Client Review on Bellco Credit Union Corporate Office

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I rarely leave poor reviews, but jeez, Bellco's internal processes always seem to be a mess. I knew this from a few years ago when I got a car loan, but they have only gotten worse. When I got my HELOC, there was a bunch of confusion, that took hours to hammer out. They instituted a new online banking portal with a number of glitches. I was like what the heck is going on with my account, so after a number of calls and confused reps, it was determined to be "just confusing" and "a glitch". Also, every time I tried to see my statement, it errored out. This happened in both IE and Chrome. I never got an answer for that. Now they instituted new security measures, and yes security is extremely important, but their processes are a mess. Their new measures, in comparison to my other banks' heightened security, seem poorly thought out. For example, it asks for "any of your account numbers" when you want to reset your password. Seems simple enough, but it wouldn't take my checking account number. I called and the rep said "when that happens, you should try one of your other account numbers" This is concerning, as it seems like a vague solution to a problem they shouldn't have. The only other account number I have is for a loan. I've had paperless billing for this loan for a long time, so the only place I have the account number is in storage an hour away. The only other option I have is to go into a branch. I am out of town a lot and for long periods of time. I asked the rep, "What is your process if I was out of town?" and she had no answer for me. Bellco's lack of attention to detail with their new web portal and continual display of poor process really makes me question what's going on that we don't see. Again, I know security is super important, as well as a good website. I'm glad they are upping their game, but other banks and CUs seem to do a much better job in both areas. Caveat: most of the Bellco employees I've worked with have been beyond great. I often get the feeling that they are just as let down by these poor processes as I am!