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...? 
  IRS Economic Stimulus Payments   • 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 Government 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.


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?

All branches are open. Appointments with Financial Service Representatives are encouraged. Please call 888.252.8932.

Drive-thru service continues to be available for regular transactions.

What can I expect inside a branch location?


  • ►Everyone that enters our branch will need to be wearing a mask. Our employees will be wearing masks when not behind protective plexiglass shields.
Limited Capacity
  • ►Per state  guidelines, there are limits to the number of people that can be in our lobbies at one time including staff. Therefore, there may be times when you will need to wait outside before being able to enter the branch.
Physical Distancing
  • ►We ask when you are waiting, either inside or outside, to continue to respect physical distancing guidelines of six feet between you and others in line. We have installed stickers on our floors that properly space this out for you.
  • ►Because of the current state restrictions, we ask that you continue to schedule appointments to meet with Financial Service Representatives. Please call 888.252.8932 to schedule an appointment.

Restricted Services
  • ►Coin machines will remain closed until further notice.
  • ►Coffee will not be available on our lobbies.
  • ►There will not be a public restroom available at this time.
  • ►We ask that if you are feeling ill, please refrain from coming to our branches. Please call 888.252.8932 or send a secure message through eBranch and we will continue to do our best to help you remotely. If you aren’t sure how to transact remotely, please refer to our transaction guide. 
  • ►Our staff are required to take a pre-shift screening and their temperature before reporting onsite to work every day in a continued effort to keep our members and employees safe and healthy. If they are feeling sick, they will remain home.

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 longer than normal wait times when visiting a branch?

Yes. Due to state guidelines, there are restrictions on the number of people we can have in any space at a time, we expect that you may be waiting longer than normal when transacting in person, both inside the branch and at the drive thru. We are happy to help you, and continue to also encourage remotely transacting with us.

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.

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.

IRS Economic Stimulus Payment Information

For many taxpayers, no action will be required in order to receive Economic Stimulus Payments from the Internal Revenue Service and the Treasury Department. These payments are intended to provide financial relief during these unprecedented times. 

Who is eligible for the Economic Impact Payment?

Eligible taxpayers who filed taxes in 2018 or 2019 with an adjusted gross income up to $75,000 for individuals and up to $150,000 for married couples filing jointly will receive the full payment. These eligible taxpayers will automatically receive up to $1,200 for individuals or $2,400 for married couples, plus an additional $500 for each qualifying child.
Single filers with income between $75,000 and $99,000 will have their payment reduced by $5 for each $100 above the $75,000 threshold, as will joint filers with income between $150,000 and $198,000.
Individuals with income exceeding $99,000 and married couples, with no children, with income exceeding $198,000 will not be eligible to receive this payment.
Social security recipients and some other senior citizens and retirees, who are otherwise not required to file a tax return, are eligible as well.

How will the IRS know where to send my payment?

The majority of eligible people will not need to take any action. For taxpayers who have filed their taxes in 2018 or 2019 and provided financial institution information for direct deposit, the IRS will use the information from those tax filings to calculate the payment and deposit the funds directly into the same account included in those returns. Paper checks will be sent via the US Postal Service to taxpayers who have not used direct deposit on their taxes previously.
Stimulus payments will be available throughout 2020. Those who have not included their direct deposit information on their tax returns will likely have the opportunity to provide their account and routing numbers through a web-based portal - which the Treasury Department is planning to develop later this year. This could allow individuals to receive funds more quickly than they would through waiting for a check in the mail.
For those seeking additional insight on their personal circumstances, please consult with your tax professional. Additional information is also available at the IRS website.

Stimulus Payment in the Form of Debit Cards

Nearly 4 million Americans who did not receive stimulus funds through direct deopsit have recently been sent a debit card with those funds through the US Postal Service.  If you receive an envelope in the mail marked "Money Network Cardholder Services," it is not a scam or junk mail – the card inside contains your stimulus funds. These cards are marked as a VISA debit card, and the back of the card has the logo for MetaBank. 

If you receive one of these cards, you will need to activate your card – by phone or online – before you can use it. You will be asked to provide your name, address and Social Security number to validate your identity, according to information from the Consumer Financial Protection Bureau. You'll also need to create a four-digit PIN so you can access cash at an ATM.

Please note, If you have already received stimulus funds through direct deposit, you will not be receiving one of these cards in the mail. Additional information is also available at the Consumer Financial Protection Bureau website.

Important fraud tips to keep in mind

There has been a large uptick in fraudulent activity and cyber crime recently. If anyone contacts you to tell you they can expedite your economic impact payment, mentions a fee for processing, or requests your account information, they are attempting to take advantage of you. Neither Heritage Family Credit Union or the Federal Government will contact you to ask for your social security number, account number, or debit/credit card number.
In all your online activities, please think before you click on links in emails - and never click on a link in an email you weren’t expecting. If you receive an email claiming to be from the IRS, Treasury Department, Center for Disease Control (CDC), World Health Organization (WHO) or others, be sure to check their official websites, by manually typing the wed address into a browser, before taking any action.
*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.