CUSTOMER SUPPORT

Seniors' centre

Navigating today's banking landscape shouldn't feel complicated or isolating. That's why we are committed to serving seniors and their families with the dignity, patience, and understanding they deserve. Through our commitment to the Code of Conduct for the Delivery of Banking Services to Seniors, we provide accessible services, clear communication, and personalized support. Led by our designated Seniors Champion, the Head of Operations, our front-line employees are equipped with specialized resources and training to support your unique banking needs.

How we support you

We're here to help you bank with confidence and security.

Accessibility services

Extended appointments and specialized support

Extended appointments: Take all the time you need. Our staff are trained to provide patient, unhurried service to address all your questions.

Power of Attorney (POA): If you're managing finances for a loved one, here's what we need:

  • {" "} Original POA or notarized copy
  • {" "} Your government-issued ID
  • {" "} Account holder information

We'll assess the validity of the POA within 5-10 business days. If additional review is required, we'll contact you. If we cannot accept the POA, we'll explain why and discuss alternative options, including requesting a revised POA or exploring other account management solutions.

Planning ahead? Review our guide: What every older Canadian should know about Powers of Attorney and joint bank accounts.

Questions? Call 1-888-403-8440 or email service@questbank.com.

See our full Accessibility Statement.

Fraud and scam prevention

Protecting you from financial abuse

Protecting seniors from financial abuse is a core part of our commitment. Be aware of these common tactics:

  • Grandparent scams: Callers pretending to be a grandchild in urgent trouble (e.g., in jail) requesting immediate money.
  • Romance scams: Online relationships where the person eventually asks for money.
  • Phony bank inspector: Fraudsters claiming to be from Questbank, asking for your PIN or help with an "investigation."

If something doesn't feel right, contact our Fraud Help Centre. We will never ask for your PIN or password by email or text.

Powers of Attorney (POA) and joint accounts

Planning ahead and appointing someone you trust

Planning for the future ensures your finances are managed according to your wishes. Power of Attorney (POA) is a legal document that allows you to appoint someone you trust to manage your finances if you are unable to do so yourself.

We encourage you to review: What every older Canadian should know about: Powers of attorney and joint bank accounts.

For help, contact us at: 1-888-403-8440 or email service@questbank.com.