Consumer complaint received 2025-06-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
This is my XXXX formal complaint to the Consumer Financial Protection Bureau regarding the mishandling of unauthorized transactions, delayed support, and inaccurate credit reporting by Boeing Employees Credit Union ( BECU ). My original complaint, CFPB Case XXXX XXXX, failed to yield a satisfactory resolution, despite presenting clear evidence of unauthorized use and my proactive efforts to resolve the issue. The institutions most recent response dated XX/XX/XXXX, neither acknowledges the reported fraud nor addresses the harmful and ongoing consequences of inaccurate credit reporting. 

Background Context : Trust Exploited, Fraudulent Use In late XXXX through early XXXX, I experienced severe financial hardship. During this time, I enlisted the help of a trusted individual to assist with errands and transportation. Unbeknownst to me, this individual took advantage of my vulnerable position and used my XXXX credit card to make unauthorized purchases. The most significant of these transactions occurred in Wyoming, where my credit card was usedwithout my permissionto pay for the rebuilding of a semi-truck engine, an expense clearly unrelated to my financial profile or daily needs. 

At no point did I provide verbal or written authorization for this charge. I was not physically present in XXXX at the time of the transaction, nor do I own or operate a semi-truck. The individual involved did not have legal permission to use my financial instruments, and this transaction constitutes fraudulent activity. 

Initial Response by XXXX : Delayed and Deficient Upon reviewing my account statements and identifying the unauthorized charge, I immediately contacted XXXX to report the fraudulent transaction and seek relief under their hardship payment arrangement policies. However, my initial attempts for assistance were dismissed or neglected. I made multiple calls in early XXXX but was only offered meaningful help after speaking to a XXXX representative named XXXX on XX/XX/XXXX. 

Pariss involvement led to a hardship arrangement being initiated, but by then, the account had already begun to accrue late fees and negative reporting due to the delay in support. This failure to act promptly reflects poor internal coordination and contradicts the fair treatment expected under Regulation XXXX and FCRA XXXX ( a ) ( XXXX ) ( A ), which requires financial institutions to ensure the accuracy and integrity of the data they furnish. 

Good Faith Payments Despite Financial and Emotional Toll Even though I was the victim of fraud and had no obligation to pay for these unauthorized charges, I took full responsibility and made good faith payments. Specifically : On XX/XX/XXXX, I made a payment that satisfied the XXXX due date. 
Shortly thereafter, I made a {$6000.00} payment, which significantly reduced the account balance. 
These payments were made not because I was liable for the charges, but because I was trying to maintain a good relationship with XXXX  and protect my credit historydespite the emotional distress, financial strain, and violation of trust I endured. 

XXXX XX/XX/XXXX Response : Inadequate and Legally Deficient XXXX XX/XX/XXXX, letter ignored key aspects of my report : It acknowledged receipt of payments but refused to consider the fraud or the nature of the unauthorized charges. 
It claimed that delinquent reporting was valid under the Fair Credit Reporting Act ( FCRA ) and XXXX XXXX XXXX, but made no mention of my report of unauthorized use or the specifics of the Wyoming charge. 
It failed to provide any evidence of a proper fraud investigation, which they are obligated to conduct under FCRA XXXX and XXXX ( b ) once a dispute has been submitted. 
No documentation or receipts were sent confirming they reviewed the XXXX charge or contacted the vendor involved. 

Legal Violations and Procedural Gaps FCRA XXXX ( a ) requires a furnisher to perform a reasonable reinvestigation upon disputeBECU failed to do this. 
FCRA XXXX ( b ) mandates that if fraud is alleged and a dispute is submitted via a consumer reporting agency, the furnisher ( BECU ) must investigate and report the findings. No such investigation occurred here. 
Under Regulation XXXX ( XXXX XXXX XXXX ), XXXX had a duty to correct or delete incomplete or inaccurate informationbut instead they continued reporting delinquency tied to a fraudulent transaction. 
By failing to act upon the XXXX report and now ignoring the second, XXXX is showing a pattern of willful noncompliance, which XXXX constitute negligence or willful violation, opening the door to civil liability under FCRA XXXX and XXXX. 

Summary of Impact A fraudulent charge made in a different state, by someone who exploited my trust, continues to weigh on my credit report. 
I am a documented hardship customer who made multiple good faith payments despite not being liable for the original charge. 
I reported the charge XXXX but XXXX has never acknowledged it as fraud or conducted an appropriate investigation. 
This has caused undue emotional distress, credit score damage, and limited my access to financial products that I would otherwise qualify for.

Company response to consumer: Closed with explanation