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Security Questions & Concerns

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  • Not unless they know your PAC (your Password or Personal Access Code). Consider changing your PAC, just to be safe. Login to your online banking. Under the Profile and Preferences tab, select Change Personal Access Code. 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 your online banking.


    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 1.844.648.6466  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. 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 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.


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


    View your Alert history for the previous 30 days by clicking “View History Alerts” tab.


    If you’re travelling, you’ll receive alerts the same way.


    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 call us at 1.844.648.6466.


    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 Research,  a 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 1.844.648.6466

  • 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 Environics Research, conduct studies to provide insight into the motivations, attitudes and behaviours relating to important issues.  Some of these situations being the launch of new products and services, or a new brand.


    You may have recently received an email asking you to participate in an 1.5 hour interview to discuss your thoughts in financial service brands that serve you, and we want you to know this email and offer is completely legitimate.


    For technical support or questions about the study please email Environics at:


    For other questions, feel free to reach out to us at: 1.844.648.6466

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