Canadian Credit and Debit Card Industry – Complaint Handling Process
It is the policy of ABC Fitness Solutions, LLC and its affiliates (ABC) to comply with the Code of Conduct for the Credit and Debit Card Industry (The Code of Conduct) by the Financial Consumer Agency of Canada (FCAC), found at https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html.
Pursuant to the Code, ABC has developed a merchant complaint handling process as follows:
If ABC cannot provide a final response within ninety days, an ABC representative will inform the Merchant of a new expected response time.
Step 1 – Initial Complaint
If a Merchant believes that ABC’s conduct may be contrary to any of the Merchant-Acquirer Policy Elements outlined in The Code of Conduct; the Merchant can file a complaint by completing the form below and submitting to Merchant@abcfitness.com.
ABC will acknowledge the receipt of a Merchant’s complaint within five business days, and our final response within ninety days. This response will include:
- A summary of the complaint
- The final result of the investigation
- Explanation of the final decision
- Information on how to further escalate the complaint
Step 2 – Escalation
If a resolution cannot be achieved via Step 1, the Merchant is asked to escalate the issue within ABC’s organization by emailing abcrisk&comp@abcfitness.com. This email should include the initial complaint and a summary of our response. The Merchant may also choose to escalate externally. The below will serve as points of external escalation:
| Escalated Complaints: ISO | Escalated Complaints: Acquirer |
| Worldpay from FIS Ops Complaint Management 8500 Governors Hill Drive Cincinnati, Ohio 45249 Online: CLICK HERE Phone: 1-800-548-5326 option 3 | Peoples Trust Company 95 Wellington St W Suite 1310, Toronto, ON M5J 2N7 Online: CLICK HERE Details on how to file a complaint by phone, email or regular mail is detailed at the link above. |
| Visa Canada Fax: 416-365-6655 Online: askvisacanada@visa.com | Mastercard Canada 600 – 121 Bloor St. E. Toronto, ON M1W 3W7 Attn: Code of Conduct Compliance Online: code_inquiries@mastercard.com Call: 416-365-6655 |
| American Express Canada Online: CLICK HERE | FCAC Financial Consumer Agency of Canada 6th Floor Enterprise Building 427, Laurier Ave West Online: info@fcac-acfc.gc.ca Phone: 1-866-461-3222 |
Complaint handling form for merchant complaints pertaining to the Code