Desjardins has implemented a significant change in the way credit card balances are displayed on its AccèsD platform, now showing only billed amounts. This alteration has raised concerns among customers, as payments in processing and preauthorized holds are excluded from the displayed balance, potentially leading to misunderstandings about their actual credit status.
The new display method means that customers may not see recent payments reflected in their balance for up to 24 hours. This delay has prompted some users to mistakenly believe they have been victims of fraud, as they expect immediate updates after making payments. One customer expressed frustration, stating, “When I pay my credit card, I want to see the balance at 0 right away, I don’t want to wait 24 hours, we’re not in 1900.”
Additionally, Desjardins has removed the option to pay the full balance in one click, requiring customers to manually enter the amount they wish to pay. This change has further complicated the payment process, leading to dissatisfaction among users. Sylvain Bouchard, a vocal critic of the update, remarked, “I have to get my calculator!” highlighting the inconvenience caused by the new system.
In response to the backlash, Desjardins has stated that the updated display is intended to provide a more precise billed balance. However, many customers are questioning the benefits of this change, with one stating, “It is where the gain for the customer? Apart from confusing us, I don’t see it.”
A colored gauge indicating available credit, including pending transactions, has been introduced as part of the update. Despite this, the overall reception has been negative, with a petition against the changes gathering over 5,500 signatures.
Desjardins has acknowledged the feedback and indicated that adjustments may be made in response to customer concerns. Jean-Benoît Turcotti, a representative of Desjardins, stated, “We are enhancing our credit card system; there were features we needed to evolve to ensure we always offer an optimal experience to members and clients.”
Previously, the home-page balance included authorized transactions that had not yet been billed and payments in processing, which provided a more comprehensive view of a customer’s financial situation.
As customers continue to voice their frustrations, it remains to be seen how Desjardins will address these concerns and whether further changes will be implemented to improve the user experience. Details remain unconfirmed.
