COVID-19: Frequently Asked Questions

What is East Coast Credit Union doing to keep members and staff safe? Expand/Collapse

  • The health and safety of our people, members and visitors is our top priority. For everyone’s safety, we kindly ask that you avoid visiting branches at this time. We would be pleased to connect with you by email, phone or video conference. Thank you for your understanding and cooperation.
  • We are also taking additional precautions to keep our branches clean including implementing deeper cleaning procedures and providing additional hand sanitizers. We are also installing partition screens in branches to add an additional level of protection for our staff.
  • Branches will be limiting the number of members allowed into the branch to two to five (2-5) members at a time. To ensure social and physical distancing practices are being met, tape will be placed on the floor at the 2-meter distance required. This is in accordance with the provincial order limiting no more than five people to gather in one location.
  • We are actively monitoring the situation and continue to explore measures to ensure the safety and well-being of our members and staff. We will adjust operations as required based on guidance from public health authorities and do our best to keep you informed.

I have an appointment scheduled. What should I do? Expand/Collapse

  • A member of our team will reach out prior to your appointment to conduct an interview via phone to ensure as much of the process can happen without direct person to person contact. Should it be determined you require an appointment one will be booked, and we will be maintaining social distancing protocol.
  • Our staff will be following a stringent ID process to ensure you are protected. They will be asking you questions to verify your identity and ensuring your contact information is up to date when you book an appointment to ensure we have the best way to contact you.

How can I do my banking if I don’t want to leave my home or my branch has been closed? Expand/Collapse

  • Members have the option to conduct their daily banking with access online and mobile banking available 24/7. We have Teleservice telephone banking available 24/7, and you can speak to a local staff member through our Member Advice Centre during regular business hours 9-5 Monday- Friday.
  • Member Advice Centre: Toll-free at 1-866-230-7700 or eastcoast@creditu.ca.
  • Online banking sign in
  • Telephone Banking
    • Toll-free in North America at 1-800-963-4848
    • Outside of North America at 1-902-493-4800
      • East Coast Credit Union number: 057
      • Account Inquiries – from main menu, press #1
        • Deposit account balances (#1)
        • Deposit activity (#2)
        • Look for a specific amount (#3)
        • Specific cheque number inquiry (#4)
        • Loan/mortgage balance (#5)
        • Mastercard credit card balance (#6)
      • Perform Financial Transactions – from main menu, press #2
        • Transfer from deposit account to deposit account (#1)
        • Transfer to loan/mortgage from account (#2)
        • Bill payments (#3)

Where can I download the mobile app? Expand/Collapse

How is East Coast Credit Union making it easier to bank electronically? Expand/Collapse

  • We want to help keep our members and communities safe and are encouraging electronic transactions only and want you to be able to do so without incurring extra fees at the end of the month. We also understand and support why our local businesses are requesting non-cash transactions and want to support them through this pandemic. Cashless transactions and electronic banking are important to help stop the spread and flatten the curve.
  • Our East Coast Credit Union Credit Card contactless payment limit has been increased from $100 to $250 to make payments safer by reducing the need to touch PIN pads or use cash.
  • We offer FREE unlimited Interac e-Transfers® on most of our service charge packages. Take advantage of this great service to stay at home and avoid handling cash! This does not include YOUR Pay-As-You-Go and YOUR US$ Chequing packages.

How will I know if my branch has been temporarily closed? Expand/Collapse

  • A notice will be posted on our website and on the branch door. You can also visit our social media channels for the latest information regarding closures.
  • Please also visit our map to find the next closest branch or ATM. Note that the hours listed here are regular hours. To see our temporary hours, visit here.

What should I do if I am experiencing financial difficulties as a result of COVID-19? Expand/Collapse

  • To support our members, we are offering a payment relief program. This program is tailored to meet the individual needs of our personal and business members who have been financially impacted by COVID-19. The program includes:
    • Deferral of payments on residential mortgages for up to six-months
    • Deferral of payments for personal term loans for up to six-months
    • Business members may be eligible for a deferral on their line of credit, loan and mortgage payments for up to six-months
  • Learn more about our payment relief program here.
  • You can also visit here for more information on Canada’s COVID-19 Economic Response Plan.
  • If you are not out of work or have had a substantial income interruption as a direct result of COVID-19, please reach out to us at:

What financial relief is available on my East Coast Credit Union credit card? Expand/Collapse

  • East Coast Credit Unions credit card partner Collabria has several financial support programs for cardholders impacted by COVID-19 available. These include:
  • Payment Deferral & Temporary Interest Rate Reduction for persons impacted by the COVID-19 pandemic
    • The Payment Deferral program allows cardholders a one-month deferral of the ‘minimum payment due’ ($0.00 payment due) in three-month intervals.
    • Effective April 13, 2020, Collabria introduced a Temporary Interest Rate Reduction option to the Payment Deferral program. Temporary interest rates of 10.9% for up to 6-months are available on . This is available to qualified cardholders with the exception of Centra Gold cardholders because they already have a low interest rate (Centra Gold cardholders will continue to be eligible for the payment Deferral program).
  • Emergency Temporary Credit Line Increases for cardholders outside of Canada
    • This program is for Canadians impacted by COVID-19 and are stuck outside of Canada and trying to return home. It applies to expenses related to COVID-19 impacts including airfare, car rentals, food, shelter, medical expenses, prescriptions, and other related expenses.
  • Improving access to Permanent Credit Limit increases
    • This program waives the requirement for an account to be 6-months old before a permanent increase can be considered.
  • Increased contactless payments (including Apple Pay) to $250 for grocery & convenience stores and pharmacies
  • Contact Collabria 24/7 to take advantage of their financial relief programs at:
    • 1-855-341-4643
    • info@collabriacreditcards.ca
    • login to your MyCardInfo.
    • If you don’t have MyCardInfo visit collabriacreditcards.ca to sign up.
  • To learn more about Collabria’s COVID-19 response, and cardholders FAQs, visit here.
  • Note: Collabria will never send emails asking for confidential information such as passwords, PINs or credit card numbers.

What is the difference between my account number and online banking login member number? Expand/Collapse

  • Your member number is used only for online banking and shares the first five and last digit with your account number.
  • Your account number is the number used to identify a specific account (i.e. chequing or savings).
  • These numbers are unique, so it is important to protect it and only provide it to trusted sources for direct deposits and pre-authorized payments.

How do I sign up for direct deposits so I can access my Canada Emergency Response Benefit (CERB) faster? Expand/Collapse

  • Direct deposit is a more convenient and more secure way to receive funds. It saves time from having to visit a branch or ATM to deposit cheques.
  • To set up direct deposit if you do not have online banking you will need the following information:
  • Your account # without any spaces (8-digits in length).
    • Please see the “What is the difference between my account number and online login member number” above for further details.
  • Transit #: 70573
  • Institution#: 839

I can’t get through when I call/ The wait time when calling is taking longer than normal Expand/Collapse

  • Due to an increase in COVID-19 related questions, you may experience longer than normal wait times when calling our Member Advice Centre. We want you to know that we are making extra staff available and are working hard to support you and the communities we serve through this difficult time.
  • Due to higher than normal call volumes, you may wish to leave a message. Your call will be returned before the end of the business day.

I’m a senior and worried about access to my Canada Pension Plan and Old Age Security payments. What should I do? Expand/Collapse

  • We will continue to support you and help you access your funds. Here is how we are helping our senior members.
    • For your safety, we recommend conducting your daily banking from home if at all possible.
      • Please contact a member of our team by phone, they will walk you through using our online and telephone banking services. Our Member Advice Centre team can also assist you with your banking needs including balance inquiries, transfers, bill payments and more.
        • Due to higher than normal call volumes, you may wish to leave a message. But rest assured, your call will be returned before the end of the day.
        • Please call 1-866-230-7700 or email eastcoast@creditu.ca.
      • Our ATMs are available for 24/7 to conduct your daily banking including deposits, withdrawals, bill payments and viewing account balances.
        • Don’t have a member card? Please contact us for assistance at 1-866-230-7700 or eastcoast@creditu.ca.

I have questions about travel I booked using my East Coast Credit Union (Collabria) Credit Card? Expand/Collapse

How do I protect myself from fraud? Expand/Collapse

  • East Coast Credit Union remains committed to protecting our members from fraud. We will never send emails or call members asking for confidential information such as your login information, password, PIN, access code, account number or credit card numbers or expiry dates.
  • It is important that you:
    • Do not respond to unsolicited emails, text messages, websites or pop-up windows that request personal or confidential information.
    • Do not open attachments or click hyperlinks in emails or text messages sent to you by someone you don’t know or recognize or seem out of character for how they normally communicate.
    • Do not share personal information via these channels.
  • The following options are also available to protect you from fraud:
    • Lock’N’Block allows you to lock and unlock your debit card from being used or block specific transactions from taking place. This can be done through online banking or the mobile app.
    • Fraud Alert Text message: You may receive a fraud warning message on your mobile phone with information about a recent transaction that appears out of the norm for you. This message will include instructions to confirm the legitimacy of the transaction. It will not get you to “click here” or give the option to select a hyperlink to log in, and instead offer a 1-800 number to call in and verify.
  • Learn more about how East Coast Credit Union is protecting our members from fraud:
  • If you are concerned that you have been a victim of fraud, please contact us toll-free at 1-866-230-7700.
 

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