Frequently Asked Questions (“FAQs”) 2019

Important changes to your CUETS Financial Mastercard® credit card account.

Effective November 8, 2019, CUETS Financial credit cards will be replaced with MBNA® credit cards. CUETS Financial and MBNA are both divisions of The Toronto-Dominion Bank, who remains the issuer of the credit card account. As part of this transition, there will also be changes to the way we serve CUETS Financial cardholders online.

CUETS Financial credit cardholders can find the information you need about the upcoming changes here, and in the letter that we sent to the primary cardholder in August 2019. If we haven’t answered your questions, please contact us at 1-800-561-7849.

In August 2019, we sent a letter notifying CUETS Financial primary cardholders of these changes. For complete terms and conditions, see the account documents that were included in that letter, or click here mbna.ca/accountdocuments to access the account documents online.

Frequently Asked Questions

Expand Why is my CUETS Financial Mastercard® credit card being replaced with an MBNA Mastercard credit card?

The CUETS Financial business is winding down. As such, all CUETS Financial Mastercard credit cards are being replaced with an MBNA Mastercard.

CUETS Financial and MBNA are both divisions of The Toronto-Dominion Bank, so the issuer of your credit card remains the same.

Expand Who is MBNA?

MBNA is a division of The Toronto-Dominion Bank. MBNA provides financial products and services throughout Canada from our headquarters in Ottawa.

Expand When will I receive my replacement MBNA card?

You can expect to receive your replacement MBNA card shortly before the expiry date of your current CUETS Financial card. You can continue to use your current credit card as you do now until you receive your replacement MBNA card.

Expand Should I expect any service interruptions during the transition period?

Yes. As we go through this transition, some services (e.g., changing your address, adding Authorized Users, requesting a Balance Transfer, etc.) will experience short disruptions. We’re making every effort to minimize any disruption to you and we appreciate your patience during this transition.

Below is a full list of anticipated service interruptions and when they will occur.

SCHEDULED SERVICE INTERRUPTIONS
CUETS Financial Consumer Accounts
SERVICE INTERRUPTION DATES SERVICE TEMPORARILY UNAVAILABLE
October 3, 2019 - November 13, 2019 Switching to electronic statements (to receive e-statements instead of receiving paper statements)
November 7, 2019 - November 13, 2019 CUETS Financial Online Banking customers will be unable to enroll or login at cucardsonline.com during these dates.
MBNA Online Banking will be available for CUETS Financial cardholders starting November 13, 2019
November 2, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests for Rewards redemption including Travel/Merchandise/Cash back
2. Requests to add an Authorized User
3. Requests to process a Balance Transfer
4. Requests to process a credit balance refund (e.g. a return for credit overpayment)
November 4, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests to enroll, update, or cancel a Pre-Authorized Debit Payment (i.e. automatic payments to your credit card account set up by CUETS Financial)
2. Initiating a request to dispute a transaction
November 5, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests for a replacement credit card (Please call us at 1.800.561.7849 if your card is lost or stolen during this period)
2. Requests to remove an Authorized User
3. Requests to increase the credit limit
November 7, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests to change or unblock a credit card PIN
2. Requests to decrease the credit limit
3. Requests to change personal information (for example address change)
4. Requests to activate a credit card
No service interruptions planned for Insurance Claim Processing
Expand Will I still be able to make payments to my credit card account?

Yes. Because your account number isn’t changing, you can continue to make payments the way you do today: online, at a bank branch, over the phone or by mail. Remember, you’re required to continue to pay at least your Minimum Payment by the Due Date shown on your credit card statements.

Any pre-authorized debit services (PADS) you previously set up on the card will stay the same and your payments to your credit card account will continue to be withdrawn from your PADS bank account. In the future, the Payee name will be MBNA. No action is required on your part.

Expand Will my PIN change?

No, you can continue to use your existing credit card PIN.

Expand Will I still be able to make purchases with my current credit card?

Yes. Your credit card account number stays the same and any reoccurring bills (such as phone or internet fees, or gym memberships) will continue to be charged to your credit card.

Another great benefit: after November 12, 2019, you can add your MBNA credit card to the Apple Pay® digital wallet, enabling you to use your iPhone®, Apple Watch®, iPad® or MacBook Pro® with Touch ID® to pay for purchases at many stores, restaurants and hotels, through mobile apps and online.

Expand Do I need to re-enroll in online banking?

Yes, if you wish to use the MBNA Online Banking services you'll be required to enroll online.

If you’re not already a customer of MBNA and haven't yet registered for MBNA Online Banking, you’ll experience a whole new level of customer-friendly convenience. After November 12, 2019, you will be automatically re-directed to the new system from cucardsonline.com.

If you’re already enrolled in MBNA Online Banking, after November 12, 2019, simply login to your account and add your current CUETS Financial credit card to your existing MBNA customer profile. Go to the "My Profile" tab on the top banner of the page and select "Add an account to my list".

Important: During the transition period, there will be a planned interruption to CUETS Financial (cucardsonline.com) Online Banking between November 1-13, 2019.

Expand What information will I need to enrol in the new Online Banking platform?

You’ll need to have your credit card handy. If you are not already an existing MBNA Online Banking customer, you’ll also need to set up new MBNA Online Banking login information because, after November 1, 2019, your CUETS Financial (cucardsonline.com) Online Banking login name and password will no longer work. You will be automatically re-directed to the new MBNA Online Banking system from cucardsonline.com.

Expand What is two-step verification?

The MBNA online banking enrollment process will require that you go through a process to verify your identity online. This will be done via the Two-Step Verification process.

Two-Step Verification is an enhanced system to verify your identity online, replacing the older system of authentication questions, such as the make of your first car or your mother's maiden name. Instead, Two-Step Verification uses a unique security code that we send to your mobile device or landline by text or voice message. For additional information, click here.

Expand What can I do with the MBNA mobile app?

Great news! After your CUETS Financial credit card is replaced by an MBNA credit card, you’ll be able to download the MBNA mobile app if you wish to access information about your MBNA credit card account in a simple and secure way through your iPhone® or AndroidTM smartphone. The mobile app lets you do many of the same tasks as the MBNA Online Banking website, such as updating your personal information, viewing your monthly statement and up-to-the-minute transactions, and much more. Click here for more information.

Expand Will I be able to view my eStatements?

Starting October 1, 2019, only paper statements will be issued. But by enrolling in MBNA Online Banking after November 12, 2019, you can set your preference to receive eStatements, and can also have access to up to seven years of your old CUETS Financial statements.

In order to re-enroll to receive eStatements, after successfully enrolling in MBNA Online Banking , please log in and check your statement preference on the "My Accounts" page. Select the "Change paper statement preference" link in the "View account services" tab and follow the steps to provide your consent. We recommend you do this as soon as possible in order to enjoy the convenience of paperless statements.

Expand How do I sign up for online statements?

If you enrol in MBNA Online Banking, you can also choose to receive access to your statements electronically rather than on paper.

To receive your statements online, log in to your Online Banking account after November 12, 2019, select the "Change paper statement preference" link in the "View account services" tab and follow the steps to provide your consent.

Expand Will I lose my archived eStatements?

No. You will not lose any of your archived CUETS Financial statements. Up to seven years of your CUETS Financial statement records will be available on the MBNA Online Banking site.

Expand Will my Telephone Banking ID change?

No. If you have already set up a Telephone Banking ID (TBID), you can continue to use it. If not, you'll be required to set up a new TBID to access your account by phone.

Each MBNA credit card account requires its own TBID. If you already have one set up with your current MBNA account, but not your CUETS Financial account, you’ll need to set up a TBID for that account too.

Expand Will my Authorized Contacts be transferred to the new platform?

Due to system limitations, we can’t transition Authorized Contact information. If you had an Authorized Contact registered to your account, please contact us at 1.800.561.7849 to add your contact back onto your account.

Expand Will my Secondary Cardholder still have access to my account?

Your secondary cardholder will become an Authorized User on your account. As an Authorized User, they will have similar access to your account as they do today, but there will be some differences. To view what an MBNA Authorized User can access, please review the chart below. If you don’t want your Authorized User(s) to have this access, simply call us at any time at 1-800-561-7849 to have them removed. Please refer to the Authorized User capabilities tab for details.

Expand I am the Primary cardholder on the account. How is my Authorized User's access to my account changing?

Your Authorized User(s) will now have additional access to your account online and over the phone. Please refer to the Authorized User capabilities tab for further details. If you are the Primary cardholder on the account and you do not want your Authorized User(s) to have this level of access, simply contact us at 1-800-561-7849 any time to have them removed.

Expand What is the Credit Balance Inactive Fee?

If you have a credit balance on your account, which means that the bank owes you money because you have overpaid your account or received a refund to your card, and there is no activity on your account for 12 consecutive months, the inactive credit balance fee will be charged to your account. It will be charged annually on the date that your account was last active, in an amount equal to the lesser of the credit balance, or $25.

Expand I have a dispute in progress. Will it still be reviewed?

Yes. We’ll continue to review all ongoing disputes. For more information about how disputes are handled, click here.

Expand How do I set up the Apple Pay® mobile payment and digital wallet service on my Apple device (operating iOS® version 9 or later) iOS device?

You can start using Apple Pay after November 12, 2019, simply by adding one or more eligible MBNA credit cards to Apple Pay.

To learn how to set up your card, please click here.

Expand How do these changes impact my Credit Bureau report?

After the transition, your credit card will appear on your credit bureau reporting as MBNA.

Expand What happens to my Balance Protection Insurance?

If you're still enrolled in optional balance protection insurance on your CUETS Financial credit card on November 8, 2019, MBNA will arrange for you to keep this protection without any change to your coverage**.

If you decide to close the Account, the optional balance protection insurance will continue to be active until the outstanding balance is paid in full.

Expand Will I lose my Choice Rewards® Points?

No, you will keep all of your Choice Rewards Points and you will continue to be able to redeem them at the same rate. You can also continue to redeem for the same options including travel, merchandise, gift cards and cashback.

Expand Will I continue to earn Choice Rewards Points?

Yes, you will continue to earn Choice Rewards Points at the same rate that you do today, and the earning cap on points for each calendar year (if any) remains the same.

Expand How do I redeem my Choice Rewards Points?

Great News! You will now only need one username and password to view your credit card account and your rewards points online. You will need to register for an Online Banking account on mbna.ca after November 12, 2019, to redeem your rewards points online and view your credit card account.

To redeem points for Cash Rewards you can also call MBNA at 1-800-561-7849, 24 hours a day, seven days a week.

To redeem points for Merchandise or Travel redemptions, you can call the Rewards Centre at Phone: 1.877.877.3703 / Fax: 1.877.877.3716 / Email: contactus@itsmyrewards.com , Monday through Friday, from 8 a.m. to 10 p.m., and Saturday, from 8 a.m. to 8 p.m. Eastern Standard Time (EST).

More great news! For travel redemptions booked online, we are eliminating the $25 travel redemption administration fee. Please note, the travel redemption administration fee of $25 (plus applicable taxes) will still be applicable for travel redemptions made by phone.

Expand What can I redeem my Choice Rewards Points for?

You can redeem your Choice Rewards Points for travel (including flights, hotels, car rentals, cruises, packages, etc.), Cash Rewards (including cash back, statement credits, or charitable donations to participating charities), and merchandise (including brand name merchandise and Gift Cards from participating retailers).

Expand Is the number of Choice Rewards Points required to book travel changing?
No, the number of points required to book travel is not changing and the redemption value of the points remains the same.
Expand Is there an annual limit to the number of Choice Rewards Points I can earn?

Yes, there are annual limits on the total number of points you can earn, with the exception of the MBNA Choice Rewards World Elite. Please refer to the MBNA Choice Rewards Terms and Conditions for details on annual caps.

Expand Do my Choice Rewards Points expire?

No, your Choice Rewards Points will not expire while your credit card account remains open and in good standing, provided that you remain in compliance with the terms and conditions applicable to your account.

Expand Who can redeem my Choice Rewards Points?

The primary cardholder or an authorized user on the rewards credit card may redeem Choice Rewards Points.

Frequently Asked Questions

Expand Why is my CUETS Financial Mastercard® credit card being replaced with an MBNA Mastercard credit card?

The CUETS Financial business is winding down. As such, all CUETS Financial Mastercard credit cards are being replaced with an MBNA Mastercard.

CUETS Financial and MBNA are both divisions of The Toronto-Dominion Bank, so the issuer of your credit card remains the same.

Expand Who is MBNA?

MBNA is a division of The Toronto-Dominion Bank. MBNA provides financial products and services throughout Canada from our headquarters in Ottawa.

Expand When will I receive my replacement MBNA card?

You can expect to receive your replacement MBNA card shortly before the expiry date of your current CUETS Financial card. You can continue to use your current credit card as you do now until you receive your replacement MBNA card.

Expand Should I expect any service interruptions during the transition period?

Yes. As we go through this transition, some services (e.g., changing your address, adding Authorized Users, requesting a Balance Transfer, etc.) will experience short disruptions. We’re making every effort to minimize any disruption to you and we appreciate your patience during this transition.

Below is a full list of anticipated service interruptions and when they will occur.

SCHEDULED SERVICE INTERRUPTIONS
CUETS Financial Consumer Accounts
SERVICE INTERRUPTION DATES SERVICE TEMPORARILY UNAVAILABLE
October 3, 2019 - November 13, 2019 Switching to electronic statements (to receive e-statements instead of receiving paper statements)
November 7, 2019 - November 13, 2019 CUETS Financial Online Banking customers will be unable to enroll or login at cucardsonline.com during these dates.
MBNA Online Banking will be available for CUETS Financial cardholders starting November 13, 2019
November 2, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests for Rewards redemption including Travel/Merchandise/Cash back
2. Requests to add an Authorized User
3. Requests to process a Balance Transfer
4. Requests to process a credit balance refund (e.g. a return for credit overpayment)
November 4, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests to enroll, update, or cancel a Pre-Authorized Debit Payment (i.e. automatic payments to your credit card account set up by CUETS Financial)
2. Initiating a request to dispute a transaction
November 5, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests for a replacement credit card (Please call us at 1.800.561.7849 if your card is lost or stolen during this period)
2. Requests to remove an Authorized User
3. Requests to increase the credit limit
November 7, 2019 - November 13, 2019 The following services will be unavailable during these dates:
1. Requests to change or unblock a credit card PIN
2. Requests to decrease the credit limit
3. Requests to change personal information (for example address change)
4. Requests to activate a credit card
No service interruptions planned for Insurance Claim Processing
Expand Will I still be able to make payments to my credit card account?

Yes. Because your account number isn’t changing, you can continue to make payments the way you do today: online, at a bank branch, over the phone or by mail. Remember, you’re required to continue to pay at least your Minimum Payment by the Due Date shown on your credit card statements.

Any pre-authorized debit services (PADS) you previously set up on the card will stay the same and your payments to your credit card account will continue to be withdrawn from your PADS bank account. In the future, the Payee name will be MBNA. No action is required on your part.

Expand Will my PIN change?

No, you can continue to use your existing credit card PIN.

Expand Will I still be able to make purchases with my current credit card?

Yes. Your credit card account number stays the same and any reoccurring bills (such as phone or internet fees, or gym memberships) will continue to be charged to your credit card.

Another great benefit: after November 12, 2019, you can add your MBNA credit card to the Apple Pay® digital wallet, enabling you to use your iPhone®, Apple Watch®, iPad® or MacBook Pro® with Touch ID® to pay for purchases at many stores, restaurants and hotels, through mobile apps and online.

Expand Do I need to re-enroll in online banking?

Yes, if you wish to use the MBNA Online Banking services you'll be required to enroll online.

If you’re not already a customer of MBNA and haven't yet registered for MBNA Online Banking, you’ll experience a whole new level of customer-friendly convenience. After November 12, 2019, you will be automatically re-directed to the new system from cucardsonline.com.

If you’re already enrolled in MBNA Online Banking, after November 12, 2019, simply login to your account and add your current CUETS Financial credit card to your existing MBNA customer profile. Go to the "My Profile" tab on the top banner of the page and select "Add an account to my list".

Important: During the transition period, there will be a planned interruption to CUETS Financial (cucardsonline.com) Online Banking between November 1-13, 2019.

Expand What information will I need to enrol in the new Online Banking platform?

You’ll need to have your credit card handy. If you are not already an existing MBNA Online Banking customer, you’ll also need to set up new MBNA Online Banking login information because, after November 1, 2019, your CUETS Financial (cucardsonline.com) Online Banking login name and password will no longer work. You will be automatically re-directed to the new MBNA Online Banking system from cucardsonline.com.

Expand What is two-step verification?

The MBNA online banking enrollment process will require that you go through a process to verify your identity online. This will be done via the Two-Step Verification process.

Two-Step Verification is an enhanced system to verify your identity online, replacing the older system of authentication questions, such as the make of your first car or your mother's maiden name. Instead, Two-Step Verification uses a unique security code that we send to your mobile device or landline by text or voice message. For additional information, click here.

Expand What can I do with the MBNA mobile app?

Great news! After your CUETS Financial credit card is replaced by an MBNA credit card, you’ll be able to download the MBNA mobile app if you wish to access information about your MBNA credit card account in a simple and secure way through your iPhone® or AndroidTM smartphone. The mobile app lets you do many of the same tasks as the MBNA Online Banking website, such as updating your personal information, viewing your monthly statement and up-to-the-minute transactions, and much more. Click here for more information.

Expand Will I be able to view my eStatements?

Starting October 1, 2019, only paper statements will be issued. But by enrolling in MBNA Online Banking after November 12, 2019, you can set your preference to receive eStatements, and can also have access to up to seven years of your old CUETS Financial statements.

In order to re-enroll to receive eStatements, after successfully enrolling in MBNA Online Banking , please log in and check your statement preference on the "My Accounts" page. Select the "Change paper statement preference" link in the "View account services" tab and follow the steps to provide your consent. We recommend you do this as soon as possible in order to enjoy the convenience of paperless statements.

Expand How do I sign up for online statements?

If you enrol in MBNA Online Banking, you can also choose to receive access to your statements electronically rather than on paper.

To receive your statements online, log in to your Online Banking account after November 12, 2019, select the "Change paper statement preference" link in the "View account services" tab and follow the steps to provide your consent.

Expand Will I lose my archived eStatements?

No. You will not lose any of your archived CUETS Financial statements. Up to seven years of your CUETS Financial statement records will be available on the MBNA Online Banking site.

Expand Will my Telephone Banking ID change?

No. If you have already set up a Telephone Banking ID (TBID), you can continue to use it. If not, you'll be required to set up a new TBID to access your account by phone.

Each MBNA credit card account requires its own TBID. If you already have one set up with your current MBNA account, but not your CUETS Financial account, you’ll need to set up a TBID for that account too.

Expand Will my Authorized Contacts be transferred to the new platform?

Due to system limitations, we can’t transition Authorized Contact information. If you had an Authorized Contact registered to your account, please contact us at 1.800.561.7849 to add your contact back onto your account.

Expand Will my Secondary Cardholder still have access to my account?

Your secondary cardholder will become an Authorized User on your account. As an Authorized User, they will have similar access to your account as they do today, but there will be some differences. To view what an MBNA Authorized User can access, please review the chart below. If you don’t want your Authorized User(s) to have this access, simply call us at any time at 1-800-561-7849 to have them removed. Please refer to the Authorized User capabilities tab for details.

Expand I am the Primary cardholder on the account. How is my Authorized User's access to my account changing?

Your Authorized User(s) will now have additional access to your account online and over the phone. Please refer to the Authorized User capabilities tab for further details. If you are the Primary cardholder on the account and you do not want your Authorized User(s) to have this level of access, simply contact us at 1-800-561-7849 any time to have them removed.

Expand What is the Credit Balance Inactive Fee?

If you have a credit balance on your account, which means that the bank owes you money because you have overpaid your account or received a refund to your card, and there is no activity on your account for 12 consecutive months, the inactive credit balance fee will be charged to your account. It will be charged annually on the date that your account was last active, in an amount equal to the lesser of the credit balance, or $25.

Expand I have a dispute in progress. Will it still be reviewed?

Yes. We’ll continue to review all ongoing disputes. For more information about how disputes are handled, click here.

Expand How do I set up the Apple Pay® mobile payment and digital wallet service on my Apple device (operating iOS® version 9 or later) iOS device?

You can start using Apple Pay after November 12, 2019, simply by adding one or more eligible MBNA credit cards to Apple Pay.

To learn how to set up your card, please click here.

Expand How do these changes impact my Credit Bureau report?

After the transition, your credit card will appear on your credit bureau reporting as MBNA.

Expand What happens to my Balance Protection Insurance?

If you're still enrolled in optional balance protection insurance on your CUETS Financial credit card on November 8, 2019, MBNA will arrange for you to keep this protection without any change to your coverage**.

If you decide to close the Account, the optional balance protection insurance will continue to be active until the outstanding balance is paid in full.

OVERVIEW OF AUTHORIZED USER PRIVILEGES

On November 8, 2019 CUETS Financial credit cards will be replaced with an MBNA credit card. This will result in updates to the capabilities of additional cardholders that the primary cardholder has added to the account. The chart below provides a comparison of the current capabilities of CUETS Financial additional cardholders and the capabilities that such individuals will have as MBNA Authorized Users.

CUETS Financial Secondary cardholders and authorized users will now be referred to as Authorized Users at MBNA.

If the primary cardholder of a CUETS Financial credit card does not want CUETS Financial Secondary cardholders and authorized users to have the capabilities of Authorized User(s) at MBNA that are indicated in the chart below, the primary cardholder may call us to remove them from the account at 1 800 561 7849.

Note that between November 5 - 13, 2019 there will be a brief planned interruption to this service.

Privileges CUETS Authorized User CUETS Secondary User MBNA Authorized User
Authorized User can report a credit card lost or stolen
Including the Primary cardholder's credit card
Authorized User can request replacement credit cards for themselves only
Authorized User can request to obtain or change a PIN 
For the Authorized User only
Authorized User card activation 
For the Authorized User only
Retail Purchases
Cash Advance - ATM, Over the Counter
Balance Transfer
Enroll in Online Banking
Manage Online Banking registration (Update Alias, change password, reset password etc)
Add/Remove Account from Online Banking
Receive Email Notifications 
Including Online Banking statement notifications
Authorized User inquiries about the credit card account 
Including inquiries about transactions, account balances, rewards balance and balance transfer promos
Authorized User Update to Personal Information 
Including address change, phone number and email address for authorized user only
Name Change 
Legal name changes only (with proof) or misspelling
Set up Pre-Authorized Debit (PADs) Payments
Request a Credit Balance Refund
Access to Rewards site 
Including points earned details and rewards redemptions
Request Statement Copies
View Statements for Online Banking
View/Print/Download credit card activity from Online Banking