BECU credit union, Bonney Lake, WA

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.

This place has waiting lines that put Disneyland to shame. I’ve waited more than an hour before finally just giving up. I’ve also switched from chase after 15 years of no problems to only have fraud problems multiple times with BECU.

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.

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.

Angela in Bonney Lake is so sweet, and funny, and really helped us above and beyond to get us our car loan. She is the best!

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.

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.

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.