Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MHV Federal Credit Union changed the Digital Banking system that handles their Auto Pay clients. When they changed they didn't take out the Auto pay that I have been paying for 2 years. Loss prevention sent me a letter dated 1/25/25 which was the only notification that I received. I have a credit score *******. I have never been late on anything. They posted a late fee of $38.08. This impacted my credit score to (689). I am asking for *** to refund the $38.08 late fee and notify all Credit bureaus of the error to correct my credit score. I have further proof and info on this matter. I work from home on Tuesday and Fridays and can discuss this on those days. The most important thing for me is that they correct this on my credit report. **

  Business Response

  Date: 02/12/2025

  *** ****************** am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on February 5, 2025, regarding a fee on your account and ********************** reporting of a late payment.
  
  At the time of this response, this matter has been resolved to your satisfaction via email communication between our ************************** and yourself on February 5, 2025.
  
  Thank you for bringing this matter to our attention and giving ****** the opportunity to clarify the situation surrounding this complaint. Should you need further details, please do not hesitate to contact us.
  
  Sincerely,
  
  Mid-Hudson Valley Federal Credit Union
  
  CC:     BBB
  
  

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I have not resolved the "Credit Correction" that MHVFCU has promised to issue to Experian .  Please see attached that was sent to Hudson Valley Federal Credit Union.  MFVFCU said that they sent the Credit Correction on 2/3/25.  It is April 5, 2025 and as of this date the correction hasn't been made.  They will give me no documentation proof that Experian was notified only that I should be patient. 

   

  I am respectfully requesting that  MFVFCU provide a document that I can send to Experian to show the credit Correction or investigate why the Credit Correction wasn't applied.  I am also requesting proof that the Credit Correction was sent to Experian at all.

  Thank you for any help that you can provide.  

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

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/16/2025

  
  *** ********,
  
  I am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on April 7, 2025, regarding a correction to your credit report.
  
  Unfortunately, the correction we issued to your credit report on 2/3/25 was unintentionally reversed due to a system error on our end. As of April 16, 2025, we have issued a new correction to your credit report and can confirm that the correction has been processed. We apologize for any inconvenience this has caused you.
  
  Thank you for bringing this matter to our attention and giving ****** the opportunity to clarify the situation surrounding this complaint. Should you need further details, please do not hesitate to contact us.
  
  Sincerely,
  
  Mid-Hudson Valley Federal Credit Union
  
  CC:     BBB

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 650 and 600 dollars while paying my rent. I only paid 600 and have no idea why 650 was also taken out. I reached out to the company that process the funds that this is an unauthorized purchase as per told to do so by my bank and to do the same with my landlord. Both those parties told me that I need to take it up with they bank they cannot help me. I disputed and sign documents for my bank provided screenshot of emails and text. After signing they gave me the 650 back only to take it away again and tell me I need to dispute it with my landlord who I already provided proof of the.saying it's not them it's a bank issue. I'm now negative eating so many overdraft. I have no food in my house, waiting for surgery while caring for my disabled 4 year old. I can't pay my car payment or insurance. I'm going to lose everything because the bank won't fix an unauthorized charge

  Business Response

  Date: 12/19/2024

  Dear *** *************** am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on December 19, **************************************** the amount of $669 that occurred on 12/10/2024.
  
  In reviewing this transaction, we identified that you filed a dispute on 12/14/24 and were issued provisional credit. We reversed the provisional credit on 12/16/2024 as we did not receive required documentation needed to submit the claim. As a courtesy, without the needed documentation, we have recredited your account for the disputed amount,on a provisional basis, while the claim is being investigated.  Visa will contact the merchant and make a final determination as to the validity of the transaction. We will be in contact when we receive their determination.
  
  For this inconvenience,we have credited any NSF fees assessed by us during 12/16 to 12/19.
  
  We appreciate the opportunity to clarify the situation and we will be in touch shortly with VISAs determination. Should you need further details, please do not hesitate to contact us.
  
  Sincerely,
  
  Mid-Hudson Valley Federal Credit Union
  

• Initial Complaint

  Date:12/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/6/24 *** ***** ******, my husband recieved a text from $Cash App saying that Abundant Life Tabernacle (of which I am the treasurer) had filed a dispute with him for the amount of $598, 3 hours later that money was taken from *** ******* account. I spoke with ***** from *** on 11/20/24 - who informed me that no dispute was file.On 11/26/24 when I picked up my mail I noted a letter from cardholder services dated 11/5/2024. It was regarding a claim of fraud and forgery - on a transaction for $598 $Cash *************** ******. This didnt make sense to me as I am a joint account holder on the bank account of *** ******* I called cardholder services and was informed by the representative **** that dispute could have inadvertently been checked off when I cancelled the card. ***It is here that *** needs to investigate. SUBSEQUENT calls made by me to *** support indicate that a dispute was filed on behalf of Abundant Life Tabernacle (of which I am the treasurer) with *** ***** ****** for $598. This does not make sense as I, in addition to being the treasurer for Abundant Life Tabernacle am ***** ******* wife and joint account holder on the account from which the $598 was taken from. If there was contention it would have been with $Cash App, certainly not with *** ***** ******. ***Our accounts with $Cash App are shut down - no customer support available ****It is very possible that this entire situation may have been instigated by a wrongly filed dispute on our behalf by ********I have repeatedly asked *** for the voice recording of the dispute request to be examined but they have not yet accessed the recording (although **** from *** has put the request in 2x). 11/26/2024 and 12/6/2024 as per phone conversation with **** from MHV.I am asking the Better Business Bureau to please look into this. Our case is being passed back and forth between MHV and $Cash App - each blaming the responsibility for this error on the other party.

  Business Response

  Date: 12/19/2024

  Dear *** **************** am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on December 12, **************************************** the amount of $598 that occurred on 10/3/2024.
  
  We fully researched this matter, including reviewing the recorded calls initially placed by you and your joint on 10/2/2024 and 11/26/2024. While we understand that there was a transaction on your account that was part of a scam, these transactions,according to these calls, were authorized. As a financial institution we do not refund authorized transactions, and encourage you to pursue this scam with local authorities.
  
  We appreciate your speaking with us about your complaint and allowing ****** the opportunity to clarify the situation. Should you need further details, please do not hesitate to contact us.
  
  Sincerely,
  
  Mid-Hudson Valley Federal Credit Union
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  A representative from *** called me yesterday and communicated that they had not yet accessed the voice recording (Dec 18). This conflicts with the message that was sent to BBB. This needs to be further looked into.

  ***** ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I need to know what was said on my behalf that put forth the idea that I would dispute and make a complaint against an account that I am on. I believe they may be covering up. If they can tell me exactly what I said on the recording that said I wanted to put a dispute against an account that I am on i.e. my husbands account I will accept that

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/02/2025

  Dear *** **************** am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on December 12, **************************************** the amount of $598 that occurred on 10/3/2024. We would like to provide further clarification on this matter per your request.
  
  As mentioned in our initial response, we reviewed the recorded call you placed on 10/2/2024 in which you disclosed that you provided your account information to an unauthorized party. During that call, you reported the $598 as fraud relating to this disclosure and asked for the compromised card to be cancelled. In addition, your joint also called on 10/2/2024 and disclosed that account information was provided to an unauthorized party. The joint also reported the $598 as fraud and confirmed that the card should be closed. We researched the $598 transactions, and per another recorded call, you explain that the $598 was authorized. As a financial institution we do not refund authorized transactions, and encourage you to pursue this scam with local authorities.
  
  We appreciate your speaking with us about your complaint and allowing ****** the opportunity to clarify the situation. Should you need further details, please do not hesitate to contact us.
  
  Sincerely,
  
  Mid-Hudson Valley Federal Credit Union
  

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/27/24 my bank accounts were accesses fraudulently, and 3700 dollars was taken. That particular debit card was only 7 days old. According to the bank, there had been multiple calls made by this person in order to access my accounts, including my savings. I was told this person had all of my information. The accounts were then frozen as they were going to be renumbered. (I have had no access to my accounts until today 8/9/24)I learned today that another two WITHDRAWLS of $925.11 were approved to go to FanDuel.com. I was told that my accounts were not able to be accessed and I was not informed of these two charges until today. I have not had any contact or follow up with the bank ,despite my 3-5 phone call requests to have someone call me. I was told someone tried to call me though I had no missed calls or voicemails. I learned today that there were no outgoing calls to me noted on my account. I had to file another fraud claim today to try and rectify the situation.

  Business Response

  Date: 08/14/2024

  *********************;***************>

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

  Good afternoon,

  In reviewing this complaint #******** from ***********************************, we identified that this is NOT a customer/member of ours. It's possible her complaint is with Hudson Valley Credit Union.

  Please advise.

  
  

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

  
  

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January ****, I opened my online bank account to transfer some money to pay a bill and I was $126.87 negative. This is not my main bank account so I don't keep a large sum of money in this account. I was looking at all the charges, and absolutely none of it made any sense. I transfer money every time I pay a bill, right before I hit confirm on paying the bill, I transfer the amount into the account the bill will be paid from. Apparently according to the computers, there can be a **** minute difference in processing times, and more recently than ever all of a sudden the payments are incurring "insufficient funds" charges. I called in more than once to have them reversed by people who could clearly see that the charges didn't make sense. Then today, I guess there was a note that the last reversal was the final courtesy, and they refused to fix my account, even with proof that I transferred money to the account to pay the bill, before the payment had been placed or gone through. One man hung up on me in the kingston branch for requesting a supervisor and when I called back, I got the same answer from the next associate and the supervisor. "Unfortunately, the computer calculated the charges because the money wasn't there in time". The money was there. I make sure to make sure it's there. Every payment, I make a transfer. They couldn't even find what the charge was for without putting me on hold to figure it out. They have not explained the full amount that my bank account is negative to the cent, even though I repeatedly asked, so I will never be using this bank again. My husband will be withdrawing his money and closing his account as well. I literally asked the supervisor on the phone, "so you're telling me that even though I made sure to transfer the money before I made the payment, because the computer calculated it a different way, for whatever reason, I lose my money for no reason?" And she told me "Unfortunately, yes. That's the way it works."

  Business Response

  Date: 01/19/2024

  *********************, 
  
  I am writing in response to your letter of complaint against Mid-Hudson Valley Federal Credit Union (MHVFCU), received by the BBB on January 11, ****, regarding fees charged to your account.  
  
  Your complaint states that in January ****, you noticed your account was negative, despite transferring funds into your account prior to paying your bills, and several fees were assessed that do not make sense. 
  
  In reviewing your complaint, we were able to identify the specific transactions identified in your complaint. As a one-time courtesy, we will be reversing the (3) Insufficient Funds Charges referenced in your complaint. For future bill payments, please be sure the funds are available in your account prior to initiating a payment. This will prevent any future fees from being assessed. MHVs online banking portal, or mobile application will allow you to view your available balance in real time to ensure sufficient funds are available for use. 
  
  Thank you for bringing this matter to our attention and giving MHVFCU the opportunity to clarify the situation surrounding this complaint. Should you need further details, please do not hesitate to contact us. 
  
  Sincerely, 
  
  Mid-Hudson Valley Federal Credit Union 

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of the Mid-Hudson Valley Federal Credit Union for many years, having my mortgage, car loans, business and personal accounts with the credit union. The recent account number change has inconvenienced the many thousands of members, and it has caused a financial and time burden that was not initiated or caused by me. The many businesses that use my account for monthly billing all needed to be contacted with the new account number - I have hundreds of personal and business checks which now must be shredded - I will need to purchase a large shredder and have already purchased personal and business checks at a cost of over $250,00 dollars. This does not replace all the checks that i need to now destroy. I feel this is an unfair burden and wish to be compensated at the least for the cost of the hundreds of replacement checks - the bank did replace a smaller number of personal and business checks - but I use a 7 ring binder for the business checks, not the small checks the bank sent to replace professional business checks. This has been a very disappointing experience.

  Business Response

  Date: 07/11/2023

  ****************,

  As we explained in our communication to you, we have requested you and other affected members, to update your account number. By encouraging our members to use their correct account number we will ensure no delays with your incoming transactions. As you mentioned, we did provide new checks with your correct account number at no cost to you. We provided these checks to you as a courtesy for assisting us with this very important improvement.
  This process of updates will take some time, so feel free to continue to use your existing checks for the remainder of the year. We in no way expect you to discontinue use of your existing checks at this time. Thank you for giving us the opportunity to clarify.

  Customer Answer

  Date: 07/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************