Provident Credit Union (Corporate Office) - Redwood City, California

Robert D.

Customer service is less than 1 star. Nothing but problems with their online banking bill pay system. Phone agents don't know how to handle issues. Thank goodness there are better credit unions than Provident.

chris B.

Do you want great customer service? If so look somewhere else. I use Zelle to make a monthly payment and have it setup for recurring payments. Well one month I messed up and forgot to transfer money into the right account and had insufficient funds. My bad. Provident sent me a notification right away telling me that my account was put on hold and to email customer support in order to remedy it. I promptly emailed them and waited. No answer back. I emailed again 2 days later and still no response. I then forgot about it and lo and behold my zelle payment didn't go through again the next month. I then emailed their customer support again and still have not heard back. I'm seriously thinking about switching to another credit union.

Nick C.

I have worked with Fiel Umengan from Provident CU for close to a decade. He has supported me through multiple car purchases, refinances, and general questions regarding vehicle purchases / loans.
He is beyond professional, and has always worked diligently to secure funding quickly when I have needed it, at the best possible rate, which has easily made me a long term customer.
My experience paying for the loans themselves has always been smooth as well, including Provident's handling of DMV paperwork from purchase through the payoff process.

Virginia A. L.

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.

Brandon J.

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.

Bryan J.

I've had a generally positive experience with Provident, but there are some things that annoy me in dealing with them:

- The mobile app for Android just one day stopped saving credentials. Fingerprint scan doesn't work either. If you select that option, it simply does not work and requires you to put your user and password in every time. It's gotta be better than this.

- Traveling abroad and withdrawing money from an ATM results in foreign transaction fees.

- I've traveled to the same country multiple times in one year without any problems withdrawing money in the past. Then, all of a sudden on my sixth trip to the same country in one year they began freezing my card for suspicious activity. Fine, I get it and I appreciate them looking out for my security but what is annoying is that they continually keep blocking my card after I've called the fraud department several times to confirm the transactions. Sitting on hold for 20 minutes to wait to talk to a representative, then being told it'll be unlocked after we hang up and when I try it again it's still blocked. Called three times in one day, each time waiting 20 minutes and still having the same problem. Very annoying!!!!

Virginia L.

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.

Steven M. M.

Obtaining an auto loan with Provident was an excellent experience. Colleen assisted me through the entire process and she was thoroughly amazing in all aspects. She was detailed oriented, competent and very friendly, constantly offering to go above her call of duty. See, choosing an $85,000 pre-owned, very specific automobile is no easy task, but she offered to speak with sellers, both private and dealers, which I readily accepted. Colleen helped pave the way for easy buyer-seller negotiation and helped make the transaction super smooth. One vehicle seller was thoroughly impressed after speaking with Colleen, she decided to open an account at Provident herself. Colleen was such a wonderful person to deal with at Provident. Please don't change a thing. Major kudos to Provident for having a winner of an employee.