CUA's New Online and Mobile Banking


We are excited to share that we will be moving to a new online and mobile banking system during the weekend of August 16 – August 18, 2024. 

Our new system is called Xpress, which is owned by Celero, a Canadian, credit-union owned company.  Celero currently provides IT services to 40% of all credit unions in Canada, including 55% of the top 100 credit unions.  

This change is in response to our members’ feedback about our existing system.  Many of our members have told us that the current online and mobile banking system is outdated and doesn’t meet their needs.  In the 2023 Annual Member Survey, respondents rated this service a 6.8 out of 10.  This rating doesn’t meet CUA’s or our members’ expectations of a great banking experience.  Online banking and the mobile app have consistently received the lowest overall satisfaction rating of our service delivery channels.  In addition, individuals and companies who have considered moving their banking to CUA have said that a major barrier to doing this is our current online and mobile banking system.   

We have listened and after an extensive assessment process, we have selected a new online and mobile banking system that will significantly improve your online and mobile banking experience.  This is a modern and reliable system that will allow us to deliver on our brand promise of the better way to bank.

We recognize that change is not always easy, and that’s why we will be here to support you during this change. Our commitment to you is that we will be providing timely and user-friendly information to make this transition as seamless as possible for you.  Over the coming weeks, we will be sharing thorough details and material, including instructional videos, step-by-step guides for both before and after the transition and a complete checklist of items that may impact you.

What is going to be changing? Expand/Collapse

CUA’s current online and mobile banking system will be changed to a new system, which is modern, easy to use and navigate, and will allow us to deliver on our brand promise of being the better way to bank.

Why are we changing? Expand/Collapse

We know that our IT offerings have not been up to the standard that some of our members expect. Many have told us that our current system is outdated and doesn’t meet their needs. On our Annual Member Survey, online banking and the mobile app have consistently received the lowest satisfaction rating out of all of our service delivery channels. Individuals and companies who have considered moving their banking to CUA have said that our current online and mobile banking system is a barrier to doing so. We are confident that the new system, which is modernized and easy to use, will meet the needs of both CUA and its members for years to come.

When is this change taking place? Expand/Collapse

The transition to the new system will be happening the weekend of August 16 – 18, 2024. The new system will be available to access beginning Monday, August 19, 2024.

What does this change mean for me? Expand/Collapse

We will be sharing more details within the next month around impacts to you, along with any steps you’ll need to take to ensure you are able to seamlessly transition to the new system.

How will the new online and mobile banking system be better than the current one? Expand/Collapse

The new online and mobile banking system will have a more modern look and feel and will be intuitive and easy to navigate. There are a number of improvements that our members have told us are important to them, and a list of these improvements can be accessed here.

Will there be any changes to the Telephone Banking service? Expand/Collapse

Yes!  We have a new system for our Telephone Banking service. Our current service has limited functionality, which we know has negatively impacted some of our members. With the new service, in addition to being able to check your account balances, you’ll be able to perform transactions such as transferring funds, making payments on loans and paying bills.

When will I find out more? Expand/Collapse

We will be regularly updating you with information about this change through the CUA website and via email. Our next planned update will be the week of June 17, 2024. This will include details on impacts to specific products and services, as well as the login process into the new system. 

How will CUA be helping me through this change? Expand/Collapse

We will be providing you with both communications materials and support to ensure this transition is as seamless as possible. Over the coming weeks, we will be sharing further details, instructional videos, step-by-step guides for both before and after the transition and a complete checklist of items that may impact you.  As we get closer to the transition weekend, we’ll also be offering in-branch appointments where you can bring your own device and meet one-on-one with a CUA staff member for a personalized IT tutorial.

How did you decide on a new system? Expand/Collapse

An extensive due diligence process was carried out in order to select a new online and mobile banking system.  We first conducted a thorough scan of the IT environment for system providers that would meet our members’ needs and expectations.  We retained an international technology consulting firm to support the assessment of possible system options.  This assessment encompassed a review of each organization, governance structure, key personnel, vendor partners, system architecture, system features, innovation, client service and operational reliability.  In addition, we carried out our own due diligence, which included gathering client feedback and satisfaction data, accessing their actual systems, participating in product demonstrations and tutorials, and holding meetings with both senior executives as well as client-focused staff in these organizations.