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Making progress on duplicate payments

UPDATE: October 16 at 1:45pm

Last week, we experienced an issue that caused some people to see multiple payments debited or credited to their account. We’re so sorry this happened. Thank you for your patience while we fixed the underlying technical issue.

We continue to focus on making things right for those whose accounts have not yet been corrected, or those who incurred banking fees as a result of this error. We’re working with other financial institutions to make sure those fees are reimbursed, which may take some time.

If this issue is continuing to affect your accounts, call us at 1-800-332-8383.


UPDATE: Monday, October 14 at 5:00pm

Some of those affected by the duplicate payments issue may have had non-sufficient funds (NSF) to cover the duplicate payments or subsequent scheduled bill payments.

If you were affected by the duplicate payments issue and had a payment bounce due to NSF, your credit score should not be negatively affected if you make that payment as soon as possible. Most financial institutions report their credit files at the end of the month and NSF are not typically reported to the credit bureau.

If your financial institution or vendor is showing a late payment as a result of this issue, you can contact Equifax for a free copy of your credit report. You can dispute an issue with your credit report through Equifax. If needed, ATB will issue you a letter to explain the duplicate payments issue to take to Equifax or another financial institution. Call our Client Care team at 1-800-332-8383 to ask about this.


UPDATE: October 13 at 8:00pm

Most of those affected by the duplicate payments issue have had those payments reversed. If your account has not been corrected, call our Client Care team at 1-800-332-8383.

We may reach out to you, but remember ATB will never ask you to provide account or personal information via text or email, including your passwords, customer card numbers, or login information.

We’ll continue to share updates here tomorrow.


UPDATE: October 12 at 8:00am

We’re still working to make things right for those affected by duplicate payments. Most of those affected have had the duplicate payments reversed and we’re working with other financial institutions to make sure any banking fees incurred as a result of this error are also taken care of. If you have any questions or concerns, call our Client Care team at 1-800-332-8383.

We’ll continue to share updates here tomorrow.


UPDATE: October 11 at 5:00pm

We’re committed to working on correcting the duplicate accounts issue until all accounts are properly restored.

Over the long weekend, please call our Client Care team at 1-800-332-8383 if:

  • you need funds now
  • you have not seen duplicate payments returned (or withdrawn) from your Canadian dollar account
  • you need a letter to take to other financial institutions or companies to explain the error
  • this issue affected you and you have any questions

We may reach out to you, but remember ATB will never ask you to provide account or personal information via text or email, including your passwords, customer card numbers, or login information.

We’ll continue to share updates here tomorrow.


UPDATE: October 11 at 2:00pm

Some customers with ATB loans may have a newly delinquent loan status due to the duplicate payments issue. Our team is aware of this and working to correct the status of the affected ATB loans by the end of the month.

This won’t be reported to the credit bureau and we’ll make sure it doesn’t negatively affect your credit score.

If you have any questions, or if you don’t see the delinquent status corrected by the end of the month, please contact our Client Care team at 1-800-332-8383.


​UPDATE: October 10 at 3:00pm

While most of those affected by the duplicate payments issue have had those transactions reversed, we’re still working to make things right.

We’re currently partnering with other financial institutions to determine the best process to reimburse banking fees or charges incurred as a result of this issue. Don’t forget, our Client Care team is available at 1-800-332-8383 if you have questions.

We apologize for any hardship this has caused and thank you for your continued patience. We’ll continue to share updates here starting tomorrow morning.


UPDATE: October 10 at 10:00am​

We’ve had some questions about how the duplicat​e payments issue may affect credit scores.

Some of those affected may have had non-sufficient funds (NSF) to cover the duplicate payments or subsequent scheduled bill payments. If you had a payment bounce due to NSF, we recommend that you make that payment.

Most financial institutions report their credit files monthly, at month end, and NSF are not typically reported to the credit bureau. If you make those payments immediately your credit score should not be negatively affected.

If your financial institution or vendor is showing a late payment as a result of this issue, you can contact Equifax for a free copy of your credit report​. You can dispute an issue with your credit report through Equifax. If needed, ATB will issue you a letter to explain the duplicate payments issue to take to Equifax or another financial institution. Call our Client Care team at 1-800-332-8383 to ask about this.


UPDATE: October 9 at 7:38pm

Thanks for your patience. We’re continuing to work to make things right for those affected by duplicate payments. We’ll continue to share updates here starting tomorrow morning.


​UPDATE: October 9 at 12:20pm

Since our last update, our teams continue to work hard to make things right for those affected by duplicate payments. 

The technical issue which caused the error has been fixed and our banking system is now operating as it should. We are now focused on fixing any issues for those affected as quickly as possible. This includes ongoing work with other financial institutions. 

We know this isn't fixed for everyone yet, and we apologize for that. We’re committed to continuing to work on this until everyone’s accounts are correct.

We’re still working on:

  • some US dollar account transactions and those should be returned (or withdrawn) today
  • credit union transactions and those should be returned (or withdrawn) by Thursday
  • making sure any banking fees incurred as a result of this error are reimbursed

Please call our Client Care team at 1-800-332-8383 if:

  • you need funds now
  • you have not seen duplicate payments returned (or withdrawn) from your Canadian dollar account
  • you need a letter to take to other financial institutions to explain the error
  • this issue affected you and you have any questions

Please continue to watch this page for updates. We may reach out to you, but remember that ATB will never ask you to provide account or personal information via text or email, including your passwords, customer card numbers, or login information.​​​​​​​​​​​​​​​​​​​​​​​​​

ATB Financial

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