Complaints
This profile includes complaints for B E C U's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 133 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/25/2025
Type: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.
If you planning to use becu card or access bank acount, apperently is no longer allowed when traveling abroad is a new thing, they are putting me through h*** to access my funds, I ask for wire transfer to my other bank account which is in WA state they are refusing to do it and just want to hold on to my fund. Worst bank to deal with when traveling, I am regrating why I ever bank with them. All their website won't connect, I spoke with becu technical person who explained to me I can't access my bank account zelle or the website when abroad so now I have to fly in just to verify my self and use this stone age bank. ********** ever.
Business Response
Date: 04/03/2025
Please see attached for BECU's response to this complaint. The response is being emailed and mailed to the member directly for their records.
Initial Complaint
Date:03/12/2025
Type: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 filed a legitimate unauthorized dispute with charges on my account. They denied my claim without proof of anything even though I insisted I was battling medical health issues at the time. They sent me an email on 3/7/2024 staying I'm 57 days past due owing them balance when I should owe them nothing do to fraudulent charges on my account. Not to mention they closed my account because of trying to file a dispute. I replied back to the email stating "yeah the only reason I owe is because of charges I didn't make which I filed a dispute for which yall aint realizing that." And they replied back stating "Thank you for emailing BECU. Due to privacy concerns and to protect your security, we are not able to respond to your email with specific account information." I tried calling them and was brushed off and they closed my account and wrongfully sent me to chexsystems. When I shouldn't have owed them anything due to these fraudulent charges. A fair resolve would be to remove the report from chexsystems and to remove the balance owed. Because they were fraudulent and I have proof I was in the hospital during said charges occurred. I'd like BECU to correct this and remove the debt and the false chexsystems report as I have not done anything fraudulent and I was wrongfully reported to owe debt that I shouldn't have owed. I've provided the emails attached here as well. If I have to i will contact the **********************************. But I'd prefer if they worked with me on this matter appropriately.Business Response
Date: 03/25/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Initial Complaint
Date:03/12/2025
Type: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 failed to refund me on a card dispute after a fraudulent charge was made. I have disputed a fraudulent charge in the past and then BECU determined that it wasnt fraudulent even though it was from a completely random location that I did not make to my account. Fraudulent charges usually happen after I withdraw money from their BECU ATM. I made a dispute on 2/27/24 when a fraudulent charge from Tumwater for $97.50 made a charge to my account and I did not get my money back after disputing it as a fraudulent charge. I just want my money back for $97.50.Business Response
Date: 03/17/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Customer Answer
Date: 03/18/2025
Complaint: 23057534
I am rejecting this response because: they refuse to refund me for a fraudulent charge that cost me $97.50. I did not authorize the charge but they are saying that it was me.
Sincerely,
**** ******Initial Complaint
Date:03/11/2025
Type: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 car insurance lapsed in 2024, and due to this my loan provider added a policy onto my car which in turn increased my monthly car payments from $459 to $794. I began being charged the additional amount in September 2024. I was told on multiple occasions (calls are recorded with the company) that once I reinstated my personal insurance, my car payments would return to normal. I was able to financially get insurance in February 2025 thus canceling the policy placed by the loan provider. I was then told I would have to continue paying for the policy for another 7 months even though I was told it would retroactively cease charges upon getting my own policy. Even though the calls were recorded telling me I would not have additional charges, they will not honor their mistake. I have been getting the run around for weeks about how much I owe, how it is calculated and where the numbers are being pulled from and every time I call them they change the amount, length of time I have to pay and the schedule of payments. I have asked over the phone many times for an itemized statement of the charges to be sent to me and they have continued to refuse and even have said they "cannot draft" or create a statement. They will only send me random calculations typed into an email. These numbers also do not match what I have previously been told. I was even sent a letter at one point with a completely different amount that states I owe it. I have gone into the branch, spoken to so many people and nobody can send me this bill that I am requesting. I am not comfortable paying for anything until I can see the breakdown of these charges. I feel this is extremely suspicious and wrong to not be transparent about what I am needing to pay (if anything). At this point I do not know what to do and this is causing immense emotional distress in which I do have a disability in regard to my mental health.Business Response
Date: 03/24/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Initial Complaint
Date:03/05/2025
Type: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.
Calling customer service- either get happy, sleepy or dopey. Had an overcharge on my debit card- called to get this resolved. First call, an over happy representative, promised to, "get this sorted".Second time calling, a representative seems really confused about what the issue was- despite all the notes on my account that they have. The third call was speaking to a representative who thought BECU had actually CREDITED ME the disputed amount and wanted to deduct the money from my account! I had to carefully explain how the amount was already deducted from my account from **************** (the double charger company) and BECU has given me no money so DO NOT TAKE ANY MONEY OUT OF MY ACCOUNT! No place is perfect but be warned- be very careful, watch your BECU account. By the way, ********************** couldn't help me with the overpayment-they said I should work it out with the vender, ok, if I could have, then I would have not contacted BECU right?!Don't fall for the concerned, "want to get this right" response to a negative review. It's not BECU banking, it's the marketing account! Social media! Don't provide any personal information to the email address they provide!Business Response
Date: 03/12/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Initial Complaint
Date:03/03/2025
Type: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 to BECU to pull out exactly $400 and they were $400 bills I have not touched the money all weekend I went to go pay a bill today and they said one of the $100 bills was counterfeit so I took the $100 bill back to be BECU and they confiscated tell me it didn't come from them cuz they're a bank but it did come from them I did not do anything with those 400 dollar bills and now I'm down $100 that they took it from me and would not refund my $100 now I'm down 100 and I have to pay rent with that I'm about ready to get kicked out I know for a fact I did not touch any other money that hundred dollar bill came from them and they just took it from me and told me I couldn't have another one how am I supposed to pay my bills I'm down $100 isn't it this is just c***Business Response
Date: 03/07/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Initial Complaint
Date:02/28/2025
Type: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.
Release of Lien In 2021 the divorce between myself and my spouse ****** **** was completed. We visited the BECU Silverdale branch to separate accounts and transparently communicate all aspects of the recorded legal divorce. Our 2015 Dodge Durango maintained an open account with ********************** and I agreed to take over all payments as sole owner. ****** formally relinquished all ownership in the provided court documents however, remained on the loan as to not require refinance. In October 2024 I paid off the loan to BECU and visited the branch where I received a letter showing the loan had been paid. I work on ships and leave for significant portions of time. In Feb 2025 I visited the *** to license the vehicle and remove ********************** from title. The *** explained I needed a letter from the bank I travelled to the branch where I was provided the same letter. I pushed back and after a significant time the bank employees explained the "collections and recovery ***** have issued a cross collateralization for a credit card in default. All my accounts and payments have been timely and above minimums. I have a Checking, Savings, HELOC, CC, and paid auto loan. The card was opened by ****** **** well after our divorce and completely in her name/SS and separate from me in every way. It appears the cross collateralization occurred after I paid off the loan of the car. The maneuver by the BECU recovery **** to use me (an autonomous member in good standing) to pressure ****** **** to pay her bill is a very poor business practice. I am not responsible and do not owe for this credit card account ending in 1005. The lein on my 2015 Dodge Durango should be lifted immediately. Upon communicating with multiple people in the ************* at BECU they consistently deny their "ability to remove the lein". However when pressed they state they won't not that they can't. This isn't right and truly unprofessional.Customer Answer
Date: 04/10/2025
Greetings,
I would like to inform the BBB as to my complaint ID ******** the BECU mgmt contacted me and have made an exception to their policy to release the cross collateralization lien and have officially provided a release.
I am satisfied with the outcome. In addition to this complaint I contacted a board member off of LinkedIn who helped to expedite and elevate my complaint which helped in solving the matter.Thank you for your assistance in this matter.
Warmly, ******* ****
Initial Complaint
Date:02/28/2025
Type: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 February 6th, 2025, I went into my local BECU to inquire about a car loan since I was thinking of upgrading my vehicle to a newer model. Once I sit down with the banker and tell them what I wanted to do, they obliged and started the process. They did not get too far before getting a look on their face and telling me they can only give me a phone number to call and that they cannot help me with the loan at this time. I figured that my credit was not what it needed to be to get a loan so I left the branch and called the phone number I received. I was given the "Bankruptcy/Loan Loss Recovery" number and waited on hold to get connected to someone, I was then connected to someone named "***** *****" who explained that they had a previous record that I had two (2) previous loans through them that, due to my bankruptcy in 2004 that got discharged, I could not get any loans through them. As a result, since I was "delinquent" on the loans that have been discharged for almost twenty-one (21) years now, I cannot bank with BECU and I have to bank elsewhere and that my accounts will be completely shut down in thirty (30) calendar days. I was shocked and appalled with the rudeness I experienced with this representative and how they did not show any empathy or show any type of emotion besides coldness and a disregard for how what I was told could affect me mentally and emotionally. I do not even know how they opened an account for me seven (7) years ago with this on my record with them.Business Response
Date: 03/06/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Customer Answer
Date: 03/15/2025
Hello,
I am updating you on this case, I reject the response BECU gave me. They still did not give a satisfactory response to my complaint. They still do not take any more blame for opening my accounts than a half-hearted apology.
Initial Complaint
Date:02/26/2025
Type: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 husband passed away suddenly in September 2024. I contacted BECU to let them know and work out an agrement regarding the ***** loan. They would not work with me at all. My husband just died, he didn't have life insurance, we had both just retired. I didn't have access to his pension yet and that would take about a month. I had to put our home up for sale to pay off all the debt, INCLUDING the *****. I tried to get BECU to contact the probate attorney as proof they would get the loan paid back, and they refused. The call me every week, never mention anything about my husband passing, just, "we need our money" . They then started reporting to the credit bureaus reporting late payments on the *****, which took my credit score from the high 700's to the low 500's. None of the other people whom also we owed money too, did this. They all understood and kept reporting "on time" payments. What is left of my life is now ruined!! I worked very hard to achive a good credit score, and they have ruined it in 3 months. My home is now pending and we will Close March 20th or before, but I will never have the credit score I had. Not to mention, they froze my credit card and lowered the limit as well!Business Response
Date: 03/06/2025
Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records.Customer Answer
Date: 03/17/2025
I do not accept the response from BECU. They make it sound like they tried to work with me. They did not. I tried to get a lower payment, they would not lower it. I tried to give them contact information for the probate attorney, they refused the information. I tried to give them my realtor information, but they refused that as well. They only wanted money, they were not willing to work with me in any way, even though they say they "tried" they only tried to get their money. I needed them to know that I was in the process of selling our home so I COULD get the loan paid back. They did not care. So, no, I do not accept the response from them.
Initial Complaint
Date:02/11/2025
Type: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 have been a loyal BECU member for 10 years, but an issue an 2/10/25 has caused me serious inconvenience and financial hardship due to a lack of clear communication on BECUs ******* debit card was set to expire this month, and BECU mailed a replacement in an unmarked envelope from ***********, ** rather than from their headquarters in *******, **. Because it looked like junk mail, I unknowingly did not open it.When I called to report that I had not received my new card, I consented to a replacement, but at no point was I informed that this would immediately cancel my current debit card. This resulted in me being stranded at a gas station with a declined transaction and no access to my own *********, BECU is requiring me to pay a $32 fee to expedite a new card, despite the fact that:1) They failed to notify me that ordering a new replacement card would deactivate my current one.2) Their mailing method was unreliable, leading to me unknowingly ignoring the envelope with my replacement card.3) They did not offer a courtesy waiver for the fee, despite my situation being caused by their poor communication.I am requesting that BECU refund the $32 fee and take accountability for the lack of transparency in their replacement card policies. Had I been properly informed that my old card would be canceled immediately, I would have made arrangements to avoid being left without access to my funds.I would appreciate a prompt response and a resolution to this issue.Business Response
Date: 02/20/2025
The response is being sent to the complainant via email for their records. Please see attached BECU response to complainant.Customer Answer
Date: 02/25/2025
I just wanted to provide an update that BECU has refunded my fee, and I consider this matter resolved. Please mark this complaint as closed.
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