ComplaintsforBellco Credit Union

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After ten years of banking with Bellco, my liquid accounts equal to more than $6,000 were consolidated and closed by Bellco over an unauthorized $600 balance on a personal loan that was improperly used, without permission, to cover 3 separate balances totaling $104. I had previously taken the proper steps (per bellco) to remove the overdraft protection from the loan account, and instead to have that protection linked to a savings account that never had less than $1,200. I learned of this error at the same time Bellco's internal collections notified me of a late balance. Thinking this was fraud, I logged into my mobile app to find my accounts had all been closed and the balances consolidated to the membership account. I was only able to reestablish one account, but was required to find my own resolutions to the issue. Bellco acknowledged enough to waive 4 months of late fees, however they refused to waive any interest accrued on the account totaling approximately $100. I was without access to my personal finances while I awaited receipt of my assets in the form of a bank check, where I then had to establish accounts elsewhere as I am no longer in a state where I can visit a branch. (i wouldn't have gone back to them anyway.)I was met with gross incompetence and a complete disregard to resolve the issue by every individual I spoke to and had to rehash the issue multiple times whenever a new person was involved. This is by far the worst customer and banking experience I have ever encountered. I want acknowledgement that this is not how a proper business treats a good standing customer, and I want reimbursement for the interest paid on the account. (I took the liberty of paying the balance to protect my credit)

  

  Business response

  03/29/2024

  Bellco is working with this member to address any miscommunications related to the overdraft protection services provided by Bellco.

  Customer response

  03/29/2024

   
  Complaint: 21454685
  
  I am rejecting this response because:

  I have not received any form of follow-up communications from Bellco or any affiliated persons regarding this issue. Bellco not only has NOT been working with me on this issue, they've refused to assist in ANY regard to the issue at hand. After transferring the appropriate amount of money to cover the amount taken from my loan account, I then had to pay additional funds to cover interest accrued. As noted in each payment, I placed a memo that each deposit to the loan was to cover unauthorized interest charges. They not only refused to waive the interest, it required that I close my accounts to cover the remaining balance, as the only transactional savings account was not qualified for digital banking services from other banks without additional charges.

  I made a formal request to receive a follow up from a higher executive (specifically the *** of Bellco) to give them an opportunity to address this situation and have not received any correspondence, nor any communication or an attempt thereof by phone, text, or email. Bellco has not only done the bare minimum to address this issue, they have done less than nothing to resolve my dissatisfaction with their service, their handling of this situation , and their failure to provide even a modicum of resolution to their failure as a financial institution. 

  I continue to await anything in the form of assistance from this institution and reject their standard moniker of being a "valued member."
  
  Sincerely,
  
  *******************

  

  Business response

  04/05/2024

  Contrary to what the member is stating, a representative of Bellco attempted to communicate with the member by calling the phone number we have on file; this person even provided their direct contact information for the member to call back, but the member never responded. Despite the members lack of communication, Bellco continued its investigation and reached a resolution that should be acceptable to the member. A letter has been sent to the member to the address on file explaining what we have concluded and how we plan to address his concerns.

  Customer response

  04/05/2024

   
  Complaint: 21454685
  
  I am rejecting this response because:
  

  Contrary to the continued falsehoods of being contrite in any form, Bellco has not made an adequate attempt to reach me by phone. I have a voicemail that is devoid of any messages of communication.

  The continued denigration aside, I will wait for the arrival of the claimed resolution. Should it properly address the gross incompetence and distasteful disregard of Bellco's handling of this situation with even a modicum of decency I will concede that their best is laughably insulting and requires a tiresome amount of work to come to a resolution.

  Sincerely,
  
  *******************

  Customer response

  04/11/2024

  I still have yet to receive any form of communication or correspondence from Bellco regarding resolution to my concerns with their mishandling of this situation. I have not received a letter nor an email of any kind to date. I do not have any missed phone calls, voice mails or text messages from anyone claiming to be a part of or representing Bellco on behalf of any further resolution.

  Although I am not surprised, I am extremely disappointed that I am being made to be the unreasonable party of this situation and intend to see this through as I do not feel there is any other reasonable actions I can take to hold them accountable.

  I will be traveling abroad from *************** and would appreciate the continued monitoring of this situation. I am not sure if my previous rejection of Bellco's condescending response made it through as I am preparing for an important trip, however I appreciate any understanding from BBB regarding this circumstance.

  Thank you,

  *******************

  Customer response

  04/13/2024

  I have received a letter from Bellco that I believe is what they claimed to be a resolution. The letter reads that they have sent a letter to the credit bureaus to notify them to reverse any negative reporting. That's fine and well, but this does not address my primary concerns.

  To be clear: I am seeking resolution regarding the interest I paid on charges I never certified in the form of compensation for the interest paid on a personal loan account that I had deliberately altered years prior to prevent overdrafts from being applied to that account. 

  I am seeking direct contact from a representative or official figure from Bellco, preferably by phone, to address the mishandling of my accounts by the institution which not only resulted in predatory transactional practices by this institution, but also the termination of accounts that had 1) remained in good standing up to and until Bellco made its clerical error, 2) had assets exceeding 10x's the financial amount needed to pay the amount of the error, even accounting for interest, 3) had a history of timely payments and 4) why the steps I had taken to prevent this very issue from ever occuring where not adhered to and who authorized the overriding of my personal accounts as pertinent to overdraft protection.

  It is abhorrent that Bellco continues to insult my intelligence and has responded with condescending and dismissive falsehoods about their efforts to resolve this matter. 

  Their letter to the credit bureaus to reverse course on negative reporting is acceptable as the first step Bellco needs to take in order to properly address this issue, however I reject that as a premise to resolve the entirety of this situation. 

  I look forward to hearing back regarding this issue and remain a dissatisfied and invaluable (former) member of Bellco Credit union.

  Sincerely,

  *******************

  

  Business response

  04/22/2024

  Bellco has attempted to reach this member on several occasions using the phone number and email address we have on file, but we have been unsuccessful.  If the member would still like to connect with someone at Bellco, he can email us at **************************************** and provide a valid phone number where we can reach him.

  Customer response

  04/22/2024

   
  Complaint: 21454685
  
  I am rejecting this response because:
  

  I have clearly posted my contact information for Bellco to reach me. Despite repeating their condescending, dismissive and frankly defamatory claims that they are struggling to reach me, or I have somehow avoided their contact, I have evidence to the contrary. I have finally received a SINGLE email, from one person at bellco, providing information that is neither tenable nor sufficient to resolve my concerns with this issue.

  I will not be the one placed into the role of contacting Bellco. Bellco can reach me at ************, the very same number I have had for the entirety of my membership with bellco, as well as the information given repeatedly in this process. I will no longer accept an email as the only correspondence between Bellco and me.

  If Bellco lacks the competency to dial that number correctly, that is not my problem. If Bellco would prefer to provide a proper direct line for me to call, that won't require a 45 minute circus dance through an automated system and six transfers from 4 other departments to reach that person, I will once again oblige them in taking the correct steps towards resolution in this matter.

  As per when to reach me, I will be available any day following April 26th, 2024 for a phone call as originally requested. Because of the casual approach that Bellco seems to have regarding this issue, I will not be available from present time until then.

  At the time of closing my accounts, I was assured I would be contacted by an appropriate representative of Bellco's higher echelon of executives. I was told I would be followed up with via phone number to verify that had happened. Neither has yet to occur.

  If not the **** then someone with enough clout to address my concerns will suffice for what i would like to discuss.

  It is tiresome to continue this senseless banter back and forth with a corporate entity that has no regard for their clients, their clients' concerns, or any desire at all whatsoever to be contrite in even the bare minimal ways when they are faulted for predatory and faulty practices, whether accidental or intentional.

  I fail to see why this issue, which has so plainly and concisely been brought forward is so difficult for Bellco to address.

  I will not be bullied or intimidated by false claims of good faith by Bellco, and I will not accept less than a personal conversation, as mentioned above, with a proper person that has representation from Bellco's operational knowledge to answer to the discretion that I have suffered in this matter 

  I look forward to actually hearing from someone worthwhile at Bellco.

  
  Sincerely,
  
  *******************

  

  Business response

  05/03/2024

  A Bellco representative was able to speak with the member. Following a productive conversation the member appeared satisfied with the outcome.

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the absolute most that Bellco is capable of, and so long as they follow through with what was discussed, this will be, for lack of a more appropriate word, satisfactory to me.

  I hope Bellco corrects the atrocious misuse of accounts and members' loyalty and trust in their services moving forward. The latest conversation I had was the ONLY conversation out of HOURS of attempts to cordially solve this problem that I felt like the other person was actually listening to what I had to say as a human, and did not respond as though she or I were anything other adults.

  I feel there was a genuine recognition of Bellco's failure to meet their own projected minimum standards and that there was an acknowledgement of the poor handling on their behalf. That being said, and for reasons beyond this conversation, I do not trust this will change within Bellco's employment and leadership models, although I do hope to be incorrect in that matter. 

  I thank everyone that has genuinely been involved to find a resolution to this issue and gladly mark this issue as concluded.

  
  Sincerely,
  
  *******************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A check was cashed that was made out to myself and another individual without my knowledge and signature endorsement. The bank stated they were not liable for cashing the check regardless of me signing the check. I have asked the other individual if they cashed the check and they were not able to confirm if they did or did not.

  

  Business response

  03/19/2024

  Bellco is working with Mr. ************************* to help resolve the outstanding issue.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Bellco credit Union and had a robust checking account in 2020 after my Father died post Covid.I received a large amount of money and chose to bank with them for the better interest rate.At some point after I bought my home I overdrafted and was charged a fee. I went into the branch and was told that I owed $200.Here now in **** Ive been receiving visits from a private investigator for a law firm whom supposedly bought this debt from Bellco.I called and was told it is $1200.This is shocking to me and I am currently not employed but hopefully will be soon. I dont believe this debt is valid in any way.I had paid many fees over the year I banked with Bellco.

  

  Business response

  02/16/2024

  Bellco will work directly with the member to explain why she owes what she owes on her deposit accounts.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bellco reported a payment late that was not late affecting my credit. They clearly could see the payment was made and processed. My husband I now have to wait 30+ days to get this rectified.

  

  Business response

  02/01/2024

  Bellco staff are communicating directly with the member to resolve this issue.

• Initial Complaint

  01/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Bellco on 10/2/2023 to request a new credit card because the new one they mailed out to replace an expired one never arrived. I waited for a month and never got that replacement card. I decided it would be best to cancel my account, since it was two times now that I couldn't get my card from them. I called Bellco on 11/3/2023 to cancel the card I never received and my account. I was transferred around to different departments multiple times, waiting on hold for long periods. Each person I spoke with said they couldn't help and transferred me to someone else. After several attempts calling different numbers, I finally got in touch with someone who said they would help. I sat with him on the phone while he processed it and was told he took care of it and that my card was canceled. I received a letter dated 12/28/2023 for a card ending in **** about account changes so I assume the card is still active.I am concerned someone will get ahold of this card and charge things to my name that I am not aware of because I thought the card has been canceled this whole time. I am angry a simple card cancellation has still not been taken care of after all of the effort I've spent. I would like Bellco to cancel this card and all other accounts that *** be in my name that I'm not aware of immediately and send me a confirmation.Could I please get help from the BBB in this matter?

  

  Business response

  01/24/2024

  Bellco is working directly with this Member to ensure his credit card account is closed, as requested.

  Customer response

  01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Have been working for 11 MONTHS now to get the title to my car I had financed through Bellco Credit Union. The first request was on 2/8/2023. After being told it would be mailed to me in **** business days and waiting and checking up on it for months. On 6/13/2023 my family finally helped me pay off the loan in full due to the fees racking up at the *** due to Bellco's inability to email, fax or mail a copy of the title. It is now 1/2/2024 and Bellco has stopped communicating with me, hasn't sent me my title or offered any other way to get it from them. I have never in my life dealt with a business that cannot handle even the most basic of requests.PLEASE SEND ME THE ***** TO MY VEHICLE THAT HAS BEEN PAID IN FULL FOR OVER 6 MONTHS NOW

  

  Business response

  01/16/2024

  We are communicating directly with the member and with the *** within two states to get this accomplished, due to the member moving during the term of the loan.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  No title for my new car since June and unable to register it because Bellco has lost the title and hasn't followed through with requesting a new one from the *****************. I want Bellco to prioritize this issue and I want to receive this copy BEFORE December 8th so I have time to register with the state of WA. 6/30/23 - Purchased car from ************* of ******** LLC. Financed through Bellco b/c best % option. Loan=$34,230 September 2023 - Moved to *******, ** w/o registering in ********. In the state of WA you need a copy of title to register car and receive license plates. Call 01 (Mid Sept.) : Call for a copy of the title to be sent. ******* tells me they have not received it. They tell me they will contact *************/DMV to see what the deal is. Call 02 (Late Sept): One week later I call Bellco **************** for status. I talk to *****. She says that ******* did not contact ************* or DMV. ***** says they will.Call 03 (Early Oct) : I call back about a week later and they still had not contacted *************. I then contact ************* myself (10/3) to see if the title has been sent. They verify that they had sent the title (#*********) by mail to Bellco's head office on 8/2/23. He also mentions that they have not been sending title complete notices as consistently lately.Call 04 : Notify Bellco that the title has been delivered. They put me on hold and look around the office and cannot find title. It is lost in their office-she mentions a recent move. They inform me that we will need to request a duplicate title from Boulder County. They say they will do this early the following week. Call 05 : Call to check status on duplicate title request. They did not follow through Call 06 : Early Oct - Call again to check status. Did not follow through Call 07 : Mid. Oct. - Finally someone went to request title. Will take 3-6 weeks. Call 08 : Call back 11/21. Form was incorrectly filled out and now I have to wait another 3-6 weeks.

  

  Business response

  12/13/2023

  We have been in contact with the Member and all necessary documents are in the Members possession. Delays were caused by the dealer when transferring the loan/titling to Bellco.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I paid off our lease in August of 2023, we were told it would take ***** days to receive our title. We waited 30 days and called for an update, we were told to continue to wait. We waited the full 90 days and Bellco said they would issue us a replacement title. We went into the Littleton Branch on 11/21/23 to get a Release of Lien that they assured us could be used at the *** to receive the title. At the *** on 11/22/23 we were told that they needed a release of lease to prove that we had paid off the lease. We went back to Bellco Littleton Branch and we were then told we had never paid off the sales tax (even though they closed out the account and paid us the remaining balance on the car) we were then told that there was a change in the law in ** that the payment of the sales tax has to be paid before the title can be given to us. The Assistant Branch Manager told us that they had ordered 3 replacement titles to be mailed to us, and it was possible all 3 had gotten lost in the mail. So we tried to pay the sales tax but they could not take payment from us. We then called Bellco's title department which told us that Bellco **ULD take the sales tax payment. We still do not have resolution, we still do not have our title. We have tried to pay the sales tax, we have tried to talk to the title company. NOBODY at Bellco Littleton Branch has any idea what we should do next. We have no way of getting our title for the car at this point. We have tried escalating this to anyone above a Branch Manager and nobody will take our call. We have tried calling customer service more times than we can remember. It has been 4 months, 6 phones calls, 4 in person visits and nobody can tell us how to get our title.

  

  Business response

  12/08/2023

  Bellco has been in contact with the member to resolve the tax issues associated with the lease.  In the meantime, all title work has been sent to the member as requested.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bellco seemed to switch payment processors recently with the issuance of new cards. My credit card auto pay has been active for years with Bellco but following this switch it was deactivated without any warning or consent, nor a notice from the company following. As a result I missed a payment and fear it will affect my credit score moving forward. I hope the company is able to rectify.

  

  Business response

  11/13/2023

  The Member has been contacted and is satisfied with the resolution.

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Additionally, I just want to note how professional and timely the representatives at Bellco were in fixing this issue. Problems are temporary, Bellco is forever.

   

  Sincerely,
  
  *****************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction and frustration regarding the lack of response and assistance I have received from Bellco Credit Union. My recent experience with your institution has been nothing short of disappointing.On September 5th, I found myself in a medical emergency that required me to undergo surgery and be hospitalized for an extended period. Understanding the financial implications of my hospitalization, one of my immediate concerns was to request assistance from Bellco Credit Union in pausing or canceling my loan until I recovered and could resume making payments. I firmly believed that a trusted institution like Bellco would be empathetic and supportive during such challenging times.Regrettably, despite my repeated attempts to contact Bellco's customer support via phone and email, I received no response or acknowledgment of my situation. I made multiple calls to your customer service hotline and sent several emails to my representative, ***************************. I took these actions well in advance of the point at which interest would begin accruing on my loan. Despite my proactive efforts to address the issue, I was met with silence and neglect from your institution.As a result of this lack of communication and assistance, I am now facing an undue financial burden, including hundreds of dollars in accrued interest on the loan that I had requested to be paused or canceled before it reached this point. This experience has not only caused me significant stress during a time when my focus should have been on my recovery, but it has also shaken my trust in Bellco Credit Union, an institution I once considered dependable and understanding.

  

  Business response

  10/12/2023

  We are working with the member to resolve any issues that arose due to the delay in communicating with her.

  Customer response

  10/16/2023

   
  Complaint: 20691067
  
  I am rejecting this response because while I have heard from Bellco, the issue still is still not resolved.
  
  Sincerely,
  
  *******************************

  

  Business response

  10/26/2023

  The title documents have been delivered to the members address on file.  The member has been notified that these documents have been delivered.

  

  Business response

  10/26/2023

  Please disregard our earlier response posted today, as it is not applicable to the issue communicated by the Member. The Member has been contacted by a Bellco colleague who explained what the results of our investigations were and discussed how we were able to assist the Member. The Member confirmed everything has been resolved and that she is content with the outcome.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩