Frequently Asked Questions

DAY-TO-DAY SERVICES

With Synergy’s branches closed to the public, what are my options?

We have taken the unprecedented measure of closing our branches’ doors to the public. We have done so with our members’ and employees’ safety in mind.

We understand this can disrupt your day-to-day life, but we encourage you to take advantage of some of these alternatives:

  • Online banking offers many of the same services that you can access by coming into the branch, including paying your bills and making loan payments.
  • Synergy Mobile App works on most mobile devices, offering the most sought-after features of online banking, whenever and wherever it suits you.
  • Member Contact Centre representatives are available with extended hours to assist you with your banking needs by phone (1-866-825-3301 or 1-306-825-3301), email (webmail@synergycu.ca) and by Live Chat.
  • INTERAC e-Transfer† a quick and secure method to transfer funds. All you need is your recipient’s email address or mobile phone number to send money in just a few quick and easy steps.
  • ATMs are available at a number of locations in our region to provide easy access to cash, make deposits, check balances and pay bills.
  • Night deposit is a safe and secure way to deposit your funds. To accommodate, we will be opening our night deposit more frequently throughout the day.
  • Deposit Anywhere allows you to remotely deposit your cheque into your personal account pack – anytime day or night, anywhere you have an Internet connection – using the Synergy CU Mobile app.

Can I still book an appointment with a Synergy expert?

This will be handled on a case-by-case basis. Meetings with members will be done by phone when possible. In-branch appointments can be booked through the contact center where your needs cannot be addressed through other channels. Our branches are safe for you to visit but we will implement precautionary measures for you to follow when you attend the branch for your safety and for our team’s safety. 

I am worried that my money is at risk. How is the credit union protecting us?

You can feel assured that deposits held at Synergy Credit Union are fully guaranteed by Credit Union Deposit Guarantee Corporation. There is no limit to the size of deposit covered by the guarantee – whether $1 or $1,000,000 or more, all deposits are fully guaranteed.
This includes all funds held on deposit with Synergy’s:

Have any other services been suspended?

The credit union system has suspended the CUConnect program indefinitely. If this impacts you, please call us at 1-866-825-3301 or 1-306-825-3301 and we will be happy to assist with your banking needs.

What should I do about paying with cash?

Most merchants are asking their customers to refrain from using cash as it causes them operational concerns and could be a point of contamination. Please practice safe distancing and increased personal hygiene. You may want to consider cashless options, such as INTERAC e-Transfer transactions or using your mobile wallet with Apple PayGoogle Pay or Samsung Pay.

Should I take out large amounts of cash to be better prepared for COVID-19?

While it has been a general practice for people to make sure they have the essentials on hand (note: NOT hoarding) just in case of an extended stay at home, we are not recommending heading to the ATM and withdrawing large sums of money.

We have a number of safe alternatives to cash that are widely accepted:

  • Debit and credit tap: Using the tap function also allows you to avoid having to push buttons on the machine.
  • Apple PaySamsung Pay and Google Pay: are all available and are as simple to use as tapping your phone on the point-of-sale machine (similar to the tap function on your debit card).
  • INTERAC e-Transfer: Owe a friend or business some cash? Send a quick (and free in most cases) e-Transfer from your online banking account or mobile app.
  • Online banking: Avoid heading out to pay bills by being set up on online banking. It is simple to navigate and will ensure your payments are completed in a quick and secure manner.

MEMBER RELIEF PROGRAM

When will Synergy be introducing measures to help defer mortgage and loan payments?

Members are asked to check out our Member Relief Program, which can help defer mortgage and loan payments by up to six months depending on the situation.

We encourage members to call our Member Contact Centre (1-866-825-3301 or 1-306-825-3301) and they will be happy to connect you to a Synergy expert who can help devise a plan that makes sense for your situation.

BUSINESS MEMBERS

Do you have a plan in place to protect business owners?

For our business members concerned about a potential drop in revenue with people opting to self-isolate, we encourage you to contact our Business and Agriculture Financial Centre to discuss your options. Together, and with good discussion, we can develop a plan to help you manage potential impacts and continue to be a successful business.

FRAUD PREVENTION

How can I protect myself from scams related to COVID-19?

During this time, it is important to be vigilant against those seeking to commit fraud. We will never send you unsolicited emails asking for confidential information, such as your password, PIN, access code, credit card, or account numbers. Please do not respond to unsolicited e-mails, text messages, websites, or pop-up windows that request this type of information. We also remind you not to open attachments or click hyperlinks in emails or text messages that are sent by someone you do not recognize.

TRAVEL CONSIDERATIONS

What should I know about travel insurance on my Synergy Credit Union Collabria Credit Card?

Our Synergy Credit Union Collabria Credit Card travel insurance provider (Desjardins Financial Security Life Assurance Company – DFS) is advising cardholders to take note of the Canada Travel, Global Travel Advisory, to avoid non-essential travel outside of Canada until further notice.

If applicable, Cardholders can submit their travel insurance claim online. To do so, please visit the DFS website  and click on “Claim” to find the right Claim form. Please note: there is an English language toggle button on the top right corner of the page as well. From there, follow the applicable steps to enter your claim details and send your information directly to the insurer.

Cardholders are also encouraged to visit the DFS website where frequently asked questions (FAQs) relating to the evolving COVID-19 situation and card insurance coverages are continuously updated. If you have further questions on your coverage, please contact DFS at 1-800-463-1623.

INVESTMENTS

I am concerned about my investments given some of the news reports relating to the coronavirus impacts on the markets. Should I be worried?

We hear you. There is a lot of information out there, but it’s important to be able to determine what matters to you. It’s also important to note that markets tend to fluctuate constantly, so it’s imperative to maintain a long-term view even during what is a stressful time.

We suggest calling our Member Contact Centre (1-866-825-3301 or 1-306-825-3301) and they will be happy to direct you to the financial expert you have been working with. They can walk you through any potential impacts this pandemic could have — or not have — on your investment portfolio.



† Trade-mark of Interac Inc. Used under license.

™Deposit Anywhere is a trademark of Central 1 Credit Union and used with their permission.

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