At Canadian Tire Bank we are here to support seniors in all aspects of their everyday banking. We encourage you to click here for more information.
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Complaint Resolution
Canadian Tire Bank Complaint Resolution Process
At Canadian Tire Bank, we are committed to building lifetime relationships with our customers by providing superior customer service. When you have a concern or complaint, we encourage you to tell us about it by following our Complaint Resolution Process.
Step 1 – Customer Service
The first step to resolving a complaint is to contact us directly. The Customer Relationship Representatives will attempt to resolve your concerns at Step 1, and as appropriate, will obtain support from a Supervisor or Manager to resolve your complaint.
If your complaint is related to a deposit or tax free savings product, you may contact us by calling 1-866-681-2837.
If your complaint is related to a credit card product or any other matter, you may contact us by calling 1-800-459-6415.
Alternatively, you can write to us at:
Canadian Tire Bank
P.O. Box 12000 Station Main
Welland, ON L3B 6C7
At any point during Step 1, you may request that your concerns be escalated to Canadian Tire Bank’s Complaint Resolution Team. Also, if your concern is not resolved at Step 1 within 14 days, it will automatically be escalated to the Complaint Resolution Team.
Step 2 – Complaint Resolution Team
If your complaint is not resolved to your satisfaction at Step 1, you may escalate your concerns to the Complaint Resolution Team. The Complaint Resolution Team will make every effort to resolve your concerns and keep you informed of the status of your complaint.
To escalate a complaint related to a deposit or tax free savings product, call 1-866-681-2837 and ask that your complaint be directed to the Complaint Resolution Team.
To escalate a complaint related to a credit card product or any other matter, call 1-800-459-6415 and ask that your complaint be directed to the Complaint Resolution Team.
Alternatively, you can write us at:
Canadian Tire Bank
Attn: Complaint Resolution Team
P.O. Box 12000 Station Main
Welland, ON L3B 6C7
Step 3 – Ombudsman for Banking Services and Investments
If the steps listed above have not resolved your complaint to your satisfaction or 56 days have elapsed since we have received your complaint, you may contact the Ombudsman for Banking Services and Investments (OBSI). The OBSI is an independent, confidential and free dispute resolution service for consumers with a complaint that cannot be resolved with their financial institution.
You can contact the OBSI a few ways:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400 P.O. Box 8
Toronto, ON M5H 3R3
Phone: 1-888-451-4519 / 416-287-2877
Fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Email: ombudsman@obsi.ca
Website: obsi.ca
Other Escalation Options
If you have a complaint or concern regarding Canadian Tire’s privacy policies, you may contact Canadian Tire’s Chief Privacy Officer at:
Chief Privacy Officer
c/o Canadian Tire Corporation, Limited
2180 Yonge Street
P.O. Box 770, Station K
Toronto, ON M4P 2V8
Email: privacyoffice@cantire.com
If you have a complaint or concern regarding Canadian Tire Bank’s compliance with financial consumer protection measures that apply to federally regulated financial institutions, you may contact the Financial Consumer Agency of Canada (FCAC) at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Telephone: 1-866-461-3222
Please visit www.fcac-acfc.gc.ca for more information about FCAC.
At Canadian Tire Bank we are here to support seniors in all aspects of their everyday banking.
If you would like to learn more about making a payment, setting up an online account, how to read your statement or power of attorney, we encourage you to click here for more information.
Your credit card Some basic personal information to help us confirm your identity and set up security features 10 minutes of your time
What are the benefits of using My Online Account?
Access your account details 24 hours a day, seven days a week Update your personal information including your phone number and employment information. Organize your finances and even download your information directly to money-management tools like QuickBooks® and Microsoft® Money
How do I request a credit limit increase for my Canadian Tire Bank issued credit card?
Call us toll-free at 1-800-459-6415.
How do I change my address information with Canadian Tire Bank?
Call us toll-free at 1-800-459-6415.
How do I replace my Canadian Tire Bank issued MasterCard?
If your card is lost or stolen, call Customer Service immediately at 1-800-459-6415. If you're traveling outside Canada and the US, call us collect at 1-905-735-7256. We can provide you with a replacement card and/or a cash advance up to $1,000 (service charges apply) if you are traveling.
How do I add a supplementary cardholder to my credit card?
Online:
Login to My Online Account
Click the Manage My Profile tab
Select Request an Additional Card
By phone: Simply call toll-free 1-800-459-6415. Don't have an online account? Click here to enrol.
How do I apply for a Canadian Tire Bank issued credit card?
Online: You can apply for a Canadian Tire credit card on this website by completing an on-line application. Just click here!
In Canadian Tire stores: Look for one of our helpful Field Marketing Representatives as you walk in any store. Or stop by Customer Service and fill out an application.
In Canadian Tire gas bars: Stop by Customer Service and fill out an application.
Payments
When is my payment due?
Your payment due date is indicated on your monthly statement. You will benefit from an interest-free grace period of at least 21 days (at least 26 days if you are a resident of Quebec) on new purchases if we receive payment in full of the balance due on your current statement by the payment due date.
I have just made a payment to my Canadian Tire credit card. Why is the payment not reflected in my credit card balance?
The time it takes for a payment to show up on your account differs depending on your method of payment. In general, Canadian Tire store payments will take up to two business days to post to your account. Online Banking payments take up to three business days and mailed payments could take up to two weeks from the time you mail your cheque.
What is a disputed transaction?
It's a posted account transaction that you do not agree with. A disputed transaction can be any of the following:
Unauthorized transactions
Charges for goods and/or services not received
Charges for goods returned where a credit has not been processed by the merchant
Duplicate charges
Charges processed for the wrong amount
How do I dispute a transaction on my account?
Simply call toll-free 1-800-459-6415. A Customer Service Representative will be happy to help you enter a dispute on your account.
How can I pay my credit card bill?
At a Canadian Tire store: Present your Canadian Tire Bank issued credit card at the Customer Service desk of any Canadian Tire store to pay by cash, debit or cheque.
At a bank: You can pay at most financial institutions across Canada.
By mail: Send your cheque using the envelope enclosed with your monthly statement to:
Canadian Tire Bank
P.O. Box 4653
Station A, Toronto, ON
M5W 5G4.
Online: You can pay from most financial institutions’ online banking service
Financing
How do I finance a purchase made at Canadian Tire?
Present your Canadian Tire Bank issued credit card at any Canadian Tire store at the time of purchase and advise the cashier that you would like to take advantage of the financing offer available on the merchandise you are purchasing. Please note that equal payment plans are not available on the Low Rate Options® MasterCard®.
When will I bear interest on my purchase?
Equal Payments Plan:
To avoid being billed for interest on an Equal Payments Plan, you must do each of the following:
(i) pay in full your minimum monthly payment within 59 days of the statement date for all months for the term of your Equal Payments Plan and ensure that your account does not otherwise go into default;
(ii) pay in full your monthly instalment on the Equal Payments Plan by the due date for that statement.
If you fail to satisfy the first requirement above, the equal payments plan will end and interest will start to be charged on that plan balance. If you fail to satisfy the second requirement above, we will start to charge interest on the portion of the monthly instalment of the Equal Payments Plan that is unpaid.
Deferred Purchase Plan:
If the only purchase on your Canadian Tire Bank issued credit card is a Deferred Purchase you will not be required to make minimum monthly payments until the statement after your Deferred Plan expires.
If you are carrying a balance on your account for other purchases, you are required to make the minimum payment by the due date each month. This minimum payment does not include the portion of your balance that is on a Deferred Payment Plan. However, if you fail to make the minimum payment within 59 days of the statement date, or another default under your cardmember agreement occurs, the deferred payment plan will end and interest will start to be charged on that plan balance.
Upon expiry, your Deferred Purchase will become interest bearing. To avoid being billed interest on this purchase you must pay the purchase amount by the due date of the next statement after its expiry. If interest is charged, it will be calculated as of the expiry date of the Deferred Purchase, not the purchase date.
If I do not pay off the financed purchase before the expiry date, will I be charged interest back to the original purchase date?
Equal Payments Plan: You must pay your monthly equal payments plan instalment in full by the statement due date to avoid paying interest. If you do not pay this amount in full, you will be charged interest on that portion of the equal payments plan instalment that is unpaid starting from the day after the monthly payment is due.
Deferred Purchase Plan: No. Canadian Tire Bank will not charge you interest from the original purchase date. Interest will only be calculated on the outstanding balance once your deferral period has ended.
I have a Deferred Purchase or Equal Payments Plan in addition to other purchases on my account. When I make a payment how is it applied?
Payments are applied to your account in accordance with the cardmember agreement.
How will I know when my Deferred Purchase Plan will expire?
Your Deferred Purchase Plan expiry date and payment due date are outlined on your monthly statement as indicated in the example below.
Will a Deferred Purchase Plan or an Equal Payments Plan affect the available credit on my Canadian Tire Credit Card?
Yes. Your available credit will be reduced by the total amount of the transaction that you are financing.
I do not have a Canadian Tire Bank issued credit card but I want to finance a purchase at the Canadian Tire store, how can I do this?
A Canadian Tire Bank issued branded credit card is required to qualify for financing at Canadian Tire. To apply, visit any Canadian Tire store and apply for instant approval at the Customer Service Desk, apply online at https://www.ctfs.com/ApplyNow.
Is there a fee to finance under the Deferred Purchase or Equal Payments Plan?
There is no administration fee charged for entering into a special payment plan. Other fees can be charged in connection with the use of your credit card account such as an overlimit fee if you exceed your credit limit.
Contact Information
Whom do I contact for assistance with my Canadian Tire Bank issued credit card account? Via email: Click here to contact us using our email form. By phone: Simply call toll-free 1-800-459-6415. Out of country: Simply call collect 1-905-735-7256.
MasterCard® SecurecodeTM - Assistance
What is MasterCard SecureCodeand how does it work?
MasterCard SecureCode is a free card protection service we provide in association with MasterCard Worldwide. Through the use of a one-time code (OTP) additional protection is provided against unauthorized use of your Canadian Tire Bank issued credit card when making online purchases at participating merchants. When you make an online purchase, at a participating merchant, a request screen will automatically appear informing you that a One-Time Code will be sent to you via email or text message to your mobile phone. Once you receive the One-Time Code, you will need to enter it into the request screen in order to proceed with your transaction. When you correctly enter this information, Canadian Tire Bank will confirm that you are the authorized cardholder and the transaction will proceed through the payment process.
For more information, please read FAQs (Frequently Asked Questions) below or contact Canadian Tire Bank at the number on the back of your card.
FAQs (Frequently Asked Questions)
What are the benefits of Secure Code?
Secure Code provides an additional layer of security, outside the traditional transaction authorization process, and helps prevent unauthorized use of cardholder accounts by a third party.
How does it work?
Transactions originating with a SecureCode merchant pass through a risk-assessment process set up by Canadian Tire Bank. If the authorization is considered higher risk or out of the norm for you, as a cardholder, you will be prompted to input a One-time Code which will further validate the authenticity of the transaction.
How will I receive the One-Time Code?
One-time Codes are sent via SMS to your registered mobile phone number on file with Canadian Tire Bank. If you do not have a mobile number on file, the One-time Code will default to your registered email address. If you do not have either, you will be allowed to proceed through the process via question and answer verification.
What if I don’t receive the One-time Code?
The one-time Code can be re-sent to your registered mobile number or email address up to 3 times per transaction. After the third attempt, if you still have not received the Code, please call the number on the back of your card for assistance.
What happens if I enter in an incorrect One Time Code?
You will be prompted to provide your Credit Limit and Date of Birth in order to verify your identity.
What if I don’t have a mobile phone or email address on file with Canadian Tire Bank?
Please call the number on the back of your card for assistance.
FAQ & Videos
For helpful videos and FAQ on the following topics listed below, click the links to find out more.
FCAC’s Digital Campaign
We are excited to share with you the Financial Consumer Agency of Canada’s (“FCAC’s”) latest “tip clips” that touch on various topics of interest, such as the importance of budgeting, credit reports and fraud awareness.
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Not such a bargain! How much will they end up costing you?
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Having trouble budgeting? If you find yourself strapped for cash at the end of each month, it's time for a change. And the first step might be as simple as making a budget. Try these tips to get started: