Skip Navigation Download Acrobat Reader 5.0 or higher to view .pdf files.
Freedom First
Freedom First Credit Union

Incident Preparedness

Freedom First
Branded Star Mark
Branded Star Mark

Check in for updates on Freedom First operations and facilities.


May 26, 2021 (12:00 PM)

New guidance for masks
Protecting our members and employees is our top priority. In response to CDC guidelines, wearing a mask inside our branches is now optional for members who are fully vaccinated for COVID-19. However, we do ask that members who have not been vaccinated continue to wear a mask while in the building.
We thank you for your patience and understanding.

June 2, 2020 (1:00 PM)

Our lobbies are all open!
I am pleased to inform you that all of our branch lobbies have reopened with additional safety precautions in place to protect our members, visitors, and employees.

We still encourage you to call ahead to make an appointment if you plan to meet with a banker by calling 540-389-0244 (local) or 866-389-0244 (toll free). We’d also like to remind you that our drive-thrus, contact center, secure message service, online banking, and mobile banking are all available to serve many of your everyday banking needs.

The next time you visit our branches, you will notice some changes. Our employees are wearing personal protective equipment, we have installed germ shields at our teller line and banker desks, we are cleaning our facilities throughout the day, we’ve installed visual aids to promote social distancing, and we continue to set limits on how many members we can serve in our lobbies.

While these efforts are in our control, we need you to help us keep our staff healthy. When you visit one of our locations for an appointment, we kindly ask that you wear a protective covering over your nose and mouth if you are able and sanitize your hands at the station upon entering our lobbies. For safety and identification purposes, we may ask you to briefly lower your face covering and smile before proceeding with a transaction.

In addition, we ask that you practice social distancing by observing the visual aids throughout our branches. These few acts of care and kindness will allow our staff and their families to stay healthy and well. For more information and updates, please continue to check this page.

We look forward to seeing you during your next visit, and we are happy to be able to continue delivering excellent service to our members safely.

Paul Phillips
President & CEO

May 29, 2020 (5:00 PM)

We’re here to help, and ready to welcome you!
We recognize this is an unprecedented time, bringing uncertainty and unease – especially regarding navigating public spaces. We want you to know that we have increased our already stringent procedures so you can feel safe, secure, and confident when entering our branch lobbies.

We opened all of our branch lobbies over the past few weeks after installing additional protective equipment to keep our members and employees safe.

Here’s what we’re doing.

Lobby visit policies – To maintain adequate social distancing, we are limiting lobby traffic to 10 people at a time.
Germ prevention precautions – We thoroughly clean and sanitize all countertops, waiting area seating, and other lobby areas according to the recommendations of the Centers for Disease Control (CDC).

Mask precautions – We appreciate our members and visitors who are following the CDC’s recommendations by wearing masks when out in public spaces. In order to properly identify our members and protect their accounts, however, please note that if you enter our lobby to complete a transaction or open an account, we will ask you to briefly lower your mask and smile. We understand that some may feel uncomfortable doing so - we ask that you please use our drive-thru services or online/mobile banking to complete your transaction.

Personal Protective Equipment (PPE) – Your experience will be different when conducting business in our lobbies. Our employees will be wearing masks, and we’ve installed germ shields at our teller line and banker desks.

Social distancing – All branch staff, members, and visitors are asked to adhere to social distancing guidelines. You may notice indicators throughout the branch to help everyone remember to keep a safe distance. We ask that you please follow these guides.

Appointments – If you would like to meet with a banker at one of our branches, we ask that you make an appointment by calling the phone numbers listed below.

More options to stay connected.

Online/mobile banking can be used for many common transactions, such as checking your balance, making payments, depositing a check, transferring funds, opening new accounts and loans, and much more.

Our secure message function within online/mobile banking remains the best way to send secure messages and receive account-specific support. You can also call our contact center at 540-389-0244 (local) or 866-389-0244 (toll free) for assistance with many transactions.

Our management constantly evaluates our procedures to ensure they are being aligned with CDC guidelines and best practices. For more information, please visit for more updates. Now, more than ever, we are committed to providing you with a safe and secure experience.

March 27, 2020 (2:00 PM)

 We're here for you.
In order to prevent the spread of the Coronavirus and lessen its impact, people have limited their movement and avoided gatherings. While these precautions are necessary, the unfortunate consequence is that many businesses and consumers will suffer financially due to no fault of their own. We hope that you will take comfort in knowing that Freedom First is financially strong, as evidenced by our Five Star “Superior” Rating from Bauer Financial and that we stand ready to help our members through this challenging time.

Effective immediately, Freedom First will:
  • Waive skip-a-pay fee until further notice
  • Waive early withdrawal penalties on share certificates until further notice
  • Defer loan payments on an as-needed basis with minimal documentation
  • Accept mobile check deposits with funds availability in as little as fifteen minutes 24/7/365 (certain restrictions apply)
  • Open new accounts and installment loans through our online and mobile platforms

And don't forget that you have 24/7 account access with our mobile app and online banking. Check balances, pay bills, deposit checks, transfer funds, apply for loans, and more-- all without leaving home. Another 24/7 access option is the Telephone Teller AMIE service where you can check balances, account history, transfer funds, and get information on interest paid and dividends received.

Find a surcharge-free ATM near you using the free CULIANCE app, or manage your Freedom First credit and debit cards using the free CardValet® app.

We're also available by phone at 540-389-0244 (local) or 866-389-0244 (toll-free) Monday-Friday, 9 AM to 6 PM. Though our branch lobbies are closed, our drive-thru services are open. Members can also call our Contact Center to make an in-person appointment with a banker for certain transactions.

Remember, your savings are federally insured to at least $250,000 and backed by the full faith and credit of the United States Government by the National Credit Union Administration (NCUA).

All the best,
Paul Phillips
President / CEO

March 20, 2020 (4:30 PM)

For the safety of our members, we are closing our branch lobbies. 
I'm writing to update you on how Freedom First is responding to the impact of the COVID-19 (Coronavirus) as it continues to impact our local area. Our top priority continues to be the health and safety of our members and our employees.

Starting Monday, March 23rd, 2020, we will be temporarily closing our branch lobbies and serving our members through our drive-thrus, night drops, call center, and electronic channels. Should members require special assistance, they are instructed to contact us to make an appointment.

To make an appointment, members are asked to call 540-389-0244 between 9 AM and 5 PM, Monday-Friday. We ask that only members make in-person appointments at this time.

We also have many remote options for our members to make transactions or communicate with us from wherever they are:

  • Call our Contact Center at 540-389-0244 (local) or 866-389-0244 (toll-free)
  • Secure message by using our Support section of the mobile app
  • Use your Freedom First mobile app to make transactions, check your balance, deposit checks, make payments, transfer funds, and more
  • Use our online banking portal
  • Access over 50,000 surcharge-free ATMs in the CULIANCE ATM network (look for Allpoint, Moneypass, or CULIANCE logos)
  • Turn your Freedom First credit and debit cards on and off, set spending limits, or set location alerts using the free CardValet® app
All of us understand that these are extraordinary times and many people may be hurt financially due to no fault of their own. If you find yourself stressed over your finances, I encourage you to contact us. We will do all we can to help.

We will keep you updated as the situation develops in our community and how it will affect our operations. We appreciate your patience and understanding as we navigate our way forward.

Paul Phillips
President / CEO

March 18, 2020 (5:00 PM)

In response to Governor Northam's directive on social distancing in public spaces, please note that our lobbies will be limited to 10 members or less at a given time. We appreciate your patience and understanding during this process.

Additionally, on March 19th, a number of Freedom First branches will be operating via drive-thru and night drop only as part of a preparedness test. Night drop deposits at these select locations will be processed every 30 minutes between 9 AM - 6 PM in order to minimize delays to our members. Barring any unforeseen circumstances, all branches will be fully operational on Friday, March 20th.

Please check the branch closures page for full details and the latest updates. Currently our West End, Downtown, and Towers branch lobbies are still open to the public as usual.

You can also still conduct many banking transactions by phone with our Contact Center (540-389-0244 local | 866-389-0244 toll-free) or through online banking and our mobile app.

March 13, 2020 (2:15 PM)

I am writing to update you on how Freedom First is responding to the growing threat of the Coronavirus (COVID -19). The health and safety of our members and employees are top of mind amid concerns about the spread of the coronavirus. We are here to serve you and we want to share information with you about how we continue to operate safely and effectively.

In alignment with the threat assessment protocols of the World Health Organization (WHO) and the U.S. Centers for Disease Control (CDC), we have activated our Crisis Management Team as outlined in Freedom First’s Business Continuity Plan. The team is proactively monitoring the situation and we have a Pandemic preparedness plan in place.

We strongly encourage you to use Freedom First’s digital tools and other resources for self-service banking and 24/7 account access. You can access your accounts online or by using the Freedom First Mobile App at your convenience. From there, you can deposit checks, make payments, view transactions, check balances, find an ATM and more. It’s easier and faster (in most cases) to manage your account digitally, especially given wait times may be longer than usual.

We appreciate your understanding that, as a member, your experience may look different as we navigate through this time together. While we are currently maintaining regular operations, our branches are prepared to modify operations with options that still allow us to serve you. This means that as we navigate this dynamic situation branch-by-branch, we may adapt the experience. As a last resort, we will close a branch if we feel it is in the best interest of our members and employees, or if we are directed to do so by government authorities. In any such situation, we expect branch disruption to be temporary.

Our plan outlines specific steps Freedom First takes to safeguard employees’ health and well-being during a pandemic while ensuring the company’s ability to maintain essential operations and continue providing essential services to our members.

Steps we’re taking

  • All work-related travel that is not critical to business has been cancelled until further notice in an effort to avoid exposure to the virus. Employee trainings and large meetings are being conducted by phone or video calls whenever possible.
  • Janitorial services have implemented additional sanitation procedures when cleaning our facilities and equipment.
  • Employees have been encouraged to practice rigorous hygiene routines per CDC and WHO guidelines. This includes additional sanitation of workspaces and branch lobby areas throughout the day.
  • Employees have been encouraged to stay home if they are ill and to notify human resources if they or a household member is diagnosed with influenza or COVID-19.

Steps you can take

  • Stay up to date. For more information on COVID-19, visit the Centers for Disease Control and Prevention (CDC) website or the Virginia Department of Health website.
  • Learn more about our online and mobile banking features, so you can bank from anywhere 24 hours a day, 7 days a week. Download our mobile app to deposit checks, pay bills, transfer money, and set and receive alerts.
  • Locate branches and ATMs near you, including hours of operation and operational status.
  • Beware of scams. Look out for suspicious email and text messages, medical supply scams, and fraudulent donation sites that may impersonate a company, charity, or government agency. The intent is to convince you to share sensitive information such as usernames and passwords, make purchases or donations on spoof websites, or download malware onto your device by opening a malicious attachment. If you receive a suspicious email or text message, don’t respond, click on any links, or open attachments. Verify the authenticity of any website before making a purchase or donation.

The senior management team and Board of Directors of Freedom First take the COVID-19 threat seriously and we are taking all reasonable measures to prepare for and mitigate the risk. We will provide additional updates as the situation warrants.

If you need assistance with any of our Online or Mobile Banking tools or if you need to conduct additional banking transactions, our Contact Center is ready to assist you at 540-389-0244 (local) or 866-389-0244 (toll-free). Please visit this page ( as the situation evolves for the latest updates.

Remember, your savings are federally insured to at least $250,000 and backed by the full faith and credit of the United States Government by the National Credit Union Administration (NCUA).

Thank you for your continued support of Freedom First. We wish good health and safety to all our members and families.

Best regards,
Paul Phillips
President / CEO
View a full listing of our Products and Services:

Looking for a phone number, address, or other basic info?

Read more on our accessibility statement