Important change to Desjardins credit cards

Overview

As of July 15th we have transitioned our Desjardins credit cards to Collabria, a leading provider of payment solutions.

WHAT YOU NEED TO KNOW

In order for your credit card to remain in good standing you must update your payee information in online banking to Collabria Visa. Your new account number is available on your Collabria statement and on prospera.mycardinfo.com.

If you have any questions or concerns, please call us at 1.888.440.4480 or visit your Prospera branch.


Members must call Desjardins to request previous statements and transaction history

Consumer cards: 1-800-363-4345
Business cards: 1-800-266-5662



Activation

READY TO ACTIVATE YOUR NEW PROSPERA CREDIT CARD?

To minimize disruption to your credit card account, your new card will need to be activated by you any time after 12:01am PST on July 15, 2018. Rest assured, at 12:01am PST on July 15, 2018 all of your credit card account information such as balance details, statements, transaction history, and Bonus Dollars will automatically transfer to your new credit card. However, you will need to activate your new card to make any further transactions. If you haven’t received your new Collabria card yet, don’t worry – it’s on its way and your Desjardins Visa will continue to work until you receive your new Collabria card.

To activate, simply choose the option below best suited to your situation for detailed instructions.



I want to use my new card ASAP Expand/Collapse

Using the PIN you received in the mail is the simplest and quickest way to activate and start using your new Prospera credit card. You can activate online or by phone as follows:

Online

  1. Visit prospera.mycardinfo.com
  2. Click Enroll located below the Login button.
  3. Follow the steps to create a profile.
  4. Click, “Yes” when you receive the “Card Activation Query” message.
  5. Enter the three digit code on the back of your new Prospera credit card and Expiration Date and press “CONTINUE”.
  6. Your card is activated once the screen displays the, “Your card has been activated.” Message.

By phone

  1. Call the automated card activation service any time after 12:01am PST on July 15 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. Do not select the option to change PIN online.
  5. Discard the sticker from the front of your card after activation.
  6. You can now immediately use your Prospera credit card by using its tap functionality or by entering the PIN mailed to you.

I do not like the pin I've been sent Expand/Collapse

  1. Call the PIN-Now Service at: 1-844-788-2725
  2. Follow the prompts including entering your card number, birth year, birth day and month and card the security code that appears on the back of your new card.
  3. Set your new PIN when prompted.
  4. Use your card and new PIN. The first time you transact with this card you will likely receive an “Invalid PIN” message. It may take three times for your new PIN to be accepted. After this first successful transaction with the new PIN, your card will work normally.

I did not receive a pin Expand/Collapse

If you didn’t receive your new PIN in the mail or you’ve misplaced it, don’t worry! You can select a new one during the activation process. Here’s how:

  1. Call the PIN-Now Service at: 1-844-788-2725
  2. Follow the prompts including entering your card number, birth year, birth day and month and card the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. You will be provided with an option to change your PIN. Press “1” to “Change PIN” and follow the prompts.
  5. The system will confirm the PIN change was successful or will transfer you to a live agent to complete the PIN change.
  6. Your first purchase must be made at an in-store terminal as follows:
    1. Insert your card into the merchant’s payment device (tap functionality will not work).
    2. Complete three PIN entries at a POS terminal.
    3. The first two entries will fail and the third will activate your new PIN and complete your purchase.
  7. Your future Prospera credit card purchases can now be completed by using its tap functionality or by entering your new PIN only once.

I did not receive the replacement card sent to me Expand/Collapse

Not to worry. You can have a new replacement card sent to you by following these steps:

  1. Call Collabria cardholder services at 1-855-341-4643.
  2. Follow the prompts, selecting “lost or stolen credit card”.
  3. You will be transferred to a representative who will assist and advise how a card will be re-issued, including an option to rush delivery.
  4. Once you’ve received your new card and PIN information, activate it any time after 12:01am PST on July 15, 2018 by choosing the instructions provided here that are best suited for your situation.

I am going to be away July 15, 2018. What should I do? Expand/Collapse

That will depend on when you’ll be leaving town. If you receive your new replacement Prospera credit card and PIN before leaving, you can take both with you and activate the card by telephone any time after 12:01am PST on July 15, 2018 by following these simple instructions:

  1. Call the automated card activation service any time after 12:01am PST on July 15, 2018 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. Do not select the option to change PIN online.
  5. Discard the sticker from the front of your card after activation.
  6. You can now immediately use your new Prospera credit card by using its tap functionality or by entering the PIN mailed to you.

If you don’t receive the card before leaving or will not have telephone access while away, you will not be able to activate your new card and will need to activate it upon your return. Therefore, please ensure you have another form of payment available while away.

Important: Updating pre-authorized and recurring transactions Expand/Collapse

Will any pre-authorized or recurring transactions automatically transfer to my new card? No, they will not automatically transition to the new card. Therefore, to avoid any declines to your credit card account, contact all vendors you previously had pre-authorized payments set-up with as soon as possible to provide your new credit card details.

How do I make changes to any pre-authorized or recurring transactions? You will need to contact each individual vendor that you have a pre-authorized or recurring transaction set up with and provide them with your new credit card details.

Conversion

YOUR CREDIT CARD WILL STOP WORKING 11:00 pm PST, Tuesday, July 17.

When will my existing credit card stop working? Expand/Collapse

You will no longer be able to use your old Desjardins credit card on 11:00 pm PST, Tuesday, July 17. Starting at 12:01am PST on July 15, 2018 you will be able to activate your new Prospera credit card.

What will happen if I try to use my current card on or after 11:00 pm PST, Tuesday, July 17? Expand/Collapse

Any transactions that take place on or after 11:00 pm PST, Tuesday, July 17, including pre-authorized transactions, will decline. Your replacement card will need to be activated by you any time after 12:01am PST on July 15, 2018 and can be used immediately.

How long will I be without access to my credit card account? Expand/Collapse

If you choose not to activate your card by 11:00 pm PST, Tuesday, July 17 you will be without access until you do so as the Desjardins card will stop working on 11:00 pm PST, Tuesday, July 17. As long as you activate your new card 11:00 pm PST, Tuesday, July 17, your credit card service will be uninterrupted.

Do I need to keep my disabled Desjardins Credit card after July 15, 2018 or can I destroy it? Expand/Collapse

If you have booked travel or made other reservation arrangements that will require you to show the credit card you made the reservation with, be sure to keep your disabled card. Otherwise, you can simply destroy your old card after you activate your new credit card on July 15, 2018.

Can I transition to my new card earlier than July 15, 2018? Expand/Collapse

No. To ensure your credit card account information such as balance details, statements, transaction history, and Bonus Dollars automatically transfer to your new credit card, you will need to wait until July 15, 2018 for the conversion to complete.

I don’t want to go through this process. Can I keep my existing card? Expand/Collapse

No. Prospera changed credit card providers on January 1, 2018 to provide you with improved card benefits and support. As a result, all cards are being transitioned and your existing credit card will stop working on 11:00 pm PST, Tuesday, July 17.

Will my existing card number and PIN be the same on my new card? Expand/Collapse

No. Your new Prospera credit card will have a different card number and a different PIN. Once you have activated your new credit card you will be able to change your PIN if desired. If you have pre-authorized transactions set up on your existing Desjardins credit card, you will need to contact the merchant to provide your new card number. If you pay your bill using online banking, you’ll also need to update that bill vendor and card number.

What happens to my Credit card account information and rewards points? Expand/Collapse

At 12:01am PST on July 15, your credit card account information such as balance details, statements, transaction history, and Bonus Dollars will automatically transfer to your new credit card.

CREDIT LIMITS AND INTEREST RATES

Will my credit limit remain the same? Expand/Collapse

Yes. There will be no change to your credit limit. Guaranteed cards, also referred to as cash secured cards, will also keep the same limit.

Can I request a different credit limit? Expand/Collapse

Yes. After you have activated your new Prospera credit card, you can apply for a different credit limit by contacting Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Credit card.

Will my interest rate remain the same? Expand/Collapse

In many instances the interest rate on the new card options will be lower than existing rates; however, this depends on the replacement card you receive. For full details, please review the card features and benefits section in the, ‘Your New Card’ tab above.

Will my balance transfer promotional rate continue on my new Credit card? Expand/Collapse

Yes. The rate and timeframe of the balance transfer promotion you previously received remains the same and abides by the same terms and conditions.

ANNUAL FEES

When will the annual fee be due on my new Credit card? Expand/Collapse

? If an annual fee is applicable to your new Prospera credit card, your annual fee anniversary date will not change from what it was on your previous Desjardins credit card. For example, if your previous Desjardins annual fee was in December, then your new Prospera card annual fee will also be due in December.

Card & Pin Delivery

When will I receive my new card and PIN information? Expand/Collapse

You will receive your new replacement card and PIN information in two separate mailings for security purposes. These will both arrive before July 15, 2018. If you haven’t received your new Collabria card yet, don’t worry – it’s on its way and your Desjardins Visa will continue to work until you receive your new Collabria card.

If I have multiple Desjardins credit cards being replaced, how can I tell which PIN mailer belongs with which card? Expand/Collapse

You can tell the two apart by looking at the card carrier (the letter your replacement card is attached to) information below the credit union and cardholder name. Below this is a line that includes alphabetic characters and numbers and the last group of numbers will align to the numbers on the appropriate PIN mailer as shown in the samples below.

What if I haven’t received my new card or PIN information by July 15, 2018? Expand/Collapse

At any time on or after July 15, 2018 contact Collabria Card Services at 1-855-341-4643. Once you’ve selected your preferred language select option 3 for “other card services” and a Collabria representative will assist you.

What if I won’t be in town when my new Prospera credit card arrives? Expand/Collapse

You can simply activate it upon your return. However, please ensure you have an alternate payment method as your existing Desjardins credit card will stop working on 11:00 pm PST, Tuesday, July 17 and you will not have access to your credit card account until you activate your new replacement card.

Will my card number and PIN be the same as my previous card? Expand/Collapse

No. Your new Prospera credit card will have a different card number and a different PIN. Once you have activated your new replacement Prospera credit card you will be able to change your PIN if desired. If you have pre-authorized transactions set up on your existing Prospera credit card, you’ll need to contact the merchant to provide your new card number. If you pay your bill using online banking, you’ll also need to update that bill vendor and card number.

What happens to my existing Desjardins credit card account information and rewards points? Expand/Collapse

At 12:01am PST on July 15, 2018, your old Desjardins credit card account information such as balance details, statements, transaction history, and Bonus Dollars will automatically transfer to your new replacement card.

FEATURES AND BENEFITS

If you would like to know more about the features and benefits of your replacement card(s), click here.

REQUESTING A DIFFERENT CARD

What if my new Prospera credit card doesn’t meet my needs? Expand/Collapse

We have a wide-variety of new card options for you to choose from if you feel your replacement card doesn’t meet your needs. To ensure a smooth transition of your existing balance details, statements, transaction history and, Bonus Dollars, you will first need to activate your new card. After which, you can contact Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Prospera credit card—to review the card options available to you.

INSURANCE COVERAGE

Are items I’ve purchased on my existing card still insured by the insurance coverage on my new Prospera credit card? Expand/Collapse

To verify insurance coverage, please review the insurance certificate you will receive with your replacement card. If you have any questions or concerns, contact the insurance provider outlined on that insurance certificate. Important information on this can also be found near the bottom of the features and benefits section of your replacement card type.

Using your new card

SETTING UP ONLINE ACCESS

How do I get online access to my credit card account? Expand/Collapse

Visit prospera.mycardinfo.com and register your new credit card. If you have multiple card types, you will need to register each separately. Within prospera.mycardinfo.com you can view transactions, Flex Dollar balance and statements, make payments and set up fraud and travel alerts.

PAYMENTS

How do I make payments to my credit card account? Expand/Collapse

There are three ways to make a payment to your credit card account. The fastest and recommended approach is to register with prospera.mycardinfo.com to make a payment from your account or call Collabria customer support with your account information. Alternatively, you can pay in-person at any Prospera Credit Union branch or via online bill payment, both of which can take up to 5 business days to process.

CASH ADVANCES

Where can I get a cash advance? Expand/Collapse

Cash advances can be completed at any EXCHANGE ATM including any Prospera Credit Union ATM. The amount you can withdraw at one time may differ depending on the ATM.

FLEX REWARDS

How do I redeem my points? Expand/Collapse

To explore rewards or redeem your points, please visit the Collabria reward site.

Where do I find my reward points balance? Expand/Collapse

You can find your rewards points balance by registering on the Collabria reward site.

TROUBLESHOOTING

What should I do if my card or PIN isn’t working? Expand/Collapse

Contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Prospera credit card.

My new Prospera credit card was declined when I used it. What should I do? Expand/Collapse

First, ensure you have activated your card. Refer to the “Activate New Card” tab above. If you have completed the activation steps, contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Prospera credit card.

I received notification that a pre-authorized transaction was declined. What do I do? Expand/Collapse

Contact the vendor to ensure they have your updated credit card information. Also, be sure to contact any other vendors you have pre-authorized transactions set up with to provide your new credit card information.

My payment or transaction didn’t show up. What do I do? Expand/Collapse

Contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Prospera credit card.