ComplaintsforNorthwest Community Credit Union

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently discovered that the Northwest Community Credit Union has been charging us a $5 fee per month since October 31, 2023. The total of these fees is $45. I called their office on July 16 for an explanation. I was told it was for a "dormant fee". The person on the phone stated this fee was irreversible, as did the person who sent me a message through their website. I have included that message exchange below.This is a savings account. The account is only "dormant", because we just have an amount in there that we are trying to save. We would have no reason to be active on it unless we were adding to it or withdrawing funds. It is not a checking account.I have been with this credit union since approximately 1997 (maybe 1998?), when it was the **** ***** Employees Federal Credit Union. This company apparently does not value it's long term customers. My wife and I are very disappointed to say the least. We just want our $45 in fees returned to us. I have sent a letter to the credit union to close our account, and to send us the balance of $2958.59, plus the $45 in fees for a total of $3003.59. If need be, they can send the $45 check separately later.Thank you. Sincerely,*********************** NWCU account # ********* ****************************************

  Business response

  07/26/2024

  Good Afternoon, 

  Please see the attached response for Complaint #********.

  Thank you, 

  *******************

  Compliance/BSA Officer

  TwinStar Credit Union

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a long-term customer with NWCCU. In January 2024, I contacted them regarding transactions that were not made by me and they proceeded with fraud investigations on them. At that time, I decided I would like to close my account down, because I wasnt feeling confident with their security practices. I spoke to CS on multiple occasions, enquiring as to why they were paying on charges that I dont have the funds for. My account was at zero balance and transactions were being made; Northwest community credit union paid the transactions on my behalf and charged me a fee for each transaction. Making it difficult for me to close my account because I kept owing them more and more. As they were continuing to process charges through my empty account. I pay the negative anmounts but NWCCU wont waive any fees.t I I am currently at a negative balance and when I speak to CS, they state how much that I owe, but will not tell me specifically the details of the amount owed, They are attempting to collect a debt but unwilling to answer any of my questions. When the bank calls me about this, I feel like its a scam because it doesnt make sense to me that they continue to Spend money that I dont have for me, Knowing that I dont want to be with them. Which keeps me in constant debt with them and theyre making a lot of money by doing this to me.

  Business response

  07/25/2024

  Good Afternoon, 

  Please see the attached response to Complaint #********

  Thank you, 

  *******************

  Compliance/BSA Officer

  Northwest Community Credit Union, a ******** of ******** Credit Union

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Been a customer for years, my whole family have been customers since its inception. Everything was going swimmingly, until the merger. Ever since they merged with twinstar it has become once humongous headache. First twinstar accuses me of using my card for fraudulent purposes, shuts my card down. I ordered another card from Northwest only to be told my address is undeliverable. Good luck calling them as they never answer their calls, much less pick up the phone. Northwest needs to break away from twinstar and become the bank it used to be. Most of my family has removed the accounts and right now we are looking at doing the same. Their customer service has nosedived steeply ever since the merger.

  Business response

  07/24/2024

  Dear ******************, 

  Thank you for bringing your concerns regarding customer service at the ********************************************* to our attention.  We appreciate the opportunity to respond.  Per your desired resolution, a member of our management team reached out to you to discuss the issues described in your complaint.  The Director of Branch Network you spoke with left you their contact information and stated they would follow-up to address your remaining issues.  

  I want to thank you for trusting Northwest Community Credit Union, a ******** of ******** Credit Union, with your financial needs.  If you have any further concerns regarding this matter, I can be reached at ************.

  Regards,

  *******************

  Compliance/BSA Officer

  Northwest Community Credit Union, a ******** of ******** Credit Union

   

  Customer response

  07/25/2024

   
  Complaint: 21997847
  
  I am rejecting this response because: issue was NOT resolved, only more lies and coverups.
  
  Sincerely,
  
  ***********************

  Business response

  08/01/2024

  Dear ******************, 

  I have spoken with the Director of Branch Network that you have been working with to get an update on your complaint.  In speaking with them, it appears your immediate concerns have been addressed and you have received the debit card you were having issues getting.  

  I am confident your concerns have been addressed to your satisfaction.  In the event that they have not, feel free to reach out to me at ************.

  Regards, 

  *******************

  Compliance/BSA Officer

  Northwest Community Credit Union, a ******** of ******** Credit Union

• Initial Complaint

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  It appears that NWCU is holding payments on credit cards when they are part of a bank transfer. So for example, I transfer money from my checking account held with another bank to make a payment on my NWCU credit card, and the amount "posted" on my statement on the 10th but was not credited to my account until after the 13th. My concern is, is this so they can collect more interest on my remaining balance? Of course a bank or credit union doesn't want me to pay off my credit card, they won't make as much money.Appreciate any insights or investigation on this.

  Business response

  04/25/2024

  Dear **************, 

  Thank you for bringing your concern about payment posting timeframes to the attention of the credit union.  We appreciate the opportunity to respond.  You state that you notice a different in date from when you initiate a payment to your credit card at NWCU from an external checking account and when that payment posts to the credit card.  I can assure you that we are not "holding" your payment in order to collect extra interest.  The reason for the difference in dates has to do with how the funds are transferred between institutions.  Payments that come from a financial institution that is not NWCU go through the Automated Clearing House (***) network.  Unfortunately, this system is not instantaneous.  Using your example, if you initiate your payment on the 10th of the month at your other institution, generally, you will see that withdrawal on the same day.  However, it can take a few days for that payment to pass through the *** network and be received at NWCU, especially if there are weekends involved, as no *** transactions are processed on the weekend.  We are also bound by the rules of the *** network to post on the date specified in the file your payment is included in.

  If you have any further questions regarding your concerns, feel free to contact us at **************.

  Regards, 

  *******************

  Compliance/BSA Officer

  Northwest Community Credit Union, a ******** of ******** Credit Union

  Customer response

  05/10/2024

  I received a letter from NWCU and I am satisfied with the response.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a car and used NWCU as lender. Thought I had put the car on my insurance, but forgot. On the 3rd month NWCU put the car on insurance and DIDN'T inform me or FLAG my file. Their solution is to deny auto payment due to unauthorized increase. When I called in to make the payment on the phone I thought I was paying the current month, late fee and next months. The next month auto payment fails again, NWCU waits over 15 days before calling (late fees incur 10days after due date). They claim they called and couldn't leave a voicemail due to box being full, yet I received multiple voicemails the day I had called in.Bank Statement DOESN'T say anything about insurance, instead is shows a large payment leading you to believe that you are paying it all towards your car loan.NEVER received ANYTHING from the insurance company saying I had new insurance, I'm certain that I was receiving the highest possible charges seeing's they know nothing about me and possible deductions. Meaning I was driving for over a month without proof of insurance.I still DON'T KNOW the name of the insurance company they used. I was charged over $300 for 1 car to be fully insured the first month and over $250 for the next month. I pay barely more than that for 7 vehicles, 4 of which are fully insured.The main complaints are:-My statement NOT showing SEPERATE charges for insurance.-NOT RECEIVING proof of insurance.-They wait 18 days before contacting you, ensuring a late fee.-Making payments over the phone incurs a fee.-The first month of insurance being applied the representative I talked to and made payment with DIDN'T know anything about the insurance fee because the ONLY way to find out about it is to look into the file, it ISN'T flagged for correction/notification.

  Business response

  04/02/2024

  Dear ******************,

  Thank you for reaching out with your concerns.  Northwest Community Credit Union, a ******** of **** Star Credit Union, goes to great lengths to ensure that members have all the information needed regarding insurance coverage to avoid situations such as this.  The form signed at the dealership at time of purchase outlines the needed insurance coverage information and serves as a reminder for our members to add the correct information to their current insurance carrier.  If the information on the form provided is unverifiable, two letters from Allied, our insurance provider, are mailed out to the address on file asking for current insurance information to be provided.  A phone call is also made to our members to verify insurance before turning off any automatic payments and an email sent at that time as well.  At the time the loan is 5 days past due an automated text payment reminder is sent and at 10 days past due an automated letter is sent.  Five of these contact attempts were made before the loan was out of the grace ****** and it appears that we did not receive a response from you for any of these contact attempts.

  The CPI ********************************* policy that lenders add to loans per your signed agreement is for the purpose of protecting the credit unions interest only and is not legal driving insurance.  While the addition of CPI to the loan does not reflect on your statement, the letters mailed to you from Allied include the full premium amount, as well as the amount you will be charged monthly for the coverage.

  It appears from our system notes that this matter has been resolved and the convenience fee for paying over the phone was waived for you as a courtesy.

  If you have any further questions, please contact ************** at **************.

  Thank you,

  **************s

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called in February to make my car payment TWO days before it was due the representative gave me 3 options one of which was a link sent too my email to avoid paying additional fees which are ridiculous in and of itself but regardless I paid through the link with incurring fees then I call this month and the representative says nope we can't send a link prior to it's due date you'll have to pay additional fees to make your payment huh funny how that works,the representative was absolutely rude and not helpful even though I explained to him they did the month prior.Now either they're incompetent or just looking for ways to make more money than they're already making.No payment via a debit card costs money to process so either fix it to where people can make payments through the site or don't charge,I have yet to be able to make a payment on the app which is also very interesting I'm hoping to refi my loan and be done with this bank the customer service is a zero

  Business response

  04/02/2024

  Dear ****************,

  Thank you for the opportunity to respond to your complaint filed with the Better Business Bureau.  In your complaint you expressed concerns about conflicting information received while attempting to make a payment on your auto loan.  In February, when you called Member Connect to make a payment on your loan, you were provided with a link to make that payment and were able to successfully make it.  When you called again in March to make a payment on the same loan, you were told that we could not send you that same link to make your payment.  I reached out to management in our ************************* to get some information.  After reviewing the call, we determined that you received incorrect information on that second call, and you would have been able to receive that link to make your March payment.  We have coached our team members on the proper process to ensure this situation does not happen again.  We also reached out to you to discuss this miscommunication. 

  I apologize for any misinformation you received and appreciate you taking the time to bring this issue to our attention.  We strive to provide excellent member service and thank you for trusting Northwest Community Credit Union, a ******** of ******** Credit Union, with your financial needs.

  Sincerely, 

  *******************

  Compliance/BSA Officer

  ******** Credit Union

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 2, 2023, $634.70 was removed from my checking account at **********************. The money was said to have been transferred to US Bank for a car payment. US Bank denies receiving the payment. US Bank charged me a late fee of $31.74. My Checking account number is **********. The check number was **** which was sent to US Bank. According to NWCCU the tracking number on the check is ***************. I've spent many hours trying to recovery the lost funds from my checking account. Neither bank is willing to talk to one another. I just need your help to recovery my money so I can end this frustration with both businesses. I've been a loyal customer to NWCCU for over 25 years. With what I feel is a very good credit record. Hopefully you can have NWCCU return the lost funds to my checking account with the late fee I paid of $31.74 to US bank.

  Business response

  01/10/2024

  Hello!  I went into this complaint to provide a response and I see that the complaint has been closed.  I saw the option to respond earlier, but it is not there anymore.  I am curious if this was closed by the complainant since the issue he was referring to was corrected by us on 1/9/24.  Just making sure there is no response needed from me.

  Thanks!

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been banking with NWCCU for about 3 months. I cashed a number of checks written and given to me by someone else and they went through and the money became available. That person then had their identity stolen. Over a week later, NWCCU called me and informed me that the checks had actually bounced and I was being charged a $10 fee for each bounced check - $30 total. I have never heard of a bank charging someone a bounced check fee for someone else's checks. They refused to reason with me and had the audacity to tell me that they had already waived part of each fee so I should be grateful. The agents I spoke to were reasonably polite but condescending. They then insisted that it was out of their hands and that I should pursue the person who wrote the checks for the money. I have never heard of this practice, or of forcing customers to resolve bank fees amongst themselves. It seems like a way for the bank to ***** financial responsibility and push it on to me, the customer, when I had literally no agency in creating this bounced check situation. If the bank shows me that checks I cashed have successfully gone through, and I spend that money on bills, and it turns out that that money actually wasn't available yet, how is any of that my responsibility? Now I want to close my account but I have discovered that even for that they want to charge me more fees. It's not the amount of money, it's the principle. I no longer trust this institution to handle my money.

  Business response

  06/26/2023

  June 26, 2023
  
  ***************************
  ********, **  97470
  
  RE:  *********************** Case #********
  
  Dear ****************,
  
  This letter is in response to the above referenced complaint filed with the Better Business Bureau on June 16, 2023.  Please note the Member Experience is a primary focus for Northwest Community Credit Union, a ******** of ******** Credit Union and we thank you for sharing your concerns with us, as well as the opportunity to respond.
  
  After reviewing your complaint, we discovered the following facts that pertain to your account at the *********************************************:
  - On June 8, 2023, you deposited three checks at the ATM.
  - On June 14, 2023, the deposited checks were returned to the credit union due to a closed account they were drawn off of.  At this time, a fee of $10.00 per returned item was assessed against the account.
  - On June 14, 2023, you spoke with a representative from ***************** regarding the negative balance in your account as a result of the returned checks.  You agreed to pay the $211.70 the account was negative from your savings account.
  - You were informed of the fees during this conversation and asked for them to be waived.  We declined to waive the fees.  Your call was then transferred to a team lead for further discussion.
  - During the discussion with the team lead, you were informed that returned check fees start at $25.00 per item, but if the checks were written by someone else, the fees were reduced to $10.00.
  - You then requested for the fees to be waived again.  We stated we could not do that and advised you to seek reimbursement from the person who wrote you the checks.
  
  I understand that situations such as this can be frustrating from a member perspective.  When you opened your account, you were disclosed a fee schedule that includes a $10.00 per transaction fee on returned checks on another persons account at another institution.  This is the fee you were charged.  Due to credit union policy to only waive fees due to credit union error, we are unable to waive these fees. 
  
  As part of your desired resolution, you would like for the fees to be waived and to close your account.  Unfortunately, we are unable to waive the fees, however, you are welcome to visit a branch and close your accounts.
  
  Sincerely,
  *******************
  Compliance/BSA Officer
  Northwest Community Credit Union, a ******** of ******** Credit Union

• Initial Complaint

  05/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They refuse to do anything for you if you have a joint account with your spouse, you have to make your own separate account for them to assist you. They have poor training and one person will tell you making a payment takes less than 24 hours to hit your loan account and the next day another person says it takes 3-5 business days so they just hold your money in limbo leaving you without options since they refuse to cancel the payment. Requested a payoff for the loan, was told it would be sent immediately, 24 hours later still do not have it: they say that because it was a joint account they decided not to send it until I make my own unique account. Then when I do that they say they will have to see when their team gets in to see if someone will be willing to send a payoff letter that day or if they will do it next week. Terrible service, multiple lies, terrible online portal, slow and out of date technology (their computer could never pull up notes from previous phone calls), Unable to take care of regular banking needs during banking hours. Insane charges if you try to make an additional payment to your loan. Never use this bank, there are far better options. They really give Credit Unions a bad name.

  Business response

  05/22/2023

  Please Note: The following summary is provided for the purpose of reporting.
  We have been in touch with our member. His payment has been processed. Some of his feedback regarding the inconvenience he experienced is valid. We do apologize for providing initial misinformation on the timing for ACH payment processing. We have addressed this with our employee.
  An automated clearing house or ACH payment takes 3 to 5 days to process; this is an industry standard, rather than policy unique to **.
  Other issues the complaint raises also have to do with security restrictions: Without having previously established his own online banking account, his options were limited. (New online banking requests have a qualifying period to ensure against fraudulent attempts.)  Further, we do not provide financial information or support to any person transacting within another members online banking account. We do our best to provide responsive member service; however, the safety of member financial information takes precedence.
  We also acknowledge there is an opportunity to clarify instructions in our digital banking portal.  This members experience is something we do want to improve upon.

  Customer response

  05/22/2023

   
  Complaint: 20051218
  
  I am rejecting this response because: I did make an account, my social security number name and address were all used in conjunction with my wife's to set up a joint account. My wife was literally in the room with me for the phone calls and you were made aware of that. At no point in time was it ever stated that each spouse had to go and create a unique account to be able to do business with the joint account where all our credentials were used to create the account. If it was not my account I was accessing, why was I able to pass every single security question with the correct information that matched the account security on the account that has my name on it?
  
  Sincerely,
  
  *********************************

  Business response

  06/02/2023

  To the BBB Complaint Administrator:
  Thank you for providing our members response to our communication. We note that his desired settlement as stated in the complaint itself specifies contact by the business. We have reached out on two occasions to provide additional clarity on the questions hes noted, and to date, he has not returned our contact. We are happy to specifically detail how online accounts, even when created on an existing account, need a qualifying time period as a measure against fraudulent account takeover. All the identity verification items mentioned can and have been used in cases where someone is unduly influenced to share that information against their preference, or accessed illegitimately. This is why we have strict procedures around support for third party access to an account online.

  Customer response

  06/02/2023

   
  Complaint: 20051218
  
  I am rejecting this response because:

  It is not up to me to make contact with you. I have received no texts, emails or phone calls from you. My account was created in December, is 4 months a long enough qualifying period to request a payoff letter on my account? Is 4 months long enough to make a payment on my account. At no time did you ever suspect fraudulent takeover, I answered all security questions and confirmed that my wife was in the room with ** on speaker phone. So there was no 3rd party access to the account, only direct primary access by the two account holders. Your agents lied to me, your agents failed to help in a timely manner and just failed to produce required documents when I told them we were pulling our business from the bank after the terrible service. The fact that you now want to twist this into being defensive about "fraud" instead of just owning that you treated a customer badly and lied to them is exactly why the BBB is now involved in this situation. After the history this county has with banks, you should be working to build trust and confidence with the community, you are doing the opposite and my wish is that no one else has to experience what we did with this credit union.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested to be removed as an authorized user on a ********************** card owned by someone else. They have refused to do so. I am now incurring financial damages due to their inability to remove me, even though they are obligated to do so. I have submitted the request in writing, via ***********, and telephonically. They are causing a great deal of stress and hardship by not following through on their own ******************* I am requesting removal as an authorized user, updating the ********************** bureaus of such, AND providing proof via email that they have done so.

  Business response

  03/10/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request the members complaint not be published to the public facing Better Business Bureau website due to our obligation to protect the privacy of member financial information.

  
  Progress on the members complaint: We have been in contact with the consumer.  The authorized user agreement signed by ***** on 12/3/2020 states the terms of use as follows: You hereby request NWCU to issue a **** card on your Account in each Authorized Users name. You an any Authorized User(s) understand and agree that each borrower and authorized user is responsible for all charges to the Account, irrespective of who initiated the charges.
  
  We will not be removing her from liability of repayment or removing the item from her credit report. Due to delinquency the card has been closed and no further charges can be accrued on the card. 

  Customer response

  03/10/2023

   
  Complaint: 19523215
  
  I am rejecting this response because:

  I do not believe the signed copy I was provided was authentically signed. It looks to be an electronic signature, which I did not knowingly sign, and the terms & conditions provided on their website state vastly different things. It states that an authorized user may be removed at any time by submitting so in writing. Further, per communications in March 2023, the business stated that I am not legally obligated to pay the debt. So Im not responsible via communications and theyre provided terms & conditions, but  it seems their only purpose is to tear down my credit, and not uphold their own terms & conditions. The ************************************ as well as the National Credit Union Association have been contacted and complaints registered there as well. This company has already been held liable for unlawful business practices and I fully intend to proceed to the fullest extent. I am attaching a copy of the terms & conditions as outlined on their website. Legal counsel has been contacted and if not resolved here, we will proceed with legal recourse. 

  
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩