COVID-19

Libro welcomes Owners for visits without appointments. Many transactions can be completed through online banking or over the phone so we ask you to only visit a location if necessary. We remain focused on public health, please see below to learn what steps we are taking to ensure the safety of our Owners and Staff.

Special Measures to Protect Owners, and Staff and our Community

At Libro, we remain focused on public health, and want to share with you the precautions we will take, so you know what to expect if you visit one of our locations. We continue to ask all Owners to visit locations only when it is necessary.

What you can expect from Libro while visiting a branch:

  • Each location will allow a maximum number of visitors.
  • A staff member may welcome you at the entrance.
  • We will all maintain physical distance.
    • Please follow the markings on the floor and maintain a two metre distance between yourself and other Owners and staff. If you are required to wait outside due to maximum occupancy, we ask that you still respect the two metre physical distancing guidelines.
  • Face coverings are available at the entrance. We require all visitors to our buildings to wear a mask, as prescribed by public health authorities and provincial regulations. The only exceptions to this are when medical needs make it difficult for people to wear a mask, or for young children. We will always act to be inclusive of everyone’s needs, so please let us know if you need support.
  • Sanitizer is available coming into the branch and on your way out.

Protecting Our Staff

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

  • Staff may be wearing face shields or face coverings for our protection and yours.
  • Plexiglass is installed.
  • A reduced number of wickets may be open.
  • We are sanitizing our workstations thoroughly multiple times a day.

We have the utmost respect for the essential frontline staff who keep Canada working, and that includes our Libro colleagues providing Owner service during these difficult months. We expect everyone to share that respect, to act with kindness, and to follow the requirements set out by the health authorities.

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. See this page for more information.

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 Phone

Mobile Banking

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

Laptop

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.

Advice

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.

Canada Emergency Business Account

This program is now closed for applicants.

Repayment: although the CEBA loan is interest free until Dec 31, 2022, you may wish to start making payments sooner. To make a repayment to your CEBA loan, please call or email Libro Connect ( 1-800-361-8222service@libro.ca ), send a secure message through online banking or contact your Coach or branch  directly.

Check out the Government of Canada  site for additional information and frequently asked questions.

View current and past documentation  for the Canada Emergency Business Account (CEBA) Loan.

Government Financial Support

The Government of Canada has introduced a questionnaire for Canadians to determine which COVID-19 support benefits you’re eligible for.

Financial Support Questionnaire

Online CRA Direct Deposit Enrolment

You’re now able to sign up for the 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. CRA direct deposit for businesses is now available. Visit our CRA Direct Deposit  page to learn how to get started. Not signed up for Libro Online Banking? Call our Contact Centre to get started 1-800-361-8222.

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

What is being done to ensure the health and safety of Owners and staff?

Libro Credit Union remains committed to providing the best possible service to Owners. Guided by the advice provided by government and public health authoritieseffective 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 servicesor 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.
What is Libro doing to help Owners experiencing financial challenges?

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.

What is the best way to connect with my Libro Coach?

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 phoneemail 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.

How do I find my transit, institution, and account number (void cheque)?

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.

I’m worried about my investments. What should I do?

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 addresses some questions you may have about their investments.

How will I do my banking, if my Libro location is closed?

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

Is there an increased risk of fraud as a result of COVID-19? If I’m worried about scams, what can I do to protect myself?

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.

I have questions about travel insurance and trip cancellation on my Collabria credit card.

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.

I have questions about CUMIS Travel Insurance.

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.

I have a Libro Collabria Credit Card. Are there payment deferral options available to me?

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.

I’m interested in the Government of Canada’s Business Relief Program. How do I apply?

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.

Contact us by phone or email