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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I just got a notification on my credit karma account for a late fee When I spoke with the loan department that called me and left a message on my phone they said I am a penny past due Why would I get a late fee for being a cent short on something??? I'm upset and I'm done with this company once my loans are paid off I'm closing my accounts.
Business response
08/09/2024
Dear *******,
Thank you for bringing your concerns to our attention through the Better Business Bureau.
We take all feedback seriously and appreciate the opportunity to address your issues.
At Pioneer Valley Credit Union, we strive to provide excellent service to all our members.
Thank you again for your feedback and we value your membership.Pioneer Valley Credit Union
Customer response
08/09/2024
Complaint: ********
I am rejecting this response because: This did nothing for me. This response means nothing.
Sincerely,
***************************Business response
08/19/2024
Thank you for your feedback regarding a payment at Pioneer Valley Credit Union, we handle all payment-related issues directly with our members. We kindly ask that member contact our team at ************* so a representative can assist personally with the concerns. We look forward to resolving this matter.Customer response
08/19/2024
Complaint: ********
I am rejecting this response because: they have not came up with a resolution. Never can get in contact with someone from the loan company & also waiting for the branch manager to get back in contact with me.
Sincerely,
***************************Business response
09/05/2024
The Credit Union spoke directly to **************** regarding this compliant and advised her to file a dispute through the credit bureau, since that is the only way, she can start to correct her credit report. We then later received the dispute from the credit bureau and have since responded that there were no late payments reported on ********* PVCU loan.Customer response
09/07/2024
Complaint: ********
I am rejecting this response because:
This is very very confusing information. My account was deemed as late for August but it was paid off yet the late charge is still on my credit report I dont understand what is going on I have no notification that you changed anything
Sincerely,
******* ******Customer response
09/24/2024
BBB has spoken to the consumer, she has confirmed that the matter was finally resolved last week. The appropriate corrections have now been made to her credit report.Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This morning I woke up to my account being -87.00 Payments for 3 transactions were not suppose to come out today it was suppose to be tomorrow. Contacted customer service to see if they can assist me with refunding the fees. I can not afford it. Of course they gave ne a hard time saying in the past they have gave me a few reversal fees but why are they not considering all the fees ive paid in a past I am having a hard time right now I just had a heart attack 2 days ago and I am currently in the hospital. I need to pay my personal loan and my car loan balance. I even told the representative on the phone that I get paid on Tuesdays and I usually put the money towards my loan on Tuesday / Wednesday. Im having a difficult time in my life and at this point since there was no help towards me especially because of my circumstances. I see no one has a heart at this location. I can not afford the $87 in feesBusiness response
07/30/2024
BBB received a message from the consumer asking to cancel their complaint on the same day it was filed. Their issue has been resolved.Customer response
07/30/2024
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
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My cd expired on 6/19/2924 It was holiday, On 6/20/2024 I sent a wire transfer form in at 8:00am. Now they are refusing to release my money today. This is the worst financial institution I have ever dealt with I want my money released todayBusiness response
06/21/2024
BBB was contacted by the consumer, the issue in their complaint was resolved on the same day the complaint was submitted, they now consider the matter resolved.Customer response
06/21/2024
Better Business Bureau:Message received from Consumer: Please remove complaint the issue was solved
Initial Complaint
10/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I recieved 2 non payments remarks on my credit report after i contacting pvcu the last time (2nd nonpayment) explaining to them that i was in the hospital and having a hard time making a payment on my account. I dont even remember the exact employee i spoke to but they were not willing to help me etc im very upset about this considering i attempted to reach out ahead of time to let them know. Also when reaching out yesterday about an overdraft they refused to waive the fee!Customer response
10/20/2023
because I recieved 2 non payments remarks on my credit report after i contacting pvcu the last time (2nd nonpayment) explaining to them that i was in the hospital and having a hard time making a payment on my account. I dont even remember the exact employee i spoke to but they were not willing to help me etc im very upset about this considering i attempted to reach out ahead of time to let them know. Also when reaching out yesterday about an overdraft they refused to waive the fee!Customer response
10/20/2023
my desired result is to take off the late payment from my credit reportCustomer response
10/31/2023
I called PVCU on October 31,2023 about how my ***** account that was linked to my acc/rout number w ******** services and how ******** was constantly trying to pull money out of my pvcu account thru ***** when i called around 1:45pm a woman who answered i let know what was going on and how they were over-drafting my account after i disconnected my acc/rout number with ***** so i told her i wanted the business blocked (*****) from taking money out of my account she refused to help me at all I also asked if i could opt into the over draft service so i know in the future if something does get taken out and i dont have enough in my account it would be covered now this woman is saying im not allowed to do that which i have no idea why! ummmm i want my -$29+-$29=-$58 thats overdraft on my account back. im tired of this company once my car loan and personal loan is paid off i will be closing my account as well as other postal employees I know who work with me that i told them to sign up with them a few years back. So now you will be losing business and its gonna hurt you in the long run! thanks for nothing! this is the most unhelpful bank ive ever dealt with. BUT OF COURSE THEY DONT CARE BECAUSE WHY????? ITS NOT THEM GOING THROUGH IT SO WHY WOULD PVCU EMPLOYEES GENUINELY CARE?! THEY DONT!Business response
11/15/2023
Thank you for bringing your experience with Pioneer Valley Credit Union to the attention of the Better Business Bureau. We appreciate you taking the time to file this, as it allows us the opportunity to make things right and improve our services.
Were happy that we could work with you to resolve this and look forward to your continued membership with Pioneer Valley Credit Union.
We appreciate the opportunity to earn your trust. Thank you again for bringing this matter to our attention. We are committed to continuous improvement, and your input has helped make us better.Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 22 I received my direct deposit into my account at Pioneer Valley Credit Union. While checking the mobile app my deposit was made available which brought my available balance to $420.06. That made my available and current balance $420.06. On this same I made payments to various bills because my deposit was available. However, the bank charged me $290.00 worth of overdraft fees for transactions that should have been covered with my direct deposit. After speaking with Jennifer and Tumeika they were both unwilling to resolve this matter after stating the bank processes debits before credits. In the banks disclosure it says: Funds from the following types of deposits will be available on the day We receive the deposit: Funds from electronic direct deposits to Your Account. The bank also offers and advertises this on their website: Get Paid a Day Early* with Direct Deposit. There is nowhere in the account disclosures where it says they process debits before credits. All of this is false advertisement. The way they process transactions debits before credits is misleading as well. According to my online transactions list I had a positive balance until they started charging $29.00 for every transaction, I made because of their terrible processing method.Business response
01/04/2023
Hello, We appreciate your feedback and are committed to great member service here at Pioneer Valley Credit Union. We have reviewed the comment and have ensured our processes were successfully completed by our service representatives in this case. However, out of courtesy and to honor your long term membership at Pioneer Valley Credit Union, we will waive the fees associated with this comment. In regard to advertising, we are within compliance. If you have any future questions or concerns regarding loans you may contact us at ************* for assistance. Thank you - The **** Team
Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I applied for a home improvement loan on 2/21/22, they were not open due to the holiday. On 2/22/22 at 9:44am I sent a message for them to cancel the loan application as I no longer needed it. On 2/23/22 they pulled my credit for the loan. I have asked them to have the inquiry removed seeing as though I asked for the loan application to be canceled and they refused. I would like this inquiry removed from my report. Once I asked them to cancel the application they no longer had permission to pull my credit. The person I spoke to on the phone that identified himself as "the manager of that department" was very rude and unprofessional, speaking over me as I was trying to explain what happened. When I asked to speak to his boss regarding the situation he told me his boss was in a meeting and would have to call me back. He then said that his boss wouldn't be able to call me until next week. They will be losing my entire family as customers if this isn't resolvedBusiness response
03/29/2022
Business Response /* (1000, 5, 2022/03/01) */ Hello, We appreciate your feedback and are committed to great member service here at Pioneer Valley Credit Union. We will review your comment and look into your concerns, if you have any future questions or concerns regarding loans you may contact us at (413)733-2800 for assistance. Thank you - The PVCU Team
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6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.