Consumer complaint received 2017-08-07
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:
On XXXX XXXX, 2017, {$62.00} was debited from my checking account. While the recipient ( XXXX ) looked legitimate the amount taken was a mystery to me. My normal monthly payment on my student loan is a different amount and set to autopay on a different day each month. I logged in to my student loan account at XXXX and was able to see my normal payments reflected in my payment history. The extra charge of {$62.00} was not reflected in my account payment history. I phoned XXXX. I was asked to provide proof that the charge had occurred. I uploaded this documentation as required. I was told that they would investigate and get back to me. They did n't. I restarted the process again, provided the same documentation and trying to get somebody to pay attention to my situation. That still did n't happen until finally, on XXXX XXXX 2017 I was put in touch with a helpful agent who asked if I had a relative named XXXX XXXX. I said I did not, but that I divorced a XXXX XXXX over XXXX years ago. He said there had been a mistake and that somehow the accounts became crossed. He could n't share more details with me because of privacy concerns, but said he took detailed notes and that I needed to call back and talk to another department that could deal with this unique situation.
Meanwhile, I had also been in contact with my credit union, BECU, to alert them of fraudulent activity. They had me fill out an unauthorized ACH withdrawal form. They reversed the withdrawal and vowed to investigate. I wanted to know what happened and wanted assurance that it could not happen again. I did n't feel safe. They eventually reversed the reversal ; in other words the {$62.00} was still stolen from my account. I contacted BECU through the secure messaging center and requested an explanation. They said that the company ( XXXX ) had provided proof of the authorization and that I could request the information used in the decision. I requested that information through the secure message center to which they replied, " Good Afternoon XXXX, Thank you for using Secure Messaging today with your transaction concern. I can absolutely investigate for you.
In review of the documents received from XXXX XXXX XXXX  department, an ACH Proof of Authorization was also provided. They also sent this statement This payment was made by the customer via a web application in which they log into, using a unique user id and password. The individual for this student loan is listed as XXXX XXXX XXXX.
At this point to research any further, I would need to reach out to our ACH department directly. Unfortunately this department leaves at XXXX and are no longer accessible today. I did however request the authorization documentation to be mailed to your address on file. I will reach out to this department tomorrow to inquire further.
Thank you again for your time and have a good day. '' I find this absolutely alarming, untrue, and disingenuous. At this point my patience is running thin, I 'm still missing {$62.00} and dozens of hours of my time trying to resolve this issue that remains from XXXX XXXX  2017. It seems ridiculous to have to chase down an attorney to recover my stolen {$62.00}. The CFPB is my last stop before I take that route.
Thank you for any assistance you may provide. Also, thank you for any process and policy help you provide to the organizations involved so that this can not and will not happen to me or any customer again.
XXXX

Company response to consumer: Closed with explanation