Credit card services upgrade FAQs

We heard from cardholders like you that simple changes to our credit card services could make your Shared Interest™ Visa* card experience even better. We listened – we’re upgrading our credit card services on Monday, January 14, 2019. To learn more about these changes, view the FAQs below or select a topic to jump to a section.

General
Accessing Visa card account online
Changes to My Visa Rewards Plus
Primary Cardholders and Authorized Users
Citizens Bank™ name change
Discontinuing epost
Oxfam™ Canada and Amnesty™ International Visa Credit Cards

Please note, Primary Cardholders and Authorized Users will not have the same access to their Visa account information after the upgrade. Learn more about the differences between a Primary Cardholder and an Authorized User.

 

General

When has the Credit Card Services Upgrade been deferred until?

We want to let you know we are deferring our planned credit card services upgrade from Monday, November 5, 2018 to Monday, January 14, 2019. The changes apply to Citizens Bank of Canada Shared Interest™ Visa* card accounts, issued by Vancity Community Investment Bank (formerly called Citizens Bank of Canada1).

The new launch date will help ensure the upgrade is as seamless as possible for Citizens Bank of Canada Shared Interest Visa cardholders. Until January 14, 2019, there will be no changes to how you can use your credit card or access account information online.

Because the system upgrade will now take place on Monday, January 14, 2019:

Stay tuned. Watch for updates online at vancitycommunityinvestmentbank.ca/upgrade and in upcoming statements.

1 Please note that we changed our name from Citizens Bank of Canada to Vancity Community Investment Bank. We are in the process of updating the name, which will include your credit card and statements. For more information on Vancity Community Investment Bank, please visit vancitycommunityinvestmentbank.ca/Visa.

What simple changes and improvements will I see after the credit card services upgrade?

Simpler way to log in with the updated Manage my Visa card website

Currently, you use two different logins to access My Visa Account to manage your Visa card and My Visa Rewards Plus to redeem reward points. After the upgrade, you’ll simply log in at Manage my Visa card to manage your card online. 

Improved rewards experience

Redeeming and understanding the value of your reward points will be easier with our enhanced rewards program and website.

Save time with other self-serve options

Other time-saving improvements include activating new and renewal cards, updating your PIN # and sending secure messages online.

Will my card still work during the upgrade?

During the upgrade, you’ll still be able to use your Shared Interest Visa card to make purchases. However, some of our credit card services will not be available for a few days:

From Wednesday, January 9 through Sunday, January 13:

  • You won’t be able to log into the rewards website or redeem points
  • You also won’t be able to activate your card, change your PIN # or adjust your credit limit

From Friday, January 11 through Sunday, January 13:

  • You’ll still be able to use your Shared Interest Visa card to make purchases
  • You won’t be able to access your credit card account information online or the automated telephone banking system
    Card Services will still be available 24/7 for questions, advice and to review your account information (from before Friday, January 11) with you

Starting Monday, January 14, you’ll be able to log into the new Manage my Visa card website, redeem points, access account information, make changes to your account and access the automated telephone systemp

Are there any changes to the Vancity Community Investment Bank Credit Card Agreement, Certificate of Insurance and rewards program terms and conditions?

Yes, we’ve updated our Vancity Community Investment Bank Credit Card Agreement (for Personal Use), Certificate of Insurance and Vancity Community Investment Bank Rewards™ terms and conditions, effective Friday, January 11. The agreement was mailed to all Primary cardholders in September. You can also view all agreements online.

Where can I learn more about the upgrade?

To learn more about the upgrade, read our FAQs or visit vancitycommunityinvestmentbank.ca/upgrade or call Card Services 24/7 toll-free at 1-800-611-8472.



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Accessing Visa card account online

How will the way I log into my Visa card account online change?

Simpler way to log in with the updated Manage my Visa* card website.

Currently, you use two different logins to access My Visa Account to manage your Visa card and My Visa Rewards Plus to redeem reward points. After the credit card services upgrade on Monday, January 14, you’ll simply log in at Manage my Visa card to manage your card online.

If your Visa card earns reward points, once you log into the updated Manage my Visa card website, you’ll be able to redeem points on the Vancity Community Investment Bank Rewards™ website without logging in again.

Will I continue to access my credit card account at My Visa Account after the upgrade?

No, you’ll now access your credit card account at our updated Manage my Visa card website. This website will have a new look and new features for Primary Cardholders, including:

  • Activate your card online
  • Change your PIN # online
  • Send secure messages for account servicing, questions, etc.
  • View and download eStatements
  • Opt-out of paper statements

How do I log into Manage my Visa card as a Primary Cardholder?

Currently, you log into My Visa Account to access your card online. After the upgrade on Monday, January 14, you’ll log into the updated Manage my Visa card website instead.

If you’ve logged into My Visa Account prior to January 2019:

Starting January 14, you can log into Manage my Visa card using the same username and password.

If you haven’t logged into My Visa Account prior to January 2019 or don’t have a login:

If you don’t have an existing My Visa Account login after Monday, January 14, you can register to create a new one by selecting ‘Register now’.

If you have multiple Shared Interest Visa card accounts, register the account where you’re the Primary Cardholder first. If you’re the Primary Cardholder of multiple cards, register the one you use the most often first to set it as your default card. You’ll be able to add more cards to your account online after it has been created.

Please note, Primary Cardholders and Authorized Users will not have the same access to their Visa account information after the upgrade. Learn more about the differences between a Primary Cardholder and an Authorized User.

How do I log into Manage my Visa card as an Authorized User?

Currently, you log into My Visa Account to access your card online. After the upgrade on Monday, January 14, you’ll log into the updated Manage my Visa card website instead.

If you’ve logged into My Visa Account prior January 2019:

Starting January 14, you can log into Manage my Visa card using the same username and password.

If you haven’t logged into My Visa Account prior January 2019 or don’t have a login:

If you don’t have an existing My Visa Account login after Monday, January 14, you can register to create a new one by selecting ‘Register now’. If you have multiple Shared Interest Visa card accounts, you’ll need to register a separate login for each card.

Please note, Primary Cardholders and Authorized Users will not have the same access to their Visa account information after the upgrade. Learn more about the differences between a Primary Cardholder and an Authorized User.

What account information will I have access to in Manage my Visa?

Starting Monday, January 14, after the credit card services upgrade, you’ll log into the updated Manage my Visa card website to manage your card online.

Primary Cardholders

Primary Cardholders will have access to:

  • All account information including the current balance, available credit, credit limit, statement balance, payment history and more
  • All transaction details including transactions from Authorized Users on their account
  • Reward points balance and a link to the rewards website where you can redeem points
  • Statements which can be viewed online or downloaded as PDFs (eStatements)
  • Statement preferences where you can opt-out of paper statements and receive email notifications

Authorized Users

Authorized Users will have access to:

  • Limited account informationincluding the current balance, available credit and credit limit
  • Only their transaction details(not the transactions from other cardholders on the same account)

Learn more about the differences between a Primary Cardholder and an Authorized User.

Will I be able to access my Visa eStatements in Manage my Visa card?

Yes. After the credit card services upgrade, if you’re a Primary Cardholder, you’ll be able to view and download your Shared Interest Visa accounts statements online as PDFs (eStatements) after Monday, January 14. They’ll be accessible for 18 months through Manage my Visa card.

If you want to stop receiving paper statements in the mail, update your statement preferences after Monday, January 14 on the Manage my Visa card website to receive an email notification when a new eStatement is available.



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Changes to My Visa Rewards Plus

Are you making changes to the My Visa Rewards Plus program?

Yes. As part of our credit card services upgrade taking place Monday, January 14, we’re improving the rewards program and website and changing the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards™.

Overall:

  • Points will be easier to redeem via the new website
  • The value of your points will be easier to understand
  • More reward options starting at 2,000 points ($20 rewards value)
  • More travel and gift card options
  • You’ll no longer be able to redeem points for merchandise

Please note, only Primary Cardholders will have access to the rewards website to redeem points (if applicable) after the upgrade.

 

Your rewards options

Will I still be able to redeem points for financial rewards? What are my cash back options?

Yes. As of Monday, January 14, these will be called cash back options (instead of financial rewards) and will include:

  • Shared Interest™ Visa* account balance payment
  • Pay with points – New option, more details to come

Will I still be able to redeem points for travel? What are my travel options?

Yes. You can already redeem your points for flights, hotels, car rentals, cruises and vacation packages. Starting Monday, January 14, we’ll be adding even more travel options on the Vancity Community Investment Bank Rewards website – including experiences and attractions.

Use your points and book an experience like cheering on your favourite sports team or having a ski day in Whistler. Or, choose from 11,000 attractions across 1,200 locations worldwide. Whether it’s a seaplane tour over Vancouver, or even the Louvre Museum in Paris, you’ll have the option to redeem your points for amazing travel experiences.

I’ve redeemed points for travel that takes place after the upgrade. What will happen to my booked travel?

If you’ve booked flights, hotel, car rentals, cruise and tours with My Visa Rewards Plus that takes place after Monday, January 14, your booked travel will still be valid.

Will I still be able to redeem points for merchandise?

No, we’ve discontinued merchandise rewards as of Thursday, October 4. Starting Monday, January 14, we’ll offer more gift card options.

You’ll still be able to redeem points for financial rewards (cash back), travel, gift cards and charitable donations today and after the upgrade.

Will I still be able to redeem points for gift cards? What are my gift card options?

Yes. Starting Monday, January 14, the point value of the gift card catalogue will match the rest of our rewards redemption categories. For example, a $100 gift card will be the same as a $100 payment on your Visa account, both will be worth 10,000 points.

We’re also moving away from electronic gift cards. As of Monday, January 14, you’ll receive physical gift cards sent to you through the mail. We’re also increasing the number of gift card options you’ll have to choose from to over 60 cards – view the full list below.

Gift card options

As of August 16, 2018. Please note these are subject to change.

* Multi-Brand card (i.e. Gap includes Baby Gap)

Categories and options

Gift card values

Dining

Applebee’s

$25

Boston Pizza

$25

Earl’s Restaurants

$25

Harvey’s*

$25

Milestones Bar & Grill*

$25

Montana’s BBQ & Bar*

$25

Olive Garden*

$25

Pizza Pizza*

$25

Starbucks

$25, $50

Subway

$25

Swiss Chalet Rotisserie & Grill*

$25

The Keg Steakhouse & Bar

$50, $100

Tim Hortons

$25

Entertainment

Cineplex Odeon

$25, $50

iTunes

$25, $50

Shopping

Amazon.ca

$25, $100

American Eagle

$25

Banana Republic*

$25, $50

Bed Bath & Beyond

$25

Best Buy

$50, $100

Build-A-Bear

$25

Canadian Tire

$25, $50

Champs Sports

$25

Chapters*

$25, $50

Coles*

$25

DSW

$50

Gap*

$25, $50

Hudson’s Bay Co.*

$50, $100

IGA*

$25, $100

Indigo*

$25, $50

Loblaws*

$25, $50

M&M Meat Shops

$25

Mark’s Work Wearhouse

$25

No Frills*

$25, $100

Old Navy*

$25, $50

Pier1 Imports

$25

Pottery Barn*

$25

Real Canadian Superstore*

$25, $100

Rona*

$50

Roots*

$25

Shoe Warehouse

$50

Shoppers Drug Mart

$25

Staples

$25

Stokes

$25

Sunglass Hut

$25

SuperValu*

$25, $50

The Children’s Place

$25

The Shoe Company*

$50

Thinkkitchen

$25

Thrifty Foods*

$25

Town Shoes*

$50

West Elm*

$50

Whole Foods

$25

William Sonoma*

$50

Your Independent Grocer*

$25, $100

Travel and leisure

Best Western (English)

$100

Esso

$50, $100

Fairmont Hotels

$100

Petro-Canada

$25, $100

Home

Home Depot

$25, $50, $100

Home Hardware

$25

Home Outfitters*

$25

Home Sense*

$25, $50, $100

Marshalls*

$25, $50, $100

Winners*

$25, $50, $100

Sports and outdoors

Golf Town

$25

Sport Chek

$25

Will I still be able to redeem points for charitable donations? What are my charity options?

Yes. Starting Monday, January 14, you’ll be able to donate points to the following charities:

  • Alzheimer Society of B.C.
  • Amnesty International Canadian Section
  • Atira Women’s Resource Society
  • BC Cancer Foundation
  • BC Children’s Hospital Foundation
  • BC Society for Prevention of Cruelty to Animals
  • Burns Bog Conservation Society
  • Canadian Cancer Society BC & the Yukon
  • Canadian Centre for Policy Alternatives (BC office)
  • Canadian Society Promoting enviro. Conservation
  • Canadian Unicef Committee
  • Co-operative Development Foundation Of Canada
  • Covenant House Vancouver
  • Doctors Without Borders Canada
  • Ecojustice Canada Society
  • Ecotrust Canada
  • Evergreen
  • FarmFolk/CityFolk Society
  • Fraser Basin Council Society
  • Hua Foundation (via. Global Youth Ed. Network Society)
  • Greater Vancouver Food Bank Society
  • Heart And Stroke Foundation of BC and Yukon
  • Multiple Sclerosis Society Of Canada
  • Ocean Wise Conservation Association
  • Our Place Society
  • Oxfam Canada
  • Pembina Foundation for Shared Interestn. Research and Education
  • Reconciliation Canada – A New Way Forward Society
  • Sierra Club of British Columbia Foundation
  • SPCA Vancouver Hospital Trust Fund
  • Squamish Food Bank Society
  • Stephen Lewis Foundation
  • The Canadian Red Cross Society
  • The David Suzuki Foundation
  • The Downtown Eastside Women’s Centre Association
  • The Nature Conservancy of Canada
  • Union Gospel Mission
  • United Way of the Lower Mainland
  • Vancity Community Foundation
  • Vancity Shared InterestFund™
  • Vancity Humanitarian Fund
  • Victoria Hospice and Palliative Care Foundation

These charities have been popular options for cardholders in the past. Point redemptions for charitable donations start at 2,000 points ($20 rewards value).

When redeeming points for charity, you have the option to make the donation in your name or in someone’s honour. If you do not want your name to be disclosed to the charity, you may choose to make the donation anonymously. However, you’ll need to make the donation in honour of someone in order for us to send you a tax receipt.

A charitable tax receipt issued by the Vancity Community Foundation will be sent to the mailing address of the primary account holder within 2-3 weeks of the redemption.

 

Redeeming your points

What’s the minimum point redemption?

Currently you need 5,000 points to redeem points for cash back and 3,200 points to redeem points for gift cards. We’re lowering this minimum redemption amount on Monday, January 14 to start at 2,000 points ($20 rewards value) for cash back and 2,500 points ($25 rewards value) for gift cards. This means you’ll have more options using less points and you can start redeeming your points sooner.

Can I redeem My Visa Rewards Plus points during the upgrade?

To prepare for the upgrade on Monday, January 14, there will be a period of time where you will not be able to redeem your reward points.

  • Last day to redeem for merchandise (excluding gift cards) – Thursday, October 4 at 11:59 pm
  • You will not be able to redeem points for cash back, travel, gift cards and charitable donations from Wednesday, January 9 to Sunday, January 14 inclusive

If you’d like to redeem reward points before the upgrade, you’ll need to enrol in the My Visa Rewards Plus to make the redemption.

Remember, register before Monday, December 31 to receive 2,000 My Visa Rewards Plus points ($20 rewards value) just for signing up. You don’t need to enrol for My Visa Rewards Plus in order redeem points on Vancity Community Investment Bank Rewards. However, you won’t get these bonus points if you don’t enrol before the Monday, January 14 upgrade. To enrol, visit myvisarewardsplus.com.

What is an Authorized Redeemer? How do I add them to my account?

An Authorized Redeemer can redeem reward points on the Primary Cardholder’s behalf. An Authorized Redeemer doesn’t have to be an Authorized User.

The Authorized Redeemer will need to call the Vancity Community Investment Bank Rewards Service Centre for verification purposes before they can redeem points on your behalf. The Authorized Redeemer can only redeem points over the phone and not through the rewards website.

When you add an Authorized Redeemer to your account, you’re granting them permission to redeem your Vancity Community Investment Bank Rewards points over the phone through the Vancity Community Investment Bank Rewards Service Centre.

If you currently have Authorized Redeemers on your My Visa Rewards Plus account, you’ll need to grant them permission again after the upgrade on Monday, January 14 by adding them to your Vancity Community Investment Bank Rewards account profile. Adding them is easy – use the new rewards website or call us and we can do it for you.

 

Accessing the rewards website

Are you making changes to the My Visa Rewards Plus website?

Yes. We want to create a more personalized experience for our cardholders. With the new Vancity Community Investment Bank Rewards website launching Monday, January 14, you’ll also be able to easily redeem points on any of your devices which will save you time.

How do I log into the Vancity Community Investment Bank Rewards website?

Primary Cardholders will be able to access the rewards website to redeem points by logging into the updated Manage my Visa card website. Once logged in, you’ll be able to access the rewards website to redeem points without logging in again (if applicable). You’ll just need to enter the CVV found on the back of your card.

Will I need to sign up for Vancity Community Investment Bank Rewards?

No, if you have a card that earns reward points, you’ll automatically be enrolled into Vancity Community Investment Bank Rewards.

If you enrol for the current My Visa Rewards Plus program before Monday, December 31, 2018, you’ll receive 2,000 reward points ($20 rewards value) just for signing up. You don’t need to enrol for My Visa Rewards Plus in order redeem points on Vancity Community Investment Bank Rewards. However, you won’t get these bonus points if you don’t enrol before the Monday, January 14 upgrade. Visit myvisarewardsplus.com to enrol.

Can I view my past My Visa Rewards Plus redemptions on the new Vancity Community Investment Bank Rewards website?

No. While your current points balance will appear on the new Vancity Community Investment Bank Rewards website, your previous account activity, such as your point redemption history, will not be transferred to the new website on Monday, January 14.

What will happen with My Visa Rewards Plus points balance?

If you have any unused reward points before the January upgrade, you’ll be able to use them on the new website starting Monday, January 14. Your balance will stay the same.

 

Transferring your points

Will the My Visa Rewards Plus point system change with Vancity Community Investment Bank Rewards?

Yes, for the better. The upgrade on Monday, January 14 will make understanding the dollar value of your points easier. For example, 100 points will be equal to $1 of rewards for all reward categories, including gift cards.

On the Vancity Community Investment Bank Rewards homepage and throughout the website, you’ll see the dollar value of your points. That means you’ll no longer need to calculate the value of your points on your own.

I have more than one Vancity Community Investment Bank Visa account that can earn points. Can I transfer points between those Visa accounts?

Yes. If you’re the Primary Cardholder of more than one Vancity Community Investment Bank Visa account and each account is in good standing, you can transfer points between them by calling 1-800-611-8472.

Starting Monday, January 14, we’re also removing the $25 fee to transfer points between Shared Interest Visa card accounts with the same Primary Cardholder. You’ll then be able to make this transfer at no cost.

For example, if you have a Shared Interest Classic* Visa card and Shared Interest Gold™ Visa card, you can consolidate points from both rewards accounts into one.

Can I transfer my points to the Primary Cardholder of a different Vancity Community Investment Bank Visa account, a Vancity Visa card account or other reward programs?

No. Primary cardholders can only transfer points between their own Vancity Community Investment Bank Visa accounts. For example, you can’t transfer points from your account to your sister’s account if she has a different Vancity Community Investment Bank Visa account.

Also, starting Monday, January 14, cardholders will no longer be able to transfer points between Vancity Community Investment Bank Visa card accounts and Vancity Visa accounts. If you want to transfer or consolidate points from multiple accounts where you’re the Primary Cardholder, you should do so before the upgrade.

Points earned through other reward programs, credit card companies, banks or credit unions can’t be transferred to My Visa Rewards Plus or Vancity Community Investment Bank Rewards.



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Primary Cardholders and Authorized Users

What’s the difference between a Primary Cardholder and an Authorized User?

Primary Cardholders and Authorized Users of Shared Interest™ Visa* cards will not have the same access to their Visa account information after the credit card services upgrade on Monday, January 14.

It’s helpful to know if you’re a Primary Cardholder or an Authorized User so you know which credit card services upgrade changes apply to you.

The Primary Cardholder is the person who applied for the Visa account. They’re responsible for all charges on the Visa account. They own all the reward points earned on the account and can redeem them. The Primary Cardholder can give other people permission to transact on the Visa account by adding Authorized Users to their account.

The Authorized User has a credit card with their name on it, issued on the Primary Cardholder’s Visa card account. The cards we issue to Authorized Users are sometimes called ‘supplementary cards’ or ‘additional cards’. The reward points belong to the Primary Cardholder and can only be redeemed by them. Authorized Users will not be able to redeem points, unless they have been designated as an Authorized Redeemer by the Primary Cardholder.

Remember, even if there are Authorized Users on the account, the Primary Cardholder is responsible for the account and promises to pay Vancity Community Investment Bank for all fees and interest we charge on the account and all the transactions. Any purchases made by an Authorized User will appear on the monthly statement. Authorized Users should keep in mind that the credit card account belongs to the Primary Cardholder, and any purchases Authorized Users make using their card won’t help build their credit history.

For more details on these different cardholder roles, please review your Vancity Community Investment Bank Credit Card Agreement (for Personal Use) effective Friday, January 11, 2019.

How do I know if I’m a Primary Cardholder or an Authorized User

If you’re not sure if you’re a Primary Cardholder or an Authorized User before the credit card services upgrade on Monday, January 14, check your statement. The Primary Cardholder’s transactions appear first on the statement. If you don’t have a statement handy, you can also call us toll-free at 1-800-611-8472.

What Visa account information will I have access to?

Starting Monday, January 14, after the credit card services upgrade, you’ll log into the updated Manage my Visa card website to manage your card online.

Primary Cardholders

Primary Cardholders will have access to:

  • All account information including the current balance, available credit, credit limit, statement balance, payment history and more
  • All transaction details including transactions from Authorized Users on their account
  • Reward points balance and a link to the rewards website where you can redeem points
  • Statements which can be viewed online or downloaded as PDFs (eStatements)
  • Statement preferences where you can opt-out of paper statements and receive email notifications

Authorized Users

Authorized Users will have access to:

  • Limited account informationincluding the current balance, available credit and credit limit
  • Only their transaction details (not the transactions from other cardholders on the same account)

If you’re a Primary Cardholder and want to stop receiving paper statements in the mail, you’ll be able to update your statement preferences after January 14 on the Manage my Visa card website to receive an email notification when a new eStatement is available.

What will I have access to on the rewards website?

Only Primary Cardholders will have access to the Vancity Community Investment Bank Rewards™ website. The reward points belong to the Primary Cardholder and can only be redeemed by them. Authorized Users will not have that option, unless they have been designated as an Authorized Redeemer by the Primary Cardholder.

As part of our credit card services upgrade taking place Monday, January 14, we’re improving the rewards program and website and changing the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards.

What is an Authorized Redeemer? How are they added to the to the Visa account?

An Authorized Redeemer can redeem reward points on the Primary Cardholder’s behalf. An Authorized Redeemer doesn’t have to be an Authorized User.

The Primary Cardholder can add Authorized Redeemers to their account. When an Authorized Redeemer is added to an account, they are being granted permission to redeem the Primary Cardholder’s Vancity Community Investment Bank Rewards points over the phone through the Vancity Community Investment Bank Rewards Service Centre.

The Authorized Redeemer will need to call the Vancity Community Investment Bank Rewards Service Centre for verification purposes before they can redeem points on the Primary Cardholder’s behalf. The Authorized Redeemer can only redeem points over the phone and not through the rewards website.

If you currently have Authorized Redeemers on your My Visa Rewards Plus account, you’ll need to grant them permission again after the upgrade on Monday, January 14.

How to add Authorized Redeemers starting January 14:

  • Log into the new Vancity Community Investment Bank Rewards website and select ‘Add Authorized Redeemers’ in your account profile
  • Call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242.



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Citizens Bank™ name change

Did Citizens Bank of Canada change their name?

Yes. We’ve changed our name from Citizens Bank of Canada to Vancity Community Investment Bank™ (effective April 2017). The new name will appear on your account statements and online starting in January.

If you are a Citizens Bank™ Visa* cardholder, you can continue to use your Citizens Bank Visa card, Reloadable Visa card or prepaid Corporate Reward Visa card to make purchases as usual.

 

For Citizens Bank Visa cardholders

Can I still use my Citizens Bank Visa card to make purchases?

Yes, you are still able use your Citizens Bank Visa card to make purchases as usual.

Have the terms and conditions of my Citizens Bank Visa card changed?

Effective Friday, January 11, 2019, your Vancity Community Investment Bank Credit Card Agreement, Insurance Agreement, and the Vancity Community Investment Bank Rewards Terms and Conditions, will be updated as part of our credit card services upgrade. Until then, the existing terms and conditions continue to apply.

Will I still earn My Visa Rewards Plus points when I use my Citizens Bank Visa card?

Yes and we’re improving the program as part of our credit card services upgrade. Effective Monday, January 14, we’re improving the rewards program and website and changing the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards™.

Can I still continue to redeem My Visa Rewards Plus points?

Yes, you’ll still be able to redeem points for a payment towards your account balance, travel, gift cards, and charitable donations.

What will happen when my Citizens Bank Visa card expires? Will I receive a replacement card from Vancity Community Investment Bank?

All cardholders will receive replacement cards with the Vancity Community Investment Bank logo starting early 2019. If your card expires before then, you will receive a replacement card with the Citizens Bank logo.

 

For Citizens Bank Reloadable Visa cardholders

Can I still use my Citizens Bank Reloadable Visa card to make purchases?

Yes, you are still able use your Citizens Bank Reloadable Visa card to make purchases as usual.

Have the terms and conditions of my Citizens Bank Reloadable Visa card changed?

No, your current Citizens Bank Reloadable Visa card terms and conditions are still in effect.

Can I still add funds to my Citizens Bank Reloadable Visa card?

Yes, you are still able to add funds to the card as usual by reloading your card via an electronic bill payment in online banking. Please visit myreloadable.ca, select ‘Using Your Card’, and view the ‘Loading funds onto your card’ selection.

Can I still view my balance and transaction history when I log into myreloadable.ca?

Yes, you are still able to view your balance and transaction history when you log into myreloadable.ca. Over time, you will notice the new name and logo when you visit the website.

What will happen when my Citizens Bank Reloadable Visa card expires? Will I receive a replacement card from Vancity Community Investment Bank?

If your Citizens Bank Reloadable Visa card account is in good standing and has a positive balance one month before it expires, we’ll mail a replacement card to the address on file prior to the card expiry date. All cardholders will receive replacement cards with the Vancity Community Investment Bank logo starting early 2019, so if your card expires before then, you will receive a replacement card with the Citizens Bank logo.

 

For Citizens Bank prepaid Corporate Reward Visa cardholders

Can I still use my Citizens Bank prepaid Corporate Reward Visa card to make purchases?

Yes, you are still able to use your prepaid Corporate Reward Visa card to make purchases as usual.

Have the terms and conditions of my Citizens Bank prepaid Corporate Reward Visa card changed?

No, your current Citizens Bank prepaid Corporate Rewards Visa card terms and conditions are still in effect.

Can I still view my balance and transaction history when I log into myrewardcard.ca?

Yes, you are still able to view your balance and transaction history when you log into myrewardcard.ca. Over time, you will notice a new name and logo when you visit the website.



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Discontinuing epost

Will Vancity Community Investment Bank be participating in epost after the upgrade?

No. Vancity Community Investment Bank will no longer be participating in the Canada Post epost™ service after the credit card services upgrade. This means if you currently have epost set up for your Visa* statements, you’ll no longer receive them in epost starting Friday, January 11, 2019.

Instead, your Visa eStatements will automatically be available on our Vancity Community Investment Bank Manage my Visa card website starting January 2019. You’ll still be able to access your previous statements through epost for up to seven years from the time they were received. Read on to learn more.

Does epost still keep a record of my old Visa statements?

Yes, epost keeps a record of documents on file for 7 years.

When do I stop receiving my Visa statement on epost?

Effective Friday, January 11 2019, new statements will stop being sent through epost.

Will I receive paper statements after epost is discontinued?

To ensure there’s no disruption to receiving your statements during the transition to the upgraded system, we’ll restart mailing paper statements. To avoid missing a Visa statement, please ensure your mailing address on file is correct. To update your address, please give our Card Services a call at 604-648-5182 or toll free 1-855-648-5182.

Will Vancity Community Investment Bank offer Visa eStatements after the upgrade?

Yes, in January 2019, we will be posting eStatements automatically on Manage my Visa card website. You’ll need to log in to Vancity Community Investment Bank Manage my Visa card website.

How can I stop receiving paper Visa statements?

To opt-out of paper statements, you’ll need to complete a Statement Preferences form available online at the new Manage my Visa card website starting Monday, January 14. Please note, when you opt-out of paper statements, your next two statements will still be mailed to you. After that, you’ll only receive eStatements.

My address is different from the one that I registered on epost. How do I update my address?

Please give our Card Services a call at 604-648-5182 or toll free 1-855-648-5182 and we’ll be able to assist you with updating your address.

Do I need to cancel my epost account?

No, there is no action required from your end. Effective January 11, 2019, you will stop receiving any new Visa statements through epost. If you cancel your epost account you will no longer have access to your old Visa statements.

We urge you to start to opt out of paper statements as soon as you can starting January 14.

Can I view my Visa account online?

You can access your Visa transactions (includes current balance, payments made, transactions, and current Vancity Community Investment Bank Rewards™) online on the My Visa account website. Note that this website will be updated on January 14 and called Manage my Visa card.

Who should I contact if I have questions?

Please give our Card Services a call at 604-648-5182 or toll free 1-855-648-5182 and a representative will be able to assist you.



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Oxfam™ Canada and Amnesty™ International Visa Credit Cards

What changes will I see on my Oxfam Canada and Amnesty International Visa accounts?

The name of your Visa account will become the Shared Interest Classic* Visa Card, effective Friday, November 2, 2018. You will see the updated name on your statement, online and re-issued credit cards. Note: Your Visa account number will not change. Please continue to use your Amnesty International or Oxfam Canada Visa credit card until you receive and activate your new Shared Interest Classic Visa card. 

In addition, your Visa account will have a new feature: when you make a transaction starting Friday, November 2, you will earn Vancity Community Investment Bank Rewards™ points. You will be able to redeem reward points for cash back, gift cards, travel and donations to charitable organizations such as Oxfam Canada and Amnesty International online or by phone.

Can I continue to support Oxfam and Amnesty’s initiatives?

Effective Friday, November 2, Vancity Community Investment Bank will donate 10 cents for each transaction you make to the Shared Interest Fund. The Shared Interest Fund supports not-for-profit initiatives aimed at effecting positive social, economic and environmental change. 

Rest assured, you will still be able to support Oxfam Canada and Amnesty International by redeeming the points to make a charitable donation; if you donate at least $20, you will get a charitable donation receipt which you can claim on your income tax.  

Will I receive a new Vancity Community Investment Bank credit card?

If your current card expires before early 2019, you will receive a new Citizens Bank Shared Interest Classic Visa credit card. In early 2019, we’ll send you a new Vancity Community Investment Bank Shared Interest Classic Visa credit card with a ‘tap-to-pay’ feature. In the meantime, please continue to use your Amnesty International or Oxfam Canada Visa credit card until you receive and activate your new Shared Interest Classic Visa card. 



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™Vancity Community Investment Bank is a trademark of Vancouver City Savings Credit Union, used under license.™Citizens Bank is a trademark of Citizens Bank of Canada.*Trademark of Visa Int., used under license.