Member FAQ's Covid-19


In these times of rapid change and uncertainty, I can assure you that we are ready for this and are here to help you. Our top priorities right now are maintaining the health of employees and members, transitioning members to our digital solutions and assisting members suffering financially as a result of the pandemic. 

The FAQs below address these top priority areas and other common questions. 

What should I be doing now to prepare for banking during a pandemic?

  • Ensure you are enrolled for online banking & e-statements and have a debit card. This will give you electronic access to your accounts.
  • Speak with one of our employees for assistance in getting these set up. We are happy to help you get comfortable with technology.
    What is the best way to contact the Credit Union right now?
  • While we will miss seeing our members in branch, we ask they only visit if it is required. The best way to reach us is by phone or email.
  • Please be patient as we experience higher than normal call volumes.
    • Hornby Island 250-335-2326 (Tues, Wed, Fri 9:30-3, closed for lunch 11:15-12)
    • Lighthouse (Bowser) 250-757-8146 (Tues-Fri 9-4:30, Sat 9-12:30)
    • Union Bay 250-335-2122 (Tues-Fri 9-4:30, Sat 9-12:30)
  • You can also reach us by email at; we will do our best to respond as soon as possible.

   What is the credit union doing to maintain the health of employees and members

  • Our branches remain open and new measures are in place to respect physical-distancing guidelines.
  • Masks must be worn by employees and members inside the branch.
  • If attending the branch, members must abide by our guidelines. Nobody with cold or flu symptoms or who has been out of the country in the last 14 days is permitted in the branch. No lineups to form in the branch.

   What assistance is available for members who are suffering financially as a result of the pandemic?

  • Suspension of mortgage payments up to 6 months and provision of emergency overdraft protection for those in need. Please call our Union Bay or Lighthouse branches to speak with a lender.
  • If your business has closed as a result of the pandemic, call us and we will waive your account fees for up to 6 months.

   Will the Credit Union remain open?

  • We will remain open throughout the pandemic and have a pandemic-management plan in place. We are an essential service and an important part of the economy and community. While the way we deliver services may change, rest assured that we will remain open.
   Can I still get service in the branch?
  • Yes, our branches remain open; however, we ask that you only visit if it is necessary. Please phone us and we will be happy to complete your request over the phone and/or assist you in setting up online banking.
   Is my money safe?
  • Yes, your money is completely safe. Deposits are 100% protected through the Deposit Insurance Corporation of British Columbia. Union Bay Credit Union is in a very good financial position with strong capital and liquidity.
   How do I enroll for online banking? 
  • Please contact one of our branches and we will be happy to assist you.
   How do I get a debit card for my account?
  •  We can provide you a debit card at any one of our branches.
   Where can I find my banking information to set up direct deposit?

   Will I always have access to cash if I need it? 

  • Certainly; you can count on Union Bay Credit Union to maintain the financial services you require throughout the pandemic. We are encouraging all members to have a debit card in order to access cash via the ATM. In-branch cash services are still available, however cash via the ATM is preferred.
How can I protect myself from COVID-19 related scams?

It’s unfortunate, however there a number of scams related to the pandemic. See the Federal Government’s resource page for further information. > Click here >

How can I apply  for the new (CEBA) Canada Emergency Business Account, which provides a $40K interest free loan?

We are now accepting applications for the new CEBA loans. Please contact us at or by calling one of our branches to speak to a lender to discuss the process.

What is our COVID-19 Safety Plan?

>Click here>



At Union Bay CU, we’ve designed our accounts to be comprehensive enough to meet the needs of all of our members while at the same time being flexible enough to accommodate individual circumstances.


At UBCU, we offer a wide variety of loans to help pay for whatever you need.


Union Bay Credit Union offers a range of investment options to suit your needs. From Term Deposits, GICs, TFSAs and other products we offer throughout the year, we have an investment product to get your money growing

Travel Insurance

No matter how far you stray from our friendly shores, UBCU has you covered with the CUMIS Travel Insurance Program.

Online Banking

With our online banking system, your favourite local credit union follows you wherever you go. Make Interac e-Transfers, check balances, view and print cheques and much more, all from any computer or Internet-connected device.

Ding-Free ATMs

As a UBCU member, you have access to a vast network of ATMs at credit unions across Canada – ding free! That means no crippling transaction fees and no barriers to accessing your money wherever you happen to be in this great land of ours.

Safety Deposit Boxes

We care about our members – and also our members’ most cherished possessions. A variety of safety deposit boxes are available at all three UBCU branches.

Mobile App

Introducing the Union Bay Credit Union Mobile App, designed for iPhone and Android devices. Convenient banking whenever and wherever you need it.

Interac E-Transfers now available