Consumer complaint received 2025-08-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
I recently issued a complaint under this same account with the ID of XXXX. 

The response I received was as expected. Instead of issuing a resolve and reading over the many other issues Ive had dealing with this credit union, among a balance of around {$30000.00} that is nowhere to be found on my account. 

I expected them to blame XXXX  XXXX and their inconsistencies. This was the exact response I was given when I came into the credit union in person to point out inconsistencies. That was exactly their response now, ignoring any other claims made in my initial CFPB complaint as well as a general answer in order to deal with issues that arise from inconsistencies involving my account balances. Instead of providing helpful feedback, in person and through a formal complaint, XXXX XXXX is their fallback. An inconsistency of {$30000.00} is worth a at least a partial explanation as during the years Ive made claims using official reports theyve printed out for me, they have not solved any issue when it comes to official reports an especially their designated app. 

Their response to this claim was not in any way acknowledged and my expected response from them was received. Overlooking the issue that I have indeed compiled past reports then reported financial inconsistencies in which they could not explain. I initiated a self overview of my account over a year ago but can evidently they stem from at least 10 years ago. 

Not only is their associated banking app acknowledged by the XXXX XXXX itself to provide inaccurate data and reports, its been acknowledged for quite some time now as I mentioned earlier trying to sort my bank account out for longer than a year. XXXX of their first responses to my issue was the exact response I received from this claim, overlooking any other information nor initiating an internal investigation to clarify the numbers Ive previously risen as a concern to them either in person or through the fraud department of their union. So their self named third party app managed by them, does not provide accurate data and will continue to output inaccurate data. Im only saying this as I am seeing the same response a year later for a similar issue but on a larger scale. It seems they have no intention of sorting out the issues this misalignment creates, operating as all dismissal of resolve when it comes managing an account through the app. Seemingly encompassing whatever other issue I have as my complaint extended beyond the app but was held within the restrictions of the apps terms as to justify the complaint dismissal as a whole. 

To clarify, any and all financial data gathered and brought forth to them through their own app can not and will not be taken into consideration when dealing with ones BECU tied account. This alone misleads hundreds of thousands of members into trusting XXXX of their self managed apps ( as far as I know as XXXX teller I mentioned in my previous complaint claimed she works ( XXXX ) as a backend technician of the app and was also been given an email to directly communicate with a member of their tech team, in which led to no response ) as to help manage money, though despite its creations, this data cant actually be used in order to accurately overview an account. On top of that I had issues downloading reports from the BECU website. Instead of financial reports I recieved large pages of nonsense and jumbled words. This is why I was given the contact got the tech team. I never got a response for that. This lack of accountability has made sourcing out these issues harder and harder as retention periods only go back XXXX federally, XXXX according to the bank tellers at Becu, 10 years from the banking all and according to a Becu representative she was able to pull up a statement from 10 years and XXXX months when asking about a specific statement dated XXXX or XXXX of XXXX. I asked about this statement in XXXX of XXXX and she was able to pull up the statement almost immediately on her side. 

Additionally I signed up for text message alerts involving my BECU account and do not receive more than half of them. I submitted feedback to the initial complaint and would like to use this form as either supplemental feedback or the issue of a new complaint altogether in order to hold and pursue accountability. Here is the new complaint or additional feedback for the former complaint. 


I want to emphasize that my concerns are not based on the XXXX XXXX tool, and BECU should not use XXXX XXXX as a reason to dismiss my dispute. 

This is just XXXX of the many concerns that now define BECU. 

The discrepancies I identified were found directly through BECUs official reports and account statements including downloaded transaction histories, app-based reports, and desktop-accessed records. These are generated from BECUs own systems, not third-party tools and should not be overlooked. 

I attempted multiple times to reconcile income and spending totals over the past XXXX years. Each time, the reports reflected significant unallocated funds that could not be located, despite my efforts to track them within the official transaction reports. These findings were presented to BECU staff in person, but no resolution was provided. 

I request that BECU conduct a thorough review of my account records ( outside of XXXX  XXXX ) and provide a written confirmation whether the missing allocations I identified are truly reflected in BECUs system. If the official BECU system shows different results from the reports I can generate as a member, then BECU must explain in writing why these systems differ and where the missing funds are accounted for. 

To be clear : the reports I ran reflect actual allocations. Therefore, unless there is a technical explanation that BECU can verify and provide, the discrepancy remains unresolved. 

I also want to formally document the conflicting statements I have received directly from BECU staff regarding retention periods and access to account records. 

On or around XXXX XXXX, while speaking with a representative of BECUs Fraud Department, I was explicitly given information about a transaction from XX/XX/XXXX. This acknowledgment proves that BECU can, in fact, access records extending beyond the XXXX retention period repeatedly cited by branch staff as the limit of what can be retrieved. 

Furthermore, when I visited the XXXX XXXX XXXX in XX/XX/XXXX, I informed a supervisor that I was able to view 10 years of transactions directly within the BECU XXXX app. She expressed surprise and admitted she had no knowledge that members could access this level of history. That demonstrates a significant disconnect between what BECUs systems actually make available and what staff are trained ( or instructed ) to tell members. 

These facts establish XXXX critical points : XXXX. BECU staff have already confirmed the ability to access records beyond the XXXX limit. 
XXXX. BECU staff are either uninformed about, or misrepresenting, what the system truly shows. 

This inconsistency directly undermines BECUs credibility in handling my account and demonstrates that any blanket claim about retention limits is either false or selectively enforced. If BECU is capable of producing data from XX/XX/XXXX upon request, then BECU must do so consistently, in writing, and for the purpose of reconciling my account. 

I am not asking for speculation. I am asking for facts backed by BECUs own systems. BECU staff have already proven such access exists. Therefore, I demand a full reconciliation that includes transactions from XXXX forward, and a written confirmation of whether the unaccounted allocations I identified are recognized in BECUs XXXX XXXX BECU staff have repeatedly attempted to dismiss my concerns by referencing XXXX  XXXX as though these discrepancies originate from that tool. That is false, misleading, and unacceptable. My findings are based on BECUs own reports and account records including downloaded transaction histories, app-based reports, and official desktop statements. These are not third-party tools ; they are official outputs of BECUs system. 

The reports I generated clearly show allocations that do not reconcile with the balances or totals provided by BECU. This is not a matter of perception or optional budgeting tools. These are discrepancies in BECUs official records, which directly affect my account balance and financial standing. 

I demand that BECU : 1. Conduct a full reconciliation of my account for the ten-year period in question.

2. Provide a written confirmation whether the allocations reflected in the official reports I generated are recognized in BECUs internal system.

3. If BECUs internal system shows a different total, provide a detailed written explanation of why members are shown materially different figures through the official reporting functions.

I have already raised these issues in person at multiple branches and was met with evasive responses and dismissive behavior, including repeated statements that staff did not know and attempts to redirect responsibility to third parties. This is an unacceptable failure of accountability.

Under Regulation E ( Electronic Fund Transfer Act ) and Regulation Z ( Truth in Lending Act ), BECU is required to investigate and resolve account discrepancies in writing. Continued refusal to investigate or provide a written resolution will constitute a violation of federal law.

Company response to consumer: Closed with explanation