Consumer complaint received 2024-10-07
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BOEING EMPLOYEES CREDIT UNION (WA)

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX To Whom It May Concern : I am hoping youll reconsider reversing the decision in my favor for Case # XXXX with Boeing Employees Credit Union which is in reference to a dispute I filed with BECU against the merchant, XXXX XXXX 

First, allow me to explain why I was disputing the charge with the merchant, XXXX XXXX. On XXXX I called XXXX XXXX before making an order and spoke with a manager. My son was needing his soccer uniform ASAP and we needed to make sure it would arrive immediately since the soccer season and games were already underway. XXXX said they would rush his order and was told it would take one week to arrive. 

Well, the order didnt arrive until late XXXX which was unacceptable. I called XXXX XXXX several times begging for an update and I was told someone would get back to me. They never did. When the order finally arrived, not everything was delivered. It came in XXXX different deliveries about a week apart ( in late XXXX ). To make matter worse, not everything I ordered was delivered in either of these XXXX shipments. When I inquired about the missing items, I was told theyd ship them out. They never did. Eventually, they stopped responding. 

Attached is the receipt, along with XXXX photos of the XXXX mailing labels they said they created to mail missing items, but they were never delivered. The labels were created but the delivery never left their facility. Regardless, theres no excuse. I want to point out something on the receipt. I was charged for shipping which was supposed to be free but I asked for rush hence the shipping charge. Then, the merchant charged me for XXXX different taxes city and state. Thats insanely expensive! Is that legal? Ive never seen a merchant charge both city and state taxes. Who could afford to buy anything online if this is the case? 

However, we now have another problem and thats with my banking institution, Boeing Employees Credit Union. I had called them around XXXXXXXX XXXX XXXX within the timeframe to dispute, and they denied the dispute. I went into a location and asked to have the dispute re-opened. THey re-opened the dispute and denied it again. Mind you, BECU wouldnt tell my why they refused to reverse the charges and what is even more frustrating, calling them and asking this question yield no answers. The customer service agent says they dont have access to that information. Same outcome when I visited a banking location, the BECU employee is unable to give me answers. This is wrong! 

So, I have continued to re-open the dispute and have written an explanation, providing evidence and BECU is now saying they wont honor the dispute becuase its outside the time limit.. NOT TRUE! I began my initial dispute within the timeframe. This goes to show that BECU doesnt offer due diligence to their customers. I feel this is low-effort customer service and in now way protects consumers against predatory merchants. I deserved to have this dispute reversed back in XXXXXXXX XXXX XXXX but beyond that I deserved to have BECUs reason why they denied the dispute in the first, second and third place. Now, on the XXXX attempt, theyre saying its outside the timeframe. Thats unfair and its a lie. 

What frustrates me most is BECUs lack of information and the roadblocks they have so XXXX unable to find out pertinent details pertaining to their decision on my initial dispute. They need to change their process. Consumers deserve to make a phone call and get answers right then and there. Instead, BECUs own customer service phone agents along with their in-location representatives are unable to assist us. Theres no way for us to find out the information and BECU doesnt even have a process to email and/or give the information. THeres no letters, notices, etc. 

Please see attached documentation for your review. I appreciate your time and energy. 


Thank you, XXXX XXXX ( XXXX ) XXXX XXXX XXXX