ComplaintsforProvident Credit Union

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Commencing on or about October 24, 2023, I fell victim to two multi-layered scam operations run by Capital, Bchaintop, and Velod (capitalpro-vip.com), (bchaintop.com), and (velodsib.com),which involved me making deposits for a total amount of ****** USD USD from my Provident Credit Union account to fraudulent investment firm.

  

  Business response

  07/15/2024

  Dear ****************,
  
  Thank you for communicating your concerns to the Better Business Bureau.

  On October 24, 2023, you requested and authorized a wire transfer in the amount of $27,000 to Payward Ventures, Inc.  We completed the wire transfer in accordance with your request.  There was nothing to indicate to Provident that this was a fraudulent recipient.

  If you believe you were fraudulently induced to participate in this investment opportunity, you may have recourse against any party who committed fraud.  However, there is no basis to pursue any claim against Provident.

  With regards,
  
  *****************************
  Vice ********** **** **********
  Provident Credit Union  

  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Failure to act on ***** of ******** and Trustee documents to provide access to funds of a member no longer competent to manage her finances. Without access to these funds taxes, homeowner fees, utilities and necessary expenses for her care cannot be made. Multiple emails, telephones calls over 10 days have gone unanswered or have been minimal and do not address the needs. Appropriate legal documents have been submitted but not acknowledged.

  

  Business response

  06/28/2024

  Ms. *****
  
  Thank you for communicating your concerns to the Better Business Bureau. We appreciate your concerns regarding the account about which you inquired. Unfortunately, we cannot share any account information with you until we receive an updated and notarized Certification of Trust that lists you as a current acting trustee.
  
  If you have additional questions or concerns, you may contact our ******* *******s team at ******************.
  
  Thank you,
  *****************************
  Vice ********** ******* Quality & Training
  Provident Credit Union
  *************************************

  Customer response

  06/29/2024

   
  Complaint: 21903538
  
  I am rejecting this response because:

  The initial request was for another document.  A power of attorney and the original requested document was provided.  There was no response despite repeated requests for clarification. This response does not address the complaint that Provident Credit Union failed to communicate with the request for information until many telephone calls and appeals to a supervisor prompted the request for a different document which has recently been provided.   A simple telephone call could have completely resolved the confusion without compromising account information.  This is customer service failure that compromised the ability to care for a an elderly Provident Credit Union member whose family needed to access financial resources necessary for her care.
  

  Sincerely,
  
  **********************

  

  Business response

  07/03/2024

  Ms. Cloud
  
  We apologize for any inconvenience you may have experienced.Our records show that we responded to each of your inquiries and informed you of the correct documents that are needed to process your request. At this time,we still do not have the proper documentation.
  
  If you have additional questions, please contact our ******* *******s team at ******************.

  *****************************

  Vice ********** ******* Quality & Training

  Provident Credit Union

  *************************************

  Customer response

  07/04/2024

   
  Complaint: 21903538
  
  I am rejecting this response because:  It does not address the issue. 

  On June 17, 2024 a ***** of ******** was sent to Provident CU via email to **************************************.  This in response to a previous email sent to a family member requesting a Trustee's Account Agreement.  Since this individual did not have authority I provided the ***** of ********.  There was no response via email or by telephone. I called  June 20 requesting status and information on how best to proceed.   There was no response. I called several times leaving a message over the following week and received no response.  I then called the main number and was referred to another individual, a manager and left a message, again I received no response.  I called the main customer service number on June 23 and that individual was able to review notes and was told the ***** of ******** Is not accepted because the account is a trust.  Subsequently on June 24 I received an email requesting an entirely different document, a Certificate of Trust.  No sample document was provided.  Given I am not an attorney, I was left to scour the internet for information regarding said document.  I was able to find a sample and this was notarized and submitted.  On June 26 the following email was received:
  "I received the Certification of Trust, however, on the Certification of Trust it states REDACTED as the only acting Trustee. In order to add you to the account, we need an amended Certification of Trust listing as the current acting Trustee not the Success Trustee."  Again no information was provided about the correct document needed given the one I found on the internet was not the right one.

   The lack of communication regarding the necessary steps required to obtain access to the member's account has caused substantial delay and concern for our family.

   

   

   

  
  
  Sincerely,
  
  **********************

  

  Business response

  07/11/2024

  Ms. ****************** you for your response. We spoke to you on July 11th and clarified which documents are required to move forward. We hope this has resolved your concerns.
  
  If you have additional questions, please contact our ******* *******s team at ******************.
  
  Thank you,
  *****************************
  Vice ********** ******* Quality and Training
  Provident Credit Union

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have maintained a relationship with Provident for over a decade (possibly 2) and have dealt with limitations to service and online capabilities compared to larger banks without complaint. I identified two pending fraudulent debit card transactions 5/22, one of which is for $800.40 and the initial experience in relation to trying to understand why that happened and to get resolution has been unacceptable. It makes no sense to me that fraud prevention didn't recognize unusually high transaction attempts (out of my normal pattern of spending) from out of state, with (apparently) multiple authorizations and prevent this from happening. Beyond that, it took two overnight associates, and a complete restatement of the issue to get the card blocked and a claim started. When asking when at least temporary credit would be issued no one could answer and I was advised to call back the next day for member services assistance. When calling back I was transferred 3 times before reaching ******** (not sure of name spelling), who lacked any empathy and quoted 7-10 business days for even temporary credit - that is a ridiculous amount of time to assign credit for fraud! When asking for a supervisor, the associate said no one was available and a call back would take 24 hours. When asking if visiting a branch would get me some actual support, I was advised that it wouldn't (the branch would just have to call card services). Everything about this experience has been irritating and far from what I'd expect from an institution I've been with so long, or frankly any financial institution in 2024. From the lack of effective fraud detection, to the poor servicing model and experience I am incredibly frustrated and do not feel that appropriate assistance is being provided.

  

  Business response

  05/31/2024

  Dear ********************,
  
  I want to confirm that your account has been ************************ for the fraudulent transactions you reported on May 22. Your account information was used for a booking through CozySuites, a short-term stay website.
  
  On May 28, your account was ************************ for the amount of the booking and for the courtesy pay fee levied when the transaction ******** your account. On May 30, CozySuites confirmed that the booking was fraudulent and also credited your account. ********************** will reverse the amount that we credited to your account on May 28, since you have received restitution from the merchant.
  
  Please contact **** Services at ****************** if you have any additional questions about the fraudulent activity you experienced. Thank you for being a loyal member since 2007.
  
  With regards,
  
  **** Services
  Provident Credit Union   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying for over a week to get a withdrawal from my **** Provident sent me a check written to BofA (the agent told me that is how it had to be done). BofA will not take the check provident sent. I submitted a new withdrawal form, Ive called multiple times and written multiple mails to provident on their system and email. I have been promised call backs multiple times and they have not happened. Someone needs to issue me a check for my withdraw in my name. It is my *** and I need to make a cashable check for my withdrawal.

  

  Business response

  04/18/2024

  *****************,
  
  Thank you for taking the time to express your concerns to the Better Business Bureau.You submitted a request for an IRA ********** and we confirmed via email on April 3rd that we would make the check out to **** of America. You contacted our ******* *******s team again on April 10th about your issue and we immediately issued a replacement check, made payable to you. We hope your concerns have been addressed.
  
  If you need any additional assistance, please feel free to contact me directly with the information provided below.
  
  *****************************
  Vice ********** ******* Quality and Training
  ******************
  *************************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a loan of $8000 from Providence credit union to pay off my medical bills after working less hours at work due to health reasons. I was paying the loan but due to their website issues, I was having a hard time paying the loan online and I was contacting the costumer service to help me out with this on multiple occasions. I then took time off work due to health reason during ***** and was unable to keep up with the loan. I called the customer service rep and they were very rude to me and hanged up. A couple of months ago, someone came to my door while I was asleep and met my 13yr old daughter who has the same name as me and served her. She took the letter to her room and I never got the letter. Until recently I got a declaration for garnishment of the sum of $9124.66. I didnt even know I got served in the first place because the wrong person was served. I cannot afford a garnishment and I would like to pay off the loan without garnishments and court fees.

  

  Business response

  03/20/2024

  Good afternoon. We do not have a member by this name. This complaint should be directed to Providence Health & *******s in **********. 

  Thank you,

  *****************************

  Vice ********** ******* Quality and Training

  Provident Credit Union

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Provident's system miscalculated the running total in my checking account. It's off by around $700. I sent a secure message via providentcu.org(Message attached) on 12/30/2023. I have never heard anything back from that. I called them and the customer service representative agreed their is an error then put me on hold for so long, their system put me back in the queue. I e-mailed a manager, ********************, and he never responded. I have had this issue before and I just want them to correct the error. The attached document shows exactly what happened. I took a print screen from providentcu.org, and added color arrows to show the exact error. The miscalculation is so large you don't even need a calculator to see it.

  

  Business response

  01/11/2024

  Mr. *******************:
  
  Thank you for communicating your concerns to the Better Business Bureau.
  
  We apologize that you did not receive timely responses to your requests. ************** is a priority at Provident and we strive to respond to our members within 24 hours. While the holidays *** delay this slightly, you should have received a more timely response. We immediately addressed the delay with our team members.
  
  With regards to your concerns, you spoke to one of our member service representatives on January 5, ****, who explained that your balance is accurate but that due to system limitations, the timing and display sequence of the returned deposit *** have made it appear otherwise. We can assure you that the balance is accurate and that your transactions were processed correctly.
  
  If you would like to discuss further, please contact me directly at the contact information provided below.
  
  Thank you,

  *****************************
  Vice ********** ******* Quality & Training
  *************************************
  

  Customer response

  01/12/2024

  Though I am simply accepting the response to move on, it took me calling multiple times to get resolution and I never did receive a response via your message system, although it showed an update, I received nothing. You system front end(What, we the customer sees) is still showing a running total inaccuracy. However, your **************** Representative, Martian, Cared enough(The prior ones didn't) to research with me on the phone and figured out what happened by looking at your "Back End". He saw the sequence, which still differs from what I, the customer sees. This is the 3rd sequence issue I have had with provident's system.

  The matter is done and I will proceed with what I wrote in my letter to your CEO. But like the issues I had before, I expect the same Null response from him or his office.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was stolen in June 2023. We processed the claim through our insurance. The car was purchased with an auto loan from Provident credit union where I have been a depositer for 30 years. The loan had been paid off. We resolved the insurance issue, but required a "release of lien"from Provident. For the past 3 months we have called the lender repeatedly to obtain the release of lien necessary to obtain the settlement monies. The number for the **** desk" to which we have been directed has been busy every time we called. We have left a return number 12 times and have not heard back from the bank. the settlement monies have been held up and now the insurance company has advised us that they are investigating our claim. We need help getting a response from Provident.

  

  Business response

  11/02/2023

  Dear ***********************************:
  
  Thank you for expressing your concerns to the Better Business Bureau.
  
  We understand that you have been attempting to obtain a lien release on an automobile which was purchased with a Provident Credit Union loan. Our records show that the loan was paid off on 7/15/2019 and the title was released on 7/24/2019. The title was mailed directly to the registered owner.
  
  Provident received a request for a 10-day payoff quote from State Farm on 6/28/2023.  We were unable to provide a payoff quote because the loan had already been paid in full.  Our DMV department attempted to contact State Farm to notify them.
  
  On October 2, 2023, we mailed you a notarized lien release and a letter that confirms the loan has been paid in full. We also attempted to reach you by phone.
  
  If you have any questions, please contact our Assistant Vice President of Consumer Lending directly at ***************************.
  
  With regards,
  
  *****************************
  Vice ********** ******* Quality and Training
  *************************************
  ******************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 22nd, 2023 I noticed 4 strange transactions on my Provident Credit Union checking account each of them in the same amount of $1,258.34 and from the same merchant: Transportes ***********************. These were accompanied by a foreign transaction fee of $25.17, bringing the total to $5,134.04. I noticed these transactions because I received alerts from my other banking institutions ************ and **** of America) alerting me to suspicious transactions on my accounts with them. These transactions were for similar amounts and from the same merchant. I immediately called Provident to report fraud.I was informed that the transactions were made in person using the chip on my card(s). I was also informed that the transactions were made out of the country (in *****). I opted to pick up a new debit card in the local branch in *********, which I did that same day. Provident Credit Union has refused to resolve the case citing that the transactions were completed with the *** chip on my debit card, therefore making them not fraudulent. *** reached out to them to escalate the case and provide more proof I did not authorize those transactions including letters from my other banks showing they resolved my cases, a police report filed concerning the fraud, and a statement from my Provident Credit Card showing I made a local transaction that day (proving I was not out of the country in *****). After all of this they have sent me a letter stating that after further review, and since I stated the card was in my possession that day, the transactions are not considered fraudulent. The debit card was in my possession that day but I did not make nor authorize this transactions. I reported them immediately and picked up a new debit card at the local branch within 2 hours of them occurring. I also have witnesses that can state I was not out of the country did not make those transactions. I also dont understand how such large foreign transaction amounts didnt raise a flag.

  

  Business response

  06/09/2023

  ******************-

  Thank you for contacting Provident Credit Union about your recent card fraud inquiry.
  

  We have been in contact with you throughout our investigation of your case.We have posted credits to your account for $5,033.36 for the 4 fraudulent transactions that were made in ***** on April 22, 2023.
  

  Thank you,
  

  *****************************

  Vice ********** ******* Quality and Training

   

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bank at Provident Credit Union. They have an interest rate of **** for their checking up to ******, then goes to.001, I think. In order to receive this interest rate you have to spend 400 dollars each month on their credit card. I had 138 charge which they held as suspicious. They called me, we cleared up, they put charge through, but forgot to remove "A" stop as they call it. I have a monthly charge on that card of ***** for medical insurance, it was denied. I check my accounts often, realizing this I had my wife put 2 ******* dollar charges immediately on ********* card which would get me to the required 400. Then called Provident, ************, and made sure all was good, charges went through, they removed stop, and confirmed no reason to resubmit for the monthly ***** charge all was good. They didn't pay me my interest, claiming ********* didn't take charges out until 30th and 30th wasn't a work day and won't own up to their own mistake by leaving "A" stop on the card. I want my interest, for the first ****** that's ******.

  

  Business response

  06/01/2022

  Dear ********************
  
  Thank you for reaching out to the Better Business Bureau. We are pleased to notify you that your April dividend in the amount of $21.26 posted to your account on 5/27/22. We apologize for any inconvenience you may have experienced.
  
  If you have any additional questions or concerns, please contact us directly at ************.
  
  Thank you,
  *****************************
  Vice ********** ******* Quality and Training
  *************************************

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  early January 2022 I purchased a car from ****************, *******, ** with a loan from provident credit union, ************, **, the *****************************. during the purchase process I told the seller and the lender that the car had to be registered in **************. That didn't get done per my conversation with ncdmv. I informed the lender that that didn't happen and I wanted them to fix it. that hasn't happened as of the filing of this complaint. I went to ncdmv to try and register the car. they told me the lienholder had to send them the car title and the **** of sale. I informed provident credit union of that request.

  

  Business response

  03/10/2022

  ************
  
  Thank you for communicating your concerns to the Better Business Bureau. Provident Credit Union would like to help you resolve this issue. Unfortunately, the dealer registered the vehicle in **********. We requested the paper title on February 25th and will send it to the North Carolina DMV as soon as we receive it. This could take up to a few weeks.
  
  If you have any additional questions, please contact us directly.
  
  Thank you,
  *****************************
  Vice ********** ******* Quality and Training

  Customer response

  03/14/2022

   
  Complaint: 16853385
  
  I am rejecting this response because: In response to your email on 3/11/22:
  this period of inactivity by provident credit union has gone on from January 2022 to march 2022. because of their inactivity I relinquished the car to provident on feburary 17, 2022. They have refused to clear up the misregistration with California dmv, register the car with north Carolina dmv or remove the car from the street where it is parked.  therefore it appears to me based on their performance they either dont want to register the car in north ******** or there is some discrepancy with the car documentation that doesnt meet with north ******** requirements.
  
  How do we proceed from here.
  1. provident should insure that the misregistration with CA dmv gets cleared.
  2. cancel the inactivate loan account.
  3. remove their relinquished car from the street.
  
  Thank you
  Dr. *********************
  

  
  

  
  Sincerely,
  
  *********************

  

  Business response

  03/22/2022

  To Whom it May **************************** (Buyer) purchased a vehicle from Coast Auto Sales (Seller) and financed the vehicle through Provident Credit Union (Lender).  Buyer requested that vehicle be titled in ************** (**) but the Seller titled the vehicle in ********** (CA).  When Buyer tried to register the vehicle in **, he was told that they needed copy of CA title and **** of sale from Lender.  To assist Buyer with the ** title and registration, we (Lender) requested a copy of the title from CA DMV and informed Buyer that we would forward to ** when we received it.  This document was received a few days ago and when we (Lender)reached out to confirm where to send documents, we received this excerpt from Buyer:
  
  How do we proceed from here.
  1. provident should insure that the misregistration with CA dmv gets cleared.
  2. cancel the inactivate loan account.
  3. remove their relinquished car from the street.
  
  Thank you
  Dr. ******************************* (Lender) have attempted to inform ************ (Buyer/Owner) that he is the legal owner of the car and we are the Lender and Lienholder (not the owner), and that failure to abide by the terms of the loan agreement will result in loan default and possible repossession. 
  
  We (Lender) have now reached out to legal counsel to advise us on how to proceed with ************, the buyer and owner of the vehicle.

  ***************************** | V.P. of Lending, CCO
  Provident Credit Union

  *************************************

  Customer response

  03/28/2022

   
  Complaint: 16853385
  
  I am rejecting this response because: 

  from janurary to march provident credit union had to send the title and **** of sale to ************** department of motor vehicles they did not. had they done any of what they claim the car would be registered now. i've suffered enough hardship.
  
  Sincerely,
  
  *********************

  

  Business response

  03/30/2022

  We have done everything we possibly can to assist ************. Unfortunately, we do not have any additional information at this time. 

  *****************************

  Vice ********** ******* Quality and Training

  Provident Credit Union

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩