Cardholder Information

If you applied for one of the CUETS Financial issued MasterCard cards online and have questions, our Customer Service Centre will be happy to help.

Customer Service (MasterCard Applications, cardholder inquiries, card delivery)

1-877-770-0738
cucardsonlineservice@cuets.ca
*For online card services, visit www.cucardsonline.com.

Lost & Stolen Cards

within Canada and continental U.S.A.
1-800-567-8111

outside Canada and continental U.S.A.
1 (306) 566-1276 (collect)

Partner With Us - Business Solutions

Issuing Services

Co-brand and Affinity Card Programs
(306) 566-7422

Card Production, Fulfillment & Distribution Services

Card Production, Fulfillment and Distribution Services
(306) 566-1976

Corporate Information

Main Switchboard

(306) 566-1269

Resolving Disputes with CUETS

Our Commitment To You
CUETS Financial (“CUETS”), a division of MBNA Canada Bank, is a company of people who are committed to providing the finest products backed by a consistently top quality service. An important part of fulfilling this commitment is making it easy for you to contact us if you have any concerns or questions.

Step 1

Evaluate and define your concern.

• Assemble all the relevant facts and paperwork in chronological order.
• Pay special attention to dates and the names of people involved.
• Determine how CUETS can help you.

Step 2

Contact CUETS by phone or mail.

Phone
Our highly skilled Customer Service associates are available 24 hours a day, seven days a week. We empower our associates to resolve customer concerns on the first call. A committed management team supports our associates.

Bilingual - toll-free telephone number:

1.800.561.7849

Mail
Our Customer Service associates review all letters mailed to us by customers, then endeavor to resolve each customer's concerns. We will acknowledge your correspondence within 5 days of receipt.

CUETS Financial
Attention: Customer Service
P.O. Box 3030
Regina, SK S4P 3G8

Step 3

Ask to speak to a manager.

If, after speaking with one of our Customer Service associates, the matter is not resolved to your satisfaction, please ask to speak to a manager.

Step 4

Write to the Customer Advocate's Office.

If you have followed Steps 2 and 3 and still aren't satisfied, write to the Customer Advocate's Office.

Our Customer Advocate's Office (CAO) is mandated to facilitate departmental reviews of unresolved complaints. The CAO manager will ensure that senior managers of the
department(s) involved will evaluate your concern and make every effort to develop a resolution with you.

Please write a letter describing your concern(s), including the following details:

• When the problem started and any relevant dates (in chronological order)
• Copies of statements and other documents (if available and applicable)
• Names of associates and dates of contact with the bank (include copies of any earlier correspondence sent to us)

CUETS Financial
Attention: Customer Advocate's Office
P.O. Box 3030
Regina, SK S4P 3G8

Step 5

Contact the Bank's Ombudsman

If your concern remains unresolved, you should contact the Bank's Office of the Ombudsman. Again, please ensure that you include the following details:

• When the problem started and any relevant dates (in chronological order)
• Copies of statements and other documents (if available and applicable)
• Names of associates and dates of contact with the bank (include copies of any earlier correspondence sent to us)

The Bank's Ombudsman is mandated to provide an independent and impartial review of unresolved complaints. In addition, the Ombudsman works with senior managers to improve processes and increase customer satisfaction.

You may contact the Ombudsman's Office if you have followed Steps 2, 3 and 4 and as long as legal proceedings are not pending regarding the matter. If it is determined that you have not followed the complaint resolution process above, the Office of the Ombudsman will forward your concern to the appropriate department and person and provide you with verbal or written confirmation of this development.

Phone: 1.877.405.6262

Mail:
CUETS Financial
Attention: Ombudsman
P.O. Box 3030
Regina, SK S4P 3G8

Step 6

Contact the Ombudsman for Banking Services and Investments (OBSI).

The Ombudsman for Banking Services and Investments ("OBSI") is an independent organization that will investigate your concern once you have used all available options within CUETS. The OBSI must be apprised of the situation within six (6) months of the Bank's Ombudsman's review.

Mail:
Ombudsman for Banking Services and Investments
P.O. Box 896
Station Adelaide
Toronto, ON M5C 2K3

For further information:
Toll-free phone: 1.888.451.4519
Toll-free fax: 1.888.422.2865
Email: ombudsman@obsi.ca
Website: obsi.ca

Complaint Procedures

The Financial Consumer Agency of Canada (FCAC) monitors and supervises financial institutions that are regulated at the federal level to ensure compliance with federal consumer protection measures on issues such as branch closures, coercive tied selling, complaint procedures, and cost of borrowing disclosure.

With respect to complaint handling, the FCAC does not play a role in quality of service, product pricing and billing or payment errors. Rather, the FCAC works to protect and educate consumers in the area of financial services.

If your complaint or inquiry concerns any consumer provision found in federal law, please call the Financial Consumer Agency of Canada at 1.866.461.3222. If you prefer, you may write to: FCAC, 6th Floor, 427 Laurier Avenue West, Ottawa, Ontario K1R 1B9 or through its website at: www.fcac-acfc.gc.ca.

Coercive Tied Selling

Section 459.1 of the Bank Act prohibits coercive tied selling. Specifically, it is against the law for a bank to "impose undue pressure on, or coerce, a person to obtain a product or service from a particular person, including the bank or any of its affiliates, as a condition for obtaining another product or service from the bank." For example, if you apply for an CUETS FINANCIAL Canada credit card, we cannot require you to obtain another product as a condition for obtaining the credit card.