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. If you’ve lost income due to the pandemic, we’re here to help. Log in to your account or call us to learn about our Member Relief Programs for Ent loans. 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.

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.

Most, but not all, of our lobbies have reopened. You can check on your favorite center at Ent.com/open. To find out how we’re helping members bank safely in person, check out our short video.

Keeping everyone safe is our top priority. We’re doing that by limiting the number of lobby visitors, encouraging social distancing, requiring employees to wear masks and sanitizing throughout the day. To learn more, check out our short video. And because all lobbies follow these steps, everyone’s health is better protected. 

 

Online and mobile banking are still fastest and available 24/7. You can make transfers, check you balance, pay bills and more. To deposit checks with your phone or tablet, use our free app.

You can request a new debit card at an Ent drive-up or lobby. We’ll make your new card while you wait. Please know we’re working as quickly and safely as possible – and appreciate your patience.

 

 

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.

At this time, Shared Branch services are not available.

 

 

When you’re greeted at the service center, please tell the staff member you have an appointment.

No. Thanks to a change in federal rules, the Excessive Transfers Fee (Reg D) was discontinued. Reg D limited the number of monthly transfers and withdrawals you could make from a savings account before being charged a fee. The rule and fee are both discontinued.

 

Yes, ITMs are operating per our normal 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. As we transition to the new normal, employees are wearing masks and practicing social distancing. Increased sanitizing in our buildings and service centers remains in place. And we have special policies to support those who are ill or at high risk.