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Your Health and Safety Are Our Top Priorities

Last updated: March 27, 2020

Loan Payment Hardship?

We understand that there will be hardships. Star One is here to help. We are offering a number of loan assistance options to provide short and long term relief to members affected by COVID-19, including deferred payments plans on our consumer and real estate loans. Please go to our "Contact Us" area on our site, select "Send a regular e-mail" with a subject line, "Loan Payment Assistance" or call us at 408-543-5117.

The Strength of Star One

The strength of Star One comes from our members as well as our employees who are dedicated to fulfill our Mission to improve each member's life by delivering valuable financial services.

We know that during uncertain times, you might have questions about the safety of your assets and we are here to help. Our balance sheet is very strong with a net equity ratio of 12.54% as of 2/29/20, over double the regulatory minimum of 6%. We continue to be in a position to weather any interest rate or credit environment as we did during the 2008 financial crisis with little or no impact to our continued financial strength.

Learn more about Star One's financials.


As the situation with coronavirus (COVID-19) continues to develop, your Star One team is ready and standing by to support you. We will update this page regularly, please visit often for the latest developments.

Star One is regularly monitoring information from the Centers for Disease Control and Prevention (CDC) as well as our state and local agencies to ensure our actions are aligned with the recommendations.

At this time, our branches are open during their regular business hours and we are making the following changes to our branch services:

  • Appointments are required for: Account Servicing, IRAs, & Loan Modifications - Schedule Branch Appointment. To open a new membership account or to apply for a loan, you can do so in Online and Mobile Banking or on our website
  • Limiting the number of members in the branch at any given time
  • Requiring 6 ft. of space around persons in waiting areas
  • Notary services are limited to Star One documents
  • New Membership & New Loan Application, please use our online application


Banking Without the Branch

As always, here are other convenient services you can take advantage of anywhere, anytime: Banking Without the Branch

  • Deposit checks with your smart phone using the Star One App
  • Withdraw cash at almost 30,000 CO-OP and Star One ATMs, Star One will waive any out-of-network ATM fees through the end of April 2020
  • Access your accounts securely with Online Banking and Mobile Banking to order checks, place a stop payment, submit a travel notification, and view your online statements and tax forms, and more
  • Access your accounts securely with Touchtone Teller
  • Apply for loans online, 24/7
  • Apply for new membership online, 24/7

Safeguarding your assets is paramount. Due to the strength and financial stability of Star One Credit Union, your assets are safe. Visit our National Credit Union Administration (NCUA) insurance page for more details.



March 21, 2020


Dear Member,


During these uncertain times, I want to inform you of what we are doing at Star One that may affect you and provide some critical information as we navigate through the near future. We are committed to keeping Star One staff and members safe during this challenging time.

Branches and Facilities
Currently all our branches are open with normal business hours. We recognize this may change as new developments dictate. We have implemented social distancing and have limited the number of members and staff in any one branch at a time.

Branch Appointments
We encourage members to utilize our remote channels: Online Banking, Mobile Banking, Mobile Deposit, Touchtone Teller and our Call Center. We realize there may be specific transactions that require in-branch activities. We have implemented a system for branch appointments for the following transactions: Loan Applications, New Memberships, Loan Modifications, etc. You can set up your appointment through our Mobile App, through our Website and by calling our Call Center. Cash transactions are still available. Star One and other bank ATMs are available, and we will waive any ATM withdrawal fees through April 2020. We have also increased the ATM cash withdrawal limit from $500 to $1,000 per day.

Online and Mobile Access
While many of our members already utilize these channels, we encourage everyone to at least try them. You can deposit a check using your mobile phone or through a scanner from your home computer with instant access to the funds. You can perform most functions through our website from anywhere you have internet access. You can contact us through secure Online Banking and over the phone if you have particular questions. We are here to serve you!

Loan Hardship Assistance
We realize each member’s situation is different and we pride ourselves on providing the best possible personalized service to all members. During these uncertain times, we are working hard to accommodate the special needs of our members as they arise. We are offering deferred payment plans on our consumer and real estate loans for members affected by the COVID-19 situation. We are eliminating loan and late payment fees on all our loans through the end of May. If you have specific needs, please contact us at 408-543-5117 and we will diligently work to accommodate your situation.

Fee Waivers
Overdraft, Courtesy Pay, Returned Check, ACH Non Sufficient Funds and Visa Limit fees will be waived from March 20 to May 15, 2020.

Strength and Security
Many of our members have entrusted Star One with significant assets. While we cannot predict what the market or what rates will do, Star One is well positioned to weather any financial storm. We have more than $1.1 billion in equity to ensure for future events and we have some of the lowest delinquency and charge-off rates in the nation. Be assured that the Board, Volunteers and Staff are committed to the success of our members and Star One. Please visit our website for updates on the COVID-19 situation and ways to access and manage your accounts.


Gary Rodrigues
President and CEO
Star One Credit Union



During this challenging time, scammers are using the situation to take advantage of people. Here are some tips to help you keep the scammers at bay:

Hang up on robocalls.
Don’t press any numbers. Scammers are using illegal robocalls to pitch everything from scam Coronavirus treatments to work-at-home schemes.

Ignore online offers for vaccinations and home test kits.
There are currently no vaccines, pills, potions, lotions, lozenges or other prescription or over-the-counter products available to treat or cure COVID-19. At this time, there also are no FDA-authorized home test kits for COVID-19.

Fact-check information.
Scammers, and sometimes well-meaning people, share information that hasn’t been verified. Before you pass on any messages, contact trusted sources such as websites listed below to verify the information.

Don’t respond to texts and emails about checks from the government.
The details are still being worked out. Anyone who tells you they can get you the money now is a scammer.

Do your homework when it comes to donations.
If someone wants donations in cash, by gift card, or by wiring money, don’t do it.

Do not give your personal information or credentials to anyone.
As a reminder, Star One will never ask you to disclose or verify personal information, including passwords via e-mail or text.



Questions & Answers

Yes, at this time all branches remain open during normal business hours for all teller transactions (including non-member check cashing). To support the health and well-being of members we will restrict the number of members inside the branch.

The following branch services require an appointment:

  • Account Servicing
  • Loan Modification
  • IRAs

We understand that there will be hardships. Star One is here to help. We are offering a number of loan assistance options to provide short and long term relief to members affected by COVID-19, including deferred payments plans on our consumer and real estate loans. Please go to our "Contact Us" area on our site, select "Send a regular e-mail" with a subject line, "Loan Payment Assistance" or call us at 408-543-5117.

Assistance with notaries will be limited to Star One documents.

Due to the circumstances, the Volunteer Income Tax Assistance (VITA) program has been cancelled. Please refer to directly for assistance.

The daily cash withdrawal limit is $5,000; however depending on branch traffic those limits may be reduced. Cash withdrawals exceeding our daily cash limit can be accommodated. An order must be placed in branch or with one of our call center representatives. Please note there is a 4-business-day turnaround time. For your personal protection, we discourage large cash withdrawals.

Accounts can be accessed with Online Banking, Touchtone Teller, ATMs, Debit or Credit Card, and the Star One Mobile App.

Yes, at this time we are directing any new accounts or loan applications to our website. Both can be processed and funded remotely. If you prefer to apply in person at a branch, please visit our website to set up an appointment.

Star One is actively monitoring information from the Centers for Disease Control and Prevention, and federal, state, and local agencies to help ensure the actions we are taking are in line with the latest CDC recommendations and guidance. We urge members to use our remote services to do many banking transactions right from home. Our branches have also taken preventive measures to minimize exposure such as social distancing, routine disinfecting, and installing an auto-dispensing hand sanitizer machine at all locations.