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.
If you've experienced an issue
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:01/03/2025
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.
BECU sent unauthorized mortgage payment to ********** on 12/12/******** bank states at my request that they refunded my unauthorized payment back to My checking account at ********************** on 12/19/24. Refund Payment has not been deposited into my BECU account and ********************** can not locate my refund. I have made many calls to BECU since 12/19 and per instruction from ***** called BECU requesting they do 3 way call to remedy the issue. My request to BECU was denied on 1/3/25 and this issue has still not been resolved.Customer Answer
Date: 01/06/2025
Complaint # 22763791 has been resolved. Refund has been received .
Thank you ~
***** *****
Initial Complaint
Date:12/18/2024
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.
On December 7, 2024, I had a stroke. My son ****** ******** noticed that my car was repossessed on the 12th due to missed payments. I was planning to catch up on payments but since the 7th I have been in the *********** son has tried to call several times with my verification provided to get information onto how to retrieve the car back, but no one has called us back with any information. Today, I was informed that I would need to pay the remainder of the loan which is over $6000 to retrieve my car. I am kindly asking for an exception given my hospitals day and extenuating circumstances.Please is there any way to arrange a plan to pay or catch up on missed payments to have the vehicle returned. Additionally, each day with no response is incurring additional fees and stress on me which I do not need at this time.Please give either my son *** ******** ************** or daughter ***** ******** a call back on this matter at **************.I ask you to think of your values Do the Right Thing We ask ourselves: "Is it the right thing for our members?"Be Real We're more than just money. We are people helping people.Please, I am more than just an account. I am a person who suffered a massive strike. I hope you can make an exception.I appreciate any help and assistance. Blessings,****** *************
Business Response
Date: 12/31/2024
Please see attached for BECU's response to this complaint. The response is being emailed directly to the complaint for their records.Initial Complaint
Date:12/05/2024
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 called to close my checking accounts, saving account and ********************** card. Was told all of them could be closed over the phone except the savings account required a paper form. I told them to close all the others and mailed in the paperwork. I then received a letter telling me they wouldn't close my savings account because I had an active **** credit and that I needed to close my VIA and resubmit the form again. I called again and was told a second time they would close my **** but refused to process the savings account closure unless I paid to submit the form again.Closing account shouldn't be challenging. It's not a debit card with recent/pending activity it's an empty savings account and they shouldn't be permitted to put up ridiculous obstacles to try and prevent customers from leaving.Business Response
Date: 12/19/2024
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: 01/09/2025
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:12/05/2024
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.
*** is needing to obtain legal documents (letters of Guarantee) for 3 total losses. We have followed the steps BECU has given to obtain these documents but have yet to receive a response. This is involving three total loses, VIN ending in 929509(requested 11/17), VIN ending in ****** (requested 11/07), VIN ending in ****** (requested 10/18) and we need immediate resolution to ensure they receive the settlement payment for these losses. BECU has stated this process should take 2 to 3 business days to complete and we have been trying to obtain these documents since 10/18 for one of the vehicles, and close to a month for another.Business Response
Date: 12/18/2024
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:11/08/2024
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.
Due to unexpected circumstances, my vehicle was recently repossessed, and I have been informed that a full payment of $35,000 is required to regain possession. Unfortunately, I am currently unable to secure this amount due to limited financing options and a credit score impacted by prior hardships. I have been working tirelessly to explore solutions, including attempting refinancing, yet each option so far has proven unsuccessful due to my financial *********** vehicle is essential for my daily responsibilities, and I am committed to meeting my obligations. I am humbly requesting any assistance or alternative options that BECU may offersuch as a structured payment plan or reduced settlementthat could help me regain my vehicle and continue my journey toward financial stability.I deeply value the integrity and dedication that BECU stands for, and I am reaching out in the hope that together we can find a solution. I would be immensely grateful for any consideration you might extend, and I am more than willing to provide any additional details that may assist in finding a resolution.BECU Repossessed the car on 11/5/2024 and only gave me until 11/15/2024 to come up with $35,665.35 to pay the full balance of the car. I was never notified about a repossession. BECU calls me around 8am to 11am but I work overnight so I dont get the opportunity to return their calls until Im awake which around 5-6 I recently found from their own member that theyre open until 7 but the loans department or leadership May close earlier than that. I explained and told BECU leadership about my prior hardship and they just threw it in my face and treated me like It didnt mean anything and just kept bringing up the fact that if I really cared I wouldve picked up their phone and work something out. The manager I spoke to didnt let me explain my situation and kept telling me that her choice is final and I need to pay the full balance. Im in a better situation to continue making paymentsBusiness Response
Date: 11/27/2024
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:11/04/2024
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.
On August 4, 2024, I secured a 75-day rate lock with BECU at *****% with a *****% credit, expiring on October 18. I informed the loan officer about a $10,000 builder credit.During the week of October 14, I realized about $1.4K of the builder credit might remain unused. I contacted the loan officer to discuss options to fully utilize it. He agreed to look into it but didn't provide updates.On October 17th evening, I received a statement from escrow indicating a charge of *****%. Surprised by this charge, I asked the loan officer for clarification. He explained that the discount points were applied to lower my interest rate, using the remaining builder credit. I hadn't agreed to this and requested the removal of the charge. He insisted it couldn't be removed and advised me to accept it. He never sent updated disclosures.Trusting his guidance and believing the original *****% credit would offset this charge, I reluctantly agreed. However, on October 18 during closing, when asked to sign updated disclosures, I discovered I was being charged *****% in discount points and the original *****% credit had been removed. This resulted in a total charge of 0.25% in points, reducing my interest rate to 5.5% without my informed consent.I immediately addressed this with the loan officer, expressing willingness to pay for a 15-day rate lock extension to retain the original terms without additional points, as the cost-benefit didn't align with my financial plans. He said an extension was no longer possible, even if I covered the cost, and my only options were to proceed with the new terms or restart the loan process. When I questioned the lack of communication about these changes, he responded that I should be appreciative that the closing was proceeding.I believe BECU's actions lacked proper communication and transparency. I was charged for services I did not request or agree to, and significant changes were made to my loan terms without my informed consent.Business Response
Date: 11/20/2024
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: 12/02/2024
Complaint: 22509114
I am rejecting this response because:The business failed to acknowledge directly that MLO did actions without my consent (although they seem to acknowledge it indirectly). If working without consent is normal, this will motivate MLO to do many other wrong things in future and could financially impact future customers. Why did you force me to buy a service what I don't want? I want a refund. Give me the original deal.
Also, BECU incorrectly mention that I was satisfied at the time of closing. They failed to acknowledge that MLO blackmailed me into signing by using threats and that I did inform *** regarding my displeasure that he worked without my consent and that I trusted him. I guess it is case of he said, she said and BECU is siding with MLO. If BECU contacts ****** company and asks what happened, they will learn that MLO lied to BECU.
Again, I want the original deal. Don't force me (and blackmail me) to buy what I don't want.
Sincerely,
****** ********Business Response
Date: 12/24/2024
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:10/19/2024
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 was pursuing a no cash-out mortgage refinance with BECU with an application initiated on July 10, 2024 and got assigned loan officer ***** ***, NMLS MLO# *******. My intent was to finance the closing costs into the loan. I got to the point in the application in which BECU requested a deposit for the appraisal, which I paid. I was told the appraisal deposit was $1,025, but I was charged $1,375, which I didn't notice the discrepancy until after my ability to dispute the charge on my credit card account had expired. I was told that the appraisal deposit would be applied as a credit to the closing costs, however, it was never disclosed to me that the appraisal deposit was non-refundable should I choose not to proceed with the loan.Additionally, only upon completing the appraisal was I told by my loan officer that I would be unable to finance the closing costs due to the loan-to-value ratio being limited to 75% and the resulting value of the appraisal. My loan officer verbally told me via phone call that he did not think to notify me of this criteria because of the initial value that I self-estimated my property based on a Redfin lookup.I ultimately chose not to proceed with the refinance because I was unable to finance the closing costs and I was unwilling to pay out of pocket. I was then told that the appraisal deposit was non-refundable.Based on this and the lack of transparency in the process, I would like to file a complaint against BECU and request a full refund of my appraisal deposit.Business Response
Date: 11/07/2024
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:10/18/2024
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 a credit card acct with the bank i bank with, BECU. I have had a very difficult time with them noting my acct with conversations as well as them honoring my privacy as a member. They took 148 dollars out of my acct with out my authorization. They are claiming that when i accepted the new credit card and number (the old card had expired and they sent me a new one) i agreed to them pulling money out of my bank acct when they felt that i was not going to pay my bill, despite my numerous attempts to set up a payment planand my confirming to them that as soon as i got paid i would pay it. They took money out of my acct. causing a ricochet of eventsi live check to check and often we are stretching very thin in between. This gross violation of my privacy caused me to miss my house payment and threatened to cause my water to be shut off. As a single mom i need to be able to rely on and trust my bank. At this time i will keep becu in my prayers and ask that their financial difficulties are relieved so that they are a) better able to serve their clients and b) so they can eat and feed their children. They must be much worse off financially than this single mom who just got out on permanent disability from an occupational disease i will never recover from. Because they felt they needed that 148 dollars much more than i apparently need to make my house payment or feed my own kids.Business Response
Date: 11/07/2024
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:10/14/2024
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 am requesting repayment of the total amount charged to my becu credit card account ending in 1127 under the label loan protection. At the time of establishing my credit card account with ********************** I did not receive adequate information regarding the loan protection fee that would be applied to my account in the event I am unable to pay any outstanding balances in a life qualified event. This is to acknowledge that I did not check the box to indicate I would like to have loan protection for the full balance of my credit card over the life of the account. I would like to dispute this charge as this has resulted in me being financially unable to pay off my outstanding debt due to the compounded finance charge with the loan protection amount. For future protection to consumers BECU should have its borrowers/clients sign for each additional choice/feature when they are establishing an account. My signature was placed at the end of the document and not for the particular selection for loan protection at the 3% rate. This document agreement was not reviewed with me for the entirety of the loan, and was not renewed on an annual basis.Business Response
Date: 11/06/2024
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: 11/11/2024
Complaint: 22420531
I am rejecting this response because:I have asked the agent assisting me with this request to cancel the loan service protection immediately and in-person. I was not given a document to cancel this request, but was told the cancellation would take place after the next cycle. I do not have confirmation nor have I recieved outreach from BECU that this action would take place. I believe the lack of clarity in your financial agreements and the ambiguity of whether or not I signed the portion of the contract (indicated with a check box only) goes against consumer protections. I believe this is a matter I will need to take up with ***. I should be able to cancel this loan protection agreement at any time within the term of my loan dated back to when it was first opened. The loan protection per the statemenrs appears not as a voluntary charge but as one subjected upon me by BECU. I would like to close all of my accounts and remove my *** at this time. I wholeheartedly believe BECU has not worked in my best interest to preserve my business or to show concern for me as a loyal customer or a person with financial hardship. These tactics are hawkish and go against consumer protections to inform clients of the services rendered to them and to be able to opt out at any time.
I do not recognize your partner entity as a viable solution to helping me maintain financial freedom especially after getting the runaround with trying to cancel my loan protection on my credit card accoumt.
Sincerely,
****** *******Business Response
Date: 11/27/2024
Please see attached for BECU's response this complaint. The response is being emailed directly to the complainant for their records.
Initial Complaint
Date:09/22/2024
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 am so angry with this company I got a car about 4 months ago and Ive hated being a member with them. Ive never in my entire time of financing cars have had so many issues to make a car payment. Every month I call and get run around: they are horrible at being knowledgable with their own company. They want you to jump thru crazy hoops where you have to set up bill pay or transfer money to savings then to the loan or pay them to take your car payment I just want to call the automated system and pay with banking account and routing number I finally came across the right number for this but now they have it closed to where I cant even get to that menu anymore they send you to a voicemail now Im late on the payment past ***** period after calling over 5 times to try and make a payment where I dont have to pay them to do there job of accepting a payment . I am beyond frustrated check my account and how many times Ive called and all those times getting different answers as soon as I find a other bank to refi I am gone this has been the worst banking experience Ive ever had 100%. Resolution would be to get the number back up to be accessed 24/7 to make a automated payment like before last month I made one late at night after a ton of calls trying to track down the one number you can call so you can use outside bank to make a payment with checking and routing and not having to talk to someone. Also a waived late fee since I was not able to get appropriate assistance you would think after 5 calls the other day they would just have offered to take my payment and waive the fee one time for the hassle. Each time Ive made a payment its taken over a hour to figure it out or get to the right phone number .Business Response
Date: 10/07/2024
Please see attached for BECU's response to the complaint. The response is being emailed directly to the complainant for their records.
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