BECUReviews of becu.org

This is the worst credit union I have ever dealt with. Usually credit unions are decent institutions that are known for the way they handle customer issues and they generally are pleasant to work with. Neither of these hold true for BECU. Their customer service policies are horrible. They have an outdated way of establishing autopay for loans. You can't just set it up online like literally every other financial institution in pretty much the entire US. You have to fill out a form and mail it to them. And this is to establish it from internal accounts with BECU. While they can claim they have a mechanism to allow the customer to put this in place it is clearly designed to be an additional hassle and this is in there hopes of being able to collect late payment fees if you forget to log in and transfer the funds. In addition to that they will make the funds in your account unavailable to you if the payment isn't made on the due date. They have a 10 day grace period, I believe, to make the payment. This makes it so you have to call in order to pay your loan payment. The systems they have in place are designed to be inconvenient so that they can collect fees for failing to meet their policies. I refinanced my loan with another financial institution just to get away from these bad customer policies.

Sweet jesus. I've never seen a storm of events this bad. First, they move business users to the business portal with like... a week or two notice. Then, calls to customer service that used to take 5 to 10 minutes now take a minimum of 30. The piece-de-resistance is that I needed new cheques and, anticipating this, changed my address on the portal to the new one. You would think that this meant they would now have the new address. You would be reasonable, but also wrong. You have to call them to change your address, and it takes ten days to accomplish that. In addition to ten days to process the ordering of cheques, for a grand total of 20 days. To order cheques. Incredible. I really wanted to bank with a credit union because this was the sort of runaround I expected from BOA or similar, but I guess customer service seeks some kind of level in banking.

I am attempting to obtain a copy of my most recent mortgage statement but apparently they do not provide these to their customers via the online mortgage portal. They require you to use their messaging system to send them a request for your statement and then they reply hours later to tell you that they will email it to you within 2-3 business days. From my perspective this is a terrible policy and has been an extremely frustrating experience as I need the document for a time-sensitive matter. I asked them if they could expedite my request and they have ignored me since then.

I am in shock writing this. I can think of two other times I've ever written a review, and this situation is so frustrating, ridiculous, insulting, and maddening that it is waking me up at night. I have been a member of BECU for going on 20 years, from a poor college student through graduate school to owning my own successful business. I haven't always been perfect, and have had a check bounce here and there over the years when I didn't plan things right. But, they collected their returned check fee and I always fixed it immediately. I've had hundreds of thousands of dollars going into my accounts. Then, suddenly, without communication, conducting an inquiry, or even an opportunity for review, they accuse me of fraud and shut off my online accounts and debit card. They didn't tell me- I had to find out after calling and sitting on hold when I couldn't login to my account like I do every day. Even though the accusation is NOT true, and I can easily prove it, they don't care- there is no process for presenting or considering that proof. I'm told I can wait six months (without a debit card) and then ask to have one again. Meanwhile, my account is sitting there with about $1500 in it that I can't even access unless I go into a financial center. I learned this on a Friday night, by the way, just before I was heading out to use my debit card to take my family to dinner. I understand having processes to protect members and the bank, but immediate judgment despite the facts and without any inquiry and opportunity to discuss the facts- that is beyond horrible service. I thought BECU was different from a bank and actually cared about their members. Not any more. I am not going six months without being able to check my balance online or use a debit card- no one would (especially during a pandemic). I am leaving BECU, and this should serve as a very strong warning to anyone considering joining.

Just moved to the area and was told that BECU was the Credit Union to use by a long time member. I applied online and received an email with a link to send my verification papers. The link did not work. I called and asked for it to be fixed, I was told it was my device and my browser and to use another, so I did. I got the same error with the link not working. I was then told to just drive to the office or FAX the paperwork in, instead of BECU fixing the issue or helping me further. This tells me BECU does not want my business and they must have enough members. I will choose another CU.