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COVID-19 Updates & Information

November 13, 2020 - News

We’re here to help our community navigate the financial stress of COVID-19.

Since our founding over 50 years ago, our Credit Union has taken pride in offering financial solutions and guidance to our members, sponsor groups, and community. Our mission of making a positive difference in your financial life is even more critical during this time of uncertainty. Please know that we can be a resource for you in many ways, so don’t be shy about asking for a helping hand. We won’t let you down.

To help you stay informed, we’ve put important resources and our latest updates right here in one place. Live updates will be posted to this page as they occur.

Jump to:
Current Branch Hours & Availability Who to Contact Banking Remotely Resources for Personal Financial Hardship Advice on Prioritizing Your Stimulus Funds Resources for Businesses Experiencing Hardship  How We Are Taking Action Avoid Coronavirus Scams Request Your Free Credit Reports  How Can I Help Our Community A Safe Place for Your Money

If you have any questions, please call or email us.


**Updated 11/24 at 4:00 p.m.** 

In accordance with the Massachusetts Department of Public Health COVID-19 Travel Order that went into effect on 8/1, we ask any members who have traveled to higher risk states within 14 days of their scheduled appointment call our Contact Center at 800.852.5886 to reschedule their visit after they have completed the mandatory quarantine.

In the interest of maintaining a safe environment for all employees and members, UMassFive reserves the right to reschedule service for failure to comply with any institutionally posted health safety guidelines, including travel restrictions, use of a face mask or other facial covering, and observance of social distancing while waiting for assistance, or being assisted.

We are currently in our second phase of our institutional three-phased approach to re-opening. During Phase 2, in branch appointments require a mask be worn prior to entering the building. We still strongly encourage scheduling an appointment for in-person visits by calling 800.852.5886. All scheduled appointments will be prioritized, as we are only permitting a limited number of members into our lobby at any time. Please note that stopping in without an appointment may result in a longer wait time.

Branch Hours & Availability

Contact Center:

  • Our Contact Center at 800.852.5886 is available Monday - Friday with expanded hours between 8 a.m. and 6 p.m. We are also open our normal Saturday hours: 9 a.m. to 12 p.m.
  • Our Debt Solutions department also reflects this schedule
  • Our Consumer Lending department is available Monday - Friday between 8 a.m. and 5 p.m. We are also open our normal Saturday hours: 9 a.m. to 12 p.m.

Please Note that all members are required to wear a face mask or other facial covering when entering any of our buildings. 
This includes members entering our lobbies or vestibules to access the ATMs. We appreciate your compliance with this policy for the safety of all.

Drive-ups, Video Tellers, and ATMs:

  • Our Video Teller functionality available at our Hadley lobby ATM, Northampton lobby ATM, and in the Northampton drive-up are observing operational hours weekdays 7:30 a.m. to 6 p.m, and Saturdays 9 a.m. to 12 p.m.
  • Our Hadley staffed drive-up is observing operational hours Monday - Thursday 9 a.m. to  5 p.m, Friday 8 a.m. to 6 p.m, and Saturdays 9 a.m. to 12 p.m. Employees are also actively disinfecting the drive-up tubes in-between each transaction. We apologize for any delays in service this may cause. 
  • Our lobby Video Teller functionality at VA Medical Center (in Leeds) is available to members with card access when the basement is accessible.
  • Our UMassFive ATMs are still operating and available as usual.


Operating Branch Hours:

We are strongly recommending that in-person appointments be scheduled in advance by calling 800.852.5886.

  • Hadley - This location is equipped with drop box for members to utilize. Please ensure the content of your transaction is contained in a sealed envelope. We will be checking these multiple times a day. Lobby Hours are weekdays, 9 a.m.- 5 p.m., and Saturdays 9 a.m. - 12 p.m.
  • Northampton - This location is equipped with drop box for members to utilize. Please ensure the content of your transaction is contained in a sealed envelope. We will be checking these multiple times a day. Lobby Hours are weekdays, 9 a.m.- 4:30 p.m., and Saturdays 9 a.m. - 12 p.m
  • Springfield Mercy Medical Center - All visitors will be screened for a fever upon entering the building. Lobby Hours are 8:30 a.m.- 4 p.m.
  • UMass Worcester - This branch is only accessible to badged Hospital or University employees at this time. Lobby Hours are 8:30 a.m.- 4 p.m.


Closed Branches:
The following branches remain temporarily closed until further notice:

  • UMass Amherst
  • VA Medical Center (in Leeds)

As a reminder, please use our Remote Services whenever possible.



    Who to Contact

    • Transactional Appointments: please call or email our Contact Center to request an in-person appointment for transactions that cannot be completed remotely.
    • Standard Loans: please call or email our Consumer Lending Department.
    • Mortgages: Members should work directly with their Mortgage Consultant to coordinate appointments by phone.
    • Commercial Loans: please call or email our Commercial Services Department.
    • Financial & Investment Services Appointments: Members should reach out to their Financial Advisor to coordinate appointments by phone. Our CFS Financial Advisors are available Monday through Friday, and are also providing a limited number of Saturday appointments by phone between 9 a.m. and 12 p.m. These appointments will all be held over the phone, must be scheduled in advance, and are open to all members looking for a complimentary financial review.
    • For Assistance Using Remote Services: Members may call our Contact Center for over-the-phone assistance, or to schedule a one-on-one in-branch demonstration with a member service specialist at 800.852.5886



    Banking Remotely with UMassFive:

    UMassFive has all the tools you need to manage your accounts without needing to visit one of our physical branch locations.

    This includes:

    • Deposit checks with your phone via Mobile Deposit with our Mobile Banking app.
    • Use Online Banking to monitor your accounts, make transfers, and pay bills. You can also communicate with our Contact Center staff via the secure messaging feature.
    • Download our CardSecure app to turn your debit card on and off, and review balances and transactions.
    • Adding your UMassFive debit and credit cards to your Mobile Wallet allows you to pay with your smartphone or smartwatch at participating retailers. That means fast checkout, less contact with card readers, and no searching for your cards in your wallet. 
    • Don't like logging in? Our Contact Center is available to assist with basic transactions, loan applications and more.
    • Having an issue with your card or login after-hours? You can reach after-hours support for debit cards and Online Banking by calling 413-256-5500.
    • Interested in a loan? Apply online or over the phone by calling one of our Contact Center representatives.

    We're happy to help walk you through using any one of these services over the phone, or in person with an advance appointment. Members may call our Contact Center for over-the-phone assistance, or to schedule a one-on-one in-branch demonstration with a member service specialist at 800.852.5886



    We Are Here To Help If You Need Financial Assistance

    If you are facing a financial hardship during these difficult times, we are here to help.

    • Emergency Payment Relief: Current UMassFive loans (excluding mortgages, student loans, or credit cards), may be eligible to skip up to three payments. Please fill out our Emergency Relief Request Form, or contact our Debt Solutions department by phone or email.
    • For questions or assistance about an existing mortgage, please visit Member Advantage Mortgage's FAQ page, or call 800.262.6574 to discuss repayment options with Midwest Loan Services.
    • For assistance with an existing student loan, please call 800.723.2210 to discuss repayment options with Credit Union Student Choice.
    • For assistance with a UMassFive credit card, please call 800.852.5886, then press option 6 when prompted to discuss repayment options with PSCU Card Services. 
    • If you need assistance with anything that is non-loan related, please reach out to our Contact Center by phone or email.


    We Are Here for Member Businesses

    Please note: the extended PPP loan application deadline of August 8 has past, and we are no longer accepting additional PPP loan applications at this time.

    Regarding PPP loan forgiveness, eligible businesses are able to submit their applications at this time. For additional information, please reference the resources here or email our Commercial Services Division.



    How We Are Taking Action:

    All of our Branches and offices are compliant with state mandated safety standards, per the Governor's orders.


      • Employees are required to sanitize/wash their hands upon entering all UMassFive buildings and branch locations. Employees are also being encourage to wash their hands throughout the day with soap and water for at least 20 seconds, and avoid touching their nose, eyes, and mouth.
      • Adjusted policies now require employees to disinfect their work areas more frequently, especially workstations where in-person member interactions are taking place.
      • Plexiglass shields are being installed where face to face transactions must occur.
      • We have requested that employees no longer shake hands with members or vendors until further notice.
      • Employees are required to stay home if they do not feel well.
      • Employees have been advised on social distancing practices, and we are allowing employee telecommuting, wherever applicable.
      • Events and large group gatherings are being cancelled, where applicable, until further notice.
      • All non-essential business travel has been cancelled.


      • If you are not feeling well, please refrain from visiting our branches. Please view the "Banking Remotely with UMassFive" section above for details on how to take advantage of all the services we offer away from our physical locations.
      • We are requiring all members to wear a mask during in-person meetings.



        Avoid Coronavirus Scams

        Members should be vigilant when receiving phone calls or emails requesting information. Remember: no financial or government institution will ever ask for sensitive information like account numbers, social security numbers, or your debit card number, over the phone or via email.  Here are some tips to help you keep the scammers at bay:

        • You will not receive any emails or phone calls from the IRS (or any other institution) regarding the payment status for your Stimulus Check.
          • In fact, if you filed your taxes, you do not need to take any action to receive your funds: Your stimulus payment will either be direct deposited, or mailed to you, based on how you elected to receive your last tax return.
            • If you have not yet filed your 2019 taxes, the Federal Government will refer to how you elected to receive your 2018 return.
            • If you have closed the account that your direct deposit was directed to, don't worry. The direct deposit will automatically be returned, and a paper check mailed.
          • In order to check on the status of your check, you may refer to the IRS website.

        • Don't click on links from sources you don't know. They could download viruses onto your computer or device.
        • Watch for emails claiming to be from the Centers for Disease Control and Prevention (CDC) or experts saying that have information about the virus. For the most up-to-date information about the Coronavirus, visit the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO).
        • Ignore online offers for vaccinations. There currently are no vaccines, pills, potions, lotions, lozenges or other prescription or over-the-counter products available to treat or cure Coronavirus disease 2019 (COVID-19) — online or in stores.
        • Do your homework when it comes to donations, whether through charities or crowdfunding sites. Don’t let anyone rush you into making a donation. If someone wants donations in cash, by gift card, or by wiring money, don’t do it.
        • Get your free credit reports from Equifax, Experian, and Transunion (offered through April 2021) at



        How Can I Help Our Community?

        • Enrolled in Buzz Points? You can donate your points to local organizations who are helping people in our community every day, including the Food Bank of Western MA and the Amherst Survival Center. Donating with Buzz Points is as easy as redeeming! Login to your Buzz Points account online or on your phone with the Buzz Points app. Head over to Rewards and under the Charities section simply donate your Buzz Points!
        • Please keep in mind you can also share your Co-op Points with family and friends: ask us how!



        A Safe Place for Your Money

        As always, we want our members to feel confident placing their trust in the Credit Union. During such uncertain times, you can take comfort in knowing that not only is our Cooperative a strong community that you can count on—it is also fully insured by the NCUA for all deposits up to at least $250,000 per individual depositor. There is no safer place for you to keep your money, and we will continue working diligently to ensure you have access to your accounts at all times.


        Featured News
        UMassFive College Federal Credit Union is running a winter coat and cold-weather clothing drive in its Hadley and Northampton branches throughout the month of December.