{"id":1654,"date":"2015-07-25T16:37:31","date_gmt":"2015-07-25T16:37:31","guid":{"rendered":"https:\/\/www.SecuTrans.com\/?page_id=1654"},"modified":"2023-12-15T22:12:56","modified_gmt":"2023-12-16T03:12:56","slug":"complaint","status":"publish","type":"page","link":"https:\/\/sti.co\/pay\/complaint\/","title":{"rendered":"Complaint"},"content":{"rendered":"<p>We care your concerns. Please let us know how to improve our service for you.<\/p>\n<p>If your complaint pertains to the Code of Conduct for the Credit and Debit Card Industry, you can file a complaint through our website (<a href=\"http:\/\/www.sti.co\/pay\/complaint\">www.sti.co\/pay\/complaint<\/a>) and by using the form\u00a0below or you can call us at <strong>1-855-888-1234 x 500<\/strong>. You can also write to us by downloading and fill out the complaint form at <a title=\"complaint form\" href=\"https:\/\/sti.co\/pay\/wp-content\/uploads\/sites\/7\/2015\/07\/ENGLISHCOMPLAINTFORM.pdf\">Complaint Form<\/a>,\u00a0 email: complaint@sti.co, <strong>Attn: Merchant Complaints<\/strong><\/p>\n<p>Following receipt of your complaint we will:<\/p>\n<ul>\n<li>Acknowledge receipt of your complaint within <strong>five business days<\/strong>.<\/li>\n<li>Provide our final decision within <strong>30 days<\/strong> of receiving your complaint, along with:\n<ul>\n<li>A summary of the complaint;<\/li>\n<li>The final result of the investigation;<\/li>\n<li>Explanation of the final decision; and<\/li>\n<li>Information on how to further escalate your complaint in the event of an unsatisfactory outcome, along with the complaint handling form.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>If we cannot provide a response within 30 days you will be informed of the delay, reason for the delay, and the expected response time.<\/p>\n<p>To assist us in reviewing your complaint, in addition to providing a summary of your concerns, please provide details, such as the name of the person you were dealing with, the date the concern occurred, and copies of any supporting documentation (i.e. agreements, statements).<\/p>\n<p>Please email your support documents to email: complaint@sti.co, <strong>Attn: Merchant Complaints.<\/strong><\/p>\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f1656-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"1656\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/pay\/wp-json\/wp\/v2\/pages\/1654#wpcf7-f1656-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"1656\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f1656-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7dtx_version\" value=\"5.0.5\" \/>\n<\/fieldset>\n<div class=\"clearfix\">\n\t<h1>Complaint\n\t<\/h1>\n\t<div class=\"form-group col-6\">\n\t\t<p>First name<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"first-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"first-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Last name<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"last-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"last-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Merchant business name<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"business-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Merchant street address<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business-address\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"business-address\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>City<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business-city\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"business-city\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Province<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business-province\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"business-province\"><option value=\"AB\">AB<\/option><option value=\"BC\">BC<\/option><option value=\"MB\">MB<\/option><option value=\"NB\">NB<\/option><option value=\"NL\">NL<\/option><option value=\"NS\">NS<\/option><option value=\"NT\">NT<\/option><option value=\"NU\">NU<\/option><option value=\"ON\">ON<\/option><option value=\"PE\">PE<\/option><option value=\"QC\">QC<\/option><option value=\"SK\">SK<\/option><option value=\"YT\">YT<\/option><option value=\"HF\">HF<\/option><\/select><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Post Code<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"contact-postcode\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"contact-postcode\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Business Phone<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business-phone\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"business-phone\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Contact Email<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"contact-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"email\" name=\"contact-email\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Name of acquirer<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"acquirer-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"acquirer-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Name of payment processor<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"processor-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"processor-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Merchant ID#<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"merchant-id\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"merchant-id\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Name of sales representative<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"sales-rep-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"sales-rep-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>The policy element of the Code that the complaint pertains to<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"complaint-element\"><select class=\"wpcf7-form-control wpcf7-select\" aria-invalid=\"false\" name=\"complaint-element\"><option value=\"1) Transparency and Disclosure\">1) Transparency and Disclosure<\/option><option value=\"2) Minimum of 90 days\u2019 notice of any fee increases\">2) Minimum of 90 days\u2019 notice of any fee increases<\/option><option value=\"3) Fee increase, new fee, or a reduction not passed will allow merchant  to cancel without penalty\">3) Fee increase, new fee, or a reduction not passed will allow merchant  to cancel without penalty<\/option><option value=\"4) Not be obligated to accept debit card from that same payment card network, and vice versa\">4) Not be obligated to accept debit card from that same payment card network, and vice versa<\/option><option value=\"5) Allowed to provide discounts for different methods of payment or network\">5) Allowed to provide discounts for different methods of payment or network<\/option><option value=\"6) Competing domestic applications and mobile wallet issues\">6) Competing domestic applications and mobile wallet issues<\/option><option value=\"7) Co-badged debit cards are equally branded\">7) Co-badged debit cards are equally branded<\/option><option value=\"8) Debit and credit card functions shall not co-reside and consumers have unrestricted control over default settings on mobile devices and mobile wallets\">8) Debit and credit card functions shall not co-reside and consumers have unrestricted control over default settings on mobile devices and mobile wallets<\/option><option value=\"9)Premium cards should be clearly indicated and only be given to a well-defined class\">9)Premium cards should be clearly indicated and only be given to a well-defined class<\/option><option value=\"10) Negative option acceptance is not allowed\">10) Negative option acceptance is not allowed<\/option><option value=\"11) Not require that merchants accept or upgrade to contactless payments\">11) Not require that merchants accept or upgrade to contactless payments<\/option><option value=\"12) Information will be disclosed in a way that is clear, simple and not misleading\">12) Information will be disclosed in a way that is clear, simple and not misleading<\/option><option value=\"13) Have access to a clear dispute resolution process  for an investigation and timely response\">13) Have access to a clear dispute resolution process  for an investigation and timely response<\/option><\/select><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Subject<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"complaint-subject\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"complaint-subject\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group col-6\">\n\t\t<p>Summary of your complaint<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"complaint-message\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\" name=\"complaint-message\"><\/textarea><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"vlt-form-group\">\n\t\t<div id=\"cf7sr-69f4f17faebe4\" class=\"cf7sr-g-recaptcha\" data-theme=\"light\" data-type=\"image\" data-size=\"normal\" data-sitekey=\"6Lc5HAAVAAAAAGQQgAtIrqdviNcFiZTy0WW0UXgc\"><\/div><span class=\"wpcf7-form-control-wrap cf7sr-recaptcha\" data-name=\"cf7sr-recaptcha\"><input type=\"hidden\" name=\"cf7sr-recaptcha\" value=\"\" class=\"wpcf7-form-control\"><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"text-left\">\n\t\t<p><button class=\"wpcf7-form-control wpcf7-submit vlt-btn vlt-btn--primary\">SEND MESSAGE<\/button>\n\t\t<\/p>\n\t<\/div>\n<\/div><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\n<p>About Credit (Fiserv, formally First Data) Complaint:<\/p>\n<p>Website:https:\/\/www.firstdata.com\/en_ca\/code-of-conduct<\/p>\n<p>Phone: 1-888-263-1938<\/p>\n<p>Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:<\/p>\n<ul>\n<li>Phone:\u00a01-866-461-3222<\/li>\n<li>Email:\u00a0<a href=\"https:\/\/www.canada.ca\/en\/financial-consumer-agency\/services\/merchants\/glossary.html\">info@fcac-acfc.gc.ca\u200b<\/a><\/li>\n<li>Mail:\u00a0Financial Consumer Agency of Canada,\u00a06th\u00a0Floor, Enterprise Building,\u00a0427 Laurier Ave. West,\u00a0Ottawa, ON K1R 1B9<\/li>\n<\/ul>\n<p>FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.<\/p>\n<p>Please note that the information being submitted may be shared with your PCNO, acquirer, processor, or financial institution to assist us in answering your concerns.\u200b\u200b<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We care your concerns. Please let us know how to improve our service for you. If your complaint pertains to the Code of Conduct for the Credit and Debit Card Industry, you can file a complaint through our website (www.sti.co\/pay\/complaint) and by using the form\u00a0below or you can call us at 1-855-888-1234 x 500. You [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_vp_format_video_url":"","_vp_image_focal_point":[],"footnotes":""},"class_list":["post-1654","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/pages\/1654","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/comments?post=1654"}],"version-history":[{"count":4,"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/pages\/1654\/revisions"}],"predecessor-version":[{"id":47870,"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/pages\/1654\/revisions\/47870"}],"wp:attachment":[{"href":"https:\/\/sti.co\/pay\/wp-json\/wp\/v2\/media?parent=1654"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}