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COVID-19 Coronavirus Frequently Asked Questions (FAQs)

UPDATED: August 2, 2021

Branch Access and Services

Do I have to wear a mask when going into an ESL branch?

The CDC and New York State updated their COVID guidelines in August 2021 that due to substantial COVID-19 transmission in Greater Rochester, people should wear masks in public spaces and indoors, whether they are vaccinated or unvaccinated. Because of this, ESL is requiring all customers visiting an ESL branch to wear a mask.

What services are available at your branches?

Our branches are open for all services and are providing in-branch services on a first-come-first-serve basis.

We encourage you to consider alternate banking channels such as our ATMs, Mobile Banking, and Online Banking to conduct transactions such as depositing cash, depositing checks, paying bills, and more.

How many people will be allowed in a branch at one time?

New York State has announced that most capacity and other COVID-19 related restrictions are expected to be lifted in the next week or so. As soon as any remaining restrictions are lifted, we will not be placing any separate requirements on our branches.

How can I contact a branch for Virtual Notary Services?

Virtual Notary Services can be provided by contacting your preferred branch location to schedule time with a notary.

ESL Branches and Phone Numbers
Branch Location Phone Number
Batavia 585.339.4638
Brighton-Henrietta 585.339.4534
Brockport 585.339.4316
Canandaigua 585.339.1884
Chestnut 585.339.1941
Chili 585.336.5780
Cobblestone 585.339.4466
Culver-Ridge 585.339.1757
Fairport 585.339.4685
Geneseo 585.339.4661
Hudson 585.339.4486
Irondequoit 585.336.5797
Long Pond 585.336.5791
Merchants 585.339.1862
Mt. Read 585.339.1838
Newark 585.339.1960
Penfield 585.339.4609
Pittsford* 585.339.1816
Ridgeway 585.339.4529
State Street 585.339.4417
Twelve Corners 585.339.4339
Webster 585.339.4551

What is ESL doing in its branches and offices to keep the environment disinfected?

All ESL branches and our headquarters are cleaned daily. We ensure that all service areas members may come in contact with, including our lavatories, are disinfected with hospital-grade cleaning solution on a daily basis. We will also have hand sanitizer and tissues available in all of our branches and offices for member use.

If my child is with me or if I’m assisting an elderly parent/person, do we all need to wear masks?

All people entering a branch should wear a mask in accordance with the most recent CDC and New York State guidelines.

I don’t have a mask. Can you provide one to me so I can come into the branch?

Yes, if you do not have a mask, disposable masks will be available at the front door.

What if I am medically exempt from wearing a mask, can I still come into a branch?

If you have medical condition that does not allow you to wear a face covering or mask and you are not vaccinated, please call us and we will work with you to meet your service needs. If you need to wear a mask but are unable to do so, we encourage you to take care of your banking needs over the phone. If this option is convenient for you, please call 336.1000 and an ESL representative can assist you.

Fee Refunds and Hardships

What can I do if I incur a fee?

We understand many may be experiencing financial hardships throughout the community. If you are charged a fee and are experiencing financial hardship, please contact us at 585.336.1000 or 800.848.2265, and we will rebate your fee(s).

What if I am charged a fee but am still experiencing financial hardship?

We understand many may still be experiencing financial hardships throughout the community. If you are charged a fee and are experiencing financial hardship, please contact us at 585.336.1000 or 800.848.2265, and we will rebate your fee(s).

What happens if the Finger Lakes region has to close down businesses again because of the spread of the COVID-19 coronavirus?

We continuously evaluate the need to provide particular financial hardship offerings to our customers. As the situation changes, we will determine the need to either add or remove certain financial hardship offerings to our customers.

What if I have made my six-transfers-per-month from my savings account?

Effective Saturday, March 21, 2020, and until further notice, we will waive the Regulation D monthly limit of six transfers from a savings account.

Cleaning & Hygiene

Will ESL be implementing new rules and guidelines regarding the safety of customers in branches?

Yes. Here is a look at some of the changes you can expect as we work toward our "new normal" in all ESL branches:

  • Masks are required for all employees and customers
  • Sneeze guards and glass dividers at teller windows
  • Sneeze guards at Relationship Banker desks
  • Hand sanitizer stands and wall units
  • No coffee stations for customers
  • Expanded services continuing in our drive-up lanes