The safety and health of members and staff continues to be a priority and we are taking all necessary precautions, monitoring recommendations from trusted public health sources such as the
The following is a list of questions you might have at this time – click the + sign to expand and see each answer. If you do not see your question, please send us a
, live chat, or call our Contact Center at 845.463.3011 Monday through Friday 8 am to 8 pm ET or Saturdays 8:30 am to 5:30 pm ET.
Can I get relief of overdraft and other fees?
As a personal account holder at HVCU who may be having financial hardships due to the COVID-19 pandemic, you can request relief from overdraft fees (including Privilege Pay fee, overdraft fee from savings, overdrawn fee, and non-sufficient funds). You can
apply online, and the request will be processed within 3-5 business days.
Are there requirements for getting relief from fees?
If you’re having financial hardship due to the COVID-19 pandemic, we can process your request for fee relief within 3-5 business days. To ensure you will not be charged overdraft fees going forward, we will opt you out of the Privilege Pay program until the financial relief period is over as determined by the New York State Department of Financial Services. During the financial relief period, if you have overdraft protection from a designated savings account, that will continue. If you do not have overdraft protection from a designated saving account or need to make a change, please contact us with instructions.
Will I see a refund for overdraft fees?
For overdraft-related fees, your transaction history in Internet Banking and your periodic statement will show a $.01 Fee Withdrawal and Fee Relief Reversal credit of $.01, along with a description of the returned item.
If I decide not to request a financial hardship due to COVID-19, is there any way to refund my fees?
Please contact us via live chat,
secure email, or by phone at 845.463.3011 for specific information on your account.
I have not heard back about my financial hardship request. How can I learn the status of it?
Overdraft fee relief requests will take at least 3-5 business days; loan relief requests may take up to 5 business days. Based on those timeframes, if you have not heard from us yet, please contact us by live chat,
secure email, or at 845.463.3011.
What does it mean that my line of credit will be unavailable during this time?
In connection with any approved financial hardship due to COVID-19, the funds in your Readi-cash Line of Credit will be unavailable for you to draw on during the financial relief period. Unless loan deferment arrangements have been made regarding that account, you will still be responsible for making your regular monthly payments. We understand that having access to your line of credit is important to you. Access to your line of credit can be reinstated once your financial relief period and any loan deferrments have ended. Please contact us to request that your fee relief is removed once your deferrment has ended.
I was reviewing my account in Internet Banking and saw a fee was charged that should have been waived. Can this be reversed for me?
You may see a charge to your account in the amount of $.01. There are automated system processes in place that will credit such fee(s) to your account at the end of the day. We recommend you login to Internet or Mobile Banking the following morning to view the credit(s) to your account.
Why can’t I access Privilege Pay during this time?
To ensure you are not charged any additional overdraft fees going forward, we will opt you out of the Privilege Pay program until the financial relief period is over. At the conclusion of the financial relief period, your account will become eligible for Privilege Pay. During the financial relief period, if you have overdraft protection from a designated savings account, that will continue. If you do not have overdraft protection from a designated saving account or need to make a change, please contact us with instructions.
Consumer Loan Relief / Loan FAQs
What is a loan deferment?
If you’re having a financial hardship due to the COVID-19 pandemic, a loan deferment allows you to suspend payments for up to 90 days on certain loans, including:
- Vehicle Loans
- Recreational Vehicles and Sports Craft
- Readi-Cash Line of Credit
- Signature Loans
- Home Equity Loans and Lines of Credit
- Student Loans (including HELP loans)
- Credit Cards (including Secured Credit Cards)
- Pledge of Savings Loans
We can also do deferments for Auto Leases, but only for 30 days. Personal Assistance Loans (PAL) can be deferred for up to 30 days. Unfortunately , Pledge of Certificate Loans are not eligible for deferments. Interest on the outstanding loan balance continues to accrue during any deferment period.
Can I defer my residential mortgage payment?
If COVID-19 is causing you financial hardship and preventing you from making your mortgage payments, you may qualify for a mortgage forbearance, a program that’s slightly different from a deferment.
A mortgage forbearance delays your mortgage payments for 90 days, typically three monthly payments. At the end of the 90 days, you may have the option to repay us the amount owed in one lump sum. After the forbearance, we may be able to offer a repayment plan or a Loan Modification of your existing mortgage, which could include a change in term. We will work with you to see which is best for your circumstances at the time.
What happens if at the end of my forebearance, I still can’t repay my loan/mortgage?
The credit union can work with you to determine what options best suit your specific situation. We encourage you to keep us apprised of your situation and to reach out before your forbearance period is ending if you feel you will still be having troubles. We want to help as best we can, so thank you for keeping us informed by sending us a
secure email, live chat, or calling the Contact Center at 845.463.3011.
Will my credit be negatively impacted by a loan deferment or a mortgage forbearance?
No, a deferment or forbearance due to the COVID-19 pandemic will not negatively impact your credit score.
How do I apply for a loan deferment or residential mortgage forbearance?
What happens when my mortgage forbearance ends?
If you received a mortgage forbearance, we will send you an email or letter explaining your options prior to the end of your forbearance period. Please watch for that at least 30 days prior to the end of your forbearance. If you do not receive it by then or continue to have problems making your mortgage payment, contact us by sending us a
secure email, live chat, or calling the Contact Center at 845.463.3011.
What happens when my loan deferment ends?
For all consumer loan deferments (such as auto loans or credit cards), you received your next payment due date on the forms you signed for the deferment. If you had automatic payments from an HVCU account, those will resume on that payment due date. If you had automatic payments sent from another institution, you will need to set that up again. In any case, you are responsible for making payments beginning on that new due date.
If you cannot make the payment as of your new due date or you cannot remember your due date, please contact us by sending us a
secure email, live chat, or calling the Contact Center at 845.463.3011.
Can I skip my monthly loan payment?
You may be able to skip your next monthly payment for your Vehicle Loan, Signature Loan, or Personal Assistance Loan. To find out if you’re eligible, please log into Internet Banking and look for the Skip- a-Pay widget. If you’re not currently an Internet Banking user,
enroll now.
What will happen to my credit insurance if I miss a loan payment?
Your credit insurance will not cancel for non-payment until you are more than 90-days delinquent on your loan. If you are experiencing any hardship from COVID-19 and would like to discuss loan modification or billing options or make alternative payment arrangements, please contact us at 845.463.3011.
Branches / ATMs / Account Access FAQs
What can I do at the branches now?
All branch lobbies are open for full service. Please note the following with respect to our branches:
- We are allowing our fully vaccinated members to visit us without a face covering, though if you prefer to wear one that is certainly fine. The same holds true for our staff, so you may seem some with and without face coverings. We have also made gloves optional for our staff. For the immediate future, we are aligning our practices with CDC and New York State guidance and require non-vaccinated members to please wear a face covering over their nose and mouth when visiting a branch. If you are uncomfortable being around other individuals who may not be wearing face coverings, please call our Contact Center at 845.463.3011 so that we can discuss how we can best assist you.
- If you are wearing a face covering and your transaction requires identification inside the branch, you may be asked to briefly pull down your face covering.
- You will still see plexiglass throughout the branch to separate staff and members; please place yourself directly opposite our staff with the plexiglass between you for maximum safety.
- While pens are available, if you would like to use your own, feel free to bring one with you.
Are all of the ATMs still open?
Yes, our branch ATMs are available. Visit our
ATM locators to find surcharge-free network ATMs near you.
How much money can I withdraw at an ATM?
We are strongly encouraging members to use your debit card instead of carrying large sums of cash, however we have temporarily increased the daily limit available at ATMs to $750.
Are transaction forms required for all transactions at the drive-up teller window?
Yes, they are required for confidentiality as well as to ensure we have clear instructions for the transaction.
How can I get something notarized?
We offer virtual and in-person notary service for members. You can schedule an appointment for either type via the Branches & Appointments link at the top of our website homepage.
Can I redeem US Savings Bonds at the drive-up teller window?
Yes. If you have more than a few bonds, we may provide you with a receipt for the bonds and then mail you a receipt once the transaction has been completed. This will help us to ensure we can continue serving other members in line quickly. We appreciate your understanding.
Can I deposit coin rolls at the drive-up teller window?
Unfortunately, we cannot accept rolled coin at our drive up tellers because the weight of the coins can negatively affect the equipment.
How else can I do my banking?
The credit union offers a variety of services to access your money without leaving your home or office.
If you need additional information on any of these services, don’t hesitate to call us at 845.463.3011. We’d be happy to explain them and get you set up using them quickly so that you have additional ways to access your funds.
I'm a new Internet Banking/Mobile Banking user. Do you have any tips for using these services?
We've created a separate
tips page for users new to our online services.
Reaching Credit Union Representatives FAQs
How do I reach my Mortgage Loan Officer?
How do I reach my Business Loan Officer?
How do I reach my Financial Consultant?
Our
Financial Consultants are working remotely and can be reached for questions via phone or email. You can make an appointment to meet with them in a branch by calling 845.463.3011, sending us a live chat, or sending a
secure email.
Insurance Services FAQs
How do I reach Hudson Valley Credit Union Insurance Services?
Our Insurance Services team can be reached for questions via phone or email. Our partner, SWBC has extended their services hours with agents available by phone Monday through Friday from 9 am to 7 pm ET.
I am having difficulty paying my insurance premiums (auto, home, business, etc.). Is there any help available?
We encourage you to contact your insurance carrier directly to discuss the billing relief options available to you.
I can’t afford to make my life insurance premium payments right now. Do I have any other options?
We encourage you to contact your insurance carrier directly to discuss the billing relief options available to you.
Where can I find COVID-19 related updates and billing options for my auto, home or business insurance that I obtained through HVCU Insurance Services?
Most of the insurance carriers we represent offer online access to billing and payment services, claim services and COVID-19 related updates. You can access your carrier’s website below: