Consumer complaint received 2024-09-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
On XX/XX/XXXX I discovered there were XXXX charges on my debit card with BECU that I didn't make for XXXX  reservations. The money had been debited from my account on XX/XX/XXXX and the bank moved funds from my savings account to my checking to cover the charges with overdraft protection. The XXXX separate charges were for the following amounts, {$570.00}, {$960.00}, and {$870.00} totaling {$2400.00}. 
I immediately contacted BECU over the phone to dispute the charges. They credited my account for all of the charges at that time with a " Provisional credit ''. I then contacted XXXX by phone and alerted them of the unauthorized use of my debit card by someone and gave them the XXXX confirmation numbers that were on my statement so they could investigate it. While I was on the call with them they looked up my XXXX  account which I last used in XXXX for a family trip to XXXX. They informed me that there were no reservations made on my account with them and they would look into the matter with the information I had provided them. The debit card that I used for my family trip was linked to my XXXX  account and saved in their system. At this time, I didn't know if my card got hacked on their site or another way because this wasn't the first time I had a debit card compromised. After the phone call I logged into my XXXX  account and deleted the card info. That same afternoon I stopped at BECU to get a new debit card made. They assured me that this type of thing happens all the time and apologized for the inconvenience and I left happy that the money was credited back to my account that day and I had a new card. 
I hadn't heard back from XXXX  for over a week so I logged back into my account to send them a message and I discovered that they had " deactivated '' my account. They sent me a message stating that it was deactivated because it was involved in payments that didn't meet their " community standards ''. Since I rarely use their company and had been reimbursed the money by BECU I just ignored it and didn't contact them at this time. 
On XX/XX/XXXX, I received a text alert on my phone that my BECU account was overdrawn with a balance of ( XXXX ). I logged into my account as soon as I could and saw a debit titled " Provisional Credit Reversal '' for the total amount of the XXXX charges of {$2400.00}. They had taken my money back out of my account with no explanation. I contacted BECU over the phone and was told that a letter was mailed explaining that they investigated the disputed charges that were made to XXXX  and they determined that " either you or an authorized signer performed the transactions ''. 
I explained once again that I did not make those charges and there isn't anyone else on my account that has access to it. I am a XXXX  mom with a XXXX XXXX son still living at home. He doesn't even do his own banking yet and has no access to his account or mine. That afternoon I stopped at the local BECU branch in XXXX XXXX on my way home to discuss reopening the dispute because this was not accurate! I was told that there was nothing else that could be done and it was their " final resolution of my dispute ''. I left that branch in tears and so upset by how I was being treated. I went home and called BECU again and was told the same thing by a rep on the phone. She stated that I could only reopen a dispute within 30 days of the original date. I told her that was impossible since they didn't get back to me for 90 days with their resolution. I was also told by this phone rep that I claimed it was " fraud '' and did not " dispute '' the charges so therefore it was incorrectly submitted and there was nothing they could do to reopen it. I was so shocked that the BECU rep was blaming me for how the claim was inputted and processed by their employees. All of this is false and the letter I got from BECU dated XX/XX/XXXX states " We have completed our investigation of the dispute received from you on XX/XX/XXXX for the following transactions ''!! They told me that I needed to work with the merchant ( XXXX  ) to get my money refunded. 
The customer service at BECU was the worst thing I have ever experienced. I have had nothing but problems with our BECU accounts being compromised. XXXX days after this dispute began in XXXX, my son 's debit card was hacked and several charges made that we had to dispute and close his card and get a new one. He was credited back all the money at that time and thankfully they haven't taken it away from him. The security is not very good at BECU as this has happened multiple times to my family. 
I have been in contact with XXXX since XXXX XXXX, XXXX when BECU took my money and said they were not returning it. I have spoken to them multiple times and provided all the information they have asked for to investigate the unauthorized use of my card. After several days they emailed me on XXXX XXXX, XXXX and said " they are unable to take action on the reported transactions and I will need to contact my bank to dispute the charge. '' They also state that " they are unable to release any information regarding the reservations or the user accounts involved without a formal request from a government agency or law enforcement ''. " Should a government agency or law enforcement contact us regarding this issue, XXXX  will fully cooperate with such officials ''. 
PLEASE HELP ME GET MY MONEY BACK!!!

Company response to consumer: Closed with explanation