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24/7 'real' phone support

As a business owner, I need to be able to call in and get a real BECU employee 24/7.  The 'Card Security Services' offering is a joke.  Case in point - a client had a server die over the weekend.  No worries, it happens.  As I am their business IT provider, I whip out my trusty BECU Business Debit Card, go to purchase a replacement, and... declined.  No reason given.  I verify that my business account has enough to cover the purchase, plus a healthy surplus.  I contact the merchant (Amazon - a sketchy fly-by-night organization if I ever saw one), all they'll tell me is that it is a 'hard' decline, and I should contact my financial institution (hi there!).  Well, seeing as how it's after 5pm on a weekend, that is an exercise in futility and puppy-kicking frustration.  The only real human being I can raise is the 'Card Security Services' division, which appears to be an outsourced third-party company as they keep asking me "What is your financial instituion name?"  They can give no insight into declined purchases, and they certainly can't help me with my current, urgent, issue.  So, I (and my client) are stuck until at least Monday before we can order replacement hardware.  Thanks BECU!

 

It is 2017, almost 2018.  I can take my business account to literally any bank in this state, and be able to solve problems like this with 24/7 phone access to a human being, employed directly by the banking institution.  If BECU can arbitrarily limit my account 24/7 for 'security' reasons (which is my suspicion as to what this particular root-cause is) I should be able to call in to clear it up 24/7 as well.  What's the real cost to BECU to employ half a dozen 20-somethings to man a call-center weekends and off-hours?  Is it worth losing yet another small business (and multiple related personal) accounts?  I don't know, but we're about to find out. 

21 Comments
Community Manager

@kbart322 I'm so sorry this happened! Please keep an eye out for a private message from me soon! JohnS