Frequently Asked Questions – How RTN is Responding to COVID-19 Pandemic
During these uncertain and unsettling times, we are adjusting to the rapidly shifting environment. We are working to balance protecting our employees, our members and our community while maintaining our mission to serve our members. Here are some frequently asked questions with helpful information.
Is my money safe?
Your funds are federally insured by the NCUA (National Credit Union Administration), an agency of the United Stated Federal government, up to $250,000 per person per account. Funds over federally insured limits are insured in full by the Massachusetts Credit Union Share Insurance Corporation.
In addition, RTN is well capitalized and financially well positioned to handle this crisis.
How much cash can I withdraw in one day?
The cash withdrawal limit is now $750. Non-RTN ATMs may have a lower limit. We recommend you consider your own safety as you may place yourself and your family in an unsafe situation when you make a large cash withdrawal with the plan of keeping cash at home. During this unusual time, contact Member Services at 781-736-9900 if you have a special request.
Has this crisis affected your hours of operation?
Yes. Following the guidelines for limits in public places of no more than ten at a time, we have made the difficult decision to close the lobbies of RTN branches with limited access for in-person transactions such as account openings and loan closings.
Branches are not open on Saturdays but the drive-up teller windows at our Dorchester and Marlborough branches will be open Saturdays through May 30. The Dorchester drive-up window is open 9 am to 1 pm and Marlborough drive-up is open 8:30 am to 12 noon.
We are not serving shared branching members at the present time. We recommend that RTN members wishing to make a transaction at a shared branch location contact the credit union they plan to visit to make sure that organization will serve shared branching transactions.
Our branch appointment hours have changed as follows:
- Amesbury and Waltham: 8 am to 4 pm
- Brookline, Danvers, Dorchester, Marlborough and Tewksbury: 8:30 am to 4 pm
- Lawrence and Worcester: 9 am to 4 pm
Member Services is available for assistance 24 hours a day at 781-736-9900.
For the health and safety of our members and staff, if you believe you have been exposed to the COVID-19 virus or are feeling ill, we ask that you refrain from making a branch appointment or conducting a transaction at a drive-up teller window or ATM. We are happy to assist you by phone. You may call a community branch near you.
While branches are closed, how can I access my account?
You have several options to access your account remotely. These include:
- Online Banking
- Mobile Banking (Google Play or the Apple App Store)
- DeposZip, remote check deposit (via Online Banking & Mobile Banking)
- Telephone Banking (781-736-9900, option 1)
- ATM access (surcharge-free: AllpointNetwork.com, SUM-ATM.com and MoneyPass.com)
- Cash back when making a purchase with your RTN VISA Debit card
- Bank by mail — all branches continue to process mail received via the U.S. Postal Service
- Check request — use CU-Tel, our Telephone Banking system, to request a check up to $10,000 to be mailed to your address on record
How can I open a new account?
You can open a new account by calling 781-736-9965 to make an appointment at the branch most convenient to you.
How do I apply for a loan?
All our loan applications are available online. You can apply for a vehicle loan, personal loan, credit card, mortgage or home equity at rtn.org.
Can someone from my family join the Credit Union during this time?
New members are welcome! Call 781-736-9965 for an appointment at a branch near you.
Are my direct deposits and automated withdrawals impacted?
All direct deposits and withdrawals will continue without interruption.
Who can I contact if there is fraud on my account?
You should contact Member Services at 781-736-9900 anytime if you suspect suspicious activity on your account.
Be aware that fraudsters often take advantage of emergencies like the COVID-19 crisis to enact scams. Some recent scams include emails from the World Health Organization and the Centers for Disease Control asking for personal data or from the federal government regarding a coronavirus treasury check. To protect yourself, never click on a link from an unknown source and be aware that if something is too good to be true, then it’s a scam. The Federal Trade Commission (FTC) has important information on ways you can be on the lookout for fraud.
How do I sign up for Online or Mobile Banking?
You can sign up for Online Banking at rtn.org and/or download and enroll in our mobile app at Google Play or the Apple App Store.
How can I send and receive funds electronically?
A convenient feature of Online Banking is Popmoney, an easy, fast and secure way to send and receive money directly with your RTN account. At this time, fees for this service will be waived. You also may send and receive funds via domestic and international wire transfers. Call 781-736-9965 to arrange for a wire transfer.
Is there someone I can talk to if I have problems with my account?
Our Member Services Department is available 24 hours a day at 781-736-9900 to help you with your account. You also can use our eChat feature at rtn.org or email us at email@example.com.
How can I make payments on my loan?
You can make loan payments through Mobile and Online Banking by mailing your payment through the US Postal Service or by calling Member Services at 781-736-9900.
Will you be sending statements and notices?
You will receive statements and notices as you normally do.
How can I deposit a check remotely?
You can use DeposZip to deposit a check using your mobile device or home computer. You will need to first sign up to use this feature through RTN Online Banking or Mobile Banking. As always, you can mail checks for deposit to RTN FCU, 600 Main St., Waltham, MA 02452.
My savings certificate is coming due. How can I renew it?
If you take no action, your certificate renews automatically per the Truth in Savings Disclosure, usually for the same term. Changes can be made by indicating your wishes on the bottom of the maturity notice and mailing it back to us.
How can I make a deposit for a shared branch
Hi Danielle–At the present time, we are not conducting shared branch transactions. For the safety and wellbeing of our members and staff, RTN branch lobbies are currently closed with limited access by appointment only for RTN members exclusively. You may want to visit the CO-OP Shared Branch website, https://co-opcreditunions.org/ for available shared branch locations.
I logged in to transfer money from my rtn checking account to my rtn mortgage. Before the transaction was approved, I had to enter a code sent over my phone to verify the transaction.
Do you really think that a criminal is paying my mortgage from my checking account using the same device I have been using for over two years?
This is a waste of my time.
Hi Joyce: We looked into the issue you had with Online Banking and found that the verification notice you received was triggered by a discrepancy in the email address associated with your account. The issue has been fixed but please contact us if this happens again. Extra security prompts also may be triggered when members log out of their accounts through their browser. Be sure to log out of Online Banking by clicking the logout text link in the upper right of your screen and not on the “X” on your browser session.
We hope this information is helpful. Thank you for contacting us and have a great day.