Consumer complaint received 2025-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
This is the message I sent to Becu but it comes bouncing back from their email accounts : Hello, Im reaching out a third time to discuss the dispensaries within my account but using a more secure email address and another email of mine to make sure this goes through. 

My name is XXXX XXXX, I live in XXXX and my mailing address is XXXX XXXX XXXX XXXX. I believe that should br sufficient enough to pull up my account as Ive included an audience in an attempt for action and resolution asIvecontinuously been ignored by BECU via email and belittled in person, my assumption being this was used as tactic to reduce the significance involved in the lack of accountability and action for resolve. 

There seems to be miscalculations within certain charges in my BECU account that encompasses the past 10 years of my account. Ive gone to the bank in person to go over time charges and they basically turned me away saying I should contact the company charging my account but had no explanation as to why the numbers dont align with the numbers in their system. 

Im sending this information to log and make sure BECU is aware of the issue Ive been having for a continuous amount of time and tried to remedy this issue numerous occasions. While looking over some IRS documents online that I actually havent seen in person, this lead me to believe my account has been compromised in a time where I wasnt receiving proper notice as I was in college at the time wasnt receiving proper statements. This making me an easy target for identity theft and fraud but this subject is in relation to the lack of accountability and acknowledgment Ive yet to receive from BECU amd the entirety of their staff. So I will once describe and then show you exactly what had happened and is happening. 

Last year I went into to talk about specific charges. I looked up the company called XXXX and noticed a {$3600.00} in XXXX charges but the total read {$4000.00} leaving a gap of {$350.00} unaccounted for. The employee said they have no explanation. Every single branch i called into to go to, this man happened to be working. Not only was it strange but I couldnt get anything resolved because he always had the same answer, he just didnt know. This is just one example out of many. 

I went into the branch in XXXX XXXX in XXXX XXXX and was told the retention period they keep for transactions is 7 years providing 2 extra years from federal law ( 5 years ). As I had a conversation with who seemed like the supervisor of the XXXX XXXX branch around mid XXXX I mentioned that by using the BECU branded app, I could see transaction they go 10 years back. She had no idea that was possible on the BECU app. 

She couldnt help as the transaction I was looking for just missed the mark as it shouldve been around XXXX of XXXX called to report suspicious activity on my account and I asked the person I was connected to when calling the fraud department about this certain transaction. In full confidence she dated a transaction from XXXX of XXXX. This went further than even the 10 year retention period. So Id like to know, is it possible to look further into my account that outlive retention periods that even in person staff are unaware of? The system I see versus the system on the banking side do not seem to match as I just called a member of the fraud department just a few moments ago detailing recent transactions concerning my credit card. As I went through them, the staff member was unable to see the same transactions. The reports can be viewed in XXXX different ways. Directly through desktop, downloaded as a report and through the BECU app. The inconsistencies between the XXXX can be unnoticed if youre focusing on just one form of statement to manage your account. 

There shouldnt be any discrepancies. 

Ive emailed member services twice reporting this problem and the issues with my account as I believe this issues started to arise around XXXX. Ill be able to see IRS records soon to confirm details but there are discrepancies in my account that have been continuously ignored. These recent ones small but over the course of 10 years, this can grow. 

I will attach the small statements and then I will show you the amount of money stated in the same 10 year retention period. 

This video summarizes my earnings for a 10 year period from present day XX/XX/XXXX back to XX/XX/XXXX. My total earnings from that period add up to {$310000.00} if I use the income filter within transactions. Now when using the Spending option to view the same time period of transactions it states an income of {$310000.00}! most likely rounding up. 

The transaction spent on record stated for the same time frame is {$280000.00}. 

An unaccounted for {$31000.00} rounding up that is missing from my account. Especially since now I have less than {$100.00} within the checking and Savings combined and a credit card that seems to double charge me on interest. 

Clearly these numbers dont add up. 

This is obviously a significant amount of money that is unaccounted for and Ive gone in to the branch in XXXX, XXXX XXXX, XXXX ( coincidentally the same employee was working each day I made appointments for these various locations to talk over my account overview ). After seeing him again at the XXXX branch I asked requested a different staff member who ended up getting irritated with me as I complained about the BRCU app thay she claimed to have a part in developing. She suggested O visit the main branch in XXXX. 

None of these occasions made any attempt at answering any questions and actively avoided that there may be any instance with the tampering of my account. I was even given an email because I had issues downloading statements as it came out illegible, instead of a report it was just random numbers and random fonts of all kind. I sent the statements to someone that was supposedly directed to a specialist on the backend that manages the BECU online banking website, the contact given to me by a supervisor of the XXXX branch. ( I have the email given to me if you need me to provide it ) Absolutely no response. 

I filled out a survey recently this last XXXX about an experience and was left a voicemail a few days later concerning my survey. They provided their personal number which I found unusual.When I call it goes straight to voicemail during clear business hours and when Ive never as I was on my phone I never actually got a phone call, just a voicemail appeared on my phone suddenly at the current time. My service is bad but it could be phishing. I can provide that transcript or audio message for that voicemail if needed. The voice was recognizable amd I remember talking to him a year ago. Right before going into the XXXX branch. 

Ill can the statements I mentioned on the most recent report along with the screen recording of the 10 year time frame spending transaction and income.

Company response to consumer: Closed with explanation