Consumer complaint received 2022-11-22
Company: BOEING EMPLOYEES CREDIT UNION
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/2022 I messaged my bank BECU about XXXX transactions on my account from XXXX. I clearly stated to my bank that I was unable to receive services from XXXX as I had paid for. I believe I was talking to a bot, and the bot took me through the process of disputing the transaction. The bot then told me a provisional credit would be provided to my account as the situation was resolved. I was confused about what had app and because I hadnt gotten any more information. On XX/XX/XXXX I called BECU to ask if and when I would receive a refund for the goods that I paid for and did not receive through XXXX. Through the earlier message I had already explained that the reason why I needed to dispute a transaction was because I was unable to stay at the XXXX, and the host was refusing to refund me. They then granted me the credit without me even fully knowing what was going on. When I called, I was told that the credit was already in my account. I was given no more information at this time. In mid XXXX I got an email from BECU dispute team asking for more information about my dispute with XXXX. I replied to that email with the information that I had. I heard nothing back from BECU, and logged in on Monday because I have been waiting for a debit card for from them for over a month. And messaging constantly about it, as the agent I spoke to had told me that I would be provided with tracking and I was not. Then I was told that tracking does not exist, so given more incorrect information. I log into my account to see that it was suddenly in the negative. I talk to an agent for four hours, explaining my confusion, and that I did not receive the service and I did not stay at the XXXX. I went through the whole process for hours of me, resubmitting documentation. I submitted proof of me talking to XXXX, proof of the host of XXXX XXXX XXXX XXXX I did not stay there, and proof of the dates to BECU. I explained to the BECU agent that I am in foreign country and without medication and it is the reason that I was messaging to check on my card in the first place. I told her that this was an emergency and they had been a lot of miscommunication on XXXX end. She told me that she was expediting a reversal for my card to bring my account that was in good standing back to what it was. I came back into my account today to check and another {$230.00} was missing from my account. Sending me into an overdraft of {$230.00}. With no money in a foreign country. I contacted BECU for now a fifth time, and was told suddenly that because of the terms of XXXX, and because of the terms of XXXX you that the money was taken out of my account rightfully. That in order to get refunded for not having to receive the service, it had to of been a fault of the host, not providing it. I was not told us at all when I was given this provisional credit. I was given no information and suddenly three months later my bank account is in the negative. I am in a foreign country with absolutely no money, and my money, literally taken from me by BECU. They are completely disorganized and their communication and employees and I have been given a multitude of incorrect communication and information. I was not made known of this process and its severity and fullness and was severely taken advantage of by BECU. I now have a - {$230.00} with no way to get medication, food, or common things. Ive been in contact with BECu for over 24 hours. I need the money put back into my account. It is not the fault of mine that they did not provide the correct information. If I knew that those were the terms of service I would have not of carried through with the transaction. I will put here both in all conversations and the original conversation with the bot that granted the transaction in the first place. This is an emergency situation, and I am reporting BECU for its miss information, and essentially stealing from customers. A resolve to me, would be for this entire thing to be reversed, and for the money to be put back in my account should not have been taken in the first place. They left me in the dark and then punished me for it, and they should not have bots carrying through with such important tasks as the result is situations like this. There has been a litany of other problems I have had with this bank. It is almost continuous issues. But to open my account today and see it suddenly in the negative is something unacceptable. This is borderline criminal, and does not seem illegal to me at all. So I would like to report BECU and get this resolved.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation