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COVID-19 Resource Center

Updated May 4, 2020

Your Bank, Your Partner 

As the impact of COVID-19 is felt in our communities, please know that we are your partner. In these uncertain times, you can rest assured that we are here to support you, our valued customers, and the communities we are proud to serve every day. As part of the Arrow Family of Companies, that has been our mission for almost 170 years, through periods of planned growth and unexpected adversity.

Key Resources

Below please find links to key resources, no matter your question.

ACH/direct deposits from the federal government have started and will continue in waves. Payments will be deposited into the account you designated for IRS tax refund purposes.

Please visit the IRS website for your payment status and to verify the account information and address you have on file with the IRS. If you do not file taxes, you can still enter your payment information on this website.

Keep an eye on your bank account for your direct deposit.

  • Once your payment is deposited, you can access the full amount through your debit card for purchases or through ATM withdrawals, which are subject to the same regular transaction withdrawal limits.
  • You can also transfer money and pay bills online through Internet Banking and our mobile app. If you are new to online and mobile banking, you can begin enrollment today.

Note: If you are expecting a paper check instead of direct deposit, we encourage you to check the IRS website for the latest updates.

As a reminder, our branch and office lobbies are by appointment only for essential in-person business. Our drive-ins, ATMs and night drops remain available. Please call your local branch or reach out to us with questions.

Access to our lobbies is temporarily limited to appointment only. Our drive-ins, ATMs and night drops remain available to you, and you can use our online services anytime.

If you need to visit one of our offices, please call ahead to answer a few health and safety questions and schedule an appointment at our discretion. Before you access our facilities, we will again ask a few questions. Per the latest state guidance, our team will be wearing face coverings during any scheduled visits, and we encourage you to do the same.

Thank you for your understanding as we put health at the forefront of our decisions.

Learn more about our locations.

We are committed to working with you on a personal basis to ease any financial hardship.

To learn the ways we are here to help or to initiate a loan deferral request, please visit our Here to Help page or contact us via our website.

A second round of funding for the Paycheck Protection Program (PPP) was approved on April 24 to help small businesses. 

We are an active SBA lender, and we will continue to help small business customers apply for this loan. Due to high demand, we are helping existing customers only. 

To learn more, visit our SBA Assistance page, call your relationship manager or contact us via our website.

You have a number of ways to bank from the comfort of your home or without going into a branch. We encourage you to take advantage of these convenient options:

  • Personal Online or Mobile Banking: Check your accounts, schedule transfers and pay your bills 24/7. The service is free and secure. Download our personal banking app or go online to enroll. If you are already enrolled, rediscover these convenient features by logging in today.
  • Business Online Banking: Conduct transactions, transfer funds and set up recurring payments all while monitoring your business accounts. Learn more about getting started.
  • On Call Banking: If you don’t have access to a computer, simply dial our On Call Banking number. Once you enroll, you can check your balances, transfer funds and make loan payments all by phone. The service is available 24/7.
  • Pay Your Loan Online: Our Loan Payment Center is easy to use, and you can either enroll in the site or make a one-time payment. Use it to pay your Glens Falls National car loan, mortgage, home equity loan or lines of credit, business loans or lines of credit and personal loans.
  • Drive-In Service and ATMs: Your local branch offers one or both of these convenient options. ATMs are always available, and you can find your nearest Drive-In options and hours on our Locations page
  • Call Us: Our Customer Care Center is here to help over the phone at (518) 793-4121

Unfortunately, events such as the global pandemic create opportunities for cyber criminals. More than 4,000 coronavirus-related sites have been registered since January, and many are malicious. Here are some best practices to protect yourself:

  • Watch for fake websites and go directly to trusted urls instead of using links from social media or other places
  • Watch for spoofed emails meant to look like official organizations such as the CDC or World Health Organization, but which actually contain malware
  • Use only trusted sources for information about the virus, such as legitimate government sites we have listed below 
  • Use caution with all links and attachments; hover over links before clicking to see where they go

We are closely monitoring the developments, and we continue to take a long-term view of your investment strategy and timeline. Learn more on our COVID-19 Investment Update page.

Here are answers to some common questions:

Is my money safe? 

Yes, your money is safe and secure as always. Plus, Glens Falls National Bank is a Member FDIC, which means our deposit products are backed by the full faith and credit of the United States government. The standard insurance amount is $250,000 per depositor, per insured bank for each ownership category. That means your deposit accounts are safe with us. Learn more about how our FDIC deposit insurance protects you.

What precautions are you taking? 

For the health and well-being of all, access to our branch and office lobbies is temporarily limited to appointment only, based on our discretion and the latest guidance of public health officials. You can still bank using our drive-ins, night drops, ATMs, digital services and Customer Care Center. We are taking other precautions including social distancing and increased cleaning of work stations and facilities. Thank you for your understanding as we put health at the forefront of our decisions.

Why are you open when most other businesses have been instructed to close? 

As your community banking partner, our first duty is to provide you access to your money so your household, business, and the economy at large can keep running as normally as possible. Banks and financial services are an essential service, as declared by Governor Andrew Cuomo. We believe our role in the community is never more important than it is at challenging times like these. So, we will continue to be here for all of our customers as we navigate this situation together.

My loan is due, but I can’t make the payment. What do I do? 

Please stay safe and healthy, and reach out to our team to work through any specifics for your loan. Learn more about how we can help.

What should I do with my investments? 

We are closely monitoring the developments, and we continue to take a long-term view or your investment strategy and timeline. Learn more on our COVID-19 Investment Update page, and reach out to our investment team for personalized guidance.

Where do I call for help? 

We are here to serve you. Please call our main line at (518) 793-4121 for questions about your loan, our remote banking services or other banking questions. If you are concerned about being able to pay your loan, please call (518) 793-8816 or learn more here.

I’m applying for a home loan. What will change for me? 

We are adapting some logistics for the health and well-being of all involved. For mortgages and home equity loans, we are making every effort to perform exterior-only home inspections and limit interior inspections on a case-by-case basis. As we approach closing, we are limiting the number of individuals attending. When possible, we are encouraging people to pre-sign documents, or, in the case of home equity, mail notarized documents in advance of closing. For mortgage questions, please contact your mortgage originator. For home equity, please contact the bank branch managing your loan.

Where can I learn more about COVID-19? 

To learn more about COVID-19 and other precautions you can take, please visit these public health sites:

Customer Communications

Here's where you can find our other communications: