BOEING EMPLOYEES CREDIT UNION

2019-11-23

Federal Way, WA

Opening an account

Checking or savings account: Savings account

Confusing or missing disclosures
Company Response: Closed with non-monetary relief

Timely Response

2019-11-20

Federal Way, WA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: In progress

Timely Response

2019-11-14

Green Bluff, WA

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2019-10-24

Written notification about debt

Debt collection: I do not know

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-10-09

Keyport, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I applied for a home equity loan with my credit union XXXX Employees credit union and got a letter of approval for {$33000.00}. I waited 33 days for the loan to be assigned to a processor and today they called me stating my income ratio is not enough to cover the loan and they counter offer me only {$10000.00}. I talked to the supervisor and he said that XXXX car loans under my name are my responsibility. I explained that I'm not doing the payments for the loans and I'm just the cosigner and if they need proof of that I can give them whatever they need. I also told him that why are only taking XXXX of my other income in consideration and not the full amount? And he was saying that they look for income on the next 3 years. It was a whole bunch of running around and he couldn't explained to me where in their written policy says that?! I thing I was discriminated base on my gender and marital status. Please do something about this cause if it was for married couples the approval is faster. Also my credit score is not bad at all.
Company Response: Closed with explanation

Timely Response

2019-10-07

Everett, WA

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-09-17

Raynham, MA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-08-26

Kent, WA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-08-22

Seattle, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The Mortgage is owned by BECU- Boeing Employee Credit Union . The loan processor is XXXX. For the past two years, I've had a nightmare every annual when it comes to insurance and escrow. I purchase my own insurance. My insurance company send in the policy and I also uploaded to their web portal XXXX, but it seems to fall through deaf ears and I am being bullied. Escrow : Account 1 : XXXX Account 2 : XXXX ( condo ) The mortgage processor raise my monthly payment without proper notice or allowing me a chance to pay the difference. They citing tax payment goes up. I have been asking for an opportunity to pay, but they bullied me and told me legal no, XXXX. While on XXXX, I have to go on a website and able to pay the difference, to keep my payment the same. Insurance : The insurance department for this loan processor isn't reachable by phone. They told me, customer service, that I can't communicate directly with the insurance department, whereas, the insurance department sent mail to the wrong mailing address, resulting in they buying insurance for my condo, which I already have. I've been trying to submit and resubmit multiple times, but no confirmation of whether if they received. I'm beyond frustrated. It causes my monthly payment to go up. Appraisal to get rid of PMI : The processing company charges {$800.00} for an appraisal that is higher than what market price is, typically $ 300-700. The third party company they hired to hire a local contractor, canceled multiple time, and came out to do an a appraisal, and unable to send in the report. When asked for the appraiser license number and information, the company fail to produce and shared they aren't obligated. I have no way of verifying the stranger that I am opening my doors to let in. I even reached out to the BECU customer services about my grievance. As an XXXX XXXX XXXX veterans. My health has been definitely impacted by the level of stress from this company. I am have begged the bank for a mediator and they called once left a message, and I was unable to reach them. The bank simply shared they do not have any regulatory body over the processing company. Please help. It have taken me 3 months to be able to pull the focus and energy together to file this complaint.
Company Response: Closed with explanation

Timely Response

2019-08-16

Federal Way, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: My mother has a property that she wanted to transfer to me ( her daughter). The house is mortgaged through BECU. BECU referred us to contact "Assumption Department" for this process or loan transfer. The process started in XX/XX/XXXX and we were told it would take 60-90 days. We paid the required fee of XXXX. In XX/XX/XXXX, a year later after the process started we were told the loan is denied because I do not have sufficient income. The bank is in the position to accept and deny whomever they choose based on the "bogus" calculation of debt to income ratio that they have refused to disclose in writing. If there is nothing to hide, there is no reason why they wouldn't want to disclose this information to us. My hourly rate is over $XXXX/hr and I can work flexible hours. I am not self-employed and does not work for multiple companies; therefore studying my income should not have taken a year. Therefore, their rationale does not make any sense. Moreover, I have even received a name of a title company giving me the impression that they are more likely will accept my application. What is even more frustrating is that a process that should have taken 60-90 days turned into longer than six month period. I have mailed materials that they have requested to them at least three times; I have emailed their team over a dozen time and even went to BECU to get updated on this loan. If you call their department, your chance of speaking to someone is slim to none. This is supposed to be a bank that is FOR the community. I expect this kind of behavior from a private sector not from a "credit union" Lastly, I am not new to home loan applications. I have been through a home loan application process more than once with different banks. By far this has been the worst experience. I don't expect anything from this bank. I just want others to be aware of how they process information and to stay AWAY from BECU LOAN or "Assumption Department" Because (a) the 60-90 day is misleading (b) they will ask you for million pages of documents just to deny your application a year later. Keep your peace and do your business somewhere else.
Company Response: Closed with explanation

Timely Response

2019-08-15

San Diego, CA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-08-13

Seattle, WA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: Someone stole my information and has been using it to trying to get car loan ect.
Company Response: Closed with explanation

Timely Response

2019-08-01

Spokane, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-07-26

Brier, WA

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Company Response: Closed with explanation

Timely Response

2019-07-24

Federal Way, WA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: OnXX/XX/2019 XXXX notified us that they were reversing the following charge on our BECU Visa credit card : XX/XX/2019 XXXX XXXX XXXX XXXX XXXX WA {$460.00} ; WE HAVE NOT RECEIVED THE ASSOCIATED CREDIT TO OUR BECU VISA ACCOUNT as of the date of writing. We have contacted BECU customer support regarding this missing credit on several occasions. BECU has been unable or unwilling to correct the issue. We have contacted customer support at XXXX and their payment processor XXXX regarding this issue on multiple occasions. XXXX and XXXX confirm that the credit has been provided to our BECU Visa account. XXXX and XXXX have given reasonable evidence that they have implemented the credit in the form of the following details for the credit : Date of Credit : XX/XX/2019 ; Amount of Credit : {$460.00} ; Visa Card Account Number ( last 4 digits ) : XXXX ; ARN of Credit : XXXX ; It appears to us that the Homeaway-XXXX have validly provided the credit to BECU and that BECU has not posted the credit to our Visa account.
Company Response: Closed with explanation

Timely Response

2019-07-23

Redmond, WA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-22

Houghton, WA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-06-24

Marysville, WA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2019-06-11

Glendale, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-06-06

Juanita, WA

Attempts to collect debt not owed

Debt collection: I do not know

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-06-05

Glendale, CA

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-06-05

WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019 my checking and savings account at Boeing Employees Credit Union was almost completely cleaned out by someone who was able to easily gain access to my account, despite my best efforts to use a complex and unique password for online banking. Three outgoing transfers, via the XXXX instant transfer service, totaling {$970.00}, took place all within the same minute, according to notification emails I received. I had until this time never enrolled in the XXXX service. Immediately upon seeing these emails, I placed a call to BECU and was on hold for a short amount of time before a customer service representative was able to speak with me, confirming the successful login earlier by the criminal. It was apparent BECU had not flagged any of these actions as potentially fraudulent, and only after I called did they freeze my account. I was then placed on hold for an extended period for an unclear reason, so I could speak to a technical support representative. I had to repeat the same conversation with this rep, who told me they had frozen my account and an investigation would be started. Both representatives did not appear to take the situation very seriously, and I was not given any information regarding investigation for my own reference. This event is particularly disturbing, considering that I have contacted BECU numerous times in the past to complain about how weak their password reset system was, and their lack of a robust two factor authentication system. Currently their online banking system should ( and seldom does ) ask for a XXXX based token when logging in from a device their system deems new, but this is easily bypassed by answering some personal information questions. I have implored BECU to strengthen their online banking security, only to be brushed off. Their gross negligence exposes their members to unnecessary risk of fraudulent transactions, despite proactive members best efforts to use a strong, unique password.
Company Response: Closed with monetary relief

Timely Response

2019-05-17

FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: XX/XX/XXXX, my wife and myself agreed to acquired a XXXX XXXX from XXXX XXXX XXXX ( XX/XX/XXXX ) in XXXX. I used my BECU Mastercard debit card to pay {$12000.00} USD. After two [ XXXX ] XXXX failed sessions and without using sophisticated medical treatments, we lost confidence on XX/XX/XXXX services and we asked for a refund [ XXXX ], which one of the coordinators told us that we used most of the funds already. This false statement made us consider to file a chargeback with my Credit Union [ BECU ]. A few days later, I received an email from XX/XX/XXXX stating that our refund will be completed within 60 days. By XX/XX/XXXX, I decided to file a chargeback under the claim of medical service not rendered. BECU accepted it and issued a provisional credit while the chargeback will be resolved. XX/XX/XXXX, I was contacted multiple times by XX/XX/XXXX officials, who informed me that my refund was ready. I contacted BECU more than once to ask them, what I should do? Every time I was told to ignore their requests because they had enough information to refund the money to my debit card. Seriously, I call them more than once, and the same answer was given to me each time. I must say that I totally ignored what was the process of chargeback. However, BECU decided to start the chargeback after XXXX ( which I learned that on XX/XX/XXXX ). According to BECU, they wanted to allow 60 days for XX/XX/XXXX to complete the refund. Eventually, this concealed information [ during XXXX ] became detrimental to me. Due to the fact, that I was able to physically obtain my refund before BECU filed the dispute and the outcome will be XX/XX/XXXX % favorable for all the parties involved. During the first week of XXXX, I contacted BECU to ask them if the provisional credit was already removed. BECU responded that actually, the chargeback was recently filed that it will take about 60 days to be completed. I told them but 60 days already went by. Precisely then, I learned that chargeback was not filled when I requested it back on XX/XX/XXXX but in XX/XX/XXXX. In fact, I was told no to worry, that I had a winnable case. Sometime in XXXX, BECU notified me that we lost the chargeback but it was strongly recommendable to file for a second one. Again, I had a solid case that this time the chargeback should be resolved in my favor. XX/XX/XXXX, I received a voicemail from BECU asking me to call them right away, which I was not able to do so. So, I call BECU the next day [ XX/XX/XXXX ] that was when I was notified that BECU turned the disputed chargeback to Mastercard, again that I shouldn't worry about it, this [ third ] time things will settle favorably to me. Emphatically, this third round started on the XXXX without my explicit consent. During the conversation, I expressed some concerns regarding the whole process and the past intentions of XX/XX/XXXX to refund my money, which I was not able to take advantage then. I was told that BECU collectively decided to continue this third time. In fact, they committed resources about it due to their confidence in this matter. XX/XX/XXXX, I received an email from BECU stating that the merchant [ XX/XX/XXXX ] won the chargeback, that they had a stronger argument than mine. Also, that BECU will not pursue this issue any further. They provided me with a standardized letter with some generic options to collect from the merchant, which most of the options are not applicable to XXXX. Somehow, I managed to contact XX/XX/XXXX and notified that they won the chargeback and I still should receive my refund. They said that they need to do some research because they don't have no notifications about the concluded chargeback closed on their favor. According XX/XX/XXXX, the chargeback issue is completely managed by their bank and they are not aware of the process or outcomes. Nonetheless, I forwarded the letter BECU sent me to notify me about the conclusion of the chargeback. Eventually, their bank rejected my letter issued by BECU for not including the pertaining information about the conclusion of the chargeback. Explicitly, they asked for reasonable requirements in a new letter that could be issued to me or the bank. Ideally, the letter to be written in XXXX since the transaction took place in XXXX, to be signed by a BECU Executive, to include my debit card number rather than my checking account, to include the reasoning of the concluded chargeback, to include BECU stamp. I must say, after XXXX the XXXX, BECU has been on total disengagement towards me. They don't show urgency about helping me to gather enough information about new requested letter. For sure, they insist in not being transparent, they are not pointing me to the right direction, they don't want to answer specific questions. Their continuous excuse is, to ask their leadership about how much they can help me in collecting the refund. BECU behave indifferent, they neglect me as a member of their Credit Union, they treat me as an outcast, for sure it feels that I am shunned. Currently, I regret all the ill advice BECU provided me while I could collect my refund. If I can not collect the refund, I will suffer financial hardship and BECU could not care.
Company Response: Closed with explanation

Timely Response

2019-05-16

Federal Way, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have been a BECU Member since XX/XX/XXXX and I had an amazing relationship with them until XX/XX/XXXX. My grandmother passed away on XX/XX/XXXX in XXXX XXXX, AR. My immediate family and I had to leave immediately to be there to handle the funeral arrangements. We were not prepared at all and wish I had been for sure. Well I began writing checks to cover expenses and thinking that my direct deposit would cover the negative balance. Well things just gotten more out of control with bills, auto repairs, and loans from another financial institution. I started getting behind more due to the emergency trip to Arkansas and caused me to either be without completely for awhile or write another check thinking again it would be covered. It all hit once my account got negative {$1000.00} and so I was warned on the XX/XX/XXXX to stop writing checks or we will close the account for 6 months. I agreed to do so then asked the lady what should I do and how can I make payment plans to get the squared away because now is the time to fix this. I never had been in a hole like that and was tired of trying to write checks to cover what I owe to pay bills plus pay debt. She suggested to stop my direct deposit, open another checking account with the same institution then switch the direct deposit to transfer funds to the negative checking account in enough payments that would eventually cover the whole balance. My job had to issue me a paper check because of the canceling of the first checking account for the XX/XX/XXXX because it takes awhile for direct deposits to process to another account. Well I received my check and did what was suggested to me. I deposited my pay check into the 2nd checking account because BECU do not cash pay checks. Well once that was done, only {$200.00} was available to me and so I called it in to verify that it is my job pay check this time and to get it cleared so I can start paying off my negative balance plus have money for other bills that are due at this time. Well the lady I spoke to this time was not so kind and took matters into her own hands which she got my account locked and they kept my whole pay check saying there is nothing we can do. I was so appalled by the way everything happened so fast that it almost caused me my life. I just wanted to make things right and rebuild my account into great standing as suggested to but that is not how it happened. I have been calling and even went into a branch to see how this even come about? The lady had noted that I had 2 warnings when I only had one and the fact nobody wants to hear me out or work this out is shocking that an institution would even do someone like this.
Company Response: Closed with explanation

Timely Response

2019-05-10

Eastmont, WA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response