Chequing Accounts - Payment not made as instructed

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If you spot a payment that has been made incorrectly, you should contact your bank as soon as possible to let them know. They should have a plan in place to fix the problem – although this may be tricky if the recipient of the payment is uncooperative. Be sure to include the following information when contacting the bank:

  • The date of the payment
  • The amount paid
  • The total amount that should have been paid
  • The name of the person or business paid
  • The bank account from which the payment was made
  • Any customer reference number appearing on the bill.

Generally speaking, your bank should try and either correct the amount paid or return the funds to your account. If there are no problems, this should generally happen within 90 days.

You should know

Where available we include the Internal Ombudsman of a bank in the escalation process. This is in-line with the FCAC complaints process guidance:

https://www.canada.ca/en/financial-consumer-agency/services/complaints/file-complaint-financial-institution.html

If you already have a final response from your bank that is not to your satifaction, you can choose to escalate for a Third Party Review regardless of whether you have been to the Internal Ombudsman.

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