COVID-19 Action Plan


Please check back regularly for updates as we work through this evolving situation. 

The uncertainty of the COVID-19 outbreak has created challenges that everyone in our communities are working together to overcome. TCU Financial Group must do its part to increase the safety of our members, communities and staff. We are implementing new measures that will provide our members the ability to conduct their day-to-day banking while enhancing the safety of everyone.

Perhaps more than ever, this is a time to help others. As a credit union, community is at the core of our values, and our commitment to serving our members’ needs remains unaltered. As we navigate the new circumstances brought upon us by COVID-19, rest assured we are looking out for our members and our staff; things like providing staff with options to take care of their individual family situations, increasing the intensity of the cleanliness of our locations, and providing a variety of out-of-branch banking options. We will continue to create an action plan by monitoring the advice from our government and health leaders and will provide updates as things evolve.

Sincerely,

Greg Peacock
Interim CEO & CFO
TCU Financial Group



Branch Update

To reduce the risk for our members, staff and community we have made the following changes to our branch hours. We ask that members only visit branches only if it is absolutely necessary. You can manage your day-to-day banking needs either by using online banking, the mobile app or by calling MemberLine. 

If you are not set up for online banking, please call MemberLine.

Branch Access By Appointment Only

Effective Monday, April 13, 2020, we will be temporarily restricting access to our physical branch locations, and leveraging other banking channels to continue to serve you. This means branch services will be by appointment only. Please book an appointment online or by calling MemberLine.

Call Us Instead

We can help you achieve almost anything over the phone or via online banking. Call our team. We’d love to help.

1 (877) 828-4343

In order to optimize service levels we have temporarily closed our Saskatoon Arlington and Regina Rochdale branches in order to centralize operations. This enables us to continue serving our members while allowing for staffing absences and minimizing our public-facing footprint in alignment with Saskatchewan Health Authority guidelines for social distancing. 

Our Saskatoon Ludlow and Regina Quance branches have reduced their hours. Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.


ATMs at all locations will remain operational.

Saskatoon Branches

307 Ludlow Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Stonebridge: Temporarily closed
Arlington: Temporarily closed

Regina Branches

2615 E Quance Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Rochdale: Temporarily closed


If you are facing financial challenges as a direct result of COVID-19, below is a list of resources that may provide relief:


Financial Relief Program

If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a relief program that will offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.


For Business Members

We have created a Financial Relief Program to help our business members navigate the challenges of COVID-19. We are working with business members to provide personalized solutions for their business. To discuss your options please contact MemberLine or your Business Solutions Account Manager.

The Government of Saskatchewan has set up a Business Response Team and programs including deferrals and funding for PST, provincial utilities and self-isolation support. They have also provided information on where you can submit your solutions and/or ideas to fulfill the necessary supplies related to COVID-19. Find out how to access these here.

Canada Emergency Business Account

The Canadian Emergency Business Account (CEBA) is a program created by the Government of Canada in partnership with Export Development Canada (EDC) to provide small businesses access to capital to help them through the current challenges of COVID-19.

TCU Financial Group is now accepting applications for the Canada Business Emergency Account (CEBA). To learn more or apply through our secure online portal, please click here.

If you have questions about CEBA or other programs please contact our Business Solutions team by emailing us at business-solutions@tcu.sk.ca.

Canada Emergency Wage Subsidy (CEWS)

The federal government has released a program called the Canada Emergency Wage Subsidy (CEWS) that provides Canadian employers who are eligible with a 75% wage subsidy for up to 24 weeks, retroactive from March 15, 2020 to August, 2020.

TCU Financial Group is working with the federal government to provide direct deposit for businesses who are eligible for CEWS. If you are interested in applying for CEWS please follow these steps:

  1. Visit the Government of Canada’s website to see if your business is eligible.
  2. Before you submit your application, set up your direct deposit information through TCU Financial Group Small Business Online Banking. Members who already have their CRA direct deposit for payroll set up do not need to use this system to receive CEWS.
  3. If your business is eligible you will apply directly with the Government of Canada.
  4. Submit your application to the Government of Canada and any approved CEWS funds will be directly deposited into your bank account.

If you have any issues or questions about setting up your CEWS direct deposit through Small Business Online Banking, please contact MemberLine or your Account Manager.

Please note that CEWS direct deposit will not work with other Government of Canada programs and will only transmit approved CEWS funds.

Set up CEWS Direct Deposit

For Individuals

A number of provincial and federal government programs are available for individuals to access relief from the direct impact of COVID-19:

Government of Saskatchewan

  • Job protected leave
  • Self-isolation support
  • Student loan repayment moratorium
  • Labour market services
  • Immigration Services

Government of Canada

  • Employment Insurance
  • EI Sick Benefits
  • Work Sharing
  • Emergency Care Benefit
  • Enhanced Child Care Benefit
  • Goods and Services Tax Credit
  • Immigration and Temporary Residents
  • Student Loans

CRA Direct Deposit for Canadian Emergency Response Benefit

The Government of Canada is providing aid measures for those affected by COVID-19 through the Canadian Emergency Response Benefit. (CERB). For more details, and to see if you are eligible, please visit the Government of Canada’s website.

To help people receive payments sooner, TCU Financial Group has added the ability to set up your CRA direct deposit through online banking. If you are already set up with direct deposit with the CRA, you do not need to reapply.

Please note: Enrolling for CRA direct deposit does not register you for CERB.

Click here to set up your CRA direct deposit through online banking.

If you have any questions please contact MemberLine.


Mastercard Updates

Contactless Transactions Increase

We are temporarily increasing the limit for contactless transactions from $100 to $250 for TCU Financial Group Mastercard holders (wherever these merchants have enabled acceptance of higher contactless transactions).

This increase will allow members to complete more contactless transactions, thereby reducing the need to touch the PIN pad or merchant terminal when making a purchase, creating a safer and more efficient transaction.

Travelers Stuck Outside of Canada

If you are a TCU Financial Group Mastercard holder who is stuck outside of Canada because of COVID-19 and need funds to return to Canada you can apply for an Overlimit Approval from Collabria. This only applies to expenses related to COVID-19 impacts. For example, food, shelter, medical expenses, prescriptions, car rentals or airline tickets. Please call Collabria to inquire 1-855-341-4643.

Temporary Interest Rate Reduction

Personal and Business Mastercard members affected by COVID-19 may qualify for a temporary interest rate reduction to 10.9% on purchases and cash advances for up to 3 months. This applies to all cardholders except those who are already in a low interest rate product such as the Centra Gold or FlexRate Mastercard. 

To apply for an interest rate reduction please call Collabria at 1-855-341-4643.



Frequently Asked Questions

Are branches still open? Expand/Collapse


Effective Monday, April 13, 2020, we will be temporarily restricting access to our physical branch locations, and leveraging other banking channels to continue to serve you. This means branch services will be by appointment only. Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.

We have temporarily closed our Saskatoon Arlington and Regina Rochdale branches to help us continue to provide services while allowing for staff absences and to minimize our public-facing footprint in alignment with Saskatchewan Health Authority Guidelines.

ATMs will remain operational at all locations

Members can conduct a majority of their day-to-day banking needs through Online Banking or the Mobile App or by calling MemberLine. If you are unsure if a service you require can be done via these methods, please call MemberLine first to confirm before visiting a branch.

Branch Safety

If you do need to visit a branch, we ask that you please follow these safety measures:

  • Keep two meters between you and the person in front and behind you while waiting in line.
  • Do not shake hands and avoid touching objects or surfaces whenever possible.
  • Use the hand sanitizer located at the entrance of the branch upon entering and leaving.
  • If you are experiencing any flu-like symptoms or have recently travelled and have not completed your 14 day self-isolation we will be unable to serve you. Please call MemberLine for assistance.

What are my options for banking if I cannot visit a branch? Expand/Collapse


Our online and mobile banking solutions continue to provide fulsome services, and a full list of services for all of your day-to-day banking transactions is available on our website. Should you need any assistance with online services, you can contact our MemberLine Team for additional service support. 

Download the Mobile Banking App

Log in to Online Banking

Use ATMs at our network of over 4,000 Credit Unions

MemberLine Support
Toll Free: 1-877-828-4343
Saskatoon: 306-651-6500
Regina: 306-546-7800

I need financial assistance due to COVID-19. What are my options? Expand/Collapse


If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a Financial Relief Program that may offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.

I need to speak to an Account Manager. How can I get a hold of them? Expand/Collapse


All of our Account Managers can be reached by booking an appointment through our online booking software or by calling MemberLine. We are offering phone appointment options to increase the safety of our members and our staff.  

Click here to book an appointment online or call MemberLine.  

How do I pay a bill without visiting a branch? Expand/Collapse


All utility bill payments can be processed through an ATM. They are open 24/7 at all TCU Financial Group branches. 

The best way to manage and pay your bills is through online banking. You can make payments by clicking on Payments when logged into online banking. You can add payees, schedule payments and more from this screen. 

We recommend this to be the way you pay your bills. If you are not setup for online banking, contact MemberLine to get set up. 

How do I deposit cheques or cash? Expand/Collapse


Cheques can be deposited using Remote Deposit Capture through your mobile app. Click here for more information of how to use Remote Deposit Capture.

You deposit a cheque at any ATM that are operating 24\7 at all five of our branches

Cheque deposits are subject to applicable holds. If you have questions about any holds on your account contact MemberLine

Cash deposits are available immediately.

How do I make business deposits? Expand/Collapse


Deposit bags are available to our Business members upon request for use of the night drop slot. All deposits are processed the following business day in dual custody. The night drop is checked and processed every hour during the hours of 9:00 am until 4:00 pm at our Ludlow and Quance branches only. Rochdale and Arlington branches will process deposits by the end of the next business day.

Customer Automated Funds Transfer (CAFT) is a digital service that can help increase the efficiency of your deposits and withdrawals. If you are not set up for CAFT, please contact a Business Solutions Account Manager or MemberLine to get started. 

e-Transfers are another option to quickly and safely send and receive money. e-Transfers have a daily limit of $3,000 and a weekly limit of $10,000. You can send e-Transfers through online banking or the mobile app. To learn more about e-Transfers please click here.

If you need to adapt the way you receive payment from your customers, First Data is available to accept payment through debit cards, credit cards and online purchases. If you would like to get setup with First Data, please book an appointment online or contact MemberLine.  


How do I get a bank draft? Expand/Collapse


Contact
MemberLine and request a bank draft.

A pick up time will be scheduled at either the Ludlow (Saskatoon) branch or Quance (Regina) branch.

How do I order cheques? Expand/Collapse


You can order regular cheques by calling MemberLine or through online banking. Log in to your online banking account and select Account Services in the menu on the left. 

We ask that you do not use any previous order forms that you may have to order cheques. 

How do I send a wire transfer? Expand/Collapse


Contact MemberLine
 and we will help you complete your wire transfer.

How do I make a cash withdrawal? Expand/Collapse


All of TCU Financial Group's ATMs operate 24\7.
 Members without additional restrictions are able to withdraw up to $800 per day from an ATM.  You can withdraw funds from any dingFREE ATM at no charge. 

If you require a larger withdrawal please contact MemberLine to discuss other options available to you.

How do I transfer funds between my accounts? Expand/Collapse


Funds can easily transferred through online and mobile banking. Log in to online banking and select Transfers from the menu on the left. From this screen you can transfer funds between your accounts or another member. 

You can also send transfers via Interact e-Transfer. For more information about e-Transfer click here.

Or you can contact MemberLine to transfer funds.

How do I request a stop payment? Expand/Collapse


Stop payments for your transactions, such as cheques, can be managed through online banking. 

Or contact MemberLine and they will be able to assist you further.

What cash services are available for my business? Expand/Collapse


Business members with specific cash needs, for example need coins, can contact MemberLine to place orders. 

Pick up will be available at either Ludlow (Saskatoon) branch or Quance (Regina) branch at a pre-arranged time.

How do I get a Member Debit Card? Expand/Collapse


Contact MemberLine
 to order your Member Debit Card.

I am currently out of the country and don't have a secure Wi-Fi connection to conduct online banking, what should I do? Expand/Collapse


Contact MemberLine by calling us at +1 (306) 651-6500 and we would be happy to assist you pay bills, transfer funds and other day-to-day banking transactions. 

Please be aware that due to high call volumes your wait times may be longer than usual. We thank you for your patience as we work to help all our members.

How do I access my safety deposit box? Expand/Collapse

Contact MemberLine to talk about your options.

How is my travel insurance through my TCU Financial Group Mastercard impacted by COVID-19? Expand/Collapse


For all new bookings, COVID-19 is now considered a known reason and is no longer covered by trip cancellation and interruption.


If you have booked travel with your TCU Financial Group Collabria Mastercard we ask that you please contact Desjardins Financial Security Life Assurance Company directly to learn specific information of your personal situation and your travel coverage during the COVID-19 outbreak.

Please contact Desjardins Financial Security Life Assurance Company if you have the following TCU Financial Group Collabria Mastercards:

  • Travel Rewards Gold Mastercard
  • US Dollar Mastercard
  • World Mastercard
  • Platinum Business Mastercard

Contact Information

Desjardins Financial Security Life Assurance Company

Telephone: 1-800-463-1623
desjardinstravelinsurance.ca

 

How is TCU Financial Group protecting members and employees? Expand/Collapse


To do our part to help flatten the curve we have implemented various safety measures.

  1. We have increased our hygiene and sanitization measures with our janitorial staff.
  2. We have cancelled all in and out-of-province travel for all employees.
  3. All staff members who are able to work from home are doing so, and we are encouraging everyone to self-isolate and practice social distancing.
  4. We are postponing our Annual General Meeting and all other company events until further notice.
  5. We are encouraging members to only visit branches in-person if it is necessary.

We will continue to follow guidelines set by the Saskatchewan Health Authority as the COVID-19 situation evolves.

News Updates

Update: March 19, 2020 Expand/Collapse


Dear Members,

The uncertainty of the COVID-19 outbreak has created challenges that everyone in our communities are working together to overcome. TCU Financial Group must do its part to increase the safety of our members, communities and staff. We are implementing new measures that will provide our members the ability to conduct their day-to-day banking while enhancing the safety of everyone.

Financial Relief Program

If you are facing financial challenges as a direct result of COVID-19, we are here to help. TCU Financial Group has implemented a relief program that will offer personalized solutions to members impacted by the COVID-19 outbreak.

If you require assistance, please call MemberLine or contact your Account Manager to discuss personalized solutions and financial support.

Branch Update

Beginning Monday, March 23rd our Saskatoon Ludlow and Regina Quance branches will limit their hours. Both locations will be open Monday to Friday from 10:00am to 3:00pm for the foreseeable future.

We have temporarily closed our Saskatoon Arlington and Regina Rochdale branches to help us continue to provide services while allowing for staff absences and to minimize our public-facing footprint in alignment with Saskatchewan Health Authority Guidelines.

We ask that members refrain from visiting Saskatoon Ludlow or Regina Quance if at all possible. Members can conduct a majority of their day-to-day banking needs through Online Banking or the Mobile App or by calling MemberLine. If you are unsure if a service you require can be done via these methods, please call MemberLine first to confirm before visiting a branch.


Contact MemberLine

Toll Free: 1-877-828-4343
Saskatoon: 306-651-6500
Regina: 306-546-7800

MemberLine Hours

Monday to Friday: 8:00am to 8:00pm
Saturday: 8:30am to 3:30pm
Sunday: Closed

ATMs at all locations will remain operational.

Saskatoon Branches

307 Ludlow Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Stonebridge: By appointment
Arlington: Temporarily closed

Regina Branches

2615 E Quance Street
Mon-Fri: 10:00am to 3:00pm
Sat-Sun: Closed

Rochdale: Temporarily closed

Branch Safety

If you do need to visit a branch, we ask that you please follow these safety measures:

  • Keep a meter between you and the person in front and behind you while waiting in line.
  • Do not shake hands and avoid touching objects or surfaces whenever possible.
  • Use the hand sanitizer located at the entrance of the branch upon entering and leaving.
  • If you are experiencing any flu-like symptoms or have recently travelled and have not completed your 14 day self-isolation we will be unable to serve you. Please call MemberLine for assistance.

Update: March 17, 2020 Expand/Collapse


Please check back regularly for updates as we work through this evolving situation. 

Dear Members,

We wanted to provide an update on the actions TCU Financial Group is taking to safeguard the health and well-being of our members, our employees and their families during this time. Take confidence in knowing that we are updating our approach in real-time to stay on top of the ever-changing situation, so continue to check our website for the latest updates.

Our Leadership Team has taken a number of supportive measures to look after the needs of our members, our staff and their families.

  1. Centralizing Branch Locations in Saskatoon and Regina
    In order to optimize service levels, effective Thursday, March 19, we will be temporarily closing our Arlington and Rochdale branches in order to centralize operations in both Saskatoon and Regina respectively. This allows us to continue serving our members while allowing for staffing absences and minimizing our public-facing footprint in alignment with Saskatchewan Health Authority guidelines for social distancing.

    All employees from the Arlington and Rochdale branches will temporarily be relocating to the two branches listed below, or alternatively will be working from home. We will assess the timing of this in the days ahead. ATMs at all locations will remain in operation.

    Saskatoon Ludlow Branch
    307 Ludlow Street, Saskatoon, SK S7S 1N6.
    Mon-Fri: 9:30am to 5:00pm
    Sat: 9:30am to 3:00pm

    Regina Quance Branch
    2615 E Quance Street
    Regina, SK S4V 3B7
    Mon-Fri: 9:30am to 5:00pm
    Sat: 9:30am to 3:00pm

  2. Alternative Ways to Bank
    To follow the Saskatchewan Health Authority recommendations for social distancing, we encourage our members to only visit branches for transactions that require counter service.

    Our online and mobile banking solutions continue to provide fulsome services, and a full list of services for all of your day-to-day banking transactions is available on our website. Should you need any assistance with online services, you can contact our MemberLine Team for additional service support. 

    Download the Mobile Banking App
    Log in to Online Banking
    Use ATMs at our network of over 4,000 Credit Unions

    MemberLine Support
    Toll Free: 1-877-828-4343
    Saskatoon: 306-651-6500
    Regina: 306-546-7800

  3. Fraud Prevention
    At times like this, we are aware that there can often be an increase in fraudulent activity. We encourage our members to be vigilant and exercise caution if they receive any phone calls or emails asking them for personal or banking information. TCU Financial Group will never call to ask for personal information. For your security, we will provide you with ongoing updates should we hear of any fraudulent activity or scams.
  4. Caring for Our Community
    Perhaps more than ever, this is a time to help others. As a credit union, community is at the core of our values, and our commitment to serving our members’ needs remains unaltered. As we navigate the new circumstances brought upon us by COVID-19, rest assured we are looking out for our members and our staff; things like providing staff with options to take care of their individual family situations, increasing the intensity of the cleanliness of our locations, and providing a variety of out-of-branch banking options. We will continue to create an action plan by monitoring the advice from our government and health leaders and will provide updates as things evolve.

Sincerely,
Greg Peacock
Interim CEO & CFO
TCU Financial Group


Update: March 11, 2020 Expand/Collapse

COVID-19: Mastercard Travel Insurance Coverage

IMPORTANT - For all new bookings, COVID-19 is now considered a known reason and is no longer covered by trip cancellation and interruption.

If you have booked travel with your TCU Financial Group Collabria Mastercard we ask that you please contact Desjardins Financial Security Life Assurance Company directly to learn specific information of your personal situation and your travel coverage during the COVID-19 outbreak.

Please contact Desjardins Financial Security Life Assurance Company if you have the following TCU Financial Group Collabria Mastercard:

  • Travel Rewards Gold Mastercard
  • US Dollar Mastercard
  • World Mastercard
  • Platinum Business Mastercard

Contact Information

Desjardins Financial Security Life Assurance Company

Telephone: 1-800-463-1623
desjardinstravelinsurance.ca

Please be aware that depending on time of day that call wait times may be longer than normal.

As of today (March 6, 2020), travel advisories are in effect for: China, South Korea, Hong Kong, Iran, Northern Italy, Japan and Singapore. Please refer to the Government of Canada Travel advisory website for the most recent travel advisory and updates.

 

Find Branch/ATM

Enter address, postal code or branch name