Complaints
This profile includes complaints for Telhio Credit Union Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:01/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:01/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 ProtectionInitial Complaint
Date:12/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid off my 2016 Chevy Trax and now Telhio is trying to say I have an account from 2010 that was included in my divorce and Bankruptcy 2016. They claim they can not release my title or lien on the vehicle.Business Response
Date: 12/19/2022
************8
I am responding to your Better Business Bureau Complaint filed December 1, 2022, regarding the release of your title to your 2016 Chevy Trax. After researching your complaint, the notes on your account indicate that a lien release was filed on line with the Bureau of Motor Vehicles December 2, 2022. In addition, a paper title was also mailed to your address on Butternut Ridge the same day. If you failed to receive the paper title that was mailed, you may also visit a local Bureau of Motor Vehicle and obtain a replacement title.
Sincerely
****** ********** **Asset Protection
Telhio Credit Union
Customer Answer
Date: 12/27/2022
BBB called the consumer using an automated calling system. The consumer replied with a text message with the number 1 indicating that their complaint was resolved and could be closed
Initial Complaint
Date:12/01/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tired of BAIT AND SWITCH DECEPTIVE MARKETING TACTICS. I've been a loyal customer of Telhio Credit Union since 1994. I have financed several vehicles over the years making Telhio tens of thousands of dollars in interest.
Telhio has been active in gaining my business through several marketing techniques, whether they're emails, snail mail, ads on their webpage, etc. Telhio has offered to beat competitors interests rates as a form of retaining business as well. I've taken advantage of that offer.
On Nov 16, 2002 I received an email from Telhio titled "Just a reminder – your pre-approved offer ends December 31, 2022" Within this email Telhio stated they had an Home Equity Loan offer with an interest rate of 5.25% and term of 120 months. I have a top tier credit rating.
The email had a unique code to enter after clicking on a link to accept the offer. The Telhio webpage asked for the normal personal information regarding income, identification, etc. you see in an application for any other loan. I entered that information. There was an area where I entered the amount of the loan requested and then the webpage allowed me to select one of three auto-filled interest rates and terms, including the one that was in the email.
I decided to call Telhio and speak to someone in the loan department about the offer. There was silence at first and then a "Yeah, we wouldn't be able to provide that interest rate anymore. I'm not sure why we're still sending these emails out, that was a rate from back in September."
How is it a financial institution, who can, in a matter of seconds, put a hold on your money not be capable of sending a up to date email offer with correct rates in it?
Prime rates changed on 11/3/2022, this email was sent nearly two weeks later. We have the technology for financial institutions to make accurate offers and honor them. Telhio simply chooses not to use them, but instead use the classic bait and switch tactic. No callback as requested, either.
Business Response
Date: 12/05/2022
**************************************
On behalf of Telhio Credit Union, I am sorry that your experience with us didn’t meet your expectations. I have reviewed both the initial offer we sent to you and your home equity loan application dated November 30, 2022.
To provide some background on this offer, Telhio recently began extending, unsolicited, credit based, pre-approved offers to our members who meet our underwriting criteria. These offers are sent out four times a year with the initial disclosed interest rate determined at the time the offer is sent. While the pre-approval is honored for the term of the offer, the interest rate is subject to change based on current market conditions and only ‘fixed’ upon application. In your case, interest rates did in fact move upward in the roughly 45 days between your initial offer and your application.***** ** * **** ** *** *********** ** **** ******
**** ****** ***** **** *** *** ** ****** ***** ** **** ****** *************** *** ****** ** **** **** ****** ***** ********
************** ****** ******** ***** ******* **** ****** **** ****** ** ******** ******* **** ****** **** ****** **
********* ******* ******** * ******** **** ** ******* ** ***** ***** *** **** **** ** ******* ******** ** ******
*** ****** ********* * **** *** *** ** ****** **** **** ** ******* ***** ** **** ** ***** ***** ***** ** *********** *****
******* ** ** ********* *** ***** *** *** ******* ** ****** ***** ** ****** ********** *** ******** ************ ***********
******** ********* ** ********* ***** ********* *** ** ********* **** ****** **** ******** **** *** ***** *********** ******
****** *** ** *** ******** ***** ** ** ** ******** ************** *********** ****************** ********** ******* **
********* ****** ***** **** *** ***** ** ******** ****** ****** ***** **** ****** ****** ********** **** ** * **** ******* **
********* ******** ***** **** *******
Sean, we appreciate you being a valued member of Telhio Credit Union since 1994, and we’d very much like this experience to end on a high note: As such, I am authorizing a rate reduction of - 0.75% to the rate for which your home equity loan application qualifies. (We will be able to provide a specific rate after we review your application.) If you are interested in completing the application process, please provide authorization to Telhio Credit Union to review your credit and we will be happy to assist you.
Thank you.
***** ******
VP of Consumer LendingInitial Complaint
Date:09/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
First I am a new customer and only been with the bank 2 months. My issue is not that they charge over drafts, but with the lack of anyone telling and showing me how/when/notify and optima I have. Like if you overdraft Mr. Customer you will see it as a charge of the company you engaged with last. And it will be labeled shopping on our app. Why??? It does not state it is a fee anywhere within my account, how would I know? I
This started with a call into customer service as I was confused on these 35 dollar charges that were listed as charges by paypal and instacart (the like) I enraged their customer service first and they claimed they knew nothing of the charges. So I called you the CU to files a fraud charge.
The customer service lady said “oh yeah we know it is confusing, but those. Our our premium OD Fees” what the is that? I have no idea.
They have charges me 21 times in 2 months even when the charge was refunded, fell off or sent back. Also when I had money in. My savings.
No notifications what so ever, text, email or mail.
They have offered to refund 3 of the 21, I did not accept as if you are wrong, you are wrong. If not then don’t pay me anything. But I know you all know this is shady.
I expect a full refund and a proper review of their policies . I most likely will end the relationship and close the accountBusiness Response
Date: 09/26/2022
Dear Mr. *******,
It has come to our attention that you have questions and concerns regarding recent overdraft fees that have been charged to your account. We take your concerns seriously and would like to address how Telhio Credit Union (hereinafter “Telhio”) handles overdraft fees in relation to your Basic Checking Account. Furthermore, your correspondence to us through Online Banking suggested that you had hired legal counsel (*** **** ***** – ###-###-####), but when we attempted to reach out to *** **** *****, they advised that they are the insurance carrier only and not the firm that is representing you. If you do, in fact, have legal representation, please forward their contact information and we will direct all future correspondence to them.
On July 14, 2022, you submitted your application for membership with Telhio and indicated that you wished to open a Share Savings Account and a Basic Checking Account. As part of the account opening process, you were required to sign and acknowledge several documents.
On July 20, 2022, your membership was granted and Telhio sent you a packet of documents for your review and electronic signature (through Docusign). You were provided with a copy of the Consumer A9 Overdraft Security Protection Election Form, for which you authorized Telhio to pay overdrafts on your ATM and everyday debit transactions. A copy of the Consumer A9 OSP Election Form is enclosed.
Additionally, you were provided with and acknowledged receipt of our Membership and Account Agreement, the Funds Availability Policy and Telhio Fee Schedule (copies of which are enclosed for your records). Section 13 of the Membership and Account Agreement provides a detailed explanation of how transactions are posted to your account and how the overdraft process works.
The first overdraft fee that was charged to your account occurred on August 21, 2022. The August 2022 Statement lists the fee as: “Premium OD Usage Fee.” The line item on the statement also references which transaction the fee applies to (in this instance the fee was incurred for the August 21st Point of Sale withdrawal referencing “**** ********** *** ********** ****” transaction for $75.00).
Your messages to us through Online Banking referenced a transaction that occurred on September 4, 2022 detailed ***** ***** ***** in the amount of $49.00. This transaction triggered an overdraft fee in the amount of $35.00 on that same date. This is because at the time you conducted this transaction, another transaction was processed in the amount of $249.00 payable to “*** ********** ******” These transactions, along with a card hold in the amount of $33.87 payable to “****** ************ **** was pending release (as of September 3, 2022 at 10:50AM), caused your available balance to be insufficient to cover your purchases. Section 13c of the Membership and Account Agreement details how the available balance is calculated:
Since August 21, 2022, you’ve incurred a total of 25 overdraft and/or insufficient funds fees, resulting in a total deduction of $875.00. You will notice that on each of your statements, there is a box that details the overdraft charges applied to your account:
A review of your online banking access shows that you signed up for text message alerts for insufficient funds on September 2, 2022, which is why you did not receive any alerts prior to that date.
Because Telhio values you as a member, and in an attempt to resolve this matter, Telhio will refund you 13 overdraft/insufficient funds fees to the total of $455.00. This will resolve any negative balance in your account.
If you should have any additional questions regarding the status of your accounts, please contact us at ###-###-####.
Sincerely,
******* ******* ****
Vice President of Compliance
Telhio Credit Union
Customer Answer
Date: 09/26/2022
these are two separate issues. Also the issue is not with the fee, it is how you are reporting them and mask them as charges by other companies. Thank you for refunding my account, but you continue to charge me when I asked to not be allowed to overdraft.
Regards,
***** *******Initial Complaint
Date:08/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Upon opening an account with Telhio Credit Union we were told as long as we kept 300 or more we would not be charged a monthly checking fee… we were not notified by mail that they was charging a dormant fee monthly until all funds were gone…The only mail received monthly was our credit card statement… not anything involving checking or savings account.. we went into Telhio last week to close the checking account and at that point that Telhio stole all funds due to it being a dormant account….We have other credit unions that has never took our money due to inactivity… this is wrong doing by not sending us notification of fees being taken out…Business Response
Date: 11/08/2022
RE: BBB
Complaint of ******* ******
To
whom it may concern,
We
are in receipt of the complaint filed with the Better Business Bureau on 8/24/22
by ******* ******.
In
reviewing the account ending in ****, we show that it was closed for inactivity
on 5/31/22. The last transaction on the account was posted in May of 2019.
A
loan ending in **** was paid off on 8/26/2019, and excess funds were placed in
the savings account.
That
month, a checking account was also opened. The basic $6.00 checking fee was
assessed in September - all fees are outlined in the new account documents.
Another
fee checking fee was assessed in October 2020 for going below the minimum
balance required.
The
basic checking fees reduced the checking account balance to zero in December
2020. There were
some
tax product deposits that were withdrawn immediately and the basic checking fee
was applied to
the
small balance of $71.65 starting in April 2020.
In
March of 2021, the checking account started receiving an inactivity fee in
addition to the basic checking
fee
due to lack of activity and not keeping the minimum balance required. In April
2021, the inactivity fee
was
then deducted from the savings due to no activity and a zero balance in the
checking. All accounts were closed in May due to inactivity and no balance.
Paper
statements were mailed to the address on file up to 09/09/19, when the member
registered for E-Statements. At that time, all account communications would be
sent electronically. Due to that request,
she
would not have received any communication via mail. Please note that all fees
are outlined in the new
account
agreements that the member would have received and signed at account opening.
We are happy to provide the member with her account opening
documents. Please don’t hesitate to reach out if
you have any questions.
Sincerely,
Telhio Credit Union
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