Telnat

Triangle rouge 1 - Security

          1.1 Is it safe to do my banking over the TelNat Automated Phone Service without speaking to a representative?
          1.2 Can I talk to someone if I need help?

Triangle rouge 2 - Banking operations

           2.1 How can I change my address or my phone number on the Internet?
           2.2 Can I order personal cheques on the Internet?
           2.3 Can I change my e-mail address?
           2.4 I paid the wrong bill, can you reimburse me? 
           2.5 I paid the right bill but the wrong account number; can you transfer my payment to the right account?
           2.6 How can I get a new client card? 
           2.7 Will my subscription to the Internet Banking Solutions automatically be transferred to my new card?
           2.8 My client card will soon expire, when will I receive the new one?
           2.9 What transactions can I carry out using TelNat Automated Phone Service?
           2.10 How long does it take for bills paid via TelNat Automated Phone Service to be processed?
           2.11  What's the maximum number of bills I can pay with a single account withdrawal?
           2.12  How many bills can I register in my TelNat Automated Phone Service file?
           2.13  Can I get a list over TelNat Automated Phone Service of the most recent transactions posted to my account?
           2.14  What are your business hours?
           2.15  Is the Telnat Automated Phone Service easy to use?
           2.16  What type of information can TelNat representatives give me?
           2.17  What bills can I pay using your TelNat Automated Phone Service?
           2.18  Can you trace any transaction done using the TelNat Automated Phone Service?
           2.19  How can I reach you if I am abroad?

Triangle rouge 3 - Subscription

           3.1 Do I need to sign up for your TelNat Automated Phone Service to speak to a TelNat representative 
           or a financial services manager?
           3.2  Do any of your banking packages include free access to your TelNat Automated Phone Service?
           3.3  How do I sign up?

1 - Security

1.1  Is it safe to do my banking over the TelNat Automated Phone Service without speaking to a representative?

Transactions carried out via TelNat Automated Phone Service are just as secure as transactions done at a branch or a banking machine. Your user ID and confidentiality code guarantee that you are the only one who can access your bank accounts.

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1.2  Can I talk to someone if I need help?

You can speak to a TelNat representative at any time. Simply press "0" on your telephone keypad and one of our representatives will be pleased to assist you.

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2 - Banking operations


2.1 How can I  change my address or my phone number on the Internet?

You can update your address and/or phone number through the Internet Banking Solutions service, if you are registered. As a member, you can fill out the Change your mailing address form in the Profile section of your statement page and we will be able to process your request. The form allows us to know if you hold products with any of our subsidiaries in order to notify all the concerned departments. Otherwise, you can contact our customer service at (514)394-5555 or 1-888-483-5628 options 5-4-1-1 between 6 a.m. and midnight (EST) every day and a representative will make the modifications in your file.

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2.2 Can I order personal cheques on the Internet?

Yes, if you have subscribed to the Internet Banking Solutions service. In your file, click on the Online Applications tab and then onOrder personal cheques. In the “Order details” section, you will be able to view the available models by clicking on the “Cheques with style” link (in the text). You can also contact one of our representatives at (514)394-5555 or 1-888-483-5628 options 5-4-1-2, between 6 a.m. and midnight every day, who can take the order by phone.

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2.3 Can I change my e-mail address?

You can do so through your Internet Banking Solutions file. Once you have accessed your statement, click on the Profile tab and then on Change e-mail address .

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2.4 I paid the wrong bill, can you reimburse me? 

We can verify if the payment can be reversed. In order to do so, we invite you to write to us through the secured E-mail option of your Personal Internet Banking Solutions file and provide us with:

  • the date of the payment
  • the total amount of the transaction 
  • the banking account from which the payment was made the name of
  • the service provider paid
  • the amount paid
  • the customer name appearing on the bill

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2.5 I paid the right bill but the wrong account number; can you transfer my payment to the right account?

We can verify if the provider accepts an account transfer request. In order to do so, we invite you to write to us through the secured E-mail option of your Personal Internet Banking Solutions file and provide us with:

  • the date of the payment
  • the total amount of the transaction 
  • the banking account from which the payment was made
  • the name of the service provider paid
  • the amount paid
  • the correct reference number the customer name appearing on the bill

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2.6 How can I get a new client card?  

If your client card was stolen or lost, we invite you to contact one of our customer service representatives by phone, as soon as possible, at (514) 394-5555 or 1-888-483-5628 options 5-4-4. They are available every day from 6 a.m. to midnight. You can also contact our Card Services at (514)394-1427 or 1-888-969-2273
(1-888-9MY-CARD) available 24 hours a day every day
. 

To obtain a new card, you must visit any National Bank branch in order to sign the designated documents and choose the Personal Identification Number (PIN). Two pieces of identification (one with photo) will be needed.

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2.7 Will my subscription to the Internet Banking Solutions automatically be transferred to my new card?

No. When you get a new client card, a new card number (your Internet identification number) is issued. Therefore, you will have to re-activate your Internet Banking Solutions service, on the identification page through "Open session" and My card has been changed.

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2.8 My client card will soon expire, when will I receive the new one?

A National Bank client card expires on the last day of the month indicated upon it. A new client card will automatically be mailed during the last week of the expiry month to the Canadian address indicated in your file. Therefore, if your address has changed, we encourage you to provide the new one  as quickly as possible. 

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2.9  What transactions can I carry out using TelNat Automated Phone Service?

You can check the balance of your bank accounts and personal loans, obtain a list of transactions (previous 14 days or 20 most recent transactions), transfer funds from one account to another, pay bills under the day's date or a later date and change your confidentiality code.

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2.10  How long does it take for bills paid via TelNat Automated Phone Service to be processed?

For National Bank MasterCard payments: allow 24 hours (1 business day)

  • For Bell and Hydro Quebec payments: allow 48 hours (2 business days)
  • For all other companies: The Bank will process your payment in 72 hours (3 business days), but it may take longer for your payment to be credited.

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2.11  What's the maximum number of bills I can pay with a single account withdrawal?

You can pay up to five bills at a time, which means you save on transaction fees.

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2.12  How many bills can I register in my TelNat Automated Phone Service file?

You can register up to 20 bills.

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2.13  Can I get a list over the TelNat Automated Phone Service of the most recent transactions posted to my account?

Yes, you can obtain a list of your transactions from the previous 14 days, maximum 20 transactions.

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2.14  What are your business hours?

The TelNat Automated Phone Service is available from 6 a.m. to midnight (Eastern time), seven days a week, 365 days a year.

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2.15  Is the Telnat Automated Phone Service easy to use?

When you listen carefully to the menu options, it is very easy to do your banking via TelNat Automated Phone Service. When you already know what options you want, you can enter them right away without having to listen to the entire electronic message. If you have a problem during a call, however, simply press "0" to speak to a representative.

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2.16  What type of information can TelNat representatives give me?

They can give you information about any National Bank product or service as well as the business hours and location of our branches. A team of financial services managers is also on hand to answer your questions about your loans and investments, current rates, etc.

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2.17  What bills can I pay using your TelNat Automated Phone Service?

You can pay bills from a list of over 800 service providers using our TelNat Automated Phone Service. To consult the list, visit our List of bills accepted page.

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2.18  Can you trace any transaction done using the Telnat Automated Phone Service?

We can trace any transaction on your account done via banking machine, TelNat Automated Phone Service,  Internet Banking Solutions or with your Client Card. Fees are applicable.

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2.19  How can I reach you if I am abroad?

You can call TelNat toll-free at 1 888 4-TELNAT from anywhere in Canada or the United States. If you are abroad, you can call us collect at (514) 394-5555.

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3 - Subscription

3.1  Do I need to sign up for your TelNat Automated Phone Service to speak to a TelNat representative or a financial services manager?

If you sign up for our TelNat Automated Phone Service, you can do your own banking transactions. However, you don't need to have signed up to simply ask the location of a branch or obtain information about our banking, financing or investment products.

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3.2  Do any of your banking packages include free access to your TelNat Automated Phone Service?

Many of the Bank's flat-fee banking packages include free access to our TelNat Automated Phone Service. Visit our "Banking accounts and packages" section for more details, go to our nearest National Bank branch or call a TelNat representative.

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3.3  How do I sign up?

If you have a bank account and a Client Card, just give us a call to sign up or visit our "TelNat Automated Phone Service" section for more informations.

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Contact us by e-mail

(514) 394-5555 (Montreal area)
or toll free number 1-888-4-TelNat