Consumer complaint received 2023-04-14
Company: BOEING EMPLOYEES CREDIT UNION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
In XXXX of XXXX I co-signed for a credit card on which my daughter is the primary account holder. In XXXX of XXXX I discovered that while I thought the credit limit was {$10000.00} the credit limit was {$28000.00} and that my daughter had used all of the available credit on the card. On XX/XX/XXXX I called to try to close the account to try to mitigate my damages. The representative could not find a record under my name or social security number. I was transferred to Loss Management and repeated my situation. I was told that they did in fact have my information but that I couldnt close the account without my daughters signature. My daughter will not consent. I was transferred yet again to the main number " because they could help me, '' but the rep could not find my information. 

Knowing that interest is about to begin to accrue on this account, on XX/XX/XXXX I again called BECU in an attempt to close the account and/or make a large payment on it to help avoid interest. The representative said she had tried three different ways and could not locate my information. She tried to reach the Credit Disputes Department for me but said it just rang and rang. She said the contact center ( which is the main number ) could help and transferred me. After being on hold for quite some time, this next representative did find my information and assisted me in closing the account ( why couldn't they do it before? ). 
On XXXX I called to make an {$8000.00} payment. The prompts led me down a trail of being able to use the automated system to make a payment, but then the system wanted a member number and the last four of my social. I dont have a member number as I was never made a member. So I called back. The first rep I spoke with ( XXXX XXXX asked for my first and last name and the last four of my social to verify my information. There was a pause, then he asked for my mothers maiden name and my date of birth. I gave this information to him. He said the system was pulling up my information. Then he said the information did not include the last four of my social or my date of birth. He said he could not take the payment because he could not verify my information because my social and date of birth werent input. He said the Loss Management Department would take my payment and transferred me.

I spoke to a female rep in the Loss Management Department. She tried to find my information and could not and informed me that because of this she could not take my payment. I pointed out that BECU was reporting the debt to the three credit bureaus and that the account was incurring interest because they would not take my payment. I then hung up. 

On XXXX, after having disputed the debt with the three credit reporting bureaus and two of them coming back with verification that the account is accurate, once again I called BECU to make an {$8000.00} payment. The first rep said she could see my information but couldnt take my payment because its coming from another institution ( dont they always? ). She said she would transfer me to another department. I told her that every time I get transferred the next person cant see my information. She said she cant pull me up on one system but can pull me up on the Visa side. The next rep said that because my information isnt in the system she couldn't take a payment, but the automated system can. I explained that is not possible because I dont have a member number. Then she said she could take the payment but couldnt provide me with any information. I said I didnt want any information I just want to make a payment. She informed me there was a {$2000.00} limit per day for payments and a transaction fee of {$4.00} per payment. Thats 14 phone calls to people who dont have my information ( each phone call takes about half an hour, so 7 hours on the phone ) and transaction fees of {$63.00} for 14 transactions. And that's IF they can " find my information. ''

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