Consumer complaint received 2025-11-20 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
XXXXOn Thursday XXXX XXXX XXXX, I deposited a check issued by the United States Treasury in the amount of XXXX into an ATM located at XXXX XXXX XXXX XXXX XXXX They closed the branch where I had initially opened my account at the XXXX XXXX several months ago. XXXXXXXXI called the bank XXXX number the following day Thursday, XXXX XXXX XXXX to see if it had cleared my account and was available to wire transfer. The woman I spoke to was very helpful and without me asking her she took it upon herself to ask the supervisor if they could pull up the checks image, which was not available at that time. She explained that the image file should be available the next day, Friday the XXXX, and if I called before XXXX XXXX and the image file was available, I could proceed to wire funds the same day, otherwise they would arrive on Monday, XXXX XXXX  She finished our conversation by telling me that she had left notes on my account, so whoever helped me on Friday would see what had been discussed so far. I thanked her, and I called back the next day before XXXX XXXX on Friday XXXX XXXX XXXX around XXXX. XXXXThe next woman I spoke to on Friday treated me very differently from the start, and she immediately began telling me all the reasons why I couldnt wire my funds whilst grilling me on the reason for my wire and the providence of the check which I explained was issued by the US Treasury and should clear in no more than a couple of days, as that was what I had been told by social security. The woman on Friday was able to locate the image file, but told me it would take 10 days for me to access my funds, which was vastly different from what I was told the day prior. She wanted to know why I couldnt go into a branch in person, and I explained that I was disabled, and its easier for me to use the phone and do business online. I am still recovering from XXXX XXXX XXXX XXXX  which have depleted my energy and affected my legs and feet. I also have XXXX  whilst out in public when Ive pushed myself to go somewhere instead of resting. The last time that occurred I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX which was frightening. I have scars from that. It could have been worse, so I explained this to her and that I have XXXX XXXX XXXX, which is why Im disabled. Then she grilled me on who I was sending the money to, which I didnt feel comfortable having to explain my personal business, but I explained that Ive been ill and while I was waiting for social security disability to make a determination on my case, I had to borrow funds from a friend who was generous and kind enough to help me through this difficult time. Ive worked hard my entire life and paid into social security, and truth be told I would much rather be working like I did before I became ill with XXXX XXXX XXXX  This is the stage where it has XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \n\nSo after demanding and extracting all this personal information from me, the lady on the phone informed me that I would not be able to access my funds for 10 days, which I knew was not based in anything but an arbitrary decision since I was told different the day prior, which involved a supervisor. I wanted to know why I was told different the day before, and she couldnt give me an answer, so I decided to go in person to the XXXX branch as I could not wait 10 days for a us treasury check to clear, so I drive all the way to XXXX  to speak to someone in person at the becu main headquarters. XXXXOn Friday XXXX XXXX I arrived after XXXX at the XXXX  branch, and I spoke to a gentleman who told me an entirely different reason and timeline that I could access my funds. This man claimed to be the manager, and he was obviously just shooting from the hip, because nothing he said answered my questions or made sense. This guy tells me that he cant find the image file and that I couldnt access my funds for 5 days now. So it went from one day, to 10 days, back to 5 days, and hes claiming he cant find the image even though I was told earlier by phone that they had found the image file for the check. XXXXSo I naturally wanted an explanation for this runaround, and he couldnt give me one except to tell me that they are concerned about fraud and the way they Im acting, which I was just asking him to explain what was going on, was a reason to suspect fraud. His response is a common manipulation tactic that conmen use to flip the script and put the other person on defense when theyre asking questions which they dont want to answer. So that didnt fill me with confidence. He then continued his diversion and told me that my inquiries are a red flag, which I responded  that Ive been consistent in my communication, and Im asking these questions because of the lack of consistency in their response. I was naturally becoming annoyed because I was aware I was being lied to and manipulated, and they were playing some kind of game with my funds. I believe most people would at this point want an explanation that made sense, and he did not provide that. This was very concerning to me. He then told me he found the image file but it had not yet cleared, so I must wait until Thursday. I asked him what if it clears before Thursday? And he said they would still hold the check, and I told him that was not acceptable. This is a US treasury check, and it should have cleared before then. At this point the supposed manager asks me what the check is for. He asks me: is it a tax refund? I responded no. He then asks, is it back pay? And I responded, yes, so then with a smirk on his face he tells me that I cant access the funds until Thursday XXXX XXXX. He made this decision clearly based on the fact that I was receiving disability payments by asking that question, which is unlawful. It implied that had I responded that it was a tax return, he would have treated me differently. These questions and how he responded are illegal, because they discriminate against protected class. Disabled are a protected class, and the bank is in the wrong for using that criteria to deny me access to my rightful funds. XXXXBefore I left I told him I wanted my check back, and he said it was impossible. So I got up and left at that point.  During the entire exchange in which he told me conflicting information, and attempted manipulation tactics to put me on the defense, and was not truthful or transparent such as when he told me that he cant tell if the check has cleared when he had just told me he could tell it hadnt cleared, so logically that didnt make sense. Naturally when youre forced to communicate with someone who is fast and loose with the truth, its irritating, and I admit that I probably showed my irritation at this point, plus the fact I wasnt feeling well. I never once swore or threatened, so if they claim this as an excuse to cover up their wrongdoing, its entirely untrue. Im sure there is footage of our exchange available to review since it occurred inside the bank. Same goes for the phone exchange. A man would not have been as restrained, Im sure. XXXXSo on Monday XXXX XXXX, I check my account, and it shows all my funds as available. It was at XXXX something. To make sure, the next day, Tuesday XXXX XXXX, I drive to a becu branch located in XXXX XXXX XXXX XXXX  I first check my account balance at the ATM outside the branch, and it shows that its all available, just like the day before. So I walk in and let the young man who greeted me know that I would like initiate a wire transfer, and I sit down and provide all my information, and I give him my ID. He stares at his screen and tells me that theres a note not to give me the money until the XXXXXXXX, I get up and thank him, and I tell him that I plan to make a report to the Credit Union version of the FDIC because my funds are obviously available and have cleared, and what theyre doing is wrong. XXXXWhat theyre doing is very clearly a retaliatory response just to prove a point, and thats not okay. This pettiness has turned cruel and ugly. The best test of a persons true character is how they treat people who cant do anything for them. XXXXI feel disgusted that this person is in a position where they can play games with vulnerable people who dont have a voice, and no one cares to help them. How many others has he done this to? It may be worth looking into. XXXXI later attempted to use my becu debit card to buy food at XXXX  that night, and it was denied, so now Im without food because of this guy who wants to show me up and prove a point that what he says goes, and in the meantime, I can go hungry and continue fighting for my life without sustenance or my rightful funds. Im a person of my word, and each day Im telling my friend that the money is on its way, which is putting him in a position as he has been counting on receiving the amount that he lent me. \n\nToday I called again to initiate the wire, and this time I was told that theyve initiated a fraud investigation. And who knows when it will be available, They waited until today to do this. I then asked to be connected to the fraud department, and they told me theyll contact me in 48 hrs. Another 48 hrs without my funds or groceries and this is obviously an abuse of power. This was done in retaliation because this man didnt like me questioning him when he was contradicting himself. He didnt like it that I insisted that he explain why I was receiving so many different answers. He wanted me to just shout up and take it. If this was stocks the SEC would take his license for withholding funds and lying about it. Thats what that creep XXXX XXXX with the pyramid schemes did. And this behavior doesnt belong in our community banking and credit unions, which I picked intentionally for their trusted service. \n\nAll of the above is verifiable. I suggest requesting recordings of the phone calls and the in person visits to verify theres nothing that would call for a fraud investigation. The truth of the matter is that this guy didnt like a middle aged woman with XXXX  calling him out on his XXXX, which is sad. In fact I had an account with becu that I forgot about which had money in it that they closed which I never received. Becu is the one that needs to be audited for fraud and looked at more closely, because their actions are unlawful and they dont seem to be worried about any repercussions. XXXXI would like all of my funds released in full immediately, and I will take my business elsewhere, They are shortsighted as well because Im expecting a rather large settlement over 6 figures, and they wont be getting that business either. Im considering  pursuing legal action as well, depending on how this is handled, and if I receive my money and apologies with assurance that they will retrain their representatives on how to serve their disabled and protected class customers, because the way theyve handled this is truly despicable. Its not a good look when a XXXX XXXX XXXX XXXX in their account cant purchase groceries. \n\nThank you, XXXX XXXX XXXX XXXXPS I have no criminal history or record. Ive passed numerous background checks and fingerprinting for XXXX XXXX I used to refer my clients to BECU for XXXX. If you XXXX  my name and XXXX  youll see news articles where I was interviewed before I became ill. There is no reason for fraud investigation other than to harm me further.'

Company response to consumer: Closed with explanation