CEO Message
March 20, 2020


Hello members,

We continue to hope everyone is staying healthy and continuing to practice safe measures in combating this pandemic.

We have noticed a fair amount of chatter concerning people’s finances on social media, understandable as it is top of mind for many.

I would like to address some of the points I have seen on social media, answer questions posted online, and those shared with our Member Contact Centre.


Other banks are deferring mortgage payments for six months, no questions asked. Why isn’t Synergy?

Thanks for the comment and we agree, this process should be straight forward, but we don’t want to put our members into a plan that ultimately doesn’t meet their goals because it would be easier for Synergy.

Generally speaking, we will consider skipping six months of mortgage and loan payments. But, we are being flexible with our options to meet our members’ needs based on their current situation and financial goals. As we have learned in this region during downturns in the economy, blanket programs don’t work for our diverse membership. We are focused on creating plans to meet our members’ specific needs, not just a cookie-cutter plan.

We understand our members want answers quickly. The process we are encouraging our staff to go through will differ depending on a member’s personal situation and their relationship with the credit union.

  • Step 1: Reach out to Synergy (1-866-825-3301 or 1-306-825-3301).
  • Step 2: Work with one of our experts to create a tailored plan that meets your unique needs and gather information.
  • Step 3: Implement a plan that works for you.
*Please note that we are experiencing higher than normal call and service volumes at this time.


My husband and I have both lost our jobs – and I am the only one who qualifies for EI. I am concerned about being able to cover our bills. I have been a Synergy member for 20 years, are they going to help me?

We have seen posts like this assuming we are not going to be helping our members and it is disappointing.

As noted earlier, please call us if you feel there could be complexities in your financial situation. We have been through this before and have helped many of our members through difficult financial times and we would be happy to help anyone who is concerned about their financial situation.

The number is 1-866-825-3301 or 1-306-825-3301. Please note that we are experience higher than normal call volumes at this time.

I have yet to receive any email from Synergy regarding COVID-19 even though I have been contacted by every single company I work with. Why is Synergy not reaching out?

We have a number of channels we are using to keep our members updated as much as possible:
There has also been a mass email communication sent out to our members earlier that encouraged them to get in contact with a Synergy representative. If you have not received it, please ensure your email address is current and that your contact information is up to date by calling 1-866-825-3301 or 1-306-825-3301.

As always, if you have any questions, please feel free to call our Member Contact Centre and they will be happy to assist. (Please note that we are experiencing higher than normal call volumes at this time.)

I went into the branch yesterday and the person made me put on hand sanitizer and stay far away from the teller. It was not a great experience.

Unfortunately, these are not regular times and we are having to take extraordinary measures to help ensure the health and wellbeing of our members and our staff. That includes encouraging staff and members to use hand sanitizer regularly, practicing social distancing and cleaning our branches frequently throughout the day. We are asking for our members’ patience and understanding through this – as is every business in our region.


I hope this helps mitigate some of your question or concerns. Feel free to drop me a note at any time.


Sincerely,
Glenn Stang, CEO