ComplaintsforValley Strong Credit Union

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a mortgage with Valley Strong. I am enrolled in paperless so I access all mortgage information and make payments online. I have been unable to access the mortgage portal since March, 2024. I have contacted support every month about this and have been told on multiple occasions that a ticket has been opened, but it has still not been resolved. I am currently doing a Live Chat with ***** who informed me that this needs to be looked into further by a supporting department. This is the answer I get every month. She also advised me to call support, I did that last month and spent a long time on the phone to get the same results. **************** has been horrible since **** Schools became Valley Strong. Since I do all my bill payments online I have had to use the automated system to process my payments which conveniently charges a "convenience" fee. This needs to be fixed now!

  Business response

  07/22/2024

  Hello, 

   

  We have reached out to our vendor and are waiting for their response.  I will forward the response as soon as i receive it and we'll mail a letter to the member. 

   

  Thank you

  ****

  Customer response

  07/25/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and while it does not say the issue has been corrected, I have logged in to the portal and am now able to see my mortgage and escrow information, it also appears that I am able to make payments online again. This is all I had been asking for over the past 4 months.  They have also refunded the convenience fees I have paid during this time to make payments with a representative since I could not access the portal. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I open a dispute case on 05/07/2024 with my Credit Union Valley Strong to recover a dublicate charge made by my cellular provider Cricket. On 05/18/2024 Cricket cancel my service and re-billed because their system showed Valley Strong collected the $100.00 from the duplicate charge. Due to a system glitch and it was the weekend I was told I had to pay Cricket to reinstate my service on 05/18/2024 On 05/20/2024 I call Valley Strong Credit Union to get reimbursed the $100 they collected from Cricket and I was told they havent collected my $100.00 that I need to wait 90 days to get my money back. My account doesnt show the $100.00 being processed to be returned back into my account even though they finish collecting my $100.00 from Cricket. Valley Strong Refuses to return my money without any valid reason in a timely manner.

  Business response

  05/21/2024

  A letter was mailed to the member with our response.  Letter is also attached. 

   

  ****

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I deposit a check from a gentleman Nov 11 2023 for a as is sale. It cleared 3 day hold. I spent money the 4th day and his bank put a stop payment on 5th day Nov 16,2023. My account is now closed.

  Business response

  05/20/2024

  The letter mailed to the member is attached. 

   

  Thank you

  ****

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have my tax returned of $85.038.44 deposited to my Valley Credit Union ************ Account on the 20th of March 2024 and i was only able to withdraw $1,500 and after that my account has been placed on hold for no genuine reason. I also submitted my form 1040 as requested but has been done up till this moment. Each time i called in the lady in charge always embarrass and harass me for no reason and I am totally ****** off. I just don't want to deal with the bank no more and I want my account to be closed and have them mail a check of my available balance. I have not been able to manage my business since this issue started because i could not access my account or my fund. Right now i feel cheated and they only want to steal my funds. Kindly help me out and i will surely appreciate. Thank you.NAME: ************************* SAVINGS ACCOUNT NUM: ******************************************************** PHONE: ************

  Business response

  04/23/2024

  I have attached the letter that was mailed to the member on 04/22/2024

   

  Thank you 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm urgently contacting you regarding the inaccuracies on my credit report stemming from the sharing of my personal information with credit bureaus. This has led to significant financial and emotional distress.As per 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Moreover, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is prohibited from disclosing account details without my explicit consent, which I have not provided.The errors tied to VALLEY STRONG CREDIT U have adversely affected my financial standing, necessitating immediate correction.Additionally, I stress adherence to 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below, you'll find my account details for your reference:Account Number: ***************I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,**********************

  Business response

  04/19/2024

  i have attached the letter being mailed to the member at the address on file.  

   

  Thank you

  ****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had a credit card from valley strong with a limit of **** I was denied multiple times until I deposited a check of ****** then I get approved.so I rented a car and my limit was only **** and valley strong let the rental car place charge my credit card for **** and then red flag a ***** charge which didn't make any sense at all. But also I had a car loan I purchased gap insurance threw valley strong when I purchased the truck but something went wrong with the truck which I should've been under warranty with gap insurance plus I had full coverage insurance so what they do is take my truck and didn't say anything about what's going on and never applied my gap insurance to help me fix the truck or offer another.car or anything but now they sent this.****** loan to collections which I feel that not the way things should have went this is.the reason I purchased all this insurance gap insurance and.everything but they still making me.pay for.the.gap insurance and the.money to purchased the truck which I only drove them truck for.about 2 weeks which that's not right I should've received another vehicle not be stuck without a vehicle or any reimbursements Or help to get another vehicle I don't understand what was the point of all the insurance I purchased with my loan so they tied both cars I had together and took both of my cars which these cars was two different loans I was only like **** away from paying off my first loan which that car was a lemon I'm just asking for justice and some help please

  Business response

  01/10/2024

  Please see attached letter with our response. 

   

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/15/23 my debit card was used in *****, ** in the amount of $73.50. I checked my checking account and notified **********************. I was told the card was cancelled and to come in and pick up a new card. Went to *********** and debit card machine not working. Went to ****** branch where i encountered a line of people also requesting new debit cards, due to fraud. Next fraud transaction on 12/21/23 of $53.50, also in ***** at CG Mart. Called Valley, card cancelled. On 12/22/23 went to Ming. Was told **** and ****** debit card machines broken to go to *********. On 12/22/23 I received a letter from Valley CLAIM#WDL-09847 telling me my claim for $73.50, was denied because the "chip enabled". I called on 12/28/23, fraud, spoke to ***************************** who told me," the chip was used and **** will not allow us to return monies to me". I called ****** branch and talked to *************( assistant manager) who informed of the same. I explained to her I have been home with a messed up leg and have not been anywhere, especially *****. Valley is stating it is "impossible", to duplicate card. Anyone who has has any sense knows, in today's World online scamming is NOT impossible. Why would I take money and reportt my cards stolen, twice with my swollen knee running from branch to branch. There is definitely a BIG ISSUE with Fraud and Valley, otherwise why was there a big article in the News on 12/27/23 alerting Customers to " Merchant Fraud". But, I'm the ***** I have been Banking with Valley(**** Schools) for 15 years and have had numerous issues with this bank. My next step is to close out my checking account. No trust in this establishment. They can get away with not returning my monies by saying, "CHIP CANNOT BE DUPLICATED ".

  Business response

  01/10/2024

  Please see the attached response letter 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with VALLEY STRONG CREDIT UNI , I do not have a contract with VALLEY STRONG CREDIT UNI, they did not provide me with the original contract as I requested

  Business response

  09/01/2023

  Hello 

   

  Attached is a response letter that was mailed to the member in regards to his compliant.  We viewed our records and had absolutely no contact with the member and neither has our 3rd party collection agency.  We do not have loan contract documents for our credit cards. Just the application he completed.  Member also had provided proof of income at the time of origination. If the Member is claiming identity theft we would need a copy of a police report. 

   

  Thank you

  **** ******

  Compliance Manager

• Initial Complaint

  05/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In the month of October 26,2022 I began receiving Cal Pers checks. At the time I was moving address, after moving to a new location I called CalPers to cancel the check they sent to my previous address (**** ****** **** ************ ** ****3), and requested a new one to my new location at that time which was (**** ********* *** *****). After a week or two I'd gotten a letter from the state controller ***** ****, containing my Cal Pers check of about $4,000.00, I immediately e-deposited it through valley strong Data Mobile app, and things went well. A few days later after I'd spent my money on moving costs, I'd recieved another deposit from Valley Strong in the name of Cal Pers for $4,000.00. At the time I was new to these payments so I figured the state controller had another, I wasn't aware of, so I spent it like normal. A day or two later I checked my account on the Valley Strong Data Mobile app and to my surprise I'd seen that I suddenly owed them $4,000 dollars. When I called to find out why and how it happened, I was told by an older Indian manager of their Panama lane branch, that a person from where I moved from illegally opened my mail, and took the Cal Pers check that I'd canceled while I was moving and drove to that location in person and told them that they were a concerned person who wanted to ensure I get that check, granted this person isn't supposed to be anywhere near me, but they go in pretending to be a concerned parent, and convinced that branch to admit that check. For what whatever reason, that branch did not call to ask me or inform me about this before and as they did it, I had to find out when they indebted me because the processed a check I'd already canceled and didn't cash. When my friend drove me over I spoke the older Indian manager, and he gave me the number the local head of the bank, when I called her she told me it was my fault for spending the money that they let a stranger put into my account with warning and now have me 4k in debt

  Business response

  05/10/2023

  Member is disputing a deposit that was made to his account by someone other than himself, however the member spent those funds.  Per our TISA Account Agreement book, a member has 60 days from the statement date to dispute any errors on the account.  Member also stated that he made one of the deposits via our mobile app however both deposits were deposited in person per the transaction history on the account.  If there is an error on an account, it's the members responsibility to file a dispute within the 60 days to dispute any transaction in error and the member did not do that. 

   

   

  Customer response

  05/10/2023

   I am rejecting this response because:
  It's been a while, but I did cash the first legitimate check at the branch down ******* *** ************ *** However, when I went to the Panama lane branch in ************ ** to speak with the branch manager (an older Indian gentlemen) about the false deposit, I was told they weren't able to do anything and that they apologized. I was then told to call a member at the head office in b************** Once I did that I was told that it was my fault, that the bank and their staff put a bounced check into my account from a stranger, without notifying me, had they did I would've told them not to do it, because i had the replacement from the state contoller. I wasn't told of filing a dispute, I was given a loss repayment plan in my moment of stress and duress. I would like the money I've spent on that plan back due to the neglegence and confusion caused your staff at the Panama lane branch. Thank you.
  
  

  Business response

  05/12/2023

  To whom it may concern: 

  As mentioned in the previous response provided by the Credit Union, a Member is responsible for disputing any transactions on their account that is in question.  The Member receives monthly statements with all transactions and has 60 days from statement date to dispute any transaction on their account.  The member did not dispute the transaction, instead he spent the funds.  Once the item was returned "stop payment", the Credit Union must return funds to the payee.  This is when the Member questioned the funds being taken from his account however he did not question why he had extra funds in the account.  The Member is responsible for any funds deposited into the account in error that he subsequently spent.  If the Member had not spent the extra funds in the account, and notified the Credit Union, we would have returned the funds to the payee with having to overdraw the account when we received notice of the Stop Payment on the deposited items.  

  Customer response

  05/12/2023

   I am rejecting this response because:
  Regardless of what I spent, I was not informed by The Valley Strong Crdit Union staff about the unauthorized deposit into my account. Had your staff called this wouldn't have happened. Your staff let a stranger put a canceled check into my account without notice or inspection of that check. Thus malpractice and lack of security in regard to my account as a customer is the problem, and that mistake on your end is what make you liable for any costs incurred. Again, your staff, at the Panama lane branch in bakersfield California let a stranger put a canceled check from a credible source into my account without my knowledge, without inspecting the check, or calling me. Had I been called especially since I deposited the replacement for that check at another branch (*******) I would've told them not to do it, which would have prevented this predicament. This is on you and your company for violating my account and it's reasonable expectation of security in your institution, I would like this debt canceled, my payment back, and Valley Strong to take responsibility for its failure to communicate with me about my account before depositing anything that didn't come from me specifically. Do the right thing.
  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a claim that an ATM was not working when depositing $800. The bank I deposit money said I had to call my own bank. When I called, I explain in detail what happened, gave all info about the location, bank name, atm, and time which was end of Janurary. They then refunded me around February. All of a sudden got a letter the beginning of March saying there was nothing wrong and took that $800 out. So Valley Strong literally took away money from me.

  Business response

  04/06/2023

  Hello

  
  

  Our research team had provided the following information for this dispute: 

  
  

  The Members deposit was done on 01/29/23 at a foreign ATM- AMM  MACU #*** Location **** * ********** *** ***** ****  *****

  A dispute was submitted through VROL (Visa Resolve Online) on 02/06/2023 and we provided provisional credit the same day.  The credit union where the deposit was conducted was contacted in regards to the members dispute.  

  VROL rejected the case on 03/08/2023.  ******** ******* Credit Union acknowledged the members successful deposit of $400 that he received credit for but did not have any faults regarding an additional deposit. 

  Our member was sent a 5 day denial letter and the provisional credit was reversed on 03/16/2023.  We advised the member to follow up with ******** ******* Credit Union when he called to inquire about the denial letter. 

  
  

  Thank you,

  **** ******

  
  

  
  

  Customer response

  04/07/2023

   I am rejecting this response because:
  
  I have called ******** ******* Credit Union and they have told me that the situation has to be felt with my bank Valley Strong Credit Union. I have contacted both ******** ******* and Valley Strong multiple times about this issue and it seems like no one wants to help resolve the issue. The last conversation I have had was the ******** *******’s ATM department was going to be in contact with Valley Strong but ever since then, I have had no information or contact. This is getting very frustrating since my $800 in cash is gone and still having issues just trying to get it back. It is to a point that I am and will make a police report to get my money back because this is ridiculous. At least if I cannot get my full amount back, to get half at least since it is money I was given to be put into my account. 

  Business response

  04/11/2023

  This original response was sent on 04/06/2023.  

  
  

  
  

  Hello

  
  

  Our research team had provided the following information for this dispute: 

  
  

  The Members deposit was done on 01/29/23 at a foreign ATM- AMM  MACU #*** ******** **** * ********** *** ***** ****  *****

  A dispute was submitted through VROL (Visa Resolve Online) on 02/06/2023 and we provided provisional credit the same day.  The credit union where the deposit was conducted was contacted in regards to the members dispute.  

  VROL rejected the case on 03/08/2023.  ******** ******* Credit Union acknowledged the members successful deposit of $400 that he received credit for but did not have any faults regarding an additional deposit. 

  Our member was sent a 5 day denial letter and the provisional credit was reversed on 03/16/2023.  We advised the member to follow up with ******** ******* Credit Union when he called to inquire about the denial letter. 

  
  

  Thank you,

  **** ******

  
  

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