Getting through these extraordinary times, together

Day by day, the world continues to react to the COVID-19 pandemic. In the past few weeks, government leaders have asked Canadians to press pause on their normal day-to-day lives. At the same time, they have called on services that are essential to continue to protect what is most valuable in times of crisis: our health, our food safety and our economic stability.

Our services are available

For day-to-day banking, we urge all customers to access accounts and transact from home, 24/7, using your mobile or online banking. As well, certain transactions can take place through our ABMs or the thousands of ABMs from coast-to-coast through INTERAC^® or THE EXCHANGE^® networks.

Most Financial Clinics in Quebec and Business Centres have remained open; capital markets, operations and call centres remain open as well.

Making every effort to do our part

Our team has been working tirelessly to adapt to changing circumstances and we have made adjustments that will facilitate transactions over the phone or via alternative means, whether it be with financial advisors, account managers or call center operations.

Relief when it counts

We have already received numerous requests for payment deferrals and we are happy to help. We continue to experience high call volumes and appreciate your understanding that wait times may be longer than normal. We are taking steps to improve our response times but we also ask customers that do not have an urgent need to wait a few days before calling in so that we may address those that need help immediately.

You are not alone

We understand that these are times of extraordinary stress: personal and financial. Know that you are not alone. We are here for you. We are taking the time to understand all our customers’ challenges and how we can get through these difficult times together.

Thank you to those who are making a difference

Let me close with a word of thanks to all the new heroes out there who are serving us all today. They are in healthcare, public safety, government offices, drugstores, truckers, grocers, restaurant take-outs, fellow bankers, and many others in our society. They are doing everything they can to keep us safe, healthy and fed – we owe them a debt of gratitude.

On behalf of our team, I hope this message finds you well and in good spirits.

Until next time, stay healthy.
 

Sincerely,

François Desjardins
President and Chief Executive Officer