Welcome to HBC Online Credit Services
Security Information
Am I on a secure site even if the padlock on my browser is not locked?
What is SSL?
What is a "secure session" and how does it help keep my information safe?
What should I do when I have finished viewing my Account information?
What should I do if I am using a "public" computer?
How can I tell when my connection is secure?
 
Technical Help
Browser Requirements
Compatible Browsers
Are there any times when the Online Credit Services site is unavailable?
 
Web page issues
What should I do when I am having trouble viewing account information on the screen?
 
Registration and Login Questions
How do I sign-up for online credit services?
What information will I need to register for online account access?
Why do I need to enter personal information on the Registration Screen?
Is the information that I enter secure?
What do I do if I forget my password?
 
Updating Personal Information
How do I inform you of a legal name change?
How do I pay my bill?
What should I do if my payment has not been posted?
 
Lost or Stolen Cards
How do I report my card lost or stolen?
 
Download to Quicken or Money
How can I download account transactions to my personal computer?
What software can I download transactions to?
 
Users on Account
What is an authorized user?
How do I add/remove an authorized user?
Can I add a joint user to my account?
 
Credit Bureau
How do I resolve Credit Bureau Questions/Disputes?
 
Credit Limit
How can I request a credit limit increase?
 
Interest Charges and Fees
How can I avoid interest charges on purchases?
 
Replacement Cards
What should I do if my credit card has been damaged?
What should I do if I do not receive my credit card?
 
Account Summary Terms
What is an APR?
Where can I find my APR information?
What is a Credit Limit?
What is Available Cash ?
What does "New Balance" mean?
What is "Total Minimum Payment Due"?
What is "Recent Activity"?
How often is Recent Activity Updated?
Why Don't I Have Any Recent Activity showing online?
 
Prior Billing Transactions
How many months of prior billing transactions can I view?
How do I view prior billing transactions?
 
Dispute a Charge
What should I do if I think my bill is wrong?
What should I do if there are unauthorized charges on my account?
 
Card Benefits and Rewards
What are the benefits of the HBC MasterCard?
 
Contact Us
Customer Service/Account Information
 

Security Information  (back to top)
 
Am I on a secure site even if the padlock on my browser is not locked? (back to top)

Yes. Information about your account and other sensitive information are being encrypted on the HBC MasterCard site. An encrypted item is scrambled so that no one other than yourself and GE Money or Capital One can read the message or the information you entered. The reason the padlock icon provided on your browser may not appear locked (symbolizing an encrypted session) is because the HBC site uses multiple frames to display information on your computer. The graphical header and navigation bar across the top of your screen is one frame. The selections that appear on the left are another frame. The main portion of the site appears in the remaining frame. Frames that display general information about the site, such as the navigation bar across the top of your screen, are not encrypted. However, any screen that displays or requests information about your account, user name, password, application or other sensitive information is encrypted.

What is SSL? (back to top)

SSL is an abbreviation for Secured Socket Layer. SSL technology secretly encodes (or encrypts) information as it is being sent over the Internet between your computer and GE Money/Capital One's systems. This encryption technology is designed to ensure that account information travels securely over the Internet and remains confidential.

What is a "secure session" and how does it help keep my information safe?  (back to top)

During a secure SSL (Secured Socket Layer) session, data traveling between your computer and GE Money/Capital One's systems is secured using encryption technology. This SSL technology secretly encodes information about you to create a private conversation that only your computer and GE Money/Capital One's systems can understand.

What should I do when I have finished viewing my account information? (back to top)

When you have finished using a secure area of the HBC Online MasterCard site, make sure you log out and then close/exit the Internet browser software (e.g., Netscape, Internet Explorer, AOL). This will decrease the possibility of anyone viewing confidential account information.

What should I do if I am using a "public" computer?  (back to top)

If you use a computer that others also work on and you are uncomfortable that they may view "cached" pages after you have left the station, you should close/exit the Internet browser software (e.g., Netscape, Internet Explorer, AOL) before leaving. This will decrease the possibility of anyone viewing confidential account information.

How can I tell when my connection is secure?  (back to top)

To confirm that information about you is encrypted perform the following three steps:
1.

Place your cursor on an area of screen where confidential information is being displayed.

2.
a.

With an Internet Explorer browser, right-click, select 'Properties.'

b.

With a Netscape browser, right-click, select 'View' | 'Frame Info' OR select 'View' | 'Page Frame Info' from the browser menu bar.

c.

For Macintosh users, Ctrl-click, select 'New Window with this Frame' OR select 'View' | 'Page Info' from the browser menu bar.

3.

Check the web address that you have accessed. If you are in a secure area, the address will appear as https://www. The "s" at the end of "https" means that you have accessed a secure server.

Technical Help (back to top)

Browser Requirements (back to top)

To login to the HBC Online MasterCard site, you need a browser which is SSL-compliant and has a "secure mode". When your browser is in secure mode, you will notice an unbroken key or lock at the bottom of the page.

Compatible Browsers  (back to top)

We recommend using Netscape 6.2 or later, or Microsoft Explorer 5.5 or later. Your results may vary based on the operating system platform and the browser release you utilize.

Are there any times when the Online Credit Services site is unavailable?(back to top)

This site may not be available from 12:00 A.M. to 1:00 A.M. daily due to system downtime or periodically due to maintenance. We apologize for any inconvenience this may cause.

Webpage Issues (back to top)

What should I do when I am having trouble viewing account information on the screen?  (back to top)

Please contact our Customer Service department and notify them of any problems that you are having in viewing account information by calling at 1-866-640-7858, 9am-9pm Monday to Friday, and 9am-5pm Saturday.

Registration and Login Questions (back to top)

How do I sign-up for online credit services? (back to top)

You may sign up for online credit services by clicking Registration. You will be required to complete the on-line registration form before being granted on-line access.

What information will I need to register for online account access?  (back to top)

You will need the following information in order to register:

16-digit Account Number from your HBC Master Card statement
Home Telephone Number
. Postal Code
Date of Birth
. Access Code
e-mail

Why do I need to enter personal information on the Registration Screen? (back to top)

We require you to provide us personal information to login to ensure that your account is protected from unauthorized access.

Is the information that I enter secure? (back to top)

Yes, we use SSL encryption, an industry standard, to help protect account information about you from unauthorized access. When your browser is in secure mode, you will notice an unbroken key or lock at the bottom of the page.

You can simply click on Forgot Password link of Login Page.

Updating Personal Information (back to top)

How do I inform you of a legal name change? (back to top)

Please mail a copy of the legal documents to the following address, in order to process your request:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4

Bill Payment  (back to top)

How do I pay my bill?  

You can choose from any of the following convenient payment methods:

In store, by debit card, cash or cheque. Find a store
Mail a cheque or money order payable to "Hudson's Bay Company" and ensure your account number is indicated on the front of your cheque.

Then send it to us at:
HBC Mastercard Credit Services,
P.O. Box 905
Station Agincourt
Scarborough, ON M1S 0A3
. Through your bank, only by Internet or by telephone banking.

What should I do if my payment has not been posted? (back to top)

If your payment was made by mail please allow 10 days from the mailing date for your payment to be processed. If your cheque has been cashed and it is not showing as posted, please mail a copy of the cheque, front and back, to the following address:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4

If your payment was made by money order, please check with the issuer of the money order and mail a copy, front and back, to the following address:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4

If your payment was made electronically, please check with your account-holding institution or electronic payment provider, they will advise you on what to do next.

Lost or Stolen Cards  (back to top)

How do I report my card lost or stolen?  (back to top)

Immediately call our Customer Service department at 1-866-640-7858, 9am-9pm Monday to Friday, and 9am-5pm Saturday to inform us that you card has been lost or stolen.

Download to Quicken or Money (back to top)

How can I download account transactions to my personal computer? (back to top)

You can download account transactions to your personal computer by clicking "Download to Quicken or Money".

What software can I download account transactions to?  (back to top)

You can download account transactions to Quicken, QuickBooks, Microsoft Money and Microsoft Excel.

Users on Account (back to top)

What is an authorized user? (back to top)

An authorized user is anyone whom the primary account holder has authorized to make purchases and is listed on the account as an authorized user. An authorized user cannot close the account, request account information or make changes to the account. The primary user is responsible for any charges that the authorized user makes on his/her account.

How do I add/remove an authorized user? (back to top)

The primary account holder can add or remove an authorized user by contacting our Customer Service department by calling at 1-866-640-7858, 9am-9pm Monday to Friday, and 9am-5pm Saturday. A written request can also be sent to:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4

Can I add a joint user to my account? (back to top)

No, unfortunately we are only able to add authorized users to your account.

Credit Bureau  (back to top)

How do I resolve Credit Bureau Questions/Disputes?  (back to top)

If you disagree with the information we have reported about you to consumer reporting agencies, in addition to contacting the consumer reporting agencies please write to us at the following address:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4
 
In doing so, please identify the information in question and tell us why you believe it is incorrect. If you have a copy of the credit report that includes the information in question, please send a copy of that report to us as well.

Credit Limits  (back to top)

How can I request a credit limit increase?  (back to top)

You may request a credit limit increase by contacting our Customer Service department by calling at 1-800-263-2599, 9am- 9pm Monday to Friday, and 9am-5pm Saturday. A written request can also be sent to:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4
 

Interest Charges and Fees  (back to top)

How can I avoid interest charges on purchases?  (back to top)

If you pay your outstanding balance, including your previous balance and any new purchases for the current billing period, in full by the due date on your monthly statement, your new purchases will not incur an interest charge for the current billing period.

Replacement Cards  (back to top)

What should I do if my credit card has been damaged?  (back to top)

In order to request a new card, click "Request Replacement Card".

What should I do if I do not receive my credit card?  (back to top)

Immediately call our Customer Service department at 1-866-640-7858, 9am-9pm Monday to Friday, and 9am-5pm Saturday.

Account Summary Terms  (back to top)

What is an APR?  (back to top)

APR stands for Annual Percentage Rate. This is the cost of your credit, including interest charges, expressed as an annual rate. You may have a separate APR for each type of transaction (purchases, cash, balance transfer, etc.). To review how Capital One calculates interest charges, please refer to your credit card agreement.

Where can I find my APR information?  (back to top)

APR information appears in the Account details section of your statement. This information can also be found in the credit card agreement, which was mailed to you with your credit card.

What is a credit limit?  (back to top)

We will establish a Credit Limit and a Cash Advance Limit for your Account. Subject to the terms of your credit card Agreement, you may use your Account for Purchases, including Balance Transfers, up to the Credit Limit; and you may use your Account for Cash Advances, including for Convenience Cheques up to the Cash Advance Limit.

What is Available Cash?  (back to top)

Available Cash is the remaining amount you have available to make additional cash advances up to your Cash Advance Limit.

What does new balance mean?  (back to top)

New balance is the total unpaid amount of all purchases, balance transfers, cash advances, debit adjustments, interest charges and fees.

What is total minimum payment due?  (back to top)

Total Minimum Payment Due is the total of any past due amounts, plus current minimum payment on your account. This total amount must be paid by the payment due date in order keep your account in good standing.

What is Recent Activity?  (back to top)

Recent Activity includes ALL activity on your account since your last statement. Click "Recent Activity" to view activity since your last statement.

How often is Recent Activity updated? (back to top)

Recent Activity appears online when Capital One posts a transaction to your account or at billing cycle.

Why don't I have any Recent Activity showing online? (back to top)

Recent Activity will reflect all activity that has posted to your account since your last statement. If you have not made any transactions since your last statement, this section will not have any entries. If you have made a transaction and it does not appear, that transaction may have not yet posted to your account.

Prior Billing Transactions (back to top)

How many months of prior billing transactions can I view? (back to top)

You can view up to six (6) months of prior billing transactions.

How do I view prior billing transactions?  (back to top)

You can view prior billing transactions by clicking "Prior Billing Transactions".

Dispute a Charge (back to top)

What should I do if I think my bill is wrong? (back to top)

Please click "Dispute a Charge". Please note: In order to assist you with billing errors or problems reflected on your statement, you must notify us in writing. Please contact us no later than 60 days after we sent you the first bill on which the error or problem appeared.

What should I do if there are unauthorized charges on my account? (back to top)

You will have zero liability in the event of unauthorized use of your Account as long as you keep your account in good standing, you have exercised reasonable care in safeguarding your Card(s), cheque, account number and other Account access devices, and you have not reported two or more unauthorized events in the past 12 months. You may be liable for up to $50 for the unauthorized use of the Card if the appropriate conditions noted above have not been met. You will not be liable for unauthorized use that occurs after you notify us of the loss, theft, or possible unauthorized use. Unauthorized use does not include use by a person to whom you have given authority to use the Account or Card. To terminate that authority, you must notify us at 1-866-640-7858.

Card Benefits (back to top)

What are the benefits of the HBC MasterCard? (back to top)

Earn up to DOUBLE HBC Rewards points for virtually every dollar you spend!
Here is how it works:
Use your HBC MasterCard along with your HBC Rewards card at the HBC family of stores and receive 50 points for virtually every dollar you spend.
Use your HBC MasterCard to pay for your purchases in the HBC family of stores, and you will earn an additional 50 points for virtually every dollar you spend.
Plus earn 50 HBC Rewards points for virtually every dollar you spend everywhere MasterCard is accepted.
Some conditions and restrictions apply. Visit www.HBC.com/creditcard for details.

You can redeem 80,000 HBC Rewards points for a $10 HBC Gift Card.

No Annual Fee  (back to top)

Receive all benefits and more with no annual fee.

Free Additional Cards  (back to top)

Simply call us 9am-9pm Monday to Friday, and 9am-5pm Saturday at 1-866-640-7858.

WorldwideAcceptance  (back to top)

The HBC MasterCard is accepted at all HBC stores and over 24 million other locations worldwide.

Cash Access (back to top)

Withdraw money up to your cash advance limit at over 1 million ATMs or bank branches worldwide.

Dedicated Customer Service  (back to top)

Customer Service Professionals are available to assist you 9am-9pm Monday to Friday, and 9am-5pm Saturday through our toll-free number 1-866-640-7858. If you have a question on your account, need information or have an issue with a transaction on your account, all you have to do is call and we are here to assist you.

Exclusive HBC Merchandise Offers  (back to top)

Register your email address at www.creditHBC.com. You'll get advance notice of exclusive events and savings at the HBC family of stores.

Grace Period on Purchases  (back to top)

If you pay your outstanding balance, including your previous balance and any new transactions for the current billing period, in full by the due date on your monthly statement, new purchases (except for balance transfers) will not incur an interest charge for the current billing period. There is no grace period within which to avoid periodic interest charges on for cash advances. These cash advance transactions will accrue a periodic interest charge from the later of the date of the transaction or the first day of the billing period in which the transaction is posted to your account.

Contact Us  (back to top)

Customer Service/Account Information  (back to top)

For questions relating to your account, please call our Customer Service department at 1-866-640-7858, 9am-9pm Monday to Friday, and 9am-5pm Saturday.
You may also write to us at:

HBC Mastercard
PO Box 903
Station Agincourt
Scarborough, ON M1S 5M4

 
Hudson's Bay Company (HBC) - Copyright 2006 All rights reserved
Credit is extended by Capital One®
© 2011 Capital One. Capital One is a registered trademark. All trademarks used herein are owned by the respective entities. All rights reserved.
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