Our operations remain open for business, we have only eliminated in-person access at this time. Our people remain available to address your individual needs and provide guidance and insights in this current environment. The connection to our Fire Family is extraordinary and our employees are committed to helping you through this. We are very proud of everything they are doing to ensure our Fire Family is taken care of. Many are working from home and navigating the challenges with their families. It is a stressful time for all, and we thank them for all their hard work!
Q: Why are you closing the branches? Is the Credit Union closing down?
A: Our operations remain open, we are temporarily closing in-branch visits only, to ensure the health and safety of members and employees during the COVID-19 crisis. Full banking operations continue. A reduced staff still remains at branches to handle emergency member issues on a case-by-case basis. We have many ways to serve your needs outside of the branch, but if you need a special accommodation, please call us at 800-231-1626.
Q: Will the call center and chats still be available?
A: Yes! Get in touch with us using Video Chat or by calling the Virtual Branch. Have a conversation by phone or online chat. Our team can field almost any request, handle almost any transaction and fix any account issue.
- VIDEO CHAT: Monday – Friday, 7:00 AM – 4:30 PM PT Start a Video Chat with a representative for person-to-person banking, just like visiting a branch. Begin your Video Chat
- VIRTUAL BRANCH: 800-231-1626: Monday – Friday, 7:00 AM – 4:30 PM PT
Q: What if I am experiencing a financial hardship as the result of COVID-19 and I need help?
A: We are committed to helping you during these challenging and unprecedented times. If you are experiencing a financial hardship as a result of COVID-19, we want to hear from you to better understand your specific needs. Call us at 800-231-1626 so we can discuss the many pandemic emergency assistance programs we have in place.
You can also reach out to BALANCE . They can assist with free financial counseling and budgeting assistance.
Q: What should I expect if I want a forbearance on my loan?
A: A forbearance plan temporarily suspends or reduces the amount of your regular monthly mortgage payment. For a specific period of time, a forbearance plan can provide short-term mortgage payment relief until you're in a better financial situation.
During this time, you'll have either zero or a new monthly mortgage payment to make instead of the payment amount that appears on your monthly statement.
At the end of the forbearance period, the accrued payment amounts that were suspended or reduced during the forbearance period are added to your mortgage payment amount. At that time, we'll work with you and review your financial situation to see if you're able to repay the lump sum forbearance amount, or if a long-term option like a loan modification is available to you. If you cannot keep your home, we'll explore options that may help you avoid a foreclosure sale.
Q: How do I make a deposit if I do not have a smart phone?
A: You have several options to make deposits, even if you do not own a smartphone (iPhone or Android).
- CO-OP Network ATMs: Visit the CO-OP Network ATM locator or on the FireFirstCU mobile app. Enter your location and you will get instant results that pinpoint the closest ATMs with deposit-taking capabilities. The CO-OP Network provides over 30,000 surcharge-free ATMs nationwide.
- Special Accommodations: If you have a large cash deposit or request that exceeds the daily ATM limit, call 800-231-1626 and we’ll make special arrangements at your local branch.
- Mail: You are also able to mail your check(s) to us. You can request envelopes through online banking or mail on your own to: Firefighters First Credit Union, PO Box 60890, Los Angeles, CA 90099-4303.
Q: Are you extending your call center hours?
A: Our Virtual Branch hours will remain in operation Monday – Friday, 7:00 AM – 4:30 PM PT. Use the Member Quick Request to get answers to questions or resolve an account issue outside of Virtual Branch hours. Place an URGENT request before 8:00 PM and get a response within 2 hours. If it can wait, we’ll contact you by 10:00 AM the next business day.
Q: I’m in the middle of a refinance. Will this stop the process?
A: We’ll keep you informed if there are any delays related to your loan. Depending on how your state and local government operations have been impacted by the COVID-19 crisis, first mortgages and home refinancing loans may be delayed by limited governmental resources. Functions such as title searches and title issuance may be slowed or temporarily suspended—but we’ll always keep you informed. You may need to have a notary and appraiser visit your property.
Q: I want to buy a new home or refinance my home. With the branch closures, how can I do this?
A: Not a problem! Let us know what you need and a mortgage specialist will be in touch to get the process rolling. Submit your information and we will reach out to you. You can also submit an application online.
Q: Are you financially sound?
A: Yes! Our financials remain very strong. We have assets that are over $1.5 billion and have reserved funds to help us weather economic downturns. In addition, your accounts remain insured up to $250,000 by the National Credit Union Administration (NCUA). Please call us for additional information.
Q: How do I get checks?
A: You can always order checks through Online Banking. Login to your Online Banking account, click on Support/Common Topics, then click on Order Checks. You can also call us at 800-231-1626 and we can process an order for you.
Q: What functions are available on my mobile device to make banking easier?
A: You can check account balances, pay people using their email or mobile number, deposit checks by simply taking a picture, and much more.
Q: What if I need money?
A: You have many ways to get cash, even during these unsettling times. Withdraw up to $1,000 per card per day at ATMs. 1
- Receive cash back at grocery stores 2
- Access over 30,000 CO-OP ATMs nationwide
- Access any bank ATM. Get reimbursed for up to 5 ATM transaction fees per month at any bank ATM 3
1 Withdrawals up to $1,000 may require 2-3 transactions as ATMs have per transaction limits.
2 Personal Identification Number (PIN) is required when making a purchase. Some stores charge a small fee.
3 ATM rebate program details: Firefighters First Credit Union will reimburse you for ATM surcharge fees incurred when making a withdrawal using your Firefighters First Debit Card. Fees will be reimbursed for your first five (5) ATM transactions that incur a surcharge fee, per calendar month. Fees will be reimbursed the same day unless your ATM withdrawal is after 3:00 pm Pacific Time (PT). Withdrawals after this time or on a non-business day will post on the next business day along with the fee reimbursement. To qualify for this program, you must have a combined direct deposit total of at least $500 per month and you must make your ATM withdrawal from your Firefighters First personal or business checking account.