Home > Corporate Info > Complaint Handling Process

Complaint Handling Process

Member Cardholders

FICANEX Services does not have access to individual accounts associated with transactions performed on THE EXCHANGE® network.  To report any discrepancy with an ATM transaction processed to your account please contact your financial institution that issued your debit card immediately.   This includes:

  • An error in deposit amount entered at the ATM
  • If the incorrect amount was dispensed
  • If your card is captured by the ATM 

Member Financial Institutions

FICANEX Service is committed to supporting all participating Financial Institutions on THE EXCHANGE® Network and providing excellent customer service.   Any concerns or complaints will be responded to upon receipt.  Depending on the nature of the complaint and its impact, the designated Canadian Exchange Central Switch Provider and/or any other Certified Switch Providers will be engaged by FICANEX to ensure items of concern are escalated for further investigation and resolution where required.

Step One

If you have a complaint or concern please contact our support staff at:

Toll Free: 1.888.581.ATMS(2867)

Step Two

If after Step One your concern has not been resolved to your satisfaction, please contact THE EXCHANGE® Operations Manager at:

Toll Free: 1.888.581.ATMS(2867)

Step Three

If after Step Two your concern remains unresolved to your satisfaction, access will be provided to the Chair of the FICANEX Board of Directors.   The current Chair's direct contact details will be provided by FICANEX via the Network OperationsManager.

© FICANEX Services Limited Partnership. All Rights Reserved.