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.
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:01/25/2024
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.
So on January the 8th my account was placed on a hold I had to go through an extensive checks verification checks and all of these things the account was not released off of the hold until roughly about January the 23rd okay so on this day all my funds were almost proceeded to trying to cash all the checks and I had and so I did so the checks were deposited they were verified and they were then released to my account and the available funds once released to the available funds I didn't try to attempt to use my funds to pay my bills because I'm behind on all my bills and rent due to the fact that they had my account on hold through the whole beginning of the month up till the 23rd once I tried to do such thing my account once again was placed on another hold again where now they want me to go through the same process all over again and so I'm not able to pay my bills at all for this month or my rent facing possibly eviction lights being turned off with water being turned off due to the fact of the bank keeps holding on to all of my funds and putting my account on this hold while trying to use my account to access my funds they kept putting my card on block then I'll call to unblock it they'll unblock it then when I get off the phone they'll block it back and they did this repeatedly for at least five to six times I had to call back and forth to the bank every time they told me to take off a hole and every time now they put my account on a hold again freeze again my car don't hold again and my friends so now I'm not able to access once again any of my funds to pay any of my bills or take care of my five children and I was single mother as it is struggling I think this is ridiculous absurd and outrageous if I already went through this process then why would you do it again why do you keep taking my funds and putting in my hoes and make it impossible for me to pay my rent or my bills why did you take the account off of the hold if you just going to turn around and do it again once I have money deposit into my account again every time I deposit money they take my money and they put my account on hold where I can access my funds my car note due soon I won't have a car either please can someone help ?? I don't know what else to do
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.Initial Complaint
Date:01/17/2024
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 applied to lock in my HELOC rate back in August to have a fixed rate of principal payment and interest. Every month my payment has only gone to the interests at BECU. This was not supposed to be the case when I locked in my rate. I have called the bank multiple times and spoken to multiple different people only to get a different answer each time. My monthly payment is $770.00 this is not a small amount for any of it to be going to the principal. This was not in the contract that I would be paying months of interest only when I locked in my rate. Please helpBusiness Response
Date: 02/16/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:12/12/2023
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.
Clerk issued a debit card no as requested to an existing account (address verified) but to an account of my mothers that I have access to. Resulting in my mother paying bills off my one time check deposited via the issued card that was not supposed to be accessible to her. Messed up both accounts . 5 days prior to strip out of the country resulting in no accessible fundsBusiness Response
Date: 01/08/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:12/11/2023
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 keeps charging me fees and won't release my car title.i have paid off entire loan alone . I sent certified mail with check for fees I didn't occur and charging late fees ontop of it. So unhappy with service.i will never use becu again. Sincerly, *************************Business Response
Date: 01/04/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:12/11/2023
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.
This account should have been paid in full. It has negatively affected my credit report. I was not responsible for the remaining balance that is showing on my credit report. I want this debt deleted and removed from my credit report.Business Response
Date: 01/09/2024
Please see attached for BECU's response to this complaint and the response is being sent directly to the complainant for their records.Initial Complaint
Date:12/05/2023
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 November 9th, I tried to purchase *********************** tickets with my BECU card. Their system flagged fraud despite me providing the codes they gave me to make the purchase, I was unable to and could not purchase and they blocked my card for suspicious activity. I sent an email to the *** as I was rather upset (and this was the third time they blocked purchases for no reason in 2 months) and received a call from someone in their contact center who has since not been able to provide me any background or explanation but I have been told that a VP-level team is working on it. I just had it happen again on 12/1 when I tried to purchase different tickets and I followed the BECU text prompts and still my card was turned off for fraud when I authorized it. I spent all weekend unable to purchase groceries due to their error as card services could not unblock my card and bank was closed. I have yet to receive any resolution to any of the requests that I have made and now the contact center POC that I was assigned will not respond to me. There is no resolution for the loss of *********************** floor tickets but no one will tell me what went wrong, why they continue to block my account and why when I verify that I am the one making the purchases they won't allow it. BECU keeps randomly selecting to hold my money hostage.Business Response
Date: 01/04/2024
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Initial Complaint
Date:11/24/2023
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 tried to deposit $380 dollars into my becu checking. The atm sent back out only $240 and did not deposit the other $140 into my account. I have opened a dispute with becu but the processing time is ridiculous. This seriously can't be their best option for their ATMs not working, putting it on their customers to be out of their own money. Why use this bank if this is expected of their customers?Please give me back my $140 that your ATM took from me.Business Response
Date: 12/12/2023
Please see the attached for BECU's response to this complaint and the response is being sent directly to the complainant for their records.Initial Complaint
Date:11/21/2023
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 purchased a vehicle with a BECU loan on 4/12/23. My vehicle insurance covers me from date of purchase for 30 days. I added my vehicle to my insurance on 5/24/23. Therefore my insurance was not on my vehicle for 12 days. BECU added $780 to my loan stating I didnt have coverage for ********************************************************** insurance provider. I spoke with BECU (x3) I spoke with Allied (x2) each time after reviewing my verification of insurance they tell me $780 will be credited back to my loan within 10 business days. They also stated that they dont place CPI on a loan if is less than a month of no insurance. I requested a letter of confirmation (on my second 1 hr phone call with Allied) they stated they cant email that to me, but that BECU will send me the letter - 3 months later the credit is still nowhere to be found. On my last round of phone calls asking where the credit is - Suddenly Allied (the insurance provider) is not acknowledging my verification of insurance. They are stating I didnt have coverage for 42 days - WHEN I DID HAVE COVERAGE. Even though 1.) I clearly had insurance 2.) two previous phone calls they verified and confirmed the refund. At this point BECU is deflecting the charge (though they placed the charge on my loan) to Allied, and Allied wont issue the refund. Ive been with BECU over 20 years and this is literally criminal. In closing - there hasnt been any insurance losses claims or accidents - this is purely greed and Allied doesnt want to address it, BECU is allowing this to take place to their members.Business Response
Date: 01/03/2024
Please see attached for BECU's response to this complaint and the response is being sent directly to the complainant for their records.Initial Complaint
Date:11/15/2023
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 11/10 my car was repossessed from ****************************************************************. I learned of the repo when I called the city, as I thought it was either stolen or towed for a parking violation. This was 11/11. I had made a payment on 11/9, but it wasn't applied to my acc. I was still past due, and I am not disputing the repo. My issues are as follows:1. As of this writing, I have not received the **** but I have been told the car will be sold on 11/20 if I don't pay the full balance. I asked if I could reinstate the loan. I was told no. My understanding is that CA law protects your right to reinstate the loan even after repossession, until the property is sold or otherwise disposed of. I tried to explain this to the ******** in **************** but all she would say is that redemption is required and that is final. I believe I have the right to reinstate the loan and get the car back.2. ******** also advised that I would be responsible for any deficiency owed after the car is sold. I let her know that I owe 18k on the loan, and the car is worth 25k and asked how I would get the surplus back if the car sells for market value. She couldn't understand the question and just told me I wouldn't get any money back. The car has ***** miles, but I replaced the ****** **** miles ago. It has a warranty for the next 4 1/2 years, and I asked that this be considered when/if it is sold. ******** said that is out of her control.3. I was told be the manager who called me on 11/13 that the 330 payment I made could be withdrawn at any BECU location. ******** told me I cannot access those funds. I asked to speak with the manager, and ******** got agitated and indicated there was no need to speak to the manager.This is happening too fast. I'm being misinformed and kicked around to different departments. I was able to get the auction date moved to 12/5 by **** in Col Mngmt. I'm asking that BECU follow CA law and ***** me my right to reinstate the loan.Business Response
Date: 12/06/2023
Please see attached for BECU's response and the response is being sent directly to the complainant for their records.Customer Answer
Date: 12/13/2023
Hi,
Sorry I missed BECU's response on the 7th. I received the follow up email today, and I just read their response. It appears their response is that the contract I signed supersedes CA law. I suppose I'll have to accept that, as I don't know that if that is accurate or not. Because they refused to reinstate the loan, bankruptcy was my only option to get the car back.
I do take issue with one inaccuracy in their response - I had made a payment towards the loan on Nov 9th. It never posted to the loan account because ********************** has antiquated systems that don't enable a payment from another bank to post directly to the loan account. Instead I had to send the money via zelle from my primary account to the account ********************** had set up. Once the payment arrived in my account at **********************, I went online to transfer the payment from my account to the loan as a payment. This didn't work, as my past due loan amount had been deducted from my savings account "available" balance. The money is still there as "current balance", but not available. (see screen shot). This is a known issue at BECU, and the only work around is to call and have a person fix it for me. I realize I won't get this money back, but my hope is that someone at BECU sees this and fixes the problem, as I'm sure I'm not the only member who struggles with the unnecessarily difficult process of making a loan payment.
At this point, none of this matters. I have the car and a bankruptcy on my record. I truly wish this could have been handle in a more humane manner. The LM people at BECU would benefit from remembering that customers who run into financial problems are human. Actually I'm sure they know that. They likely just valued a lump sum payment for the sale of the collateral tied to a very low interest (and therefore unprofitable) loan more than a relationship with a member who had been with them for over 10 years.
Initial Complaint
Date:11/15/2023
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 received a letter through the postal mail advertising your bank/branch in ********, **. I am not a member and I am not interested. There is nothing in the letter about opting out, so I went to your website and checked the privacy policy. I could not find an email address so I called. The lady I spoke to was not helpful and couldn't understand why I would receive mail if I'm not a member. She put me on hold and after several minutes of not returning, I hung up. I am not interested in your bank and I do not want you to send me mail or any type of communication.Business Response
Date: 11/30/2023
Please see the attached for BECU's response to complaint filed by *****************. The response is being sent directly to the complainant for their records.Customer Answer
Date: 12/04/2023
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,
*****************
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