Issues Being Resolved
We are experiencing a larger-than-expected volume of calls to our Contact Centre. We appreciate your patience, and we’re increasing our Contact Centre capacity to deal with your questions.
Some accounts have not been appearing in your online/mobile banking sessions. This is a temporary technical display issue we’ve identified and should be resolved by the weekend. These will reappear in batches over time based on account types.
If you have a sole proprietorship, your business accounts will appear with your personal accounts in one place. Log in using your personal online banking credentials to see your personal accounts and those of your sole proprietorship.
Account Display – What to Expect
For personal account holders, one debit card will log you in to all connected accounts (whether you are a joint account holder, a power of attorney holder, an in-trust representative, or are in any other legal relationship). Members no longer need to share debit cards for internet banking login purposes. All members are encouraged to use their own unique debit cards to log in to avoid unintentionally sharing information.
We’re upgrading our banking system behind the scenes to give you a smoother, more secure, more reliable experience going forward. This summary highlights changes that you will notice while working with BCU, so there are no surprises. The transition will impact the following services:
Online, mobile and telephone banking
We’ve completed an update to our online banking system. To ensure everything continues working smoothly, a few items need to be re‑entered in online banking.
- You will be prompted to update your Interac e‑Transfer profile the first time you are sending or receiving a transaction.
- You will also need to:
- Re-register for Interac e-Transfer automatic deposits that you may have had set up;
- Re‑enter your e‑Transfer contacts that you may have had;
- Re-enter any scheduled e-Transfers that you may have had.
Business members:
- Business accounts may need to re‑add Canada Revenue Agency (CRA) accounts.
- Sole proprietors should log in through their personal profile to view business accounts until further notice.
Account naming & account display changes
Account names will look a little different in statements, online and mobile banking as we standardize product labels. For example, the Link Savings Account will now be called HISA – High Interest Savings Account, and you will see other new account names, e.g. TFSA, FHSA, RRSP, RRIF. Accounts will also be organized in a more member-friendly way. You’ll see clearer, more detailed product descriptions and account names, but your accounts and balances are not changing.
Statements & eStatements layout changes
Statement layout and how information is grouped will look different, and you will notice a new format as you review your accounts. For joint accounts, the joint owner’s name will appear within the account section, not in the address block.
Service charges & fee presentation
Fees will be applied in two ways: some will be charged as they occur, at the time of the transaction, while others will be grouped and posted at the end of the month.
Help
For assistance, please contact our Member Services at 1-877-228-5465, [email protected] or your Financial Services Officer.
We apologize for any inconvenience and appreciate your patience during this critical transition. We will post updates to our website as we complete this system conversion.
Dear members,
Please be advised that we will be performing maintenance on the telephone system.
Date: Wednesday, February 25
Time: 18:00 – 19:00 EST
During this period, inbound calls to BCU will not be possible. This also means that you won’t be able to use telephone banking at this time.
All other services will remain available, and we encourage you to use our ATMs, Online and Mobile banking for all your banking needs.
We apologize for any inconvenience this may cause and appreciate your understanding as we work to improve our services.
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Some of our ATMs located at Bloor West, Mississauga, Ottawa, and Oakville branches are currently experiencing intermittent service interruptions that may affect deposits and withdrawals. Our teams are actively working to resolve these issues and restore full functionality as quickly as possible.
We recommend using our online, mobile and phone banking services as alternatives for the time being. If you experience issues on the spot, you are welcome to visit our tellers and they will assist with your transaction.
Alternatively, you may use any of the surcharge-free ATMs from The Exchange Network if you are experiencing issues outside of branch hours.
We apologize for any inconvenience and appreciate your patience as we work to ensure reliable service for all members.
Date: Sunday, October 26
Time: 19:00 – 21:00
Please note that during this scheduled maintenance period, Online Banking and Mobile Banking will be temporarily unavailable.
ATM and POS services will remain available, however they will operate in stand-in mode (based on the previous day’s balance).
We apologize for any inconvenience and appreciate your understanding as we work to improve our services