Complaints
This profile includes complaints for B E C U's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 139 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In May of 2022 I was approached by a man who introduced himself to me as ***** about a job posting houses for rent on a Realty website. On 5/12 ***** sent my first paycheck after I had successfully rented a home out. I gave him my BECU checking account and routing number to do direct deposit and I received $4000. I moved the money into my savings to let it sit until the end of the month to make sure it was a legit transfer. During the month of May $362 was deposited into my account from a gig pay app I was working for, also during that month I spent $108.52 and had transferred $211.40 to my savings to put aside for bills. On 5/16 my account was frozen so I called BECU and was told to go into my local branch. I did that same day and was told a $1000 Zelle transfer had come out of my account to an unknown person so I reported it as fraud since I did not have a Zelle account. I was told that day my account would be frozen while they investigated. The next day BECU called me and said that someone had gained access to my online account and the $4000 was transferred from another BECU member whose account had also been compromised. Whoever had done this had also set up the Zelle account that sent the $1000 transfer. They then said that they would contact me in 10 business days. The scammer had been the ***************** who had gotten all my personal information from some on boarding paperwork I had filled out and he had accessed my email which had the same password as my BECU account and is where my passcodes for logging were sent. I made sure to share all this information with BECU. On 05/23/22 BECU reached out and let me know they were familiar with this scammer he had done this to many of their members. Then they said I would have to pay back the $746.39 in order to keep my account with them. They had taken my $253.48 to pay back the $1000. They sent a letter that states I have until 07/20 to pay before they charge the balance 12% annual interest.
Business Response
Date: 08/10/2022
On May 16, 2022, BECU *************************** restricted the member's account due to a suspicious deposit of $4,000 transferred to their account on May 11,2022. On May 17, 2022, the member contacted BECU regarding the restriction on their account and how to access funds in their account to pay rent. Member's call was escalated to a ************** Lead and it was discovered that there was an external transfer for $1,000 that was withdrawn from the member account.Member visited the Greenwood NFC per the ************** Lead's advised to file a fraud claim but there were no records of a fraud claim being filed, and it is unclear why the form was not completed. On May 27, 2022, when the *************************** reached out to the member to deliver the resolution of the case, it was explained that the $4,000 was an unauthorized transfer from another BECU member's account, that money is being removed and returned to the other member's account. During that call the member did not mention the unauthorized external transfer of the $1,000. This information was not included in the initial fraud investigation and on July 29, 2022, BECU Financial Crimes reached out to the member to complete a Written Statement of Unauthorized Debit in order to process the member claim for the unauthorized external transfer of the $1,000. As of August 5, 2022 the claim for the $1,000 transaction has been honored and the funds was credit back to the member's account.
The response is being sent to the complainant via email for their records.
Initial Complaint
Date:07/14/2022
Type: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.
My lost credit card was fraudulently used in the first couple days of June. BECU has been aware of this starting no later than the next day. I have provided all the information they requested (more than once to various representatives) and even filed a police report as they requested. However, they transferred the significant fraudulent charge to my new card (they did cancel the old card), and when I call, I always speak with somebody different and get the run-around about why the charge has not been removed even though we are approaching the end of July. My request is simply that BECU remove the fraudulent charge.Business Response
Date: 07/29/2022
BECU research indicates that the member reported their **** card lost on June 3, 2022 and the unauthorized transaction was pending. Member was informed to call back to file a fraud claim once the charge posts on the **** account. Member called back the same day and insisted to have fraud claim to be filed, the fraud claim was submitted on June 3, 2022. The unauthorized charge posted on the new **** card on June 6, 2022. The fraud claim was worked on June 21, 2022, during that time BECU Financial Crime reached out to the member to gather additional information for the claim and sent fraud notice to the member. The fraud investigation concluded on July 21, 2022 and the total fraudulent amount was credited back to the member's **** account. BECU acted in accordance to Truth-in-Lending Act, implemented by Regulation Z, section 1026.13(c)(2), Time for resolution, general procedures: (C)(2) The creditor shall comply with the appropriate resolution procedures of paragraphs (e) and (f) of this section, as applicable, within 2 completed billing cycles (but in no event later than 90 days) after receiving a billing error notice.
The response is being sent to the complainant via email for their records.
Customer Answer
Date: 07/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Although the business misstates the sequence of events, the resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/06/2022
Type: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 have been a customer with ********************** for a few years now and have moved hundreds of thousands of dollars through my account and in my savings. I'm currently doing a build project which got me a little short on money. I have received a 40k check from my employer and attempted to deposit it but read about the hold that *** happen, and I needed at least 2k on the same business day. I elected to wait for 4 days holiday and call becu to see if they can make sure the hold will allow 2k be available immediately. Otherwise would have traveled to the issuing bank and got it all cashed out same day. I called and customer service promised I can deposit the check and they can adjust the hold with no problem, I deposited it and they pulled the image to call the issuing bank to verify the check. I was on hold for an hour only for the gal to come back and tell me that they couldn't and can't release more than 1k this day. I asked her to just cancel the deposit and I can take it to the issuing bank and then she said no can't do after she confirmed that was an option. I then spoke to her supervisor who was completely rude, his name is *******. And he was basically ganging up with his subordinate against me the customer and was an inches away from calling me a liar because he helped the agent all the way through the call. He then told me that he is not sure my what my intentions were, like I'm trying to commit a fraud. Like excuse you how long have I been your customer for? And how many thousands of dollars did I move through your bank? Like it's okay to no be able to do something but promising something and under delivering is not okay by any means, also almost calling me a fraud is definitely not okay. I would like someone who is in charge to call me, I know the bank has the option to adjust hold especially when a small amount but BECU chose not to help me with my own money and put me in the position that I was exactly trying to avoid. Again, I was someone who is in charge to call meBusiness Response
Date: 07/20/2022
Member contacted BECU regarding the matter on July 5, 2022. A review of that interaction indicates that the ************** Representative attempted to clarify the member's request, and the representative was under the impression that the check was a cashier's check when they advised the member to deposit the check. If the item was a cashier's check, this may have allowed the representative to verify the check and make additional funds available immediately. The call was escalated to a Lead, and a review of that interaction determined that they were too quick to mirror the decision of the representative and didn't conduct further research into the situation or attempt any kind of resolution. This matter has future been escalated and reviewed by ************** Leadership. On July 8, 2022, a ************** Supervisor reach out to the member to discuss the matter. As a courtesy they released the remainder of the funds early in good faith as the member expressed that they needed additional funds over the weekend to pay contractors and provided an direct extension if there were additional questions on the issue.
The response is being sent to the complainant via email for their records.
Customer Answer
Date: 07/22/2022
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,
Morsy El SamalutyInitial Complaint
Date:06/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried to dispute fraud charges that BECU allowed to be charged to my BECU credit card and have contacted four different representative at their phone number ************ and have sent two letters to BECU in ******* and a certified letter to the other address they list for disputed charges at **********************************. There were three fraudulent charges by APPLE.com on 6/16/2022 and posted on 6/19/2022. They continue to allow these charges to remain on the new credit that was issued.Business Response
Date: 07/13/2022
Member notified BECU of the unauthorized transactions on June 16, 2022, the charges were still pending and member was advised to call back to file a fraud claim once the charges posted to the new **** card. On June 22, 2022 member call back after the fraudulent transactions posted and a fraud claim was filed for the member. Member was also advised that the fraud investigation can take up to 10 business. As of July 6, 2022 (on the 9th business day) the fraud claim was honored and the total amount of the fraudulent transactions was credited back to the new **** account.
The response is being send to the complainant via email for their records.
Initial Complaint
Date:06/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Prior to my leaving to live in ***** I spoke with multiple managers at various BECU locations in ****************. ******* in ****** and 40th and Bridgeport in ****************. In addition I spoke with several BECU agents over the phone. My question to against: I make a payment from my savings or checking account which has funds and make a payment for my BECU **** card. BECU a day or two later removes my amount I am making the payment for my ***** then waits an additional five or more days to pay my BECU **** card. Why does it take so long to make this payment when it is the same bank?Next question:I asked why sometime a payment I made from my BECU checking account to my BECU **** card has not been made within three days or more? ( they totally missed my amount I paid and said its been done but it was not indicated in their mobile app or online!The agents keep sharing that it take three business days. However, it has taken more than three days for my more recent payments to register. One of them has not even registered as being paid to my BECU credit card, but BECU has taken out my funds from my BECU checking account over five days ago. Why, again, does this process take so long and where are my funds if they are not in my account (checking account) while being sent to my BECU credit card? I am concerned that the BECU company has been disingenuous with their response and have not clearly and logically explained while using their bank solely and moving funds online from my BECU checking to BECU **** card and money is lost or misplaced for more than three to five business days or longer. In my recent case, not at all. No response from BECU.Thank you,******Business Response
Date: 07/01/2022
After a review of member's **** account, it was determined that the member was making the payments via BECU's Online **** Payment product. This product is intended for sending payment to third parties, not for making payment to BECU loans. We recommend that the member transfer funds directly from their checking or savings account to their **** account via Online Banking for paying their BECU loan.
the response is being sent to complainant via email for their records.
Initial Complaint
Date:06/22/2022
Type: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.
Credit card fraud on cards that have never been used followed by hostile questioning when fraud was reported. This is the 2nd time this has happened with our BECU credit cards this year. The first time we had used the cards a single time to pay off an installment loan, so there was a possibility that the numbers had been taken from that vendor and used for fraud. However, this most recent case involved the newly issued cards that had only been activated and never used. The cards were still attached to the letter they had been sent to us on! The only way the cards could have been compromised was through an internal problem, but when we reported the fraudulent charges, we were disbelieved and challenged.Business Response
Date: 07/06/2022
BECU research shows that we identified suspicious activities on the member's **** account and placed a block on the card. On June 22, 2022, the primary member on the account contacted BECU to verify the suspicious charges. The representative followed the standard process for addressing suspicious activities and the member confirmed the suspicious charges were unauthorized and explained that the card has only been activated and has not been used for any purchases. The representative assured the member that BECU has not had a data breach and explained that there are programs fraudsters can use to determine card numbers to attempt fraudulent activity. While this not something BECU can control, we do have security measures in place to help identify and flag suspicious activities, which then allow us to block a card and alert our members. As of July 5, 2022, the fraud investigation was completed and the claim was credited back to the member's account.
The response is being sent to the complainant via email for their records.
Customer Answer
Date: 07/08/2022
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:06/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive tried over and over and over again to get my BECU **** CREDIT CARD mailed to me. They have refused to mail this card over and over. First because I had to update my address which was two months ago and still customer service which does no service at all will not send me a card. BECU cares nothing for the people that bank there.Business Response
Date: 06/30/2022
BECU research shows that on March 1, 2022, member's **** card was reported Lost/Stolen, a new **** card was not issued at that time due to an address mismatch. Our records show multiple contacts with BECU through Secure Messaging between April 17, 2022 to June 1, 2022 regarding member's replacement **** card. During those conversations, BECU was unable to verified and successfully processed member's request due to numerous factors such member needed to update their address, a 10-days mail hold that was placed on the member's account due to the address change, and card order request was not submitted. On June 15, 2022, a replacement **** card was issued to the member per the written request via BBB communication, member should receive the new **** card in the mail in **** business days.
Response is being sent to the complainant via email for their records.
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