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

  12810 E Mirabeau Pkwy Spokane Vly, WA 99216-1464

  
• 

  B E C U

  205 10th St NE Auburn Nfc Auburn, WA 98002-4045

  
• 

  B E C U

  21182 Hwy 410 Bonney Lake NFC Bonney Lake, WA 98391

  
• 

  B E C U

  18333 Bothell Way NE Bothell Nfc Bothell, WA 98011-1901

  

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:02/04/2025

  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 had to make a dispute on my card because my teenager son took it to purchase games on Playstation and they canceled my card and made me pay an expedition fee because of had to ship it to another state that I have been living on and in this dispute, they give you provisional credit and this is actually the 3rd time I have had to do this because my son took my card out of my purse without permission, and this time they took back 2 of the provisional credits even though there was no money to cover them leaving me a,negative balance and taking the rest of my money....I understand this can happen when doing an investigation on a dispute but the money was on my account for them to take it back out and now I'm in the negative...this has never happened before and I don't just make disputes on my account for no reason. I don't play the Playstation my kids do!

  

  Business Response

  Date: 02/13/2025

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $12000 credit cards from BECU bank and I used to buy flights for me and my family and also some furniture for my new apartment.I used $10000 on the card.I was charged for $289 each month and I called them and they said I passed my cash limit.If I dont want them to charge me I must pay $6000 .I went and borrowed money from **** and paid them.Means I owned them only $5000 and they cant charge me anymore because they said my cash limit is only $5000.Then I was surprised that the keeping charge me and I called them and they said my credit limit now is not $12000 but $5000 Up to now they are charging me even I paid and now I own them $3000 I dont see this is normal

  

  Business Response

  Date: 02/06/2025

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22854010
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/24/2025

  They just telling me sorry and I want them to return all illegal charges they have been charged me.

  Yes please,and I need explanation how the $12000 they gave me on my credit card changed to become $5000 without let me know 

  This case is not resolved yet but they charged me 3 days ago $49 

  

  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. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22854010
  
  I am rejecting this response because:I need BECU to reimburse me not asking apology 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/23/2025

  Type:Product 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 am writing to express my concern regarding the delay in resolving my insurance settlement for the total loss of my vehicle. I am trying to get help with BECU getting the letter of guarantte to CoPart Express ******, records shows was last sent to me on December 27, 2024. However, the letter was incomplete, as it did not include the settlement amount, rendering it insufficient to proceed. ****** Express needs the updated letter of guarantee.I am unable to get in contact with anyone on the BECU collections/recovery team that can help, send them emails ************************************ with no response or **************. I am no other options to file a ************ has now been almost a month, and they have yet received an updated and accurate letter of guarantee. This prolonged delay is causing significant hardship, as I urgently need to resolve this matter to purchase a replacement vehicle.I kindly request that you expedite the process of issuing a proper letter of guarantee with the full settlement amount included. I cannot stress enough the importance of resolving this matter as soon as possible due to the financial strain and disruption this delay is causing.Please provide me with an immediate update on the status of my settlement. If further information or action is needed from my side to expedite this, kindly inform me without delay. I look forward to your prompt response to this pressing matter.CoPart Claim: ******** BECU Loan: 2017 ***** RX350, loan number ********** Thank you for your attention to this issue.*** ****** ************** ****************

  

  Business Response

  Date: 01/30/2025

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

  Customer Answer

  Date: 01/31/2025

   
  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:01/14/2025

  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 checking/savings account was compromised on 12/13. On 12/14 a new debit card was ordered, with a verbal guarantee from the little kid who worked with me that my new card would be here 12/19-12/23. It didnt come. On Jan 2 I finally got another card ordered. The kid on the line told me she expedited it. She didnt.On Jan 7 the card still had not arrived, so I called again. Another little kid, this time on the leadership team, expedited a card to me with extra paperwork just to make sure we did this right, and a promise he would call me back on Jan 8 just after 5pm with a tracking number. He didnt call. Then I messaged BECU on ********. They said they escalated the call to their leadership team again, putting me back into some sort of line. I messaged them again because low and behold- still no response. They scolded me for asking and told me I needed to be patient because it hadnt been 24 hours. I wrote back calling them out on their bs and asking for the tracking number. No response. I got someone to go find my card, as now there have been two ordered since Jan 2, and I have neither. When she got back on the phone 20 minutes later she said that card number 3, the one that had been expedited correctly had been cancelled before it was sent because one of their teams didnt check with the other team (right hand didnt talk to the left hand) and no one bothered to read the notes on the account or double check. Then she told me the second card, the one that was supposed to be expedited but wasnt might be there by Friday. It wasn't. I messaged on FB again and demanded they put a hold on my account. They didn't respond. To date, it has been one month, and I have yet to receive a debt card for my bank account, despite three tries with their phone team. (I live in another state, so I cant just go into the branch.) Ive also yet to receive a call, email, message via fb, or any kind of follow up from anyone on their team on any level.

  

  Business Response

  Date: 01/27/2025

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22811784
  
  I am rejecting this response because:

  Unfortunately, due to the fact that you chose not to COMMUNICATE with me any of your intentions about sending another card or etc, I did not know that was what I had received. I thought it was one of the missing cards. I destroyed it. In the real world, or that is to say the way things used to be, someone would have called and communicated like an adult. Which seems to be dead. But I can't read your mind, nor do I have endless time to continue calling your idiots on the hotline to try and help them help me with basic service. I fired you. I don't want another card. I don't want to use that account any longer. I secured a new account at a new bank. I can't bank with you any longer because I am no longer able to walk in and get the service I should have had on the phone. Your staff is immature and untrained and unreliable. I can't go without a bankcard for a month, and neither can anyone else in this world. I should not have to say that or type it to you.  

  Right now, I'm working to secure credit to remove debt from you and close all my accounts. As I'm doing that, the remedy I now seek is a revisit of the fraud complaint I put in last summer where I was not able to recoup any of the money stolen from me due to a judgement against me by BECU. The issue was that I was LATE to file my fraud documents. If it's ok for you to be late, why do you have the right to judge against me for being late?

  Please do something real and meaningful to make good on this so I don't have to do social media march through every site bashing you in your ratings. I was a good loyal customer for a very long time. I have borrowed and owed and paid you back faithfully time and time again for over a decade. You've let me walk away like I don't matter. You should make sure I don't do it mad. 

   

  Sincerely,

  
  ***** ***

  

  Business Response

  Date: 02/06/2025

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22811784
  
  I am rejecting this response because:

  You just got done taking over 30 days to provide a debit card and thereby access to my bank account. Your generic response notes that I failed to do something in a timely manner. SO DID YOU. You've fallen off as a financial institution. Your behavior is degrading and beneath the establishment that I originally worked with. The reason I demanded something more legitimate in terms of both time and in terms of a real response is because of your hypocrisy. WAKE UP!!!!!! STOP HIDING BEHIND THE COMPUTER. SOMEONE SHOULD HAVE CALLED ME WHEN THIS ORIGIANLLY HAPPENED. WHY CAN'T YOU TREAT ME THE WAY YOU WOULD WANT TO BE TREATED. 

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BECU sent unauthorized mortgage payment to ********** on 12/12/******** bank states at my request that they refunded my unauthorized payment back to My checking account at ********************** on 12/19/24. Refund Payment has not been deposited into my BECU account and ********************** can not locate my refund. I have made many calls to BECU since 12/19 and per instruction from ***** called BECU requesting they do 3 way call to remedy the issue. My request to BECU was denied on 1/3/25 and this issue has still not been resolved.

  Customer Answer

  Date: 01/06/2025

  Complaint # 22763791 has been resolved. Refund has been received .

  Thank you ~

  ***** *****

• Initial Complaint

  Date:12/18/2024

  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.

  On December 7, 2024, I had a stroke. My son ****** ******** noticed that my car was repossessed on the 12th due to missed payments. I was planning to catch up on payments but since the 7th I have been in the *********** son has tried to call several times with my verification provided to get information onto how to retrieve the car back, but no one has called us back with any information. Today, I was informed that I would need to pay the remainder of the loan which is over $6000 to retrieve my car. I am kindly asking for an exception given my hospitals day and extenuating circumstances.Please is there any way to arrange a plan to pay or catch up on missed payments to have the vehicle returned. Additionally, each day with no response is incurring additional fees and stress on me which I do not need at this time.Please give either my son *** ******** ************** or daughter ***** ******** a call back on this matter at **************.I ask you to think of your values Do the Right Thing We ask ourselves: "Is it the right thing for our members?"Be Real We're more than just money. We are people helping people.Please, I am more than just an account. I am a person who suffered a massive strike. I hope you can make an exception.I appreciate any help and assistance. Blessings,****** *************

  

  Business Response

  Date: 12/31/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complaint for their records. 

• Initial Complaint

  Date:12/05/2024

  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 called to close my checking accounts, saving account and ********************** card. Was told all of them could be closed over the phone except the savings account required a paper form. I told them to close all the others and mailed in the paperwork. I then received a letter telling me they wouldn't close my savings account because I had an active **** credit and that I needed to close my VIA and resubmit the form again. I called again and was told a second time they would close my **** but refused to process the savings account closure unless I paid to submit the form again.Closing account shouldn't be challenging. It's not a debit card with recent/pending activity it's an empty savings account and they shouldn't be permitted to put up ridiculous obstacles to try and prevent customers from leaving.

  

  Business Response

  Date: 12/19/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.

  Customer Answer

  Date: 01/09/2025

   
  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:12/05/2024

  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.

  *** is needing to obtain legal documents (letters of Guarantee) for 3 total losses. We have followed the steps BECU has given to obtain these documents but have yet to receive a response. This is involving three total loses, VIN ending in 929509(requested 11/17), VIN ending in ****** (requested 11/07), VIN ending in ****** (requested 10/18) and we need immediate resolution to ensure they receive the settlement payment for these losses. BECU has stated this process should take 2 to 3 business days to complete and we have been trying to obtain these documents since 10/18 for one of the vehicles, and close to a month for another.

  

  Business Response

  Date: 12/18/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

• Initial Complaint

  Date:11/08/2024

  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.

  Due to unexpected circumstances, my vehicle was recently repossessed, and I have been informed that a full payment of $35,000 is required to regain possession. Unfortunately, I am currently unable to secure this amount due to limited financing options and a credit score impacted by prior hardships. I have been working tirelessly to explore solutions, including attempting refinancing, yet each option so far has proven unsuccessful due to my financial *********** vehicle is essential for my daily responsibilities, and I am committed to meeting my obligations. I am humbly requesting any assistance or alternative options that BECU may offersuch as a structured payment plan or reduced settlementthat could help me regain my vehicle and continue my journey toward financial stability.I deeply value the integrity and dedication that BECU stands for, and I am reaching out in the hope that together we can find a solution. I would be immensely grateful for any consideration you might extend, and I am more than willing to provide any additional details that may assist in finding a resolution.BECU Repossessed the car on 11/5/2024 and only gave me until 11/15/2024 to come up with $35,665.35 to pay the full balance of the car. I was never notified about a repossession. BECU calls me around 8am to 11am but I work overnight so I dont get the opportunity to return their calls until Im awake which around 5-6 I recently found from their own member that theyre open until 7 but the loans department or leadership May close earlier than that. I explained and told BECU leadership about my prior hardship and they just threw it in my face and treated me like It didnt mean anything and just kept bringing up the fact that if I really cared I wouldve picked up their phone and work something out. The manager I spoke to didnt let me explain my situation and kept telling me that her choice is final and I need to pay the full balance. Im in a better situation to continue making payments

  

  Business Response

  Date: 11/27/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

• Initial Complaint

  Date:11/04/2024

  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.

  On August 4, 2024, I secured a 75-day rate lock with BECU at *****% with a *****% credit, expiring on October 18. I informed the loan officer about a $10,000 builder credit.During the week of October 14, I realized about $1.4K of the builder credit might remain unused. I contacted the loan officer to discuss options to fully utilize it. He agreed to look into it but didn't provide updates.On October 17th evening, I received a statement from escrow indicating a charge of *****%. Surprised by this charge, I asked the loan officer for clarification. He explained that the discount points were applied to lower my interest rate, using the remaining builder credit. I hadn't agreed to this and requested the removal of the charge. He insisted it couldn't be removed and advised me to accept it. He never sent updated disclosures.Trusting his guidance and believing the original *****% credit would offset this charge, I reluctantly agreed. However, on October 18 during closing, when asked to sign updated disclosures, I discovered I was being charged *****% in discount points and the original *****% credit had been removed. This resulted in a total charge of 0.25% in points, reducing my interest rate to 5.5% without my informed consent.I immediately addressed this with the loan officer, expressing willingness to pay for a 15-day rate lock extension to retain the original terms without additional points, as the cost-benefit didn't align with my financial plans. He said an extension was no longer possible, even if I covered the cost, and my only options were to proceed with the new terms or restart the loan process. When I questioned the lack of communication about these changes, he responded that I should be appreciative that the closing was proceeding.I believe BECU's actions lacked proper communication and transparency. I was charged for services I did not request or agree to, and significant changes were made to my loan terms without my informed consent.

  

  Business Response

  Date: 11/20/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22509114
  
  I am rejecting this response because:

  The business failed to acknowledge directly that MLO did actions without my consent (although they seem to acknowledge it indirectly). If working without consent is normal, this will motivate MLO to do many other wrong things in future and could financially impact future customers. Why did you force me to buy a service what I don't want? I want a refund. Give me the original deal.

  Also, BECU incorrectly mention that I was satisfied at the time of closing. They failed to acknowledge that MLO blackmailed me into signing by using threats and that I did inform *** regarding my displeasure that he worked without my consent and that I trusted him. I guess it is case of he said, she said and BECU is siding with MLO. If BECU contacts ****** company and asks what happened, they will learn that MLO lied to BECU.

  Again, I want the original deal. Don't force me (and blackmail me) to buy what I don't want.

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

  

  Business Response

  Date: 12/24/2024

  Please see attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.