Card Safety & Managements

  1. Stay Alert. Be aware of your surroundings when you use an ATM, especially at night. It’s best to park in a well-lit area and have someone accompany you.
  2. Report Suspicious People. If you notice anything unusual, cancel your transaction, pocket your card and leave immediately. Go to a safe place and call the police if you suspect dangerous or illegal activity.
  3. Be Prepared. To complete your transaction safely, have your card ready before arriving at the ATM. When you’ve completed your transaction, pocket your card, receipt and cash immediately. Count the cash later.
  4. Drive-Up ATMs. When using a drive-up ATM, remember to always keep your doors locked, all other windows up and car running.
  5. Keep your Personal Identification Number (PIN) secret. Don’t write your PIN on your card or keep it in your wallet. Memorize your number and do not give it to anyone – not even family members and bank employees. If you do not remember your PIN, do not attempt to use the card with an incorrect PIN more than twice. Remember, on the third incorrect attempt, the ATM will confiscate the card.
  6. Be courteous while waiting at an ATM.  Keep a polite distance from the person using the ATM before you. Allow him/her to complete his/her transaction before approaching the machine.
  7. Protect your privacy. Be mindful of others waiting behind you. Position yourself in front the ATM keyboard to prevent someone from observing your PIN.
  8. Save your receipts. Do not leave your receipt at the ATM, since it may contain confidential account information. Save your receipts so you can compare them with your account statements.
  9. Report a lost or stolen card immediately.  Call as soon as you realize your card has been lost or stolen so that we can block your account and issue a new card.
  10. Check regularly. Review your bank accounts and credit card bills promptly and frequently. Constant monitoring is the best way to find out about identity fraud early. Open credit card bills promptly and make sure there are no bogus charges. Treat your credit card bill like your chequing account, reconcile it monthly 
  11. Treat your card like cash. Guard your card as carefully as you do cash and cheques.  Never give account numbers or card information over the phone, unless absolutely necessary.
  12. Exercise caution. Never respond to emails that request your credit card information or ask you to go to a website to verify personal and credit card information. Never provide your credit card information on a website that is not a secure site.
  13. Be on guard. If you suspect that the cash machine you are about to use has been tampered with in any way, walk away and report your suspicions to the bank or security at location.
  14. Sign your cards. For your safety, sign your credit cards and international debit cards as soon as you receive them. 

Debit/Credit Card Dispute Forms

Fraud Dispute Form should be used when:

  • You have not attempted or authorised anyone to attempt a transaction on your behalf, yet transaction(s) appear(s) on your card.
  • You have transacted business with a merchant in the past and payment was made in full. There is no outstanding balance of payment and you have not initiated any further contact with the merchant regarding additional transactions, yet a transaction(s) was/were processed by the merchant on your card.

Non-Fraud Dispute Form should be used in the event that:

  • You attempt to withdraw funds from an ATM and the funds are not dispensed or only part of the funds are dispensed but the full amount is charged to the card.
  • Only one transaction was to be processed but the charge appears to be duplicated on your account.
  • A merchant charges you in excess of the agreed payment.
  • The transaction attempt was unsuccessful at the time of payment so another card, cash or cheque was used to pay for the transaction but the card has still been charged.
  • You ordered and received faulty or defective goods and returned same to the merchant and you have not been refunded.
  • You ordered or received merchandise, which was not as described by the merchant.
  • You merchandise/service which was sent to the wrong address by the merchant.