COVID-19

COVID-19

With the fluid situation unfolding around us with respect to the Novel Coronavirus (COVID-19), Bromwich+Smith would like to assure you that commitment to the health and safety of our clients, team and community remains paramount. We also recognize that this is a difficult time for Canadians as this health and economic crisis continues to evolve.  With this, we are committed to doing our part to “flatten the curve” by embracing social distancing while ensuring we maintain the vital service of debt restructuring in this difficult time.  We want to assure you we are still open to provide free personalized debt advice and debt restructuring, and have adopted the following guidelines in response:

  1. Any employee that is feeling ill is to stay at home for the 14 days until symptom free
  2. Any employee that has traveled internationally is to self-quarantine for 14 days
  3. We have implemented a No handshaking or No High Fiving policy; our staff is encouraged to “foot tap” or “elbow bump” in lieu
  4. We have increased the frequency of cleaning in our offices - Before each in person meeting, you can expect the team member to wipe down the desk and offer hand sanitizer 
  5. We are reducing the number of team members in the office through a work from home policy to enhance social distancing while maintaining service levels
  6. We are moving all counselling sessions to phone or video - If you have an upcoming in person counselling appointment, we will be in touch to reschedule to a virtual counselling session to ensure you maintain the duties and have access to great sessions to rebuild
  7. We have introduced video technology to service you from the comfort of your own home for your final signing and assessment.  All you need is an internet connection, laptop/desktop/tablet and cell phone – we will walk you through the rest.  This technology allows us to ensure our clients feel safe and secure while accessing debt restructuring services
  8. Partner and community meetings are to take place virtually only

We have recently experienced higher than normal call volumes and inquiries. We have developed the following FAQ to assist you in this time. Please be patient with us as we work to prioritize our client inquiries. 
We hope you trust that we have your, the community and the team at heart as we move through this new world together. Be Well.

FAQs regarding Covid-19

I have recently lost my job as a result of Covid-19 and need debt advice.  What is the best way to contact you?

Our debt relief specialists are available by phone for FREE personalized consultations during the hours of 8am-8pm Monday to Thursday and 8am-5pm Friday and Saturday. 
You can call them at any time at 1-855-884-9243 just press 1. 

Can I come to see someone in person to discuss my debt relief options?

In an effort to limit the spread of the virus and keeping the health and safety of our clients and our people at the forefront, we would like to limit in-person meetings. We are available only by phone at 1-855-884-9243 and press 1 for a personalized consultation on your specific situation.  Once your personalized consultation is complete, the debt relief team will set up an appointment where you can complete your signing and assessment in the comfort of your own home through video technology. 

I have a Counselling Session Appointment in Person and do not want to/cannot leave my house?

All counselling sessions will be conducted via video or phone call to safeguard your health and safety. We are reaching out to all clients who have in-person appointments to schedule a video or telephone appointment in lieu. This will ensure you maintain your duties while getting access to tools and coaching to assist you to rebuild your finances while maintaining your health and safety.

I am a current client, and would like to drop off some documents.  Can I drop them off in person?

In an effort to limit the spread of the virus and keeping the health and safety of our clients and our people at the forefront, we would like to limit in-person meetings.  If you have documents you need to share with us, we ask that you kindly send them by email or via electronic means.  Our email address is clientservice@bromwichandsmith.com or you can contact our Customer Service Department at 1-855-884-9243 and press 2.  At this time, we are experiencing higher than normal call volumes and ask for your patience as we prioritize client inquiries and requests.  We thank you for your patience.

I have an appointment to sign into my program, how will I be affected?

We know that COVID -19 is affecting many Canadians financially and the need for debt restructuring is strong.  We can now service you in the comfort of your own home through video signing technology.  All you need is an internet connection, laptop/desktop/tablet and a cell phone.  Our team will walk you through the rest so you never have to leave your house and can maintain appropriate social distancing while getting the debt relief you need.

I need to stop a payment as I cannot pay this month. What do I do?

We know this is a tough time for you and your family.  If you require a stop payment please remember that we need 5 business days to ensure the payment is properly stopped at the bank.  If you are outside of those 5 business days, please contact our Client Services team at clientservice@bromwichandsmith.com or call at 1-855-884-9243.  If you are within 5 business days, we recommend you contact your bank directly.

I cannot continue making my monthly payments.  What can I do now?

Our hearts and thoughts go out to the people who have been affected by this unprecedented event. We appreciate the healthcare workers, local communities, and governments around the world who are on the front line working to contain this coronavirus.  We also recognize that this affects each and everyone of us.  If you are having trouble making your payments, please contact our client service department at 1-855-884-9243 and press 2 or email at clientservice@bromwichandsmith.com.

My scheduled payment has not been taken from my account yet, what do I need to do?

At this time, we are experiencing some delays in processing payments.  Payments may be processed up to 2-3 days after the regular scheduled date.  We ask for your patience as we work through these processing times.  Please check your account again in 2-3 business days. 
If after this time you still don’t see your payment processed, we ask you call our customer service department at 1-855-884-9243 (press 2).  Thank you again for your patience as we experience higher than normal call volume as a result of the Covid-19 pandemic.