3. How can I replace my debit card? You can always get one from your caisse (individual members only). Simply visit your caisse.

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1 Canada Post dispute - FAQ for Desjardins members and clients 1. Will all documents be sent by private courier (Purolator) until regular mail services are resumed? We will only be using Purolator for documents that are urgent and important, and that can t be sent to our members and clients any other way. There will be a longer wait time than normal due to the larger volume of mail sent this way. All other documents will be sent when the dispute at Canada Post is resolved. 2. How can I get personalized cheques for my account? You can always download void cheques from AccèsD. You have two options: Small number of cheques: You can order 4 to 12 cheques by calling CAISSES ( ) or by contacting your caisse (by phone or in person). Cheques will be delivered to your caisse in 2 to 3 days. If you only plan to write 12 or fewer cheques during the dispute and you can pick them up at the caisse, this is the most practical option. 50 to 100 cheques: You can always place your regular cheque order (50 or 100 cheques) through AccèsD or by calling CAISSES ( ). These orders will be placed on hold until the dispute is over. If you need cheques quickly, contact our supplier D+H at (Monday to Friday, from 9:00 a.m. to 5:00 p.m.) to discuss delivery options. You can t do this through AccèsD. DESJARDINS CARD SERVICES Debit, prepaid and credit cards for individuals and businesses 3. How can I replace my debit card? You can always get one from your caisse (individual members only). Simply visit your caisse. Business members: You can request a replacement debit card by calling If the request is urgent, fees will apply and the card will be delivered within 5 to 7 days. 4. Will I receive the account statement for my Desjardins credit card or prepaid card? Desjardins credit card and prepaid card statements will be sent out after the dispute. To avoid paying a penalty, your balance must still be paid before the due date on your statement, even if there s a dispute at Canada Post. To see and pay your balance: AccèsD and AccèsD Affaires (Internet) AccèsD by phone: V h 1

2 a. Individuals: 514-CAISSES ( ) or CAISSES ( ) (members only) b. Businesses: Desjardins Card Services telephone service: a. Individuals: or (to check balance only) b. Businesses: or At ATMS At your caisse or financial institution 5. If I don t receive my account statement, do I still have to pay the monthly amount due on my Desjardins Visa or MasterCard? Yes, you re responsible for making regular payments on your credit card even if there s a dispute at Canada Post. 6. Can I sign up for online account statements for my Desjardins credit card or prepaid card? Yes. The easiest and quickest way to access your Desjardins credit card account is to sign up for online statements through AccèsD (individual members only) or through epost. Visit desjardins.com/onlinestatement to sign up through AccèsD. Visit epost.ca to sign up for epost. 7. My Desjardins credit card or prepaid card is expiring in July How can I get a new one? Cards are valid until the last day of the month in the expiry date. All cards expiring in July have already been sent out. 8. Can I order a new copy of my Desjardins credit card or prepaid card? If you don t have any other Desjardins credit cards or prepaid cards, and your card is lost or doesn t work, you can order a new one: Individuals: or Businesses: or Can I apply to open a new Desjardins credit card or prepaid card account? You can fill out an application: Online at through AccèsD and AccèsD Affaires By phone: o Individuals: or o Businesses: At your caisse or Desjardins Business centre The card will be sent to you when the Canada Post dispute is over. 10. Can I order Desjardins credit card cheques or Business cheques? You can do so: Online at through AccèsD and AccèsD Affaires By phone: 2

3 i. Individuals: or ii. Businesses: or at or At your caisse or Desjardins Business centre However, cheques will be sent to you when the Canada Post dispute is over. 11. I need to send you documents for a dispute. Should I wait until the dispute is over? No, you will have to find another way to send us your documents, such as by fax or . Private-label and co-branded cards 12. How can I find out and pay the account balance for my private-label or co-branded card? If you re a Desjardins member: AccèsD Internet or AccèsD phone: 514-CAISSES ( ) or CAISSES ( ) Desjardins Card Services telephone service: or (to check balance only) At ATMS At your caisse or financial institution By pre-authorized payment If you re not a Desjardins member: To find out your balance: AccèsD for non-members at desjardins.com Epost To pay your balance: AccèsD for non-members at desjardins.com (if you register your bank account) You can use one of the following options at participating financial institutions o Online o Through the telephone payment system o At ATMS o At a branch MERCHANT SERVICES Monetico 13. I ordered a POS terminal. Will it be sent to me? Yes. Terminals will be sent by Purolator (not Canada Post). You should expect a slightly longer delay than usual, as Purolator will have a greater volume of mail to deliver during the Canada Post dispute. The same goes for regions that are farther out, where the number of active merchants is smaller. 3

4 Monetico mobile terminals will be sent when the dispute is over. However, in urgent situations, your Monetico Mobile keypad can be picked up at our offices (Montreal region), sent to your caisse, or sent through Purolator. Start-up kits (POS equipment) for new accounts will not be sent out until the strike is over. 14. I ordered, or I would like to order, POS equipment. Will it be sent to me? Yes, but it will not be sent to you until the Canada Post dispute is over. 15. Will I receive my Monetico merchant account statement? All Desjardins account statements will be sent out after the dispute. If you would like to see the details for your statement before then, we d recommend signing up for online account statements. You will have access to all of the information from your paper statement and will no longer pay the $3 monthly fee. To sign up for My Station - Online Merchant Reports, contact Business Customer Service at or In-store Accord D financing 16. Can I submit new applications for in-store Accord D financing? Yes. The strike will not interrupt credit application processing. However, cards will not be sent out until the strike is over. DESJARDINS GENERAL INSURANCE GROUP AND OTHER BANNERS 17. How will I receive my insurance documents? We have several solutions to propose. We ll be putting them in place to make sure legal delays are respected and our high service standards are met. 18. Can I access my insurance documents online? Desjardins Insurance, The Personal - Individuals: If you have a personal policy, your insurance file is available online. You can view your policy, as well as any recent changes, and renew it if needed. You can also update your personal information, change your method of payment and submit claims. Scotia Life Financial and CIBC: same answer, but you cannot print the documents. State Farm: Online services available only for auto policies. (can t be printed). Desjardins Insurance Business (Quebec) and Western Direct Insurance: Only hard copies of policies are available (services online unavailable). We will send them to you as quickly as possible. 4

5 19. How will I be able to make my premium payments? Direct debit (automatic payments) Credit card Online - if your financial institution offers online bill payment (via AccèsD for Desjardins members) Quebec residents can pay directly at any Desjardins caisse (provide your insurance policy number and the company number SIPC145) We cannot accept payments at our offices at this time. 20. How will I receive my claim cheque? Your claims advisor will work with you to find the best solution for you. We ll do everything in our power to avoid delays in claim settlements. DESJARDINS FINANCIAL SECURITY 21. How can I pay my premium? We recommend using the following options: AccèsD Internet (IMPORTANT: Use your contract number as a reference number) At an ATM or at your financial institution (IMPORTANT: Write your contract number and the name Desjardins Financial Security on your cheque.) Pre-authorized debit: If you would like to pay through pre-authorized debit from your bank account instead of a cheque, you must fill out the Pre-authorized debit agreement (PAD). 22. If I don t pay my premium during the labour dispute, will my policy remain in effect? By law, premiums must still be paid by the due date, even if your notification is delayed by a postal strike. If the premium is not paid, the policy will not remain in effect. 23. How will I receive my contract, if I am applying for insurance, or changes to my policy? It will be delivered by Purolator. DESJARDINS FUNDS 24. How can I pay my premium? Documents will be sent out after the dispute is over. INTER-OFFICE MAIL 25. I have mail to send to Desjardins. What should I do? You can bring it to your caisse. Your mail will be sent to the correct recipient through our inter-office mail service. 5

6 SUPPLIERS 26. I m a supplier for Desjardins (Federation and components). How can I be sure that an invoice will be paid? We encourage you to sign up for invoice payment through direct deposit. Your payments will then be directly deposited to your account. This will prevent payment delays and lost cheques. Contact paiement_electronique@desjardins.com for support. SHARED SERVICES CENTRE 27. Will I receive my mortgage renewal or my 5 in 1 notice? 5 in 1 notices will be sent out when the strike is over. To sign your renewal, please contact your caisse. 28. Will I receive my term renewal? Your account manager should get in touch with you so that you can sign it. If you have any questions, please contact your Desjardins Business centre. ON THE STRIKE IN GENERAL 29. Will I still get my Canada pension cheques? Canada Post guarantees delivery of these cheques. However, we suggest that you request direct deposits, since it s a secure and efficient way to get paid. 30. Will members be affected by this situation? Desjardins Group is doing everything it can to prevent the dispute from affecting its relationship with its members. This is why it will be able to send you important messages from all Desjardins entities. 31. Do you think the dispute will be long? This is a dispute at Canada Post. We can t comment on this topic. 6