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

  12810 E Mirabeau Pkwy Spokane Vly, WA 99216-1464

  
• 

  B E C U

  205 10th St NE Auburn Nfc Auburn, WA 98002-4045

  
• 

  B E C U

  21182 Hwy 410 Bonney Lake NFC Bonney Lake, WA 98391

  
• 

  B E C U

  18333 Bothell Way NE Bothell Nfc Bothell, WA 98011-1901

  

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:03/05/2025

  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.

  Calling customer service- either get happy, sleepy or dopey. Had an overcharge on my debit card- called to get this resolved. First call, an over happy representative, promised to, "get this sorted".Second time calling, a representative seems really confused about what the issue was- despite all the notes on my account that they have. The third call was speaking to a representative who thought BECU had actually CREDITED ME the disputed amount and wanted to deduct the money from my account! I had to carefully explain how the amount was already deducted from my account from **************** (the double charger company) and BECU has given me no money so DO NOT TAKE ANY MONEY OUT OF MY ACCOUNT! No place is perfect but be warned- be very careful, watch your BECU account. By the way, ********************** couldn't help me with the overpayment-they said I should work it out with the vender, ok, if I could have, then I would have not contacted BECU right?!Don't fall for the concerned, "want to get this right" response to a negative review. It's not BECU banking, it's the marketing account! Social media! Don't provide any personal information to the email address they provide!

  

  Business Response

  Date: 03/12/2025

  Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:03/03/2025

  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 went to BECU to pull out exactly $400 and they were $400 bills I have not touched the money all weekend I went to go pay a bill today and they said one of the $100 bills was counterfeit so I took the $100 bill back to be BECU and they confiscated tell me it didn't come from them cuz they're a bank but it did come from them I did not do anything with those 400 dollar bills and now I'm down $100 that they took it from me and would not refund my $100 now I'm down 100 and I have to pay rent with that I'm about ready to get kicked out I know for a fact I did not touch any other money that hundred dollar bill came from them and they just took it from me and told me I couldn't have another one how am I supposed to pay my bills I'm down $100 isn't it this is just c***

  

  Business Response

  Date: 03/07/2025

  Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records. 

• Initial Complaint

  Date:02/28/2025

  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.

  Release of Lien In 2021 the divorce between myself and my spouse ****** **** was completed. We visited the BECU Silverdale branch to separate accounts and transparently communicate all aspects of the recorded legal divorce. Our 2015 Dodge Durango maintained an open account with ********************** and I agreed to take over all payments as sole owner. ****** formally relinquished all ownership in the provided court documents however, remained on the loan as to not require refinance. In October 2024 I paid off the loan to BECU and visited the branch where I received a letter showing the loan had been paid. I work on ships and leave for significant portions of time. In Feb 2025 I visited the *** to license the vehicle and remove ********************** from title. The *** explained I needed a letter from the bank I travelled to the branch where I was provided the same letter. I pushed back and after a significant time the bank employees explained the "collections and recovery ***** have issued a cross collateralization for a credit card in default. All my accounts and payments have been timely and above minimums. I have a Checking, Savings, HELOC, CC, and paid auto loan. The card was opened by ****** **** well after our divorce and completely in her name/SS and separate from me in every way. It appears the cross collateralization occurred after I paid off the loan of the car. The maneuver by the BECU recovery **** to use me (an autonomous member in good standing) to pressure ****** **** to pay her bill is a very poor business practice. I am not responsible and do not owe for this credit card account ending in 1005. The lein on my 2015 Dodge Durango should be lifted immediately. Upon communicating with multiple people in the ************* at BECU they consistently deny their "ability to remove the lein". However when pressed they state they won't not that they can't. This isn't right and truly unprofessional.

  Customer Answer

  Date: 04/10/2025

  Greetings,

   

  I would like to inform the BBB as to my complaint ID ******** the BECU mgmt contacted me and have made an exception to their policy to release the cross collateralization lien and have officially provided a release. 
  
  I am satisfied with the outcome. In addition to this complaint I contacted a board member off of LinkedIn who helped to expedite and elevate my complaint which helped in solving the matter. 

   

  Thank you for your assistance in this matter. 

   

  Warmly, ******* ****

• Initial Complaint

  Date:02/28/2025

  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 February 6th, 2025, I went into my local BECU to inquire about a car loan since I was thinking of upgrading my vehicle to a newer model. Once I sit down with the banker and tell them what I wanted to do, they obliged and started the process. They did not get too far before getting a look on their face and telling me they can only give me a phone number to call and that they cannot help me with the loan at this time. I figured that my credit was not what it needed to be to get a loan so I left the branch and called the phone number I received. I was given the "Bankruptcy/Loan Loss Recovery" number and waited on hold to get connected to someone, I was then connected to someone named "***** *****" who explained that they had a previous record that I had two (2) previous loans through them that, due to my bankruptcy in 2004 that got discharged, I could not get any loans through them. As a result, since I was "delinquent" on the loans that have been discharged for almost twenty-one (21) years now, I cannot bank with BECU and I have to bank elsewhere and that my accounts will be completely shut down in thirty (30) calendar days. I was shocked and appalled with the rudeness I experienced with this representative and how they did not show any empathy or show any type of emotion besides coldness and a disregard for how what I was told could affect me mentally and emotionally. I do not even know how they opened an account for me seven (7) years ago with this on my record with them.

  

  Business Response

  Date: 03/06/2025

  Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records. 

  Customer Answer

  Date: 03/15/2025

  Hello,

  I am updating you on this case, I reject the response BECU gave me. They still did not give a satisfactory response to my complaint. They still do not take any more blame for opening my accounts than a half-hearted apology.

• Initial Complaint

  Date:02/26/2025

  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 husband passed away suddenly in September 2024. I contacted BECU to let them know and work out an agrement regarding the ***** loan. They would not work with me at all. My husband just died, he didn't have life insurance, we had both just retired. I didn't have access to his pension yet and that would take about a month. I had to put our home up for sale to pay off all the debt, INCLUDING the *****. I tried to get BECU to contact the probate attorney as proof they would get the loan paid back, and they refused. The call me every week, never mention anything about my husband passing, just, "we need our money" . They then started reporting to the credit bureaus reporting late payments on the *****, which took my credit score from the high 700's to the low 500's. None of the other people whom also we owed money too, did this. They all understood and kept reporting "on time" payments. What is left of my life is now ruined!! I worked very hard to achive a good credit score, and they have ruined it in 3 months. My home is now pending and we will Close March 20th or before, but I will never have the credit score I had. Not to mention, they froze my credit card and lowered the limit as well!

  

  Business Response

  Date: 03/06/2025

  Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records. 

  Customer Answer

  Date: 03/17/2025

  I do not accept the response from BECU. They make it sound like they tried to work with me.  They did not. I tried to get a lower payment, they would not lower it. I tried to give them contact information for the probate attorney, they refused the information. I tried to give them my realtor information, but they refused that as well.  They only wanted money, they were not willing to work with me in any way, even though they say they "tried" they only tried to get their money. I needed them to know that I was in the process of selling our home so I COULD get the loan paid back.  They did not care.  So, no, I do not accept the response from them. 

• Initial Complaint

  Date:02/11/2025

  Type:Product 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 have been a loyal BECU member for 10 years, but an issue an 2/10/25 has caused me serious inconvenience and financial hardship due to a lack of clear communication on BECUs ******* debit card was set to expire this month, and BECU mailed a replacement in an unmarked envelope from ***********, ** rather than from their headquarters in *******, **. Because it looked like junk mail, I unknowingly did not open it.When I called to report that I had not received my new card, I consented to a replacement, but at no point was I informed that this would immediately cancel my current debit card. This resulted in me being stranded at a gas station with a declined transaction and no access to my own *********, BECU is requiring me to pay a $32 fee to expedite a new card, despite the fact that:1) They failed to notify me that ordering a new replacement card would deactivate my current one.2) Their mailing method was unreliable, leading to me unknowingly ignoring the envelope with my replacement card.3) They did not offer a courtesy waiver for the fee, despite my situation being caused by their poor communication.I am requesting that BECU refund the $32 fee and take accountability for the lack of transparency in their replacement card policies. Had I been properly informed that my old card would be canceled immediately, I would have made arrangements to avoid being left without access to my funds.I would appreciate a prompt response and a resolution to this issue.

  

  Business Response

  Date: 02/20/2025

  The response is being sent to the complainant via email for their records. Please see attached BECU response to complainant.  

  Customer Answer

  Date: 02/25/2025

  I just wanted to provide an update that BECU has refunded my fee, and I consider this matter resolved. Please mark this complaint as closed.

   

• Initial Complaint

  Date:02/04/2025

  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 had to make a dispute on my card because my teenager son took it to purchase games on Playstation and they canceled my card and made me pay an expedition fee because of had to ship it to another state that I have been living on and in this dispute, they give you provisional credit and this is actually the 3rd time I have had to do this because my son took my card out of my purse without permission, and this time they took back 2 of the provisional credits even though there was no money to cover them leaving me a,negative balance and taking the rest of my money....I understand this can happen when doing an investigation on a dispute but the money was on my account for them to take it back out and now I'm in the negative...this has never happened before and I don't just make disputes on my account for no reason. I don't play the Playstation my kids do!

  

  Business Response

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $12000 credit cards from BECU bank and I used to buy flights for me and my family and also some furniture for my new apartment.I used $10000 on the card.I was charged for $289 each month and I called them and they said I passed my cash limit.If I dont want them to charge me I must pay $6000 .I went and borrowed money from **** and paid them.Means I owned them only $5000 and they cant charge me anymore because they said my cash limit is only $5000.Then I was surprised that the keeping charge me and I called them and they said my credit limit now is not $12000 but $5000 Up to now they are charging me even I paid and now I own them $3000 I dont see this is normal

  

  Business Response

  Date: 02/06/2025

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

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22854010
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/24/2025

  They just telling me sorry and I want them to return all illegal charges they have been charged me.

  Yes please,and I need explanation how the $12000 they gave me on my credit card changed to become $5000 without let me know 

  This case is not resolved yet but they charged me 3 days ago $49 

  

  Business Response

  Date: 03/12/2025

  Please be advised that the complaint response is attached, and that the response is being sent to the complainant via email for their records. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22854010
  
  I am rejecting this response because:I need BECU to reimburse me not asking apology 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/23/2025

  Type:Product 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 am writing to express my concern regarding the delay in resolving my insurance settlement for the total loss of my vehicle. I am trying to get help with BECU getting the letter of guarantte to CoPart Express ******, records shows was last sent to me on December 27, 2024. However, the letter was incomplete, as it did not include the settlement amount, rendering it insufficient to proceed. ****** Express needs the updated letter of guarantee.I am unable to get in contact with anyone on the BECU collections/recovery team that can help, send them emails ************************************ with no response or **************. I am no other options to file a ************ has now been almost a month, and they have yet received an updated and accurate letter of guarantee. This prolonged delay is causing significant hardship, as I urgently need to resolve this matter to purchase a replacement vehicle.I kindly request that you expedite the process of issuing a proper letter of guarantee with the full settlement amount included. I cannot stress enough the importance of resolving this matter as soon as possible due to the financial strain and disruption this delay is causing.Please provide me with an immediate update on the status of my settlement. If further information or action is needed from my side to expedite this, kindly inform me without delay. I look forward to your prompt response to this pressing matter.CoPart Claim: ******** BECU Loan: 2017 ***** RX350, loan number ********** Thank you for your attention to this issue.*** ****** ************** ****************

  

  Business Response

  Date: 01/30/2025

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

  Customer Answer

  Date: 01/31/2025

   
  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:01/14/2025

  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 checking/savings account was compromised on 12/13. On 12/14 a new debit card was ordered, with a verbal guarantee from the little kid who worked with me that my new card would be here 12/19-12/23. It didnt come. On Jan 2 I finally got another card ordered. The kid on the line told me she expedited it. She didnt.On Jan 7 the card still had not arrived, so I called again. Another little kid, this time on the leadership team, expedited a card to me with extra paperwork just to make sure we did this right, and a promise he would call me back on Jan 8 just after 5pm with a tracking number. He didnt call. Then I messaged BECU on ********. They said they escalated the call to their leadership team again, putting me back into some sort of line. I messaged them again because low and behold- still no response. They scolded me for asking and told me I needed to be patient because it hadnt been 24 hours. I wrote back calling them out on their bs and asking for the tracking number. No response. I got someone to go find my card, as now there have been two ordered since Jan 2, and I have neither. When she got back on the phone 20 minutes later she said that card number 3, the one that had been expedited correctly had been cancelled before it was sent because one of their teams didnt check with the other team (right hand didnt talk to the left hand) and no one bothered to read the notes on the account or double check. Then she told me the second card, the one that was supposed to be expedited but wasnt might be there by Friday. It wasn't. I messaged on FB again and demanded they put a hold on my account. They didn't respond. To date, it has been one month, and I have yet to receive a debt card for my bank account, despite three tries with their phone team. (I live in another state, so I cant just go into the branch.) Ive also yet to receive a call, email, message via fb, or any kind of follow up from anyone on their team on any level.

  

  Business Response

  Date: 01/27/2025

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

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22811784
  
  I am rejecting this response because:

  Unfortunately, due to the fact that you chose not to COMMUNICATE with me any of your intentions about sending another card or etc, I did not know that was what I had received. I thought it was one of the missing cards. I destroyed it. In the real world, or that is to say the way things used to be, someone would have called and communicated like an adult. Which seems to be dead. But I can't read your mind, nor do I have endless time to continue calling your idiots on the hotline to try and help them help me with basic service. I fired you. I don't want another card. I don't want to use that account any longer. I secured a new account at a new bank. I can't bank with you any longer because I am no longer able to walk in and get the service I should have had on the phone. Your staff is immature and untrained and unreliable. I can't go without a bankcard for a month, and neither can anyone else in this world. I should not have to say that or type it to you.  

  Right now, I'm working to secure credit to remove debt from you and close all my accounts. As I'm doing that, the remedy I now seek is a revisit of the fraud complaint I put in last summer where I was not able to recoup any of the money stolen from me due to a judgement against me by BECU. The issue was that I was LATE to file my fraud documents. If it's ok for you to be late, why do you have the right to judge against me for being late?

  Please do something real and meaningful to make good on this so I don't have to do social media march through every site bashing you in your ratings. I was a good loyal customer for a very long time. I have borrowed and owed and paid you back faithfully time and time again for over a decade. You've let me walk away like I don't matter. You should make sure I don't do it mad. 

   

  Sincerely,

  
  ***** ***

  

  Business Response

  Date: 02/06/2025

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

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22811784
  
  I am rejecting this response because:

  You just got done taking over 30 days to provide a debit card and thereby access to my bank account. Your generic response notes that I failed to do something in a timely manner. SO DID YOU. You've fallen off as a financial institution. Your behavior is degrading and beneath the establishment that I originally worked with. The reason I demanded something more legitimate in terms of both time and in terms of a real response is because of your hypocrisy. WAKE UP!!!!!! STOP HIDING BEHIND THE COMPUTER. SOMEONE SHOULD HAVE CALLED ME WHEN THIS ORIGIANLLY HAPPENED. WHY CAN'T YOU TREAT ME THE WAY YOU WOULD WANT TO BE TREATED. 

  
  Sincerely,
  
  ***** ***