COVID-19 Updates | Protecting our Members and Community
As we continue to monitor the impacts of the coronavirus throughout the Tucson community, we want to reinforce our continued commitment to your financial wellness, while providing a safe environment for our employees and members. Keep checking back for updated information and announcements.
UPDATE: FEBRUARY 23, 2021
CREDIT UNION UPDATE: Branch Lobbies Re-Opening | System Upgrade Recap
Lobbies Opening to Walk-In Services
Pyramid brances will re-open to walk-in traffic on Monday, March 1st. We encourage you to make an appointment for non-teller transactions as lobbies will be limited to five people at one time. Anyone entering a branch is required to wear a face covering and practice social distancing.
System Update Information
We know that some of you had difficulties during our upgrade at the beginning of the month. On behalf of all of us at Pyramid, we apologize for the inconvenience and appreciate your patience as we worked through this process. Our Contact Center was extremely busy and we're sorry for the unusually long wait times on hold. We continue to work hard to address individual issues that you might be experiencing.
As many have requested, we have enabled Multi-Factor Authentication (MFA) for added security. You will need to retrieve and enter a code to login on any new browser or device. If you don't accept cookies or if you clear them when closing your browser, you will need to enter a code for each login. Please don't share the code, or any of your personal login information!
You should now be able to access your accounts through Online Banking (from a computer browser), through our Mobile App, or through Joy, our Voice Banking service. If you are having trouble with any of these digital services, we have set up a dedicated email for you to notify us at PyramidOLB@pyramidfcu.org. Please include some information about the problems you are having and best number to reach you. DON'T include personal or account specific information in an email. We will reach out to you to get details.
Finally, we appreciate your patience and understanding over these past few weeks during the system upgrade. In the long run, these changes will help us to provide more convenience, enhanced security, and greater service delivery options that you expect from your credit union.
UPDATE: JANUARY 11, 2021
Coronavirus Spread Impacting Pyramid Services
Like much of the area, Pyramid Federal Credit Union continues to feel the impacts of the coronavirus. Due to staffing shortages and safety precautions, we have had to limit services as follows:
EFFECTIVE MONDAY, January 11, ALL IN-BRANCH SERVICES will be by APPOINTMENT ONLY. Use our online scheduler or call us at (520) 795-7950.
BROADWAY BRANCH will remain temporarily CLOSED for in-branch services. Drive-Up ITM/ATM services will be available.
GRANT ROAD BRANCH will offer ONLY DRIVE-THRU services.
Shared Branching services for GUEST MEMBERS are not available at this time.
We apologize for any inconvenience this may cause but appreciate your patience and understanding during these challenging times. Our goal always is the health and safety of your members, our staff, and our community. Please keep checking back for updates here and on our Facebook page.
UPDATE: DECEMBER 30, 2020
Second Round of Economic Impact Payments Being Delivered
Pyramid FCU members will begin receiving direct deposits from the IRS for the newest economic stimulus payments. Some may already see pending deposits in your accounts. Funds will be available beginning Monday, January 4, 2021.
WELCOME BACK | Branches Re-Open: Update on Services
On behalf of all of us at Pyramid Federal Credit Union, I would like to thank each of you for working with us during this difficult and challenging time. While we continue to monitor the guidance of the Pima County Health Department on providing a safe environment for our employees and our members, I am happy to report that our branches have reopened today, Monday September 28th.
To remain vigilant, please be aware of some new procedures and guidelines:
All members are required to wear a mask to come inside our lobbies.
Please respect our social distancing markers in the lobby; this may limit the number of members inside at one time.
We continue to accept appointments online through our website.
Here are some other updates:
We made the difficult decision to close the Speedway branch, which closed permanently last Friday. Speedway staff have been reassigned to other locations and we have not eliminated any positions at the credit union.
The Speedway ATM is available for use.
Branches will remain CLOSED on Saturdays. Our Contact Center is open to assist you on Saturdays from 9am–1pm over the phone or with transactions at the ITMs (Broadway and Rita Ranch).
Even though our branches have reopened, we encourage you to continue to use our remote and digital services which are available 24/7 from the safety and convenience of your home.
Remote Check Deposit: We receive thousands of checks each month that are deposited through our ATMs or our Mobile Banking App. I encourage you test out the service from your mobile phone or tablet. If you haven’t already downloaded the Mobile App, it is available for Apple and Android devices. Be sure to correctly endorse the check by writing “Mobile Deposit for Pyramid FCU” along with your signature and account number on the back of the check.
Our Contact Center is available Monday-Saturday at (520)795-7950 for phone assistance.
COVID-19 has had a significant impact on our community. During this time, we have continued to support local non-profits through our donations and community outreach. Pyramid is owned by our members and we strive to provide timely and relevant financial services to meet your needs. If you have been personally impacted and need assistance, please let us know so we can find solutions to help.
Thank you for being a member! Ray Lancaster, CEO
UPDATE: JULY 17, 2020
High Call Volumes to our Contact Center | Longer Wait Times for Phone Services.
We are experiencing high call volumes for Phone assistance. Thank you for your patience and understanding. We encourage members to use other services when possible.
Drive-Thru Services at Speedway and Grant branches | Drive-Up ITM/ATMs at Broadway and Rita Ranch locations (Click for hours)
UPDATE: JULY 6, 2020
Rita Ranch branch has been thoroughly sanitized and is now accepting appointments.
Thank you for your understanding during the temporary closure. Use the appointment scheduler for in-branch services.
UPDATE: JUNE 30, 2020
Rita Ranch branch is temporarily closed due to positive COVID-19 test results.
Message from our CEO, Ray Lancaster
During this challenging time, the health and well-being of our employees and members continues to be a priority. I would like to report that one of our employees at the Rita Ranch branch has tested positive for the COVID-19 coronavirus. I feel it is necessary to share what information we know to keep you better informed.
We were notified the evening of Monday, June 29 about the positive result and we immediately took action. The employee has not been in the branch since Wednesday, June 24. As a result, we are taking the following steps:
On Tuesday, June 30, we have temporarily closed the Rita Ranch branch; members can continue to use the drive-up ITM/ATM at the Rita Ranch branch.
A professional cleaning crew will perform a thorough and detailed disinfectant wipe down of the entire branch.
After the wipe down has been completed, the entire branch will be sprayed with a sanitizing spray.
All employees at the branch are being tested for COVID-19 today.
During this time, we encourage members to use our online and mobile banking services ATM/ITMs, drive-thrus, or call our Contact Center team at (520) 795-7950 for assistance. If in-branch services are needed, members can schedule an appointment at another Pyramid location. In accordance with City and County guidelines, face masks will be required for anyone entering a branch.
We will re-open the Rita Ranch branch as soon as it is safe and can confirm that no other employees are affected.
Thank you for your patience and understanding as we manage this situation safely.
UPDATE: JUNE 24, 2020
Speedway Branch will be Closing. No In-Branch appointments. ATM & Drive-Thru available.
The decision to close a branch is never an easy one. As technology continues to advance, the demand for and usage of digital and remote services continues to increase. As well, we continuously review our operations to ensure that we are providing value to our members. With declining transaction volume and limited growth, we made the difficult decision that we can no longer justify the continued investment in the Speedway branch.
The Speedway branch, located at 7740 E Speedway Blvd. will permanently close in July. We are no longer accepting appointments for in-branch services.
The Speedway ATM will remain open at this location.
Drive-Thru services will continue to be available temporarily at Speedway.
Rest assured, you will continue to see the familiar faces of our Speedway employees as they assume roles at other Pyramid branch locations.
UPDATE: MAY 28, 2020
Moving Forward Message from Our CEO, Ray Lancaster
On behalf of all of us at Pyramid Federal Credit Union, I would like to thank each of you for working together with us during these challenging times. Through these challenges, we continue to enhance the way we serve our members safely, especially with our remote and digital services. While change is never easy, we have learned that many of the transactions and banking services needed can be completed without coming inside a branch. Checks can be deposited securely and remotely using the Mobile App, through our deposit-taking ATMs/ITMs, or night drop boxes at all locations. Transfers, loan payments and applications, eStatements, even secure messaging about your account, can all be done using our Online and Mobile applications. This is the new normal in banking.
As we begin the process of moving forward, we are monitoring the coronavirus situation daily. Our branch lobbies will remain closed until we have safety measures in place to ensure that we are minimizing risk to both our staff and our members. <READ THE FULL MESSAGE BY CLICKING HERE>
Updated Services & Announcements (for details click on full message above)
Limited Services will Resume on SATURDAYS | Contact Center phone support will be available from 9am-1pm
In-Branch Services Remain Closed to Walk-In Traffic | By Appointment ONLY Monday-Friday
Speedway Branch will Close Permanently on Friday, July 3rd
Annual Meeting Rescheduled to Virtual Meeting | Tuesday, July 14th at 6pm - Watch for Details
UPDATE: MAY 12, 2020
A Shift to Non-Branch Channels. Is This Our New Normal?
Today's new normal includes a level of uncertainty in just about every aspect of our lives. One thing our members can count on is that Pyramid Federal Credit Union will be here to serve your financial needs. The way that service is delivered will continue to change and evolve.
“Anything we do needs to focus on operating in a safe and secure way for our members and our staff,” says Ray Lancaster, Pyramid’s CEO. “We’ve been around 91 years and we’re not going anywhere. We want our members to know that we understand the challenges they are facing and we’re here to help.”
Remote and Digital Services
In light of social distancing and limiting in-person contact, the transition to less conventional banking like Online and Mobile Banking and ITM technology has accelerated. And, it’s not going away. Last year, Pyramid invested in an upgraded online and mobile platform to bring easier and more secure access for members. Remote Deposits can also be done using our Mobile App and your smart phone or tablet.
In January, new ITM (Interactive Teller Machines) installed at our Broadway and Rita Ranch branch locations help bridge the gap for those members who still want some personal connection. Members can use these drive-up ITMs to connect via video to a Teller who can assist with many of the transactions normally done inside a branch. After hours, the ITM reverts to a traditional ATM where members can get cash or make deposits (cash and paper check deposits). We encourage members to continue to use our Drive-Up windows, ATMs/ITMs, and Online and Mobile banking whenever possible. These have proven to be safe and convenient methods to conduct most routine financial transactions.
For some, embracing new technology will take more time. We’re here for you, too. If you need or prefer to speak with us directly, we ask you to understand that call volumes to our Contact Center are high right now. Members may experience longer than usual wait times.
Looking ahead, we do expect that there will be some changes when we re-open our branches. Health and hygiene will remain a priority. Social distancing requirements will continue. When we open, you will see that we added germ barriers to keep our employees safe and let our members know that we’re working to keep you safe as well.
UPDATE: APRIL 28, 2020
Beware of Coronavirus Scams
Reports of scams targeting people's fear and uncertainty surrounding the coronavirus pandemic increasingly commonplace. The best rule of thumb is to always proceed with caution and verify everthing. Here are some important resources to help you protect yourself and your finances:
As of now, we do not expect any changes to the current business hours. In-branch visits will continue to be limited to services which cannot be done through other channels. Fortunately, Pyramid invested in significant upgrades to technology and resources to help you take care of your financial business remotely. We appreciate your understanding as we continue to ensure the safety of our staff and you, our members.
Current Business Hours | Monday-Thursday 9am-5pm, Friday 9am-6pm
Phone assistance through Contact Center at (520) 795-7950 during Business Hours
Staffed Drive-Thru and ITM services during Business Hours
NO Saturday hours
NO Shared Branching transactions
Enhanced Digital and Remote Services
Earlier this year we upgraded our Online and Mobile Banking to provide members with a better and faster way to bank. View transactions, check balances, transfer funds, pay bills and more from your home computer or mobile phone. Voice banking is also available at (520) 775-0928. Speak in natural language to JOY, our automated banking assistant, to check balances, transfer funds and more.
All Pyramid branches offer deposit-taking ATMs (both cash and check deposits accepted). Deposits and loan payments can also be made through our night drop boxes at each location. With our new ITM technology, you can interact with a Teller through the ITM at our Broadway and Rita Ranch locations to take care of your banking needs from the safety of your vehicle.
Online Loan Applications and Support
Our lending team is available to assist you remotely as well. Loan applications, including requests for loan relief programs, are available online. In many cases, you can sign your documents and complete your request without coming into a branch.
To request a Skip-A-Pay for vehicle, credit card or personal loan payments, click here. Regular fees are being waived for this service.
For assistance with a Home Loan, Refinance, or Home Equity loan, click here. A Home Loan specialist will contact you.
We are here and we continue to work hard to ensure your financial needs are met SAFELY. Let us know how we can help you at (520) 795-7950.
UPDATE: APRIL 8, 2020
Pyramid Open as Essential Service
As an essential service, Pyramid Federal Credit Union remains OPEN for our members. To ensure the safety of our staff and members, in-branch services are limited and an appointment is required. We urge members to use remote and digital services such as Online and Mobile banking, ATMs (all Pyramid ATMs can accept cash and check deposits), and Drive-Thru services whenever possible to avoid unnecessary in-person contact. Member service representatives are also available to assist members over the phone by calling (520) 795-7950.
Saturday service hours have been suspended.
THANK YOU to our amazing Pyramid FCU members who have expressed support an appreciation for the efforts we are making to keep our operations running while helping to keep members and staff safe and healthy.
Whether you're fortunate to still be working or waiting for federal relief payments and unemployment benefits to kick in, we want to encourage our members to use this time to re-assess how best to manage your finances for a new future. Read our new blog post, MANAGING THROUGH UNCERTAIN FINANCIAL TIMES. We offer some insights on saving, budgeting, and protecting yourself from fraud.
If you are experiencing a financial hardship, give us a call at (520) 795-7950 to discuss options.
UPDATE: MARCH 31, 2020
Stay Home. Stay Healthy. Stay Informed.
With the health and safety of our community a top priority, we support the Governor’s “Stay Home. Stay Healthy. Stay Informed.” Executive Order to help contain the spread of COVID-19 throughout Arizona.
Until further notice, we have realigned services to make sure members' financial needs are met while ensuring that our staff, their families, and our greater credit union family remain safe. We will continue to monitor the situation and may implement additional changes if necessary.
As an essential service, we will remain open and accessible to members. To minimize in-person contact, the following changes will take place effective immediately:
NO SATURDAY HOURS, including in-branch, drive-thru and Contact Center services.
Limited in-branch services BY APPOINTMENT ONLY.
Online, Mobile, and Phone Banking provide members with 24/7 access to your accounts. Check balances, transfer funds, pay bills, deposit checks, apply for a loan, and more, without leaving your home.
Please understand that your accounts are safe and secure at Pyramid. We remain financially strong and are committed to helping our members through this unprecedented global crisis. If you are experiencing a financial hardship due to the current situation, we are here to help. We urge you to follow the Stay Home mandate. We will get through this by working together.
At Pyramid Federal Credit Union, the health and well-being of our members, staff and community are our top priority. We are paying close attention to updates about the COVID-19 situation and are following guidance from the Centers for Diseases Control and the Arizona Department of Public Health to ensure that we are taking appropriate precautions in our branches and adequately educating our staff. Most importantly, we are prepared to be responsive to changes that could lead to disruption while ensuring access to your money and accounts here at Pyramid. We are prepared to continue serving your financial needs.
YOUR CREDIT UNION IS OPEN. Until further notice, in-branch services will be limited by appointment.
Pyramid Federal Credit Union operations will continue so you will always have access to your accounts and cash as we work through the management of COVID-19. Limiting in-person social interaction is key to reducing potential spread of the virus. We encourage you to rely on our digital technology and remote services for your basic banking needs until the thread of the coronavirus has passed.
Services Available Outside of All Branches
Cash-dispensing and deposit-taking (cash and checks) ATMs at all 5 Pyramid Branch locations
ITMs (Interactive Teller Machines) at Broadway and Rita Ranch locations. Speak directly to a Pyramid teller from your car to transact your necessary services
Drive-Thru servies available at Speedway and Grant branch locations
Mobile check deposit available with the Pyramid Mobile Banking App |For AppleandAndroiddevices
Access to thousands of surcharge-free ATMS across the country through the CO-OPandAllpointpartner networks
To schedule an appointment, call us at (520) 795-7950.
BEWARE OF SCAMS
In times like these, a natural reaction may be to withdraw your cash and secure it somewhere in fear that you won’t be able to access your money. We cannot emphasize enough how dangerous it is to withdraw large amounts of cash to store in your home or elsewhere. The safest way for you to protect yourself and your money is to leave it securely deposited at your credit union, where your funds are federally insured.
Scam artists take advantage of times like these to gain access to bank accounts. Protect yourself by being aware of suspicious emails and text messages. Keep your eyes open for medical supply scams, fraudulent donation sites, or anything else that seems fishy. If it seems like it could be fraud, it probably is, so listen to your gut and don’t provide your personal identification (usernames, passwords, Social Security number, etc.) unless you are 100% certain you are dealing with a legitimate organization—one with whom you have made the initial contact. Do not click on links or download attachments from unknown email senders, and do not make purchases or donations on any unknown sites.
The Federal Trade Commission warns everyone to be on high alert to potential scams. Click here for tips and resources to help keep you safe from scammers.
ACCESSING YOUR MONEY
Pyramid Federal Credit Union remains open and our staff is here to continue to serve you. You should ask yourself, what are the different ways you can access your money? You should always have more than one way. Here are a few ideas to consider:
Debit & Credit Cards
If you don't want to handle money, your Pyramid debit and credit card will give you some peace of mind. If you need a card, we can provide "Instant Issue" debit cards at all branch locations. We can also take an application for a Pyramid VISA credit card over the phone or online, as well as process a request to increase your credit limit if needed.
You can deposit cash or checks at any of our 5 branch ATMs. Remote check deposit is also available through the Pyramid FCU Mobile Banking App. Clik the links to download for Android and Apple devices.
Online Bill Pay
Bill Pay is a free service offered to Pyramid FCU members through your online and checking account. Rather than writing your own checks and mailing payments, with Bill Pay you can set up payments to individuals and merchants on a one-time or recurring basis. The Bill Pay provider then processes those payments on your behalf, either electronically or by sending a check. Many merchants now participate in Bill Pay programs and accept electronic payments so your payments arrive in just a few days. There are still some merchants who require check payments, so you need to make sure you are scheduling your payments with enough delivery time to reach the merchant on or before the payment due date. You must have a Pyramid checking account to enroll in Bill Pay.
JOY Voice Teller
Pyramid's conversational voice banking assistant, JOY, is available 24/7 by dialing (520) 775-0928. Speak in natural language to ask JOY for your account balances, transfer between accounts, schedule loan payments, and more.
WHAT WE'RE DOING TO HELP WITH PREVENTION
We have already taken steps to keep everyone protected. These include:
Increased cleaning and sanitizing of workspaces and public areas.
Social distancing when possible, including limiting in-branch access.
Holding virtual meetings as needed.
Employees working remotely or refraining from coming into the office if showing any symptoms of illness.
YOUR FUNDS ARE SAFE
We would like to remind you that your deposits at Pyramid Federal Credit Union are safe. Pyramid is well-capitalized and financially strong. Further, your funds are federally insured by the National Credit Union Administration (NCUA) to at least $250,000 and backed by the full faith and credit of the United States Government.