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Security, Questions, & Concerns

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  • Not unless they know your PAC (Password, or Personal Access Code). Consider changing your PAC, just to be safe. 

    Login to online banking using the 19-digit number on your Member Card. Under the Profile and Preferences tab, select Change Password (PAC). After the changes are made, you must close and re-launch the browser to refresh.

    Learn More about staying safe online, and Find Out what to do if you think you’ve been the victim of fraud. 

  • Need help? Talk to us. 

    If you just need to change your security questions, you can do this by logging into online banking using the 19-digit number found on your Member Card.

    Under the “Member Services” tab in your Online Banking, select Change Security Questions in the left-hand menu. After the changes are made, you must close and re-launch the browser to refresh.

    If you have locked your account after too many failed attempts, contact us at 1.866.923.4778 or visit your local branch. 

  • Help Keep Your Accounts Protected

    Member Alerts are a free security feature that automatically sends an email, text message or both to alert you when certain activity has occurred on your account. 

    Step 1: Login to Online Banking using the 19-digit number found on your Member Card. Select the “Messages and Alerts” link on the left hand side of the page and follow the setup instructions. 

    Step 2: Once signed up, you’ll receive a confirmation email if you’ve selected email notifications, or a confirmation text if you’ve selected text notifications. If you’re travelling, you’ll receive alerts the same way. If you don’t receive an email or text, reconfirm your alert contact information in your online banking. 

    Step 3: Click the "Manage Alerts" tab to modify your settings such as alert notifications or nickname information. View your Alert history for the previous 30 days by clicking “View History Alerts” tab.

    If you receive a Member Alert notification for an account activity that you don’t recognize, let us know immediately. 

    Learn More about Member Alerts.

    Learn More about protecting yourself from fraud or scams.

  • Your satisfaction matters. We make every effort to resolve member concerns in a fast, efficient manner. We’re committed to you. Your feedback helps us to continually improve and grow.


    We’ve developed a four step process to deal with any concerns you may have. We ask you to follow these steps if you have any issues you want to bring to our attention.


    Step 1 - Talk about your concerns with the employee you are dealing with.

    Connect First Credit Union employees are authorized to address many questions or concerns on the spot. You can also complete our Online Feedback Form or call us at 403.520.8000.


    Step 2 - Contact the branch supervisor or branch manager where you are conducting your business.

    If your problem cannot be resolved at the first step, ask to speak to the branch supervisor or branch manager. They have the authority to address most personal banking issues. To find the phone number of the location you are dealing with, Click Here.


    Gather your facts:


    • Relevant paperwork
    • Date when the problem arose
    • Names of staff members involved
    • Circumstances of the incident

    Step 3 - Contact the regional manager or department manager

    You can ask to have your concern reviewed by the regional manager or department manager if you are not satisfied at the branch level. Ask the branch supervisor or branch manager how to contact the appropriate regional manager or department manager.


    Step 4 - Contact the VP, Marketing & Community

    The VP, Marketing & Community will direct your concern to the senior department manager or the Executive Leadership Team as appropriate for review and resolution.


    VP, Marketing & Community


    Mail:  200 - 2850 Sunridge Blvd. NE, Calgary, AB, T1Y 6G2

  • One of the unique aspects of belonging to a credit union is that you have a say in how we do things. We truly value your viewpoint and want to hear from you.


    Our partners at Sentis Researcha leading market research firm,  conduct member satisfaction surveys on our behalf and to ensure that all feedback is kept confidential.


    You may have been randomly invited to take part in our satisfaction survey by email or while banking with us online. 


    For survey or technical support, please call Sentis toll-free at: 1.855.463.4025


    For more information on the survey process, please call us at 403.520.8000

  • We’ve got a few rules around our free WiFi service. To put it simply, stay away from the content you wouldn’t want your mother to see. 


    You know, the offensive stuff like pornography, violence, gambling, discrimination, hatred, harassment, threatening content, anything racially, culturally or religiously offensive, has inappropriate religious or political messages, anything that violates or infringes the rights of any other person according to the Alberta Human Rights Commission or the Canadian Charter of Rights or Freedoms or that violates the PIPEDA (the Personal Information Protection and Electronic Documents Act), anything that encourages the use of controlled substances, participation in an illegal act or uses the system to incite criminal actions or advocates illegal acts or facilitates unlawful activity, peer-to-peer sharing, anonymity proxies. Oh, and pyramids scheme related activity is bad too, don’t look that stuff up.


    If you do accidentally look up these topics – it will be blocked for your convenience and protection!