Complaints

This profile includes complaints for Northwest Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Northwest Federal Credit Union has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Northwest Federal Credit Union

  200 Spring St Herndon, VA 20170-5241

• 

  Northwest Federal Credit Union

  231 Maple Ave E Vienna, VA 22180-4630

• 

  Northwest Federal Credit Union

  14419 Chantilly Crossing Ln Chantilly, VA 20151-2116

• 

  Northwest Federal Credit Union

  525 Trimble Plz SE Leesburg, VA 20175-5437

• 

  Northwest Federal Credit Union

  7500 Webb Dr Gainesville, VA 20155-3446

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bank is harassing me via email and phone, however, its inconvenient to answer and I am not able to answer or call during their limited banking hours. Attempting to pay online isn't working out as the bank is saying I have paid more than 5 times in 30 days. Do they want their money or not? Screenshot attached of me trying to pay online

  Business Response

  Date: 01/04/2024

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 12/27/2023 from the Better Business Bureau and have since researched your concerns. A Credit Union representative attempted to contact you on 12/28/23 to discuss this matter and left a voicemail. We apologize for the negative experience you had with our online payment portal. As of 12/29/23,Northwest Federal has received full payment for your vehicle loan. 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

  Date:12/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In a letter from NWFCU dated 28 NOV 23, received 2 DEC 23, NWFCU indicates a partial mortgage payment was received (my usual payment amount). Zero information was provided in the letter OR on the website as to what the shortage or other issue was, which would allow me, the consumer and customer, to quickly remedy the issue. The office was closed when I received this letter, so was not able to learn via a customer service agent what the issue could be. The past due, current amount due, and total amount due *in the same letter* are all listed as $0.00. The letter states that the funds received have been placed in a "holding account until the remaining amount due is collected. The loan payment made has not satisfied what is due or reduced the principal balance of the account." I'm filing this complaint due to threatening letter without an accompanying remedy. It's borderline unethical and completely unprofessional. No one should receive a letter like this without the issue fully explained in the individual's always accessible, online account, AT A MINIMUM. The customer shouldn't have to wait X number of business days as the bank clock ticks till "Loss Mitigation" (information provided in NWFCU's letter) gets involved.

  Business Response

  Date: 12/15/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint filed 12/2/23 with the Better Business Bureau. A Credit Union representative spoke with you on 12/4/23 to discuss this matter, and an explanation for the letter was provided. If you have additional 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)

  Business Response

  Date: 12/19/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint filed 12/2/23 with the Better Business Bureau. A Credit Union representative spoke with you on 12/4/23 to discuss this matter, and an explanation for the letter was provided. As discussed, your loan was paid ahead for January 2024 which is why the statement showed a zero balance. If you have additional 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 Answer

  Date: 12/21/2023

  [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:
  
  The credit union uses canned form letters, that is the problem. This complaint could have been avoided if someone had simply taken two minutes to add some very important details to the letter I was sent. It arrived on a Saturday afternoon, as I recall, and there was no way to reach a person to learn the necessary details that prompted it.  Though I did try to cancel this report after we chatted, I wish the credit union would modify their policy regarding canned letters like the one I received. 

  Regards,
  
  **

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a vehicle loan with NWFCU back in Jan 2022. NWFCU had set the monthly due date to 1st of every month, and their agent told me to set up the payment date to 20th of every month. Without thinking much I set it up accordingly. However in 2022 after a few months I realized that bank transfers were sometimes taking 2-3 days, causing the due date limit to cross and NWFCU started late-charging me $36.65 every once a while. I tried changing the payment date online but couldn't do it. I called in to their customer care (sometime 2022) to make the payment date change, they said they've done it from their end and I thought I took care of it. But then in 2023 I logged on again to see even more $36.65 charges, and the payment date didn't change !! Since then I've been trying to call NWFCU or log on online to change my recurring payment date. I was told I cannot do it online, I was told the payment date has been changed(most recently in Aug 2023), but it's October and the payment date is still 20th, and I have been charged a total of 8 late fees of $36.65 each. To me this smells like NWFCU purposely set the payment date to 20th so that they can collect late charges forever. I tried calling their customer service on OCt 13th again but to no avail. Hence I have no recourse left but to report this mal-practice to NCUA... All I want is that NWFCU refunds me late charges. I was charged those due to no fault of mine. I even have a recording of their website not allowing me to make changes to recurring payments. Unfortunately I don't know what their call centers reps did or didn't record.

  Business Response

  Date: 11/14/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 11/4/2023 from the Better Business Bureau and have since researched your concerns. Our records indicate that you spoke with a Credit Union representative in August, September, and October regarding this matter. On November 7, a letter was mailed to you summarizing managements review. 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)

  Business Response

  Date: 11/16/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 11/4/2023 from the Better Business Bureau and have since researched your concerns. Our records indicate that you spoke with a Credit Union representative in August, September, and October regarding this matter.On November 7, a letter was mailed to you summarizing managements review. Following our investigation,we have determined that late fees were not due to Credit Union error, and therefore no refund was necessary. However, on October 16, 2023, one late fee was refunded to your auto loan account as a courtesy. 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

  Date:10/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a promotion from NWFC to transfer card balances to my NWFCU c/c for a 0% APR. All transfers were subject to a 3% fee and were required to be processed prior to 10/1. I made 3 transfers all which posted well prior to 10/1 and all which were subject to the 3% transfer fee. At the time of the first transfer there was a zero balance on my credit card. After the first transfer but before I received my next bill, a $44 automatic payment hit the c/c - I immediately paid off the $44 charge. On Oct. 2nd I was charged a $95.06 periodic interest charge. I promptly reviewed (again) the promotional materials and could not account for this charge. I called NWFCU 10/4, 10/6 and again today 10/11. I reach only the entry level customer support staff who cannot tell me why this interest fee was charged. Today I asked to speak with a supervisor and/or someone from the card department, and the young many who was very respectful tried, but neither would take my call. I have also emailed twice now. If I am going to be charged interest I need to be told why and to which transaction it relates - the $44 I paid off before the end of the statement period? The young man indicated the $95.06 was due to how one of the requests was processes - which request? I've used and loved (as much as one can love a bank) this bank for years, but would like an answer. If I need to pay off the card I will, but if I'm being hit with fees and interest not disclosed, then I want my 3% back when I do. My desired resolution: honor the 0% APR or refund the 3% and I will pay off the card by the end of this billing cycle.

  Business Response

  Date: 11/07/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 11/1/23 from the Better Business Bureau and have since researched your concerns. A representative has been in contact with you to discuss this matter and confirmed that the situation has been resolved. 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

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/09/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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)