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FAQ about SAFE’s response to the coronavirus situation

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What is COVID-19?

COVID-19 is a novel strain of coronavirus first detected in China in late 2019 and has since spread to numerous countries, including the U.S.

Is SAFE open?

As the situation changes, SAFE is responding by changing hours and closing branches as needed. Our Bradshaw branch is temporarily closed. Hours at our  other branches are 10 a.m. to 6 p.m. Monday-Friday. The Call Center is available 10 a.m. to 6 p.m. Monday-Friday and 9 a.m. to 2 p.m. Saturday. Online Chat is available 6:30 a.m. to 6:30 p.m.  Monday-Friday and 9 a.m. to 2 p.m. Saturday. You are encouraged to access your accounts through SAFE ATMs, CALL-24, Online Banking, and on the SAFE Mobile App. Leadership encourages employees showing any signs of illness or have family members who are ill to remain home until they are symptom-free.

How is SAFE Credit Union responding?

At this time, SAFE is monitoring the situation in the community, and following recommendations and guidelines from public health officials and local authorities. That includes increased sanitation in our branches and headquarters, as well as promoting social distancing in communal and work areas.

What precautions are you taking in branches?

Our members’ and employees' wellbeing is very important to us. We have increased sanitation in our branches and communal areas. Our Bradshaw branch is temporarily closed. All visitors to the West Sacramento branch are required to wear protective masks. Hours at our other branches are 10 a.m. to 6 p.m. Monday-Friday. The Call Center is available 10 a.m. to 6 p.m. Monday-Friday and 9 a.m. to 2 p.m. Saturday. All services are available. If you are feeling unwell or showing symptoms of COVID-19, or wish to bank without visiting a branch,  you can access your accounts and cash through our ATMs, call center, CALL-24, Online Banking, and the SAFE Mobile App. 

Are home and auto loans still being processed?

All banking services, including lending, are operating as normal.

How will SAFE let me know if there are any changes in access and services?

While we plan to continue to offer full services to our members, circumstances may affect in-person services. We will communicate any changes in access to branches and services on our website, safecu.org; on our social media channels, including Facebook and Twitter; by email; and on in-branch video screens.

How do I prepare for my Economic Impact Payment?

For questions regarding eligibility, payment amounts, payment availability, filing requirements, and delivery information, visit the IRS website. Economic impact payments will be automatically distributed to eligible taxpayers, starting this week. If you filed tax returns for either 2018 or 2019, and meet the eligibility requirements, you’ll automatically receive a direct deposit payment into the same account you used when you filed for tax return. If the IRS does not have your direct deposit information, they will mail you a check to the address on your tax return. Follow these steps to prepare for timely notification of payment delivery to your account:

1. Make sure you have Online Banking and Mobile App set up.

2. Make sure your contact information is correct in Manage Contact Information.

3. Activate your Text Banking function.

4. Turn on your Large Deposit alerts.

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Who do I contact if I can't make my SAFE mortgage payments because of COVID-19?

If you are facing financial difficulties due to COVID-19 and are unable to make your SAFE mortgage payments, please contact our mortgage servicing team to request mortgage payment deferrals. Call: (800) 701-4115 or email lossmitinquiry@DMIcorp.com.

How do I request Skip-A-Pay for my loan or credit card?

In response to COVID-19, SAFE is expanding its Skip-A-Pay program to include personal loans and SAFE credit cards. Please note that finance charges will continue to accrue during the deferral period and for loans, total finance charges and number of payments may be higher than originally disclosed. For SAFE vehicle loans, personal loans and credit cards, you may request deferring up to two payments. To be eligible, the loan/credit card must be at least six months old and not more than 45 days past due at the time of your request. Under the pandemic response program, there is no fee, and former skipped payments do not impact your ability to participate.

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My account has a negative balance. Can I still deposit my stimulus payments?

SAFE understands that many of our members are facing difficulties due to the COVID-19 pandemic, and we want you to know that we are here to help. To assist you during this challenging time, SAFE has launched a temporary program for members whose accounts have fallen into a negative balance to help them maintain banking services. This is especially important as the U.S. Treasury continues to distribute Economic Impact Payments/stimulus payments.

Your account will continue to be available for your banking needs and to receive direct deposits or to make check deposits at an ATM or branch or using SAFE’s Mobile App (for eligible members).

If accounts are overdrawn, any deposits are automatically applied to cover negative balances. However, we are committed to ensuring you have full access to your CARES Act stimulus payments. Please contact us if you have questions or need further information on how we can help you.

I recently received a letter saying that my account may be closed due to the negative balance. Does this temporary program apply to me?

SAFE has temporarily stopped any adverse actions, including closing accounts and reporting negative balances to ChexSystems, through June 30, 2020. No action is required by you at this time. Beginning July 1, 2020, we will re-evaluate your account to determine its status. To avoid account closure with SAFE after July 1, 2020, you will need to clear any negative balance.

What other ways is SAFE assisting members?

SAFE is here to help our members improve their financial well-being, and we have introduced new options to assist them in response to the pandemic. You can explore these options at safecu.org/assistance.