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:12/28/2022

  Type:Billing 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.

  I moved from WA and needed to pull all the funds from my account since I am no longer in the area. Every time I tried to pull the funds from my account several fees incurred. I called BECU and explained the situation, they reversed all fees. I then again tried to pull my funds and again was hit with a $25 fee again. This put my account in a negative balance of -$25. I do not want this account and it's been a hassle to have and deal with every since I moved. I spoke with someone since I tried to login in and view the account and was transferred to another agent. But now the representative, seeing that I am no longer a customer was not helpful and did not listen to me at all. I requested that the last fee be removed and the account be closed. She ignored my request and then just stated the negative balance and then went silent saying nothing. I am again asking, close the account and refund the last fee. I have been a customer since 2010, I've had several accounts and credit cards.

  

  Business Response

  Date: 01/19/2023

  On July 27, 2022 member called and spoke to a ************** representative regarding the Non-Sufficient Funds (***) fee they incurred on 7/15/2022 and as a courtesy the representative reversed one *** fee. On August 3, 2022, member contacted us regarding several $25.00 fees beginning in June 2022 that they were unaware of. It appears member meant for the transfers and payments to withdraw from their checking account, but they provided their savings account number instead, which resulted in the *** fees. The representative got leadership approval to reverse additional fees as a courtesy and outside our standard guidelines; on August 3, 2022, we reversed four fees from June and one fee from August totaling $125.00. The representative informed member that this was a onetime exception and BECU will not refund any additional *** fees moving forward. Additionally, the representative provided the member instructions for obtaining the form online to close out their BECU account. On September 20, 2022 ******* ****** initiated another attempt to withdrawal funds from member's savings account and at that time, the savings account had a zero balance, and a $25 *** fee was assessed. On November 19, 2022 BECU exercised our right to offset the checking account by transferring the remaining balance of $8.04 from the checking account to the overdrawn savings account, and the checking and savings accounts were charged off and closed. The checking account was closed with a zero balance the your savings account was charged off with a balance owed of $16.96. On December 28, 2022 member contacted BECU and spoke to a ************** representative regarding an issue with logging into their Online Banking. The representative transferred the call to our Loan Loss Recovery (LLR) department due to the charge off status on the account. Member spoke to an LLR representative, and during the call member requested for the $25.00 *** fee from 9/20/22 be reversed, and the request was denied as we had previously informed them of how to avoid the *** fees, how to close their accounts, and that we would not reverse additional fees. Subsequent to this communication and as an effort to amicably resolve this situation, BECU is making an exception to forgive the charge off amount of $16.96 and we have ceased our collection effort.

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

  Customer Answer

  Date: 01/27/2023

   
  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:12/26/2022

  Type:Product 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.

  Late October 2022 there was multiple fraudulent charges on my business account when I noticed I called my bank but my account was not being found the rep. ***** for my social security number- I let them know I was not comfortable providing that information they told me to go in person - I did and they assisted with filing a dispute for non authorized charges. All charges were reimbursed except for a ******** charge from **************** who is under the ***** *********** When I reached out to Becu they said that due to the charge not being reported with in 24 hours they could no longer pursue reimbursement and that I needed to contact America ************************* to initiate the reimbursement, I did and they informed me that the charges could be reimbursed but that the bank (Becu) needed to initiate reimbursement request and that the bank did not.

  

  Business Response

  Date: 01/09/2023

  On October 27, 2022 a Written Statement of Unauthorized Debit (****) Business Account was submitted for the charge from AMEX EPAYMENT for $3,000.00 on the member's business checking account. BECU reviewed the Automated Clearing House (ACH) details in the *************** System that shows the transaction dated October 24, 2022 with a Corporate Credit Debit (CCD) Standard Entry Class (SEC) code which demonstrates it is a business-to-business Electronic Funds Transfer (EFT) transaction, and the timeframe for return is 24 hours from when the transaction posted to the business account. The **** was submitted past that timeframe and BECU was unable to process the dispute. Subsequent to this communication the member states they were told the originating financial institution would accept a return request from us, on December 28, 2022 we requested a late return with ***** Fargo, as they are the financial institution that initiated the transaction. On December 30, 2022 ***** Fargo sent ** a notice that the request for late return was denied and advised the member to work directly with **************** at ************ for further information regarding this transaction.

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

• Initial Complaint

  Date:12/20/2022

  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 name is ******************************* I got hacked on my account and my other accounts and they made I believe 3 or 4 fraud charges one they sent my account **** for some reason I think they were money laundering or something but BECU opened me a new account they put that ****$ in my new account and they locked it up so I couldnt touch it now they said Im like 900$ in the negative but how I havent touched that account and now they say Im liable for it which Im definitely not and willing to fight it if ********* or just switch banks cause they cant figure anything out but Im definitely not paying that cause there the ones that made it negative and there taking for ever to let me get access to my new account and they said they wouldnt refund the fraud charges at least the lady on the phone said that but I got a letter saying they did so there just running me around Im stressed out and enough is enough

  

  Business Response

  Date: 01/25/2023

  BECU Financial Crimes conducted a thorough investigation and determined based on several factors that the member fully participated in the transactions involved in their claim. On December 14, 2022, a BECU Financial Crimes investigator attempted to reach out to the member to discuss the investigation but was unable to connect with them and left a voicemail requesting for the member to call back. On December 19, 2022 the *************************** concluded their investigation and the claim was denied; therefore, no funds will be credited as a result of this claim. Based on the evidence from the investigation the fraudulent activity listed on the claim was determined to be the type of fraud in which consumers willingly provide their online banking credentials and/or debit card and PIN to enable fraudulent transactions. On January 17, 2023 member brought their account current with a payroll check deposit, and Financial Crimes unlocked their account. Member was advised that if this check returned, their accounts will be locked and only guaranteed funds such as cash will be accepted to bring the account positive. The response is being sent to complainant via email for their records. 

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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.

  On October 6th I went to ******************** for the ******** +Machine concert, at 8 PM. Before the concert, I bought 1 t-shirt as a souvenir of the concert. The t-shirt was $45, plus taxes would be around 50. I used my debit card to pay for the t-shirt, and as they were ******* as to buy fast because of the line, I paid without looking at the amount charged. But right away I got an email from my bank BECU saying I had a large expense of $104.18 from ********************. That meant that they charged for 2 t-shirts instead of one. I immediately went to talk to the clerk to solve the issue, but she said she couldn't find any transaction in my name in their system. I then talked to the self claimed manager, and she told me the same, even with me showing her the purchase on mybank app. She then said the t-shirt company didn't have a name or number,. and that I should complain with *************. I did,and they answered me via email saying they couldn't find any transaction in my name, even with me sending them a screenshot of my bank app with the transaction. So then ************* consumer service told me by email (attached) to contact BECU for a dispute, but I lost the dispute because BECU said there was no discrepancy with the transaction and I didnt provide more proof. I called BECU to further explain what kind of proof they wanted besides my bank account report with the charge of $104.18 by ********************, and the email from ************* costumer service telling me they didn't have any charge on their side and that I should contact BECU, but all the times I called (more than 2x) no attendant knew what to tell me, to why I lost the dispute, only empty explanations (email attached). So did BECU contacted ******************** to find the transaction on my name? I want to know in which basis they disconsired my dispute, it's not explained. If the charge is on my account but not in Climate system, how come BECU says there is no discrepancy? Why did I lose?

  

  Business Response

  Date: 12/29/2022

  On October 11, 2022 member contacted BECU requesting to file a MasterCard Dispute for the charge of $104.18 on October 7, 2022 with ********************. On December 2, 2022 BECU completed our investigation and denied the claim due to no error was found. Upon further review, it was determined that the claim was not processed correctly. Due to this being a BECU error, we have provided the member a permanent credit for the disputed amount while BECU continues to work with the merchant to recover the funds. As of December 23, 2022, $59.18 has been credited back to the member's account. 

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

  Customer Answer

  Date: 01/07/2023

   
  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:12/09/2022

  Type:Sales and Advertising 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 went into the South Hill ****** to make two cash deposits, one of $400 rent from my son and one of $3000 that I had from selling my horse trailer. I want to cash machine #*** and made the first deposit of $400 cash rent money successfully. But when I put in the $3000 trailer money in, the cash machine grabbed all the money at once and when I pushed the cancelled transaction button, it had deposited $400 only to my account and gave me back only $1700 instead of the correct amount of $900. I immediately called for help and I demanded to see the manager. All he could say was that everything would be fine, that when the cash was counted that night, they would find my extra cash in the machine. I demanded a letter stating this. He issued me provisional credit of $1300 that should have been $900. $400 deposit plus $1700 cash returned equals $2100. $3000 minus $2100 equals $900. I then went to Sound Credit Union-a partner branch to BECU and deposited the $1700 cash after with an actual teller. Now, BECU said their cash machine was correct and withdrew the money from my account today putting me into to overdraft status. It is not right. I lost $900. I have talked to three different people at BECU asking for help- the cash machine stole my $900. But they say - no, the cash machine totals balance- I am wrong- too bad for me. This is stealing. Can you help me? This is wrong - I lost $900 and am now denied membership at another credit union because of this. It has ruined my credit rating too. Please help me.

  

  Business Response

  Date: 01/03/2023

  On November 10, 2022 the member spoke to a Member Consultant representative at the ******** ********** ***************************** (NFC) who submitted a Deposit and Withdrawal Research Request (DWRR) at their request for a missing ATM deposit of $1,300.00. A provisional credit of $1,300.00 was placed in their account on the same day while we conducted our research. Based on our research, BECU reported no errors during the transaction, and we are unable to honor the claim. We sent the member a letter on November 23, 2022 notifying them of the investigation result and that the provisional credit we placed in their account will be deducted on 12/3/2022. On December 2, 2022 two additional DWRR were submitted per the member's request, one over the phone with the ************** and another in person at the ******* Roxbury NFC. Both requests were declined as duplicates and the decision remains the same as the original DWRR. BECU has re-reviewed the member's claim in response to this communication and we can confirm that no errors occurred during the transaction referenced above. BECU research indicates that the ATMs at ******** South Hill NFC havent reported any outage and the General Ledger (GL) report is in balance for November 10, 2022. There were no hardware errors in the electronic journal, our report shows that two $400.00 cash deposits were processed successfully and $1,600.00 was inserted and then returned. Regarding the member's claim that this matter has prevented them from obtaining membership at other credit unions and their credit score has been impacted, our records show we have not reported any negative information to ChexSystems or the Credit Reporting Agencies. 

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

• Initial Complaint

  Date:12/06/2022

  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.

  Blocked out of my online banking multiple times in the same week. Have had to make a number of calls to customer service to reset my password because the online portal won't allow for me to change it myself. It's increasingly frustrating to have to call and wait on hold for 10+ minutes just to have access to the funds in my account. This has led to many cancelled transactions and frankly embarrassing situations when I'm unable to complete a transaction due to my account being locked.

  

  Business Response

  Date: 12/15/2022

  Member contacted BECU on October 20, 2022 regarding being locked out of their Online Banking and unable to reset their password online. The ************** representative assisted the member with unlocking their Online Banking and providing them a temporary password that would prompt the member to reset their password. Member called again on December 2, 2022 and December 5, 2022 regarding the same issue, and the representatives assisted the member in restoring their online banking access. Our Technical Support Analyst (TSA) team reviewed the member's Online Banking access and determined that they were using a temporary password on multiple attempts, however, the system requires the immediate change of a temporary password. Member's online banking is setup with an access assistance option which allows them to reset their password online. The password change must be done via the BECU.org website, not the BECU app. Unfortunately, there is not a clear indication of the reason the member was unable to reset their password online. We recommend that the member contact us and work with our TSA team to troubleshoot the issue.

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

• Initial Complaint

  Date:11/30/2022

  Type:Billing 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.

  On 11/09/2022 I reported a fraudulent charge of $34.99 to BECUs credit card department. My **** card was canceled, and I was told a replacement would be sent out.Two weeks passed. no credit was posted, and no replacement card had arrived. After much effort to reach a representative, I was told the card had been mailed and the account would show a credit eventually.Three weeks passed. Worried the **** card had been lost or intercepted in the mail I again called the BECU phone number. Again, with much difficulty I finally reached a representative. This time I was told that no cards have been mailed for weeks including mine.I filed a complaint and was told a manager would reach out to me. Three days have passed, and no contact has been made.Three weeks after reporting a fraudulent charge, no credit to my account has been made, no replacement card has arrived, no apology has been offered, and no response to my complaint has been made. With all the negative complaints and reviews posted here, the A+ rating for BECU baffles me.

  

  Business Response

  Date: 12/13/2022

  Member contacted BECU on November 9, 2022 and submitted a **** fraud claim. BECU complies with the Truth-in-Lending Act, Reg. Z requires institutions to resolve a **** fraud claim within 30 days. As of December 1, 2022 member's claim has been resolved and the fraud amount has been credit back to the member. 

  BECU card printing vendor was experiencing shipping delays at their facility in November which caused the fulfillment times to run longer than normal. On December 2, 2022 a ******* Center supervisor reached out the member to address member's concerns. As of December 1, 2022 our vendor has resolved the shipping delays and a new **** card has been mailed out to the member. 

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

  Customer Answer

  Date: 12/14/2022

   
  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.

  I was contacted by a very professional and friendly BECU agent who listened to my complaint, was very apologetic, and explained in detail the issues that led up to the mistakes.
  
  Additionally, he explained the steps that BECU is taking to prevent similar events from happening again.
  
  I am very satisfied by BECUs response and actions taken to resolve my issues.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/17/2022

  Type:Product 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 atm card was stolen. A check written for 300$ was deposited by the suspect, 220$ was withdrawn by same suspect. The check was part of a scam by a criminal suspect. I am the victim. I was defrauded. A direct deposit was made legitimately into said account in the amount of 730$(approximately) of which the 220$ the suspect appropried was debited by becu to cover the cost of the criminals illicit atm withdraw.That 220$ was taken by BECU because of a scoundrel bent on stealing money by way of fraud for God knows what, and that's not a good action by a bank when they are in custody as our protectors,not to allow us clients and patrons to be afraid of the dark forces of evil and succumb to that way of intimidation and bullying to punk us out of our hard earned money. They ultimately assisted in this felons crimespree and practically handed him my 220$, saying since, and I quote"since it was a cash action, I'm sorry,but you're out the 220$ and there is no way to get it back,there is nothing you can do." [Spoke to a representative @becu 6pm today nov 17 2022] and those were her vary words. I know I'm not the person that is out the 220$ and that's the bottom line. I'm sure all will agree. If not then I'm outta my mind and wrong. Bbb, please help me get my 220$ back. Thank you very much BBB **************************** TTEE 537 11 **** Mar 26 **** ********** ******************* Thank you good day!!!-B.E.C.U. bank in question-Just fyi

  

  Business Response

  Date: 12/14/2022

  On November 5, 2022 member contacted BECU regarding a negative balance on their account, the representative informed them that is due to the check deposited on October 28, 2022 for $300.00 was returned for insufficient funds. Member stated they left their debit card in someones car that was giving them a ride after opening their accounts and claim they have not made or authorized anyone to deposit or withdraw on their account. During the call the ************** representative stated they submitted a request to begin the investigation, but it appears there was an error, and a fraud claim was not submitted. BECU *************************** identified suspicious activity on the member's account and restricted account access until a fraud investigation could be completed. On November 16, 2022 member contacted BECU regarding the account restriction and the call was escalated to ************** leadership. During the call the lead advised the member that a formal fraud claim has not been submitted and that will need to be submitted to initiate the fraud claim. The lead completed the Fraud Intake form on that day and informed them that the investigation can take up to 10 business days. This matter was escalated to leadership and on November 28, 2022 the member spoke with a supervisor who advised them that we were still investigating the claim and will have concluded our investigation by December 2, 2022. As of November 29, 2022 the *************************** has concluded their investigation and determined that there was no error that occurred; therefore, no funds will be credited as a result of this claim. Based on the evidence from the investigation, the fraudulent activity listed on the claim was determined to be the type of fraud in which consumers willingly provide their online banking credentials and/or debit card and PIN to enable the fraudulent transaction.  

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

• Initial Complaint

  Date:11/16/2022

  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.

  I have signed up for an auto loan from BECU bank.The issues start with how they process and onboard you onto their system. They send several different mail (no email, despite having it) with an account number that gives you no way to access their online banking system. The online system is tied to another account number that is not sent to you physically.When you call in, their support puts you in a queue that says "4" minute wait, but after waiting over 30 mins and calling in twice, still no response.It is impossible to actually set up and pay this company, without resorting to check systems inventing in the ****s. Not modern and horrible customer service. Can't imagine this is how they want me to pay them for their service, what a joke.

  

  Business Response

  Date: 11/23/2022

  On October 17, 2022, BECU sent a new membership packet which included the auto loan account number and ******************** account number. On October 19, 2022, ********************** sent a notice regarding the details of the auto loan account and different payment options which include Online Banking. The notice indicates to enroll in Online Banking they must use their ******************** account, which is in the new member packet received. Our records indicate on November 16, 2022 the member contacted BECU and spoke to a ************** representative about having trouble setting up their Online Banking to make payment for their auto loan. Member was transferred to our Technical Support Analyst for support, but it appears the called dropped. On the same day the member visited a BECU ***************************** (NFC) and got enrolled into Online Banking successfully. BECU offers multiple way to pay their bills and provided a list of the options in the response. 

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

• Initial Complaint

  Date:10/28/2022

  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.

  Date of transaction = 10/28/2022 Opened two CD's and accidently closed both on same day 10/28/2022.I was charged $800.00 and was told that BECU would not reopen the CD's on the same day 10/28/2022.I talked to a BECU person on the phone and visited the *********, ** branch (************) and was told sorry, cannot help you on 10/28/2022.There was no information about the penalty charged when I was closing the CD's. The computer system did not warn of a penalty. I noticed the penalty after the fact when I checked transaction history.

  

  Business Response

  Date: 11/16/2022

  Member opened two CDs through Online Banking, a ***** month CD with a maturity date of September 28, **** and a 24 month Bump CD with a maturity date of October 28, ****. On the same day member contacted BECU after they had closed the two CD accounts online and inquired why they did not receive the full amount back from the CDs. The ************** representative informed them that there was a 90 day of interest penalty that applies when a CD is closed prior to the maturity date. Member visited the *************************************** (NFC), member requested for the two CD accounts to be reopened and the Member Consultant representative informed them that we cannot re-open closed accounts. When member closed the CD accounts online, they had to go through several steps and were presented with a disclosure that states a penalty fee may be deducted from the remaining CD balance, which they must click continue to review the details of the fees. The member was then presented with the Review Your CD Withdrawal Options page which outline details for: CD Selected, Withdrawal Type, Transfer Amount, CD Balance, Accrued Interest, Penalty Fees (Subtracted from your CD balance), Total Amount Transferred to Your Account, and then they must click Confirm to finalize the account closure. BECU declined to reverse the CD penalty fees as this does not meet the guidelines of an exception to reverse CD penalty fees outlined in the Reserve Requirements of Depository Institutions, implemented by Regulation D.