COVID 19 Frequently Asked Questions
Thank-you Swan Valley Credit Union members for partnering with us as we work through the challenges of dealing with COVID-19. We appreciate your understanding and flexibility during these times of uncertainty, but want to remind you that we can still meet all of your financial needs!
ARE SWAN VALLEY CREDIT UNION BRANCHES OPEN TO MEMBERS?
Yes we are open, but have temporarily reduced our hours of operation for the safety of our staff and membership. The SVCU branches in both Swan River and Benito are open from 10:00 am to 4:00 pm until further notice. Both branches are closed on statutory holidays.
WHAT ARE YOUR CALL CENTRE HOURS OF OPERATION?
SVCU’s call centre is operational from 10:00 am to 4:00 pm daily. Call them toll-free at 1-877-218-7828 to get answers to your questions or have them arrange alternative ways to conduct some of your banking business. Please be patient, as our staff are receiving more calls than normal and be prepared to answer questions that will verify your identity and protect your account.
HOW CAN I ACCESS BANKING SERVICES THAT I NORMALLY VISIT THE BRANCH FOR?
We encourage all of our members to conduct as much of their banking business remotely as possible. In the interest of safety, we are encouraging our members to utilize our ATM’s in Swan River and Benito, CU@HOME online banking, and the SVCU mobile app featuring our remote deposit capture service. We have also created deposit envelopes that can be picked up in the Swan River branch, these envelopes can be completed and filled with deposit funds, bill payments, etc. and dropped off at the night depository located in the drive-thru ATM lane. It is a convenient and secure way to conduct your banking without having to enter our branch. Your banking transaction will be posted to your account within the hour during our new hours of operation 10:00am to 4:00pm Monday to Friday. We are encouraging all of our members to use this free service as a way to reduce in-branch interactions.
Our friendly and knowledgeable Call Centre associates will also be able to help you conduct banking business over the phone whenever possible. Give them a call at 1-877-218-7828 and they would be happy to help you with all of your financial needs.
I DON’T HAVE A MEMBERCARD, SO HOW DO I ACCESS MY ACCOUNT WHEN THE BRANCH IS CLOSED?
You may have noticed that we are strongly recommending that all SVCU members get a MemberCard as soon as possible. It’s an important tool to be able to withdraw funds and access your account at POS machines. Some businesses are reluctant to accept cash these days so having a MemberCard is a preferred method of payment. It’s easy to get and our staff would be happy to show you how to use it. Some members say they don’t want a MemberCard because they aren’t comfortable with online banking, but know that MemberCard access to your account does not necessarily mean you have to have online access to your account. If you don’t yet have a MemberCard, come into the branch or call us and we will set you up!
CAN I HAVE A HOLD REMOVED ON A CHEQUE THAT I HAVE DEPOSITED TO MY ACCOUNT VIA THE REMOTE DEPOSIT CAPTURE (RDC) FEATURE OR AT THE ATM?
The hold on your ATM and RDC cheque deposit is standard and there to protect against fraud. In an effort to give you access to your funds as soon as possible, we are accepting applications from members to have the holds removed on these deposits. Contact our call centre or your SVCU account manager to further discuss the possibility of having this hold removed. Decisions to remove the hold will be made on a case by case basis.
HOW CAN I DEPOSIT MY GOVERNMENT OF CANADA CHEQUES SUCH AS CERB, EI, TAX REFUNDS, ETC., DIRECTLY TO MY ACCOUNT?
We do suggest that all of our members have their government cheques direct deposited into their SVCU account. Here are two ways to make that happen:
- Members can set up a CRA account via SVCU’s on-line banking service. In order to set up this account you will need an SVCU MemberCard that has online access via our CU@HOME. Follow the directions we have posted to our home page by going to “Account Services”, once you have completed the CRA form with your information, we will send it in on your behalf. Please note you that you won’t be able to access the direct deposit form on our mobile app.
- Contact the CRA directlyby calling their toll free number: 1-800-959-8281. To set up direct deposit you will need your: social insurance number, full name and current address, including postal code when you call.
CAN I STILL ACCESS SERVICES IN THE LOANS AND WEALTH MANAGEMENT DEPARTMENTS?
Our loans department is fully operational and able to answer all of your questions and work on your financing needs. Give our loans department a call at our general line or contact your account manager or financial services officer directly and they will be happy to work on your request. In the interest of physical distancing, loan appointments will be kept to a minimum and most of the work to prepare the loan will be done ahead of time. Members will need to come into the branch very briefly to sign loan documents for new financing but many other services can completed without coming in. https://svcu.mb.ca/loans/loan-faqs/
Our Investment Specialists are on hand to help you with all of your investment inquiries during this time of financial uncertainty. Give them a call directly to get an answers to your investment related questions and concerns. https://svcu.mb.ca/investments/investment-dictionary/
WILL I BE ABLE TO HAVE MY LOAN OR MORTGAGE PAYMENT DEFERRED?
We understand that these are challenging times for many families and that situations can change very quickly. With the many things we all have to worry about right now, let us help you with your finances. We do have the ability to defer loan payments, for a maximum of six months and we will be working with members individually to determine the best course of action for them. Our experienced account managers and financial services officer would be happy to discuss the benefits and consequences of loan deferrals with you, just give them a call!
IS SVCU ABLE TO HELP MY BUSINESS ACCESS SOME OF THE GOVERNMENT RELIEF PROGRAMS SUCH AS THE CANADA EMERGENCY BUSINESS ACCOUNT (CEBA)?
Yes. We want to assure you that SVCU is here to help by providing assistance to Manitoba businesses through the Government of Canada’s Canadian Emergency Business Account (CEBA) program. Give your account manager a call directly and they can help answer your questions, complete the application and submit it on your behalf. More information is provided on this link https://svcu.mb.ca/wp-content/uploads/2020/04/CEBA-Information-for-Members.pdf
DOES COLLABRIA MASTERCARD HAVE ANY COVID RELATED RELIEF PROGRAMS IN PLACE?
Yes, Collabria MasterCard has implemented some temporary relief measures for cardholders during this time including reduced interest rates and a minimum payment deferral program. In order to take advantage of this program you must call in to apply. Please call Collabria Cardholder Services at the phone number on the back of your Collabria MasterCard (1-855-341-4643). Click on this link for further information https://www.collabriafinancial.ca/covid-19-pandemic/.
HOW CAN I PROTECT MYSELF AGAINST SCAMS RELATED TO COVID 19?
Unfortunately, fraudsters may be using these uncertain times to take advantage of others. Please remember that SVCU will never reach out to you to ask you for information such as passwords, PIN or account numbers. If someone is asking you for this information do not give it to them and contact our call centre at 1-877-218-7828 immediately. Click on the link for other scams to watch out for during this time. https://svcu.mb.ca/pym-covid19-scam/