Bellco Credit Union

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 Sincerely, [redacted]

The member misunderstood the teller’s comments Once the member reported the alleged error, a case was opened The investigation may take up to days to investigate In the meantime, provisional credit was provided to the member in a timely manner and a letter was sent to the member detailing the actions taken on the account Once the investigation is complete, the provisional credit may be permanent, or the credit may be debited from the account.Thank you

Complaint: [redacted] I am rejecting this response because: I had to make multiple phone calls beginning October because the Dealership did not receive paperwork to cancel the service agreement, which I was told is an "automatic" process once a total loss has occurred The Bellco rep I spoke to during one of many calls even stated she did not know why this was not done So, blaming me as the loan holder for not making the payments is a "cop out" for not doing their due diligence Sincerely, [redacted] **- [redacted]

Complaint: [redacted] I am rejecting this response because: you have not provided any information as to how we can proceed and keep our vehicleYour agents have been less than professional regarding the issueSaying things like "ick" and "wow" while looking at our accountWe are aware that we are behind a payment but have never had such a hard time dealing with a bank before regarding an issue we've ever hadPart of the reason we are behind is because of our payment date which you refuse to hangs unless we visit a branch and the closest branch is in [redacted] and we live in [redacted] If you would like to discuss this issue further you can reach out to me via email Another thing to add is I am aware I am not on my husbands account which also is impossible to add myself to that as well Sincerely, [redacted]

Bellco has resolved this matter with the member as of February 27, The member was refunded the disputed amount and we confirmed credit wasn’t effectedWe ask our member to please contact us directly at 303-689-or 1-800-BELLCO-(235-5261), if he believes his credit report has been negatively affectedThank you

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 Sincerely, [redacted] ***

After conversations with our member, Bellco believes this matter is resolved and our member acknowledges the balance dueWe are unable to provide any specific account information in this forum due to privacy lawsOur Bellco representative, Nicole, is working directly with our memberPlease let us know if any further information is required.Thank you

In October 2014, our member set up a recurring electronic payment (i.e., ACH) in order to make payments on his loanThe payments were processed on or about the first day of each month Since that time, the payment arrangement continued to remain in effect until Bellco receives written notification of terminationThe following language is included on the form the member signed authorizing the recurring electronic payments from his account:“This authorization is to remain in effect until Bellco Credit Union receives written notification of terminationOnce an account is closed or a loan is paid off, it is the responsibility of the member to cancel the automatic loan paymentPlease retain a copy for your records.”On the date the member made the final payment (i.e., April 1, 2017), the ACH payment was already in processWhen the member made the final payment, he also closed his deposit accountsSince the final payment and ACH payment resulted in an overpayment to his loan (which occurred on April 3, due to the fact April 1, was a Saturday), Bellco had no place to refund the overpayment since the member closed all of his accounts The funds were placed into a holding account until Bellco could process the refundOn April 5, 2017, a check was mailed to our member at the address we have on file.If the check has not been received, we would ask that he contact Bellco so we can update his address, cancel the check, and issue a new check.Thank you

After researching the timeline of what occurred regarding the payoff of the member’s vehicle loan, Bellco has found that a loan payment in the amount of $was posted to the account on February 16, On that same day, Bellco also posted a loan payoff in the amount of $26, This payment and payoff resulted in an excess balance of $484.75, which was refunded to the memberOn February 22, 2016, the member made a stop payment on the loan payment that had been posted to the loan on February 16, 2016, and that payment was reversed in the systemBecause of this, the net payoff amount of $25,(i.e., the $26,payment minus the $that was refunded to the member) was reversed in the system and reapplied as a principal reduction After the payments were corrected, the loan had a remaining principal balance of $354.67, plus interest This remaining balance prompted the collection calls after we received no additional payments from the memberSince that time, Bellco has been working with the member to resolve the issue caused by the stop payment on the loan payment posted on February 16, Bellco has not reported the late payment to the credit bureausThe late fees have been reversed for the last three payments on the loan with an effective date of March and $has been refunded to the member’s share accountPlease let us know if further information is neededThank you

In response to ID# [redacted] , Bellco Credit Union acknowledges approval of a settlement on our member’s credit card account, as well as receipt of those funds via our agency, [redacted] We also acknowledge that our member’s credit bureau report should be updated to reflect a zero balance on the account and a status of “Charge-off – Paid Less Than Balance” as of November To that end, we have requested that each of the three major credit reporting agencies update their records to reflect this informationWe would have corrected this issue sooner had the member brought this to our attentionWe do note that although Bellco Credit Union accepted this settlement agreement on the credit card, Bellco was still left with a loss of the remaining balanceAccording to our rules and membership agreement, the credit union may deny products and services to any member that causes a loss to the credit unionThis is true even when a settlement has been reachedWhile we will no longer pursue for the remaining debt, Bellco Credit Union also chooses not to continue our relationshipAs for the savings account specifically referenced, due to system limitations Bellco Credit Union is unable to actually close the account while there is still a remaining loan which reflects a balanceWhile we acknowledge and agree that we have accepted a settlement on the credit card account which removes any further liability, the credit card account is still left with a remaining balance that will continue to show in our systemThis in turn requires that a membership or savings account be left openThe savings account in question however is inactive with a zero balance, is unavailable for use and has been flagged in the system to prevent any and all transactionsWe apologize for any confusion regarding this settlement agreement, or any misinformation our member may have receivedWe will ensure that our staff is properly trained to convey information in situations such as this in the future

Complaint: [redacted] I am rejecting this response because:The UNSIGNED response from Bellco is:Incomplete- not all points were addressed( Specifics will be provided by W3/29.) INACCURASTATED CLEARLY in the complaint I didn't close my checking accountAccount seemed to be closed and savings account opened appears to have been done by the POOR BUSINESS PRACTICE of Bellco or identity theft.>>> Another example of Bellco not knowing of what's going on

The member may not be getting accurate information from the dealership Bellco timely provided all of the information requested by the dealershipOn December 29, 2017, the dealership requested a copy of the loan note which Bellco faxed to them as requestedOn January 9, 2018, Bellco was asked by the dealership to send a letter authorizing the dealership to cancel the warrantyThe requested letter was faxed the same day to the dealershipThe dealership has not requested any other documents from Bellco since JanuaryWith regards to her claim about delinquency and credit reporting, it is the member’s responsibility to continue to make payments on her loan until the loan balance is completely satisfied Since our member didn’t make the payments as required by her loan documents, she was delinquent on her loan and was reported to the credit bureausThank you

Initial Business Response / [redacted] (1000, 7, 2015/11/17) */ Revdex.com Case #XXXXXXXX After completing our research on the complaint from our member, we found that the new EMV-chip card and follletters were sent to Mr [redacted] at the address we have on fileHowever, considering he is stationed overseas while serving in the Armed Forces, the late payment fee will be reversed With regards to the customer service our member received, we apologize for any inconvenience it may have causedOur members should be aware of additional methods of communicating with our staff, including secure email, which may prevent any excessive costs when dialing from overseas In regards to making payments, members have several options, which include mailing in the payment, using Online Banking, or making a payment over the phone Thank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Bellco Credit union is not sincere nor does it adequately address the complaintBellco state there are different methods to pay a bill such as paying over the phone, I talked to three different Bellco customer service reps before the payment due date to try and pay the bill since online access did not work and they all said I cannot pay over the phoneThis shows there is a lack of training or Bellco does not know what it's own policy isI understand you can pay by mail but is not cost effective for the consumer to do so when you can just do it onlineBy the time I found out I could not pay online, submitting payment through the mail would have made my payment lateFurthermore when discussing my payment issues with the customer service reps they said I could wait until the new card came to re-set up my online access and I would not have to pay a late fee if incurred and they would type in their notes our discussion about my attempt to pay the late fee and if one was inadvertently charged it would be removedWhen I called bellco after I did receive the late fee the customer service rep said no notes were on my account about my previous discussions and they refused to remove my late feeThis really goes beyond my efforts not to pay a late fee, it is about Bellco's lack of consistent training among it's employees and absolutely poor customer service and long hold times on the phoneThere are too many other businesses who do treat their customers good for me to continue any relationship with Bellco and I would advise anyone else NOT TO DO BUSINESS WITH BELLCO CREDIT UNION Final Business Response / [redacted] (4000, 11, 2015/12/03) */ In response to Revdex.com case #XXXXXXXX; Bellco apologizes to our member for the experience he had with the credit card contact center representative and the inconvenience the issuing of new EMV Chip Cards has caused him We have coached back to our staff and have reversed his late fee as requestedHis account is in good standing and there wasn't any credit reporting implications Thank you

Our member went into our Smoky Hill Branch, where our District Manager explained to her that our bill pay processor automatically updates the addresses in the bill pay system as new information is provided by the payees themselves In her case, the new address for the mortgage company was provided by the payee to our bill pay processor, who updated the system After we confirmed her mortgage payment was being sent to the correct payee, our member stated she appreciated our assistanceWe consider the matter closed Thank you

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ In reference to case # [redacted] : The member was notified yesterday, June 4, 2015, that the check was located and the 1st mortgage loan was paid offThe Bellco Call Center manager called the member to inform him that the check was located and that we effective dated the payoff to May 26th, 2015, which is the date the check was written We apologize for the confusion and inconvenience this caused our member Thank you

In reference to ID# [redacted] , Bellco has been working with our member on her concerns regarding extra payments on her auto loansOur member has been sending additional payments on her auto loans but we’ve not found any record or note on those checks that states the extra payment should be applied to the principal onlyWithout this direction from the member, any additional payments received are processed as regular payments and funds are applied to both principal and interestThe extra payments arrived separately from the regular payment and several days after the required monthly paymentBellco has reversed one year’s worth of payments on our member’s auto loans, taking the interest paid and applying it to the principalWe are not able to go back further than one yearIt is the member’s responsibility to review their monthly statements and notify Bellco within days of any discrepancies on their accountsWe have completed the reversals as a courtesy to our memberThank you

We have reviewed the auto loan and discovered the error that occurredWe attempted to contact our member directly and request that she return our call using the contact information left by voice mail.Thank you

After researching our member’s concerns, we have determined there are two factors that may have contributed to the confusion our member experiencedThe first was a quote of the outstanding principal balance of the loan, as opposed to the total outstanding balance on the loan The second was the misapplication of a mortgage payment to her auto loan, which was later corrected and reversedThe first factor arose on February 25, when Bellco quoted the amount of $121.66, which was the principal balance due on the loan as of that dateThis amount did not include any accrued interest or late fees that were owedThis was explained by Bellco staff and our member decided to leave the branch without making payment on the loan, since the amount of $would not have paid off the loanAs the member mentioned, the amount of $was accepted on February 27; however, these funds were applied as a payment toward the remaining principal balance on the loan Again, this information was relayed to our member and was reflected on the receipt he was provided at the time of the transactionAfter the payment was applied, the loan was left with a principal balance of $The reason the loan was not paid off at that time was that $in late fees remained due on the loanThe second factor arose on March when our member called and notified Bellco that a payment that was meant for her mortgage loan was misapplied to her auto loanBellco promptly corrected the payment issue by reversing the funds from the auto loan and applying them to the mortgageThis meant the principal balance of the auto loan increased in the amount of the reversed paymentDue to this error, and as a courtesy to our member, we subsequently waived late fees on the auto loanA message was left for the members on March in an attempt to relay this informationAs a result of the payment reversal the auto loan also then became delinquent which prompted the system to send a Right to Cure letterThis letter would have provided the balance due as of the date it was issued, not including any outstanding late feesWhen our member called Collections on March 8, she was then provided the full amount due to pay off the loanBellco has reached out by phone and left messages with our member in order to resolve her concernsIf you require any other information, please do not hesitate to contact meThank you

Initial Business Response / [redacted] (1000, 6, 2015/10/20) */ Revdex.com Case # XXXXXXXX Based on conversations with our member, our member will be able to participate in the current auto promotion Bellco staff has reached out to our member to let him know the details on the promotion and how the incentive will be paid Please let us know if we can be of further service Thank you

According to the complaint, our member claims he made a purchase on January 22, 2018, and notified us of the issue on January 24, Upon further research, we discovered that our member hasn’t disputed any items in January with us that were for $ We recommend to our member to submit a dispute form for those chargesOur research did determine that our member notified us of a dispute in November that was processed At that time, we requested additional information from our member in order to complete the process Based on our investigation, we also noticed that the disputed charges were actually recurring charges by the same merchant, and the member was not disputing all of the charges Based on this information and the fact that our member failed to provide us with the additional information needed, we had no choice but to deny his dispute Thank you