Complaints

• Initial Complaint

  10/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi my name is ****** *****, I am customer with ********************** for more than 20 years and I maybe was one of the first customer came to your Turlock branch after ground opening and open an account with you, unfortunately now you guys did something which every second I wish to never do that again and fine away to just leave you as soon as I can. On my credit card I spend $4000 dollars which purty soon with charges and fees came up to $6000. I decide to transfer that to better bank which is ********* I try that 4 times and every time I was get charge $300 transfer fee and ********* was taking two weeks to clear that and finally, they said the other bank reject it, to order do that they need my card number only and I contact Valley First bank they told me we never reject that and also never received. I was calling back and forth talking to both banks until the last transfer I made I notice that shows transfer going to *************, I called and spoke to valley first **** and Miss ***** and she said I will call to credit ***** and contact you in 24 hours which she never did I contact back talk to another lady she said" I saw her comment on our system and me or her will give you a call in 24 hours". BIG Lie Never happens. From other side as I was trying to transfer my current balance to my ********** I wasn't making any payment because moving it out and what my lovely bank did to me after 20 years... Report me to the credit bureau and damage my credit for -65 and even the valley first **** told me I will comment here to don't report you again because is our fault we used to be with fidelity bank, but we are not now and there are other customers complaining about same issue as you did again valley first report me for late payment. Now I fill the valley first holding me in hostage and blocking my way to move my account out and keep charging me over and over which you cannot doing this by law and every customer must be free to leave the bank any time they want.

  Business response

  10/22/2024

  Dear Mr. ******
  
  Thank you for bringing your concerns to our attention. We understand the frustration youve experienced with the attempted balance transfer from your Valley First Credit Card to your ********* card.
  
  We have reviewed your case, and the issue seems to stem from ********* using incorrect billing information for Valley First Credit Union in their online platform. Please note that Valley First has not received a payment from ********* on your behalf, nor have we rejected any payments.Additionally, the fees you referenced in your letter are balance transfer fees charged by ********** as disclosed in their terms, and are not charges from Valley First.
  
  Its important to remember that, as with all credit card companies, cardholders are advised to continue making payments on their existing accounts until the balance transfer is successfully completed. Because of missed payments, Valley First charged late fees and, after several missed payments, began reporting the account as delinquent to the credit reporting agencies. Until the transfer is completed, we recommend continuing to make the minimum monthly payments to avoid further issues.
  
  To clarify, Valley First previously used **************************** (FIS) for credit card processing but transitioned to a different provider in early 2022. Valley First has never had a relationship with ************** which may have been part of the confusion.
  
  As a courtesy, we have reversed the late payment fees for August and September. Until the issue with the ******** online portal is corrected you may have the option to request balance transfer checks. These checks would be issued by ******** and provided to Valley First to transfer the balance.  Please feel free to reach out if you have further questions or need assistance with resolving this matter.
  
  Thank you for your continued membership, and we are here to help resolve this issue as smoothly as possible.

  Customer response

  10/22/2024

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 17th, I went down to the Valley First credit union in ********, **. To fill out a form for a new debit card. The teller told me that they were going to mail off my form THAT DAY. And to wait 7-10 business days for my new card to arrive in the mail. She was looking at my home address, and asked if I lived on *********, I replied No she asked for my current home address, and proceeded to PRETEND to type it in, as I was giving it to her. June26th, (9 days later) my card still hasnt arrived. So. I went back down. Only to be told, that instead of them mailing off my form on June 17th, like they were supposed too, they mailed it off on the 20th. And that Id get my new card July1st or July2cond. It is now July 3rd, and my debit card hasnt arrived, Ive been waiting since June17th. I went on my online banking, and realized they never changed my home address, they left it to my old one. *****, the pretending I mentioned above. Ive sent them a message in the online banking message section, and got no response. Im tired of all the head games, and want my debit card that Ive been waiting for since June 17th.

  Business response

  07/09/2024

  We are writing in response to the customer complaint ID ******** filed with the BBB. After conducting a thorough review of our records, we have found no evidence that the individual named in the complaint has ever been a member of Valley First Credit Union. Our Credit Union is based in ********** and does not any branches in ************. This complaint has likely been directed to the wrong financial instituition. 

  If you need any further information or assistance in resolving this matter, please do not hesitate to contact us. We are committed to maintaining the highest standards of customer service and transparency.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see letter in attachment.

  Business response

  03/08/2024

  We appreciate the opportunity to address the recent denial of a member's credit card dispute of $1,034.60 authorized on August 19, 2023.  As outlined in the letter, on December 7, 2023, Valley First Credit Union was unable to approve the claim due to the member's requirement,outlined under Regulation Z, ******* (b)(1),  to notify the Credit Union no later than 60 days after the first statement that reflects the alleged billing error.  Due to the Credit Union not receiving notification of such a billing error, there would be no reason for us to believe that this transaction was not authorized by the member. 

  Valley First Credit Union prioritizes the security and satisfaction of our members, and we take any concerns regarding unauthorized transactions seriously.  When a transaction is deemed fraudulent the Credit Union deploys various methods to engage the member for confirmation, such as SMS, voice, and email alerts.  It's important to acknowledge that while we employ sophisticated fraud detection tools, no system can entirely prevent all fraudulent transactions from occurring.
  
  We believe that our proactive approach to fraud prevention underscores our commitment to safeguarding our member's financial assets. While we regret any inconvenience experienced by the member, we remain dedicated to ensuring the continued trust and satisfaction of all our members.
  
  Additionally, regarding the $250.00 payment, the payment was credited on February 23, 2024, with an effective date of December 5, 2023. The finance charge was reversed on January 22, 2023, and the late fee was reversed on February 26, 2024.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to contact us if further information or assistance is required.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am deeply troubled by the unauthorized sharing of my nonpublic information with credit bureaus, resulting in inaccuracies on my credit report. This violates my privacy rights under 15 USC **** Section 602 and contradicts 15 USC **** Section 604 A Section 2 regarding the need for my written consent.The inaccurate reporting, especially in regard to payment history, breaches 15 USC **** B, causing significant financial and emotional distress. I request immediate rectification of these errors and a prompt resolution plan. Please address this matter urgently and rectify the inaccuracies associated with 410459100007****Despite multiple attempts to resolve this issue with both the data furnisher and the credit bureau, proper protocol and procedure have been ignored in the requests for removal of inaccurate and fraudulent information. The burden of proof to deny my request has not been met, despite submitting multiple FTC reports, signed witness statements, and affidavits.I have provided sufficient information to prove my identity, and any request for more sensitive identifying information, considering my identity theft victim status, could contribute to further misuse. Continuation of denial infringes upon my federally protected rights under the ***** Fair Credit Billing Act, Truth in Lending Act, and Equal Credit Opportunity Act.Due to repeated denials without tangible proof or a sworn affidavit from the credit bureau, asserting legal proof that the items were not from identity theft, these items should be removed immediately, complying with the 5-day mandate of Federal Law.

  Business response

  02/02/2024

  Subject: Resolution on Your Credit Report Inquiry
  
  ***********************************
  
  I hope this message finds you well. Thank you for bringing up concerns about the accuracy of your credit report and the handling of your nonpublic information.
  
  After a thorough review, including your account history and provided details, we confirm that our reporting to credit bureaus aligns with industry standards and legal requirements. We are committed to protecting our members'privacy and maintaining accurate records.
  
  While we understand your concerns, our internal investigation did not uncover any discrepancies or violations of the mentioned statutes. Therefore,we will not be making any changes to your credit file based on our findings.
  
  If we can be of further assistance, please do not hesitate to reach out to us directly.
  
  Sincerely,
  
  
  *************************
  Chief Risk Officer
  Valley First CU

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was going through some hard time and put in a Hardship packet to lower my payments for a couple months. It went through just fine. I needed to put in another hardship packet and initially I was told I dont need any further documentation, that what I had can be resubmitted. A couple months later I get an email relaying to contact the loan department. I was then told that I needed to physically send in a whole new packet, due to the sensitive information. I mailed it out. A couple more months later I get an email stating to contact the loan department. I did and was told I needed to submit a new packet. This went back and forth for another month or so. I submitted the packet and was told they never received it when it was in the same exact thread weve been communicating on.This is holding me back from recovering my credit due to my hardship. It is very inconvenient and I would just like for my payments to be fixed so I may pay, catch up, and start building my credit again. Please help.I have proof in my emails relaying our communication if validity is required.

  Business response

  04/17/2023

  Dear ******************,

  Our apologies for not responding to your complaint sooner.  We have looked into the complaint.  We received a full packet from you on April 13th and are in the process of reviewing your request.  We believe we can assist you and the Director of Collections, ******************************* will reach out to you tomorrow (4/18/23).

   

  Kind regards, 

  *************************, CRO

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 19, 2022 I purchased an item off of Instagram for my truck. It was a seat for my truck and I paid the guy on Instagram $400 for shipping and the item total. He then asked me for my information so he could ship it out. Then he told me to check my email for shipping and the email said that the shipping company needs a $500 refundable deposit for shipping insurance. So I sent that and then a couple days later I found out from the shipping company through my email that they also needed a $680 refundable customs fee . Then I try to get the guy off Instagram to pay the fee but he refused and said he can only do $280 of it. So I showed him that I paid my $400 and I was waiting for him to pay his 280 to the shipping company. He told me he couldnt pay it so when I went to go pay for it my Apple Pay wasnt working so I asked the shipping company to send me their cash app name. When they sent me the Cash App name I realized it was a scam because of the shipping company and the seller off of the Instagram had the same cash app name . It was then I realized I got scammed so I placed a complaint with my bank and my bank said that they would refund me the money within 8 to 10 business days after a week went by I contacted my bank and they said they couldnt replace my funds and I called cash app and Apple Pay they also said they couldnt replace my funds. I just recently placed a police report and the police report number is TP22004939.

  Business response

  08/23/2022

  My name is *************************** and I am the Director of Compliance for Valley First Credit Union. I want to apologize for my untimely response, as there was some confusion about the updated email contact for our organization. 

  We are very sorry this happened to our member and we share ********************** frustration with the scammers that are always trying new methods to take advantage of people.  Upon receipt of this complaint a quality review was performed.  It included the initial investigation and the evidence that was provided.  Regretfully, the initial investigation and the quality review resulted in the determination that these were authorized transactions. It was determined that the member willingly participated in the transactions, authorized them, and provided his card information to the individual. 

  Cash App and Apple cash are peer-to-peer money transfer services which do not include buyer protection. The items that ****************** submitted demonstrated that these were authorized transfers and under current law there is no legal way to retrieve the funds.  We have sent ****************** a letter via **** advising him of this as well as information from the Cash App websites recommending that safe and secure practices be utilized when using their services.  App to App payments are instant, and cant be canceled.  Cash App websites, as well as Consumer Protection organizations make the following recommendations when using peer to peer money transfer services:

  Only send payments to people who you trust.
  Verify and double-check all recipient information before sending any payment to confirm you are sending money to the correct person.
  Check the other person's profile to help determine if it is the correct person.

  Again, we are truly sorry that ****************** was victim of this scam, but we must all be vigilant and security minded when we are dealing with the anonymity of on-line purchases.  If you have additional questions pertaining to this situation, please contact me toll free at ************************. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello we received a refund for 5 months worth of insurance ($65/month). There was a total of 15 months that we paid for insurance. We insured our truck right the next day after purchasing it. We want to be refunded for the remaining months as it was not necessary to charge us as we were insured and have proof of that. Total of $650 should be refunded to our account. 10 months at $65 per month.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. CREDIT FIRST N A bal. $3,054.00 Acct # *********

  Business response

  03/08/2022

  Good Morning,

  Please note that this complaint is not addressed to Valley First Credit Union but rather Credit First, N.A.  As an abundance of caution we researched all of Valley First's member records, current and previous and with all variations of the name and this individual is not now and never has been a member of our credit Union. Please let me know if you have any further questions or concerns.

  Georgee Brazil, CAMS
  Director of Compliance
  Office ***********************
  Cell **************
  ******************************************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "I have sent different ensured mail letters referencing underwriting and the technique for how they upheld different wicked and perilous things on my credit report and have not gotten back anything in more than 35 days for these records that are plainly off track and fake records. This credit manager is pardoning the law and exploiting me and this has caused a critical burden on my life. The latest guaranteed letter I sent was 12/21/2022. I have added the *** I recorded which conveyed off them.I DEMAND that everything is killed and in the event that the move isn't made I will *** in little cases court in my city and the affiliation should come and address themselves."

  Business response

  03/11/2022

  Good Morning'

  Upon review of Valley First Credit Union's member records, current and previous and with all variations of the name and this individual is not now and never has been a member of our credit Union. Please let me know if you have any further questions or concerns.
  

   

  Georgee Brazil, CAMS
  Director of ********************* ***********************
  Cell **************
  ******************************************************

*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. ↩