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    COVID-19 FAQs

    Quick answers to your most frequently asked questions

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    We’re here for you

    While the COVID-19 situation continues, our top priority is the health and well-being of our members, employees and communities. We will continue providing the essential banking services you need and the expert financial advice you rely on through these times of uncertainty.

    We will continue to update this page when new and relevant information is available. 


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    ​Financial Relief for Individuals

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    ​What financial relief are you offering members? 

    • We have a well-established program called Back on Track for members who are at immediate risk of defaulting on their mortgage or loan with Envision Financial. Apply Now (turnaround time for applications is five business days)  
      • Who isn't eligible for Back on Track?
        • Non-members and members who don’t have a mortgage or loan with Envision Financial.
        • Members who are not at immediate risk of default—Back on Track is a last resort.
        • Business and commercial members, we offer a similar program for our business and commercial members. Talk to your business banking or commercial banking advisor to learn more.
    • If you have been laid off, remember to apply for Employment Insurance. 
    • If you purchased Loss of Employment insurance with your mortgage, contact Cumis directly. 

    ​Is this the same financial deferment that the big banks are offering?  

    There is a common misconception that the government/banks are offering “interest free” skip payments—that is NOT the case.  

    A payment deferral plan involves halting or reducing payments for a short period of time, but interest is still accrued, and those payments are made up, typically at the end of the loan/mortgage term. 

    ​How do I remove double-up payments on my mortgage during this time? 

    Contact your financial advisor to discuss resuming your regular contractual payments.

    ​Do the deferred payments apply to lines of credit? 

    No, we are not able to offer deferred payments on lines of credit.  

    ​How will deferred payment affect my mortgage at time of renewal?  

    In the case of a mortgage, a deferral means that interest accrued from each deferred payment is added back into the principal balance of the mortgage. At the time of your mortgage renewal your existing payment will increase slightly to accommodate the deferred payments. 

    ​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: 

    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.



    Financial Relief for Businesses

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

    CEBA is a Government of Canada loan program available to qualifying small and medium sized businesses being negatively impacted financially as a result of the COVID-19 pandemic. The federal government delivers us funding (as an eligible financial institution) to provide interest-free loans to qualifying businesses. 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.

    The CEBA expansion loan is an additional $20,000 of funding from the Government of Canada. Businesses that previously qualified for the initial CEBA loan of up to $40,000 and meet the financial needs criteria may be eligible to receive this additional funding. (For first-time CEBA applicants, $60,000 is available, which includes the $20,000 expansion loan.)

    ​Who is eligible for the Canada Emergency Business Account?

    The Canada Emergency Business Account is available to businesses with:   

    • 2019 payroll between $20,000 and $1,500,000. 

    OR 

    • $20,000 or less in 2019 total payroll expenses (including no payroll) and with proof of eligible non-deferrable expenses between $40,000-$1,500,000.  


    For more information on the Canada Emergency Business Account (CEBA), visit our Canadian Emergency Business Account page, and select the appropriate CEBA eligibility option for your business.  

    ​How do I apply for the Canada Emergency Business Account or the CEBA expansion loan?

    To enrol and for more information on the Canada Emergency Business Account (CEBA), visit our Canadian Emergency Business Account page, and select the appropriate CEBA eligibility option for your business.  

    If you are applying for the $20,000 CEBA expansion loan, you must apply to the financial institution who approved your original CEBA loan. If your CEBA loan is with us, you must apply indicating the same CRA 9 digit Business Number and credit union account number of your existing CEBA loan.

    If approved for the additional CEBA funding, your existing CEBA loan will be increased by $20,000 and continues with no minimum monthly payments required until December 31, 2022. If repaid by December 31, 2022, a maximum $20,000 forgiveness is available. You will receive specific loan terms and conditions for your records.

    ​Can I test my eligibility for CEBA before formally applying?

    Use the CEBA Pre-Screen Tool to determine if your business may be eligible for enrolment. The Pre-Screen Tool is not an official CEBA application and does not guarantee approval for CEBA funding. Proceed to enrolment only after receiving a CEBA pre-screen number.

    ​I have questions about the CEBA Pre-Screen Tool.  What should I do?   

    If you have questions, contact the CEBA Contact Centre at  1-888-324-4201.

    ​Is there a deadline to apply for the Canada Emergency Business Account?

    Yes. All enrolments for the Canada Emergency Benefit Account must be made by March 31, 2021. 

    If the total of payroll paid in 2019 by my business is just slightly above $1.5 million, can my business still enrol in this program? 

    No, the total salaries paid in 2019 must be $1.5 million or less.   

    ​How can my business use these funds?

    As set out by the Government of Canada, the CEBA funds must only be used to pay for 2020 operating costs that cannot be deferred, such as payroll, rent, utilities, insurance and property tax. 

    I am a sole proprietor who uses only a personal chequing account for my business operating account. Am I eligible? 

    To enrol for CEBA, you must have a business chequing account used as your primary business operating account.  You can open a business account and then apply for CEBA,  but we recommend you first use the CEBA Pre-Screen Tool to determine your potential eligibility .  

    If I have an existing business operating line or credit and/or loan with Envision Financial, can I enrol in the Canada Emergency Business Account? 

    Provided your business meets all the eligibility criteria, you can still enrol even if you are a current borrower. 

    ​Some of my 2020 business mortgage payments at Envision Financial have been deferred. Can I still enrol for the Canada Emergency Business Account? 

    Yes, you can still enrol if you meet all the eligibility criteria. However, if you are applying under the Non-Deferrable Expense eligibility, you must deduct any loan payments deferred in 2020, from the total Eligible Non-Deferrable expense.

    ​If I have multiple businesses, can I enrol each business in the Canada Emergency Business Account?  

    Yes. Each business entity that you have may enrol for the Canada Emergency Business Account, however, each business must individually meet the eligibility criteria and operate as a separate active business. Holding companies are not eligible. 

    Can I enrol under both the CEBA Payroll stream and CEBA Non-Deferrable Expense stream?  

    No, your business either meets the payroll criteria or the non-deferrable expenses criteria, not both. The maximum total CEBA funding is $60,000. The eligible business can only apply once, through its primary financial institution.

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

    These details can be found by visiting https://ceba-cuec.ca and by completing the CEBA Pre-Screen.

    ​I’m having technical issues accessing the Federal Government CEBA Document Upload application. What should I do?  

    If you receive a “technical difficulties” message, clear your browser and re-try. If the browser you are 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.

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

    Review the FAQ’s and CEBA Document Upload Guide available within the Federal Government’s CEBA Document Upload application. 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?  

    Once you complete your CEBA enrolment (first-time loan or expansion loan), your submitted information goes through 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.

    ​​If I’m approved for the Canada Emergency Business Account, what fees will I be charged?

    No fees will be charged.

    ​What are the terms of the loan? 

    An interest free loan with no minimum monthly payments until December 31, 2022. If repaid by December 31, 2022, a maximum $20,000 forgiveness is available. You will receive specific loan terms and conditions for your records.

    ​Can I still enrol for the Canada Emergency Business Account if my business is temporarily closed due to COVID-19?

    To enrol, the business must have been active and open on March 1, 2020, intending to resume operations, and meet all eligibility criteria including confirmation that the loan proceeds will be used to pay for operating expenses that cannot be deferred such as payroll, rent, utilities, insurance, debt payments or property tax.

    ​My business doesn’t meet the Canada Emergency Business Account criteria. What other options can I pursue?  

    Your business may be eligible for other COVID-19 government support programs such as B.C.'s Small- and Medium-Sized Business Recovery Grant, Canada Emergency Wage Subsidy (CEWS), Indigenous SME support, Co-Lending and Loan Guarantee programs. Learn more here.  

    ​What do I do if my application is declined?  

    If your application is declined, we will also include the reason it has been declined. Your email notification will include 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 such as B.C.'s Smal-l and Medium-Sized Business Recovery Grant, Canada Emergency Wage Subsidy (CEWS), Indigenous SME support, Co-Lending and Loan Guarantee programs. Learn more here. 

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

    Visit https://ceba-cuec.ca.  



    Credit Cards


    ​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? 

    Your Envision Financial Mastercard credit card now features a temporary limit increase for contactless transactions from $100 to $250. This benefit is available to you wherever merchants have enabled higher contactless transaction amounts. This increase will allow you to complete more contactless payments and reduce the need to touch the PIN pad or terminal.   

    ​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. 



    Banking Options

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    ​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. 

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

    Yes, our night deposit service continues to be available at all branches. If you currently do not have night deposit access and want to access it, please visit one of our branches to gain access to this service.  

    ​Where can I find branch hours? 

    Check our branch locator for up-to-date information on branch hours or temporary closures, if applicable. In the event of a branch closure, a notice will also be posted to the branch’s front doors. You can also use the branch locator to find the next closest branch location. 

    ​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. 

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

    One of the ways we protect our members from fraud is by maintaining hold limits on cheque deposits. The length of the hold depends on a variety of factors including the type of membership and where the deposit took place. Contact us to learn more. 



    Fraud Prevention


    ​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. 

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

    An unauthorized transfer doesn’t necessarily mean you’ve been scammed. Look for unfamiliar vendors and odd transfer amounts (for example, $1). If you know the vendor and the amount doesn’t seem out of the ordinary, there’s a good chance it was simply a mistake and you can dispute the charge. If you suspect fraud, contact us as soon as you can. 

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

    If you suspect that you may have been in contact with a fraudster, stop using the device that you think the fraud may have involved and change your banking passwords. If you can successfully change your password, there is no additional risk to banking online from another device. 



    General


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

    We are actively recruiting for roles across our credit union. Because of COVID-19, however, the start date for new employees could be impacted. We are also conducting interviews via video conference and telephone as opposed to in person. For more information on recruitment during COVID-19, visit firstwestcu.ca/recruitment-during-covid-19/   

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