Canadian Customer Assistance

If you have a concern pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may contact us through a variety of channels:

  • our toll-free number: 1-866-640-5906
  • by email: clientservices@planetpayment.com
  • by mail: Planet Payment Client Services, Suite 200, New Castle, DE 19720
  • or by completing the form below

If necessary, please refer to the notes below before completing the form.

One file only.
2 MB limit.
Allowed types: gif, jpg, jpeg, png, html, pdf.

I confirm that I have read and consent to the Privacy Policy.

Please note:
To assist us in reviewing your complaint, please provide the following, where applicable:

  • a summary of your concerns,
  • details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to our representative,
  • copies of any supporting documentation (i.e., agreements, statements, correspondence)

Upon contacting us, we will acknowledge receipt of your concern within 5 business days and open an investigation.

We will provide a resolution within 30 days of receiving the merchant concern, along with:

  • A summary of the concern;
  • The final result of the investigation;
  • Explanation of the proposed resolution; and
  • Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 30 days, you will be informed of the delay, reason for the delay, and the expected response time.

If you believe that our conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue to your acquirer, Peoples Trust Company, to file a Code of Conduct Complaint.  Peoples Trust Company complaint handling procedure is outlined here:

https://www.peoplestrust.com/en/peoples-payment-solutions/merchant-acquiring-services/resolving-your-concerns/

 

 

Planet Payment is a registered Independent Sales Organization/Merchant Services Provider (“ISO/MSP”) for BMO Harris Bank, N.A., Chicago, IL and Peoples Trust Company, Vancouver BC, Canada