COVID-19: Member FAQs

We care about the safety of our members, community and employees and are here to help in this time of need.

 

Please refer to the FAQs below. If you don’t find the information you’re looking for or have further questions, please contact us securely in Online Banking or call: (719) 574-1100 or 800-525-9623. Please be aware that hold times will be longer than normal. We will do our best to take your call as quickly as possible.

We understand the COVID-19 pandemic is having an enormous financial impact on our members. In response, we are suspending or drastically reducing fees, lowering interest rates and deferring loan payments. We have also increased how much you may withdraw daily from our ATMs/ITMs. These are just some of the ways we can help you through our COVID-19 Relief Programs. Just ask us. We’re here to help.

At this time, we are especially thankful to be a not-for-profit financial institution. This allows us the flexibility to do what is in everyone’s best interest – rather than what’s best for the bottom line. That includes donating to nonprofits which are supporting the community in this unprecedented time of need.

We remain committed to doing the right thing for the health of our members, our employees and our community during the COVID-19 pandemic. This is why we are temporarily shifting to drive-up service only at our service centers which allows safer social distancing between staff and members. You can find our locations with drive-up service HERE.

After careful review, we determined that temporarily shifting to drive-up service only at our service centers allows our members to continue banking in person while also helping keep everyone safe. Our staff will sanitize their hands between transactions and clean the tubes with disinfecting wipes as well. We also urge you to sanitize your hands before and after using the drive-up.

We will continue to do what’s best for the health of our members and our employees. In the meantime, we’re here to support your financial health and offer advice. We look forward to seeing you again once everything gets back to normal. Thank you for your understanding and patience.

Yes it is!  Please be assured, your funds are insured up to $250,000 for each type of account ownership you have, whether it’s an individual, joint or payable on death beneficiary account. Your funds are federally insured, backed by the U.S. Government.

Accounts maintained in separate forms of ownership may be separately insured up to the $250,000 maximum. You may refer to mycreditunion.gov for a share insurance calculator, or let us take a look at your account to determine your specific coverage.

Get cash: Use an ATM/ITM or visit an Ent Service Center with drive-up service.  

Bank by phone: our member service representatives are available 7 a.m. to 6 p.m., Monday through Friday and 8 a.m. to 4 p.m. Saturdays at (719) 574-1100 or 800-525-9623. You can also call and follow the automated prompts to hear your account balance. 

Bank 24/7 online: make transfers, check balances, pay bills and more with free online and mobile banking.

Deposit checks with your phone: tap, snap, deposit checks from your phone or tablet with our app.

In support of your fellow Ent members, if you are able to bank online, on your mobile phone, or at an ATM/ITM, please do so. In addition to faster service, this will also free up our staff to more quickly help members whose only option is to bank by drive-up or phone. While it may take us longer to answer the phone, please know we will answer every call as quickly as we can.

While it may take us longer to answer the phone or serve you at a drive-up, please know we will assist every member as quickly as we can.

You can request a new debit card at an Ent drive-up. Please be aware, lines may be long. We appreciate your patience as we are working as quickly as possible to assist each member.

During normal lobby hours, our service center staff will let in one member at a time to access their safe box. Note: this service if available for safe box access only.

During this time of limited service center access, Shared Branch services are not available.

We are working to serve you with as little interruption as possible. If you already have an appointment, please contact the Ent representative directly to ask if you’ll be meeting in person or via phone.  

Because we understand at this time you may need to access your funds more frequently, until further notice we are suspending online transfer fees, and will not limit the number of transfers.

We are currently operating under these standard business hours.

We are doing everything we can to answer the phones as quickly as possible, including re-deploying staff to assist with answering phones. We appreciate your patience as calls are coming in at a record-setting pace. If you just want to hear your balance – it’s automated. Just follow the account balance prompt.

If you’d like to avoid holding, your quickest option for checking your balance, making transfers and other transactions is our free Online and Mobile Banking service which you can quickly start today.

Thank you for asking. We continue to support what’s best for our employees’ health. We have increased our cleaning efforts, provided wipes and sanitizer to help protect employees in our buildings and service centers, while reinforcing and supporting social distancing measures in these locations. And we’ve equipped hundreds of our people to work from home. Those ill, at high risk or unable to work from home will not have to use their vacation/sick time and will be paid as usual.