Frequently Asked Questions

We’re in this together. Conexus has put the following Temporary Financial Relief Program in place for Conexus Mastercard cardholders: 

• Minimum payment deferrals & temporary interest rate reduction for members impacted by the COVID-19 pandemic. Payment deferrals and a temporary reduction of the interest rate on purchases and cash advances to 10.9% can be requested for up to 3 months. The offer may be extended for up to an additional 3 months if the member continues to qualify for our Financial Relief Program (up to a total of 6 months). 
• For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses.

All personal and commercial cardholders who have qualified for our Temporary Financial Relief Program payment deferral also qualify for a temporary interest rate reduction of 10.9% on purchases and cash advances for up to 3 months. This offer may be extended for up to an additional 3 months if the cardholder continues to qualify for our Financial Relief Program (up to a total of 6 months).

Cardholder eligibility and qualifying period will be assessed on a case by case basis. For longer-term needs, please contact your financial advisor, or call our Member Contact Centre at 1-800-667-7477 to discuss additional options.

Yes, all business cards are eligible for our Temporary Financial Relief Program.

We will continue to assess the need for changes to our Temporary Financial Relief Program as the COVID-19 situation continues to evolve.

If you can make any payments during your minimum payment deferral period, we recommend that you continue to do so. Every payment you make will help reduce the amount outstanding when your minimum payment deferral expires.

We know everyone’s situation is different. We are committed to working with all personal and business cardholders on a case-by-case basis to help understand your needs and to try and alleviate some of the financial hardship you are experiencing as a result of the COVID-19 pandemic.

If you are experiencing a financial hardship due to the impacts of the COVID-19 pandemic, please call our Conexus Mastercard Cardholder Service line at 1-833-528-2273 and we will work with you to discuss how we may be able to help you.

Yes. All cardholders that participate in the Temporary Financial Relief Program, will continue to accrue interest charges at the temporary interest reduction rate of 10.9% and those charges will be added to your outstanding balance.

We do not charge interest on accrued interest. This interest reduction will be reflected as an interest credit. You’ll receive an interest credit for every month of your deferral period, and you’ll see it on the following month’s statement.

Once your payments resume, your minimum payment may be higher as a result of the higher outstanding balance.

During the relief period you always have the option to make one or more payments toward your outstanding balance.

Members that qualify for a payment deferral will also have their purchases and cash advance interest rate reduced to 10.9% for the duration of their deferral. When the deferral period is completed, your interest rate will revert to your standard interest rate as outlined on your monthly statement.

To sign up for e-statements or access MyCardInfo, please visit conexus.mycardinfo.com.

There are no fees or penalties charged for the Temporary Financial Relief Program.

Deferred payments as part of the Temporary Financial Relief Program will not be reported to credit bureaus as late or missed payments, so will not affect your credit score. However, your credit score is based on may factors, including the balance owing on your credit card. If you have any questions about your credit score or how it is calculated you can visit TransUnion at www.transunion.ca or Equifax Canada at www.equifax.ca.

If you continue to experience financial hardship due to the COVID-19 pandemic, you can call us to defer your Minimum Monthly Payment for up to 3 months initially and for up to an additional 3 months if required (a total of 6 months).

Our Temporary Financial Relief Program will continue to evolve as we all live with the impacts of the COVID-19 pandemic. We will assess our program on a regular basis and adjust, as needed. 

Please see answers below, as it will depend on your unique situation:

If you have:	You will need to:
Pre-authorized payments set up through your bank account	Contact your credit union or financial institution to pause these payments
AutoPay on your Conexus Mastercard to pay your full or partial balance	We will automatically cancel this for you when we process your temporary minimum payment deferral
Autopay set up on your Conexus Mastercard to pay your minimum payment only	No change is required as your new minimum payment will be zero

Given these extraordinary circumstances, it's important to look at all your options, including the support programs put in place by federal, provincial and municipal governments. The link to the Government of Canada’s site is Government of Canada's COVID-19 Economic Response Plan.

Given restricted travel and travel bans, we are making temporary changes to our rewards program policy to provide you with more flexibility in changing or cancelling previously booked travel and event ticket bookings using rewards points as follows:

• Airline booking: The Rewards Travel Agent team will work on the behalf of the cardholder to secure a credit with the carrier for future travel. The Rewards Travel Agent team will follow-up directly with the cardholder to further explain the process and next steps.
• Cruise booking: The Rewards Travel Agent team will work with the cardholder and the cruise line to cancel or rebook the trip. Any refund will be completed in points.
• Hotel booking: The Rewards Travel Agent team will work with the hotel to either amend or cancel the hotel reservation, based on the cardholder wishes and the hotel policies. Any full or partial refund will be completed in points and/or a refund to the credit card.
• Event ticket booking: The Rewards team is proactively working with their event ticket supplier to notify cardholders about events that have been cancelled and providing full refunds for concerts or events that have been cancelled. If an event is postponed, the cardholder has the option to accept the new date or request a full refund.

Please note that if a refund is approved, it will take 1 to 2 statement cycles for the refund to appear on your credit card statement.

To help lower your outstanding balance, you can redeem Conexus rewards points as a Mastercard statement credit or directly into your chequing or savings account.

Please note: statement credits are not considered payments, so the minimum payment due on your monthly statement must still be made by your payment due date. It can take up to 45 days for a statement credit to appear on your account, however a redemption into a chequing or savings account will be complete within 4-7 business days.

Please visit conexus.mycardinfo.com, and select ‘Browse Rewards’ to redeem.

Emergency Travel Medical and other travel insurances included on your credit card are supplied through Desjardins Financial Security Life Assurance Company (DFS). For additional information and details please their website at www.dfs.ca or 1-866-838-7553.

Visit www.assurancevoyagedesjardins.com and click on “claim” to find the right claim form. Please note that there is an English language toggle button on the top right corner of the page as well. From there, follow the applicable steps to enter your claim details and send your information directly to the insurer.

Yes, a cardholder representative with Power of Attorney can apply for relief on the cardholder’s behalf.

Please contact Cardholder Services at 1-833-528-2273.

We encourage all cardholders to practice healthy and safe behaviours and encourage hand washing and other practices recommended by federal and provincial health agencies.

There are many options to pay for your delivery orders depending on the food service provider. Conexus Mastercard includes the ability to complete contactless payment and many providers accept contactless payment.  The option of paying online, through Apple Pay or curbside deliveries is also advised. Additional information about contactless payments and Apple Pay are available on MyCardInfo at conexus.mycardinfo.com.

Do not respond to unsolicited emails, text messages, website or pop-up windows that request personal or confidential information such as your credit card number. Conexus will never send you emails asking for confidential information such as your password, PIN or credit card numbers.