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

  2232 NW Market St Ste 111 Ballard Nfc Seattle, WA 98107-4041

  
• 

  B E C U

  13000 NE 20th St Ste 100 Bellevue, WA 98005-2001

  
• 

  B E C U

  3710 Factoria Blvd SE Ste E Bellevue, WA 98006-5258

  
• 

  B E C U

  35105 Enchanted Pkwy S Federal Way Crossings Nfc Federal Way, WA 98003-8379

  

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:02/22/2023

  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.

  In July 2022 my BECU credit card was stolen and used fraudulently. I called BECU same day to report the fraud claim. the credit card was to be shut down. A month or so later I received a notice that I had an overdue balance on my account which I have not used personally (the fraud charge was the only charge on the account which was supposed to be removed). I called and spoke to BECU who said the fraud charge had not gotten removed and they would remove it. This was supposed to remove the late charge. I again asked for the credit card to be closed. It did not and I received another letter saying I had a late fee. I called again and spoke to them to resolve the late charge as it was related to the fraud charge which was not removed. They said they would remove it. I again received another letter stating I had a late fee. I called again and explained this situation all over again and was told it would be resolved since it was a late fee due to the fraud charge which was removed. I checked my account a few weeks later which still showed a fee on my account. I had also sent in paperwork to close the accounts as I wanted my accounts closed. I then received a letter stating my accounts could not be closed due to charge on my account (the late fee which was supposed to be removed). I called again and went through this whole thing again. They assured me the charges would be removed. I checked a few days later and it was showing a zero balance. I sent paperwork again to close these accounts. Now I have received another notice of a $9.32 balance and late fee on my account. I have not used the accounts which I requested be closed. I am at a loss on how to get this resolved. I've called the company now 6-7 times with continued issues. I want the accounts closed ASAP. I should not have any late fee because I have not used this card or any of the accounts. Please help get this resolved.

  

  Business Response

  Date: 03/17/2023

  On July 27, 2022 BECU Card Fraud team identified suspicious activity on member's **** and placed a restriction on the account until we could verify the transactions with them. On the same day, member contacted us to report the **** card was stolen and confirmed there were unauthorized transactions on the account. Unfortunately, due to an employee error, a fraud claim was not submitted at that time, which caused late fees to be assessed. On October 11, 2022 member contacted us regarding the late fees on the **** account; during that call it was identified that a fraud claim had not been submitted during the prior call. The claim was escalated to the Card Fraud team, the claim was honored, and the amount of the fraud claim was credited back to the member's **** account on October 11, 2022. Upon further review, we determined that when the claim was honored, the finance charge was not included, which created a small balance on the account and allowed finance charged to continue to accrue each month. When we received member's request to close their BECU accounts, we were unable to close the accounts due to the small outstanding balance on the **** account, and on November 9, 2022 we mailed the member a letter notifying them of this. On December 22, 2022 the member contacted us regarding this matter, the ************** representative closed the checking and savings accounts, and escalated the issue regarding the **** account balance to our ************************** It was discovered that there was a processing error that created a double refund of the finance charge and the account remained opened. Subsequent to this communication, we identified the error and closed the **** account on February 24, 2023. On February 27, 2023 a BECU representative reached out to the member to inform them regarding the status of their request. 

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

  Customer Answer

  Date: 03/17/2023

   
  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:02/15/2023

  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.

  While placing online order recently I was surprised to see my BECU credit card rejected. I wrote to branch manager about it, and he replied It was rejected because it was flagged as fraud, and suggested I called in to close the card. Makes no sense, as I have placed and received orders from that business several times in the past. I wrote to branch manager expressing my nu-satisfaction with their not trying to check recent history when making such decisions. I expected to hear apology and approval for that transaction. Alas none followed, and branch manager stopped communicating.I would like to see BECU stopped running incessant advertising all around town and instead spend $ on ***************** It's hard to get someone on the phone, and getting replies online is also not to be relied on, as my experience with branch manager shows.

  

  Business Response

  Date: 03/02/2023

  On February 13, 2023 BECUs Card Fraud team identified suspicious activity on member's **** credit card and attempted to reach the member via phone and email to verify the activity on their account, however they did not receive a response from the member. On February 13, 2023 member emailed the Redondo NFC manager and they replied on the same day advising the member that the transactions they were attempting had been flagged due to potential fraud and provided the member the contact information for our Card Fraud team to call in to review and approve the transactions. On February 15, 2023 member emailed the manager again and expressed they wanted this matter resolved. The manager replied on the same day requesting that they verify the merchants they were attempting the purchases from so they may place a note in the system and have the flag removed, however they did not receive a response from the member. On February 21, 2023 the member called the Redondo NFC and spoke to the branch manager. During the call member stated they did not contact the Card Fraud team; the manager offered to review the transactions with the member, and the member verified the transactions from Shirtspace.com and Threadsy.com were transactions they authorized. The manager confirmed this information with our Card Fraud team and the flag was removed on the ****. The response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:02/08/2023

  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.

  Both of my parents died in November 2022. They banked with BECU and BECU held their mortgages. 11/28/22 I called the general customer service line: told the *** my concern about there no longer being funds to cover the mortgage, she froze the accounts, so I could no longer access anything online. I sent copies of the death certificates as requested.BECU ***************** is still trying to auto withdraw payments. On 1/4/23 I called the number on the *** notice and confirmed they were aware the account holders were dead; that *** actually said to me "well you don't have to be an account holder to make payments" but also that I could not stop the auto withdrawals until provided the letters of testamentary, so there was nothing I could do at that time.1/30/23 I called the general line to find out where and how to send the letters of testamentary and was given the fax #************; I faxed both death certificates, the order admitting the ***** and assigning me personal rep. and my letters testamentary that day. On the cover sheet I requested BECU stop trying to auto withdraw payments from the frozen checking and savings accounts, they reverse the *** fees, provide the current balance of the checking and savings accounts and procedures for closing those accounts and the payoff amounts for the mortgage and LOC. I provided a fax #, a cell #, a physical address and an email for BECU to contact me. I received no response.Today (2/8/2023) I called ************ in response to a foreclosure notice we received; after being on hold with that number for about 10 minutes someone answered and promptly transferred me to BECU's deceased account holder department where I was on hold for another ***** minutes before a *** informed me they also needed a copy of my ID. I faxed a copy of my ID to both **************************** I want confirmation this is all the information BECU requires and they will produce payoff amounts close these accounts.

  

  Business Response

  Date: 03/01/2023

  According to our research, on November 29, 2022 member contacted BECU and notified us that ***************** and **************** had passed away. On December 5, 2022 BECU sent correspondence via mail with instructions regarding how to manage the accounts. On January 1, 2023, our Account Servicing team received the copy of death certificates for ***************** and ****************. On February 13, 2023 they received a correspondence from the member via fax with a copy of their photo identification, Letters of Testamentary and death certificates for **************** and *****************. The Account Servicing team sent an email responding to the member's fax with the payoff information for the Home Equity Line of Credit (HELOC) and contact information to our Mortgage Servicing Team to request the payoff balance as they were unable to provide that information. Subsequent to this communication, on February 15, 2023 BECUs Account Servicing Supervisor reached out to the member to discuss their concerns and during the call they confirmed we have received all the required documents to process the member's request and forwarded their request to the Mortgage Servicing team. As of February 27, 2023, the Mortgage Servicing team emailed the member a copy of the current mortgage balance and the payoff quote per their request. 

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

• Initial Complaint

  Date:02/08/2023

  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.

  I paid off my home loan with BECU yesterday and I got an email saying there is a new document about the home loan I paid off. When I log in online, everything about the loan is removed. I have no access to the doc they notified me with email, no info about my loan info/history, and all past documents. When I contact them, the customer service told me that I need to call one of their department to find out the info. I don't understand why they notify me there is a new document if they remove everything. I also don't agree that they remove everything as I will need those info for reporting tax next year. Why I should spend hours on phone to find out the find that should already be there for me all the time. I need them to bring all the info back for me.

  

  Business Response

  Date: 02/28/2023

  BECU research indicates member's BECU home loan was paid in full on February 7, 2023. The mortgage account has been removed from Online Banking as BECU does not maintain Paid in Full (PIF) mortgages online. BECU retains PIF mortgage documents, and they are available through our ***************************** should members require additional loan information. On February 8, 2023 the member contacted us regarding this issue and their request was sent to the *****************************. The ***************************** has responded to the member's request and advised that we are not able to reinstate the mortgage account online, however, we sent the member their ****, recent account activity, and loan information to the email address of record on February 8, 2023.

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

• Initial Complaint

  Date:02/01/2023

  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 BECU was breached on December 15 and closed due to fraud on December 16, 2022. I opened new acccounts on the same date. $800 was removed without authorization by *****. I was assured that the money would be returned within 2 or 3 business days. I received an email from BECU/Zelle that the money was returned to a closed account and sent back. I have made repeated attempts to have this money returned to my account. I contacted customer service/technical support four times who told me they would write a "ticket" to ***** and that ***** is a third party vendor. Finally on December 28, ***** (technical support) did write a ticket. No response. I have visited the ************* twice and talked to ************** who told me that he would ask for an "exception" but the only person who apparently can do this was on PTO. I've tried to contact ***** but they seem indifferent and insist I contact BECU. So far, everyone seems to admit it's my $800 but no one seems to want to give it back. Just return my money to my account and I will go away.

  

  Business Response

  Date: 02/17/2023

  ***** attempted to return the funds to the account the funds were withdrawn from, however, because it had been closed on December 15, 2022, the transaction was rejected. On December 28, 2022 we submitted a ticket with ***** to reattempt the refund and have the funds returned to the member's new account. This process typically takes 30 days to complete, but in this instance, it took longer than our standard timeframe for Zelle to return the funds. On February 1, 2023 the amount for the Zelle dispute of $800.00 was credited to the member's new account. The response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:01/18/2023

  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 10/31/22 I went to the Alderwood BECU to withdraw $2000.00 from my account. I had to speak with someone there to allow me to withdraw that from the cash machine. I went to the *** in their lobby and withdrew cash, counting it right there. I had only $1900. I immediately went to the same lady who helped me and told her I was short $100.00 and asked her to count the money. She wouldn't touch it, saying she couldn't touch the money as she wasn't a teller. Apparently no one there can actually do anything with money!She did file a report to the main office, they checked the machine and said it all reconciled and would do nothing to get my $100.00.I have had an account there for several years. I am an honest person and do not make up things like that. They are basically saying that their machine never makes a mistake, that it and therefore they, are in infallible. The person in front of me or after me or anyone that day could have gotten an extra $100 and either not noticed or not said anything. $100 is a lot of money to me and it seems incredible that they will not reconcile this issue. I would very much appreciate your help with this matter. They should know that I will tell everyone I know how unsatisfied I am and how uncompromising they are.Sincerely,***********************, LMT ************

  

  Business Response

  Date: 02/01/2023

  BECU has re-reviewed the member's dispute in response to this communication and we can confirm that no errors occurred during the transaction referenced above. BECU research indicates that the ***s at the ******** ***************************** (NFC) shows that the General Ledger (GL) report is in balance for October 31, *************************************** the electronic journal during the transaction. As courtesy, and due to member's good account history with BECU, we have made an exception to credit the member the amount of the *** dispute of $100.00.

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

• Initial Complaint

  Date:12/29/2022

  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.

  I was rendered unable to make my final credit card payments to BECU due to a lack of ******************* capabilities to transfer payment from my current bank to my old BECU accounts. Part of why I originally opted to change banks was due to a security breach with BECU's system which greatly compromised my money and security, and I have had difficulties getting back into the account ever since that time to make payments.While trying to 0 out my credit card to close all of my remaining accounts with BECU, I was locked out from online banking, and was not able to reach them by phone (both due to a lack of responding employees when called, and a lack of calls returned to me after said attempts). Because of this, I was incapable of making payments on time, and was charged late fees.When I did eventually get in touch with BECU, I was told by the employee over the phone who was assisting me that the situation was unusual and out of my hands, and very openly walked back the late fees, acknowledging that the late payments were no fault of mine. However, despite this, my credit score was greatly impacted. When I reached out to BECU again to have them dispute this, since I made my full payment as soon as I was able after a BECU employee agreed with me that the payment issues were no fault of my own, I was denied.As a result, my credit score has been severely impacted, despite the fact that I was fully incapable of making payments due to system failures and unreachable employees until the date I did manage to get in contact with BECU and make the full payment.Essentially, BECU agreed that I was not at fault due to the errors / security issues, willingly walked back the late fees, brought my account current, and apologized, but refuse to submit an accurate report to repair my credit score - which would not have been damaged had I been able to make my payments on time as usual.

  

  Business Response

  Date: 01/19/2023

  On December 15, 2022 member contacted BECU, during the call member explained they switched to another bank due to a Zelle security breach and their connectivity to their old BECU accounts was limited, which prevented them from making their **** payment. During the call member stated they would make the **** payment in full at that time and requested for the late fees to be waived. The ************** representative refunded two late fees totaling $50.00 as a courtesy but did not indicate that the late payments were due to a BECU error. BECU investigated member's credit bureau dispute and determined that no error had occurred; BECU is accurately reporting the **** as 30 days past due for the October 2022 and November 2022 payments to the Credit **************** (CRA). Regarding member's Online Banking access, upon further review we found that there was no Online Banking restriction placed on member's account during the time that was reference in the BBB communication, and they had full accessibility. BECU reviewed member's Online Banking history and found that they logged in successfully on 10/28/2022, no login attempts in November, and they successfully logged in multiple times from 12/15/2022-12/29/2022. Lastly, I would like to address that BECU did experienced a system outage on November 20, 2022 that resulted in BECU digital banking system to be unavailable, and it was restored on the same day. 

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

• Initial Complaint

  Date:12/28/2022

  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 moved from WA and needed to pull all the funds from my account since I am no longer in the area. Every time I tried to pull the funds from my account several fees incurred. I called BECU and explained the situation, they reversed all fees. I then again tried to pull my funds and again was hit with a $25 fee again. This put my account in a negative balance of -$25. I do not want this account and it's been a hassle to have and deal with every since I moved. I spoke with someone since I tried to login in and view the account and was transferred to another agent. But now the representative, seeing that I am no longer a customer was not helpful and did not listen to me at all. I requested that the last fee be removed and the account be closed. She ignored my request and then just stated the negative balance and then went silent saying nothing. I am again asking, close the account and refund the last fee. I have been a customer since 2010, I've had several accounts and credit cards.

  

  Business Response

  Date: 01/19/2023

  On July 27, 2022 member called and spoke to a ************** representative regarding the Non-Sufficient Funds (***) fee they incurred on 7/15/2022 and as a courtesy the representative reversed one *** fee. On August 3, 2022, member contacted us regarding several $25.00 fees beginning in June 2022 that they were unaware of. It appears member meant for the transfers and payments to withdraw from their checking account, but they provided their savings account number instead, which resulted in the *** fees. The representative got leadership approval to reverse additional fees as a courtesy and outside our standard guidelines; on August 3, 2022, we reversed four fees from June and one fee from August totaling $125.00. The representative informed member that this was a onetime exception and BECU will not refund any additional *** fees moving forward. Additionally, the representative provided the member instructions for obtaining the form online to close out their BECU account. On September 20, 2022 ******* ****** initiated another attempt to withdrawal funds from member's savings account and at that time, the savings account had a zero balance, and a $25 *** fee was assessed. On November 19, 2022 BECU exercised our right to offset the checking account by transferring the remaining balance of $8.04 from the checking account to the overdrawn savings account, and the checking and savings accounts were charged off and closed. The checking account was closed with a zero balance the your savings account was charged off with a balance owed of $16.96. On December 28, 2022 member contacted BECU and spoke to a ************** representative regarding an issue with logging into their Online Banking. The representative transferred the call to our Loan Loss Recovery (LLR) department due to the charge off status on the account. Member spoke to an LLR representative, and during the call member requested for the $25.00 *** fee from 9/20/22 be reversed, and the request was denied as we had previously informed them of how to avoid the *** fees, how to close their accounts, and that we would not reverse additional fees. Subsequent to this communication and as an effort to amicably resolve this situation, BECU is making an exception to forgive the charge off amount of $16.96 and we have ceased our collection effort.

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

  Customer Answer

  Date: 01/27/2023

   
  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:12/26/2022

  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.

  Late October 2022 there was multiple fraudulent charges on my business account when I noticed I called my bank but my account was not being found the rep. ***** for my social security number- I let them know I was not comfortable providing that information they told me to go in person - I did and they assisted with filing a dispute for non authorized charges. All charges were reimbursed except for a ******** charge from **************** who is under the ***** *********** When I reached out to Becu they said that due to the charge not being reported with in 24 hours they could no longer pursue reimbursement and that I needed to contact America ************************* to initiate the reimbursement, I did and they informed me that the charges could be reimbursed but that the bank (Becu) needed to initiate reimbursement request and that the bank did not.

  

  Business Response

  Date: 01/09/2023

  On October 27, 2022 a Written Statement of Unauthorized Debit (****) Business Account was submitted for the charge from AMEX EPAYMENT for $3,000.00 on the member's business checking account. BECU reviewed the Automated Clearing House (ACH) details in the *************** System that shows the transaction dated October 24, 2022 with a Corporate Credit Debit (CCD) Standard Entry Class (SEC) code which demonstrates it is a business-to-business Electronic Funds Transfer (EFT) transaction, and the timeframe for return is 24 hours from when the transaction posted to the business account. The **** was submitted past that timeframe and BECU was unable to process the dispute. Subsequent to this communication the member states they were told the originating financial institution would accept a return request from us, on December 28, 2022 we requested a late return with ***** Fargo, as they are the financial institution that initiated the transaction. On December 30, 2022 ***** Fargo sent ** a notice that the request for late return was denied and advised the member to work directly with **************** at ************ for further information regarding this transaction.

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

• Initial Complaint

  Date:12/20/2022

  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.

  My name is ******************************* I got hacked on my account and my other accounts and they made I believe 3 or 4 fraud charges one they sent my account **** for some reason I think they were money laundering or something but BECU opened me a new account they put that ****$ in my new account and they locked it up so I couldnt touch it now they said Im like 900$ in the negative but how I havent touched that account and now they say Im liable for it which Im definitely not and willing to fight it if ********* or just switch banks cause they cant figure anything out but Im definitely not paying that cause there the ones that made it negative and there taking for ever to let me get access to my new account and they said they wouldnt refund the fraud charges at least the lady on the phone said that but I got a letter saying they did so there just running me around Im stressed out and enough is enough

  

  Business Response

  Date: 01/25/2023

  BECU Financial Crimes conducted a thorough investigation and determined based on several factors that the member fully participated in the transactions involved in their claim. On December 14, 2022, a BECU Financial Crimes investigator attempted to reach out to the member to discuss the investigation but was unable to connect with them and left a voicemail requesting for the member to call back. On December 19, 2022 the *************************** concluded their investigation and the claim was denied; therefore, no funds will be credited as a result of this claim. Based on the evidence from the investigation the fraudulent activity listed on the claim was determined to be the type of fraud in which consumers willingly provide their online banking credentials and/or debit card and PIN to enable fraudulent transactions. On January 17, 2023 member brought their account current with a payroll check deposit, and Financial Crimes unlocked their account. Member was advised that if this check returned, their accounts will be locked and only guaranteed funds such as cash will be accepted to bring the account positive. The response is being sent to complainant via email for their records.