September 2022 FAQs

• Card Transactions
  • Can I cancel/stop a pending transaction?

    1. No. A pending transaction refers to one that has been approved and is awaiting settlement to your account.

  • What should I do if an unauthorized charge is pending?

    1. Immediately block your card via Online Banking/Mobile App or call the Customer Service Centre at 1866 743-2257 for assistance. If the unauthorized transaction(s) are posted to your account, please dispute via these channels;

       1. Online Banking or the Mobile app 

       2. Visit your local branch to complete the Dispute form

  • What do I do if my card is lost or stolen?

    1. 1. Log on to Mobile/Internet Banking to block the card immediately.

       2. Call us immediately  at 1.866.743.2257 / 246.431.5490 to make an official report of the incident.

  • What should I do if I notice unrecognized transactions on my joint credit card or Visa debit account?

    1. First, verify if the secondary account holder performed the transaction(s). If not, take the following steps:

       1. Block the account via Online Banking / Mobile App if available

       2. Call us immediately at 1 866 743-2257 / 1 246 431-5490

       3. Submit a dispute either online or via the branch network.

• Merchant Awareness
  • What is PCI?

    1. The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.

  • Are client’s card details displayed on the merchant’s receipt?

    1. According to the Payment Card Industry (PCI) standards, sensitive cardholder data such as primary account number (PAN) should be truncated and protected therefore full card details are not displayed.

  • My company needs to store payment card data. What method can we use?

    1. A method for storing payment card data is employing a third-party payment card vault and tokenization provider. By utilizing a vault, the card data is removed from your possession and replaced with a token. This reduces your company’s risk as these service providers have specialized security controls in place to keep card data safe.