B E C U

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have had a phone call requesting me to send a formal letter requesting the information which I have supplied BECU however - - - - I have not received anything from BECU and the person responding to you and making the statement that BECU has supplied me with all information is completely wrong! Again, I repeat, " As of the time of writing this response to your sending me an email with BECU's statement they have supplied me with everything I have requested, "I have not received ANYTHING from BECU beyond a phone call asking for a letter, formally requesting the information I need and which I supplied them."Sincerely, [redacted]

BECu is currently working with Cenlar, our third party mortgage servicer, to discover the details of the situation that Ms [redacted] has described in her complaint I have sent Ms [redacted] a letter acknowledging receipt of her communication to the Revdex.com and letting her know that we are investigating Cenlar has been made aware of the need to expediently research the situation Please let Ms [redacted] know that we are actively working on a response to her communication

At the time of Ms [redacted] alert to BECU regarding her father's passing, BECU's Estate Servicing team was manging a high volume of notifications, and as such was unable to send the paperwork necessary to Ms [redacted] mother in the timeframe provided Per federal privacy laws, BECU cannot confirm information on a member's profile, nor can we discuss any information regarding an account with an individual who is not on that account

Please see the attached response for an explanation of the mortgage payment from Mr [redacted] 's accountThis response is also being sent to Mr [redacted] via USPS for his records Dear Mr [redacted] , Revdex.com Case # [redacted] This letter is in response to your communication via the Revdex.com, received November 22,In your communication, you state that BECU withdrew an additional mortgage payment after yourloan was paid offAs of the date you submitted your communication, you state that BECU has failed toreturn the funds to you, despite numerous requestsYou feel that you were lied to in this process, andyou wish to be refunded immediately You completed your mortgage refinance at another financial institution and expected the payoff amount tobe credited to your BECU mortgage on November 9, On that date, you contacted BECU by phoneto request cancelation of your automatic mortgage payment for the month of NovemberAs yourautomatic mortgage payment was scheduled to be processed on the 10th of the month, there wasinsufficient time for BECU's mortgage sub-servicer, Cenlar, to cancel the automatic payment.Representatives advised that any overage after the payoff was received would be refunded.On November 10th, the automatic payment for $1,drafted from your BECU checking account asscheduledCenlar also received the loan payoff from the other institution on this date; these funds wereapplied to your mortgage loanYou contacted Cenlar directly by phone on November 10th and wereadvised that submitting the request to return funds would take one business day to processAs Friday,November 11th, was a Federal holiday, the request for the return of funds started on Monday, November14thPlease be advised, this process is entirely automated; it takes twenty-four business hours for theloan servicing system to manage each step of the payment reversal and return of funds On November 14th, you also contacted BECU by phone to inquire as to the status of the refund; however,as November 14th was the first business day since the payoff of the loan, no additional information wasavailable in BECU's system On November 15th, you contacted Cenlar directly and were advised that the return of funds wasrequested; however, the representative assisting you advised that funds would be sent in the form of aphysical checkYou stated that you were advised by the previous representative that the funds would beelectronically deposited to your accountIf this process was miscommunicated, we apologizeYourinteractions with Cenlar representatives were escalated to the appropriate leadership for review.On November 17'h, the request for the issuance of the refund check was approvedA refund of $733.95was also approved for the amount remaining in your escrow account, which will arrive as a separatecheckThese checks are processed in batches, and a representative advised you on November 21st thatit could take four business days for the refund check to be mailed The check for the refund of your mortgage payment in the amount of $,will be mailed today, withan estimated arrival date of Friday, November 25th.We regret that your interactions with us were less than optimal, as we hold the membership experience atthe highest priority and strive to provide the best service possibleYour interactions with BECU staff willbe escalated to the appropriate leadership for reviewFor questions about your BECU accounts, pleasedo not hesitate to contact us by calling (206) 439-5700.Sincerely, Mark T [redacted] Chief Compliance Officer, Vice President of Compliance [redacted] @becu.org

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

All of the documents and fees related to the prior name change were providedBECU admitted to me they could not figure out how to finish itThis is what prompted my early payoffAt no point then or afterward has BECU stated a paper title was generated My address in November was an address in [redacted] , WashingtonI possessed a locked mailbox at that addressNo title was ever received thereI also possess a locked mailbox at my current address in [redacted] , Washington, which BECU has on fileNo title has ever been received thereI have no history of lost or stolen mail at either addressIt is inconceivable that I somehow receive all of my other mail, including other mail from BECU, but not this mailAs BECU knows or should know, a lost title cannot be obtained in my name alone when they refuse to release their interest, which they have did consistently for the last year and a half BECU has acknowledged this to me in every subsequent contact that a paper title was never sentI specifically inquired about this on May 23, to BECU employee Daryl G***He, in front of someone else, reiterated to me multiple times that a paper title had never existed or been generated for the carHe indicated all attempted releases by BECU to DOL were made electronicallyThis was after he reviewed all of my prior communications with BECU on this issue and contacted another BECU financial center by phone to discuss the caseMrG [redacted] will verify this conversation BECU has not provided a DOL form title releaseHowever, MrG [redacted] did provide a letter confirming my payoffDOL has only indicated it "may" accept the non-standard formTo date, BECU has never issued a title to me nor a formal release of interestEven if DOL ultimately accepts the letter they finally generated after I filed my Revdex.com complaint, they refused to take such action until I filed my complaint, resulting in daily depreciation to my vehicleBecause it takes 3-weeks to generate a title, my car continues to depreciate daily and incur daily insurance costs This was clearly a pattern of bad faith conduct by BECU, whose representatives have consistently denied a paper title was ever generated until the time of my complaint and refused to previously generate a release - which has resulted in continuing expenses to me and future expenses that I will incur to DOL

Details of the difference in escrow to be collected can be found in the attached letterBECU has reimbursed the appraisal fee, given credit towards closing costAn original of the response will be sent to Mr [redacted] via USPS for his records

This letter is in response to your communication to the Revdex.com of Western Washington,dated March 31, In your communication, you state that Collateral Protection Insurance ("CPI") wasplaced on the vehicle you have financed through BECU because of a keying error on the part of yourinsurance provider that gave the appearance that your vehicle was under-insuredYou state that inspeaking to a Member Services Representative at BECU, you were told that no manager was available tofurther assist you, and that a conference call with Allied could not be initiated.BECU strives to provide excellent service to all of our membersAfter reviewing your telephoneconversation with the BECU Member Services Contact Center Representative on December 7, 2015, wedo not feel that the conversation was handled as well as it should have been and we apologize for that.The interaction has been forwarded to leadership for reviewWhile conference calls with Allied are not apossibility, BECU's Portfolio Management department can reach out to Allied on a member's behalfregarding issues with vehicle insurance, and we should have done this for you when you contacted BECUon March 29, 2016.Per your loan agreement with BECU, Collision and Comprehensive insurance coverage must remain onthe loan collateral at all times while the collateral is financed with BECUThe following records havebeen obtained from Allied regarding the insurance coverage on the vehicle.On September 9, 2015, Allied received notice from Allstate that the insurance policy on the vehicle wouldbe cancelled effective September 27, 2015.On December 4, 2015, Allied contacted the Allstate regional office and spoke with a representative whoadvised that the vehicle had been added to an existing policy on October 30, That policy hadCollision coverage only, satisfying only half of the required coverage.Allied received a notice on or around January 30, 2016, from Allstate that Comprehensive coverage hadbeen added to the policy effective January 26, This addition resulted in a CPI refund of $2413.00back to the principal of the loan balance; this amount is unearned premium, or the remainder of theinsurance premium for the CPI policy that would have been in effect from September 27, 2015, untilSeptember 27, 2016.Allied then received another notice from Allstate on or around March 18, 2016, that Comprehensivecoverage was backdated to November 27, Per Allstate's records, there was no insurance coverage on the vehicle from September 27, 2015, to October 30, 2015, and only Collision coverage fromOctober 30, 2015, to November 27, 2015.On April 1, 2016, Allied contacted the Allstate regional office and confirmed the effective date of the fullcoveragepolicy as November 27, 2015.The CPI premium originally added to the loan balance for the lapse in full coverage from September 27,2015, to January 26, 2016, totaled $Due to the backdating of coverage by Allstate, the lapse incoverage has been adjusted to September 27, 2015, to November 27, 2015, the premium for which totals$.00; a refund of $to the principal of the auto loan has been processed effective April 5, 2016.There are two way to pay the remaining $of the $premium: you may pay in a lump sum tobring the loan payments back to a minimum of $every month, or you may leave the remainderamortized into the loan payment until January 22, 2017, making the monthly minimum $379.00.We hope that this letter serves to clarify this issueFor further questions

Dear Ms***,This letter is in response to your communication via the Revdex.com dated February 2, 2016.In your communication, you state that BECU's mortgage loan servicing center mailed a check to you, asthe amount remitted was not sufficient to satisfy the payment due in August You stated that youhave never received this paymentYou also state that your mortgage loan is past due and you'vereceived late fees as a result of the returned check BECU has investigated these issues with our mortgage loan servicing center, and found the following: • May 20, 2015- BECU's Annual Escrow Account Disclosure Statement was sent to your addressunder your sister's name, as the loan assumption was not complete at that timeThis noticealerted you that effective with the July 1, due date, the payment would increase • June 25, 2015-A partial payment of $was received and applied toward the July 1, 2015paymentAs the funds were not sufficient to satisfy the payment amount of $that wasdue, the payment was initially placed into suspenseBECU later applied the funds to satisfy theJuly payment by shorting the amount that was required for the escrow account • July 23, 2015-A partial payment of $was receivedAs the funds were not sufficient tosatisfy a full monthly payment and the loan was paid up to August 1, 2015, they were applied asa principal curtailmentAugust 27, 2015-A payment of $was receivedThis wasconsidered a partial payment, and was placed in suspense, as it was not sufficient to satisfy thepayment amount of $that was now due • September 1, 2015-The mortgage loan servicing center reversed the funds from suspensefunds in the form of a check, which you did not receive A review of the above loan indicates that while this check did have a stop payment placed on it, thefunds were not reapplied to the loanAs of the end of the business day on February 19, 2016, the $1140from that check will be applied to satisfy the February payment by shorting the amount paid toyour escrow accountIn addition, the late charge of $will be waived for the January 2016payment; late charges that were assessed prior to the completion of the loan assumption were waivedon January 4, BECU has not reported a late payment to the consumer credit bureaus BECU strives to provide excellent service to all of our membersWe apologize for any inconveniencethis causedWe appreciate your membership and hope you understand that we take this situationseriously If you have any further questions of concerns, please do not hesitate to reach out to BECU's MortgageServicing department directly at (206) 812- ***please see attached***

This appears to have been an error on the part of Hyatt Regency As Hyatt has reimbursed Mr***, BECU considers this matter concluded

We have responded to Ms [redacted] allegations and regret the error We have conducted additional staff training to prevent this type of situation from happening again We will be sending Ms [redacted] a gift card as a token of our apology[redacted] ***

July 14, BECU has already addressed this matter (please see attached response to your communication via the Department of Financial Institutions, dated March 14, 2016) There is no additional information provided to supplement this communication via the Revdex.com, nor is there any further action for BECU to take at this time

BECU is working with the merchant to file a chargeback We will keep you informed of next steps See attached response.Suzie R [redacted] Mr [redacted] Lakewood, WA RE: Complaint Filed with the Revdex.com Dear Ms [redacted] : We received the complaint you submitted to the Revdex.com regarding your dispute with [redacted] My understanding of the facts as you allege them is that [redacted] towed your vehicle and supplied you with a receipt for an amount higher than you had agreed to pay Since you paid for the towing services with your BECU Visa card, you disputed the charge Factual History BECU’s contractual relationship with Visa, in conjunction with the Visa chargeback rules and regulations, describes the process in which to submit a chargeback A chargeback is the reversal of the dollar value (financial liability), in whole or in part, of a particular transaction by the card issuer (BECU) to the acquirer (towing company), and usually, by the merchant bank to the merchantCustomer disputes are the most common reasons for chargebacks A customer may dispute a chargeback because a service was not performed as expected, as you allege in your complaint You are correct that BECU retains the services of a third party to handle chargeback requests The third party, ***, acts as an agent on behalf of BECU, the principalWe have spoken with [redacted] and the representative informed us that your claim was not submitted as a chargeback because according to the Visa chargeback rules, you did not have chargeback rights associated with your claim After speaking with ***, we have obtained confirmation that representatives from [redacted] will attempt a chargeback of the towing fees [redacted] will have “representment” rights, which means that [redacted] can request BECU to provide compelling evidence for the chargeback An example of compelling evidence includes photographs or emails that provide a link between the person receiving the service and the cardholder or to support that the cardholder is in possession of the merchandise or service BECU will contact you once [redacted] learns of the decision that is made on your claim In the meantime, [redacted] may require you to provide copies of receipts or any other documentation that supports your claim Conclusion We regret that you were disappointed and frustrated with this process, but we are attempting to resolve the issues you raise Please do not hesitate to contact BECU at [redacted] if you have further questions Sincerely, Suzie R [redacted] Corporate Counsel

June 15, Dear Ms [redacted] , Response to Revdex.com File [redacted] BECU provides documentation on loans to our members upon request, and we handled your request in the same manner as all other requests we receive According to BECU’s records, the first time BECU was made aware of this issue was your phone call to the Member Services Contact Center on March 11, 2016; a review of that call indicates that you elected to remain on hold while the Representative attempted to reach a Specialist in the Consumer Loan Servicing department Unfortunately, that Representative requested information on your other vehicle loan with BECU, which you had paid off in March 2014; that vehicle did have an electronic title We apologize for the confusion that this has caused BECU provided you with a formal Release of Interest on the Hyundai Elantra on May 23, 2016, signed and notarized at the Everett Financial Center BECU no longer holds a security interest in the vehicle A duplicate title can be ordered for you; however, this can take up to six weeks, and you would still have to take that document to the DOL to receive an updated title in your name The most expedient course of action would be to use the Release of Interest that has been provided to you to receive your title from the DOL Sincerely, Elizabeth W [redacted] Compliance Specialist

Complaint: [redacted] I am rejecting this response because: BECU mentioned 'We have spoken with [redacted] and the representative informed us that your claim was not submitted as a chargeback because according to the Visa chargeback rules, you did not have chargeback rights associated with your claim' This means that as per [redacted] we don't have chargeback right for inferior serviceAs per BECU's terms and conditions we do have chargeback right if we are not satisfied with service So if [redacted] a third party who is working as BECU's agent decides that we don't have chargeback right that indicates that [redacted] does not honor BECU's terms and conditions and that is BECU's responsibility as they have hired such third party who provides such inferior service 2.If I am not mistaken MsR [redacted] (from BECU) is indicating that after denial of chargeback right from ***, BECU intervened and ask [redacted] to attempt chargebackWell we got the credit of $but that was not disputed amount, looking at WAC regarding towing fees and their inferior service 3.This whole process has taken more than a month and we still waiting for resultThis has cost us lot of time and energy not to mention emotional distress and BECU is responsible for all of it BECU did not mention why they have not disclosed in their terms and condition anywhere that they are not going to handle chargeback requests, and that they are going to hire third party company as an agent In their terms and conditions/agreement document they have mentioned only PO box noaddress that is based in FLThey did not even mention their agent's name We used the card under the impression that BECU itself will protect we were not aware BECU will contract it outWe feel deceived Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The insurance was force placed by becu after I had provided proof of insurance. The premium charged to me is excessive and is three times the cost of typical full coverage insurance. Becu doing this shows the organization does not care about me as a customer. I have not cost the company any money and had explained the situation to becu. The lack of insurance was not intentional and I am being unfairly penalized.Sincerely, [redacted]

BECU has reviewed the issue described in this complaintIt was found that an application for a Line of Credit Increase was erroneously processed in March 2017, and that BECU consumer lending underwriters approved Ms [redacted] for the requested Line of Credit in her name on September 18, Please see the attached response for detailsThe original of this letter is being sent to Ms [redacted] via USPS for her records

In reviewing Mr [redacted] 's communication, it was found that a BECU error occurredPlease see the attached response for detailsThe original of this response is being mailed to Mr [redacted] via USPS for his records.March 19, 2018Dear Mr [redacted] ,Revdex.com File Number [redacted] This letter is in response to your communication via the Revdex.com ("Revdex.comW), received by BECU on March 8, In your communication, you state that your first payment on your new Home Improvement loan was due three days after the loan was disbursedYou were assessed a $late charge, and when you called to speak to a BECU representative, you were told that the only way to fix the issue was to visit the Tukwila Financial Center in personAccording to BECU's records, you requested that loan documents be emailed to you for signing on January 26, On February 12, 2018, the loan processor uploaded your loan documents signed the day before, and funded your Home Improvement loan ending In researching this issue, it was found that the first installment of your new loan was not updated when the signed documents were returned to BECUThe application notes do not indicate that processor spoke with you to advise you that the original due date of February 15th was still in effectWe sincerely apologize for this error on BECU's part; this issue has been escalated to the appropriate leadership as a coaching opportunityBECU's Consumer Loan Servicing department reversed the payment you made on March 1, 2018, and waived the late chargeThe additional $you paid towards that charge has been reapplied to the principal of the loan balanceIf you would prefer that $to be refunded to your checking account, please do not hesitate to contact BECU's Consumer Loan Servicing department at (206) 805-You should see no negative credit reporting from this issueAgain, we sincerely apologize for the confusion and frustration that this has caused youWe value your membership, and this is not the experience that we wish our members to have when entrusting us with their financial transactions.Sincerely,Mark T [redacted] Chief Compliance Officer, Vice President of Compliancemark.t [redacted] @becu.org

BECU has responded to Ms [redacted] complaint, which is attached.Suzie R [redacted] Ms [redacted] Houston, TX RE: Complaint Filed with the Revdex.com (“Revdex.com”) Dear Ms***: We have received the complaint you submitted to the Revdex.com regarding the NSF charges BECU assessed on your Member Share Checking account [redacted] You state that BECU should not have assessed those NSF fees and expect BECU to reverse those charges Please note that when you opened your BECU accounts and became a member of the Credit Union, you agreed to the terms of the Account Agreement BECU’s Account Agreement clearly states that you agree to pay BECU for the fees and charges identified in any account disclosure or account agreement Furthermore, the Account Agreement states that the Credit Union will assess fees for any overdrawn accounts An account can be overdrawn in many ways such as when there are not sufficient funds in your accounts to pay checks, electronic funds transfers, payments that you authorize, and the return of unpaid items deposited to your account, to name a few Please note that under certain circumstances, as a courtesy BECU may pay items that will overdraw your account (“Courtesy Pay”) However, although BECU allows the items to clear the banking system, you are then assessed an NSF (nonsufficient funds) fee of $for each item that caused your account to be overdrawn Now that we have notice of your intent to opt out of such service, we will treat your complaint as if you did indeed request to opt-out of courtesy pay (for checking accounts) Please contact BECU at [redacted] if it is not your intention to opt out of courtesy pay for checking accounts BECU’s records indicate that you had five NSF charges dated October As a one-time courtesy, we reversed those fees but told you that if you had any future NSF charges, you would be responsible for paying them You later incurred one NSF fee of $in May of this year, and BECU informed you that we would not reverse it You are responsible for payment of this fee In the future, if you wish to avoid these NSF charges, please ensure that you have adequate funds in your account before either writing checks or using your BECU debit card You also have the option of linking your checking accounts to either a savings account of line of credit if you wish to avoid these fees in the future It appears that your savings account is indeed linked to your checking account, which explains the reason why funds were automatically transferred from your savings (to the extent that there are funds to transfer) to your checking account for the purpose of avoiding or reducing any NSF charges Sincerely, Suzie R [redacted] Corporate Counsel