Consumer complaint received 2023-04-28
Company: BOEING EMPLOYEES CREDIT UNION
State: WA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I wanted to take advantage of a service that the bank BECU ( Boeing Employees Credit Union ) offers. The service I speak of used to be called " Courtesy pay '' but since their most recent Fee Charging lawsuit - they changed the name to " Optional Overdraft Service For Debit Card Transactions. '' This service as described in their consumer disclosure, is supposed to allow you as a member of the credit union, overdraw your account in the event of insufficient funds. This service is common among banks. I believe that BECU is being Deceptive, Discriminatory, and Abusive with this service. Nowhere on their disclosure does it say that this service is not guaranteed to work. At least not online, where you are Required, to opt-into the service. I read their online consumer disclosure .... it says that they will charge you a fee if you opt into the service and overdraw your account of up to 5 times. I have banked here for at least several years, and have never overdrawn my account .... I recently have had some life events leaving me in a bind and in an emergency. I decided, I'm a good member here. I have loans and I have multiple accounts here. So I decided I should try to opt into the service and fix my urgent emergency. I knew I was going to run out of money by Thursday, and I knew I would also run out of gas to travel to and from work ahead of time. Mindfully trying to manage my finances .... BECU reps understanding this ... ... were still unwilling to do anything about letting me spend a measly {$10.00} or {$20.00} just to purchase gas ... .... ( with the service that they provide and I signed up for ... .let me remind you )- below is how the interactions went. 
I originally called on the XXXX of XX/XX/2023 to add the service. The service did not work when I tried to use my debit card that day. So I called again on the XXXX of XXXX and they told me it is instead required to opt into the service specifically for debit cards on their online banking and can ONLY be done on a computer ... .. ( meaning I had to go home and sign up, could not do it mobile or even over the phone with the rep ) So I did that when I got home after the 2nd call.. However, the next day XX/XX/XXXX, My card still got declined. I was never able to take advantage of the service. Additionally I called today on the XXXX of XXXX to resolve this matter, and instead of being transferred to a supervisor, the representative tried to transfer me to a loan officer to get a loan instead... which I expressed no interest in. It appeared the rep then tried to transfer me to a lead or supervisor at least 2 additional times, but the supervisor declined to speak with me on those occasions. I was on the phone with the rep for over an hour .... and I spoke to a supervisor for less than 3 minutes. The supervisor and the rep both agreed that the supervisor did in fact decline to speak with me, for reasons unknown .... I find this whole interaction discriminatory, deceptive, and abusive. - At this point I did file a formal complaint, only with the rep .... as the supervisor felt it was unnecessary to file his own complaint ( I asked him to file a second complaint for not wanting to speak with me ) .... and at this point I am waiting to speak to a manager, which they did inform me will be tomorrow ... .... ( not helping me in my emergency need for gas... which they were very well aware about ) and I wasn't asking for anything out of the ordinary ..... I was simply asking why I can not take advantage of the service that they offer ... ..... I felt like I was being discriminated against and that others were taking advantage of this service, but for unknown reasons I was unable to?

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation