Consumer complaint received 2021-02-16
Company: BOEING EMPLOYEES CREDIT UNION
State: WA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Boeing Employee Credit Union Home Equity Loan Account Number XXXX Subject Property : XXXX XXXX XXXX XXXX, XXXX XXXX, WA XXXX In XX/XX/XXXX I started a refinance transaction on the subject property through XXXX XXXX XXXX in XXXX, WA that include paying off the 1st mortgage and this BECU home equity loan. 

In XXXX I was informed by my XXXX  loan officer that the refinance would not close until XXXX and I was advised to make my XX/XX/XXXX payment on the BECU home equity account. 

On XX/XX/XXXX I made a payment through the BECU bill pay service in the amount of {$220.00}. 

After making this payment, I received notice from BECU that the XXXX payment on the home equity loan has still due. I then contacted BECU customer service for assistance and provided documentation showing I had made the XXXX payment. 

BECU customer service informed me that I had submitted the home equity payment to their 3rd party mortgage loan servicer XXXX. BECU customer service did not offer me any assistance on getting the payment applied to the correct loan or information on how to get the money returned from XXXX. 

The {$220.00} was finally returned to me by direct deposit from BECU to my checking account on XX/XX/XXXX. There was no explanation provided by BECU on the delay in returning these funds, or why it never got posted to the correct account. 

The BECU home equity was paid in full at close of escrow on XX/XX/XXXX. 

I am now in the process of obtaining an additional mortgage loan with XXXX XXXX XXXX which is how I learned that BECU is reporting this home equity account as 30-days past due.

The credit report showing the 30-day past due was obtained by XXXX XXXX XXXX on XX/XX/XXXX. 

An attempt was made through XXXX XXXX XXXX credit report company, XXXX XXXX, to get BECU to correct the 30-day past due on my credit report and a conference call was made on Friday, XX/XX/XXXX to BECU with XXXX XXXX, my XXXX  loan officer and myself participating in the call. 

BECU is refusing to acknowledge the attempt I made in XXXX to make the payment on my home equity loan, is blaming this on me as a customer error and has refused to take any action to remove the 30-day past due on this account. 

My intent to keep the BECU home equity payments up-to-date until the loan was paid off is clear, and there has been no malice or neglect on my part on keeping up with my payment obligations. 

The 30-day past due reporting by BECU is creating an undue financial burden by lowering my credit scores to a level that will add significant cost to any mortgage transaction I attempt to make now, or in the future. 

Based on the inactions and poor customer service of BECU I was forced to make a formal dispute with each credit bureau in order to get the past due reporting status removed from this BECU home equity account and from my credit report. 

My goal now is to prevent BECU from reporting this account as past due in the future. 

Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation