We're here to help. Covid-19 Assistance

COVID-19 Response & Assistance

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As news about COVID-19 continues to develop, we want you to know that the health and wellness of our Members and employees are our top priority. You can count on us to continue doing our best to serve you and keep you informed.

In addition to this web page, you can follow us on Facebook, Instagram, Twitter, and LinkedIn for regular updates. We also recommend you log in to your RCU account profile to ensure your email and preferred phone number are current so you can receive important updates and communication from us.

We are here for you.

  • Click here for Federal Relief Assistance info

  • Financial Assistance Programs

    Redwood Credit Union has special financial assistance programs for those who are financially impacted by loss of income as a result of COVID-19, including: 

    • 90-day payment deferrals on all consumer, credit card, mortgage, and business loans
    • Early withdrawals from RCU certificates of deposit (CDs) without any penalty
    • Other financial assistance programs tailored to the Member’s individual situation

    Please call us at 1 (800) 479-7928, option 2 if you need assistance due to financial hardship resulting from the pandemic.

    RCU is automatically providing the following assistance. No action needed.

    • As of March 16th, RCU will be waiving all late fees for the next 90 days.
    • Loans will not be reported as delinquent to the credit bureaus during any payment deferral period.
    • Reversal of Overdraft Protection Advantage (OPA) and non-sufficient funds (NSF) fees until further notice .
    • Automatic reversal of Overdraft Protection Advantage (OPA) and non-sufficient funds (NSF) fees through May 31, 2020. Learn more about avoiding overdrafts here.

  • Branch Updates

    For the most current branch updates, click here.

    We're committed to ensuring continued and uninterrupted service to Members.

    Please be assured, all our offices and branches are following the advice provided by the CDC. This includes:

    • Social distancing, face coverings, and shields: To follow social distancing guidelines, Members are being asked into the branch one by one as a representative is available to serve them. Members in line will be safely distanced and invited into the branch as quickly as possible. Our employees are also wearing face coverings as recommended or required by their respective county public health guidelines, and we have installed shields to help protect our employees and Members during branch visits.
    • Increased cleaning: Our branches are following the advice provided by the CDC, including supplying hand sanitizer and anti-microbial soaps, along with extra cleaning efforts at all locations and ATMs.
    • Restroom access: For the protection of our employees and our Members, restrooms are currently limited to staff use only to minimize possible transmission of COVID-19.

    Many common transactions including transfers, stop payments, copies of checks or statements, payment deferral requests, and more can be completed without visiting a branch – learn how here.

    You can also get cash anywhere with free access to 30,000 CO-OP network ATMs and 50+ RCU ATMs. In addition, RCU reimburses other credit union and bank ATM fees so you have easy access to cash. Here are some suggestions about cash needs during a pandemic.

    Remember, your accounts at RCU are safe and federally insured up to at least $250,000. Learn more here.

    RCU Auto Services

    RCU Auto Services has reopened its physical location to serve your needs. However, for your convenience you can find, purchase, and finance your vehicle 100% online, from the comfort of your home. We’ll be here to help you along the way, with remote advisors available to answer your questions. Plus, at home or office delivery.

    All vehicles have been cleaned and sanitized, and staff is following the advice provided by the CDC, plus the Guidance for Automobile Dealers and Rental Employers.

    Please note, our hours have temporarily changed. If you have any questions or need assistance buying a vehicle, call us at 1 (877) 545-0800.

    Hours of Operation: Virtual sales are available 9 a.m. to 6 p.m. daily. The showroom is open Monday through Friday 10 a.m. to 5 p.m., Saturday 10 a.m. to 3 p.m., and Sunday 12 p.m. to 3 p.m. You can also browse our inventory 24/7 at rcuauto.com.

  • Security & Fraud Awareness

    Authorities are alerting consumers to beware of scams related to COVID-19/coronavirus. Examples range from criminals posing as World Health Organization officials conducting phone and phishing scams, to identity thieves harvesting credit card and other information on websites purportedly selling safety items.

    General

    RCU will never call or email and ask for your personal information. Don’t click links from senders you don’t know. Be wary of requests for money or account information.

    Direct Assistance Checks

    You can avoid fraud and scams when receiving direct assistance funds by keeping a few very important things in mind. Visit this RCU page to learn more.

    Investments

    Carefully investigate any potential investment opportunities coming your way right now. Consider this:

    • Before investing, ask questions about the risks and fees involved. Do your own research or seek the opinion of a financial professional who is registered with your local securities regulator.
    • Never invest in something you don’t fully understand. Don’t get involved if you have no specific experience in the type of business and would have to rely on others’ expertise.
    • Beware of sales techniques that include repeated phone calls, cold calls, or high-pressure sales pitches hyping the profitability of the deal.
    • Don’t be fooled by professional-looking websites boasting profits and featuring impressive-looking photos.
    • Watch out for anyone promoting cures in connection with COVID-19, or other investment opportunities related to the economic downturn.
    • Be wary of anyone who wants you to use your savings or sell current holdings to purchase overvalued assets or assets of uncertain or questionable value, such as cryptocurrencies or precious metals.
    • Check the licensing status of companies offering loans, investments, or other financial services by visiting the Licensee listing on the DBO website.

    If you come across someone you think is trying to defraud you, consider submitting a complaint to the California Department of Business Oversight (DBO) at https://dbo.ca.gov/file-a-complaint. Or you can call the Department's toll-free Consumer Services Office at 1 (866) 275-2677.

    Loans/Advances

    • Prequalified/Online Loans: Beware of online or text offers for fast, easy loans as these are almost always scams. Never share your account login information, or provide gift cards as “fee payment.” Learn more here. If you need a loan, talk to us first; we have many ways to help.
    • Loan or loan modification fee: If someone asks you to pay up front, contact the California Department of Real Estate (DRE) immediately at 1 (877) 373-4542. Advance fees for loan modifications are not legal in California. And collecting late fees is prohibited while a loan modification application is under review, a denial is being appealed, or a borrower is making timely payments.
    • Pension advance: Don’t fall for investors who offer to make cash advances if you’re willing to turn over future pension payments in exchange for an immediate lump sum cash payment.

    IRS

    • The CFPB just sent out a communication advising people to educate themselves on what the IRS will and will not ask of or do to an individual. Click here to learn more.

    Resources

    For more information about Coronavirus scams, visit our Security Center.

    Other helpful links:

  • Bank From Home with Digital Banking

    Our mobile and online banking gives you secure, 24/7 access to your accounts. By logging into your account you can:

    • Check balances and monitor account activity
    • Deposit checks with our mobile app
    • Make loan payments
    • Transfer money between RCU accounts or your accounts at other financial institutions
    • Pay bills with Bill Pay
    • Send money to anyone with RCUpay, our person-to-person payment system
    • Order checks
    • Obtain Verification of Deposit
    • Learn more >

    Please enroll now in online or mobile banking, or call us at 1 (800) 479-7928, option 5 for assistance.

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    Already enrolled in online banking?
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    App is available in Spanish

  • Community Resources

    The well-being of our Members and communities during the COVID-19 outbreak is important to us. Below are community resources for those needing assistance at this time.

    RCU has provided grants to many local nonprofits who are serving the immediate needs of people impacted by COVID-19 and the shelter-in-place directive. If you need assistance, please visit our grantee page here to find helpful resources in your area.

    COVID19.ca.gov is California’s primary resource for helpful information and updates on the coronavirus outbreak.

  • COVID-19 - Information, Resources and FAQs

    COVID19.ca.gov is California’s primary resource for helpful information and updates on the coronavirus outbreak.

    • Sonoma County Vintners Foundation: $1.2 million in assistance will be offered to individuals and families who have suffered financial hardship due to COVID-19. They’ll first prioritize those who live or work in Northern Sonoma County (Windsor to Cloverdale) and assist winery and restaurant employees from all across Sonoma County. Visit this page to see if you qualify and to apply.
    • The Restaurant Workers’ Community Foundation (RWCF): RWCF has launched a COVID-19 Emergency Relief Fund. The fund collects donations to provide relief to individual workers affected by the coronavirus and to create zero-interest loans to businesses. Visit this page to learn more.
    • Grow with Google Small Business Fund: The $125 million fund will deliver financing to help small businesses and nonprofits—especially those in distressed communities—hardest hit by the COVID-19 pandemic. Not yet open for applications, check this page for updates.
    • California Micro Loan Program: California is making $50 million available to create micro-lending opportunities for people who aren’t eligible for SBA relief, the Paycheck Protection Act and other disaster, emergency, injury disaster programs. Discover more about these loans here.
    • Sales & Use Tax Deferral: The California Department of Tax and Fee Administration (CDTFA) will allow small businesses with less than $5 million in annual taxable sales to defer payment on up to $50,000 of sales/use tax. Such deferrals will be interest free. For more information, visit this page.
    • Small Business Disaster Relief Loan Guarantee Program:The Small Business Finance Center (SBFC) is offering loans to California small businesses (1-750 employees) that have been negatively impacted or have experienced disruption by COVID-19. Funds from loan can be used for rent, payroll, etc. It guarantees up to 95% of the loan for 7 years, but terms can be longer. Qualifying small business owners can apply directly with a lender or get additional information by contacting one of the participating Financial Development Corporations, or get additional information here

  • Insurance & Payment Protection Resources

    To file an insurance claim, please contact your insurance carrier directly at one of the phone numbers listed below. We are available to provide assistance at any point in the claims process from beginning to end.

    When filing your claim, be sure to make a recorded statement while on the phone with the representative.

    Insurance carriers prefer to speak with you directly rather than your insurance agent when you file a claim. This will ensure you receive the most accurate information about your policy coverage and all of your questions are answered.

    If you have any questions or need help contacting your carrier, please contact RCU Insurance Services at (707) 576-5120.

    Redwood Credit Union (“RCU") has special financial assistance programs for Members impacted by COVID-19.

    Debt & Payment Protection Resources

    If you elected to have involuntary unemployment as part of credit insurance and/or debt protection on your RCU loan or credit card, you may be eligible to have up to six months of payments covered if your job status has been affected by COVID-19 and/or the statewide shelter-in-place order.

    Q: COVID-19 has been classified as a pandemic. Does this affect credit insurance or debt protection?
    A: No, pandemics are not excluded by either credit insurance or debt protection. COVID-19 is an illness and will be treated like other illness under the terms of your contract.

    Q: I’m not working because of the statewide shelter-in-place order. Can I file a claim?
    A: Yes, Members who are involuntarily unemployed and have the appropriate coverage on their loan are eligible.

    Q: How do I file a claim?
    A: You can submit a claim to RCU here or by calling us at 1 (800) 479-7928.

    Q: What happens after I file a claim?
    A: You will be contacted by CUNA Mutual within five days to complete a more detailed claim form and provide any needed documentation. You’ll be able to send this information back to CUNA Mutual and monitor the status of your claim via their web portal at myclaim.cunamutual.com or by contacting us at (707) 576-5221.

  • Educational Tools

    RCU partners with BALANCE to provide free credit counseling and other financial assistance and education for our Members. If you’re experiencing financial hardship due to the COVID-19 outbreak, you can contact BALANCE directly for one-on-one assistance by clicking here to schedule a free confidential phone discussion, or by calling 1 (888) 456-2227. Below are some additional resources.

    Preparing for Potential Financial Hardship

    Navigating Financial Hardship

    Recovering from Financial Hardship

  • Housing & Health

    Housing

    Evictions and foreclosures

    Almost all California foreclosures and evictions have been put on hold for the foreseeable future, including those in Sonoma County and Marin County). On April 6, the Judicial Council issued emergency orders that stop lenders from foreclosing on mortgages and landlords from evicting tenants, except where public health or safety are involved. Read more about that here.

    Homeowners facing foreclosure should be aware of these common scams:

    • Deed transfer to third party: Scammers may say that if you transfer the deed to your home to a third party, you will no longer be responsible for the mortgage payments. That’s not true. Transferring a title does not relieve you from your mortgage payment. They may ask for up-front fees to make the deed transfer and promise to rent the house back until you can afford to buy it back. If you’re facing foreclosure, investigate payment options with your mortgage servicer and do not sign your property away.
    • Intentional default: Scam artists may urge you to not pay the mortgage in order to get a loan modification. The terms and standards for a loan modification are always determined by the mortgage loan servicer—no one else. If you’re having difficulty making mortgage payments, contact your mortgage servicer directly or call a HUD certified counselor at 1 (888) 995-4673 for help.

    Many financial institutions, like RCU, have agreed to let homeowners impacted by COVID-19 delay or reduce their mortgage payments for up to three months. See the DBO’s page for more information or visit our Financial Assistance Programs tab on this page.

    Health

    To help people handle the physical and mental effects of COVID-19, Governor Newsom and the California Surgeon General tasked Dr. Burke-Harris with creating two helpful resources:

  • Travel Information

    Avoid nonessential travel and review travel advisories updated daily by the CDC here.

    If you need to change or cancel your trip—whether you paid with your credit or debit card or with rewards—we recommend that you start with your travel provider because many airlines and hotels are letting customers change travel to and from areas impacted by COVID-19.

    Changing or Canceling Trips Booked with Your Redwood Credit Union Credit or Debit Card

    • If you used your Redwood Credit Union credit or debit card to book travel directly with an airline, hotel, or other travel provider, the quickest way to find out if you can change your travel plans without a penalty is to check the provider’s website.
    • Go to your airline, hotel, car rental agency or other travel provider’s website to check the most updated cancellation options and rescheduling policies. Policies may change or be added at any time, so check for updates.
    • Follow the travel provider’s process to cancel or reschedule your booking. Providers may be experiencing high call volumes, so check their website for options to cancel or rebook online.
    • If your trip was cancelled and your travel provider has not correctly applied their change/cancellation policy, you can submit a billing dispute. To do this, log into online banking, choose Manage Cards, and then select Dispute a Card Transaction. If your trip is more than 30 days away and you’re not sure if it will still take place, contact us closer to your trip date as it may change between now and then.

    What to Know Before Traveling

    • Go to your airline’s or hotel’s website to learn about refund options, waiver policies, and more under the COVID-19 and Travel Alerts/Advisory sections.
    • Check your airline's website to find out if your flight has been delayed or canceled.
    • Check your airport to find out if they have specific travel advice for travelers. During times of travel disruption, allow plenty of time to get to the airport.
    • We recommend you check the travel advisories from the U.S. State Department and U.S. Centers for Disease Control and Prevention before traveling.

 

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Redwood Credit Union serves anyone living, working or owning a business in California’s Northern Bay Area, which includes the counties of Sonoma, Marin, Napa, Mendocino, Lake, San Francisco, Contra Costa and Solano. We look forward to serving you!

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