COVID-19: our response

March 25, 2020

A message from Ed Bergen, President + CEO


As we navigate the impacts of COVID-19, we recognize the challenges facing our members and our communities. I want to emphasize we are here for you during this difficult time and we will do whatever we can to support you while ensuring we protect the health and safety of our staff.


We are taking this threat to our health seriously and are doing all we can to minimize risk. We are committed to following the guidelines set out by Health Canada and will work to minimize social interaction, when and where possible.


Please read through the information below to learn more about resources available to you and what Sunova is doing to keep our staff and members safe at this time.




Ed Bergen
President + CEO


Branch access


To protect the health of our staff and communities, all Sunova Credit Union branches will be temporarily closed to walk-in services effective March 25.


If, after connecting with us by phone or email, it is determined that your transaction cannot be completed remotely, an appointment may be made with your local branch.


Please note: If you have traveled outside of the province in the last 14 days or are displaying any symptoms, an appointment may be made after your isolation period is complete.


Banking options


Personal service

We can help you with almost anything online, by email, or over the phone. If you need assistance with a loan or mortgage please connect with one of our lenders. For all other services, please call your local branch or contact Help HQ.


ATMs and night depositories

ATMs and secure night depositories are available at all of our locations. For more information on night deposits or to sign up, please call your local branch.


Online banking

Our app or online banking platform, Sunova GO Web, continues to be an option for members. If you have not yet signed up, please call your local branch or Help HQ.


Deferrals + extended amortization periods


We recognize that our members and communities are facing significant challenges with employment changes, daycare / school closures, and everything in between. We are here for you during this difficult time, and, to help where we can.


For those in need, Sunova is offering six-month payment deferrals on personal loans and mortgages.


We are also offering extended mortgage amortizations, up to 40 years. This extended amortization will lower your monthly payment and free up cash for other monthly expenses and purchases, or, alternatively, can free up funds to pay down higher-interest debt, such as credit card balances. The payment savings could also be used to begin or increase contributions to a savings or investment account for future purchases, retirement, or your emergency fund.


Please reach out to your lending associate, contact your local branch, or connect with Help HQ by phone, email, online chat, or text and the team to learn more.


If you are a commercial and agricultural member, we are offering custom deferral plans. Please reach out to your account manager by phone or email at your convenience.


Protecting our staff


As we navigate the effects of COVID-19, helping to protect the health and safety of our staff is our absolute top priority.


Cleaning + sanitation efforts

We have increased sanitation efforts during nightly cleanings and have encouraged our staff to wipe down their work stations throughout the day. If you absolutely need to visit a branch, we encourage all members to use the hand sanitizer provided during your visit.


Health + safety of staff

We are following all of the guidelines set out by Health Canada, and are encouraging our staff to do the same. Staff who are not feeling well or need to self-isolate have access to paid sick time, and all staff have been provided an additional two weeks of paid vacation time. While we hope this gesture will particularly benefit those in need of additional time off now, whether for child care or for much-needed self-care, we also hope this will benefit those who remain on the front lines and behind the scenes in the form of a much-needed break in the weeks or months to come.


D.O.G visits

Visits from Bill, our D.O.G, will also be postponed for the foreseeable future. Although we could always use a little more Bill in our lives, we know this is the best strategy to help fight and stop the spread of COVID-19.


Contact Help HQ


Phone: 1.833.378.6682



Text: 1.204.813.5786


Monday – Friday – 8:00 am – 8:00 pm

Saturday – 9:00 am – 4:00 pm


Contact a lender


To help keep both our members and staff safe and healthy during this time and prevent the spread of COVID-19, please consider reaching out to your Sunova lender over the phone. 

have questions?

Help HQ is here to, well, help! Our Help HQ staff are available during following hours:


Monday – Friday 8:00 am – 8:00 pm

Saturday 8:00 am – 4:00 pm


Give them a call 1.833.378.6682, send a text 1.204.813.5786 or start a chat session!


Copyright © 2020 Sunova Credit Union