ComplaintsforNorthwest Community Credit Union

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being charged insurance through northwest community credit union and my insurance progressive. Ive been trying to get this issue resolved for over a month. Ive sent emails to higher up employees, Ive gone into your branch in ******************** in *********. I have paid every single car payment and am up to date on everything. Ive sent all the documentation that northwest community credit union has asked me for via email. I am set up for automatic withdrawal for my car payment, it is on hold right now because I was told that because of the charges for insurance. Ive provided everything they wanted via email. For insurance and more. I was told from the northwest community credit union that they were handling it. But it never got handled and then never contacted. Now ** getting contact that nothing was resolved and I have nothing else more to give. Northwest community credit union is now saying I did not pay my January payment. And that the payment I paid went towards insurance. Ive had insurance since July 2022with progressive. They are refusing to pay my car payment with the money i am providing. They are not providing me with any documentation either. I have all my documents Ive sent them. But have no documentation that I owe or what has been paid and where. I want this resolved asap. Thank you

  Business response

  02/27/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request the members complaint not be published to the public facing Better Business Bureau website. In addition to our obligation as a financial institution to protect non-public information of members, we note that the member has included unredacted names and locations of our staff in the state complaint form.

  
  Regarding the complaint process: The Consumer Advocate for the *************** has requested the history on this matter, and we are cooperating fully. We respectfully request that the reporting timeframe be extended to allow for the State Advocacy process.
  
  Also, Northwest Community Credit Union did not receive notice of this complaint through the BBB Complaint Notification System until today, February 27, 2023. Both administrators on this account did not receive the prior notification.
  
  Progress on the members complaint:It should be noted that since December 20, 2022, we have been in touch on eleven occasions with our member, through phonecalls, email, and in person branch contact. At issue is the discrepant coverage information provided by her insurer, which showed the vehicle in question was added as of January 6, 2023. As of February 24, 2023, the member has been in contact to arrange overdue payment.
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have auto payments set up with this credit union and have had them for years. I am a member whos been in good standing for over 7 years. Last month, for some reason my auto payment did not process. Upon checking it, I submitted another payment. I got a call a few days later saying that I was late on my payment, I told the guy to check my account as I had made a payment. Upon checking, he said that it takes 3-4 days for it to go through. Today, I get a call saying Im 50 plus days late and they are reporting to my credit agency. I ask them to please remove it as I had auto payment set up, they responded by telling me to take it up with the credit agencys. After an hour plus on the phone, they hung up on me after asking ti speak to a manager. Not only did my first payment not go through, but my second payment didnt go through either! The system they are using is not pulling a payment and thats somehow my fault! Then they just hang up!

  Business response

  02/02/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for services.

  
  We have been in touch on several occasions with our member. As of todays date, he is current with his payment and has indicated he will work with branch services to make sure his settings will help prevent this in the future.

  
  If autopayment is not set up correctly by the user, it wont satisfy the monthly payment. Its also recommended that users monitor account balances to note that payments are completed; if sufficient balance is not maintained, this will also affect the payment.
  
  The credit reporting is accurate; payments were received late. To dispute the reporting,the member will need to contact the credit bureaus and the credit bureau will contact NWCU to investigate.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently took out an auto loan with Northwest Community Credit Union on November 25th 2022. I have been waiting to receive my member ID, so I was able log in to my account and setup automatic payments for this auto loan. I called and talked with a representative from this credit union and they provided me with my member ID. I was able to get logged into their website but I couldn't figure out how to setup an automatic payment using their website. I tried clicking on the bill payment tab of the website but it would not allow me to access it for some reason. I called the credit union again to see if they could assist me. I spoke to a female agent and she began asking me for my social security number, name and address to access my account. She then started me a series of questions like "what was the amount of the last purchase I made using my debit card" I was like "I have no idea" I don't even know why that question was relevant. She then asked me question I wasn't quite sure how to answer about transferring money and then told me she wasn't able to assist me with my account and that I would need to go into a local branch. The closest branch is 20 miles from me and I'm not driving that far just to make a payment. My experience with this company has been very negative and I'm not going to be held accountable for missing a car payment when they refused to help me.

  Business response

  12/27/2022

  Please Note: We're providing the following summary for the purpose of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for service.

  12/19/2022

  9:25 AM ***** called and reached Member Connect. Member Connect verified the loan payment amount and what ******************* the auto pay pulls from. ***** asked for member number and was provided the information.

  11:57 AM ***** called and reached Lending Solutions. Lending Solutions attempted to verify caller and was not successful. 

  1:40 PM ***** called and reached Lending Solutions again. Lending Solutions is able to verify caller and submits ticket to have Member Connect modify auto payment.

  2:35pm (PT) - Member Connect manager follows up and reaches ***** (member) and submits Docusign with new payment request. ***** signs Docusign and Member Connect Manager creates new autopayment as requested. Situation resolved.

  We have reached out to our Lending ******************** to request coaching on the matter of verification. Lending Solutions verifies using a list of available questions, however the first agent did not cater the questions to the members accounts. While the action is not wrong, it certainly created confusion for the member.
  

  All other information and actions taken were correct and members situation was resolved same day. 

  Sincerely,

  Member Connect

  Northwest Community Credit Union

   

  Customer response

  12/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company i accused us of not having insurance on an auto loan our Insurance never lapsed. They have a sense verified that our insurance never lapsed, and that it was their mistake. But refused to reverse any fees that were inquired due to their mistake. They have verified that and have been charging us in accurate fees and are unwilling to reverse the fees that were caused due to their mistake. At no time did we not have insurance they have verified that. They neglected to do their deal diligent in contacting us And our unwilling to work with us we have spent several hours on the phone trying to clear this up and getting nothing but the runaround from them. They keep telling us call back in two weeks. We call back and they have no information. We are ready to send this case onto our attorneys.

  Business response

  12/08/2022

  Please Note:  Were providing the following summary for the purposes of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for services.

  
  We are trying to contact our member, *******************************. Weve left several messages, and we hope this response in this channel will reach him. We have good news for him on this request, and we would like him to contact us directly at ************** and ask for the **************** department.
  
  Sincerely,

  ****************
  Northwest Community Credit Union

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I had an account with this Credit Union, i was scammed by falling for, what i thought was a government ***** to help get out of the pandemic debt I had gotten into. i did not do this on purpose i thought it was a real ***** from the government, The fraud department at the ** notified me of what was going on, and the scammers came in and took all my money and all the banks money they could access, it was about $16,000 all total. I have nothing but social security to live on and i told the ** that, they then decided to ruin my life, they told a place called **** Systems that i was kicked out of the ** because i was always overdrawn, but i was never overdrawn until the scammers took the money from my account, now they have started turning me into the credit bureau's as a bad risk. i am unable to get a checking account or anything, i lost everything and what i did not lose the ** took from me, i closed the account there, but they have left it open and are reporting it over drawn every month. i have lousy credit thanks to the pandemic - i just want to be able to bank somewhere so i can pay my bills, i had NEVER overdrawn my account until the pandemic messed up my whole life, i am retired, i am also disabled and i worked until a couple of years ago, i would work now but i fell and broke my shoulder a few months ago. i am 73 yrs old and have worked all my life, this ** is vindictive and has tried to ruin me because i got scammed, they are totally lying about what happened. i need help to straighten this out, they refuse to listen to my side, and just decided i was lying and it is the ** lying.

  Business response

  07/26/2022

  We have responded to the consumer directly on this issue by postal mail at the address we have on file. 

  Customer response

  08/15/2022

   
  Complaint: 17518124
  
  I am rejecting this response because:

   

  i do not agree with this company they did not try to talk with me or make any arrangements and they took nearly $2000 of my social security money.  so no I do not agree with them

   

  ************************* If they will remove the bad lies from my profile they can keep the money they stole from me.  

   

  other wise leave this on  as they stole my money and lied about the scam that took my money and their's too

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

  Business response

  08/19/2022

  Hello:
  We do not provide the detail of financial interactions with members in a public forum. In fact, we have interacted with the consumer on this matter on a number of occasions.
  

  Customer response

  08/26/2022

   
  Complaint: 17518124
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  09/01/2022

  Northwest Community Credit Union says they already talked to me they did not talk to me the woman who answered the complaint I have never heard of before I think they're lying and just because they want to be ***** I would like this removed from that check place and if they do that then I will not complain anymore and I will just I need to have an account I need to get stuff done and they have lied I told them as soon as I knew that it was a scam they're the ones actually that told me I got a letter from this lady and she went on and on about the things I did not do I did file a complaint with the police I showed I sent all the information back to him and they're still saying they did nothing or I did nothing and that's a lie I am sick of these people all I want is for them to take that bad thing off my checking account if they do that from check systems and remove it then I will walk away and forget the whole **** thing otherwise I'm going to keep filing complaints until they have so many they can't handle them I am sick of these people they have lied and done all kinds of things and just because they have more money than I do they get away with it so that is how I feel

  Business response

  09/08/2022

  
  Hello: 
  In addition to written correspondence, we spoke with the member about the matter on February 10, 2022, February 17, 2022 and again on April 1, 2022, thoroughly discussing the matter each time.  We do not agree to alter any reporting regarding our experience with the member.

  We are constrained from providing specific information on financial transactions in a public forum.

  Customer response

  09/12/2022

   
  Complaint: 17518124
  
  I am rejecting this response because: I did not talk with them about this situation,  they did try to tell me something - I DO NOT recall talking with this Credit Union but one when I tried to recover the money the ** took from, me,  THEY NEVER SAID A WORK ABOUT THE **** OR THAT THEY THOUGHT IT WAS NOT A ****,  

  I DO NOT UNDERSTAND WHY THESE PEOPLE THINK I DID THIS--  I TOLD THEM IT WAS A **** AND HOW CAN I PROVE WHAT THEY SAID TO ME.  DO THEY HAVE A RERCORDING OF WHAT IO SAIDS??  i WOULD LIKE TO HEAR OR SEE IT IF THEY HAVE SUCH A RECORDING

   

  THE POLICE REPORT WAS DONE WITHIN  DAYS OF BECOMING AWARE OF THE ****       22-1446 IT THE NUMBER THAT SPRINGFIELD POLICE GAVE ME AN I GAVE TO ** CREDIT UNION. SO WHY ARE THEY SAYING THEY DID NOT GET THIS??

  THEY HAD SEVERAL UNTRUTHS IN WHAT THE ** CREDIT UNION SAID.  HOW DO I PROVE THIS WHEN ALL THEY DO IS CONTINUE TO TELL UNTRUTHS????

   

  
  
  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. ↩