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Concerned about a transaction?

We can help you determine if a transaction on your TD Access Card or TD Credit Card needs to be disputed or submitted as part of a fraud claim. We'll guide you through the process.

Is it a fraud or non-fraud dispute?

Finding out which dispute to make can be as simple as asking, "Do you recognize the transaction?". If the transaction wasn’t made by you or anyone authorized to use your account, it's potentially a fraudulent transaction.

If you recognize the transaction, but think you've been incorrectly charged for merchandise or a service, then it's a non-fraud transaction. Explore examples

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Before submitting a claim

Here are a few things to consider before you decide what to do next.

  • Make sure the transaction was completed with your TD Access Card.
  • Confirm it was not completed by another authorized account holder.
  • If the merchant name is unfamiliar, try to recall whether you made a transaction for that amount on that date. Sometimes the merchant name that appears on a transaction differs from the name of the store.
  • If you recognize the transaction but there’s something wrong with it, you must reach out to the merchant to try to resolve your concern before disputing the transaction through TD.

If you are unable to resolve the issue with the merchant please submit a non-fraud dispute. Explore further

If you believe this transaction is fraudulent, file a fraud claim. 

Submit a fraud claim through the TD app

If you believe charges on your TD Access Card are fraudulent, you can report them to TD in 3 simple steps. Once you submit, it will be investigated by TD, and you’ll be kept informed of the status of your claim.

  1. Step 1

    Log into the TD app to view your Account Activity and select Dispute a Transaction under the Summary Tab.

  2. Step 2

    Follow the prompts to select the potentially fraudulent transactions.

  3. Step 3

    Answer some questions and submit your claim. You will receive confirmation of your fraud claim submission instantly. Please note that the investigation can take up to 30 days.

Don’t have the TD app? Download it here.

To start your fraud claim, simply download the TD app on your mobile device.

Submit a non-fraud transaction dispute

Before you dispute a transaction, make sure it was made on your TD Access Card and then follow the steps below.

  • Attempt to resolve with the merchant 

    If you have a dispute with a merchant about a purchase you made, you must first attempt to resolve the issue directly with them. Once you speak to the merchant, your issue may be resolved.

  • Fill out the form for non-fraud transaction disputes

    Complete the form to notify us of the disputed transaction within 30 days as per your account agreement.

  • Submit the form and wait to hear back from TD

    We’ll review the dispute and reach out to you to obtain more details or provide an update within 30 business days.

When additional information is required

TD will contact you by text, email, mail or phone if additional information is required.

We may contact you by text, email, mail, or phone if additional information is required. It is important that you call us back promptly as we have a limited amount of time to continue the dispute process on your behalf under applicable payment network rules. If you do not respond in time, we may have to reverse and withdraw any credits issued to you and close the dispute.

TD will contact you by text, email, mail or phone if additional information is required.

Frequently asked questions

Fraud and non-fraud transactions

If you're making a fraud claim for a transaction that wasn't completed by you, your claim will be investigated by TD. As part of your fraud claim, your TD Access Card will be locked to prevent any additional fraudulent activity on the account. You will not be able to log in to EasyWeb and the TD app or complete any transactions with this card. A new TD Access Card will be mailed to you at the current mailing address on your account. Alternatively, you can visit your nearest TD Canada Trust branch for an immediate replacement card. 

Rest assured, we’ll be in touch using the contact details you provided with your claim. Our aim is to gather more information or provide you with an update within 30 business days.

Submitting a fraud claim is easy through the TD app. Under the My Accounts tab, select your account. In the Summary tab, click Dispute a Transaction.

Select I didn't transact with this merchant and follow the prompts to complete the form.

Our online process to dispute a non-fraud charge is the easiest and the fastest way for you to submit a claim.

  1. Log in to EasyWeb to view your Account Activity and click Dispute a Transaction.
  2. Follow the instructions to complete the form. Provide as many details as you can about your claim.
  3. Review and submit the claim.

Log in to the TD app and select Contact Us to reach a live agent faster. Or you can report fraud by calling 1-866-222-3456, available 24/7.

Once you submit your dispute, rest assured, we’ll be in touch using the contact details you provided in your request. Our aim is to gather more information or provide you with an update within 30 business days.

In the TD app, select Access Cards to use Manage Access Card to lock your card.  You can also log into the TD app and select Contact Us to reach a live agent faster. Or you can report fraud by calling 1-866-222-3456, available 24/7.

Locking your TD Access card will temporarily disable it – you won't be able to make purchases or use it at ATMs. Any recurring payments or subscriptions set up on your card will not be interrupted.

Non-fraud transactions

Yes! Before submitting a non-fraud dispute on your TD Access Card, you must first attempt to resolve the issue directly with the merchant. However, if you are unable to resolve the issue directly with the merchant, submit a transaction dispute request within 30 days of the transaction as per your account agreement.

Submitting a non-fraud dispute is easy. Under the My Accounts tab, select your account. In the Summary tab, click Dispute a Transaction.

Select I transacted with this merchant and follow the prompts to complete the non-fraud disputes form.

Be prepared with all details of the incident, including transaction information, dates and providing a clear understanding of why you are disputing the transaction.

Legal

The TD app and TD MySpend are free to download, however standard message and data rates may apply.