We are here for you - Member FAQs

We recognize uncertainty can be difficult. Here are some Frequently Asked Questions to provide you with some answers during this uncertain time.

What is Alterna doing to protect its members and staff from COVID-19? Expand/Collapse

The safety and wellbeing of our members and staff has always been our priority. That is why we have increased cleaning services to our branches, ABM machines, and offices, and access to sanitizers and disinfectant.

Members who have recently returned from out-of-country (including the United States) or are experiencing cold or flu symptoms including aches and pains, sneezing, coughing, shortness of breath, are being asked NOT to visit a branch. If your need is urgent, please call your branch and make an appointment.

Members should visit a branch for urgent or essential reasons only. By heeding the social distancing advice of our health officials, you can do your part. Allow for space between yourself, other members, and staff when possible.

Online, mobile, or telephone banking are the best ways to complete your day-to-day banking and protect yourselves and others from the spread of COVID-19.

Staff are encouraged to follow effective hygiene strategies like discouraging handshaking and encouraging frequent handwashing as directed by public health authorities.  

Is there support for members who are experiencing financial hardship due to COVID-19 impacts, such as deferring mortgage payments or other financial obligations? Expand/Collapse

In addition to support that is being provided by our government, we recognize that some of you, for personal and/or business reasons, we will need additional assistance to help you get through this extraordinary time. Please call your branch to discuss options to help with your cash flow.

How can I find a branch near me? Expand/Collapse

To locate the nearest available branch, you can use our Branch/ATM Finder.

Branch hours will be:

  • Monday – Friday from 10:00 am – 3:00 pm.
  • Saturday from 10:00 am – 1:00 pm.

What if I need cash? Expand/Collapse

Alterna members have access to the largest surcharge-free ATM network in Canada through THE EXCHANGE® Network, with over 3,700 ATMs to serve them. Find the one closest to you.

I’m not comfortable going into the branch, what can I do? Expand/Collapse

Your banking can be done anywhere and at anytime by using our

These services allow you to:

  • Check balances
  • Pay bills
  • Send money (mobile and online only)
  • Transfer funds between accounts
  • Deposit cheques (mobile only)
  • Find the nearest Alterna or Exchange Network ABM (mobile and online only)

Not set-up for online or mobile banking? Give us a call at 1-877-560-0100 and we can help set you up.

For information and tips please refer to our Online Banking Demos.

How can I stay up to date on what’s happening? Expand/Collapse

For further Alterna updates on COVID-19 please click here. We’re constantly monitoring developments during this global health situation and will continue to update impacts to your banking experience and ways that we can help support you as the situation evolves.

Our main concern is the health and safety of our members and employees and we are working to ensure that our services continue while supporting your need for safety.

Should we need to contact you, we encourage you to update your contact information by logging into online banking, calling 1-877-560-0100 or by sending an email to getintouch@alterna.ca.

What are your Contact Centre hours? Expand/Collapse

New Contact Centre hours to better serve you are:

Monday to Friday           8:00am - 6:00pm EST
Saturday and Sunday    9:30am - 4:00pm EST