B E C U

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 me.

The transaction that casued the deficit balance in the account occurred in early January BECU sent two letters to Ms [redacted] alerting her to the deficit; her monthly statments and transaction history through Online Banking also contained this information No action was taken by Ms [redacted] to bring the balance back into the positive An original of BECU's response is being sent to Ms [redacted] via USPS

Upon review, it was found that the funds were removed from the CD in errorThe funds have been replaced in the CD account; a signature is required to close an account for any reason other than fraudA Consumer Account Servicing Request is being provided to Ms*** along with this
response, which is being sent via USPSShould she wish to expedite closure, she can also access this form at *** under Account ManagementThis form can be faxed to BECU or presented in person at the Silverdale Neighborhood Financial Center (closest to Ms*** *** ***)

We regret that Ms*** *** did not receive the documents we sent to her. Perhaps BECU's response to her complaint was completed prior to her receiving the documents. Please let us know as soon as possible if you have received the documents. If not, we will expedite their submission to yoiu.Suzie R**BECU

Complaint: ***I am rejecting this response because:
Different BECU representatives have stated this to not be the case on multiple occasions as recently as
last weekYour last representative advised no title was ever issued and they do not know why they failed to electronically release itDOL confirmed this as wellBECU's current response is directly contradictory to their own prior responses to this issue
Sincerely,*** ***

Navy Federal Credit Union alerted BECU that the account Mr. *** was attempting to transfer from was a non-transactional account, and that the transfer would not be paidBECU reversed the provisional credit provided to the account; however, several transactions that Mr*** had
previously approved had debited the accountPlease see the attached response for details

BECU mailed the title with lien release in a timely manner to the borrower's address on fileDetails are contained in the attached letter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: Under staffing by BECU is an excuse and does not accept responsibility for poor service The paperwork packet was not received by Mom until a month after the original request All in all the service representatives were poorly trained (gave wrong answers about how to close the IRA), unable to provide service if the customer could not physcally go into a branch, and was generally uncaring about the customers inability to access her funds My Dad had been a member for years and to shut out his widow from her savings and IRA after his passing is unacceptable.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
I don't not feel this business is honestThey initially tried to lie to me about the conversation regarding the rate quote, and I'm sure that's what happened about those prior conversations that we weren't quoted on only the 90%I do not take this business seriously and I would never recommend themThe manager at the branch was rude and unprofessionalWhen my husband asked to speak with someone else the manager stated this matter will not go above him

Mrand Mrs*** applied for credit twice in the month of March, and BECU's consumer loan underwriters approved the same maximum loan amount and LTV stipulation for both applicationsPlease see the attached letter for details.March 27, 2017*** *** *** ** *** *** *** **
***Dear Ms***,Revdex.com Case No.***This letter is in response to your communication via the Revdex.com ("Revdex.com") on March 21, In your communication, you state that you and your husband were prequalified for an auto loan in the amount of $25,through BECUYou were quoted an annual percentage rate of 6.89% for a loan term of months over the phone; however, when you visited the BECU Neighborhood FinancialCenter ("NFC") in Spokane, you were told the rate would be not be honoredYou also state that you were not informed at any time that BECU would only finance 90% of the Kelley Blue Book value of the vehicle.A review of your loan application activity and your telephone contact with BECU representatives from March 17'h and March 201hhas been conducted, and our findings are as follows:You and your husband applied for joint credit twice in March 2017: the first application was made through a dealership on March 151 and the second was made directly with BECU's Member Lending department over the phone on March 201 Both loan applications were approved for the same dollar amount with the same loan-to-value ("LTV") stipulation: based on credit information, BECU provided a counteroffer of financing up to $25,covering 90% LTV on the secured collateral.You contacted BECU by phone twice on March 17'h with questions about the maximum loan amount approved and the 90% LTV stipulation placed on the application you had submitted through the dealershipRepresentatives confirmed that due to credit information, these were the set terms under which BECU could make this loan.You contacted BECU by phone again on March 20th to begin another application for credit, as you had decided to use a different dealershipThe loan decision was not available immediately, as the application required underwriter reviewIt has been confirmed that in your second phone call to BECU on March 20th to follow up on the status of your loan application, the rate was misquotedFor this miscommunication and any confusion or frustration that resulted, BECU sincerely apologizesThis interaction has been escalated to leadershipfor review and possible coaching opportunities for staff.You called a short time later on March 20th to provide information about the vehicle for valuation purposesThe review of this recording confirms that the representative cited both the maximum loan amount and the 90% LTV stipulation for the loan application.BECU's Consumer Lending leadership made the determination to honor the rate that was mistakenly quoted in your second phone call; however, you have communicated to BECU that you do not wish to proceed with the loan or retain membership.The manager of the Spokane NFC has sent you a Consumer Account Servicing Request via USPS to close your accounts,per your request.We trust that this letter serves to resolve this issue

upon review, BECU records do not indicate that the cards have been received back from the USPS with an indication as to why they were not delivered as addressed. BECU offers to waive the fee to send the cards via FedEx to a Neighborhood Financial Center where they may be secured until the
signers can pick them up. Please see the details in the attached response
Thank you
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We explained to Mr*** what happened with his loan (line of credit). BECU exercised its statutory lien and Mr*** ultimately paid off the line of credit.Suzie R**BECU

Complaint: ***
I am rejecting this response because: You do not seem to understand that the woman running LEAD position whom was responsible for ALL rejections of my totally acceptable documents and who misrepresented your policy which is clearly written, did so because and expressly because of a combination of judgment towards me personally ( she got super ANNOYED when I simply presented my case to her! and from there she became IMPOSSIBLE to deal with! because she is a HATER) and arrogance to NOT Ask her boss despite her extreme confusion. Your office has attempted to miss categorize this event as a yet inconvenient miss read of a documentWRONG. This was NO less than a person who runs lead at your business office in Everett WA deciding to become difficult under the guises of business, it happens every day its called passive aggression, when one OMITS activity to exact a revengePlain and simple, I was there I know for a FACTAfter I came back with a clear communication from the state on the matter and she still Arefused to listen and Brefused to ask her boss until nearly hours had passed??!!I was *** close to filling a law suite over this because of the absolute bias treatment I revived which in NO way is NORMAL!Your office needs to put this woman on notice to waive her personal feelings and give fair UN bias service to everyone EVEN A WHITE MAN WHO IS UP FRONT AND WHO SPEAKS BOLDLY

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

Member was a victim of a scam and spent the fraudulent funds

As Ms*** participated in the scam by withdrawing funds and transferring them to a third party, there are no further steps for BECU to take in assisting herPlease see the attached response for further detailsThe original of this response is being sent to Ms*** via USPS at the address
she provided in her complaint

Review of *** *** calls to BECU indicate that this was an error of omission on the part of a representative who assisted him with his initial requestCoaching has been provided, and BECU apologizes to Mr***Please see the attached response for detailsThe original of this response
is being sent to Mr*** via USPS for his records

BECU has responded to Ms*** issues as raised in her complaint and now believe the matter is resolved. Please refer to the attached documentation.Suzie R**
Dear Ms***: We have received the complaint you submitted to the Revdex.com about the payments you made to your BECU Visa cardI have
researched the facts surrounding your claims and provide the following responseYou currently have a Visa card with BECU (***)However, it appears that over the years you reported the following BECU Visa cards as lost or stolen, which ultimately led to their closure(** *** *** *** You have also set up automatic payment of your various Visa cards through another financial institutionIt appears that when you reported the first Visa card (*** as lost, you did not notify the financial institution making the electronic bill payment on your behalf, as your resulting payments were posted to the closed accountBECU noted the misplaced payment and, as a courtesy, manually redirected it to the newly opened account (***)We also sent you a letter explaining what had occurred and requested that you contact your bill payment service and inform them about your current (correct) Visa card number (see enclosed letter dated April 18, 2012)We followed up with another letter regarding this same matter dated June 21, (enclosed)Subsequently, you reported Visa card number *** as lost but neglected to inform your bill payment provider that BECU issued a new card with a different number (***)Again, BECU noted the misplaced payment and, as a courtesy, redirected the payment to the newly opened Visa account (***}We followed up with a letter dated October 16, (enclosed} explaining what had occurred and requested that you contact your bill payment service provider and provide them with your current Visa card numberDoing so would ensure that your payments would be posted promptly and accuratelyOur business records indicate that you reported Visa *** as lost at some point and BECU issued you a new Visa (***}This is the card you currently useIt appears that you did not notify your bill payment provider about your new card number, so again, the payment you made did not get posted to the new credit card accountAs a courtesy, BECU applied your payment to the correct accountWe notified you of this fact by letter dated June 10, (enclosed)Beginning in December through February 2015, you made payments to an incorrect credit card number via bill payment, and although BECU was transferring the payments to the current card, you made less than the minimum payment• December minimum payment due $149.00/actual payment made $• January minimum payment due $145.00/ actual payment made $• February minimum payment due $169.00/ actual payment made $Under BECU's Credit and Security Agreement (the terms to which you agreed), you promised to make at least the minimum payment by the payment due date (Section 6(b))Failure to make such payment by the due date will place you in default of the Agreement (Section 9)An occurrence of default allows BECU to terminate or suspend your credit privileges (Section 10)This explains why your card was suspendedOur records indicate that we contacted you by telephone on January 29, for the purpose of informing you that your Visa payment was past dueHowever, the numbers you provided to us upon your application for membership were no longer working numbersSimilarly, our email dated January 29, went unansweredIf you had responded to our repeated requests, we would have been able to work with you to resolve this problemPlease note that it is your responsibility to provide your bill payment service with the correct account numbers from which payments are madeIn this way, you can avoid any delays in the posting of your paymentsAlso, in order to avoid being in a delinquent status, please make the minimum payment printed on your Visa statementFinally, BECU's records indicate that your last name is "***" but your signed the Revdex.com complaint as "***." Please contact us at *** at your earliest convenience so that we may update all of your information in our recordsAs a courtesy to you, we have reactivated your credit card (***)Please note, however, that you need to provide the financial institution that is effectuating your bill payment with the proper Visa card number (***) so that your payments are posted to the correct accountYou also need to make the minimum monthly payment, as documented on your periodic statement, if you intend to make purchases or obtain cash advances on your credit cardFailure to make at least the minimum payment will result in suspension of your cardWe believe that this matter has now been resolvedPlease contact BECU at *** if you have any additional questions and a member service representative will be happy to assist youSincerely, Suzie R** BECU
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

When BECU received this complaint, the issue in question had already been resolved, per the attached letter:
May 25, 2016*** *** *** *** *** ** ***Dear Ms***:Revdex.com File ID ***This letter is in response to your communication to the RevDex.com ("Revdex.com") dated May 18,2016, and received by BECU on May 24, In your communication, you state that BECU has not yetcompleted the required appraisal of the property you are purchasing.At the time that this communication was received by BECU, the appraisal had been received (May 23,2016)Appraisals are performed by a third party vendor; BECU records indicate that the appraiser whoperformed the initial inspection was incapacitated for a period of time, and had not had an opportunity toturn in the paperworkMortgage staff, particularly Loan Officer Kathy G*** and Manager John S***,made efforts to keep you, your husband, and your agent informed throughout the process.We value all of our members, and strive to provide the best service possibleWe apologize that thisexperience caused you frustration, and we appreciate your understanding as to the reasons for the delay.If you have any further questions, please do not hesitate to reach out to BECU directly at (206) 439-5700.Sincerely,
Elizabeth W***
Compliance Specialist