Belco Community Credit Union

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Per MrK [redacted] 's initial response, dated 12/20/16, to my complaint, MrK [redacted] stated the following: "On December 15th, [redacted] called Belco Community Credit Union at 12:PM EST and spoke to a Belco agent to follow up on not receiving his new [redacted] card As discussed in above paragraph, the member has not completed the request to complete an address change and return to Belco as discussed on December 2nd, 15:PM EST call." In MrK [redacted] 's 1/3/response to my rejection, Mr K [redacted] stated, "As per ** loan history member address change was made on 12/2/at 15:PM and the letter he attached was sent on 12/5/AFTER the address change was made." First MrK [redacted] claims that the address change I made on 12/2/never took place and then he claims that it did I am not sure what to make of his diametrically opposite statements to the Revdex.com Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

January 3, 2017Dear
*** ***:The information provided in the previous response
from Belco was correct. Belco referenced recorded and saved phone calls,
typed notes and payment history. On December 23, *** ***’s agreement was
corrected as an exception, ahead of
policy. Our policy is to wait until we receive monthly payments (*** ***’s payment was altered in December
after payments) at the agreed upon new lesser amount and process as an
internal extension (just for our info). The reason we do this is because
until the member starts making the “new
agreed upon regular payments” it is not official. We have members who
apply for CCCS payments, we agree then they never make payments and file
bankruptcy so we don’t alter until we receive these paymentsWe sign the agreed upon lesser amount with the
consumer credit counseling company as *** *** stated but did not alter his
payment until December, two (2) payments early as a courtesy to the
member. *** ***’s complaint to the Revdex.com is about his credit
card only not his signature loan he references in the initial complaint. In regards to his attached letter as proof of the
address we had was right all along. As per FM loan history member
address change was made on 12/2/at 15:PM and the letter he attached was
sent on 12/5/AFTER the address change was made. If you look at our response to *** ***’s complaint
from June of it had the incorrect address on it. Sincerely,Craig
K***Risk
Management Manager

We have mailed a letter to *** *** our response is below.May 23, 2016 *** *** * *** ** *** *** **Portland, Oregon *** Dear *** *** Thank you for your letter dated May 23rd, regarding your concerns the customer service you received and with the errors in
your payment processing starting on May 10th 2016. We will use the phone call recording with the employee you spoke to as a training tool to provide all members with the proper customer service on each and every contact we make Please allow this letter to represent written verification that your payments were posted from your Sand effective dated correctly to your Land Lloans with Belco. These payments did not include any late charges to your loans as they were effective dated to the date of your initial request. You are welcome to email ***@belco.org with any Risk Management collections department questions or concerns. Thank you for being a loyal Belco member. We appreciate hearing from you about any concerns you may have as that helps us to continue to improve our member service. Sincerely, Craig K***Risk Management ManagerBelco Community Credit Union

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** ** *** *** *** *** Harrisburg, PA *** *** ***, Thank you for allowing Belco Community Credit Union an opportunity to respond to your concernsAccording to your complaint, a payment to your insurance company was sent prior to the scheduled date, causing an overdraft
fee. Further a request to have it refunded was not granted At the time of this automatic payment withdraw to your insurance company, our system was not recognizing dates that the withdraw was to be made, and would therefore send the payment immediately upon request. Since this time, this has been correctedAll future requests for automatic payments will be paid on the date for which they are requested. When you spoke to a representative concerning the transaction, your account should have been further reviewed and escalated as a matter to be researched. We apologize that this was not done and can assure you that this has been addressed with the call center staffAll fees concerning this transaction have been refunded. This was done upon receipt of your complaint and upon further review, on March 2, We also apologize for the overall experience that you received during this interactionOur expectation is that all members receive a Gold Star Experience every time they interact with our employeesWe appreciate you taking the time to inform us of this situation Sincerely, BELCO COMMUNITY CREDIT UNION Heather C*** Vice President of Sales & Service

June 2, *** *** * *** *** ** *** *** *** ** Portland, Oregon *** Dear *** *** This letter is in response to your request for additional follow up to your concerns with the customer service you received from Belco Community Credit Union beginning on May 10th, 2016. I apologize for any mistreatment that you feel you received from the Risk Management agent you spoke to on May 17th. The Risk Management Agent you spoke to was not 100% sure of how long the error correction process takes to complete and did not want to give you incorrect information. The Agent should have called you back after you were disconnected to give you the information on how long the error correction process would take As stated in my May 23rd letter, I can confirm your payments posted to your *** and *** loans with an effective date of May 11th. Your *** platinum card currently has a balance. To close this card, you can contact our sales center at ###-###-#### or come in to any branch. You will need to request to have your credit limit removed on the credit card and get an official 10-day payoff figure sent to you so you have the correct amount to pay it off. Lastly, after payoff is posted, you may request in writing that Belco close out the credit card (*** loan number). In researching the email you submitted through our website dated May 17th it was not handled in a timely manner. This is an unfortunate error compounded by the above stated event during your phone conversations. Again, on behalf of Belco Community Credit Union I offer our apologies for the all-around customer service deficiencies you received concerning your inquiry about payments posting to your account properly. Sincerely, Craig K*** Risk Management Manager Belco Community Credit Union ***@belco.org

December 20, 2016Dear
*** ***:Thank
you for allowing Belco Community Credit Union an opportunity to respond to the
concerns shared by *** *** ***. On
December 2nd, *** *** called into the credit union at 15:PM
EST to tell us he received a call from *** stating his card
may have been compromised. He stated that the card has been deactivated
prior and he did not see any fraudulent charges during his review of his
transactions. He inquired if a new card
can or has been sent out to him. The Belco
agent asked to place him on hold to verify if a card was sent out to him. Upon discovering that a new card was not issued
to him she verified his address to send out a new *** Card in the mail due to
member not residing in Pennsylvania. At
this time, it was discovered that he verified the street number of his address
as *** *** *** *** and we had on file *** *** *** ***. During
this phone call, there was a second request made by *** *** about cancelling
his debt protection insurance that is on his loans It was explained to him that he must complete
a specific form and send back to us. The
agent offered to send out to him via email and he thanked her for helping as
the call was completed. At 15:PM EST
the agent called *** *** back to inform him that we do not have any record of
address change on file and would need him to complete the form located on our
website and return to us prior to
Belco sending out the new *** card. *** *** acknowledged the conversation and said he would complete this form as
requested. Both the inbound call from
*** *** at 15:PM EST and the outbound call to *** *** at 15:PM EST were
very cordial and completed with both parties acknowledging what was needed to
complete the process of sending *** *** a new *** Card. On
December 15th, *** *** called Belco Community Credit Union at
12:PM EST and spoke to a Belco agent to follow up on not receiving his new
*** card. As discussed in above
paragraph, the member has not completed the request to complete an address
change and return to Belco as discussed on December 2nd, 15:
PM EST call. At this time, the member
was informed that overnighting a new credit card was not available. Belco could send a new card to the member
which can take up to 7-business days to arrive. The agent attempted to explain to the member
that he had a small past due balance of $11.98, *** *** cut off the
conversation and said just forget everything and close his card account. On
December 15th, *** *** called Belco Community Credit Union a
second time at 13:PM EST and spoke to a Belco agent in our member services
center. *** *** called to inquire about
the fact that while viewing his account on money manager online system his ***
showed $was available to him but was explained how his minimum payment
is calculated which is 2% of the account balance OR a minimum payment of $10,
whichever is the greater amount. The
agent also explained that his last payment received shorted the total amount
due by $and the account was currently showing days past due which is
why no card transactions can be completed at that time. The agent also explained it also shows the
difference of his balance compared to the maximum credit limit amount of the
card, which is the $he was referencing.
At this time, *** *** informed the agent that he was never sent out a
new *** card as requested in his prior conversation with Belco. This refers back to the above paragraph from
member’s December 2nd, conversations where the Belco agent
informed him he needed to complete the address change form online prior to us
sending out the new *** card which would take to business days. December
16, *** *** was corresponding via email with Collections Supervisor who
was able to resolve his request to have funds transferred to his other credit
union to which he received a confirmation email that this was completed at
13:PM EST. Belco also confirmed in
this email correspondence that we had ordered a new card to be sent out to the
member as requested. All
of *** ***’s concerns stated in his Revdex.com filing were resolved
on Friday December 16th, and a new *** card was issued and sent
to him at his corrected address and will take to business days to arrive
at his home in Portland Oregon. Belco
believes that *** *** was treated with respect and that all his concerns were
handled in a timely manner and the delays were due to a verification of his
correct address information update request to the member. Belco apologizes for any part we played in
the confusion between *** *** and our institution during this process. We trust this responds to the concerns of Mr
Poe If other questions remain, please
feel free to contact me directly at ###-###-#### or *** extension ***.Sincerely,Craig
K***Risk
Management Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Per Mr. K[redacted]'s initial response, dated 12/20/16, to my complaint, Mr. K[redacted] stated the following:  "On December 15th, 2016 [redacted] called Belco Community Credit Union at 12:54 PM EST and spoke to a Belco agent to follow up on not receiving his new [redacted] card.  As discussed in above paragraph, the member has not completed the request to complete an address change and return to Belco as discussed on December 2nd, 2016 15:35 PM EST call."  In Mr. K[redacted]'s 1/3/17 response to my rejection, Mr K[redacted] stated, "As per ** loan history member address change was made on 12/2/16 at 15:39 PM and the letter he attached was sent on 12/5/16 AFTER the address change was made."  First Mr. K[redacted] claims that the address change I made on 12/2/16 never took place and then he claims that it did.  I am not sure what to make of his diametrically opposite statements to the Revdex.com.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have had multiple problems with this company. I was being offered multiple loan offers and re-finance options over a 6 month to 1 year period only when these affected my credit score for the worst. I truly believe this company only works for the best interest of THEM instead of the member. Even though they claim they're supportive of a member's requests, it's merely a fallacy and gimmick for them to obtain your trust. I've come to realize that they fool their Members into believing what they're offering is a tremendous deal. The interest rates are not that great. The overall score has diminished in the past few years in my mind. The representatives seem to be without full knowledge of loans and loan management. Underwriting is shady to say the least. I doubt any of those people are even certified financial analysts.
The company really needs an outside individual making a surprise visit to check in on the practices.

Review: A few months after of opening my Belco account, I decided to apply for a loan to consolidate my debts with one institution. This would allow me to manage my payments better, as well as lower some of the very high interest rates I was paying. I spoke to Christy in the Lancaster [redacted] branch, and she was incredibly helpful. She took the time necessary to discuss my needs, as well as make recommendations based on those needs. I received a voicemail message from her later in the day that I had applied for the loan, and she informed me that the loan officers were unable to approve my application; but that if I added a co-borrower to the loan application, it would be approved. After lining up a co-borrower, I contacted the loan department, and informed them that I had found a co-borrower, and that I would like to proceed with the loan. They took my information again, and processed a new loan application for me (which added a needless second hard credit inquiry to my credit report, negatively impacting my credit). They later called me back to tell me that my loan application had been denied. I informed them that I was told a co-borrower would allow my application to be approved, and they would still refused to do anything for me. I feel that I was deceived and led astray by the loan officers at Belco. It is completely unethical for them to tell me one thing (that I would be approve with a co-borrower), and then to do the complete opposite (to deny my application despite claims that I would be approved). Because of my disgust for the situation, I closed my account with Belco.Desired Settlement: I would like for my loan to be reconsidered by Belco, and for them to keep their word. I was assured that, with a co-borrower, I would be approved for my loan; and expect that promise to be kept.

Business

Response:

December 4, 2014Dear [redacted]:Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by [redacted]. According to your complaint to Belco Community Credit Union, [redacted] has some questions and concerns regarding a loan he applied for.[redacted] questioned why Belco “promised" him a loan if he added a co-borrower. I write this letter in an attempt to give you more information about these circumstances and address the questions and concerns of [redacted].On June 12, 2014 at 12:15 pm [redacted] applied for an unsecured loan to consolidate his credit cards and lower his monthly payment. [redacted] requested a loan amount of $10,000. Belco underwriter [redacted] reviewed the application and noted that [redacted]'s credit limits and income did not support the requested amount which was 7.5 times his gross income. Belco underwriter [redacted] added the stipulation that a qualified co-borrower or collateral would be needed to secure the loan.At 2:46 pm on June 12, 2014 teller [redacted] left a voice message for [redacted] regarding the decision and counter offer of either adding a qualified co-borrower or collateral to secure the loan.Since [redacted] did not contact Belco with a qualified co-borrower or collateral, on July 17, 2014 an Adverse Action Notice was sent detailing the reasons for the denial of the loan.On August 5, 2014 at 10:41 am teller [redacted] entered a second application, pulled credit current credit on [redacted] due to previous credit and application being greater than 30 days old. (Per policy, credit beyond 30 days cannot be used and current credit must be pulled). Teller quoted notes from original application, “member needs a qualified coborrower or collateral. Waiting for co-borrower to call and be added before sending to underwriting."On August 8, 2014 at 4:42 pm co-borrower called to be added to application. Underwriter [redacted] reviewed co-borrower credit and determined that the co-borrower had excessive unsecured obligations and credit limits. Therefore, the loan was denied because neither [redacted] nor the co-borrower qualified for the loan.On August 11, 2014 at 1:48 pm, teller [redacted] left a voice message for the member and on August 12, 2014 the member returned the call. He spoke with teller [redacted] and was informed of the denial of the loan. On August 14, 2014 an Adverse Action Notice was sent to [redacted] and the co-borrower informing them of the reasons for denial.Belco Community Credit Union does not verbally promise loans or services to anyone. Members and co-borrowers must qualify first for services or loans. Adverse Action notices are always sent detailing denials as a follow up to conversations with members.We trust this responds to the concerns of [redacted]. If you have other questions, please feel free to contact me directly at [redacted].Sincerely, BELCO COMMUNITY CREDIT UNIONPaulo ORegional Branch Manager Sales and Service

Review: I have an. Account set up with an alert that will alert me if it goes under 100.00. It has altered me many times and I have transfer money to make sure it is in good standing order. It never happen this time in fact it should of altered me each time it was under, so I would say at leader ten times! . So my account went delinquent without notification and was charged over 240.00 in fees. Know they did withdraw money from my saving since there was money in there. So the bad money withdrawn. Never got notification that it had overdrawn in the checking. And to top it off they have issues with even trying long on to the account so I can check my account. It has been a computer issues for me for months at a time calling to unlock the account because when I try to login it stays I have been lock out. So what kind of business it this. They are set up to steal from you with out your knowledge. There are times their system is down and you can't login at all.Desired Settlement: The refund for the fee, fizz thief computer system and show me proof of the alters each time by email that I never got.

They have away of stealing g from hard working people and they call them self a community.

Consumer

Response:

Revdex.com of Metro DC and Eastern PA