Consumer complaint received 2024-06-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: BOEING EMPLOYEES' CREDIT UNION
State: OH

Complaint narrative:
The following has been written with the assistance of my daughter, XXXX XXXX : In XX/XX/year> I experienced a XXXX and my doctors have directed me to XXXX XXXX any longer. I have also become medically retired, so I can no longer afford the payments for the vehicle loan I have through BECU. While I have attempted to sell the car to a private party, I have been unsuccessful. 

On XX/XX/XXXX, with the help of my daughter XXXX XXXX, I contacted BECU to request a voluntary surrender of the vehicle related to my loan. During that call the agent recommended that we complete a Third Party Loan Information Authorization Form so that my daughter may assist with accessing loan information on my behalf. The agent also offered for a manager callback to review the entire process of voluntary surrender the following day. I consented to the call back. 

On XX/XX/XXXX we completed the Third Party Loan Information Authorization Form with a wet signature, as is their policy, returning it to the XXXX BECU XXXX XXXX. A BECU Loss Management manager also called my phone and reviewed the voluntary surrender process with me and my daughter XXXX. During that call, it was established that anyone could physically present the car for surrender -- including my daughter or my son, even though they were not named on the loan -- and that the process was to take the vehicle to the XXXX BECU XXXX XXXX and fill out the requisite form. My daughter XXXX then confirmed this information with the agent XXXX at the XXXX BECU XXXX XXXX in person, indicating very specifically that my son XXXX XXXX would be returning the vehicle for me on XX/XX/year> and acknowledging at the time that he nor XXXX were named on the loan but that this would not be a barrier to physically returning the vehicle. 

On XX/XX/XXXX, XXXX made another call with me on speakerphone, where we confirmed the account number with the loss management agent and confirmed my son XXXX would be returning the vehicle the next day, confirming he is not a named loaner ; the agent confirmed the vehicle would be accepted under these conditions. 

On XX/XX/XXXX, after I had left the state to move to OH with my daughter, my son XXXX XXXX attempted to surrender the vehicle and was denied. The XXXX BECU XXXX XXXX staff stated that he legally could not as he was not named on the loan, and that he must get explicit permission from myself, XXXX XXXX. I then called on speakerphone with the help of my daughter, and BECU claimed that the only party that could physically relinquish the vehicle for surrender would be myself. The only option they offered for resolution required exorbidant tow fees for a tow repossession to be enabled by a third party towing company. the Loss Management agent XXXX refused to acknowledge the many contacts and calls previously and tried to deny that the Third Party Loan Information Authorization Form was ever submitted regarding my daughter XXXX. This seemed to be a tactic on the call to deny further information and end the call, as XXXX began the call by verifying my daughter with the information that had been provided on that authorization form and acknowledging her privilege to discuss the loan. We requested a callback from a manager and no callback was issued. 

On XX/XX/XXXX my daughter made another call to BECU 's Loss Management, in my presence and with my involvement, speaking with an agent XXXX and requesting to escalate the call to a manager as per her request on XX/XX/XXXX. XXXX XXXX ( extension XXXX ) denied any previous contact or confirmations were made with BECU regarding the voluntary surrender of the vehicle, while simultaneously claiming that the manager callback request from XX/XX/XXXX was made by them ( contradictory information ). During this call XXXX denied all BECU responsibility, yet indicated she confirmed I was repeatedly given misinformation and offered no resolution, making heavy encouragements for me to give power of attorney to either of my children so they could relinquish the vehicle on my behalf. Ultimately no resolution has been reached, nor any responsibility taken for the errors of BECU agents in misrepresenting their policies. 

At this point it is clear that BECU misrepresented their processes and policies, and has further denied their wrongdoing, and will not make the issue right and issue a credit for costs incurred because of their misrepresentation. They have presented Power of Attorney be pursued as an option to circumvent their policy issue many times, yet I am not willing to relinquish my financial autonomy in order to compenstate for their mistakes.

Company response to consumer: Closed with explanation