The Rise of Digital Banking: What You Need to Know

More than 80% of Canadians have moved to online banking. The switch is due to smartphones, fast internet, and changes from the pandemic. These changes impact how we handle our finances today.

This part explains the importance of digital banking in Canada. Banks like Royal Bank of Canada, TD Bank, and Scotiabank see more customers online. Now, doing daily things like sending money, checking your balance, or getting a mortgage is quicker and always accessible.

We’ll talk about what this article covers: online and mobile banking basics, how to stay safe, popular Canadian platforms, thinking about fees, budgeting tools, and new trends like AI and open banking. We aim to guide you in setting up your accounts, choosing the best provider, and being confident in using digital banking, no matter where you live.

By the end of this guide, you’ll know how digital banking impacts personal and business finances. You’ll also learn how to secure easy online account access that meets your needs.

What is Online Banking?

Online banking has changed the way Canadians handle their money. It lets you use a bank’s website or app for your financial needs. You can check your money, move it, pay bills, and manage loans without going to a bank.

Definition and Overview

Online banking connects your device to the bank’s systems safely. You can check your account, see past activities, and look at linked accounts. It offers many services like sending money, depositing cheques with your phone, and investment tools.

There are technical measures to keep your information safe. Things like multi-factor authentication and encryption protect your online activities. Also, there are rules and organizations that ensure everything runs smoothly and securely.

Key Features of Online Banking

Online banking includes many helpful features. You can quickly see your balance, manage your money, pay bills, and get support. It also offers tools for budgeting and alerts to help you keep track of finances.

Besides basic features, online banking can help with loans, managing a mortgage, and some investment services. It’s part of the bigger picture of digital finance, focusing on easy access to your accounts from anywhere.

Before diving in, check if your browser and app can handle the required features. This will help you access your account without problems, no matter the device.

Benefits of Online Banking

Digital banking has changed the way Canadians handle their money. It’s now easier, cheaper, and comes with advanced tools. These make daily money tasks less of a headache. Here, we will talk about how online banking helps individuals and small businesses.

Convenience and Accessibility

You can get into your accounts any time using a computer or phone. Doing things like sending money through Interac e-Transfer is fast and updates instantly.

Apps from banks like Royal Bank, TD, and Scotia let you cash in cheques with a picture. They also help locate ATMs close by. Plus, you can pay bills on the go.

Features like screen-reader support and websites that adjust to your device make it easier for everyone. Even if you have trouble getting around, you can handle your money without going to the bank.

Cost Savings

Banks save on physical spaces, which means they can charge you less. Online-focused banks such as Tangerine and Simplii Financial often have no fees for checking. They also offer better rates for saving money.

Going paperless saves on postage costs and reduces mess. Companies can spend less on managing payrolls and keeping track of bills by going digital.

Enhanced Financial Management

Online tools can help sort out your spending and notice spending patterns. Getting warnings for low funds or big withdrawals can prevent extra fees.

Seeing transactions update quickly makes it simpler to keep an eye on your money flow. This is true for both families and small businesses. Linking with services like Wealthsimple makes investing and getting financial advice easy.

Features that automatically save your money or round up your purchases help grow savings without much work from you.

Security in Online Banking

Trust is key in today’s online banking world. Banks use strong tools to protect our info and make sure we are who we say we are. It’s good for customers to know about these tools and how they can stay safe during online transactions.

Understanding Encryption and Security Protocols

Banks keep our data safe using HTTPS and TLS. This makes sure data is secure as it moves from our devices to the bank. They also use tough encryption to protect our records. Plus, techniques like session timeouts and device fingerprinting help stop hackers.

Adding a second security step is multi-factor authentication. It’s like having an extra lock. Canadian banks often use apps, fingerprints, or SMS for this. Some big companies even use special devices for more security.

Banks are smart in spotting fraud quickly with machine learning. They use super secure encryption for transfers and make sure the right person is doing the transaction. Big banks like RBC, TD, and BMO tell us how this all works in their guides.

Recognising Common Scams and Phishing Attempts

Phishing tricks appear as fake emails or texts asking for private info. Vishing is when they call you, and smishing is via SMS. Be smart and don’t get fooled.

Watch out for scam apps and fake websites trying to get your password. Always check who made an app and if a website’s real. Companies like Interac, Visa, and Mastercard help if there’s a payment problem.

Criminals might try to take over your account by tricking customer service. Keeping an eye on your account and setting alerts for big money moves helps. If you see something odd, tell your bank fast to help stop it.

Practical tips:

Use a password manager to create strong, unique passwords for banking logins.
Enable MFA and biometric options where available.
Keep apps and device software up to date.
Avoid public Wi‑Fi for sensitive online transactions or use a trusted VPN.
Set alerts to track large transfers and check statements often.

Popular Online Banking Platforms in Canada

When choosing an online banking provider, think about trust, rates, fees, and the app’s ease of use. Big banks and digital banks have their benefits. This guide will help you see what’s important for both everyday banking and saving for the future.

Comparison of Major Banks

RBC, TD, Scotiabank, BMO, and CIBC offer a mix of in-branch and online services. They provide chequing and savings accounts, mortgages, investments, and business banking.

They’re known for being trustworthy, having strong fraud protection, and offering lots of support. Their apps are packed with features like mobile deposit and Interac e-Transfer.

However, these banks might charge higher fees for some accounts and their savings rates aren’t always the best. But they do offer wide ATM access and CDIC deposit insurance, which is a plus for many customers.

Niche Online Banks and Fintech Solutions

Tangerine and Simplii Financial are known for their low fees and straightforward online banking. They have good savings rates and you don’t need to visit a branch.

Neobanks and fintechs like Neo Financial and EQ Bank offer high interest, exciting rewards, and user-friendly apps. They mainly focus on things like investing or saving.

When looking at these companies, check if your deposits are CDIC covered, what the e-Transfer limits are, ATM fees, and customer service hours. Also, compare their interest rates, monthly fees, and if they offer investment or credit options.

Open Banking makes swapping data between accounts and financial apps easier. Credit unions are another option, offering local services and good terms, often with provincial insurance instead of CDIC.

Provider Type	Examples	Key Advantages	Considerations
Big banks	RBC, TD, Scotiabank, BMO, CIBC	Full product range, branch access, strong security, broad ATMs	Higher fees on some accounts, lower savings rates vs online-only
Digital-first banks	Tangerine, Simplii Financial, EQ Bank	No-fee chequing, competitive savings, simple online setup	Fewer physical locations, variable CDIC coverage for some products
Neobanks & fintechs	Neo Financial, Motive Financial, Wealthsimple, Koho, Twist	Higher interest, rewards, budgeting tools, modern UX	Product range may be narrower, check deposit insurance
Credit unions	Regional credit unions across provinces	Local service, competitive rates, community focus	Provincial deposit insurance differences, ATM access varies

Focus on what’s most important to you: savings interest rates, fees, ATM access, e-Transfer limits, and app usability. Try the apps to check their security and ease of use. Make sure they’re insured and read reviews before you transfer your money.

Getting Started with Online Banking

Starting online banking is easy once you know the steps. Pick a bank like Royal Bank of Canada, TD, or an online-only bank such as Tangerine or Simplii Financial. Look at their fees, interest rates, and how they work with budgeting tools.

Steps to Set Up Your Online Account

Go to the bank’s website or download their app from the Apple App Store or Google Play. Click “register” or “open an account” and follow the instructions to make a user ID and a strong password.

Use multi-factor authentication to keep your account safe. You can link existing accounts or open new ones. Adding external accounts may require verifying small deposits.

Turn on Interac e-Transfer, bill pay, and direct deposit if you need them. Choose eStatements to reduce paper. Set alerts for updates on deposits, withdrawals, or unusual actions.

Required Documents and Information

For personal accounts, you’ll need photo ID like a driver’s licence or passport. Have proof of address and your Social Insurance Number ready for some accounts.

Business accounts require registration papers, articles of incorporation, a business number, and ID for signers. Credit requests need employment proof, income details, and a credit check agreement.

Banks might check your identity with credit agencies or other services. They may ask you to visit a branch. Remote applications could involve security questions and digital ID checks.

Keep document scans safe and use secure Wi‑Fi to upload them.
Activation times vary—some are instant, others take days based on checks.
Check privacy policies to understand how online banks use your info.

Mobile Banking Apps

Mobile banking apps give you essential banking tools. People in Canada use them for banking tasks. They check their account, send money, deposit cheques, and pay bills. These apps combine the best of online banking. They make transactions and payments easy and quick.

Features of Leading Mobile Banking Apps

Top apps let you see your money and what you’ve spent. They include sending money, depositing cheques, and paying bills. They also help find ATMs or bank branches when you’re out.

They have cool extra features too. You can log in with a fingerprint or your face. Put a freeze on your card or set a spending limit. Get instant alerts and talk to support fast. Some even help you save or invest easily.

These apps are getting smarter with new tech. Make payments from one app to another. Keep your budgeting tools updated. Use Apple Pay or Google Pay securely.

User Experience and Customer Reviews

People love these apps for being easy and fast. Big banks’ apps are trusted for their safety. Fintechs are liked for their fresh look and cool features.

But, some users find issues. Apps can crash or slow down at busy times. Menus might confuse some folks. There can be delays in cheque clearing. Look at ratings on Apple App Store and Google Play. Read reviews from The Globe and Mail, CBC, and MobileSyrup for more insights.

Good apps are easy for everyone to use. They follow rules to help users with different needs. They offer clear texts and help for those who need it. Updates improve these apps regularly. Make sure you download the right app. Always pick the official one to keep your money safe when you’re online.

Navigating Online Banking Features

To get the best from online banking, understand how bill payments, transfers, and alerts blend. They help you dodge fees and manage cash well. Especially when you need quick access to your account online.

Bill Payments and Transfers

Sending money through Interac e-Transfer is fast. It lets you pay friends or bills across Canadian banks easily. Now, many offer auto-deposit, skipping the need for security questions.

With bill pay, you can add companies like utilities and credit cards. Then, set up payments to happen once or regularly. This keeps you from forgetting any due dates.

Moving money between your own accounts happens instantly. But, adding an outside account takes a bit longer because it needs micro-deposit checks. Be patient for these online transactions.

For sending money abroad, look at options like Wise and Western Union. Check their fees, exchange rates, and how fast they work before you decide.

Remember to watch out for transaction limits and holds. Limits on daily amounts and e-Transfer can influence how much cash you have available.

Setting Up Alerts and Notifications

Alerts are great for keeping your money safe. You can get notified for things like low balance, big purchases, and more. It’s good for staying on top of your finances.

You can get these updates through email, SMS, or app notifications. Alerts on your balance in real time can prevent overdraft fees and missed payments.

Set up alerts to match your needs and keep fraud alerts on to spot unusual activity early. It’s smart to customize them so you can stay ahead of problems.

Be careful with alerts on shared devices. Turn off private details in SMS alerts and use in-app notifications more to keep your info safe.

Practical Tips and Troubleshooting

Always set automatic payments for bills you expect. Combine that with a low-balance warning to keep your account healthy.

Have a basic list of your planned transfers. This avoids paying something twice. If a transfer doesn’t work, check the details you provided and limits, then contact your bank.

If an Interac e-Transfer doesn’t go through quickly, keep an eye on it. Cancel it if it’s still pending after the allowed time. Being prompt can save you hassle later.

Online Banking and Budgeting

Smart money management goes hand-in-hand with online banking and its tools. These tools offer clear insights into your spending. Banks like RBC, TD, or Simplii Financial provide monthly summaries and spending trends. This information helps you create realistic goals and identify where you can cut costs.

Tools for Effective Budgeting

Modern banks have helpful features like automatic categorization, savings goals, and round-up options. Apps like Mint, YNAB, and PocketSmith also help by connecting to your accounts. They provide detailed views of your finances. Always check what data these apps can access. Go for those offering safe, read-only, token-based connections to your online banking.

Planning your finances around goals can lead to success. For instance, setting up automatic transfers to a savings account or TFSA is smart. Putting in small amounts regularly often works better than large, sporadic ones. This approach is great for growing your emergency fund.

Tracking Expenses with Online Banking

Categorizing transactions helps with tracking essentials like food, transport, and bills. Manually adjusting these categories can improve their accuracy. The system also alerts you to big or unusual purchases immediately.

Exporting your transaction files is great for a deeper financial review or tax prep. This feature is especially useful for small business owners. It links to accounting software like QuickBooks, Xero, or Wave, making bookkeeping easier. Always keep your online banking secure by regularly updating who has access to your financial data.

Feature	What it Helps With	Example Providers
Automatic Categorization	Quick spending breakdowns and monthly summaries	RBC Online, TD EasyWeb, Mint
Round-up Savings	Passive saving for goals and emergency funds	Simplii Financial, Tangerine, Monobank-style apps
Third-party App Integration	Consolidated view and advanced budgeting tools	YNAB, PocketSmith, QuickBooks
Exporting Transactions	Detailed analysis and tax preparation	All major banks supporting CSV/OFX
Real-time Alerts	Fraud detection and large purchase notices	Most mobile banking apps and online banking platforms

Understanding Online Banking Fees

Online banking saves time and makes managing money easier. But, without care, its costs can creep up on you. This guide aims to shine a light on common fees. It also provides tips on how to keep online banking costs low.

Common fees to look out for

Chequing accounts often have monthly maintenance fees. However, some banks will not charge this if you keep a minimum balance or if there’s enough activity in your account.

Paper statements might come with a fee. Also, going over the limit for free transactions like bill payments or transfers can lead to extra charges.

Fees for Interac e-Transfers differ from bank to bank. Some banks offer free transfers, whereas others charge for each one. Be aware of the high fees for incoming international wires and fast transfers.

Using an ATM outside your bank’s network can result in fees. Fees are also common when you make foreign transactions online. Overdraft and NSF fees are frequent and can add up quickly.

Requesting a stop payment or getting bank drafts usually incurs fixed fees. Accounts for small businesses might have additional service charges.

Fee disclosure and comparison

Banks are required to show their fee schedules in account agreements. Looking at these before you open an account tells you what charges to expect.

To find the best deals, use tools from the Financial Consumer Agency of Canada and other independent websites. They help you compare costs between banks and online banking services.

Online-only banks may get rid of monthly fees and might pay you back for some ATM costs. This makes them a good choice for people who do many online transactions.

Strategies to minimise banking costs

Look for accounts that don’t have monthly fees or ones that remove the fee if certain conditions are met.

Sticking to your bank’s ATM network avoids extra fees. If you often need ATMs outside the network, find an account that pays those fees for you.

Go for e-statements to avoid charges for paper ones. Having fewer accounts makes it easier to keep track of maintenance fees.

Choose banking plans that offer free Interac e-Transfers or unlimited transactions. For sending money abroad, fintech companies like Wise might offer better rates and lower costs.

Regular customers can sometimes get fee waivers or better deals by talking to their bank. Businesses and wealthy clients can often negotiate their own fee agreements.

Regularly checking your statements can help you catch and avoid repetitive fees. If you find a cheaper option that suits your needs better, don’t hesitate to switch.

By keeping an eye on fees and being smart with your online transactions, you can save money. This lets you enjoy the benefits of internet banking without the high costs.

The Future of Online Banking

Banks and fintechs are evolving quickly. They’re making digital and mobile banking smoother. This change means online financial services will become faster, easier, and more tailored for users.

Open banking will allow secure data sharing between institutions and apps. It will bring real-time payments and instant settlements. This will speed up cash flow for homes and small businesses. Digital ID systems will make joining faster and reduce fraud.

Embedded finance will let everyday platforms like Shopify offer banking directly. Third-party developers can create tools that connect with main services through API ecosystems.

Predictions for Innovation

Blockchain will be used more for settlement and identity. There will also be tokenization for better cross-border transfers. Digital wallets and central bank digital currencies might become new payment methods. Major banks might partner with fintechs to start these new services.

Machine learning will improve fraud detection and security. It can make credit more accessible by using different data. Robotic automation will make KYC processes faster and cut office costs.

The Role of Artificial Intelligence

AI will offer personalized advice through chatbots. It will help with budgeting and suggesting products. AI systems will get better at spotting fraud quickly and reducing false alarms. AI decisions need to be clear and fair, as per guidelines.

Regulators will focus on fixing bias and making AI understandable. Banks with clear AI rules will be trusted more by customers. People will need to understand digital tools better. This is how data helps with online banking recommendations.

Below is a clear comparison of new features and their benefits in Canada.

Innovation	What It Does	Benefit for Consumers
Open Banking APIs	Secure data sharing across banks and apps	Personalised products and easier account aggregation
Real-Time Payments	Instant settlement and transfers	Faster access to funds for bills and payroll
Digital ID Ecosystems	Verified identity for onboarding and transactions	Quicker account setup and reduced fraud
AI & Machine Learning	Fraud detection, personalised advice, automated underwriting	Better security and tailored financial guidance
Embedded Finance	Banking services inside retail and payroll platforms	Contextual loans, savings, and payments at point of need
Blockchain & Tokenization	Secure settlement and token-based transfers	Faster cross-border payments with greater transparency

Customer Support for Online Banking

Good customer support is key for a great online banking experience. This part tells you how to get help, the steps for common problems, and when to tell a higher authority. Always have contact info ready and use safe ways to get help quickly.

How to Access Help and Support

Banks have many ways to help you. For questions about your account, use secure in-app messages. If it’s urgent, the 24/7 phone line has real people to talk to.

Live chat is good for quick fixes, and emails are best for less urgent things that need records. Virtual helpers can also do simple tasks, like checking balances and finding branches.

For easy issues, bank websites have FAQs, videos, and help centres. If it’s more complex, seeing a specialist at the bank is a good idea. Also, banks on Twitter or Facebook have updates, and online forums offer advice, but always double-check with the bank.

Resolving Common Issues with Online Banking

Can’t get into your account? Use tools to get back in, like resetting your password. If your device isn’t recognized or codes aren’t working, get in touch with support fast.

See a transaction that doesn’t look right? Note the details and tell your bank quick through a secure method. Keep the case number for later.

Updating or reinstalling your banking app can fix many glitches. Remember to clear the cache. If the bank knows about the issue, they’ll list it on their service status page.

For fraud or if someone gets into your account, stop your cards through the app and change your passwords. Tell the bank and maybe the police. Acting fast can stop more problems.

Sometimes, money transfers take longer because of checks the bank does. Know how long these should take and call the bank if it’s taking too long.

If the first people you talk to can’t fix your problem, you can go to the OBSI for banks. Or the FCAC if needed. For issues with credit unions not covered by federal laws, reach out to local services and insurance groups.

My advice: Use apps for support, save any support IDs, and keep the bank’s contacts safe. These steps help you get help quicker and ease stress when you need it.

The Impact of Online Banking on Traditional Banking

Digital banking’s rise has changed how Canadians handle money. Now, fewer people visit bank branches. Instead, they like using mobile apps or online platforms for quick banking. This change makes old-school banks rethink their branch networks and how they work.

Challenges for Brick-and-Mortar Banks

Traditional banks struggle with slim profits as online banks and fintech companies offer lower fees and quick services. These banks often use old IT systems, making it tough to innovate. This slows their ability to offer the digital experiences customers want.

Opportunities for Improvement and Adaptation

Old banks can merge digital ease with in-person advice. They can turn branches into places where people get advice on things like mortgages. Updating tech with APIs, moving data to the cloud, and partnering with fintechs can make new products come faster.

Making digital tools easier for everyone, including seniors and those in rural areas, is key. Training employees in tech and data analysis helps too. By embracing change wisely, banks can strengthen their ties with customers. They can offer both online convenience and trusted advice.

FAQ

What is digital banking and how is it different from online or mobile banking?

Digital banking is a broad ecosystem that covers financial services delivered digitally. This includes online banking through web portals and mobile banking through apps. It also covers fintech services, digital wallets, and robo-advisors. Online banking lets you access bank services on a browser or app. You can view balances, transfer money, and pay bills. Mobile banking focuses on smartphone features. This includes mobile cheque deposit, biometrics, and push notifications. All these services allow Canadians to manage their accounts and investments from anywhere.

How widely adopted is online banking in Canada?

Online banking is very popular in Canada and continues to grow. More people use smartphones, and internet access has improved. The pandemic also made more people choose online banking for 24/7 access to their accounts. Banks are seeing more customers use online services. Data from Payments Canada shows more people using Interac e-Transfer and other digital payments. This makes banking easier for everyone, no matter where they live.

What core features should I expect from an online banking platform?

Online banking platforms offer many useful features. Expect to see account balances, transaction history, and Interac e-Transfer. You can also pay bills, deposit cheques with photos, and transfer money on a schedule. You’ll get eStatements and can link accounts internally and externally. Budgeting tools and in-app support are also common. Some advanced platforms offer card controls, real-time alerts, and digital wallets for services like Apple Pay or Google Pay.

How secure is online banking and what protections are in place?

Banks make online banking safe with HTTPS/TLS encryption and multi-factor authentication (MFA). They use session timeouts and tokenization to protect your data. To fight fraud, they monitor for strange activity and use machine learning. In Canada, there are rules that protect you if you report unauthorized transactions quickly and weren’t careless. Payment networks like Interac and card companies help with disputes and chargebacks too.

What are the most common online banking scams and how can I avoid them?

Watch out for phishing emails and texts, vishing, smishing, and fake banking apps or websites. To stay safe, make sure app developers are legit on the Apple App Store or Google Play. Check website domains and never share login details. Use MFA and biometrics, keep off public Wi-Fi or use a trusted VPN, and set up real-time alerts for odd transactions.

Which online banking platforms are popular in Canada?

Big banks like RBC, TD, Scotiabank, BMO, and CIBC have comprehensive online and mobile services. Digital-first banks and fintechs, including Tangerine, Simplii Financial, EQ Bank, Neo Financial, Wealthsimple, and Koho, offer great rates and budgeting tools without fees. Credit unions and regional banks have strong online services too. Always check if your deposits are covered by provincial insurance or the CDIC.

How do I choose the right bank or app for my needs?

Look at interest rates, fees, and Interac e-Transfer limits. Also check ATM access and if they support mobile deposit. See if they work with budgeting or investment apps you use. Make sure they’re secure and check if your deposits are insured by the CDIC. If you need in-person help sometimes, a big bank might be best. For low fees and better savings rates, try an online-only bank.

What documents do I need to open an online bank account in Canada?

You’ll need a government photo ID like a driver’s licence or passport and proof of address. You may also need your Social Insurance Number for some products. For business accounts, bring your registration, incorporation articles, business number, and legal IDs. Banks might ask for knowledge-based authentication or micro-deposit verification for remote onboarding.

How do Interac e-Transfers work and are there fees?

Interac e-Transfer lets you send money across Canada. Some bank accounts offer free auto-deposit to skip security questions. Fees differ: some accounts give free unlimited e-Transfers, others charge per transfer. Always check your bank’s fees and daily limits to avoid surprises.

Can I do everything on a mobile banking app that I can do on a website?

Most basic tasks like checking balances, transferring money, and paying bills can be done on apps. However, some special features, like detailed investment tools or complex mortgage applications, may be easier or only on websites. Each bank’s app offers different features, so check what each one can do.

What budgeting and saving tools are available through online banking?

Banks often provide tools that categorize transactions, give spending summaries, and help save towards goals. Some let you round up purchases and schedule transfers. You can link to apps like Mint or YNAB for a big picture of your budget. Automated investing and saving services, like Wealthsimple, can also work with your bank to help you plan based on your goals.

How can I minimise online banking fees?

Pick accounts without monthly fees or those that drop fees if you keep a certain balance or activity. Use ATMs that belong to your bank to avoid extra charges. Look for accounts that refund ATM fees or include free Interac e-Transfers. For money transfers abroad, fintech companies like Wise may offer better rates and lower fees than traditional banks.

What should I do if I notice an unauthorised transaction or suspect fraud?

If you see something wrong, freeze your card or account right away. Change your password and make sure MFA is on. Call your bank’s fraud team or send a secure message with the transactions details. They might ask you to file a police report. Keep all emails or messages for your records. Banks have processes to resolve disputes and often limit your liability if you report fraud quickly.

How does open banking and APIs affect my online banking experience?

Open banking and APIs let you share data between banks and fintechs safely. This means you can connect your accounts to budgeting tools and payment services. You get more personalized and integrated financial services. Remember to only choose trusted providers and understand their privacy policies. They should use secure, token-based access.

What future trends should Canadian consumers expect in online banking?

Look out for more use of open banking, faster payment systems, and better digital ID checks. There will be more finance options built into apps and websites. AI will help with fraud detection and offering personalized advice. New tech like blockchain could change how we make international payments. These changes will make banking faster and more personalized but mean we need to know more about data privacy and security.

How do I get help when I have problems with online banking?

For help, use secure messaging in your app, call support, chat live, or go to a branch if it’s a big issue. You can also look at FAQs, watch help videos, or visit help centres for quick answers. If a problem isn’t fixed, talk to the Ombudsman for Banking Services and Investments (OBSI) or the Financial Consumer Agency of Canada (FCAC). Keep your case numbers and any documents related to your issue.