Consumer complaint received 2020-08-20
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:
XXXX XXXX XXXX XXXX XXXX  XXXX, XXXX, Virginia, XXXX Phone : XXXX Email : XXXX Thursday, XX/XX/XXXX Greetings! 

I am filing an official complaint against Boeing Employees Federal Credit Union, referred hereunder as BECU, of XXXX XXXX XXXX XXXX WA XXXX for failure to protect my personal information and explicit refusal to abide by their stated policy of supposedly zero-dollar customer liability in case of fraud. 
If I am not mistaken I had acquired their VISA card in either XXXX, or XXXX, and have been using it regularly since, consistently paying much more than the required minimum. 
I have several other VISA/MASTERCARDs with lower credit lines that I have been using regu-larly and by comparison, less frequently than the BECU VISA. Their VISA has a higher balance and consequently carries a much higher interest. So, consequently, I have set up automatic pay-ments, treating their card as virtually frozen. I have additionally locked it as to prevent its unauthorized use, or at least I thought so. 
Recently, like millions of other Americans I was affected by the COVI-19 pandemic and have tried unsuccessfully to work with BECU in order to avail myself of the federally proclaimed deferral of credit cards and mortgage payments. While other financial institutions have been more responsive, straightforward and forthcoming - Not a problem, Mr., XXXX, we can postpone payments, be assured there will be no late fees, no negative credit reporting, just be aware of the fact that interest will continue to accrue monthly, or something along these lines, BECU practically gave me the runaround. I have submitted a financial disclosure, trying to show them my serious financial situation with a negative monthly balance of about {$1000.00}. Instead of doing the right thing, and following the US government policy on debt relief, their response was callous and insensitive : How much of a monthly payment can you afford? And then, in their ultimate wisdom they said, Well maybe you can call your mortgage company and have them give you a deferral? Translated, this means : Jeopardize your primary residence with secured debt and pay our non-secured credit card debt. Is this really the kind of financial assistance Congress is offering to working class Americans, seriously affected by the COVDI-19? 
Only then I decided to check my balances and was totally shocked to discover that I was yet again a victim of financial and identity theft fraud. 
Thus, in XXXX the Office of Personnel Management of the US government ( the agency holding detailed financial, medical, address and next of kin information, including fingerprints of a vast number of US government cleared individuals, myself included ), announced that some 22 mil-lion detailed records of the kind that I described have been leaked/lost/siphoned off. Next I got scammed not once but 4 times by unknown entities. Initially it started with a series of text messages : Did you attempt to use this card at such and such location in Texas? What about this store, ( some 30 minutes later )? It turned out that unknown individual ( s ) have breached my XXXX  XXXX XXXX credit card, and later compromised its credit card replacements en route to me that I have not yet received and never activated. And this is where an interesting pattern has emerged : these unknown perpetrator ( s ), unbeknownst to me, have altered my address, redirecting all XXXX  XXXX XXXX issued cards to a small Texas town and engaging on a shopping spree. I have provided all applicable documents to the FBI and never heard back from them, even though they had enough evidence to launch an investigation. Should you wish to do so, I will gladly provide you with documentary evidence of the XXXX  XXXX XXXX fraudagainst me. 
Then came the well publicized data breach at XXXX  and XXXX  ( two of the national credit reporting agencies, whose numeric score is used by all lenders nationwide to assess potential creditworthiness, or lack thereof of consumers ), again affecting millions of Americans, myself included. In the past I have also been a victim of fraud by BECU with similar circumstance that I d not quite remember. 
After BECU gave me verbally their inconsequential, insensitive and irresponsive denial, I started digging deeper. I discovered that an unknown individual ( s ), or maybe a group, has/ve changed my residential address to : XXXX XXXX  XXXX XXXX, XXXX, VA XXXX ( appearing on the first page of my BECU statement attached hereby - yet another city I have never even heard of. This real residential address can be seen with a simple XXXX search and several real estate search engines. I obviously can not tell if the person ( s ) living at that address have committed this fraud or not, this is for more qualified folks than me. As you well know, there are way too many organized groups of all kinds, cybercriminals and individual hackers of every imaginable stripe around the world who could easily steal such information, so practically anyone and everyone could be a suspect. Additionally, credit card information can be relatively easy obtained on the Dark Web ( cost estimates vary ). 
Then came another shocker - yet another unknown individual ( or probably the same who had bypassed BECUs supposedly robust internal cybersecurity systems and defenses, and had redi-rected my BECU cards to the aforementioned address ) has traveled at my expense, yet totally unbeknownst to me all over XXXX - and has done some extensive shopping inXXXX, XXXX all the way to XXXX and other XXXX countries, visiting gas stations, convenience stores, grocery stores and who knows what - all shown with dates and locations on the printout, attached hereby for your convenience. 
I hereby declare under penalty of perjury, that : a ) the aforementioned card has always been under my control, locked in a secure bank vault, b ) that I have never under any circumstances disclosed its combination of digits, expiration date, security code and other security measures to any third party, and that, c ) I have never received any compensation, financial or otherwise from the person ( s ) responsible for this fraud. 
As if being scammed with about {$27000.00} was not enough, that as I have said, have no idea how it went out of my account, BECU has yet again demonstrated their indifference - Too bad, it has been more than sixty day, so we can not do anything! Well, where was your vaunted security to alert me of the unauthorized change of address, as it appears? Where were you when the unknown entity was traveling around XXXX .and shopping around at my expense? 
So, I am requesting a thorough investigation of this serious fraud, closing this card once and for all, eliminating all late and other junk fees, and notifying the Credit Reporting Agencies ( including XXXX  and XXXX  which has also been instrumental in leaking my supposedly sensitive financial information ). They have credit insurance which, have they bothered to do the investigation, would have reimbursed them for any losses, but for me this debt is simply beyond my means, especially given the scope and range. I am also due to retire in a few months, so again, payment of this debt is just plain impossible.

Company response to consumer: Closed with explanation