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Coronavirus (Covid-19) FAQs

Below are the most frequently asked questions for customers impacted by the Coronavirus (COVID-19).

Will the bank continue to be open?

Yes! Your banking needs are essential.

Our focus is to provide you with convenient banking solutions and personalized customer attention when you need it most. To keep our customers and team members safe during this time, we’ll be keeping our drive-thrus open, as well as, Banking By Appointment. Banking by Appointment offers customers assistance with non-drive-thru banking needs. To schedule an appointment or to learn more about Banking By Appointment click here.

View our Drive-Thru Capabilities video here

How do I get immediate assistance?

Here are a few ways to help support you:

What are your hours?

We're temporarily changing our hours.

Drive-Thru/Tube hours at our Stoneham location:

Monday - Wednesday: 8:00am - 5:00pm
Thursday & Friday: 8:00am - 5:00pm
Saturday: 9:00am - 1:00pm
Sunday: CLOSED

Drive-Thru/Tube hours at our Billerica location:

Monday - Wednesday: 9:00am - 5:00pm
Thursday & Friday: 9:00am - 5:00pm
Saturday: 9:00am - 1:00pm
Sunday: CLOSED

Branch lobby hours at both locations:

Monday - Wednesday: Temporarily Closed
Thursday - Friday: Temporarily Closed
Saturday: Temporarily Closed
Sunday: CLOSED

View our Drive-Thru Capabilities video here

What is the StonehamBank Home Branch Guide?

Bank confidently and safely at home with our Home Branch Guide. We share step-by-step instructions to help you set up Online Banking, Mobile Banking, Bill Pay, and so much more. Download the guide!

What are your Customer Contact Center hours?

We're temporarily changing our hours.

Customer Contact Center hours:

Monday - Friday: 7:00am - 6:00pm
Saturday: 9:00am - 1:00pm
Sunday: CLOSED

What services can the Customer Contact Center provide?

What services are done at the drive-thru window?

All deposit account services including:

  • Deposits
  • Withdrawals
  • Transfers
  • Dropping off loan packages
  • Picking up a temporary debit card
  • CD renewals
  • Loan Payments

What services can be done at the drive-thru tube?

Only basic transactions, deposits, withdrawals and loan payments can be performed. No coin service is available.

View our Drive-Thru Capabilities video here

What types of services are available with Banking by Appointment?

  • Bond Redemption
  • Fraud
  • Instant Issue Debit Cards
  • New accounts
  • Account maintenance
  • Picking up checks
  • Notary Services
  • Coin orders

How do I schedule an appointment?

Schedule an appointment* by using our online Make An Appointment app or call 888-402-2265.

*We are asking customers that would like to schedule an appointment to identify if they have had contact with anyone who is experiencing flu-like and/or COVID-19 symptoms. In these cases, we will take steps to handle the situation as best as we can. In some instances, we may need to reschedule the appointment for a later time. Customers who schedule appointments will be required to wear masks when entering the building and follow the state of Massachusetts social distancing guidelines. For customers who cannot wear a mask, please continue to bank with us through our drive-thru locations during branch hours, ATMs and Online Banking. If you have any questions please contact our Customer Contact Center by phone at 888-402-2265.

How do I process a wire?

Call our Customer Contact Center team for more information about processing a wire at 888.402.2265

If the bank has temporarily reduced branch access, is my money still insured?

Have peace of mind in this unpredictable financial environment knowing your deposits are FULLY INSURED through a combination of the Federal Deposit Insurance Corporation (FDIC) and Depositors Insurance Fund (DIF).

What would I do if I need to break a CD for an emergency?

Contact the Customer Contact Center at 888-402-2265 for more information.

Where can I find information about hardship modifications for my StonehamBank residential mortgage?

We understand what you are going through as you deal with the impact of COVID-19. One of our top priorities is the health and financial security of our customers. If you are experiencing financial hardship or have specific questions or concerns, please contact Paul Pepper at 781.481.5776. 

When will the branch lobbies reopen?

To prioritize the health and well being of our customers and team, our lobbies will remain closed until further notice. We continue to monitor the evolving pandemic with COVID -19 and encourage all customers to use our drive-thru services during this time.

What finance options are available to business owners?

We understand what you are going through as you deal with the impact of COVID-19. We understand this because we are a business too. Our priority is the health and financial security of our team and customers. We will work with you as you work with us to get through this unprecedented event. As this rapidly unfolds, we will continue to communicate with our customers with updates on our website, emails, and letters. If you have specific questions or concerns, please contact Senior Vice President, Mark Drew at 781.481.5926 or your current loan officer of visit our Business FAQS page. 

Where do I find wealth management and investing support?

For more information and the latest market news, Stoneham Financial Services is your go-to resource when you are ready to create or reevaluate a financial strategy.

How do I spot a scammer?

People may try to take advantage of your fears of COVID-19 by:

  • Offering fake products and medical advice.
  • Creating fake charities.
  • Compelling you to click a fraudulent link to gain access to your device.
  • "Banks" calling consumers to confirm account numbers for relief checks.

Be careful about scam artists looking to take advantage of your fears. Check out tips on how to avoid COVID-19 scams from the American Bankers Association or Federal Trade Commission.

View our Cyber Security video here

Here's what you need to know about phishing.

StonehamBank continues to monitor and respond to the outbreak of COVID-19. There has been an increase in phishing events during the COVID-19 pandemic. It is important that you understand phishing events and educate yourself. Phishing events are when a fraudster attempts to steal a person’s data, mainly login credentials and card information. The fraudster then uses this information to process fraudulent card transactions or ATM withdrawals. Fraudsters often utilize social media or information bought on the Dark Web to initiate scams.

Tips to protect yourself from phishing scams.

Where do I stay up to date on COVID-19?

The Centers for Disease Control and Prevention (CDC) has up to date information about COVID-19 and can help you learn how to protect yourself and your loved ones.

For more information about COVID-19 visit

Will there be enough cash during a pandemic or other national disaster?

The Federal Reserve System has and will continue to meet the currency needs of banking customers. Be assured that sufficient resources are available to handle customer needs.

Keep in mind, the safest place for your money is inside a bank. StonehamBank as a member of both the Federal Deposit Insurance Corporation (FDIC) and Depositors Insurance Fund (DIF) will continue to ensure our customers' accounts will be protected.

StonehamBank's Coronavirus (COVID-19) Preparedness Latest Update

Click here for the latest update from our CEO, Edward F. Doherty, Jr. about how StonehamBank is keeping the health and well-being of our customers, team and community top priority as we face the evolving Coronavirus (COVID-19) pandemic.

Will the Bank close completely?

At this moment we will remain open.

Have any questions?


Contact Us or Schedule an Appointment.

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