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
- 130 total complaints in the last 3 years.
- 44 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: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.
Initial Complaint
Date:02/04/2025
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 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: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 normalBusiness 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: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: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: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: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: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: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.
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