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Coronavirus (Covid-19) FAQs

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

Are your branch lobbies open?

Yes! Since day one, your health and safety have been our top priority. We are excited to be moving in a direction that allows us to reopen our doors to you and our community. On Monday, July 27th, our branch lobbies were officially reopened. Moving forward, our branch lobbies will be open to your banking needs Monday – Friday from 10am to 4pm and Saturday 9am until noon.


  • Please practice social distancing, by staying at least six feet apart from others in the branch lobby and when waiting outside.
  • We require you to wear a face-covering that must cover your mouth and nose* while in our branch – we’ll be wearing ours too! For customers who cannot wear a mask, please continue to bank with us through our drive-thru locations during the available drive-thru hours, ATMs and Online Banking.
  • When you arrive, you will be met by one of our friendly StonehamBank greeters
  • Prior to the start of your transaction, you will be asked questions regarding personal identification and account confirmation. This will help us ensure your financial safety and protect your accounts. (Don’t forget to bring your ID!)
  • We will be limiting the number of customers allowed inside the lobby at any one time until further notice. Please plan on longer wait times for the foreseeable future.

To protect other customers and our team, we ask that you stay home if you are exhibiting any COVID-related symptoms or have been in close contact with someone with COVID-19 in the last 14 days. 

To further ensure your peace of mind, you may notice several safety enhancements have been made to our lobbies.

  • Frequent cleaning
  • Sanitization stations 
  • Directional signage 
  • Floor decals to help maintain social distancing 
  • Plexiglass shields in offices
  • Restrooms will be closed to the public
  • Non-customer services will be handled at the drive-thru

*Customers 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 drive-thru hours, Customer Contact Center, ATMs and Online Banking. If you have any questions, please contact our Customer Contact Center by phone at 888-402-2265.

As always, you have alternative options of getting all your banking done at any of our branch drive-ups, online using our online banking tools and mobile app, banking by appointment or contact our customer contact center team by phone.


What are your Drive-Thru/Tube 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

View our Drive-Thru Capabilities video here

What are your Customer Contact Center hours?

Customer Contact Center hours:

Monday - Wednesday: 8:00AM - 5:00PM
Thursday & Friday: 8:00AM - 6:00PM
Saturday: 9:00AM - 1:00PM
Sunday: CLOSED

How do I get immediate assistance?

Here are a few ways to help support you:

When will the branch lobbies go back to regular business hours?

We do not have a projected date at this time. As communication from the state and local officials progresses a date will be determined. We will keep you updated on when we will be returning to the normal operation of our branches and continue our strict health and safety measures until such time as they are no longer necessary.

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 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.

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. 

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.

COVID-19 Fraud Prevention Tips

Unfortunately, fraudsters are finding ways to take advantage of fears related to the COVID-19 pandemic. To help you learn more about protecting yourself against COVID-19 related scams, click here.

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.

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

Click here for the latest update 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.

What are your digital banking options?

We have many digital banking capabilities for consumer and business customers, including Online Banking and Mobile Banking, should you choose to bank with us in this way.

Need assistance to ENROLL in Online Banking, or need assistance banking digitally, our Contact Center can be reached at 888.402.2265.

I need help banking digitally, who can I call?

Our Contact Center is available to assist you with any digital banking needs. They can be reached at 888.402.2265, Monday through Wednesday 8:00AM-5:00PM, Thursday & Friday 8:00AM-6:00PM , Saturday from 9:00AM-1:00PM, and Sunday CLOSED.

Where can I find additional helpful information regarding COVID-19?

We know that you may have other questions during this time, we want to make sure that we direct you to the most efficient source for advice and support:

Have any questions?


Contact Us or Schedule an Appointment.

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