QUESTIONS ABOUT TELEPHONE BANKING

Will I notice any changes to telephone banking?

You will notice some changes to our automated telephone banking service ("IVR"): After September 30, when you call us next you will:

  • hear a new voice;
  • be prompted to set up a telephone banking ID when you call us, for each account you have with us;
  • need to please listen carefully to all options before you make your selection; our options have changed.
  • You will only need to set up your telephone banking ID once for each account individually, and then use it each time you call us.
  • Some features will no longer be available: account statement reprint requests, access cheque fulfillment requests, and access to self-enrollment for insurance and rewards balances. Please note that most of these features will be available through Online Banking.

How do I enroll in telephone banking?

Next time you call us, you will be prompted to set up a telephone banking ID to access our automated telephone banking service ("IVR"), and to speak with a Customer Service Representative. If you have multiple accounts, you will need to set up each credit card account separately. You will be prompted to set up a telephone banking ID when you call us. Please have your credit card(s) handy when you call, as you’ll need it with you to enroll.

What is a Telephone Banking ID?

The Telephone Banking ID (“TBID”) is part of a new security & authentication process we are implementing. The TBID is a four-digit number that we will use to identify you when you call in to our Call Centre. The Telephone Banking ID needs to be set up individually for each of your credit card accounts. You can conveniently set up a Telephone Banking ID through our automated system on or after September 30, 2014.

Why do I need a Telephone Banking ID?

The Telephone Banking ID (TBID) will be used for identification purposes. It will also give you secure access to the new automated telephone banking system, including access to speak to a Customer Service representative.

Can I set up the same Telephone Banking ID for each of my accounts?

The security of your accounts and personal information is of utmost importance to us. Therefore, we recommend you choose a unique Telephone Banking ID (TBID) for each of your accounts.

Will the Telephone Banking ID carry over if my account number is changed?

In order to ensure the highest levels of security on your account, your Telephone Banking ID (“TBID”) will not carry over if your account number changes for any reason. You will need to set up a new TBID once you receive your new credit card account number.

Do my Authorized User/Secondary Users have their own Telephone Banking ID?

Yes. All cardholders on the account will need to set up a Telephone Banking ID (“TBID”) to access the enhanced Telephone Banking service on or after
September 30, 2014. Please note: the Authorized Users should choose their own unique TBID, known only to them.

Can I create my Telephone Banking ID online?

No. You can only create your Telephone Banking ID by calling in, on or after September 30, 2014.

Why is the telephone number stated on the letter different from the one on the back of my credit card?

The telephone number stated in the letter provides you with pre-recorded messages regarding the conversion and is updated on a regular basis with reminders and important information. At any time during the call, you can press 1 and speak to a representative or visit us online for updates at mbna.ca