ComplaintsforBelco Community Credit Union

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12/23 I spent some money at ********. I went over by 23 cents and Belco refused to give refund the overdraft fee. All they did was give me some lame **** poor excuse as to why I got the fee but no real answer as to why it couldn't be returned. I've had on one prior occasion had an overdraft fee returned. Here's the kicker, that time it was returned by *********, who I seen today amd no questions asked it was just returned. So what makes that time special and this time I get bent over for 23 cents. I'm lied to and told " our system is automated and we have no control over it." Oh really, then how did ********* return the fee last time? Another issue I want to bring up is this bank is really making it a safety hazard for their customers who do not drive. I've either drove by or waited in line at the drive thru only to see people on foot or bicycle. This is an unsafe act and if Belco does not remedy this immediately I will file a complaint with osha. There's no reason their lobby doors should be shut.

  Business response

  08/02/2023

  July 31, 2023
  
  Via secure email/Better Business Bureau Complaint Portal
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:    ************************************* - Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by *************************************. According to your 07/29/2023 letter to Belco Community Credit Union, ****** had concerns regarding an overdraft fee assessment, branch safety, and lobby access. I write this letter to give you more information about these circumstances and address ******* concerns.
  
  Belco values the safety of our membership and employees.  All Belcos retail locations are ADA compliant and are approved, as necessary, by local municipalities. Life safety and traffic circulation are typical focus of the municipality during review and approval. The referenced location at *********************, Lebanon, is a leased outparcel owned by the ************Mall and is ADA compliant.
  
  In May of 2023,**************************** submitted a complaint regarding reducing lobby hours at certain Belco locations.  Belco provided a written response to **************************** explaining, the credit union informed membership the week of April 17, 2023, introducing new branch hours at five locations throughout the branch footprint. Members were communicated via email and by letter in the mail to changes that took effect on May 1, 2023. The why behind the changes was communicated in the correspondence.
  
  Specific to *************************************, the Belco Lebanon branch team had proactively been in contact with ************************************* regarding the changes to lobby hours with appointment only access. The branch team informed ****** that he can call in advance of his visit to schedule his arrival to assure the branch lobby is staffed accordingly.  The branch offered to coordinate all future visits to best accommodate members, including **************************************
  
  With respect to the overdraft fee concerns, **************************** submitted a formal complaint regarding this issue through another medium. A written response was mailed to ****** on July 21, 2023.  Below are the details within that response.   
  
  Our assessment of this matter included a thorough review of ******* checking account. ****** opened his account on 08/24/2022, and at that time provided Belco with consent to enroll in Overdraft Privilege
  
  Extended Coverage, which pays overdrafts caused by any type of transaction, including one-time debit card transactions, for a $35 fee. When Overdraft Privilege is used, the $35 fee for the associated overdraft transaction is assessed at the time the transaction settles, or clears, the account. ********************** does not have a grace period before the fee is assessed. ****** was given Belcos Overdraft Privilege Disclosure at account opening which explains in detail how fees are assessed.
  
  The Overdraft Privilege Service associated with ******* account was also communicated to him on the following dates:
  08/29/2022 Reg E Opt-In Confirmation Letter was mailed to ****** at his mailing address: PO Box ***, Jonestown, PA, **********. This letter confirmed ******’s decision to enroll in Overdraft Privilege Extended Coverage.
  08/29/2022, 11/23/2022, and 02/21/2023 – ODP Enrollment Letters were mailed to ****** at his mailing address: PO Box ***, Jonestown, PA, **********. These letters served to remind ****** of his enrollment on Overdraft Privilege Extended Coverage and disclose the overdraft limit. Each letter also included a copy of the Overdraft Privilege Disclosure.
  
  On 07/12/2023, ****** authorized a $10.30 point-of-sale debit card transaction at ******** Super Center. At the time the transaction was authorized/settled, ****** had an available balance of $10.07 in the checking account which exceeded what was needed to pay the transaction.
  Because ****** previously consented to have these types of transactions paid with Overdraft Privilege if they exceeded the available balance, the ******** transaction was approved, and a $35 Overdraft Privilege Fee was assessed.
  
  On 07/12/2023 ****** made a request at the Lebanon branch for the fee to be refunded. The request was denied at that time because Belco refunded two fees to ****** within the past 12 months:
  10/30/2022 - $35 Overdraft Privilege Fee Refunded as a courtesy.
  12/01/2022 - $35 Overdraft Privilege Fee Refunded as a courtesy.
  
  During this interaction, the Lebanon Branch staff presented ****** with an option to decline Overdraft Privilege Extended coverage so that in the future, one-time debit card transactions may instead be declined for no fee if presented against an insufficient balance, vs. authorized and paid for a $35 fee.
  However, ****** did not make any changes to his enrollment during this visit.
  
  Belco’s policy is to provide members with one courtesy fee refund within a 12-month timeframe when requested. However, upon a second review of the request, we recognize that there may have been a misunderstanding of how Overdraft Privilege fees are assessed. We have made a one-time exception to the fee refund policy by returning the overdraft fee assessed on 07/12/2023.
  
  We hope that this resolution and letter clarifies that an Overdraft Privilege fee may be assessed for account shortages of ($0.01) and greater, and that there is no grace period before a fee may be assessed. We encourage ****** to review the Overdraft Privilege Disclosure for complete program details. He may contact our Overdraft Program Administrator directly at ###-###-#### or visit a Belco Branch with any questions regarding overdraft, if he wishes to make any changes to his enrollment.
  
  We trust this responds to the concerns of *** ************. If you have other questions, please feel free to contact me directly. Belco has provided a copy of this response to ****** ************.
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  ******* ** *******
  Vice President of Compliance
  
  cc: ****** ************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've been patiently working with ******************************* whom is a teller at the local Belco branch. They are the only one doing their job and I've no complaints about them. They helped me submit a loan application and today I've received a voice mail from ****** stating my loan was denied. A note on my loan application stating that I am more than willing to sign a legal binding document as well as furnish the paper providing information from my 401k account. Belco still refused to approve the loan and in doing so they are, I feel are in violation of their policy. They have the business statement that's plastered everywhere "Belco where we believe in you"

  Business response

  06/20/2023

  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by **************************************  According to your 6/14/2023 letter to Belco Community Credit Union, he had concerns regarding a loan decision.  I write this letter to give you more information about these circumstances and address the concerns of **************************************
  

  Our assessment of this matter included a thorough review of ******* loan application request submitted with Belco and the decision made.  There are multiple key factors when considering a decision for a loan application.  One of the most crucial factors is the members intent to pay,  which is evaluated by reviewing the credit report and how existing loans are paid.  The reason for denial for this loan was delinquent past or present credit obligations with others, no comparable credit, and high revolving utilization.  An Adverse Action Notice has been mailed to ****** that will list these reasons why Belco would not be able to extend credit at this time. 
  

  While this may not be the outcome **************************** wanted, if he has specific questions regarding the Adverse Action Notice and reasons for denial he can contact the credit union.
  

  We trust this responds to the concerns of *************************************. If you have other questions, please feel free to contact me directly at ************. Belco has provided a copy of this response to **************************************
  

  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  ***********************
  Consumer Lending Manager

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This needs immediate attention please! My car broke down and I needed a loan to get it fixed. I already had an existing loan with Belco and they are throwing a tizzy cuz I didn't pay that one off yet. I can help it my car decided to fail, I can only do what I can do and that ask for a loan to pay for the repair. They act like I'll never pay it back! Now I did as exactly as I was told by a belco representative and they said "show some positive payments and we will consider giving you a loan". So I went in and paid on the existing loan only for Belco to abandon me. Their slogan is "welcome to Belco where we believe in you". Yea it's pretty obvious they don't believe in me. I need this loan otherwise I loose my job and nobody gets paid. So how am I supposed to retain my job and pay them back without this loan. These people don't have much of a high iq to understand the severity of this situation

  Business response

  02/24/2023

  February 24, 2023
  
  Via secure file transfer portal to:
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:   ************************************* - Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by **************************************  According to your 02/16/2023 letter to Belco Community Credit Union, ************************************* had concerns regarding a loan decision.  I write this letter to give you more information about these circumstances and address the concerns of **************************************
  
  Our assessment of this matter included a thorough review of ******* loan application request submitted with Belco and the decision made.  There are multiple key factors when considering a decision for a loan application.  One of the most important factors is the members intent to pay that is reviewed by the credit report on how existing loans are paid.  The reason for denial was delinquent past or present credit obligations with others and escalating debt.  An Adverse Action Notice has been mailed to ****** that will list these reasons why Belco would not be able to extend credit at this time.
  
  If ****** has specific questions regarding the Adverse Action Notice and reasons for denial he can contact the credit union.
  
  We trust this responds to the concerns of *************************************. If you have other questions, please feel free to contact me directly at ************.Belco has provided a copy of this response to **************************************
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  *************************
  Consumer Lending Manager

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This bank is predatory overdraft fees. They will take sometimes $350 + a day. They show something pending but even if it is a hold they take the over draft. We have give 5k in fees this year. Thats more than 2 car payments with interest. We get our paycheck put in on Wednesday. With technology today, debtors now want to connect to your account via Plaid. So they say we get paid on Wednesday. The problem is, Belco does not realize the money until Wednesday afternoon but the debtors take the money Wednesday morning. We contacted that multiple times and showed them screenshots and they claim they do not do this. We have no issues with overdraft, and understand the feature. We have no problem paying them with an oops moment. But there is no need to charge overdraft for multiple 2 dollar charge and 98 cents. 1 overdraft fee would suffice and would serve them fine. Could take another few next day if needed. Other banks do not do this. Our friend at PNC gives a day to bring money in first before even considering an overdraft fee and they usually reimburse them anyways for those. They should refund us at least half overdraft fees from 2020-Present. We only noticed they started doing this post Covid. I have been customer since 1983 & many loans with them. They are doing cash grabs & it is sickening for a local Credit union to do so. I gave them a chance to make it right, however they were ignorant and told us we need to manage our money better even as my wife is active duty service member and I am a veteran.

  Business response

  01/31/2023

  Tell us why hJanuary 30, 2023
  
  Via secure email to:
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA 17102
  
  
  Re:    ***************************-Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by ****************************  According to your 01/24/2023 letter to Belco Community Credit Union, *************************** had concerns regarding overdraft fee assessments.  I write this letter to give you more information about these circumstances and address the concerns of ***************
  
  Our assessment of this matter included a thorough review of ******** accounts with Belco, and the design of Belcos Overdraft Privilege Service.  Any overdraft fees assessed to Jeffrey’s accounts were assessed in accordance with the Overdraft Privilege program.  *******’s accounts are enrolled in Overdraft Privilege Standard coverage.  This allows ******* to overdraft his account up to his Overdraft Privilege limit by check, ACH, recurring debit card transactions, and bill payments in ordered to pay a transaction.  When Overdraft Privilege is used, a fee of $35 will be charged for each overdraft paid. There is no limit per day on the total fees we can charge for overdrawing an account. When the Overdraft Privilege limit is met, subsequent check and ACH transactions presented against an NSF balance will be returned and a fee of $38 will be charged for each returned transaction.  Complete program information was last disclosed to ******* via email in October 2022.  In December 2022, Belco worked with the joint owner on *******’s account concerning a fee request.  At that time, Belco team members provided education on ways to avoid fees.  However, the joint owner on *******’s account did not want to make any changes.  ******* may call me directly at ###-###-#### to further discuss his request for a fee refund.
  
  Please note that Belco’s Overdraft Privilege Service has not changed as a result of the COVID 19 Pandemic.  The order in which items are posted, as well as overdraft programs, can vary by financial institution. ******* may request to discontinue Overdraft Privilege in its entirety by contacting us. Without Overdraft Privilege, insufficient funds items will be returned to the payee and/or declined at the point of purchase, unless Overdraft Protection is available to cover the item(s). The Standard Return Fee of $38  will be assessed for all returned items.
  
  We trust this responds to the concerns of ******* ******. If you have other questions, please feel free to contact me directly at ###-###-####. Belco has provided a copy of this response to ******* ******.
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  Beth T*******
  Fraud & Shares Manager
  
  cc:  ***************************
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi, i want to the bank to check on my account. It said I had money I used the money .the bank over charge. Over draft fee. I don't why the allowed me to that.

  Business response

  01/17/2023

  January 17, 2023
  
  Via secure email to:
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:   *******************************- Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by ********************************  According to your 01/09/2023 letter to Belco Community Credit Union, ******* had concerns regarding an overdraft balance and fee.  I write this letter to give you more information about these circumstances and address the concerns of ***************
  
  Our assessment of this matter included a thorough review of ******** checking account with Belco and her enrollment in Belcos Overdraft Privilege Service.  ******* opened her checking account on 09/28/2022, and at that time consented to Belcos Overdraft Privilege service with Extended Coverage.  On file we retain a copy of ******** consent form for Overdraft Privilege Extended coverage as well as letter that was mailed to her on 09/29/2022 confirming her enrollment.  With Overdraft Privilege Extended Coverage, we will pay overdrafts causes by checks,ACH transactions, bill payments, ATM, and debit card transactions, and assess a $35 fee for each overdraft we pay.  On *******s account, the Overdraft Privilege service was used to pay authorized transactions after the funds that she had available in her account were depleted in order to pay other transactions that she authorized.  A $35 fee was assessed for each transaction that we paid for her that resulted in an overdrawn balance.  ********************* contact us at any time to discuss the fee assessments and/or to make changes to her enrollment in the Overdraft Privilege service. 
  
  We trust this responds to the concerns of *******************************. If you have other questions, please feel free to contact me directly at ************.Belco has provided a copy of this response to ********************************
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  
  *************************
  Fraud & Shares Manager
  
  Cc: *******************************
  
  Tell us why here...

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Belco was the lienholder for my vehicle and I switched loan companies at the end of last year. Belco received the money to pay off the loan, but never released the title for my vehicle to the current lienholder, *** **** *********. *** **** ********* has been trying for four months to get the title and have not received it yet even after having multiple conversations with Belco. Belco states that they sent it over on Dec. 7 and it has not been received. My problem is that my car has been declared a total loss from a recent accident and my insurance company will not release the money without the title and I am not able to get a new loan to purchase a new car until my current loan is paid off. It is becoming a hardship on me because I need a car to get to work, so I am renting a vehicle which is expensive.

  Business response

  12/20/2022

  December 20, 2022
  
  Via secure email to:
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:    ***************************** - Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by ***********************. According to your December 19, 2022, letter to Belco Community Credit Union, *********************** had concerns regarding the title to her 2012 ***** ***** *******, VIN *****************. I write this letter to give you more information about these circumstances and address the concerns of ***********************.
  
  Our assessment of this matter included a thorough review of all documented communication regarding the status of **. ******'s 2012 ***** ***** ******* title.
  
  On July 3, 2021,**************** obtained a loan with Belco for the vehicle purchased directly through ***** ****** Auto dealership. Belco mailed a letter directly to *************** on September 21, 2021, advising that the title had not been received and to contact us with any questions Belco did not receive a response.
  
  On November 2, 2021, Belco received notification that the auto loan was paid in full and to release the title to ******* *********. Belco noted that the title had not been received yet from ***** ****** Auto and if it came in, to release immediately to ******* *********. It was also noted that, per PennDOT, they were running approximately 12 weeks behind due to work loads and staffing shortages.
  
  On May 16, 2022, ******* ********* contacted Belco and requested a “Lien Release Letter” in lieu of the actual title as it had not been received yet. ******* ***** promptly issued a lien release letter and mailed directly to their store located in Evansville, Indiana. The ******* ***** area did not hear any response from ******* after the initial contact on May 16, 2022, so we trusted that the title issue was resolved.
  
  On Friday, December 16, 2022, ******* ***** received an email from our Member Service area that member stated Belco was still a lienholder on the vehicle and that she needed the title right away.  This issue was investigated immediately, and ***** ****** Auto was contacted regarding the missing title. ***** ****** Auto stated they had assigned the title erroneously to ******* *** ******* Credit Union in Mechanicsburg, PA.
  
  As of Monday, December 19, 2022, ***** ****** Auto has agreed to contact ******* *** ******* Credit Union to advise them to release the title immediately to *** ****** at her ******** **** address.  Further communication regarding *** ******’s title must be directed to ***** ****** Auto as Belco is not the assigned lienholder at this time.
  
  We trust this responds to the concerns of ***** ***** ****** If you have other questions, please feel free to contact me directly at ###-###-####. Belco has provided a copy of this response to ***** ***** ******.
  
  Sincerely,
  Lauren N**********
  Loan Servicing Manager
  BELCO COMMUNITY CREDIT UNION
  

  Customer response

  12/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  
  

  I will also check with my current finance company, but to my knowledge none of this information was passed on during recent telephone encounters between Belco and *** **** *********. 

  
  

  I do remember the communication about the title back in September 2021 when I told them that I didn't have the title and I had heard nothing further, so I thought it had been taken care of. 

  
  

  Thank you for your timely resolution and I will direct any further questions to ************** Auto Sales if I do not receive the title.

  
  

  I would also like to mention that I did not say that Belco was still the lienholder on December 16, 2022. I had called inquiring about the title since they were no longer the lienholder. There may have been some miscommunication during that encounter.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a charge-off on my credit report from Belco Community Credit Union. Per belco the account was open July 2015, the account is currently closed and the status is a Charge-off that was made Nov. 2016 of $236. I have asked to settle the debt since it has been almost 7 years. I am willing to negotiate an amount with Belco to pay it, and a letter is sent to me by Belco stating the amount agreed and that this charge-off will be removed from my credit report when it is paid fully.

  Business response

  12/20/2022

  December 20, 2022
  
  Via secure email to:
  Better Business Bureau
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:    ******************************* - Consumer Complaint
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by ********************************  According to your 12/16/2022 letter to Belco Community Credit Union, ******************************* had concerns regarding a charged off loan on her credit report and wanting to settle the debt.  I write this letter to give you more information about these circumstances and address the concerns of ********************************
  
  Our assessment of this matter included a thorough review of ******************************* loan. A signature loan was taken out for $1,000.00 on 7/25/2015. This loan was paid late more than 30 days as of 4/24/16 and was not brought current. It was turned over to a third party Collection Agency,  ***************************** (***),on 8/3/2016 and this loan was charged off on 10/25/2016. When a loan is turned over to a third party collection agency, a fee of 25% of the assigned balance is added to the loan balance. A payment of $25.00 was paid to *** on 2/24/17. To date, *** has not been paid in full for this debt. The balance owed to *** is $322.29. ******************************* is able to pay this amount to Belco Community Credit Union or mark to pay this debt in full. Once this has been paid in full, Belco Community Credit Union will mark the credit report Paid in Full, was a Charge Off.
  
  We trust this responds to the concerns of *******************************. If you have other questions, please feel free to contact me directly at ************. Belco has provided a copy of this response to ********************************
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  
  ***************************
  Collections Manager
  
  Cc: *******************************
  

  Customer response

  12/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I spoke to ********************* and they do not have this information. It says I owe $236 not a payment over $300. The amount that you have given is incorrect, it seems that nobody has an accurate amount that I supposedly owe. ********** ****** has no information on how much I owe nor do Belco. With all respect I believe that I am being given the wrong information. I would like a copy of my original personal loan information and how much I owed WITHOUT the added amount that you seem to be telling me which is fraudulent. 
  
  Regards,
  
  ***************************
  

  Business response

  01/03/2023

  January 3, 2023

  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by ******* ******. According to your 12/28/22 letter to Belco Community Credit Union, ******* ****** had concerns regarding the balance owed on her charged off loan with Belco Community Credit Union that was turned over to ********** ********** ******* (***) for collection. I write this letter to give you more information about these circumstances and address the concerns of ******* ******. 

  Our assessment of this matter included a thorough review of ******* ******’s concern regarding the balance owed. The amount showing on *** ******’s credit report of $236.81 would not include the fees owed to ***. The amount placed to *** on 8/3/2016 was $277.83. The fee added to the balance by *** was $69.46 bringing the total amount due to *** to $347.29. A payment was made to *** in the amount of $25.00 on 2/24/17 brining the amount due to $322.29. *** does have record of *** ******’s account and can provide accurate information on the balance due. The amount due without the fee is $252.83 however, this will not satisfy *** ******’s account as paid in full as there would still be an unpaid balance owed. The amount to pay the account in full and to have the credit report reflect “paid in full- was a charge off” is to remit the amount of $322.29 directly to *** or Belco Community Credit Union. We have included a copy of the loan documents as requested by *** ******. 

  We trust this responds to the concerns of ******* ******. If you have other questions, please feel free to contact me directly at ************. Belco has provided a copy of this response to ******* ******.

  Sincerely,
  BELCO COMMUNITY CREDIT UNION

  Brandi K******
  Collections Manager

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to reach out to Belco and nobody seems to be capable or competent to reach out to me. I have two unresolved issues. The first, I wish to be compensated for replacing my tire. I took out chunks of sidewall due to how I have to park in the ATM drive thru. My next issue being they locked my debit card for no justified reason! It's my money and I demand my card be unlock or replaced immediately! I don't have time for these petty nonsense games. They have the capability to print a new card and I will be going to the branch near me to have it replaced first thing after they open. My only assumption as to why the card may have been locked is for days I've been harassed by a robot claiming to be from Belco and I answered once but hung up assuming it was fraud. It was *************** number that called asking for very personal information that could compromise my account! Like I'm going to give that over the phone to a robot! What also have me offended is that ******* *** ****** ***** never played these games with me. If they suspected fraudulent charges a human called me! And they most certainly did not lock my card! I have to pay mechanic tomorrow what am I supposed to tell them, oops sorry I can't pay you my bank rudely cut my card and I won't have money til....

  Business response

  10/07/2022

  October 7, 2022
  
  BBB Serving Metro Washington DC and Eastern Pennsylvania
  Cynthia Cameron
  1337 North Front Street
  Harrisburg, PA  17102
  
  Re:    Consumer Complaint ******** -  *************************************
  
  Dear ******************:
  
  Thank you for allowing Belco Community Credit Union an opportunity to respond to the concerns shared by **************************************  According to your 09/28/2022 complaint to Belco Community Credit Union, ****** had concerns regarding his debit card being turned off and damage to a tire he incurred while in our Belco branch parking lot.  I write this letter to give you more information about these circumstances and address the concerns of *****************
  
  Our assessment of this matter included a thorough review of our handling of the matter. *************************** was contacted by **** ****** fraud a third-party fraud monitoring company that manages fraud in real time. Belco Community Credit Union has a contract with **** ****** Fraud Prevention Service who monitors our cardholders' usage and flags transactions that may be considered fraudulent. With the ****** Fraud detection system the member will receive continual monitoring of their card activity to help identify and prevent fraudulent transactions in their account. A transaction that was considered high risk scored high or exceeded Belco Community Credit Unions threshold for fraud. We utilize the third-party monitoring company as they are able to catch fraud any time day or night. If ****** Fraud Prevention Service believes there is suspect activity on a members account, ****** will contact the member directly to verify transactions on their Belco **** card.
  
  If ****** is not able to reach the member directly they will leave a voicemail with a call back number to verify transactions with on their Belco **** card, or they may block the members card to prevent additional fraudulent charges. ******* 24/7 toll-free number is ************. ****** will the members identity, but they will never ask for card numbers, expiration date of cards, or the security code on the back of a card.
  
  The potentially fraudulent transaction that **************************** experienced was at 8:49 PM on September 26th 2022. **************************** was contacted September 27th at 1:16PM where ****** Fraud left a voice message. ****** called and left 2 additional voice messages. The reason it was deemed high risk is because the transaction was from Australia. **************************** has been a member with Belco for a little more than a month when the transaction happened our fraud monitoring system is still learning his spending habits. **************************** has received a new card at the branch on September 28th 2022.
  

  ****** also indicated he incurred damage to his tire and had to get it replaced.  The credit union is not liable due to PA insurance laws, in addition our drive through lanes are designed to acceptable architectural standards and approved and regulated by the local municipality, However, we have chosen to reimburse for $92.58 for the cost of a replacement tire because we value **. ************* membership.  The reimbursement deposit was placed in **. ************* account on October 3, 2022.
  
  We trust this responds to the concerns of *************************************.  If you have other questions, please feel free to contact me directly at **************.  Belco has provided a copy of this response to **************************************
  
  Sincerely,
  BELCO COMMUNITY CREDIT UNION
  Melissa T*****************
  Melissa T**************, VP of Compliance
  
  cc:  *************************************

*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. ↩