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
(613) 907-2721

Card Production, Fulfillment & Distribution Services

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

Corporate Information

Main Switchboard

(306) 566-1269

Resolving Your Complaints for MBNA and CUETS Financial Products or Service

We are committed to providing you with the best customer experience we can. Your confidence and trust are important to us. If you have a concern, we want to work with you to resolve it as quickly and effectively as possible.

By following the steps below, you can help ensure that your concern is handled as efficiently as possible.

Step 1
Talk to your MBNA or CUETS Financial Representative

Many concerns can be resolved right at the time when they occur. Discuss your concern with your MBNA or CUETS Financial Customer Service Representative who will be happy to help you.

If the MBNA or CUETS Financial Customer Service Representative is not able to resolve your concern to your satisfaction, please ask to speak to a Manager.

How to Contact Us:

Mail       MBNA
             Attention: Customer Service
             P.O. BOX 9614
             Ottawa, ON K1G 6E6

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

Phone    MBNA
              1-888-876-6262
TDD        1-800-872-5758

              CUETS Financial
              1-800-561-7849

STEP 2
Elevate Your Concern

If you have contacted us and are not satisfied with the resolution that has been suggested, your concern can be referred to a representative of our Senior Management team by contacting us by phone or in writing as follows:

Mail        MBNA/CUETS Financial
              Attention: Customer Advocate’s Office
              P.O. BOX 9629
              Ottawa, ON K1G 6V1

Phone    1-877-405-6262

STEP 3
Contact the TD Ombudsman

If you have been through the first two steps and you still feel your concern has not been resolved, please contact the TD Ombudsman using the contact information below. The office of the TD Ombudsman acts as an independent body that mediates between customers and different TD groups (including MBNA and CUETS Financial) to resolve outstanding concerns. When you refer a concern to the TD Ombudsman, the office will conduct a thorough and impartial investigation and work to reach a fair and reasonable resolution.

The TD Ombudsman does not normally investigate concerns regarding bank policies, including credit granting policies or risk management decisions; levels of interest rates, service charges or fees that apply to all customers; or matters where legal action has already commenced or has been concluded.

Mail       TD Ombudsman
             P.O. Box 1, Toronto-Dominion Centre
             Toronto, ON M5K 1A2

Fax       1-866-891-2410

Email     td.ombudsman@td.com

Please include your full name, address, telephone number(s) and the details of your concern in your letter, email or fax. The TD Ombudsman can also be reached by telephone at 416-982-4884 or toll-free at 1-888-361-0319.

Additional resources – External Agencies
ADR Chambers Banking Ombuds Office (ADRBO)

This independent dispute resolution service can provide you with information and a further review of your complaint if you do not accept the decision of the TD Ombudsman. You can contact this service if you have waited more than 90 days for a resolution after elevating your concern.

Mail         ADR Chambers Banking Ombuds Office (ADRBO)
               112 Adelaide Street East
               Toronto, ON M5C 1K9
Phone     1-800-941-3655
Fax          1-877-307-0014
Email       contact@bankingombuds.ca
Website  www.bankingombuds.ca

Financial Consumer Agency of Canada ("FCAC")

The Financial Consumer Agency of Canada supervises financial institutions such as banks to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interests of consumers. We provide our customers with enhanced protection through our public commitments and our adherence to certain codes of conduct that govern the industry. For more information about our voluntary codes of conduct and public commitments please refer to TD’s complaint handling procedures, which are available at a TDCT branch or online at www.td.com.

If you have a complaint that you think may involve a violation of a consumer protection law, a public commitment or an industry code of conduct, contact FCAC by telephone, mail or through their website as follows:

Mail         Financial Consumer Agency of Canada
               Enterprise Building, 6th Floor
               427 Laurier Avenue West
               Ottawa, ON K1R 1B9
Phone     1-866-461-3222
Website  www.fcac-acfc.gc.ca

Please note: The FCAC does not become involved in matters involving product pricing and billing or payment errors – all such requests must follow the problem resolution process set out in this brochure.

Office of the Privacy Commissioner of Canada (OPCC)

The Office of the Privacy Commissioner of Canada investigates privacy complaints under the Personal Information Protection and Electronic Documents Act (PIPEDA).

If your complaint or inquiry concerns a privacy issue, please contact the OPCC as follows:

Write to:       The Privacy Commissioner of Canada
                     112 Kent Street
                     Ottawa, Ontario K1A 1H3
Website:       www.privcom.gc.ca
Toll-free Telephone:
                     1.800.282.1376
Fax:              613.947.6850

MBNA and CUETS Financial are divisions of The Toronto-Dominion Bank.
CUETS is a trade-mark of Credit Union Central of Canada, used under licence

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.

We try to make every interaction a positive one, but we realize that there will be times when this isn’t the case. When you do have a concern, please let us know. We want to resolve the issue quickly and use your feedback to continually improve our customer service.

Country Sanctions and Financial Transactions on your Card

Your card can be used all over the world except in certain countries where there are economic and trade sanctions and high risk of money laundering and terrorist financing. These countries are subject to change at any time.

Examples of where CHOICE REWARDS MasterCard credit cards and GLOBAL PAYMENT MasterCard cards cannot be used to process transactions from include but are not limited to:
Iran
Myanmar (Burma)
North Korea
Syria
Sudan

You should be aware that under U.S. Office of Foreign Asset Control (OFAC) regulations, customers who are U.S. citizens are subject to regulations that limit the use of their cards in certain jurisdictions sanctioned by OFAC, and that similar regulations may exist in other jurisdictions applicable to their citizens.