COVID-19



In these unprecedented times, we are committed to both protecting and growing prosperity for our Owners, communities and staff. Continue to visit this page for the most up-to-date information as it relates to COVID-19 and Libro. 

We've compiled a list of helpful COVID-19 resources for individuals, families, students, businesses and non-profit.

Access Resources

Coming soon: Online CRA Direct Deposit Enrolment  

You’ll be able to sign up for Canada Revenue Agency (CRA) direct deposit through Libro Online Banking. Super convenient for payments such as income tax refund, Canada child benefit, goods and services tax/harmonized sales tax (GST/HST) credit, Canada workers benefit, related provincial and territorial payments and the new Canada Emergency Response Benefit.  Not signed up for Libro Online Banking? Visit our Activate Online Banking  page or call our Contact Centre to get started 1-800-361-8222.  

Temporary Hours

Libro has moved to a temporary delivery model that maintains continuity of service while also safeguarding the health of staff, Owners, and the public. We understand the importance of continuing to provide service to our Owners during this challenging time. 

In the interests of public health, please do not visit any Libro location without contacting the location or our Contact Centre 1-800-361-8222 ahead of time. Many in-branch transactions can be completed digitally or over the phone. We are happy to help find the most appropriate option for you. We will continue to provide a small number of essential services (such as accessing a safety deposit box) at our locations and will coordinate the best solution for you. Please reach out to us by email or phone to discuss. 
 

31 LIBRO LOCATIONS ARE SERVING OWNERS BY PHONE AND EMAIL

Visit the locations page for phone numbers and hours. 

Drive-thru service windows are open at the following locations:  

  • Mon to Fri, 10am to 4pm at Belle River and Strathroy  

  • Mon to Fri, 9am to 5pm at Kingsville.  

  • Mon to Fri, 9 am to 4 pm Essex 

Contact US


FIVE LIBRO LOCATIONS ARE TEMPORARILY CLOSED 

Downtown Kitchener, Forest, Old East Village – London, Windsor Accelerator*, Woodslee. 
 

ATMS 

ATMs are available at all Libro locations (except *Windsor Accelerator).  At a Libro ATM you can:  

  • Deposit a cheque   

  • Withdraw cash   

  • Pay a bill 

 



Ways To Bank

Visit our Ways To Bank page to learn more about these services.

Before booking an appointment to visit one of our locations, please consider our various ways to bank. We are happy to talk over the phone about how to best use these services.

Mobile Banking

With our Libro Mobile App, you can check your account balance, pay bills, transfer funds and deposit a cheque to your account.

Online Banking

If you need to activate your online banking, please visit this page for more information and connect with our Contact Centre at 1-800-361-8222 for support.

Contact Centre

Call 1-800-361-8222 or message through online banking to connect with a Libro Coach from 8am to 8pm Monday to Friday and from 8am to 4pm on Saturday.




Special Measures to Protect Owners and Staff

We are taking  special measures to protect Owners and our staff. If you have an appointment, please consider the following:

Access: We will ask Owners to answer a series of public health questions in order to have access to the building.

Social distancing: We ask everyone to maintain a distance of at least two metres from each other.

Hand hygiene: Use the hand sanitizer available at our entrances. We will avoid greeting Owners with handshakes at this time. 

Self-isolating: If you are feeling sick, have been in contact with anyone sick, or have been out of the country (including the US) recently, you will not be permitted to enter our locations. We ask that you contact us by phone or email instead. Any Libro staff who have been out of the country recently are being required to self-isolate for 14 days.

Cleaning and disinfecting: All locations are receiving additional disinfecting after-hours.




Supporting Our Community

Protecting Our Staff

Our staff are committed to continuing to serve our Owners. And, Libro is committed to supporting the financial well-being and mental wellness of all staff. Some of the measures we are taking are:

  • Reduced hours at our physical locations
  • Flexible accommodations so as many staff as possible working remotely
  • Full pay and benefits for all staff, including for those who are in self-isolation, are experiencing sickness or are taking time off to care for children or other family members.

Protecting Our Community

Libro views community support as core to our business and that will remain consistent throughout the coming months. We are supporting the non-profit sector through thought leadership and collaboration and through monetary contributions. Our sponsorship and granting programs will continue to offer support to local organizations.

We know non-profits are expected to feel increasing strain from job losses and reduced access to services by the most vulnerable. We are connecting with local community leaders to ensure we understand the most pressing needs in southwestern Ontario and will adjust as needed.




Fraud Prevention Tips

Unfortunately, there are fraudsters attempting to take advantage of Canadians during this sensitive and stressful time. It is extremely important to be informed about COVID-19 scams and understand how to recognize red flags. Please check out our blog for tools and resources on how to stay protected during this time and what steps to take. If you suspect you may be a victim of fraud, please head to our support page and contact Libro immediately.




Frequently Asked Questions

Libro Credit Union remains committed to providing the best possible service to Owners. Guided by the advice provided by government and public health authorities, effective Tuesday, March 24, Libro has moved to a temporary delivery model that will maintain continuity of service while also safeguarding the health of staff, Owners and the public. Keep checking this page for the latest information. 

  • We ask all Owners to use ATMs, online and mobile banking services, or phone options, wherever possible. See safe ways to bank on this page
  • No Libro events will take place until further notice. Our Annual General Meeting, planned for April 4, will take place online only.

We want to do everything we can to help. Libro has a variety of solutions to meet your individual needs, including payment relief options. We pledge to work with Owners during these difficult times and we are ready to support you. Reach out to your Coach or Contact Centre directly to discuss your needs. Keep checking this page for options available to reduce financial stress.

Libro Credit Union pledges to work with you during these difficult times. Connect with your Coach, Account Manager, or the Contact Centre  directly by booking an appointment by phone, email or secure message through online banking.

The Contact Centre remains open under the regular hours of 8am to 8pm, Monday to Friday and 8am to 4pm on Saturday.

Get started by logging into Online Banking. From there, select the account you need the details for. Click the Gear icon › and select VOID CHEQUE.

Here you'll see a pop up with all the details you're looking for. At the top, it lists out the specific "Transit", "Institution" and "Account Number" for the account you're viewing. Below is a void cheque image which can be printed or downloaded as a PDF to help with direct deposits and automatic payments.

Please note that each account, such as your chequing account and your savings account have unique account numbers. Always check you selected the correct account before sharing your account details.

Don’t hesitate to get in touch with your Libro Coach to ask your questions. Our promise to support Owners remains the same as it always has been. We will work with you, to help you achieve your goals over the long-term, however challenging the times may be. 

With volatility in the markets, our Making Cents of Money blog on Libro’s website at libro.ca/blog addresses some questions you may have about their investments.

We are continuing to deliver strong service, just in a different way during this time. For the safety of our Owners, staff and the public, we have made temporary changes to our hours and how you can connect with your Coach or Account Manager at each location. Keep checking this page for updates or visit our safe ways to bank page.

We have become aware of new fraudulent schemes seeking to exploit the COVID-19 pandemic. Protect yourself by conducting your own due diligence. Limit the sharing of personal information and verify reputable sources if you’re making a purchase or being asked to donate to support those impacted by COVID-19.

Learn more about common scams, how to stay safe and take action if you are a victim of fraud here.

Reach out to your Coach, Account Manager, or the Contact Centre directly to review questions and concerns relating to COVID-19 and Collabria’s travel insurance program and cardholder coverage.

Our travel insurance provider, CUMIS, has determined COVID-19 as a known event for Trip Cancellation and Trip Interruption effective March 11, 2020. Reach out to your Coach, Account Manager, or the Contact Centre directly to review questions and concerns relating to COVID-19 and travel insurance managed by CUMIS.

If you have a Libro Collabria credit card, you may benefit from minimum payment deferrals, emergency credit limit increases if you are stuck outside Canada, and increased contactless payments for grocery, convenience stores and pharmacies.

See Collabria’s site for additional information.

The government of Canada recently announced a new relief package to support Canadian businesses impacted by COVID-19 including:

  • The Government of Canada’s Emergency Business Account
  • The Business Development Bank of Canada (BDC) Co-Lending solution
  • The Export Development Canada (EDC) Business Credit Availability Program

We are working to develop a solution for Libro business Owners interested in all the above programs.

As we finalize our plans, we are not able to accept applications for The Business Relief Program at this time. More information will be available in the coming days. Please continue to watch this page for updates and we will communicate with business Owners when we are able to accept applications. Contact your Account Manager if you have any questions.

This option is available to you; however, if you can make your current mortgage payment, you should. Paying off your debt is always going to be better for your finances overall. Our skip-a-payment feature is intended to help you if you are unable to make a payment due to financial difficulties arising from a crisis or emergency. Talk to a Libro coach about the right solutions for your individual circumstances.

When you request to skip a payment you are deferring payment, not subtracting it from the total you owe or stopping interest from accruing. Please note that by deferring mortgage payments you are not paying the mortgage principal, and it will be added to the outstanding mortgage balance, so your balance will increase. It’s important that you understand this impact. Talk to your Libro coach about the best plan for you.

If you have a mortgage with Libro, and you have made at least one payment, you are eligible to take advantage of our skip-a-payment feature. This includes mortgages on rental properties.

Interest-only construction mortgages are not eligible for the skip-a-payment-feature.

Reach out to your Coach or the Contact Centre to make a skip-a-payment request. We have several options available so that you can authorize the request without visiting a branch.

No. We can process the request if at least one borrower has given consent.