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:06/03/2024
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.
I contacted BECU to use my online account. When I attempted to login, the system said to call 800 number. I waited on hold 45 minutes and was transferred 3 times. Finally, I was told BECU closed my account without notifying me. To have an account I would have to be transferred again and wait on hold an indefinite period of time. I am not allowed to use my account or open an account at **********************.
Business Response
Date: 06/20/2024
Please see the attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.Customer Answer
Date: 06/24/2024
Complaint: 21797215
I am rejecting this response because: BECU's response is that "your membership application could not be completed, and we recommended that you contact us."
I contacted you several times and spent an hour on the phone. Now you want me to start over.Sincerely,
*********************Initial Complaint
Date:05/25/2024
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.
There are two charges in error on my BECU **** card on 5/21/24. I filed a dispute on the original 4/12 charges. I was never issued a conditional credit. These adjustments appear to have the negative sign but are adding to my balance. You can see the $8736.78 balance and the four transaction. If you add the two 5/21 adjustments it then increases my balance to the amount showing. I called BECU on 5-23. There ********* confirmed those adjustments were errors but transferred me to member services for the refund. That **** said **** had to do the refund. I just kept getting passed back and forth. They put in a ticket and said someone would call me the next day. I havent been contacted. I want those charges off my card and the balance corrected.Business Response
Date: 07/01/2024
Please see the attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.Customer Answer
Date: 07/02/2024
Complaint: 21761132
I am rejecting this response because: the statement enclosed aligns with my complaint and submitted documentation. The balance shown there aligns with my screenshot which shows the credits increasing my balance from the statement balance to over $10k. They have now reversed that transaction as another debit, so it effectively appears Im being charged three times (original, credit that adds to my balance, and reversal debit).
Sincerely,
*******************Initial Complaint
Date:05/24/2024
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.
While settling a fraud claim BECU over charge-backed a fraudulent credit ********************************************************************************** the first place. There is no record of the 31 transactions and my account has had these funds removed. ******* the customer service agent suggested the *********************** were applied on 4/21. There is record of one fraudulent charge that day and one on 4/19. Not 31, two, two days apart. The other two chargebacks have no record of credits in my transaction history, the money was removed from my account and I did not receive fraudulent credit in those totals. I initiated a claim with five fraudulent transactions all ******* transactions:2 credits @ $5.72 1 credit @ $13.03 1 credit @ $230.83 1 charge @ $583.28 Original adjustments refunded my charge and credit 4/10 $583.28 (was refunded to me)4/12 $230.83 (fraudulent credit was charged back After those adjustments I had $24.47 in fraudulent credits remaining (2@ $5.72 & $13.03)On 5/19 BECU charged back $200.63 (took from me) the $5.72 total 31 times. There were only 2 $5.72 fraudulent credits.They also charged back two credits I have no record of in my transactions:$15.39 $7.92 I did not receive fraudulent money in these totals but this money was taken from my account in arbitrary sums.$200.63 in BECU bank error $24.47. Remaining in fraudulent credit on my account $176.16 due to me in undocumented chargebacks.Business Response
Date: 06/24/2024
Please see the attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.Customer Answer
Date: 06/24/2024
Complaint: 21758210
BECU allowed the same fraudulent activity on my account for weeks and misrepresented the extent of the fraud. I used their secure app which they explained was neither accurate or their fault as they used a third party company to run their app.
There should not be separate sets of accounting when dealing with your personal finances.
BECU left my account open to repeated fraud and lied/hid the extent of it.
****************************************Initial Complaint
Date:05/23/2024
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.
I can't open a bank account because there facial recognition software has an issue with my fave tattoos. I'm tired of being discriminated against cause I have facial tattoos. Nobody helps. Nobody cares. It literally only prevents people like me from opening accounts.Business Response
Date: 06/24/2024
Please see the attached for BECU's response to this complaint. The response is being emailed directly to the complainant for their records.Initial Complaint
Date:05/14/2024
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.
In February 2024, I enrolled into a *************** Program (***) with ****************************** (MMI) to consolidate my credit card debt with my creditors including, BECU. To date, MMI has sent three payments (one each month, with *** being mailed as the fourth payment) in the amount of $346.19. In March 2024, I received a letter from MMI, notifying me that BECU had not yet accepted the debt management plan proposal that was sent over. I contacted BECU in early April, where it was discovered that BECU had not accepted the proposal due to not having my signature on the proposal. On April 11, MMI faxed over my signature to BECU at the fax number BECU provided me *************). On April 29th, BECU withdrew $262 from my checking account directly to apply towards my Credit Card balance. BECU claimed that had they received payment on the 28th, they wouldnt have withdrawn these funds. I have called repeatedly, being told that the withdrawal was legitimate despite the fact that BECU *had* my signature page since April 11th and STILL has not accepted the terms of the *** proposal; even the member today stated that they did not know why BECU has not accepted the proposal. In addition, MMI contacted BECU on *** 8th to figure out why BECU has not accepted the proposal and why BECU still claims they do not have my signature, but BECU has not returned their call, despite claiming it would be escalated. I believe BECU illegitimately withdrew funds from my Checking account. If ********************** truly has had my updated signature since April 11th, there is no excuse for them not uploading it until weeks later, nor approving my ***, and arbitrarily withdrawing funds from my checking account directly simply because they did not upload my documentation in a timely manner. I believe BECU withdrew these funds under a false claim of legitimacy and that I am owed back my $262 they withdrew from me, while they continue to collect money from my *** without approving the proposal.Business Response
Date: 06/06/2024
Please see the attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Customer Answer
Date: 06/07/2024
Complaint: 21707072
I am rejecting this response because:I would like to respond to what I believe is a deceptive mischaracterization of events and practices
by BECU Compliance.
On April 5th, I initially contacted BECU after receiving a letter from my *************** Plan,
Money ************************* explaining that BECU had yet to accept the terms of my DMP
proposal. On my first call, I was given the runaround for a half hour (according to my call log) and it
was not clearly explained why my proposal had not been approved, but only that they had received
the proposal. On April 11th, I contacted MMI, inquiring about the status of whether BECU had
accepted the terms, and was told that they had not. I contacted BECU again on April 11th and was
told that the signature page was missing from the proposal and that I needed to provide that page
and so I inquired for a fax number, to which I was provided with the Fax #************. I
immediately called MMI back on April 11th (again, I have a call log as evidence) and provided them
with the Fax number and told them I was informed that only the signature page needed to be faxed
which, they said they did.
On April 29th, when funds were withdrawn from my account and I contacted BECU, I was told that a
manager had reviewed and determined that BECU was in its right to withdraw these funds from my
account because they had not approved my DMP to which I again inquired why my proposal had
*yet* to be approved and was again told the only reason was that my signature page was missing.
That same day, I called MMI and confirmed the fax number that they sent the signature page to. I
should also note, I have told BECU that my DMP mails payments and thus there is a longer
processing time from when that payment is sent, received, and applied towards my debt. BECU
continues to assign a late fee as a result, which I have simply accepted at this point.
On May 8th, I followed up again with MMI to confirm yet again that the signature page had indeed
been sent to BECU and confirm whether BECU had accepted the terms of the proposal and asked if
they could send me proof that the fax was sent over. MMI stated that they didnt have anything that
they could send me, but confirmed on their internal system that a fax (with signature) was sent to
BECU on April 11th. They continue to say that they do not know why BECU claimed at the time of
taking funds from my account that there was no signature, nor did they know why BECU had yet to
confirm the **** MMI then contacted BECU and was told the matter would be expedited and that
they would hear back within ***** hours.
When I called MMI back on May 13th, they stated that no one from BECU ever called them, so I
called BECU (again) on May 13th where I was once again passed around for roughly 40 minutes
and told once again by a representative that management had reviewed my case and was refusing a
refund. The representative also told me that they did not know exactly *why* BECU had yet to
confirm my ****
What is interesting to me in BECUs response is that they never answer my main point of contention:
MMI faxed the signature page to BECU on April 11th and confirmed that with me that they saw on
their internal side that the fax was sent at that time to the appropriate number they have no motive
or rationale to lie to me about that. What BECU has continued to fail to confirm or answer is whether
in fact they did actually have my signature page since April 11th and thus sat on it for over a month,
taking money from my checking account under the deceptive notion of theoretically not having an
approved DMP on file.
Again, BECU claims they finally approved my DMP on May 16th that is well over a month after my
signature page was faxed over and, it isnt lost on me that it was only approved mere days after
my most recent call with them. It does not take over a month to review a DMP proposal, as I had
previously been enrolled in a DMP years ago with BECU as well and my proposal was approved
almost instantaneously. The facts are, BECU has had my DMP since February and was only missing
my signature page, which I was unaware of until April, and which BECU has had faxed to them since
April 11th. It would not take over a month to review a signature page, given that BECU has had the
rest of the proposal for months.
I would also like to address the comment about attempting to call me to discuss this matter. I looked
at my call log and indeed found one call that I googled and confirmed was from a BECU number as I
was writing this response; it also didnt populate as BECU on my caller ID. They called me once, on
February 27th, left no subsequent message on my voicemail, did not attempt to call me back, and
sent me no email correspondence explaining the situation.Effectively, BECU is claiming they did their due diligence leaving one call with no context and expecting that to be enough customer
service. I am genuinely flabbergasted that BECU would think that is in any way good customer
service or looking out for the consumer in this situation? Mind you, this call was also at 1:47 PM; like
many, I work an 8-5 job and do not step away immediately to answer calls from numbers that are not
already registered on my caller ID. In addition, I receive many spam calls (happy to share evidence
of a screen shot from that same day, showing how many robo calls and spam calls I receive from
206 and 360 area codes).
In summation, I vehemently disagree with BECUs characterization of events and, in my belief, being
deceptive about when they received my signature page from MMI. Because, again, had they in fact
received my signature page on April 11th as my DMP attests, then BECU would have had no basis
for not approving my DMP and would have thus not had the grounds to withdraw funds from my
account in the first place. BECU continues to dance around that very critical piece of contention,
which is very simply this:-I had to contact BECU and was informed by BECUs representatives that the SOLE reason my
DMP proposal had yet to be approved was because it was lacking my signature;-On April 11th, my DMP, ****************************** (MMI), initially faxed over the signature
page and it was confirmed multiple times that they sent it to the correct fax number provided to me
directly by BECUs representatives and that they had confirmation on their internal side that the fax
was indeed transmitted to BECU on April 11th.-BECU continues to ***** accountability by refusing to admit that theyve sat on my signature page
since April 11th, did not upload it, and then withdrew funds from my checking account (wrongfully)
when, in fact, it is BECUs own failure to upload my signature and approve my DMP in a timely
manner that resulted in them trying to turn around and claim they were within their rightful terms to
withdraw those funds. If they misplaced or lost my signature page when it was transmitted on April
11th, that is BECUs job to take accountability, not mine.
Sincerely,
***********************Business Response
Date: 06/13/2024
Please see the attached for BECU's supplemental response to this complaint. The response is being sent directly to the complainant for their records.Initial Complaint
Date:04/26/2024
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.
I am filing on behalf of myself. To give context, I was looking to rent an apartment in **********, ** for 1.5 months. On January 24th, I came upon a ********** announcement which offered a suitable housing option for me. I emailed the poster by using the ********** reply function and after receiving a response from an individual claiming to be named "***************************". We then had multiple back and forth emails in which I learned he was subleasing his unit from his landlord called ***************************. I received a copy of the presumed lease between ******** and ******* which had *******'s phone number on it. I also received a video of the apartment which was seemed fine to me. I called ******* at ************ and reached what sounded to me like an old woman who confirmed that she is indeed giving permission to her tenant *************************** to sublet. On January 26th, I made two Zelle transfers from my BECU account to the phone number ************ which supposedly belong to ***************************, the first was in the amount of $1000 for the refundable deposit, and the second was $1995 for the rent. In the same email where the Zelle payment information was provided the following wire transfer information was provided as well: Landlord Name: *************************** Landlord Address: ****************************************** Bank **************** Account Name: *************************** Account Number: ********* Routing Number: ********* Address: ************************************************************** Zelle payment option *****: *************************** ************. After the wire transfers were made, I was not given access to the unit. I have conserved all the emails, my sub-lease, the lease between ******** and *******. I contacted the bank to flag this Zelle transfer, and the bank has said there is nothing they can do, despite their responsibility under the Electronic Funds Transfer Act, Regulation E.Business Response
Date: 05/14/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Customer Answer
Date: 05/15/2024
Complaint: 21632538
I am rejecting this response because:- You've failed to recognize this as fraud making use of imposter methods and thus falling under ******* policies for protection.
- You've failed to compel the recipient bank to cancel a clearly fraudulent transfer, or even freeze the funds pending an investigation by the federal authorities.
- You've failed to take any action against the recipient account despite all details of this person and the recipient account being available, enabling this scam to continue as we speak.
- Your lack of responsibility and help is despicable.
Sincerely,
***************************Initial Complaint
Date:04/22/2024
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.
I was a victim of identity theft and fraudulent activity and my BECU debit card was stolen and compromised and fraudulent transactions took place. I have tried to resolve this with BECU and filed a documented police report and notarized identity theft affidavit. I am requesting BECU refund me for the charges that were a result of fraudulent activity which also caused BECU to close my account for being overdrawn and placed a negative report on the consumer credit bureau reports.Business Response
Date: 05/15/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Customer Answer
Date: 11/09/2024
Dear BECU,
I filed a fraud/Identity theft claim June 2023 after being made aware of the fraudulent charges. This was done by phone and after a little time passed and I didn't receive any correspondence I contacted BECU again and as instructed to send the police reports, etc., to MC Disputes in which I did on 8/16/23 ( have the emails that were sent) so I am not sure where the lapse happened on BECU's part but I did contact your company reporting fraudulent activity. Attached, is all the documentation that was provided by phone and email regarding Identity theft and fraudulent charges. My account should have never been charged off because the charge off balance was a result of your company crediting the fraudulent charges and then reversing them.
Thank you,
***** ******
Initial Complaint
Date:04/18/2024
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.
I applied for a loan with BECU, I was approved online. I was contacted by an agent who helped me through the application and told me she's going on vacation. She has a backup that will help me. I talked to the backup the next week because she never called me. She collected a bunch of info and sat an appointment for me and the seller. A day before out appointment she told me btw there's 20% down payment required. I was in shock because never was said to me through the 2 weeks after I applied neither was mentioned in the letter as a stipulation. And just just paid a big payment on my truck.that I could have used for 20% down. So I basically got screwed and she never canceled my appointment as per my request. And what add more salt to injury is that the item I applied for the loan for was sold to another more ready buyer with a more professional institution. I am beyond upset about all this. I have been a member with BECU for a long time and I have moved so much money through becu. Now, they just screwed me. They got a hit on my credit and I never got the item I wanted. Well, thank you very much. I will make sure everyone knows this.Business Response
Date: 05/14/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Initial Complaint
Date:04/16/2024
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.
We woke monday morning on 4/08/2024 to find that our vehicle had been repossessed. My husband spoke with someone 3 weeks ago, told BECU that we would make it current the first week of April. We were just waiting on my financial aid as I am full-time college student. They told my husband they would note it in their system. My husband called that morning to find out why, ************************* called my husband back. My husband didn't understand why because he told them what was going on. They said they didn't have that note on file. My husband told **** that he was a 100% disabled combat vet. To add to all that my husband lost his mother unexpectedly in January and still made a payment but has been having PTSD setbacks from the sudden loss. **** told my husband that in order to get our vehicle back that we needed to pay the loan off in full in the amount of $21,489.99 by the 18th of April (10 days) or it will be sold at auction on the 19th. I called **** the next day and asked him to please reconsider since no one from the bank called me and left a voicemail that the last time I spoke to someone from the bank was back in December and I made a payment over the phone that day even though my husband had also just made a payment the day before. I told him we can make two payments in full right now so it will be current and will put it on autopay going forward. I was unaware that the payments had been late prior to this I thought my payment over the phone in December made it current. **** didn't seem to care and said he wasn't going to reconsider and give us the opportunity to make it current. Since no one could get a hold of anyone (which isn't true) and given the late payment history. Having this happen and no one willing to work with us is making my husband struggle even more with his mental health. This vehicle was our primary vehicle and we have three young children with no vehicle for all us to get around. Even after telling **** all of this he still would not reconsider.Business Response
Date: 05/02/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Initial Complaint
Date:04/11/2024
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.
3/27/2024 I withdrew $6000 $3000 from checking & $3000 from savings like ************************* from BECUs fraud **** said to do. I was transferred to him when I called. He said he was opening another acct. for me. For me to buy gift cards worth $6000. BECU never said ******************** didn't work for them.Business Response
Date: 05/07/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.
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