We’re experiencing unprecedented times but rest assured, Member One is here for you! We understand the uncertainty you may be feeling, and we are committed to supporting you. Below are FAQs to provide you with some guidance on accessing our services during the COVID-19 pandemic.


Retail Center Availability and Services

Q:  How can I find out if Member One retail centers are open?

A:  We have created a web page HERE for all the latest updates on our locations. 

Q:  Are you still processing the night deposit drop boxes daily?

A:  Yes. We have increased the frequency for how often we are processing night drop deposits. Deposits are now being processed throughout the day, Monday through Friday.

Q:  How do I access my safe deposit box if retail center lobbies are closed?

A:  You can get access to your safe deposit box by appointment. Just call 800.666.8811 and let our friendly Contact Center set you up!

Q:  Are you temporarily releasing holds on deposited checks?

A:  Deposits made at our drive-thrus, ATMs, mobile check deposits, and shared branch locations will still have a standard hold placed on the deposit. However, effective March 25, 2020, we have increased the amount immediately available on those deposits from $200 to $300.

Q:  What can I do at an ATM?

A:  You can manage your account from Member One ATMs, where you can check your account balance, withdraw cash, and deposit cash and checks. Our ATM cash withdrawals are limited to $600 per day. For a list of ATM locations, please click HERE. You may also access our network of nearly 30,000 surcharge-free ATMs nationwide.

Member One has recently deployed five new Image ATMs. Capabilities at these ATMs include:

  • Ability to accept both check and cash deposits
  • For each check deposited, an image of the check can be printed on the receipt
  • For cash deposits, an itemized list of the cash deposited can be printed on the receipt
  • Ability to accept a mixed deposit of cash and checks at the same time

Member One Image ATM Locations:

  • South Roanoke - 2926 Franklin Rd SW, Roanoke VA 24014                              
  • Daleville Branch - 32 Charter Ave, Daleville VA 24083
  • Timberlake Branch - 7114 Timberlake Road, Lynchburg VA 24502
  • Hershberger Branch - 1611 Hershberger Rd NW, Roanoke VA 24012
  • Brookside (standalone) ATM – 6435 Williamson Rd, Roanoke, VA 24019


Applying For Loans and Making Loan Payments

Q:  How do I make a loan payment without going to a retail center?

A:  We’ve got you covered! Make your loan payment easily by using any of the options listed on our website HERE

Q:  I am currently in the process of a Member One mortgage loan and I saw that the Real Estate Center is closed. What is happening with my loan?

A:  Our Mortgage Loan Originators are currently still working and available through email and phone even though the Real Estate Center lobby is closed. If you have a mortgage loan in process, expect to hear from your MLO very soon -- if you haven't already! You are still welcome to apply for a mortgage loan during this time and get more information on our website HERE.

Q:  Are you offering any special loans to provide additional assistance due to the COVID-19 outbreak?

A:  Yes. We are offering a disaster relief loan with a low fixed Annual Percentage Rate. Details of this loan can be found under Financial Assistance HERE.

Q:  Can I get an increase on my Member One credit card limit?

A:  We are currently offering an emergency $500 credit limit increase to qualified Member One credit card accounts to act as an emergency fund. To request the $500 credit limit increase, please call 800.654.7728. This offer is good through April 30, 2020 and is subject to change at any time.

Q:  I’d like to request to skip a loan payment. Is that possible, and how can I initiate that request?

A:  Currently, requests to skip a loan payment may be made by calling our Contact Center at 800.666.8811, or in person at any drive-thru during normal business hours.

Q:  I have been laid-off. How can I talk to someone about making payment arrangements?

A:  Any member who has been laid off or is currently experiencing financial hardships should speak with a Member Solutions Representative by calling 540.982.8811 or 800.666.8811 and selecting option #6 for the Member Solutions Department.

Q:  Can I still apply for any Member One loan?

A:  Absolutely! You may still apply online or over the phone for any of our Member One lending products.


Electronic Services

Q:  What can I do in Online Banking?

A:  Using Member One’s Online Banking allows you to access your accounts quickly and easily without having to visit a retail center. Once you register for Online Banking you can:

  • Access account balances
  • Pay bills
  • Transfer funds
  • Send someone money
  • Receive text and email alerts
  • Stop payments
  • View your e-statements
  • Manage credit cards
  • Create and track budgets

To learn more including how to register for Online Banking, click HERE

Q:  What can I do in Mobile Banking?

A:  Once you download our Mobile Banking app, you can easily access your accounts from your smartphone or tablet. In addition, you can also use the Mobile Deposit feature to deposit checks by using the camera on your device! Once you register for Mobile Banking, you can:

  • Access account balances
  • Transfer funds
  • Deposit checks into your account
  • Pay bills
  • Open accounts
  • Apply for loans
  • View your e-statements
  • Receive text and email alerts
  • Create and track budgets

For more information including links to the Apple and Google Play Stores, click HERE.

Q:  Do you offer a Digital Wallet? 

A:  Yes! A digital wallet is a convenient way to store your Member One debit or credit card information to make purchases at stores or in apps directly with your smartphone or other device. Your card information is never shared with merchants or stored on your device, making it the safest and easiest way to pay. In addition, it reduces your need to handle cash or card terminals, helping you control the spread of germs. For more information, click HERE.

Q:  What if I'm not comfortable using electronic services?

A:  We understand that you may not have used e-services in the past and you're unfamiliar with how to use them now. We're here to help! The knowledgeable team members in our Contact Center are ready to assist with all your banking needs. Please give them a call at 800.666.8811 to get started!

Q:  Is my money safe at Member One?

A:  Your savings are federally insured to at least $250,000 and backed by the full faith and credit of the United States Government, the National Credit Union Administration (NCUA), a Government Agency. For more information, please visit ncua.gov.


Security Information

Q:  What do I need to know about scams during this time?

A:  Your security and safety is our number one priority! Here are some quick facts to help protect you from potential scams.

  • Never give out your password or other personal information. Your financial institution will never ask for these credentials.
  • Before donating to established charities or organizations, look up the charity on the Better Business Bureau or CharityWatch website.
  • In regards to government relief checks, the government will not call you to get your account information, nor will they require you to pay anything up front to receive your funds. Currently, the timing and amount of relief funds is still unknown; any person or organization claiming they can send you the funds now is a potential scammer.

Watch out for Phishing:

  • Never click on an embedded link in an unsolicited email. It may download malware onto your computer. Protect yourself by making sure anti-virus software is on your computer and up-to-date.
  • Be suspicious of emails claiming to be from the Centers for Disease Control and Prevention (CDC) or “experts” saying that they have new, critical information about the virus. For the most up-to-date information, go right to the authoritative source. Go to the CDC and the World Health Organization (WHO) websites for current information.

Beware of Fake Products and Investments:

  • As scammers prey on coronavirus fears, we’re witnessing an uptick in the sale of bogus products like masks, immune system boosters and sanitizers. When an offer sounds “too good to be true,” verifying product credibility through research is key.
  • Also, be wary of “investment opportunities” related to the coronavirus. The U.S. Securities and Exchange Commission (SEC) is warning people about online promotions, including through social media, claiming that the products or services of publicly-traded companies can prevent, detect or cure coronavirus.

 

Thank you for being a valued member of Member One Federal Credit Union, and please reach out to us if you have any questions or concerns.