COVID-19 FAQ

We’re here for you! 

You have questions…we have answers! As we all move through this crisis together, we want you to know that we are here to help! Our staff is fully committed to serving our membership with many ways to access your accounts. 

Please note: Due to the worldwide increase of traffic in digital services during this time with you may experience intermittent downtimes and slow service when using cuOnline and/or cuMobile.  Our vendor is aware and working 24/7 to keep any downtimes to a minimum. If you experience a delay, please wait a bit and try again.  We apologize for any inconvenience this may cause you. Don’t hesitate to call us for assistance.

 

CVFCU Branches and Services

Q:  How can I find out if branches are open?

A:  Currently all of our branches are offering drive-up service, Monday-Friday, 9:00 am-6:00 pm. Our Timberlake location is offering drive-up service on Saturday, 9:00 am-2:00 pm.  For up-to-date info visit our website at www.cvfcu.com, Facebook or Twitter pages. The CVFCU Call Center is open to conduct a wide range of services Monday-Friday 9:00 am-6:00 pm.

Q:  Are you still processing the night deposit drop boxes daily?

A:  Yes. Deposits are being processed Monday - Friday at all branch locations.

Q:  What can I do at an ATM other than get cash?

A:  ATMs at our branch locations allow you to check account balances, deposit cash and checks, transfer money and, of course, withdraw cash.  Our ATM cash withdrawals are limited to $750 per day. Visit the Branch & ATM Locator for our network of surcharge-free ATMs available nationwide.

Q: Can I call to speak to someone if I can’t come to the branch?

A:  Of Course!  Our full service, locally staffed CVFCU Call Center is open Monday-Friday from 9:00 am-6:00 pm as usual. Call Center Representatives can assist you with your accounts, add new services, take your loan application and answer a variety of questions as well as put you in contact with another department. 

Q: Is my money safe at the credit union?

A: Yes. Your accounts are federally insured up to $250,000 by the National Credit Union Administration (NCUA), a Government Agency. For more information, visit ncua.gov.

  

How to Apply for a Loan and How to Make Loan Payments

Q:  Can I still apply for any type loan?

A:  Sure you can!  Apply online at our website, through cuOnline or by phoning the Call Center at 434/528-9016 for any type of loan including Auto, Boat and RV Loans, Home Loans (including Equities and Refinancing), Student Loans, Personal Loans, and Visa Credit Cards.

Q:  I am currently in the process of a mortgage loan but the branch is closed. What do I do about my loan?

A:  Our Mortgage Department is still working for members!  If you have a mortgage loan being processed, you will hear from them soon.  Want to apply for a home equity or mortgage now? Simply phone the Call Center at 434-528-9016 Monday-Friday, 9:00 am-6:00 pm for assistance.

Q:  How do I ask for an increase in my CVFCU credit card limit?

A:  Contact the CVFCU Call Center during our regular business hours to apply for a credit card increase. These are subject to qualifications.

Q:  How do I make a loan payment if the branch lobbies are closed?

A:  Loan payments can be made by transferring funds on cuOnline or cuMobile.  If you prefer to mail your payment please send to P.O. Box 1660, Lynchburg, VA 24505. If you need to make your payment using a checking account with another financial institution, you can use ProPay Online Loan Payment.

Q:  I have been laid-off. How can I talk to someone about making payment arrangements?

A:  Any time a member has been laid off or is experiencing financial hardships, we encourage you to speak with our Financial Resolutions Department.  They are here to help with a variety of solutions to assist you through this difficult time.  We are offering deferred payments on new and existing loans.  In addition, we offer personal loans - these feature low rates and, if needed, allow you to borrow larger amounts with longer repayment terms than small emergency loans. Phone the CVFCU Call Center and ask to be transferred to speak with this department. As always, we work with each individual to offer the best options for you and your family.

 

Digital Services Might be the Answer

Q:  I don’t have online banking, what can I do with cuOnline?

A:  cuOnline allows you to access your accounts 24/7 from anywhere! Check account balances, transfer funds, make loan payments, pay bills, even apply for a loan and many other helpful features. You can setup your own account by visiting clicking the Login tab at the top of the page. Go to New User Enrollment, there is even a tutorial video for you to follow!

Q:  How does the mobile app work?

A:   You can add mobile banking if you already have cuOnline.  Simply download the CVFCU app from the App Store or GooglePlay. Use your cuOnline login information to access your accounts from your smartphone or tablet! (Yes, you have to set up cuOnline to use cuMobile.)

Q:  What if I am not familiar with using digital services? 

A:  No worries!  That is why our experienced team is here!  We are just a phone call away!  Contact the CVFCU Call Center at 434/528-9016 or 800/335-0069 and let them get you started.

Q:  Do you have Apple and Google Pay? 

A:  Yes! Apple Pay and Google Pay are your digital wallets.  This touchless way to pay is safe and easy!  You simply hold up your phone to conduct the transaction. Your card information is never shared with merchants or stores.  And it reduces your need to handle cash or touch card terminals, helping you control the spread of germs. To setup, go to your digital wallet on your smartphone to load your card.

 

Safety and Security

Q:  What do I need to be worried about during this crisis with the security of my accounts?

A:  The safety and security of your accounts is always our number one priority!  Fraudsters have deployed scams involving the coronavirus stimulus package. Beware of the following situations:

• Emails, text messages, or Facebook posts qualifying you for special grants to pay medical bills.
• Phone calls saying you are qualified for a stimulus check, but you must first pay a processing fee.
• Anyone contacting you requesting your social security number, account information or password. Financial Institutions and other reliable agencies will never ask you for these credentials.  
• Phone calls asking for your account information to receive a relief check. Government relief checks will likely be direct deposit or U.S. Treasury checks mailed but the timing and total amount of the relief funds is not known yet.
• Scams selling masks, hand sanitizers and miracle remedies for the coronavirus. These are preying on your fears and are not legitimate.
• Fake government agencies have been created by scammers. A list of legitimate U.S. Federal grant agencies can be found at grants.gov.
• Investment deals related to the coronavirus are everywhere. Check the U.S. Securities and Exchange Commission and the Better Business Bureau before making any decisions on investment opportunities.

 

Protect Yourself from Phishing

Phishing emails are out now about the coronavirus - even some that look like they are coming from the World Health Organization and the Center for Disease Control. Here are few things you can do to protect yourself from being phished:

• The email address is not correct or is very close to the correct address (sometimes not evident until you are replying)
• Spelling, grammar, or formatting errors. This may depend on who is crafting the email and their purposes.
• A sense of urgency stated or implied
• Pay close attention to any links – actual location can be disguised, hover your mouse over the link to see if it shows a different address.
• Do not click on embedded links of an unsolicited email. It may inject malware onto your computer.
• If the message claims to be from a person or company you know/do business with, check with them in a way other than replying to the message or using included phone numbers (always look up the contact email or phone numbers in a known good source).  Be extra cautious if there is an unexpected attachment or link included in the message.

 

We hope the answers to these frequently asked questions have resolved your concerns. If you still have questions, please don’t hesitate to call us...we are here for you!