We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Credit Union

Pioneer Valley Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Pioneer Valley Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Pioneer Valley Federal Credit Union has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 into the local branch about a few overdraft fees that didn't seem right. The teller said there was nothing she could do. I asked her to close my personal checking account to avoid any additional fees. I paid the $128 even though I felt I shouldn't be responsible for the excessive fees. The teller then told me in order to close my personal account I would need to also close my business account. My business is an LLC with a partner so I was very confused as to what that account would have to do with my personal accounts. They were each opened years apart. Because of this red flag I immediately agreed to just close all accounts. She printed a check for the $50 that was left in the business account but put it in the company name. Now I try to cash the check which is drawn off of pvcu and they tell me I cannot cash the check without my partner present. How is it that I can close the account without my business partner but cannot cash the check without her? I'm also wondering why I needed to close all my accounts over one personal account that I no longer needed. I have reached out several times to speak to a manager and no one calls me back.

      Business Response

      Date: 01/08/2025

      Thank you for sharing your feedback with us. We're pleased we could resolve this matter with the member to their satisfaction. If you need any further assistance, please don't hesitate to reach out.

      Best regards,

      Pioneer Valley Credit Union 

    • Initial Complaint

      Date:08/08/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 08/09/2024

      Complaint: ********

      I am rejecting this response because: This did nothing for me. This response means nothing.

      Sincerely,

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

      Business Response

      Date: 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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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 Answer

      Date: 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

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      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 fees

      Business Response

      Date: 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 Answer

      Date: 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

      Date:06/20/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      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 today

      Business Response

      Date: 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 Answer

      Date: 06/21/2024

       
      Better Business Bureau:

      Message received from Consumer: Please remove complaint the issue was solved

    • Initial Complaint

      Date:10/20/2023

      Type:Billing Issues
      Status:
      Answered
      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 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 Answer

      Date: 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 Answer

      Date: 10/20/2023

      my desired result is to take off the late payment from my credit report

      Customer Answer

      Date: 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

      Date: 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

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 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

      Date: 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

    Pioneer Valley Federal Credit Union is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.