Complaints

This profile includes complaints for Valley Strong Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Valley Strong Credit Union

  11500 Bolthouse Dr Bakersfield, CA 93311-8822

• 

  Valley Strong Credit Union

  4530 Ming Ave Bakersfield, CA 93309-4820

• 

  Valley Strong Credit Union

  8200 Stockdale Hwy Ste P Bakersfield, CA 93311-1029

• 

  Valley Strong Credit Union

  3901 Mount Vernon Ave Bakersfield, CA 93306-1444

• 

  Valley Strong Credit Union

  2424 Chester Ave Bakersfield, CA 93301-4020

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:12/28/2023

  Type:Delivery 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.

  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

  Date: 01/10/2024

  Please see the attached response letter 

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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 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

  Date: 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

  Date:05/03/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/24/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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,

  **** ******

  
  

• Initial Complaint

  Date:02/09/2023

  Type:Product 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 went to valley strong credit union on ** S. ****** *** ********* CA *****. An I attempted to deposit a large amount of 22 dollars bills including other dollar denominations. I enter my card at the ATM (roughing number #3******** Account # 1*************) and put the dollar bills in the machine. I first look and the ATM displayed the machine can take up to 50 bills at one time. So I preceded to make my deposit. Once I enter my money the machine displayed take your money and the ATM went in to a winding noise. Only 2 2 dollar bills came out. So I attempted to cancel the transact but the machine wouldn't return my card nor the money. It kept both of them. I called the 1-800 customer support number and filled a voice mail complaint. Not knowing if it was recorded I went into the branch office to file a complainant. The CSR toot took my complaint as rather rude. So she said it will take 7 to 10 business days to give a provisional credit. I said now I have to wait that long to get my money, So a few weeks after I closed my account I got a letter from Valley Strong Credit Union stating the claim was reopened and I owe them $117.
  I don't agree with this because I put under the 50 dollar bill maximum deposit of bills. And h machine took my money and didn't give it back. Nor did the back want to credit my account my money I put in the bank "in good faith". So basically someone stold my money and the bank doesn't want to admit fault.

  Business Response

  Date: 02/28/2023

  Re: Compliant # 1*******
  
  J*** ******
  
   
  
  B****** *******, our Marketing President of San Joaquin and Solano County, called the Member direct. However, the Member hung up on her.
  
  She tried calling him again, but the Member wouldn’t answer his phone, so she left a message, letting him know that she was calling to try to help him and responding to his BBB complaint. Bridget may be reached at the number below.  She also has emailed him and mailed the following letter.
  
  B****** *******
  
  Market President of San Joaquin and Solano County | **** ******
  
  Phone: ************ | ************
  

• Initial Complaint

  Date:11/23/2022

  Type:Customer Service 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.

  Purchase from November 16th went through and took out the money and showed on my bank statement, now all of a sudden that transaction for November 16th disappeared and is showing a transaction for November 22 and took another $9.99 out of my account but when i bring this matter up to valley strong they treat their customers or “members” like they are ****** and dont know what they are talking about i monitor my account 24/7 and know how the banking system works, valley strong will deny this accusation and say it was pending when it was not it successfully went through the day of the purchase, they are committing boarder line fraud stealing from the members and its always small transactions, this is the second time this has happened in the past 60 days/ 2months and they deny it, in the attached photos it shows the transaction disappeared from the November 16th purchase date and it is no longer there but now shows up as November 22 transaction, like I stated above the transaction went through on the 16th and took the money out that day now that statement disappeared and they took another $9.99 out and put the transaction as November 22nd that is border line fraud I did not consent to the $9.99 being taken out twice only once.

  Business Response

  Date: 11/28/2022

  I apologize, I have been out of the office and just received the original and 2nd Request of this Complaint. It was in our mail filter. 

  I will be back in the office tomorrow, and will forward this to the appropriate department for resolution.

  
  

  Sincerely,

  Shelli 

  Business Response

  Date: 12/01/2022

  We have contacted the Member by phone.  

  
  
  

  Mr. *******,

  
  
  

  Thank you for
  taking time to take my phone call and discuss this complaint. 

  Per our conversation, when a transaction is authorized, we will get notified and
  the amount of the authorization will be held on your account for 3-days. After that 3-days, we release the funds since most merchants will collect in
  that time frame. Although most do, some do not, so a transaction may be held
  for authorization, released, then debited from the account at a later date when
  the merchant sends in the settlement. 

  Validation was done in the Visa system
  that there was one settlement for $9.99. We also confirmed this debited your
  account once, so a dispute is not necessary. 

  I have shared my contact
  information with you so if you have any further questions, concerns, or issues
  you may contact me directly for assistance.

  
  
  

   

  
  
  

  Thank you,

  
  
  

   

  
  
  

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

  
  
  

  Director of
  Operations

  ###-###-####

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service 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 called numerous times to close my valley strong credit union savings account but every single time i call they tell me the same thing, that in order to close the account first the Upgrade line of credit has to be paid in full and closed which it’s has been months already since it’s been paid and have requested to have the account closed. I also submitted a complaint with upgrade because at this point I really don’t know which company is lying to me or basically harassing me. I will also upload proof that this upgrade line of credit is paid and closed.

  Business Response

  Date: 09/29/2022

  Good Afternoon,

  
  

  SVP/CLO, ***** *****, contacted Upgrade to verify that the line of credit had been closed as the Loan Close Date had not be entered on the system, therefore Valley Strong was unable to verify that the line of credit had been closed by Upgrade. Date of closure was 02/24/2022.

  Valley Strong has entered this information and per the Members request, the the Members Share Account has been closed on September 29, 2022.  

  Any funds will be mailed to the address on file on Yellow Pine Street. 

  We apologize for the inconvenience this has cause our Member and appreciate bringing this to our attention. 

  
  

  Sincerely,

  Valley Strong Credit Union

  
  

  Customer Answer

  Date: 10/08/2022

   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.

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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 filed a dispute April 2022 with my bank Valley Strong credit union located on Coffee rd. *********** *** for unrecognized an unauthorized transaction against which I believe to be CashApp. Valley Strong credit my account for most the transactions totalling around $2400. I received a statement at the beginning of August stating Valley Strong is not gonna honor my claim against cashapp an the unauthorized transactions made from my account. CashApp stated they find evidence that authorization was made by myself. Never has one authorization been made on my behalf nor has any authorization been given on my behalf for others. Valley strong has denied all options to resolve this issue. I was denied documents that has helped Valley Strong reach there decision.. I informed valley strong that I have came across some info of two Cashapp users when I typed my number when signing onto cashApp. I was tooled by the bank that, " I should of provided that info when filing my dispute an is to late. My only source of income is a fixed income from SSDI. As a single parent with a small child, I depend on this as means to financially provide. All finances going into my account with valley strong are being taken. I'm seeking desperately for help in resolving this issue. Thanking you in advance for your time* *********

  Business Response

  Date: 08/09/2022

  The Member
  filed a dispute for Cash App debits to her account. When we reached out to Cash
  App, they did provide documentation that the charges were connected to a Cash
  App account with a matching name, email, and phone number of our Member. 
  The documentation that Cash App provided is difficult to read; however, you can
  zoom in to make out the important information such as the account holder information.
  When transactions occur through their Cash App, the dispute is with Cash App
  since her application was hacked, not the Members card number.  The Member
  contacted us after the dispute was denied and provisional credit was
  reversed.  The Member stated that Cash App pulled the funds back and the
  individuals that got the funds were calling her wanting their money back. 
  

  
  
  

  From our
  prior experience, Cash App does not release other user’s phone numbers, just
  their usernames.  The Member did request documentation on 8/1 for the
  denial. The Contact Center Officer assisting the Member, initially did not
  think they could provide this type of information, but then confirmed we could
  provide it to the Member, and ultimately emailed the documentation to the
  Member after confirming the Member was ok with getting it emailed. 

  
  
  

  The
  documentation we received reflects the transactions were conducted on a Cash
  App account that the Member uses; therefore, the Member would need to dispute
  the charges directly with Cash App. Per the Member’s approval, the
  documentation was provided via email.

  If the Member would like more copies of the documentation, please have her reach out to:

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

  Director of Operations

  ###-###-#### 

  Thank you

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:
  
  
  I've reached out to cash app numerous of times before I even pursued this issue with my bank Valley Strong.  Cash app customer service informed me that I need to contact my bank since they are the ones allowing transactions to happen with my account. The only information Cashapp is able to provide is a cashapp acct that's been opened with my name an number ect; which is your general basic info. Both Cash app an Valley Strong are not trying to help resolve this issue. I'm being shoved off while being informed to contact someone else whom can help me. So I contacted you fine folks. (BBB) At this point as if now, Im sending this rejection back and leaving this matter in your hands. Also, do you suggest I file another complaint towards Cashapp? 

  Business Response

  Date: 08/18/2022

  Dear Member,

  
  
  

   

  
  
  

  Thank you for taking time
  to discuss this matter with me today.  To
  summarize our conversation, upon filing a dispute on your Valley Strong account
  we began the investigation process. 
  During our investigation, we had to provide provisional, or temporary, credit
  to the account according to regulated timeframes.  Upon completion of our investigation, it was
  determined that the debits were made from the CashApp account associated with
  your name and information. Due to this, it was determined the error did not
  occur with your Valley Strong account, but with your CashApp account. The
  provisional credit was removed after notification was sent to you regarding the
  dispute decision and timing of the provisional credit reversal. Documentation
  supporting this decision was provided to you via email for your records.

  
  
  

  According to Regulation E, financial
  institutions include providers of P2P payment and bill payment services, if
  they directly or indirectly hold an account belonging to a consumer (12 CFR
  1005.2(i)). An entity that is considered a financial institution under
  Regulation E has error resolution obligations in the event a consumer notifies
  the financial institution of an error on their account. In this circumstance,
  CashApp is considered a financial institution and is under obligation to
  complete an investigation and provide the outcome of the investigation to the consumer,
  you. If you would like more information no Regulation E, you can find
  information and frequently asked questions (FAQs) on the Consumer Financial
  Protection Bureau (CFPB) website.

  
  
  

    

  
  
  

  Thank you,

  
  
  

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

  
  
  

  Director of Operations

  
  
  

  Valley Strong Credit Union

  (Letter is Attached)

  Customer Answer

  Date: 08/19/2022

   Better Business Bureau:
  
  
  Issue is resolved by bank, not CashApp! I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.