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Phishing (e-mail scams)
Understand it

Phishing is a technique where dishonest individuals send out e-mails to try to obtain personal information about people.

Phishing scams can also be sent via text message; such scams are known as SMS phishing or smishing. The same recommendations apply as for e-mail phishing.

Recognize it

Users of online commercial sites, payment organization sites and financial institution sites may all be the target of this practice. The messages contained in scam e-mail look like they originate from recognized sources. Moreover, the websites used by phishers are generally very good at imitating legitimate sites whose logos users readily recognize.

Here is an example of a scam e-mail:


Want to know more about phishing? Visit the E-mail Fraud/Phishing section of the Canadian Bankers Association website.

Protect yourself

Do not reply to these e-mails or text messages.
Be careful: if you receive an e-mail or text message that seems to come from National Bank or MasterCard asking you to provide personal information or notifying you that you will be receiving a transfer of funds from someone you do not know, delete it. It’s probably a scam.
Never click on hyperlinks
Whether it’s an e-mail referring to contest winnings or any other alleged urgent reason, never click on hyperlinks, and don’t copy and paste them into your browser.
Don’t provide the requested information for any reason
Neither National Bank nor MasterCard ever use this method to ask for your personal or banking information, such as credit card numbers, passwords or your mother’s maiden name.
Secure your equipment
Remember that it is essential for you to protect your computer by installing suitable protection software, and keeping it up to date automatically, including anti-virus, anti-spyware and firewall software, so as to bank with confidence.
If you think you have been the victim of fraud, contact us
If you have any suspicions, consult the Report an incident of fraud section and call us at 1-888-4-TELNAT (483-5628) or 514-394-5555.
Understand it

Malware means a program or software designed to enable unauthorized persons to access a system to disrupt its operations or to change or steal data.

Recognize it

Malware can be difficult to detect, as it generally does not appear on the list of installed programs. It can be installed inadvertently and cause damage without our knowledge, as it is similar in appearance to pages we are used to viewing. It can be installed inadvertently by downloading certain free software in which it resides, by visiting certain websites or via peer-to-peer file-sharing.

You may have malware on your system if:

Your equipment is performing more slowly than usual or seems less responsive.
You are automatically redirected to a page whose address you did not enter into your browser.
You are constantly bombarded with pop-up advertisements.
A new page suddenly appears, asking you to provide personal or financial information for authentication, which is not normally the case. You may also notice a suspicious or unusual formulation in the new request.
New tools or icons suddenly appear in your Internet browser, or the settings for your homepage change.
Your equipment crashes or freezes more frequently.
For a mobile device, you may notice unusual text messages or a sudden drop in the lifespan of your battery

How to protect yourself

Malware is practically invisible, and can be reactivated at any time. To prevent any problems:
Avoid downloading any documents or applications from unfamiliar or suspicious sources.
Only do business with trusted sites. You should contact the provider if, while visiting a trusted website, you encounter a new situation or notice changes in your usual procedures, without having received any prior notice of such change. You should also contact the provider if you are asked unusual or strange questions. Also, you should immediately contact one of our TelNat representatives at 514 394-5555 or at 1 888 TelNat 1 if you notice anything abnormal while using our Electronic Banking Solutions. If you have any doubts whatsoever, you should never hesitate: prevention truly is better than cure, so you should always be on the lookout!
Install anti-virus and anti-spyware software.
Install a firewall.
Run the automatic update and clean up features of your computer.
Regularly verify bills from your telecommunications supplier to detect any unusual activity.

Identity theft
Understand it

Identity theft is on the rise. Unlike other types of fraud, identity theft can occur whenever a criminal gains access to a person’s means of identification, regardless of whether the victim is aware of that access. This information could be obtained if the victim's wallet is stolen or by using malware to unlawfully capture information on a computer, smartphone, or another device.

Recognize it

  • You stop receiving certain account statements in the mail.
  • You now have trouble accessing credit.
  • You receive bills for purchases you didn’t make.
  • You receive visits or calls from collection agencies demanding payments from you.

How to protect yourself
When choosing a password, avoid using information such as your date of birth or the last digits of your social insurance number (SIN) or phone number, as these can be easily discovered.
Do not give out personal information on the phone, over e-mail or on the Internet, unless you are the one who initiated the contact or you know the person with whom you are doing business.
Never save passwords or personal information on your equipment.
Only give out your SIN if you have no other choice. Whenever possible, provide another piece of ID.
Do not carry your social insurance card on you. Instead, keep it in a safe place.
Before providing any personal information, find out how it will be used, and whether it will be shared with any third parties.
Activate the automatic locking function on your equipment, so that you have to enter a password to use it.
Pay attention to your billing cycles. Follow up with creditors if your bills don’t arrive on time.
Guard your mail. Deposit outgoing mail in postal boxes or at a post office. Promptly remove incoming mail from your mailbox after delivery. If you move or change your mailing address, be sure to have your mail forwarded.
Use passwords for your credit cards, your bank accounts and your electronic devices (cell phone, electronic tablet, computer).
Carry as few cards and pieces of ID on you as possible.
Keep documents with personal information in a safe place. An identity thief will not hesitate to pick through your garbage or recycling bin. Be sure to shred your copies of credit card applications, insurance forms, medical reports and credit card offers you get in the mail.
Order a copy of your credit file regularly from Équifax or Transunion