Security

Triangle rouge 1 - Internet banking solutions

1.1 Does National Bank follow a specific code of procedure for the protection of personal information?
1.2 Is National Bank committed to the security of transactions performed via its Internet Banking Solutions and Mobile Banking Solutions?
1.3 When I do my banking via Internet Banking Solutions or Mobile Banking Solutions, is the confidentiality of my transactions assured?
1.4 What measures have been taken to ensure maximum security and confidentiality?
1.5 What is the "Peace of Mind Guarantee"?
1.6 What is encryption and how does it work?
1.7 Why is it important to erase my browser's cache memory?
1.8 What can I do to secure my transactions?
1.9 When I carry out a transaction using Internet Banking Solutions or Mobile Banking Solutions, how can I be sure that my session is secure?
1.10 What is the difference between http and https?
1.11 Is the transmission of information by e-mail secure?
1.12 Are the on-line forms accessible via www.nbc.ca secure?
1.13 What is a cookie?

Triangle rouge 2 - Protecting your cards

2.1 How can I protect myself against MasterCard fraud?
2.2 How can I protect myself against Client Card fraud
2.3 How does National Bank protect me when I use my Client Card?
2.4 How does National Bank protect me when I use my MasterCard?
2.5 Is it safe to use my Client Card or MasterCard?
2.6 I've heard that smart cards are more secure. Why isn't my card a smart card?
2.7 What should I do if I’m a victim of fraud with my Client Card or MasterCard?
2.8 Why doesn’t National Bank disclose the names of merchants suspected of fraud?
2.9 Why doesn’t National Bank disclose the date on which the card was cloned?
2.10 How do you know that a card was cloned if there was no fraud reported?
2.11 If my card was cloned, did the fraudsters also steal my identity?
2.12 How can you determine that no fraud was carried out using my cloned card?
2.13 Are there any places I should avoid using my card so I will not become the victim of fraud?

Triangle rouge 3 - Limits set by National Bank

3.1 What is a daily transaction and withdrawal limit?
3.2 How were the daily limit amounts determined?
3.3 What happens is a Client Card or MasterCard is used by fraudsters despite the decrease in the limits on the card?
3.4 Can I adjust the daily limit on my Client Card?
3.5 Can I adjust the daily limit on my MasterCard?

Triangle rouge 4 - Users of mobile devices

4.1 Reminder ­ the six golden rules
4.2 Good practices for mobile banking
4.3 Calculators and ABM locators – Your confidentiality is guaranteed


1 - Internet banking solutions

1.1 Does National Bank follow a specific code of procedure for the protection of personal information?

In cooperation with other financial institutions and the Canadian Bankers Association, National Bank has established a code of procedure for the protection of personal information. This code of procedure, which all employees undertake to follow, ensures your personal information is used only for the following purposes:

  • properly manage your products and services
  • inform you about other products and services that may be of interest to you
  • meet your expectations more effectively.

Only employees who need to access your personal file in the course of their work are allowed to consult that file.

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1.2 Is National Bank committed to the security of transactions performed via its Internet Banking Solutions and Mobile Banking Solutions?

Yes. The Bank has various sectors that focus on security and confidentiality aspects. Among other activities, these sectors:

  • identify and manage information security risks, while taking into account their impact on Bank business
  • establish information security policies, strategies and standards
  • assist and advise owners of information in evaluating risks and required levels of protection, and in choosing appropriate security measures
  • make all National Bank employees aware of the importance of information security and of their involvement.

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1.3 When I do my banking via Internet Banking Solutions or Mobile Banking Solutions, is the confidentiality of my transactions assured?

A number of precautions have been taken to maintain the confidentiality of the information you transmit when you perform your transactions via Internet Banking Solutions or Mobile Banking Solutions. In fact, with the measures already implemented by the National Bank and the preventive measures we recommend to you, transactions carried out via your equipment are very secure.

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1.4 What measures have been taken to ensure maximum security and confidentiality?

You are asked to choose a password that is known only to you and enter it each time you start a session. We apply the most rigorous security standards as evidenced by our use of 128-bit encryption (currently the highest level of security commercially available in North America) and a firewall to protect the confidentiality of your transactions. We also ensure your protection by automatically cutting off your session whenever it is inactive for an extended period (15 minutes).

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1.5 What is the “Peace of Mind Guarantee?”

The “Peace of Mind Guarantee” is offered to users of Internet Banking Solutions and Mobile Banking Solutions. In the highly unlikely event that an incident of fraud is committed through Internet Banking Solutions or Mobile Banking Solutions, you will be reimbursed for 100% of any amount you lose, provided you followed the security measures provided by the Bank. It’s guaranteed1 and it’s free! You can bank online securely and with confidence thanks to our Peace of Mind Guarantee, which protects your interests.

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1.6 What is encryption and how does it work?

Encryption is a data encoding process that ensures the security of the transmitted data. To be able to read an encrypted file, the client must have access to a secret key protected by a password to decode the information. In other words, regular text is converted into scrambled code (illegible text) during transmission, and is decoded into legible text at the reception point. Given the importance of your financial information, we have opted for 128-bit encryption, one of the most secure systems currently available on the North American market.

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1.7 Why is it important to erase my browser’s cache memory?

To protect the confidentiality of your financial information and improve the performance of your Web browser, we recommend that you erase your cache memory after each Internet Banking Solutions or Mobile Banking Solutions session. This is particularly important if the equipment you use for your banking transactions is shared with other users.

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1.8 What can I do to secure my transactions?

Simply take the following precautions:

  • Never reveal your password, not even to a family member or anyone claiming to be a National Bank employee.
  • Never leave personal information in plain view.
  • Never leave your computer or mobile device unattended when carrying out a transaction via Internet Banking Solutions or Mobile Banking Solutions.
  • Always erase your browser’s cache memory.
  • Always close the application before you leave your equipment by clicking on Close.
  • Never send confidential information by e-mail or text message, unless it is encrypted.
  • Avoid using a password that is easy to guess.
  • Change your password on a regular basis. Do not use the same password more than twice during a year.
  • Choose a password for the sole purpose of banking online.
  • Never use a password that contains part of your banking access codes (i.e. Client Card, credit card, PIN).
  • Consider installing anti-virus software and a personal firewall on your equipment.
  • If your client card is lost or stolen, please reach our call Telnat center immediately at 1-888-4-Telnat.
  • Go through your banking statement thoroughly and let us know about any irregularities.
  • Avoid using an application that saves your password on the Internet Banking Solutions or Mobile Banking Solutions login page.

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1.9 When I carry out a transaction using Internet Banking Solutions or Mobile Banking Solutions, how can I be sure that my session is secure?

Depending on the browser used, you should look for one of the following items to confirm the security of the site.

  • A small closed padlock on the page
  • The URL address begins with https
  • A closed padlock will appear with the URL address
  • The URL address bar is green

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1.10 What is the difference between http and https?

Https guarantees that the information transmitted is secure (encrypted). Note that the encryption may be 40-bit or 128-bit. The Bank uses 128-bit encryption in order to maximize security.

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1.11 Is the transmission of information by e-mail secure?

In general, information contained in e-mail is not protected. However, e-mail attachments can be protected if they are encrypted before transmission.

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1.12 Are the on-line forms accessible via www.nbc.ca secure?

Yes. All our forms, including the one for sending e-mails, use 128-bit encryption. The small closed lock located at the bottom of your screen confirms that the form is encrypted.

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1.13 What is a cookie?

A cookie is a feature that enables a browser to store information provided by user and save it in a small text file on the hard disk. For more information, visit our Support section.

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2 - Protecting your cards

2.1 How can I protect myself against MasterCard fraud?

The Financial Group takes its responsibility to protect its clients very seriously, but there are some simple measures you can take to protect yourself:

  • Make it a habit to regularly check your transactions online or on your monthly statement. If there are any charges that you didn't make, report them to your card issuer right away.
  • Never give out your card number over the phone or Internet unless you know you are dealing with a reputable company.
  • Protect your Personal Identification Number (PIN): don't share it with anyone or write it down; memorize it.
  • Change your PIN regularly and do not choose one that is too obvious (e.g., your date of birth, address or part of your telephone number).
  • Keep your PIN confidential at all times. With your free hand, protect your PIN from onlookers when you enter it at an ABM or point-of-sale (POS) terminal.
  • Sometimes scammers will try to trick people into revealing information about their credit cards either over the phone or through e-mail. It's important to know that National Bank would never call to ask for personal information like your credit card number, expiry date of your card, PIN, or the security number on the back of your card. When you call us, we ask for personal information for identification purposes only.
  • Protect your credit card like you protect your cash. Never leave them unattended in your car or at work.
  • Always check your card when it is returned to you after a purchase. Make sure it is your card.
  • When travelling, carry your card with you or make sure it is in a secure location such as a hotel safe.
  • Sign the back of a new card as soon you get it.
  • If you are using your smart card at a smart card terminal, insert your card chip-end first; if the terminal cannot read the chip, you will be prompted to swipe the card. This way, you will avoid swiping your card unnecessarily thereby reducing the risk of your card being cloned.

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2.2 How can I protect myself against Client Card fraud?

National Bank Financial Group takes its responsibility to protect its clients very seriously, but there are some simple measures you can take to protect yourself:

  • Change your PIN regularly.
  • Keep your PIN confidential at all times; do not share it with anyone. With your free hand, protect your PIN from onlookers when you enter it at an ABM or point-of-sale (POS) terminal. Never reveal it to anyone. Without it, fraudsters cannot use your card.
  • Check your monthly or online account statements regularly to make sure that there are no unusual transactions. If you see anything abnormal, immediately call the number indicated on the back of your Client Card.
  • Memorize your PIN. Do not write it down anywhere and do not choose one that is too obvious (e.g., your date of birth, address or part of your telephone number).
  • Only complete a transaction if you feel comfortable doing so. If, for whatever reason, you are not comfortable at a particular ABM, carry out your transaction later or elsewhere.
  • Use our Internet Banking Solutions or Mobile Banking Solutions to adjust your daily withdrawal and transaction limits based on how you use your card.

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2.3 How does National Bank Financial Group protect me when I use my Client Card?

The Financial Group has zero tolerance towards fraud and does everything it can to protect you against it. Technology and security measures are continually being improved.

When you use your Client Card, you are protected by the "Canadian Code of Practice for Consumer Debit Card Practices," which guarantees that you will be reimbursed by your financial institution if you are a victim of Client Card fraud.

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2.4 How does National Bank Financial Group protect me when I use my MasterCard?

The Financial Group has zero tolerance towards fraud and does everything it can to protect you against it. Technology and security measures are continually being improved.

When you use your MasterCard, you are protected by the "Conditions governing the use of the National Bank of Canada MasterCard," which includes a Zero Liability clause, guaranteeing that you will be reimbursed by your financial institution if you are a victim of credit card fraud.

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2.5 Is it safe to use my Client Card or MasterCard?

Yes, it is safe. The Financial Group is equipped with advanced security systems and teams of security specialists to protect you and the card system. You can therefore continue to use your Client Card or MasterCard with complete peace of mind.

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2.6 I've heard that smart cards are more secure. Why isn't my card a smart card?

Your card is very secure, and National Bank Financial Group is constantly looking for new ways to improve protection for its clients. National Bank and other card issuers are planning to offer smart cards. These will provide an additional level of security, as the microchip is very difficult to clone.

Switching to the smart card is an enormous undertaking, as it involves replacing all existing cards, all merchants' point-of-sale terminals, and all automated banking machines. National Bank Financial Group began converting clients' MasterCards to smart cards in 2009, while the conversion for Client Cards began in 2010. Our objective is to replace all of our cards with smart cards by the end of 2012.

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2.7 What should I do if I'm a victim of fraud with my Client Card or MasterCard?

Immediately call the number shown on the back of your card. The Financial Group will then block your card to prevent losses and immediately start an investigation. We will also reimburse you as soon as possible and will work with the police in their investigation.

Depending on the circumstances, we may ask you to sign a solemn declaration.

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2.8 Why doesn't the Financial Group disclose the names of merchants suspected of fraud?

Helping police fight crime is a responsibility that National Bank Financial Group takes very seriously. By not disclosing the names and locations of sales points affected by fraud, the Financial Group allows the investigation to go forward. The Group also takes care to protect the personal and confidential information in its possession. The owner of the establishment is the victim of a dishonest person, therefore, under the law, the Financial Group cannot damage the merchant's reputation. This information is not considered personal information according to section 2 (1) of the Personal Information Protection and Electronic Documents Act. Disclosing this information could compromise an investigation intended to prevent, detect and prosecute a violation of the law and would reveal information on a third party.

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2.9 Why doesn't the Financial Group disclose the date on which the card was cloned?

Exact information must remain confidential due to various police and internal investigations underway.

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2.10 How do you know that a card was cloned if there was no fraud reported?

When a number of clients are the victims of fraud, we carry out investigations to determine where their cards were cloned. If we determine that other clients have carried out transactions at the same location during the same period of time, these individuals may be contacted by our Security Department. Since we cannot know when exactly fraudsters will use these cards, we replace them as soon as possible.

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2.11 If my card was cloned, did the fraudsters also steal my identity?

Fraudsters who clone cards can only access the information on the magnetic stripe and the PIN. They do not know anything else about the client. They do not even know if you are a man or a woman. This does not qualify as identity theft.

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2.12 How can you determine that no fraud was carried out using my cloned card?

National Bank Financial Group has a team of specialists responsible for checking transactions. As soon as an unusual transaction is identified, it is investigated to determine if it was fraudulent. It is very important that you check your statement each month to make sure that all the transactions on the account are yours and to notify us as soon as possible if you notice anything unusual.

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2.13 Are there any places I should avoid using my card so I will not become the victim of fraud?

Fraudsters who clone cards do not operate in the same place very long. Rather than focusing on places to avoid, it is important to focus on what you as a cardholder can do to protect yourself. Knowing locations where cards are being cloned is not beneficial as it is unlikely that cards are still being cloned at these locations.

*** It is important to understand that under no circumstances will a client be held liable for any fraudulent transactions made using the cloned card. Clients are well protected at National Bank Financial Group. They will be reimbursed and will not suffer any financial losses. ***

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3 - Limits set by National Bank

3.1 What is a daily transaction and withdrawal limit?

The purpose of a daily transaction and withdrawal limit is to restrict the amount of money you can access on a daily basis. This limit is set temporarily if we determine that your card was cloned in order to prevent any fraudulent transactions. These limits will automatically be removed from your Client Card once you have changed your PIN at the ABM, or from your credit card when you activate the new card you will receive in the mail to replace the card we suspect of being cloned by fraudsters.

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3.2 How were the daily limit amounts determined?

National Bank Financial Group's Fraud Risk Management Department sets the daily transaction and withdrawal limits according to specific strategies based on the behaviour of fraudsters. These limits vary depending on the risk associated with the cloned cards.

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3.3 What happens is a Client Card or MasterCard is used by fraudsters despite the decrease in the limits on the card?

Our detection system makes it possible to monitor all transactions carried out with your card. Because fraudsters wouldn't know your daily transaction limit, they would try to withdraw or purchase as they can, and their attempted fraudulent transactions would consequently be rejected. Rest assured that you will be reimbursed for any unauthorized transactions.

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3.4 Can I adjust the daily limit on my Client Card?

The daily limits that we have temporarily applied to your card are based on fraud prevention strategies. During this short period of time, it's important that these daily limits be respected. That's why we ask that you change your PIN as soon as possible so that your normal limits can be reset. That said, you may, on an exceptional basis, adjust your daily limit amount for one transaction.

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3.5 Can I adjust the daily limit on my MasterCard?

The daily limits that we have temporarily applied to your card are based on fraud prevention strategies. During this short period of time, it's important that these daily limits be respected. That's why we ask that you activate your new card as soon as you receive it so that your normal limits can be reset. That said, you may, on an exceptional basis, adjust your daily limit amount for one transaction.

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4 - Users of mobile devices

4.1 Reminder ­ the six golden rules (as shown on your mobile device the first time you use our service)

  1. Use only authorized and official applications from recognized suppliers on your mobile device. Your operating system must be legitimate and must not have been altered (it must not be jailbroken, rooted or pirated).
  2. Keep your operating system and applications up to date.
  3. Do not leave your mobile device unattended, and always lock it when you are not using it.
  4. Protect your password; do not save it on a mobile device with Internet access.
  5. Do not trust unsolicited requests for personal information received via text message, e-mail, social media, instant message, etc. – Don’t provide the requested personal information for any reason
  6. Learn more about security by reading "My Mobile Guide".

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4.2 Good practices for mobile banking

Read our Good Practices section, which applies to users of Mobile Banking Solutions and Internet Banking Solutions alike.

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4.3 Calculators and ABM locators – Your confidentiality is guaranteed

The data you enter when using our calculators or ABM locator are not retained on your device. Confidentiality is guaranteed.

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Contact us by e-mail

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