Consumer complaint received 2025-09-05 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BOEING EMPLOYEES' CREDIT UNION
State: WA

Complaint narrative:
I am filing this complaint against Boeing Employees Credit Union ( BECU ) regarding approximately {$30000.00} in unaccounted funds spanning at le

ast ten years, compounded by BECUs persistent failure to investigate, reconcile, or provide lawful written explanations under federal consumer protection laws. This is not a matter of perception or optional third-party tools. These discrepan
cies arise directly from BECUs own systems and official reports ( downloaded statements, desktop records, and in-app histories ). Each of these records was generated by BECUs systems, not third-party applications, yet they fail to reconcile with one another or with my actual balances. 

Despite numerous in-person visits, phone calls, emails, and even a prior CFPB complaint ( ID : XXXX ), BECU continues to deflect accountability onto its XXXX XXXX tool, a budgeting feature that they openly acknowledge is inaccurate. By knowingly using this flawed tool as a blanket scapegoat, while simultaneously ignoring direct discrepancies found in official BECU reports, BECU is engaging in willful blindness to material account irregularities. 



Key Facts and Timeline XXXX/ XXXX : After purchasing a laptop, I lost my BECU credit card. I believed it had already been reported lost or stolen. I did not actively use that card between XXXX and XXXX. 
In XXXX I found the card in my former room, in a home where a tenant ( XXXX XXXX, XXXX name XXXXXXXX XXXX  XXXX had lived since I moved away. 
XXXX has posted on XXXX claiming employment at XXXX XXXX, alongside images of mail lockers. This coincides with multiple incidents of missing mail, including replacement cards I ordered from BECU that never arrived ( records will show I had to order three before receiving one ). 
XX/XX/XXXX : I was designated to receive a death benefit lump sum of {$32000.00} from XXXX XXXX XXXX XXXX ( now XXXX ). 
I never received confirmation of a direct deposit into my BECU account, nor did I receive a physical check. 
My brother, who sporadically sent documents over email, failed to provide consistent updates or ensure proper beneficiary documentation was submitted. 
This negligence, combined with XXXX likely access to my financial mail and BECUs refusal to resolve discrepancies, leaves open the possibility of misappropriation during this critical time. 
XXXX : Multiple in-person meetings with BECU staff produced contradictory statements about record retention. Branch staff insist records are capped at XXXX years. Yet in XX/XX/XXXX, a Fraud Department representative provided me data from XX/XX/XXXX, proving extended access exists. 
XXXX XXXX XXXX  staff admitted surprise that members can view 10 years of history in the BECU app, demonstrating staff are either uninformed or intentionally misrepresenting system capabilities. 
I consistently raised unresolved allocation discrepancies based on BECUs official reports, but no investigation was conducted. 
XXXX : Because my physical statements were likely stolen and my online access was limited ( credit card statements unavailable after reissuance ), I relied on XXXX XXXX and BECUs online portal, both of which proved inaccurate. 
Over the years, I submitted complaints through emails, calls, CFPB filings, and in-person visits, none of which resulted in a written, Reg E- or Reg Z-compliant resolution.

Violations of Federal Law 1. Electronic Fund Transfer Act / Regulation E ( 15 U.S.C. 1693 ; 12 C.F.R. Part 1005 ) : Requires investigation and written findings within 1045 days of an error notice. 
BECU has repeatedly failed to investigate or provide written explanations of the {$30000.00} discrepancy. 
2. Truth in Lending Act/ Regulation Z ( 15 U.S.C. 1666 ; 12 C.F.R. Part 1026 ) : Requires proper handling of credit card billing error disputes. 
BECUs system removes prior statements after reissuance, preventing me from accessing historical credit card records, effectively denying my right to dispute. 
3. GrammLeachBliley Act ( 15 U.S.C. 6801 ) : Requires safeguarding of customer information. 
Missing mail, likely interception of replacement cards, and the mishandling of sensitive reports demonstrate failures of security protocols. 
4. NCUA Regulations 12 C.F.R. Part 748 : Requires federally insured credit unions to maintain security programs to detect and respond to unauthorized access or fraud. 
BECUs persistent dismissal of my reports and reliance on a flawed tool in place of meaningful investigation violates this standard. 
XXXX. Willful Blindness / Conscious Disregard : By continuing to cite Money Manager as the sole explanation, despite knowing it is inaccurate, BECU is engaging in willful blindness to systemic discrepancies in member accounts. 



Pattern of Non-Compliance BECUs repeated canned responses both to me directly and through the CFPB complaint process fail to address substantive issues or comply with their legal obligations under Reg E and Reg Z. This demonstrates a pattern of systemic neglect and possible unsafe or unsound practices, which falls within both CFPB and NCUA oversight.

Company response to consumer: Closed with explanation