Click here to request a payment deferral

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We are experiencing an extreme high level of call and email volume.  We are working diligently to address all customer concerns.  Please be patient as we work through this together.

In response to recent risks posed to organizations by the COVID-19, Coronavirus outbreak, GBC has activated its Pandemic Plan.  Of primary importance to GBC is the safety of our employees, our customers, and their families. All of our staff are working from home.

If you are a loan customer in good standing who has been affected by COVID-19 either directly, or through interruption of income and would like to request a deferral of your loan payments, please visit deferral.generalbank.ca. Please allow 72 hours for a confirmation that your request has been processed. We strongly encourage this simple self-serve option, as our phone line and email inbox are experiencing long response times.

If you need to speak to someone you can contact our customer Service Department via email at info@generalbank.ca or toll free at 1-877-443-5620 extension 2.  Our customer service team is working diligently to answer your inquiries.  You will experience longer than normal response times of up to five business days.  We are working through the backlog of inquiries to ensure your concerns are addressed as expeditiously as possible.  We have allocated additional resources to our customer service department to assist in dealing with this unprecedented situation.

Please ensure you leave pertinent information such as your full name, phone number, account number if available, type of vehicle, and a brief description of your circumstances and request.  If you matter is not urgent please consider delaying your inquiry so our team can help those most in need. Non urgent request (such as setup for online access to account information) may be deferred so that we can more quickly attend to customers affected by COVID-19.

We encourage you to visit the Government of Canada website (www.canada.ca) for information on COVID-19 related eligibility criteria for government assistance.

We want to reassure you that your investment with General Bank of Canada is secure.  We are a member of the Canada Deposit Insurance Corporation, meaning deposits are insured up to $100,000.

We understand this is a stressful time for our customers.  We know you have concerns over your current circumstances and we are here to work with you.  Like you, our team has been impacted by this on a personal level.  They have continued to work hard while trying to balance their personal lives and family responsibilities.  We could not be prouder of their professionalism in these trying times.  We want to thank you for showing these individuals the compassion and respect they deserve while they assist you with your inquiries.

We thank you for your business and your trust.  Together we will get through this difficult time.

Frequently Asked Questions

1.  How does a payment deferral work?

The payments that are being deferred are moved to the end of your loan. The interest on the deferred payments is added to the current balance of your loan. At the end of your normal loan term, you will still owe the three payments plus the interest on the increased loan amount that occurred during the deferral period. If you deferred three payments, you can expect to be required to make more than three full payments. The exact number depends on a number of factors, including the number of payments deferred, your loan interest rate and the length of time remaining on your original loan term.

2.  Is there a fee to defer payments?

No, there are no fees, and your interest rate does not change. The only thing you are responsible for is the additional interest that accrues during the deferral period and on the subsequent increased loan balance for the remainder of your loan.

3.  After a deferral is granted, am I responsible for the full payment amount?

Yes. At the end of the deferral period, your regular payments will automatically start up again, and will continue past the original expiry date of your loan until the loan is paid in full. You won’t be required to make any lump sum payments, although your loan is always fully open for prepayment at any time without penalty.

4.  Will a deferral impact my credit scores?

No. there should be no impact on your credit score. We will report your loan as being “up to date” throughout the deferral period.