Bellco Credit Union

Bellco has been working with our member to correct this issue.  After speaking with her directly, our member is satisfied with our response. Thank you.

Initial Business Response /* (1000, 9, 2015/07/15) */
In regards to complaint #XXXXXXXX; Bellco has completed the research on our member's complaint and found that two external ACH payments were scheduled. One ACH payment was set up but it had a final disbursement date of 5/19/2015 and then a new...

ACH payment was set up on 5/27/2015.
When our member called and asked for the funds to be returned, the funds were placed in the member's savings account, which is what we do on all accounts. On July 1, 2015, we called the member and confirmed the mailing address of where to send our member's funds. We believe this matter has been resolved to our member's satisfaction.
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]

Our member’s issue has been resolved and Bellco did not send a negative report to the credit bureaus. We ask our member to please contact us directly at 303-689-7800 or 1-800-BELLCO-1 (235-5261), if he believes his credit report has been negatively affected. Thank 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 representatives. Thank you.

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.

After researching our member’s issue, we have found that the insufficient funds fees should be returned to our member. The branch manager will call our member to work out the details. 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 account. By 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 parties. As we are accepting less than the full amount, a balance will remain on the account as Bellco suffered a loss. This balance is not her financial responsibility based on the settlement agreement reached; however, it will continue to show in Bellco’s internal systems. This is for internal purposes only and has no bearing on what is reflected on her credit report. As 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 tradeline. As 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 due. At 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.

Initial Business Response /* (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 perspective. Please know your concerns were addressed with the specific employees...

involved. We 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 248,000 members. When 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.

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

Contrary to our member’s latest statements, all valid points were addressed in the original response. Our member has the option to refinance his vehicle loan with another financial institution if he so chooses. We consider the matter closed. Thank you.

Bellco has been in contact with our member as requested.  The IRA Manager called our member and discussed her concerns. We have sent her a letter confirming the corrected form was sent to the IRS and apologized for the inconvenience this matter has caused our member. Thank you.

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 with regards to his credit card issue. 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.  Bellco is not involved with the [redacted] investigation.  If the member brings in the requests from [redacted], and the information requested is information we can provide [redacted], we will assist the member. Thank you.

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

Initial Business Response /* (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.

As we have responded previously, the ACH payment was already in process the day the final payment was made. There is no way to stop the system from completing an ACH transaction once it is in process. Since all accounts were closed when the final payment was made, there wasn’t an account to deposit the funds into. Therefore, a check to refund the overpayment was sent to the member on April 5. Our records indicate that the check cleared, thus the funds returned to the member on April 14, 2017.  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 institution. We 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

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 false statements of fact in his comments.  Unless the member has any new information or documentation to provide us, we consider this investigation closed. Thank you.

Revdex.com [redacted] – [redacted] After reviewing her calls, we have confirmed that Bellco member, [redacted], was finally able to access her accounts online. The reason she had difficulties accessing her accounts was due to updates and enhancements we made to our online login security process. For...

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 it. This message was available for approximately one month after the update went live. In regards to Ms. [redacted]’s concerns with the [redacted] Manager application and the frequent issue with the application updating, she should contact [redacted]s online support for assistance. We appreciate Ms. [redacted] alerting us to the issues and understand the frustration she went through to gain access to her accounts. We 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 response. We apologize that we were unable to meet her expectations and hope the additional details provided here have sufficiently addressed her concerns. The changes Bellco made to its online banking platform were done to benefit its more than 250,000 members, and to make the online banking process more secure.  Bellco appreciates our member’s long standing membership with the credit union. Thank you.

Our records indicate our member spoke with a Loss Mitigation Specialist on November 2, 2016. A request was immediately sent to the credit reporting agencies to update the member’s credit report. Bellco’s records indicate that the member hasn’t been in contact with Bellco since 2014. We believe...

this matter has been resolved and consider the matter closed. Thank you.