Service Notices

June 15, 2020  — Name change for Optimum Savings
Effective Monday, June 15, Kindred’s Optimum Savings Account will be changed to High Interest Savings Account. Your product features and interest rate will not change.

Please note that registered variable accounts will also be impacted by this name change. For example, RSP Variable will be changed to RSP High Interest Savings Account. These changes will come into effect on June 17.

These name changes will be reflected in online banking, and will see the new names on your June statements. If you have any questions about your accounts, please call your local branch and speak with your Investment Specialist.

February 11, 2020  — Tax Receipt Information
For your reference, below is a list of tax receipts that you may be expecting and dates that they will be mailed by our statement partners.

Tax Receipt Mailing Date
T4RSP, T4RIF, T5, NRT4RIF and 2019 RSP contributions February 11
RSP contributions made in the first 30 days of 2020 February 19
RSP contributions made in remainder of first 60 days of 2020 March 23
T4RESP March 2
T4RDSP March 2
NR tax slips March 31

If you have any questions, please speak with a member of our team.

September 9, 2019  — Point-of-Sale and ATM Service Disruption
One of our integrated payments solutions service providers experienced a power distribution system failure on Sunday, which affected all of its payment processing services, including debit card point-of-sale payments and ATM transactions. Kindred members were affected, in addition to many other credit union members and financial institution clients across Canada.

Due to the magnitude and complexity of the disruption, it took several hours to fully restore service. We can confirm that your information was never at risk and that this service disruption was not due to weather or a cyber-attack.

We recognize the significant inconvenience this caused to our members, and we thank you for your patience as we worked with our partners to restore services. If you are still experiencing technical issues related to your debit card, please contact your local branch.

April 5, 2019 — Important information about your Kindred Credit Union GLOBAL PAYMENT™ Mastercard®  Card product
The Kindred Credit Union GLOBAL PAYMENT™ Mastercard® card ("GPC Product") is being discontinued as of May 22, 2019. Cardholders received a letter informing them of this service change in February.

This change in our product offering is required because Kindred’s relationship with CUETS Financial*, which provides certain financial services in connection with our GLOBAL PAYMENT Mastercard card program, is ending.  

Account holders’ GPC Product will be closed as of May 22, 2019 and it will no longer work for online or in-store purchases, returns, or automatic bill payments.

What you need to do?

Consider your payment options
If you use your GPC Product as a payment option, you’ll need to find an alternate solution. We can help! Just call or visit your local branch, and we’ll figure out what works for you.

Pre-Authorized Payments
If you have recurring bill payments set up on your GPC Product—such as payments for magazine subscriptions, internet, utility bills, etc.—you will need to contact the merchants directly to set up an alternate payment method.  We suggest that bill payments be switched to an alternate payment method by April 22, 2019 so that there is ample time for merchants to update their systems.

We understand that this change may cause inconvenience for some members, and we apologize for the disruption. Please feel free to contact your local branch if you have any questions.

* CUETS Financial is a division of The Toronto-Dominion Bank. All trade-marks are the property of their respective owners.  CUETS is a trade-mark of Canadian Credit Union Association, used under licence. 

February 25, 2019 – UPDATE – Due to hazardous winter weather, our Mount Forest branch closed at 1:30 pm. The Milverton branch was closed this morning, but has reopened but with minimal staff. We will provide updates when further information is available. Members in need of assistance can call Member Services at 1.855.772.5808.

February 12, 2019Due to hazardous winter weather, our Mount Forest branch has been closed. If the branch remains closed tomorrow, we will provide an update. Members in need of assistance can call Member Services at 1.855.772.5808.

September 18, 2018New Mastercard® Authentication Tool: Making your online shopping experience more secure

Effective September 25, 2018, Collabria Financial Services Inc. will be transitioning to 3D Secure to authenticate both Visa and Mastercard online purchases. 3D Secure is an automatic service that uses dynamic risk authentication instead of static passwords to authenticate the cardholder who is shopping online.

This new authentication tool offers you peace of mind by making your online shopping experience safer. It’s also easier for you, as no passwords are required. 

No action is required by you to benefit from this new tool. For more details, you may wish to read the FAQs below. If you have any questions, please call Collabria at 1.855.341.4643.

What is 3D Secure?

  • 3D Secure is a tool that will replace Verified by Visa and Mastercard Securecode*.
  • 3D Secure is an automatic service that uses dynamic risk authentication instead of static passwords to authenticate the cardholder who is shopping online. This means that it uses tools like IP address, device ID and shopping patterns to help verify that the cardholder is the party that is using the card for the online shopping transaction.
* Verified by Visa and Mastercard Securecode will be discontinued. Both are password-based security/authentication services that provide an additional layer of security for cardholders at the checkout when they shop online. To use this service when shopping online with a registered merchant, cardholders were required to set up a profile with Visa/Mastercard.

Why is Collabria making the change to 3D Secure?
  • This new authentication tool for online shopping has been mandated by Visa and Mastercard.
  • The industry is moving to this dynamic risk authentication method instead of static passwords given that passwords are often forgotten (leading to cart abandonment when shopping online) and can be easy to hack.
What type of transactions does this affect?
  • This only applies to online purchases; this does not apply to transactions when the card is physically present.
How does the cardholder enroll?
  • Cardholders do not need to enroll for the service, they will automatically go through this authentication in the background when they check-out as part of theonline purchase transaction.
  • If authenticated they will be able to complete their transaction without having to remember or enter additional passwords.
What if a cardholder does not pass authentication during an online shopping transaction?
  • Card Services, the Collabria Contact Center, has a tool that allows them to override the failed authentication for the particular website where the member isshopping. If the cardholder does not pass authentication they will receive amessage at check-out to contact Card Services with a phone number included.Collabria’s Contact Center will then bypass the authentication so that themember can complete their transaction on the website.
When will 3D Secure be live?
  • 3D Secure will be live on September 25th, 2018.

September 14, 2018 – Access to CUETS Financial Mastercard® historical data changing on October 1

As a result of our partnership with a new credit card provider earlier this year, some information available within Kindred’s MemberDirect online banking is changing for members with a CUETS Financial Mastercard®.

This issue will not impact you if you applied for a Kindred Mastercard on/after January 2018, as your credit card will be with our current provider, Collabria Financial.

If you have a CUETS Financial Mastercard® and view your credit card transactions through MemberDirect, you will no longer be able to see your Mastercard transactions online effective October 1, 2018.

However, you can continue to use your CUETS Mastercard for purchases and, if you want to view your transaction activity online, you will have number of choices:

  1. If you enjoyed the ability to view credit card transaction history through Kindred’s online banking, you can change your MemberDirect CUETS Mastercard settings from a Linked Partner Account to a Linked External Account.
  2. You can access CUETS Financial Online Banking directly via Current users can continue to use their login credentials, with no changes. First time users must visit the website and click the “New User/Enrol Now” button.
  3. Before CUETS Mastercard transaction history is removed on October 1, you can download or print your account history for your records. This step is optional if you do not have printed statements on file and/or do not plan to register for alternate online access.

Statements and other communications will continue to be distributed to you by CUETS directly. Please contact your local branch if you have any questions about online access to your CUETS Financial Mastercard transaction history.

Kindred offers credit cards to members through Collabria Financial.


September 5, 2018 – Change to Online Banking Authentication Process

As part of an initiative to improve member experience and enhance security, please be aware that on September 12, a change will be introduced that will affect the online banking login process.

Up until now, every time a user logged into MemberDirect on an “Unregistered” computer they would be asked a security question.

This upgrade adds a new “risk-based” capability to the login process. The system will now determine when it is appropriate to ask a security question, which will greatly reduce how often a security question is displayed. This change will make it faster and easier for you to access your accounts online, yet provide improved security.


Effective January 1, 2018 we’ll be working with a new credit card provider

If you carry a credit union Mastercard credit card issued by CUETS Financial*, below is some information you need to be aware of. In the New Year, we’ll be moving to a new credit card provider, and that means we won’t be able to provide support or information on our website or in the branches for your CUETS Financial credit card. Although Kindred Credit Union is no longer participating in the CUETS Financial credit card program, your credit card will continue to work. CUETS Financial will continue to provide support, service, and assume sole responsibility for all administrative and processing aspects of your current Mastercard credit card.

**Please watch for a letter from CUETS Financial explaining this change and how they will continue to work with you following January 1, 2018.**

If you’re used to signing in to the or CHOICE REWARDS® site, be sure to save or bookmark the link before December 31, 2017 because we’ll be removing those links from our website.

What will stay the same?

You can continue to use your existing CUETS Financial Mastercard credit card after January 1, 2018*, the same way you do today. You will have the same PIN, features and benefits, credit limit, interest rate(s) and fees. Your CUETS Financial Account Agreement and Disclosure Statement, as amended to date, will also remain unchanged. Please ensure your address is current with CUETS Financial so you will continue to receive any notices from them.

If you’ve set up Credit Union Mastercard in your bill payments, you’ll still be able to pay your bill online and in the branch. Please note that the name of the bill vendor will change from “Credit Union Mastercard” to “CUETS Mastercard” effective January 1, 2018.

What will change?

Effective January 1, 2018 you won’t see any direct links to CUETS Financial or the CHOICE REWARDS site on our website. When you login in to the, you will no longer see our name or logo on your landing page. Be sure to save the link before December 31, 2017.

We will no longer offer CUETS Financial cards in the branches, and unfortunately we won’t be able to provide member service on your existing card. To continue to manage your account, you can go online using your current login credentials for CUETS Financial Online Card Services. If you aren't currently enrolled, you can visit and click the "New User / Enrol Now" link. Alternatively, please contact the CUETS Financial toll-free customer assistance number: CUETS Financial Card Services 1-800-561-7849.


On January 1, 2018 Kindred Credit Union will be introducing an exciting new family of both personal and corporate cards. Our new card offering will provide excellent options to our members, with cards that can specifically suit their individual card needs, both for personal use and for business.

Please note that members can continue to use their existing Kindred Credit Union Mastercard credit card issued by CUETS Financial* beyond January 1, 2018. If you have any questions regarding your current Mastercard account you should contact the number on the back of your credit card.

We will keep you informed and provide greater detail on our new credit card program as we get closer to launch.

*CUETS Financial is a division of The Toronto-Dominion Bank. The issuer of this credit card is The Toronto-Dominion Bank. All trade-marks are the property of their respective owners.  CUETS is a trade-mark of Canadian Credit Union Association, used under licence.  ®CHOICE REWARDS is a trademark of The Toronto-Dominion Bank.

May 15, 2017 – Ransomware Threat

At Kindred we’re committed to protecting your privacy and safeguarding your personal and financial information. Many of you are likely aware through the media of the large ransomware attack that reached its peak on Friday, May 12 in many countries around the globe. You may also be wondering about the status of Kindred Credit Union in light of these recent developments; here’s an update.

Kindred Credit Union:

  • has not been effected by this threat;
  • is patched for the vulnerability that is being exploited in this wave of attacks; and
  • was protected for it some time ago and is continuing to monitor and study the situation in co-operation with our security auditor, federal agencies, and other IT professionals in the financial services industry.

All Kindred staff have been warned to be on alert for any suspicious email, web sites, or other computer anomalies.

Based on the best information we have, the threat in question is primarily exploiting a vulnerability that was announced on March 14, 2017 when a patch was also released to remedy the situation. Kindred has been patched for this vulnerability for quite some time and it is our practice to apply all available security patches in a regular and timely manner. The attacks that brought down many organizations largely affected older out-dated operating systems, many of which are no longer supported and were not patchable. Kindred’s computing environment consists only of fully supported current operating systems.

In addition to our regular patching practices, as a precautionary measure on May 12 we also re-examined our entire environment. Kindred IT staff have remained in contact with our security audit firm, federal agencies, and other IT professionals in financial services to study the malware and its methods and follow its progress in case of new threats.

October 26, 2016 – Effective immediately, our Kitchener Branch ATM and Deposit Box will only be available during regular business hours.

We apologize for any inconvenience. We are working to resolve this situation and will provide updates as soon as they are available.

The closest Kindred ATM and Deposit Box location is at 53 Bridgeport Road East, Waterloo.

For more details, or to find an alternative ATM, please speak with a Kindred representative.

You can also find an ATM near you by visiting and clicking on Find Branch/ATM or by downloading the ding free app for your smartphone.

July 15, 2016 – Important service notice about our mobile apps during our brand transition

With our name change to Kindred Credit Union on Monday, July 18, we will soon be releasing new Kindred Mobile Apps.  We expect the Kindred Mobile Apps to be available for members in early August. At that time, you will receive a message indicating that an update is available and this update will provide you with the new Kindred Mobile App.  No changes to features are included in this update.
The MSCU Mobile App will continue to work for a period of time during this transition, so there will be no loss of service to members. If you haven’t already downloaded the MSCU Mobile App you can still do so from your preferred app store and when the Kindred Mobile App is available, you will receive the update message. If you have any questions about our new Kindred mobile app, please contact technical support at 1.888.273.3488 or

May 13, 2016 – CUETS Financial’s site will undergo scheduled maintenance from 6:00 pm on Saturday, May 14 until 12:00 pm on Sunday, May 15, 2016.  Should you require detailed information about  your credit card account during this time, please call CUETS Financial Card Services call centre at 1 800 561 7849.

December 22, 2015 Technical issue affecting debit card use in the United States

MSCU has been made aware of a technical issue related to upgrades and changes being made to U.S. payment networks that may affect credit union members using their MEMBER CARD® debit cards at point of sale terminals and ATMs in the U.S.  MSCU is advising members who are travelling to the U.S. to bring alternate forms of payment as back-up should members experience issues with their debit card being accepted.

For more information, contact your local branch.

November 27, 2015 Discontinuation of Me-to-Me Transfers

Me-to-Me Transfer service will no longer be available after December 31, 2015. An alternative to this service is Interac® Email Money Transfers (e-Transfer). The $1.00 per e-Transfer fee can be included as one of the free transactions in your monthly plan. If you do not have a monthly plan, consider signing up for one now.

For more information, contact your local branch or visit our e-Transfer page.

November 2, 2015 Important Information Regarding Your Login Credentials for Online or Phone Banking

In the last two editions of our newsletter, we shared some exciting updates on how we’re working to improve your MemberDirect® banking experience; we call this “better banking”! This letter is to provide further details about moving to Better Access Codes.

Early in 2016, you will login to MemberDirect with your MEMBER CARD® debit card number rather than your account number. This will improve our ability to connect your banking information from multiple accounts, enhance security and provide every member, including joint members, with a unique login and personal access code (PAC). The introduction of unique login positions MSCU for future MemberDirect enhancements.

In the coming months you will receive more communication from MSCU informing you of the date that your new login can be used. In addition, we will notify you of your new Personal Access Code, if you don’t already have one, and confirm the MEMBER CARD number to use for login in the event that you have more than one on your account. 

Don’t worry if you don’t have a MEMBER CARD; one will be issued to you in the coming weeks. If you have questions, or concerns about using a MEMBER CARD, please contact Member Services Support at 519.772.5808 or email by November 23, 2015.


August 28, 2015 – We’re upgrading our ATMs to serve you better!

Below is a list of our ATM locations indicating when they will be unavailable. During regular business hours, please speak with your local branch for alternative service options. We apologize for any inconvenience.

Date Branch Location
August 31 Kitchener
September 1 Waterloo
September 2 Mount Forest
September 3 Aylmer (Lobby and Drive Thru)
September 14 New Hamburg
September 12-24 Elmira
September 16 Milverton
September 17 Leamington

Find ATMs Fast! Download the ding-free® ATM Locator App at


August 20, 2015 – Notice for Rogers Wireless and FIDO Solutions Customers

Rogers Wireless and FIDO Solutions have issued new account numbers to their customers.  Due to this change, members may experience issues when attempting to make a payment to either of these vendors.  Members may receive an error message as 'invalid account' when attempting to make a payment or the payment is rejected, please contact Rogers Wireless or FIDO Solutions directly.


August 10, 2015 – Correction to July member statements regarding Your Share

The July statements included incorrect information about Your Share. The correct information is included below.

From July 6th to November 6th, you can access a portion of your Owner Shares.* This year, in order to sustain capital, the percentage you can access has been reduced to 5%."

We apologize for the error. Please speak with a member of our Investing team if you require further clarification.

Subject to a set dollar minimum. All transfer requests are subject to approval by the Board of Directors.

July 14, 2015 - Mobile Banking Supported Operating Systems Update

MemberDirect online banking has made an update to the supported operating systems for Mobile platforms. The following operating systems will be supported for the given platforms:

Mobile Web

iOS Android Blackberry Support

iOS 7
iOS 8

4.1 Jelly Bean

4.4 KitKat

5.0 Lollipop


Level 1*

iOS 6 4.0 Ice Cream Sandwich N/A Level 2**
Safari Android browser
Chrome Blackberry browser for BB10 Supported Browser for given OS

* MemberDirect explicitly supports these devices and operating systems and has conducted testing.
** MemberDirect expects mobile products and features to work in the majority of cases.

Mobile App

App Version iOS Android
v. 11

iOS 7
iOS 8
4.1 Jelly Bean
4.4 KitKat
5.0 Lollipop

iOS 6 and Android 4.0
As the adoption percentage for iOS 6 and Android OS 4.0 (Ice Cream Sandwich) is below the five per cent threshold, MemberDirect will no longer be supporting these operating systems for the Mobile App.

When will these changes be effective?
Support for iOS 6 and Android 4.0 operating systems will no longer be supported as follows:
•    Mobile App: from v. 11 onwards
•    Mobile Web: effective immediately

Will members with iOS 6 get the v. 11 update?
A member using a device with iOS 6 will see the new update in the App Store; however, when the member tries to download the app they will be prompted by Apple that it requires iOS 7 or above.

Will a member with Android 4.0 get the v. 11 update?
The v. 11 app won’t be visible to Android 4.0 users in the Google Play store. Members can continue using the old app version until the 30-day countdown is enabled.

July 10, 2015 – epost Network Maintenance
Due to network maintenance being performed, members will be unable to access epost from Saturday, July 18th at 12 p.m. until Sunday, July 19th at 12 p.m. We sincerely apologize for any inconvenience caused by this service disruption.

June 26, 2015 – Change to Deposit Anywhere™ standard holds
Effective Tuesday, June 30th, standard holds on deposits through Deposit Anywhere on our mobile app will increase to 3 business days. Additional holds may apply, please speak with your local branch for more details.

May 20, 2015 – Technical issue with Hyperwallet US Transfers RESOLVED
Hyperwallet has now restored service for transfers to the United States effective immediately. Please note, in order to send funds to the U.S., you will be required to update your account profile with the correct name and updated address. If this information is not included or determined to be incorrect, the payments may not be successful.
Hyperwallet encourages any members with service concerns to contact their support desk directly for assistance. The contact details and hours of operation are listed below.
Toll Free: 1-877-925-5381
The support hours are Monday – Friday 8am to 5pm PST.  They are closed on all BC Statutory holidays.


March 2, 2015 - Road closures affecting access to Kitchener branch
Due to LRT construction, there will be lane and road closures on Charles St. at Kent Ave. happening on occasion in April and/or May. Access to MSCU will continue to be available off Stirling Ave, as well as off Kent Ave, approaching from Courtland. We apologize for any inconvenience this may cause.
LRT / ION completion is targeted for the middle of 2017. For further information ION visit

January 29, 2015 – Technical issue with Hyperwallet and US Transfers UPDATE

Hyperwallet has confirmed that their USD transfer functionality will not be available until early in March. If the status of this resolution changes, a notice will be posted here. Hyperwallet encourages any members with service concerns to contact their support desk directly for assistance. The contact details and hours of operation are listed below.
Toll Free: 1-877-925-5381
The support hours are Monday – Friday 8am to 5pm PST.  They are closed on all BC Statutory holidays.

January 26, 2015 – Technical issue with Hyperwallet and US Transfers
MSCU is aware of a technical issue Hyperwallet is currently experiencing sending funds to the United States and this option has been temporarily disabled. We apologize for the inconvenience. Thank you for your patience and understanding as we work with Hyperwallet to resolve this situation as soon as possible. Currently, we expect this issue to be resolved within the next day or two and once there is a resolution a notice will be posted here.

December 1, 2014 – Change to Government Payments (Remittances)
Effective January 1, 2015, MSCU will only be able to accept federal government payments (remittance) by cheque. As of this date, MSCU will no longer be able to process provincial government remittances (e.g. WSIB) by cheque.
Members can continue to make provincial government payments at the branch through an electronic bill payment* from their account, or through MemberDirect® Online and Phone Banking. Members may also make provincial government payments directly by mail or online through the specific agency website.
If you have any questions about this change, please call or visit your local branch.
* With electronic payments, members may not be credited the same day the payment was made and additional fees may apply.


Online Banking

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