ValleyStar Credit Union Dabney Rd, Richmond

I joined Entrust Savings when I first went on the field as a foreign missionary in 2001. Entrust had personal service, people remembered who you were and where you were, never had an issue trying to get hold of someone when a situation arose when overseas. With ValleyStar - yeah, good luck even getting someone to answer a phone. Most times it's "try calling some other time, we are too busy for you now". This IS NOT GOOD when in a foreign country. I would NEVER recommend VS to anyone and if I can figure out a better option next time I'm stateside I will change my banking needs. I'm only giving them one star because they won't let me post with zero stars.

My parents were members of Entrust Federal Credit Union since the mid 90's. I learned all about saving money with my own savings account as a child. As an adult I loved Entrust and had a couple accounts with them, but since the merger with ValleyStar their quality has gone down. They couldn't get my wife's name right for a joint checking account, I've been locked out of my account multiple times for unknown reasons, they have make it nearly impossible to pay towards my credit card without having to spend a couple hours on the phone each time. I loved Entrust because they had amazing customer service and were a bank I could trust. I stayed with ValleyStar, hoping they would at least have decent online banking. We have already started moving our accounts to another bank, and of course the only one making the process difficult is ValleyStar. I would not recommend banking with them.

Before it was ValleyStar... this branch was AWESOME!! Since the take over ValleyStar has ruined everything about this Credit Union. For over 20 years Entrust served me and my family with great customer service, quick and friendly smile at every visit... Now it's all about waiting and delays, horrible customer service, all calls get routed away from this branch into a miserable, delayed, holding pattern forever!! I recently called about a car loan... I waited 15 min on hold, got transferred to someone that called me back AFTER I had already gotten the car and a loan elsewhere. Cannot wait to leave here.

We have had multiple accounts with Entrust Credit Union (since 1989) until it merged to become VALLEY STAR CREDIT UNION. The level of incompetence in communication and customer service is unrivaled. Their oversight of credit services Is even worse. I cancelled all accounts including a $20,000 line of credit today as I have more confidence burying my money in a can in the backyard than trusting it to these idiots. Caveat emptor should be hung above the door of every branch and emblazoned on the website.

I looked at my account today after not using this for sometime— I only get a small amount direct deposited each month to pay a couple bills—and saw that a) the account activity it was showing was completely nonsensical and showed fluctuations in my balance with 0 transactions to explain the fluctuations & b) I was randomly getting charged $35 ACH fees with no explanation and with plenty of money in the account to cover payments. Fairly certain that this credit union is not following appropriate procedures and as much as I would like to speak to someone about this sooner than later, the customer service is only available 9-5 m-f. Very aggravated. You shouldn’t feel like your banking institution is trying to pull a fast one on you.

Hasn't reported a loan payment to credit since October. I had more than enough to cover the payment in my savings, logged in to make the payment and saw the funds were already being transferred. The funds apparently stayed in the transfer state for an entire month causing my payment to be late. They didn't call me, they didn't send me a letter, and they reported a late payment when I had the money! Not to mention that they had my payment tied up for a month where I couldn't even access it because it was "transferring" as a loan payment! Disputed it with the credit bureaus and they refuted it even after I called in and explained the situation! I updated my address in the online portal and they still had my old address on file and were sending letters with confidential information to the wrong address. I was even told that they received a returned letter regarding the late payment (that was in the infinite transfer process....) AND THEY NEVER CALLED ME TO LET ME KNOW and even had the audacity to deny my dispute of the late payment with the credit bureaus! I'm starting a business and my credit now has this stain on it that they won't fix! I guess I'll have to file a complaint with the NCUA and the state attorney general.. My family served Entrust for years. I never had a problem with Entrust until Valley Star took over.

This is the WORST company I have EVER dealt with. They are the hardest people to get in contact with. You can call and leave messages for days in a row and they won’t return your call until days, or even weeks later at times. They keep adding almost $3,000 on to my auto loan because they claim I don’t have car insurance even though I have had my insurance company send them the information on it THREE TIMES. To top that off, they never tell me when I call every single month that there’s an issue with my account. I find out through freaking credit karma because it affects my credit!!!! UGH. My loan fell behind because I was splitting my payments up each month, paying one half one week and one half the next, and my loan fell behind because apparently I was not allowed to do that on the dates that I was, even though one of their employees TOLD ME IT WAS OKAY. I had been paying on my loan for 6 months and I had only had 3 months worth of payments showing to my account because of it and they were charging me a late fee EVERY MONTH AND NEVER TOLD ME!!! I HAD NO IDEA. GET IT TOGETHER VALLEYSTAR. DO NOT GO WITH VALLEYSTAR CREDIT UNION. SAVE YOURSELF THE HEADACHE. THEY ARE THE ABSOLUTE WORST. I WOULD GIVE ZERO STARS IF I COULD.

Customer service and online banking is the worst. I've been locked out of my account twice since Entrust switched to Valley Star. Second time I was locked out, I was told they closed my checking account. I can't find any local number to call someone. I was told to go into the branch. The branch is not convenient to my home and I don't want to go into the branch because of Covid.

Since the merger from Entrust to ValleyStar, I have had issues logging into my account online. I have had issues in reaching a Real Person to assist me with my Login Issues. As soon as I can re finance my Equity Line, I will and close all of my other accounts. This has been very painful and stressful without any concern of my well being. This company apparently does not care about people, only the $$$.

I'm writing under a pseudonym to keep my identity hidden. I've been a loyal customer for 30+ years and quite pleased with everything - until today. They have made it quite clear that their status as a Christian organization is for tax purposes only. I filed for Chapter 13 bankruptcy on February 20, and notified EFCU and gave them my attorney's contact information on several occasions. I was told then that they would notate my account and refrain from further collection actions on my EFCU credit card. No actions were taken in March. Last week I received a summons to appear in court in reference to said card. Today, they stole 90% of my checking account balance (after telling me they wouldn't; thank God I paid my electric and water bills 3 weeks early), leaving me with $46 to get by on for the next 2 weeks until my next Social Security Benefits payment arrives. They even called me today; I again informed them about my situation. The very polite representative said nothing about leaving my checking account looking like Hiroshima on August 6, 1945. I'm going through a rough financial situation right now, and this is how they treat me. They put on a Christian face, but underneath they're as uncaring and greedy as any secular organization. I've said before that when the chips are down, you learn quickly who your friends are. I've marked EFCU in the Not Friends side of ledger. As soon as Social Security gets my new banking information into their system, I'll be marking EFCU in the No Longer Doing Business With page.