B E C U

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]

In reviewing Mr. [redacted]'s communication, it was found that a BECU error occurred. Please see the attached response for details. The 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, 2018. In your communication, you state that your first payment on your new Home Improvement loan was due three days after the loan was disbursed. You were assessed a $25.00 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 person. According to BECU's records, you requested that loan documents be emailed to you for signing on January 26, 2018. On February 12, 2018, the loan processor uploaded your loan documents signed the day before, and funded your Home Improvement loan ending 6209. 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 BECU. The application notes do not indicate that processor spoke with you to advise you that the original due date of February 15th was still in effect. We sincerely apologize for this error on BECU's part; this issue has been escalated to the appropriate leadership as a coaching opportunity. BECU's Consumer Loan Servicing department reversed the payment you made on March 1, 2018, and waived the late charge. The additional $25.00 you paid towards that charge has been reapplied to the principal of the loan balance. If you would prefer that $25.00 to be refunded to your checking account, please do not hesitate to contact BECU's Consumer Loan Servicing department at (206) 805-5519. You should see no negative credit reporting from this issue. Again, we sincerely apologize for the confusion and frustration that this has caused you. We 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

July 14, 2016
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.

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.

BECU has reviewed the issue described in this complaint. It 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, 2017. Please...

see the attached response for details. The original of this letter is being sent to Ms. [redacted] via USPS for her records.

This Line of Credit was suspended after the payment due October 15, 2015, was made more than 30 days past due.  BECU attempted to work with Mr. [redacted] to help him make the payment before 30 days' delinquency was reached.  An original copy of this response letter and enclosures are...

being mailed to the member via USPS for his records.

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.

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

BECU has provided all the documentation that Ms. [redacted] requested and believe this matter is resolved.Suzie R**BECU

Complaint: [redacted]I am rejecting this response because: I cannot honestly say this issue has been resolved due to the fact that BECU STILL OWES ME MONEY THAT I WORKED LONG AND HONEST HOURS FOR.
Furthermore, BECU is an ACCESSORY TO THEFT because the credit union has enabled one of their members to STEAL MY WAGES from me. While I was caught up in the bureaucratic process of obtaining a letter of indemnity, BECU notified the member that the member had my money in their account, which gave the member time to withdraw MY MONEY from THEIR ACCOUNT.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
* I never received 2 letters, let alone 1.
* Customer service was awful
* Letter was not sent via USPS as certified mail or I would have received it.
* NEVER RECEIVED a phone call to explain anything
* I am not asking BECU to pay the $50 balance, I am stating I want to pay it and have account CLOSED IN GOOD STANDING
* I have served 6 years in the US Army as a Military Police officer, have deployed to Iraq and I am quite well aware of what good customer service is and BECU is not living up to what they claim to stand for and supposedly represent.  When a person has an account for over 10 years and to be completely disrespected by a customer service agent is ridiculous and I will not let that go.  Also, when a person has had an account for over 10 years and to just close it without speaking to the individual, or doing more than a mere attempt in contacting an individual by a letter that the customer claims was never received is ridiculous. Just because a letter did not get sent back to BECU does not mean the client recieved it.  It could have went to a wrong address and a person could have thrown it away, it could have gotten taken, anything could have happened.  All I know is I NEVER received it.
* what if something horrific had happened and a customer of theirs ends up in the hospital, deployed, etc and yet they do not make any attempt into contacting that individual, they simply make 1 letter and call it good.  Yet when a customer states they never received such letter that is BECU's wrongdoing, they did not send the letter via certified mail, they did not call the individual and as a business they have to own up to what is their fault.
* A business's duty is to serve their customers and to assist their customers the best way they possibly can, try to work with them.  NOT shut them down and claim they are right and customer is wrong, that is awful business and awful customer service. 
* ALL I WANT IS SAID AMOUNT PAID (meaning by me as I have stated before) AND ACCOUNT CLOSED IN GOOD STANDING.  That is it.  I DO NOT EVER want an account with BECU.  I never claimed I wanted my account re-opened, that is the last thing I wanted.  I have a main account with USAA and their banking is superb. 
* BECU needs to own up to their mistakes, needs to accept the fact that how I was treated was awful and very disrespectful.  NEVER have I dealt with such poor customer service with any other bank before.
Sincerely,[redacted]

BECU has responded to Ms. [redacted] complaint, which is attached.Suzie R**
 
Ms. [redacted]
[redacted]
Houston, TX  77042
 
RE:      Complaint Filed with the Revdex.com (“Revdex.com”)
 
Dear Ms. [redacted]:
 
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 $25 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 2014.  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 $25.00 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**
Corporate Counsel

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. I want to particularly thank you very much for looking into this for me. I had a goodly number of contacts with BECU, a company which has been my bank for over a decade, on this and got nowhere.

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]

June 15, 2016
 
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

The transaction that casued the deficit balance in the account occurred in early January 2016.  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.

The Overdraft and Non-Sufficient Funds fees that were assessed to Mr. [redacted]'s account were not related to the hold placed by Hyatt for the $274.73; rather, they were assessed as other items that Mr. [redacted] preauthorized cleared the account while the hold was in effect.  BECU has reversed three of...

the NSF fees as a courtesy; please see the attached letter for full details.  The original of the complaint response is being sent to Mr. [redacted] via USPS and contains the Account Agreements booklet as referenced in the letter.

BECU apologizes for the frustration that Mr. [redacted] experienced. Please see the at[redacted]ed response to details, the original of which is being sent o Mr. [redacted] via USPS for his records.Revdex.com File No. [redacted]This letter is in response to your communication via the Better Business...

Bureau (“Revdex.com”), received by BECU on September 10, 2017. In your communication, you state that you visited BECU’s Everett Financial Center (“EFC”) on September 8, 2017, with the intent of establishing membership for your corporation. You state that after significant time spent at EFC, you were told by BECU staff that the documentation you provided did not meet BECU’s requirements for establishing a business membership.In addition to this communication via the Revdex.com, leadership in BECU’s Retail and Small Business Services divisions have reviewed your email correspondence with two of the representatives assisting you, as well as the review you posted on Yelp on September 9, 2017. Upon further review of the copies of the documentation you provided on September 8, 2017, the determination has been made that these documents will suffice to establish your business membership, should that still be a course you wish to pursue. BECU apologizes for the frustration that this issue has caused you, and acknowledges the time spent determining whether the documentation provided would suffice. However, we do ask that, in the future, you endeavor to treat BECU employees with respect and courtesy. Sandy S[redacted], senior manager at EFC, has attempted to contact you both by telephone and email to discuss the matter further with you. If you wish to continue the process of establishing a business membership, please contact her directly to set up an appointment by calling [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.

BECU fulfilled the obiligation to notify Ms. [redacted] of the balance in her account and any pending action that would result from failure to resolve the deficit in the account.  As stated in my initial response, the best way for Ms. [redacted] to pay the balance in question would be to reach out to the Loan Loss Recovery department directly.  Contact information is provided again in the attached response.