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.

close

Find a Location

B E C U has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/18/2022

  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 am looking for resolution on the continuing problem I have been having with BECU. After receiving a phone call regarding my auto loan, I was made aware that BECU you did not have my current insurance and force placed insurance on my vehicle loan. I was instructed by the BECU representative to continue making payments as usual and to contact the forced placed insurance provider and give them my insurance information. I did exactly that. Thinking the issue was resolved, I continued making payments. I received notice that I was late on my BECU auto loan when I applied for credit at another company. I was taken back as I have always maintained a perfect payment history which resulted in my flawless credit. I called BECU and spoke to another representative who was extremely confused and couldn't clearly explain why my account was so behind. I explained I have made payments each month, even last month I made $1160 payment and it was STILL late. I did discover, BECU did not have my correct address on file. Thus, I never received one bill or notice. I completed this loan through the dealer and the correct address was given. This situation would have never gotten this far if the correct address was on my loan. I also explained this to the representative and he shrugged it off. He exclaimed there was nothing he could do. At which time, I asked to speak with a manager. He said "We only do manager call backs". I have waited THREE months for a manager call back. I have called into BECU six times since, trying to get a manager, and never receive a call back!I served in the ************* Navy for 26 years which left me 100% disabled and all I am trying to do is fix this issue. I am requesting all late fees be reversed and my credit brought back to its flawless standing. I have done everything to clarify this situation and BECU just takes money and never responds. This business is shady. Please help!

  

  Business Response

  Date: 11/07/2022

  BECU followed all the proper procedures for applying CPI. Member applied for an auto loan with the **** ************ address. BECU mailed correspondence to the member at the address they provided during the application. The address was not updated in a timely manner. Sufficient insurance information was not provided timely, and CPI was applied to the loan. Insurance was verified but demonstrated a lapse in coverage, and a partial refund was applied.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18244249
  
  I am rejecting this response because:

  
  

  Responses in BOLD below: 

  
  

  This letter is in response to your communication to the Better Business Bureau (BBB) received by BECU on October 19, 2022. In your communication you state you were notified that BECU did not have your current insurance information and forced placed insurance on your vehicle. You state you were instructed to continue making payments and to contact the forced placed insurance provider (Allied Solutions) and provide them with your insurance information, which you did. You state you continued to make payments thinking the issue was resolved.You claim that you received notice that you were late when applying for credit at another company. You called BECU to determine why your account was so behind. You explained to the BECU representative that you have made payments each month and claim in September you made a $1,160.00 payment but are still late. You claim that BECU did not have your correct address, so you never received one bill or notice. You claim the situation would have never gotten this far if the correct address was on the loan.  

  BECU records show on December 7, 2021, you signed the loan agreement that includes:Other Important Agreements, 2. Your other promises to us, section d. Insurance you must have on the vehicle: You agree to have physical damage insurance covering loss of or damage to the vehicle for the term of this contract. The insurance must cover our interest in the vehicle. Warning: Unless you provide us with evidence of the insurance coverage as required by our contract or loan agreement, we *** purchase insurance at your expense to protect our interest. This insurance ***, but need not, also protect your interest. If the collateral becomes damaged, the coverage we purchase *** not pay any claim you make or any claim made again youThe coverage we purchase *** be considerably more expensive than insurance you can obtain on your own and *** not satisfy any need for property damage coverage or any mandatory liability insurance requirements imposed by applicable lawOn the agreement, your address is listed as:**** ************ PS RD *******, ** 98528.

  
  

  The address of **** was not supplied by me, as that is definitely not my address.  I, personally provided the dealership a utility bill at the time of the vehicle purchase that showed my CURRENT/CORRECT address. The error falls between BECU and the Dealership. I have proof my utility bill with the correct address was provided. This whole situation would not have happened if I was notified VIA - telephone or proper mailing address. I requested MULTIPLE times for a manager call back, never did I receive one. I went above and beyond to resolve BECU's failure to timely notify me, this could have been resolved at the time of incident.  The fact, BECU never had a manager call me after 5+ attempts, is unprofessional, unfair and unjust. 

  
  

  The phone call I had with BECU when I discovered my credit was damaged was the following:  BECU: "We see you've made every payment on time. The contractors for the insurance (Allied Solutions) were seriously understaffed and behind. Continue making your payments." THIS PHONE CALL WAS RECORDED. This was ALL that was disclosed to me. Period.

  
  

  I am requesting ALL late fees be reversed and my credit brought back to perfect standing (as it has always been). I have NEVER made one late payment - you can visually see that. BECU failed to handle their business with a simple phone call. BECU must now make it right, it's the right thing to do.

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

• Initial Complaint

  Date:09/29/2022

  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.

  I opened my email this morning to a notification from my credit report saying that my credit card account with BECU had been closed.... again. In 2019 I had the same thing happen with no warning no email was sent to notify me that my account would be closed if I did not make purchase etc. At that time I had told them that I keep this open for emergencies because my disabled mother shares this bank account with me and that way I can help her if she needs it and she has access to the account. We keep this credit card account in case of emergencies with BECU since I have been banking with them for over 15 years. They closed my account and my credit has dropped by 20 points with no warning. If this happened to one of my clients and they were under contract to buy a home and this were to happen they may lose the opportunity to buy a home. No forewarning is 100% unacceptable. When I called the rep told me in order to keep it active I need to buy something as simple as a pack of gum to keep it open. So I need to spend 99 cents on a $15,000 limit credit card to keep it active..... I would like my credit card reopened so in case of emergency I can help my mother and the report taken off of my credit.

  

  Business Response

  Date: 10/07/2022

  BECU records indicate that member's **** credit card expired in August, 2022 and due to a lack of use, the account had been inactive, and we could not renew the card. Prior to closing the **** account, BECU sent two notices (enclosed in the response) to member's address on file. According to our records member updated their address from the address that had been on file to a new address on September 30, 2022. BECU followed all the appropriate procedures in closing the **** account and is reporting accurately to the credit bureau.  

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

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18145993
  
  I am rejecting this response because: no notifications were given via email and a single notice is unacceptable. We are a military family and have to move regularly. This has always been an issue with this bank. They are not service member friendly. I had told the previous rep that due to frequent moves that notifications need to be given via email. I have been banking with BECU for over 15 years and this is how they treat their members. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/20/2022

  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 pay my credit card using *** withdrawals from the credit card side not from the bank side. The payments post within a day or two of the credit card company posting the payments on their site.I recently made a ******+ payment on my account and another smaller ******+ payment. BECU posted my payments from my credit card company on my account the morning of Sept 19th. This was fine and expected. Then after hours that same day, BECU reran the *** payment from the credit card company for the ******+ payment. I tried to contact BECU but their "customer service lines" were only taking calls for "credit card fraud" and nothing else. I guess checking account fraud doesn't count. No one would transfer me to anyone who could help. Luckily they hand't overdrawn my account but only because I purposely keep a buffer in my account for "accidents".I contacted my credit card company to make sure they hadn't made an error. They only show one payment. As of this morning, no one at BECU has answered my call. I've been on hold for over 20 minutes. No one answered my messages in their app either

  

  Business Response

  Date: 09/28/2022

  On September 20, 2022, BECU was made aware of  a duplicate ACH file that was processed in error on September 19, 2022. BECU posted an alert on the becu.org website promptly after being notified of the incident to inform our members. Our records indicate that the member contacted BECU on September 19, 2022 through our Secured Messenger portal during non-business hours and member were advised that an agent will respond when they are online. On September 20, 2022, a Secured Messenger Representative responded to the member, but we did not receive a reply from the member and the conversation was closed. On the same day, the member contacted BECU via phone and spoke to a ************** Representative who advised the member of the incident and that BECU was in the process of correcting the error. As of September 20, 2022, the duplicate debit has been remediated and the amount of $955.22 has been credited back to the member's account.

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

  Customer Answer

  Date: 09/28/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/12/2022

  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 attempted to make a $2000 Zelle payment which BECU put a hold on. I called customer service (got transferred to tech support for Zelle payments I believe) and asked for the payment with the hold to be canceled. The woman on the phone was really nice and told me that it was canceled and wouldn't go through. I thanked her and hung up. The next day the payment did go through causing me over pay a moving company by $2000. I've spent over two months trying to get my money back from the moving company. The money should never have gone to them in the first place. If the teller had just told me it couldn't be canceled I would have accounted for it and calculated the total correctly. I called customer service about it and was told that there is nothing they can do about it but file a request for the money to be returned by the company. The guy I spoke to admitted that it probably wouldn't do any good and it didn't. My complaint is that I was told it was canceled. Without that incorrect information everything would have been fine. Instead I lost $2000 and tons of my time on this matter.In my zelle dashboard the payment still shows as processing (image attached). But according to the moving company and the customer service person I called about the matter the payment did go through.

  

  Business Response

  Date: 09/27/2022

  BECU research indicates that the member processed three separate $2,000.00 Zelle transfers to payee MOVE US. LLC.  On June 28, 2022, the member contacted BECU regarding the security hold that was placed on the initial Zelle transfer request. Technical Support Analyst (***) Department completed a verification process to remove the security hold, and the transfer cleared their account on June 29, 2022. On July 1, 2022, the member contacted BECU regarding a Zelle transfer for $2,000.00; member authorized and processed two transfers on the same day. At this time, one of the authorized $2,000.00 Zelle transfers had cleared their account, and the other was pending. When the ************** Representative was speaking with the member, they believed both transactions had cleared and informed the member that they would have to transfer them to the *** Department to process their request. However, when the representative reviewed the member's account, they advised that because the second transaction was currently pending, the member could go into their account online to cancel the pending Zelle request them self. Our records do not indicate that the member canceled the pending Zelle request, therefore the third and final Zelle transfer for $2,000.00 was processed successfully and cleared the account on July 1, 2022. On July 21, 2022, the member contacted BECU regarding this matter and the *** Representative confirmed the payment went through. During the call the representative submitted a recovery effort for the $2,000.00 in an attempt to retrieve the funds; this process is dependent on the recipient to approve and return the funds. A *** Supervisor contacted the member on September 14, 2022 and offered to contact MOVE US. LLC. directly in an attempt to assist the member in resolving this matter. BECU has not received a response from the recipient regarding returning the funds. BECU has exhausted all our efforts to recover the funds and recommend that the member to work directly with MOVE US. LLC to resolve this issue.

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

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18015864
  
  I am rejecting this response because: The part about being told I can go online and cancel the Zelle payment myself is incorrect. That is not something that can be done online as far as I am aware which is why I called customer service. I attempted to make two $2000 Zelle payments on June 30th. One went through and the other said it had a hold on it. I called customer service and asked the ********************** representative if they could cancel the payment with the hold on it and they told me yes. She told me it was canceled and wouldn't go through. It went through the next day on July 1st according to my bank statement. My Zelle activity page on the BECU site still says that payment is "Processing" to this day (I sent a picture of this). That combined with the representative telling me it was canceled and wouldn't go through is why I overpaid the moving company by $2000. The moving company is refusing to refund me the money because their delivery drivers disappeared with the remainder of the balance I paid them via money orders and cash and didn't supply the moving company with any updated paperwork. If the representative hadn't assured me the payment was canceled I would have calculated my payment correctly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/04/2022

  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.

  I bought a 2022 hundai santa **** and provided proof of insurance with geico, my ******* maiden name and ID when purchased. I received request for proof of insurance and contacted ***** who said it was provided. I have changed insurance to AARP as of August 31st and I have attached the policy and documentation. Yesterday I received a threatening letter from BECU telling me they are going to bill 8 k to my loan for insurance. I now hate them and need proof this is legal when I have had and still have it. I can't afford a bigger payment and as soon as I've had this car a year I will refinance. Is this a scam

  

  Business Response

  Date: 09/21/2022

  On June 11, 2022, member purchased a vehicle with ***************** dealership, the loan was approved and funded through BECU. The insurance information the member provided during the purchase of the vehicle is a dealership requirement to complete the loan application and for the purchased vehicle to be driven off the lot. At the time of purchase, the insurance information did not reflect the 2022 ******* Santa **** as the insured vehicle, nor did it reflect BECU as the lienholder. BECU sent the 1st Notice on August 3, 2022, requesting that the member furnish evidence of insurance required by the terms of your loan agreement, and a 2nd Notice on August 24, 2022, reflects the amount of the ******************************* (CPI) that would be added to the loan to cover the vehicle and protect the interest of BECU if we did not receive insurance coverage as required. Our records indicate that on August 25, 2022, BECU received the proof of insurance coverage from **************** the policy had an effective date of June 11, 2022 to August 31, 2022. On September 13, 2022, BECU received a new insurance policy from AARP Insurance with an effective date of August 31, 2022. As of the date of this letter, BECU has received the appropriate proof of insurance coverage for the purchased vehicle and the referenced CPI will not be applied to the member's loan.

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

• Initial Complaint

  Date:08/29/2022

  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.

  For the past two weeks, I have attempted to create an account with BECU. I live in an urban ******* neighborhood with few credit unions, and BECU is the closest. Each attempt to apply online gave me an error that they were unable to confirm my identity. I called BECU and was told that I would have to go in to a branch to apply. Being physically disabled, on August 27, 2022, I made the trek and began the application process. Mid-way through, the BECU clerk, who was very kind and professional, went to the printer and returned with a notice on BECU letterhead stating that my application for membership was denied. Specifically, it stated: "Thank you for considering BECU. Unfortunately, we are not able to open your account today. This decision was made after we reviewed your application and information provided by the consumer reporting agency listed below." Assuring me that the document was not a credit report and that the score I received, 539, was not a credit score, I was a told by the clerk that BECU requires a score of at least 350. He could not describe what the score represents or describe what any of the identified factors--Time since non-DDA inquiry activity; Time at current address (I've lived at my address for a year with no late rental payments); No evidence of asset ownership; Non-DOA inquiry of retail item history--meant. Likewise, I called ******************* who issued this so-called "score" and got an endless loop of automated "press # to..." options. I have a federal security clearance and work for the U.S. ********** of ******** with an income of over $100,000 per year. I believe that BECU is discriminating against the disabled.

  

  Business Response

  Date: 09/08/2022

  Complaint submitted multiple online applications (August 9, 2022, August 17, 2022, August 24, 2022), these applications were not completed due to a failed status on the identity Verification process. On August 9, 2022, complainant contacted BECU and was given the option to go into a branch with photo identification to complete the verification process in person. On August 27, 2022, the complaint went into a branch to complete the membership application and the application came back as declined. BECU obtains a **** Systems report for all membership applications. The key factors are determined by **** Systems Inc. and unfortunately, BECU are not provided with the details of the factors. BECU were not able to establish membership at that time due to the information reported to BECU by **** Systems, including the consumer score and the key factors. BECU followed all the appropriate process in reviewing and decisioning the membership application. If the complainant feel any information reported to **** Systems Inc. is inaccurate, we encourage them to contact **** Systems Inc. directly to either dispute or clear up the information. Contact info provided in the response. 

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

• Initial Complaint

  Date:08/23/2022

  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.

  I received a notice from BECU that my daughter's identity was included in a recent data breach. The notice included instructions to sign up for free credit monitoring, including a unique code. When I attempted to enroll her in the monitoring, *******'s system informed me that minor children cannot sign up for credit monitoring. I contacted BECU the week of 8/15 and was informed I would be contacted back. When that didn't happen, I contacted BECU again on 8/23. I received a new code, which subsequently did not work. I contacted BECU a third time, and was informed I needed to call Equifax to enroll my daughter in the credit monitoring. After speaking with Equifax, I now know that I need to mail them a copy of my daughter's birth certificate, my driver's license, and a letter explaining that I want her credit file frozen. I have also discovered that to completely protect her, I need to separately contact Transunion and Experian, and likely do the same thing.This is a disaster. What a terrible customer service experience and one that has already required me to spend an hour on the phone sorting out how best to protect my daughter's credit file. Now I have a bunch of homework I have to do, all because BECU either doesn't adequately vet or monitor their vendors who have access to our information.I would like BECU to take a greater role in helping me resolve this issue. I don't feel that I should be required to make all this extra, unexpected effort while BECU simply auto-mails form letters to customers. I'd like a member of BECU's executive customer service team to contact me and explain to me what the credit union will do to help me in this matter.

  

  Business Response

  Date: 09/21/2022

  Our relationship with our members is incredibly important, as is the need to protect and secure members privacy and sensitive information. Member communication was circulated among BECU cybersecurity, incident response and communications leaders. If member wish to discuss their concerns further, a contact was provided in the response. 

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

• Initial Complaint

  Date:08/19/2022

  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 was a primary **** card holder with over 8 years at. BECU. I lost my account ,,my rewards fee of ***** and my rewards points. I did not authorize this closure.Apparently what happened my ex husband called BECU and canceled this account over the phone.Policy to close an account is to fill out the Consumer. Account Closure Request, witch is what I did to close are savings, and checking !BECU clearly violated my rights as a consumer and did not follow their own policys. This has also effected my credit due to the closer of the long standing account and credit balance allowed..

  

  Business Response

  Date: 09/02/2022

  BECU records indicates that on August 10, 2022, the joint cardholder contacted BECU and requested to close the **** account. The **** account was jointly held, which means either the primary or joint signer are allowed to close the account and account can be close over the phone. BECU acted in accordance with our Credit and Security Agreement and complied with the joint signer's request to close the **** account. Once the account is close, we are not able to reopen the account or reinstate the reward points. 

• Initial Complaint

  Date:08/18/2022

  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.

  On 08/18/2022 at approximately 1530, I reached out to business to release a hold on my Zelle account due to miscellaneous transactions that failed to go through in July due to a lack of confirmation in a timely fashion on the BECU app. After several minutes I was transferred to IT Technical support an individual by the name of Allen. After I told Allen why I was calling and asked him if he could decline transactions that did not go through and unlock my Zelle account, he proceeded to tell me why the transactions did not go through. I told him the transactions I wanted to go through did not correct, and I was aware they did not go through (this is a MONTH after said transactions were attempted). Allen proceeded to tell me how the Zelle app works, I've had Zelle since it became compatible with the BECU website. He proceeded to tell me he could unlock the account but first I needed to provide him with my card information. I then asked the individual what information did I need to provide him with from the card? Allen became abrasive, and refused to tell me what information he needed off the card, he even asked me" do you have the card yet", implying he was not going to again answer what information did he need on the card. When I asked to speak to his manager or another team member, he proceeded to tell me that he was the only one that could help me in an abrasive, unprofessional, tone. This individual was rude and aggressive.

  

  Business Response

  Date: 09/02/2022

  On August 18, 2022, member contacted BECU regarding a hold on their Zelle account and was assisted by our TSA Department. The TSA representative educate the member on the Zelle transfer verification process which place their Zelle account on hold. Member explained they were aware of the hold at the time but didn't resolve it right away because they were on vacation. The representative went through an identification process to remove the Zelle hold by asking for the member's Debit or Visa card. When the member inquired what information the representative needed from the card, the representative replied asking for the card information or if the member have the cards on them. The representative was not being clear when replying to the member, they were trying to obtain a Debit or Visa card number as part of the identification process. It was also clear from the interaction the representative declined the member's request to be transferred to a Supervisor or another Representative. This matter has been escalated to the TSA leaderships, and a TSA Supervisor attempted to contact the member on August 19, 2022 and August 22, 2022, but they have been unable to reach the. Provided member with the TSA supervisor's direct extension for call back.   

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

  Customer Answer

  Date: 09/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have yet to be contacted in regards to the following; 

  Communication from a manager informing me of escalated complaint regarding the unprofessionalism displayed by their employee. Communication regarding my Zelle account still on hold. 
  
  Sincerely,
  
  
  
  ****** ********

   

• Initial Complaint

  Date:08/17/2022

  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.

  I am attempting to settle the estate of my parents, who both passed away in 2021. They had two mortgages through BECU. BECU has outsourced many of their operations to Cenlar. I need to obtain documentation of the balance of the mortgage for the date of death of my mother (September 13, 2021) to be provided to the state of Washington.I have provided BECU/Cenlar documentation of my role as the Administrator of the Estate for both parents, as well as death certificates and my identification. My attorney has confirmed that this is sufficient to prove my position, and that this should be all I need to obtain the documentation I have called BECU over 22 times, and spent many hours (40+) speaking with representatives, sitting on hold and being transferred between departments. I have been told on the phone that the request has been processed, only for a form letter to be generated and sent to me in the mail telling me they need additional items, like the deed to the property and my right to inherit, to establish me as a successor in interest. One mortgage has been paid off, and the other mortgage is soon to be paid off (a balance of ~$111). I do not wish to become a successor in interest in either mortgage, and my attorney confirms that this is not necessary for my request to be fulfilled from a legal standpoint. I am at a loss for what to do next, and would like your help in getting BECU to resolve this.

  

  Business Response

  Date: 08/31/2022

  Complainant request was for the principal balance on each loan account. BECU regret that we continue to request additional documentation for Successor in Interest(SII) when it was not their intent to become a SII. BECU have provided the paid in full letter and payment history for all requested loans to the complainant. 

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