COVID-19 FAQs

How do I apply for Employment Insurance (EI) and where can I find my direct deposit information?

The government of Canada offers two EI programs to assist Canadians who have lost their jobs as a result of COVID-19, click the links for more information and to apply:

Employment Insurance (EI) Benefit: To receive regular EI, you must have lost your job through no fault of your own, including layoffs.
Employment Insurance (EI) Sickness Benefit: To receive EI sickness benefits, you must be unable to work because of illness or quarantine.

You can find your direct deposit information in one of two places. If you have a cheque for your account, then you'll see the direct deposit information you need printed on the bottom of the front of your cheque. If you do not have a cheque, you can log in to online banking and get this information from the top right "Account Details" section on your account transactions screen. Learn more on our direct deposit support page.

After you’ve applied to either program, you can apply to have the one-week waiting period waived by calling the government's toll-free number at 1-833-381-2725, or teletypewriter at 1-800-529-3742.

I am a renter and I can’t pay my rent, what should I do?

Inform your landlord of your inability to pay immediately but continue to self-isolate at home as per government health authority advisories. The province of B.C. recently announced a suspension of evictions, a freeze on rent increases and up to $500 a month for three months to help tenants make ends meet and keep their homes for the duration of the provincial COVID-19 emergency.

The new ban means landlords cannot issue a new notice to end a tenancy for any reason and existing orders will not be enforced, though there are exemptions for the latter. The application portal from the provincial government is still under development. Check https://www2.gov.bc.ca/gov/content/home for updates.

What relief are you providing Mastercard cardholders?

A variety of measures have been implemented to reduce the impact of COVID-19 for Mastercard cardholders.

Temporary increase in tap limits: Tap limits for contactless transactions are being temporarily increased to $250 from $100
Minimum payment deferral and interest rate reduction: Eligible cardholders can now receive up to six months in payment deferrals plus a reduced interest rate of 10.9% available on all purchases AND cash advances for the duration of the payment deferrals.
Minimum payment deferral: “Zero minimum payment” deferral options are being introduced to help reduce the financial stress on cardholders.
Travel insurance online claims: Cardholders can now submit their travel insurance claim online.
Expedited overlimit transaction approvals: Includes increased authorization limits in Collabria’s contact centre to reduce the turnaround time for most approvals.
Improving access to permanent credit limit increases: The requirement for an account to be six months old before a permanent increase can be considered has been waived.

Contact Mastercard cardholder support at 1-855-341-4643 to learn more.

What is the Canada Emergency Business Account (CEBA)?

CEBA is a Government of Canada loan program which was available for application until June 30, 2021 to qualifying small and medium sized businesses being negatively impacted financially as a result of the COVID-19 pandemic. Qualifying businesses may receive up to $60,000 and a portion of this loan is eligible for complete forgiveness and requires no minimum monthly payments until December 31, 2022. You can find more information on this program on the federal government's CEBA website.

I’m having technical issues accessing the federal government's CEBA document upload application. What should I do?

If you receive a “technical difficulties” message, clear your browser and try again. If the browser you're using isn’t compatible, you will receive the following message:

"This browser is not supported by the CEBA Document Upload Website.

Please use one of the following supported browsers on PC: Chrome, Firefox, Microsoft Edge version 83+

Please use one of the following supported browsers on Mac: Chrome, Firefox"

Access the website, using one of the listed supported browsers.

If you are still experiencing issues, contact the CEBA Contact Centre at 1-888-324-4201.

How do I get a status update on my application?

CEBA enrolments are forwarded by us to the government who complete a pre-funding validation including verification with the Canada Revenue Agency (CRA) which can take 10-15 business days. Once we are advised of your application status, we will email you. You can also check the status of your application 5-7 business days after applying, through the Government of Canada’s CEBA status website or by contacting the CEBA Contact Centre at 1-888-324-4201.

What do I do if my application is declined?

If your application is declined, we will email you with the reason the government declined it and, if applicable, information on next steps such as how to provide additional information, make a correction or dispute the decline.

Approval is based on criteria and pre-funding validation established by the Government of Canada. First West has no authority to grant exceptions.

Your business may be eligible for other COVID-19 government support programs. Learn more here.

Will I be able to refinance CEBA after it comes up for payment through First West?

No. CEBA loans has a set repayment structure. Any outstanding balance is converted from 0% to 5% interest only on December 31, 2022. On December 31, 2025, the entire outstanding balance is due.

If you wish to apply for a regular business loan or line of credit with First West and use the proceeds to pay the CEBA loan in full, that is always allowed. The request would be subject to approval using regular lending criteria, security, interest rate, fees, repayment, etc.

How is Mastercard supporting cardholders during COVID-19?

A variety of measures have been implemented to reduce the impact of COVID-19 for Mastercard card holders.

Temporary increase in tap limits: Tap limits for contactless transactions are being temporarily increased to $250 from $100
Minimum payment deferral and interest rate reduction: Eligible cardholders can now receive up to six months in payment deferrals plus a reduced interest rate of 10.9% available on all purchases AND cash advances for the duration of the payment deferrals.
Minimum payment deferral: “Zero minimum payment” deferral options are being introduced to help reduce the financial stress on cardholders.
Travel insurance online claims: Cardholders can now submit their travel insurance claim online.
Expedited overlimit transaction approvals: Includes increased authorization limits in Collabria’s contact centre to reduce the turnaround time for most approvals.
Improving access to permanent credit limit increases: The requirement for an account to be six months old before a permanent increase can be considered has been waived.

Contact Mastercard cardholder support at 1-855-341-4643 to learn more.

Has the payment limit for Mastercard tap increased beyond the $100 limit?

I had to cancel my trip due to COVID-19. Is it covered under my Mastercard’s travel insurance?

If you had to cancel or interrupt your trip due to COVID-19, some expenses that you incurred on your Envision Financial Mastercard credit card may be eligible for reimbursement. You can now submit your travel insurance claims online. To do so, click “Claim” on our insurance partner’s page to find the right claim form that fits your submission. Follow the applicable steps to process your claim and send it directly to the insurer. This insurance is available on select Envision Financial credit cards, including the Travel Rewards Gold, World, US Dollar, and Platinum Business Mastercards.

How do I get an increase on my card limit?

The requirement to wait six months before getting a higher credit limit has been waived and if you’ve been impacted by COVID-19, you receive priority service. In addition, if you’re currently stuck outside of Canada due to COVID-19 and struggling to meet basic living requirements while waiting to return or need funds to return, Mastercard is temporarily increasing credit limits and creating faster turnaround times for approvals on those limit increases. Contact Mastercard cardholder support at 1-855-341-4643 to learn more.

I’ve been told to self-isolate – how can I do my banking remotely?

We can serve nearly all your banking needs in ways that don’t require you to visit a branch in-person, through:

Our online banking services, available to you 24/7, including Unlimited Interac e-Transfers® free of charge (just like always) with our Simply Free Account®. To learn more about how to use online banking, watch our new tutorials.
Mobile banking services, available to you 24/7 but with the added benefit of being able to deposit cheques from anywhere using your smartphone camera.
Our ATMs, available to you 24/7. You can use any ATM on THE EXCHANGE® ATM network free of charge.
Our Member Advice Centre, available by phone at 1-888-597-6083 from Monday to Friday 8 a.m. to 8 p.m., Saturday 8:30 a.m. to 4 p.m., and Sunday from 11 a.m. to 3 p.m. We appreciate your ongoing patience with higher-than-normal call volumes.

How can I take care of my business banking needs without visiting a branch?

We have many digital solutions to meet the financial needs of your business including payroll, preauthorized payments, remote cheque deposit, Interac e-Transfer, and of course our industry-leading online banking and mobile banking app, available to you 24/7.

You can also call our Member Advice Centre at 1-888-597-6083 and speak to one of our financial experts Monday to Friday 8 a.m. to 8 p.m., Saturday 8:30 a.m. to 4 p.m., and Sunday from 11 a.m. to 3 p.m. We can serve almost all of your routine transactional and banking needs remotely, without you needing to leave the comfort and safety of your home or business. We appreciate your patience if call volumes are higher than normal during this time.

Our ATMs remain accessible 24 hours a day, seven days a week. Remember, you can use any ATM on the Exchange network, free of charge – this includes ATMs of most other credit unions, HSBC and others.

What precautions are you taking to prevent the spread of COVID-19 in business locations?

We’re continuing to follow the direction from the Government of Canada and the Government of B.C. by taking proactive measures to ensure our members and our employees are optimally protected. We have enabled work-from-home arrangements wherever possible, put in place guides for recommended physical distancing guidelines of two-meters are followed in our locations. Branches are held to the highest standards of cleanliness and we’ve implemented enhanced disinfection procedures and have installed plexiglass shields for Member Advisors at all our open branches.

We’re also requesting your help in protecting our employees and your fellow members by avoiding in-person visits to your branch unless necessary.

Stores won't accept cash and want me to tap my debit card, but my tap limit is $100. Is there a way to increase the limit?

Debit card tap limits are set by Interac® as a security measure and those limits can’t be increased. Similarly, Apple Pay, Google Pay and Samsung Pay also have $100 limits for security purposes.

Your Envision Financial Mastercard credit card, however, now features a temporary limit increase for contactless transactions from $100 to $250, which is available at merchants that have enabled higher contactless transaction amounts.

Am I at risk of fraud because of the ongoing pandemic?

Unfortunately, there are individuals who will see these times as an opportunity to take advantage of people. In your online or phone interactions, always use safe internet, email, text messaging and phone practices. Never click links that ask you to update personal information and never give out personal information on the phone. Envision Financial will never call you and ask you for your personal details. The only time we may need to verify your identity over the phone is when you call us. If you have any concerns, please call our Member Advice Centre at 1-888-597-6083.

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​COVID-19 FAQs

​​We’re here for you

​Financial Relief for Individuals

​What financial relief are you offering members?

​How do I apply for Employment Insurance (EI) and where can I find my direct deposit information?

​I am a renter and I can’t pay my rent, what should I do?

​What relief are you providing Mastercard cardholders?

Financial Relief for Businesses

​What is the Canada Emergency Business Account (CEBA)?

​I applied under the CEBA Non-Deferrable Expenses option. What are the eligible and excluded expenses and what documents are required to prove my expenses?

For the CEBA Non-Deferrable Expense option, what is the deadline to upload my expense documents?

​I’m having technical issues accessing the federal government's CEBA document upload application. What should I do?

​ I’m having issues uploading my expense documents. What can I do?

​​How do I get a status update on my application?

​What do I do if my application is declined?

​I have other questions about CEBA. How can I find out more?

​Can I repay my CEBA loan now?

​When do I have to make a payment on my CEBA loan? ​

​I have sold my business. Do I have to repay my CEBA loan?

​Will I be able to refinance CEBA after it comes up for payment through First West?​

​What will the interest rate be after December 31, 2022?

Credit Cards

​How is Mastercard supporting cardholders during COVID-19?

​Has the payment limit for Mastercard tap increased beyond the $100 limit?

​I had to cancel my trip due to COVID-19. Is it covered under my Mastercard’s travel insurance?

​How do I get an increase on my card limit?

Banking Options

​I’ve been told to self-isolate – how can I do my banking remotely?

​How can I take care of my business banking needs without visiting a branch?

​Can I still access the night deposit service for my business deposits?

​Where can I find branch hours?

​What precautions are you taking to prevent the spread of COVID-19 in business locations?

​Stores won't accept cash and want me to tap my debit card, but my tap limit is $100. Is there a way to increase the limit?

​Is there a hold on depositing cheques over a certain amount?

Fraud Prevention

​Am I at risk of fraud because of the ongoing pandemic?

​There is an unauthorized transfer in my account. Have I been scammed?

​I may have been exposed to fraud, but I need to use online banking. What can I do?

General

​I’m seeking employment with your credit union. How will COVID-19 impact my application and interview?

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GET $1,000 CASH BACK^†

We’re here for you

Financial Relief for Individuals

What financial relief are you offering members?

How do I apply for Employment Insurance (EI) and where can I find my direct deposit information?

I am a renter and I can’t pay my rent, what should I do?

What relief are you providing Mastercard cardholders?

What is the Canada Emergency Business Account (CEBA)?

I applied under the CEBA Non-Deferrable Expenses option. What are the eligible and excluded expenses and what documents are required to prove my expenses?

I’m having technical issues accessing the federal government's CEBA document upload application. What should I do?

I’m having issues uploading my expense documents. What can I do?

How do I get a status update on my application?

What do I do if my application is declined?

I have other questions about CEBA. How can I find out more?

Can I repay my CEBA loan now?

When do I have to make a payment on my CEBA loan?

I have sold my business. Do I have to repay my CEBA loan?

Will I be able to refinance CEBA after it comes up for payment through First West?

What will the interest rate be after December 31, 2022?

How is Mastercard supporting cardholders during COVID-19?

Has the payment limit for Mastercard tap increased beyond the $100 limit?

I had to cancel my trip due to COVID-19. Is it covered under my Mastercard’s travel insurance?

How do I get an increase on my card limit?

I’ve been told to self-isolate – how can I do my banking remotely?

How can I take care of my business banking needs without visiting a branch?

Can I still access the night deposit service for my business deposits?

Where can I find branch hours?

What precautions are you taking to prevent the spread of COVID-19 in business locations?

Stores won't accept cash and want me to tap my debit card, but my tap limit is $100. Is there a way to increase the limit?

Is there a hold on depositing cheques over a certain amount?

Am I at risk of fraud because of the ongoing pandemic?

There is an unauthorized transfer in my account. Have I been scammed?

I may have been exposed to fraud, but I need to use online banking. What can I do?

I’m seeking employment with your credit union. How will COVID-19 impact my application and interview?