Bellco Credit Union

Bellco is processing the insurance payment and is working with the member to process the GAP claim with the member’s third party GAP vendorWe ask that the member contact us at the phone number we will provide by voice mailThank you

After researching our member’s concerns, we learned that the member attempted to close his accounts at a shared-branch location However, shared-branch locations are not authorized to close accounts at Bellco, so he only withdrew all the funds in his checking accountSince shared branches do not have the authority to close our accounts, the member’s account remained open with zero (or $0.01) balance in itDue to the minimum balance requirements on the account, our member was charged a $service fee in December, which overdrew his accountThis prompted the collections letter and email that were sent to the memberNow that we understand the member’s intention was to close his accounts in November, we have waived the $service fee and closed his checking accountAs to the $the member believes he was charged in order to close out his account, Bellco does not charge a fee to close out accounts This transaction was actually an official check in the amount of $requested by, and issued to, the member via our Tellerphone automated system on 11/28/This official check was cashed by the member on 12/07/With regards to his unanswered emails, we apologize for any inconvenience this may have caused We have addressed this issue internallyWith regard to the member’s ability to access the checking account, we do in fact show that a debit card was issued to the member on 10/23/15, but was never activatedAs for checks, these are not automatically issued; however, checks can be requested at any time by calling us, logging into our Online Banking system, or visiting any Bellco Credit Union branchIf the member had requested checks, or a new debit card, they would have been provided in a timely fashionThank you

Our member’s issue has been resolved and Bellco did not send a negative report to the credit bureausWe 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

Contrary to our member’s comments, Bellco never asked for the title; we asked for a VIN verification form, which the member has to obtain and provide to us To date, the member has not provided the VIN verification form We have the title from California in our possessionThe first check sent by [redacted] was never located and there wasn’t any tracking information available on the check to assist in locating the checkThe second check was misplaced, but we worked diligently with [redacted] to obtain a replacement checkAs of 11/27/17, the check was received and applied to the loanAs soon as Bellco processed the payment from ***, we were ready to file the GAP claim However, we had been waiting for important claim information from ***, which was not provided by [redacted] until 12/13/ The GAP claim has been filedWe ask for our member to contact us to complete the process on the loanThank you

Initial Business Response / [redacted] (1000, 6, 2015/05/19) */ In regards to case #XXXXXXXX, Bellco has investigated Ms [redacted] 's concerns We fully recognize this situation was handled poorly from a member-service perspectivePlease know your concerns were addressed with the specific employees involvedWe have also ensured that all of our employees have the knowledge, skills, and tools necessary to assist members in an appropriate and timely fashion Our goal at Bellco is to provide the best quality service in the financial industry and we have an exceptional history of providing outstanding service to over 248,membersWhen an unsatisfactory experience does occur, we work to correct the issue as soon as possible Additionally, as our way of saying thank you for your patience and understanding, we have been in contact with Ms [redacted] to work with her to refund the fees she incurred Thank you

Complaint: [redacted] I am rejecting this response because: Bellco Credit Union appears to have a profound misunderstanding of the term "settlement agreement" It means that the agreed upon amount is paid and the loan is then considered paid in fullIt does not mean "sort of, kind of, not really" paid in full and it certainly does not mean there is a remaining balance in any senseBellco Credit Union is attempting to both receive money from a settlement agreement AND continue to carry a balance on a loan Their misguided attempt to justify their position with semantics is both unethical and transparent When I called to close my savings account, I was informed that this could not be done because there is a remaining balance on the loan for which the settlement agreement was reachedI was further informed that Bellco Credit Union would be happy to close my savings account if I would pay the remaining balance This is beyond crazy I paid the agreed upon amount and have received letters stating that this loan is now considered paid in full I would very much like to permanently sever all ties with Bellco Credit Union I do not understand why Bellco Credit Union has decided to do business in such a deplorable manner I also believe we may be at an impasse It is obvious that Bellco Credit Union has no real interest in resolving this issue or improving their business practicesRegarding the inaccurate reporting to the credit bureaus; I have called regarding this issue, and my law office has sent notarized letters on my behalf and officially notified all credit bureaus of this error During one of my calls with customer service regarding this issue, the customer service representative acknowledged receipt of the notarized letters Additionally, [redacted] has contacted Bellco Credit Union and reminded them of their legal obligation to correct their reporting Bellco Credit Union made a huge mistake However, their unwillingness to accept responsibility or take steps to correct this error, while terribly unfortunate, is consistent with their manner of doing business Sincerely, [redacted]

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]

As the member alluded to in his complaint, this is not the first complaint the member’s made about this same issue We have already researched this issue and determined the charges are valid Since the member caused a loss to Bellco, he is not permitted to open another account Should he wish to repay the debt owed to Bellco, he may then be considered for a new checking account We also do not succumb to threats The member has every right to continue complaining, so long as he does not make any statements of fact in his comments Unless the member has any new information or documentation to provide us, we consider this investigation closedThank you

Initially, the member communicated to us that he was buying the car from an out-of-state auction We explained to our member that we were unable to perform that type of loanThe member then communicated he was using a dealer to purchase the car at an auction, and the member would purchase the vehicle directly from the dealer We explained the process for an out-of-state purchase both to the member and the dealerThe member was informed that an out-of-state loan takes longer as we need wet signatures and more time is involved.We informed the dealer of the exact process and the necessary documents to be completed There should have been no surprise in the process taking longer.Aside from the issue of the process taking longer for an out-of-state loan (which was clearly communicated with the member), the only other issue involved the POAs sent to the memberOn the cover sheet, as well as on the call with the member and the dealership, the processor explained that the power of attorney (POA) could not be alteredAny alteration would cause the county to reject the paperwork We emailed the POAs to the member from a color scanThe member printed them on a black and white printer, which darkened the highlighted areas for signing Either the notary or member used “white out” to sign/initial/date which altered the document According to the processor, a [redacted] return label was offered on both the first and second attempts at POA, but the member declined and said they would take care of itWhen we received the second set of POAs back, the forms continued to look altered, which resulted in another delayThe processor contacted the member again, understanding the member’s frustration, and voicing that the altered documents would be rejected, that they are ok to sign over the highlighted areas and it would be okay.We finally received acceptable documents on April and emailed the [redacted] tracking number of the check sent to the member.Thank you

After researching our member’s concerns, we discovered that the member did not reply to our original request for contact information for over two weeksThis prevented us from emailing the loan documents to our member, which greatly delayed the processOnce we received the contact information we needed to email the documents, we sent the loan documents and informed her when her first payment was due under the new termsAs of the date of this letter, we still have not received the final signed documents, and there is no new loan payment dueUntil the signed documents are returned, we cannot assist in resolving our member’s concerns, and the balance on her auto loan remains outstanding If the member is not willing to sign the new loan documents, we cannot help her We have spoken with the member, and the member is not cooperative We ask our member to contact us when she is ready to proceed with the new loan, or to pay off the remaining balance of her auto loanThank you

Revdex.com [redacted] – [redacted] After reviewing her calls, we have confirmed that Bellco member, [redacted] , was finally able to access her accounts onlineThe reason she had difficulties accessing her accounts was due to updates and enhancements we made to our online login security processFor the few members that may have had issues with the update, we created an automated message for our member services phone center that explained the issue and how to resolve itThis message was available for approximately one month after the update went liveIn regards to Ms [redacted] ’s concerns with the [redacted] Manager application and the frequent issue with the application updating, she should contact ***s online support for assistanceWe appreciate Ms [redacted] alerting us to the issues and understand the frustration she went through to gain access to her accountsWe have recently reached out to her over the phone and have left messages to discuss the issue with her personally, but have not yet received a responseWe apologize that we were unable to meet her expectations and hope the additional details provided here have sufficiently addressed her concernsThe changes Bellco made to its online banking platform were done to benefit its more than 250,members, and to make the online banking process more secure Bellco appreciates our member’s long standing membership with the credit unionThank you

As we have responded previously, the ACH payment was already in process the day the final payment was madeThere is no way to stop the system from completing an ACH transaction once it is in processSince all accounts were closed when the final payment was made, there wasn’t an account to deposit the funds intoTherefore, a check to refund the overpayment was sent to the member on April Our records indicate that the check cleared, thus the funds returned to the member on April 14, We have confirmed that the ACH authorization has stopped, and no further payments will be withdrawn on the member’s account from his primary financial institutionWe understand this has been a frustrating experience and want to thank our member for his patience while we worked to complete his refund Thank you

Revdex.com ID [redacted] As explained in our original response, Bellco Credit Union acknowledges and accepts the settlement reached with our former member on her credit card accountBy its very nature, a settlement of a debt is the acceptance of less than the full balance due based on an agreement reached by both partiesAs we are accepting less than the full amount, a balance will remain on the account as Bellco suffered a lossThis balance is not her financial responsibility based on the settlement agreement reached; however, it will continue to show in Bellco’s internal systemsThis is for internal purposes only and has no bearing on what is reflected on her credit reportAs previously stated, the account should report to the credit bureaus as “Charge-Off - Paid Less Than Full Balance” and should not show any balance due on the credit card tradelineAs stated in our original response, an update was submitted to the credit bureaus requesting that the account show as “Charge-Off – Paid Less Than Full Balance” with the balance showing as zero dueAt no time has Bellco suggested that she has to do our job We only commented that this correction would have happened sooner, if she would have contacted us sooner Contrary to her statements, Bellco has no record of letters being received from our former member, or from any law office, to notify us of any error and Bellco had no knowledge of any error based on our belief that the account had been properly reported

Bellco has reviewed and verified all of the transactions that our member detailed in his complaint. Due to the timing of the payoff and the ACH for the payment due in August, the application of the ACH and its reversal caused some issues with the loan that have since been corrected. Bellco has... called our member and provided him with a direct phone number, if he has any questions. We are in the process of correcting any credit reporting issues as well. We apologize for the inconvenience this has caused our member. We appreciate his patience and understanding for the time and effort it took to research and address his concerns. Thank 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] *

Contrary to our member’s statements, Bellco has taken all the steps Bellco can take to release the funds to the merchantUnfortunately, there is nothing more Bellco can do in this matterWe ask our member to work with the merchant and let them know that it is their responsibility to contact their own payment processor to complete the payment processThank you

Our collections team has tried reaching out to our member on more than one occasion, and has left messages Please return our call at the phone number left on the messages and we will work with you to address your concerns If you have not received our messages, we may not have a valid number on file In that case, please call [redacted] option 9, and speak to one of our representativesThank you

Bellco has attempted to call our member regarding her concernsOur branch staff correctly informed the member that her grandmother is a joint owner on the accountWe are able to confirm this because we have both of their signatures on the Application for Membership and Account Signature Card from July 1, Bellco has changed its policy since the member last requested checks and now prints the names of all owners of the account, including joint owners, on the checksIf our member would like to have her grandmother removed from the checking account, she and her grandmother can visit any Bellco branch and complete the process for removing her grandmother from the accountThank you

After researching our member’s issue, we have found that the insufficient funds fees should be returned to our memberThe branch manager will call our member to work out the detailsThank you

Bellco believes the member’s concerns have been addressed and we are following up with the member directly to confirm. The loan is now current with next payment due in September. Bellco has submitted a request to the credit reporting agencies to remove any late payment notice for the July past due... payment. The member can also contact Bellco at ###-###-#### to speak with our Loss Mitigation department should she require further assistance. Thank you.