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December 2023 by Wendy U.
3 cheers for James Teaney! He was SO patient, kind and helpful as I was trying to assist a family member with their banking needs and my own as well. He helped navigate a complex issue I had been trying to resolve for days. THANK YOU James and Provident!
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December 2023 by Debbie N.
Unlike many telephone service transactions, I was given exceptional service from James Teaney. Within minutes James was able to open a new Money Market account for me. He took extra steps to get the approval needed for my promotional interest rate. I am truly grateful to James who was not only helpful but also very professional and kind. I have been with Provident Credit Union for over 20 years and strongly recommend this financial institution for all your banking needs.
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September 2023 by Shannon J.
I originally had some issues with Provident - challenges with setting up a new account, challenges with my debit card, etc. I was very frustrated and was about to move my money elsewhere when I gave Provident one more shot. I had found out that there was a local branch in Belmont!! I was very pleased and I went into the branch and asked to speak with the Branch Manager. That day Palvinder had the luck of being there to receive my irritation - She immediately connected with me, empathized and understood my frustration and said she would do everything she could to rectify the situation. Needless to say I left the branch with much doubt. Palvinder followed up with me over the next couple of days to make sure that the situation was resolved. About a week ago I decided I wanted to make some changes to my accounts, and I immediately went into the branch and talked with Palvinder, to make sure it was done correctly. This is soo refreshing!! In an age where no one wants to talk to you on the phone, let alone meet with you in person, and office hours are inconvenient or not available, to have a Real Person as wonderful and caring as Palvinder and real people, her team, available and happy to help!! I'm so happy to have the opportunity to have a relationship with an actual person at my bank!! I highly recommend it! It will be one of the best decisions you make!
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July 2023 by CC M.
It's very perplexing to deal with a credit union who seems to go out of their way not to grant members a credit limit increase, even with zero balance on their visa card, very good credit rating and no lates. Seems more like a tight commercial lender than credit union. As a result, I understood I needed to do business elsewhere so I did and got a credit increase at the limit requested with another card. Go figure.
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June 2023 by Hongnian G.
I am a resident moving from RI state to CA state. I got a referal from my landlord to create an account in Provident CU. They gave me a wonderful service when I was very new in CA state. I must say their service is the best I ever have. My feeling and experience in their office are much better than that in many big banks. For example, every time I called them, my questions or issues can always be answered or resolved in the first time. When I lost my computer which contains my all financial information, they helped me step by step to recover my account even I have very limited information. They are very patience, professional, friendly, and knowledgeable. It is the best community bank who really helps his customers.
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June 2023 by Devan L.
What can I say that hasn't been said before. - Blocked card for no reason - They don't approve you for anything even though you meet the criteria - Extra overdraft fees when the money is actually in your bank account - Horrible customer service - They give you the run around whenever you have an issue with anything just to get "I'm sorry we can help you any further" - Provident is literally a bank with "Credit Union" attached to it I'm currently moving my direct deposits over to another bank so I can close my account with Provident. Good luck banking with them
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May 2023 by Brandon J.
Have reached out to John H. as soon as he replied to my original review. Have also reached out to other members of the management team, haven't received a response from anyone. Have provided additional proof to the fraud department showing the transactions were indeed fraudulent. I'm only being told they will "investigate" further. Very unhappy with this ongoing experience. Will update further as needed.
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May 2023 by R W.
No further details of our experience will be necessary because a very detailed email containing all previous communication exchanges with Provident had been fully forwarded to you, John H. in the very beginning initially; plus additional follow-up voice mails also left with you personally but sadly there's absolute NO response from you nor Provident. You could have easily responded to further discuss our concerns if you had intended to earlier. Like mentioned, we used to be really fond of Provident until now.
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May 2023 by Brandon Jimenez
April 22nd, 2023 : Was a victim of fraudulent debit card transactions totaling up to more than $5,000. 4 separate transactions from the same vendor for the same amount of $1259. Provident credit card was also charged twice (same merchant and amounts), but the credit card declined due to the system flagging them as suspicious. Debit card transactions went through and the money was taken out of my account. They show as being authenticated via Chip but the merchant shows as being out of the country (Chile). Reported transactions to Provident Credit Union immediately and requested to pick up a new debit card that same day in a branch. Picked up card and was told fraud would be investigated and would be issued refund.Never received a credit for the money.Filed a police report.I have been consistently calling and staying in contact with the fraud department and card member services to reiterate my situation and get any claim updates. Have offered evidence showing I was here locally (not out of the country) and did not authorize these transactions. Was given the go around of not needing that and that the claim would be resolved soon.May 18th, 2023: Received letter stating my fraud claim was closed and that I would be liable for the $5,000+ taken out of my account due to the determination I authenticated these transactions.I have a baby on the way and this puts a huge financial strain on my family. The debit card used was on my person at all times and they saw I picked up the new debit card in the Palo Alto branch WITHIN 2 HOURS of the fraudulent charges being made. How could I have been out of the country in Chile and travelled there within that time frame. I don’t know what kind of technology was used to make the transactions appear as in person but they were obviously not authorized by me.Have been a loyal member for years and have used various provident loan services, can no longer recommend them due to the way they have handled my case. I am in the process of filing a dispute but was told directly by the card services agent it would be near impossible to dispute.
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March 2023 by Stephanie B.
I have been a member of Provident for over 10 years and have consistently experienced excellent service with the multiple services that they offer. James T. is such an example. He is personable, knowledgeable, and listens well. I highly recommend Provident and commend the folks who work there for excellent service.
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March 2023 by Christy G.
Shout out to James for helping me solve a vexing problem. I have been a customer of Provident Credit Union for over a decade now, most often with very satisfactory results, but every now and then I have needed extra help. He did a great job defusing my frustration and efficiently helping me manage my accounts.
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March 2023 by Alex A.
Been a member for years but today I finally received enough bad customer service that I have to pull out my money from my accounts. My check got to the DMV got bounced for no reason yet I also can get charged for overdraft at rate of 140% even though I have money in my other accounts. Called customer service and got told nothing they could do. This is just a bank with a credit union name on it
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February 2023 by Robert C.
I cannot express this enough:Not worth your time, money, or sanity.Poor follow through, lack of organization, extremely rude customer service, and lacking middle level management to oversee their movements, etc.I highly recommend that upper management takes a closer look at their employees practices and conduct monthly NPS surveys with their members. Eric the phone rep is extremely crass and rude, if you are a current member and he answers the phone, best to ask for someone else or call again later. He has a tendency to not speak like customer service rep, and instead like an angry stranger you are asking for directions from on the side of the road. Wire transfers are insanely slow and not managed well, if you have a critical service that requires a wire, go some where else, ANYWHERE ELSE!Otherwise your project will undoubtedly fall behind and you'll be left calling to only leave a voicemail. Better to spend 3 times as much on a fee elsewhere even if you are a member to ensure the job gets done.If management can clean up the middle to consumer side, and keep it polished in the future, then there may be something here.Otherwise, if you see less than 3 stars on this place across reviews, you have an idea why.
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February 2023 by Virginia Leskowski
Provident credited me for the money I lost when I could not book the flight that they tagged as a fraudulent purchase. They were very nice. They have not responded when I asked them about how they were planning on repairing their broken fraud detection service, though. I hope that it will be better now, not sure.
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January 2023 by Virginia A Leskowski
Fraud detection at Provident is very poorly run. I have had accounts with Provident for about 15 years or more. In the past 6 months, I have had my debit and credit cards frozen for suspected fraud about 5 different times. To get them unfrozen took me in hours long hellish loops on the phone. Once in October the cards were frozen several times in a row, one time putting me in danger as I could not get an Uber. As I write this, I still cannot access my money via my credit or debit card from yesterday's freeze. Each rep would tell me that the cards were clear and each time the payments were rejected. I do not recommend Provident any more and will be looking for a new reliable credit union. Sad, because the people in the branches are really nice. Fraud detection is broken.
