Equitable Bank has now commenced legal proceedings in the Ontario Superior Court of Justice (Commercial List) for a determination of the legal rights of Equitable Bank and PSP under their contractual arrangements. The matter is scheduled to be heard by the Court on October 17, 2025. Pending that hearing, you will continue to have the ability to process credit card transactions with Equitable Bank as acquirer and sponsor bank.
We value merchants deeply, and we remain committed to helping you navigate through this period of change where possible. Below are answers to questions you may have. Remember, if you have any additional questions, you can contact us at merchantsupport@eqbank.ca.
What is an acquirer and sponsor bank?
In payments, typically three key players work together: the acquirer, the payments processor/provider and the sponsor. The acquirer is the entity that enables merchants to accept payments by payment card, either by way of a direct contractual relationship with a payment card network operator (e.g., as an acquiring entity) or via sponsorship by an acquiring entity (e.g., as an agent of an acquiring entity). The payments processor is typically the technology provider that routes payment details between the merchant, the card networks (like Visa and Mastercard) and the banks. In short: the acquirer gets the merchant set up, the processor makes the transactions actually work, and the sponsor provides the access to payment card networks.
Where can I go for more information?
If you have additional questions, you may contact our Merchant Support Team at merchantsupport@eqbank.ca. You can also submit any concerns in accordance with our complaint handling process.
For questions relating to your relationship with PSiGate and/or PSP, please contact them directly at 1-877-374-9444 or merchant.services@psigate.com (located at 400 Applewood Crescent, Suite 200, Vaughan, ON, Canada, L4K 0C3, Attention: Merchant Services) for instructions on next steps.
For additional resources, the Canadian Federation of Independent Business and the Retail Council of Canada have information on payment processing options for merchants, should you choose to explore, at the following links:
What if I would like to submit a complaint?
Equitable Bank takes pride in our customer service, and we are committed to providing you with the best experience that we can, including through complaint handling and escalation.
Complaints will be handled in accordance with the Code of Conduct for the Payment Card Industry which can be found here.
These complaints will be handled in a 3-step process outlined below.
Step 1: Speak PSiGate and/or PSP
Many complaints can be resolved at the first point of contact. We encourage you to reach out to PSiGate and/or PSP directly. They may be reached at 1-877-374-9444 or merchant.services@psigate.com (located at 400 Applewood Crescent, Suite 200, Vaughan, ON, Canada, L4K 0C3, Attention: Merchant Services).
Step 2: Speak with Equitable Bank
We are committed to ensuring a secure and consistent transition of service for impacted merchants through this period of change, and we will help support your business with your transition needs where we are able.
If you are unsatisfied with the response to your inquiry in Step 1, you may contact our Merchant Support Team at merchantsupport@eqbank.ca in accordance with our complaint handing process. We will acknowledge your complaint within five (5) business days and advise on next steps where feasible.
Step 3: Payment card network operator
If you are not satisfied with our response, you may refer it to the Payment Card Network Operator (PCNO). To submit your complaint, you may complete the Code of Conduct Compliance Form found on their respective websites:
VISA: https://www.visa.ca/en_CA/run-your-business/merchant-resources/code-of-conduct.html
Mastercard: http://www.Mastercard.com/ca/company/en/codeconduct.html
Further, if you believe the conduct is contrary to the Code, or if your concerns regarding your products or services have not been adequately addressed, you may report the issue directly with the Financial Consumer Agency of Canada (FCAC) to file a Code of Conduct Complaint.
Telephone: t 1-855-823-8783
Email: info@fcac-acfc.gc.ca
Write to:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Ave. West, Ottawa, ON K1R 1B9
Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada here.