BECU credit union WA, Bonney Lake

The customer service at BECU has changed for the worse in the last 10 years. It seems they've become too big like other banks and no longer see a value in their members as part of a credit union. I received better service at BECU over 10 years ago as a broke college kid than I do now as a long-standing customer with lots more dollars in my accounts. I recently visited this office to have an auto-pay setup for my credit card linked to my other BECU accounts, and was told that I needed to set it up online myself. After being told this, I set up recurring payments to draft from my checking account. Apparently, when I did this I set it up wrong and the payment was scheduled to pull 6 days after the due date. Because of this error, I received a $25 late payment charge, so I visited the Bonney Lake office again. I was told that I had to fix the "recurring payment" schedule myself, or they could set-up an auto-pay for me (remember that last time they said that they couldn't set up my auto-pay). I asked to just pay off the card and close it since it wasn't worth the hassle for me anymore. The employee didn't seem to care, sent the transaction through and moved on. When I visited, I expected to receive baseline customer service such as showing sympathy for the situation (that the online banking system even allows for a setup of late payments, that I was told they couldn't setup auto pay when apparently they can), an offer of rectification (though I am happy to swallow a late payment fee due to MY error, remember my error was in part due to an overall lack of customer support in the first place). Instead, I was met with lackadaisical service and was just another transaction.

I brought my kids to BECU today with the intention of open savings accounts. I signed in with their automated system, which removed any human contact. Then we stood for almost 1 hr, my kids awkwardly holding bags of money, waiting to make deposits in their newly minted accounts. No employee acknowledging us except when were were in the way (because there were so many customers waiting to be seen). I should have left when I saw 10+ customers ahead of us. The lobby continued to fill with even more people after we signed in. Standing room only. This branch was woefully understaffed and the employees on-hand seemed to be moving glacially slow, oblivious to the frustrated hordes. I can sympathize if they are having staffing issues but surely there is a better way? Surely there are steps that can be taken to make it less painful, faster, more predictable, and give customers the sense that their time is valuable? After 50 minutes, having no idea how much longer it would take, I left without setting up the accounts. My kids' first experience with banking. Online banking with BECU is fine but I joined a local credit union thinking you'd get more personal touch compared to an inhuman, faceless, national bank. Yet my previous in-person customer service experience at BECU has been little different than that of a big bank. Today's experience was notably worse.

I opened my account online several years back but never funded the account si it wasn't competent opened but am my info was still in the system and am I had to do was find and sign made the whole process when I was ready to open my account that much easier. Thank you for making my banking transition possible quick and easy.

Came here to do a cashiers check, waited for 45 min. Very slow pace, waiting times can be as long as hours. With 5 attendees at work, only one table had customers at it. Managers sitting in their offices and not even trying to help people waiting in the lobby. It seems like nobody cares about customers at BECU anymore. Been with BECU for around 10 years, now it’s time to find a better bank.

BECU has been the best bank I've ever used. Member service is always top notch. The tellers are always helpful and friendly. Never has a bank called me to talk about strange purchases outside my spending habits that turned out to be fraudulent. They declined the transactions and got me a new debit card, and verified everything was good before I left. If I could give more stars I would :-)

DO NOT BANK AT ANY BECU. They are completely willing to screw you over and not even bat an eyelash. Very unsympathetic and uncaring about issues with its members. They’re all nice and friendly when the banking is going great. But the second you have an issue with them or their services they become not friendly and hostile and aren’t actually willing to help. The day i stopped banking here was the best day.

The Bonney Lake BECU is great! I’ve had good experiences at most BECU’s in the area. But the staff in BL is a notch above. Great customer service. Very patient. Walked me through step by step what I needed to do. Highly recommend going here for all your financial needs.

I love this BECU branch! I made a mistake of canceling my bill pay from another place to my auto loan here and the banker was so patient helping me figure it out. I thought I was on autopay... but nope... I messed up! They helped me figure it all out and set things up to make sure things run smooth going forward. Great staff!

Above and beyond. Only description I can think of. I was trying to catch up on my paperwork/taxes/accounts for an extended period. Over the span of two weeks the phone calls and walk-ins at the Bonney Lake branch have been handled with extreme patience and expertise on their part! Cannot thank them enough for helping me catch up. The Branch Mgr., Olivia Cox, and the other three branch employees I worked with, made the task possible. (I maintain multiple business and personal accounts with Becu) The most people/customer orientated group I have encountered in a long time. Thanks for all your time and help.

I'm not happy with the out come off my visit. Still waiting for a secured card only to find out there was a typo on my address even though I'm receiving other mail from the bank and the checks I thought I had ordered while I was there were never ordered. Waiting all this time and stressing about it, and nothing. Very unprofessional for a banking institution.