Quick answers to your most frequently asked questions
While the COVID-19 situation continues, our top priority is the health and well-being of our members, employees and communities. We will continue providing the essential banking services you need and the expert financial advice you rely on through these times of uncertainty.
We will continue to update this page when new and relevant information is available.
If you find yourself in a situation where you're struggling financially, please talk to us. Our team of expert advisors are here to help you find solutions.
The government of Canada offers two EI programs to assist Canadians who have lost their jobs as a result of COVID-19, click the links for more information and to apply:
You can find your direct deposit information in one of two places. If you have a cheque for your account, then you'll see the direct deposit information you need printed on the bottom of the front of your cheque. If you do not have a cheque, you can log in to online banking and get this information from the top right "Account Details" section on your account transactions screen. Learn more on our direct deposit support page.
After you’ve applied to either program, you can apply to have the one-week waiting period waived by calling the government's toll-free number at 1-833-381-2725, or teletypewriter at 1-800-529-3742.
Inform your landlord of your inability to pay immediately but continue to self-isolate at home as per government health authority advisories. The province of B.C. recently announced a suspension of evictions, a freeze on rent increases and up to $500 a month for three months to help tenants make ends meet and keep their homes for the duration of the provincial COVID-19 emergency.
The new ban means landlords cannot issue a new notice to end a tenancy for any reason and existing orders will not be enforced, though there are exemptions for the latter. The application portal from the provincial government is still under development. Check https://www2.gov.bc.ca/gov/content/home for updates.
A variety of measures have been implemented to reduce the impact of COVID-19 for Mastercard cardholders.
Contact Mastercard cardholder support at 1-855-341-4643 to learn more.
The Government of Canada has closed enrolment for the Canada Emergency Business Account (CEBA). If you have an existing loan, refer to https://ceba-cuec.ca for information on repaying your loan and other program details.
A variety of measures have been implemented to reduce the impact of COVID-19 for Mastercard card holders.
Contact Mastercard cardholder support at 1-855-341-4643 to learn more.
Your Island Savings Mastercard credit card now features a temporary limit increase for contactless transactions from $100 to $250. This benefit is available to you wherever merchants have enabled higher contactless transaction amounts. This increase will allow you to complete more contactless payments and reduce the need to touch the PIN pad or terminal.
If you had to cancel or interrupt your trip due to COVID-19, some expenses that you incurred on your Island Savings Mastercard credit card may be eligible for reimbursement. You can now submit your travel insurance claims online. To do so, click “Claim” on our insurance partner’s page to find the right claim form that fits your submission. Follow the applicable steps to process your claim and send it directly to the insurer. This insurance is available on select Island Savings credit cards, including the Travel Rewards Gold, World, US Dollar, and Platinum Business Mastercards.
The requirement to wait six months before getting a higher credit limit has been waived and if you’ve been impacted by COVID-19, you receive priority service. In addition, if you’re currently stuck outside of Canada due to COVID-19 and struggling to meet basic living requirements while waiting to return or need funds to return, Mastercard is temporarily increasing credit limits and creating faster turnaround times for approvals on those limit increases. Contact Mastercard cardholder support at 1-855-341-4643 to learn more.
We can serve nearly all your banking needs in ways that don’t require you to visit a branch in-person, through:
We have many digital solutions to meet the financial needs of your business including payroll, preauthorized payments, remote cheque deposit, Interac e-Transfer, and of course our industry-leading online banking and mobile banking app, available to you 24/7.
You can also call our Member Advice Centre at 1-888-597-1083 and speak to one of our financial experts Monday to Friday 8 a.m. to 8 p.m., Saturday 8:30 a.m. to 4 p.m., and Sunday from 11 a.m. to 3 p.m. We can serve almost all of your routine transactional and banking needs remotely, without you needing to leave the comfort and safety of your home or business. We appreciate your patience if call volumes are higher than normal during this time.
Our ATMs remain accessible 24 hours a day, seven days a week. Remember, you can use any ATM on the Exchange network, free of charge – this includes ATMs of most other credit unions, HSBC and others.
Yes, our night deposit service continues to be available at all branches. If you currently do not have night deposit access and want to access it, please visit one of our branches to gain access to this service.
Check our branch locator for up-to-date information on branch hours. You can also use the branch locator to find the next closest branch location.
We’re continuing to follow the direction from the Government of Canada and the Government of B.C. by taking proactive measures to ensure our members and our employees are optimally protected. We have enabled work-from-home arrangements wherever possible, put in place guides for recommended physical distancing guidelines of two-meters are followed in our locations. Branches are held to the highest standards of cleanliness and we’ve implemented enhanced disinfection procedures and have installed plexiglass shields for Member Advisors at all our open branches.
We’re also requesting your help in protecting our employees and your fellow members by avoiding in-person visits to your branch unless necessary.
Debit card tap limits are set by Interac® as a security measure and those limits can’t be increased. Similarly, Apple Pay, Google Pay and Samsung Pay also have $100 limits for security purposes.
Your Island Savings Mastercard credit card, however, now features a temporary limit increase for contactless transactions from $100 to $250, which is available at merchants that have enabled higher contactless transaction amounts.
One of the ways we protect our members from fraud is by maintaining hold limits on cheque deposits. The length of the hold depends on a variety of factors including the type of membership and where the deposit took place. Contact us to learn more.
Unfortunately, there are individuals who will see these times as an opportunity to take advantage of people. In your online or phone interactions, always use safe internet, email, text messaging and phone practices. Never click links that ask you to update personal information and never give out personal information on the phone. Island Savings will never call you and ask you for your personal details. The only time we may need to verify your identity over the phone is when you call us. If you have any concerns, please call our Member Advice Centre at 1-888-597-1083.
An unauthorized transfer doesn’t necessarily mean you’ve been scammed. Look for unfamiliar vendors and odd transfer amounts (for example, $1). If you know the vendor and the amount doesn’t seem out of the ordinary, there’s a good chance it was simply a mistake and you can dispute the charge. If you suspect fraud, contact us as soon as you can.
If you suspect that you may have been in contact with a fraudster, stop using the device that you think the fraud may have involved and change your banking passwords. If you can successfully change your password, there is no additional risk to banking online from another device.
We are actively recruiting for roles across our credit union. Because of COVID-19, however, the start date for new employees could be impacted. We are also conducting interviews via video conference and telephone as opposed to in person. For more information on recruitment during COVID-19, visit firstwestcu.ca/recruitment-during-covid-19/
Speak to an advisor on the phone or at a branch.
We acknowledge that we have the privilege of doing business on the traditional and unceded territory of First Nations communities.
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