Consumer complaint received 2021-12-07
Company: BOEING EMPLOYEES CREDIT UNION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
First of all thank you for taking the time to review my claim. I am a XXXX XXXX XXXX XXXX who has been banking with BECU since XXXX. On XX/XX/XXXX I received a telephone call from an individual claiming to be from XXXX XXXX team. I usually never answer unknown phone calls but I was waiting for a call from a XXXX and knew that I would have to answer a call from an unknown number. So when I got the call, I answered it. This is where the story and the fraud that happened to me begins. The person said they were from XXXX XXXX team and they stated that I may have some unusal activity that there was a charge on my account for a new XXXX  {$990.00}. They asked me if I had made that purchase. I said No. The person then proceeded to tell me to log into my XXXX account, and have me look at it. The fact that I logged into my XXXX account allowed the fraud to happen. The person on the other end of the phone told me download team share so that he could show me where the fraud was. We went into my XXXX account and he stated that he need my XXXX so he could show me. Once he got into my XXXX account I started getting texts on my phone for money transfers from XXXX, I saw the amount of {$990.00} being transferred and I typed no. I started to panic, I grabbed another phone that I have but it was dead so I had to charge it. In a few minutes I tried calling BECU to see if someone was taking money out of my account. Due to the hold time, I got into my car and traveled over to BECU XXXX XXXX. Waited to see a banking assistant. Once I was with an assistant, I explained to him what had happened. I was in the BECU XXXX XXXX XXXX for 3 hours trying to get my account fixed only to find out that because it was XXXX I would most likely not get my money back. I lost over {$2000.00}. 

Now, this the interesting part, while I was there at the XXXX XXXX BECU branch there were several people coming and going that were customers. I was able to over hear several customers complaing of the same fraud. I heard the various assistants telling customers basically the same thing. Sorry, we cant help you with that. 

Here is my question, BECU calls XXXX and XXXX tells them since I allowed someone onto my computer they will. How, is it allowed that a bank can let a persons complete account be drained in a matter of seconds without some type of safe measures? I have called BECU and ask to talk to the Fraud team, XXXX XXXX of the XXXX  that I spoke to told me there was a lot of this happening! I stated to her at one point that BECU should drop the XXXX app from their XXXX model she proceeded to tell me that XXXX was the safest! I said, I dont think its the safest if they are allowed to tap into a costumers account without some sort of safety measures. How is it that they could go into an account, take {$990.00}, {$800.00}, {$590.00}, {$590.00}? She told me that they would be looking into receiving my money and that it may take a couple of weeks. So a couple weeks go by and I hear nothing from BECU but a letter stating that XXXX was not going to refund the money and that the claim was resolved. 

So on Monday, XX/XX/XXXX I go back into the BECU branch in XXXX XXXX approximately XXXX p.m. Met with the bank XXXX was working with him. He tried calling XXXX fraud after on hold for approx XXXX minutes he was able to talk to the XXXX XXXX team. That is when the XXXX XXXX team XXXX told him that it was my fault and that they weren't going to refund the money. The bank XXXX then attempted to contact the BECU fraud team after being on hold for more than XXXX minutes I left because the bank XXXX would reach me later. He would call me once he could get through. 

On XX/XX/XXXX I went back into BECU XXXX XXXX approx XXXX a.m. and requested to talk to the bank XXXX. Because I refused to put on a XXXX  I was kicked out of BECU. I have been with BECU since XXXX. I went home and made a call to BECU to talk to the XXXX XXXX and get my bank account unlocked. I have been off and on the phone with BECU for over XXXX hour. The person from the XXXX team stated that I was out of luck and probably would not receive my money back. ( have this recorded ) That is when I asked to talk to her XXXX.

Company response to consumer: Closed with monetary relief