Important note about a recent bill payment you made through the ATB Mobile app
Due to a system glitch, a bill payment you made using the ATB mobile app from July 3 – July 5, 2016 was made twice. Here’s the good news: we’re reversing the duplicate payment and the money will be in your account by July 13, 2016 - if it's not in there already. Since the mistake was on our end, we’re handling the reversal of the duplicate payment for you. We’re sorry about this and any confusion or inconvenience it might have caused!
We also want to reassure you that we’ve addressed the glitch in the app, and all future transactions should go through as usual.
Here are a few other things we want you to know:
- Depending on your billing cycle, the duplicate payment may appear as a credit on a future bill statement, even though the transaction has been reversed.
- We’ve already reached out to your creditor to reverse the payment so you do not need to contact them directly. However, if you have questions about the balance of your account, your creditor will be able to provide you with that information.
- If you get an error message when making a transaction in the ATB mobile app in the future, check your account balance or transaction history before repeating the transaction.
- We currently don’t have an email address for your account. Send us a secure message from the Message Centre at www.atbonline.com, visit us in branch or call our Customer Care Centre at 1-800-332-8383 and we'll add your email to your account. We’ll only use your email to contact you about important notices and information and we’ll never ask you to share personal information or account details with us.
Thanks for your understanding as we worked through this issue. Again, we’re sorry about this. If there is anything else we can do or if you have any questions or concerns, please contact our Customer Care Centre at 1-800-332-8383.