ValleyStar Credit Union Dupont Rd, Martinsville

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  Josh H

  3

  You can't even get these people on the phone. There's no call back option, they just ask you to call them back at a later time or use the mobile app. Ever since Entrust merged with them, service has been abysmal. Update: after a few hours of trying to call, they did manage to pick up, and were able to help me with my issue. The people are nice and able to resolve your issue, but the wait times are still bad. If they could improve responsiveness, it would go a long way.

  Response from the owner

  Hi, Josh. We're sorry to hear that you're not satisfied. Please know that our contact center is answering calls as quickly as it can.

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  Allen Brooks

  1

  Have just recently become a client with Valley Star with an auto loan. Not happy to this point. The website is very limited and it does not allow you to make a payment from another bank to my loan. I have tried for the last 3 days to call in to make my payment, but auto attendant disconnects with no option to leave VM. I will be looking at ways to move my auto from here. Allen Brooks

  Response from the owner

  Hi, Allen. We're sorry to hear that you're dissatisfied. You can make a payment to your loan online at valleystar.org by selecting Bank > Digital Banking > "Pay My Loan" button that is in the header. LoanPay gives you the convenience of making one-time or recurring payments to personal and/or vehicle loans using a debit card, some credit cards and checking or savings accounts with another financial institution.

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  Will Sanders

  1

  When you can finally get a person, they're helpful. But this is my third or fourth time being on hold with them for 45 minutes or more and I've had enough.

  Response from the owner

  Hi, Will. We're sorry to hear that you're dissatisfied with our credit union. Please know that our contact center is experiencing high call volume and our team members are answering calls as quickly as they can. Thank you for your review and we hope to speak with you soon!

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  Laurie Erickson

  2

  I have been a member of Valley Star Credit Union for many years. I am disheartened to learn that this credit union has been debiting my account monthly for not having e-statements set up. I did not receive a notice about this new policy and it is incredibly disappointing to learn that my savings have been eaten up with imposed fees. I was able to reach a customer service representative who patiently tried to assist me with setting up an online account, but the system is not user friendly and I had trouble setting this up. Unfortunately we were disconnected and the problem was not resolved. At this point, I just want to close my account to avoid losing more money. I am hoping that I will be able to get some assistance with this as I don't want to continue to throw hard earned money out the window,

  Response from the owner

  Laurie, we apologize for the inconvenience you’ve experienced. We are working diligently to streamline our member experiences and understand your frustrations. We are happy that you could reconnect with a relationship specialist for assistance and hope to earn your trust back in the future.

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  Cassandra Corn

  1

  The contact center doesn't give a good or have an option to speak to a representative. Been trying for 2 days to contact them on the phone about an online issue and still haven't talked to anyone.

  Response from the owner

  Hi, Cassandra. We're sorry to hear that you're having trouble reaching us. Selecting option 5 when you call us at 800.475.6328 should put you on hold to speak with a representative. Please know that our contact center is experiencing high call volume and our team members are answering calls as quickly as they can. Thank you for your review and we hope to speak with you soon!

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  peggy newman

  1

  Been a customer for a few years now. Have several accounts with them. Made a large deposit and instead of verifying the funds and making them available, they hold your money for 7 days. Per their bank policy. When these funds are available I will be closing my account. And paying off the others. I will never deal with these people again. They are getting as bad as Bank of America.

  Response from the owner

  Peggy, we apologize for any inconvenience and appreciate your years of dedication and membership to the Credit Union. We would like to communicate with you regarding your specific issue. Please contact us at [email protected]. Again, thank you for your membership and we hope to serve your financial needs in the future.

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  Lx Bx

  3

  Valley Star Credit Union is an okay place if you need a mediocre bank account, but if you don't have good credit or you're on a fixed income I'd say keep it moving because their underwriting dept. is heartless.

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  Bill Iannone

  1

  I do not recommend this bank to anyone that wants to be treated as a human being, or even treated as if they want your buisness. They seem to be in a buisness to go out of buisness. My wife had an appointment to open a new account or 2 and they made it seem like they didn't want her money or buisness. They seemed to have an issue with our last name. They seemed to have an issue with her buisness she has here on our farm. She actually came home in tears. I have called all the management that I could today and have yet to hear back from any of them. Branch manager included. Run away from them. Don't put your money in there if you value your money or your dignity. REPREHENSIBLE ETHICS

  Response from the owner

  Hi Bill, we’re so sorry for your family’s experience. We are happy that our management team spoke with your wife to get down to the root issue. We look forward to working with you for years to come. Thank you for your feedback. It helps us make changes to serve all members better.

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  Chloe Palmer

  5

  I’d like the world to know Jordan and Kim always provide excellent customer service at the ValleyStar on DuPont Rd! I had an issue yesterday and Jordan couldn’t get the department I needed to answer but she went above and beyond and made sure the issue was rectified & she also followed up with me to make sure things were taken care of. Kim always goes above and beyond to break things down to me as if she’s my bank mom and I greatly appreciate the two of you ladies. Continue to be great and thanks for your awesome service!

  Response from the owner

  Hi Chloe, we are happy to hear that you have received 5-Star service from our Martinsville team. Our team works hard everyday to serve our members and we are glad your issue was resolved. We hope to continue to serve your financial needs with the same great service!

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  Karen Taylor

  1

  ValleyStar credit union started out as Piedmont and it was good ,changed to ValleyStar and it has been going down hill fast. I resided in Halifax County and had my accounts set up for my household bills, Last week I find from the streets , not from the Credit union, that they are closing the South Boston Branch . The nearest branch is now 45 mins away in another county, When I call to talk to someone I either have to wait a lifetime or leave a message and hope that they call me back. this is not good banking . very dissatisfied.

  Response from the owner

  Hi Karen, we apologize for your experience. We are working diligently to provide the best digital products and the highest quality service for all members. The South Boston branch was closed so that resources could be relocated to help our efforts. The ValleyStar team sent communication was sent to all members via U.S. Postal Service and email. Please contact us at [email protected] to ensure that we have up-to-date contact information on your account. Again, we sincerely apologize for the inconvenience and hope to serve all of your financial needs in the future.