Complaints

This profile includes complaints for B E C U's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  B E C U

  12770 Gateway Dr S Tukwila, WA 98168-3309

  
• 

  B E C U

  200 Bellevue Way NE Bellevue Downtown Nfc Bellevue, WA 98004-5720

  
• 

  B E C U

  401 Broadway E Ste 125 Seattle, WA 98102-3696

  
• 

  B E C U

  1753 S Burlington Blvd Ste 100 Burlington, WA 98233-3235

  
• 

  B E C U

  1512 6th Ave Downtown Seattle Financial Center Seattle, WA 98101-1706

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been on the phone with your company for two hours because my card was blocked FROM ME USING IT and i needed to pay rent and bills today and am now being charged more on them because a real f****** person wont talk to me. Ive used your messenger app, Ive called you multiple times and to only be put on hold for hours.

  

  Business Response

  Date: 07/21/2023

  BECU research indicates on June 29, 2023 member's debit card was restricted due to suspicious debit card activity. On the same day, they verified all of the flagged transactions were valid and authorized, and the restriction on the debit card was removed. On June 30, 2023 member's debit card was again restricted due to additional suspicious debit card activity that took place. We attempted to contact the member and left a voicemail at their phone number of record. Our records show that on July 1, 2023 member reached out to us via our Secured Messaging portal and then via phone to our *************** The ************** representative reviewed the activity on member's account with them and they confirmed one or more transactions were unauthorized. The representative advised that the member's debit card needed to be replaced, as their card had been compromised. On the same day the member went into a branch and closed the compromised debit card and received a new debit card. 

  The response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally file a complaint against Boeing Employees' Credit Union (BECU) for imposing unjust ******************************* (***) fees and displaying a complete disregard for customer service.I have been a member of ********************** for several years, and I had specifically chosen electronic and paperless statements and communications. Despite this, BECU sent me critical notifications via hard copy mail, conveniently ignoring my preferences. I was out of the country and had no access to these mail communications. The notifications were about my car insurance, and without allowing me any reasonable means to respond or rectify the situation, BECU charged me with exorbitant *** fees. This has happened twice.When I reached out to BECUs customer service to resolve the issue, I was met with a lackluster and unhelpful response. The representatives seemed to have no interest in resolving my concerns. I explicitly requested for my concerns to be escalated, and for a call back. However, my requests were ignored.This behavior is unacceptable. As a customer, I expected to be treated fairly and to receive the services I signed up for, including communication preferences. The *** fees levied on my account are unwarranted, and BECUs customer service has failed in its fundamental role.I demand the Better Business Bureau to thoroughly investigate this issue and urge BECU to immediately resolve this matter. This should include waiving or refunding the *** fees and an overhaul in their communication practices to ensure customers preferences are respected. BECU must also be held accountable for the failure of its customer service department in addressing and resolving issues.Your immediate attention to this matter is expected.

  

  Business Response

  Date: 07/11/2023

  BECU records indicate that the physical damage insurance coverage for the collateral expired effective January 15, 2023. The terms of the loan agreement require the member to maintain physical damage insurance coverage on this collateral at all times. We sent the member several notices prior to placing the **** Our records indicate that member is enrolled in electronic statements, however, this preference only applies to statements. *** notices are sent via ************* Postal Service. Regarding member's request to refund the *** premium, we reviewed member's account and found no errors that occurred; therefore, no funds will be credited to the member. 

  The response is being sent to the complainant via email for their records. 

   

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BECU has locked my checking and savings account for zero reason. I first heard about it June 22, *********************************************** a fee for a returned payment I made through my BECU. Not only did BECU continue to stop letting me pay out of my checking/savings accounts but they locked it for zero reason. They will not let me have my own money. I was charged a return fee and a late payment that will tick on my credit reports. I had to contact Discover Corporate to talk to one of their executives who is also looking into the matter. I want my money back and then I will be closing the account. I have under $300 in checking and $502 in savings. Thank you.

  

  Business Response

  Date: 07/18/2023

  We reviewed the member's account and found a ********************** error that resulted in returned ACH attempts. As of June 27, 2023 we removed the account access restriction, and we have credited member's account for the total amount of the returned item fees member were charged by the merchants as reimbursement. Regarding the credit report correction, BECU does not have the authority to dispute these on the member's behalf. Member can address these requests directly with each of the companies. The member may provide the merchants with a copy of this letter, as acknowledgement of BECUs error that resulted the transactions returning, and ask that they correct any negative reporting that resulted from the error.

  The response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell into an employment scam trap and wired available fund to the scammer. I deposited checks and waited for the fund to be available before I wired the fund out at a BECU branch. If the fund was not available, I would not have sufficient fund for the wire. I found out that the checks were bounced on the next day and I asked BECU to lock my account and stop the wire transfer on the next day. I followed up with BECU in 2 weeks and was told I am resposible for the overdraft account and fund. The receiver's credit union has not responded to BECU's request. I am trying to be responsible and pull the fund from the CD account and asked to waive the penalty since the CD will be matured in a few months. BECU officier told me that is impossible to waive the penalty and I should be responsible for all the lost. If the fund was NOT available, I would not successfully wired the fund out at the BECU branch. I am trying to be responsible and prevent further financial lost by asking BECU to waive the pre-mature withdrawal penalty from the CD account but failed. I expect BECU should be partially responsible since the fund was available for the wire transfer.

  

  Business Response

  Date: 07/06/2023

  BECU research indicated the member authorized the wire transfer in question after making several mobile deposits to their BECU account. Two deposits made on 5/25/23 and one on 5/31/23 were returned due to the reason of altered/fictitious check. A wire recall request was submitted in attempt to recoup the member's funds, however, we have not received a response from the beneficiary bank regarding the recall request and funds have not been returned. Unfortunately, because the member initiated the wire transfer in question, and they were duly authorized to do so as the accounts owner, the wire transfer is not considered a fraudulent transaction. BECU reviewed and determined all procedures were followed in processing the member's transaction, therefore BECU has no liability for the transaction in question. 

  We reviewed the member's account and found that on June 13, ******************************************************* their checking account by using the funds from your CD. The representative advised that there was an early withdrawal penalty and they were unable to waive it. Subsequent to member's BBB communication, BECUs ************************** waived the early CD withdrawal penalty. On June 28, 2023 the CD account was closed and the funds were transferred to their checking account to offset the negative balance.

  The response is being sent to the complainant via email for their records. 
  

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20182236
  
  I am rejecting this response because:

  1.  As I reported to *** and FTC, and BECU,  if the check deposited and the fund was not available, I would not be successfully allocated and wired the fund.  BECU found out there were fraudulent checks deposited a few days after the fund was successfully wired out. BECU supposed to be the gate keeper.but it only stated the history and has not explained why the fund is available and posted in my account before the check has been cleared.  If the check is fraudulent, the fund is not supposed to be available and posted in the customers' account.  Why I could had the fund and wired it out? 
  

  On July 13, 2023, BECU representative told me that the negative fund will be withdrawn from my account in 60days from the incidence.  It would probably be the CD account.  I proposed the waive of the early termination penalty or I will arrange.  I did NOT give any instruction to cancel the CD account and withdraw the fund on July 13, 2023.  ******** was withdrawn by BECU from my CD account on Jul 30, 2023 WITHOUT asking my permission or confirmation.  It was also NOT within 60days from the incidence.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 08/10/2023

  The response is being sent directly to the complainant for their records. 

• Initial Complaint

  Date:06/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BECU is harassing me and participating in acts of hate and hostility by sending targeted emails to me because of my gender saying my role as a women is to give birth to babies and that after I fulfill my human duty of reproducing I need to use BECU to start an early savings account for the child. I CANT HAVE KIDS. Rot is h*** BECU. To make up for the age discrimination and un-consented to targeted advertising based off assumed gender by offering the same terms and conditions on my current bank account. ********************** will make a public apology for sexualizing and demoralizing women.

  

  Business Response

  Date: 06/20/2023

  We have reviewed our marketing campaign for our Early Saver Account. The marketing was sent to all members that are aged 25+ and who live in the same city as our ********************** Centers (NFC). BECU can assure that the marketing was not based on gender. If member no longer wish to receive any direct marketing materials from us, they can choose to opt-out. 

  The response is being sent to the complainant vial email for their records. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20139054
  I am rejecting this response because: unsolicited emails telling a person who physically cannot have kids they HAVE to have kids is harassment. You sent an email to everyone 25+ for a service they CANNOT USE. This is a crime. Stop telling me I have to have kids. This is gross.

  You are a bank. Get out of my bedroom.

  I want promotional emails, that are actually promotional emails. You sending an email saying give birth is not a promotional offer.
  
  It is against the law to discriminate against people over 40. You sent an email to people 25+ but do not allow people over 25 to use the service. This, in addition to gender harassment, is agism. Provide the same financial terms for every single member or discontinue the program. Release a public apology for gendered and age harassment. Do better. You are supposed to be a credit union that cares about members.

  this is a crime.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BECU needs to be shut down. The sheer incompetence of their banking procedures are not inline with todays world. I have so many issues with interactions I have had. From not being about to open the BECU apple wallet with out going into a branch to verify myself to the latest issue. I simply want to access my BECU app, and was locked out for zero reason. I am abroad so I am not calling them to be put on hold for 5 years. So I message them. After being moved to two people, they tell me that it will take 3-4 days to get someone to look into a 'ticket' to fix the issue. Its Friday here, that potentially being fixed mid week next week (which is probably unlikely because the tech sucks). How do you expect customers to live their lives with this inefficiency? Having access to their financials is the ***** no. 1 job, which BECU simply are incapable of. If you cannot support your customers do not offer an app. At the bare minimum let customers access their accounts, so they can close them down and move into 2023 with a different financial institution. Pathetic.

  

  Business Response

  Date: 05/04/2023

  We have conducted a thorough search within our systems using the information provided in this communication but were unsuccessful in our attempt to locate any information for the individual named above.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BECU rewards is a credit card program in which points can be exchanged for items. I used my points to buy a laptop, they never gave me the laptop or the points back. It took me three years to get those points. BECU rewards is no responsive.

  

  Business Response

  Date: 05/17/2023

  BECU research indicates on March 7, 2023 member redeemed ******* **** Reward points for a MacBook Pro. The order indicates it was for an in-store pickup, however, member did not pick up the order. Therefore, the order was cancelled on April 13th, 2023 and the **** Rewards points were returned to the **** account. We can confirm that ******* **** Reward points were returned to the **** account on April 24, 2023.

  The response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My accounts were frozen for no apparent reason for 2 weeks. They would not give me any information to why my accounts were frozen. I am a black pregnant women with diabetes. This has caused me severe harm not being able to eat, get gas, medications or pay bills. They lied to me and said no money in or out the account but then took my direct deposits and held all funds from me for 2 weeks. While I Starved Becu did not care at all. Also I believe this has some thing to do with a racist employee who used bias and discrimination against me and reported my account I will also be contacting other agencies about my experience with BECU

  

  Business Response

  Date: 05/04/2023

  Research indicates that on April 13, 2023, BECUs Financial Crimes team was alerted to suspicious Zelle payment activity on the member's account by our vendor Fiserv. The Financial Crimes team restricted the accounts and access to Online Banking while they conducted an investigation. On April 13, 2023 member contacted us regarding being locked out of their account. Member was advised that their account was restricted and will remain restricted until the investigation is complete, once the investigate is complete they will be notified of the next steps. On April 14, 2023 the member contacted us for a status of the investigation and they were advised that the investigation can take up to 10 business days. Member contacted us several more times for a status update on the investigation, unfortunately, as the investigation was ongoing, no further details could be provided about the investigation as it would break the integrity of the investigation. On April 27, 2023 a Financial Crimes investigator contacted the member and reviewed the account activity and concerns regarding their account. Member were advised that the restriction on their  account and Online Banking had been removed.

  Regarding member's assertion that a BECU employee discriminated against them and reported their account, we did not find any evidence to substantiate that claim. BECU followed all appropriate processes for completing an investigation when suspicious activity has been identified.

  The response is being sent to the complainant via email for their records. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19946176
  
  I am rejecting this response because:

  The investigator called and simply asked me if I Knew certain people which I responded yes I did. The invitation was unreasonable and bias. BECU could of resolved  this sooner than 10 days. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My BECU credit card was hacked on 3/11/23.3/2/23 The old credit card statement was produced with a balance of $118.06. 3/3/23-I paid the $118.06 to bring the account back down to $0. 3/13/23-When they shut the old card down, they took the last statement balance ($118.06) & added it to the new credit card balance. My payment is also listed on the new credit card but by adding in that balance again, it essentially negated my payment. No one at BECU seems to understand this! Ive talked to member services (2 different people told me its not really added into the acct so just ignore it. It is just listing what the previous balance was for accounting purposes. When I asked them why that amount was showing in the same debit column as all of the charges AND adds into the total, they stuck by their reasoning). My reasoning is if the last statement balance adds into the total charges then it was ADDED to the credit card & therefore added back into my account as a charge & negated my payment on 3/3/23.Ive talked to the Bridgeport branch person (they told him the same story &, when he finally handed the phone over to me, either card services hung up or he hung up.) 4/10/23 I called BECU member services again & **** told me this: The old card had a statement date of 3/2/23. The new card has a statement date of 3/13/23 because that is when it was opened. When the new card was opened, they moved all of the charges from the old card to the new card. He said the $118.06 was the net result of all of the charges from 3/2/23-3/13/23. This is not true. The net result adding everything up on the new card from 3/3/23 through 3/13/23=$439.88. Even if I dont take into account 3/13/23 it nets out to $321.82. There is no way that this netted out to $118.06! This same person tried to explain to me that the different departments-member services, card services & financial crimes-are all separate, have different access to different systems & dont always communicate with each other.

  

  Business Response

  Date: 05/04/2023

  Our records show that the old **** card had a Statement Closing Date of March 2, 2023 with an ending balance of $118.06. On March 3, 2023 member made a payment of $118.06 to their **** account. Due to the **** card being replaced, all account activities from the old **** card from March 3, 2023 to March 12, 2023 were moved to the new **** card so the debits and credits could be calculated into the balance on the next Statement Open Date beginning March 3, 2023. On that statement under Account Summary, Previous Balance shows as zero which demonstrates the previous balance was not added to the new **** card, therefore the balance of $118.06 was not added to the new **** card. We have reviewed and verified that there were no billing errors that occurred on the **** account during the time referenced in this communication.
  The response is being sent to the complainant via email for their records. 

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19924853
  
  I am rejecting this response because: (attached) When I add all of the charges (**) & all of the payments/cash back (CR) I come up with a $118.06 difference. BECU is listing the last statement balance under the ** column which increases the charges by $118.06, yet BECU consistently claims that $118.06 is not added into the charges. How is this possible if the amount of the charges is increased by the same amount? If BECU can put in writing that I will not be charged the additional $118.06, then I can accept that. I would also like BECU to confirm in writing that my credit card is paid off. I gave the UP branch person the check for $462.70 on 5/3/23, she put it in the drop box & said it would take 2 business days to process. The credit card record has disappeared from my online banking profile so I have no way of knowing until the check clears my new bank.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/24/2023

  Please see the attached for BECU response to the additional information ***************************** requested for. The response is being sent the complainant via email for their records. 

  Customer Answer

  Date: 05/25/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I am writing to file a complaint against BECU regarding their unfair imposition of a CPI charge on my auto loan account. I believe that their actions are not only unjust but also highlight a lack of due diligence and responsibility towards their customers.Firstly, BECU failed to update my address correctly, leading to me not being informed about the additional insurance requirement. As a result, a CPI charge was added to my account. BECU denies responsibility for this oversight and has added $10,000 to my auto loan principal balance without proper notification.In a recorded conversation with BECU representative, *******, she admitted that BECU did not verify the required documentation before issuing my auto loan. This negligence has resulted in a 40% increase in my monthly auto loan payments, causing significant financial strain. BECU has demonstrated an unwillingness to work with customers and address these issues.Even after providing proof of insurance to BECU, they have refused to refund the unwarranted CPI charge. I believe their actions are not in accordance with fair banking practices and require immediate attention from the ****************** Protection Bureau.I request your assistance in investigating this matter and ensuring that BECU takes appropriate steps to rectify the situation, remove the unjust CPI charge, and adjust my auto loan balance accordingly. I appreciate your prompt attention to this matter and look forward to a fair resolution.

  

  Business Response

  Date: 04/13/2023

  BECU research indicates member had commercial insurance on the vehicle at the beginning of this loan which does not satisfy the terms of the loan agreement to furnish evidence of physical damage insurance coverage for the collateral referenced above. BECU sent notices regarding missing insurance coverage to the following address:
  ******* ******
  *****************************
  *******, ** 98118
  On August 27, 2022, BECU had not received proof of proper insurance and we purchased ******************************* (***) on the member's behalf in the amount of $10,497.00. On September 30, 2022 we received a notice of insurance change and verified proof of insurance coverage with Geico. The policy listed the effective date of September 30, 2022, this left a lapse of insurance from June 6, 2022 to September 30, 2022. On October 11, 2022, a partial refund of $7,161.00 was applied to the loan.
  Upon further review, it was identified that member's address was not updated correctly which resulted in them not receiving the *** notices. Although it is disclosed at time of purchase that it is members responsibility to obtain and maintain proper insurance, due to the address update oversight, we have refunded the additional *** amount of $3,336.00 for the lapse period from June 6, 2022 to September 30, 2022. 

  The response is being sent to the complainant via email for their records.