Summer Forecast: Hot Upgrades

Summer is here and things are heating up across Nova Scotia and behind the scenes at CUA.  As you may recall, in May we advised that CUA is moving to a new online and mobile banking system during the weekend of August 16 – August 18, 2024.  In my last message, I outlined that this change is in response to member feedback and the result will include significant improvements to your online and mobile banking experience.

As always, we are committed to providing the best banking experience for our members, and keeping you well-informed as we move towards the conversion weekend. To support you, we have created an information hub for all materials related to the change, including Questions and Answers, a Member Action List and instruction guides to help facilitate any processes that may be required to ensure a seamless transition to our new system.

Change can be challenging, which is why we are here for you leading up to, during and following this transition.  In order to ensure that this process is as seamless as possible, we have been using all our communications channels to advise of the following very important information:

• Online banking, the mobile app and telephone banking will be temporarily unavailable starting at 6:00 p.m. on Friday, August 16  until 8:30 a.m. on Monday, August 19.  
• In addition, sending and receiving Interac e-Transfers will be temporarily unavailable starting at 6:00 p.m. on Friday, August 16 until 8:30 a.m. on Tuesday, August 20.  
• Complete the items on the Member Action List by 6:00 p.m. on Friday, August 16.  A key item is checking to ensure your emaill address and mobile phone number are correct in your member profile. If this information is not correct or not on file, you will not be able to access the new system. An instruction guide is available to help you ensure this important step is completed correctly.

Please note you will still be able to use your debit card for making purchases in a store or accessing an ATM during that time as well as using your credit card. These services are not impacted by the conversion.

We know this is disruptive and we apologize for any inconvenience caused during this temporary transition. We are confident that once you experience this system, you’ll find it flexible, intuitive, and easy to use.  Some of the enhancements to look forward to include:

• An improved digital experience, with more streamlined and clear information and navigation;
• The ability to log in using a self-selected username;
• More self-serve options, including access to void cheques, cancelling bill payments, and opening accounts;
• Enhanced security features, including a secure messaging system within online banking to connect with our Customer Contact Centre; and
• Other improved services like quicker in-branch transactions and an improved telephone banking system.

You can review the full list of benefits, here.  Stay tuned for upcoming updates and information on our social media channels, website, and in our monthly e-Newsletters.

While this major milestone is underway, you can still look forward to our Pride decorations at our branch locations. This is such an important time of year, where we commemorate how many barriers have already been broken, but also acknowledge the work still needed to achieve an equitable society, regardless of gender or sexual identity.  At CUA, our goal is to provide a place where every voice matters.  Make sure to stop in and celebrate with us as we show our Pride to our community.  

As always, if you have any questions, particularly related to the conversion to the new online and mobile banking system, please contact me at any time or connect with our Customer Contact Centre at 902.492.6500.