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Common Banking Questions

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Talk to us - we’d love to help!
 

  • Talk to us or download the Ding Free app today to find the nearest ATM fast!

     

  • Student, farmer, or business owner? Just need an account for your everyday banking? We have an account that suits you.

     

    Apply Now

     

  • Yes! If the ATM icons match one of the icons on the back of your Member Card®, you can use it almost anywhere in the world.

    Learn more travel tips on the Knowledge Hub.


    Image result for interac logo Image result for acculink logo Image result for maestro logo Image result for ding free logo Image result for cirrus logo

  • Make it easy with free electronic statements (eStatements). Access your electronic statements in your online banking, and you can access up to 7 years of history in your online banking as well. We recommend that you save them to your computer, if it’s secure. Oh - and you help us save a bunch of trees! Check your online agreement for details.

     

    Paper statements are $2.50 per month. Switch your options by logging into your online banking, clicking Statement Preferences in the left-hand column and make your choice. Don't have online banking yet? Talk to us, or visit your local branch to get set up today!

     

    *Chinook Financial staff cannot email you a copy of your statement as per our Privacy Policy.

     

  • Each branch's transit number is listed on its location page. Find the branch you're looking for. 

     

     

  • You’ll find all our hours of operation, including our holiday hours listed in our Locations section of the website.

  • Ding Free is a national network of surcharge-free ATMs. This means, you can use most Canadian credit union ATM for free. Download the Ding Free app to find the closest ATM to you.

     

    Not a member yet? Apply Now.

     

  • Update your address, contact information and occupation under the Profile and Preferences tab in your online banking.

     

    More details? Talk to us or call our Member Care Centre at 1.844.68.LOCAL (56225).

     

  • You can use our 24-hour, self-service, telephone banking system to access your accounts anywhere in North America. Talk to us and select one of the various menu options.

     

    Telephone banking can be accessed at 1.844.68. LOCAL (56225) and features:

    • Branch and ATM Locations and Hours
    • Change Personal Access Code (Password)
    • Up-to-date account balances and transactions made since your last statement
    • Perform cheque number and transaction amount inquiry
    • Transfer funds between accounts
    • Make bill payments
    • Report your Chinook Financial credit card lost or stolen

    Want to sign up? Talk to us at our Member Care Centre 1.844.68. LOCAL (56225).

  • Need an insurance quote? Inquire now.

     

    To make a CUMIS insurance claim, call 1.800.810.2847.

     

  • Mobile Pay will become available to our Chinook Financial members following the introduction of INTERAC® Flash in 2018. Watch our website and your online banking messages for timing information.

  • Expecting an Interac® e-Transfer? You'll receive an email or text message with the following details:

    • Notification that you've been sent an e-Transfer
    • The sender's name
    • A link to deposit your funds  

    To deposit the funds into your Chinook Financial account online or on the mobile app:

    1. Click the link in the text or email notification
    2. Select your province
    3. Select Chinook Financial from the drop down list of credit unions
    4. If on a mobile device or tablet you will receive a prompt asking if you'd like to launch your Chinook Financial App. Choose to launch the app at this point
    5. Login to online or mobile banking and deposit the money into the account of your choice. If you cannot click on the link, you can cut and paste or type the link into your browser

    Don’t have access to online or mobile banking? Talk to us at our Member Care Centre at 1.844.685.6225, or your local branch. You’ll need your Member Card® or member number handy (you received this in the branch when you setup your account).

     

    Please note - Never accept an e-Transfer from someone that you don't know, or that you aren't expecting without confirming with the sender first. Fake e-Transfer emails are sometimes sent out as phishing emails. Learn more about how to protect yourself online here.

  • Email transfer (this may have a fee, depending on the account you are on):

    Login to your online banking. Select ‘Send Interac e-Transfer’ under the ‘Transfers’ tab in the left-hand column and follow the directions on the page.

     

    To another Chinook Financial member (this is free):

    Transfers can be completed once they are set-up in your online banking environment. To set that up, talk to us at our Member Care Centre or visit your nearest branch. Once this is set up you’re able to log into your online banking to complete transfers to another member under the ‘Transfers’ tab in the left-hand column.

     

  • Wire transfers are available to our members in many currencies!

     

    First step? Pop by your local branch. We can help you through the process. We’ll need some specific information about you and the sender/recipient such as personal and account information.

     

    Receiving A Transfer

    If you are receiving a wire in Canadian dollars, please provide the information on this form to the sender to include in the wire instructions. The wire may not reach you if any of the information below is incorrect or missing.

     

    If you are receiving a wire in U.S. dollars, please complete the information on this form, as Chinook Financial doesn’t receive U.S. wires directly. Instead, they are routed through our wire services provider, Custom House UK (a Western Union company). Please provide all of the information below to the sender to include on the wire instructions. The wire may not reach you if any of the information below is incorrect or missing.

     

    **The 12 Digit Member Account Number can be found on the bottom your cheque or member statement. 

     

     

    Sending A Transfer

    If you are sending a wire transfer, visit your local Chinook Financial branch, and bring the following information regarding the person or business you are sending money to:

    • Recipient's full name and address
    • Recipient's Account Number
    • Recipient's Branch Number and full address
    • Recipient's Financial Institution routing number
    • SWIFT Code (if known)
    • ABA number (US wires)
  • Common shares are an investment in the credit union. They are best suited for long-term investing or retirement portfolios. Dividends are paid out annually, so every year you’ll benefit while saving for the future. The rate varies from year to year. Interested in common shares? Learn More.
     

  • All of your invested capital and investment income on any of our fixed term investment options are 100% guaranteed*. It’s the safest way to invest. The safest way to make your money make a difference to you.

     

    *All principal and interest is 100% guaranteed by the Credit Union Deposit Guarantee Corporation. Excludes common shares, investment shares, and mutual funds.

     

  • Your bank draft is a guaranteed cash equivalent, and once it is issued to you a stop payment cannot be placed on it and it cannot be cancelled - even if it is lost or stolen. When delivering your bank draft to the intended recipient, we strongly recommend that you personally deliver it, or that a trackable delivery method is employed, such as courier or registered mail.

     

    There are procedures in place to replace a lost or stolen bank draft. Depending on the amount of the bank draft and lapsed time period, you may be asked to sign a bond of indemnity. This basically is a commitment to pay the amount of the original draft back if the original draft is presented for payment.

     

    Contact your local branch or call the Member Care Centre at 1.844.685.6225 to discuss the appropriate next steps if your bank draft is lost or stolen.

  • We sure do! It’s a secure way to make purchases that are automatically debited from your account. Hold your MemberCard in front of the merchant’s payment terminal that supports the tap function. A beep and/or ‘approved’ message will acknowledge your transaction is complete. No need to punch in your pin. 

    Interac® Flash uses secure chip processing to protect against skimming, counterfeiting and electronic pickā€pocketing.

     

    Are there spending limits?

     

    Yes. Spending limits provide an added layer of protection by occasionally prompting you to enter your PIN when your limit is reached. This will validate that you are the legitimate cardholder.

     

    You can spend up to $200 ($100 groceries + $50 gas + $50 other) per day, with each transaction allowing for a maximum of $100. Once you’ve hit your limit the terminal will ask you to insert your card and pin to complete the payment. 

    .

    How do I receive my new Interac Flash MemberCard?

    Your new Interac Flash MemberCard will be mailed to the mailing address on your member profile this summer. If you do not receive a new MemberCard by August 1, 2018, visit your local branch or call 1.844.685.6225.

     

    Can I disable the Tap function on my new MemberCard?

    You sure can! Just call the Member Care Centre at 1.844.685.6225 or visit your local branch to do so. 

  • The T5 slip identifies the various types of investment income that residents of Canada have to report on their income tax and benefit returns such as Term DepositsInterest-Bearing Accounts (i.e. savings account)Dividends Paid (i.e. common shares), Investment Shares (i.e. dividends on non-registered products), or any product that you’ve earned interest on.

     

    HOW DO I GET A T5?

    Your financial institution, in this case Connect First Credit Union, will prepare and mail out your T5 to you

     

    WHAT HAPPENS IF I DIDN’T RECEIVE MY T5?

    Not to worry! Visit your nearest branch or call our Member Care Centre and a duplicate T5 can be produced for you. While you are there, make sure we have your updated address and contact information

     

    THERE’S AN ERROR ON MY T5, WHAT DO I DO?

    Visit your nearest branch and bring in the T5 that you received and the branch staff will ensure a request for a new one is entered. You can either pick up the new one when it’s ready or have it mailed to your home address.

  • What is encrypted external email? 
    Encrypted external email is how we make your emails to us at Chinook Financial safe. By sending personal information and confidential documents through the Cisco platform, we encrypt your emails to ensure your information is protected, making it readable only by the person you sent it to. 
     

    How do I sign up for encrypted external email? Does it cost money? 
    Our encrypted external email service is easy to use, and it’s free! Our team will send you a link with details on how to sign up when we need to communicate electronically. You only need to use this service to send and receive personal information and confidential documents. 
     

    Can I use my mobile device to receive encrypted external emails?
    Yes! There is a handy app you can download for your iPhone or Android once you receive a link to the service. You can also view encrypted externals emails in your browser by following the same steps for desktop viewing.
     

    Can I still call or visit my branch?
    Of course! You only need to use the encryption service to send and receive personal information and confidential documents that you don’t want to drop off or mail to us.
     

    Will all communications from Chinook Financial be sent through encrypted external email?
    No. For example, you will still receive monthly e-statement notices directly through online banking or your designated email address.
    Please be sure to use the encrypted email service if you’re sending any personal information or confidential documentation.
     

    What happens if I make changes to my email? 
    If you change your email password, it won’t affect your encrypted external email login and password. If you change your email, please notify us by calling 1.844.685.6225, so they can make the changes to your file. 
     

    I think my email has been compromised. What do I do now?  
    Change your password immediately. This will not affect your encrypted external email login and password. 
    Notify us immediately if you suspect fraud or identity theft by calling us at 1.844.685.6225.

    1. Call the police and file a report. Keep a copy of the report for your records. 
    2. Change your PIN and passwords immediately. 

    Keep a list of the people you speak to when reporting a fraud, recording all dates, names, phone numbers and what was said.

     

  • What is Online Appointment Booking?
    Online Appointment Booking is a tool that helps Members more easily connect with branch staff to make an appointment to discuss the Member’s needs.

     

    How does a Member use Online Appointment Booking?
    Members can access the Online Appointment Booking tool through the website, online banking and the mobile app. Make sure you click on the ‘Book an Appointment Today!’ button to be taken to the tool.

     

    What does the ‘We use cookies to ensure you get the best experience on our website. Learn more’ statement mean?  
    The web application uses cookies. If you disable cookies, some functionality may not be available.

     

    Where are the branches on the map? 
    When the application starts it does not show any branch locations. Enter a location in the search window or choose the ‘Use my location’ function to see the branch locations.

     

    When I choose the ‘Use my location’ function, it changes to ‘Unable to retrieve your location’, why is that?
    In your browser settings, if you have disallowed websites from requesting or using your physical location, you will need to enable location requests if you want to use the ‘Use my location’ functionality.

     

    When I choose the ‘Use my location’ function, it asks me ‘firstcalgary.coconutcalendar.com wants to track your physical location’, what do I do? 
    Choose ‘Allow once’ or ‘Always allow’ to allow the ‘Use my location’ function to find branches based on your current location.

     

    When I type in a search location, I’m not shown on the map. 
    The map defaults to international locations for places with similar or same names. Add the city and province to help narrow down your search.

     

    I choose the ‘Next’ button but it tells me to choose a service. 
    Choose one of the services, from the left hand set of checkboxes, based on which service most closely matches what you want an appointment for.

     

    I want to select more than one service for my appointment, what do I do? 
    To meet for more than one service, create multiple appointments. Create as many appointments as you wish.

     

    I choose the ‘Next’ button but it tells me to select a start time. 
    If the current week has ‘There are no times available’ for each day, choose the big arrow to the right of the last day shown and the next week will be shown.

     

    I want to choose a date more than four (4) weeks in the future. 
    To help you promptly get the service and answers you need, we only book up to four (4) weeks in advance. You can call a specific branch if you want to meet more than 4 weeks out.

     

    On the ‘Enter your details’ screen, I want to enter my home or work number, not my mobile phone number.  What do I do? 
    Put your work or home number into the place where the ‘Mobile’ number is.

     

    Can I receive a text confirmation of my appointment details? 
    Absolutely. Enter in a text capable phone number into the ‘Mobile’ number and then select the ‘Yes, please!’ checkbox beside the ‘Would you like to be notified via text?’ question.

     

    Do I receive a confirmation of the appointment? 
    Yes, you receive a confirmation via email (and text if you selected that option).  You will also receive a reminder 24 hours prior to your appointment.

     

    What does the ‘manage appointment’ email link allow me to do? 
    It allows you to reschedule or cancel your appointment.

The Legal Stuff:

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