 1 - Admission and subscription
1.1 How can I get a Client Card?
1.2 How old do I have to be to get a Client Card?
2 - My Client Card
2.1 Can I pick whatever PIN I want?
2.2 Can I change my PIN without changing my card number?
2.3 My card is demagnetized. What should I do?
2.4 Who do I call if I lose my card?
2.5 If my card is stolen, can anyone gain access to my bank accounts?
2.6 What personal information appears on my Client Card's magnetic stripe?
2.7 Fraud seems to be in the news a lot these days. Should I be worried?
2.8 How do criminals find out someone's PIN?
3 - Banking operations
3.1 When I make a deposit at a banking machine, I’m not always able to access the funds I’ve deposited right away. Why does that happen?
3.2 What is the maximum withdrawal I can make from a banking machine without making a deposit?
3.3 Can I access my US$ account with my Client Card?
1 - Admission and subscription
1.1 How can I get a Client Card?
As a rule, you’re given a Client Card when you open a bank account. However, if you already have an account, just drop by your branch with two valid pieces of ID so that you can be positively identified. You will be given your card right away and you can then choose your Personal Identification Number (PIN) directly on the automated banking machine (ABM).
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1.2 How old do I have to be to get a Client Card?
Children as young as 7 can be issued a Client Card, but it is restricted to the deposit function. If a minor wants a Client Card with no restrictions, i.e., a card that will enable him to make deposits and withdrawals, and perform any other types of transactions permitted at our ABMs, parental approval is required. Just drop by your branch.
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2 - My Client Card
2.1 Can I pick whatever PIN I want?
Yes, as long as it is a combination of 4 numbers. However, you must keep some security rules in mind. For instance, never use numbers based on your name, date of birth, address, telephone number, social insurance number or any combination that could be traced to you. Easy combinations like 1111 or 1234 are not acceptable.
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2.2 Can I change my PIN without changing my card number?
Yes. To change your PIN, just go to any National Bank ABM that has the option "PIN SELECTION" in the main menu. Since the ABMs are available all the time, you can choose your PIN whenever you want.
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2.3 My card is demagnetized. What should I do?
Go to any National Bank branch for a replacement. Your PIN will be transferred from your old card to your new one without any further action on your part.
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2.4 Who do I call if I lose my card?
If your card is lost, stolen or retained by an ABM, call 1-800-361-0070 or (514) 281-3159 right away for your protection. These numbers are available 24/7. You can also call TelNat from 6 a.m. to midnight, 7 days a week at 1?888?4-TELNAT or (514) 394-5555. Once the National Bank has been notified, your card will be cancelled immediately and you will be referred to a branch to get a new one.
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2.5 If my card is stolen, can anyone gain access to my bank accounts?
No transactions can be performed without your PIN. If you follow these instructions, you can eliminate any risk of fraud:
- To protect your money, protect your PIN.
- Keep an eye on your card at all times when you are performing an Interac Direct Payment transaction or using an ABM.
- Never lend your card to anyone.
- Your PIN is your electronic signature; never reveal it to anyone, even a family member, a friend or the police. Bank employees will never ask you for your PIN. Your PIN is absolutely confidential.
- Memorize your PIN and don’t write it down anywhere.
- When carrying out an ABM or Interac Direct Payment transaction, use your hand or your body to prevent people from seeing you enter your PIN. Don’t enter your PIN unless you feel absolutely safe.
- If you think someone may have seen you enter your PIN, go to one of our ABMs right away and change it. You can do this with the "PIN SELECTION " option available on National Bank ABMs.
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2.6 What personal information appears on my Client Card's magnetic stripe?
Your PIN does NOT appear on the magnetic stripe, nor does any other personal information like your address, telephone number or bank account No.
The only information stored on the magnetic stripe is information like the card number, its expiry date and its language code, which are card details necessary for carrying out a transaction.
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2.7 Fraud seems to be in the news a lot these days. Should I be worried?
Using a Client Card is safer than carrying cash. In fact, Interac Direct Payment is the most popular form of payment in Canada, with the total number of transactions expected to reach 2.5 billion in 2003 according to the Interac Association. The number of transactions is growing from year to year, and there are many people using the service.
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2.8 How do criminals find out someone's PIN?
The most common way criminals get someone’s PIN is by using some subterfuge to watch cardholders entering their PIN (such as looking over their shoulder) at an ABM or when they use Interac Direct Payment. That’s why you shouldn’t feel embarrassed to tell people to look away when you’re performing a transaction. After all, your PIN is the key to your bank account.
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3 - Banking operations
3.1 When I make a deposit at a banking machine, I’m not always able to access the funds I’ve deposited right away. Why does that happen?
When your Client Card is issued, you are assigned a deposit withdrawal rating based on your file. This rating determines how much you can withdraw from a deposit as well as the number of days the amount will be frozen. To find out your deposit withdrawal rating, ask at your branch or call TelNat at 1‑888‑4-TELNAT or (514) 394-5555.
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3.2 What is the maximum withdrawal I can make from a banking machine without making a deposit?
Depending on the funds available in your account, you can withdraw a maximum of $500 a day, up to $1,500 per week (Sunday to Saturday), from an ABM using your Client Card. If your MasterCard is equipped with a PIN, the same withdrawal limits apply.
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3.3 Can I access my US$ account with my Client Card?
Unfortunately, no. The Client Card can access only CDN$ accounts. However, these accounts can be accessed abroad through the Cirrus banking machine network.
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