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:12/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the South Hill ****** to make two cash deposits, one of $400 rent from my son and one of $3000 that I had from selling my horse trailer. I want to cash machine #*** and made the first deposit of $400 cash rent money successfully. But when I put in the $3000 trailer money in, the cash machine grabbed all the money at once and when I pushed the cancelled transaction button, it had deposited $400 only to my account and gave me back only $1700 instead of the correct amount of $900. I immediately called for help and I demanded to see the manager. All he could say was that everything would be fine, that when the cash was counted that night, they would find my extra cash in the machine. I demanded a letter stating this. He issued me provisional credit of $1300 that should have been $900. $400 deposit plus $1700 cash returned equals $2100. $3000 minus $2100 equals $900. I then went to Sound Credit Union-a partner branch to BECU and deposited the $1700 cash after with an actual teller. Now, BECU said their cash machine was correct and withdrew the money from my account today putting me into to overdraft status. It is not right. I lost $900. I have talked to three different people at BECU asking for help- the cash machine stole my $900. But they say - no, the cash machine totals balance- I am wrong- too bad for me. This is stealing. Can you help me? This is wrong - I lost $900 and am now denied membership at another credit union because of this. It has ruined my credit rating too. Please help me.

  

  Business Response

  Date: 01/03/2023

  On November 10, 2022 the member spoke to a Member Consultant representative at the ******** ********** ***************************** (NFC) who submitted a Deposit and Withdrawal Research Request (DWRR) at their request for a missing ATM deposit of $1,300.00. A provisional credit of $1,300.00 was placed in their account on the same day while we conducted our research. Based on our research, BECU reported no errors during the transaction, and we are unable to honor the claim. We sent the member a letter on November 23, 2022 notifying them of the investigation result and that the provisional credit we placed in their account will be deducted on 12/3/2022. On December 2, 2022 two additional DWRR were submitted per the member's request, one over the phone with the ************** and another in person at the ******* Roxbury NFC. Both requests were declined as duplicates and the decision remains the same as the original DWRR. BECU has re-reviewed the member's claim in response to this communication and we can confirm that no errors occurred during the transaction referenced above. BECU research indicates that the ATMs at ******** South Hill NFC havent reported any outage and the General Ledger (GL) report is in balance for November 10, 2022. There were no hardware errors in the electronic journal, our report shows that two $400.00 cash deposits were processed successfully and $1,600.00 was inserted and then returned. Regarding the member's claim that this matter has prevented them from obtaining membership at other credit unions and their credit score has been impacted, our records show we have not reported any negative information to ChexSystems or the Credit Reporting Agencies. 

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

• Initial Complaint

  Date:12/06/2022

  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.

  Blocked out of my online banking multiple times in the same week. Have had to make a number of calls to customer service to reset my password because the online portal won't allow for me to change it myself. It's increasingly frustrating to have to call and wait on hold for 10+ minutes just to have access to the funds in my account. This has led to many cancelled transactions and frankly embarrassing situations when I'm unable to complete a transaction due to my account being locked.

  

  Business Response

  Date: 12/15/2022

  Member contacted BECU on October 20, 2022 regarding being locked out of their Online Banking and unable to reset their password online. The ************** representative assisted the member with unlocking their Online Banking and providing them a temporary password that would prompt the member to reset their password. Member called again on December 2, 2022 and December 5, 2022 regarding the same issue, and the representatives assisted the member in restoring their online banking access. Our Technical Support Analyst (TSA) team reviewed the member's Online Banking access and determined that they were using a temporary password on multiple attempts, however, the system requires the immediate change of a temporary password. Member's online banking is setup with an access assistance option which allows them to reset their password online. The password change must be done via the BECU.org website, not the BECU app. Unfortunately, there is not a clear indication of the reason the member was unable to reset their password online. We recommend that the member contact us and work with our TSA team to troubleshoot the issue.

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

• Initial Complaint

  Date:11/30/2022

  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.

  On 11/09/2022 I reported a fraudulent charge of $34.99 to BECUs credit card department. My **** card was canceled, and I was told a replacement would be sent out.Two weeks passed. no credit was posted, and no replacement card had arrived. After much effort to reach a representative, I was told the card had been mailed and the account would show a credit eventually.Three weeks passed. Worried the **** card had been lost or intercepted in the mail I again called the BECU phone number. Again, with much difficulty I finally reached a representative. This time I was told that no cards have been mailed for weeks including mine.I filed a complaint and was told a manager would reach out to me. Three days have passed, and no contact has been made.Three weeks after reporting a fraudulent charge, no credit to my account has been made, no replacement card has arrived, no apology has been offered, and no response to my complaint has been made. With all the negative complaints and reviews posted here, the A+ rating for BECU baffles me.

  

  Business Response

  Date: 12/13/2022

  Member contacted BECU on November 9, 2022 and submitted a **** fraud claim. BECU complies with the Truth-in-Lending Act, Reg. Z requires institutions to resolve a **** fraud claim within 30 days. As of December 1, 2022 member's claim has been resolved and the fraud amount has been credit back to the member. 

  BECU card printing vendor was experiencing shipping delays at their facility in November which caused the fulfillment times to run longer than normal. On December 2, 2022 a ******* Center supervisor reached out the member to address member's concerns. As of December 1, 2022 our vendor has resolved the shipping delays and a new **** card has been mailed out to the member. 

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

  Customer Answer

  Date: 12/14/2022

   
  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.

  I was contacted by a very professional and friendly BECU agent who listened to my complaint, was very apologetic, and explained in detail the issues that led up to the mistakes.
  
  Additionally, he explained the steps that BECU is taking to prevent similar events from happening again.
  
  I am very satisfied by BECUs response and actions taken to resolve my issues.

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

• Initial Complaint

  Date:11/17/2022

  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.

  My atm card was stolen. A check written for 300$ was deposited by the suspect, 220$ was withdrawn by same suspect. The check was part of a scam by a criminal suspect. I am the victim. I was defrauded. A direct deposit was made legitimately into said account in the amount of 730$(approximately) of which the 220$ the suspect appropried was debited by becu to cover the cost of the criminals illicit atm withdraw.That 220$ was taken by BECU because of a scoundrel bent on stealing money by way of fraud for God knows what, and that's not a good action by a bank when they are in custody as our protectors,not to allow us clients and patrons to be afraid of the dark forces of evil and succumb to that way of intimidation and bullying to punk us out of our hard earned money. They ultimately assisted in this felons crimespree and practically handed him my 220$, saying since, and I quote"since it was a cash action, I'm sorry,but you're out the 220$ and there is no way to get it back,there is nothing you can do." [Spoke to a representative @becu 6pm today nov 17 2022] and those were her vary words. I know I'm not the person that is out the 220$ and that's the bottom line. I'm sure all will agree. If not then I'm outta my mind and wrong. Bbb, please help me get my 220$ back. Thank you very much BBB **************************** TTEE 537 11 **** Mar 26 **** ********** ******************* Thank you good day!!!-B.E.C.U. bank in question-Just fyi

  

  Business Response

  Date: 12/14/2022

  On November 5, 2022 member contacted BECU regarding a negative balance on their account, the representative informed them that is due to the check deposited on October 28, 2022 for $300.00 was returned for insufficient funds. Member stated they left their debit card in someones car that was giving them a ride after opening their accounts and claim they have not made or authorized anyone to deposit or withdraw on their account. During the call the ************** representative stated they submitted a request to begin the investigation, but it appears there was an error, and a fraud claim was not submitted. BECU *************************** identified suspicious activity on the member's account and restricted account access until a fraud investigation could be completed. On November 16, 2022 member contacted BECU regarding the account restriction and the call was escalated to ************** leadership. During the call the lead advised the member that a formal fraud claim has not been submitted and that will need to be submitted to initiate the fraud claim. The lead completed the Fraud Intake form on that day and informed them that the investigation can take up to 10 business days. This matter was escalated to leadership and on November 28, 2022 the member spoke with a supervisor who advised them that we were still investigating the claim and will have concluded our investigation by December 2, 2022. As of November 29, 2022 the *************************** has concluded their investigation and determined that there was no error that occurred; 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 the fraudulent transaction.  

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

• Initial Complaint

  Date:11/16/2022

  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 have signed up for an auto loan from BECU bank.The issues start with how they process and onboard you onto their system. They send several different mail (no email, despite having it) with an account number that gives you no way to access their online banking system. The online system is tied to another account number that is not sent to you physically.When you call in, their support puts you in a queue that says "4" minute wait, but after waiting over 30 mins and calling in twice, still no response.It is impossible to actually set up and pay this company, without resorting to check systems inventing in the ****s. Not modern and horrible customer service. Can't imagine this is how they want me to pay them for their service, what a joke.

  

  Business Response

  Date: 11/23/2022

  On October 17, 2022, BECU sent a new membership packet which included the auto loan account number and ******************** account number. On October 19, 2022, ********************** sent a notice regarding the details of the auto loan account and different payment options which include Online Banking. The notice indicates to enroll in Online Banking they must use their ******************** account, which is in the new member packet received. Our records indicate on November 16, 2022 the member contacted BECU and spoke to a ************** representative about having trouble setting up their Online Banking to make payment for their auto loan. Member was transferred to our Technical Support Analyst for support, but it appears the called dropped. On the same day the member visited a BECU ***************************** (NFC) and got enrolled into Online Banking successfully. BECU offers multiple way to pay their bills and provided a list of the options in the response. 

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

• Initial Complaint

  Date:10/28/2022

  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.

  Date of transaction = 10/28/2022 Opened two CD's and accidently closed both on same day 10/28/2022.I was charged $800.00 and was told that BECU would not reopen the CD's on the same day 10/28/2022.I talked to a BECU person on the phone and visited the *********, ** branch (************) and was told sorry, cannot help you on 10/28/2022.There was no information about the penalty charged when I was closing the CD's. The computer system did not warn of a penalty. I noticed the penalty after the fact when I checked transaction history.

  

  Business Response

  Date: 11/16/2022

  Member opened two CDs through Online Banking, a ***** month CD with a maturity date of September 28, **** and a 24 month Bump CD with a maturity date of October 28, ****. On the same day member contacted BECU after they had closed the two CD accounts online and inquired why they did not receive the full amount back from the CDs. The ************** representative informed them that there was a 90 day of interest penalty that applies when a CD is closed prior to the maturity date. Member visited the *************************************** (NFC), member requested for the two CD accounts to be reopened and the Member Consultant representative informed them that we cannot re-open closed accounts. When member closed the CD accounts online, they had to go through several steps and were presented with a disclosure that states a penalty fee may be deducted from the remaining CD balance, which they must click continue to review the details of the fees. The member was then presented with the Review Your CD Withdrawal Options page which outline details for: CD Selected, Withdrawal Type, Transfer Amount, CD Balance, Accrued Interest, Penalty Fees (Subtracted from your CD balance), Total Amount Transferred to Your Account, and then they must click Confirm to finalize the account closure. BECU declined to reverse the CD penalty fees as this does not meet the guidelines of an exception to reverse CD penalty fees outlined in the Reserve Requirements of Depository Institutions, implemented by Regulation D.

• Initial Complaint

  Date:10/18/2022

  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 am looking for resolution on the continuing problem I have been having with BECU. After receiving a phone call regarding my auto loan, I was made aware that BECU you did not have my current insurance and force placed insurance on my vehicle loan. I was instructed by the BECU representative to continue making payments as usual and to contact the forced placed insurance provider and give them my insurance information. I did exactly that. Thinking the issue was resolved, I continued making payments. I received notice that I was late on my BECU auto loan when I applied for credit at another company. I was taken back as I have always maintained a perfect payment history which resulted in my flawless credit. I called BECU and spoke to another representative who was extremely confused and couldn't clearly explain why my account was so behind. I explained I have made payments each month, even last month I made $1160 payment and it was STILL late. I did discover, BECU did not have my correct address on file. Thus, I never received one bill or notice. I completed this loan through the dealer and the correct address was given. This situation would have never gotten this far if the correct address was on my loan. I also explained this to the representative and he shrugged it off. He exclaimed there was nothing he could do. At which time, I asked to speak with a manager. He said "We only do manager call backs". I have waited THREE months for a manager call back. I have called into BECU six times since, trying to get a manager, and never receive a call back!I served in the ************* Navy for 26 years which left me 100% disabled and all I am trying to do is fix this issue. I am requesting all late fees be reversed and my credit brought back to its flawless standing. I have done everything to clarify this situation and BECU just takes money and never responds. This business is shady. Please help!

  

  Business Response

  Date: 11/07/2022

  BECU followed all the proper procedures for applying CPI. Member applied for an auto loan with the **** ************ address. BECU mailed correspondence to the member at the address they provided during the application. The address was not updated in a timely manner. Sufficient insurance information was not provided timely, and CPI was applied to the loan. Insurance was verified but demonstrated a lapse in coverage, and a partial refund was applied.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18244249
  
  I am rejecting this response because:

  
  

  Responses in BOLD below: 

  
  

  This letter is in response to your communication to the Better Business Bureau (BBB) received by BECU on October 19, 2022. In your communication you state you were notified that BECU did not have your current insurance information and forced placed insurance on your vehicle. You state you were instructed to continue making payments and to contact the forced placed insurance provider (Allied Solutions) and provide them with your insurance information, which you did. You state you continued to make payments thinking the issue was resolved.You claim that you received notice that you were late when applying for credit at another company. You called BECU to determine why your account was so behind. You explained to the BECU representative that you have made payments each month and claim in September you made a $1,160.00 payment but are still late. You claim that BECU did not have your correct address, so you never received one bill or notice. You claim the situation would have never gotten this far if the correct address was on the loan.  

  BECU records show on December 7, 2021, you signed the loan agreement that includes:Other Important Agreements, 2. Your other promises to us, section d. Insurance you must have on the vehicle: You agree to have physical damage insurance covering loss of or damage to the vehicle for the term of this contract. The insurance must cover our interest in the vehicle. Warning: Unless you provide us with evidence of the insurance coverage as required by our contract or loan agreement, we *** purchase insurance at your expense to protect our interest. This insurance ***, but need not, also protect your interest. If the collateral becomes damaged, the coverage we purchase *** not pay any claim you make or any claim made again youThe coverage we purchase *** be considerably more expensive than insurance you can obtain on your own and *** not satisfy any need for property damage coverage or any mandatory liability insurance requirements imposed by applicable lawOn the agreement, your address is listed as:**** ************ PS RD *******, ** 98528.

  
  

  The address of **** was not supplied by me, as that is definitely not my address.  I, personally provided the dealership a utility bill at the time of the vehicle purchase that showed my CURRENT/CORRECT address. The error falls between BECU and the Dealership. I have proof my utility bill with the correct address was provided. This whole situation would not have happened if I was notified VIA - telephone or proper mailing address. I requested MULTIPLE times for a manager call back, never did I receive one. I went above and beyond to resolve BECU's failure to timely notify me, this could have been resolved at the time of incident.  The fact, BECU never had a manager call me after 5+ attempts, is unprofessional, unfair and unjust. 

  
  

  The phone call I had with BECU when I discovered my credit was damaged was the following:  BECU: "We see you've made every payment on time. The contractors for the insurance (Allied Solutions) were seriously understaffed and behind. Continue making your payments." THIS PHONE CALL WAS RECORDED. This was ALL that was disclosed to me. Period.

  
  

  I am requesting ALL late fees be reversed and my credit brought back to perfect standing (as it has always been). I have NEVER made one late payment - you can visually see that. BECU failed to handle their business with a simple phone call. BECU must now make it right, it's the right thing to do.

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

• Initial Complaint

  Date:09/29/2022

  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 opened my email this morning to a notification from my credit report saying that my credit card account with BECU had been closed.... again. In 2019 I had the same thing happen with no warning no email was sent to notify me that my account would be closed if I did not make purchase etc. At that time I had told them that I keep this open for emergencies because my disabled mother shares this bank account with me and that way I can help her if she needs it and she has access to the account. We keep this credit card account in case of emergencies with BECU since I have been banking with them for over 15 years. They closed my account and my credit has dropped by 20 points with no warning. If this happened to one of my clients and they were under contract to buy a home and this were to happen they may lose the opportunity to buy a home. No forewarning is 100% unacceptable. When I called the rep told me in order to keep it active I need to buy something as simple as a pack of gum to keep it open. So I need to spend 99 cents on a $15,000 limit credit card to keep it active..... I would like my credit card reopened so in case of emergency I can help my mother and the report taken off of my credit.

  

  Business Response

  Date: 10/07/2022

  BECU records indicate that member's **** credit card expired in August, 2022 and due to a lack of use, the account had been inactive, and we could not renew the card. Prior to closing the **** account, BECU sent two notices (enclosed in the response) to member's address on file. According to our records member updated their address from the address that had been on file to a new address on September 30, 2022. BECU followed all the appropriate procedures in closing the **** account and is reporting accurately to the credit bureau.  

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

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 18145993
  
  I am rejecting this response because: no notifications were given via email and a single notice is unacceptable. We are a military family and have to move regularly. This has always been an issue with this bank. They are not service member friendly. I had told the previous rep that due to frequent moves that notifications need to be given via email. I have been banking with BECU for over 15 years and this is how they treat their members. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/20/2022

  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 pay my credit card using *** withdrawals from the credit card side not from the bank side. The payments post within a day or two of the credit card company posting the payments on their site.I recently made a ******+ payment on my account and another smaller ******+ payment. BECU posted my payments from my credit card company on my account the morning of Sept 19th. This was fine and expected. Then after hours that same day, BECU reran the *** payment from the credit card company for the ******+ payment. I tried to contact BECU but their "customer service lines" were only taking calls for "credit card fraud" and nothing else. I guess checking account fraud doesn't count. No one would transfer me to anyone who could help. Luckily they hand't overdrawn my account but only because I purposely keep a buffer in my account for "accidents".I contacted my credit card company to make sure they hadn't made an error. They only show one payment. As of this morning, no one at BECU has answered my call. I've been on hold for over 20 minutes. No one answered my messages in their app either

  

  Business Response

  Date: 09/28/2022

  On September 20, 2022, BECU was made aware of  a duplicate ACH file that was processed in error on September 19, 2022. BECU posted an alert on the becu.org website promptly after being notified of the incident to inform our members. Our records indicate that the member contacted BECU on September 19, 2022 through our Secured Messenger portal during non-business hours and member were advised that an agent will respond when they are online. On September 20, 2022, a Secured Messenger Representative responded to the member, but we did not receive a reply from the member and the conversation was closed. On the same day, the member contacted BECU via phone and spoke to a ************** Representative who advised the member of the incident and that BECU was in the process of correcting the error. As of September 20, 2022, the duplicate debit has been remediated and the amount of $955.22 has been credited back to the member's account.

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

  Customer Answer

  Date: 09/28/2022

   
  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:09/12/2022

  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 attempted to make a $2000 Zelle payment which BECU put a hold on. I called customer service (got transferred to tech support for Zelle payments I believe) and asked for the payment with the hold to be canceled. The woman on the phone was really nice and told me that it was canceled and wouldn't go through. I thanked her and hung up. The next day the payment did go through causing me over pay a moving company by $2000. I've spent over two months trying to get my money back from the moving company. The money should never have gone to them in the first place. If the teller had just told me it couldn't be canceled I would have accounted for it and calculated the total correctly. I called customer service about it and was told that there is nothing they can do about it but file a request for the money to be returned by the company. The guy I spoke to admitted that it probably wouldn't do any good and it didn't. My complaint is that I was told it was canceled. Without that incorrect information everything would have been fine. Instead I lost $2000 and tons of my time on this matter.In my zelle dashboard the payment still shows as processing (image attached). But according to the moving company and the customer service person I called about the matter the payment did go through.

  

  Business Response

  Date: 09/27/2022

  BECU research indicates that the member processed three separate $2,000.00 Zelle transfers to payee MOVE US. LLC.  On June 28, 2022, the member contacted BECU regarding the security hold that was placed on the initial Zelle transfer request. Technical Support Analyst (***) Department completed a verification process to remove the security hold, and the transfer cleared their account on June 29, 2022. On July 1, 2022, the member contacted BECU regarding a Zelle transfer for $2,000.00; member authorized and processed two transfers on the same day. At this time, one of the authorized $2,000.00 Zelle transfers had cleared their account, and the other was pending. When the ************** Representative was speaking with the member, they believed both transactions had cleared and informed the member that they would have to transfer them to the *** Department to process their request. However, when the representative reviewed the member's account, they advised that because the second transaction was currently pending, the member could go into their account online to cancel the pending Zelle request them self. Our records do not indicate that the member canceled the pending Zelle request, therefore the third and final Zelle transfer for $2,000.00 was processed successfully and cleared the account on July 1, 2022. On July 21, 2022, the member contacted BECU regarding this matter and the *** Representative confirmed the payment went through. During the call the representative submitted a recovery effort for the $2,000.00 in an attempt to retrieve the funds; this process is dependent on the recipient to approve and return the funds. A *** Supervisor contacted the member on September 14, 2022 and offered to contact MOVE US. LLC. directly in an attempt to assist the member in resolving this matter. BECU has not received a response from the recipient regarding returning the funds. BECU has exhausted all our efforts to recover the funds and recommend that the member to work directly with MOVE US. LLC to resolve this issue.

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

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18015864
  
  I am rejecting this response because: The part about being told I can go online and cancel the Zelle payment myself is incorrect. That is not something that can be done online as far as I am aware which is why I called customer service. I attempted to make two $2000 Zelle payments on June 30th. One went through and the other said it had a hold on it. I called customer service and asked the ********************** representative if they could cancel the payment with the hold on it and they told me yes. She told me it was canceled and wouldn't go through. It went through the next day on July 1st according to my bank statement. My Zelle activity page on the BECU site still says that payment is "Processing" to this day (I sent a picture of this). That combined with the representative telling me it was canceled and wouldn't go through is why I overpaid the moving company by $2000. The moving company is refusing to refund me the money because their delivery drivers disappeared with the remainder of the balance I paid them via money orders and cash and didn't supply the moving company with any updated paperwork. If the representative hadn't assured me the payment was canceled I would have calculated my payment correctly.
  
  Sincerely,
  
  ***********************