Information about COVID-19

Limited Operations
 

Updates from Excite CU

Important information for our members 

 
March 31,  2020 

A message to our Members
The health and safety of our members and employees is always our top priority and with the recent outbreak of COVID-19 (the coronavirus), we would like to share with you the ways we at Excite CU are ensuring continued safe and effective operations.

At this time, our branches are open with some modified business hours and we are making the following changes to our branch services:
 

  • Appointments are required at our Racine, North Carolina branch and at our Sunnyvale, California branch and are encouraged at all our branches – Schedule a Branch Appointment here
  • Limiting the number of members in the branch at any given time
  • Requiring 6 ft. of space around persons in waiting areas
Provided Emergency relief on Credit Cards:
Qualified members with an Excite credit card opened prior to March 24, 2020 received a $500 permanent credit line increase. Members received access to these additional funds immediately. We helped 5,969 members with this credit card limit increase.
Exclusions: Maximum credit limit $30k per line ($50k aggregate), Secured cards, delinquent, over-limit, delinquent and over-limit, lost, BK, closed, revoked, authorization prohibited, frozen, fraud, and charged off.

Providing Emergency relief on Mortgage Loans:
At Excite, we’re all about stepping up to better. We are offering members impacted by COVID-19 with an existing Excite Mortgage 6-months mortgage loan payment relief. Impacted members may submit an application to determine eligibility here. Due to high volume, please allow 15 days for processing.

Here are some more ways we can help:
 
Emergency Skip-a-pay for Vehicle and Personal Loans
  •  Zero fees
  •  Must be current on your loans
  •  Won’t be counted against any other Skip-a-pay annual limits
 
Emergency Loans
  •  Fixed Rate 5.99%
  •  Up to 60 months
  •  No Payments for 90 days
  •  Must qualify based on standard credit-worthiness
     
We are here to help you in this time of uncertainty.  If you have questions, please send us a secure message from Online or Mobile Banking, or you can call us at 800.232.8669.


Self-Service Options
We are currently experiencing higher than usual call volumes. To help keep our team focused on first addressing the needs of members directly impacted by this outbreak, please leverage self-service tools, such as those listed below, as an alternative to calling our Service Center.

The Excite Mobile App
Deposit checks, pay bills and more 24/7.
Available in the iPhone App store
Download from Google Play

Online Banking
Expanded account management options 24/7.
Register here

Non-urgent Requests
Email us for a response in 2 business days.
EMAIL US
Due to higher than normal volume a response can take up to 5 business days. Please be patient as we work through this.

 

Steps we are taking to stay safe


Monitoring - Our teams are actively monitoring recommendations and guidance from the Centers for Disease Control (CDC) and federal, state and local agencies to help ensure the actions we are taking are in line with best practices.

Communication - We are also actively communicating with our employees to ensure our entire organization is prepared to act on any guidance we may receive.

Cleansing - We have made hand sanitizer stations readily available for our members and employees throughout our branch and back-office facilities and we are also conducting additional cleaning as appropriate, with a particular focus on high-touch surfaces and common areas.

Support - We continue to offer our members access to their accounts remotely 24/7 quickly and easily using our mobile app on a smartphone or tablet and through our desktop Online Banking. Using these tools, our members can access their accounts, deposit checks, pay bills, and/or transfer funds.

Relief – Excite CU also stands ready to assist members who have been directly affected by COVID-19 by offering financial obligation relief and assistance plans, should they become necessary.

 



Watch out for phishing scams
Be on the lookout for suspicious emails, text messages and phone calls leveraging the COVID-19 outbreak to convince you to share sensitive information such as usernames and passwords, download software, or make purchases or donations. Scammers often pose as a government agency, company, or even a charity.

Federal Trade Commission - What the FTC is doing
AARP - Coronavirus Scams Spread as Fraudsters Follow the Headlines
World Health Organization (WHO) - Beware of criminals pretending to be WHO
 

Keeping Informed
Stay informed with the latest updates and tips on how to limit the spread of COVID-19 (the coronavirus) by regularly checking information from federal, state and local agencies including:

CDC - Centers for Disease Control & Prevention
 
WHO - World Health Organization
 
DHHS - Department of Health & Human Services
 


Frequently Asked Questions

Information and answers to help keep you informed throughout this outbreak.

 
Have business hours been affected or changed?
No. We are operating with our normal business hours at most member service center locations. Please note: Our Robertsville Branch has temporarily closed to allow team members to be home with their kids due to school closures.

Excite CU has a dedicated webpage with information about potential service interruptions as a result of COVID-19 (the coronavirus), which will contain any information about reduced hours, temporary closures or other branch service alterations.

How can I access my accounts without going to a branch or a CO-OP location?
To quickly and easily deposit checks, pay bills, and manage your money remotely 24/7, use the Excite CU Mobile App on a smartphone or tablet, or log in to Online Banking. If you have not signed up for Excite online banking, please register here.

Our teams are focused on first addressing the needs of members directly impacted by this outbreak or whose requests can only be resolved with the assistance of a live person. If you do need to reach us by phone, our staff is available at 800.232.8669.

Should I expect longer than normal wait times on the phone?
Yes. For the health and safety of our members and employees, the team at Excite CU is committed to following best practices for social distancing. As a result, our Service Center is operating with reduced capacity and members calling for service may experience longer than usual wait times.

For faster service 24/7, we encourage you to use the Excite CU Mobile App on a smartphone or tablet, or log in to Online Banking. If you have not signed up for Excite online banking, please register here.

Don’t forget to always wipe down your devices.

Use our CALL BACK feature and don’t lose your place in line.
How to use the call back feature:

  •  Please hold menu will sound asking you to hold. 
  •  In 20-30 seconds you will be prompted to press “1” to receive a call back from one of our team members. 
  •  You will then prompted to enter the phone number, with area code first, to receive a callback. 
Should I expect payments and deposits process by regular mail to take longer than usual?
Yes. For the health and safety of our members and employees, the team at Excite CU is committed to following best practices for social distancing. As a result, we have limited the number of staff in our mailroom and members will experience delays in the processing of deposits and payments sent via regular mail.

To quickly and easily deposit checks, pay bills, and manage your money at home 24/7, we encourage you to use the Excite CU Mobile App on a smartphone or tablet, or log in to Online Banking. If you have not signed up for Excite online banking, please register here.

Don’t forget to always wipe down your devices.

Will the processing of my direct deposit be impacted?
No. There are currently no service interruptions to our ability to process direct deposit. Your direct deposit should post at the scheduled interval you have selected.

If you find that you have not received your direct deposit, please contact your employer to ensure that it was sent.

Will the opening or processing of my loan application be delayed?
Potentially. We are continuing to process all loans and other transactions as quickly as possible, but there could be a delay in our ability to handle applications as quickly as usual due to some county office closures.
Here is the loan process we have in place today:
Vehicle, Credit Cards, Personal, Emergency Loans – no delay
Mortgage Loans and Home Equity – May experience possible delays due to county or service provider closures in California and attorney offices in North Carolina.

However, we will continue to process loan applications. If our ability to process loan applications changes, updates will be shared on our dedicated webpage with information about potential service interruptions as a result of COVID-19.

Am I still able to withdraw my money if I need access to cash?
Yes. If you need to withdraw cash, you may do so at over 30,000 CO-OP ATMs. To locate an ATM please visit excitecu.org/locations.

Is the money I have deposited at the credit union safe and insured?
Yes. Excite CU is a federally insured credit union and has the backing of the National Credit Union Administration (NCUA) which operates the National Credit Union Share Insurance Fund (NCUSIF). The Share Insurance Fund has the backing of the full faith and credit of the United States. Credit union members have never lost even a penny of insured savings at a federally insured credit union.

NCUSIF parallels Federal Deposit Insurance Corporation (FDIC) insurance in banks.
Excite CU share accounts are insured up to $250,000 per individual accounts.
Individual Retirement Accounts (IRA) are insured separately up to $250,000.
Joint accounts are insured separately up to $500,000 (maximum $250,000 for each joint owner). The interest that a joint owner has in all joint accounts will be added together and insured up to $250,000.

Insurance for Trust, Fiduciary, and Business (Partnerships, Limited Liability Companies, or Corporations) accounts may vary.

For additional information, please visit the NCUA website.

Do I need to withdraw large amounts of cash during this time?
No. Most businesses (especially food delivery companies) prefer consumers to use contactless methods of paying. During this time, your Excite credit or debit card will continue to work, and can easily be added to your digital wallet. Rest assured your money continues to be more useful to you in your Excite account as well as insured.
How much can I withdraw from the ATM?
During this time, we have increased the daily withdrawal allowance from our 30,000 surcharge free ATMs to $1,000.
Are there restrictions to the total amount available from check deposits?
Yes, however during this time, we have increased the daily limit available to $1,000.

Is Excite CU offering financial assistance to those impacted by COVID-19?
Excite CU stands ready to assist members who have been directly impacted by COVID-19 (the coronavirus) by offering financial obligation relief and assistance plans, if necessary.  Please contact Excite CU to discuss your situation and learn about potential financial obligation relief programs we have in place to assist members in their time of need.

How is Excite CU taking care of employees during this time?
Excite CU is committed to helping its employees navigate this ever evolving and difficult situation. We are working with employees on a case-by-case basis to determine, if possible, a work-from-home or alternative work arrangement.

Employees who are any slight symptoms whether a cold or allergies are to remain home are remaining home, so that they can take the necessary time to recuperate and help prevent the spread of germs to others. Please note no Excite employee has been diagnosed to have COVID-19.

All employees, both hourly and salaried, will continue to receive their paychecks and benefits as they normally would. While each individual employee’s situation is unique, we are prepared to assist them in any way we can.