Upon contacting us, we will acknowledge receipt of your concern within 5 business days and open an investigation.
We will provide a resolution within 30 days of receiving the concern, along with:
- A summary of the concern;
- The final result of the investigation;
- Explanation of the proposed resolution; and
- Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).
If we cannot provide a resolution within 30 days, you will be informed of the delay, reason for the delay, and the expected response time.
If you believe that our conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue to your acquirer of record to file a Code of Conduct Complaint.
Wells Fargo Bank, N.A., Canadian Branch – Merchant Services
22 Adelaide Street West, Suite 2200
Toronto, ON M5H 4E3 Canada
Please visit the Financial Consumer Agency of Canada's website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.