FAQs

POPULAR QUESTIONS

When will the system upgrade take place? (Last updated 02/15/17) Expand/Collapse

While the project and the planning for the upgrade has been an ongoing effort for the past two years, the official switch to our new system will begin on Friday, March 3rd after all of our branches and offices have closed. It will continue through to the morning of Tuesday, March 7th, when branches re-open for regular service.

How will I be impacted during the weekend of the upgrade? (Last updated 02/15/17) Expand/Collapse

The main impact will be the interruption of services during the upgrade weekend. You will have access to cash through the use of your debit card at ATMs and for debit purchases. You will NOT have access to branches as of the end of the business day on Friday, March 3 until your branch re-opens on Tuesday, March 7.  Account services through online, mobile and telephone channels will be unavailable as of 7 p.m. on Friday, March 3rd until 9:30 a.m. on Tuesday, March 7th. Please click here to learn more about the availability of services during the upgrade.

What services will be available during the upgrade weekend? (Last updated 02/15/17) Expand/Collapse

  • You can use your debit card to access funds through Point of Sale transactions or at ATMs
  • Our Member Solutions Centre and our Personal Assisted Teller (PAT) services will be working extended hours in order to provide support during this time.  Although they will not be able to conduct transactions, they can help you in accessing available services
  • Please click here to learn about the availability of services during the upgrade

What should I do to prepare? (Last updated 02/15/17) Expand/Collapse

Due to the limited availability of services during the upgrade weekend, you are encouraged to prepare for the interrupted services by doing the following:

  • Ensure your debit card works and that you know your PIN – this will be the only working service during the upgrade
  • Conduct transactions in advance– this includes withdrawing and depositing funds, paying bills and transferring funds
  • Obtain any drafts, money orders, foreign exchange, wires or any other services that can only be handled in branches and will be unavailable during the upgrade
  • Send any eTransfers before 7 p.m. on March 3rd, since online/mobile services will be unavailable.  Any eTransfers received during the upgrade weekend can be processed once all services become available on Tuesday March 7th 
    NOTE: eTransfers expire after 30 days of being sent so you will have plenty of time to process them after the upgrade

Still need assistance?

  • Call our Member Solutions Centre at 1-800-616-8878 

  • Send us your question by clicking here

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