Provident Credit Union

Emmy L

The worst customer service I have ever dealt with. Takes days, sometimes weeks to get a response on anything. My first red flag was in 2016 when they dinged my credit score by falsely reporting a late payment due to a glitch in their system they said was caused by swapping to a new payment system. That took months to resolve, but I stayed with them because I wanted to support a small local credit union after hearing how evil big banks were. Since then, they seem to constantly have weird technical glitches, including ones that caused overdraft fees. They would only reverse these fees caused by their technical errors after countless calls and wasted time. I am so glad I switched to Ally Bank where I can get help 24/7 or a response back to an online inquiry within a day. Peter Nieves shame on you for also lying about our communications when I have email proof.

Chad Stout

This is my clients bank, and she is beyond pissed at how inconvenient and rude these people have been. First check to cash, they wouldn’t do it at first, for 24 hours, and they need your social security number to cash a check from their bank. I was then guaranteed that I would not have this issue next time. Then the next check, took 30 minutes, and after the verification and all the hoops to jump through, I have the money in hand, and they tell me they can’t cash a check over $1500! The uneducated teller then begged me for the money back or she would lose her job. The begging didn’t have to happen, they would of got their money back. Yet again, their customer, and my client, now has to go to their bank and handle this situation themselves. The entire experience was beyond ridiculous, rude, and nothing but a waste of time that screwed up my entire work schedule that forced me to lose money, and Provident made it very clear that they could care less, they’re just happy I handed them MY money back.

Jeremy Lomax

WORST CUSTOMER SERVICE IN MY LIFE. IGNORED & DISRESPECTED. I wanted to relay the terrible customer experience my wife and I received today with the loan officer Fred from the Los Gatos branch. First, I left him a voicemail weeks ago to set up an appointment and my call was never returned. We decided to try again by making an appointment online. We arrived only to sit in the waiting area and listen to him chat with his co-worker in the office next door. When he walked into the waiting area, he greeted me and shook my hand and then turned around and completely ignored my wife. She was literally getting up to introduce herself and extend her hand and I got iced. Little did he know, the whole point of this appointment was to transfer HER company's assets to Provident and I was there to support HER (She's the CEO of the business we were trying to open an account for). What is this, Mad Men in the 1950's?!! Once he began reviewing our documents, it was clear he did not understand ANY procedures required to open a simple business account. Each paper was a mystery to him and he would reply with weird questions like "where does this company name come from?" LIKE WHY WOULD THAT EVEN MATTER?? He referred to the Provident checklist of required documentation, from which I had already prepared extra copies of all the necessary documents. His lack of familiarity with opening an account was glaringly obvious. I corrected him on several occasions regarding basic California business requirements (PS I am not in banking or finance). He seemed unsure on how to proceed, just staring at the documents and slowly typing on his computer ignoring us. The entire interaction was a mixture of awkward silence, inane questions, and pure bewilderment on his part. He then decided to get on the phone with a co-worker to ask some questions. He literally laughed and joked around about how strange our business was, insulting the very company my wife and I have built. It was a serious thing for us to be trusting all of our company assets into a new institution in a different state and this man is joking about its legitimacy under his breath IN FRONT OF US!?! How humiliating and effing unprofessional!!!!! How is this situation funny!? I was an eager, well prepared small business just seeking your professional help! In the end, he refused to open the account due to his unfamiliarity of one of the papers needed on the checklist. We asked him for next steps because he was sitting in silence, giving us zero direction. He reluctantly responded that he would "call Austin, TX" (??????) to try and research the documentation requirements. At this point it became clear he had no idea what he was doing. We felt unwelcomed, confused, and unworthy of his time. His attitude was like "yeahhh I'll handle it I guess" just to get us out of there. He said he would call me later that day after doing research and OF COURSE there has been NO communication. No phone call, no email, no follow up. A professional would at least call me with a status update or a "Hey I need more time to work on this". We told him many times we will get him what he needs ASAP, but HE DIDN'T EVEN KNOW WHAT HE NEEDED!! I have no idea where my account stands or whether he will ever contact us. We came in fully prepared with all of the necessary documentation based off Provident's own checklist. We even made extra copies for Fred to keep. How can we get turned away for missing documentation that Fred could not even describe or articulate himself? I was able to get an appointment with Wells Fargo three hours later. In contrast, a welcoming, competent gentlemen set up our business checking, credit line, payroll services, and online banking in under AN HOUR AND A HALF. I was hoping Provident would be our financial institution for all of our business banking needs due to the high reviews, but we walked out this morning furious, confused and disappointed. It's a sad day when a national bank gives me higher quality one-on-one white glove service than my local credit union.

Mannyn Toews

The branch itself has nice staff. They are always very friendly when I come in. In act this branch is the only reason that I still have an account with Provident. I have run into numerous problems with the customer service telephone line. Whether it's not calling back when they say they will resolve an issue or completely ignoring the situation and simply continuing to deliver experiences that make me ant to switch credit unions. I only stay because the staff at e actual branch go above d beyond.