Consumer complaint received 2026-03-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
Complaint Narrative- I am filing this complaint regarding BECUs mishandling of my XX/XX/XXXX mortgage payment, conflicting payment instructions, and internal servicing failures that resulted in my account being incorrectly marked as overdue despite proof of timely payment delivery. Good-Faith Payment Compliance- I have acted in good faith at all times. I followed BECUs written payment instructions exactly, used the required payment method, marked my loan number on the check memo 's section, mailed the payment promptly, and repeatedly provided documentation proving delivery. At no point did I refuse, delay, or fail to make my mortgage payment. The XX/XX/XXXX cashiers check included the full XXXX payment and the outstanding XXXX late fee, reflecting that no balance was owed at the time the payment was sent. Background and Timeline- XX/XX/XXXX BECU sent me a formal letter stating they would no longer accept ACH payments due to prior debit failures. The letter instructed me to submit payments via cashiers check to a XXXX XXXX XXXX XXXX, NJ for a three-month period. XX/XX/XXXX I mailed my XX/XX/XXXX mortgage payment via cashiers check to the XXXX, NJ address specified in BECUs XX/XX/XXXX letter. XX/XX/XXXX XXXX tracking confirmed delivery to the designated XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Despite delivery confirmation, my account was marked overdue. I contacted BECU multiple times ( XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) and uploaded the following documentation to the BECU XXXX : XXXX. XXXX tracking confirming delivery XXXX. Cashiers check withdrawal receipt showing the exact payment amount and BECU as payee, with the bank transaction code from the same date the payment was mailed XXXX. XXXX confirmation verifying the delivery address matched BECUs written instructions and confirming delivery on XX/XX/XXXX Servicing Failures and Conflicting Instructions- Despite the above documentation, BECU failed to credit or locate the payment. While a research case was opened, BECUs collections department continued to send automated overdue notices on XXXX, XX/XX/XXXX, and XX/XX/XXXX. During each contact, I was required to spend significant time re-explaining the situation, as the collections department appeared unaware of the ongoing research case. This indicates a lack of internal coordination between departments. During multiple phone calls in XX/XX/XXXX, I was verbally instructed to send future payments to a different address ( XXXX XXXX XXXX, XXXX XXXX, NJ XXXX ). This instruction was not provided in writing, and I did not receive any written notice correcting or superseding the payment instructions contained in XXXX XX/XX/XXXX letter directing payments to the XXXX, NJ XXXX XXXX XXXX As a result, I was left with conflicting written and verbal instructions regarding where payments should be sent. Additionally, during XXXX separate calls, I was asked to complete a financial fit questionnaire. No explanation was provided as to how this request related to locating or crediting a cashiers check that had already been delivered, and it did not resolve the payment processing issue. Issues Identified- 1. Failure to Credit a Delivered Payment : BECU has not credited or accounted for a cashiers check confirmed as delivered on XX/XX/XXXX. XXXX. Conflicting Payment Instructions : BECU provided XXXX address in writing and later provided different instructions verbally, without written correction or transition safeguards. 3.Lack of Internal Communication : Collections activity continued despite an active research case and documented proof of delivery. 4.Risk of Credit Reporting Harm : Due to these servicing failures, I am at risk of inaccurate negative credit reporting for a payment that was timely sent and fully paid. This matter reflects serious mortgage servicing and internal control failures that fall within CFPB oversight. I request prompt resolution and written confirmation of corrective action.

Company response to consumer: Closed with explanation