Conexus Credit Union is committed to the health and well-being of our members and communities, especially through these unsettling times. We are continuing to provide solutions and deliver banking services remotely and that includes support for our credit cardholders.

If you’re experiencing financial hardship due to COVID-19, you may be eligible for payment deferrals for up to six months at a reduced interest rate of 10.9%. Please contact our Credit Card Services Line at 1-833-528-2273 to learn more. We appreciate your patience as we work through high-call volumes, but rest assured we will get to you and help you through this uncertain time.

Activity & Benefits

We encourage you to use MyCardInfo, our online credit card management tool for everyday card management activities such as:

Viewing posted and pending transaction
  • Provides your current balance
  • Ability to view all transactions
    • Including those pending and not-yet posted
  • Shows exactly how much of your credit limit is still available

Track, manage, and redeem rewards points
  • Provides current point balance
  • With a minimum of 5,000 points, you can redeem for a statement credit to reduce your balance owing

Sign up for E-statements
  • E-statements are the fastest way to receive your statement
  • Includes historical statements so you can review past transactions or download into budgeting tools

Make a payment or set-up an automatic, monthly payment using AutoPay
  • AutoPay feature provides you with the convenience of paying minimum or full balance automatically each month
  • Easy and fast way to make a payment from your banking account

Manage your account
  • Dispute transactions
  • Request a credit limit increase
  • Activate your card
Click here to log into MyCardInfo and manage your card from the comfort and safety of your own home.

New to MyCardInfo? Signing up is easy!

  1. Visit conexus.mycardinfo.com
  2. You will be prompted to provide your credit card information and create a username and password
  3. Once created, your MyCardInfo page will ask you to set up your account settings
  4. Complete your account settings and you are all set!

Already set up but forgot your login information? Follow these steps to reset your username or password:

  1. Visit conexus.mycardinfo.com
  2. Select ‘forgot username or password’ located under the login
  3. Enter your credit card information, date of birth, and security question to reset your password or username

To protect yourself from scams and fraudulent activities please be aware that Conexus will never send emails asking for your confidential information such as passwords, PINs or credit card numbers. For additional information, please visit the Canadian Anti-Fraud Centre’s website.

At Conexus, we’re here to help. Please contact your financial advisor or our Member Contact Centre at 1-800-667-7477 to discuss personalized solutions and financial support available to you.

Frequently Asked Questions

Temporary Financial Relief Program

How can Conexus help me during this crisis? Expand/Collapse

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.

What is Conexus doing in response to the Federal Government’s announcement asking financial institutions to lower their interest rates? Expand/Collapse

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.

Are business credit cards eligible for the Temporary Financial Relief Program? Expand/Collapse

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

Does the opportunity to defer payments and accept a lower 10.9% interest rate expire? Expand/Collapse

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

I have been approved for the Temporary Financial Relief Program that includes a minimum payment deferral. Should I still make payments if I can afford to? Expand/Collapse

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.

How do I find out if I qualify for the Temporary Financial Relief Program, and how do I apply? Expand/Collapse

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.

If I defer my minimum payment will I still be charged interest? Expand/Collapse

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.

What interest rate will I be charged if I qualify for the Temporary Financial Relief Program? Expand/Collapse

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.

Do I have to pay any fees or penalties with the Temporary Financial Relief Program? Expand/Collapse

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

If I defer my minimum credit card payment, how will this affect my credit score? Expand/Collapse

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.

How many times can I defer my monthly payment? Expand/Collapse

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).

What happens if I am not back to work at the end of the 6 months and I can’t continue to defer my payments? Expand/Collapse

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. 

If I have a monthly pre-authorized payment set up to pay my credit card account, will this payment stop if I qualify for minimum payment deferral? Expand/Collapse

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

What should I consider before I request participation in the Temporary Financial Relief Program? Expand/Collapse

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.

Rewards and Travel

What is the impact of the COVID-19 pandemic on rewards redemptions that I made on my account for flights, cruises, hotels or events? Expand/Collapse

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.

Can I use my reward points to pay down/reduce my credit card balance? Expand/Collapse

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.

What does my credit card travel out of country medical insurance cover? Expand/Collapse

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.

How do I submit an insurance claim online? Expand/Collapse

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.

General

If I have Power of Attorney for someone who is unable to apply for your Temporary Financial Relief Program, can I request relief on their behalf? Expand/Collapse

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

If my credit card has been declined and I am not able to use cash at some retail locations, how can I get my credit card reinstated? Expand/Collapse

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

Is it safe to touch my credit card after using it at a POS? Expand/Collapse

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

How can I safely pay for food delivery? Expand/Collapse

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.

I’m seeing an increase in phishing emails relating to COVID-19, how do I know which ones are legitimate? Expand/Collapse

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.