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Followup: BECU Response to E-Mail

Started 2 years ago by JayDee
Latest reply from karen

JayDee
Member Profile

I promised to post the response I got from BECU regarding ATMs and Service Branches in West Seattle. The other thread had veered into a tangent so I am making a new post for BECUs response.

In general, my concern is ATMs that take deposits and getting hold of humans at a local service center. Yes, there is an BECU ATM at Morgan Junction, but it is exposed to the weather and rather unsecure. Since I sometimes withdrawn large sums of cash (I am one of the primitives that prefer cash to using a debit card for a $6 sandwich), security is a concern.

The long and short of it is that Velo_nut accurately portrayed their response: We are saving you money by not replacing the ATM. They also said that they will listen. (A plea: Let's not re-hash the arguments about why I should get a bus pass, deal with it, or shut up -- I am providing this information even if it doesn't support my case. I may lose the battle, but it may hasten the day we get another service center in north West Seattle.)

I take exception to the implication the decision was arbitrary--I never said that, but perhaps this is a slightly modified form response. Also, I was told by a BECU rep that the Admiral Safeway ATM was one of the most frequently used at 15,000 visits per month, which is why I think in part that this is a form response. The former Alki ATM was 1,500 visits a month, for instance (same source).
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Thank you for your feedback on the ATM program changes BECU is implementing. I want to make sure you know that the selection of each ATM where we are making changes was not arbitrary. When making ATM program related decisions we consider a number of factors such as member impact, functionality, usage, other access opportunities available within the geographic area, and of course expenses. We understand and believe that although some members will find these actions to be an inconvenience, the overall membership will benefit not only from the reduction in annual expenses, but in the redeployment to areas where access gaps may be present. While we would like to be able to provide ATM services for everyone regardless of usage, this just is not feasible from a business perspective which requires us to make some difficult decisions.
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Unfortunately we have not changed our decision on the changes to the capability of the ATM in question due to the low volume of transactions and the alternative locations in the area. Most of the ATMs have a low enough volume that they don't fully justify cash dispense only ATMs, however, in an effort to continue supporting our members at these locations, we made the decision to only eliminate deposits and keep the ATMs and monitor the volumes. We have provided you with various alternatives for the deposits you need to make and while it does mean a change in your current travel patterns and ATM usage, this decision is in the best interest for all BECU members. We will to continue to focus on providing additional options that are available to all of our members without location restrictions and outside of your working hours giving you better access overall.

I will defiantly forward your feedback due to feedback is defiantly very vital with BECU and hopefully real soon we might be able to implement another ATM machine in your area.
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If you have additional questions, please reply to this message or call our Member Contact Center at 206-439-5700 or 800-233-2328 (International: 800-369-3567). Our hours are 7:00 a.m. - 7:00 p.m., M-F, and Saturday 9:00 a.m. - 1:00 p.m., PST.

Posted 2 years ago #
SarahScoot
Member Profile

I take exception to the fact that this particular representative apparently does not know the difference between "definitely" and "defiantly." Or am I to believe that s/he "defiantly" will forward your feedback because it truly is "defiantly" important to them. They hope to make your happy "real soon."
I love BECU, but wow - this is atrocious grammar. I hope it's *not* a form letter; if this is going out to thousands of members, that's just embarrassing for BECU.

Posted 2 years ago #
velo_nut
Member Profile

Could have been a spell check error too... but you are right, that is pretty embarrassing.

Hey, at least he didn't say "irregardless"

Posted 2 years ago #
dhg
Member Profile

So here we go: IRREGARDLESS of their reasoning, I would happily close both my BofA and Chase accounts (personal & business) and place them with BECU but they need a presence in West Seattle. Safeway on Roxbury does not cut it. I never go there. The Alaska or Admiral district would work well because I am often there, sometimes more than once in a day. There is a need for a good WAMU replacement here and wamu had great local presence. It may look like you're being thrifty, or even cheap, but BECU is turning down business by refusing to put something in West Seattle.

Posted 2 years ago #
velo_nut
Member Profile

Stay with B of A.

I like the fact that BECU is saving money by NOT creating a (redundant) kiosk OR an expensive office here. there are more than enough options within and close to West Seattle.

BECU saving money = it's members saving money.

If you want BECU to basically put a branch in your back yard, we don't need your membership.

buh bye.

Posted 2 years ago #
karen
Member Profile

The Safeway at Roxbury IS in West Seattle. At the risk of starting a WS war, us southenders are in West Seattle, too. I understand that this is a large inconvenience to those that live further north but I am beginning to take exception to the idea that this end of West Seattle isn't really West Seattle.
For a little perspective on the BECU locations, I have been a BECU member since the early 80's. There was one branch in Georgetown. No online, no branches, that was it. And it was still worth being a member. I remember when BECU got ATMs and I didn't have to pay to use Seafirst's local machine.
Then they got these branches a while back and I could actually do banking stuff that I had driven to Georgetown (and later Tukwila) to do. And somewhere along the line they started cooperating with other CUs so that I could use their machines, too.
I know that doesn't make it any easier for you, I am just saying that the bank was (IMO) worth driving from Ballard to Tukwila/Georgetown for, and they've come a long way since then.

Posted 2 years ago #
KBear
Member Profile

"I will defiantly forward your feedback due to feedback is defiantly very vital..."

...but it passed spellcheck!

By the way, it's definately not spelled this way, either.

Posted 2 years ago #
bluebird
Member Profile

Thank you Karen.

Posted 2 years ago #
jeanie
Member Profile

Thank you for posting this, JayDee. Customers do need to voice their opinions, and I'm glad you received a response.

The "defiantly" jumped out at me, too! Freudian slip? The professional communicator (ahem!) who wrote this probably mangled the spelling of "definitely" so badly that spellcheck came up with "defiantly." The response was also terribly long-winded. Still, I do like the BECU concept and am planning to open an account with them.

Posted 2 years ago #
Sue
Member Profile

JayDee wrote: "Yes, there is an BECU ATM at Morgan Junction, but it is exposed to the weather and rather unsecure."

I never used the Alki ATM, but wasn't it outdoors also?

FWIW, I use the Morgan Junction ATM all the time for cash withdrawals and have never felt unsafe using it and never had any problems.

One thing I wanted to mention is that I really respect the fact that you took the time to write to them about your complaint. Too many people were complaining about them in the other thread, and yet it was unclear if any of them had also contacted BECU with their concerns. A company can't even begin to think about changing a situation if it doesn't know there's an issue. So thanks for speaking up for your concerns.

Posted 2 years ago #
dhg
Member Profile

When I type in "West Seattle" into the Redfin website, the Roxbury store is not within the red boundary. Not to start a WS war, but having no presence at any of the 3 junctions is my real point. As for the idea that the org is saving money by having no presence: the more customers = the more money it makes. The loss of WaMu means opportunity for a local entity to step up.

Posted 2 years ago #
KBear
Member Profile

"The Safeway at Roxbury IS in West Seattle..."

If your definition of West Seattle includes unincorporated King County. (I think of it as West Seattle, but I'm sure many people would say West Seattle ends at the city limit.)

Posted 2 years ago #
SarahScoot
Member Profile

dhg - again, there is a BECU ATM in Morgan Junction, so I don't know what you mean when you say BECU doesn't have a presence in any of the three junctions.

Posted 2 years ago #
JEM
Member Profile

OK if you want to be picky, roxbury safeway is 1 block outside of Seattle. At that location the boundary is Roxbury and 30th, which is one block west of Safeway. So yes, you would have to venture one whole block into King County. OK, back on topic now, it would be nice if BECU would go back into Admiral Safeway when it is redone.

Posted 2 years ago #
dhg
Member Profile

Don't trust ATMs. My banking typically involves depositing a dozen checks and I don't trust the ATM's for that. I once had a horrible experience where I deposited $7K into an ATM and the bank did not immediately credit the account (because, you know, I could have deposited rocks) but it did place a $7K hold on my account, causing checks to bounce. Somewhow I couldn't make them see what the problem was with that method of accounting.

Posted 2 years ago #
JoB
Member Profile

i have come to think of myself as living on the West Seattle peninsula... since the strict definition of West Seattle was too limiting...

i venture across the imaginary immigration walls that divide the communities quite often.. it really is a different world out there.. and sometimes that's a good thing.

As for a local branch.. it can't get any more local than the computer you are using to comment here. You can scan checks for deposit at BECU. If you don't have a scanner.. the cost of the technology to create a personal branch is really inexpensive.. and if that seems excessive.. the little coffee shop/mail station just west of the junction on Admiral makes a wonderful local branch.

cash back where you shop works for me.. and i don't even have to go out of my way to get the cash.

Less fuss folks...

you bank already comes to your door.

Posted 2 years ago #
Weezie
Member Profile

Since BECU ATMs are surcharge-free to members, I don't think they are making money off of having ATMs in place, so no wonder they aren't on every corner. (Those institutions that DO have ATMs on every corner charge non-customers (and sometimes) customers a lot for the privilege of withdrawing their own money.) ATMs are expensive to operate and maintain. Neighborhood branches are expensive to build, staff and maintain. Once again, I am really glad my credit union is being judicious in how they spend my money. It is, after all, a financial cooperative. If you don't like all that entails, perhaps you are meant to bank at a, ahem, bank!

Posted 2 years ago #
Johnson
Member Profile

Is W. Seattle the whinest part of a the whiniest city in N. America -- Seattle?

Or is there possibly some other section of the city that whines more about the most inconsequential things?

And make it stop raining! That's BECU's fault, too!

Posted 2 years ago #
velo_nut
Member Profile

It's BECU's fault that there are naked bicycle riders too!

Posted 2 years ago #
dhg
Member Profile

Johnson and Velo_nut: Perhaps I'm deaf to it but I don't catch any whining here and I don't see where anyone is blaming BECU for anything.

Posted 2 years ago #
Johnson
Member Profile

you're not deaf, dhg... just blind

Posted 2 years ago #
austin
Member Profile

"Or is there possibly some other section of the city that whines more about the most inconsequential things?"

Maybe the section of the city that whines about perceived complaining in other people's conversations that have nothing to do with them.

Posted 2 years ago #
JoB
Member Profile

austin

you warm my heart

Posted 2 years ago #
velo_nut
Member Profile

What? I can't hear what you are typing.

My only point is that the credit union has gone above and beyond (while saving it's membership, like me, money) to make their services available at no fees in the west seattle neighborhood.

The less money they spend the better it is for all of us.

There is no need to spend to build a kiosk or a manned (womanned?) office.

Posted 2 years ago #
JoB
Member Profile

velo_nut

we were walking around in Ballard today and passed one of their neighborhood banking stations..

there is apparently a new one in capitol hill too.

i wonder if BECU considers West Seattle a car based suburb instead of an urban center?

Posted 2 years ago #
karen
Member Profile

I see that there are Credit Union partnership ATMs in most 7-11 stores. They take deposits, too. I thought the Credit Unions had gotten together so that they could work with each others' customers. would any of these ATMs help?

Posted 2 years ago #
SarahScoot
Member Profile

karen - I can't tell if your response is tongue-in-cheek. If it's not, forgive me, but it's hilarious because this same point has been made to the complainers many times over (in other threads on the subject.) They don't care. They seem to have trust issues that preclude them from using ATMs that aren't branded with a BECU logo. ;-)

Posted 2 years ago #
karen
Member Profile

That's the trouble with on-line - hard to tell! Actually, this time I was just asking. I haven't followed any other threads on this topic so apologize for the repeat.
Without meaning offense, how did you handle it before BECU had branches at the stores? It hasn't been that long that they have so are you new to BECU? Really - not being critical, like I said, I remember when it was one branch and you went there. Course, you also had to work for Boeing or be a family member of someone who did.

Bottom line, it's your money so you get to put it where you want. It's their bank so they get to put it where they want. I am just so glad to be able to deposit a check near home and not have to go to Tukwila. (Or the antarctic) That was TIC!

Posted 2 years ago #