B E C U

BECU is working with the merchant to file a chargeback.  We will keep you informed of next steps.  See attached response.Suzie R**
Mr. [redacted]
[redacted]
Lakewood, WA  98499
 
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 merchant. Customer 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, [redacted], acts as an agent on behalf of BECU, the principal. 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.  After speaking with [redacted], 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**
Corporate Counsel

Complaint: [redacted]I am rejecting this response because:
1. 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 service. As 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 Ms. R** (from BECU) is indicating that after denial of chargeback right from [redacted], BECU intervened and ask [redacted] to attempt chargeback. Well we got the credit of $71.90 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 result. This has cost us lot of time and energy not to mention emotional distress and BECU is responsible for all of it.
4. 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 no. address that is based in FL. They 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 out. We feel deceived. 
Sincerely,[redacted]

Review: On 5/29/2014 we purchased a 2014 Chevrolet Silverado P/u from [redacted] in Aberdeen. We transferred the Insurance from the vehicle we traded in to the new truck. It was 3 days later when [redacted] found financing at a lower interest rate. We have since received three notices from BECU that we were not insured. The last one that came was a "Notice of Collateral Protection Insurance". The coverage period was from 06/02/2014 to 06/02/2015. The premium cost was $6489.00. For one year, I think that amount is excessive. I called and talked to the Manager of BECU and finally got it straightened out (I hope). I told [redacted] at BECU that I wanted a letter stating that we no longer owe the $6489.00. We have yet to receive that letter. We have received phone calls from them wanting us to change our accounts to them. We live in Hoquiam, Wa. Why would we want to bank in Tukwila.

Product_Or_Service: 2014 Chevrolet Silverado crew p/u

Account_Number: XXXXXXXXDesired Settlement: DesiredSettlementID: Other (requires explanation)

We would like a letter from them stating that we do not owe and will not owe the $6489.00 ASAP.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/21) */

August 21, 2014

Revdex.com Complaint # XXXXXXX

Mr. [redacted] financed an auto loan with BECU in early June 2014. On June 28th, we notified him by letter (attached) that the vehicle was not insured (for the purpose of protecting BECU's collateral, as the vehicle served as the security for the loan).

We did not hear back from Mr. [redacted] and, as is BECU's practice, followed up with two additional letters informing him that the vehicle needed to have collateral protection insurance ("CPI"). Please see attached letters dated July 2 and July 16. Finally, in the letter dated July30, we informed Mr. [redacted] that his loan agreement with BECU required him to purchase CPI and that if did not respond to our request within five days to provide insurance, we would purchase it for him at a cost higher than what his insurance company would charge him. We did not hear back, so on August 4, we purchased CPI and added the cost to the loan balance.

Mr. [redacted] subsequently purchased CPI so we canceled our policy and informed Mr. [redacted] of this fact on August 13, 2014 (see attached letter). Therefore, we believe this matter has been resolved.

Sincerely,

Compliance Dept.

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Review: I used BECU's home loan department loan application process to apply for a loan however the process has become faulty due to the fact the website has been plagued by the online loan application steps. Somewhere during loan application steps, it gets to the stage where it checks for a credit check retrieval and page will sit there forever. Problem existed when I first time apply for home loan back in jun/11/2012 and after more than a year later, I went through same application process and the online application webpage hangs at the exactly same spot where it is retrieveing the credit information about applicants. This signifies BECU's lack of quality and responsiveness to their customer complaints and should be resolved. As a result, I had to call their customer service to finish the loan process which incurs me an additional time, stress and effort. Desired Settlement: 300$ for additional unnecessary time, effort involving calling customer service representative to finish the loan process because of their faulty web design.

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/18) */

November 14, 2013

Revdex.com Complaint # XXXXXXXX

To Whom It May Concern:

We are in receipt of [redacted]'s complaint to the Revdex.com regarding his frustrations using BECU's online mortgage application process. I have researched the facts and provide the following response.

Our business records indicate that [redacted] applied for BECU mortgages on three separate occasions via the online channel (June 9, 2012, June 11, 2012, and again on June 11, 2012). The reason he was not able to receive his credit reports is that, at the time he initiated the online application process late in the evening, the site was down for system maintenance. When that happens, the applicant receives the following message: "Our automated credit report retrieval has not completed. This page will automatically update once the results are received. If this page does not forward automatically within the next two minutes, please click the Help button below to contact us for assistance." This explains why his application "hangs." Unless [redacted] contacts BECU at this point for the purpose of ordering the credit report, his application will not be processed. It appears that [redacted] did not contact BECU.

On August 11, 2012, [redacted] again initiated a mortgage application via the online channel. He initiated the application when the system was down for maintenance, so he received a message asking that he contact BECU. He contacted BECU and we were able to order a credit report the next day. His application was therefore complete. We then disclosed the loan terms. Originally, [redacted] intended to purchase property for primary use (owner-occupied). He then decided to purchase the property for investment purposes. Therefore, since the use of the property had changed, the underwriting standards also changed. After that there was additional communication between BECU's loan representative and [redacted]. On September 10, 2012, [redacted] requested that the application be put on hold while he made up his mind about the purchase. BECU's loan representative contacted [redacted] on November 20, 2012, but he did not call us back. As a result, BECU canceled [redacted]'s application because the credit report became stale and we could no longer rely on it for purposes of extending him a loan. After notifying him that the loan was canceled, we did not hear from [redacted].

On October 19, 2012, [redacted] again initiated a mortgage application (for the purchase of investment property) via BECU's online channel. This time, because he used the site when it was not down, we were able to generate a credit report and therefore, we began the underwriting process and generated the requisite disclosures. BECU contacted [redacted] on October 22, 2012 and he responded "please let me look at my application and get back to you." We did not hear back from [redacted] until January 23, 2013 when he responded via email that he had terminated his search for a home and would be in touch with BECU soon. That same day the BECU loan representative sent [redacted]'s mortgage file to the underwriting department and the underwriters declined the loan for lack of adequate reserves (meaning that the borrower had insufficient assets remaining after closing). As required by law, BECU sent [redacted] a denial letter.

On November 6, 2013, [redacted] initiated another mortgage loan via the online channel BECU generated an error notice and requested that he contact us. [redacted] called BECU and conveyed his frustrations with the application process. A BECU loan representative corrected the error [redacted] had incorrectly typed his address) and BECU generated a credit report. We then informed [redacted] that he could complete the online application process. Two days later, on November 8, 2013 BECU sent a courtesy e-mail reminding [redacted] to complete his application. On November 9, 2013, [redacted] completed the application process via the online channel. We submitted the application for underwriting and generated the requisite disclosures. Our records indicate that [redacted] viewed the disclosure and since that time period, we have no additional information to report. At this point, if [redacted] is still interested in purchasing a property, he will need to find one that is suitable for his needs as this loan remains in a "To Be Determined" status.

Legal Department

Review: Loan number XXXXXXXXXX

[redacted] and [redacted]

PMI removal ordeal

I have never been treated like this by anyone I am doing business with. I have all dates and names of people who did not do what they say they would do if you choose to verify.

I called BECU on 10/18/12 and talked to [redacted] to start the PMI removal process. I was given a number and told to fax the request which I did on 10/22/12.

I called BECU on 11/9/12 and left message that I had faxed the request and wanted an update.

I called BECU on 11/14/12 and talked to [redacted] to find out what the status was and was told I was not over 2 years on the loan which was 12/9/12 they said they sent me a letter that I never got and would have a PMI Specialist call me who never did.

I called BECU on 1/7/13 and [redacted] who told me to refax request now that loan was over 2 years old. I refaxed on 1/8/13

I called BECU on 2/22/13 and talked to [redacted] who said my second request from 1/8/13was never logged in and they had no record of it. I explained that I had proof it was received as my wife works for a government agency that does business with Boeing. He asked me to fax the transaction journals showing they were received . These were faxed to him on 2/24/13.

I called BECU 2/26/13 and talked to [redacted] who said the re-fax was forwarded to the PMI department and they would call me in a day or two. They never called.

I called BECU 3/8/13 and talked to [redacted] who said it was escalated. I asked what it takes to get PMI removed and she gave me the same info from the letter I finally received in January 2013 that used the numbers and LTV from my original loan of 12/10/10 over two years before. I explained this to her and she said I could order an appraisal. I explained that I had already done so but nobody ever called me. I then asked to talk to a supervisor. I talked to supervisor [redacted] who was very apologetic and said she would talk to the PMI department and call me back. She never did call me back.

[redacted] from BECU called my wife's work number on 3/11/13 and left a message that he would like to help us with our mortgage needs.

I called BECU on 3/12/13 and talked to a [redacted] who said I needed to escalate it. (I was thinking doesn't anyone there even look at our file?) I explained that I already had escalated it before. He then said I needed to talk to a supervisor. I said I already had. He tried to supervisor [redacted] to the phone but could not. I then talked to a different supervisor [redacted] who said she could not understand why this was happening either. I asked her about all of the extra PMI payments and the appraisal fee she asked me to send. I explained nobody had ever asked me to mail it in. She said she would see what they could do for me. She said I would need $18000 cash if my home appraised at $332,000.

She said she would look into it and call me back. She called back and left me a message that she would call me tomorrow about removing the PMI. She never called back.

I mailed the appraisal fee of $450 on 3/14/13 to the address the supervisor [redacted] gave me.

I had the appraisal done on 4/5/13 which was completed on 4/8/13. It appraised at $360,000.

I called the appraiser on 4/19/13 who said he could give me no information but gave me a number to call for a company called LSI. I called LSI and they had me call BECU.

I called BECU on 4/19/13 and talked to [redacted] I asked for the appraisal amount. She said she did not have it but the PMI removal date was effective April 18th. I then asked to talk to supervisor [redacted] I had spoken with before and was told she was in a meeting. This person sent her an email that I wanted the appraisal amount and the appraisal itself mailed to me and to call me. I never got the appraisal amount, the appraisal, or a call back.

Received a letter 4/29/13 that PMI was removed effective my June payment.

I called BECU on 4/29/13 and talked to a [redacted] who had me explain everything again. I also requested the appraisal again. She had me talk to a different supervisor [redacted] who said he would have the other supervisor [redacted] call me. She called me and left me a message as I missed the call. I called her right back in less than 5 minutes. After being screened I got her voice mail. I left her a message that none of this was my fault and I was not happy.

I called BECU on 5/2/13 and talked to supervisor [redacted] and asked for a third time for the appraisal. She said they were working on some sort of resolution for me and would call me tomorrow. Of course she never did.

I called BECU on 5/6/13 and talked [redacted] and was transferred to supervisor [redacted]. voice mail. I left a message asking again for the third time for the appraisal to be sent to me and what was the amount.

On 5/7/13 PMI department emailed the appraisal to me.

I called BECU on 5/10/13 and talked to [redacted] who transferred me to supervisor [redacted] P voice mail. I left a message asking the supervisor why she never calls me back after she says she will.

On 5/10/13 supervisor [redacted] P called me back. She said she escalated to the manager of the PMI department. She said either the manager of the PMI department or she would call me back no later than 5/14/13. Nobody called me.

I called BECU on 5/16/13 and talked to Lynne who transferred me to [redacted] P voice mail. I left a message for the supervisor [redacted] P asking why she did not call me as she said she would.

I called BECU on 5/20/13. I left another message for the supervisor [redacted] P to call me. I received a voice mail from the supervisor [redacted] P that the PMI department was cutting me a check for $96.00 today and that was all they would do. I never got a check or a call back as usual.

I called BECU on 5/20/13. I explained to the supervisor [redacted] P that this would not work for me. She said she would escalate to a manager higher up and call me. I am still waiting on this call back as well.

Towards the end of all of this a mortgage broker that I have used 5 or 6 times in the past called me. Being totally disgusted with BECU I had her proceed and was approved in less than a week at a much better deal than I had with BECU.

I still have another house, two autos, and a credit card with BECU. Payments are all on auto deduct.

Had one single person from BECU called me as they said they would none of this would have happened. If the PMI department had called me back as I was told they would I would have sent the appraisal fee check as instructed.

I would not have made $579.60 in additional PMI payments. If I had known I would be treated this way I would have just refinanced away from BECU and not had the $450 appraisal fee to remove PMI that I no longer was required to have. I also would have never even looked to refinance away from BECU.

The way I see it, I am owed an apology and a refund of the PMI and appraisal fee for a total of $1029.60

This in no way compensates me for the time, grief, or dead phone batteries. I would also like to know what steps [redacted] be taken so that another BECU member in good standing never has to go through this again.

Desired Settlement: $1029 for the money I paid due to nobody including supervisors doing anything they said they would do. They would not even respond to an email that I sent to them directly at the Tukwila branch. The way they treated me is not acceptable for any business.

Business

Response:

Initial Business Response /* (1000, 6, 2013/08/15) */

[redacted] Revdex.com Complaint Response

Case # XXXXXXXX

August 15, 2013

First and foremost, BECU regrets that [redacted] had a less than optimal experience with BECU. We would like to offer an apology if any of our representatives made him feel like he was not a valued member. We take member service seriously and expect our representatives to address members professionally, courteously, and timely. We will make sure that our representatives are reminded of the importance of member service.

We appreciate that [redacted] took the time to provide a comprehensive summary of his concerns. I will address them now.

BECU has determined that there were delays associated with [redacted]'s request to remove the private mortgage insurance ("PMI") on his BECU mortgage loan. Ultimately, the PMI was removed at a later date than expected. As a result of these delays, we refunded two monthly PMI premiums that [redacted] had already paid. The monthly premium amount was $96.60. Furthermore, as a courtesy, BECU refunded $450.00, which constituted the appraisal fee that he paid to BECU. [redacted] received $643.20 from BECU. BECU notified him of this fact by letter dated July 22, 2013 and enclosed the check.

We cannot honor [redacted]'s claim for reimbursement of $1,029.00 because this amount had no bearing on the delay.

Sincerely,

Legal Dept.

Final Consumer Response /* (4200, 12, 2013/09/02) */

(The consumer indicated he/she DID NOT accept the response from the business.)

If [redacted] would read the initial complaint she would see that I received the November 1st letter in January 2013 as I stated. She states that neither conditions 1 nor 2 apply for my PMI removal. She is incorrect as number one did apply as proven by the appraisal. Number 2 applied on December 10th when the loan became 2 years old as per their numbers given to me and my original loan documents. She claims my PMI was removed on April 22nd which is also incorrect. It was removed after my May 2013 payment that had PMI in it. [redacted] also states that I received payments totaling $739.80 which is also incorrect. If she would read the complaint she would see that on 5/20/2013 I talked to [redacted] P. who said I was to get a check for $96.60 which I stated in the original complaint I never received. If she disagrees I am sure she can provide a check number and proof that I cashed is as she works for BECU. All I have ever received is the check for $643.20 received in a Fedex on 1 August 2013. I have not cashed this check.

[redacted] would rather state misinformation as fact than look into the actual case as to what really occurred. Just perpetuates the treatment I have received all along. Just pathetic.

Let's say I agree to PMI reimbursement from January through May even though my loan was 2 years old on Dec 10th 2012. Take my original Request of $1029.60 minus $96.60 for December and I am still owed a total of $933.00 of which I have a check for $643.20 that leaves a balance due me of $289.80 using numbers she agrees to.

Please send me a check.

Final Business Response /* (4000, 10, 2013/08/26) */

August 26, 2013

Revdex.com Complaint #XXXXXXXX

BECU Second Response

BECU has refunded [redacted] a total of $739.80 on two separate installments. As we stated in our earlier response, [redacted] is responsible for the remaining $289.80 because this amount had no bearing on the delays he experienced regarding removal of the private mortgage insurance.

In a letter dated November 1, 2012 (attached), BECU explained that [redacted] was not eligible to cancel his private mortgage insurance. Because [redacted]'s loan was sold to Fannie Mae, Fannie Mae's requirements apply in this case. In order to approve the removal of private mortgage insurance, Fannie Mae requires either: (1) that the principal balance of the loan must reach 80 percent of the original value of the property; (2) the loan must be at least two (2) years old at the time of the request to remove private mortgage insurance; or (3) the current loan-to-value ratio must be 75 percent or less. Loan-to-value ratios are obtained by dividing the current property value by the current unpaid balance on the loan.

In [redacted]'s case, neither conditions #1 nor #2 applied in his case; therefore, BECU could not remove the private mortgage insurance at the time he requested. By our calculations, [redacted] would not have been eligible to remove the private mortgage insurance until January 2013. Ultimately, BECU removed [redacted]'s private mortgage insurance on April 22, 2013. By our calculations, [redacted] was eligible for a refund of three months' payment of private mortgage insurance (February through April), which we have already refunded. As a courtesy refunded the $450.00 appraisal fee that [redacted] paid to BECU. To date, [redacted] has received a total of $739.80 in refunds.

BECU will not refund any additional amounts because to do so would create a windfall to [redacted] did not qualify for removal of the private mortgage insurance at the time he initially requested.

BECU considers this matter resolved.

Sincerely,

Legal Department

Review: On Sunday morning 11/16/14 I woke up and discovered my car window smashed in outside my home, with my wallet stolen from the car. I of course do not keep my wallet in my car normally but it had falled out of my purse the night prior and did not realize. I filed a police report with Snohomish County PD. Then I called BECU and reported my card as stolen/closed the card. The person from the call center I spoke to told me to call on Monday to file the fraud paperwork and order a new card, and that she had turned off the card. There were 3 fraudulent transactions that I could see in my online banking from the debit card that was stolen.

On Monday 11/17/14 I went to the new Bothell location on my lunch break to get a new card and fill out the fraud paperwork. [redacted] I believe her name was told me 'these are usually handled in 48 hours'. A few days pass and I don't hear anything, I call and they say 'because it required a pin, the investigation takes 7 to 10 days'. It's now been 2 weeks and the 3 fraudulent charges totalling ~$300 has not been credited back to my account.

I'm assuming it's taking this long because it was a debit card ATM withdrawal which requires a pin. I have the police report saying my car was broken into and wallet stolen, I have my[redacted] CC that had fraudulent charges too, I don't know what else to do to show that this was legitimate fraud. I can't just go into the stores and ask for the security camera footage to prove it was a thief. I switched banks to BECU for BETTER customer service, which is not what I am getting. I understand taking a while to conclude an investigation, but why not call a 'valued member' to follow up? FOURTEEN DAYS during the holiday season missing $300...that's not okay.Desired Settlement: The 3 fraudulent ATM charges refunded immediately and an apology for lacking attention to detail and sense of urgency.

Business

Response:

Initial Business Response /* (1000, 5, 2014/12/09) */

Revdex.com Complaint #XXXXXXXX

December 9, 2014

I have researched Ms. [redacted]' claim regarding her stolen BECU debit card and her request that BECU credit her account for the three fraudulent transactions that she reported. We understand the Ms. [redacted] is upset that BECU did not credit her account immediately. I have checked the status of her Ms. [redacted]' Member Advantage Checking Account and as of December 1, 2014, BECU has credited the account $306.00.

It does not appear that Ms. [redacted] overdrew her account between the time she reported her card stolen and the time it took to deposit the funds in her account, so no overdraft fees were incurred and therefore, no overdraft fees need to be refunded.

We thank her for bringing this matter to our attention and trust that this issue has been resolved.

Sincerely,

Compliance Dept.

Initial Consumer Rebuttal /* (2000, 7, 2014/12/10) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: While adding an addition to my driveway, the workers scraped new siding that I had put on just 2 months ago. There are now 2 separate damages to new vinyl siding. These damages are clearly the markings of frontloader bucket. I have tried repeatedly to have [redacted] of Big B and Sons to meet with me and see damages. He says he will be here and doesn't show. Have called main business phone and nothing but a recording saying that [redacted] isn't available or in the office.Desired Settlement: I would hope that [redacted] would contact me and we could reach a settlement. I want [redacted] to see the damage and hopefully come to a reasonable settlement together. Bad business results to no customers.

Business

Response:

We have talked to customer and are going to reach a settlement.Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I have not heard from [redacted] since Sept. 19. He suggested that he has someone that can fix my siding. I do not know if this person is reputable or not. Being that my siding is brand new I am not so sure of this resolution. Also, since [redacted] has waited so long to contact me the sealant on driveway is chipping and peeling off. Regardless, I have not heard from [redacted].

Regards,

 %3

Business

Response:

I [redacted] will contact Mrs. [redacted] for repairs needed to driveway.

Review: I wanted to pay my new auto loan. BECU does not allow for direct on-line payment from an outside account to my BECU auto loan. So, I transferred funds from my verified outside checking account on 10/10/13. The money was debited from my external checking account on 10/11/13. BECU's webpages does stipulate that it may take 2-4 days for the funds to post to my BECU account. While I am familiar with this idea, I have never had a verified account take that long to post the funds after the funds have actually be debited from another account (ie not pending), 1 business day seems reasonable (but still totally unwarranted, since the money transfer immediately from one account to the other). So, I e-mailed them to verify that there was no way to for me to directly transfer funds from my external account to my auto loan. They said no, I HAD to transfer to my BECU savings account and then I HAD to wait for the funds to post and then transfer from my BECU savings account to my BECU Auto Loan. This is a totally annoying and unnecessary step. So, I checked back regularly from the 11th to the 23rd and the funds had still not posted to my savings account (MANY days longer than the 2-4 days that they claimed it would take). Then I wrote them a nasty e-mail today, stating that I would be contacting the Revdex.com and the AG about them hijacking my money. The only reason I can see that they would do this, is so they could charge me a late fee on my loan payment, which was due on the 10/13/13, but there is no late fee associated with it until it is 10 days late, which would have been 10/22/13. Immediately after I wrote the e-mail to BECU, and I was in the middle of composing this complaint, I see they have finally released my funds. I still don't understand how they could have held my money hostage for 13 days from the date that it was actually debited from my other account. Well this is strange, I just logged back into my BECU account to make the transfer from my BECU account and it went from an available balance of $500 (the amount I deposited) to $36.53. Desired Settlement: I would like protection from them charging me a late fee with their shifty business practices and I worry that the same is happening to others. I also, want to be able to perform an external transfer directly from external checking account to my auto loan (I think they purposely make this overly difficult). Finally, I would like my funds to be available from my verified account immediately proceeding when they are electronically withdrawn from my external account (not when the funds are pending, but after they have posted). Otherwise, basically they stole my money for 13 days and did whatever they wanted with it and I don't understand how that could possibly be legal.

Business

Response:

Initial Business Response /* (1000, 7, 2013/11/12) */

Revdex.com Case # XXXXXXXX

[redacted] Complaint Response

November 12, 2014

BECU is in receipt of [redacted]'s complaint to the Revdex.com regarding her frustration with the external transfer process. On October 11, 2013, [redacted] initiated a transfer of $500 from her [redacted] account to her BECU savings account. We informed [redacted] that transfers from other financial institutions can take between two to five business days to settle. [redacted] references the fact that since she is making transfers electronically rather than via paper (e.g. writing a check) that the funds should settle immediately.

We wish to clarify that regardless of the manner in which a person transfers funds from one institution to another, the check clearing process remains the same. That is, BECU must wait for the funds to clear or settle and this process cannot happen instantaneously.

Our records indicate that BECU's member service representative communicated with [redacted] electronically on October 15, 2013 and explained the process to her in detail. Specifically, the member service representative explained to her that the transfer has to pass through the Federal Reserve's automated clearing house ("ACH") before being finalized.

We also informed [redacted] that her auto loan is due on the 13th of each month. As a result, we advised her to initiate the transfer process well in advance of the payment due date since the banking process takes between two to five business days to complete. The member service representative also advised [redacted] that her external transfer posted to her BECU savings account on October 16, 2013, three days after the due date of the regularly scheduled auto loan payment. When BECU does not receive the monthly payment by the due date, we place a hold (equal to the amount of the payment due) on the member's BECU savings account. However, despite this hold status, the member remains free to use the funds that have been frozen to make the loan payment. She can simply contact BECU at the point she notices the hold.

Although [redacted] incurred late fees because we did not receive payment until after the grace period, we did reverse the late fees. We regret that [redacted] had a less than optimal experience with BECU. My recommendation to [redacted] is to set up an automatic payment of her BECU auto loan with funds from her savings account. That way, once the funds come into the savings account from [redacted] and have cleared, BECU can begin the process of applying the $463.47 toward [redacted]'s loan account.

In order to make this process easier for [redacted] in the future, I have attached two forms for her to complete. The first form authorizes BECU to accept funds from [redacted] to [redacted]'s BECU savings account via ACH. The ACH form, once completed, needs to be accompanied by a voided check from [redacted]'s financial institution [redacted] that the funds will come from.

The second form authorizes BECU to take the funds that have been deposited from [redacted] to her BECU savings account and then apply those funds to her BECU auto loan. This form (LCMR) will make the transfer from the BECU savings account to [redacted]'s auto loan. Once she completes the forms, she may scan and email them to [redacted] BECU's Senior Loss Management Specialist, and BECU will initiate the process. [redacted] email address is [redacted]@becu.org

Sincerely,

Legal Department

Review: I was supposed to get a check deposited from someone that did not end up going through. That being said, when Monday rolled around and all payments went through and the check that was supposed to be deposited did not, my account over drafted. Now I completely know that I should have checked about 6 times to ensure that check was going to get deposited but that was my mistake. My issue is that because of the circumstances, I feel that I shouldn't have NSF fees. I completely understand if someone just spends money and is not smart with it but this is a situation that makes sense in that I shouldn't be punished in that way by taking more money when it really was not my fault. Desired Settlement: Reimbursement for my 3 NSF fees.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/03) */

Revdex.com Complaint Response

Case # XXXXXXXX

July 3, 2013

[redacted] complaint states that she should not be assessed NSF charges for overdrawing her BECU checking account. When [redacted] opened her accounts at BECU, we provided her the Account Agreement, which describes the terms and conditions of her account relationship with BECU. [redacted] agreed to these terms when she applied for membership.

Specifically, the Funds Availability Policy in the Account Agreement states that although BECU makes available any funds that are deposited into the account, (and subsequently withdrawn), [redacted] is still responsible for any problems associated with collection or presentment, such as a check that was deposited being returned to us unpaid. This is precisely what happened to the check that [redacted] deposited. On or around June 20, 2013, [redacted] incurred four NSF charges that she requested BECU to waive. Since [redacted] had already withdrawn the funds, she is responsible for the overdraft and any NSF fees that are assessed as per the Account Agreement.

BECU's business records indicate that, on a prior occasion (March 7, 2013), [redacted] overdrew her account and incurred two NSF fees associated with the overdraft for a total of $50.00 in fees that BECU reversed. Although not contractually obligated to, BECU reversed the $50.00 NSF fee as a one-time courtesy, which we clearly explained at that time to [redacted]. Our business records further indicate that we told [redacted] that if she overdrew her account again, we would not reverse any more NSF fees. Despite this conversation and notification, [redacted] later overdrew her account and requested BECU to reverse the additional NSF fees.

[redacted] is responsible for paying the NSF fees. BECU will not reverse them as [redacted] contractual obligations were properly disclosed. In the future, [redacted] should wait until the funds have cleared before withdrawing money from her account. That way, she will not incur any further NSF fees.

Sincerely,

Legal Department

Review: In April of 2012, I contacted BECU to get the title to my [redacted] as I was selling it. When I contacted BECU, I was told I still had an outstanding of $300+ and it was with [redacted] There should never have been an outstanding balance, it was incorrect on BECU's end.

At any rate, I contacted [redacted] I paid it, the 1st week in May of 2012. I was told at that time it could take up to 6 weeks, (once they informed BECU that I paid it in full), to get my title-I received it 3 weeks later and sold my Jeep to someone who could fix it.

I had my credit report pulled and BECU has marked it as Repossessed. This is false and is affecting me terribly. I contacted BECU in February and now again in May- I need this corrected on my credit report as it's not a Repossession. It was paid in full and sold.

Desired Settlement: BECU, needs to correct my credit report, immediately. My jeep was NEVER Repossessed...nor was it a charge off. When I disputed it with one Bureau, they listed it as charged off. It was paid in full.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/05/23) */

May 23, 2013

[redacted] Revdex.com Complaint

Case # XXXXXXXX

BECU received [redacted] correspondence with the Revdex.com and wishes to respond. Regarding [redacted] claim that BECU reported information to the credit bureaus incorrectly, BECU investigated her claim and has determined that the reporting indicated a "repossession" which should be changed to "charge-off." BECU reported the corrected information to the credit bureaus and [redacted] can confirm that the change has taken place.

Thank you.

Legal Department

Consumer's Final Response /* (-5, 13, 2013/06/07) */

I would also like to know why it was submitted as a Repossession to begin with? That is false recording on BECU's end and has in turn affected me getting a vehicle. How would small claims court deal with this? And now it's being recorded as a charge off because BECU posted the pmt to the wrong account?

Business' Final Response /* (4000, 10, 2013/06/06) */

June 6, 2013

Member [redacted] wrote in directly disputing her loan [redacted] and how it was being reported to the Credit Bureaus as a repossession. [redacted] letter states that she paid the outstanding balance directly to [redacted] and ultimately received the title for her vehicle, and that the vehicle was never repossessed.

BECU researched the matter and discovered that [redacted] had two different charged- off accounts (debt sent for collection activity) with BECU - one was the auto loan, and the other was her deposit account. BECU has determined that the deposit account was the account that was "Paid in Full" through [redacted] and the auto loan still has a very small outstanding balance. Since the balance was so low, BECU authorized the release of the vehicle's title, but [redacted] would need to pay the full balance before she can establish new accounts at BECU.

At the time of her letter, BECU was reporting the loan as a "Paid in Full Repossession." BECU has clarified that the auto loan is a "Charge-Off with a Balance Due," and submitted corrections to the credit bureaus.

As of Thursday May 23rd, only [redacted] had updated its records to reflect the correct status. BECU contacted the other two bureaus on Friday, May 24 and learned that the other two bureaus-[redacted] and [redacted] would update [redacted] credit reporting to reflect that the auto loan should be reported as a charge-off with a balance owing.

BECU has verified that [redacted] and [redacted] have updated their reporting as of June 5, 2013. The auto loan is reporting as a "Charge Off UNPAID." All three bureaus now reflect an Unpaid Charge-Off status, which is the correct reporting.

Legal Department

Review: My complaint dates back to the beginning of 2014. At this time, I was given a new card number for my credit card. I attempted to make a payment towards my credit card early January as scheduled. Believe the exact date was the 6th of Jan. 2014. I received a confirmation number and was told the payment was approved. Becu called me a week or so later saying they did not receive the payment and I was responsible for a late fee. I told them I have a confirmation number and it was deducted from my checking account. Made another payment at this time believe the date was 16th give or take a day thinking maybe some glitch in the system made my payment disappear. Got another confirmation number and another approval. BECU again called me and told me that they were shutting down my card due to no payments being made. I once again told them I have been making payments. After some investigation on their end, they were approving my payments to my old card number (and approving them). The cus[redacted]er service person told me she was going to transfer the payments over that I did in fact make somehow to the old car number, to the new card and all would be good. I did not use the card for a few weeks after this convo. This conversation was 1.29.14 give or take. I attempted to use my card in the middle of February and once again it was denied and found out it was still shut down because the payments did not transfer to the new card. I had to call again, and talk my way up the pole until I got to a manager of some sorts and she was finally able to get those payments over to the new card. Only about 2 months later. This convo with the manager was around the end of Feb. After that the card has worked fine. Although it hurt my credit score severely, even though I was making payments on time and they were approving my payments but somehow allowing my payments to be paid on my old card number. Especially after being told a month before I talked to the manager that this will be handled.Desired Settlement: I would like this situation dropped from my credit score. My card was shut down for nearly 2 months because of late payments even though I was making payments and BECU was approving (to the old card). BECU told me this would be fixed when we found the issue initially. This did not happen. Not sure how payments were being approved to a card that does not exist anymore. I want this incident dropped my score as I am not at fault for BECU not following thru with their word. Thanks.

Business

Response:

Dear Mr. [redacted]:

We are in receipt of the complaint you submitted to the Revdex.com (“Revdex.com”) regarding some of the issues you experienced with your BECU Visa card. I have researched the facts surrounding your claim and provide the following response.

Our records indicate that you decided to close your existing BECU Visa card and open a new BECU Visa card. Regarding the Visa card that you closed, you had set up au[redacted]atic bill pay through Key Bank. When you decided to close the existing card and open a new one, it appears that you did not update your bill pay information so payments went to the original (now closed) Visa.

We have spoken with BECU call center representatives so that they are trained to understand the difference between a balance transfer and a payment transfer. In your case, we should have processed your bill pay obligations as a “payment transfer” instead of a credit “balance transfer.”

Due to BECU’s error in executing your request to apply the bill payment obligations to your new Visa card, your credit history showed that you were 30 days late in making a payment. We have corrected our reporting of your credit history so that the 30 day delinquency is removed.

We sincerely apologize that your experience with BECU was less than optimal. We strive to do the right thing by our members and have taken steps to correct this anomalous result.

If you have additional questions or concerns, please contact BECU’s credit bureau department at 1-800-233-2328, ext. 5312. Thank you for bringing this matter to our attention.

Sincerely,

Compliance Department

Consumer

Response:

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]

Review: I visited the Kirkland branch for BECU and all their ATM's were out of service. They expect you to go out and drive to another location which is very inconvenient not to mention who knows these Banks are. The other option was to do the night drop, but I was informed that that will take 3 days to post to your account. After 25+ years as a customer I finally had enough and pulled all my money out of BECU because of terrible customer service. And I have many colleagues that feel the same and have experienced the sub-par service. I understand that things break, what I don't understand are the BECU workers with such terrible, snobby attitudes. The other thing that makes no sense is a night drop taking 3 days. One day I would expect, 3 days is ridiculous.Desired Settlement: I want the complaint posted publicly so that existing and potential customers of BECU will not be tricked into thinking the service and the Bank are great. They are not and I have first hand experience to this over the past few years.

Business

Response:

March 25, 2015

Redmond, WA 98052

RE: Revdex.com Complaint # [redacted]

Sent via Revdex.com electronic portal

Dear Ms. [redacted]:

I have read your complaint in which you express dissatisfaction with BECU for its lack of operating ATMs at the Kirkland Neighborhood Financial Center. You also expressed frustration with the amount of time it takes BECU to post deposits taken from the night deposit box.

We take your concerns very seriously and wish to apologize for your inconvenience. We would like to take this opportunity to listen to your thoughts about ways in which we can improve our service. At BECU, we strive to provide our members with an optimal experience. Clearly, we were not able to meet our own high standards in your situation.

I have forwarded your Revdex.com complaint to BECU’s Public Relations Manager, [redacted] will be contacting you later this week in order to better understand your concerns. In the meantime, if you wish to contact him directly, he can be reached at ([redacted]

Again, we are truly sorry that you have been frustrated with BECU. We value you as an important member of BECU and it is our sincere wish to provide you with quality service. We are always willing to assist with your questions and concerns.

Sincerely,

Compliance Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me assuming they contact me as promised. Sincerely, [redacted]

Review: I use BECU's online bill pay. I pay my bills using this service every month. I pay the same bills every month. A big bill for me ($209) normally paid to a credit card company was paid to a student loan company.

The student loan is on auto pay (for $1), so I never touch it, the company names are very different, and the SL company is not near/or next to credit card company in pay line. I also review the pay out before final submit, so I don't see how I could of accidently made this mistake.

I think there was/is a glitch in their system. I called customer service and they said they couldn't help me, but I could ask for a refund from student loan company.

The credit card company charged me $37 late payment fee.Desired Settlement: I would like to be reimbursed $37 at the very least, reimbursed for the $209 would be nice, and I need for my payments to be processed as entrusted.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/05) */

Revdex.com Complaint # XXXXXXXX

September 5, 2014

BECU's business records indicate that Mr. [redacted] logged into the Online Banking [redacted] Pay portal and entered the amount of $209.00 to be paid to [redacted] (student loan) on August 15, 2014. We have confirmed that Mr. [redacted] conducted this transaction in the above mentioned amount and confirmed the payee's name [redacted]

If Mr. [redacted] logs into BECU's Online Banking again, he [redacted] see that his [redacted] Pay history shows the following:

[redacted]XXXXX

Member Advantage Checking *XXXXX

$209.00

08/15/2014

[redacted]

Paid

Once entered, [redacted] Pay transactions cannot be reversed. [redacted] now has possession of the funds.

We recommend that Mr. [redacted] contact [redacted] and request a refund of the payment. If [redacted] honors his request, he can then use the funds to pay his Visa. Any late fee late fees that he incurred cannot be waived since this was not a BECU error.

Sincerely,

Compliance Department

Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */

(The consumer indicated he/she DID NOT accept the response from the business.)

There is no way for me to prove I paid one account or another without a screenshot. Now I know, without definitive proof, it will always be my error. Doesn't make me a happy customer.

Final Business Response /* (4000, 9, 2014/09/09) */

September 9, 2014

BECU has evidence that the online banking transaction that Mr. [redacted] completed was not the result of BECU error. If Mr. [redacted] would like to contact BECU (XXX-XXX-XXXX) and request a copy of that documentation, we will send it to him by U.S. mail. We hesitate to attach the document to this response as we cannot be assured that the transmission would be secure and thus protect Mr. [redacted]'s privacy.

Since this transaction was not a result of BECU's error, we will not refund the late fees or the mistaken amount sent to the student loan company.

We recommend that Mr. [redacted] contact his credit card company and explain the situation (as well as provide the documentation) and his inadvertent error in making the wrong payment to the wrong vendor. Perhaps his credit card company will waive any such late fees.

Compliance Dept.

Review: Last year I opened a checking account for my minor daughter. I was told that when she turned 18, she would be on her own account. Last September she turned 18 and moved out on her own. My daughter subsequently fell victim to a check writing fraud whereby someone promised her work in exchange for funds and wrote her a check. When they gave her this check, they asked for a bit of cash in return which sadly, she gave. The check itself ended up bouncing. I assumed this issue was being dealt with when my daughter spoke to me about it, what proceeded to happen was yesterday all funds I had both in my personal accounts AND a mutual account with my fiancé (who is NOT even a legal guardian/parent of my daughter!) were removed and I got a phone call from the bank claiming I am now liable. It was at THIS point I was told they'd taken my funds. I attempted to go in person yesterday to resolve the issue and no compromise was offered. I asked what of holding personal checks for a few days and only giving clients a few hundred dollars until the check clears, her response was "you are responsible for what you put in your account..." Well, that's great accept I didn't put this check in any account! I can not control what happens with my ADULT child and I had NO idea that they automatically leave parents on childrens accounts after the child turns 18, apparently you must manually go in and have yourself removed. If this were a stolen credit card, they would've helped us-I was just flabbergasted that NO help whatsoever was offered and that they took all money from my accounts. It's almost like saying, "sorry your credit card got stolen but you got it stolen so it's your fault." They didn't offer any sort of help or any sort of payment plan-nothing and now I have no gas or food funds for the week. Desired Settlement: Remove my name IMMEDIATELY from my daughters account. I did not authorize myself to remain on her account beyond the lawful age of adulthood in Washington state, which is 18 and she will be 19 in September. ALSO-offer a hand out to parents and make it CLEAR that they have this practice and that they MUST come in and remove themselves from their child's account when their child is 18 or risk being held liable for their ADULT child's actions. Finally, offer media on various scams to educate their younger customers. This is their policy and I hate to think of a senior citizen banking there and having this happen to them.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/30) */

[redacted] Revdex.com Complaint Response

Case # XXXXXXXX

July 30, 2014

Ms. [redacted] is an authorized signer on her daughter's BECU checking and savings accounts. Her daughter is the tax owner of these accounts. Pursuant to BECU's Account Agreement, the terms and conditions to which both parties agreed, BECU reserves the right to require a joint account holder to be placed on the minor's account(s) who is a parent. The joint account holder (Ms. [redacted]) is jointly and severally liable to BECU for any returned item, overdraft, unpaid charges owing on the account regardless of the minor's rights regarding such contracts.

Ms. [redacted] states that BECU told her that she would automatically be removed from the account once her daughter reached the age of majority (18). However, this is not BECU's policy. The Account Agreement clearly states that BECU is not required to change the account status when a minor reaches age 18, unless the minor, legal guardian, or all account holders authorize BECU to change the minor account status. Therefore, since we did not hear from the account holders, we were under no obligation to change the account status and therefore remove Ms. [redacted] as an authorized signer on the account.

Ms. [redacted] states that her daughter deposited funds into this account and the deposited item was ultimately returned to BECU as unpaid. Since Ms. [redacted]'s daughter had withdrawn the funds prior to clearing the banking system, the account became overdrawn (negative). Please note that BECU's Account Agreement specifically states that although funds may be available and they are withdrawn, the account holders remain liable for any problems associated with collection or presentment, such as a check that was deposited being returned to BECU unpaid.

Since the account in question had no funds after the check bounced, BECU exercised its statutory lien rights, as described in the Account Agreement. What this means is that BECU has the right to withdraw funds from any account at BECU in which Ms. [redacted] is an owner for the purpose of paying off the indebtedness. In this case, the $1,950.00 deposit did not clear the banking system and since there were no funds in the account she owned with her daughter, BECU used its right of offset in Ms. [redacted]'s other accounts at BECU. Although Ms. [redacted] is upset that we took the funds from an account that she shared with her fiancé, who did not owe the debt to BECU, the Account Agreement clearly authorizes BECU to take funds from an account that Ms. [redacted] owned with other account holders who did not owe the money to BECU.

It is Ms. [redacted]'s responsibility to understand the terms of her accounts at BECU, all of which were clearly disclosed to her and which she and her daughter agreed to, when the account in question was opened.

Please note that although BECU could have assessed NSF fees on this account because the funds deposited were not paid, we did not assess any fees ($25.00 per item) as a courtesy. Therefore, we consider this matter resolved.

Sincerely,

Compliance Dept.

Review: We have a business account with BECU - two checkings and two savings - which we have had since about May of 2012. We deposit approximately 1 million dollars per year into these accounts combined. BECU's online website - where we can check our accounts - has been down and out of service since 9am yesterday. So far, we have been unable to access our accounts for 26 hours. We did call BECU yesterday morning to complaint about this and all that they said is that their website would be done until today. It is still down. Desired Settlement: Better service. Reliable service.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/03) */

[redacted] Revdex.com Complaint # XXXXXXXX

December 3, 2013

[redacted] asserts that BECU's website was down for 26 hours and, therefore, she was not able to access her business accounts online. BECU's Business Services Manager, [redacted] contacted [redacted] on November 20, 2013. [redacted] apologized to [redacted] and explained that BECU typically schedules maintenance for the website during non-peak hours. In this particular matter, the website was scheduled for maintenance beginning November 16, 2013 at 10:30 pm Pacific Time through November 17, 2013 at 10:40 am (roughly a 12-hour window).

When [redacted] spoke with [redacted] on November 20, [redacted] confirmed that she was able to access the website. Again, we are sorry that [redacted] was frustrated because she could not access the website but believe that the matter is resolved since the website is currently operational.

Sincerely,

Legal Department

Review: I had an existing HLOC and needed to up the credit limit so I had to apply for a new account. The loan just closed and I see on my account that they took money from my account. No disclosure that they would do this was given to me, nor any documentation or recent. They have no regard for there customers.

Ask to talk to a supervisor and the only one that apparently works at this department, [redacted] was not available and I was told would not be available to talk to me regarding this issueDesired Settlement: Someone to call me and explain this charge and why they did it without any authorization or paperwork. Total unethical behavior and disrespect for their customer

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/12) */

Revdex.com Complaint #XXXXXXXX

November 12, 2013

BECU is in receipt of [redacted]'s complaint regarding the charge we imposed on his home equity line of credit account. The $85 charge that BECU assessed is also known as the reconveyance fee. The reconveyance fee is a pass-through fee that BECU submits to the title company.

As a condition of obtaining his home equity loan with BECU, [redacted] agreed that BECU would hold a security interest in his property securing the line of credit. Essentially, [redacted] "conveyed" his property to BECU as a condition of obtaining the home equity line of credit. Once [redacted] pays off the balance of his line of credit, as he did in this case, BECU must then "reconvey" the title back to [redacted], as he is the legal owner of the property. This reconveyance process has a charge associated with it because BECU must work with the title company and the county in order to effectuate the reconveyance and subsequent recordation. In [redacted]'s case, King County assessed a fee of $85.00 to complete the reconveyance, which BECU paid and then passed onto [redacted] for reimbursement.

By way of background, [redacted] opened a home equity line of credit with BECU. He later asked to have the line increased. We explained to him that we cannot increase an existing line but if he was still interested, he could close the existing line and then re-open a new home equity line of credit with an increased line (assuming he qualified).

In this case, BECU opened a new, increased home equity line of credit. When an old line is closed, we require the payment of a reconveyance fee. This fee is charged occasionally by each county therefore, BECU is not in a position to know what the fee will be with each county when the loan is paid in full and closed.

When [redacted] signed the Deed of Trust securing his home equity line of credit, he agreed to the terms and conditions of the deed of trust which obligates the home equity loan. One of the items we discussed with [redacted] is documented in Paragraph 18 of the Deed of Trust, in which [redacted] agreed to pay BECU a reconveyance fee so that BECU could convey the property back to [redacted].

In this case, since [redacted] made arrangements to pay off the home equity line of credit, and since BECU did not know in advance of his intent to do so, we could not assess the reconveyance fee at the time of pay-off. Instead, we allowed the pay-off to proceed as he had scheduled it, and then assessed the $85.00 reconveyance fee at the time his new home equity line of credit funded, noting that the $85.00 had been advanced against the line of credit.

We'd like to address [redacted]'s comment that [redacted] was not available to speak with him regarding the fee. Our business records indicate that although [redacted] was not available at that time, she did assign another senior person to contact him. [redacted] of BECU called [redacted] and left a message for him. She did not hear back from [redacted].

We regret that [redacted] was frustrated with this process.

Sincerely,

Legal Department

Review: Before traveling to Costa Rica on business, I called BECU to notify them of said trip. They placed a note on my account to make sure that my account would be available to me during my trip. I asked what would happen if my card was lost or stolen, and I was advised that my card would be over-nighted to me and that BECU would take good care of me.

A few days later, murphy's law struck and I lost my card the night before traveling to Costa Rica. Having been reassured that I would be taken care of, I called, notified BECU of the loss, and was told I could request a new card the following business day as it was after hours.

On Monday, September 16th, I was told that I needed to fax in a request to have my card sent to an alternate location, and that my card would arrive in Costa Rica in 3-4 business days.

I sent in the fax, and when I called to make sure that it was received, I was told that I wouldn't be receiving a tracking number until Friday the 20th of September(and I certainly wouldn't have the card by then).

On Sunday, September 22nd, I sent in an email, as I had not yet received my tracking information. Monday, I got word that the tracking number was available. I tracked my package with [redacted], and it turns out they had attempted to deliver twice, at the wrong address. I was able to arrange to pick up the package at the local [redacted] facility and paid $28 in cab fare to get to the location before it closed.

Turns out all that had arrived was my PIN--and the address was input incorrectly and completely differently than the address I had faxed over to BECU. This is why [redacted] had had so much trouble delivering the package--twice--before I was able to get the tracking number and arrange for pick up.

Multiple phone calls and messages to the bank proved futile. No one would provide me my tracking number for my card. I was told I would receive it the morning of September 24th at the latest. By noon on the 24th, I still hadn't gotten a tracking number, and I desperately emailed the bank requesting a tracking number as I feared that the address was input incorrectly and that my card would get sent back to the US after 3 attempts to deliver--without me ever getting the tracking number for the package.

Finally, around 4 pm local time on September 24th, one hour before my local [redacted] location would close, I got word that my tracking number was finally available. Not that it would do me any good, as the card was already back in the United States.

Frustrated, in tears, and feeling completely helpless, I looked up the tracking information to find that my card had been sent to COLOMBIA. Not Costa Rica.

I called BECU once more, furious, upset, and having been without access to my funds for more than a week and a half. They offered no ownership or sincere apology, said that it would take days to ship my card back out to me, offered to follow-up by end of day, but didn't and I'm at a loss.

At this point, I'm down to my last few dollars, and while a wire transfer to a colleague's account helped, it's not a long term solution and I am again unable to pay for my hotel stay, my transportation, etc. while I am on a business trip.

The lack of empathy and completely inferior customer service has made it clear to me that BECU is no longer a place where I feel safe leaving my funds. I fully plan on withdrawing every cent from their appallingly disappointing institution the moment I get back to the United States. In the meantime, someone/anyone at their customer service center, needs to take responsibility of the horrific ordeal I've been put through and get my card to me this week. I would also like to be reimbursed for the countless phone calls, lost time during work that I spent begging them for tracking information and follow-ups, as well as the cab fare I had to spend some of my precious last few dollars on to make sure my PIN didn't get sent back to the US due to their faulty communication skills.

Any assistance in this matter would be greatly appreciated.

Desired Settlement: The lack of empathy and completely inferior customer service has made it clear to me that BECU is no longer a place where I feel safe leaving my funds. I fully plan on withdrawing every cent from their appallingly disappointing institution the moment I get back to the United States. In the meantime, someone/anyone at their customer service center, needs to take responsibility of the horrific ordeal I've been put through and get my card to me this week. I would also like to be reimbursed for the countless phone calls, lost time during work that I spent begging them for tracking information and follow-ups, as well as the cab fare I had to spend some of my precious last few dollars on to make sure my PIN didn't get sent back to the US due to their faulty communication skills.

Any assistance in this matter would be greatly appreciated.

Business

Response:

Initial Business Response /* (1000, 6, 2013/10/07) */

Revdex.com Complaint #XXXXXXXX

BECU Response

October 7, 2013

In response to our member [redacted]'s complaint to the Revdex.com, BECU has been working with her on a recurring basis since September 24, 2013. On September 16, BECU ordered [redacted] a new debit card as she requested. We sent it the same address she provided to BECU and verified that it was indeed sent to Costa Rica, not Columbia. However, the card was returned to BECU as undeliverable to the address [redacted] provided to us.

On September 25, 2013, BECU again ordered a new debit card for [redacted]. We requested a tracking number, which we provided to her on September 26. Please note that BECU is sending the card to the address that [redacted] provided to us.

Regarding [redacted]'s claim that someone at BECU promised that her card would be received within 24 hours, BECU wishes to state that it is not something that BECU would promise, as it is unlikely that replacement cards can be received in such a quick time frame.

Nevertheless, because [redacted] has been frustrated with the process of obtaining a new debit card, BECU is willing, as a courtesy, to reimburse her for any fees (including foreign transaction fees) that she has incurred to date. If [redacted] can provide us with a breakdown of the fees she has incurred as a result of not being able to use her debit card in the manner that she is accustomed, we will be happy to reimburse her.

We apologize for [redacted]'s frustrations, and wish to let her know that we have been working diligently to send the replacement card to her.

Sincerely,

Legal Department

Final Consumer Response /* (3000, 8, 2013/10/16) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Again, [redacted]'s response demonstrates BECU's complete lack of ownership in this matter.

To further illustrate BECU's incapacity to understanding of basic Latin American geography, [redacted] refers to the country my card was sent to as ColUmbia, a country that has never existed in South America. But I digress. BECU did indeed send my card to Bogota, COLOMBIA, as per [redacted] website: https://www.fedex.com/fedextrack/?tracknumbers=XXXXXXXXXXXX&cntry_code=us. So unless BECU sent me the wrong tracking number for the original card I was sent, in which case they should be apologizing for having put me through that ordeal--they indeed sent my card to the incorrect country.

Additionally, I have copies of the address that I provided BECU via fax, which never said Colombia, or Heredela, again, a city that doesn't exist in Costa Rica (where I am currently located--a country between Panama and Nicaragua, if it helps BECU to look it up on a map).

The address I provided was:

Amazon.com

Heredia, Heredia, Costa Rica

Central America

I could not have made it any clearer. And STILL, I wound up making countless phone calls that took me away from my training project (the reason I am in Costa Rica), and sending dozens of emails requesting that BECU provide me a tracking number so that I could MAKE SURE that I could pick up my card. In the end, the only way I received my card was by making sure I could pick it up at the [redacted] location in Heredia--as they couldn't find a city called Heredela--which doesn't exist anywhere in Latin America. [redacted] site can confirm the city that the package label had was completely incorrect: https://www.fedex.com/fedextrack/index.html?tracknumbers=XXXXXXXXXXXX&cntry_code...⇄ />
This wasn't a matter of BECU just putting in the incorrect address, though. This situation was made infinitely worse by every promise broken, and every time BECU failed to follow through with providing me essential information while I was without funds in a foreign country. Additionally, this is about BECU's unwillingness to accept their lacking customer service during a particularly difficult time for one of their own clients. Rather than following up with me on a regular basis, and letting me know what was going on, I was made to chase my card TWICE--and make provisions to receive it due to their inability to read and pass on a foreign address to a well-established mail carrier. [redacted] behaved wonderfully and helped me receive my card in SPITE of BECU's horrific typography mistakes.

Again, I seek adequate recompense for the wasted time I spent begging BECU for assistance, and making provisions to correct their errors in geography and spelling. I also seek a sincere apology from someone who actually understands the terrible experience this company put me through--rather than someone who contradicts the information in front of this customer, if only to save face. It would be nice if they also knew what countries in Latin America were called.

Thanks.

Review: BECU sending letter of negative funds and charging NSF fee for an auto loan that has been paid off in full, threatening to provide negative information reporting to credit bureaus.Desired Settlement: Letter confirming that the auto loan for account number XXXXXXXXXX has been paid off in full and has no outstanding balance.

Letter confirming that no negative reporting information has been submitted to credit bureaus for above mentioned loan that has been fully paid off.

Business

Response:

Initial Business Response /* (1000, 7, 2015/01/06) */

[redacted] had an auto loan with BECU that he paid in full on December 5, 2014. He incurred a late fee of $25.00 because he had a payment due on November 27, 2014 and there were no funds in his account in order to make the payment. Since [redacted] paid off the auto loan, BECU waived the $25.00 late fee as a courtesy on December 12, 2014.

On December 15, 2014, BECU released the vehicle title. [redacted] should receive the title in January 2015.

We believe the matter has been resolved.

Sincerely,

Compliance Department

Initial Consumer Rebuttal /* (2000, 9, 2015/01/07) */

(The consumer indicated he/she ACCEPTED the response from the business.)

The issue of no funds in the account was based on a fault on BECU's side to set up the automatic fund transfer from a checking account. This started the complaint which is now resolved with the NSF fee of $25 waived and a dissatisfied customer paying back the loan in full to end the business relationship with BECU.

Review: This credit union, say I opened a visa card account when I did not. I looked at the application and there was a lot of wrong information on it. For example, it says I own Rental property and I do not own any rental property. They want to try to get me to pay back these charges, but I will not. Also, I have a line of credit at BECU and I only used $3,000 from the line of credit and they want me to pay back all of this activity. I told them I will not.

I first learned of this when a person named [redacted] called me and said they were not going to offer me lower payments. I was kind of shocked. I told her I did not know what she was talking about and explained I never called her before this phone call. [redacted] who works in the Loss Management Department. She told me she remembered my voice from the night before and not to lie. I told her my account must have been hacked into. She just laughed and told me these types of things do not happen in real life. I told her they do. She just continued to call me a liar.

Then a [redacted] called me and said I am not going to write off any debts like you asked me too. I was confused and did not know what was happening. He was very rude to me

I then got a letter from a computer technician I had emailed about this situation and he said it was BECU's fault and they just pretty much verified my account details to the criminals. He did a lot of tracing and I have his letter if you need more information.

I have suffered emotional and physical stress due to the actions of BECU. I want them to write these fraudulent charges off. I will not pay them a penny because this was all their fault. I have included a notarized page in the attachments to declare everything I have said is true.

[redacted] also claims he is at his desk most of the day so he is always able to answer his phone, but when my mother tried calling him, it went directly to his voice mail. Also, the people at BECU are extremely hard to get a hold of.

BECU needs to apologize to me for calling me a liar and for their extremely rude behavior. Some type of retribution would be nice because I have severe anxiety and have been constantly worrying about this. BECU should not treat their customer's like this.

Also, [redacted] is a rude person to deal with. I have also reviewed all of the transactions made on these accounts and the only one that looks familiar is the one transaction for $3,000 which I did use, but I did not use any other money from the Line of credit because we were saving that for something.Desired Settlement: For them to stop harassing me about these charges, treat their customer's with respect. And also pay me for emotional damages they have caused me.

Business

Response:

Initial Business Response /* (1000, 8, 2013/12/05) */

December 4, 2013

Snohomish, WA 98290

RE: Complaint Filed via Washington State Attorney General's Office (File #[redacted])

Dear [redacted]:

We are in receipt of the online complaint you filed through the Washington State Attorney General's website dated November 26, 2013. Your complaint alleges that criminal activity occurred on your BECU Visa and line of credit accounts and that as a result of this criminal activity, you are not responsible for payment offthe outstanding debt obligations.

We have researched your allegations thoroughly and find no evidence of criminal activity. Our records indicate that the charges on your accounts are legitimate. You did not inform us of any reason to regard these transactions as being questionable.

We mailed your periodic statements on a regular basis and the information provided on these statements documented the activity on your accounts. These statements provided an opportunity for you to identify and resolve billing errors, including unauthorized charges, if you send a "billing error notice," which is defined in federal regulations as a written notice to a creditor no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error. You had an opportunity to review the statements that BECU sent to you, and to notify BECU in a timely manner within 60 days of receipt of the periodic statement in which the fraudulent activity occurred. Since we did not hear from you within that timeframe, we cannot honor your claim that you are not now responsible for the amounts owing. Nevertheless, if you are concerned that fraudulent activity occurred on your accounts, we encourage you to contact law enforcement and work with them to seek resolution.

Our response to your belated assertion about unauthorized charges also reflects the fact that, even when you first expressed concern related to your credit card account, you did not make any allegation that the charges were unauthorized. Rather, our records indicate that you initially requested a payment plan arrangement. You started asserting that some charges were unauthorized only after the negotiations for a payment plan did not produce a result that you regarded as satisfactory. BECU'S experience with members in the past has demonstrated that, when charges are truly unauthorized, members inform BECU about the unauthorized character of the charges when the members initially communicate about the charges. Your new assertion that some charges were unauthorized is contradicted by your prior willingness to enter into an arrangement that would allow you to pay such charges on a deferred basis. At your earliest possible convenience, please let us know if you dispute that you initially requested a payment plan arrangement. Thank you for your consideration in this regard.

Regarding your assertion that the loan application you signed had incorrect information (e.g. that you do not own rental property and therefore, do not receive approximately $50,000.00 a month in rental income), we find no evidence that you did not provide this information, as your electronic signature attests to the veracity of the information that you provided to BECU in an online application. In order to make an online application, you provided information that was not publicly available, thus authenticating your identity. By signing the Master Credit Application (enclosed), you acknowledged that all the information provided on the application is true and correct. If you did not agree with the information on the application that BECU, in good faith relied upon as a factor in granting you credit, you had an obligation at that time to inform us of the incorrect information. Please be advised that reporting false information on a credit application is grounds for suspension or termination of the accounts.

Regarding your assertion that you used only $3,000.00 of the $9,500.00 line of credit and are therefore not responsible for repayment of $6,500, we disagree with your assertion. Please note that when you signed the Master Credit Application, you promised to pay BECU the total of all credit advances under each account(Visa and line of credit), finance charges, and other amounts set forth in the Agreement. In the absence of a timely billing error notice from you or any other reason for the charges to be characterized as unauthorized, there is no basis to excuse you from performing your obligation under this Agreement. As of December 4, 2013, you owe $9,129.85 on the Visa and are six days past due for a payment of $225.00. You owe $8,182.46 on the line of credit, which is 19 days past due for a payment of $188.46. Please contact BECU'S Loss Management Department at [redacted], ext. [redacted] to arrange payment on the accounts.

If you do not agree to enter into sufficient payment plans to pay off these debts, we will have no choice but to set up your delinquent accounts for additional collection activity. Accounts that are sent for collection can impact your credit and affect your ability to obtain credit from other institutions.

Regarding your claim that you never contacted BECU about entering into modifications of your current payments as a result of reduced income, our business records indicate otherwise. Our records indicate that on October 15, 2013, we received communication from you via BECU'S online secure messaging portal, in which you requested modification of your monthly payments. On October 21, 2013, you requested a reduced payment plan of $25.00. Later that day, BECU contacted you to inform you that we could not honor your request. During that conversation, you informed us that you had not yet signed up with a debt management company for the purpose of entering into reduced payment arrangement with BECU (your admission thus indicates that you acknowledged having difficulty making the regular payments). We followed up with a letter dated November 4, 2013 (enclosed) which informs you that BECU denied your loan modifcation requests. Based on the facts, we do not find evidence that you never contacted BECU or had any discussions with BECU staff about making reduced monthly payments through a modification plan.

We apologize that you have been frustrated with BECU, but our records indicate that BECU'S staff has treated you with respect. We would never impugn your integrity and regret that you feel this way.

Please note that our review of this matter leaves you with the following options: (l) you may enter into payment arrangements with BECU to pay off these debts; or (2) you may exercise your right not to pay off these accounts. If you do not pay the balances owing, BECU may send the debts for collection activity.

We thank you for taking the time to document your concerns.

Sincerely,

[redacted] Corporate Counsel

Final Consumer Response /* (3000, 10, 2013/12/06) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I did not know these charges were made. I never opened a visa card. no no no, I will not pay for criminal activity. I have put a security freeze on my credit files and you can not access them. I do not own rental property. I have given you proof. You need to write off these charges. How was I supposed to know about these fraudulent charges? I never received statements in the mail. I would never use an e signature. Do you not review the information I send you? I am not going to pay for criminal activity. [redacted] is the one who should pay. The only time I requested lower payments was when I was wondering why the monthly payments on my 3,000 I did use were so high. I Do not owe you anything more than the $3,000. I dispute that I ever said I was going to a debt management program. I will not pay for criminal activity. You will not send any fraudulent accounts to collections. THIS IS IDENTITY THEFT.

Final Business Response /* (4000, 12, 2013/12/11) */

12/11/13

BECU believes that it has addressed all of [redacted]'s concerns in the multiple correspondences with him. That said, I am attaching BECU Manager [redacted] most recent response to [redacted]'s rebuttal dated December 5, 2013. BECU mailed this letter to [redacted] today, December 11, 2013.

Furthermore, BECU's regulator, the Washington State Department of Financial Institutions (DFI) also received the same complaint from [redacted]. Upon receipt of BECU's response to him, the DFI closed the complaint. I have attached the DFI's closure letter for your files.

Thank you for your consideration.

Corporate Counsel, BECU

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Review: My online banking was completely shut off- two days after requesting a payoff for my auto loan. I now have NO way of reviewing my accounts to see when payment will be received and have had several issues with payments being held and delayed in posting in the past. I have also been asking for my due date to be changed now for well over a month and the last request was the day I made my payment- due to their delay in processing and my next payment being due almost 20 days after the request the due date was never changed thus making my payment LATE again. When I called in to ask about my online banking they said that due to my REAFFIRMED bankruptcy that happened FOUR YEARS ago that they had to close down my online banking - NO ONE COMMUNICATED this to me and I have had online banking with BECU for over 10 years... this is by far the worst customer service I have ever received. They did nothing to fix the issue or apologize. Desired Settlement: I have no idea how they can fix this short of refunding any fees occurred from their lack of timely processing as well as allowing me access to view my accounts. This company has time and time again failed to deliver or respond in a timely manner.

Business

Response:

Initial Business Response /* (1000, 5, 2014/02/24) */

Revdex.com Complaint

February 24, 2014

Ms. [redacted] states that she no longer has online access for the purpose of reviewing the activity on her BECU accounts. I have researched the facts and provide the following response.

Our records indicate Ms. [redacted] had a number of loans with BECU. Of those loans, she had a line of credit ("LOC"), personal loan, and a Visa that became delinquent in 2009. As a result of their delinquencies, BECU began collection activity (commonly referred to as "charged-off" accounts). We notified her of this action by letters dated November and December 2009.

When accounts are charged-off and a member causes BECU a loss, membership and its privileges are revoked, as stated in BECU's Bylaws. In Ms. [redacted]'s case, since she reaffirmed her auto loan after filing for bankruptcy, BECU continued her online banking access.

We researched our files and determined Ms. [redacted]'s online banking privileges remained after the time BECU charged-off her debts through February 2014 at which time the access was terminated because Ms. [redacted] paid the balance owing on her auto loan ($16,671.09). Once Ms. [redacted] paid off the auto loan, her online banking access was terminated. As a courtesy, we have attached paper copies of her periodic statements so that she [redacted] review the transaction history. I will also send Ms. [redacted] a copy of her periodic statement (when it becomes due) for the transaction reflecting the pay-off of the auto loan.

Since her line of credit, personal loan, and Visa accounts no longer have active balances, she [redacted] not receive updated information about these accounts via the periodic statement. However, because you made payments toward your auto loan, reduction to your principal balance would be reflected in your periodic statement. Ms. [redacted] can obtain information on her accounts by contacting our Loan Loss Recovery Department at X-XXX-XXX-XXXX, ext. [redacted]

Sincerely,

Corporate Counsel

Final Consumer Response /* (2000, 13, 2014/03/14) */

(The consumer indicated he/she ACCEPTED the response from the business.)

They are not willing to accept the concerns I am stating and I do not the ability to express it any other way.

Final Business Response /* (4000, 11, 2014/03/12) */

In response to [redacted]'s rebuttal, when BECU became aware that [redacted]'s online banking access was open when it should have been closed, we took the steps to shut down her access.

BECU