Coronavirus (COVID-19) Update

Updated: March 24, 2020 1:00 pm

The health and safety of our members, employees and community are of the utmost importance to us. We are closely monitoring and following the guidance of the Centers of Disease Control (CDC) to ensure we take all appropriate precautions regarding the Coronavirus (COVID-19).  We will continue to monitor changes in conditions of the growing public health concern and assess our response daily. 

Responsive Actions:

We have preventative measures in place to reduce impact to our operations, including educating our employees on hygiene. Best practices are in place like frequent handwashing and hand sanitizer use.

• We have advised our employees to stay home if they exhibit any sign of illness. 

• We have made all of our locations handshake-free zones.

• We have requested that our cleaning companies be extra diligent in disinfecting common areas.

• All locations are equipped with disinfectants and hand sanitizer.

• We have implemented social-distancing techniques internally, utilizing teleconferencing and video conferencing when possible.

• We have postponed all non-essential business travel. 

In order to comply with the current recommendations pertaining to public gatherings, both our Attleboro and Plymouth in-store branches are temporarily closed. We will continue to keep you up-to-date if there are changes. 

Our 7 traditional branches are open for Drive-up and ATM transactions only.

To schedule a personal appointment at select branches, call us at (800) 562-7328 and select option “1.”  To view branch operating hours or find an ATM, visit our locations page

If your debit or credit card is lost or stolen, click here to view steps to take and relevant phone numbers to report it. 

Alternative Banking Options:

We encourage you to use drive-up tellers and access mobile and online services whenever possible:

Online Banking – If you do not already bank online with us, select “Register” in the Online Banking login box on the homepage or complete the Personal Online Banking Application.

Mobile Banking – Bank directly from the safety and convenience of your smartphone.  Download our app and register, or login using the same Username and Password created for Online Banking.

Mobile Check Deposit  – Deposit checks directly through our mobile app. 

Text message Banking  – Quickly check account balances, transactions and make transfers.

ATM Access – 24-hour ATMS located at each of our branches.

Call Center- Our Member Service Center team can assist you with account questions, mobile and online banking needs and more.  Call us at (800) 562-7328 or email Webmail@rfcu.com.

Loan Assistance:

Help for financial hardship

We recognize that some of you may face financial challenges as a result of illness or business interruption.

If you are affected by COVID-19, contact us. You may be eligible for an extension, waived late fees or waived penalties for early CD withdrawal.  Our Borrower Assistance program is also available for members with certain loans with RFCU.

Auto Extensions:

If you are experiencing financial hardships, an extension is where the Credit Union agrees to suspend a number of your loan payments for a period of time and add the payments to the back end of your loan, extending the length of your loan term.  To be eligible for an extension you must be able to show you have the ability to make future payments. Please call us at (800) 562-7328 and selection option “3” to find out more information. 

Home Equity or Mortgage:

Repayment Plan: 

If you are behind on your payments, we may agree to a repayment plan that allows you to make your regularly scheduled loan payments and pay off a portion that is past due.  

Payments over time modification: 

If you are unable to afford your current monthly minimum payment, but could pay a reduced amount each month, a loan modification may be right for you. 

Forbearance on Extension:

If you are experiencing a temporary hardship, you may be eligible for forbearance or extension.  To be considered for forbearance or extension you must be able to show that you have the ability to make future payments. 

Late fees on Consumer Loan Suspension Program: 

Beginning in March 2020, RFCU will suspend charging late fees on consumer payments.  This suspension is effective through April 30, 2020.  We will continue to evaluate with consideration to extend this.

Repossession Halt Program: 

Beginning March 23, 2020 RFCU will not initiate any new repossession actions associated with autos and have enacted reduced requirements for customers who want to redeem their already repossessed vehicle to one (1) payment plus repossession fee.  This suspension of repossession actions will take place through the end of April 2020 and will continue to evaluate with considerations to extend this program.

Skip-a-Pay Fee Waived 

You may be able to take advantage of our Skip-a-Pay program.  The fee for this service will be waived at this time. 

If you are in need of loan assistance, Please Contact us: 

• (800) 562-7328, selection option “3”

• Email webmail@rfcu.com, reference “loan assistance” in the subject line.

• Fax (781) 681-9805

Protect yourself from Scams:

Unfortunately, there are those that will attempt to take advantage of others in times like these.

Protect yourself by keeping a few items in mind: 

• Be cautious of charities related to COVID-19 and verify validity before making a donation.  

• Do not click on links or download attachments from unknown senders. 

• Never share your PIN or online banking passwords with others.

Click here: to view the Federal Trade Commission’s coronavirus-related fraud information site.  You can find additional fraud resources at:  https://www.rfcu.com/home/resources/fraud/fraud

Deposit Insurance:

During this unsettling time, it’s important to know that your money is secure.  Rockland Federal Credit Union is Federally Insured by the National Credit Union Administration (NCUA) up to $250,000 per account, per account owner.  We are additionally insured by the Massachusetts Share Insurance Corporation (MSIC) for all shares and deposits in excess of the NCUA limit. Visit the NCUA Consumer webpage for more information. 

Helpful Resources:

•  Centers for Disease Control and Infection Coronavirus (COVID-19) information.  What you need to know to Protect Yourself, Statistics, etc.

•  Federal Trade Commission Consumer Information. Find out about Coronavirus-related scams, and report it if you spot one.

•  The Small Business Owner’s Guide to the CARES Act.  This guide provides information about the major programs and initiatives that will soon be available from the Small Business Administration (SBA) to address small business owner needs, as well as some additional tax provisions that are outside the scope of SBA

•  SBA Paycheck Protection Program (PPP).  Prepare to submit an application by viewing our required documents checklist, and visiting the provided link to the SBA website for additional information.

FAQ 

Should I expect longer than normal wait times on the phone or in Drive-up? 

Yes, you may experience longer wait times calling into our Member Service Center. Our branch locations with Drive-Ups will encounter periods of time with heavier traffic. 

Why were the Plymouth and Attleboro branches closed? 

This is a temporary closure because we are not able to comply with the recommended social distancing guidelines at these locations. Our 7 traditional branch locations have Drive-up windows that are open during regular business hours. In-branch member service is available by appointment only.

How do I schedule a branch appointment? 

You simply call (800) 562-7328 select option “1”, we will schedule a date and time available at the traditional branch location most convenient for you. 

What can I expect when I schedule a branch appointment?

We will ask questions over the phone regarding your transaction to provide the most efficient service. We are practicing social distancing with all branch appointments. This includes limiting access to the branch to no more than two members at a time. You will find we will not be using our stations; however there will be a table setup. The table, service area and entry points are cleaned routinely throughout the day after each branch appointment. 

Will a deposit I make through an RFCU ATM be available? 

There has been no disruption to the servicing of our ATMs. Funds are made available in accordance with our Important Information for our Members Terms and Conditions, see section Your Ability to Withdraw Funds.  

Will my direct deposits, Pre-Authorized payments and scheduled BillPay payments still process? 

Yes, electronic debits and credits will continue to post to your account. 

Can I use the Drive-up teller if I do not have a card?

Yes, simply have your account information and identification. Our tellers are happy to assist you. 

Can I make a coin deposit at the Drive-up? 

Please schedule an in-branch appointment by calling (800) 562-7328 and select option “1”.

How can I access my Safe Deposit Box?

You can schedule an appointment by calling (800) 562-7328 and select option “1”.

 

We will continue to update you as this situation unfolds.  Thank you for your business and membership and we look forward to continuing to serve you.