ComplaintsforB E C U

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an auto loan with BECU and was in a total loss accident to which my insurance paid out for my car and the gap insurance I had on the vehicle paid the remainder. After the total loss when I no longer had my vehicle, BECU was still charging my monthly auto payments without my knowledge in the amount of $986. They then sold my personal information to a 3rd party collections as a charge off and put it on my credit all without my knowledge. Violating 15 USC 1681 and 15 USC 1692. This is inaccurate and not my debt and I need it removed off my credit report.

  

  Business response

  06/27/2024

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BECU complaint 6/4/24 My account was freeze due to security think $18000 is too high on my account, I called earlier on the day to make sure is ok to deposit the check, the lady said it will be fine but security freeze my acct $18000 is to suspicious to security. I was trying to pay off my debt with BECU now literally I am being s**** from paying my debts, if I default my debt is not a concern to BECU, ruining my credit score is not a concern to BECU, the BECU supervisor ***** ******************** said that she can not do anything about, honestly I believe is poor customer service, personally I have a lot to say, the worst I have no choice or any option about it.I will put a complaint with the ** attorney general.******************* ************ Note: recently I declined to proceed forward with a HELOC from BECU Because BECU want to be a lost payee (they obviously have concerns about me not paying)on my mortgage so I decided not to get their HELOC Now that trying to pay my debt , the freeze my acct now I can do anything just wait, there is a risk of default my payment debt but BECU doesn't care about it.I am consolidating my debt using a HELOC from figure.

  Customer response

  06/10/2024

  BECU freeze my acct 6/4/24 and now got an email on 6/6/24 about my transfer ability have been suspended but my acct is freeze??? I called BECU and they stated my acct still in hold until the 21ST of may, 2024, I ask how I pay my debt Card/Loan to BECU, but my payment is before the date, he stated that they will take care of that, I said I hope so. I just like to communicate whats is happening to me with BECU. 

  

  Business response

  06/27/2024

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

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3rd I was in a car accident and my vehicle was totaled. I had been going through insurance to get my car totaled to be paid out. On April 30th all paperwork was submitted to the insurance company and my lien holder BECU. I have been calling BECU every day to get the copy of the title sent over to my insurance company and the insurance company has been calling every day as well. I am currently paying out of pocket for my rental car as the insurance company only covered 30 days and I am also still paying on the loan for the vehicle that is a total loss. They are continuing to not send over the paperwork and when I call they say it will be 5-7 business days to process and there is no way of escalating this to anyone. They say this specific department with the title does not have any contact other than internal email. I want this resolved and I need to be refunded for the car rental that I have been paying for due to the lack of BECU finishing and resolving their portion of this. The insurance company has the money for payment and they have been ready to pay since the first week of May. This has gone on far to long and this is my reason for reporting, needing help resolving and refunded.

  

  Business response

  06/20/2024

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

  Customer response

  06/25/2024

   
  Complaint: 21800118
  
  I am rejecting this response because they did not resolve the issue. The poor customer service and delayed timing continued to cost me money. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted BECU to use my online account. When I attempted to login, the system said to call 800 number. I waited on hold 45 minutes and was transferred 3 times. Finally, I was told BECU closed my account without notifying me. To have an account I would have to be transferred again and wait on hold an indefinite period of time. I am not allowed to use my account or open an account at **********************.

  

  Business response

  06/20/2024

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

  Customer response

  06/24/2024

   
  Complaint: 21797215
  
  I am rejecting this response because:  BECU's response is that "your membership application could not be completed, and we recommended that you contact us."
  
  I contacted you several times and spent an hour on the phone.  Now you want me to start over.

  Sincerely,
  
  *********************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are two charges in error on my BECU **** card on 5/21/24. I filed a dispute on the original 4/12 charges. I was never issued a conditional credit. These adjustments appear to have the negative sign but are adding to my balance. You can see the $8736.78 balance and the four transaction. If you add the two 5/21 adjustments it then increases my balance to the amount showing. I called BECU on 5-23. There ********* confirmed those adjustments were errors but transferred me to member services for the refund. That **** said **** had to do the refund. I just kept getting passed back and forth. They put in a ticket and said someone would call me the next day. I havent been contacted. I want those charges off my card and the balance corrected.

  

  Business response

  07/01/2024

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

  Customer response

  07/02/2024

   
  Complaint: 21761132
  
  I am rejecting this response because: the statement enclosed aligns with my complaint and submitted documentation. The balance shown there aligns with my screenshot which shows the credits increasing my balance from the statement balance to over $10k. They have now reversed that transaction as another debit, so it effectively appears Im being charged three times (original, credit that adds to my balance, and reversal debit).
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While settling a fraud claim BECU over charge-backed a fraudulent credit ********************************************************************************** the first place. There is no record of the 31 transactions and my account has had these funds removed. ******* the customer service agent suggested the *********************** were applied on 4/21. There is record of one fraudulent charge that day and one on 4/19. Not 31, two, two days apart. The other two chargebacks have no record of credits in my transaction history, the money was removed from my account and I did not receive fraudulent credit in those totals. I initiated a claim with five fraudulent transactions all ******* transactions:2 credits @ $5.72 1 credit @ $13.03 1 credit @ $230.83 1 charge @ $583.28 Original adjustments refunded my charge and credit 4/10 $583.28 (was refunded to me)4/12 $230.83 (fraudulent credit was charged back After those adjustments I had $24.47 in fraudulent credits remaining (2@ $5.72 & $13.03)On 5/19 BECU charged back $200.63 (took from me) the $5.72 total 31 times. There were only 2 $5.72 fraudulent credits.They also charged back two credits I have no record of in my transactions:$15.39 $7.92 I did not receive fraudulent money in these totals but this money was taken from my account in arbitrary sums.$200.63 in BECU bank error $24.47. Remaining in fraudulent credit on my account $176.16 due to me in undocumented chargebacks.

  

  Business response

  06/24/2024

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

  Customer response

  06/24/2024

   
  Complaint: 21758210
  
  BECU allowed the same fraudulent activity on my account for weeks and  misrepresented the extent of the fraud. I used their secure app which they explained was neither accurate or their fault as they used a third party company to run their app.
  There should not be separate sets of accounting when dealing with your personal finances. 
  BECU left my account open to repeated fraud and lied/hid the extent of it.

  
  ****************************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I can't open a bank account because there facial recognition software has an issue with my fave tattoos. I'm tired of being discriminated against cause I have facial tattoos. Nobody helps. Nobody cares. It literally only prevents people like me from opening accounts.

  

  Business response

  06/24/2024

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2024, I enrolled into a *************** Program (***) with ****************************** (MMI) to consolidate my credit card debt with my creditors including, BECU. To date, MMI has sent three payments (one each month, with *** being mailed as the fourth payment) in the amount of $346.19. In March 2024, I received a letter from MMI, notifying me that BECU had not yet accepted the debt management plan proposal that was sent over. I contacted BECU in early April, where it was discovered that BECU had not accepted the proposal due to not having my signature on the proposal. On April 11, MMI faxed over my signature to BECU at the fax number BECU provided me *************). On April 29th, BECU withdrew $262 from my checking account directly to apply towards my Credit Card balance. BECU claimed that had they received payment on the 28th, they wouldnt have withdrawn these funds. I have called repeatedly, being told that the withdrawal was legitimate despite the fact that BECU *had* my signature page since April 11th and STILL has not accepted the terms of the *** proposal; even the member today stated that they did not know why BECU has not accepted the proposal. In addition, MMI contacted BECU on *** 8th to figure out why BECU has not accepted the proposal and why BECU still claims they do not have my signature, but BECU has not returned their call, despite claiming it would be escalated. I believe BECU illegitimately withdrew funds from my Checking account. If ********************** truly has had my updated signature since April 11th, there is no excuse for them not uploading it until weeks later, nor approving my ***, and arbitrarily withdrawing funds from my checking account directly simply because they did not upload my documentation in a timely manner. I believe BECU withdrew these funds under a false claim of legitimacy and that I am owed back my $262 they withdrew from me, while they continue to collect money from my *** without approving the proposal.

  

  Business response

  06/06/2024

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

  Customer response

  06/07/2024

   
  Complaint: 21707072
  
  I am rejecting this response because:

  I would like to respond to what I believe is a deceptive mischaracterization of events and practices
  by BECU Compliance.

  
  On April 5th, I initially contacted BECU after receiving a letter from my *************** Plan,
  Money ************************* explaining that BECU had yet to accept the terms of my DMP
  proposal. On my first call, I was given the runaround for a half hour (according to my call log) and it
  was not clearly explained why my proposal had not been approved, but only that they had received
  the proposal. On April 11th, I contacted MMI, inquiring about the status of whether BECU had
  accepted the terms, and was told that they had not. I contacted BECU again on April 11th and was
  told that the signature page was missing from the proposal and that I needed to provide that page
  and so I inquired for a fax number, to which I was provided with the Fax #************. I
  immediately called MMI back on April 11th (again, I have a call log as evidence) and provided them
  with the Fax number and told them I was informed that only the signature page needed to be faxed
  which, they said they did.

  
  On April 29th, when funds were withdrawn from my account and I contacted BECU, I was told that a
  manager had reviewed and determined that BECU was in its right to withdraw these funds from my
  account because they had not approved my DMP to which I again inquired why my proposal had
  *yet* to be approved and was again told the only reason was that my signature page was missing.
  That same day, I called MMI and confirmed the fax number that they sent the signature page to. I
  should also note, I have told BECU that my DMP mails payments and thus there is a longer
  processing time from when that payment is sent, received, and applied towards my debt. BECU
  continues to assign a late fee as a result, which I have simply accepted at this point.

  
  On May 8th, I followed up again with MMI to confirm yet again that the signature page had indeed
  been sent to BECU and confirm whether BECU had accepted the terms of the proposal and asked if
  they could send me proof that the fax was sent over. MMI stated that they didnt have anything that
  they could send me, but confirmed on their internal system that a fax (with signature) was sent to
  BECU on April 11th. They continue to say that they do not know why BECU claimed at the time of
  taking funds from my account that there was no signature, nor did they know why BECU had yet to
  confirm the **** MMI then contacted BECU and was told the matter would be expedited and that
  they would hear back within ***** hours.

  
  When I called MMI back on May 13th, they stated that no one from BECU ever called them, so I
  called BECU (again) on May 13th where I was once again passed around for roughly 40 minutes
  and told once again by a representative that management had reviewed my case and was refusing a
  refund. The representative also told me that they did not know exactly *why* BECU had yet to
  confirm my ****

  
  What is interesting to me in BECUs response is that they never answer my main point of contention:
  MMI faxed the signature page to BECU on April 11th and confirmed that with me that they saw on
  their internal side that the fax was sent at that time to the appropriate number they have no motive
  or rationale to lie to me about that. What BECU has continued to fail to confirm or answer is whether
  in fact they did actually have my signature page since April 11th and thus sat on it for over a month,
  taking money from my checking account under the deceptive notion of theoretically not having an
  approved DMP on file.

  
  Again, BECU claims they finally approved my DMP on May 16th that is well over a month after my
  signature page was faxed over and, it isnt lost on me that it was only approved mere days after
  my most recent call with them. It does not take over a month to review a DMP proposal, as I had
  previously been enrolled in a DMP years ago with BECU as well and my proposal was approved
  almost instantaneously. The facts are, BECU has had my DMP since February and was only missing
  my signature page, which I was unaware of until April, and which BECU has had faxed to them since
  April 11th. It would not take over a month to review a signature page, given that BECU has had the
  rest of the proposal for months.

  
  I would also like to address the comment about attempting to call me to discuss this matter. I looked
  at my call log and indeed found one call that I googled and confirmed was from a BECU number as I
  was writing this response; it also didnt populate as BECU on my caller ID. They called me once, on
  February 27th, left no subsequent message on my voicemail, did not attempt to call me back, and
  sent me no email correspondence explaining the situation.

  Effectively, BECU is claiming they did their due diligence leaving one call with no context and expecting that to be enough customer
  service. I am genuinely flabbergasted that BECU would think that is in any way good customer
  service or looking out for the consumer in this situation? Mind you, this call was also at 1:47 PM; like
  many, I work an 8-5 job and do not step away immediately to answer calls from numbers that are not
  already registered on my caller ID. In addition, I receive many spam calls (happy to share evidence
  of a screen shot from that same day, showing how many robo calls and spam calls I receive from
  206 and 360 area codes).

  
  In summation, I vehemently disagree with BECUs characterization of events and, in my belief, being
  deceptive about when they received my signature page from MMI. Because, again, had they in fact
  received my signature page on April 11th as my DMP attests, then BECU would have had no basis
  for not approving my DMP and would have thus not had the grounds to withdraw funds from my
  account in the first place. BECU continues to dance around that very critical piece of contention,
  which is very simply this:

   

  -I had to contact BECU and was informed by BECUs representatives that the SOLE reason my
  DMP proposal had yet to be approved was because it was lacking my signature;

  -On April 11th, my DMP, ****************************** (MMI), initially faxed over the signature
  page and it was confirmed multiple times that they sent it to the correct fax number provided to me
  directly by BECUs representatives and that they had confirmation on their internal side that the fax
  was indeed transmitted to BECU on April 11th.

  -BECU continues to ***** accountability by refusing to admit that theyve sat on my signature page
  since April 11th, did not upload it, and then withdrew funds from my checking account (wrongfully)
  when, in fact, it is BECUs own failure to upload my signature and approve my DMP in a timely
  manner that resulted in them trying to turn around and claim they were within their rightful terms to
  withdraw those funds. If they misplaced or lost my signature page when it was transmitted on April
  11th, that is BECUs job to take accountability, not mine.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/13/2024

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing on behalf of myself. To give context, I was looking to rent an apartment in **********, ** for 1.5 months. On January 24th, I came upon a ********** announcement which offered a suitable housing option for me. I emailed the poster by using the ********** reply function and after receiving a response from an individual claiming to be named "***************************". We then had multiple back and forth emails in which I learned he was subleasing his unit from his landlord called ***************************. I received a copy of the presumed lease between ******** and ******* which had *******'s phone number on it. I also received a video of the apartment which was seemed fine to me. I called ******* at ************ and reached what sounded to me like an old woman who confirmed that she is indeed giving permission to her tenant *************************** to sublet. On January 26th, I made two Zelle transfers from my BECU account to the phone number ************ which supposedly belong to ***************************, the first was in the amount of $1000 for the refundable deposit, and the second was $1995 for the rent. In the same email where the Zelle payment information was provided the following wire transfer information was provided as well: Landlord Name: *************************** Landlord Address: ****************************************** Bank **************** Account Name: *************************** Account Number: ********* Routing Number: ********* Address: ************************************************************** Zelle payment option *****: *************************** ************. After the wire transfers were made, I was not given access to the unit. I have conserved all the emails, my sub-lease, the lease between ******** and *******. I contacted the bank to flag this Zelle transfer, and the bank has said there is nothing they can do, despite their responsibility under the Electronic Funds Transfer Act, Regulation E.

  

  Business response

  05/14/2024

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

  Customer response

  05/15/2024

   
  Complaint: 21632538
  
  I am rejecting this response because:

  - You've failed to recognize this as fraud making use of imposter methods and thus falling under ******* policies for protection.

  - You've failed to compel the recipient bank to cancel a clearly fraudulent transfer, or even freeze the funds pending an investigation by the federal authorities.
  

  - You've failed to take any action against the recipient account despite all details of this person and the recipient account being available, enabling this scam to continue as we speak. 
  - Your lack of responsibility and help is despicable.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a victim of identity theft and fraudulent activity and my BECU debit card was stolen and compromised and fraudulent transactions took place. I have tried to resolve this with BECU and filed a documented police report and notarized identity theft affidavit. I am requesting BECU refund me for the charges that were a result of fraudulent activity which also caused BECU to close my account for being overdrawn and placed a negative report on the consumer credit bureau reports.

  

  Business response

  05/15/2024

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

*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. ↩