​A Message from Your CEO Regarding COVID-19

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  • A Message From Your CEO

NOVEMBER 30, 2020

Dear Members,

I trust you are keeping well and safe during this most unusual Holiday Season. As I’m sure you are aware, the Ontario Government has announced new lockdowns with widescale measures and restrictions for Toronto Public Health and Peel Regional Health Unit as of November 23, 2020 for at least 28 days and is urging residents to celebrate the upcoming winter holidays only with the people they live with. Fortunately, there has been some positive news for 2021, with great progress on vaccines developed in record time that will help get our lives back to normal.

Our definition of “normal” has changed drastically over the last couple of months. Courtesy of COVID-19, we value our family, friends, and community more than ever. For the time being, we must accept that holding virtual gatherings is the quickest and easiest way to stay in touch. Let's try to make the best of it to keep everyone safe and healthy.

The COVID-19 pandemic has accelerated Moya’s priority of offering more digital banking services. We are making great progress toward building a seamless, full-service digital branch. Our new digital banking products are designed with contemporary and high-impact features and will provide an improved and easier-to-use online experience. This transition is an opportunity to focus on the content that’s most valuable to you, our members. We encourage members to take advantage of our new online banking and our soon to be launched improved mobile app.

While our main branch remains open, we continue to ask members to avoid non-essential visits. We are asking our members to be understanding in that Moya has only one fully operational branch (with limited services in Hamilton) and this presents a high-risk for the continuity of our operations. We will continue serving our members in-branch by appointment only, Monday to Friday, from 11:00 AM to 3:00 PM.

Please use our online banking options, reach out via phone or email, and take advantage of our secure drop box at the Brown’s Line branch and our extensive ATM network. This is also a great time to take advantage of our new tap debit cards.

We continue to recommend these tools as a first choice:

Our staff can assist you with most of our services remotely, Monday to Friday, from 9:30 AM to 4:30 PM.

  • If you require assistance with day to day banking, products, and services, please call 416-255-1742 or send an email to main@moyafinancial.ca.
  • If you require assistance with term deposits or mutual funds, please call 416-255-1742 ext. 208 or send an email to invest@moyafinancial.ca.
  • If you require assistance on loans or mortgages, please call 416-252-6527 or send an email to loans@moyafinancial.ca.

Thank you for your continued support and understanding!

Tony Krosel

OCTOBER 1, 2020

Dear Members,

Bringing Some Certainty to Uncertain Times

We have all experienced in small and large ways a lot of change in our everyday lives in the last few months.  Now more than ever, we need to support each other and continue to come together, in whatever ways we can, as a community.

With the help of careful planning and taking the unprecedented step of moving to appointment only in-person banking we have been fortunate that everyone at Moya is doing well, and we were able to keep our main fully operational branch (with limited services in Hamilton) open to serve members.  We are fully aware of the risks of this pandemic for our business operations. And after taking into consideration the safety of our employees, our thoughts quickly turn to ensuring that every decision we take is member focussed. We support a gradual and proactive approach to reopening our offices while keeping health officials' guidance and mandates top of mind and will keep you informed of any changes.

While our main branch remains open, we continue to ask members to avoid non-essential visits. Please use our online banking options or reach out via phone or email and take advantage of our secure drop box at the Brown’s Line branch and our extensive ATM network. For now, we will continue servicing our members in-branch by appointment only Monday to Friday from 11:00 AM to 3:00 PM.

Our staff can assist you with most of the services remotely Monday to Friday from 9:30 AM to 4:30 PM.

  • If you require assistance with day to day banking, products, and services, please call 416-255-1742 or send an email to main@moyafinancial.ca.
  • If you require assistance with term deposits or mutual funds, please call 416-255-1742 ext. 208 or send an email to invest@moyafinancial.ca.
  • If you require assistance on loans or mortgages, please call 416-252-6527 or send an email to loans@moyafinancial.ca.

The uncertainty we are facing with a second wave of the COVID-19 pandemic is unsettling for everyone. It is one of many things that can increase the level of frustration. At times, it can feel like the rules are changing by the day or hour, and are either not strict enough or too constraining. We are overly thankful for our hardworking staff and thanks to the understanding and loyalty of our members. Your patience is very much appreciated.

Although the credit union business model is based on a face-to-face relationship with members, today, all members – particularly younger members – expect to interact digitally with Moya Financial through multiple channels: mobile app, online and telephone banking, email – even our active social media channels. We all want a seamless and consistent experience – our goal is to deliver a better experience each and every day and create additional value for our members, and to be here for you on those occasions where online banking isn’t enough.

This year we commit to implement powerful technologies that help us deliver to the members services and features that you expect from a modern financial institution. We have been working extremely hard on this for the past few months with our provider Central 1 to release the two remaining channels of their Forge Digital Banking Platform by December 2020: a brand-new mobile app and online banking platform.

The new app and online platform include everything digital banking – all on one modern and streamlined platform designed to transform the member experience.

Our commitment to the community is now as real as ever. As we promised, we will expand our community commitment to 4% of our net profit. We are happy to announce that a whole new community focussed website is now live to both make sure that organizations within our community can easily access information about how we can help and keep you, the members, informed. With a similar look and feel as our banking page, MoyaCommunity.ca is solely dedicated to everything about our members' organizations and businesses, our honeybees, and our Giving Back program. We highly encourage all community groups and business members to take advantage of this platform to promote their events, businesses, announcements, and more.

We are stronger together, so take care of yourself and each other.

Tony Krosel

AUGUST 10, 2020

Dear members,

We continue to receive feedback regarding Moya Financials’ approach to branch operations since the beginning of the COVID-19 crisis – thanks for taking the time to let us know what you think and how we can continue to help.

As you are no doubt aware on July 31st, businesses and public spaces in the GTA were able to reopen according to the Province’s Stage 3 plan. So far, we made tremendous progress in the ongoing fight against COVID-19 and at the same time, we were able to maintain an excellet level of service – thanks to the sacrifice and hard work of all our member-facing staff, and thanks to the flexibility, patience and loyalty of our members.

Members have been asking when we plan to return to regular branch hours, and without appointments. Stage 3 does not mean that the fight against this deadly virus is over – far from it. Everyone must continue to be vigilant and follow public health advice and workplace safety guidelines. We are asking our members to be understanding in that Moya has only one fully operational branch (with limited services in Hamilton) and this presents a high-risk for the continuity of our operations, so for the time being we will continue to have restricted operations until at least September, when we will re-assess the situation. Until that time, we will continue to serve members on an appointment-only basis.

We continue to ask members to avoid non-essential travel into our branches for service. When you do visit our branches, please follow all official health guidance by maintaining physical distancing. Our doors will remain locked when a branch reaches its designated maximum in-branch group limit. This can mean that members will have to wait outside to limit the number of people inside. We apologize for this inconvenience – I’m sure you are experiencing this in other facets of your life as you go about your day. We continue to support and enforce mandatory face coverings in branches as per City of Toronto regulations. You cannot visit our branch for any reason in person without a face mask.

We encourage members to continue to use our online banking options. As we talk to our community, we are still learning that there are many products and services that members do not know we offer. Services like Deposit Anywhere™, international wires, night deposit, and a variety of credit cards to name a few. You may get a call from a member of the Moya team, who will share information on many of the products and services we provide. We hope you appreciate these reach-outs and find the service offerings convenient and useful.

Thank you for all the business you do with us today and for your continued patronage, and thanks again for your ongoing feedback.

Your understanding and proactive actions to protect yourself and others during the COVID-19 crisis are appreciated by me and everyone you encounter. Thank you for your continued vigilance.

Tony Krosel

​JULY 14, 2020

Dear Members,

Greetings, and I hope you are having an enjoyable summer, notwithstanding the limits put on our lives by the ongoing COVID-19 crisis.  It will be amazing to once again enjoy time with friends and family without the notions of social distancing and “community spread” and seeing you at the various community events and picnics!

As you know, many businesses are beginning to reopen carefully along with other community support services across the Province of Ontario, and to a lesser degree in the GTA. We have been planning our actions going into Phase 3 of the Ontario reopen, which for the GTA area including our branch remains still outstanding. This, coupled with the notion that a second wave is a real possibility later this fall, has me cautious about moving too quickly.  We have seen all too clearly the real impacts opening too aggressively in the United States, as much as we would like our lives to get back to normal.  Similarly, we have seen in other parts of Canada and the world that maintaining a cautious pace leads to longer term, more sustainable resumption of normal business and personal activities.

Moya Financial has been operating within health official guidance and will continue to do so. We have restricted hours of operations (Mon-Fri from 11:00 AM to 3:00 PM), branch visits are allowed by appointment only, physical distancing is enforced in branches with limited number of people allowed inside, and we continue with our increased sanitation procedures.  We are enforcing mandatory face coverings in branches as per City of Toronto regulations.  You cannot visit our branch for any reason in person without a face mask.

We continue to ask members to avoid non-essential visits into our branches for service. The Moya team is working to find solutions to transactions that require in-branch service, to help reduce essential traffic into the branch.  For example, we may inquire on what brings you into the branch and may suggest an alternative solution for your transaction. I am learning that still many of our members do not know some of the services we provide like Remote Cheque Deposit CaptureInterac e-Transferonline statementsATM and drop-box deposits, our mobile apptelephone banking and more. Please be open-minded to trying one of these solutions to assist us keeping our staff and community safe. Your patience and cooperation during these unique times is greatly appreciated.

The pandemic has forever changed the finance industry and is changing the ways which we manage our finances and accelerating all financial institutions’ digital strategies. This is no different at Moya Financial as we continue to move forward on our banking technology, which will ensure that we serve you well, remain relevant to our membership, communities, and future generations of members. We have been slowly shifting more and more services from physical branches to online as the members move online. We will be launching a new website shortly, and later this year a new mobile app and online banking platform that will enable us to bring even more services to you virtually.

On another note, we continue to focus on delivering enhanced member services, and I am very proud to announce Moya is expanding our financial planning services as we welcome Taras Komarnytski, Certified Financial Planner, to our Moya family. Our members will have the added benefit of enhanced financial planning expertise from a certified professional. With Taras’s deep knowledge and experience, we are ready to help members make educated financial decisions that are custom tailored to their own individual or family (present and future) financial situations. Email invest@moyafinancial.ca or call 416-255-1742 and make an appointment with Taras today!

Lastly, let me remind you that we are here for you – our members – and for our community. We hope we demonstrate this every day, and we will continue to ensure that 4% of our net profits go back into the community.

With many of the key events that we supported in 2019 not be possible in 2020, we have launched a Community Relief Fund. We encourage organizations to apply and let us help you in this most unusual of years.

Thank you,

Tony Krosel

MAY 14, 2020

Dear members,

I hope and trust you are all well and managing yourself and your families through this most unusual time. It was certainly a Mother’s Day that we will remember for many years, and I join you in hoping life returns to something more normal in the months and years ahead.

In the meantime, we continue to support the health recommendations and the precautions taken for keeping our employees, members, and community safe during the COVID-19 crisis. The decisions to reduce our branch hours and service our members in-branch by appointment only for emergencies were not taken lightly. We understand that they impact your ability to access the financial services in the ways you were accustomed to.

Together we are all adjusting to our new normal. We are seeing dramatically higher online banking usage and have helped countless members over the phone. Volumes of email inquiries and assistance, relief loan applications, and individual inquiries have also increased considerably. Our staff and management are working very hard for you. Serving our members virtually and over the phone will continue to be Moya’s top priority. We recently successfully held our very first virtual Annual General Meeting; while we missed seeing everyone at our annual event, we continue to serve the membership and carry on the business of your financial institution.

I want to reiterate health official messages that the fight against COVID-19 is far from over – we will all be dealing with changes to our daily lives for the foreseeable future.  Ontario’s plans for staging back-to-normal levels of economic movement is to help us protect each other. We all must do our part to work collaboratively to manage risk, use common sense and remain vigilant to flatten the curve. To stay up to date on what financial support programs are available from the different levels of government, I encourage you to visit COVID-19: Guide and Government Aid Programs. Many of the programs’ details change regularly.

Moya continues to develop its plan to reopen its doors to the public when it is safe and appropriate to do so. The health and safety of our employees and our members will remain the core of our decision making while balancing high-quality service expectations of our members. Non-essential branch visits will continue to be discouraged but know that we remain member and community focussed and are here for you.

Stay safe. Take care.

Tony Krosel

APRIL 3, 2020

These are extraordinary days. The Secretary General of the U.N. has called the COVID-19 crisis the biggest challenge to the world since the second world war. There are over a million of the world’s citizens now infected with this virus. Premier Ford, his entire team, and the province’s excellent medical professionals have an equally sobering message for us here in Ontario.

These next weeks will be crucial in what becomes the story of how Ontario dealt with this crisis. As I’m sure you know, the Province has recently announced very strict measures to keep us all safe and healthy.

Credit unions are considered an essential service, and we want to let you know we’re still here to assist you. Nothing is more important to us than the well-being of our staff, our members, and the community we serve.

Business As Unusual

We take communicating and supporting you through this crisis very seriously, and we are now taking additional measures to make our branches safe and help flatten the curve. Truly this is “business as unusual”. Effective immediately, we are limiting general access to our branches, and are now servicing our members for urgent requests only in-branch by appointment. Please contact our main branch if you would like to make an appointment: call 416-255-1742 or send an email to main@moyafinancial.ca. Also, be advised of our new temporary branch hours.

For extra clarity only visit the branch if you need one of the following: for an emergency cash withdrawal, or to obtain a bank draft/official cheque. If you must visit, you will experience extraordinary measures in the branch to help ensure the health and well-being of our members and our staff.

The vast majority of everyday banking activities, paying your bills, paying your taxes, and managing your investments, can be completed online, by using our Moya Mobile App, visiting an ATM, or calling us directly. If you would like to set up access to your online banking account, please contact us and we will get back to you with further details. Once you have access to online banking, you can download our free Moya Mobile App. All account login information is the same as your online banking.

Our staff remains ready Monday to Friday from 9:00 AM to 5:00 PM by phone or email. They are able to assist to:

  • Pay bills
  • Check your account balances
  • Transfer money, including wire transfers
  • Order cheques
  • Any issues with online banking or member debit cards
  • New investments or term deposit renewals
  • Updating account information

For updated information about banking services, please continue to regularly refer back to our web page moyafinancial.ca/covid-19 and visit us on our social media channels.

Management and staff of Moya Financial would like to thank you, our members, for your patience and cooperation as we work through this crisis and all of the unique challenges it presents. We all have a part to play in flattening the curve, so let’s all do our part together.

Now is the time to do what we must to take care of yourself and our entire community. Be kind. Be generous. Be tolerant. We will get through this. Take good care.

Tony Krosel

​MARCH 23, 2020

We are monitoring the COVID-19 health crisis on a daily basis, as I’m sure are you. We can now feel the impact on our everyday life in small and large ways, but please rest assured that everyone here at Moya Financial is committed to helping our members through these uncertain times.

On the best advice of public health officials and to continue to do what we can to both protect our employees and continue to serve your banking needs, we are making the following changes to our services:

  • We are reducing our main Brown’s Line branch hours as follows:
    • Monday to Wednesday: 11:00 AM to 3:00 PM;
    • Thursday & Friday: 1:00 to 5:00 PM;
    • Saturday: Closed.
    • You can always check online at moyafinancial.ca/covid-19 for the latest branch hours.
  • Our Hamilton branch will be closed on Thursdays & Saturdays until further notice.
    • We will remain open on Tuesdays from 3:00 to 6:00 PM and on Fridays from 12:00 to 3:00 PM.
  • We are suspending Dom Lipa visits as per government directive as well as monthly visits to Manning.

Extra precautions to both help prevent the spread of COVID-19 and continue to meet your needs are in place for our branches. These include extra cleaning and social distancing to reduce personal contact.

To protect yourself and our staff, we ask that anyone who is feeling unwell or who is returning from international travel, or who has had close contact with a family or household member who has returned from international travel, refrain from visiting the branch.

We suggest that contacting us via phone, email or online is preferred during this time. If you need cash remember that we have a network of over 4,500 fee-free ATMs accessible 24 hours a day, seven days a week. You can find your closest ATM on our website or call us. Our staff can assist with the majority of your banking need in this fashion. While you may experience slower than usual response times due to a higher volume of calls and emails, rest assured that we are committed to providing you with the best service we can. Our staff is available via phone or email during our revised hours:

  • If you require assistance on products and services or investments, please call 416-255-1742 or send an email to main@moyafinancial.ca.
  • If you require assistance on loans or mortgages, please call 416-252-6527 or send an email to loans@moyafinancial.ca.

We would like to remind you that Moya Financial has several digital options available to help meet your financial needs:

  • Online banking offers many of the same services that you can access by coming into the branch, including paying your bills and making loan payments.
  • Moya Mobile app works on most mobile devices, offering the most sought-after features of online banking whenever and wherever it suits you.
  • Interac e-Transfer is a quick and secure method to transfer funds. All you need is your recipient’s email address or mobile phone number to send money in just a few quick and easy steps.

If you have any financial concerns brought on by the COVID-19 crisis, please know that we are going to get through this as a community. We are here to help. We understand this can be a trying time. Each members’ situation is unique, and we will work together to find a solution.

We’re going to get through this together

Our employees are our family. They are also your neighbours, friends and community members. Since the beginning of this outbreak, they have worked hard with your continued best interests in mind. And we stand with them in these tough times.The measures we’ve put in place protect our employees, reduce their exposure to COVID-19 in the workplace, and provide our staff with the time they need to take care of their loved ones and themselves.

Let’s get social online

Tell us what you’d like to see on our Facebook and Instagram accounts with a direct message. If you haven’t followed us on our social media platforms, please do so today – it is a great way to communicate together. We have some great stories to share, help and encourage you to stay comfortable while social distancing is in place. For more great content, please visit our blog and listen to our Moya Financial Matters podcast, where I’ll be chatting soon about how Moya Financial is meeting these challenges with our community in mind.

For the most up to date information pertaining to our response to the COVID-19 crisis be sure and visit our web page moyafinancial.ca/covid-19 frequently and stay current on the latest developments. We have created a Frequently Asked Questions section that will be updated regularly.

We thank you for your business and your trust. We’re going to get through this together.

Tony Krosel

MARCH 18, 2020

Like you we have watched with concern the fast moving developments around the COVID-19 crisis, including the declaration of a state of emergency in the Province of Ontario, and a limit to gatherings of more than 50 people.

We, first of all, want to assure you we are here for you and we will get through this most urgent crisis together. The Slovenian community has a tremendous history of resilience and fortitude through the most challenging times, and those new to our community as well have no doubt faced difficult times as well.

We are taking care of our people here at Moya Financial and our customers by continuing to take extra precautions in our branches to protect our employees and members. Our branches remain open with our regular hours.

We’re committed, as I am sure are you, to doing our part to help slow the spread of COVID-19. When possible, we encourage social distancing, as recommended by the Public Health Agency of Canada, and suggest that contacting us via phone, email or online is preferred during this time.

As always, you can connect with us:

  • By phone: simply call us at 416-255-1742 for assistance, during regular business hours.
  • Online: visit our website for information and updates.
  • Social media: We will be most active on our Instagram and Facebook pages for updates.

Most banking services are available online from our website, and of course through our network of 4,500 fee-free ATMs across Canada. You can find a list of those locations on our website.

Please know that we have strong business continuity programs in place, and your financial institution is rock solid. Please reach out to us if you are concerned in any way about your financial situation or need advice – we are here for you in these most difficult of times.

Tony Krosel

MARCH 13, 2020

To Our Valued Members,

During this time of uncertainty surrounding the spread of COVID-19, we wanted to reassure you that we are taking all the necessary steps to ensure you will have access to your accounts in person and online.

The safety of our members and staff is always our top priority. Currently, we are taking extra precautions such as:

  • Adding cleaning staff during and outside office hours for the disinfection of common areas.
  • Increasing the cleaning of all door handles, buttons, common area surfaces, teller terminals, etc.
  • Providing hand sanitizers and encouraging members and staff to use it. Before performing each service/transaction, all tellers are required to sanitize their hands, pens, and teller terminals.

We offer multiple ways to bank to ensure you have access to your accounts 24/7. We encourage all members who are not enrolled in the following services to enroll now:

These remote banking services will help you manage your finances effectively during these times.

Please use the links above to learn more about each of these services online. If you need assistance with any of these services or have questions, please call 416-255-1742 during our business hours.

Wishing you and yours safety and wellbeing.


Tony Krosel

We're here to help.

We understand that in addition to providing wonderful opportunities for our community to gather, these key summer events generate much needed funds for our community groups to continue to work.