What to do next
Report to the bank or card issuer today, and get a reference
Notify by phone and confirm in writing the same day. Ask for the case reference and the provisional credit policy. Time is the variable you control.
Identify what type of transaction it was
Credit card chargebacks operate under card network rules with defined timeframes. Debit and e-transfer protections depend on the account agreement and whether credentials were shared. A payment you were induced to authorise by a scam is treated differently from an outright unauthorised one.
Secure the account and preserve evidence
Change credentials, enable additional verification, and keep the messages, emails or call records that led to the transaction. Screenshots with visible timestamps carry more weight than descriptions.
Report the fraud externally
Report to police and to the Canadian Anti-Fraud Centre. A report number strengthens the bank complaint and is often requested by the ombudservice.
Escalate if the bank declines
Written complaint to the designated complaints officer, then OBSI for free independent review. Insist on the specific contractual or policy basis for any refusal.
Frequently asked questions
Am I liable if I did not authorise it?
Generally not for genuinely unauthorised transactions, provided you reported promptly and did not contribute through gross negligence such as sharing credentials. Prompt reporting is the key variable.
What if I was tricked into approving it?
That is analysed differently and outcomes vary. Explain exactly what you were told and by whom, and get advice - do not assume you have no recourse.
How long do I have?
Card network and account-agreement timeframes are short. Report immediately rather than waiting to see if it resolves itself.
Which lawyer handles this?
For smaller amounts, the ombudservice route is usually proportionate. For larger losses or business accounts, a banking or commercial litigation lawyer.
This is general information, not legal advice. Laws vary by location and every situation is different — speak with a qualified lawyer about your specific circumstances.