The following document is a compilation of the most frequently received Zendesk issues posed to Innovation post conversion.
Table of Contents
01 Forge
02 Cards
03 TeleService
04 ASAP-Cheques
05 Fraud
01 Forge
2SV – Placeholder Phone Number
Scenario
A member sees an unfamiliar phone number ending in ‘1212’ when attempting to log in to Online Banking and requesting 2SV to their phone.
Cause
When the system experiences slowness during login, it may temporarily fail to retrieve the member’s actual phone number from the database. In such cases, the system displays a dummy/placeholder number (604-555-1212) as a fallback.
Key Points:
- This is not a sign of fraud
- The member's real phone number is not changed or affected
- The correct phone number will still appear under their 2SV settings in their profile
- This placeholder number appears only when the system is experiencing slowness
Solution
What to do if a member reports this issue:
- Reassure them that it’s a known and expected system behaviour during slowness, not fraud
- Advise them to close their current session and try logging in again
- No further action is needed unless the issue persists beyond multiple attempts or over the course of a few days
- In cases where the member needs to log into their online banking immediately, please have them choose email as an alternate 2sv method. If this option is not current available for them, set them up with email on C1
2SV Setup – Best Practice
Recommended Best Practice
We recommend members setup 2SV with both their phone number and email address as this will provide added flexibility in scenarios where the member is:
- Travelling domestically or internationally and may not have access to mobile data
- Unable to receive SMS messages due to roaming restrictions or network issues
Having email setup as a second verification method, the member can:
- Connect to Wi-Fi to retrieve their 2SV code via email
This dual setup ensures they’re not locked out of their account and have an alternative way to complete the login process.
To setup an email address, in Online Banking go to the Left Navigation Menu>Profile & Settings>Change 2-Step Verification Information:
Once the email address has been successfully added, it will appear as an option during the next login:
CRA Business Taxes – Memberships
Scenario
A member is attempting to pay business taxes but receives the following error message ‘There are no accounts with sufficient funds’.
Questions to Ask The Member
- Have you consolidated your Business and Personal account login for Online Banking?
Tip: reference Mambu to ensure there are sufficient funds in the account with no holds, and Bill Payment limits are high enough.
Cause
The member has both Personal and Business memberships. Although their accounts have been consolidated, they are attempting to make a business tax payment using their Personal Member ID. This Personal membership only contains registered products and does not have a transactional account.
Because the CRA payment link only works with memberships that have a transactional account, the payment fails. Therefore, the transaction is unsuccessful because the member selected the Personal Member ID (Membership), which is not linked to an eligible transactional account.
Solution
Advise the member to:
- Delete the attempted remittance
- Create the remittance again, choosing the correct ‘Group ID (Membership)’
This will allow the system to access the appropriate Business account with the necessary permissions and funds to complete the tax payment.
CRA Payments – Setup Timeline After New Account
Scenario
Member is attempting to setup CRA Direct Deposit, and there are no accounts listed in the dropdown menu (screenshot below).
Tip: reference Mambu for the account creation and transaction dates.
Cause
The member has a new account number, and accounts can only be added for CRA Direct Deposit in Online Banking 30 days after the first transaction has been made on the new account.
Until this 30-day transaction history is established, the system will not display the account as an option for CRA Direct Deposit setup.
Solution
As a temporary workaround, advise the member to:
- Log in to their My CRA account through the CRA website
- Manually enter their new account details there to set up Direct Deposit
Once the 30-day period has passed and transaction history is available, the account will appear in the dropdown menu in Online Banking and can be used for CRA Direct Deposit setup.
Deposit Anywhere – Limitations
Scenario
Members receive the following 2 messages when attempting to deposit a cheque through Deposit Anywhere (remote deposit cheque image capture):
- ‘There appears to be an error! All errors must be corrected before continuing’
- ‘The amount you have entered and the amount on the cheque do not match. Please confirm or edit the amount’
Questions to Ask The Member:
- Is the cheque on a dark background?
- Does the image have glare?
- Is the cheque in good condition with no bends and wrinkles?
- Does the cheque contain more than 3 asterisks in the dollar field?
Cause
Cheque captures can fail for the following reasons:
- Poor lighting, light backgrounds, and the cheque is too worn or damaged to be read
- Too many asterisks printed on the cheque in the dollar field
- Specifically, the Deposit Anywhere software is unable to read the cheque amount if there are more than 3 asterisks (*) following the dollar sign ($). We have been advised that this is built-in functionality that cannot be disabled or changed. In these cases, members will need to deposit their cheques in-branch
Solution
Cheques must be in good physical condition with 3 or less asterisks to use Deposit Anywhere functionality. Members should follow the Deposit Anywhere prompts for successful deposits. If members are still experiencing issues, suggest they visit their branch.
Display Limitation: Bill Payments only Visible to Creator
Scenario
A member and their spouse share a joint account. Member 1 created a scheduled (recurring) bill payment through Online Banking. However, Member 2 cannot see this scheduled payment when they log in, even though the payment will come from their shared chequing account.
Cause
Each Online Banking login (Member ID) stores its own scheduled payments separately.
Solution
There is no fix at this time – the system is currently designed to work this way.
Duplicate Bill Payments
Scenario
A member is attempting to make Bill Payments through Online Banking on Sunday and Monday. Despite the payments being for the same amount but made on different days and from different accounts (one from Chequing – Sunday, Sept 14th and another from Savings – Monday, Sept 15th), one of the payments is being rejected as a duplicate.
Key Details:
- Payments are for the same Payee and same amount ($1000)
- Made on separate days (Sept 14th and Sept 15th)
- Made from different accounts (Chequing and Savings)
- One of the transactions gets rejected due to a ‘Duplicate Payment’
Cause
The reason this occurred is that the payments were made under the same Member ID and were processed over the weekend and on Monday.
With Mambu, the system remains live over the weekend. Therefore, when the member made a bill payment on the 14th (Sunday), and then another payment for the same amount on the 15th (Monday), the system flagged the second transaction as a duplicate. This is because Central 1’s Monday file pulls all transactions made since the end of day Friday through to the end of day Monday*. Therefore, both the Sunday and Monday payments were included, triggering a duplicate and causing one of the transactions to appear as a return on the 113-2 report.
*If Monday is a holiday, Central 1’s file pull is end of day Tuesday.
Solution
Advise the member if paying the same Bill Payee during EOD Friday through EOD Monday to vary the dollar amount paid – even by 1 cent to avoid a duplicate.
Estate Accounts – Online Banking Access
Scenario #1 – Single Signer Account
Setting up Online Banking for a newly established Estate Group with a single signer only.
Solution
In Mambu, navigate to the Estate Group Form and be sure that any Member IDs are added to the group for OLB access.
Ensure that OLB choice is set to 'Personal' and the correct suffix is chosen for the user. Be sure OLB First Time Login is set to 'No'*.
*If Online OLB First Time Login if set to ‘Yes’, you will receive an ‘Internal Server Error’ message.
Since First Time Login is set to 'No', advise the Member to go to their Settings once they are logged into OLB and change their PAC to a choice of their own.
Scenario #2 – 2 Signatures Required
The Retail account of an existing member was changed to an Estate Group with two Executors and 2 signatures required. When trying to send an EMT, the Executors receive a ‘Permission not Allowed’ error.
Cause
When checking Central 1 we can see that the original profile on OAS is still set to Retail; therefore, it does not have the correct permissions that allow 2 to sign.
Solution
The OAS profile needs to be changed to Small Business. To do this, follow these steps:
- In Mambu, navigate to the Estate Group Overview
- Scroll down to the ‘Online User ID’ fields
- Input each group member (as applicable) with their correct suffixes
- Select ‘offer MDSB’ from the Online Banking choices
- Set Online Banking first time login to ‘Yes’
- Ensure you also add each group member to the MDSB Signers list (this will allow them to approve transactions that the other member has initiated)
- Generate a New PAC if necessary
- Have the members each log into Online Banking through Desktop (not the Mobile App) to see and accept Forge Small Business Terms & Conditions
- Ask the members to create an Interac Profile
- Go back into OAS and verify the profile now indicates ‘Small Business’
Forge Small Business – 2 Signatures Required & e-Transfer Approvals not Processing
Scenario
A Small Business account requires two signatures for e-Transfer Approvals:
- User 1 initiates the e-Transfer
- User 2 approves and confirms the e-Transfer
- Result: Transaction shows Approved in Transaction Manager, but
- Funds are not debited from the account
- Recipient does not receive the e-Transfer
Cause
An e-Transfer may show as ‘Approved’ but still fail for these reasons:
- Approval timeout: The second approver took longer than 5 minutes between approving and confirming the transaction therefore causing the e-Transfer to fall into an ‘interrupted’ state
- Multiple approval attempts:
- The 1st approver clicked Approve multiple times; therefore –
- The first approval was interrupted and never completed
- Each additional approval falls into interrupted state
- Interrupted state can also happen if an approver uses the Back button or re-enters the approval page
- The 1st approver clicked Approve multiple times; therefore –
- System behavior (by design):
- Once Approve is clicked, the status updates to Approved in the Transaction Manager even if the transaction never reaches Interac or is not completed
- No successful confirmation/receipt page is generated when this happens
- Retry timing:
- Sending a new e-Transfer to the same recipient for the same amount must wait 15 minutes
- Attempts before 15 minutes will be blocked because of Interrupted state
Solution
- Approvals must be completed in one continuous action without delays
- Do not use the Back button or re-approve multiple times
- Members must verify funds were actually sent by:
- Checking account balances
- Reviewing Transaction History
- An Approved status alone does not confirm payment
Forge Small Business – Password Reset
Scenario
A member signing in with their Business ID cannot remember their password. They use the ‘Forgot Password’ feature from the login screen but the reset fails and they cannot log in.
Cause
The 'Forgot Password' feature is not compatible with Small Business logins. This is because businesses do not have a Social Insurance Number (SIN) or Date of Birth (DOB), and these fields are not included in the Business Profile in Mambu.
If a business member tries to use this feature, the system still prompts for SIN and DOB. Since these do not exist for business accounts, any entries will be incorrect, leading to failed login attempts. Multiple failed attempts may result in the user being locked out of Online Banking.
Solution
Advise the member of the following lockout timelines (which cannot be overridden by a PAC reset in Mambu):
- After 3 incorrect entries of DOB or SIN (last 3 digits), the system will not allow a member to reset their Personal Access Code (PAC) for 24 hours
- If, after waiting for 24 hours, the member makes 3 more incorrect entries of DOB or SIN (last 3 digits), the system will not allow them to reset their PAC for a week
- If, after waiting for another 24 hours following the week-long lockout, the member makes 3 more incorrect entries of DOB or SIN (last 3 digits), the system will not allow them to reset their PAC for a month.
If a Small Business member is locked out of their account due to using the 'Forgot Password' feature, follow these steps:
- Verify the number of login attempts and timeframe
- Confirm how many times the member attempted to reset their password
- Determine the timeframe of those attempts:
- Were the attempts made all at once, or spread over multiple days?
This information is critical to identify the lockout duration: 24 hours, 1 week, or 1 month
depending on the frequency and timing of the reset attempts.
- Determine and communicate the lockout period
- Based on the findings above, determine the lockout duration
- Advise the member to wait the full lockout period starting from the last password reset attempt
- Once the lockout period has passed, instruct the member to call the branch for assistance
3. Reset PAC in Mambu
- After the full lockout period has passed and the member contacts the branch:
- Reset their PAC in Mambu
Forge Small Business – Transaction Manager – Recalls
Scenario
A business member is asking why the second signer on a ‘2 signatures required’ account did not receive a notification to approve an EMT (Interac e-Transfer) transaction recall.
Cause
A signer or delegate with initiator privileges can recall a transaction they initiated, if the transaction has not yet been approved or rejected by the second signer. The second signer will not receive a notification that the transaction was recalled and does not need to approve the recall. A recall is a security feature for the initiator to cancel the transaction if needed, before full approval is given.
Solution
Provide the member with a copy of the Small Business Guide which goes into more detail about transaction approvals, rejections, and recalls.
Interac – Profile & US Cell Phones
Scenario
A member who is a US resident with a US cell phone number is unable to setup their Interac Profile – they receive the following error message ‘Please enter a valid 10-digit phone number containing only numbers’.
Cause
Only Canadian cell phone numbers can be entered under the Interac Profile.
Solution
For US members, only email addresses are accepted. Ensure the member chooses ‘Email’ as the delivery option under the heading ‘Receive Notices By’ when setting up their Interac Profile.
Interac – Missing Autodeposit Registration Email
Scenerio
Member is attempting to setup Autodeposit but is not receiving the registration email.
Cause
- Member has not setup their Interac Profile
- Member has entered the incorrect email address
- Member has Interac email addresses on their Block Senders list in their mail client (i.e. Outlook, Gmail, iCloud, etc)
- Member has a mail rule auto forwarding the email to a folder other than their inbox
- Member’s ISP (internet service provider i.e. Bell, Eastlink, etc.) is blocking the email
- Member’s email has been flagged in OAS
Solution
If a member isn't receiving the Autodeposit registration email, guide them to:
- Confirm they’ve set up their Interac Profile in Online Banking
- Double-check the email address they entered under their Interac Profile in Online Banking is correct
- Ask the member to check their junk, spam, or promotions folders. Also, suggest they try a global search of their mailbox using the following keywords: Provincial Credit Union, Interac e-Transfer, or Autodeposit
- Ask the member to check their ‘Block Senders’ list to ensure the following Interac email addresses aren’t blocked:
- notify@payments.interac.ca
- catch@payments.interac.ca
- Review mail rules or filters that may be redirecting emails to another folder
- Ask the member to contact their Internet Service Provider to check blocked emails. If the following IP addresses are blocked, the member should have their provider whitelist:
- 64.254.22.37
- 64.254.22.193
- Ensure the member’s email address isn’t flagged in OAS
Once the issue is fixed, ask them to try registering for Autodeposit again. Advise the member the Autodeposit registration email link expires in 24 hours.
Tip: If all else fails, and the member agrees, ask them to try registering for Autodeposit using a secondary email address.
Member IDs – Reason Member has More than 1
Scenario
Member inquires why they cannot see all of their single and joint accounts when they log in with their Member ID that was provided.
Cause
During the Horizon/Mambu conversion, some members chose not to merge (deduplicate) their profiles. This was often due to personal preferences, like how their Online Banking or cards are set up.
Example
Jane Smith is part of two joint groups:
- One with her spouse and another with her elderly parent
- She didn’t want to see her parent’s account details when logging in to manage the account with her spouse.
To keep these separate, she needed two different Member IDs – one for each joint group.
Solution
- Perform a search using the member’s name i.e. ‘Jane Smith’
- Be sure to review all profiles, validating matching personal details, such as:
- Address, Date of Birth, and SIN
- This is important because there may be multiple Jane Smith’s linked to different joint groups. Searching only by Member ID could miss relevant profiles.
- Provide the member with the Member ID that corresponds with each Group for successful login.
Monthly Statements – Hyperlink Cheque Viewing
Scenario
Member cannot see their cheque images through a hyperlink on their monthly statement in Online Banking.
Cause
Cheque images through Online Banking will not be available if the member continues to use their previous cheques with their old Horizon account or Legacy PCU transit number (i.e. 12345-105, transit 79053-839).
Solution
To use the hyperlink cheque image feature, members must have cheques that include their new Mambu chequing account number and PCUs transit number (i.e. 4314361111, transit 39073-839).
Multi-Membership Views
Scenario
A member with multi-memberships logs into Online Banking and can only see their primary account; joint accounts are not visible.
Cause
Memberships other than the one associated with the login ID are grouped under the ‘All’ button on the upper righthand corner of the Account Summary page.
Solution
Advise the member to choose the desired membership from the dropdown list. Also note the possibility of another member ID that this member could have that isn’t associated with this login (Search their name in Mambu and confirm if there are other matching profiles based on address, DOB, SIN).
OLB Access Grant Fails – Internal Server Error
Scenario
Staff member receives ‘Internal Server Error’ in Mambu when attempting to issue a new PAC for a commercial group.
Cause
In Mambu, if the ‘Online User ID’ section contains blank (unpopulated) open text fields, an error will occur when generating a PAC. This happens because the system tries to pull empty data from those fields.
Solution
- In the Mambu Group Overview screen, go to the green taskbar at the top right and select Edit
- Scroll down to the Online User ID section
- If any fields are blank, click the ‘X’ beside them to remove the empty entries
- Click Save Group at the bottom of the form
QuickBooks – Uploading Statements
Scenario
A Business member who downloaded a pdf copy of their monthly statement from Online Banking is receiving an error message when attempting to upload a copy to QuickBooks.
Cause
QuickBooks does not support PDF files for importing and extracting transactions.
Solution
Members are required to convert their PDF statement(s) to a supported file format, such as .CSV or .QBO, before uploading them to QuickBooks. To do this, they may use a secure third-party conversion tool of their choice, at their own discretion.
Back to top 112-1 Report – Failed Scheduled/Recurring Payments
Scenario
A member has set up a scheduled or recurring payment through Forge, but the payment was not processed.
Cause
One or more of the following may apply:
-
Insufficient funds
- The account must have enough available funds on the scheduled payment date
-
Incorrect funding account
- The member must ensure the payment is being drawn from the correct account (e.g., Chequing) with sufficient funds
-
Account limitations
- Some accounts require two signatures or additional approvals
- Ensure all required authorization procedures are followed
- Refer to the Forge Small Business Guide - Member Handout for details regarding dual signature business approvals
-
Duplicate payments
- Payments with the same amount, same vendor, same Member ID, submitted over a weekend may be rejected.
- Review the Duplicate Bill Payments section of this guide for details
Solution
- Access the 112-1 Report in the DataWatch folder
- Report name: Failed Scheduled Bill Payment Transactions
- Review the rejection error code and message to determine the reason for the failure
- Example: Error Code 450 – Cannot withdraw past the account overdraft constraint
- Explain the outcome to the member and advise on next steps (e.g., rescheduling the payment or ensuring sufficient funds).
Important Member Communication
- Inform the member that the confirmation message received during scheduling only confirms the payment was scheduled.
-
Scheduling a payment does not guarantee processing and does not reserve or hold funds in the account.
02 Cards
Blocked Debit Cards
Scenario
A member contacts the branch because their debit card is declining. When reviewing the card details in Mambu, the card status shows ‘Blocked’.
Solution
When a debit card is blocked, Risk receives an alert and contacts the member to verify the purchase. Based on the verification, Risk either removes the block or cancels the card. If Risk is unable to reach the member, a note is placed in MAMBU (Comments tab) so staff assisting the member can inform them to contact Risk.
If there is no note from Risk, it means Risk is not aware of the reason for the debit card block, and there is no need to escalate the issue to Risk. When a frontline staff member is assisting a member with a blocked debit card and is unsure whether the block should be removed, the issue should be escalated to a supervisor for assessment and decision-making – provided there is no note from Risk on the account.
This process applies only to debit cards, not Debit Mastercards.
If there is no note from Risk, follow the below steps with Supervisor during assessment and decision making:
-
Member transaction verification Note: The member must provide this information themselves.
- Ask the member to identify their most recent transactions, including:
- Date
- Approximate time
- Amount
- Merchant/place
- Transaction method (tap, chip, PIN, mobile wallet)
- Processing location (ie Charlottetown, Ontario, Quebec, etc.)
- Confirm what processing location is shown (if any) from their transaction history in Online Banking or e-Statement
- Ask the member to identify their most recent transactions, including:
-
Lock N Block
- Verify whether the member used Lock N Block to temporarily disable the card
- If yes, instruct the member to toggle the card back on
-
Next Steps
- Back to top If, after review, no fraud is suspected, the debit card may be unblocked or a replacement card issued
- Ensure to add comments to the Mambu profile regarding the steps taken prior to unblocking the card
Additional Support
For questions or further guidance, contact Risk & Compliance. Please do not submit a Zendesk ticket to Innovation for blocked debit cards.
Card Issuing – Member ID & Joint Groups
Scenario
- A joint group account exists between a husband and wife
- The husband is the primary member, and the wife is the joint member
- Both the husband and wife need their own cards to access the account
Solution
- Each card must be issued under the correct Member ID – the husband's card under his Member ID, and the wife's card under her Member ID
- After issuing the card, the joint account (where the funds are held) must be linked to the card using the Member Access Cards screen under each Member ID, so that each person can access the correct account.
Collabria Cards – Adding Cards to Online Banking
Scenario
Member 1 and Member 2 each have their own login for PCU Online Banking. They both attempt to link one single Collabria Credit Card to each of their Online Banking profiles so that they can view Collabria credit Card transactions directly through Online Banking. Member 1 successfully links their Collabria credit card to Online Banking, but after logging out and logging back in, the card no longer appears.
Cause
Member 2 has linked the same Collabria Credit Card to their Online Banking profile. Since Collabria Credit Cards can only be linked to one Online Banking profile at a time, the card was automatically removed from Member 1’s view once Member 2 added it. In other words, a single Collabria Credit Card cannot appear under multiple logins simultaneously.
Solution
Member must choose the desired login location to view the card transaction details.
Debit Cards & Debit Mastercards – USD Chequing Accounts
Scenario
A member requests to have their USD Chequing account linked to their debit card (or Debit Mastercard).
Solution
As per PCU policy, USD accounts must not be linked to debit cards (or Debit Mastercards). Card access is only available for CAD accounts.
Debit Mastercard – ABU Function
Scenario
A member visits the branch to replace their Debit Mastercard and asks whether they need to update their card number with merchants for recurring payments (i.e Netflix, Prime, Bell, etc).
Solution
If the Automatic Billing Updater (ABU) function is used when the new card is issued, the member doesn't need to update their card info with the Merchants. Participating merchants will receive the new details automatically.
Step by step instructions for using the ABU function in Mambu can be found under the Learning Library>Debit Mastercard>Policies & Procedures.
Debit Mastercard – Chargebacks on Closed Cards
Scenario
Member’s Debit Mastercard has been closed before getting a refund from ‘Amazon’ and they are wondering how they will get their money back.
Solution
Their refund appears as an outage on the Direct Pay Posting Reconciliation Report 552-1 and PCU will validate if the outage includes interchange fees. Posting will occur internally to the member’s correct account.
Debit Mastercard – Making Online Purchases
Scenario
Member is issued a new Debit Mastercard and when making a purchase online the card is declined.
Cause
- The profile information (address, name, etc.) that the member is entering on the vendor’s website during checkout does not match what is captured in Mambu
- The card hasn’t been initiated with an in-person purchase with PIN transaction
- The Vendor is not on the approved Debit Mastercard – accepting Canadian merchants list
Solution
- Ensure the information entered online matches what is on the Mambu profile
- Note: If any changes were recently made in Mambu (e.g. address update), the system needs overnight to update. The new information will not match with the vendor until the update is complete.
- In order to be successful with online transactions approval, the card must first be used with an in-person PIN transaction
- Ensure the Vendor is on the accepting Canadian merchants list
Supplementary Debit Mastercard information
Foreign currency transactions are approved anywhere Mastercard is accepted:
- For International in-person transactions, the member must insert their card and choose ‘Debit Mastercard’ from the list choices on the PIN pad terminal.
-
Ensure to advise member to choose ‘Debit Mastercard’ when using this product internationally.
03 TeleService
Information Requirements
Scenario
Member cannot get logged into TeleService.
Cause/Solution
The issue can sometimes be caused by the system not recognizing the correct keypad tones. If the member has access to a landline or an alternate phone, please have them try calling from that device to see if it solves their issue (or assist the member by using Genesys on their behalf).
Additionally, please review the following with the member:
- TeleService Number: 1-800-963-4848
- 3 Digit Credit Union Number: 907 (for everyone)
- Correct Member ID is being entered (including Suffix, if applicable, same as they would enter for Online Banking)
- Correct TAC
- Correct Mambu Chequing or Savings Account Number
- Ensure the member is not entering ‘#’ in between prompts
- Ensure the member is entering the digits at a reasonable speed for the system to register the dial tones (not too fast, not too slow)
04 ASAP-Cheques
Account Creation
Scenario
Staff member is new to PCU, or their role, and does not have an ASAP-Cheques login.
Solution
If a staff member does not have an existing ASAP-Cheques account, the ASAP Administrator at their location (the Branch Manager or the MSR ll) can request a new login by sending an email to: info@asap-cheques.com.
Information required for new account setup includes the following:
- User's name
- User’s email address
- Branch institution code
Once the account is created, the staff member will receive an email directly from ASAP-Cheques containing their new login and password.
Login Reset
Scenario
A staff member cannot get logged into their ASAP-Cheques account.
Cause
ASAP-Cheques is set to disable usernames after 6 months of inactivity (and assigned temporary passwords expire after 45 days).
Solution
To reset a password, go to the ASAP-Cheques website and use the chat bubble feature found on the bottom righthand side of the landing page. ASAP-Cheques can reset a user’s password via chat. Simply provide the username and institution code (ex: Jane Smith, Charlottetown: C-PC3-0001).
Cheque Orders & Institution Codes
Scenario
Staff member is uncertain how to order cheques for a member from a different branch.
Solution
When ordering cheques for members, please use the following branch institution codes:
- Charlottetown: C-PC3-0001
- Stratford: C-PC3-0002
- North Rustico: C-PC3-0003
- Montague: C-PC3-0004
- Kensington: C-PC3-0005
- Wellington: C-PC3-0006
- Tyne Valley: C-PC3-0007
- O’Leary: C-PC3-0008
- Tignish: C-PC3-0009
- Alberton: C-PC3-0010
To order cheques for a member from a different branch (Institution Code), follow these steps:
- Enter the Institution Code of the branch you want to order cheques under
- Log in using your existing User Code and Password
- This will allow you to place the order as if you're working under that branch.
05 Fraud
Online Banking Suspected Fraud
Scenario
Member calls the branch about a suspected Online Banking fraud attempt.
Solution
Disable Online Banking on Mambu to protect the members accounts during investigation and complete the Risk & Compliance Account Security Checklist.
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