ComplaintsforTelhio Credit Union Inc.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a notice via mail late 2023 TELOHIO (formerly Columbus Metro) of a *** being withdrawn from my IRA *** The *** check was never received.

  This Spring (2024) I received blank forms for *** withdrawal which caused me to inquire in person at the ***************** branch August 2024. The Assistant Manager (female) took my information via the teller as she was at lunch and would be calling me that afternoon. The call was never received. I called the TELOHIO *************) customer service number providing once again my contact information, no call received.

  Following a trip out of state last week, I asked my husband to call as a follow up, he waited 35 mins on hold to finally be transferred to a contract overflow call center. My husband spoke with supervisor (****) of the call center who explained they have limited access to accounts and would forward our request for telephone call back.

  Getting online, there is NO corporate contact numbers for TELOHIO. Not sure if our deposits are protected or in jeopardy.

  Please inquire for me and apparently other depositors.

  

  Business response

  09/09/2024

  September 5, 2024
  
  *************************
  **********************************************************************************
  
  RE: BBB Complaint# ********
  
  
  Dear ******************,
  
  Telhio Credit Union values your membership and thus reviews all feedback to help enhance your member experience.
  We apologize for the service and lack of follow-through after visiting our Reynoldsburg Branch regarding your RMD contribution form.
  
  Per our conversation today you have been working with ********************* our IRA ********** to resolve your concern and agreed at this time there is no further assistance needed. I have provided my direct contact information for any future service issues or concerns so we may continue to improve our processes and efficiencies to help build your confidence in us when it comes to your banking needs.
  
  We appreciate you and thank you for your membership.
  
  Sincerely,
  
  *********************
  VP of Member Service .

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My telhio accounts were recently closed out without my permission or contact. I called and spoke with a represenative today who informed me on what happened and why. Apparently there was an attempt to withdraw funds from the account when it didn't have any. The credit union charged my account for insufficient funds, they closed the account and took my CD to pay the balance. I have since moved and haven't set up my forwarding address ass of yet. The funds are probably lost in limbo until this is corrected. Is there anyway I can get $85 back that was taken out of my CD?

  

  Business response

  07/18/2024

  *********************
  
  RE: BBB Complaint ******** Dear Mr. ******,

  
  I am in receipt of the Better Business Bureau (BBB) complaint you filed on July 10, 2024 regarding the closure of your account(s). For your records I have enclosed a copy of your transaction history for your checking account ending in ***** as of January 1, 2024 through the account closure date of July 9, 2024.
  
  In reviewing your transaction history over the 6 month time frame, you can see that your account has often been overdrawn beginning in March 2024 and subsequently brought to a positive balance. Transactions that caused your account to overdraw were completed using your debit card. On May 18, 2024 your account was overdrawn -$13.96. Once your account is overdrawn for 45 days it is written off as a loss and reported to **** *******. On July 8, 2024 your account was overdrawn -$85.94.

  Instead of charging off your account and reporting it to **** *******, this amount owed was withdrawn from your CD to payoff the overdrawn checking, and as a result all accounts were closed due to mismanagement. A check for the remaining balance in your CD account was then mailed to your last known address of record. If you have not received this check, please contact our Call Center at ###-###-#### to begin the process of having a stop payment processed, and a new check issued.
  
  Should you have any questions regarding the above closing process or timeline, please contact us direct at ###-###-####.

  ****** *********** VP Asset Protection

  Customer response

  07/18/2024

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Vehicle loan was paid in full on February 5, 2024 by Hugh White Honda in the amount of $9,003.09. I telephoned Telhio on February 5, 2024, to verify loan was paid in full. I then spoke with Cheryl at Telhio on February 15, 2024, who indicated she would mail me documentation stating the loan had been paid in full. I have received NOTHING as yet. I telephoned again on March 22, 2024, spoke with Cody Chapman requesting same documentation.

  

  Business response

  03/27/2024

  ***********
  Dear ******,
  
  We are in receipt of your complaint with the Better Business Bureau submitted on 3/22/2024. After reviewing the details of your inquiry with the BBB, Telhio has determined the following:
  
  Our records indicate you have been mailed a payoff letter on 3/22/24. You should receive this letter in the mail soon. Please let us know if you do not receive it or have any additional questions.
  
  Thank you,
  
  Telhio Credit Union

  Customer response

  03/28/2024

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A fraudulent loan was taken out from Telhio in my name for $9,490. Telhio has acknowledged the fraud but has NOT removed the balance from my credit report. I have called and emailed Telhio over 10 times. Telhio claims they have cleared my credit report, but they have not.

  

  Business response

  01/05/2024

  *************
  Dear Mr *******
  I am in receipt of the recent complaint you filed with the Better Business Bureau (BBB) regarding a fraud loan that was opened in your name with Telhio Credit Union. 
  
  As a victim of fraud, we can understand the effort you put forth in resolving this matter and having it removed from your credit.  As part of our fraud investigation process and its conclusion, Telhio submitted an electronic file to all credit reporting agencies on August 16, 2023, instructing them to delete the tradeline due to the identified fraud.  I have included a copy of this transmission to the credit reporting agencies for your records. 
  
  On November 29, 2023 you sent an email providing a screen shot of your Credit Karma report as evidence Telhio is reporting the fraud loan to your credit report.  We attempted to call you to make you aware of our previous notification to all credit reporting agencies and left you a voicemail.  However, to provide further clarification, Credit Karma is not a credit reporting agency, and therefore would not receive a copy of the electronic submission sent in August to all credit reporting agencies instructing them to delete the tradeline.  You may provide Credit Karma a copy of the E-Oscar transmission (mailed to you) so they may update their records.
  
  Should you have any further questions, please do not hesitate to contact me direct at ###-###-####.
  
  Sincerely,
  
  ***** ******
  Fraud Investigator
  

  
  

• Initial Complaint

  11/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Telhio let someone take 53000 out of my account over a three month period of time. When I first confronted them about it they said wow that’s obvious isn’t it don’t worry you will get your money back. So I went thru the process spoke to the fraud department and they said we will let you now the outcome within 45 days. Well it happened in march April and may and now it’s thanksgiving. I was building a home and I’m on disability and that was the last of my money. I’m now living in my moms garage broke and don’t know what I’m gonna do. My house obviously stopped getting built so I’m screwed. Please help me figure out what to do.

  

  Business response

  12/04/2023

  Mr. *******,
  

  Thank you for your message.  After reviewing the details of your inquiry with the Better Business Bureau, Telhio has determined the following:

  On June 16th, 2023, a debit card dispute was filed regarding transactions that were reported as unauthorized.  The dispute remained an open case for a period, as Telhio attempted to contact the primary account holder to gather details surrounding the dispute.  After ten days, a debit card dispute investigation was concluded.  With no response to the pending dispute items in question, the investigation was closed.  

  Please let us know if you have any further questions.

  Thank you,

  Telhio Credit Union

  Customer response

  12/13/2023

  I absolutely did talk to the fraud department after receiving a letter asking to do so and after responding I was told that he still had more to do and the case was still open. After that I called multiple times leaving messages and no response was received. I then sent emails where he replied that he tried to get ahold of me and I said since he seems to not be able to get ahold of me then let’s do this thru email in which I never received another response. A letter was sent to get ahold of him but a letter couldn’t be sent to let me know a status I guess. Well my account was restricted so no more got taken while disputing the charges. I couldn’t even see my account statements then I went to the bank a week ago and they let another 3000 go to the same people that I was disputing charges with. No one has contacted me after the original letter asking to contact in which I did so and was told that they were still investigating. I will be going to the news fbi and I’m already talking to a lawyer. I could not believe even after restricting my account disputing the charges they still let 3000 more go leaving me  negative 150 in my account 15 days before Christmas. My number has never changed it’s the same number the bbb used to contact me so this is false. 
  Regards,
  
  **** *******

  

  Business response

  02/14/2024

  Mr. *******,
  
  After review of the submitted dispute concerning your Telhio debit card, it was determined that transactions authorized during the time in which the disputes took place were done so with either a PIN number presented, or a tokenized authorization, indicating that the card was presented using an authorized mobile device.
  
  PIN numbers, and the ability to tokenize, are specific to the cardholder and should only be used by the cardholder.  As a result of this, funds cannot be awarded in the case of dispute if this information is given to another non-cardholder for use. 
  
  For additional information, it is recommended that you review the VISA debit card rules.  You may do so by visiting ******************************************************
  Thank you,
  Telhio Credit Union

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  7-4-23 I have been mailing my payments to Telhio.

  Telhio said I was mailing to the wrong address. So they gave me 3 different addresses. That wasn't working, they couldn't find my payment.

  So I started paying by phone. Then I got a late charge when it was actually on time and paid when it was due. They didn't have my payment. Then they found it.

  I made 8-4-23 payment over my phone for $175. Telhio entered as $90. I drove to the Worthington Office. They could not find anything on my payment. No one had an answer for me the figures don't add up to me.

  I need this explained to me & documentation on paper of my payments to them. Because what they are telling me is not adding up. As a matter of fact no one has answers. For right now they show me payments are up to date. But this has happened several times & is very upsetting.

  

  Business response

  09/25/2023

  Our team followed up with the member on September 6, 2023, via phone regarding his complaint. At that time, all we were able to address and resolve his concerns. Mr. ***** had also reached out to the BMV to close the complaint. 

  Customer response

  09/29/2023

  [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 accept the business's response to resolve this complaint.
  

  Regards,
  
  ******* *****

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $105 in overdraft fees and only refunded $70 dollars.

  

  Business response

  09/05/2023

  To whom it may concern:

  A total of $105.00 for 3 Overdraft Service fees, in the amount of $35.00 each was assessed to the account. These fees were for clearing 3 Point of Sale transactions on 8/28/2023.  Deposits to the account were credited on 8/29/2023. Member contacted institution to inquire about fees charged, $70.00 was refunded as a one-time courtesy .  Upon further review an additional $35.00 fee will be refunded as part of the one-time courtesy.

  Thank you,

  Telhio Credit Union

   

  Customer response

  09/06/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *****

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit union saying I owe them for a home equity loan from 1999. Went through bankruptcy 2005 till 2009. Now 14 years later with no contact they want 27,000. To be able to close on my home.

  

  Business response

  06/20/2023

  *******************
  
  After researching your billing dispute regarding your Home Equity loan, it was determined there remains an outstanding unpaid balance owed in the amount of $27,096.12. Your original mortgage loan was for a term of 20 years.  Your arrears were paid through your Chapter 13 plan and your loan was contractually current at the time of your bankruptcy discharge in 2009.  After the bankruptcy discharged you stopped making payments on your loan and because of your bankruptcy, we were unable to contact you about the debt which is secured by a mortgage on your home. 
  
  You asked us to accept a settlement on your balance owed and after reviewing the Settlement Statement for the sale of your house it was identified that you are granting a gift of equity to your son in the amount of $27,250.00.  In addition, you are receiving cash from the sale, in the amount of $23,348.50. We have provided a payoff statement to your settlement agent and you can move forward with the sale of your home.  

  Customer response

  06/21/2023

  I have never received any kind of communication from ***** ****** ***** which is now Telhio. Which after my bankruptcy I never was able to confiscate with the credit union. I never received anything from them period. I have offered to pay the principal off so we can get this completed. I NOT RECEIVING ANY MONET FROM THE SELL OF MY HOME DUE TO THE HOME NEEDING SOME REPAIRS WHICH IS WHT MT SON IS ASKING FOR MORE MONEY FOR THE LOAN TO GET THIS COMPLETED.   

  YES I HAVE GIFTED MY SON EQUITY DUE TO HIM BEING A SINGLE FATHER RAISING HIS SON. BUT THERE IS NO MONEY BEING GIVEN TO ME. 

  SO I FEEL THAT THEY COULD AT LEAST MEET ME IN THE MIDDLE ON THE INTEREST OF THE LOAN. FURTHER MORE THE CREDIT UNION IS USING INFORMATION FROM MY BANKRUPTCY WHICH WAS WAY BEFORE THEY AQUIRED THE LOAN. STATING THEY LOST MONEY IN MY BANKRUPTCY WHICH THEY TOOK OVER IN 2016.  IT WAS THE FAULT OF CHACO FOR NOT COMING AND GETTING THE VEHICLE AND SELLING IT.  THEY COULD OF SENT LETTERS OF THE CURRENT LOAN PLUS OTHER THINGS THAT COULD OF BEEN DONE TO AVOID WHAT HAS HAPPENED. I FEEL A FAIR THING IS TO MEET ME IN THE MIDDLE OF REACHING AGREEMENT OF 20,000. AND ALLOWING THIS TO BE COMPLETED. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a previous member of the ******** ***** ******* ****** ***** and had a Visa card with them. Within the past few months they were bought out by Telhio Credit Union and I have since been issued a new Telhio Visa card and the balance from my old card has been transferred to the new account. My problem is, the old ******** ***** Visa balance is still showing on my credit report. I have contacted Telhio’s Card Member Service department to correct, however they don’t seem to understand the problem. The response was it was investigated and found to be valid. The Telhio Visa card is valid, but not the ******** *****, they no longer exist due to the buyout. I now have double the amount owed on my credit report now and it is affecting my overall credit score. I’ve also visited the local branch in Reynoldsburg and told a ticket was put in and I would be receiving a call, I haven’t received any call yet. The ******** ***** balance needs to be deleted from my credit report.

  

  Business response

  03/03/2023

  
  Telhio is aware that several members have experienced a credit reporting error as a result of a purchase of a credit card portfolio, formerly owned by ****  On September 16, 2022, credit cards were sold to **** ********* ******** on behalf of Telhio.  A reporting error from previous vendor, ***, has resulted in credit card balances being duplicated by both vendors.  Telhio is working to rectify the issue with *** to correct this credit reporting issue.  We apologize for any inconvenience this may cause.
  
   

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a recreational vehicle loan for the camper which I live in. I am experiencing a financial hardship as I was let go from my job as I had Covid.

  The fine print on the loan agreement reads: "if the loan is younger than six months it does not qualify for a hardship extension". 

  I don't think that's fair because regardless of when a loan is taken out, you cannot anticipate when you may have a financial hardship. The clause doesn't make any sense to me. 

  I spoke to a collections supervisor on the second shift who was unreasonable and insensitive and threatened me with a repossession if I didn't pay immediately over the phone. She said: "Are you going to make a payment over the phone or should I proceed with repossession?"

  I have procured a new position, and anticipate being able to make a payment before the end of the month. 

   

   

  

  Business response

  01/13/2023

  Dear Mr. ********,
  
  On behalf of the team at ******, I am sorry that you had an experience with us that didn’t meet your expectations.
  
  I am in receipt of the above referenced complaint you filed with the Better Business Bureau on January 5, 2023 regarding your camper loan.  My understanding is that you are experiencing a financial hardship due to COVID, lost your job as a result and feel that you should qualify for hardship assistance.
  
  To summarize, please review the timeline of communication regarding this matter:
  
  March 21, 2022 – Account was opened with ******.
  December 6, 2022 – A collections representative spoke with the co-signer who advised us that they would have you contact us regarding the past due payment.
  December 7, 2022 – Payment arrangements made for December 16th.
  December 20, 2022 - Spoke to account owner to make additional arrangements when 12/16 payment was not made.
  December 27, 2022 – Payment was made by phone, which brought the loan due for December 20, 2022.
  January 5, 2023 - You spoke to a collections representative and let us know that you were unable to make a payment. You were advised at that time that we could work with you, giving you more time to make your December payment. A new payment date was set for January 27, 2023. At that time, the representative made you aware that if you were unable to continue making payments on the loan, you could surrender the unit.
  
  My role is to make our members feel that we are doing all that we can to help. I can certainly understand your frustration, and after review of the situation, I want to reiterate that our goal is to always work with you to resolve delinquency, and get your loan back on track. While we cannot offer a skip-a-pay option in this particular situation, we do have repayment options available to assist.  Please contact my office today at ###-###-#### for further assistance in this matter. 
  
  Thank you for the opportunity to serve you.
  
  Sincerely,
  
  ****** **********
  VP Asset Protection

*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. ↩