The safety and health of members and staff is our highest priority and we are taking all necessary precautions, monitoring recommendations from trusted public health sources such as the
. To protect you and our staff, our lobby service at branches is closed until further notice. Our drive-up tellers, Contact Center, support departments, and lobby/drive-up ATMs will continue to operate. We are asking for your patience as you can expect longer than average wait times at both the branch drive-ups and the Contact Center. Please know that we will do our best to serve you as promptly as possible.
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.
What can I do at the branches now?
Our drive-up tellers are available for all services you would normally do at a teller. We are limiting lobby access to these services only by appointment at only five branches as follows:
Only these services:
- Mortgage and Home Equity closings
- Emergency reissue of Debit and ATM Cards
- Notary Services
- Loan documentation that cannot be done digitally
Will be available at these branches by appointment:
If you need one of these services, please call the Contact Center at 845.463.3011 or send a secure email and we will make an appointment for you and provide you with further instructions.
Are all of the ATMs still open?
Yes, our branch ATMs are available. Visit our
ATM locators to find surcharge-free network ATMs, although at this time we cannot guarantee their availability. We advise you call ahead to check if the location is still open during this COVID-19 crisis.
When are you open now?
Our service hours at the drive-up tellers and the Contact Center are 8 am to 8 pm ET Monday through Friday and 8:30 am to 5:30 pm ET on Saturdays until further notice. Please remember that the Contact Center can do the vast majority of services for you (opening accounts, originating loans, requesting replacement credit/debit cards, etc.), but we also have many ways you can conduct your business when it’s most convenient for you, including
Internet Banking, Mobile Banking,
direct deposit,
Bill Pay. Additionally, the
check deposit feature on our Mobile App can be the perfect answer to depositing checks without a visit to the drive-up teller or ATM. Contact Center staff are happy to explain more about all these services if you’ve not used them yet. We are asking for your patience as you can expect longer than average wait times at the Contact Center. Please know that we will do our best to serve you as promptly as possible.
What can I do at the drive-up teller?
Drive-up tellers can perform all transactions you would normally do at a teller window in the branch, but please remember that lines may be longer than usual.
Remember that most all of the transactions you can do with a teller can be done via Internet Banking and Mobile Banking, and cash can be obtained at ATMs or through debit card purchases at merchants with cash-back. Additionally, the check deposit feature on our Mobile App can be used to deposit checks without a visit to the drive-up teller or ATM. Contact Center staff are happy to explain more about all these services if you’ve not used them yet. We are asking for your patience as you can expect longer than average wait times when you call, but please know we will do our best to serve you promptly.
When will you reopen the lobbies?
At this time, we do not have a scheduled to date to reopen the lobbies. So much depends on the continued updates we receive from reliable health and government agencies about the COVID-19 outbreak. The safety of our members and staff is paramount, but please know we will work to resume normal business as soon as we can.
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. As your financial partner, let us help you maintain your financial well-being so that you can concentrate on keeping yourself and your family healthy.
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.
How much money can I withdraw at an ATM now?
We are strongly encouraging members to use your debit card instead of carrying large sums of cash, however we have increased the daily limit available at ATMs to $750. When withdrawing cash, please remember that some withdrawals from a Savings Account are subject to limitations under Regulation D. We strongly urge you to use your checking account as the main source of deposits/withdrawals during this time especially, potentially moving one lump sum of money to your checking account for easier access in the weeks ahead. For any questions on that, don’t hesitate to reach out to us.
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.
My lease is maturing. How do I turn in my vehicle?
We understand that dealerships may be operating under limited business hours, making it more difficult to turn in your lease or browse for something new. We are currently allowing members to obtain an automatic 5-month extension on their current lease without needing to reapply for credit. To request this extension, please call CULA Customer Service directly at 800.878.5400 ext. 0. Due to the circumstances, wait times have increased. If you are asked to leave a message, please do so and a representative will return your call within 72 hours.
Can I apply for a deferral of my loan payment?
At this time, we are accepting loan deferral requests for most loans. Currently we are unable to offer deferments on PAL accounts and auto leases. We are working to find a solution for both of these. Please call the Contact Center at 845.463.3011 or
send us a secure email for more information.
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.
Can I get a Medallion Stamp at the branches now?
Unfortunately we cannot provide that service at the branches right now. We will be able to as soon as our lobbies re-open, so please check our website and social media feeds frequently as we’ll announce the date as soon as we can re-open. Thank you for your patience.
Someone called with an offer related to this crisis (pay your IRS tax bill by phone, buy surgical masks, etc.) – is that legitimate?
We encourage you now more than ever to be vigilant against scams, especially via phone and email. The FTC has already reported unscrupulous people are trying to take advantage of the fear and uncertainty of the moment, so stay abreast of scams by visiting the FTC’s website for more information
ftc.gov, in particular this
recent article on Covid-related scams.
How do I reach my Mortgage Loan Officer?
How do I reach my Business Loan Officer?
How do I reach Hudson Valley Credit Union Insurance Services?
Our Insurance Services team is working remotely and 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 8 am CT to 10 pm CT.
I am having difficulty paying my insurance premiums (auto, home, business, etc.). Is there any help available?
Governor Cuomo has directed that consumers and small businesses may be eligible to defer premium payments for up to 60 days and avoid cancellation, accrued interest or policy fees. 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?
Governor Cuomo has directed that consumers may be eligible to defer premium payments for up to 90 days and avoid cancellation, accrued interest or policy fees. 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:
How do I reach my Wealth Management Consultant?
What steps are you taking to help prevent this disease with your staff and members?
Please join us in maintaining a high level of vigilance by following the Centers for Disease Control and Prevention’s recommendations to help prevent the spread of respiratory diseases, including thorough and frequent cleaning of all offices, common spaces, and branches. In addition, we are encouraging our staff and members both to:
- Stay home when you are sick.
- Practice social distancing when in public, staying 3-6’ from other people.
- Avoid close contact with people who are sick.
- Avoid touching your eyes, nose, and mouth.
- Cover your cough or sneeze with a tissue, then throw the tissue immediately in the trash.
- Clean and disinfect frequently touched objects and surfaces using a regular household cleaning spray or wipe.
- Wash your hands often with soap and water for at least 20 seconds, especially after going to the bathroom; before eating; and after blowing your nose, coughing, or sneezing.
- Use waterless hand wash when running water is unavailable.
Will your Annual Meeting still be held on April 29th?
Please know that in these unprecedented times, our primary concerns are your safety and well-being. Due to the serious COVID-19 health crisis, Hudson Valley Credit Union is taking special precautions with our Annual Meeting to ensure members can participate from afar. In accordance with our bylaws and guidance from the New York State Department of Financial Services and the National Credit Union Administration, our Annual Meeting originally scheduled at the Boardman Road Library on Wednesday, April 29th at 7 pm ET will not be held in person. Instead, the credit union will offer members the option to view a live-stream of the Meeting while listening to the audio from your phone or computer. This will allow members to join virtually while complying with to the New York State orders prohibiting in-person gatherings.