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
- 140 total complaints in the last 3 years.
- 43 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:03/28/2024
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.
In June of 2022 I opened an account with ********************** while visiting my hometown. I went back home (roughly 4 hours away), realized I lost my card when my sister called saying she found it. I never ordered another and have not used the account since (my sister made one deposit for money she owed).Move forward to a week or so ago... (I've been getting monthly statements but just left it aside for savings or rainy day fun. I remembered I had something stashed in that account but was having trouble accessing it so I reached out to the bank who informed me, after many holds, my account was blocked for fraudulent activity. Um what??I was never notified, I did have my phone stolen about 6 months after this but during that 6 months I never heard anything. And have not received anything via mail either.I call again today to be met with the same frequent holds and to be told my account would remain blocked during the investigation with no time estimate and no contact info available for the fraud department. Im just blown away with the fact this was flagged almost two years ago there's been no contact and the emergency stash I had is inaccessible ( I fell behind on rent during COVID, woke up to a 5 day evict notice yesterday. So my money for a hotel or moving costs is locked up with no guarantee of when it will be released) it's already been almost 2 years, is it gonna be another 2?! $300 is nothing to a bank , way to crush the little guy.
Business Response
Date: 04/16/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Initial Complaint
Date:03/27/2024
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 March 25th, 2024 I was opening my BECU app on my phone as I normally do to regularly check my finances. Come to find out, my account was missing over $400 due to unauthorized transactions. This is due to a clause in my member agreement that I signed close to seven years ago when first opening my accounts. I have two personal loans through BECU that as of the 26th have been earmarked for a debt relief program that was taking the first payment ten hours after I noticed the money missing. Calling in to BECU *************** proved to be a waste of my time as they could unfortunately not provide me with accurate information as to why my account was drafted suddenly, after months of missed payments and no clear threshold to avoid this in the future, just that there was a "10-day grace ******* which to my understanding I was already about 45 days out from. This complaint and the negative resolution I received from the business and unwillingness to help me reverse my payment or work with me on a plan resulted in my severing most ties to being a customer with ********************** and banking with someone new. They had the nerve on the phone to ask if I still had the money for my debt relief payment after I explained how the funds in there were earmarked specifically for my rent, to which it took everything not to ask how they would like to help me out if I was not able to make that first payment. All calls into BECU customer service as well as chat history is saved on their end for training purposes; if that call is available I offer you to listen to it and determine if the level of help I received is appropriate.Business Response
Date: 04/13/2024
BECU's response to the complaint is attached.Initial Complaint
Date:03/22/2024
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 closed my checking and savings account with ********************** on March 1, 2024. I was told a check would be sent, and according to them, it was. It is now March 22, 2024 and I still have not received it. They have informed me that I have to now wait 90 days to get a new one issued as its a cashiers check and that is policy to wait. It is not my problem that the company decided to use a cashiers check instead of either a) sending a normal check or b) wiring the money the same day of closure. BECU is essentially holding my money for whatever reason and has bounced my new checking account where I currently live, as they reversed the check I wrote to myself several days BEFORE I closed my BECU account. I want to be reimbursed for the money owed plus fees for bouncing my new account.Customer Answer
Date: 03/23/2024
Check was received Friday March 23rd and as you can see it was mailed at a much later date than originally told. Ironically, this date is the first date I called to inquire where my money was, so I am assuming they forgot and sent it out that day. Deceitful practices.Initial Complaint
Date:03/19/2024
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.
On March 14th, 2024, I paid my mortgage from my BECU savings account. That payment was ultimately denied due to an error with BECU's system. On February 7th, 2024, I made a withdrawal from a BECU ATM for $2100. BECU failed to remove the funds from my account for over a month. The funds were removed on March 14th, 2024. I did not know of this. I paid my mortgage as usual. I thought the funds on February 7th were removed as soon as I took the cash from the **** just like every other time. I have not incurred not only $2100 worth of debt from BECU's error, but I now have missed a mortgage payment due to BECU's error. My mortgage is $3752. I have incurred a return charge of $15, with an additional $245 late fee. I am now unable to buy groceries due to BECU's accounting error. At the end of every week, I review the funds in my account and budget accordingly. BECU never notified me of their error. I rely on the information that is online to be accurate and to be the most up-to-date information about my financial situation. I have been a long-time member of BECU and have never had an issue before. I called BECU on March 19th, 2024, and was told there was nothing they could do. I am filing a complaint through the Better Business Bureau in hopes of a resolution.Business Response
Date: 04/16/2024
Please see attached for BECU's response to this complaint. The response is being sent directly to the complainant for their records.Initial Complaint
Date:03/05/2024
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.
On February 27, 2024, BECU electronically processed a $1200.00 "bill pay" payment which was to go to WSECU (**************** Employees Credit Union). As of today, March 5th, that payment has not shown up at WSECU - per many calls there and even talking with a manager there, ****. BECU's customer service has been far from satisfactory regarding this matter. The reps I have spoken to on the phone claim to not be able to do anything and have directed me to an online form "payment inquiry" on the "bill pay" page. I have received NO useful information. I have not been contacted by BECU. Their system is nothing short of custoimer-DISservice.Customer Answer
Date: 03/05/2024
I was lucky enough today to reach customer representative *****, who listened and worked diligently for over an hour to get to a resolution of the current problem and get my money credited back to my account. We still - to my knowledge - do not know why my **** card number was rejected as "no associated account" given it IS a valid card number and this has been checked multiple times.
I would like BECU to get to the root of this situation and/or find a workaround so I can continue to use the BECU "bill pay" service to send payments to my **** at WSECU.
Thank you.
Business Response
Date: 03/28/2024
Attached is BECU's complaint response. The response is being sent to the complainant via email for their recordsCustomer Answer
Date: 03/28/2024
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:02/26/2024
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 have been trying to close ALL of my accounts with BECU but they refuse to close them. I have filled out all of the proper paperwork, mailed my paperwork to the address they provide, yet they still will not close my account. Now I am getting fined on my accounts for keeping zero balances. I have called them several times and they are telling me that I need to fill out the paperwork again and mail it to them because I do not have a zero balance on my accounts. Please help me get my accounts closed with BECU, I no longer want to do business with them. Thank you.Customer Answer
Date: 03/11/2024
Good Morning, I believe BECU finally closed my accounts. I got a call from BECU right after submitting my complaint to BBB. They said they would remove the charges to my account because my account balance was too low. I asked them to please confirm that they were closing my accounts but the person I spoke with said they could not confirm that. I asked them to please confirm and call me back. BECU said they would call me back within 48 hours. I never received a call back. Out of the blue, I received a check for 3 cents but no letter stating my accounts are closed. When I tried to log in and view my accounts, my login seems to be deleted. Thank you.Business Response
Date: 03/11/2024
Please see attached for BECU's response to this complaint. This response is being sent to the complainant for their records.Customer Answer
Date: 03/12/2024
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:02/26/2024
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.
Commencing on or about March 20th 2023, I fell victim to a multi-layered scam operation orchestrated by CoinTiger (the Company), all of which aim at contributing to the goal of robbing and defrauding innocent people.Money was transferred from my account via bank wire in the total amount of ********** USDBusiness Response
Date: 03/20/2024
Please see attached for BECU's response to this complaint. The response is being sent to the complainant via email for their records.Initial Complaint
Date:02/05/2024
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.
BECU is trying to charge me a CPI on my vehicle when I have had no lapse in insurance and I have already made two attempts now to have this corrected and Ive already provided the insurance policy of the insurance ive had on file the entire time and they have continually either dropped my calls, ignored me or just opted to not update information and continue to try to charge me $1300/month for this vehicle.Business Response
Date: 02/22/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:01/30/2024
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 set up an ACH schedule to bring money into the account each month. ********************** deleted the schedule without notification. This resulted in bills not being paid and late charges. Support made no effort to explain why they removed the schedule or to reverse the fees.Business Response
Date: 02/28/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:01/29/2024
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 inherited an **** I went into the ****** office in mid October to cash in the **** I brought everything BECU told me to bring, when I called BECU. I filled out now paperwork in the ****** office and I was told that the paperwork would be reviewed. I waited for a respond for 6 weeks. During those 6 weeks, I called and was told "wait a little longer." When I got a response 6 weeks later, I rushed down to BECU the next day with the additional paperwork. I I I I was guaranteed by the customer service representative the this was all of the paperwork that was needed and I would get my check. The ***************** called the specialty department and the confirmed that this was all of the paperwork that was needed to get my check. The customer service representative at the ****** office had an "I don't care" attitude. I did not trust this guy, so I call BECU after I left the office and employee over the phone called the specialty department and they confirmed that I had all of the paperwork and I would get a check by the end of the year. So I wait for the check. At the end of the year, I receive more paperwork and no check. I filled out the paperwork and took the paperwork into Marysville. I filed a complaint and was told a supervisor would get back to me because the supervisor were good about getting back. Several weeks later, guess what, no phone call. I had to call several weeks later to be "too bad, so sad." I needed this check by the end of the year. BECU dragged their feet on this and refuse to be held accountable. They have made a difficult time in my life even more difficult. I would not recommend BECU to anyone.Business Response
Date: 02/08/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Customer Answer
Date: 02/20/2024
The complaint was resolved in a satisfactory manner.
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