FAQ

With LBCDirect INTERNET you can:

• Get your account balance
• View the transaction history of a personal deposit account and Laurentian Bank VISA account
• Settle bills from numerous utility services and leading companies, immediately, later or periodically
• Transfer funds between Laurentian Bank accounts
• Transfer funds from an account held at another Canadian financial institution to a Laurentian Bank account
• Transfer funds to another person using INTERAC^® e-Transfer
  
• Transfer funds from a Laurentian Bank More Interest Savings Account to an account held at another Canadian financial institution and vice versa
• Obtain a cash advance from your Laurentian Bank VISA card
• Get information on your personal loan, mortgage, line of credit and investment portfolio
• Change your mailing address, password, security image and questions, and enter or update your email address as needed
• Search for payments made via the LBCDirect
• View bills, statements and notices received through the secure messaging service
• epost
• Etc.

LBCDirect INTERNET offers a wider range of services compared to the phone service.

• Add bills and schedule immediate, postdated or periodical payments
• Transfer funds between internal and external accounts, including INTERAC^® e-Transfer
• View information on your personal loan or mortgage
• Order cheques
• Store your e-statements
• Change your address online
• Access your e-statements and electronic messages
• Etc.

The service is available 24 hours a day, 7 days a week, except for short interruptions required for system maintenance.

Your account history is available from 6 a.m. to 10 p.m. (EST) in real time or from 10 p.m. to 6 a.m. (EST) in deferred time. Transactions carried out between 10 p.m. and 6 a.m. (EST) are not immediately reflected in the TRANSACTION HISTORY section. Information is updated daily at 6 a.m. (EST) on weekdays.

Once logged in, you will be automatically directed to the SUMMARY section displaying all your accounts with the Laurentian Bank within the following categories:

• Deposit accounts
• Laurentian Bank VISA cards
• Lines of credit
• Personal loans
• Student loans
• Mortgage loans
• Non registered investment products and accounts
• Retirement accounts (RRSP, RRIF and LIF)

Some products for which the beneficiary is registered directly with a fund management company are not available through LBCDirect Internet.

Monthly fee:
Registering with LBCDirect INTERNET is free.

Banking fees (per unit):
Please note that the standard transaction and administrative account fees apply.

Accounts with a banking plan:
If your transactional account is linked to one of our banking plans, LBCDirect INTERNET is provided free of charge.
Please note that some plans include a maximum number of free transactions.

Requirement to access LBCDirect INTERNET are as follows:

Minimal configuration required:

• Microsoft Windows 98, ME, 2000 or XP / Mac OS 9 or Mac OS X
• A web browser with 128-bit encryption (Netscape Navigator 7.0 and over /
  Microsoft Explorer 5.5 and over / Mozilla Firefox 1.0 and over)
• 16 MB of RAM (32 MB recommended)
• Internet access

Your browser must be configured to accept cookies and JavaScript. They allow us to validate and facilitate your authentication while collecting general user information and statistical data with due regard for your privacy.

To get help during a session, click on the HELP button available from the menu bar at the top of the screen.

If you need additional information while using the service, dial 1-800-252-1846. The help section also allows you to contact us by email (on the menu bar at the top of the screen).

When applying for the service, you will be given an access code and temporary password. On your first visit to the site, you will be required to change this password.

When opening a session using your temporary password, you will be automatically directed to the CHANGE PASSWORD section. You can also change your password by clicking CHANGE PASSWORD under the MY PROFILE section and follow the instructions.

We urge you to change your password frequently and not to disclose it to anyone. Memorize your password and avoid combinations that are easy to guess such as a birth date, telephone number or address.

The system always asks you to enter your password twice to limit the risk of errors. If you enter the wrong password twice, the system indicates an error and asks you to start over.

If you forgot your password or if it's been deactivated, contact our Customer Service at 1-800-252-1846.

We use 128-bit encryption, the safest data encoding technology available on the market, to protect the privacy our data exchanges. During an online banking session, your data is thereby protected and third parties are prevented from intercepting your private information.

128-bit encryption is a recognized data encoding technology which ensures secure transmission of information.

To open an online banking session, you must use a browser with 128-bit encryption. Current browsers that are kept up to date support this feature.

All customary precautions have been taken to preserve the confidentiality of your data. In addition to 128-bit encryption, our systems are secured and deny access to LBCDirect INTERNET to unauthorized individuals.

Our commitment to maintain high-level security doesn't mean that you don't have to take necessary precautions when conducting your banking online, even on a secure platform:

When accessing confidential data:

• Never disclose your password to anyone: a password is required to access the section containing the personal information on your account. We ask you to modify your password regularly and to keep it confidential. Memorize your password and avoid combinations that are easy to guess such as a birth date, telephone number or address.
• Always log off before leaving your computer unattended.
• Clear your browser's cache memory or history to prevent your confidential data from being viewed by any one else. The procedure to clear the cache depends on your browser. Please refer to your browser for more information.
• When accessing confidential data on your accounts, you should see a key or a lock icon (depending on the browser) indicating that it's a secured session.

Laurentian Bank of Canada is not responsible for any damages that you may incur from transmitting confidential or sensitive information which subsequently becomes public through no fault of ours.

To leave a secured section, click Sign out on the top right of your screen. We also recommend clearing your computer's cache memory. Remember to log off from your banking session before leaving your computer unattended.

For safety reasons, online sessions are automatically terminated after 30 minutes of inactivity. You will be required to enter your credentials and open a new session.

With this service, you can access information on the following Laurentian Bank products and services:

• Deposit accounts
• Lines of credit
• Laurentian Bank VISA cards
• Mortgage loans
• Personal loans
• Student loans
• Non registered investment products and accounts
• Retirement accounts (RRSP, RRIF and LIF)

Some products for which the beneficiary is registered directly with a fund management company are not available through LBCDirect Internet.

You can view online in real-time:

• All account information (personal deposit accounts, lines of credit, Laurentian Bank VISA credit cards, personal loans, mortgage loans, non registered investment products and accounts as well as RRSP, RRIF and LIF accounts).
• The transaction history for your personal deposit accounts, line of credit and Laurentian Bank VISA account.
• Recent payments and upcoming scheduled payments.
• Bills, statements and notices received via webdoxs™.
• The balance or available credit of your Laurentian Bank VISA account.

You can also conduct the following banking transactions:

• Pay bills on the spot or schedule post-dated or periodic payments.
• Transfer funds between Laurentian Bank accounts on the spot or schedule post-dated or periodic transfers.
• Transfer funds from an account held at another Canadian financial institution to a Laurentian Bank account on the spot or schedule post-dated or periodic transfers.
• Transfer funds to another person using INTERAC^® e-Transfer.
• Download your transaction history to accounting software (Quicken, Money, QuickBooks and others).
• Add or remove bills from the bill payment section.
• Order cheques.
• Invest in your current investment accounts.
• And much more!

You can also modify your personal information:

• Change your address
• Update your email address
• Change your password
• Change your security image
• Change your security questions

It's a type of bill from the same organization but the bill number changes with every issue. For example: City of Montreal, SAAQ, etc.

You can pay a bill with variable numbers via LBCDirect Internet (including LBCDirect Mobile) and at any Laurentian Bank automated banking machine or branch.

You must first add the bill (fixed or variable number) to your account in order to make it available on the LBCDirect Internet.

Akin to bills with fixed numbers, you can add a bill with variable numbers via LBCDirect Internet (under the PAY BILL section). However, go to the Help section for detailed instructions. You can also contact the Telebanking Centre at 514-252-1846 or 1-800-252-1846 (toll-free), open 24/7. It will be our pleasure to be of assistance.

Since the bill number changes from one bill to the other (i.e. variable numbers), only the payee's name will be registered to your account. You will be required to enter the bill number for each payment.

Yes. You can schedule post-dated payments for both fixed and variable number bills via LBCDirect Internet.

Once logged in, you will be automatically directed to the SUMMARY section. This section shows you at a glance the balance or actual value of all your accounts, either in real time (between 6 a.m. and 10 p.m. EST) or in deferred time (between 10 p.m. and 6 a.m. EST).

From this page, you can:

- View account details
- View account history

This section displays additional information on a given product. The information depends on the type of product. For example, after clicking on a mortgage product, the details section will display the loan number, branch number, account number to debit, loan category, initial borrowed amount, interest rate, initial amortization, loan term, etc.

The Transaction history page displays the transactions posted to an account over a given period. The information varies according to the product.

For personal deposit accounts:
The posted transactions correspond to the transaction history during the current and past month (for accounts that provide statements). For accounts associated with a bankbook, the posted transactions are those that were carried out since the last bankbook update.

You can:
1) View the transaction history from the 1st day of the current month (for accounts with monthly statements) or since the last bankbook update (for accounts with a bankbook).
2) Specify the desired period (start and end dates).

For Laurentian Bank VISA accounts:
Several options are available. You may view:
1) The transaction history since your last VISA statement.
2) The transactions posted to your account over the last 3 billing cycles. Just select one of the 3 available periods.

This section allows you to:

• Transfer funds between Laurentian Bank accounts.
• Transfer funds between a Laurentian Bank account and an account held at another Canadian financial institution.
• Transfer funds to another person using INTERAC^® e-Transfer.
• Request a cash advance on your Laurentian Bank VISA card.

Please note that funds transfers are available only between same currency accounts.

• To make a transfer:

  Click TRANSFERS from the menu at the top of the screen and follow the instructions.

  Please note that transactions are processed within one business day and that charges may apply. If the transfer is successful, you will receive an email confirmation.

Yes. This service is available 24/7. However, please note that transfers made after 8:45 p.m. (EST) are dated the next business day.

If the source account (the account to be debited) does not have sufficient funds but has overdraft protection or is linked to a line of credit, the system will automatically check the available funds from your overdraft protection or line of credit and will transfer the funds as per the available funds from the overdraft protection or line of credit.

This section allows you to pay online any bill registered with LBCDirect INTERNET, directly from your eligible accounts.

How it works:

1. Click PAY BILLS from the main menu at the top of the screen. A page will display the following information:
   • The list of payees registered in your file (company name and bill account number).
   • Fields in which you enter the amount and date of a payment.
   • A list of your available accounts.
2. Select the account from which to draw the funds.
3. Select the payee that will be receiving the payment.
4. Select the payment date. By default, the field is set to today's date, but you can change it to a later date if you wish to make a postdated payment.
5. Enter the payment amount in the appropriate field.
6. Click PAY BILLS to carry out the transaction.
7. The next page will display information on your operation(s). You can VALIDATE, MODIFY or CANCEL the transaction.
8. If you chose to confirm, the transaction information will be displayed. Please note the confirmation or postdated payment reference number for your files.

The service is available 24 hours a day, 7 days a week, except for short interruptions required for system maintenance. However, please note that transactions made after 8:45 p.m. (EST) are dated the next business day. In addition, allow for at least two business days until the payees receives the funds.

You can register a maximum of five Laurentian Bank VISA accounts, in addition to 15 other payee account numbers in LBCDirect.

1) To add or delete a bill from your list, click PAY BILLS from the main menu at the top of the screen and click PAYEES.

2) To add a bill to your profile, click the ADD PAYEE link. Search for the desired payee by keyword or by alphabetical order and select the payee. Type the account number printed on the bill (your Bell account number is not your phone number, but the 16-digit number printed above the Amount Paid box on the payment stub) and click ADD PAYEE.

3) To remove a bill from your profile, click the DELETE link associated with the payee you wish to remove from the list.

The PAY BILLS feature is available only for Canadian currency accounts.

Between 10:00 p.m. and 6:00 a.m. (EST), the account transaction history is posted in deferred time. That's why transactions made during this period are not posted instantaneously. Your history is updated daily at 6:00 a.m. (EST) on weekdays.

You can modify or delete a postdated transaction insofar as it hasn't been processed. To do so:

1. Click PAY BILL from the main menu at the top of the screen and click SCHEDULED PAYMENTS.
2. From the list of scheduled payments, click the DELETE link associated with the payment you wish to modify. Then, reprogram the transaction as needed.

Created by Canada Post, epost is a free, secure and practical electronic mail service from which you can receive, pay and manage bills and other electronic documents.

epost delivers bills and other documents from leading Canadian companies including: Laurentian Bank (VISA and bank statements), Hydro-Québec, Gaz Métropolitain, Hbc, Canadian Tire and many others.

Using epost, you can view, settle and store your bills and other documents directly from your epost Mailbox available via your LBCDirect portal.

To sign up for epost, click MY PROFILE and select COMMUNICATIONS PREFERENCES.

Click the link "How do I switch to Electronic Statements - epost™ delivery?" or the link "How do I create or link an epost™ account?" and follow the registration processs. You can start adding mailers after creating an epost account. Mailers are companies that are authorized to send electronic bills and documents to your epost Mailbox. Follow epost instructions to add mailers to your account.

For details on epost, visit www.epost.ca.

epost is absolutely free. There are no account opening fees, service fees or extra charges for receiving your bills.

Mailers are companies that you have authorized to deliver e-bills and other documents to your epost Mailbox.

A notice is an email alert sent by epost when mail has been delivered to your mailbox or to remind you to check your mailbox.

To keep a paper copy of your bills and statement, simply click the printer icon at the top right of the screen.

We may need to send you a message regarding your banking activities on LBCDirect INTERNET. For example, if there are insufficient funds to process an upcoming transaction or to send you an urgent message via the secure messaging service.

We cannot send you notifications without an email address (if you don't enter your email address under the MY PROFILE section). In such case, you will have to check the SCHEDULED PAYMENTS and SCHEDULED TRANSFERS sections regularly to make sure that bounced transaction do not result in late payment fees with your payee.

To print the information displayed on your screen, use your browser's PRINT function.

When finalizing transactions, a confirmation (or reference number for postdated payments) will be displayed on the screen. Please note the confirmation number or print the screen for your files.

Personal accounting software helps you manage your transactions by keeping a log of deposits as well as the balance on your line of credit and credit card. It's also useful for budgeting, monitoring investment portfolios, plan your taxes, etc.

You can download your transaction history to the following types of software:

• Quicken 2004 and over
• Quickbooks 2004 and over
• Money 2004

And many more!

The download will create an OFX (Open Financial Exchange) file type. If you use personal accounting software other than the above, you can still download your transaction history as long as your software is compatible with an OFX file. Please contact the software manufacturer for details on using your transaction history download.

You can download the transaction history from deposit accounts, Distinction lines of credits and VISA cards linked to your LBCDirect Internet profile.

No. You must download the transaction history account by account.

Refer to the transaction history posted on the site:

For deposit accounts, lines of credit and VISA cards, transactions are regularly posted to the history up to a maximum period of 48 months.

To link accounts in your personal accounting software to your LBCDirect INTERNET profile, you must make a first transaction history download from LBCDirect. When receiving the transactions, your software will ask to confirm in which account they should be stored.

You will have the option to select an existing account in your software and link it to your LBCDirect INTERNET profile or to create a new account in your software. Afterwards, your accounts will remain linked when downloading the transaction history from LBCDirect INTERNET.

You can download your spouse's transactions. To do so:

1. Download your available transaction history from LBCDirect.
2. Log off LBCDirect INTERNET.
3. Your spouse must then open a separate session and download the transaction history to the same file.

Same-day transactions will be downloaded if they were processed between 6:00 a.m. and 10:00 p.m. (EST).

You will have to wait until the next day to download transactions made between 10:00 p.m. and 6:00 a.m. (EST). Transactions made between 10:00 p.m. and 6:00 a.m. (EST) are automatically posted daily at 6:00 a.m. (EST) on weekdays.

INTERAC^® e-Transfer lets you receive or send money to anyone who has an account with a participating Canadian financial institution.

Sending: a $1 fee is charged for each INTERAC^® e-Transfer sent.

In addition, withdrawal fees may apply depending on the minimum balance held in your account or the number of transactions included in your banking package. 
 
Receiving: there is no fee for receiving an INTERAC^® e-Transfer through LBCDirect

INTERAC^® e-Transfers sent via LBCDirect are subject to the following limits:

•     $3,000 per transaction

•     $10,000 per 7-day period

•     $20,000 per 30-day period

These delays apply starting on the transaction date and end 7 or 30 days later, as the case may be, after the transaction date in question. For example, if an INTERAC^® e-Transfer is sent on December 10, at noon, the 7-day delay remains in effect until December 17, at noon. As for the 30-day delay, it remains in effect until January 9, at noon.

The limits applicable to receiving an INTERAC^® e-Transfer through LBCDirect are as follows:

•     $10,000 per transaction

•     $25,000 per 7-day period

•     $50,000 per 30-day period

INTERAC^® e-Transfers can be sent at any time (24 hours a day, 7 days a week).

The recipient receives a transfer notification via email or text message, usually within 30 minutes of sending, and the funds can be deposited to their account immediately. The funds and applicable service fees are withdrawn from the sender’s account as soon as the transfer request is made. Please note that the $1 fee charged for sending the transfer is not refundable.

Anyone with an email address, access to LBCDirect online or mobile banking and a Canadian bank account can send money with INTERAC^® e-Transfer.

You can send money to someone using their email address or mobile phone number.

Funds may be received by recipients who don’t use or have access to online banking with their financial institution, but certain conditions have to be met. For more details, please visit INTERAC.ca.

Yes. The INTERAC^® e-Transfer service allows you to set up multiple receivers, and keeps the information on file. When sending an e-Transfer, simply select your recipient from the drop-down list. Recipients can be edited or updated at any time.

Yes, if the recipient has not deposited the funds in their account. Once the transfer has been received, the transaction can no longer be cancelled. Please note that the $1 fee charged for sending the transfer is not refundable.

You can view your INTERAC^® e-Transfer transaction history and any transfers being processed (pending) using LBCDirect Internet. To view your transfer history, log on to LBCDirect. Once your LBCDirect session is open, click “View: Pending" or "View: History" in the "Send INTERAC^® e-Transfer" section to view the appropriate transactions.

If the transaction has not yet been received by the recipient, you can choose to cancel the transaction from the Pending e-Transfers screen. If the transaction has already been completed and funds deposited to the receiver, then contact us.

INTERAC^® e-Transfers expire 30 days after they’re sent if the recipient has not deposited the funds. Once the 30-day period has expired:

• The recipient of the transfer will no longer be able to deposit the funds.

• The sender will be notified that the funds will be deposited back into their account. Please note that the $1.00 transaction fee will not be refunded.

The Cancel and Resend links will appear once the e-Transfer has been received and processed by INTERAC^®, and the notification has been sent to the recipient, which may take up to 30 minutes*.

Once the sent transfer has been processed by INTERAC^®, you have the option of cancelling the transfer or resending the notification.

When the transfer has been completed, and funds received/deposited by the recipient, the e-Transfer will show a ‘Completed’ or ‘Processed’ status. Once completed, you cannot cancel the transaction.

Depending on the volume of e-Transfers being processed by INTERAC^®, this process may take as long as 2 hours, but on average you can expect processing within 30 minutes.

The current LBCDirect service for transferring funds to another Canadian banking institution will continue to be offered. This service enables you to transfer funds between two accounts, once your Laurentian Bank account has been linked to an account held at another banking institution.