Coronavirus (COVID-19) Important Information

The health and safety of our members and our employees is always our top priority. 

What We Are Doing • What You Can Do • Resources • FAQs •  How Do I...? • Updates 

We are:

► Serving Our Members

Heritage Family Credit Union is committed to serving our members and will do everything within the recommendations of the government and health officials in order to keep assisting members.
 

► Listening    

We are following guidance from the Centers for Disease Control (CDC) and the Vermont State Goverment as well as federal and local agencies regarding operations and best practices.
 

► Communicating

Members may get a few more emails from us than normal. Keeping members and employees informed and acting swiftly is important to us.
 

► Supporting

We continue to offer members access to their accounts remotely 24/7 using eBranch on a smart phone, tablet, or browser. Using these tools allows you to check balances, transfer money, message a Financial Services Representative, pay bills*, and deposit checks*.
 

► Assisting

We are ready to assist members who have been directly affected by COVID-19 by offering financial obligation relief and assistance plans as they become necessary.
 

What You Can Do 

► Download the Heritage Family Credit Union eBranch App

Download the eBranch app to your Android™ phone, iPhone®, or iPad® through the Apple App Store or Google Play. This app is available to assist with most banking transactions remotely 24/7. You can also access eBranch through your web browser (not available on Internet Explorer.)
 

► Pay Bills & Make Deposits Online

For everyone's health and safety, utilizing eBranch to make payments and make deposits will allow us to follow best practices for social distancing. Please note that bill pay and SmartDeposit are available with Premier Checking accounts. To access these services, please call 888.252.8932 or submit a secure message through eBranch.
 

► Watch out for Phishing and Scammers

 Be aware that scammers are taking advantage of the delicate situation. Lookout for suspicious emails, text messages, and phone calls leveraging the COVID-19 outbreak to convince you to share sensitive information such as usernames and passwords. Read more on how to protect yourself from fraud.
 

Resources

Stay informed with the latest updates and best practices on how to limit the spread of COVID-19 by regularly checking information from federal, state, and local agencies including:

► Center for Disease Control & Prevention (CDC)
► World Health Organization (WHO)
► Department of Health & Human Services (DHHS)
► Vermont Emergency Management (VEM)
 

Frequently Asked Questions 

Have business hours or services been affected or changed?

After very careful consideration regarding the health and wellness of both our members and staff, we have decided to temporarily close all of HFCU's lobbies to regular traffic beginning Monday, March 23 until further notice.

Drive-thru service is available for regular transactions at Allen and West St branches in Rutland, as well as branches in Fair Haven, Ludlow, Manchester, Bennington, and Hooksett, NH. Appointments are available in person at any location, with consideration, by calling 888.252.8932.
 

How can I access my accounts without going to a branch or CO-OP location?

To quickly and easily check balances, transfer money, make a payment, pay bills*, deposit a check*, or send a secure message 24/7, please utilize eBranch through the app or web browser.  To use our audio teller system, call 888.252.8932 and select option 1. Our Call Center remains open and able to assist you, as well. To reach them, please call 888.252.8932.
 

Should I expect longer than normal wait times on the phone?

Potentially, yes. We are seeing an influx in calls and want to afford each member the same level of attention and respect to their issue as we normally would. Our Call Center remains open and happy to assist you.
 

Should I expect payments and deposits processed by mail to take longer than usual?

No. We are not currently experiencing any delay in mail processing and will update this information if we do. The fastest way to make a payment or deposit is through eBranch*.
 

Will the processing of my direct deposit be impacted?

No. There are currently no service interruptions in our ability to process direct deposit.
 

Will the opening or processing of my loan application be delayed?

Potentially. We are doing our best to continue business as normal as well as extend additional services to those affected by COVID-19. We appreciate your patience and are happy to give you an update on your loan application via secure messaging within eBranch or contacting our Call Center at 888.252.8932. Please note that other means of communication are not secure and we cannot provide updates or account information through other channels.
 

 ​Am I still able to withdraw my money if I need access to cash?

Yes. If you need cash, you may do so at any of our drive-thrus. Also, when visiting many merchants and choosing debit as your payment method, you can often choose to receive cash back.

If you would prefer to not visit a branch, all Heritage Family Credit Union members have free use of our ATMs, and access to more than 80,000 surcharge-free ATMs nationwide.
 

Is the money I have deposited at the Credit Union safe and insured?

Yes. Heritage Family Credit Union is federally insured and has the backing of the National Credit Union Administration (NCUA).
Please read an important statement from President Matt Levandowski regarding your money.


Are you offering financial assistance to those impacted by COVID-19?

 Yes. We are prepared to assist members who have been directly impacted by COVID-19 by offering financial assistance and relief programs if necessary. 

Apply for a financial assistance loan online
► Speak with a Call Center Agent during normal business hours to assist with your application: 888.252.8932

 

How is Heritage taking care of its employees during this time?

We are committed to our employees feeling safe and secure. We are helping them navigate the ever-changing information as it becomes available and feel that communication is incredibly important. We are evaluating employees on a case-by-case basis to determine, if possible, an alternate work arrangement or location.

Employees who are sick or caring for children or elderly family members are being asked to remain home.
 

*Bill pay and SmartDeposit are features of the Premier Checking Account. Want access to these services? Our Call Center Agents can help. Please contact us during normal business hours at 888.252.8932.