BBB Accredited Business since

B E C U

Phone: (206) 439-5700 View Additional Phone Numbers 12770 Gateway Dr S, Tukwila, WA 98168 http://www.becu.org


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Description

This company offers financial banking services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that B E C U meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for B E C U include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 47 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

47 complaints closed with BBB in last 3 years | 20 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 16
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 28
Total Closed Complaints 47

Customer Reviews Summary Read customer reviews

1 Customer Review on B E C U
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: October 28, 1988 Business started: 12/07/1935 Business started locally: 12/07/1935
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Credit Union Administration
1775 Duke St, Alexandria VA 22314
http://www.ncua.gov
Phone Number: (800) 827-9650
oismail@ncua.gov

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Business Management
Ms. Suzie Rao, Compliance Officer
Contact Information
Principal: Ms. Suzie Rao, Compliance Officer
Business Category

Credit Unions Corporate, Subsidiary, and Regional Managing Offices (NAICS: 551114)

Alternate Business Names
Boeing Employees' Credit Union

Customer Review Rating plus BBB Rating Summary

B E C U has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 12770 Gateway Dr S

    Tukwila, WA 98168 (206) 439-5700 (206) 439-5898 (206) 214-1464

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter, ****** ** *********,(I can supply Soc Sec# if needed) passed away10/27/14 having a Lineof Credit, credit card?(s) and checking account with BECU. I have repeatedly been to the local branch in silverdale, Wa 98383 along with having repeated conversations with the "main branch." It has now been over 6 months & I only continue to get referred from one person to another. I have been discouraged in every way ipossible regarding requesting copies of her accounts., My daughter died in her sleep unexpectedly. She had a roommate, that has stolen EVERY SINGLE record, all of her personal possessions and BECU continues to refuse to help me even though I am complelled to have these records by the WA State Supreme Court, Probate dept. her death. I need copies of all transactions beginning 12/01/2012 (or the inception of the accts) along with any fraudulent activity "AFTER" her death as well. I'm not sure what the situation is with the folks at BECU and why they adamantly seem to not want her records to be gotten but we need to know what or who they were for!! I have supplied "TWICE" Letters of administration from the WA State Supreme Ct and a Certified copy of ******** death certificate. Please, Please, help me to convince BECU to get my attorney these records so I can resolve the probate & begin to heal from the tragic death of my daughter. My daughter's death was so sudden, unexpected & now we have to deal with having all her possessions stolen along with BECU being difficult to deal with, only making the pain from it all even worse! The ironic part is that I was the one that introduced ****** to BECU. ******** other banking institutions have been wonderful with supplying records & being so helpful! I,no less was the one that recommended BECU & they are the one who have thrown up every road block seemingly possible & here Ithought they would be the ones that would help the most! Hopefully, I somehow just haven't been referred tot he right person.

Desired Settlement: I need copies of my daughter's transactions from either 12/01/2012 through her death or from the inception of the credit cards/accounts/line of credit ,bank accounts though her death and any information on fraudulent charges that may have been attempted or were done after her death regarding her accounts, please. I need these for her probate - - Thank you.

Business Response: BECU has provided all the documentation that Ms. *** ************ requested and believe this matter is resolved.

Suzie R**
BECU

Consumer Response:  
Complaint: ********

I am rejecting this response because:  I have had a phone call requesting me to send a formal letter requesting the information which I have supplied BECU however - - - - I have not received anything from BECU and the person responding to you and making the statement that BECU has supplied me with all information is completely wrong!    Again, I repeat, " As of the time of writing this response to your sending me an email with BECU's statement they have supplied me with everything I have requested, "I have not received ANYTHING from BECU beyond a phone call asking for a letter, formally requesting the information I need and which I supplied them."

Sincerely,

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

Business Response: We regret that Ms. *** ************ did not receive the documents we sent to her.  Perhaps BECU's response to her complaint was completed prior to her receiving the documents.  Please let us know as soon as possible if you have received the documents.  If not, we will expedite their submission to yoiu.


Suzie R**
BECU

Consumer Response:  
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,

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

6/28/2015 Problems with Product/Service
6/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called BECU to inform them that I would be travelling to Romania and wanted my debit card to work while abroad. During the call I spoke with 3 separate people and verified with each one that I would not have any problems accessing money while abroad. All assured me that there would be no problem. When I arrived in Romania, I could not find a single ATM that would dispense money to me; all read that my bank had declined the transaction. I tried calling the international help number multiple times but was never able to speak with anyone about the problem. I reached an auto message saying the number could not be reached from the number I dialed from. I tried every bank available, but I was ultimately left with no money in a foreign country for 1 week. I had to drastically alter my vacation plans as a result. I had brought some back up cash to be safe, but did not feel it was safe to carry cash enough to last the entire trip. BECU essentially ruined a very expensive and long-planned vacation. When I returned to the US, I called BECU to make a complaint. On the phone I was informed that access to BECU funds via any Romanian ATMs had been disabled approximately 2 months prior due to a phishing scam. This was done BEFORE I made the initial calls to inform them of my travel plans - specifically to Romania. Despite speaking with 3 separate individuals, I was never informed of the shut down to Romanian ATMs. I specfically asked BECU representatives for verification of my ability to use my card while travelling to the countries I had listed and was assured that I would not have a problem. Clearly this was not accurate as BECU had already shut off all banking access to Romania. This is a huge oversight and a mistake that cost me my entire vacation. The stress of maneuvering in Romania with no access to any of my OWN money was outrageously frustrating. The inability to get ahold of any BECU representatives that could help me while abroad was maddening

Desired Settlement: It is likely too late to salvage my patronage of BECU. This was a gross mistake that cost me my vacation. Ideally, I would like to see some level of compensation for altered travel plans, but mainly want to speak with someone who can ACTUALLY pass this message along to management. It is a huge deal when a banking customer goes through the hassle of moving all their money and accounts because of the customer experience they receive from their bank.

Business Response: We have responded to Ms. ****** allegations and regret the error.  We have conducted additional staff training to prevent this type of situation from happening again.  We will be sending Ms. **** a gift card as a token of our apology.

***** ***

Consumer Response:  
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,

****** ****

6/8/2015 Problems with Product/Service
5/29/2015 Problems with Product/Service
5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was issued a check. I called the issuing bank and verified account and funds. I was told the check and funds were available. I deposited the check in my account. I waited a week before withdrawing any funds. Prior to withdrawing funds I called BECU to verify the check had cleared the issuing bank and was told it had cleared and I could withdraw funds, so I did. The next day I checked my account online and saw it was overdrawn by almost $3,000.00. The check had been returned as alter/fict. I then called BECU to find out why I had been told the check had cleared when in fact it had been returned. The answer I received was "I apologize for the inconvenience, there is nothing we can do." I was then told I could contact Loss Prevention to set up payment arrangements so my direct deposits would not all be taken and I could still pay bills. When I called I was told I could not make payments, everything had to be paid once and any money deposited into the account would go toward the negative balance. Nobody at BECU was willing to work with me to resolve this situation all they wanted was their money.

Desired Settlement: I would like this matter investigated further and monies returned to my account. Or I would like BECU to work with me to resolve the negative balance. Also, treat me like I am a human and not a dollar sign.

Business Response: Member was a victim of a scam and spent the fraudulent funds.

5/10/2015 Problems with Product/Service
5/8/2015 Advertising/Sales Issues
4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint dates back to the beginning of 2014. At this time, I was given a new card number for my credit card. I attempted to make a payment towards my credit card early January as scheduled. Believe the exact date was the 6th of Jan. 2014. I received a confirmation number and was told the payment was approved. Becu called me a week or so later saying they did not receive the payment and I was responsible for a late fee. I told them I have a confirmation number and it was deducted from my checking account. Made another payment at this time believe the date was 16th give or take a day thinking maybe some glitch in the system made my payment disappear. Got another confirmation number and another approval. BECU again called me and told me that they were shutting down my card due to no payments being made. I once again told them I have been making payments. After some investigation on their end, they were approving my payments to my old card number (and approving them). The cus***er service person told me she was going to transfer the payments over that I did in fact make somehow to the old car number, to the new card and all would be good. I did not use the card for a few weeks after this convo. This conversation was 1.29.14 give or take. I attempted to use my card in the middle of February and once again it was denied and found out it was still shut down because the payments did not transfer to the new card. I had to call again, and talk my way up the pole until I got to a manager of some sorts and she was finally able to get those payments over to the new card. Only about 2 months later. This convo with the manager was around the end of Feb. After that the card has worked fine. Although it hurt my credit score severely, even though I was making payments on time and they were approving my payments but somehow allowing my payments to be paid on my old card number. Especially after being told a month before I talked to the manager that this will be handled.

Desired Settlement: I would like this situation dropped from my credit score. My card was shut down for nearly 2 months because of late payments even though I was making payments and BECU was approving (to the old card). BECU told me this would be fixed when we found the issue initially. This did not happen. Not sure how payments were being approved to a card that does not exist anymore. I want this incident dropped my score as I am not at fault for BECU not following thru with their word. Thanks.

Business Response:

Dear Mr. *******:

 

We are in receipt of the complaint you submitted to the Better Business Bureau (“BBB”) regarding some of the issues you experienced with your BECU Visa card.  I have researched the facts surrounding your claim and provide the following response.

 

Our records indicate that you decided to close your existing BECU Visa card and open a new BECU Visa card.  Regarding the Visa card that you closed, you had set up au***atic bill pay through Key Bank.  When you decided to close the existing card and open a new one, it appears that you did not update your bill pay information so payments went to the original (now closed) Visa. 

 

We have spoken with BECU call center representatives so that they are trained to understand the difference between a balance transfer and a payment transfer.  In your case, we should have processed your bill pay obligations as a “payment transfer” instead of a credit “balance transfer.”

 

Due to BECU’s error in executing your request to apply the bill payment obligations to your new Visa card, your credit history showed that you were 30 days late in making a payment.  We have corrected our reporting of your credit history so that the 30 day delinquency is removed.

 

We sincerely apologize that your experience with BECU was less than optimal.  We strive to do the right thing by our members and have taken steps to correct this anomalous result.

 

If you have additional questions or concerns, please contact BECU’s credit bureau department at 1-800-233-2328, ext. 5312.  Thank you for bringing this matter to our attention.

 

Sincerely,

 

***** ***

Compliance Department

 

Consumer Response:  
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,

*** *******

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I visited the Kirkland branch for BECU and all their ATM's were out of service. They expect you to go out and drive to another location which is very inconvenient not to mention who knows these Banks are. The other option was to do the night drop, but I was informed that that will take 3 days to post to your account. After 25+ years as a customer I finally had enough and pulled all my money out of BECU because of terrible customer service. And I have many colleagues that feel the same and have experienced the sub-par service. I understand that things break, what I don't understand are the BECU workers with such terrible, snobby attitudes. The other thing that makes no sense is a night drop taking 3 days. One day I would expect, 3 days is ridiculous.

Desired Settlement: I want the complaint posted publicly so that existing and potential customers of BECU will not be tricked into thinking the service and the Bank are great. They are not and I have first hand experience to this over the past few years.

Business Response:

March 25, 2015

 

 

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

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

Redmond, WA  98052

 

RE:     BBB Complaint # ********

 

Sent via BBB electronic portal

 

Dear Ms. ********:

 

I have read your complaint in which you express dissatisfaction with BECU for its lack of operating ATMs at the Kirkland Neighborhood Financial Center.  You also expressed frustration with the amount of time it takes BECU to post deposits taken from the night deposit box.

 

We take your concerns very seriously and wish to apologize for your inconvenience.  We would like to take this opportunity to listen to your thoughts about ways in which we can improve our service.  At BECU, we strive to provide our members with an optimal experience.  Clearly, we were not able to meet our own high standards in your situation.

 

I have forwarded your BBB complaint to BECU’s Public Relations Manager, **** ********.  **** will be contacting you later this week in order to better understand your concerns.  In the meantime, if you wish to contact him directly, he can be reached at (**** *********

 

Again, we are truly sorry that you have been frustrated with BECU.  We value you as an important member of BECU and it is our sincere wish to provide you with quality service. We are always willing to assist with your questions and concerns.

 

Sincerely,

 

 

***** ***

Compliance Department

Consumer Response:  
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 assuming they contact me as promised.

Sincerely,

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

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was an agreement in January 2012 to reduce payment and interest rate. The payment was reduced, the months were added on to contract without reducing the interest rate. The rate was to be reduced from 9.75% to 7.75%. I noticed in approximately July 2014 when my overall amount due seemed so high, that it was never applied. I inquired about this and they claimed they reduced the interest but it was only for a couple months they went back and gave me credit for about $1000 which does not add up to 2.5 years of interest. The car loan started in November 2007, amount of $6000 was added to loan and undetermined for what. I have paid for 7 years and the balance is still $17000 which does not add up, nobody pays for 14 years to get car paid off! I inquired several times about the payments etc., I asked for an audit of the payments and loan contract but they stated they do not have an audit department. They have repossessed my vehicle with the amount owing after paying for 7 years. I believe the calculation of the loan is incorrect and I do not owe that much balance.

Desired Settlement: I am seeking an internal audit of payments, the interest rate not being applied or an offsite audit of the loan and balance. I believe I do not owe that much left on the car. They need to prove the amount of interest reduced for that 2.5 year period. I have it all in writing.

Business Response: Initial Business Response /* (1000, 7, 2014/12/18) */ ******* ******* BBB Complaint # XXXXXXXX December 18, 2014 In her complaint to the BBB, Ms. ******* raises a few issues with respect to her auto loan. She wants the following issues resolved: (1) a record/audit of her payments; (2) whether the interest rate of 7.75% was applied to her loan; and (3) why her balance has not been paid down despite the fact that she financed the loan in November 2007 for 72 months. Regarding the first point above, we are attaching a detailed payment history of Ms. *******' auto loan from the date she financed the loan with BECU. This payment history shows the imposition of charges for collateral protection insurance which added to the balance of the loan and was only partially reversed given an actual lapse in insurance coverage, along with several late payments and the resulting late charges, as well the impact of a number of loan modifications agreed to by the borrower, including periods of interest only payments. Regarding Ms. *******' second point above, BECU did modify her loan in January 2012. Although the modification contract that Ms. ******* agreed to does not reference any reduction in her interest rate (the original contract rate was 9.75%), when questioned by Ms. ******* in 2014, we agreed to honor the lower interest rate of 7.75% based on conversations held with her in 2012. We backdated the reduced rate to the date of the 2012 loan modification, but because of system constraints, performed calculations outside of the loan record and made a one-time adjustment to the account with funds credited against the loan balance. Had Ms. ******* received the lower interest rate dating back to the January 2012 modification, Ms. *******' auto loan would be reduced by $1,184.56. Therefore, BECU applied this amount to Ms. *******' auto loan and reduced the balance. All of these factors help explain why the loan balance has not been reduced in a manner consistent with a customary repayment schedule in which payments remain at the scheduled amounts and are paid on time, without penalties or other charges. Despite the several loan modifications and BECU's efforts to assist in allowing her to retain the vehicle, it was ultimately repossessed last month. Although the redemption period has expired, we continue to hold the vehicle and if Ms. ******* would like to redeem it, she can pay the loan current, including the repossession and storage fees within the next 10 days. If she would like to talk with a BECU representative to answer any lingering questions, she can contact BECU's at X-XXX-XXX-XXXX, ext. 5370 and we **** be happy to more fully explain the loan history. Sincerely, ***** *** Compliance Department Initial Consumer Rebuttal /* (3000, 9, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need the interest rate reduction of 7.75% in writing showing dates of when reduction started, balance of principal/interest on date started and showing for the 2.5 years the numbers reduced and the total outcome. You can state all you like but it needs to be calculated in writing in the ledger to be accurate. Also, I received a statement of still owing and I do not owe as of November 4, 2014 when the car was repossessed and is not in my possession. Final Business Response /* (4000, 15, 2015/01/30) */ January 30, 2014 Ms. ******* is not the primary borrower on the account in question so she would not be receiving any statements. BECU sends statements only to the primary borrower. BECU does not send statements to the primary borrower after the debt has been charged off. ***** *** BECU Compliance Dept. Final Consumer Response /* (4200, 17, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I get all the statements and letters etc., so not sure what you are talking about but it has always come to me and my address. My response last time was that I WAS receiving the statements after repossession and I wanted to know why, where is the car, has it been sold etc??

2/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: my car was repossesed even though i was up to date on my payments and had insurance . they charged me over $1500 to get my car back and they want me to pay another $65 to get my personal belongings which were removed from my vehicles. i also missed 2 days of work and was without my only vehicle for 3 1/2 days. which is my only form of transportation for my daughter who has cytomegalovirus and is being evaluated for seizures.

Desired Settlement: compensation for lost money

Business Response: Initial Business Response /* (1000, 5, 2015/02/13) */ February 13, 2015 ***************** ******************* Tacoma, WA 98404 RE: Complaint to the Washington State Department of Financial Dear ***********: We are in receipt of the complaint that you submitted to BECU's regulator, the Washington State Department of Financial Institutions ("DFI"). In your complaint, you claim that BECU unlawfully repossessed your vehicle. The DFI has requested that we respond to your concerns by the due date of February 17, 2015. We have researched the matters you raise and provide the following response. First and foremost, the Servicemembers Civil Relief Act ("SCRA") does not apply in your situation. The protections of the SCRA apply only to obligations or liabilities entered into before a service member enters military service. In your case, our records indicate that you were called to active duty on June 20, 2011. You obtained the auto loan on May 29, 2013. You financed a used 2010 Mazda CX7 at a rate of 4.24 percent for a period of 72 months with BECU on May 29, 2013 (see enclosed loan document). Your monthly payment obligation was $402.00 beginning July 8, 2013 which you elected to pay through automatic draft (the payment would be made automatically through automated clearing house ("ACH") and debited from your BECU Member Share Savings account******* One of the requirements under the loan contract was your promise to insure the vehicle at all times as a means of protecting BECU's interest in the collateral. This is because BECU has a security interest in the automobile in the event that you default on your payment obligations. We learned that your vehicle did not have the requisite collateral protection insurance, so after notifying you numerous times to get this matter resolved, BECU purchased the insurance for you and prorated the cost to your loan. The collateral protection insurance was added on July 15, 2014. As a result, your monthly payment obligation increased from $402.00 to $472.00. Despite the fact that you continued to make monthly payments via ACH, the fact that your payments were less than the new balance created a delinquency situation. Additionally, we received no payment from you in November 2014. Despite our numerous attempts to contact you by letter and telephone, your lack of communication left us with no other option than to begin the repossession process. Ultimately, we were able to connect with you and you redeemed the vehicle. All but $350.00 of the $1,500.00 BECU charged you went to pay down the delinquent balance (including the imposition of late fees). The $350.00 charge is the cost of the repossession. Please note that it is your responsibility to keep BECU informed of your address and phone number in the event that your contact information changes. We notified you of this obligation when you applied for membership to BECU. Specifically, as a condition of your membership, you agreed to abide by the terms and conditions of the Account Agreement booklet. Please refer to Section 17 (Notices) Name or Address Changes - "You agree to notify BECU upon a change of address or change of name." (Enclosed) We regret that you are upset by BECU's actions, but a thorough review of the facts indicates that BECU acted appropriately and lawfully Sincerely, ********* Corporate Counsel ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (2000, 7, 2015/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BECU sending letter of negative funds and charging NSF fee for an auto loan that has been paid off in full, threatening to provide negative information reporting to credit bureaus.

Desired Settlement: Letter confirming that the auto loan for account number XXXXXXXXXX has been paid off in full and has no outstanding balance. Letter confirming that no negative reporting information has been submitted to credit bureaus for above mentioned loan that has been fully paid off.

Business Response: Initial Business Response /* (1000, 7, 2015/01/06) */ *** ********* had an auto loan with BECU that he paid in full on December 5, 2014. He incurred a late fee of $25.00 because he had a payment due on November 27, 2014 and there were no funds in his account in order to make the payment. Since *** ********* paid off the auto loan, BECU waived the $25.00 late fee as a courtesy on December 12, 2014. On December 15, 2014, BECU released the vehicle title. *** ********* should receive the title in January 2015. We believe the matter has been resolved. Sincerely, ***** *** Compliance Department Initial Consumer Rebuttal /* (2000, 9, 2015/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue of no funds in the account was based on a fault on BECU's side to set up the automatic fund transfer from a checking account. This started the complaint which is now resolved with the NSF fee of $25 waived and a dissatisfied customer paying back the loan in full to end the business relationship with BECU.

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Sunday morning 11/16/14 I woke up and discovered my car window smashed in outside my home, with my wallet stolen from the car. I of course do not keep my wallet in my car normally but it had falled out of my purse the night prior and did not realize. I filed a police report with Snohomish County PD. Then I called BECU and reported my card as stolen/closed the card. The person from the call center I spoke to told me to call on Monday to file the fraud paperwork and order a new card, and that she had turned off the card. There were 3 fraudulent transactions that I could see in my online banking from the debit card that was stolen. On Monday 11/17/14 I went to the new Bothell location on my lunch break to get a new card and fill out the fraud paperwork. ******* I believe her name was told me 'these are usually handled in 48 hours'. A few days pass and I don't hear anything, I call and they say 'because it required a pin, the investigation takes 7 to 10 days'. It's now been 2 weeks and the 3 fraudulent charges totalling ~$300 has not been credited back to my account. I'm assuming it's taking this long because it was a debit card ATM withdrawal which requires a pin. I have the police report saying my car was broken into and wallet stolen, I have my************ CC that had fraudulent charges too, I don't know what else to do to show that this was legitimate fraud. I can't just go into the stores and ask for the security camera footage to prove it was a thief. I switched banks to BECU for BETTER customer service, which is not what I am getting. I understand taking a while to conclude an investigation, but why not call a 'valued member' to follow up? FOURTEEN DAYS during the holiday season missing $300...that's not okay.

Desired Settlement: The 3 fraudulent ATM charges refunded immediately and an apology for lacking attention to detail and sense of urgency.

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ BBB Complaint #XXXXXXXX ********* ***** December 9, 2014 I have researched Ms. *****' claim regarding her stolen BECU debit card and her request that BECU credit her account for the three fraudulent transactions that she reported. We understand the Ms. ***** is upset that BECU did not credit her account immediately. I have checked the status of her Ms. *****' Member Advantage Checking Account and as of December 1, 2014, BECU has credited the account $306.00. It does not appear that Ms. ***** overdrew her account between the time she reported her card stolen and the time it took to deposit the funds in her account, so no overdraft fees were incurred and therefore, no overdraft fees need to be refunded. We thank her for bringing this matter to our attention and trust that this issue has been resolved. Sincerely, ***** *** Compliance Dept. Initial Consumer Rebuttal /* (2000, 7, 2014/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BECU did not hold up to their word in closing mortgages (qty 2) on time. Continue delays on BECU's part due to a lack of qualified processors/underwriters and tools prevented loans from closing on time. Was continued told loans would be closing in a week or so but turned into months. Submitted loan applications on May 15th didn't close until September 18th. The delay by BECU cause out of pocket expenses on myside which should be reimbursed by BECU. Have give BECU the opportunity to address my claim (email sent to them on September 19th but over a month and a half later still no fulfillment of my claim has been made. I would also like to add that at this time I have not asked for the higher interest rate verse the lower interest rate refund.

Desired Settlement: Due to the poor performance of BECU, I would like to request a refund of my main house appraisal ($450) and a refund of ($175) for the loan extension with ********** on August 26th. If needed please contact **** ******* with ********** bank on this issue as well with the poor performance of BECU. If you have any questions on the loan extension, please feel free to contact ****. I ask for the $625, due to the out of pocket money I spent for not closing on time, which again is due to the poor performance of BECU. I would appreciate your help in bringing my claim of $625 with BECU to closure.

Business Response: Initial Business Response /* (1000, 9, 2014/12/03) */ Hello, The inquiry has been forwarded to the appropriate department for review. Sincerely, ***** ***** Email Support Representative Initial Consumer Rebuttal /* (2000, 11, 2014/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) BECU responded and met my request. Thank you BBB for your support.

10/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I applied for Credit Card insurance around 2010. They charge over 1% of my balance as insurance. I have wanted this removed since 2012. I have faxed a request to have it removed by nothing has happened. I want the insurance collection on the credit card removed. It's not fair that I'm asked to fax my request a second time.

Desired Settlement: Correct my credit card account so that I'm no longer using their insurance product. I seek reparations for being overbilled.

Business Response: Initial Business Response /* (1000, 5, 2014/09/23) */ September 23, 2014 BBB Complaint #XXXXXXXX *********** **** BECU received Mr. ****'s request to remove the Loan Payment Protection coverage on his Visa card on September 15, 2014. BECU removed the Loan Payment Protection coverage on September 16, 2014. Prior to that date, we had no record of any request to remove the coverage from Mr. ****'s account. Mr. **** is no longer responsible for paying the premium on this product, as it has been canceled. ***** *** Compliance Dept. Initial Consumer Rebuttal /* (3000, 7, 2014/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still seeing charges for Loan Payment Protection on my latest statement. Final Business Response /* (4000, 9, 2014/10/16) */ BBB Complaint # XXXXXXXX *********** **** October 16, 2014 Response Mr. ****'s Visa statement cycle closes on the 8th day of each month. BECU received his request to cancel loan payment protection ("LPP") on the 16th of September, which is when BECU removed it. Since Mr. ****'s statement cycle had already closed for the month of September this explains was why he still saw an LPP payment posted to his account. Beginning in October, when his statement cycle closes on the 8th, he will no longer see the line item LPP charges. If Mr. **** sees an LPP payment on his account when he receives his October statement, we would like him to contact us at X-XXX-XXX-XXXX, ext. 1399. We will remove the payment and re-credit his account. Thank you. ***** *** Compliance Department

10/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I deposited a check into the bank for $1724, it was from the **** *** *********** which has been in business for 75 years.I have deposited several checks from them into my account and never have they held a check before. The bank for some reason put a hold on this check and held it for an unreasonable amount of time 7 days. I had paid bills off of that check and had no idea they were going to hold this check. They returned one of my bills and potentially more now will be returned. This is costing me overdraft fees for uncollected funds as well as fee's from the returned bills. This is not OK. The money is there in the account so they should never have returned a thing.

Desired Settlement: I want the NSF fees put back into my account and all of the fees I am charged by these bills that are being returned reimbursed to me by BECU and a letter to each creditor explaining that the money was in my account and that THEY (BECU) returned their payments because they opted to hold my check.

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ October 2, 2014 BBB Complaint # XXXXXXXX ******* ****** BECU responds to the complaint that Ms. ****** submitted to the BBB on September 25, 2014. In her complaint, Ms. ****** states that BECU inappropriately placed a hold on funds that she deposited into her account for the amount of $1,724.00. We have reviewed her complaint and provide the following response. Ms. ****** agreed to the terms and conditions of the BECU Account Agreement booklet when she applied for membership. The Account Agreement states that, for check deposits made into accounts owned by a primary member who has had an active Member Share Savings account for more than 90 days, BECU generally makes non-cash deposits available for withdrawal on the business day following the date of deposit (noting that the date of deposit will be counted as the following business date when the deposit is made on or after 3:00pm PST). However, there are exceptions to this policy, as disclosed in our Account Agreement. When an account has overdrawn repeatedly in the last six months (as had occurred with the account in question), all accounts owned by the same primary member as the affected account may be subject to extended funds availability holds for all check deposits. These holds may delay the funds availability until the fifth business day following the date of deposit. This explains why BECU placed a hold on the funds that Ms. ****** deposited. Should an extended hold policy become necessary for any of the reasons stated in the Account Agreement, BECU's policy is to notify the primary member of the account(s). BECU also informs the primary member when the funds would be available for withdrawal (see attached documents). In Ms. ******'s case, thirteen NSF fees posted to the account in question during the one year period from September 22, 2013, through September 22, 2014, including five NSF fees posted during the six month period prior to September 23, 2014 regarding the deposit in question in the amount of $1,724.00. The account into which Ms. ****** made this deposit shares a daily provisional credit limit of $500.00 for check deposits, under which the first $500.00 of all check deposits made on the same deposit date, with all other deposit accounts owned by the same primary member, are immediately credited to the account (see attached notice). An additional deposit was made into the account in question on the same deposit date for $66.40. These funds from the deposit were immediately available. Regarding the $1,724.01 check that Ms. ****** deposited on September 23, 2014 via ATM, BECU made $433.60 of these funds immediately available therefore fully satisfying the daily provisional credit limit of $500.00. According to the extended hold policy as previously stated, the remaining $1,290.40 was placed on hold, to become available on Tuesday, September 30, 2014 (the fifth business day following the date of deposit). Regarding Ms. ******'s claim that BECU should reverse the NSF fee that accrued on the account in question, our records indicate that BECU reversed, as a one-time courtesy, an NSF fee in the amount of $25.00. As stated in BECU's Account Agreement, if a member withdraws funds that have not yet cleared for final payment via the banking system (those funds that are treated as not yet payable or finally paid, e.g. the $1,290.40 that was on hold from the $1,724.00 deposit), thus causing the available balance of an account to be overdrawn, BECU assesses an NSF fee of $25.00 for each uncollected item. In the future, if Ms. ****** spends funds that are subject to exception holds prior to the date the hold(s) is released and then subsequently overdraws her account, BECU **** not reverse any NSF charges that she incurs. Sincerely, ***** *** Compliance Department Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged 2 NSF fees and only one was reversed. I will be looking for another bank to do my business. Final Business Response /* (4000, 9, 2014/10/16) */ BBB Complaint # XXXXXXXX ******* ****** October 16, 2014 Second Response Ms. ****** indicates that she does not accept BECU's response dated October 2, 2014. Specifically, she requests that BECU reverse not one, but two NSF fees that posted to her account. In our prior response, BECU clearly described its policy regarding provisional credit of funds/check holds deposited into an account. In Ms. ******'s case, since she had a history of returned items and NSF fees, BECU's written policy, as documented in the Account Agreement (the terms to which Ms. ****** agreed), clearly state that she will be subject to check holds. Also in our prior response, BECU indicated that we would reverse one NSF in the amount of $25.00 as a one-time courtesy only. We notified her in that letter that should have any other NSF fees or incur any other NSF fees in the future, we would charge her an NSF fee of $25.00. Therefore, based on BECU's Account Agreement and based on our communication to Ms. ****** in our response dated October 2, 2014, BECU will not reverse any more NSF fees. Sincerely, ***** *** Compliance Dept.

9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I use BECU's online bill pay. I pay my bills using this service every month. I pay the same bills every month. A big bill for me ($209) normally paid to a credit card company was paid to a student loan company. The student loan is on auto pay (for $1), so I never touch it, the company names are very different, and the SL company is not near/or next to credit card company in pay line. I also review the pay out before final submit, so I don't see how I could of accidently made this mistake. I think there was/is a glitch in their system. I called customer service and they said they couldn't help me, but I could ask for a refund from student loan company. The credit card company charged me $37 late payment fee.

Desired Settlement: I would like to be reimbursed $37 at the very least, reimbursed for the $209 would be nice, and I need for my payments to be processed as entrusted.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ BBB Complaint # XXXXXXXX **** ******* September 5, 2014 BECU's business records indicate that Mr. ******* logged into the Online Banking **** Pay portal and entered the amount of $209.00 to be paid to ****** **** ********* (student loan) on August 15, 2014. We have confirmed that Mr. ******* conducted this transaction in the above mentioned amount and confirmed the payee's name ******* **** *********** If Mr. ******* logs into BECU's Online Banking again, he **** see that his **** Pay history shows the following: ****** **** ********* *XXXXX Member Advantage Checking *XXXXX $209.00 08/15/2014 *********** Paid Once entered, **** Pay transactions cannot be reversed. ****** **** ********* now has possession of the funds. We recommend that Mr. ******* contact ****** **** ********* and request a refund of the payment. If ****** **** ********* honors his request, he can then use the funds to pay his Visa. Any late fee late fees that he incurred cannot be waived since this was not a BECU error. Sincerely, ***** *** Compliance Department Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no way for me to prove I paid one account or another without a screenshot. Now I know, without definitive proof, it will always be my error. Doesn't make me a happy customer. Final Business Response /* (4000, 9, 2014/09/09) */ September 9, 2014 BECU has evidence that the online banking transaction that Mr. ******* completed was not the result of BECU error. If Mr. ******* would like to contact BECU (XXX-XXX-XXXX) and request a copy of that documentation, we will send it to him by U.S. mail. We hesitate to attach the document to this response as we cannot be assured that the transmission would be secure and thus protect Mr. *******'s privacy. Since this transaction was not a result of BECU's error, we will not refund the late fees or the mistaken amount sent to the student loan company. We recommend that Mr. ******* contact his credit card company and explain the situation (as well as provide the documentation) and his inadvertent error in making the wrong payment to the wrong vendor. Perhaps his credit card company will waive any such late fees. ***** *** Compliance Dept.

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: On 5/29/2014 we purchased a 2014 Chevrolet Silverado P/u from ************* in Aberdeen. We transferred the Insurance from the vehicle we traded in to the new truck. It was 3 days later when ****** found financing at a lower interest rate. We have since received three notices from BECU that we were not insured. The last one that came was a "Notice of Collateral Protection Insurance". The coverage period was from 06/02/2014 to 06/02/2015. The premium cost was $6489.00. For one year, I think that amount is excessive. I called and talked to the Manager of BECU and finally got it straightened out (I hope). I told ***** at BECU that I wanted a letter stating that we no longer owe the $6489.00. We have yet to receive that letter. We have received phone calls from them wanting us to change our accounts to them. We live in Hoquiam, Wa. Why would we want to bank in Tukwila. Product_Or_Service: 2014 Chevrolet Silverado crew p/u Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) We would like a letter from them stating that we do not owe and will not owe the $6489.00 ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ August 21, 2014 BBB Complaint # XXXXXXX ************ ****** Mr. ****** financed an auto loan with BECU in early June 2014. On June 28th, we notified him by letter (attached) that the vehicle was not insured (for the purpose of protecting BECU's collateral, as the vehicle served as the security for the loan). We did not hear back from Mr. ****** and, as is BECU's practice, followed up with two additional letters informing him that the vehicle needed to have collateral protection insurance ("CPI"). Please see attached letters dated July 2 and July 16. Finally, in the letter dated July30, we informed Mr. ****** that his loan agreement with BECU required him to purchase CPI and that if did not respond to our request within five days to provide insurance, we would purchase it for him at a cost higher than what his insurance company would charge him. We did not hear back, so on August 4, we purchased CPI and added the cost to the loan balance. Mr. ****** subsequently purchased CPI so we canceled our policy and informed Mr. ****** of this fact on August 13, 2014 (see attached letter). Therefore, we believe this matter has been resolved. Sincerely, ***** *** Compliance Dept. ***SUPPORTING DOCUMENTS REDACTED BY BBB***

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Last year I opened a checking account for my minor daughter. I was told that when she turned 18, she would be on her own account. Last September she turned 18 and moved out on her own. My daughter subsequently fell victim to a check writing fraud whereby someone promised her work in exchange for funds and wrote her a check. When they gave her this check, they asked for a bit of cash in return which sadly, she gave. The check itself ended up bouncing. I assumed this issue was being dealt with when my daughter spoke to me about it, what proceeded to happen was yesterday all funds I had both in my personal accounts AND a mutual account with my fiancé (who is NOT even a legal guardian/parent of my daughter!) were removed and I got a phone call from the bank claiming I am now liable. It was at THIS point I was told they'd taken my funds. I attempted to go in person yesterday to resolve the issue and no compromise was offered. I asked what of holding personal checks for a few days and only giving clients a few hundred dollars until the check clears, her response was "you are responsible for what you put in your account..." Well, that's great accept I didn't put this check in any account! I can not control what happens with my ADULT child and I had NO idea that they automatically leave parents on childrens accounts after the child turns 18, apparently you must manually go in and have yourself removed. If this were a stolen credit card, they would've helped us-I was just flabbergasted that NO help whatsoever was offered and that they took all money from my accounts. It's almost like saying, "sorry your credit card got stolen but you got it stolen so it's your fault." They didn't offer any sort of help or any sort of payment plan-nothing and now I have no gas or food funds for the week.

Desired Settlement: Remove my name IMMEDIATELY from my daughters account. I did not authorize myself to remain on her account beyond the lawful age of adulthood in Washington state, which is 18 and she will be 19 in September. ALSO-offer a hand out to parents and make it CLEAR that they have this practice and that they MUST come in and remove themselves from their child's account when their child is 18 or risk being held liable for their ADULT child's actions. Finally, offer media on various scams to educate their younger customers. This is their policy and I hate to think of a senior citizen banking there and having this happen to them.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ ***** ***** BBB Complaint Response Case # XXXXXXXX July 30, 2014 Ms. ***** is an authorized signer on her daughter's BECU checking and savings accounts. Her daughter is the tax owner of these accounts. Pursuant to BECU's Account Agreement, the terms and conditions to which both parties agreed, BECU reserves the right to require a joint account holder to be placed on the minor's account(s) who is a parent. The joint account holder (Ms. *****) is jointly and severally liable to BECU for any returned item, overdraft, unpaid charges owing on the account regardless of the minor's rights regarding such contracts. Ms. ***** states that BECU told her that she would automatically be removed from the account once her daughter reached the age of majority (18). However, this is not BECU's policy. The Account Agreement clearly states that BECU is not required to change the account status when a minor reaches age 18, unless the minor, legal guardian, or all account holders authorize BECU to change the minor account status. Therefore, since we did not hear from the account holders, we were under no obligation to change the account status and therefore remove Ms. ***** as an authorized signer on the account. Ms. ***** states that her daughter deposited funds into this account and the deposited item was ultimately returned to BECU as unpaid. Since Ms. *****'s daughter had withdrawn the funds prior to clearing the banking system, the account became overdrawn (negative). Please note that BECU's Account Agreement specifically states that although funds may be available and they are withdrawn, the account holders remain liable for any problems associated with collection or presentment, such as a check that was deposited being returned to BECU unpaid. Since the account in question had no funds after the check bounced, BECU exercised its statutory lien rights, as described in the Account Agreement. What this means is that BECU has the right to withdraw funds from any account at BECU in which Ms. ***** is an owner for the purpose of paying off the indebtedness. In this case, the $1,950.00 deposit did not clear the banking system and since there were no funds in the account she owned with her daughter, BECU used its right of offset in Ms. *****'s other accounts at BECU. Although Ms. ***** is upset that we took the funds from an account that she shared with her fiancé, who did not owe the debt to BECU, the Account Agreement clearly authorizes BECU to take funds from an account that Ms. ***** owned with other account holders who did not owe the money to BECU. It is Ms. *****'s responsibility to understand the terms of her accounts at BECU, all of which were clearly disclosed to her and which she and her daughter agreed to, when the account in question was opened. Please note that although BECU could have assessed NSF fees on this account because the funds deposited were not paid, we did not assess any fees ($25.00 per item) as a courtesy. Therefore, we consider this matter resolved. Sincerely, ***** *** Compliance Dept.

5/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BECU is inconsistently alleging that the 2014 Subaru WRX STI 5-Door Hatchback subject to an automotive loan is not currently insured. A notice was originally sent March 26, 2014 stating that the vehicle was not insured. After an in-person visit to BECU's Evergreen Way Branch on March 28, 2014, it was clarified that the VIN was corrected on the policy through ***** ****** ********** Both parties agreed that the vehicle was properly insured exceeding the levels specified in the lending agreement. A final notice dated April 09, 2014 continues to allege that the vehicle is not currently insured. This vehicle continues to be insured exceeding the levels specified in the lending agreement. A notice via Certified Mail threatens to purchase insurance on my behalf.

Desired Settlement: Cease and desist the mailings stating that this vehicle is not insured to the levels specified in the lending agreement. Cancel any insurance obtained on the my behalf and credit any charges back to my account. The vehicle is currently insured through ***** ****** ********* and will remain so consistent with the terms of the lending agreement.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ BBB Complaint Member ***** ******* Case # XXXXXXXX *** 2, 2014 BECU is in receipt of Mr. *******'s complaint to the BBB. Mr. ******* informed the BBB that BECU incorrectly stated that the vehicle he financed through BECU (2014 Subaru WRX STI 5-door Hatchback) was not insured. Mr. ******* states that his vehicle was insured at all times and does not understand why he received notices from BECU alleging otherwise. We have researched the matter and provide the following response. BECU originated Mr. *******'s auto loan on February 21, 2014. Mr. *******'s insurance company, *****, verified Mr. *******'s insurance coverage on February 25, 2014. That same day, ***** notified BECU that the insurance had been canceled. BECU's insurance agent (******) notified Mr. ******* by letters dated March 22 and April 5 that, because there was no record of insurance coverage on the vehicle, as communicated by *****, BECU would purchase collateral protection insurance for him and add it to his loan balance. Mr. ******* discussed the matter at BECU's local neighborhood financial center on April 28, 2014 where a BECU employee contacted ****** Insurance in order to verify whether the vehicle had insurance coverage. ****** contacted ***** and ***** confirmed that the vehicle did indeed have the requisite insurance coverage. Therefore, BECU immediately canceled the impending *** insurance coverage that had been placed on the vehicle. To date, Mr. ******* has not incurred any additional fees or charges related to the insurance coverage. Mr. *******'s loan is in the position of status quo ante, as if the whole incident had never happened. We apologize to Mr. ******* if was frustrated with this process and regret that he did not experience an optimal and seamless loan transaction with BECU. Sincerely, ***** *** BECU Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called in for a ten day payoff on my 2005 Nissan Titan financed with BECU on Monday March 24, 2014 around 4:00 in the evening. I was told the ten day payoff was $3966.55. I went to pay $3966.55 off Tuesday Morning at the Tukwilia Branch. I had not recieved the payoff in the mail as of yet (because mailing takes time.) but when I got to the bank I was told they would add additional fees of 390. I tried to contest and they refused to honor the payoff from Monday night. I called the call center they gave the same payoff. I asked if there were any additional fees. They said no. I asked to speak to a supervisor. I spoke to ***** and he said that there were additional fees that they would not waive and I had to pay them. Sorry to me that I was not informed by the customer service team when I called for a payoff. I went and got the additional funds because I just wanted to get it over with. Then paid the payoff with additional fees at the tukwila center. ***** the teller tried to give me a hand written reciept for $4350.99 with no account number on the paper. I refused this reciept and asked for a real one. One generated by the computer system. Then I asked for my Afidavid in leiu of Title. ***** said they could provide one because it was a paper title. I asked for the title. ***** claimed the paper title was in California. I said how could that be I bought the vechicle in Puyallup Wa and I have lived here since 1985. I asked for a release of interest for the vechicle with a notorary. They would not provide any authenticated paperwork for the payoff. I said how would I deal with the DOL if I do not have my paperwork. ***** in tukwilia said the payoff would be transfered electronically to the DOL and all I need is my reciept. I said that does not sound right I was not born yesterday. I should get some authenticated documentation. I went straight to the DOL and what do you know. There is no electronic transfer of information and my reciept was not good enough proof of payoff. The DOL person gave me a release of interest and said to take it back to the BECU. I went to a financial center in bothell at this point and they signed the paperwork. I did not get the paper till 5:30. This process to my entire day let alone they did not uphold my ten day payoff quote. I was a long standing cutomer with BECU for over ten years and never had any real tranactions other than deposit withdrawal payment. I have closed my accounts as they should have more attention to detail and should provide proper payoff amounts and not blind side customers with hidden fees when they enter the bank. I had to make multiple trips to wells fargo that morning and multiple trips to BECU and multiple trips to the DOL because of misinformation provided by BECU employees reguarding payoff and process of paperwork. I should have been provided a release after paying the vehicle in full and all additional fees not quoted for payoff. Terrible customer service. Not honoring quoted ten day payoff amounts. Adding fees, and not providing proper documentation in a timely fashion after payoff.

Desired Settlement: Reimbursement of fees not quoted for vehicle payoff and cost of gas for addtional travel due to misinformation and not being provided the proper paperwork.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ Member ***** ****** BBB Complaint Response #XXXXXXXX April 8, 2014 On March 24, 2014, Ms. ****** contacted BECU and requested a pay-off amount for her auto loan. BECU's policy, when members ask for loan pay-off amounts, is to provide an estimate, as we cannot be sure that the amount quoted might not change between the date of the pay-off quote and the date that the member pays the balance in full. On loans such as Ms. ******'s, interest charges accrue daily, so any estimated pay-off amount can deviate day-to-day until the date of final pay-off. Additionally, BECU staff was not aware that Ms. ******'s vehicle had been subject to a repossession, as the vehicle was over 120 days past due. We regret that Ms. ****** was frustrated as a result of an incorrect pay-off quote. However, the fact remains that BECU did provide the full amount Ms. ****** needed to pay ($4,350.99, including the $390 "close" fee) in order to obtain title to the vehicle. The close fee is assessed by the repossession company and reflects its fees for trying to locate the vehicle and repossessing it. Our business records indicate that repossession proceedings began on January 13, 2014. Regarding Ms. ******'s claim that a BECU teller refused to provide her with a computer-generated receipt of the pay-off when she paid the balance in full, our systems do not have the capacity to print a receipt for this purpose. The teller did accommodate Ms. ******'s request by providing her the information in a handwritten format. Nonetheless, Ms. ****** **** eventually receive documentation of her payment in full when she receives her periodic statement. Ms. ****** claims that BECU did not provide her an affidavit in lieu of title. In her case, BECU would not have provided an affidavit in lieu of title because a paper title was already on file. The paper title was stored at a BECU location in California. Our records indicate that we ordered the paper title which she should either have already received or which she **** receive very shortly. Once Ms. ****** has the paper title in her possession, she **** need to take the title, along with BECU's release of its security interest (this document has also been provided to her) to the Department of Motor Vehicles. The DMV **** remove BECU from the title (as it no longer holds a security interest in the vehicle) and provide her a title with just her name. This document should arrive in the mail within six to eight weeks. We thank Mr. ****** for bringing this matter to our attention and believe that the issues have been resolved. ***** *** BECU

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used BECU's home loan department loan application process to apply for a loan however the process has become faulty due to the fact the website has been plagued by the online loan application steps. Somewhere during loan application steps, it gets to the stage where it checks for a credit check retrieval and page will sit there forever. Problem existed when I first time apply for home loan back in jun/11/2012 and after more than a year later, I went through same application process and the online application webpage hangs at the exactly same spot where it is retrieveing the credit information about applicants. This signifies BECU's lack of quality and responsiveness to their customer complaints and should be resolved. As a result, I had to call their customer service to finish the loan process which incurs me an additional time, stress and effort.

Desired Settlement: 300$ for additional unnecessary time, effort involving calling customer service representative to finish the loan process because of their faulty web design.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ November 14, 2013 BBB Complaint # XXXXXXXX *** ***** ********* To Whom It May Concern: We are in receipt of *** *********'s complaint to the Better Business Bureau regarding his frustrations using BECU's online mortgage application process. I have researched the facts and provide the following response. Our business records indicate that *** ********* applied for BECU mortgages on three separate occasions via the online channel (June 9, 2012, June 11, 2012, and again on June 11, 2012). The reason he was not able to receive his credit reports is that, at the time he initiated the online application process late in the evening, the site was down for system maintenance. When that happens, the applicant receives the following message: "Our automated credit report retrieval has not completed. This page will automatically update once the results are received. If this page does not forward automatically within the next two minutes, please click the Help button below to contact us for assistance." This explains why his application "hangs." Unless *** ********* contacts BECU at this point for the purpose of ordering the credit report, his application will not be processed. It appears that *** ********* did not contact BECU. On August 11, 2012, *** ********* again initiated a mortgage application via the online channel. He initiated the application when the system was down for maintenance, so he received a message asking that he contact BECU. He contacted BECU and we were able to order a credit report the next day. His application was therefore complete. We then disclosed the loan terms. Originally, *** ********* intended to purchase property for primary use (owner-occupied). He then decided to purchase the property for investment purposes. Therefore, since the use of the property had changed, the underwriting standards also changed. After that there was additional communication between BECU's loan representative and *** *********. On September 10, 2012, *** ********* requested that the application be put on hold while he made up his mind about the purchase. BECU's loan representative contacted *** ********* on November 20, 2012, but he did not call us back. As a result, BECU canceled *** *********'s application because the credit report became stale and we could no longer rely on it for purposes of extending him a loan. After notifying him that the loan was canceled, we did not hear from *** *********. On October 19, 2012, *** ********* again initiated a mortgage application (for the purchase of investment property) via BECU's online channel. This time, because he used the site when it was not down, we were able to generate a credit report and therefore, we began the underwriting process and generated the requisite disclosures. BECU contacted *** ********* on October 22, 2012 and he responded "please let me look at my application and get back to you." We did not hear back from *** ********* until January 23, 2013 when he responded via email that he had terminated his search for a home and would be in touch with BECU soon. That same day the BECU loan representative sent *** *********'s mortgage file to the underwriting department and the underwriters declined the loan for lack of adequate reserves (meaning that the borrower had insufficient assets remaining after closing). As required by law, BECU sent *** ********* a denial letter. On November 6, 2013, *** ********* initiated another mortgage loan via the online channel BECU generated an error notice and requested that he contact us. *** ********* called BECU and conveyed his frustrations with the application process. A BECU loan representative corrected the error **** ********* had incorrectly typed his address) and BECU generated a credit report. We then informed *** ********* that he could complete the online application process. Two days later, on November 8, 2013 BECU sent a courtesy e-mail reminding *** ********* to complete his application. On November 9, 2013, *** ********* completed the application process via the online channel. We submitted the application for underwriting and generated the requisite disclosures. Our records indicate that *** ********* viewed the disclosure and since that time period, we have no additional information to report. At this point, if *** ********* is still interested in purchasing a property, he will need to find one that is suitable for his needs as this loan remains in a "To Be Determined" status. ***** *** Legal Department

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My online banking was completely shut off- two days after requesting a payoff for my auto loan. I now have NO way of reviewing my accounts to see when payment will be received and have had several issues with payments being held and delayed in posting in the past. I have also been asking for my due date to be changed now for well over a month and the last request was the day I made my payment- due to their delay in processing and my next payment being due almost 20 days after the request the due date was never changed thus making my payment LATE again. When I called in to ask about my online banking they said that due to my REAFFIRMED bankruptcy that happened FOUR YEARS ago that they had to close down my online banking - NO ONE COMMUNICATED this to me and I have had online banking with BECU for over 10 years... this is by far the worst customer service I have ever received. They did nothing to fix the issue or apologize.

Desired Settlement: I have no idea how they can fix this short of refunding any fees occurred from their lack of timely processing as well as allowing me access to view my accounts. This company has time and time again failed to deliver or respond in a timely manner.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ BBB Complaint ********* ****** February 24, 2014 Ms. ****** states that she no longer has online access for the purpose of reviewing the activity on her BECU accounts. I have researched the facts and provide the following response. Our records indicate Ms. ****** had a number of loans with BECU. Of those loans, she had a line of credit ("LOC"), personal loan, and a Visa that became delinquent in 2009. As a result of their delinquencies, BECU began collection activity (commonly referred to as "charged-off" accounts). We notified her of this action by letters dated November and December 2009. When accounts are charged-off and a member causes BECU a loss, membership and its privileges are revoked, as stated in BECU's Bylaws. In Ms. ******'s case, since she reaffirmed her auto loan after filing for bankruptcy, BECU continued her online banking access. We researched our files and determined Ms. ******'s online banking privileges remained after the time BECU charged-off her debts through February 2014 at which time the access was terminated because Ms. ****** paid the balance owing on her auto loan ($16,671.09). Once Ms. ****** paid off the auto loan, her online banking access was terminated. As a courtesy, we have attached paper copies of her periodic statements so that she *** review the transaction history. I will also send Ms. ****** a copy of her periodic statement (when it becomes due) for the transaction reflecting the pay-off of the auto loan. Since her line of credit, personal loan, and Visa accounts no longer have active balances, she **** not receive updated information about these accounts via the periodic statement. However, because you made payments toward your auto loan, reduction to your principal balance would be reflected in your periodic statement. Ms. ****** can obtain information on her accounts by contacting our Loan Loss Recovery Department at X-XXX-XXX-XXXX, ext. ***** Sincerely, ***** *** Corporate Counsel Final Consumer Response /* (2000, 13, 2014/03/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are not willing to accept the concerns I am stating and I do not the ability to express it any other way. Final Business Response /* (4000, 11, 2014/03/12) */ In response to *** ******'s rebuttal, when BECU became aware that *** ******'s online banking access was open when it should have been closed, we took the steps to shut down her access. ***** *** BECU

1/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: On Wednesday the 23rd of October 2013. Becu made an unauthorized and illegal withdrawal in the amount of $6315.77 from my savings account #XXX-XXX-XXXX. Becu then put a neg balance in my savings account for the amount of -30,004.96.

Desired Settlement: I need my account set back to zero and have a balance of 6315.77 the way it was on october 23rd 2013.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ December 13, 2013 Since *** ****** submitted the same complaint to BECU's regulator, the Washington State Department of Financial Institutions, the Attorney General's Office, and the BBB, I am attaching BECU's response to *** ******, which I mailed to him today, and have copied the respective agencies as well. ***** *** Corporate Counsel Dear *** ******: We are in receipt of the complaint you filed with the different agencies identified above. Since the crux of your complaint is the same for all three agencies, I will address BECU's response with this single letter. You allege that BECU made an "unauthorized and illegal withdrawal in the amount of $6, 315.77" from your savings account *******. You also state that Becu's withdrawal of this amount resulted in a negative $30,004.96 balance. I have researched the matter and provide the following response. You applied for and received a BECU line of credit and Visa account. Becu's records indicate you had trouble making payments and eventually became delinquent in your payment obligations. After numerous attempts to work with you and arrange repayment, BECU applied $6,315.77 to the debts. Specifically, BECU applied $4,089.13 of the $6,315.77 to the charged-off Visa, which fully satisfied this obligation. The remainder ($2,226.64) was applied to the charged-off line of credit. As of December 12, 2013, the line of credit has been reduced to $21,853.51 (including interest). Please note that when you applied for membership at BECU, you agreed to the terms and conditions of membership as stated in BECU's Account Agreement booklet ("Agreement"). Section 15 of the Agreement states that BECU has a statutory lien against all funds held in your accounts with the credit union, regardless of the source of the funds. What this means is that if you owe BECU on a debt, then we may withdraw funds from any account (in this case, your savings account *******) to satisfy the amounts due. We have the right to conduct this offset without any prior notice to you. In your complaint, you allege that BECU's actions put your savings account balance at -$30,004.96. BECU did not withdraw this amount from your savings account. The amount merely reflects the approximate balance owing on your debts at the time your account was frozen meaning that any funds deposited would be subject to the collection hold up to that amount. Please contact BECU's Loan Loss Recovery Department at *************, ext. **** and we would be happy to work with you to set up payment arrangements. Sincerely. ***** ***

1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BECU frequently charges over draft NSF charges when automatic withdrawal happens earlier in the very same day as automatic paycheck deposit or manual deposit to BECU the very same day. EX: auto pay bill withdraws @ 1201 am and paycheck deposits at 0100 am...BECU charges a $25 overdraft fee. EX: auto pay at 1201 am, walk in deposit at 930 am (when bank opens) SAME DAY a $25 NSF fee is charged.

Desired Settlement: DesiredSettlementID: Refund I would like (per request) my $25 back

Business Response: Initial Business Response /* (1000, 7, 2013/12/09) */ December 9, 2013 *** ******** filed a complaint to the BBB in which she stated that BECU has been assessing NSF fees because her automatic/electronic withdrawals (payments) are debited from her BECU checking account prior to a recurring direct deposit being deposited to her BECU checking account. We have researched the facts and provide the following response. In this case, most recent information gleaned from *** ********'s periodic statement indicates that a Chase auto pay was withdrawn from *** ********'s BECU checking account electronically on or around the 8th of each month (in the most recent case, November 8, 2013). It appears that payroll funds are automatically deposited into *** ********'s BECU checking account on or approximately on the 15th of each month (in this case, on November 15, 2013). As a result, *** ********'s account went negative sometime after the 8th until funds were deposited on the 15th. Therefore, BECU assessed an NSF fee of $25.00. Direct deposits via ACH are controlled by the employer, and BECU posts direct deposits as soon as received. Electronic/auto pays are processed very early in the morning, and we understand that this is an industry standard. We suggest that *** ******** change her auto pay with the respective financial institution, which appears to be deducted from her account on the 8th of each month, to sometime after the 15th of each month, which is when her direct deposit is placed into her BECU checking account. In the absence of that option, *** ******** can carefully monitor her account and ensure that sufficient funds exist to prevent any overdrafts. BECU's internal business records indicate that our member consultants have informed *** ******** of her options, and as a courtesy, we waived an NSF fee of $25.00 on August 1, 2013. However, we cannot continue to waive these fees if her account becomes overdrawn, as *** ******** is in the best position to manage her accounts and ensure that adequate funds are in those accounts to prevent future overdrafts. Sincerely, ***** *** Legal Department

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This credit union, say I opened a visa card account when I did not. I looked at the application and there was a lot of wrong information on it. For example, it says I own Rental property and I do not own any rental property. They want to try to get me to pay back these charges, but I will not. Also, I have a line of credit at BECU and I only used $3,000 from the line of credit and they want me to pay back all of this activity. I told them I will not. I first learned of this when a person named ***** called me and said they were not going to offer me lower payments. I was kind of shocked. I told her I did not know what she was talking about and explained I never called her before this phone call. ***** who works in the Loss Management Department. She told me she remembered my voice from the night before and not to lie. I told her my account must have been hacked into. She just laughed and told me these types of things do not happen in real life. I told her they do. She just continued to call me a liar. Then a ***** ********** called me and said I am not going to write off any debts like you asked me too. I was confused and did not know what was happening. He was very rude to me I then got a letter from a computer technician I had emailed about this situation and he said it was BECU's fault and they just pretty much verified my account details to the criminals. He did a lot of tracing and I have his letter if you need more information. I have suffered emotional and physical stress due to the actions of BECU. I want them to write these fraudulent charges off. I will not pay them a penny because this was all their fault. I have included a notarized page in the attachments to declare everything I have said is true. **** ********* also claims he is at his desk most of the day so he is always able to answer his phone, but when my mother tried calling him, it went directly to his voice mail. Also, the people at BECU are extremely hard to get a hold of. BECU needs to apologize to me for calling me a liar and for their extremely rude behavior. Some type of retribution would be nice because I have severe anxiety and have been constantly worrying about this. BECU should not treat their customer's like this. Also, **** ********* is a rude person to deal with. I have also reviewed all of the transactions made on these accounts and the only one that looks familiar is the one transaction for $3,000 which I did use, but I did not use any other money from the Line of credit because we were saving that for something.

Desired Settlement: For them to stop harassing me about these charges, treat their customer's with respect. And also pay me for emotional damages they have caused me.

Business Response: Initial Business Response /* (1000, 8, 2013/12/05) */ December 4, 2013 ******************** ******************* Snohomish, WA 98290 RE: Complaint Filed via Washington State Attorney General's Office (File #******) Dear ********: We are in receipt of the online complaint you filed through the Washington State Attorney General's website dated November 26, 2013. Your complaint alleges that criminal activity occurred on your BECU Visa and line of credit accounts and that as a result of this criminal activity, you are not responsible for payment offthe outstanding debt obligations. We have researched your allegations thoroughly and find no evidence of criminal activity. Our records indicate that the charges on your accounts are legitimate. You did not inform us of any reason to regard these transactions as being questionable. We mailed your periodic statements on a regular basis and the information provided on these statements documented the activity on your accounts. These statements provided an opportunity for you to identify and resolve billing errors, including unauthorized charges, if you send a "billing error notice," which is defined in federal regulations as a written notice to a creditor no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error. You had an opportunity to review the statements that BECU sent to you, and to notify BECU in a timely manner within 60 days of receipt of the periodic statement in which the fraudulent activity occurred. Since we did not hear from you within that timeframe, we cannot honor your claim that you are not now responsible for the amounts owing. Nevertheless, if you are concerned that fraudulent activity occurred on your accounts, we encourage you to contact law enforcement and work with them to seek resolution. Our response to your belated assertion about unauthorized charges also reflects the fact that, even when you first expressed concern related to your credit card account, you did not make any allegation that the charges were unauthorized. Rather, our records indicate that you initially requested a payment plan arrangement. You started asserting that some charges were unauthorized only after the negotiations for a payment plan did not produce a result that you regarded as satisfactory. BECU'S experience with members in the past has demonstrated that, when charges are truly unauthorized, members inform BECU about the unauthorized character of the charges when the members initially communicate about the charges. Your new assertion that some charges were unauthorized is contradicted by your prior willingness to enter into an arrangement that would allow you to pay such charges on a deferred basis. At your earliest possible convenience, please let us know if you dispute that you initially requested a payment plan arrangement. Thank you for your consideration in this regard. Regarding your assertion that the loan application you signed had incorrect information (e.g. that you do not own rental property and therefore, do not receive approximately $50,000.00 a month in rental income), we find no evidence that you did not provide this information, as your electronic signature attests to the veracity of the information that you provided to BECU in an online application. In order to make an online application, you provided information that was not publicly available, thus authenticating your identity. By signing the Master Credit Application (enclosed), you acknowledged that all the information provided on the application is true and correct. If you did not agree with the information on the application that BECU, in good faith relied upon as a factor in granting you credit, you had an obligation at that time to inform us of the incorrect information. Please be advised that reporting false information on a credit application is grounds for suspension or termination of the accounts. Regarding your assertion that you used only $3,000.00 of the $9,500.00 line of credit and are therefore not responsible for repayment of $6,500, we disagree with your assertion. Please note that when you signed the Master Credit Application, you promised to pay BECU the total of all credit advances under each account(Visa and line of credit), finance charges, and other amounts set forth in the Agreement. In the absence of a timely billing error notice from you or any other reason for the charges to be characterized as unauthorized, there is no basis to excuse you from performing your obligation under this Agreement. As of December 4, 2013, you owe $9,129.85 on the Visa and are six days past due for a payment of $225.00. You owe $8,182.46 on the line of credit, which is 19 days past due for a payment of $188.46. Please contact BECU'S Loss Management Department at **************, ext. **** to arrange payment on the accounts. If you do not agree to enter into sufficient payment plans to pay off these debts, we will have no choice but to set up your delinquent accounts for additional collection activity. Accounts that are sent for collection can impact your credit and affect your ability to obtain credit from other institutions. Regarding your claim that you never contacted BECU about entering into modifications of your current payments as a result of reduced income, our business records indicate otherwise. Our records indicate that on October 15, 2013, we received communication from you via BECU'S online secure messaging portal, in which you requested modification of your monthly payments. On October 21, 2013, you requested a reduced payment plan of $25.00. Later that day, BECU contacted you to inform you that we could not honor your request. During that conversation, you informed us that you had not yet signed up with a debt management company for the purpose of entering into reduced payment arrangement with BECU (your admission thus indicates that you acknowledged having difficulty making the regular payments). We followed up with a letter dated November 4, 2013 (enclosed) which informs you that BECU denied your loan modifcation requests. Based on the facts, we do not find evidence that you never contacted BECU or had any discussions with BECU staff about making reduced monthly payments through a modification plan. We apologize that you have been frustrated with BECU, but our records indicate that BECU'S staff has treated you with respect. We would never impugn your integrity and regret that you feel this way. Please note that our review of this matter leaves you with the following options: (l) you may enter into payment arrangements with BECU to pay off these debts; or (2) you may exercise your right not to pay off these accounts. If you do not pay the balances owing, BECU may send the debts for collection activity. We thank you for taking the time to document your concerns. Sincerely, ********* Corporate Counsel Final Consumer Response /* (3000, 10, 2013/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not know these charges were made. I never opened a visa card. no no no, I will not pay for criminal activity. I have put a security freeze on my credit files and you can not access them. I do not own rental property. I have given you proof. You need to write off these charges. How was I supposed to know about these fraudulent charges? I never received statements in the mail. I would never use an e signature. Do you not review the information I send you? I am not going to pay for criminal activity. **** ***** is the one who should pay. The only time I requested lower payments was when I was wondering why the monthly payments on my 3,000 I did use were so high. I Do not owe you anything more than the $3,000. I dispute that I ever said I was going to a debt management program. I will not pay for criminal activity. You will not send any fraudulent accounts to collections. THIS IS IDENTITY THEFT. Final Business Response /* (4000, 12, 2013/12/11) */ 12/11/13 BECU believes that it has addressed all of *** ****'s concerns in the multiple correspondences with him. That said, I am attaching BECU Manager ***** ************* most recent response to *** ****'s rebuttal dated December 5, 2013. BECU mailed this letter to *** **** today, December 11, 2013. Furthermore, BECU's regulator, the Washington State Department of Financial Institutions (DFI) also received the same complaint from *** ****. Upon receipt of BECU's response to him, the DFI closed the complaint. I have attached the DFI's closure letter for your files. Thank you for your consideration. ***** *** Corporate Counsel, BECU ***SUPPORTING DOCUMENTS REDACTED BY BBB***

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a business account with BECU - two checkings and two savings - which we have had since about May of 2012. We deposit approximately 1 million dollars per year into these accounts combined. BECU's online website - where we can check our accounts - has been down and out of service since 9am yesterday. So far, we have been unable to access our accounts for 26 hours. We did call BECU yesterday morning to complaint about this and all that they said is that their website would be done until today. It is still down.

Desired Settlement: Better service. Reliable service.

Business Response: Initial Business Response /* (1000, 7, 2013/12/03) */ ******* BBB Complaint # XXXXXXXX December 3, 2013 *** ******* asserts that BECU's website was down for 26 hours and, therefore, she was not able to access her business accounts online. BECU's Business Services Manager, ***** ****** contacted *** ****** on November 20, 2013. *** ***** apologized to *** ******* and explained that BECU typically schedules maintenance for the website during non-peak hours. In this particular matter, the website was scheduled for maintenance beginning November 16, 2013 at 10:30 pm Pacific Time through November 17, 2013 at 10:40 am (roughly a 12-hour window). When *** ***** spoke with *** ******* on November 20, *** ******* confirmed that she was able to access the website. Again, we are sorry that *** ******* was frustrated because she could not access the website but believe that the matter is resolved since the website is currently operational. Sincerely, ***** *** Legal Department

11/26/2013 Delivery Issues | Read Complaint Details
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Complaint: I wanted to pay my new auto loan. BECU does not allow for direct on-line payment from an outside account to my BECU auto loan. So, I transferred funds from my verified outside checking account on 10/10/13. The money was debited from my external checking account on 10/11/13. BECU's webpages does stipulate that it may take 2-4 days for the funds to post to my BECU account. While I am familiar with this idea, I have never had a verified account take that long to post the funds after the funds have actually be debited from another account (ie not pending), 1 business day seems reasonable (but still totally unwarranted, since the money transfer immediately from one account to the other). So, I e-mailed them to verify that there was no way to for me to directly transfer funds from my external account to my auto loan. They said no, I HAD to transfer to my BECU savings account and then I HAD to wait for the funds to post and then transfer from my BECU savings account to my BECU Auto Loan. This is a totally annoying and unnecessary step. So, I checked back regularly from the 11th to the 23rd and the funds had still not posted to my savings account (MANY days longer than the 2-4 days that they claimed it would take). Then I wrote them a nasty e-mail today, stating that I would be contacting the BBB and the AG about them hijacking my money. The only reason I can see that they would do this, is so they could charge me a late fee on my loan payment, which was due on the 10/13/13, but there is no late fee associated with it until it is 10 days late, which would have been 10/22/13. Immediately after I wrote the e-mail to BECU, and I was in the middle of composing this complaint, I see they have finally released my funds. I still don't understand how they could have held my money hostage for 13 days from the date that it was actually debited from my other account. Well this is strange, I just logged back into my BECU account to make the transfer from my BECU account and it went from an available balance of $500 (the amount I deposited) to $36.53.

Desired Settlement: I would like protection from them charging me a late fee with their shifty business practices and I worry that the same is happening to others. I also, want to be able to perform an external transfer directly from external checking account to my auto loan (I think they purposely make this overly difficult). Finally, I would like my funds to be available from my verified account immediately proceeding when they are electronically withdrawn from my external account (not when the funds are pending, but after they have posted). Otherwise, basically they stole my money for 13 days and did whatever they wanted with it and I don't understand how that could possibly be legal.

Business Response: Initial Business Response /* (1000, 7, 2013/11/12) */ BBB Case # XXXXXXXX *** ********* Complaint Response November 12, 2014 BECU is in receipt of *** *********'s complaint to the BBB regarding her frustration with the external transfer process. On October 11, 2013, *** ********* initiated a transfer of $500 from her ********** ***** ********* ****** ***** account to her BECU savings account. We informed *** ********* that transfers from other financial institutions can take between two to five business days to settle. *** ********* references the fact that since she is making transfers electronically rather than via paper (e.g. writing a check) that the funds should settle immediately. We wish to clarify that regardless of the manner in which a person transfers funds from one institution to another, the check clearing process remains the same. That is, BECU must wait for the funds to clear or settle and this process cannot happen instantaneously. Our records indicate that BECU's member service representative communicated with *** ********* electronically on October 15, 2013 and explained the process to her in detail. Specifically, the member service representative explained to her that the transfer has to pass through the Federal Reserve's automated clearing house ("ACH") before being finalized. We also informed *** ********* that her auto loan is due on the 13th of each month. As a result, we advised her to initiate the transfer process well in advance of the payment due date since the banking process takes between two to five business days to complete. The member service representative also advised *** ********* that her external transfer posted to her BECU savings account on October 16, 2013, three days after the due date of the regularly scheduled auto loan payment. When BECU does not receive the monthly payment by the due date, we place a hold (equal to the amount of the payment due) on the member's BECU savings account. However, despite this hold status, the member remains free to use the funds that have been frozen to make the loan payment. She can simply contact BECU at the point she notices the hold. Although *** ********* incurred late fees because we did not receive payment until after the grace period, we did reverse the late fees. We regret that *** ********* had a less than optimal experience with BECU. My recommendation to *** ********* is to set up an automatic payment of her BECU auto loan with funds from her savings account. That way, once the funds come into the savings account from ********** ***** ********* ****** ***** *********** and have cleared, BECU can begin the process of applying the $463.47 toward *** *********'s loan account. In order to make this process easier for *** ********* in the future, I have attached two forms for her to complete. The first form authorizes BECU to accept funds from ********** ***** ********* ****** ***** to *** *********'s BECU savings account via ACH. The ACH form, once completed, needs to be accompanied by a voided check from *** *********'s financial institution ******* that the funds will come from. The second form authorizes BECU to take the funds that have been deposited from ***** to her BECU savings account and then apply those funds to her BECU auto loan. This form (LCMR) will make the transfer from the BECU savings account to *** *********'s auto loan. Once she completes the forms, she may scan and email them to *** *********** BECU's Senior Loss Management Specialist, and BECU will initiate the process. *** ************ email address is ******************@becu.org Sincerely, ***** *** Legal Department

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an existing HLOC and needed to up the credit limit so I had to apply for a new account. The loan just closed and I see on my account that they took money from my account. No disclosure that they would do this was given to me, nor any documentation or recent. They have no regard for there customers. Ask to talk to a supervisor and the only one that apparently works at this department, *********** was not available and I was told would not be available to talk to me regarding this issue

Desired Settlement: Someone to call me and explain this charge and why they did it without any authorization or paperwork. Total unethical behavior and disrespect for their customer

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ BBB Complaint #XXXXXXXX ***** ******** November 12, 2013 BECU is in receipt of *** ********'s complaint regarding the charge we imposed on his home equity line of credit account. The $85 charge that BECU assessed is also known as the reconveyance fee. The reconveyance fee is a pass-through fee that BECU submits to the title company. As a condition of obtaining his home equity loan with BECU, *** ******** agreed that BECU would hold a security interest in his property securing the line of credit. Essentially, *** ******** "conveyed" his property to BECU as a condition of obtaining the home equity line of credit. Once *** ******** pays off the balance of his line of credit, as he did in this case, BECU must then "reconvey" the title back to *** ********, as he is the legal owner of the property. This reconveyance process has a charge associated with it because BECU must work with the title company and the county in order to effectuate the reconveyance and subsequent recordation. In *** ********'s case, King County assessed a fee of $85.00 to complete the reconveyance, which BECU paid and then passed onto *** ******** for reimbursement. By way of background, *** ******** opened a home equity line of credit with BECU. He later asked to have the line increased. We explained to him that we cannot increase an existing line but if he was still interested, he could close the existing line and then re-open a new home equity line of credit with an increased line (assuming he qualified). In this case, BECU opened a new, increased home equity line of credit. When an old line is closed, we require the payment of a reconveyance fee. This fee is charged occasionally by each county therefore, BECU is not in a position to know what the fee will be with each county when the loan is paid in full and closed. When *** ******** signed the Deed of Trust securing his home equity line of credit, he agreed to the terms and conditions of the deed of trust which obligates the home equity loan. One of the items we discussed with *** ******** is documented in Paragraph 18 of the Deed of Trust, in which *** ******** agreed to pay BECU a reconveyance fee so that BECU could convey the property back to *** ********. In this case, since *** ******** made arrangements to pay off the home equity line of credit, and since BECU did not know in advance of his intent to do so, we could not assess the reconveyance fee at the time of pay-off. Instead, we allowed the pay-off to proceed as he had scheduled it, and then assessed the $85.00 reconveyance fee at the time his new home equity line of credit funded, noting that the $85.00 had been advanced against the line of credit. We'd like to address *** ********'s comment that *** ****** **** was not available to speak with him regarding the fee. Our business records indicate that although *** **** was not available at that time, she did assign another senior person to contact him. *** ************ of BECU called *** ******** and left a message for him. She did not hear back from *** ********. We regret that *** ******** was frustrated with this process. Sincerely, ***** *** Legal Department

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/2/13 I went to the atm at my branch to deposit cash in the amount of $2300 I didnt count it as I was putting it in when the deposit printed out it show the deposit was short $500 I immediately called the bank and told them that it showed an error in the deposit so they credited me and told me that it would show up when the money in the machine was counted that night.On 10/10/13 I went online to see what my balance was and found that the bank had withdrew the $500 out of my account claiming that when the funds were counted for that night it balanced and there was not an extra $500. When I called to ask what had happen they said they would recount the money for the night to see if it was counted wrong in the first place. Of course it would be different because apparently someone has stolen the extra funds.If you look into the account in question you will see the purchase of 4 plane tickets equallying $2246.40 and a priceline charge of $112.31 these tickets were purchase for my son he had given me the money to cover the cost of the tickets and I used my card to purchase them.Prior to depositing the $2300 I had just over $300 why would I allow a purchase of $2300 from my account if I didnt put the money into to cover it. I want my account credited back the $500

Desired Settlement: DesiredSettlementID: Refund I want the money stolen from my deposit credited back to the account and a internal investigation completed to determine what had transpired the night the money was counted.I will be filing police charges for theft so I want the names of everyone involved.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ October 28, 2013 BBB Complaint-***** ***** #XXXXXXXX To Whom It May Concern: BECU has researched this matter for *** *****. We posted a provisional credit of $500.00 while we investigated the matter. Upon further investigation, we determined that the ATM in question received approximately $1,780.00 instead of $2,300.00 as *** ***** claims she deposited. Specifically, according to the ATM records, *** ***** made two separate deposits on August 2 at the same ATM location. One deposit was in the amount of $980.00 and the other was in the amount of $800.00, totaling $1,780.00, not $2,300.00. *** ***** admits that she did not count the money before she made the deposit. We advise our members to always verify the funds that they are depositing. Our records indicate that BECU denied the provisional credit and notified *** ***** by letter. However, it appears that *** ***** requested a second review of this matter and BECU provisionally credited *** *****'s account again on October 11, 2013. Upon further review, we will inform *** ***** whether the provisional credit will be denied or remain as a permanent credit. Sincerely, ***** *** Legal Department

11/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before traveling to Costa Rica on business, I called BECU to notify them of said trip. They placed a note on my account to make sure that my account would be available to me during my trip. I asked what would happen if my card was lost or stolen, and I was advised that my card would be over-nighted to me and that BECU would take good care of me. A few days later, murphy's law struck and I lost my card the night before traveling to Costa Rica. Having been reassured that I would be taken care of, I called, notified BECU of the loss, and was told I could request a new card the following business day as it was after hours. On Monday, September 16th, I was told that I needed to fax in a request to have my card sent to an alternate location, and that my card would arrive in Costa Rica in 3-4 business days. I sent in the fax, and when I called to make sure that it was received, I was told that I wouldn't be receiving a tracking number until Friday the 20th of September(and I certainly wouldn't have the card by then). On Sunday, September 22nd, I sent in an email, as I had not yet received my tracking information. Monday, I got word that the tracking number was available. I tracked my package with *****, and it turns out they had attempted to deliver twice, at the wrong address. I was able to arrange to pick up the package at the local ***** facility and paid $28 in cab fare to get to the location before it closed. Turns out all that had arrived was my PIN--and the address was input incorrectly and completely differently than the address I had faxed over to BECU. This is why ***** had had so much trouble delivering the package--twice--before I was able to get the tracking number and arrange for pick up. Multiple phone calls and messages to the bank proved futile. No one would provide me my tracking number for my card. I was told I would receive it the morning of September 24th at the latest. By noon on the 24th, I still hadn't gotten a tracking number, and I desperately emailed the bank requesting a tracking number as I feared that the address was input incorrectly and that my card would get sent back to the US after 3 attempts to deliver--without me ever getting the tracking number for the package. Finally, around 4 pm local time on September 24th, one hour before my local ***** location would close, I got word that my tracking number was finally available. Not that it would do me any good, as the card was already back in the United States. Frustrated, in tears, and feeling completely helpless, I looked up the tracking information to find that my card had been sent to COLOMBIA. Not Costa Rica. I called BECU once more, furious, upset, and having been without access to my funds for more than a week and a half. They offered no ownership or sincere apology, said that it would take days to ship my card back out to me, offered to follow-up by end of day, but didn't and I'm at a loss. At this point, I'm down to my last few dollars, and while a wire transfer to a colleague's account helped, it's not a long term solution and I am again unable to pay for my hotel stay, my transportation, etc. while I am on a business trip. The lack of empathy and completely inferior customer service has made it clear to me that BECU is no longer a place where I feel safe leaving my funds. I fully plan on withdrawing every cent from their appallingly disappointing institution the moment I get back to the United States. In the meantime, someone/anyone at their customer service center, needs to take responsibility of the horrific ordeal I've been put through and get my card to me this week. I would also like to be reimbursed for the countless phone calls, lost time during work that I spent begging them for tracking information and follow-ups, as well as the cab fare I had to spend some of my precious last few dollars on to make sure my PIN didn't get sent back to the US due to their faulty communication skills. Any assistance in this matter would be greatly appreciated.

Desired Settlement: The lack of empathy and completely inferior customer service has made it clear to me that BECU is no longer a place where I feel safe leaving my funds. I fully plan on withdrawing every cent from their appallingly disappointing institution the moment I get back to the United States. In the meantime, someone/anyone at their customer service center, needs to take responsibility of the horrific ordeal I've been put through and get my card to me this week. I would also like to be reimbursed for the countless phone calls, lost time during work that I spent begging them for tracking information and follow-ups, as well as the cab fare I had to spend some of my precious last few dollars on to make sure my PIN didn't get sent back to the US due to their faulty communication skills. Any assistance in this matter would be greatly appreciated.

Business Response: Initial Business Response /* (1000, 6, 2013/10/07) */ BBB Complaint #XXXXXXXX ****** ********* BECU Response October 7, 2013 In response to our member *** *********'s complaint to the BBB, BECU has been working with her on a recurring basis since September 24, 2013. On September 16, BECU ordered *** ********* a new debit card as she requested. We sent it the same address she provided to BECU and verified that it was indeed sent to Costa Rica, not Columbia. However, the card was returned to BECU as undeliverable to the address *** ********* provided to us. On September 25, 2013, BECU again ordered a new debit card for *** *********. We requested a tracking number, which we provided to her on September 26. Please note that BECU is sending the card to the address that *** ********* provided to us. Regarding *** *********'s claim that someone at BECU promised that her card would be received within 24 hours, BECU wishes to state that it is not something that BECU would promise, as it is unlikely that replacement cards can be received in such a quick time frame. Nevertheless, because *** ********* has been frustrated with the process of obtaining a new debit card, BECU is willing, as a courtesy, to reimburse her for any fees (including foreign transaction fees) that she has incurred to date. If *** ********* can provide us with a breakdown of the fees she has incurred as a result of not being able to use her debit card in the manner that she is accustomed, we will be happy to reimburse her. We apologize for *** *********'s frustrations, and wish to let her know that we have been working diligently to send the replacement card to her. Sincerely, ***** *** Legal Department Final Consumer Response /* (3000, 8, 2013/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, *** ***'s response demonstrates BECU's complete lack of ownership in this matter. To further illustrate BECU's incapacity to understanding of basic Latin American geography, *** *** refers to the country my card was sent to as ColUmbia, a country that has never existed in South America. But I digress. BECU did indeed send my card to Bogota, COLOMBIA, as per ******** website: https://www.fedex.com/fedextrack/?tracknumbers=XXXXXXXXXXXX&cntry_code=us. So unless BECU sent me the wrong tracking number for the original card I was sent, in which case they should be apologizing for having put me through that ordeal--they indeed sent my card to the incorrect country. Additionally, I have copies of the address that I provided BECU via fax, which never said Colombia, or Heredela, again, a city that doesn't exist in Costa Rica (where I am currently located--a country between Panama and Nicaragua, if it helps BECU to look it up on a map). The address I provided was: ** ******* ********* Amazon.com ************************** *** ************************* ******** ********* * ********* Heredia, Heredia, Costa Rica Central America I could not have made it any clearer. And STILL, I wound up making countless phone calls that took me away from my training project (the reason I am in Costa Rica), and sending dozens of emails requesting that BECU provide me a tracking number so that I could MAKE SURE that I could pick up my card. In the end, the only way I received my card was by making sure I could pick it up at the ***** location in Heredia--as they couldn't find a city called Heredela--which doesn't exist anywhere in Latin America. ******** site can confirm the city that the package label had was completely incorrect: https://www.fedex.com/fedextrack/index.html?tracknumbers=XXXXXXXXXXXX&cntry_code=us This wasn't a matter of BECU just putting in the incorrect address, though. This situation was made infinitely worse by every promise broken, and every time BECU failed to follow through with providing me essential information while I was without funds in a foreign country. Additionally, this is about BECU's unwillingness to accept their lacking customer service during a particularly difficult time for one of their own clients. Rather than following up with me on a regular basis, and letting me know what was going on, I was made to chase my card TWICE--and make provisions to receive it due to their inability to read and pass on a foreign address to a well-established mail carrier. ***** behaved wonderfully and helped me receive my card in SPITE of BECU's horrific typography mistakes. Again, I seek adequate recompense for the wasted time I spent begging BECU for assistance, and making provisions to correct their errors in geography and spelling. I also seek a sincere apology from someone who actually understands the terrible experience this company put me through--rather than someone who contradicts the information in front of this customer, if only to save face. It would be nice if they also knew what countries in Latin America were called. Thanks.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Feel Free to go overseas but NEVER EVER trust Boeing Employees Credit Union. My delightful bride and I had the rare opportunity to travel to Switzerland, Germany, and Russia for 17 days. We made quite certain we called and placed on every single one of our accounts the note that we would be in exactly the countries in exactly the dates we would be. The bank assured us there would be no issues and no holds would be placed on our card because we decided to spend some of the over 10,000 dollars we had in our accounts for our trip. Well we started out and had a great time in Germany. We had enough cash to get us through Switzerland and Germany but then we decided to go to the store. That's when BECU knowing perfectly well that we were overseas froze our accounts because we spent $200 on our card. This of course was the exact same card we had specifically placed a note on the account and had been promised we would have no problems spending money overseas. From that moment on we were unable to contact the company and unable to spend a DIME of the money they told us we would be able to spend. When we returned to the USA many days later we contacted BECU to find out why a freeze had been placed on our cards and were told, "there is no freeze on your account." We then went to the medical clinic for a checkup as you always should coming back from overseas. When we went to pay the $20 deductible we were told the card was refused. We then called the liars at Boeing Employees Credit Union and were told that sometimes this just happens. We did not get an apology. We did not get a sympathetic ear. We did not get a hint of the fact that they were sorry in the least. They even admitted that the reason it was held was because they saw a charge from Russia. When we asked them if there was a note on the account that we would be overseas during that timeframe they said. Oh yes, we see there was a note on the account but it happens and its just the way it is. NO APOLOGY. NO SYMPATHY that we were STRANDED overseas without a dime from the accounts we had been promised would have the finances available and no admission of error. SO our advice? Feel free to go overseas but NEVER EVER trust Boeing Employees Credit Union.

Desired Settlement: A written and personal apology from the company and a refund for the price of the trouble caused to us overseas.

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ September 24, 2013 BBB Complaint Response -Member ***** ***** Case # XXXXXXXX *** ***** and his spouse ***** ***** have eight (8) debit cards with BECU. The ****** have a total of seven (7) Member Share accounts, including four (4) savings accounts and three (3) checking accounts. Out of those eight debit cards, BECU entered six (6) into the fraud monitoring program. Of those six cards, five (5) were not actively used by the members. Of the two cards that were not entered into the fraud monitoring system, one of them was the one *** ***** used overseas. As a result, BECU's fraud monitoring system did not have knowledge that the card would be used overseas. When *** ***** attempted to use the card overseas, he was prevented from doing so. The debit card that **** ***** used prior to her trip overseas could have been used overseas, as it had been entered into BECU's fraud monitoring program. However, **** ***** did not use that card overseas. This is why the ****** experienced problems using their debit card overseas. Since the cards that BECU entered into the fraud monitoring program did not include the cards that the ****** intended to use overseas, BECU is willing to provide a $50.00 gift card as consolation for their frustrations. We will be mailing the gift certificate under separate cover. Sincerely, ***** *** Legal Department Final Consumer Response /* (2000, 7, 2013/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) We do have quite a few cards but we specifically told the bank we would be overseas. They admit fault by sending the gift card and as such we accept their apologies. We will not trust our money to them when we return overseas but do accept the apology.

9/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Way back on X-XX-XXXX we filed a chargeback with BECU regarding an ink cartridge purchase through ******* The carts were represented as new, OEM. In fact, they had expired some three years before the purchase and did not come in *** packaging and were products of Third World countries marked not for resale. The amount in dispute was $69.88 which was posted to BECU account number XXXXXXXXXX on 3-20-2013. This was a no-brainer. This was dog-simple. Unfortunately, enter stage left, Boeing Credit Union. The chargeback was received and duly processed by BECU and the amount was provisionally credited back to my account. BECU then began asking for documentation. We prepared all requested documentation, including pictures and faxed it in. BECU received it. Then BECU asked for the same documentation. Again we sent it in. BECU then asked for the same documentation. Again we sent it in, this last time on 5-4-2013. That letter was very pointed and it explicitly pointed to all of the answers to their questions and showed these questions being answered in previous communications. Shortly thereafter we received a letter from BECU stating that the dispute had been decided in our favor and that the matter was PERMANENTLY closed. The credit was allowed to remain in our account. Case closed? One might think so, but of course we're dealing with BECU here so the nightmare continues. On about X-XX-XXXX we received a letter from BECU dated 7-9-2013,stating that they had "forwarded our letter to the appropriate representative who would contact us if need be". No case was referenced. Of course we had not recently sent any letter to BECU, so, fearing some kind of attempted fraud, we wrote to BECU online and advised them of that fact and asked what the letter was in reference to. As usual, we received only unhelpful nonsense from BECU through their website. We finally concluded that the letter dated X-X-XXXX was just another BECU clerical screw-up and we ignored it, assuming they would figure it out in the end. But of course we're still dealing with BECU here, so the nightmare continues. On X-X-XXXX we received yet another letter from BECU, dated 8-5-2013, stating that BECU had not received a response from us and that the amount of $69.88 was being removed from our account.

Desired Settlement: BECU must straighten this matter out, send us copies of ALL correspondence, including their letter to us stating that the dispute was decided in our favor PERMANENTLY, and BECU must leave the funds in our account or put them back into our account.

Business Response: Initial Business Response /* (1000, 7, 2013/08/26) */ August 26, 2013 BBB Case # ******** (***** ****) BECU has reviewed Mr. ****'s allegations and will respond accordingly. At the outset, BECU wishes to clarify that Mr. **** contested two charges from ****** at differing times- one in the amount of $69.88 on March 27, 2013 and the other in the amount of $126.83 on July 30, 2013. Both of the disputed charges involved the purchase of ink cartridges. First Dispute On March 27, 2013 BECU received Mr. ****'s request to investigate a dispute in the amount of $69.88 for charges incurred through ****** involving the purchase of ink cartridges. The next day, BECU posted a provisional credit to Mr. ****'s account pursuant to the MasterCard rules and operating procedures. A provisional credit is applied to an account during the pendency of the investigation. Once the investigation is concluded, the credit remains or is reversed depending on the outcome of the investigation. On April 4, 2013 BECU sent Mr. **** a letter informing him that in order to further investigate and process the charge-back of $69.88, we needed more information. Again, we were operating within the requirements of the MasterCard rules. In that letter (attached) we informed Mr. **** that we needed the invoice or description of merchandise from the merchant, the name of the product that he ordered and received, and if the merchandise was returned, we needed proof that he returned the item. BECU completed the process and submitted the charge-back to the merchant bank. On April 29, the merchant bank denied the provisional credit. BECU informed Mr. **** in writing of the merchant bank's determination. In that same letter, we informed Mr. **** that if he intended to appeal the merchant bank's denial of the charge-back, he would need to review the merchant bank's documentation which impacted the decision to deny the charge-back. On *** 6, 2013, Mr. **** consented to BECU's further investigation of the matter. As a courtesy, BECU allowed Mr. **** to keep the $69.88 provisional credit without any further investigation. BECU notified Mr. **** of this fact by letter dated *** 7, 2013 (attached). Second Dispute On July 30, 2013 BECU received a dispute form from Mr. **** in the amount of $126.83 for charges incurred for the purchase of ink cartridges. On August 1, BECU posted a provisional credit to Mr. ****'s account pursuant to the MasterCard rules and operating procedures. On August 4, 2013 BECU informed Mr. **** in writing that a provisional credit in the amount of $126.83 was posted to his account and we requested additional information from him in order to investigate the matter. The request for additional information is a requirement under the MasterCard rules and operating procedures. Mr. **** informed BECU that he had returned the merchandise on July 19 and had not received a refund. In this situation, BECU is required to allow the merchant 30 days to the post the refund (credit) to the member's account before BECU can process the dispute. Before BECU had the opportunity to further investigate the matter, the merchant ******** credited Mr. ****'s account in the amount of $126.83 on August 21, 2013. On August 23, 2013, BECU sent a letter to Mr. **** informing him that the provisional credit of $126.83 would be reversed since Amazon had credited his account for the same amount. We regret that Mr. **** was frustrated by this process and did not believe BECU was responding to his requests, but as a financial institution with contractual obligations to MasterCard, we are duty bound to honor the MasterCard process, which means we must adhere to the MasterCard rules and operating procedures regarding disputes of charges. MasterCard requires the documentation that BECU requested Mr. **** to provide. While it *** seem unnecessary and irrelevant to Mr. ****, the documents are relevant to MasterCard as a condition of investigating the matter. Our understanding of this situation is that Mr. **** has now been made whole as the transactions have been reversed and a total of $196.71 has been credited to his BECU checking account ********* Sincerely, ***** *** Legal Department Final Consumer Response /* (3000, 9, 2013/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, for probably the twentieth time, BECU has refused to comprehend even the basics of this case and it is so, so, so simple. I find this beyond incredible. They were told over and over and over and over and over that this problem had nothing to do with the second chargeback of $123. This has to do ONLY with the first chargeback of $69. Here is the problem, YET AGAIN. This has been explained to BECU more times than we can count, and we have faxed them copies of these two letters. Yet STILL, after all this time and all these dog-simple explanations, BECU seems to be purposefully, willfully "misunderstanding" this problem. We don't see how that can be possible unless it is deliberate. Once again, for the bloody record, here it is: On May 7, 2013, we received a letter from BECU stating that our chargeback in the amount of $69.99 had been honored and that a PERMANENT credit had been issued. Indeed it had. Simple so far, correct? No one is confused thus far, right? Done deal, end of story, everyone is happy. But, of course, we're dealing with BECU, so NOTHING can be that easy. Now, on August 5, 2013, fully four full months later, we received a letter from BECU stating that since we had not responded to some non-existent query of theirs, the amount of $69.88 would be debited back off our account. Obviously that is a problem and that is the ONLY problem we are complaining about. We wrote to BECU about this, and they misunderstood it. We wrote again. They misunderstood again. We wrote over and over and over and over and over, explaining it in every possible way, first by using their website contact system, then by snail mail and fax. In every single instance, even after we twice faxed them these letters, they CHOSE to misunderstand this and would only respond to something entirely different which we had never complained about! At one point we told them we needed to interact with someone with an IQ over 11 and we meant that literally. We see that ***** ***'s IQ is even lower than that, and we mean that literally! This is now a public website. This is beyond any stupidity we have ever encountered, even in Third World countries. This is documentable mental retardation. BECU: Figure this out and offer an intelligent reply. Seriously. You're making fools of yourselves in a very big way and we're beyond disgusted with you -- we're frankly scared of you. No financial institution anywhere, not even in Afghanistan, can afford to be this inept and downright bloody stupid.

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to get refinance on home. took over 6 months. House not good enough, house is worth 228,00 by appraiser, 318,000 by city. We think that they waited so long, until interest rates went up, then decided not to go through with refi, also because of our ages.

Desired Settlement: We want them to go through with the deal and refi our house.

Business Response: Initial Business Response /* (1000, 7, 2013/07/08) */ July 8, 2013 BBB Complaint Response - *** ******* ********* *** Complaint #XXXXXXXX *** ******** claims that BECU is obligated to refinance his home. As a regulated financial institution, BECU has strict underwriting standards. We cannot approve every member's request for refinancing. We always inform our members that loan approval is subject to qualification. In *** *********** case, his home did not satisfy BECU's underwriting standards. Specifically, the independent appraiser that BECU retained determined that the property needed improvements, was not being utilized for its highest and best use (this is a Fannie Mae requirement), and the freeway noise created external obsolescence (an external condition that has the effect of lowering property values). All of these factors contributed to the diminished value of the property such that the property was insufficient as collateral for the loan. Therefore, BECU denied *** *********** request for a refinance. BECU acknowledges that this process was challenging for *** ********* but our business records indicate that some of the delay was attributed to lack of documentation from *** ********* Once we received the proper documents, we were able to process the loan within our internal timelines considering that at the time *** ******** applied for the loan, we had a huge volume of loans to process. Our records also indicate that BECU made every effort to keep *** ********* informed of the process and next steps and that he was duly informed of the situation. We regret that *** ******** was not satisfied with the outcome, but BECU made every effort to communicate with him in a timely manner and informed him of the process and next steps. Ultimately, this loan was not approved because the condition of the property did not meet BECU's underwriting standards. Sincerely, ***** *** Legal Department Final Consumer Response /* (3000, 13, 2013/08/13) */ Appraiser stated the subject was worn and out date, yet all materials/conditions reflect in average condition. Appraiser notes $12,000 Estimate for repairs. Roof on garage has since been replaced, however BECU would not allow us to send a photo showing has been completed. Appraiser notes C4 condition, which states normal wear and tear but adequately maintained and requires only minimal repairs to building and cosmetic repairs. All major building components have bee adequately maintained. Appraiser has appraised the subject "as is". BECU notes that the appraiser has stated that the highest and best use of the subject is multi family per Fannie Mae guidelines. Present land use of the subjects neighborhood is 85% one unit and the subject is zoned R4 which allows for res, single family, detached, 1 strct, 4000 sq ft min. Appraiser should have reflected subject as legal non-conforming which allows subject to be re-built to original structure if destroyed per ***** ******* Everett City Planning-XXX-XXX-XXXX) The subject neighborhood is predominantly single family homes, Subject was appraised as a single family, not as a "proposed" multi-family so value has not been overstated as noted on the appraisal addendum. The appraised value is based on the site "as is" NOT on the potential of the future site when sub-divided. BECU also marked the subject rear as an issue, which is actually the left side f subject, but does not state the issue. We were also not given the option to make any repairs BECU wanted. Camps provided are all on the other side of the freeway. Remaining economic life of the subject is 45 yrs, which is greater than any 30 yr. mortgage. BECU to advise which documents where not provided to them in a timely manner. If it is the W2(per ****** ********,ok to PTF W2 March6). Who is *** ********* and why was he informed of our personal business, loan progress. Final Business Response /* (4000, 17, 2013/08/30) */ August 28, 2013 BBB Second Complaint Response - *** ******* ********* *** Complaint #XXXXXXXX BECU stands by its initial response. *** ******** claims that BECU is obligated to refinance his home. As a regulated financial institution, BECU has strict underwriting standards. We cannot approve every member's request for refinancing. We always inform our members that loan approval is subject to qualification. In *** *********** case, his home did not satisfy BECU's underwriting standards. Specifically, the independent appraiser that BECU retained determined that the property needed improvements, was not being utilized for its highest and best use (this is a Fannie Mae requirement), and the freeway noise created external obsolescence (an external condition that has the effect of lowering property values). All of these factors contributed to the diminished value of the property such that the property was insufficient as collateral for the loan. Therefore, BECU denied *** *********** request for a refinance. BECU acknowledges that this process was challenging for ************, but our business records indicate that some of the delay was attributed to lack of documentation from *** ********* Once we received the proper documents, we were able to process the loan within our internal timelines considering that at the time *** ******** applied for the loan, we had a huge volume of loans to process. Our records also indicate that BECU made every effort to keep *** ********* informed of the process and next steps and that he was duly informed of the situation. We regret that *** ******** was not satisfied with the outcome, but BECU made every effort to communicate with him in a timely manner and informed him of the process and next steps. Ultimately, this loan was not approved because the condition of the property did not meet BECU's underwriting standards. Sincerely, ***** *** Legal Department

9/9/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Loan number XXXXXXXXXX ***** and **** ********* PMI removal ordeal I have never been treated like this by anyone I am doing business with. I have all dates and names of people who did not do what they say they would do if you choose to verify. I called BECU on 10/18/12 and talked to ***** to start the PMI removal process. I was given a number and told to fax the request which I did on 10/22/12. I called BECU on 11/9/12 and left message that I had faxed the request and wanted an update. I called BECU on 11/14/12 and talked to ***** to find out what the status was and was told I was not over 2 years on the loan which was 12/9/12 they said they sent me a letter that I never got and would have a PMI Specialist call me who never did. I called BECU on 1/7/13 and ******** who told me to refax request now that loan was over 2 years old. I refaxed on 1/8/13 I called BECU on 2/22/13 and talked to ******** who said my second request from 1/8/13was never logged in and they had no record of it. I explained that I had proof it was received as my wife works for a government agency that does business with Boeing. He asked me to fax the transaction journals showing they were received . These were faxed to him on 2/24/13. I called BECU 2/26/13 and talked to ******* who said the re-fax was forwarded to the PMI department and they would call me in a day or two. They never called. I called BECU 3/8/13 and talked to ****** who said it was escalated. I asked what it takes to get PMI removed and she gave me the same info from the letter I finally received in January 2013 that used the numbers and LTV from my original loan of 12/10/10 over two years before. I explained this to her and she said I could order an appraisal. I explained that I had already done so but nobody ever called me. I then asked to talk to a supervisor. I talked to supervisor ****** who was very apologetic and said she would talk to the PMI department and call me back. She never did call me back. ***** ** from BECU called my wife's work number on 3/11/13 and left a message that he would like to help us with our mortgage needs. I called BECU on 3/12/13 and talked to a *** who said I needed to escalate it. (I was thinking doesn't anyone there even look at our file?) I explained that I already had escalated it before. He then said I needed to talk to a supervisor. I said I already had. He tried to supervisor ****** to the phone but could not. I then talked to a different supervisor ******* who said she could not understand why this was happening either. I asked her about all of the extra PMI payments and the appraisal fee she asked me to send. I explained nobody had ever asked me to mail it in. She said she would see what they could do for me. She said I would need $18000 cash if my home appraised at $332,000. She said she would look into it and call me back. She called back and left me a message that she would call me tomorrow about removing the PMI. She never called back. I mailed the appraisal fee of $450 on 3/14/13 to the address the supervisor ***** * gave me. I had the appraisal done on 4/5/13 which was completed on 4/8/13. It appraised at $360,000. I called the appraiser on 4/19/13 who said he could give me no information but gave me a number to call for a company called LSI. I called LSI and they had me call BECU. I called BECU on 4/19/13 and talked to ******** I asked for the appraisal amount. She said she did not have it but the PMI removal date was effective April 18th. I then asked to talk to supervisor ***** * I had spoken with before and was told she was in a meeting. This person sent her an email that I wanted the appraisal amount and the appraisal itself mailed to me and to call me. I never got the appraisal amount, the appraisal, or a call back. Received a letter 4/29/13 that PMI was removed effective my June payment. I called BECU on 4/29/13 and talked to a ***** who had me explain everything again. I also requested the appraisal again. She had me talk to a different supervisor ******* ***** who said he would have the other supervisor ***** * call me. She called me and left me a message as I missed the call. I called her right back in less than 5 minutes. After being screened I got her voice mail. I left her a message that none of this was my fault and I was not happy. I called BECU on 5/2/13 and talked to supervisor ******* and asked for a third time for the appraisal. She said they were working on some sort of resolution for me and would call me tomorrow. Of course she never did. I called BECU on 5/6/13 and talked ******* and was transferred to supervisor ***** *. voice mail. I left a message asking again for the third time for the appraisal to be sent to me and what was the amount. On 5/7/13 PMI department emailed the appraisal to me. I called BECU on 5/10/13 and talked to ******* who transferred me to supervisor ***** P voice mail. I left a message asking the supervisor why she never calls me back after she says she will. On 5/10/13 supervisor ***** P called me back. She said she escalated to the manager of the PMI department. She said either the manager of the PMI department or she would call me back no later than 5/14/13. Nobody called me. I called BECU on 5/16/13 and talked to Lynne who transferred me to ***** P voice mail. I left a message for the supervisor ***** P asking why she did not call me as she said she would. I called BECU on 5/20/13. I left another message for the supervisor ***** P to call me. I received a voice mail from the supervisor ***** P that the PMI department was cutting me a check for $96.00 today and that was all they would do. I never got a check or a call back as usual. I called BECU on 5/20/13. I explained to the supervisor ***** P that this would not work for me. She said she would escalate to a manager higher up and call me. I am still waiting on this call back as well. Towards the end of all of this a mortgage broker that I have used 5 or 6 times in the past called me. Being totally disgusted with BECU I had her proceed and was approved in less than a week at a much better deal than I had with BECU. I still have another house, two autos, and a credit card with BECU. Payments are all on auto deduct. Had one single person from BECU called me as they said they would none of this would have happened. If the PMI department had called me back as I was told they would I would have sent the appraisal fee check as instructed. I would not have made $579.60 in additional PMI payments. If I had known I would be treated this way I would have just refinanced away from BECU and not had the $450 appraisal fee to remove PMI that I no longer was required to have. I also would have never even looked to refinance away from BECU. The way I see it, I am owed an apology and a refund of the PMI and appraisal fee for a total of $1029.60 This in no way compensates me for the time, grief, or dead phone batteries. I would also like to know what steps **** be taken so that another BECU member in good standing never has to go through this again.

Desired Settlement: $1029 for the money I paid due to nobody including supervisors doing anything they said they would do. They would not even respond to an email that I sent to them directly at the Tukwila branch. The way they treated me is not acceptable for any business.

Business Response: Initial Business Response /* (1000, 6, 2013/08/15) */ ***** ********* BBB Complaint Response Case # XXXXXXXX August 15, 2013 First and foremost, BECU regrets that *** ********* had a less than optimal experience with BECU. We would like to offer an apology if any of our representatives made him feel like he was not a valued member. We take member service seriously and expect our representatives to address members professionally, courteously, and timely. We will make sure that our representatives are reminded of the importance of member service. We appreciate that *** ********* took the time to provide a comprehensive summary of his concerns. I will address them now. BECU has determined that there were delays associated with *** *********'s request to remove the private mortgage insurance ("PMI") on his BECU mortgage loan. Ultimately, the PMI was removed at a later date than expected. As a result of these delays, we refunded two monthly PMI premiums that *** ********* had already paid. The monthly premium amount was $96.60. Furthermore, as a courtesy, BECU refunded $450.00, which constituted the appraisal fee that he paid to BECU. *** ********* received $643.20 from BECU. BECU notified him of this fact by letter dated July 22, 2013 and enclosed the check. We cannot honor *** *********'s claim for reimbursement of $1,029.00 because this amount had no bearing on the delay. Sincerely, ***** *** Legal Dept. Final Consumer Response /* (4200, 12, 2013/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) If ***** *** would read the initial complaint she would see that I received the November 1st letter in January 2013 as I stated. She states that neither conditions 1 nor 2 apply for my PMI removal. She is incorrect as number one did apply as proven by the appraisal. Number 2 applied on December 10th when the loan became 2 years old as per their numbers given to me and my original loan documents. She claims my PMI was removed on April 22nd which is also incorrect. It was removed after my May 2013 payment that had PMI in it. *** *** also states that I received payments totaling $739.80 which is also incorrect. If she would read the complaint she would see that on 5/20/2013 I talked to ***** P. who said I was to get a check for $96.60 which I stated in the original complaint I never received. If she disagrees I am sure she can provide a check number and proof that I cashed is as she works for BECU. All I have ever received is the check for $643.20 received in a Fedex on 1 August 2013. I have not cashed this check. *** ***** *** would rather state misinformation as fact than look into the actual case as to what really occurred. Just perpetuates the treatment I have received all along. Just pathetic. Let's say I agree to PMI reimbursement from January through May even though my loan was 2 years old on Dec 10th 2012. Take my original Request of $1029.60 minus $96.60 for December and I am still owed a total of $933.00 of which I have a check for $643.20 that leaves a balance due me of $289.80 using numbers she agrees to. Please send me a check. ***** ********* Final Business Response /* (4000, 10, 2013/08/26) */ August 26, 2013 ***** ********* BBB Complaint #XXXXXXXX BECU Second Response BECU has refunded *** ********* a total of $739.80 on two separate installments. As we stated in our earlier response, *** ********* is responsible for the remaining $289.80 because this amount had no bearing on the delays he experienced regarding removal of the private mortgage insurance. In a letter dated November 1, 2012 (attached), BECU explained that *** ********* was not eligible to cancel his private mortgage insurance. Because *** *********'s loan was sold to Fannie Mae, Fannie Mae's requirements apply in this case. In order to approve the removal of private mortgage insurance, Fannie Mae requires either: (1) that the principal balance of the loan must reach 80 percent of the original value of the property; (2) the loan must be at least two (2) years old at the time of the request to remove private mortgage insurance; or (3) the current loan-to-value ratio must be 75 percent or less. Loan-to-value ratios are obtained by dividing the current property value by the current unpaid balance on the loan. In *** *********'s case, neither conditions #1 nor #2 applied in his case; therefore, BECU could not remove the private mortgage insurance at the time he requested. By our calculations, *** ********* would not have been eligible to remove the private mortgage insurance until January 2013. Ultimately, BECU removed *** *********'s private mortgage insurance on April 22, 2013. By our calculations, *** ********* was eligible for a refund of three months' payment of private mortgage insurance (February through April), which we have already refunded. As a courtesy refunded the $450.00 appraisal fee that *** ********* paid to BECU. To date, *** ********* has received a total of $739.80 in refunds. BECU will not refund any additional amounts because to do so would create a windfall to *** *********. *** ********* did not qualify for removal of the private mortgage insurance at the time he initially requested. BECU considers this matter resolved. Sincerely, ***** *** Legal Department

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife had a credit card with BECU and accumulated rewards points for using the card which I also used but only as an otherized user. Unfortunately she passed away in June of this year. I went to the credit union to settle our accounts and remove her name from them. They told me the points were no longer valid due to her death. I told them that if there had been a balance on the credit card I would have been liable to re-pay this. Then why should they not be liable to pay me tne rewards points. I believe this to be un-ehtical and very one sided. If it wasn't for their depositors they would not be in business. This is not how you treat your depositors

Desired Settlement: I believe they owe me the points just for the fact that I already lost the love of my life but I was also a user of the credit card.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ August 5, 2013 BBB Complaint Response # XXXXXXXX First and foremost, we are sorry to hear about **** ******** death. BECU wishes to convey its condolences to *** ******. We have reviewed**** ******** claim and we will honor the Visa Rewards points that the ********* had earned. Our records indicate that the ******* had earned 24,635 points, which would equate to approximately $246 if the points were redeemed. BECU will apply a $246 credit to *** ******** Visa account on file ********* We hope our actions resolve the matter for *** ******. Sincerely, ***** *** Legal Department

7/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was supposed to get a check deposited from someone that did not end up going through. That being said, when Monday rolled around and all payments went through and the check that was supposed to be deposited did not, my account over drafted. Now I completely know that I should have checked about 6 times to ensure that check was going to get deposited but that was my mistake. My issue is that because of the circumstances, I feel that I shouldn't have NSF fees. I completely understand if someone just spends money and is not smart with it but this is a situation that makes sense in that I shouldn't be punished in that way by taking more money when it really was not my fault.

Desired Settlement: Reimbursement for my 3 NSF fees.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/03) */ BBB Complaint Response ****** ****** Case # XXXXXXXX July 3, 2013 *** ******* complaint states that she should not be assessed NSF charges for overdrawing her BECU checking account. When *** ****** opened her accounts at BECU, we provided her the Account Agreement, which describes the terms and conditions of her account relationship with BECU. *** ****** agreed to these terms when she applied for membership. Specifically, the Funds Availability Policy in the Account Agreement states that although BECU makes available any funds that are deposited into the account, (and subsequently withdrawn), *** ****** is still responsible for any problems associated with collection or presentment, such as a check that was deposited being returned to us unpaid. This is precisely what happened to the check that *** ****** deposited. On or around June 20, 2013, *** ****** incurred four NSF charges that she requested BECU to waive. Since *** ****** had already withdrawn the funds, she is responsible for the overdraft and any NSF fees that are assessed as per the Account Agreement. BECU's business records indicate that, on a prior occasion (March 7, 2013), *** ****** overdrew her account and incurred two NSF fees associated with the overdraft for a total of $50.00 in fees that BECU reversed. Although not contractually obligated to, BECU reversed the $50.00 NSF fee as a one-time courtesy, which we clearly explained at that time to *** ******. Our business records further indicate that we told *** ****** that if she overdrew her account again, we would not reverse any more NSF fees. Despite this conversation and notification, *** ****** later overdrew her account and requested BECU to reverse the additional NSF fees. *** ****** is responsible for paying the NSF fees. BECU will not reverse them as *** ******* contractual obligations were properly disclosed. In the future, *** ****** should wait until the funds have cleared before withdrawing money from her account. That way, she will not incur any further NSF fees. Sincerely, ***** *** Legal Department

6/13/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: In April of 2012, I contacted BECU to get the title to my **** ******** as I was selling it. When I contacted BECU, I was told I still had an outstanding of $300+ and it was with ****** ************ There should never have been an outstanding balance, it was incorrect on BECU's end. At any rate, I contacted ****** ************ I paid it, the 1st week in May of 2012. I was told at that time it could take up to 6 weeks, (once they informed BECU that I paid it in full), to get my title-I received it 3 weeks later and sold my Jeep to someone who could fix it. I had my credit report pulled and BECU has marked it as Repossessed. This is false and is affecting me terribly. I contacted BECU in February and now again in May- I need this corrected on my credit report as it's not a Repossession. It was paid in full and sold.

Desired Settlement: BECU, needs to correct my credit report, immediately. My jeep was NEVER Repossessed...nor was it a charge off. When I disputed it with one Bureau, they listed it as charged off. It was paid in full.

Business Response: Business' Initial Response /* (1000, 6, 2013/05/23) */ May 23, 2013 ******** BBB Complaint Case # XXXXXXXX BECU received *** ********** correspondence with the BBB and wishes to respond. Regarding *** ********** claim that BECU reported information to the credit bureaus incorrectly, BECU investigated her claim and has determined that the reporting indicated a "repossession" which should be changed to "charge-off." BECU reported the corrected information to the credit bureaus and *** ******** can confirm that the change has taken place. Thank you. ***** *** Legal Department Consumer's Final Response /* (-5, 13, 2013/06/07) */ I would also like to know why it was submitted as a Repossession to begin with? That is false recording on BECU's end and has in turn affected me getting a vehicle. How would small claims court deal with this? And now it's being recorded as a charge off because BECU posted the pmt to the wrong account? Business' Final Response /* (4000, 10, 2013/06/06) */ June 6, 2013 Member **** ******** wrote in directly disputing her loan ****** and how it was being reported to the Credit Bureaus as a repossession. *** ********** letter states that she paid the outstanding balance directly to ****** *********** and ultimately received the title for her vehicle, and that the vehicle was never repossessed. BECU researched the matter and discovered that *** ******** had two different charged- off accounts (debt sent for collection activity) with BECU - one was the auto loan, and the other was her deposit account. BECU has determined that the deposit account was the account that was "Paid in Full" through ****** ************ and the auto loan still has a very small outstanding balance. Since the balance was so low, BECU authorized the release of the vehicle's title, but *** ******** would need to pay the full balance before she can establish new accounts at BECU. At the time of her letter, BECU was reporting the loan as a "Paid in Full Repossession." BECU has clarified that the auto loan is a "Charge-Off with a Balance Due," and submitted corrections to the credit bureaus. As of Thursday May 23rd, only ********** had updated its records to reflect the correct status. BECU contacted the other two bureaus on Friday, May 24 and learned that the other two bureaus-******** and ******* would update *** ********** credit reporting to reflect that the auto loan should be reported as a charge-off with a balance owing. BECU has verified that ******* and ******** have updated their reporting as of June 5, 2013. The auto loan is reporting as a "Charge Off UNPAID." All three bureaus now reflect an Unpaid Charge-Off status, which is the correct reporting. ***** *** Legal Department

5/31/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Back in 2008 my wife and I filed bankruptcy. WE reaffirmed our car but the personal line of credit and Visa card that were with the same bank as the car were not reaffirmed and were included in the Bankruptcy. The car was repossessed as of January this year and they were able to get more than what was owed on it but are claiming that the overages were put to cover losses from the closed visa and line of credit from the bankruptcy. Can They do that retro actively like this?

Desired Settlement: To give me my money from the overage in the sale of my vehicle.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/23) */ BBB Complaint Response-***** ***** Case # XXXXXXXX BECU has researched *** *****'s complaint. It appears that *** ***** is correct; he is owed the overage from BECU's sale of his repossessed vehicle. *** ***** may have been told otherwise but he did not receive the correct information when he discussed this matter with a BECU representative. We thank him for bringing this to our attention. Today, BECU mailed a check in the amount of $1,500.00 to *** *****, which he should receive tomorrow or Saturday. Sincerely, ***** *** Corporate Counsel Consumer's Final Response /* (2000, 7, 2013/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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