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Coronavirus (COVID-19) Updates from DCECU

Limited lobby services are available by appointment only.

Currently, DCECU is accepting appointments for limited lobby services. All loan, credit card and mortgage loan applications will continue to be accepted online or by phone.

Schedule an Appointment

Throughout the COVID-19 pandemic, DCECU has remained available to meet the majority of your banking needs 24/7 through online/mobile/phone banking, credit/debit cards and ATMs. Thank you for your continued patience and support as we take steps toward returning to full-service in-person operations to ensure the health and safety of our members, employees and community.

DCECU provides the following information as a guide to business operations during the COVID-19 crisis. Please visit this page regularly for important credit union updates.

Latest DCECU News

A Message from the President/CEO

Another successful year of serving our members

12/23/2020

Dear DCECU member:

I hope this message finds you safe and well.

This year was a challenge for all of us. Amid a global pandemic and economic uncertainty, we have also faced a regional flood disaster.

As 2020 comes to a close, DCECU humbly reflects on another successful year of serving our members; although much differently than in years past. This year brought significant challenges, but they didn’t prevent our tremendous staff from providing dependable service to our members, which now total over 71,000. With our robust digital service options, over 98% of our members obtained DCECU financial services through our many electronic service options like our online banking and mobile app, ATMs, bill pay, remote check deposits, debit and credit cards. All others received personal service in our drive-thru, our call center, or made an appointment for lobby service.

We know this operational model may be getting old for some. We completely understand. We thank you for your patience and understanding as we have made careful, thoughtful, risk-based decisions to manage the unique responsibilities we have as a single branch credit union. These decisions are made in the interest of the health and safety of our members, staff and community. As you know, DCECU’s single branch creates incredible operational and cost efficiencies - allowing us to return a share of our earnings to our members (see below). However, we must also ensure the ongoing availability of our branch, as well as healthy staff to serve you. Please refer to the FAQs to address many of the member questions we have received, as well as provide greater insight and transparency into our decision-making process. Your additional questions are welcome at any time.

Thank you for your confidence in us – and for your partnership and understanding as we navigate these challenging circumstances with an eye toward keeping our members, employees and community safe and healthy and remaining available to serve you, just as we have been throughout our history.

Sincerely,

Michael Goad
Chief Executive Officer


DCECU COVID-19 Communications

Hours of Operation

The following DCECU services are currently available to serve members:

LobbyThe lobby at our office (located at 600 E. Lyon Road in Midland, MI) is temporarily closed for walk-in service.

Limited lobby services are available by appointment only. Currently, DCECU is accepting appointments for the following lobby services:
  • Visa Debit Card or Credit Card – Instant Issue
  • Notary Services
  • Safe Deposit Box Access
  • Decedent Accounts
All loan, credit card and mortgage loan applications will continue to be accepted online or by phone. You can schedule an appointment online or by calling 800.835.7794. Please note, for the safety of our members and employees, anyone entering the lobby will be required to wear a face covering unless there is a medical reason you are unable to do so.

Drive-ThruMonday-Friday 7:30 a.m. -5:30 p.m. ET and Saturday 9:00 a.m. – 1:00 p.m. ET with limited services*.
DCECU drive-thru staff is following social distancing recommendations which may result in some longer wait times. Please consider using our 24/7 services or call our Member Contact Center or make an appointment to conduct a teller transaction.

* Drive-thru is not accepting coin and any foreign currency or check exchange.
Member Contact Center 989 or 800.835.7794Monday - Friday 7:00 a.m. - 6:00 p.m. ET
24/7 ServicesOur online/mobile/phone banking services, credit/debit cards, and ATM network are also available 24/7 for the majority of your banking needs.

DCECU is committed to continuity of service to all members. Please share any urgent need that requires special consideration by bringing the matter to our attention so that we can assist you.

Your Money is Safe

Your money is safe with us. Rest assured, DCECU stands financially and operationally strong in the midst of an uncertain world around us. We have an incredibly solid capital position and are prepared to weather this storm. We are federally insured with the backing of the National Credit Union Administration (NCUA) through the National Credit Union Share Insurance Fund (NCUSIF). The NCUSIF is very similar to the Federal Deposit Insurance Corporation (FDIC) insurance that you may be familiar with at banks. Your money will always be here when you need it.

  • DCECU share/deposit accounts are federally insured up to at least $250,000 per person.
  • Joint accounts are insured separately up to $500,000 (maximum $250,000 for each joint owner). The interest that a joint owner has in all joint accounts will be added together and insured up to $250,000.
  • Not one penny of insured savings has ever been lost by a member of a federally insured credit union.
  • Additional account types may provide additional insurance.
  • Please visit mycreditunion.gov for more information.

Need Help?

We are in this together. DCECU is here to help in tough times.

It is inspiring to see financial institutions all around us stepping up to ensure their members or customers are well-served during this time of uncertainty. Several of them are offering one-size-fits-all relief programs to address the needs of their community. DCECU is taking an alternate approach, leveraging our long history of customizing solutions to meet individual member needs during times of hardship. DCECU is perfectly positioned to care for our members and our Member Solutions Team will be ready and waiting for your call when you need us.

Members Experiencing IMMEDIATE Hardship

If you are currently experiencing personal, financial impacts related to COVID-19, subsequent government or employer actions, we are here for you. Rest assured, DCECU is ready to work with members on an individual basis to resolve loan payment issues and other financial concerns. Please reach out to our Member Solutions Team at 989 or 800.835.7794 so that we can identify a solution that specifically addresses your need.

Members with Questions about FUTURE Hardship Concerns

If you are not currently financially impacted by this crisis, we are so grateful. In the traditional cooperative spirit of credit unions, we thank you for doing your part by continuing to support our economy and also making on-time loan payments to keep your credit union healthy. While we are currently experiencing higher than usual call volumes, please allow us to remain focused on assisting members with immediate hardship needs. If/when the time comes that you are financially impacted, our Member Solutions Team will be ready and waiting for your call at 989 or 800.835.7794.

DCECU cares about all of our members and appreciates your understanding as we prioritize resources to serve members with the most immediate needs or greatest financial impact. We are in this together.

We Need Your Help (What You Can Do)

DCECU is prepared to weather this storm alongside our members. But we need your help. There are several actions you can take to protect yourself and manage your financial life. Here is a list of ideas to strengthen your resilience during this trying time.

  1. FOLLOW THE ADVICE OF GOVERNMENT HEALTH AUTHORITIES

    The number one thing you can do is follow the advice of government health authorities regarding COVID-19 to maximize your personal health and well-being. While we love to see you, we provide alternate services so members don’t have to visit us to access their accounts. For your health and the protection of our staff and community, we request you refrain from using DCECU in-person services or conducting face-to-face financial transactions as much as possible.

  2. USE SELF-SERVICE TOOLS

    DCECU encourages members to utilize self-service/remote tools to the maximum extent possible to support social distancing and prevent spread of the virus. Electronic services may be easier and healthier options than visiting our branch or passing cash from person to person.

    DCECU is committed to continuity of service to all members by providing a robust suite of products, services and tools to ensure reliable access to your accounts. In addition to 24/7 ATM access, members can obtain account access anytime, anywhere, on any device through our online, mobile and phone banking services. Find a product or service that fits you:


    Using a combination of these services, you can view balances, transfer funds, make most loan payments, open new share accounts, pay bills, apply for a loan, view cleared checks, deposit a check on your mobile device - all without exposure to a public social environment. In addition, you may use our extensive ATM network, along with your DCECU ATM or Visa® Debit Card, to make deposits, withdrawals, transfer funds and inquire about your account balances. All of these services are designed to provide you with easy access to your accounts without having to visit our office.

  3. MINIMIZE CASH TRANSACTIONS

    According to the World Health Organization, cash may be contributing to the spread of COVID-19. Use cash alternatives provided by DCECU in lieu of cash whenever possible:

    1. Use your DCECU Visa® Debit and/or Credit Cards
    2. Use contactless payments (Apple Pay®, Google Pay, Samsung Pay®, Fitbit Pay, Garmin Pay)


  4. BEWARE OF SCAMS

    Unfortunately, national crises bring out con artists seeking to take advantage of the vulnerable and the unwary. Be on the lookout for suspicious emails, text messages and phone calls leveraging the COVID-19 outbreak to convince you to share sensitive information such as usernames and passwords, download software, or make purchases or donations. Scammers often pose as a government agency, company, or even a charity.

    Remember that DCECU will NEVER contact you asking for this information.

    Arm yourself against these attacks by reading more about current scams and learning how to recognize the warning signs.


  5. PLEASE BE PATIENT

    DCECU appreciates your patience. For the protection of DCECU staff, we have enacted a robust work-from-home program and will be minimizing in-office staff which may result in extended response times. Due to the high volume of member inquiries, wait times may be longer than usual and phone calls may experience decreased audio quality. Your matter is very important to us and we are working very hard to remain available to our members. In lieu of calling, please consider our 24/7 option of contacting us by starting a Conversation through Online Banking or the Mobile App. Thank you for your patience and cooperation.

  6. ASK FOR HELP

    These are uncertain times. No one should struggle alone. Allow us to be there for you. If you are currently experiencing financial difficulty, finding it difficult to meet your obligations, or need help, please reach out to our Member Solutions Team.

DCECU would like to remind you that the safest place for your money at a time like this (or any time) is an NCUA-insured credit union. We are working hard to ensure you’ll have access to banking services and cash when you need it.

Frequently Asked Questions (FAQs)

    • DCECU Operations FAQs

      • Other banks and credit unions in the area are open for walk-in service. Why is DCECU requiring appointments instead of allowing walk-ins?

        Unlike most banks and credit unions in the area, DCECU does not have multiple branches, which means we have to approach things differently.

        • We have nearly 70,600 members and one branch office, so all of our traffic flows through this one location. We do not have other branches with which to share the load.
        • When our lobby is open for walk-in service, we experience extensive daily traffic. During the COVID-19 pandemic, this level of traffic would greatly increase the risk of exposure for our members and staff.
        • Should any members of our staff become infected, the fact that we are a single branch increases the risk of infection spread that potentially could affect our ability to serve members. Thus far, we have been able to avoid any coronavirus-related shutdowns of the credit union, and we are striving to keep it that way so we can remain available to serve you.
      • Why do I have to make an appointment?

        The purpose of the appointment system is to limit the number of people in the credit union at any given time and over the course of a day, thereby lessening the exposure risk for our staff and our members.

      • How do I make an appointment?

        Simply visit dcecu.org/appointment to schedule your appointment. Alternatively, you may call our Member Contact Center at 989.835.7794 or 800.835.7794 (toll-free) to schedule.

      • Do I have to make an appointment days in advance?

        Absolutely not! Same-day appointments are welcomed if time slots are available for the service you need.

      • Do I have to wear a face covering/mask to my appointment?

        Yes. A protective face covering must be properly worn (covering both the mouth and nose) at all times in the credit union in accordance with state requirements. Individuals who are unable or prefer not to properly wear a face covering or are wearing a face covering that is not protective (e.g., a ski mask or mesh mask) are invited to use the drive-thru or other means of service instead.

      • When will you reopen for walk-in service?

        With flu season now underway and a surge of COVID-19 cases currently occurring in our state and region, it is not prudent to identify a target date to reopen for walk-ins at this time. Instead, we will continue to monitor the situation closely and will reopen for walk-in service once we have determined it is safe to do so. We will notify members via our dcecu.org/response web page and other channels when such a decision is made. In the meantime, you can make an appointment for in-person services, use our drive-thru during drive-thru hours, use our Online Banking or Mobile App, or utilize our network of 30,000 surcharge-free ATMs to conduct your transactions.

      • What are the hours for drive-thru service?
        • Our drive-thru hours are Monday – Friday 7:30 a.m. - 5:30 p.m. EST and Saturday 9:00 a.m. – 1:00 p.m. EST. Please expect extended wait times.
        • For faster service, use our self-service channels such as Online Banking, our Mobile App, credit/debit cards, phone banking (1Call) service, and our extensive ATM network whenever possible.
      • Is there a time of day that the drive-thru line is shorter?
        • Currently, our average wait time in the drive-thru is approximately 40 minutes. Wait times are typically longer in the afternoon, all day on Fridays, and the first week of each month. Typically, lines are shortest in first 2 hours of service.
        • We apologize for extended wait times as we have limited the number of employees working and reduced the number of available lanes in the drive-thru in order to maintain appropriate space between our employees recommended by the CDC.
        • To receive the most expedited service, there is little to no wait times at DCECU (or other) ATMs. Find an ATM near you.
      • Should I expect longer than normal wait times on the phone?

        Yes. For the health and safety of DCECU employees, we have enacted a robust work-from-home program and will be minimizing in-office staff which may result in extended response times. Due to the high volume of member inquiries, wait times may be longer than usual and phone calls may experience decreased audio quality.

        As an alternative, you can start a Conversation with us 24/7 through Online Banking and the Mobile App.

      • Am I still able to withdraw my money if I need access to cash?

        Yes. If you need to withdraw cash, you may do so at our drive-thru or a DCECU ATM. DCECU members also have access to nearly 30,000 surcharge-free non-DCECU ATMs nationwide through the CO-OP network. To locate a DCECU or CO-OP ATM near you, visit dcecu.org/atms.

      • Is the money I have deposited at the credit union safe and insured?

        Yes. DCECU continues to be financially sound with a strong capital position. In addition, DCECU shares/deposits are backed by the full faith and credit of the federal government and are insured up to at least $250,000 per individual depositor. The National Credit Union Administration (NCUA) is the independent agency that administers the National Credit Union Share Insurance Fund (NCUSIF). Not one penny of insured savings has ever been lost by a member of a federally insured credit union.

    • ATM FAQs

    • Financial Assistance FAQs

      • Will DCECU be offering a 90-day loan deferment that other institutions are offering?

        DCECU is monitoring the current economic situation closely and we are aware that it is impacting members to varying degrees. DCECU will be customizing solutions for members on an individual basis to resolve issues that occur. If you are currently experiencing financial hardship, a member of our solutions team would be happy to assist you.

      • I’ve been financially impacted by COVID-19. Can DCECU help?

        Yes. If you are currently experiencing personal, financial impacts related to COVID-19, subsequent government or employer actions, we are here for you. Rest assured, DCECU is ready to work with members on an individual basis to resolve loan payment issues and other financial concerns. Please reach out to our Member Solutions Team at 989 or 800.835.7794 so that we can identify a solution that specifically addresses your need.

    • Government Stimulus Payment/Check FAQs

      • How will I receive my government stimulus check(s)?

        U.S. Treasury Secretary, Steven Mnuchin, has stated that the administration expects Economic Impact Payments (stimulus money) to be delivered to eligible individuals who have direct deposit information on file with the Internal Revenue Service. Further, he shared that a web-based system will be created for people to submit direct deposit information to expedite delivery of their stimulus money. Otherwise, checks will be mailed.

        Click here for direct deposit information.

      • How do I set up direct deposit of my government stimulus check(s) or unemployment?

        Follow instructions from the IRS or unemployment agencies for specifics. You can have your DCECU direct deposit information ready by viewing this resource.

      • What do I do if/when I receive my government stimulus payment in the form of a check?

        If possible, DCECU suggests being proactive in providing the IRS with your direct deposit information as soon as you are able. Direct deposit is the safest – and fastest – way to get your stimulus money.

        If you do receive a check, to enable you to stay home and stay safe, and for the greatest protection of our staff - we provide several options for you to deposit this check and recommend the following in priority order:

        1. Submit your deposit using our Mobile App’s Mobile Check Deposit feature.
        2. Deposit it at an ATM near you. DCECU has temporarily increased ATM withdrawal limits to enable up to two $500 cash withdrawals per day, up to a maximum of $1,000 daily.
        3. Mail your deposit to P.O. Box 1649, Midland, MI 48641-1649.
        4. Stop into our drive-thru (only if necessary to minimize person-to-person contact).
      • What if I did not file a tax return in 2018 or 2019?

        If you did not file a tax return in 2018 or 2019, you can submit your basic personal information to the IRS to receive stimulus payments. Click here to access the IRS online tool for non-filers.

Resources

Protect yourself by staying informed with the latest updates and tips on how to limit the spread of COVID-19 (the coronavirus) by regularly checking information from reliable state and federal agencies.