COVID-19 Pandemic Update
COVID-19 Update - March 26, 2020
It was less than a week ago that I sent my last message, and since then it certainly feels like the world has changed once again. On behalf of Collabria, I want to let you know that you remain in our thoughts and we send heartfelt wishes for health and safety to you and all those impacted by the COVID-19 pandemic. Our Collabria team understands that things are becoming tougher as increased measures to contain the coronavirus create financial uncertainty for many Canadians. We are working to find ways to help you through these difficult times and will continue to do so in the coming weeks.
As every person’s situation is different, we are committed to working with our personal and business cardholders to understand your needs and to do what we can to help you through this period of financial hardship.
Three of the new financial supports we now have in place for our cardholders include:
- Minimum Payment Deferrals for cardholders impacted by COVID-19. Payment deferrals can be requested on a month by month basis (for up to 6 months).
- For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses.
- Increased Contactless Payments to $250 for Grocery & Convenience Stores and Pharmacies
If you are experiencing a financial hardship due to the impacts of COVID-19, please call our Contact Centre at 1-855-341-4643 and we will work with you to discuss how we may be able to help you.
Like others, our contact centres are receiving an unprecedented volume of calls from cardholders needing our assistance. One way to avoid longer wait times on the phone is to use our online credit card management tool – MyCardInfo - for everyday activities.
You can use MyCardInfo to:
- Activate your credit card
- View your current balance and available credit
- View your account online via eStatement
- View your card transaction history and pending transaction
- Make one-time payments and set up AutoPay
- Sign up for paperless eStatement
- Track, manage and redeem Rewards
- Dispute transactions
- Request a Credit Limit Increase
To access MyCardInfo or to sign up if you don’t have it yet, please visit www.collabriacreditcards.ca and select your credit union. We will continue to work on ways to help you through this difficult time and will keep you informed every step of the way.
These are uncertain times, but I’m encouraged to see everyone coming together to follow the measures put in place by our respective governments and public health authorities.Truly, the only way through this situation is to work together.
If you have any questions, please contact us at 1-855-341-4643.
Sincerely,
Jean- Marc Handfield
Chief Executive Officer, Collabria
PS: Unfortunately, we are still hearing about a number of scams and fraudulent activities. Please be aware that Collabria will never send emails asking for your confidential information such as passwords, PINs or credit card numbers. For additional information, please visit https://www.collabriacreditcards.ca/, select your credit union/Benefits/Fraud Protection
Previous COVID-19 Update - March 20, 2020
On behalf of everyone at Collabria, our thoughts and heartfelt wishes go out to all those impacted by COVID-19. This includes not only those diagnosed with the virus, but also their friends and family, those whose jobs and schools have been impacted, healthcare workers, and so many more who are working to contain the virus. We recognize that this is an unsettling time and we want to provide an update on what actions Collabria’s taking in response to the COVID-19 virus.
We continue to monitor the latest guidelines from local, provincial and federal health authorities to ensure that our practices are in line with the latest recommendations and we have business continuity plans in place to ensure we continue to meet your needs during this unprecedented time. We are also taking measures to safeguard the health and well-being of our employees and their families.
In the coming weeks, we expect to experience higher-than-usual volume of calls to our Contact Centre. While our teams will continue to provide you the best possible service, our wait times may increase. To avoid potential delays, we invite you to use our online credit card management tool - MyCardInfo for many self-serve activities including:
- Sign up for paperless eStatement
- Monitor and manage your account
- View your current balance and available credit
- Track, manage and redeem your rewards
- View card transaction history and pending transactions
- Dispute a suspicious transaction
- Make a one-time payment and set up AutoPay
- View your account online via eStatement
To access MyCardInfo or sign up, please visit https://www.collabriacreditcards.ca and select your credit union.
If you have questions about travel insurance on your credit card, you can get most answers by going to the Desjardins Financial Security Life Assurance Company website DFS. This website also includes updated information about card insurance coverage. If this link does not work for you, please contact 1-877-871-3217.
If you been impacted by the COVID-19 virus, please be assured that we are here to help. In the week ahead, we will keep you updated about programs we are putting in place to help you through this difficult time.
If you have any questions please contact us at 1-855-341-4643.
Sincerely,
Jean- Marc Handfield
Chief Executive Officer, Collabria
PS - It is sad that during this difficult time we even have to mention this, but please remember that scammers and fraudsters continue to look for opportunities to take advantage of people. Do not respond to unsolicited emails, text messages, website or pop-up windows that request personal or confidential information such as your credit card number. Collabria will never send you emails asking for confidential information such as your password, PIN or credit card numbers. Please visit Collabria Financial, select your credit union/Benefits/Fraud Protection for additional information.