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

  200 Bellevue Way NE Bellevue Downtown Nfc Bellevue, WA 98004-5720

  
• 

  B E C U

  401 Broadway E Ste 125 Seattle, WA 98102-3696

  
• 

  B E C U

  1753 S Burlington Blvd Ste 100 Burlington, WA 98233-3235

  
• 

  B E C U

  1512 6th Ave Downtown Seattle Financial Center Seattle, WA 98101-1706

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2023

  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.

  This Becu is holding my money will not unfreeze my account I have contacted them several times regarding my accounts and all they do is keep giving me the run around I've asked him several times to unfreeze my accounts they will not give me any information I've got them on the phone went to the bank several times gave them my ID it has been 30 days and they still have my account frozen with no exclamation at all wrote them a letter no correspondence back I am asking for the better business view to step in and find out why they are not following guidelines

  

  Business Response

  Date: 09/28/2023

  Research indicates on August 16, 2023, BECU Financial Crimes was alerted of suspicious activity on the member's account and placed an account access restriction while they conducted an investigation. On the same day, the member contacted
  us and spoke to a ************** representative who advised the member that the account will remain restricted until the investigation is complete. As the investigation was ongoing, no further details could be provided at that time, as it
  could compromise the integrity of the investigation. As of August 30, 2023 we have concluded our investigation and the account access restriction was removed.

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

• Initial Complaint

  Date:08/23/2023

  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 January 04, 2023 I was sent an *** refund from my student loan servicer. They incorrectly sent it to BECU instead of my current credit union. On March 17,2023 BECU advised ach was rejected and I needed to speak with **** of ********* On July 03,2023 after unsuccessful attempts to confirm the return of funds with Treasury I called BECU back and was then advised the money was accepted & deposited by BECU into an account that did not match the name or account number on the **** ********************** dropped the last 2 numbers on the *** and deposited $1,943.99 into another persons account. I was advised they only way to get the money back was for Treasury to send a reclamation form. Treasury sent form July 10,2023. Called BECU several times between July 28-Aug 19,still no form received according to BECU. On Aug 22,2023 my student loan advocate called me with an update. BECU responded to **** of ********* stating they are not able to return money because the person they incorrectly deposited my money to does not have sufficient funds. I just want my money returned to **** of ********* BECU should have not accepted the *** from the beginning and now they are refusing to return federal proceeds to the rightful owner.

  

  Business Response

  Date: 09/14/2023

  Based on our research, it was determined that there were no BECU errors that occurred in posting the *** transfer in question. The payment in the amount of $1,943.99 was posted automatically on January 4, 2023 to the account ending in *********************************************** accordance with the Federal Reserves instructions. On March 22, 2023 we sent the member an *** Transaction Verification letter which verified the transfer was credited in accordance with the instructions to the correct account. Upon further review, it was identified a representative accidentally inputted the account number as ************ instead of ********** on the verification letter that was sent to the member. We can confirm that this error was only reflected in the letter; BECU did not credit the *** transfer to the wrong account. Regarding the reclamation request from the ********** of ********* BECU did not receive a request in July of 2023. We received a request to return the *** on August 18, 2023, however, we were unable to process the request and we responded accordingly to the ********** of ********* We recommend that the member continue to work directly with the ********** of ******** to resolve this matter.

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

  CC: ************************************ and ********** of ********* Institutions.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20513733
  
  I am rejecting this response because:

  BECU has claimed that they followed the instructions on the *** and no error was made on their part. This is incorrect, the *** was sent in my name but the credit union  proceeded to deposit the money into an account I was no longer attached to. BECU has finally, after 6 months, determined that I was once a signer on the account the money was deposited into but no longer as of November 05, 2012. The fact is that BECU did not follow the instructions on the *** because although I once was a co-signer on the account I have not been for over 10 years now. The *** should have been rejected. Treasury is stating the reason BECU is refusing to return the funds is because the account does not have sufficient funds. Your member spent money not belonging to them with funds BECU incorrectly deposited. Again the *** did not match the account ********************** deposited the money to. Return the funds to the rightful owner. 

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

• Initial Complaint

  Date:08/22/2023

  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 a checking, savings and **** account at **********************. I use online banking to transfer $ from my checking to pay the **** card. On 8/20/23 I transfered $5000 to pay my **** (I never carry forward a balance and always pay it off monthly). They refused to apply the payment citing a new policy that if you make a payment greater than the credit limit (which was $4000) that the payment is held for 5 business days. When I made the payment it was already over the limit and I knew new charges would be coming so I wanted to have a credit to absorb it. All my autopay bills and monthly giving is done on this card so 5 days can cause late fees and declines of payments. After speaking with 5 customer service reps and managers, they claimed they were unable to undo or reverse their overpayment policy. They are holding my $5000 without my agreement and not paying me interest or the fees that could result from their holding the payment. This is wrong! Their attempt to prevent fraud has put a law abiding citizen in a terrible, unwarranted situation for no good reason. They need to change their practices immediately.

  

  Business Response

  Date: 09/11/2023

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

• Initial Complaint

  Date:08/15/2023

  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 been a victim of Domestic Violence for multiple years and close to coming to death due to the physical violence. I have been fighting my abuser for months in court to finally be free. BECU has sent me spiraling reliving trauma with the abuse and neglect they are putting me through as a victim. I financed a vehicle with my abuser and since then THURSTON COUNTY court system has ordered BECU to take me off the loan entirely. Obviously there are logistics behind it that wont be easy; however, I was not court ordered to do any of this BECU was. BECU needs to take every avenue to follow this court order before it escalates and I continue to be victimized by this business. Every time I call I am sent to a dead end. I often ask to speak to managers and get called back and VMs left that deny all liability and tell me there is simply nothing they can do to assist me. *** talked to over 7 people and NOT ONE have even asked to see the court order. EVERY DAY I deal with this I am reliving emotional distress and losing quality of life due to reliving trauma with BECU.

  

  Business Response

  Date: 09/25/2023

  On August 31, 2023 member provided us with a copy of the court order from the ****************************** which was entered on August 9, 2023. BECU is currently working through the steps to removed the member from the loan in question. 

  The response is being sent directly to complainant for their records. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20471758
  
  I am rejecting this response because I have never suffered from mental health issues until working with BECU. I have been to hospital due to the stress and anxiety that this business has put on my. I have lost quality of life due to the obstacles they put me through. The amount of verbal and mental abuse left on voicemails and recorded lines exceeds more than anyone should go through in a lifetime. They have known about this issue for over a year. I cant believe they would ever put someone through what they did to me. I will be following next course of action with legal advice from *********************** and BBB to make this situation correct. BECU has ruined my life. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:08/08/2023

  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 purchased a vehicle from a dealership and financed through BECU in April of 2023. I was not a member of the credit union, but the dealer recommended their financing. All information regarding insurance, contact information, etc... was given to BECU through dealership finance application. BECU has never once contacted me directly, yet on 8/8/23 they levied a $6,358 fee to my account with no explanation. I received notification of the fee through my email, so they obviously have my email. I called them for an explanation, at which point I was told that it was a "CPI fee for not having insurance". The vehicle has been insured through USAA since it was delivered and was never not covered by insurance. The fact that they made no effort to contact me directly prior to assessing this fine is unacceptable. This lack of communication and lack of transparency in their policies is unacceptable. I expect this fee to be fully removed, including any additional accrued interest resulting from this 20% increase in the loan amount, and I will be refinancing the vehicle with another bank as soon as these fees are removed.

  

  Business Response

  Date: 08/21/2023

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

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2022, I was offered a credit card through BECU, I used it with the intention of a balance transfer. I thought I had set up the account for automatic payments with the blance transfer. March 17, 2023, it was brought to my attention that the payment was past due. I called BECU immediately and spoke to a representative, explained the situation, the representative did not have an explanation why the scheduled payments did not post. I paid the past due, she assured me that the late payment would be forgiven. I asked specifically if this would be reported as a late payment to the credit bureaus and the representative assured me that it wouldn't. The late payment was reported on my credit report anyway despite the conversation. I found out today (through my credit report) that the account was suspended without any notice or warning after months of good faith payments with a very small balance remaining. I spoke to three representatives August 2, 2023 and none that I spoke to had any answer. I was transferred and inevitably told they didn't have the right department. I was assured an account specialist would call me directly within 24 hours. The representative told us to apply for a new account which makes no sense since BECU has hurt our credit significantly. Nobody has called and I have no faith in BECU to resolve anything about this account.

  

  Business Response

  Date: 08/16/2023

  We have reviewed the member's account and found that no BECU error occurred. Our records indicate that the **** account referenced above was delinquent. A statement notice of the late payments was included in member's February 2023 and March 2023 **** Statement. On March 3, 2023 the account was suspended and a notice was sent regarding the status of the account. We are reporting accurate information to the credit reporting agencies (CRAs), therefore, we respectfully decline the member's request to reinstate the account or amend the ********************** reporting.

  The response is being sent directly to the member for their records. 

  Customer Answer

  Date: 08/29/2023

  I would like to address the claims included in the response I recieved from BECU. How do I reopen this?

  Customer Answer

  Date: 08/30/2023

  In response to the explanation from BECU, I would like to update that I have received no offer of resolution. I have had my accounts with BECU for over a decade but the credit line was brand new. From the response, I see that BECU does not value their customers or the truth. 

   

  The response from BECU is false. I did not receive the letter they allege they sent and I would like BECU to provide proof that this letter was delivered. 

   

  I'm hearing impaired so I have a witness and a record of the conversation I had with the account representative March 17, 2023. The credit line I had was only a few months old. I thought I had automatic payments set up. The moment I realized a payment was not sent, I called BECU. When I expressed my concerns that I thought I had automatic payment setup, I was told by the representative that she did not know why the automatic payments had not posted. The representative put me on hold to get assistance with my account. She came back and removed the late charge and assured me that my bill was current. I even asked her if this would affect credit reporting. The representative reassured me it wouldn't affect my credit report. Not once did she tell me that my account was suspended or that they would report a late payment. I do have a witness and receipts for this conversation. 

   

  My accounts with BECU have always been in good standing and for them to suspend my account for a glitch in their system and to destroy my credit rating due to lacking customer support is enough reason 

  to close all of my accounts with BECU.

   

  *******************;

  

  Business Response

  Date: 09/13/2023

  Please see the attached for BECU's response to the rejection. The response is being sent directly to the complainant for their records. 

• Initial Complaint

  Date:07/21/2023

  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.

  On July 12, 2023, I visited the 2nd Ave branch of BECU to close my accounts. I had the paperwork completed and merely needed to submit it to be processed. I completed the walk in appointment kiosk process and waited on an associate to assist me. ***** was the associate that asked me to approach his desk and asked what I needed help with. I responded that I needed to close my accounts and provided the required documentation. He stated that everything looks correct and confirmed that I had already transferred out all the funds of my accounts. He took the paperwork and said that was all. Fast forward to today, my accounts have not yet been closed. When reaching out to customer service, they stated they had no record of the paperwork. In my mind, this is fraudulent behavior by the bank staff. At the very least, unethical and against their policies and procedures. I am filing this complaint to address the issue and have a record of the bank employee misconduct and poor business practice. The requested remedy is to close the accounts as discussed in the branch and ad the associate, *****, agreed to do when the paperwork was submitted.

  Customer Answer

  Date: 07/26/2023

  Please close complaint as the business has processed my account closure request to my satisfaction. I confirmed this action as of 7/26/2023.

• Initial Complaint

  Date:07/21/2023

  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 opened an account with ********************** on 7-14-23, with $400.00 worth of money orders that I purchased from the *** grocery store next to BECU two weeks earlier. I withdrew $200.00 immediately. The following Monday 7-17-23, I received a call from BECU asking me to contact them, because there's a problem with my account. They froze my account because they said that there was no money to cover the money orders. I asked them what was they talking about. The money orders were paid for in cash from the *** store next to them. I showed BECU the cash receipts for the money orders which included the date that I purchased them and a picture of them before I opened the account with them, and their own ATM took a picture of the money orders as a receipt. BECU only told me that their fraud unit will have to investigate the money orders, before they can release my money. BBB, please investigate this situation, because all of this sounds of fraud on their behalf. How could money orders (Western Union, money orders), legally purchased from a grocery store right next to them not have the money that I paid for? I want to know what is going on with BECU.

  

  Business Response

  Date: 08/16/2023

  BECU research indicates on July 14, 2023 the member established a new membership and account at ********************** ************************************** (NFC) location and deposited four money orders totaling $400.00 at the **** On July 15, 2023 the deposit was flagged for high likelihood of being returned and BECUs *************************** restricted the account while they conducted an investigation. The deposit was mistakenly identified as being related to a known fraud ring. Upon further investigation, it was determined the deposit was not related to fraudulent activity and restrict has been removed. We have provided feedback to the necessary department and employee regarding this matter so we may improve the member experience in the future.

  The response is being sent directly to complainant for their records. 

  CC: ********** of ********* Institutions and Attorney General of **********. 

  Customer Answer

  Date: 08/19/2023

  BECU at ************************ in ******* originally told me that the *** store next door to them where I purchased the money orders did not have the funds to cover the money orders. When I went back to BECU the next day to speak to someone about the situation, then they mentioned that they were being held for fraudulent activity. 

  I got the distinct perception that the problem was contrived as opposed to an automatic flag, especially when they used one of the most flimsiest and fantastic of excuses that *** didn't have the money to cover money orders that I have already bought and paid for.

• Initial Complaint

  Date:07/16/2023

  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.

  Becu has once again blocked my account without any explanation on why. I was not contacted by a becu representative and since they like to do this during the weekend when they are closed; I have to wait until Monday to speak with a representative. The after hours fraud department is a joke, they also didn't give a reason why becu paused my card and that I have to wait until Monday since they can't unblock the card. I am furious at this kind of buisness practice and will be closing my account and will recommend every person that I persuaded to open a BECU to choose another bank.

  

  Business Response

  Date: 08/02/2023

  Response is being sent directly to complainant via email for their records. 

• Initial Complaint

  Date:07/12/2023

  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 an auto loan with Becu. Vehicle was totaled out in May. I purchased Gap protection with Becu when i took out the loan with them. They have been giving me the run around on why they have not processed the gap insurance on the loan. They cashed my insurance company check already.

  

  Business Response

  Date: 08/08/2023

  Response is being sent directly to complainant via email for their records.

  Customer Answer

  Date: 08/21/2023

  Issue is not resolved they said the are ******* the situation. That was 2 weeks ago.  

  

  Business Response

  Date: 08/23/2023

  The matter has been resolved. The response is being sent directly to complainant for their records.