Big B Blacktopping Service

Review: Back in 2008 my wife and I filed bankruptcy. WE reaffirmed our car but the personal line of credit and Visa card that were with the same bank as the car were not reaffirmed and were included in the Bankruptcy. The car was repossessed as of January this year and they were able to get more than what was owed on it but are claiming that the overages were put to cover losses from the closed visa and line of credit from the bankruptcy. Can They do that retro actively like this?Desired Settlement: To give me my money from the overage in the sale of my vehicle.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/23) */

Revdex.com Complaint Response-[redacted]

Case # XXXXXXXX

BECU has researched [redacted]'s complaint. It appears that [redacted] is correct; he is owed the overage from BECU's sale of his repossessed vehicle. [redacted] may have been told otherwise but he did not receive the correct information when he discussed this matter with a BECU representative. We thank him for bringing this to our attention. Today, BECU mailed a check in the amount of $1,500.00 to [redacted], which he should receive tomorrow or Saturday.

Sincerely,

Corporate Counsel

Consumer's Final Response /* (2000, 7, 2013/05/31) */

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

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

Review: I was issued a check. I called the issuing bank and verified account and funds. I was told the check and funds were available. I deposited the check in my account. I waited a week before withdrawing any funds. Prior to withdrawing funds I called BECU to verify the check had cleared the issuing bank and was told it had cleared and I could withdraw funds, so I did. The next day I checked my account online and saw it was overdrawn by almost $3,000.00. The check had been returned as alter/fict. I then called BECU to find out why I had been told the check had cleared when in fact it had been returned. The answer I received was "I apologize for the inconvenience, there is nothing we can do." I was then told I could contact Loss Prevention to set up payment arrangements so my direct deposits would not all be taken and I could still pay bills. When I called I was told I could not make payments, everything had to be paid once and any money deposited into the account would go toward the negative balance. Nobody at BECU was willing to work with me to resolve this situation all they wanted was their money.Desired Settlement: I would like this matter investigated further and monies returned to my account. Or I would like BECU to work with me to resolve the negative balance. Also, treat me like I am a human and not a dollar sign.

Business

Response:

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

Review: BECU did not hold up to their word in closing mortgages (qty 2) on time. Continue delays on BECU's part due to a lack of qualified processors/underwriters and tools prevented loans from closing on time. Was continued told loans would be closing in a week or so but turned into months. Submitted loan applications on May 15th didn't close until September 18th. The delay by BECU cause out of pocket expenses on myside which should be reimbursed by BECU. Have give BECU the opportunity to address my claim (email sent to them on September 19th but over a month and a half later still no fulfillment of my claim has been made. I would also like to add that at this time I have not asked for the higher interest rate verse the lower interest rate refund.Desired Settlement: Due to the poor performance of BECU, I would like to request a refund of my main house appraisal ($450) and a refund of ($175) for the loan extension with [redacted] on August 26th. If needed please contact [redacted] with [redacted] bank on this issue as well with the poor performance of BECU. If you have any questions on the loan extension, please feel free to contact [redacted]. I ask for the $625, due to the out of pocket money I spent for not closing on time, which again is due to the poor performance of BECU. I would appreciate your help in bringing my claim of $625 with BECU to closure.

Business

Response:

Initial Business Response /* (1000, 9, 2014/12/03) */

Hello,

The inquiry has been forwarded to the appropriate department for review.

Sincerely,

Email Support Representative

Initial Consumer Rebuttal /* (2000, 11, 2014/12/04) */

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

BECU responded and met my request. Thank you Revdex.com for your support.

Review: I deposited a check into the bank for $1724, it was from the [redacted] which has been in business for 75 years.I have deposited several checks from them into my account and never have they held a check before. The bank for some reason put a hold on this check and held it for an unreasonable amount of time 7 days. I had paid bills off of that check and had no idea they were going to hold this check. They returned one of my bills and potentially more now will be returned. This is costing me overdraft fees for uncollected funds as well as fee's from the returned bills. This is not OK. The money is there in the account so they should never have returned a thing.Desired Settlement: I want the NSF fees put back into my account and all of the fees I am charged by these bills that are being returned reimbursed to me by BECU and a letter to each creditor explaining that the money was in my account and that THEY (BECU) returned their payments because they opted to hold my check.

Business

Response:

Initial Business Response /* (1000, 5, 2014/10/02) */

October 2, 2014

Revdex.com Complaint # XXXXXXXX

BECU responds to the complaint that Ms. [redacted] submitted to the Revdex.com on September 25, 2014. In her complaint, Ms. [redacted] states that BECU inappropriately placed a hold on funds that she deposited into her account for the amount of $1,724.00. We have reviewed her complaint and provide the following response.

Ms. [redacted] agreed to the terms and conditions of the BECU Account Agreement booklet when she applied for membership. The Account Agreement states that, for check deposits made into accounts owned by a primary member who has had an active Member Share Savings account for more than 90 days, BECU generally makes non-cash deposits available for withdrawal on the business day following the date of deposit (noting that the date of deposit will be counted as the following business date when the deposit is made on or after 3:00pm PST).

However, there are exceptions to this policy, as disclosed in our Account Agreement. When an account has overdrawn repeatedly in the last six months (as had occurred with the account in question), all accounts owned by the same primary member as the affected account may be subject to extended funds availability holds for all check deposits. These holds may delay the funds availability until the fifth business day following the date of deposit. This explains why BECU placed a hold on the funds that Ms. [redacted] deposited.

Should an extended hold policy become necessary for any of the reasons stated in the Account Agreement, BECU's policy is to notify the primary member of the account(s). BECU also informs the primary member when the funds would be available for withdrawal (see attached documents).

In Ms. [redacted]'s case, thirteen NSF fees posted to the account in question during the one year period from September 22, 2013, through September 22, 2014, including five NSF fees posted during the six month period prior to September 23, 2014 regarding the deposit in question in the amount of $1,724.00. The account into which Ms. [redacted] made this deposit shares a daily provisional credit limit of $500.00 for check deposits, under which the first $500.00 of all check deposits made on the same deposit date, with all other deposit accounts owned by the same primary member, are immediately credited to the account (see attached notice).

An additional deposit was made into the account in question on the same deposit date for $66.40. These funds from the deposit were immediately available. Regarding the $1,724.01 check that Ms. [redacted] deposited on September 23, 2014 via ATM, BECU made $433.60 of these funds immediately available therefore fully satisfying the daily provisional credit limit of $500.00.

According to the extended hold policy as previously stated, the remaining $1,290.40 was placed on hold, to become available on Tuesday, September 30, 2014 (the fifth business day following the date of deposit).

Regarding Ms. [redacted]'s claim that BECU should reverse the NSF fee that accrued on the account in question, our records indicate that BECU reversed, as a one-time courtesy, an NSF fee in the amount of $25.00. As stated in BECU's Account Agreement, if a member withdraws funds that have not yet cleared for final payment via the banking system (those funds that are treated as not yet payable or finally paid, e.g. the $1,290.40 that was on hold from the $1,724.00 deposit), thus causing the available balance of an account to be overdrawn, BECU assesses an NSF fee of $25.00 for each uncollected item.

In the future, if Ms. [redacted] spends funds that are subject to exception holds prior to the date the hold(s) is released and then subsequently overdraws her account, BECU [redacted] not reverse any NSF charges that she incurs.

Sincerely,

Compliance Department

Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */

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

I was charged 2 NSF fees and only one was reversed. I will be looking for another bank to do my business.

Final Business Response /* (4000, 9, 2014/10/16) */

Revdex.com Complaint # XXXXXXXX

October 16, 2014

Second Response

Ms. [redacted] indicates that she does not accept BECU's response dated October 2, 2014. Specifically, she requests that BECU reverse not one, but two NSF fees that posted to her account. In our prior response, BECU clearly described its policy regarding provisional credit of funds/check holds deposited into an account. In Ms. [redacted]'s case, since she had a history of returned items and NSF fees, BECU's written policy, as documented in the Account Agreement (the terms to which Ms. [redacted] agreed), clearly state that she will be subject to check holds.

Also in our prior response, BECU indicated that we would reverse one NSF in the amount of $25.00 as a one-time courtesy only. We notified her in that letter that should have any other NSF fees or incur any other NSF fees in the future, we would charge her an NSF fee of $25.00.

Therefore, based on BECU's Account Agreement and based on our communication to Ms. [redacted] in our response dated October 2, 2014, BECU will not reverse any more NSF fees.

Sincerely,

Compliance Dept.

Review: my car was repossesed even though I was up to date on my payments and had insurance . they charged me over $1500 to get my car back and they want me to pay another $65 to get my personal belongings which were removed from my vehicles. I also missed 2 days of work and was without my only vehicle for 3 1/2 days. which is my only form of transportation for my daughter who has cytomegalovirus and is being evaluated for seizures.Desired Settlement: compensation for lost money

Business

Response:

Initial Business Response /* (1000, 5, 2015/02/13) */

February 13, 2015

Tacoma, WA 98404

RE: Complaint to the Washington State Department of Financial

Dear [redacted]:

We are in receipt of the complaint that you submitted to BECU's regulator, the Washington State Department of Financial Institutions ("DFI"). In your complaint, you claim that BECU unlawfully repossessed your vehicle. The DFI has requested that we respond to your concerns by the due date of February 17, 2015. We have researched the matters you raise and provide the following response.

First and foremost, the Servicemembers Civil Relief Act ("SCRA") does not apply in your situation. The protections of the SCRA apply only to obligations or liabilities entered into before a service member enters military service. In your case, our records indicate that you were called to active duty on June 20, 2011. You obtained the auto loan on May 29, 2013.

You financed a used 2010 Mazda CX7 at a rate of 4.24 percent for a period of 72 months with BECU on May 29, 2013 (see enclosed loan document). Your monthly payment obligation was $402.00 beginning July 8, 2013 which you elected to pay through automatic draft (the payment would be made automatically through automated clearing house ("ACH") and debited from your BECU Member Share Savings account[redacted]

One of the requirements under the loan contract was your promise to insure the vehicle at all times as a means of protecting BECU's interest in the collateral. This is because BECU has a security interest in the automobile in the event that you default on your payment obligations.

We learned that your vehicle did not have the requisite collateral protection insurance, so after notifying you numerous times to get this matter resolved, BECU purchased the insurance for you and prorated the cost to your loan. The collateral protection insurance was added on July 15, 2014. As a result, your monthly payment obligation increased from $402.00 to $472.00. Despite the fact that you continued to make monthly payments via ACH, the fact that your payments were less than the new balance created a delinquency situation. Additionally, we received no payment from you in November 2014. Despite our numerous attempts to contact you by letter and telephone, your lack of communication left us with no other option than to begin the repossession process.

Ultimately, we were able to connect with you and you redeemed the vehicle. All but $350.00 of the $1,500.00 BECU charged you went to pay down the delinquent balance (including the imposition of late fees). The $350.00 charge is the cost of the repossession.

Please note that it is your responsibility to keep BECU informed of your address and phone number in the event that your contact information changes. We notified you of this obligation when you applied for membership to BECU. Specifically, as a condition of your membership, you agreed to abide by the terms and conditions of the Account Agreement booklet. Please refer to Section 17 (Notices) Name or Address Changes - "You agree to notify BECU upon a change of address or change of name." (Enclosed)

We regret that you are upset by BECU's actions, but a thorough review of the facts indicates that BECU acted appropriately and lawfully

Sincerely,

Corporate Counsel

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

Initial Consumer Rebuttal /* (2000, 7, 2015/02/16) */

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

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: I called in for a ten day payoff on my 2005 Nissan Titan financed with BECU on Monday March 24, 2014 around 4:00 in the evening. I was told the ten day payoff was $3966.55. I went to pay $3966.55 off Tuesday Morning at the Tukwilia Branch. I had not recieved the payoff in the mail as of yet (because mailing takes time.) but when I got to the bank I was told they would add additional fees of 390. I tried to contest and they refused to honor the payoff from Monday night. I called the call center they gave the same payoff. I asked if there were any additional fees. They said no. I asked to speak to a supervisor. I spoke to [redacted] and he said that there were additional fees that they would not waive and I had to pay them. Sorry to me that I was not informed by the customer service team when I called for a payoff. I went and got the additional funds because I just wanted to get it over with. Then paid the payoff with additional fees at the tukwila center. [redacted] the teller tried to give me a hand written reciept for $4350.99 with no account number on the paper. I refused this reciept and asked for a real one. One generated by the computer system. Then I asked for my Afidavid in leiu of Title. [redacted] said they could provide one because it was a paper title. I asked for the title. [redacted] claimed the paper title was in California. I said how could that be I bought the vechicle in Puyallup Wa and I have lived here since 1985. I asked for a release of interest for the vechicle with a notorary. They would not provide any authenticated paperwork for the payoff. I said how would I deal with the DOL if I do not have my paperwork. [redacted] in tukwilia said the payoff would be transfered electronically to the DOL and all I need is my reciept. I said that does not sound right I was not born yesterday. I should get some authenticated documentation. I went straight to the DOL and what do you know. There is no electronic transfer of information and my reciept was not good enough proof of payoff. The DOL person gave me a release of interest and said to take it back to the BECU. I went to a financial center in bothell at this point and they signed the paperwork. I did not get the paper till 5:30. This process to my entire day let alone they did not uphold my ten day payoff quote. I was a long standing cutomer with BECU for over ten years and never had any real tranactions other than deposit withdrawal payment. I have closed my accounts as they should have more attention to detail and should provide proper payoff amounts and not blind side customers with hidden fees when they enter the bank. I had to make multiple trips to wells fargo that morning and multiple trips to BECU and multiple trips to the DOL because of misinformation provided by BECU employees reguarding payoff and process of paperwork. I should have been provided a release after paying the vehicle in full and all additional fees not quoted for payoff. Terrible customer service. Not honoring quoted ten day payoff amounts. Adding fees, and not providing proper documentation in a timely fashion after payoff.Desired Settlement: Reimbursement of fees not quoted for vehicle payoff and cost of gas for addtional travel due to misinformation and not being provided the proper paperwork.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/08) */

Member [redacted] Revdex.com Complaint Response

#XXXXXXXX

April 8, 2014

On March 24, 2014, Ms. [redacted] contacted BECU and requested a pay-off amount for her auto loan. BECU's policy, when members ask for loan pay-off amounts, is to provide an estimate, as we cannot be sure that the amount quoted might not change between the date of the pay-off quote and the date that the member pays the balance in full. On loans such as Ms. [redacted]'s, interest charges accrue daily, so any estimated pay-off amount can deviate day-to-day until the date of final pay-off.

Additionally, BECU staff was not aware that Ms. [redacted]'s vehicle had been subject to a repossession, as the vehicle was over 120 days past due. We regret that Ms. [redacted] was frustrated as a result of an incorrect pay-off quote. However, the fact remains that BECU did provide the full amount Ms. [redacted] needed to pay ($4,350.99, including the $390 "close" fee) in order to obtain title to the vehicle. The close fee is assessed by the repossession company and reflects its fees for trying to locate the vehicle and repossessing it. Our business records indicate that repossession proceedings began on January 13, 2014.

Regarding Ms. [redacted]'s claim that a BECU teller refused to provide her with a computer-generated receipt of the pay-off when she paid the balance in full, our systems do not have the capacity to print a receipt for this purpose. The teller did accommodate Ms. [redacted]'s request by providing her the information in a handwritten format. Nonetheless, Ms. [redacted] eventually receive documentation of her payment in full when she receives her periodic statement.

Ms. [redacted] claims that BECU did not provide her an affidavit in lieu of title. In her case, BECU would not have provided an affidavit in lieu of title because a paper title was already on file. The paper title was stored at a BECU location in California. Our records indicate that we ordered the paper title which she should either have already received or which she [redacted] receive very shortly.

Once Ms. [redacted] has the paper title in her possession, she [redacted] need to take the title, along with BECU's release of its security interest (this document has also been provided to her) to the Department of Motor Vehicles. The DMV [redacted] remove BECU from the title (as it no longer holds a security interest in the vehicle) and provide her a title with just her name. This document should arrive in the mail within six to eight weeks.

We thank Mr. [redacted] for bringing this matter to our attention and believe that the issues have been resolved.

BECU

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: 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: Trying to get refinance on home. took over 6 months. House not good enough, house is worth 228,00 by appraiser, 318,000 by city. We think that they waited so long, until interest rates went up, then decided not to go through with refi, also because of our ages.Desired Settlement: We want them to go through with the deal and refi our house.

Business

Response:

Initial Business Response /* (1000, 7, 2013/07/08) */

July 8, 2013

Revdex.com Complaint Response - [redacted]

Complaint #XXXXXXXX

[redacted] claims that BECU is obligated to refinance his home. As a regulated financial institution, BECU has strict underwriting standards. We cannot approve every member's request for refinancing. We always inform our members that loan approval is subject to qualification. In [redacted] case, his home did not satisfy BECU's underwriting standards. Specifically, the independent appraiser that BECU retained determined that the property needed improvements, was not being utilized for its highest and best use (this is a Fannie Mae requirement), and the freeway noise created external obsolescence (an external condition that has the effect of lowering property values). All of these factors contributed to the diminished value of the property such that the property was insufficient as collateral for the loan. Therefore, BECU denied [redacted] request for a refinance.

BECU acknowledges that this process was challenging for [redacted] but our business records indicate that some of the delay was attributed to lack of documentation from [redacted] Once we received the proper documents, we were able to process the loan within our internal timelines considering that at the time [redacted] applied for the loan, we had a huge volume of loans to process. Our records also indicate that BECU made every effort to keep [redacted] informed of the process and next steps and that he was duly informed of the situation.

We regret that [redacted] was not satisfied with the outcome, but BECU made every effort to communicate with him in a timely manner and informed him of the process and next steps. Ultimately, this loan was not approved because the condition of the property did not meet BECU's underwriting standards.

Sincerely,

Legal Department

Final Consumer Response /* (3000, 13, 2013/08/13) */

Appraiser stated the subject was worn and out date, yet all materials/conditions reflect in

average condition. Appraiser notes $12,000 Estimate for repairs. Roof on garage has since been replaced, however BECU would not allow us to send a photo showing has been completed. Appraiser notes C4 condition, which states normal wear and tear but adequately maintained and requires only minimal repairs to building and cosmetic repairs. All major building components have bee adequately maintained. Appraiser has

appraised the subject "as is". BECU notes that the appraiser has stated that the highest

and best use of the subject is multi family per Fannie Mae guidelines. Present land use of the subjects neighborhood is 85% one unit and the subject is zoned R4 which allows for res, single family, detached, 1 strct, 4000 sq ft min. Appraiser should have reflected subject as legal non-conforming which allows subject to be re-built to original structure if destroyed per [redacted] Everett City Planning-XXX-XXX-XXXX) The subject neighborhood is predominantly single family homes, Subject was appraised as a single

family, not as a "proposed" multi-family so value has not been overstated as noted on the appraisal addendum. The appraised value is based on the site "as is" NOT on the potential of the future site when sub-divided.

BECU also marked the subject rear as an issue, which is actually the left side f subject,

but does not state the issue. We were also not given the option to make any repairs BECU wanted. Camps provided are all on the other side of the freeway. Remaining economic life of the subject is 45 yrs, which is greater than any 30 yr. mortgage. BECU to advise which documents where not provided to them in a timely manner. If it is the W2(per [redacted],ok to PTF W2 March6). Who is [redacted] and why was he informed of our personal business, loan progress.

Final Business Response /* (4000, 17, 2013/08/30) */

August 28, 2013

Revdex.com Second Complaint Response - [redacted]

Complaint #XXXXXXXX

BECU stands by its initial response. [redacted] claims that BECU is obligated to refinance his home. As a regulated financial institution, BECU has strict underwriting standards. We cannot approve every member's request for refinancing. We always inform our members that loan approval is subject to qualification. In [redacted] case, his home did not satisfy BECU's underwriting standards. Specifically, the independent appraiser that BECU retained determined that the property needed improvements, was not being utilized for its highest and best use (this is a Fannie Mae requirement), and the freeway noise created external obsolescence (an external condition that has the effect of lowering property values). All of these factors contributed to the diminished value of the property such that the property was insufficient as collateral for the loan. Therefore, BECU denied [redacted] request for a refinance.

BECU acknowledges that this process was challenging for [redacted], but our business records indicate that some of the delay was attributed to lack of documentation from [redacted] Once we received the proper documents, we were able to process the loan within our internal timelines considering that at the time [redacted] applied for the loan, we had a huge volume of loans to process. Our records also indicate that BECU made every effort to keep [redacted] informed of the process and next steps and that he was duly informed of the situation.

We regret that [redacted] was not satisfied with the outcome, but BECU made every effort to communicate with him in a timely manner and informed him of the process and next steps. Ultimately, this loan was not approved because the condition of the property did not meet BECU's underwriting standards.

Sincerely,

Legal Department

Cannot agree more with the previous complainant.

If possible, I would POST pictures of our driveway installed last March. Pictures are worth a thousand words! We have communicated with & were promised by Big B & Sons Asphalt they would be here to repair 7-8 times. Our drive began caving in around the 1st week of June, alittle over 2 months later. Big B & Sons also installed an additional drainage pipe across drive. Ironically? they collapsed this pipe while doing work, which now holds a virtual pond of water on our drive.My husband & I discovered this by attempting to push a 1/2" PVC pipe thru drainage pipe...no luck! Completely closed...water pooling on our drive.

Tonight, Jan. 21, 2015 I twisted my ankle while getting out of my truck, in our drive. I fell into one of the 2 pits created due to water, less than contracted asphalt, and horrible workmanship. We will have to make the repair but... I will make it my MISSION to inform future homeowners to RUN...NOT WALK from BIG B & SONS BLACKTOPPING IN SHEPHERDSVILLE KY.

Review: On Wednesday the 23rd of October 2013. Becu made an unauthorized and illegal withdrawal in the amount of $6315.77 from my savings account #XXX-XXX-XXXX. Becu then put a neg balance in my savings account for the amount of -30,004.96.Desired Settlement: I need my account set back to zero and have a balance of 6315.77 the way it was on october 23rd 2013.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/13) */

December 13, 2013

Since [redacted] submitted the same complaint to BECU's regulator, the Washington State Department of Financial Institutions, the Attorney General's Office, and the Revdex.com, I am attaching BECU's response to [redacted], which I mailed to him today, and have copied the respective agencies as well.

Corporate Counsel

Dear [redacted]:

We are in receipt of the complaint you filed with the different agencies identified above. Since the crux of your complaint is the same for all three agencies, I will address BECU's response with this single letter.

You allege that BECU made an "unauthorized and illegal withdrawal in the amount of $6, 315.77" from your savings account [redacted]. You also state that Becu's withdrawal of this amount resulted in a negative $30,004.96 balance. I have researched the matter and provide the following response.

You applied for and received a BECU line of credit and Visa account. Becu's records indicate you had trouble making payments and eventually became delinquent in your payment obligations. After numerous attempts to work with you and arrange repayment, BECU applied $6,315.77 to the debts. Specifically, BECU applied $4,089.13 of the $6,315.77 to the charged-off Visa, which fully satisfied this obligation. The remainder ($2,226.64) was applied to the charged-off line of credit. As of December 12, 2013, the line of credit has been reduced to $21,853.51 (including interest).

Please note that when you applied for membership at BECU, you agreed to the terms and conditions of membership as stated in BECU's Account Agreement booklet ("Agreement"). Section 15 of the Agreement states that BECU has a statutory lien against all funds held in your accounts with the credit union, regardless of the source of the funds. What this means is that if you owe BECU on a debt, then we may withdraw funds from any account (in this case, your savings account [redacted]) to satisfy the amounts due. We have the right to conduct this offset without any prior notice to you.

In your complaint, you allege that BECU's actions put your savings account balance at -$30,004.96. BECU did not withdraw this amount from your savings account. The amount merely reflects the approximate balance owing on your debts at the time your account was frozen meaning that any funds deposited would be subject to the collection hold up to that amount.

Please contact BECU's Loan Loss Recovery Department at [redacted], ext. [redacted] and we would be happy to work with you to set up payment arrangements.

Sincerely.

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: Feel Free to go overseas but NEVER EVER trust Boeing Employees Credit Union. My delightful bride and I had the rare opportunity to travel to Switzerland, Germany, and Russia for 17 days. We made quite certain we called and placed on every single one of our accounts the note that we would be in exactly the countries in exactly the dates we would be. The bank assured us there would be no issues and no holds would be placed on our card because we decided to spend some of the over 10,000 dollars we had in our accounts for our trip. Well we started out and had a great time in Germany. We had enough cash to get us through Switzerland and Germany but then we decided to go to the store. That's when BECU knowing perfectly well that we were overseas froze our accounts because we spent $200 on our card. This of course was the exact same card we had specifically placed a note on the account and had been promised we would have no problems spending money overseas. From that moment on we were unable to contact the company and unable to spend a DIME of the money they told us we would be able to spend. When we returned to the USA many days later we contacted BECU to find out why a freeze had been placed on our cards and were told, "there is no freeze on your account." We then went to the medical clinic for a checkup as you always should coming back from overseas. When we went to pay the $20 deductible we were told the card was refused. We then called the liars at Boeing Employees Credit Union and were told that sometimes this just happens. We did not get an apology. We did not get a sympathetic ear. We did not get a hint of the fact that they were sorry in the least. They even admitted that the reason it was held was because they saw a charge from Russia. When we asked them if there was a note on the account that we would be overseas during that timeframe they said. Oh yes, we see there was a note on the account but it happens and its just the way it is. NO APOLOGY. NO SYMPATHY that we were STRANDED overseas without a dime from the accounts we had been promised would have the finances available and no admission of error. SO our advice? Feel free to go overseas but NEVER EVER trust Boeing Employees Credit Union. Desired Settlement: A written and personal apology from the company and a refund for the price of the trouble caused to us overseas.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/25) */

September 24, 2013

Revdex.com Complaint Response -Member [redacted]

Case # XXXXXXXX

[redacted] and his spouse [redacted] have eight (8) debit cards with BECU. The [redacted] have a total of seven (7) Member Share accounts, including four (4) savings accounts and three (3) checking accounts.

Out of those eight debit cards, BECU entered six (6) into the fraud monitoring program. Of those six cards, five (5) were not actively used by the members. Of the two cards that were not entered into the fraud monitoring system, one of them was the one [redacted] used overseas. As a result, BECU's fraud monitoring system did not have knowledge that the card would be used overseas. When [redacted] attempted to use the card overseas, he was prevented from doing so.

The debit card that [redacted] used prior to her trip overseas could have been used overseas, as it had been entered into BECU's fraud monitoring program. However, [redacted] did not use that card overseas. This is why the [redacted] experienced problems using their debit card overseas.

Since the cards that BECU entered into the fraud monitoring program did not include the cards that the [redacted] intended to use overseas, BECU is willing to provide a $50.00 gift card as consolation for their frustrations. We will be mailing the gift certificate under separate cover.

Sincerely,

Legal Department

Final Consumer Response /* (2000, 7, 2013/09/26) */

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

We do have quite a few cards but we specifically told the bank we would be overseas. They admit fault by sending the gift card and as such we accept their apologies. We will not trust our money to them when we return overseas but do accept the apology.

Review: BECU frequently charges over draft NSF charges when automatic withdrawal happens earlier in the very same day as automatic paycheck deposit or manual deposit to BECU the very same day. EX: auto pay bill withdraws @ 1201 am and paycheck deposits at 0100 am...BECU charges a $25 overdraft fee. EX: auto pay at 1201 am, walk in deposit at 930 am (when bank opens) SAME DAY a $25 NSF fee is charged.

Desired Settlement: DesiredSettlementID: Refund

I would like (per request) my $25 back

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/09) */

December 9, 2013

[redacted] filed a complaint to the Revdex.com in which she stated that BECU has been assessing NSF fees because her automatic/electronic withdrawals (payments) are debited from her BECU checking account prior to a recurring direct deposit being deposited to her BECU checking account. We have researched the facts and provide the following response.

In this case, most recent information gleaned from [redacted]'s periodic statement indicates that a Chase auto pay was withdrawn from [redacted]'s BECU checking account electronically on or around the 8th of each month (in the most recent case, November 8, 2013). It appears that payroll funds are automatically deposited into [redacted]'s BECU checking account on or approximately on the 15th of each month (in this case, on November 15, 2013). As a result, [redacted]'s account went negative sometime after the 8th until funds were deposited on the 15th. Therefore, BECU assessed an NSF fee of $25.00.

Direct deposits via ACH are controlled by the employer, and BECU posts direct deposits as soon as received. Electronic/auto pays are processed very early in the morning, and we understand that this is an industry standard.

We suggest that [redacted] change her auto pay with the respective financial institution, which appears to be deducted from her account on the 8th of each month, to sometime after the 15th of each month, which is when her direct deposit is placed into her BECU checking account. In the absence of that option, [redacted] can carefully monitor her account and ensure that sufficient funds exist to prevent any overdrafts. BECU's internal business records indicate that our member consultants have informed [redacted] of her options, and as a courtesy, we waived an NSF fee of $25.00 on August 1, 2013. However, we cannot continue to waive these fees if her account becomes overdrawn, as [redacted] is in the best position to manage her accounts and ensure that adequate funds are in those accounts to prevent future overdrafts.

Sincerely,

Legal Department

Review: On 8/2/13 I went to the atm at my branch to deposit cash in the amount of $2300 I didnt count it as I was putting it in when the deposit printed out it show the deposit was short $500 I immediately called the bank and told them that it showed an error in the deposit so they credited me and told me that it would show up when the money in the machine was counted that night.On 10/10/13 I went online to see what my balance was and found that the bank had withdrew the $500 out of my account claiming that when the funds were counted for that night it balanced and there was not an extra $500. When I called to ask what had happen they said they would recount the money for the night to see if it was counted wrong in the first place. Of course it would be different because apparently someone has stolen the extra funds.If you look into the account in question you will see the purchase of 4 plane tickets equallying $2246.40 and a priceline charge of $112.31 these tickets were purchase for my son he had given me the money to cover the cost of the tickets and I used my card to purchase them.Prior to depositing the $2300 I had just over $300 why would I allow a purchase of $2300 from my account if I didnt put the money into to cover it. I want my account credited back the $500

Desired Settlement: DesiredSettlementID: Refund

I want the money stolen from my deposit credited back to the account and a internal investigation completed to determine what had transpired the night the money was counted.I will be filing police charges for theft so I want the names of everyone involved.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/28) */

October 28, 2013

Revdex.com Complaint-[redacted]

#XXXXXXXX

To Whom It May Concern:

BECU has researched this matter for [redacted]. We posted a provisional credit of $500.00 while we investigated the matter. Upon further investigation, we determined that the ATM in question received approximately $1,780.00 instead of $2,300.00 as [redacted] claims she deposited. Specifically, according to the ATM records, [redacted] made two separate deposits on August 2 at the same ATM location. One deposit was in the amount of $980.00 and the other was in the amount of $800.00, totaling $1,780.00, not $2,300.00.

[redacted] admits that she did not count the money before she made the deposit. We advise our members to always verify the funds that they are depositing. Our records indicate that BECU denied the provisional credit and notified [redacted] by letter. However, it appears that [redacted] requested a second review of this matter and BECU provisionally credited [redacted]'s account again on October 11, 2013. Upon further review, we will inform [redacted] whether the provisional credit will be denied or remain as a permanent credit.

Sincerely,

Legal Department

Review: I applied for Credit Card insurance around 2010. They charge over 1% of my balance as insurance. I have wanted this removed since 2012. I have faxed a request to have it removed by nothing has happened. I want the insurance collection on the credit card removed. It's not fair that I'm asked to fax my request a second time.Desired Settlement: Correct my credit card account so that I'm no longer using their insurance product. I seek reparations for being overbilled.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/23) */

September 23, 2014

Revdex.com Complaint #XXXXXXXX

BECU received Mr. [redacted]'s request to remove the Loan Payment Protection coverage on his Visa card on September 15, 2014. BECU removed the Loan Payment Protection coverage on September 16, 2014. Prior to that date, we had no record of any request to remove the coverage from Mr. [redacted]'s account.

Mr. [redacted] is no longer responsible for paying the premium on this product, as it has been canceled.

Compliance Dept.

Initial Consumer Rebuttal /* (3000, 7, 2014/09/27) */

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

I am still seeing charges for Loan Payment Protection on my latest statement.

Final Business Response /* (4000, 9, 2014/10/16) */

Revdex.com Complaint # XXXXXXXX

October 16, 2014

Response

Mr. [redacted]'s Visa statement cycle closes on the 8th day of each month. BECU received his request to cancel loan payment protection ("LPP") on the 16th of September, which is when BECU removed it. Since Mr. [redacted]'s statement cycle had already closed for the month of September this explains was why he still saw an LPP payment posted to his account. Beginning in October, when his statement cycle closes on the 8th, he will no longer see the line item LPP charges.

If Mr. [redacted] sees an LPP payment on his account when he receives his October statement, we would like him to contact us at X-XXX-XXX-XXXX, ext. 1399. We will remove the payment and re-credit his account.

Thank you.

Compliance Department

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: 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.