ComplaintsforNorthwest Federal Credit Union

• Initial Complaint

  06/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just wrote a review on BBB.com as well. I purchased a new car in January of 2022 and used Northwest Federal Credit Union. The disclosures I signed just stated that the vehicle was insured, not that I needed specific coverage they wanted. However, I received a letter from Northwest in May stating I needed $1,000 deductible for comprehensive and collision, so I changed it immediately. They stated that if I did not, a forced insurance would be bought. I saw they purchased a $9,000 insurance for me, even though I complied with their request! After literally hours of being on the phone with Northwest and their third party insurance, they assured me it would be taken off my loan amount within 5-10 days. Weeks passed by and it was still there. I followed up and they said that specific insurance policy had to be on my insurance since inception of the loan, but nowhere does any disclosure say that. They will not waive this forced insurance even though I complied with everything they wanted. I feel like I am greatly being taken advantage of.

  Business response

  07/13/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 7/1/22 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. 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
  703-709-8900 (844-709-8900 toll-free)

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday I filed compliant # ******** and thought it was being routed to the Northwest Federal Credit Union (NWFCU). Today I saw the *** Credit Union on your email reply. Please disregard as my issues are NOT with *** Credit Union. My issues with NWFCU have been on going since 2020 when my on line access was denied. NWFCU has AGAIN reported my account delinquent by over 30 days -even though I have made payment. I previously filed a compliant with NCUA (Case# ********) that NWFCU has NOT resolved. Created By: ********************************* (3/5/2022 6:06 AM) NWFCU has reported my account as 30 days past due on 3 March, 2020 to ********** even though it was due February 20, 2022. This credit union will not honor any grace period.Created By: ********************************* (2/19/2022 12:26 AM)I contacted ******* ***** customer service ************** and verified that the Money Orders contained in the attached documents dated 1/04/2022 (Serial# ************************* were CASHED on 1/25/2022. I also confirmed with ******* ***** Money orders (Serial # *************************) were CASHED 2/15/2022 although I informed NWFCU via email 2/7/2022 the were sent.Created By: ********************************* (2/17/2022 2:40 PM)On 10 February, 2022 I filed a complaint with your agency on Northwest Credit Union (220210-8103616) regarding the recurring issue of reporting of my Auto loan as delinquent although I have sent payments to the PO Box address I have been sending payments since August 2020. Late last night, I received notification from ******** of the results of my dispute filed (Report # ****-****-**) and learned that NWFCU reported my account 60 days delinquent 15 February. I did receive an email stating that NWFCU had responded that it was working on my issue and indeed they are as they have reported and additional delinquency even though I sent them a copy of two money orders totaling $900.00 to their national call center email on 7 February indicating the payment was mailed 2/4/2022.

  Business response

  03/25/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 3/11/22 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. On 3/21/22 a request was submitted to the bureaus for an update to remove January and February 2022 late reporting. It may take 10-15 business days to reflect the changes. 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

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for a personal loan and received the monthly payment amount from my loan officer in writing. When I get to the branch to pick up my check they said my payment is double what I was quoted and they did nothing to remedy the situation for me. I asked to speak with a manager and they gave me a number and email to call someone on Monday.

  Business response

  03/18/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 3/6/22 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has been in contact with you via email to discuss this matter. We apologize for any inconvenience this may have caused. 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)
  

  Customer response

  03/22/2022

  [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: They just stated they received my response, and no one has contacted me from management to discuss the way I was treated or with a plan of how to make sure this doesn't happen again.  
  
  Regards,
  
  *******************************
  

  Business response

  03/24/2022

  On 3/7/22 a member of Card Services management was in contact with you to discuss this matter. The issue was addressed and, on 3/9/22, you discussed moving forward with loan paperwork. Please contact Member Service Center should you have additional questions or concerns:
  703-709-8900 (844-709-8900 toll-free)
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On sept i paid off this loan they still reported me late 2 months after and promised they would delete their company reported completely off my credit and send me a deletetion latter and they never did send it I have been calling for 3 weeks straight and they do not respond back are not standing behing their word of deleting it off my credit even though they are paid in full

  Business response

  03/18/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 3/6/22 from the Better Business Bureau and have since researched your concerns. A Credit Union representative contacted you via email regarding updates to your account information with the credit bureaus. Should you have any questions, please contact our ********************* and wed be happy to assist.
  
  *********************:
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ (************ toll-free)
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The listed company sent me a letter declining a loan I DID NOT APPLY FOR.

  Business response

  02/18/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 2/11/2022 from the Better Business Bureau and have since researched your concerns. A member of the Lending team has been in contact with you to discuss next steps in the investigation process. 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

   ************ (844-709-8900 toll-free)

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 7, 2021, Northwest Federal CU charged my loan $540.00 for the alleged lack of auto insurance. My 2016 **** **** is and has been insured with ***** Insurance since 4/16/20 without any lapse in coverage. Prior to that the vehicle was insured with **** without lapse. This information has been provided via email and fax to ** ********* **** (Third-Party). Northwest refuses to credit my account and provide my title of ownership, as my vehicle loan is paid in full.

  Business response

  02/17/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 2/9/22 from the Better Business Bureau and have since researched your concerns. Following verification of insurance, a full refund for the ******************************* was issued. 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
  ************ (844-709-8900 toll-free)

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an auto loan with Northwest Federal Credit Union in October of 2021. A few weeks later I received a letter in the mail from a third party company saying that I needed to verify my insurance by going online so I did. I received another letter a week or two later saying that my coverage wasn't adequate and that I needed to update it online, so I did. I then received another letter a few weeks later saying it was the final warning that I needed to update my insurance, which I had already did. If I didn't update it, they said they would purchase insurance for me and raise my monthly payment. I then called Northwest Federal Credit Union to have it resolved and they told me to send the insurance information directly to them so I sent them my insurance declaration page. I did not hear anything back so I called them a week later and spoke to a man who said that he looked at the insurance info I sent over and it looks ok but the collateral department has to review it. I have not heard anything since and I have tried multiple times to contact them to resolve this issue. I always get their voicemail and I have left multiple voicemails that they have not returned. I just want them to let me know that my insurance is adequate and that they won't raise my monthly payment. It has been almost a month since I have heard from someone with information about this issue.

  Business response

  02/11/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 1/23/22 from the Better Business Bureau and have since researched your concerns. The insurance documentation has been updated and Collateral Protection Insurance (CPI) canceled. 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)

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An $8,461.00Forced Placed CPI Insurance charge was improperly placed on my auto loan back in November 8th 2021. I have called and spoken with multiple people to get this resolved. I spoke with a ***************************** who said he'd fix it, but when a month later the charge was still on my account, I called back and he said he forgot to fix it. I was told it would be fixed within 7-10 days, and it's now January 6th. I received mail today saying I'm behind on a payment twice the value of my usual payments, and that I can get sent to collections if I don't pay. I was informed I would NOT be sent to collections. I also have late fees placed on my account, even though my amount due has been paid every month in full amount not late at all. I'm trying to sell the vehicle, but haven't been able to for 2 months as a result of their incompetence.

  Business response

  01/24/2022

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 1/10/22 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 to provide an update on your insurance coverage. Your account has been credited for the disputed amount. 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
  703-709-8900 (844-709-8900 toll-free)
  
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NWFCU Has been aware that the company they use to verify insurance has not been doing so. Instead of fixing the issue they have put forced place insurance on my car even though I have repeatedly submitted it via the website, in person on phone, via attorney , via my safeco agent. This has been going on several months and they wont correct. I have recorded on a 3 way call with my agent Allied (the company they use) admitting they put forced placed insurance on me simply because they didn't want to wait on hold to verify it. Well I also on recording had my agent verify with them my insurance.. guess what.. no change I'm still in collections!! I'll be filing with the attorney general next. They need to hear this recording.

  Business response

  12/21/2021

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 12/3/21 and have since researched your concerns. Following verification of insurance, a full refund for the Collateral Protection Insurance was issued. 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

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/6/21 spoke with representative about truck payoff, sent payoff first time. Was sent back stating I didn't have the account number on check. 8/16/21 was mailed a letter telling me couldn't process payoff due to my checking account was closed, it was not. I contacted my personal bank and had the VP help me send in the payoff to NWFCU, VP contacted via phone NWFCU, and the payoff amount was agreed upon and was told to send in the check with letter from VP explaining situation. All of this was done on 8/24/21. It was over a month of silence from NWFCU, no calls, no letters. Finally I called NWFCU on 10/6/21, and they informed me I now owed them an additional appropriate $44 in late fee and I would not receive title until I payed. I again explained to them how my check was sent back to me, and their processing errors. 10/25/21 I send a letter informing them I still have not received my title to my truck. Then today, 11/4/21 I received a call from NWFCU, informing me that I still have an outstanding balance of appropriately $44, and would not be receiving my title until its paid. Once again I told the representative of the situation and NWFCU processing errors, to which she replied, "I'm sorry, but until the balance is paid I cannot sent out the title, is there anything else I can help you with?" Once again I explained why there should not be additional charges on the account, only for her to repeat the same line to me over and over like a robot. Finally I asked to speak to her supervisor, she put me on hold for a short time before coming back and saying they are busy and will have to call me back. I said that would be fine, but I need to be called after 4:30, she responds well our department closes at that time but I'll pass on your information. I have received no call back, no informative letters, and most importantly no title. They've given me and others the run around and no telling how many countless others they have done this to.Acct- ************ Mem- *****

  Business response

  11/16/2021

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 11/6/21 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 the title has been mailed. 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
  703-709-8900 (844-709-8900 toll-free)

  Customer response

  11/17/2021

  [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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

*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. ↩