Consumer complaint received 2018-12-08
Company: BOEING EMPLOYEES CREDIT UNION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I would like to file a complaint against Boeing Employees Credit Union ( BECU ), XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, WA XXXX, XXXX, XXXX, Fax XXXX for failing to adhere to their own self-professed policy of Zero liability in case of fraud and similar vague, non-existent claims. 
Specifically, I have been their client for quite some time and 2 times in 3 years I have become a victim of identity fraud on their end, where unknown perpetrator ( s ) have  gained access to my supposedly confidential and private information, and have gone on to extensive shopping sprees on my dime. 
Last time it happened, was sometime in XXXX of this year, when I was travelling on a sensitive US government mission around the country to various military bases with no internet or phone connectivity. Somewhere down the line, transiting to and from various airports and being driven by military vehicles, and carrying sensitive equipment with me, I lost my BECU credit card and my phone. I must say, that I have never ever used that card for any purchases, only for balance transfers and it can be seen from transactional history with them. Upon return to my home base in Virginia, sometime around the end of XXXX, I logged in to their web page and discovered that unbeknownst to me someone has managed to rack up significant amounts of totally unauthorized purchases in the XXXX totaling about {$5000.00}. Upon discovery I immediately contacted their fraud department and was assured that supposedly their clients had Zero liability in case of fraud, etc., etc., - the usual propaganda. Sometime around the beginning or middle of XXXX I got a call from someone from BECU, claiming she worked for their financial crimes unit who asked me if I had contacted law enforcement. I have told her that I have had several other cases of exactly the same kind of fraud. Specifically, my XXXX XXXX XXXX cards have been stolen and compromised several times, where an unknown person tried to receive a new card and went to buy stuff in a little Texas town. I was able to pinpoint the locations of his attempted purchases on the map and even sent all the documentary artifacts to the FBI, and so far I have not heard back from them. 
So, when I asked that individual, after sharing with her my XXXX  XXXX XXXX experience - do you expect me to contact the XXXX police and whom do I contact, she said - Yes, you should do that!? 
So far, I have not received any official letter from BECU about the status of my claim. While they were transitioning the accounts ( standard operating procedure when an account has been compromised ), they have increased my monthly payment and have even charged me late fee, despite the fact that : a ) I have been with them for a very, very long time, b ) never had any late payments, and c ) have always paid a lot more than the minimum monthly payment. 
Given the aforementioned, I request that your office carries a full-blown investigation in their business practices, especially when it comes to their Zero fraud liability and reversal of all extraneous fees and expenses that I have incurred as a result. I am also requesting to be reimbursed {$1000.00} for their sloppy security practices, wasted time and total disregard about my finances.

Company response to consumer: Closed with monetary relief