BOEING EMPLOYEES CREDIT UNION

2017-08-08

Everett, WA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-07

Seattle, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XXXX XXXX, 2017, {$62.00} was debited from my checking account. While the recipient ( XXXX ) looked legitimate the amount taken was a mystery to me. My normal monthly payment on my student loan is a different amount and set to autopay on a different day each month. I logged in to my student loan account at XXXX and was able to see my normal payments reflected in my payment history. The extra charge of {$62.00} was not reflected in my account payment history. I phoned XXXX. I was asked to provide proof that the charge had occurred. I uploaded this documentation as required. I was told that they would investigate and get back to me. They did n't. I restarted the process again, provided the same documentation and trying to get somebody to pay attention to my situation. That still did n't happen until finally, on XXXX XXXX 2017 I was put in touch with a helpful agent who asked if I had a relative named XXXX XXXX. I said I did not, but that I divorced a XXXX XXXX over XXXX years ago. He said there had been a mistake and that somehow the accounts became crossed. He could n't share more details with me because of privacy concerns, but said he took detailed notes and that I needed to call back and talk to another department that could deal with this unique situation. Meanwhile, I had also been in contact with my credit union, BECU, to alert them of fraudulent activity. They had me fill out an unauthorized ACH withdrawal form. They reversed the withdrawal and vowed to investigate. I wanted to know what happened and wanted assurance that it could not happen again. I did n't feel safe. They eventually reversed the reversal ; in other words the {$62.00} was still stolen from my account. I contacted BECU through the secure messaging center and requested an explanation. They said that the company ( XXXX ) had provided proof of the authorization and that I could request the information used in the decision. I requested that information through the secure message center to which they replied, " Good Afternoon XXXX, Thank you for using Secure Messaging today with your transaction concern. I can absolutely investigate for you. In review of the documents received from XXXX XXXX XXXX department, an ACH Proof of Authorization was also provided. They also sent this statement This payment was made by the customer via a web application in which they log into, using a unique user id and password. The individual for this student loan is listed as XXXX XXXX XXXX. At this point to research any further, I would need to reach out to our ACH department directly. Unfortunately this department leaves at XXXX and are no longer accessible today. I did however request the authorization documentation to be mailed to your address on file. I will reach out to this department tomorrow to inquire further. Thank you again for your time and have a good day. '' I find this absolutely alarming, untrue, and disingenuous. At this point my patience is running thin, I 'm still missing {$62.00} and dozens of hours of my time trying to resolve this issue that remains from XXXX XXXX 2017. It seems ridiculous to have to chase down an attorney to recover my stolen {$62.00}. The CFPB is my last stop before I take that route. Thank you for any assistance you may provide. Also, thank you for any process and policy help you provide to the organizations involved so that this can not and will not happen to me or any customer again. XXXX
Company Response: Closed with explanation

Timely Response

2017-07-27

Four Corners, WA

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-07-27

Dallas, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with monetary relief

Timely Response

2017-07-22

Seattle, WA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with the interest rate
Complaint: X/XX/17 To Whom It May Concern, I am writing this letter as I have a complaint that I would like investigated. Recently, I took out a BECU auto loan to cover the cost of my new vehicle. After learning about the new laws, I found that I had been given a loan with an interest rate of 4.24 % which is significantly more than the 0.29 % interest rate which the law states is applicable to loan borrowers. I am now requesting that you please take in depth look at why I have been charged with a higher interest rate. I was told that because my credit score was low, I had was offered the higher interest rate of 4.24 %. I should have qualified for an interest rate of 0.29 %, as all auto loans in WA state have this designated interest rate. After reaching out to BECU by phone, they stated that their lowest interest rate is 2.49 % and that my interest rate of 4.24 % was based on my credit score. Please contact me as soon as possible. I have been receiving inconsistent advice from them. Thank you in advance.
Company Response: Closed with explanation

Timely Response

2017-07-19

Kerrville, TX

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
Company Response: Closed with explanation

Timely Response

2017-07-18

Everett, WA

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2017-07-17

Everett, WA

Struggling to pay your loan

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I called the number provided on becu website. I ask to speak to a Loan department. Spoke to a lady she asked me for my basic information social security, date of birth, and the reason for my call. I stated my hardship and explained my issues that I was 2 months behind rent and will be evicted, and the reason I can possibly fall behind on my bills on the credit cards I currently have open with becu and I am active searching for a job everyday and I do not have a vehicle due to recent denied request. I have children and been calling around to any charity programs. After my explanation to her, I was transferred to collections departments not knowing, because he did not state this was collections I was speaking to. I thought I was transfer to Loan department hoping to tell me different options that are available to low income assistant program loans. But the collections person I spoke to did not provide available resources or option available for my current situation.
Company Response: Closed with explanation

Timely Response

2017-07-10

Salem, OR

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with explanation

Timely Response

2017-07-06

Tacoma, WA

Other service problem

Money transfer, virtual currency, or money service: Virtual currency

Company Response: Closed with explanation

Timely Response

2017-07-02

WA

Incorrect information on your report

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

Account status incorrect
Complaint: What happened? In XX/XX/XXXX I settled 5 charge off accounts with Boeing Employees Credit Union. We are in agreement that the accounts are paid in full and paid as agreed. I have included a settlement letter from BECU that confirms this. A 6th account was settled in XX/XX/XXXX, letter attached. All 6 accounts appear on the included XXXX Credit Report, with red boxes marking the items described herein on pages 6-9 of the credit report. BECU stopped reporting the payment history on each of the accounts marked in red boxes in XX/XX/XXXX, but started reporting derogatory payment history anew, when I settled the accounts. This inaccurately reflects my payment history and RE-AGES my account in violation of the FCRA because it shows a recent delinquency. The attached letter confirms these accounts are PAID AS AGREED. Thus, the derogatory payment history must be deleted in accordance in the FCRA. The new reporting of derogatory information results in a reduction in my credit score. When I paid the accounts off, instead of an increase in my score, I received a DECREASE in my score due to recent delinquencies when BECU suddenly began reporting them. If BECU fails to delete the payment history, its only other option is to update the entire history as derogatory beginning when the first payment was missed for each account. Additionally, BECU continues to report 'Creditor can not locate individual ' which is false, as shows on page 9 of the XXXX credit report, marked in red. BECU has been in regular contact with me since XX/XX/XXXX, as proven by the attached letter confirming my settlements. I have twice tried to get them to remove this derogatory description using the dispute process, and each time they have 'verified ' it as accurate. This is clearly erroneous. I have contested these accounts with XXXX and they received 'verification ' from BECU that the accounts were reported accurately. As proven herein and by the attached, BECU 's XXXX reporting remains inaccurate. Having exhausted the dispute process with the XXXX credit bureau, I am seeking resolution via the CFPB as a next step.
Company Response: Closed with explanation

Timely Response

2017-06-29

Alderton, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-06-14

Odell, OR

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: XX/XX/XXXX, XXXX ( approximately XXXX via telephone ) : I initiated a balance transfer to my XXXX XXXX card in the amount of {$5000.00}. I did this in response to the attached emailed ( sent XX/XX/XXXX, XXXX ). The balance transfer promotion was for 0 % interest for 12 months and 0 % balance transfer fee. The email stated, We will apply minimum payments at our discretion. XX/XX/XXXX, XXXX ( XXXX via telephone ) : I received an email from XXXX XXXX XXXX XXXX that XXXX had reported my account at 30 days delinquent. Subsequently, my credit score dropped precipitously. I contacted XXXX card services and explained the following : 1 ) I am a full member ( i.e. multiple loan and deposit accounts ) that has never missed a payment. 2 ) I am enrolled in electronic statements and never received any notice in my email or via the mobile app ( which, in addition to being heavily promoted as a user interface by XXXX, is my primary user interface ). 3 ) At no time during the XX/XX/XXXXXXXX call was I told there would be a discretionary minimum payment applied to my balance transfer. 4 ) I have made every loan payment to them on time. In response, the customer service representative ( who was quite understanding and professional ) explained to me : 1 ) A discretionary minimum balance was applied to my account. 2 ) I was sent statements via the US Postal Service. 3 ) Signing up for electronic statements applies to other XXXX accounts ; however, XXXX accounts require a separate enrollment ( this was never disclosed via my phone calls or use of the mobile platform ). 4 ) In sending those statements they legally had the right to charge me late payments and report me to the credit bureaus 5 ) I was told to call back after XXXX and speak with the Loss Management Department XX/XX/XXXX, XXXX ( XXXX via telephone ) : I spoke with Loss Management and was told : 1 ) I was speaking with the wrong department ; I need to email or write a letter to XXXX 2 ) They legal have to report any account past due over 30 days. My complaint is as follows : 1 ) Applying discretionary minimums ( while in the fine print ), is misleading and deceptive, especially when at the time of the balance transfer no mention of one was made. 2 ) When enrolling in electronic statements, but not being informed that XXXX products are excluded and require a separate enrollment is deceptive and misleading. Ultimately leading to a less than full communication of the members financial position with the credit union. 3 ) Being encouraged through advertisement to use the mobile platform, but not being given complete functionality is misleading. I check the mobile app constantly and was never made aware of missed XXXX payments. 4 ) XXXX is intentionally hiding behind fine print to provide the bare minimum service as provided by law.
Company Response: Closed with explanation

Timely Response

2017-05-25

Federal Way, WA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2017-05-22

Seattle, WA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Boeing employees credit union recently reported my current home loan as derogatory, and closed due to chapter XXXX bankruptcy and now my excellent credit has dropped XXXX points at one credit bureau. I was legally divorced in XXXX XXXX . My ex wife filed bankruptcy a month later in XXXX XXXX and included our home loan in the bankruptcy. The home was awarded to me. She signed a quit claim deed in XXXX XXXX . I was in the process of assuming the loan with BECU to get my ex wife 's name off the home loan. In approximately XX/XX/XXXX / XXXX XXXX XXXX I assumed the loan fully so that the loan is in my name only. None of the payments for this house have ever been late. No portion of this loan has ever been forgiven or written off. I have never filed bankruptcy or co filed bankruptcy I do n't see how it is even legal for them to report that my home loan, in my name only, has bee n discharged due to bankruptcy when it never was discharged. I have always been current with my l oan The credit union needs to remove the wrong derogatory information from my report and restore the loan as it was to show it current, all payments on time and no bankruptcy.
Company Response: Closed with explanation

Timely Response

2017-05-02

Oro Valley, AZ

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-04-26

Federal Way, WA

False statements or representation

Debt collection: Mortgage debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2017-04-25

Clearview, WA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-04-05

Brier, WA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-04-02

Covington, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-25

Forest Hills, TN

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-18

San Francisco, CA

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-15

Bitter Lake, WA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-14

Tacoma, WA

Customer service/Customer relations

Other financial service: Traveler’s/Cashier’s checks

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-02-21

Everett, WA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I purchased a home using BECU on XX/XX/XXXX for {$210000.00} which was stated at XXXX square feet and the home was valued at {$210000.00}. My original loan amount was {$190000.00}. At the time of purchase between BECU and the escrow company my down payment of just over {$27000.00} was sent to the wrong financial institution to a closed account. This nearly delayed the closing of my transaction and the entire day of recording I had to work to retrieve my down payment and get it sent to the correct institution and escrow account. XX/XX/XXXX I had another appraisal done for a cash out refinance ( which did not close and cost me money ). The appraiser discovered my house was in fact XXXX square feet. This could not be correct as houses do not shrink, I had lost XXXX square feet. The county came out and remeasured and my home was in fact only XXXX. The value per square foot at purchase was $ XXXX= {$180000.00} this was the correct value at the time of purchase as the square footage was incorrect. With my loan amount of {$190000.00} and the value of {$180000.00} BECU financed my 30 year fixed conventional mortgage at 104 % which is outside of the product guidelines and would be considered predatory lending. If the correct square footage was calculated BECU would have denied my loan and I would not have purchased a property that was potential upside down {$28000.00} I asked that BECU remove my private mortgage insurance as the new appraisal stated a value of {$240000.00} and based on the current loan balance I was at {$180000.00} which is 75 % loan to value. They denied my request as they wanted me to pay for an additional appraisal. I was told that the Vice President of the mortgage department was going to contact me about this whole situation XXXX XXXX and I have yet to hear from this person to date. I am an educated consumer and understand as such I have responsibilities to pay my bills and not buy products that could appear predatory or threatening to me and my finances. This purchase of my home since the start has been predatory whether it is the county, the appraiser or BECU ; I was given a mortgage loan that on any other day would have been denied based on the specifications of underwriting. I am being denied the option to lower my mortgage payments by removing PMI. BECU is a very large well-known institution and I believe their mortgage practices and current loans on the books should be reviewed/audited. BECU should be more concerned with their reputational risk in the arena of mortgage lending. I feel that I am not an isolated consumer in regards to these lending products or issues. I had purchased an REO from BECU back in XXXX and about a year later they gave me over {$1600.00} into my savings account as they had overcharged me at origination of my mortgage back in XX/XX/XXXX. No one at BECU could figure out where the funds came from in my account, as I never used my BECU savings I thought it was an error. I never received any notification from BECU mortgage that the error had been made and I had received a partial refund of my original closing costs in XX/XX/XXXX. In summary, BECU has shown me on my XXXX and only home purchases that they lack the detail or competence to offer these products. I am only one of the thousands of members who utilizes BECU mortgage lending products. My fear or concern is that more consumers have had similar issues as well and may not even be aware at this time. I would like Forgiveness on my outstanding mortgage in the amount of {$28000.00} Removal of my private mortgage insurance without paying for an additional appraisal
Company Response: Closed with monetary relief

Disputed: No Timely Response