ComplaintsforNorthwest Federal Credit Union

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Initial Complaint
08/16/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Northwest has been asking for notorized power of attorneys for both my wife ****** and I( ***** ******) for a recent auto loan financed with them. I’m not sure why they need that since we signed multiple power of attorneys in the beginning. But we responded and cooperated to finish the transaction. But then we kept receiving notices saying one of the four power of attorneys were never received. We continued to resend the power of attorney notorized on multiple occasions and northwest insisted it never arrived. Now we are receiving a letter of rate and payment change saying my 1.79 percent rate is being raised to 18%! On what ground?s?! My wife and I are both 800 plus credit scores and never miss a payment. We have tried to cooperate to get this finalized but northwest has dropped the ball on multiple occasions and wants us to take the fall. I don’t know if it’s because they don’t want to honor such a low rate because of recent rate changes throughout the market. But I’m not going to stand for it. I hav fulfilled all of my obligations to keep this loan in tact and I want results to fix this matter asap. I have a copy of one of the notorized power of attorneys that is predated with a notary to prove that countless attempts have been made to send these documents over. They needed four power of attorneys. And somehow they received three out of four? How does that make sense? Why would we only send three out of four power of attorneys notorized and signed? Please help me get this matter addressed. I refuse to be punished for something that clearly seems to be a dropped ball on their end. I am in the automotive business in the finance department. I am extremely diligent and am aware on how to handle day to day forms in order to complete a funding process.
Business response
09/13/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 9/6/23 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has attempted to contacted you to discuss this matter. On 8/25/23 the Credit Union received the perfected title, and the account has been restored to its original terms. Should you have any questions, please contact our Member Service Center and wed be happy to assist.
Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Initial Complaint
07/07/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I noticed I had late payments from NORTHWEST FCU on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.
Business response
07/28/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 7/15/23 from the Better Business Bureau. A Credit Union representative spoke with you on 7/20/23 to discuss this matter and confirmed that the credit reporting is accurate. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.

*********************:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Initial Complaint
06/15/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made my car payment to Northwest Federal Credit Union in Herndon VA on time but only keyed in $328 instead of $328.05. They charged me a late fee because I was a nickel short. I also received a letter from their collections dept and several voice mails. I called and they said they would submit documentation to have the late fee waived. That was over a week ago. I also transferred an additional $1.00 to cover the 5 cents overdue. Still getting harassed with voice mails. Called two more times and the late fee is still on there. I have been paying on this loan for over 2 years and all my payments have been on time. I don’t want to get a ding on my very good credit report over this ridiculous matter. Can you help?
Business response
06/29/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 06/28/23 from the Better Business Bureau and have since researched your concerns. The late fee matter has been resolved and your account is now current. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Initial Complaint
05/24/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a checking account, savings account, and mortgage with NWFCU. I mistakenly used my debit card connected to my checking account to pay for a recurring subscription and was charged an NSF fee each time the subscription was processed, despite me changing the card number with the merchant. I did not have the means to bring my account current at the time, and unfortunately, it was placed in "charge off" status sometime in March 2023. I then sold my home and paid off the mortgage completely, but there was a slight overpayment for which I was owed a credit. Instead of informing me that this money would not be released to me because of the charge-off status of my checking account, NWFCU deposited the money in my savings account and is now telling me they won't release it until the charge-off is rectified. I was not notified of this at all.I have asked if there are any options available for a payment plan for the amount that was charged off, and I also asked if I could apply the money in the savings account to the amount that is owed for the charge-off. I have not gotten a response. The customer service I have received from NWFCU is atrocious; the reps have been rude and unhelpful. At this point, I am requesting a refund of the money due to me from the mortgage that is now closed and for a payment plan to reconcile the amount that was charged-off.
Business response
06/16/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 6/13/23 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has been in contact with you to discuss this matter and a letter outlining a repayment plan has been sent to you. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Initial Complaint
03/09/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello BBB,I had applied for Auto-refinancing with NorthWest Federal Credit Union and paying monthly premium automatically since I got the loan approved. Recently they are torturing me by asking Title, POA and etc., which they should got from my original loan provider, and feel being threatened, and need this to be stopped. I don't know where the title is as of now, with first loan provider or this NWFCU. I already provided all the necessary documents in the first place before refinancing approval with NWFCU, and told when someone contacted me after sometime over the phone that no one will get approval without providing all documents and asked why are you bothering me... Now I am worried where my vehicle title is, and whose custody, but I am keep paying monthly payment without any failure. Please help me to stop the nuisance. *** and appreciate your help...Regards,******
Business response
03/29/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 3/18/23 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has been in contact with you to discuss this matter. A follow-up email was also delivered on 3/23 with a copy of your loan agreement. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Customer response
04/10/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Credit union representative contacted me on 3/23/2023 morning in response to my complaint made with BBB, and they retaliated about my reporting, and their action was atrocious by penalizing me, and threatened me to pay within 2 days of extra $82.01, and immediately bumped the current interest rate from ~1.79% to 18% immediately (approx 10 times).

Because of this atrocious action, I visited the Herndon branch and met one of the manager (**************** ********************) and spent about 1.5 hrs to explain what happened so far at that point of time of no use, and so ended in paying-off the whole loan amount to close the account, since their actions are unfair, atrocious and arrogant, and don't like their business relationship and dealings, and my experience with them is very very bad. Actually the auto Title in their court and custody only, and the manager gave me a letter on 03/23/2003 stating that I can collect the title from Herndon branch once the payoff has been processed and verified typically in 9 business day period, which is already over as of now. Since the days over, I tried to contact ******************** to find out the status to collect the title in vain, but ******************** returned my call following day on 4/7/2024, he mentioned the title still on return-transit for them to receive from **** yet. So, I am still waiting as of today (4/10/2023) for their call to receive title from ******************** at NWFCU, Herndon branch, and it is not over yet...

BBB is there for consumer to complain when business do dealings goes wrong, and not sure why they retaliate about my complaint & reporting, and this must be discouraged with reasonable actions is my plea here. My experience is bad and I don't want anyone go through like me with NWFCU.
Attachment: Related document for reference.

Regards,

****** *******************************
Business response
04/20/2023
We have received your response. The title has been mailed and was delivered via USPS as of 4/15/23. Please contact Member Service Center if you have additional questions or concerns:
M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Customer response
04/26/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and after a long struggle with your help, received the title from NWFCU by mail on 4/15/2023. Thanks for publicly posting this complaint, so as others can be vigilant when dealing with NWFCU. Now, this complain can be closed. Thanks again for your help and support to get the title, and hope others will not go thro' this pain.

Regards,

****** *******************************
Initial Complaint
01/03/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Federal Credit Union fail to update personal information on physical addresss, mailing address and insurance policy after being given twice and wrongly reported me to the Credit Bureau when the account was paid on time
Business response
01/27/2023
Thank you for contacting Northwest Federal Credit Union. We received notice of your compliant on 1/16/2023 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has been in contact with you to discuss this matter. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
Member Service Center:
M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Customer response
01/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

I still haven’t receive evidence that my contact informations has being updated in the system
Regards,

*************************
Business response
02/23/2023
The Credit Union has received your follow-up response. A letter with confirmation of your address change was mailed to you on 2/23/23. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.

Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ ************* toll-free)
Initial Complaint
09/13/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I checked my credit report and noticed I had late payments from NORTHWEST FCU . At the time, I was transitioning between jobs and going through an economic hardship. As you can see, I have made most of my payments on time so I am asking in goodwill faith for this one time to please remove these late payments from my account. I am trying to increase my score to qualify for a mortgage and I would greatly appreciate if you guys would forgive the late payments.
Business response
09/27/2022
Thank you for contacting Northwest Federal Credit Union. We received notice of your request on 9/16/22 from the Better Business Bureau. A letter has been sent to your address in response to this matter. Should you have any questions, please contact our Member Service Center.

Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ (844-709-8900 toll-free
Initial Complaint
09/06/2022
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
My husband and I have repeatedly contacted Northwest FCU to correctly report our current and on time auto loan that we took out in October of 2018. We have filed disputes with all 3 credit agencies, as well as the National Credit Union Administration, (we are still awaiting their findings). Northwest has placed our loan in their **************************** and refuses to take it out. This institution has made our credit a complete disaster, due to inaccurate reporting and derogatory remarks. This is a clear violation of the Fair Credit Reporting Act.
Business response
09/23/2022
Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint and have investigated your dispute. A credit union representative has spoken with you regarding this matter. Should you have any further questions, please contact our ************** Center.

************** Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ (844-709-8900 toll-free)
Customer response
10/05/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
********** ********* ******* ********* ***** ************************************** ******************* ***** **** *** ** **** ** ***** ** ******** *** *** **** * *** ******* **** *** *** ** ***** ********** ** * ******* ************ ** ******* ** **** ********* ********** *** ****** ******** ****** ***********************************

To whom it may concern.

As of this morning Northwest FCU is still not reporting our account to the 3 major credit agencies.

We pay $19.99 for ******* Premiere to monitor/and alert us to any credit issues, or changes.

Currently NOTHING is reported on my husbands credit, and ******** is the only agency reflecting payments on mine.

We believe this case should NOT be closed, I did make contact with Northwest as suggested by the email that was sent to the BBB, the day I received it, and I have heard nothing back as of yet.

Regards,

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

Business response
10/14/2022
The Credit Union is actively working to update the reporting for this loan to the credit bureaus. Please note, it may take additional time after the updated data has been received by the credit bureaus for the information to be reflected on the credit report.
Customer response
11/03/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: There has been no credit reporting of payments for myself or my husbands as of this date.

Regards,

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

Business response
11/21/2022
From: Neal, Cynthia <cneal@nwfcu.org>
Date: Mon, Nov 21, 2022 at 11:34 AM
Subject: complaint ********
To: ddennis@mybbb.org <ddennis@mybbb.org>

Hello Dennis –

I greatly appreciate your assistance. As discussed, Northwest FCU would like to submit the following response to complaint ********.

The Credit Union has been advised by the credit bureaus that the updated reporting should be reflected by next week.

Cynthia Neal

NCCO

Senior Compliance Analyst

703-709-8900

x4204
Customer response
11/30/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
As of today, the credit agencies are still not reflecting any changes/payments being made to mine or my husbands accounts.

Regards,

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

Business response
12/08/2022
A Credit Union representative spoke with you on 11/17/22 to provide updates on your case. Should you have additional questions, please contact the Credit Union at: ###-###-####.
Customer response
12/30/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: yes I was contacted by Northwest FCU, but as of this date there is still no resolve. I will try and make contact with them again next week, but I usually do not have any luck.

Regards,

***** **************
Initial Complaint
08/20/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
If your Northwest Federal credit Union force-placed an insurance policy on my auto loan, I feel I have been treated unfairly. I feel I have been deceived and when the it force-placed insuranc was applied at an unreasonable or excessive rate. As a small business black man of color please help I feel bad not take my word seriously I’ve been trying to get this straightened up now for several months and each time I pacifier or given a roundabout way I have missed opportunities to sell this car and now the fact that no one has reached out back to me I feel greatly disrespected help.
Business response
09/07/2022
Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 8/30/22 from the Better Business Bureau and have since researched your concerns. There was a lapse in comprehensive and collision coverage, which is required during the loan term per your Loan Agreement and Insurance Addendum. A credit union representative has been in contact with you regarding this matter. If you are able to provide verification of insurance coverage for the lapsed time frame (3/1/2022- 4/9/2022), further modification to reduce the premium may be applied. Should you have any questions, please contact our Member Service Center and wed be happy to assist.

Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
703-709-8900 (844-709-8900 toll-free)
Initial Complaint
08/16/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a used vehicle from a dealership in Atlanta, GA in December of 2022. And, financed through Northwest Federal Credit Union, at a payment of $406.56. We setup a recurring monthly payment plan (on 01/15/22) from our bank (***) to NWFCU, and started making payments 2-weeks early (e.g. paid Feb 1 payment on Jan 15). After about 5 months of making payments, we received a notice, via US Mail, that payment was past-due -by a couple of thousand dollars. When we called to inquire about the late notice, we were advised that 3rd party insurance was placed on the vehicle (without notice, or our consent) and that we were to provide proof of insurance on the vehicle (which we promptly did).After some deliberation with the 3rd party insurer, and NW Federal Credit Union; both agreed we had the proper insurance on the vehicle. However, NWFCU still contends that we owe them money for the 30-day 'gap' between the time we drove the vehicle off the lot, and (on/about) February 1st, 2022. The new declared monthly payment from NWFCU is $482.04, or $75.48/month increase (represents a $3,623.04, across 48 months).The unfair business practices are as follows:1) We did not consent to 3rd party insurance being placed on the loan/vehicle - we had insurance on the vehicle, payments were made every 30 days and the money/payment was not an issue.2) NWFCU, at no time, advised (call, email or US Mail) of the 3rd party insurance being placed on the vehicle - there was no platform for disputing - there is no documentation of the amount 3) NWFCU, has placed a negative remark on our credit, and we are chasing the delta between what was agreed to when we took the loan out, compared to an ambiguous charge for 3rd party insurance - again, goes to decisions and penalties being applied, without communication to us; out of our control All we wanted to do was make our car payment of $406/month, 2 weeks early, each month.
Business response
09/06/2022
Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 8/28/22 from the Better Business Bureau and have since researched your concerns. There was a lapse in comprehensive and collision coverage, which is required during the loan term per your Loan Agreement and Insurance Addendum. The credit union has sent letters requesting verification of insurance and a notification advising forced-placed insurance has been issued. If you are able to provide verification of insurance coverage for the lapsed time frame (12/16/2021- 2/9/2022), further modification to reduce the premium may be applied. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.

Member Service Center:
M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
************ (844-709-8900 toll-free)

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