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COVID-19 FAQS

Frequently Asked Questions

 

As your credit union, we recognize during these uncertain times that you may be looking for a little guidance or that you may need some additional support. But, more importantly, what you want, is peace of mind. And we can help you with that.  

To learn more about how to access your account, branch availability, member assistance programs, and other resources we have in place to help you safely navigate the unfamiliar road ahead, please see the Frequently Asked Questions below.

 

 

1. If I have to call First Entertainment, should I expect longer than normal wait times?

With the global impact of COVID-19 continuing to unfold, the health, safety and well-being of our members, our team and community-at-large is our top priority. As we address the needs of our members including those impacted by the COVID-19 pandemic, call wait times may be longer than usual. In an effort to give you the best member experience possible, we encourage you to utilize Digital Banking and our Mobile App. If you're not already signed up for Digital Banking, register now. You can also click ATMs & Branches to find the First Entertainment or CO-OP ATM most convenient for you. 

Sign in Online or to the Mobile App to access your account online 24/7 from anywhere in order to:

  • Check your balance
  • View transactions
  • Make check deposits
  • Pay bills
  • Apply for a loan
  • Activate or report your Debit Card lost/stolen
  • Find nearby ATMs 
  • Send us a secure message
  • Withdraw funds by check
  • Transfer funds to another U.S. based bank or credit union account
  • And more...

 

2. I applied for a loan, when should I expect a call back?

We are currently experiencing a high volume of loan requests. Loan applications are being processed in the order they are received. Please expect processing times to take up to 48 business hours.

 

3. What types of financial hardship assistance is First Entertainment offering?

We are working with members on a case-by-case basis, as we’ve done in many other situations including the recent wild fires and other natural disasters. First Entertainment’s additional assistance for members impacted by the coronavirus includes:

  • Visa® Credit Cards: members may request to skip payments, refunds on late fees.
  • Unsecured/Personal Loans: members can request to defer payments, refunds on late fees.
  • Auto Loans: members can request to defer payments, with payments added to the end of the loan.
  • Mortgages and Home Equity Loans: members can request to defer payments, with payments added to the end of the loan.

For all of the above instances, there will be no negative credit bureau reporting during the deferment period. In addition, we may be able to offer you a low interest bridge loan to help you get back on your feet. To learn more, give us a call at 888.800.3328.

Your financial well-being is our priority. It’s important for you to reach out to us so we can find the right solution for you. In an effort to protect our financial cooperative, we may, in some instances, require proof of your hardship.*

 

4. Are your branches still open?

We are here to support you through our remote channels including Digital and Mobile Banking, Online Chat, ATMs, Secure Messaging, telephone support, and bank-by-mail. But, due to the ongoing public health concern, we have suspended branch lobby hours until further notice. We believe this is the right step to take to support the health and well-being of our members, employees, and communities in order to help prevent spreading the virus.

 

5. My income has been impacted by the COVID-19 virus, can you help?

We are here to help. If you find yourself experiencing a financial hardship, please contact us.

 

6. I received a call or text from someone claiming to represent First Entertainment Credit Union related to Coronavirus (COVID-19) and asking for my information. What should I do?

We urge you not to provide any personal information. These emails and phone calls are not from First Entertainment because we do not initiate outbound calls or emails to our members asking for personal information. We encourage you to be mindful of the possibility of phishing emails and calls intent on taking advantage of individuals (that may be) impacted by the Coronavirus (COVID-19). Phishing is an attempt to acquire personal information, sometimes to compromise online banking accounts, by posing as a legitimate company via email or phone.

If you believe a phone call could be phishing, hang up. If you are concerned about your account, or believe you may have provided your personal information to a third party, contact us directly. If you believe you have received a fraudulent email that claims to be from First Entertainment:

  • Do not reply to the email.
  • Do not click on any of the links embedded in the email.
  • Call us at 888.800.3328 to report the email.
  • After reporting the email to First Entertainment for investigation, delete it.
  • Be sure to monitor your account and call us if you notice any unusual activity.

 

7. Does my Visa Credit Card have travel insurance?

First Entertainment's card benefits are available on our website. Some cards may offer additional Trip Cancellation/Trip Interruption Insurance which may reimburse cardholders for unused, non-refundable portions of their purchase if the trip is canceled or interrupted as the result of a covered accident or sickness of an immediate family member. We recommend you contact the benefit administrator directly toll-free at  800.847.2911 for full details and assistance.

 

8. My travel plans have been canceled and the charges on my card have not been removed. What are my options?

If you incur a loss due to canceled or interrupted travel, we encourage you to reach out to the merchant directly first, since it is often the fastest way to resolve a dispute. If you need help from First Entertainment, you can contact us directly at 888.800.3328.

 

9. Will I still be able to access ATMs?

First Entertainment ATMs will remain open 24/7 as well as the nearly 30,000 CO-OP Network ATMs nationwide - including those that accept deposits. In addition, we have temporarily increased the daily ATM withdrawal limit and will be temporarily waiving out-of-network ATMs charges as well as refunding third party ATM fees.

 

10. How can members find a nearby ATM?

Simply click on ATMs & Branches on the Mobile App or on firstent.org to find your nearest CO-OP ATM.

 

11. How will transactions that cannot be performed at an ATM be handled?

Access to funds and banking services are essential and we are committed to maintaining the availability of critical services via our online services and ATM network across the nation. These fee-free ATMs are available to you 24/7.  You can always bank from home safely with features like Mobile Deposit and Billp@yer. As always, you can call to speak to one of our representatives at 888.800.3328 or, if you prefer, send us a Secure Message  If you need us, we are here for you.

 

12. Are there other ways I can access my account?

We strongly encourage our members to use First Entertainment's digital tools and other resources for 24/7 self-service banking. Members can access many services through Digital Banking or by using the Mobile App. From there, members can make payments, view transactions, check balances, find an ATM, and more. 

 

13. What actions are you taking to ensure the continued safety of your operations?

Due to the ongoing public health concern, we have suspended branch lobby hours until further notice to help prevent spreading the virus. We have implemented a work-from-home policy for the majority of our staff and continue to exercise enhanced deep cleaning protocols in our areas that require staff along with keeping extra hand sanitizer is readily available for staff to maintain a safe, healthy environment. 

 

14. How long will the branch operational changes be in effect?

These planned operational changes will be in effect until further notice. We will continue monitoring the situation closely and will notify staff and members as soon as any changes are made.

 

15. Are there other avenues of assistance available for members?

Yes. Government agencies are now announcing programs that are designed specifically for those impacted by the SARS-CoV-2 virus as well as many entertainment industry and industry related organizations. Members can view a list in the Links & Contacts section.

 


* For complete details, contact the Credit Union at 888.800.3328 during normal business hours.