Important notices 

Title

Contract governing personal deposit and investment accounts

Title

Deposit account agreement

3.3.       New: Electronic alerts

If you have provided us with an email address, we will send you an electronic alert when the balance in your account falls below $100 or any other amount you choose. It will also be possible to receive an electronic alert on your cell phone when this service becomes available.

You can choose to opt-out of receiving electronic alerts or change your preferences (including the amount set for the alert) via online banking services.  

3. g.      Exchange rate for foreign currency transactions

Foreign currency debit card transactions are converted into Canadian dollars at the rate and based on the conversion method determined by the network used.

We apply a 2.5% charge to the conversion rate used by this network. 

4.3.2      Foreign currency transactions (other than by cheque)  

You can make a transaction in a currency other than the currency of your account. The amount of the transaction will be converted into the currency of your account at the rate and according to method of conversion determined by the network used. We add a 2.5% fee to the conversion rate used by this network for each transaction.

A transaction includes a debit or credit to your account. The applicable exchange rate may be different depending on the date and time of the transaction. 

3. b.      Security measures to safeguard your transactions

To safeguard your transactions, you must: 

• follow the instructions displayed on the participating merchant terminal when completing a debit card transaction  
• protect the debit card and any password (particularly the PIN) and not allow anyone to use them  
• not write down your password or reveal it under any circumstances. You must memorize it and change it regularly
• take reasonable measures to prevent people from seeing you enter your PIN. Do not be afraid of looking overcautious. If you think that someone was able to detect your PIN during a transaction, you must change it immediately 
• use a unique PIN that is difficult to guess and different from your other personal information (name, address, telephone number, social insurance number or birthdate), otherwise, it would be too easy to guess 
• immediately inform us of the loss or theft of the debit card or if a password is revealed (particularly the PIN)
• change the initial PIN that was assigned to you when you first use one of our automated banking machines or online services 

5.2       Your security obligations

When you use your card, you must: 

• follow the instructions posted at the merchant terminal
• follow the security instructions that you are given  
• protect the card and any password, among other   things, by not allowing anyone else to use them  
• not write down or disclose your password  
• take reasonable steps when entering your PIN and change it without delay if you suspect that it has been compromised  
• use a password or PIN that is unique, difficult to guess and different from your other personal information (address, telephone number, social insurance number or date of birth)  
• use a different password or PIN if you have more than one card with the Bank and other financial institutions
• change the PIN we provided to you when the debit card was issued as soon as possible  
• make the necessary modifications prior to making the transaction to ensure that the actions requested by the beneficiary are legitimate and  
• collaborate effectively during an investigation by providing the information requested and acting in a manner that assists the investigation  

You must notify us immediately if:  

• you suspect that someone knows your PIN or your password  
• you suspect that there is fraud on your card or  
• your debit card is lost, stolen or used in an unauthorized manner

You may be required to reimburse losses if you fail to notify us of these situations.  
 
For more information, please refer to section 7

13.     Our contact information  

You can reach us:  

• By telephone at the following numbers:  
        – Montreal: 514-394-5555  
        – Outside Montreal: 1-888-835-6281  
• By email at the following address:  
        telnat@bnc.ca

Various mechanisms exist to settle issues or problem situations that you may encounter in your business dealings with us. For more information, please read our complaint settlement brochure, available in branches and on our website nbc.ca.  

11.     Complaint settlement   

For more information on our complaint settlement process, please visit nbc.ca. Go to the “About Us” section at the bottom of the page and select “Complaint settlement” or call 1-888-835-6281.

11. h.      Termination of contract (…) 

We may terminate this contract via written notice of at least 30 days if:  

• you no longer have an account with us  
• you fail to pay service charges  
• you do not comply with any of the conditions of this contract

We can terminate this contract anytime and without notice if you use an account or our services in an unusual, illegal or abusive manner. 

8.7.2      Our right to terminate this agreement  

We may terminate this agreement at any time by sending you a reasonable prior written notice. We can terminate this agreement at any time without notice if:  

• required by a regulatory authority or applicable laws 
• we have reasonable cause to believe that you are using your account or our services in a manner that is inappropriate, non authorized, illegal or abusive  

• you compromise the security of our systems  

• in the event of force majeure  

• we establish that an adverse change is likely to occur with respect to your financial situation which may impact a service
  

9.d.      Limitation of our liability  

Unless other provisions in this contract provide otherwise, you cannot hold us liable for a loss or claim concerning this contract and your account, except if caused by a serious or intentional fault on our part.  

We are therefore not liable for a loss resulting from:  

• fraud or unauthorized activity committed by you or, if applicable, by another accountholder 
• your failure or, if applicable, that of another accountholder, to act in accordance with our instructions  
• a delay in our processing of an instruction  
• an inexact or incomplete instruction   

We are not liable for indirect, consecutive, special or punitive damages. We are moreover not liable for losses resulting from force majeure, an act of cybercrime or cyber threats, technical failure, the unavailability of our systems or any other event beyond our control.

In the event of the failure of our services, our responsibility is limited to taking all reasonable business measures to restore them to proper working order as quickly as possible. 

7.1.3      Limitation of liability

We are not liable for any loss or damage arising from this agreement, unless it results from an intentional or gross fault on our part.   We are also not liable for any loss resulting from force majeure, cybercrime or cyberthreat, technical failure, unavailability of our systems or any other event beyond our control, unless it results from an intentional or gross fault on our part.   

Furthermore, we are not liable for any loss or damage resulting from:  

• fraud or unauthorized activity committed by you or any other holder on the account  
• your failure to follow our instructions 
• incomplete, inaccurate or misleading information or instructions  
• a delay in our processing of any of your requests where such delay is out of our control  
• our services (including their availability)  
• Internet and payment card networks  
• networks you connect to with your device  
• the protection of information exchanged via electronic communication channels  
• the actions of third parties or merchants  
• software or applications  
• merchants’ terminals and  
• the devices you use.

We are also not liable to you for indirect, consequential, special or punitive damages where applicable. 

11. c.      Guarantees  

You benefit from our Peace of mind guarantee regarding our online banking services. Details about this guarantee can be found on our website, nbc.ca.   

We offer no other explicit or implicit guarantee concerning:  

• our services (including their availability)  
• Internet and payment card networks   
• networks that connect your technological device to another device  
• the protection of information exchanged via electronic communication channels  
• the actions of third parties or participating merchants  
• software or applications  
  
• merchants’ terminals and devices, with or without PIN  
• the technological devices you use   

Moreover, we do not of fer any war ranty of merchantability, fitness for a particular use or immunity against cybercrime, cyber threats or any other harm targeting our site, systems and devices for accessing our services. 

7.3      Peace of mind guarantee

You benefit from our Peace of mind guarantee regarding our online banking services. This guarantee provides for reimbursement of a loss to your account if you follow the security tips. These tips are available on nbc.ca, under the ABCs of Security tab.

This guarantee only covers the loss to your account and applies if, after our verification: 

• you have followed our security measures  
  
• you are found to be the victim of fraud  

• you did not authorize a transaction  

• you notified us without delay and  

• you have cooperated with any investigation.

We offer no other guarantee regarding:  

• our services (including their availability)  
• Internet and payment card networks  

• networks you connect to with your device  

• the protection of information exchanged via electronic communication channels  

• the actions of third parties or merchants  

• software or applications › merchants’ terminals and  

• the devices you use. 
  

Title

Contract governing personal deposit and investment accounts

Title

Bank holding account agreement

1.     Features of your account

a. Flexible access

You can access your account and carry out transactions in various ways, including via: 

• our branches  
• automated banking machines using your debit card 
• merchant terminals, via your debit card  
• our online banking services  
• our call centres (…) 
  

Preamble  

You can access your account:  

• at our branches  
• via our online banking services for select transactions, and  
• by contacting our call centres. 

B. Your personal investment account 

We offer a wide range of registered or non-registered investment products. Your investment account is made up of one or more of these investments.

The investment features and conditions are given to you at enrolment and are reproduced in the documents you receive at that time.

NEW 
1.      Your bank holding account 

Your bank holding account is used exclusively for the purpose of holding bank type investment products and to make transactions associated with these investment products. You can use the cash in your account to carry out banking transactions associated with these investment products.

Only the following transactions and services are available from your bank holding account: 

• deposits and withdrawals associated with the investments held in your account 
• all banking transactions related to the purchase, renewal, and redemption of any eligible investment  
• bank drafts and currency exchange associated with these investment products when you only have a bank holding account with the Bank

You will not be able to complete everyday banking transactions from your bank holding account. For example, you may not use your bank holding account to issue cheques, pay bills, or make payments at merchant terminals.   

We offer a wide range of investment products. The information about the features and conditions of each of your investment products is provided to you before and during the time of purchase and is reproduced in the documents you receive at that time.
 

NEW
3.5.       Electronic alert

Your bank holding account does not offer the option of receiving electronic alerts as it is used exclusively for the purpose of holding bank type investment products and to make transactions associated with these investment products.   

You acknowledge that:  

• your bank holding account is used exclusively for the purpose of holding bank type investment products and to make transactions associated with these investment products  
• you will not be able to complete everyday banking transactions from this account  
• you will not be charged any fees or penalties by the Bank if there is a negative or zero cash balance in this account
  

11.     General

h. Termination of contract (…)

We may terminate this contract via written notice of at least 30 days if: 

• you no longer have an account with us  
• you fail to pay service charges  
• you do not comply with any of the conditions of this contract   

We can terminate this contract anytime and without notice if you use an account or our services in an unusual, illegal or abusive manner. 

7.6.2.      Our right to terminate this contract

We may terminate this agreement at any time by sending you a reasonable prior written notice.   

We can terminate this agreement at any time without notice if:  

• required by a regulatory authority or applicable law;  
• we have reasonable cause to believe that you are using your account or our services in a manner that is inappropriate, non authorized, illegal or abusive;  
• you compromise the security of our systems;  
• in the event force majeure

9.      Some of our rights

d. Limitation of our liability  

Unless other provisions in this contract provide otherwise, you cannot hold us liable for a loss or claim concerning this contract and your account, except if caused by a serious or intentional fault on our part.

We are therefore not liable for a loss resulting from:  

• fraud or unauthorized activity committed by you or, if applicable, by another accountholder  
• your failure or, if applicable, that of another accountholder, to act in accordance with our instructions 
• a delay in our processing of an instruction  
• an inexact or incomplete instruction   

We are not liable for indirect, consecutive, special or punitive damages. We are moreover not liable for losses resulting from force majeure, an act of cybercrime or cyber threats, technical failure, the unavailability of our systems or any other event beyond our control.   

In the event of the failure of our services, our responsibility is limited to taking all reasonable business measures to restore them to proper working order as quickly as possible.

8.1.3.     Limite de responsabilité

We are not liable for loss or damage arising from this agreement, unless it results from an intentional or gross fault on our part.   

We are not liable for any loss or damage resulting from: 

• fraud or unauthorized activity committed by you or any other holder on the account  
• your failure to comply with our instructions  
• incomplete, inaccurate, or misleading information or instructions  
• a delay in our processing of any of your requests where such delay is out of our control  
• our services (including their availability)  
• Internet network  
• networks you connect to with your device  
  
• the protection of information exchanged via electronic communication channels  
• software or applications  
• the devices you use 

We are also not liable to you for indirect, consequential, special, and punitive damages where applicable.   

We are also not liable for any loss resulting from force majeure, cybercrime or cyberthreat, technical failure, unavailability of our systems or any other event beyond our control, unless it results from an intentional or gross fault on our part. 

11.      General 

c. Guaranties

You benefit from our Peace of mind guarantee regarding our online banking services. Details about this guarantee can be found on our website, nbc.ca.

We of fer no other explicit or implicit guarantee concerning:  

• our services (including their availability)  
• Internet and payment card networks  
• networks that connect your technological device to another device  
• the protection of information exchanged via electronic communication channels  
• the actions of third parties or participating merchants 
• software or applications  
• merchants’ terminals and devices, with or without PIN  
• the technological devices you use

Moreover, we do not offer any war ranty of merchantability, fitness for a particular use or immunity against cybercrime, cyber threats or any other harm targeting our site, systems and devices for accessing our services. 

8.3      Peace of mind guarantee regarding our online banking services  

You benefit from our Peace of mind guarantee regarding our online banking services. This guarantee provides for reimbursement of a loss to your account if you follow the security tips. These tips are available on nbc.ca, under the ABCs of security tab.   

This guarantee only covers the loss to your account and applies if, after our verification: 

• you have followed our security measures
• you are found to be the victim of fraud  
• you did not authorize a transaction  
• you notified us without delay and  
• you have cooperated with any investigation 

We offer no other guarantee regarding:  

• our services (including their availability)  
• Internet networks › networks you connect to with your device › the protection of information exchanged via electronic communication channels
  
• the actions of third parties or merchants.
• software or applications  
  
• merchants’ terminals and the devices you use

13.     Our contact information

You can reach us:  

• By telephone at the following numbers:  
         – Montreal: 514-394-5555  
        – Outside Montreal: 1-888-835-6281  
• By email at the following address:  
        telnat@bnc.ca

(…) 

11.     Complaint settlement   

For more information on our complaint settlement process, please visit nbc.ca. Go to the “About Us” section at the bottom of the page and select “Complaint settlement” or call 1-888-835-6281. 

Title

Cardholder Agreement

Title

Credit card agreement

NEW  

2.3     Electronic alert

As the primary cardholder, you will receive an electronic alert if the credit available in your credit card account falls below $100 or any other amount that you have chosen.

You can choose not to receive electronic alerts or change your preferences (including the amount you have chosen for the alert) through our online banking services. 

12.    Unauthorized Use 
12.1 Duty to inform us  

You must inform us immediately:  

• in case of loss or theft of a card or cheque associated with your credit card account or  
• if you or an authorized user suspect that your credit card account is being used without authorization. 

12.2 Responsibility for unauthorized transactions  

You will not be responsible for unauthorized transactions made in store, over the phone, online, on a mobile device and transactions at an ATM when: 

> you have used reasonable care in protecting a card or a cheque associated with your account from loss or theft and. 
> you promptly reported the loss, theft or possible unauthorized use of a card or cheque associated with your credit card account.   However, you may be held liable for all losses incurred by us in the case of gross fault on your part in the protection of your PIN or other password.   

12.3 Cooperation in an Investigation  

You must cooperate fully in any investigation surrounding the circumstances of the unauthorized use of your credit card account and, if applicable, file a police report. You allow us to take any measures we deem necessary to recover the card and to report the loss or theft to the appropriate authorities. 

4.4       Your obligation to keep your passwords confidential  

You must always protect the confidentiality of your PIN and other passwords. You must notify us without delay if the confidentiality of your PIN or other password has been compromised, for example, if you suspect that someone else may know your PIN or password.

4.5      Loss, theft or unauthorized use of the credit card account   

You must notify us immediately:  
a) in case of loss or theft of a card, account information, PIN or cheque associated with your credit card account;  
b) if you suspect that your credit card account is being used without your authorization.

To notify us, you can use our online banking services to temporarily block or cancel your card and request a new one, or you can communicate with us by calling the telephone number indicated in section 1 of this agreement.

You must cooperate fully in any investigation regarding the unauthorized use of your credit card account and, if applicable, file a police report. You authorize us to take any steps we deem necessary to recover the card and to report the loss or theft to the appropriate authorities.   

4.6      Your protection against unauthorized use   

You will not be responsible for the unauthorized use of the card, PIN, account information or cheques. You will however be held responsible if you have demonstrated gross negligence or gross fault in safeguarding the information related to your card or account.   

If you promptly report the loss or theft of your card, PIN, account information or cheque as specified in sections 4.5 and 4.6, you will not be responsible for any unauthorized use after we receive your report.   If we determine that a transaction has been authorized, we may reverse any credit issued to you.   You may be held responsible for all losses incurred if you have provided us with false or misleading information. 

18.     Cancellation and payment on demand  
18.1   Cancellation by the Bank   

At our discretion: The card credit account is made available at our discretion. We may terminate at any time all or part of the right to use the credit card account, in particular if the terms and conditions of the agreement are not respected.

Our recourse: If you fail to comply with the terms and conditions of this agreement, we may cancel this agreement and demand the full or partial repayment of any and all amounts due and exercise all our recourse, including those arising from any collateral.

Written notice: Prior to cancelling the agreement, we will send you a written notice and, unless exempted by law, a statement of account. Within 30 days of receipt of this notice, you may remedy the default or file a motion before the court to have the payment conditions of the agreement modified.

14.1      Our right to terminate your credit   

Your credit is granted at our discretion. This means that we can terminate the agreement and the right to use the credit card account at any time.   

If we terminate this agreement, we will send you a written notice with a statement. We will then be entitled to exercise all our remedies, including those arising from a security interest.   

On receiving the notice, you must:  
a) repay the balance of your account in full within 30 days of receiving this notice;  
b) remedy any default, if applicable;  
c) present an application to the court to have the terms and conditions of payment in this contract changed.  

For a better banking relationship   

You have our full attention
At National Bank, we care about the service that you, our customer, enjoy at our institution and we are dedicated to ensuring your satisfaction. To this end, we have created a simple process for settling complaints and have appointed an Ombudsman to oversee the process. 

Your satisfaction is our priority  
To provide you with a professional service that meets your needs, we have made it simple to report and correct any problems you may have experienced while using your card.   

1) Customer service (…)
2) Office of the National Bank ombudsman for clients (…) 
3) Other options available to you (…)   

For complaints related to the protection of your personal information, you can either use the complaint settlement process described previously or contact the Office of the Privacy Commissioner of Canada:   

Office of the Privacy Commissioner of Canada  
30 Victoria Street, Gatineau, Quebec K1A 1H3  
Phone: 1-800-282-1376 (toll free)   

National Bank of Canada takes privacy seriously and ensures that all the necessary measures are in place to safeguard your personal information. 

17.9 Complaint settlement   

You have our full attention  

If you wish to make a complaint, you can contact us by phone or in writing as indicated in section 1 of this agreement.   

Your satisfaction is our priority  

If we are unable to resolve your complaint within 14 days, it will automatically be escalated to our Client Complaint Appeal Office. If you received a response within the prescribed timeframe, but your complaint was not resolved to your satisfaction, please contact the Client Complaint Appeal Office:  
Phone: 1-888-300-9004 or 514-394-8655  
Website: nbc.ca  |  Email: complaintappeal@nbc.ca   

Other recourse  

ADR Chambers — Banking Ombuds Office   

If you are not satisfied with the decision of the Client Complaint Appeal Office, or if it was unable to resolve your complaint within 56 days, you can contact the external complaints body:  

P.O. Box 1006 31 Adelaide Street East, 
Toronto, Ontario  
M5C 2K4  

Phone: 1-800-941-3655  |  Fax: 1-877-803-5127  
Website: bankingombuds.ca  
Email: contact@bankingombuds.ca

Financial Consumer Agency of Canada (FCAC)   

If, at any time, you have a complaint regarding a possible failure to respect consumer provisions, you can contact the FCAC:  
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9 
Phone: 1-866-461-2232  |  Website: acfc-fcac.gc.ca

For more information on our complaint settlement process, please visit nbc.ca. Go to the “About Us” section at the bottom of the page and select “Complaint settlement”.