Coronavirus FAQ
Q: Where can I get information about Coronavirus and how to protect myself?
A: Coronavirus Information & Resources are available at the two links below to the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO). These resources are kept up-to-date and provide a wide variety of information and tips.
https://www.cdc.gov/coronavirus/2019-ncov/index.html
https://www.who.int/emergencies/diseases/novel-coronavirus-2019
Q: How is AAFCU addressing the potential impact of Coronavirus Disease 2019 (COVID-19)?
A: Our primary concern is the health and safety of our members, employees and community. We are closely monitoring developments concerning the coronavirus, including updates provided by the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO) on new cases and appropriate precautions to take, and acting accordingly.
Q: I’m worried about my money in the credit union, and how I’m going to pay my loans if I’m off work for a long time.
A: Your money in your accounts is 100% safe, and is backed by the full faith and credit of the United States Government. AAFCU is very strong and healthy, and your money is safe. Credit unions have a long history of working to help their members during challenging times. While we are required to follow our policies and guidelines and operate in a safe and sound manner, we will do our best to help you find the best way through this challenge. If you are worried about making your loan payments, call our lending department.
Q: What about your employees? Is everyone okay?
A: As of this point, none of our staff are positive for COVID-19. We implemented additional cleaning and sanitation strategies several weeks ago, and have been continuously cleaning to keep everyone safe and healthy. We installed touchless gel sanitizer dispensers in all our lobbies for everyone’s use. There is also hand sanitizer available in all offices and lobbies in addition to the lobby dispensers.
Q: Why did you close the lobbies?
A: We felt this was the best route to take to keep our members, employees and the community safe. As noted in every speech, news report, public official appearance, website and other communication methods, reducing in-person contact to an absolute minimum is vital to slowing the spread of coronavirus. We will keep our lobbies closed through March 31, 2020 or as long as necessary, based on the progression of coronavirus. We will reopen when it is safe and feasible to do so.
Q: I have a loan in process, how will I get the money?
A: We will contact you regarding your loan, and make an appointment so that we can complete your loan and fund the money for you.
Q: I need to apply for a loan, how can I do that if your buildings are closed?
A: Call or email our lending department and we will talk with you about the loan, and set an appointment for you to come in. We may be able to do most of the process ahead of time, and just use the appointment to sign documents and fund the loan. You can apply for most of our loans online, through the Apply Online link on top of the home page. Your income and other documentation can be emailed or faxed.
Q: I need to withdraw money from my account, how can I do that?
A: You can get money from your account by visiting an ATM, going through the West Hills drive through during regular business hours, or using the option to get cash back at a Point of Sale terminal when you’re making a purchase. If a check will work for you, we can mail you a check from your account. Just call and let us know what you need.
Q: I need to transfer money between my accounts. How do I do that?
A: The best route is to use Virtual Branch, or the TouchBanking Mobiliti app to do this. You can make those transfers between your accounts quickly and easily and they take effect immediately. If you need to make transfers from your accounts to other members, you will need to call in during regular business hours and we will take care of that for you, as always. If you make the same transfer on a regular basis, we can also help you set this up to occur automatically, now and in the future.
Q: I need to deposit checks into my account. How do I do that?
A: If you have our TouchBanking Mobiliti app, you can deposit checks using the app. Log in to the app and choose the option ‘Deposit’ and it will lead you through step by step to use your device camera to take a photo of the front and back of the check, and choose the account to which you are depositing. Be sure to endorse the back of your check first. Keep the check until it has shown in your account. The deposit will show in your account within a couple business days or sooner. If you cannot use the TouchBanking Mobiliti mobile app, you can use our secure Night Drop slots at either branch. These are checked and processed each work day at 9 a.m. You can also deposit your checks by using the West Hills drive through service, during business hours.
Q: I need to reorder checks, how do I do that?
A: There is a link on our website to reorder checks. If you’re uncomfortable ordering on your own, just call or email us and we’ll contact you to verify your information and take care of it for you.
Q: I have a pile of coin rolls to deposit, when can I do that?
A: We are not able to accept a large quantity of coin at this time. Please hold your rolled coin deposits until we are able to reopen our lobbies.
Q: I need to open a new account, how can I do this?
A: If you would like to open an entirely new account with us (meaning you don’t currently have any account at AAFCU), please call or email and we will contact you to make an appointment. If you already have a savings account and want to add additional accounts, such as a Christmas Club or Member’s Choice account, we may be able to do that for you without needing you to be here in person. Please call or email and we will help you.
Q: What about the Annual Meeting in April?
A: We will most likely be postponing that event. If you’ve already purchased tickets, we will contact you once the event is rescheduled. Your ticket would still be valid for the rescheduled event, or we will refund you, whichever is your preference. Information will be provided when it is available.
Q: I have unauthorized charges on my account I need to dispute. What do I do?
A: Please call 724-763-1172 and choose Option 3. We will get back to you as soon as possible.
Q: I got a call from the fraud department wanting to verify recent transactions on my debit card or my credit card. What’s up with this?
A: We do have a service that will notice unusual activity on your cards and temporarily block them until they can talk with you and be sure that you did the transactions, and that it isn’t fraud. If you are uncomfortable talking with them, you can call in during business hours and talk to the staff you know and we can help you. Credit card questions would go to 724-763-1172, option 2; and debit card questions would go to 724-763-1172, option 3.
Q: I lost my debit card or credit card. What do I need to do?
A: That card will need to be blocked immediately to protect you, and your credit union. If it’s during business hours, please call immediately. If it’s outside business hours, please immediately call and report it. For Visa CREDIT, call 1-800-991-4961. For Visa DEBIT, call 1-800-472-3272.
