Debit Card Outage - September 8, 2019

Dear Valued Members,

On Sunday, September 8 at 9 am EST, Everlink, the payment services provider for many financial institutions across Canada, experienced a major power outage at their data centre. Everlink is responsible for debit cards, ATMs, and point of sale transactions. This power outage impacted Prospera members for much of the day and you could not use your debit cards. I want to extend my sincerest apologies for this inconvenience.

The outage at Everlink impacted financial institutions throughout Canada, including most credit unions. While the issue has now been resolved, we are working closely with the team at Everlink to understand what happened, to develop a plan to ensure it does not happen again, and to make sure that they have controls in place in the future to ensure the reliability of Prospera’s payment services.

Protecting our members’ information is one of Prospera’s top priorities and I want to confirm that your information was never at risk, and that this service disruption was not due to weather or cyber-attack. On behalf of myself, Prospera’s Board of Directors, and our employees, I want to say again that we are very sorry for the inconvenience that this caused. If you have any questions or concerns, please contact me directly at CEO@prospera.ca.

Diane Dou, President & CEO