Bellco Credit Union

Complaint: [redacted]
I am rejecting this response because: you have not provided any information as to how we can proceed and keep our vehicle. Your agents have been less than professional regarding the issue. Saying things like "ick" and "wow" while looking at our account. We 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 had. Part 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]

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

Bellco understands this is a difficult time for the member, and Bellco is attempting to work with this member, but he must give us a call to finalize this process.  Bellco has reached out to our member by phone and provided a number to call us back. We ask that the member return our call at the number provided so we can work with him to resolve his concerns and close out his auto loan. 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 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 possession. The first...

check sent by [redacted] was never located and there wasn’t any tracking information available on the check to assist in locating the check. The second check was misplaced, but we worked diligently with [redacted] to obtain a replacement check. As of 11/27/17, the check was received and applied to the loan. As soon as Bellco processed the payment from [redacted], we were ready to file the GAP claim.  However, we had been waiting for important claim information from [redacted], which was not provided by [redacted] until 12/13/17.  The GAP claim has been filed. We ask for our member to contact us to complete the process on the loan. Thank you.

Complaint: [redacted]
I am rejecting this response because:The UNSIGNED response from Bellco  is:1. Incomplete- not all points were addressed. ( Specifics will be provided by W. 3/29.) 2. INACCURATE-as STATED CLEARLY in the complaint I didn't close my checking account. Account 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 UNSIGNED LOUSY response by Bellco is an another example of Bellco's member owner "service". POORLY HANDLED complaint was CLEARLY DIRECTED to C.E.O.-[redacted]. 
A VERY DISSATISFIED MEMBER OWNER,    W R

Contrary to our member’s statements, Bellco has taken all the steps Bellco can take to release the funds to the merchant. Unfortunately, there is nothing more Bellco can do in this matter. We 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 process. 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]

Bellco has contacted its member and addressed the issue directly with her.  The member was also provided with the contact information for a branch manager that can assist her should she need assistance with her accounts again in the future. We feel this matter has been resolved to our member’s...

satisfaction. Thank you.

In reference to ID# [redacted], Bellco has been working with our member on her concerns regarding extra payments on her auto loans. Our 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 only. Without this direction from the member, any additional payments received are processed as regular payments and funds are applied to both principal and interest. The extra payments arrived separately from the regular payment and several days after the required monthly payment. Bellco has reversed one year’s worth of payments on our member’s auto loans, taking the interest paid and applying it to the principal. We are not able to go back further than one year. It is the member’s responsibility to review their monthly statements and notify Bellco within 60 days of any discrepancies on their accounts. We have completed the reversals as a courtesy to our member. Thank you.

Initial Business Response /* (1000, 8, 2015/12/14) */
In reference to case # XXXXXXXX, all titles are to be mailed to the member within 15 days of the loan being satisfied. Our member requested to pick up the title at the Thornton branch and did so on 12/7/2015.
We apologize for any...

miscommunication on how the title was to be provided to the member.
Thank you.

Complaint: [redacted]
I am rejecting this response because:  I decided before this response was made that I would do Bellco's job for them by replacing the document.  I sent the new VIN verification on 1/6/16 with a copy of the 2 receipts. The title department should receive these document again early this coming week.  After explaining to the DMV how ridiculous Bellco was acting, the DMV replaced the VIN verification for free.  But I needed to pay for a new temp tag since the current one in now expired.  So, my costs incurred due to Bello and their title department's incompetence was about $7 and 1.5 hours of PTO.  I will reject their response until they confirm they did not again lose the document and the car is registered and until they complete a timely reimbursement for my time and expense.  I should not have to call ten times and wait 2 months for reimbursement for my $7 cost and the value of my 1.5 hours of PTO.  When the car is registered and I have received satisfactory compensation, I will withdraw my complaints.(the reason their original offer of $12 reimbursement for the VIN verification was declined is because they refused to compensate for the time off work and said they couldn't complete the task in 2 weeks.  When I said they should pay upfront, like I have to do, they again refused. I warned the title department representative, Dawn, that her attitude, lack of respect and incompetence in fixing her issues would result in this complaint being filed and she was not willing to work toward a solution.) 
Sincerely,
[redacted]

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 $411.94 was posted to the account on February 16, 2016.  On that same day, Bellco also posted a loan payoff in the amount of $26,000. ...

This payment and payoff resulted in an excess balance of $484.75, which was refunded to the member. On 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 system. Because of this, the net payoff amount of $25,515.25 (i.e., the $26,000 payment minus the $484.75 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 member. Since 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, 2016. Bellco has not reported the late payment to the credit bureaus. The late fees have been reversed for the last three payments on the loan with an effective date of March 7 and $15.03 has been refunded to the member’s share account. Please let us know if further information is needed. Thank you.

As the seller of the auto, it was [redacted]’s obligation to obtain the lien release from [redacted].  In order to better serve our member (i.e., [redacted]), Bellco contacted [redacted] on July 28, 2017, requesting information on the lien release necessary for transferring title to the...

name of the new owner (our member).  [redacted] informed Bellco that the only way to obtain a lien release was to use their service (i.e., Get My Car Title for [redacted] – www.[redacted]).  When we visited the service, we discovered that there was a cost of $23.49 to obtain the lien release, and that the only form of payment available was a credit card.  We informed our member of these requirements to obtain a lien release from [redacted], and the member came into a branch and requested the lien release from [redacted]. On August 10, we received the lien release and were able to [redacted] a single urgent request to the county to get a title sent to us (this process can take a few weeks). Once the new title arrives, we will process the file expediently. A phone call was made to the member to advise him of this status. He appreciated our efforts and will wait to hear from us when the file is ready. Thank you.

Complaint: [redacted]
I am rejecting this response because:
Contrary to my statements? That’s how you react every time with this matter? Real professional, call me a liar right out of the gate! This is ridiculous! You did not address any of the information I provided. I have a written statement, stating that Bellco needs to provide information to [redacted]. Do you have something in writing that you can provide to me, that shows that the funds have been delivered to the venders account? If you do, that would be great! Then I can go back to [redacted] with this information. But you have yet to do or show me anything other then call me a liar! Show me something in writing that if viewed by a judge, will completely satisfie them that you have done all you can. Or I’ll have the attorney general  subpoena the information at your expense.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There answer because the people who work there do not know how to do their job because they kept transferring me over and over for almost a week.I was told by them that I could use their site and would not be charged. It took a long time to get access to the site because they never gave me the six digit code. I was told that my bank shared branch with them and they would not tell me if I would be charged if I went in to pay the car payment. They took forever to send me a booklet. I am very unhappy with this bank that the dealership selected for me. If they were a good company they would refund my 3 dollars that I should of not had to pay. It makes no sense why you are located in one state and have the payments going to another state. This is the worst credit union I have dealt with in my life. 
Sincerely,
[redacted]

We have researched our member’s concerns and have found that her auto loan is in charged-off status due to the length of time her account was past due and is reporting as such with the credit bureaus. The vehicle was out for repossession in 2015, but was not picked up at that time. Therefore,...

Bellco has not reported the vehicle as repossessed. In regards to our member’s concern with faxes not coming through, unfortunately there can be a number of reasons why a fax either doesn’t go through or is too illegible to review. It is important for members to follow up and confirm with the recipient that their fax was received. A member services representative will be reaching out to our member to discuss the charge-off status reporting. 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]

We have been in touch with our member and have resolved his concerns. He is 100% happy with our resolution and has asked Bellco to notify the Revdex.com that his complaint has been resolved. Thank you.

Complaint: [redacted]
I am rejecting this response because:  I had to make multiple phone calls beginning October 2017 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]