Coast Hills

CoastHills Coronavirus (COVID-19) Readiness

Last updated Tuesday, September 1, 2020

We are fully committed to both your personal and financial well-being as you face concerns and uncertainty surrounding the spread of COVID-19.

As developments continue to evolve, we commit to keeping you updated about how we are safely and effectively managing operations. Here is what we are currently doing to protect our members and employees.

Banking Services

We have been closely monitoring the response to COVID-19 along the Central Coast, while following guidance from government and health professionals in the counties we serve. As our communities begin to reopen, we would like to welcome our members back into our branch lobbies and drive-thru banking locations during normal member service hours:

Mon - Thurs: 9 a.m. to 5 p.m.
Fri: 9 a.m. to 6 p.m.
Sat: 10 a.m. to 1 p.m.*
*Paso Robles, Five Cities, Santa Maria (Stowell) and Lompoc only.

Member and employee safety is still our number one priority, and we continue to use enhanced cleaning and sanitation processes in branches and offices. However, you'll also notice a few other changes when you enter our branches:

  • Protective shields have been installed at all employee stations.
  • Employees are required to wear a protective mask while they are working.
  • Decals have been placed on floors with six feet between each to maintain social distancing.

Please be aware when entering a branch in both San Luis Obispo and Santa Barbara Counties, a California state-wide order, effective June 18, 2020, requires masks be worn by all individuals unless you have a health condition, are hearing impaired or are a child under the age of 2.

Our Nipomo and Santa Maria (Betteravia) locations also offer external Interactive Teller Machines (ITM), where you can video chat live with a Member Services Officer without having to enter a branch. Our ITMs have also resumed normal member service hours: Mon-Thu: 9 a.m. to 5 p.m. and Fri: 9 a.m. to 6 p.m. For more information about our ITMs and a video tutorial with a step-by-step guide, click here.

Call Center hours:
Our Member Services Officers are available 24 hours a day to help you with your banking needs. Contact us at (805) 733-7600 or toll-free at (800) 262-4488. Call times may vary and higher wait times should be expected.

Self-Service Banking Tools

While our branches remain open – we encourage you to use our self-service banking tools: 
Online & Mobile Banking - Check account status, pay bills, transfer money, deposit checks and more. Enroll in online banking and download and install our mobile banking apps for iOS and Android today.

Loan Pay - Pay your CoastHills loans1 from another financial institution by using our quick, easy and FREE service, Loan Pay. If you'd prefer to pay by phone, we are waiving the fee through April 30, 2020, however we are experiencing higher than normal call volumes at this time. 

CoastHills Visa® Credit & Debit Cards -  Restricting your use of cash is one method to help prevent the spread of disease. Visit any  CoastHills branch to obtain one instantly. Please note, you must have a CoastHills checking account in order to have a CoastHills Visa® debit card.

Contactless Payments - Limit the number of times you hand your Visa® credit or debit card to another person by using contactless NFC payments with your mobile device or smartwatch. CoastHills Visa® credit and debit cards are each compatible with Apple Pay, and our credit cards may also be used with Google Pay.

ATM Network - Access your account using any of the CO-OP Network ATMs. You can make deposits, cash withdrawals, transfers, and check your balances and more than 30,000 ATMs nationwide. We encourage the use of gloves or sanitizing wipes when using ATMs.

Online Messaging
- You can reach member services by phone 24/7 by calling (805) 733-7600. Wait times for calls may be higher than normal, so we also offer the option to send a secure online message from your online browser or mobile device. From our mobile app, select messages from the sandwich menu and tap the pencil. From within online banking, look for the "Message Center" link in the upper right.

Reduced Payment Program

If you participated in the Financial Relief Skip-a-Pay Program or the Disaster Relief Program and are still facing difficulties paying your CoastHills loans due to COVID-19, we're now offering the Reduced Payment Program. This program is for all of our consumer loan products (auto, RV, signature loans, Visa credit cards and lines of credit) but does not include First Mortgages, HELOCs or Fixed Second Mortgages. 

To qualify for our Reduced Payment Program, you must have already participated in our Financial Relief Skip-a-Pay Program OR our Disaster Relief Program, and be current or less than 30 days delinquent on your loan.

Requesting a reduced payment is easy. Simply complete this form and either email or mail it to us or drop off the form at any of our branch locations, however we do encourage you to use other options before coming to a branch. 

Mortgage Relief Options

Looking for financial relief for your CoastHills mortgage products because of pandemic-related hardships? The process will differ based on which type of loan(s) you have.

For first mortgages, or the original loan taken out on your property, please call CENLAR, our mortgage servicing provider, at (800) 223-6527 for information. Lines are open Monday through Friday from 5:30 a.m. to 5:00 p.m. and Saturdays from 5:30 a.m. to 2:00 p.m. All times noted are Pacific Time. Please have a recent statement on hand to relay your account number. Copies of your statements can also be found online through the online banking portal on our website. Call centers are experiencing higher volume than usual, and you may be asked to hold or request a callback.

For a home equity loans, such as a HELOC or a fixed second mortgage, see our Financial Relief Skip-a-Pay above.  

Business Services Relief Options

On Friday, May 15, 2020, the Small Business Administration (SBA) and Department of Treasury released the Paycheck Protection Program (PPP) Loan Forgiveness Application with detailed instructions. If you’ve received PPP funding through CoastHills Credit Union, please forward your application package as outlined, here

Look Out for Fraud and Evaluate Your Finances

If you’re worried about your financial security,  take some steps to evaluate your situation. Times will surely be tough moving forward, but with relief programs on the way and some creditors and utilities evaluating policies to add leniency, don’t wait to act.

If you’re in a position to help your family or others in need of securing supplies, be aware that criminal activity is often heightened during a crisis. Recognize the signs of fraudsters looking to take advantage of your kindness or people’s desperation to purchase scarce items. We will never text or email members asking to be contacted about their account information.

Additional Information

Please stay tuned to for our latest updates. For additional info about coronavirus (COVID-19), visit official sources such as the national Centers for Disease Control and Prevention (CDC)

For information about Economic Impact Payments, please visit the IRS Economic Impact Payment Information Center. To check the status of your payment, the IRS has created a portal on their website called, Get my Payment where you can see your payment status, payment type (direct deposit or check) and whether they need more information from you.

Above all, practice safe habits to help keep you and your loved ones as healthy as possible.

1Credit Card and First Mortgage product loans are not available through Loan Pay. To pay on those loans, you would select the Visa or Mortgage tab at the top of Online Banking, then payment options. Or you may call (805) 733-7600 or toll-free (800) 262-4488 to speak with a Member Services Officer. The fee for payments by phone will be waived until April 30, 2020.
2 Members must be in good standing with a minimum of five payments made to the loan, and all loans must be in current order or within their grace period in order to participate in this program. Maximum of one skipped payment per eligible loan utilizing the Financial Relief Skip-A-Pay program. The Credit Union may terminate this program at any time. This program is outside of the normal Skip-A-Pay program and does not impact eligibility.