B E C U

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, *** ***

BECU's records indicate that Ms*** was made aware of her liability for proceeds from a fraudulent item. Please see the attached letter for details. The original of this response is being sent to Ms*** via USPS
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Subject: Re: complaint #[redacted]HI,I'd like to report that the business, BECU contacted me and resolved the issue.Thanks

Per the Account Agreements booklet provided to BECU members, Ms. [redacted] is liable for a check that is returned unpaid after being depsoited to her account.  Her use of the funds left a deficit in her account when the check was returned by the paying bank.  Ms. [redacted] states that BECU...

should have placed a hold on the item until it was verified; however, there was no reasonable cause to place such a hold.  An original of the complaint response is being mailed via USPS, and includes copies of the Mobile Banking Terms and Conditions and the Account Agreements booklet.

Complaint: [redacted]I am rejecting this response because:
I don't believe the statement in BECU's attached June 22, 2016 letter reading "The Overdraft and Non-Sufficient Funds (NSF) fees ... were not the result of the $274.73 preauthorization hold placed on your debit card ..." is a true representation of what happened.  Clearly, if it were not for that $274.73 preauthorization, which was a mistake made by the merchant, there would have been no fees whatsoever, regardless of the order in which the charges appeared on my account.  The order in which the charges appeared is irrelevant.  The order in which charges clear is what in my experience costs me a lot of money in overdraft fees if I make a mistake and swipe the wrong card at the grocery store, for example.  Only the $274.73 preauthorization never did clear.
I am **withdrawing** the complaint because the Hyatt hotel refunded the remaining $150 in overdraft charges that I felt was wrongfully charged me.  I complained about both BECU's overdraft fee policies and Hyatt's error, hoping that one of them would refund the remaining $150, and Hyatt's management decided to pay the $150 and apologize for the error, stating something similar to (from recall) "please believe that this is not the Hyatt standard."  Hyatt also offered me a certificate for a night's stay good for approximately 12 months.  I got denials there was a problem from BECU management. I have to say I prefer dealing with Hyatt in the future.
Sincerely,
[redacted]

This letter is in response to your communication to the Revdex.com of Western Washington,dated March 31, 2016. 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-insured. You 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 members. After 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 review. While 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 BECU. The 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, 2015. 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, 2016. 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, 2015. 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 $1191.00. 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$601 .00; a refund of $590.00 to the principal of the auto loan has been processed effective April 5, 2016.There are two way to pay the remaining $303.25 of the $601.00 premium: you may pay in a lump sum tobring the loan payments back to a minimum of $344.66 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 issue. For further questions

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. Sincerely, [redacted]

All of the documents and fees related to the prior name change were provided. BECU admitted to me they could not figure out how to finish it. This is what prompted my early payoff. At no point then or afterward has BECU stated a paper title was generated. 
My address in November 2014 was an address in [redacted], Washington. I possessed a locked mailbox at that address. No title was ever received there. I also possess a locked mailbox at my current address in [redacted], Washington, which BECU has on file. No title has ever been received there. I have no history of lost or stolen mail at either address. It is inconceivable that I somehow receive all of my other mail, including other mail from BECU, but not this mail. As 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 sent. I specifically inquired about this on May 23, 2016 to BECU employee Daryl G[redacted]. He, in front of someone else, reiterated to me multiple times that a paper title had never existed or been generated for the car. He indicated all attempted releases by BECU to DOL were made electronically. This 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 case. Mr. G[redacted] will verify this conversation. 
BECU has not provided a DOL form title release. However, Mr. G[redacted] did provide a letter confirming my payoff. DOL has only indicated it "may" accept the non-standard form. To date, BECU has never issued a title to me nor a formal release of interest. Even 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 vehicle. Because it takes 3-6 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.

BECU has responded to Ms. [redacted] allegations in the attached letter provided as an attachment.Suzie R**BECU
 
[redacted] Revdex.com Complaint Response
September 29, 2015
 
Dear Ms. [redacted]:
 
We have received the complaint you submitted to the Revdex.com regarding your request for a home...

equity line of credit.  In your complaint, you allege that BECU misled you into applying for a home equity line of credit by stating that any rental income you obtained would be used to determine your qualification for the loan.  You also state that even though you had a lease between you and your tenants, BECU still denied your request and now your credit score is impacted.  I have researched the facts and provide the following information.
 
BECU’s business records indicate that although you stated that you were renting your property, we would have to order an appraisal.  The reason we required an appraisal was because the property was unique in many ways (e.g. it had a view, among other things).  The conversation between you and the BECU representative indicates that you were not pleased with BECU’s determination that an appraisal would need to be ordered, because you did not believe an appraisal was necessary.
 
Additionally, it is BECU’s policy and practice not to simply acknowledge rental agreements as proof of income unless supported by tax returns.  As a result, any rental income you obtained from your tenants was not factored into the underwriting process.
 
However, please note that one of the main reasons that your home equity loan application was denied was not about the receipt or lack of receipt of rental income, but rather, because BECU could not determine the property’s value.  Since the property would be used to secure the underlying debt, an appraisal was necessary.
 
Second, when the underwriters reviewed your loan application, we determined that your debt-to-income ratio (based on your verbal estimate of your income) did not meet BECU’s requirements upon which to qualify you for a home equity line of credit.  As a financial institution, BECU is required to conduct safe and sound lending practices, and one way in which to do that is to determine if applicants’ debt-to-income ratios are within prescribed limits.
 
Regarding your request that BECU adjust your credit score as a result of your denial, BECU is required to comply with the Fair Credit Reporting Act, which means that we must provide complete and accurate credit reports to the credit reporting agencies.  BECU did not report a credit denial on your credit report.
 
We regret that you are frustrated by BECU’s processes and communications.  In order to remediate any negative feelings you have about the Credit Union, we are willing to designate a point of contact for you so that you may better understand our requirements for processing home equity lines of credit.  If you are interested, please contact Steve J[redacted], Manager of Consumer Loan Underwriting at [redacted], ext. [redacted] if you would like to discuss further options for you if you are still interested in obtaining a home equity line of credit from BECU.
 
Sincerely,
 
Suzie R**
Compliance Department

Please see the attached response for an explanation of the mortgage payment from Mr. [redacted]'s account. This 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 22,2016. In your communication, you state that BECU withdrew an additional mortgage payment after yourloan was paid off. As of the date you submitted your communication, you state that BECU has failed toreturn the funds to you, despite numerous requests. You 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, 2016. On that date, you contacted BECU by phoneto request cancelation of your automatic mortgage payment for the month of November. As 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 $1,869.43 drafted from your BECU checking account asscheduled. Cenlar also received the loan payoff from the other institution on this date; these funds wereapplied to your mortgage loan. You contacted Cenlar directly by phone on November 10th and wereadvised that submitting the request to return funds would take one business day to process. As Friday,November 11th, was a Federal holiday, the request for the return of funds started on Monday, November14th. Please 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 check. You stated that you were advised by the previous representative that the funds would beelectronically deposited to your account. If this process was miscommunicated, we apologize. Yourinteractions 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 approved. A refund of $733.95was also approved for the amount remaining in your escrow account, which will arrive as a separatecheck. These 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 $1 ,869.43 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 possible. Your interactions with BECU staff willbe escalated to the appropriate leadership for review. For 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

A review of Mr. [redacted]'s statements indicate four missed payments in 2017. His automatic payment for the Visa credit line was removed in December 2016, per his communications via BECU's Message Center in his online banking profile; all payments in 2017 were made proactively by Mr. [redacted] or the...

co-owner of the Visa. BECU's Loss Management department notes indicate that three past due notices were mailed and six phone calls were made to Mr. [redacted] and the co-owner of the Visa before the credit line was revoked. This credit line cannot be reopened; Mr. [redacted] is welcome to apply for a new credit line. A copy of this response has been remitted to the CFPB, and the original is being mailed to Mr. [redacted] via USPS.

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

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.  I have previously withdrawn my complaint because Hyatt refunded the amount charged me (even though I rejected the BECU response simply because I didn't agree with it).  I can't see BECU's response at this writing to quote from it word for word. but I agree that the complaint has been resolved and is no longer at issue.  Revdex.com, thank you for your assistance in getting the merchant's attention.Sincerely, *** ***

We are responding to Mr. [redacted] complaint via this online portal.  Since we have provided additional documents (gift card plus disclosures) with the response, I have mailed the response to Mr. [redacted] home address as well.
RE: Complaint Filed with the Revdex.com ("Revdex.com") Dear...

Mr. [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your experience trying to obtain a replacement BECU debit card. I have read the allegations in your complaint and have researched the facts. Our records indicate that you contacted BECU on or around March 5,2015 via BECU's Secure Messaging portal informing us that your wallet, which included among other items, your BECU debit card, had been stolen while you were visiting Chile. You requested that BECU send you a replacement card while you were still in Chile. BECU relies on a third party processor to issue and distribute debit cards in most instances. If our member is physically able to visit one of our Neighborhood Financial Centers, then BECU staff can issue both the card and the PIN simultaneously. However, since you were out of the country, this option was not available to you. In your case, BECU requested its third party processor to issue your replacement debit card and PIN. This third party processor's security policy requires that the debit card be mailed separately from the PIN. Unfortunately, in your case, our third party processor has been unable to verify if the card and PIN had been sent to the address you requested them to be mailed, as the processor did not retain a tracking number to document and verify that it had been sent. We are following up with the processor regarding this lapse to ensure that our internal processes address and remediate this scenario for others in the future. Our notes indicate that when you contacted us again sometime around March 15, 2015, you still had not received the debit card. You were frustrated by the delay. We offered to send you funds via [redacted]. We also offered to waive the fees for this service in light of your situation. You rejected our offer, and informed us that it was too late, as you would be leaving that location in Chile.
We regret that your experience was unpleasant. We are using your experience as a review of BECU's processes to determine if changes to our processes are warranted. We value you as a long-standing member of BECU and want you to know that it is our mission to provide quality service to our members. Sometimes we make mistakes and for this we apologize. Please accept the enclosed $100 gift card as consolation for your situation. We hope that you give us the opportunity to do better next time. Sincerely,
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Upon receiving Ms. [redacted] communication, a search of records showed that BECU had not received a copy of her Affidavit.  A specialist in Item Processing reached out to Ms. [redacted] directly to begin working on her forgery claim, and a review of processes is being conducted.

Dear Ms. [redacted],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 2015. You stated that youhave never received this payment. You 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 time. This noticealerted you that effective with the July 1, 2015 due date, the payment would increase.
• June 25, 2015-A partial payment of $1140 was received and applied toward the July 1, 2015payment. As the funds were not sufficient to satisfy the payment amount of $1360 that wasdue, the payment was initially placed into suspense. BECU later applied the funds to satisfy theJuly 2015 payment by shorting the amount that was required for the escrow account.
• July 23, 2015-A partial payment of $1140 was received. As 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 curtailment. August 27, 2015-A payment of $1140 was received. This wasconsidered a partial payment, and was placed in suspense, as it was not sufficient to satisfy thepayment amount of $1360 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 loan. As of the end of the business day on February 19, 2016, the $1140from that check will be applied to satisfy the February 2016 payment by shorting the amount paid toyour escrow account. In addition, the late charge of $40.54 will be waived for the January 2016payment; late charges that were assessed prior to the completion of the loan assumption were waivedon January 4, 2016. BECU has not reported a late payment to the consumer credit bureaus.
BECU strives to provide excellent service to all of our members. We apologize for any inconveniencethis caused. We 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) 812-5379.
[redacted]please see attached[redacted]

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

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]

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.
Sincerely,
[redacted]

BECU mailed Mr. [redacted] with three notices to provide the required insurance agreed to in the loan documents.  The $945 premium that remains on the loan is reflective of the period during which there was no insurance on the loan collateral.  A copy of the response letter and its...

enclosures is being mailed via USPS.