Consumer complaint received 2025-03-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
So basically, I called in XXXX, ( unsure of date, before the XXXX ) to BECU about a dispute I needed to file for keycaps I never gotten. " This purchase was for a set of keyboard keycaps that were originally scheduled for delivery in XX/XX/XXXX but the company delayed shipment three times and ultimately never sent the product. 

Despite multiple attempts to contact XXXX XXXX for updates or a resolution, they have stopped responding to my emails. Given the repeated delays and lack of communication, I believe this transaction qualifies for a chargeback under the category of " goods not received. '' I have contact them via a discord/social media website and they said the item will come by XX/XX/XXXX. That was sent back on XX/XX/XXXX even though the website said it will come in XX/XX/XXXX. '' So now, because it was on an old card and the charge was back in XX/XX/XXXX, I had to file a fax. The fax was sent XX/XX/XXXX XXXX? 

I had to call to confirm and after waiting until later that they can not process a dispute, I had to explain more detail about the issue that it was arrive XX/XX/XXXX, so they made me email XXXX I did and sent them an email, with all the info they need. 
XX/XX/XXXX, XXXX ( attached ) They replied back XX/XX/XXXX, asking me to give more information, the item, the amount, order number, if I talked to the merchant first, etc. They claimed they sent a refund of the charge but I never got it, likely since it went to the old card that no longer is active. 

I replied XX/XX/XXXX with the information they needed, but the automation said they never got the email and closed the ticket. So I had to call XX/XX/XXXX XXXX XXXX  and after back and forth they reopen the ticket, BUT they took credit back, so now I am being doubled charged here. They said they will keep looking into fixing this and please call for updates. 

Many times, I had to call about this issue, verifying information over and over and had to do tele video call because my Maiden name was not verifying correctly. 
Called XX/XX/XXXX, transferred over and then said to call back. 

Called XX/XX/XXXX, called and transferred, no results yet. They said they want more information and somehow found it already that I already gave them weeks ago. Please call Monday. 

Called XX/XX/XXXX today around XXXX, having issues verifying information AGAIN? 

I have no way to figure whats going on and if they are pulling me around so I give up and lose XXXX dollars basically. 

The biggest issue here, is BECU refuse to do disputes updates over the email at all, only to provide information and thats it. I have called many times, some of those times, I have been extremely walled about verifying my information, which agents keep getting wrong, about my mothers Maiden name. XXXX is the one that keeps messing it up. Agents are terrible at getting this Maiden name right. I just want my money back. 

They also took provisional credit, but I NEVER GOT THE CREDIT in the first place! IT went to the old card. So I am being charged twice! XXXX once for the item I never got and XXXX from BECU from credit I never got because it was on the old card! I said this many times and still they keep saying they will look into it. 

Its now been since XXXX and I haven't got my refund or resolution. The XXXX supply is basically dead, no longer responds to emails, and I don't know what else the problem is if my credit union can't even guarantee my money back.

Company response to consumer: Closed with explanation