What's happening?
We're moving.
In April, our Chilliwack branch (45820 Wellington Avenue) will relocate to merge with our nearby Sardis branch (7565 Vedder Road, Chilliwack) and our Surrey Centre branch (13747 104 Avenue) will relocate to merge with our nearby Central City branch (2672 – 10153 King George Boulevard).
Why is this happening?
We regularly review our branch footprint and after careful consideration of our members’ banking habits and needs, we reached a decision to support our Chilliwack and Sardis members exclusively from the Sardis location, and our Surrey Centre and Central City members exclusively from the Central City location.The Chilliwack and Sardis locations are approximately 4 kms apart from one another, while the Surrey Centre and Central City locations are 1.4 kms apart.
The Sardis location is open Monday – Friday from 9:30 am to 5:00 pm and Saturday from 9:30 am to 3:00 pm.
The Central City location is open Monday – Friday from 9:30 am to 5:00 pm.
You can continue to enjoy exceptional service at our Chilliwack and Surrey Centre branches until April 30, 2024. Afterwards, discover familiar faces and a warm welcome at our Sardis and Central City branches, where our teams are excited to get to know you and deliver the service and advice you have come to expect.
When is this happening?
February 2024 – If your branch is impacted, you’ll receive a letter or email directly from our team with details.April 19, 2024 – Last day for members to access their safe deposit box at the Chilliwack or Surrey Centre branches. Please note, members will not be able to access boxes between April 20 – April 28 while they are being moved.
A small number of safe deposit boxes at the Surrey Centre branch cannot be moved. Holders of these safe deposit boxes will receive a letter or email with specific instructions. The branch will also contact these members directly for more information. In this circumstance, any action must be taken by April 12.
April 29, 2024 – Members with safety deposit boxes will be able to access them at the Sardis or Central City branches
April 30, 2024 – The Chilliwack and Surrey Centre branches close
Note: you’re welcome to visit any Prospera branch, any time. Both the Chilliwack and Surrey Centre branches will remain open and operating under regular business hours until April 30, 2024.
What you need to do:
- There’s no action required on your part right now. Your account will automatically be transferred to the new branch location
- There will be no impact to your account number, preauthorized transactions or cheques, mortgages or investments
- Any investments held with Credential Asset Management or Credential Securities such as mutual funds, stocks, bonds, ETFs or other holdings will remain unaffected
- If you have a safe deposit box, please watch for communications from us to outline the next steps or refer to our FAQs below
- If your box is currently at the Chilliwack location, it will be moved to Sardis
- If your box is currently at the Surrey Centre location, it will be moved to Central City
- If your box cannot be moved, you will receive a letter or email to advise you of your options
- If you want to move your belongings to another branch, or no longer require your box and would like to claim your belongings, please contact your branch as soon as possible to make arrangements
- Although your account may be moving, you can still bank at any of our existing locations and enjoy ding free® access to more than 4,000 EXCHANGE® Network ATMs, plus 24/7 on the mobile banking app or website
- If you have any questions or would like to learn more, please contact our Member Service Centre at 1 888 440 4480
Frequently asked questions
Why is the branch being consolidated into another location?
As an organization, we routinely review our branch footprint, and this decision was made after careful consideration of our members’ banking habits, behaviours and needs. We also considered the locations in very close proximity to these branches. Many members are choosing mobile and online transactions for their banking needs and our foot traffic in branches is decreasing. If you prefer to do your banking in-person, please know that any of our existing branches welcome you to come chat, learn more and complete your required transactions.
What do I need to do?
There is no action required on your part. Your account will automatically transfer to the consolidated branch without any changes to your account number, including preauthorized transactions or cheques as well as mortgages and investments. If applicable, you will receive a separate letter confirming your investments outside of Prospera will remain unaffected.
What will happen to my safe deposit box?
If your box is at the Chilliwack location, it will be securely relocated to our Sardis location, with no action required from you (unless you choose to close it or move it).
If your box is at the Surrey Centre location, it will be relocated to our Central City location (unless you choose to move it or close it).
If your box is an older age and unusual shape, we will be in touch with you to confirm the logistics of the move and confirm additional details.
If your box is at the Surrey Centre location, it will be relocated to our Central City location (unless you choose to move it or close it).
If your box is an older age and unusual shape, we will be in touch with you to confirm the logistics of the move and confirm additional details.
Can I move to a different branch instead?
Yes. You’re welcome to visit any Prospera location that is convenient for you. If you’d like to change your primary branch, kindly let us know. We’re here to support you in this transition, every step of the way.
Does the consolidated branch have the same operating hours and days?
Yes, the consolidated branch has the same hours and operating days that you’re used to.
Will I need to change my direct debits or credits for the new location?
No, you do not need to change anything regarding your direct debits or credits. You will maintain the exact same transit and account number once the move takes place effective the end of April.
Will I need to sign anything regarding the move?
No, your account will be automatically transferred, no action required on your part.
What’s going to happen to the employees who work there?
You can expect to see many of the faces you are familiar with continue at the new location. Prospera cares about our employees and will limit impact to our teams wherever possible due to this change. While staying focused on serving you in the day-to-day, we’re currently working with our team on staffing.
Where will I see my Business Relationship Manager (BRM)?
You can continue to make arrangements to see your Business Relationship Manager at the new location or another that is convenient to you.
Where will I see my Wealth Advisor?
You can continue to make arrangements to see your Wealth Advisor at the new location or a place of your choosing.
I really like working with a specific Prospera employee. Will I still be able to do so?
We are currently working on our staffing transition and making final plans with everyone. Rest assured, you will have a supportive team to continue to provide expert advice and helpful products. You can expect to see many of the faces you are familiar with at our Sardis and Central City branches. Our teams are excited to get to know you and deliver the service and advice you have come to expect.
Do I need to pay for mall parking to visit the Central City location?
No, there is plenty of free parking for people who use the mall.
I use a walker, will I still be able to get to the new location with my walker?
Yes, the branch is fully accessible from the parking lot without the need to use any stairs.
How will I know how to get to the new location?
We will provide a map, so you know exactly how to get to the new location. If you’re coming to the Central City location, we will also provide a map to show you the best place to park to access the branch within the mall.
How to reach us
Call our Member Service Centre
Contact tech support
Available 24/7
1 888 884 4430
Send a support email
