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:09/04/2022

  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.

  I bought a 2022 hundai santa **** and provided proof of insurance with geico, my ******* maiden name and ID when purchased. I received request for proof of insurance and contacted ***** who said it was provided. I have changed insurance to AARP as of August 31st and I have attached the policy and documentation. Yesterday I received a threatening letter from BECU telling me they are going to bill 8 k to my loan for insurance. I now hate them and need proof this is legal when I have had and still have it. I can't afford a bigger payment and as soon as I've had this car a year I will refinance. Is this a scam

  

  Business Response

  Date: 09/21/2022

  On June 11, 2022, member purchased a vehicle with ***************** dealership, the loan was approved and funded through BECU. The insurance information the member provided during the purchase of the vehicle is a dealership requirement to complete the loan application and for the purchased vehicle to be driven off the lot. At the time of purchase, the insurance information did not reflect the 2022 ******* Santa **** as the insured vehicle, nor did it reflect BECU as the lienholder. BECU sent the 1st Notice on August 3, 2022, requesting that the member furnish evidence of insurance required by the terms of your loan agreement, and a 2nd Notice on August 24, 2022, reflects the amount of the ******************************* (CPI) that would be added to the loan to cover the vehicle and protect the interest of BECU if we did not receive insurance coverage as required. Our records indicate that on August 25, 2022, BECU received the proof of insurance coverage from **************** the policy had an effective date of June 11, 2022 to August 31, 2022. On September 13, 2022, BECU received a new insurance policy from AARP Insurance with an effective date of August 31, 2022. As of the date of this letter, BECU has received the appropriate proof of insurance coverage for the purchased vehicle and the referenced CPI will not be applied to the member's loan.

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

• Initial Complaint

  Date:08/29/2022

  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.

  For the past two weeks, I have attempted to create an account with BECU. I live in an urban ******* neighborhood with few credit unions, and BECU is the closest. Each attempt to apply online gave me an error that they were unable to confirm my identity. I called BECU and was told that I would have to go in to a branch to apply. Being physically disabled, on August 27, 2022, I made the trek and began the application process. Mid-way through, the BECU clerk, who was very kind and professional, went to the printer and returned with a notice on BECU letterhead stating that my application for membership was denied. Specifically, it stated: "Thank you for considering BECU. Unfortunately, we are not able to open your account today. This decision was made after we reviewed your application and information provided by the consumer reporting agency listed below." Assuring me that the document was not a credit report and that the score I received, 539, was not a credit score, I was a told by the clerk that BECU requires a score of at least 350. He could not describe what the score represents or describe what any of the identified factors--Time since non-DDA inquiry activity; Time at current address (I've lived at my address for a year with no late rental payments); No evidence of asset ownership; Non-DOA inquiry of retail item history--meant. Likewise, I called ******************* who issued this so-called "score" and got an endless loop of automated "press # to..." options. I have a federal security clearance and work for the U.S. ********** of ******** with an income of over $100,000 per year. I believe that BECU is discriminating against the disabled.

  

  Business Response

  Date: 09/08/2022

  Complaint submitted multiple online applications (August 9, 2022, August 17, 2022, August 24, 2022), these applications were not completed due to a failed status on the identity Verification process. On August 9, 2022, complainant contacted BECU and was given the option to go into a branch with photo identification to complete the verification process in person. On August 27, 2022, the complaint went into a branch to complete the membership application and the application came back as declined. BECU obtains a **** Systems report for all membership applications. The key factors are determined by **** Systems Inc. and unfortunately, BECU are not provided with the details of the factors. BECU were not able to establish membership at that time due to the information reported to BECU by **** Systems, including the consumer score and the key factors. BECU followed all the appropriate process in reviewing and decisioning the membership application. If the complainant feel any information reported to **** Systems Inc. is inaccurate, we encourage them to contact **** Systems Inc. directly to either dispute or clear up the information. Contact info provided in the response. 

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

• Initial Complaint

  Date:08/23/2022

  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.

  I received a notice from BECU that my daughter's identity was included in a recent data breach. The notice included instructions to sign up for free credit monitoring, including a unique code. When I attempted to enroll her in the monitoring, *******'s system informed me that minor children cannot sign up for credit monitoring. I contacted BECU the week of 8/15 and was informed I would be contacted back. When that didn't happen, I contacted BECU again on 8/23. I received a new code, which subsequently did not work. I contacted BECU a third time, and was informed I needed to call Equifax to enroll my daughter in the credit monitoring. After speaking with Equifax, I now know that I need to mail them a copy of my daughter's birth certificate, my driver's license, and a letter explaining that I want her credit file frozen. I have also discovered that to completely protect her, I need to separately contact Transunion and Experian, and likely do the same thing.This is a disaster. What a terrible customer service experience and one that has already required me to spend an hour on the phone sorting out how best to protect my daughter's credit file. Now I have a bunch of homework I have to do, all because BECU either doesn't adequately vet or monitor their vendors who have access to our information.I would like BECU to take a greater role in helping me resolve this issue. I don't feel that I should be required to make all this extra, unexpected effort while BECU simply auto-mails form letters to customers. I'd like a member of BECU's executive customer service team to contact me and explain to me what the credit union will do to help me in this matter.

  

  Business Response

  Date: 09/21/2022

  Our relationship with our members is incredibly important, as is the need to protect and secure members privacy and sensitive information. Member communication was circulated among BECU cybersecurity, incident response and communications leaders. If member wish to discuss their concerns further, a contact was provided in the response. 

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

• Initial Complaint

  Date:08/19/2022

  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 a primary **** card holder with over 8 years at. BECU. I lost my account ,,my rewards fee of ***** and my rewards points. I did not authorize this closure.Apparently what happened my ex husband called BECU and canceled this account over the phone.Policy to close an account is to fill out the Consumer. Account Closure Request, witch is what I did to close are savings, and checking !BECU clearly violated my rights as a consumer and did not follow their own policys. This has also effected my credit due to the closer of the long standing account and credit balance allowed..

  

  Business Response

  Date: 09/02/2022

  BECU records indicates that on August 10, 2022, the joint cardholder contacted BECU and requested to close the **** account. The **** account was jointly held, which means either the primary or joint signer are allowed to close the account and account can be close over the phone. BECU acted in accordance with our Credit and Security Agreement and complied with the joint signer's request to close the **** account. Once the account is close, we are not able to reopen the account or reinstate the reward points. 

• Initial Complaint

  Date:08/18/2022

  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.

  On 08/18/2022 at approximately 1530, I reached out to business to release a hold on my Zelle account due to miscellaneous transactions that failed to go through in July due to a lack of confirmation in a timely fashion on the BECU app. After several minutes I was transferred to IT Technical support an individual by the name of Allen. After I told Allen why I was calling and asked him if he could decline transactions that did not go through and unlock my Zelle account, he proceeded to tell me why the transactions did not go through. I told him the transactions I wanted to go through did not correct, and I was aware they did not go through (this is a MONTH after said transactions were attempted). Allen proceeded to tell me how the Zelle app works, I've had Zelle since it became compatible with the BECU website. He proceeded to tell me he could unlock the account but first I needed to provide him with my card information. I then asked the individual what information did I need to provide him with from the card? Allen became abrasive, and refused to tell me what information he needed off the card, he even asked me" do you have the card yet", implying he was not going to again answer what information did he need on the card. When I asked to speak to his manager or another team member, he proceeded to tell me that he was the only one that could help me in an abrasive, unprofessional, tone. This individual was rude and aggressive.

  

  Business Response

  Date: 09/02/2022

  On August 18, 2022, member contacted BECU regarding a hold on their Zelle account and was assisted by our TSA Department. The TSA representative educate the member on the Zelle transfer verification process which place their Zelle account on hold. Member explained they were aware of the hold at the time but didn't resolve it right away because they were on vacation. The representative went through an identification process to remove the Zelle hold by asking for the member's Debit or Visa card. When the member inquired what information the representative needed from the card, the representative replied asking for the card information or if the member have the cards on them. The representative was not being clear when replying to the member, they were trying to obtain a Debit or Visa card number as part of the identification process. It was also clear from the interaction the representative declined the member's request to be transferred to a Supervisor or another Representative. This matter has been escalated to the TSA leaderships, and a TSA Supervisor attempted to contact the member on August 19, 2022 and August 22, 2022, but they have been unable to reach the. Provided member with the TSA supervisor's direct extension for call back.   

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

  Customer Answer

  Date: 09/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I have yet to be contacted in regards to the following; 

  Communication from a manager informing me of escalated complaint regarding the unprofessionalism displayed by their employee. Communication regarding my Zelle account still on hold. 
  Sincerely,
  
  ****** ********

   

• Initial Complaint

  Date:08/17/2022

  Type:Order 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 attempting to settle the estate of my parents, who both passed away in 2021. They had two mortgages through BECU. BECU has outsourced many of their operations to Cenlar. I need to obtain documentation of the balance of the mortgage for the date of death of my mother (September 13, 2021) to be provided to the state of Washington.I have provided BECU/Cenlar documentation of my role as the Administrator of the Estate for both parents, as well as death certificates and my identification. My attorney has confirmed that this is sufficient to prove my position, and that this should be all I need to obtain the documentation I have called BECU over 22 times, and spent many hours (40+) speaking with representatives, sitting on hold and being transferred between departments. I have been told on the phone that the request has been processed, only for a form letter to be generated and sent to me in the mail telling me they need additional items, like the deed to the property and my right to inherit, to establish me as a successor in interest. One mortgage has been paid off, and the other mortgage is soon to be paid off (a balance of ~$111). I do not wish to become a successor in interest in either mortgage, and my attorney confirms that this is not necessary for my request to be fulfilled from a legal standpoint. I am at a loss for what to do next, and would like your help in getting BECU to resolve this.

  

  Business Response

  Date: 08/31/2022

  Complainant request was for the principal balance on each loan account. BECU regret that we continue to request additional documentation for Successor in Interest(SII) when it was not their intent to become a SII. BECU have provided the paid in full letter and payment history for all requested loans to the complainant. 

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

• Initial Complaint

  Date:08/13/2022

  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 purchased a used vehicle in November 2021, and used BECU as the provider of the car loan for this purchase.The private seller of the vehicle had a loan also, at Texas trust credit union. The vehicle was paid off by BECU and a ***** Title was supposed to be sent to BECU. After many calls every month to BECU, plus effort to try and contact Texas Trust Credit Union, nobody has contacted me to inform me of where the title is. Without the title, I CANNOT REGISTER THE *** IN MY NAME, it has been almost 10 MONTHS since I've purchased the vehicle, and the current TABS end in September. I will not be able to get tabs renewed and will not be able to drive the car, which is not an option for me. I need this source of transportation.

  

  Business Response

  Date: 08/25/2022

  BECU research indicates on November 5, 2021, the member obtained an auto loan with BECU to finance a vehicle purchased from a seller in *****, and the loan proceeds were used to pay off the lien on the vehicle with Texas Trust Credit Union. BECU was able to determine that Texas Trust Credit Union sent the vehicle title to the seller in error, and we have made several attempts to reach Texas Trust Credit Union to have them order a duplicate vehicle title; BECU does not have the ability to complete that request, as the vehicle title is from *****. According to our records, on July 5, 2022, the member informed us that they have gone to court to request a replacement vehicle title from Texas Trust Credit Union. BECU is still waiting for the vehicle title from Texas Trust Credit Union and has never been in possession of the vehicle title.

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

• Initial Complaint

  Date:08/05/2022

  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 credit card was stolen 5/15/2022, I called to report fraudulent charges and put a hold on my account. I was told it would take a couple of weeks for the fraudulent charges to come off. In June I called again when I noticed I didnt see the balance change and called bc it said there was a minimum payment due, despite their being notes on my account about fraud charges. I was told again not to worry and that this would be taken care of. Around 7/1 I called again, this time I was told that a second charge had been made that they didnt file a fraudulent charge against (even though I had spoken to someone in June about this). I then called again at the end of July to get interest and late fees removed for these fraudulent charges. They removed the late fee and the interest and told me the remaining fraud charges would drop off within **** business days. On 8/4 I was charged another late fee and interest for the fraud charges. Im so disappointed by the lack of support from the fraud team and the continued efforts to take care of this matter have done nothing.

  

  Business Response

  Date: 08/22/2022

  BECU research indicates that on May 15, 2022, the member reported their **** card was stolen and at that time there was one pending unauthorized transaction on the account. On May 18, 2022, the charge posted and a fraud claim was filed for $19.46. On June 6, 2022, the fraud claim was honored and the amount of $19.46 was credited back to the member. 

  On June 1, 2022, member contacted BECU again regarding a new unauthorized transaction for $47.18 posted to their new **** card. It was explained to the member that the charge could have been preauthorized with the merchant before the old **** card to closed and can still potentially post to new **** card. During that call a new fraud claim should have been filed for the new authorized transaction, but it was not completed. It appears there was a miscommunication with the ************** Representative that the member spoke with who was under the assumption that there was already a fraud claim submitted for that charge. 

  On July 1, 2022, a subsequent fraud claim was filed for $47.18, but the claim was filed under the incorrect **** card number. This cause the claim to be overlooked and delayed, which resulted in late fees and interest that applied to the **** account on July 25, 2022 and August 4, 2022. BECU has reversed all the late fees and interests related to this incident. As of August 8, 2022, the fraud claim for $47.18 was honored and the fraudulent amount has been credited back to the member's new **** card. 

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

• Initial Complaint

  Date:08/03/2022

  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.

  BECU has denied several attempts to retrieve my money and continues to stop attempts and charge fees one after another. I sent up a transfer with my other bank and they denied the transfer and charged me $25. They have done this 4 times in the last month. At this point I cannot reach my money and they charge me every time I try. I am trying to close my account and get my money but they are refusing to allow me to do so.6/14 - $25 charge for trying to pay my credit card **** 6/22 - $25 charge for trying to pay my motorcycle loan 7/15 - $25 Denied my bank transfer and charged me 8/1 - $25 Charged me again for the same exact transfer I need a refund and I need to close my account so they cannot continue to abuse their fees and keep my money. Refund of $100 and allow me to transfer my money out of my account.

  Customer Answer

  Date: 08/03/2022

  Hello, 
  
  Business has resolved the issue and I need to close this complaint. 
  
  Thank you.
  
  -Miranda 
  

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  I contacted Boeing Employee Credit Union regarding getting a cashier check on Sept 22, 2022. They issued the checks. Then the Boeing Employee Credit Union Landing Manager found out about it and notified me that I they would not do business with me. They stopped everything and I was left with little cash I had.The Manager (******) was concerned about fraud. I know that was a possibly, but I wanted to do it anyway. She to said to find a new bank. She failed to understand how big of problem that would be.She and her peers went crazy. I was forced to do that even though I have been a customer for over 50 years. They refused and continue down this path. I have asked for several thing I need and they continue to tell me what they are going to do. As an example, I have a home equity loan. Taking my money to pay off the loan is probably illegal! It could result in my having to get an attorney.I have asked for cash that I need. They would only give one tenth of what I asked. I use their **** Pay and changing that will require hundred of hours, if I can do it.They have also refused to provide me the names of higher level their management.This is not the way to do Business.

  

  Business Response

  Date: 08/10/2022

  BECU suspected fraudulent scam activities involving member's account and suspended the accounts. The activity began in January 2022 with a wire transfer which was stopped by BECU due to a high fraud probability. Then member proceed to send funds via Zelle to someone they met online, member state they would be receiving a box of diamonds but had to pay the port fees. Member was advised to discontinue the activity as this alights with fraudulent scam activity that is commonly seen by BECU **************************** Member then purchased cashier's check from BECU for the continue participation in this scam activity. On July 1, 2022, BECU's *************************** advised the member that if the scam participation continues, BECU would close their deposit accounts and which time member agreed to stop the activity. On July 22, 2022, member continue to to purchase cashier's checks for the purpose of participation in the suspicious activity. The *************************** informed the member of account closure date of July 29, 2022 and discussed account closure options. On July 26, 2022, member contacted BECU ************** and requested to escalated the matter of closing their account. Following that call, BECU *************************** granted an account closure extension to September 2, 2022 to allow the member time to get their direct deposit transferred to their new financial institution. Member was made aware that no transaction would be allowed during this time except for $500 in cash and/or cashier's check made payable to the member when their account are closed. BECU is not applying fund from member's deposit account to pay off their Home Equity Line of Credit and the member were advised that they would be responsible for continuing to make their loan payment. 

  The response is being sent to complainant via email for their records and copy to the Attorney General of Washington. 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17633294
  
  I am rejecting this response because:

  1. They did stop one.  They apparently call me. However, They are not able to leave message!  I assumed it was a crank call.  Hey should enhance their system so I would know!

  2. They have said they warned me.  That is a lie and I have asked them to prove it.  They have camera at their landing location!  I have also told them I know it could be a scam, but i wanted to do it anyway.  It is my money!  They did not stop that one either.  This is no way to do business!

  3.  I have also emailed they and asked for a meeting.  I have not gotten a response in two weeks because she went on vacation!
  
  Sincerely,
  
  *******************