Northwest Federal Credit Union

Complaint # [redacted] : Follto convo/AttachmentInboxMonica *W [redacted] < [redacted] @***.com>AttachmentsFeb (days ago)to me Dear [redacted] : Thank you for the follcall this morningPer our discussion, attached please find the documents referenced in my last response to the Revdex.com ComplaintAs I advised today,I was unable to determine a way to include the attachments via the online response system once the response was submittedThe only option I saw was to make changes to the original complaint.Thus, the reason I contacted the Revdex.com/you for assistanceAdditionally, I just reviewed your/the Revdex.com's decision to administratively dissolve the caseFrom what I understood, it was because it was outside Revdex.com Arbitration guidelinesWould that be accurate?Also, how will the additional information provided effect that decision? I'm more than happy with working through the Revdex.com to resolve this matterThis process has proven to be most beneficial as providing substantial responses I have received from NWFCU since this dispute startedI respectfully request (if any way at all possible), the Revdex.com/you continue to provide this medium for communication to help fairly and amicably resolve this on-going disputePlease advise on allThank you again on all and I look forward to your response! [redacted] ***Complaintant- [redacted] Email: [redacted] @***.comPhone: ###-###-####This email communication (including attachments) is intended for the individuals or entity named above and others who have been specifically authorized to receive itThis communication may contain information that is confidential, privileged and protected from disclosure; the sender does not waive any related rights and obligationsAny unauthorized use or dissemination of this communication is strictly prohibitedAccordingly, if you are not the intended recipient, please do not read, copy, use or disclose the contents of this communication to othersAdditionally, immediately notify the sender that you have received this email in error by replying to the email and deleting all copies of the original communicationAttachments

Dear [redacted] ;Thank you for your correspondence (received August 3, 2015) concerning the complaint referenced above, submitted by our Member via your websiteNorthwest Federal takes all member service complaints very seriouslyYour letter was forwarded to the Internal Audit Department which has researched the circumstances of the complaint.Our review found that based on the payments received on the account, correspondence sent and monthly credit reporting was accurate and appropriateIn early July, our Member sent some support information for past payments to our general Call Center staff which was riot forwarded to our Member Solutions staff as promptly as it should have been for proper review, This delay unintentionally escalated the Member's dissatisfactionAdditional reinforcement to staff regarding escalation has been provided to help prevent a similar situation from happening again.On July 30, 2015, the Member Solutions Manager sent a letter to the member summarizing all the payments received to dateAfter further review, the Member Solutions Manager identified the date range where a payment was not received as expectedThis information was mailed to the member on August 10, 2015.We trust this most recent contact with our Member has provided the information requested by the Member regarding these paymentsPlease contact our office with any further questions you may have regarding this matter.Respectfully,Edward H [redacted] Director of Internal Audit

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The information contained in the business response is invalid for the following reasons: 1) NWFCU did not make any effort to address the core issue regarding the disputei.ethe error made by the NWFCU Card Services Department in it's misconstruing of the terms of the merchant agreement which lead to the flawed decision and thus the denial of the claim for dispute of merchant transaction2) NWFCU elected to notify me via a communication medium for which I had not authorized for these purposes and which was against NWFCU Policy & Procedure, agreements, and in violation of my rights Note: For the initial decision made by the NWFCU Card Services Dept Specialist, I received a letter in the mail date Nov17, (see attached) that informed me of the initial decision and became the grounds for the appeal3) I advised NWFCU Member Services Dept during the impromptu "conference call" in mid-Janof the following: i) I had NOT received any email it referenced as it's "notification" of a decision and was NOT aware of the decision made on the appeal I was awaiting a response which is why I initiated the follcorrespondence ii) The NWFCU Card Services Dept had illegally withdrawn funds from my account and even worse from one of my relative's account that had NOTHING to do with this matter Note 1: The NWCU Card Service Manager initially denied that happened then left me a VM the same day advising that it had occurred and that she had received a "Secure Message" from the account owner regarding the same iii) This matter was still IN DISPUTE as I had not been made aware of any decision on the appeal and had been awaiting a response from the NWCFU Card Services Department Manager whom I directly spoke with via phone on November 11, I was advised during that call that she would contact me directly regarding the decison/next steps iv) During that January "conference call" which was the Card Services Specialist and Card Services Manager demanding payment and attempting to intimidate me into accepting the decision, I requested the official decision on the appeal be mailed to me in writing and detail the following: a) the reasons for the denial of the appeal b) the NWFCU & [redacted] Reps involved in the decision making process (Note 2: The Card Services Specialist initially advised [redacted] was the one who made the decisionThe Card Services Manager echoed that same allegation during the call I had with her directly in NovThen "the story" was altered during the January conference call with all of us on the phone after I advised them I had spoken directly to [redacted] about the matter and advised that was not valid.) c) the details on the appeals process and how to dispute 9as required by law) d) Any other information relevant to this case Note 3: To date (as Feb9, 2015), I still have NOT received that letterI do acknowledge receipt of a letter from that same NWFCU Card Services Manager on last week (week of Feb2, 2015) advising that NWFCU had decided to provide a "one-time courtesy'and refund the overdraft fees on my account that was caused by the unauthorized withdrawal of funds from the account In that letter, it contained the repayment terms for which I have NOT agreed to at ANY TIME during this process (See attached) Unlike other business correspondences and specifically from NWFCY, no date was included on that letter I have not been provided with any information regardingmy rights for appeal/dispute nor any of the other information that has been requestedEven though Mastecard Membership Assistance Center confirmed on 11/21/14, that "I had a right to dispute this matter [redacted] had no involvement in this matter and that the financial institution must be using a third-party to process it's transactions", NWFCU has stood by it's fraudulent and misleading statements and this flawed denial decisionMoreover, NWFCU had a Membership Solutions Team Member to contact me on last week (week of Feb2, 2015) regarding "collections on the account" for the insufficient funds caused by NWFCU's unauthorized withdrawal of funds from the accountI was also threatened with a "charge -off" and the account being turned over to outside collection agenices even though the Team Member saw the notes in computer regarding this matter and that it was still under disputeShe read the notes to me in the system about the dispute and confirmed she was acting as the collections agent for NWFCU Is this really how NWFCU works to resolve customer disputes by such aggressive and intimidating business practices/antics? This whole situation has been extremely mishandled by NWFCU from the onset and that fact remains true to this dayThe NWFCU Card Service Department looked for every reason available to deny my rights under it's own agreements, policy and procedures as well as my legal rights with it's unfounded efforts to collect on a debt that is still under dispute and is based on misconstrued informationEven after I directly pointed out the error to the Card Services Department and it was acknowledged as such, NWFCU has continued to uphold it's erred decison and cause my family and I significant hardship and harm in the processThis is caused a TREMENDOUS strain on financial resources as well as the stress associated with this matter AGAIN, what type of reputable business and especially a Credit Union who's customers are actually "Member-Owners" utilizes such abhorred business practices against it's own Member-Owners? What reputable business is not willing to work with it's customers to resolve a matter especially when it acknowledges it made an error? So NO, I do NOT accept this farce that NWFCU continues to proliferate regarding this disputeThe NWFCU Card Service Department misread the merchant agreement and for whatever reasons have chosen to uphold a flawed decision and REFUSES to review this matter to properly address this matterIt seems NWFCU is allowing the misguided actions of it's Card Services Department to dictate the outcome of this matter when it simply needs to allow an unbiased NWFCU department/3rd party to review this matterHowever, it appears it's easier to go with a flawed decision and continue to tarnish the relationship with it's Member-Owner instead of looking at core issue of the flawed decisionYes, I am open to work with NWFCU to amicably and fairly resolve this matter to prevent any further escalation However, I will ONLY do so with a NWFCU Team Member outside the Card Services DepartmentThe designated indiviual is only authorized to contact me via mailed correspondence or phone NO FURTHER "EMAILS" allowed without my express written consent to avoid the same issues caused by the Card Service DepartmentKindest Regards, [redacted] ***

Thank you for your correspondence concerning the complaint referenced above, submitted by our Member, [redacted] , via your websiteNorthwest Federal takes all Member complaints very seriouslyYour letter was forwarded to the Internal Audit Department to research the circumstances of the complaint.Our review found Northwest Federal followed the appropriate loan processing proceduresOur Consumer Lending Manager contacted our Member directly to further explain the requirements needed to complete his transactionUntil those requirements are met there is no further action for us to take in this matterPlease contact our office with any further questions you may have regarding this complaint.Respectfully, Edward H [redacted] Director of Internal Audit

Fwd: Complaint [redacted] Inbox Revdex.com of Metro Washington DC Oct (days ago) to me ---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Thu, Oct 23, at 6:PM Subject: Complaint [redacted] To: [email protected], I received an email today saying the business has responded to my complaint, and to see “the attachment.” There was nothing attached so I’m unable to see their response which means I can’t accept or reject This email was sent from Idenia Campbell from Revdex.com serving Metro Washington DC & Eastern Pennsylvania Can someone please send me the response that the business sent? Thank you, [redacted] ###-###-#### Cell

We are in receipt of the additional correspondence (received August 14, 2015) concerning the complaint referenced above, submitted by Our Member via your websiteNorthwest Federal takes all member service complaints very seriously, Your letter was forwarded to the Internal Audit Department which researched the circumstances of the complaint.Our Vice President of Lending has been in ongoing Communication via both phone and email with our Member to discuss the account in detail and arrange possible solutionsThis continued communication should resolve any outstanding questions our Member may have.Please contact our office with any further questions you may have regarding this matter.Respectfully,Edward H [redacted] Director of Internal Audit

Thank you for your correspondence concerning the complaint referenced above, submitted by our Member, [redacted] via your websiteNorthwest Federal takes all Member complaints very seriouslyYour letter was forwarded to the Internal Audit Department to research the circumstances of thecomplaint.Our review found our Member spoke directly with our Member Solutions department in November and December to resolve this matterWe trust this direct contact with our Member served to resolve this complaintPlease contact our office with any further questions you may have regarding this matter.Respectfully,Edward H [redacted] Director of internal Audit

The Credit Union contacted Mr [redacted] on Thursday, September 8, to let him know that when he completed his vehicle loan documentation on May 10, 2016, he signed a GAP Waiver Addendum, opting in for GAP coverageThis signed form clearly states the following: I understand that I may cancel GAP Waiver Addendum at any time during the first days for a full refund of the GAP Waiver Fee.Despite his acknowledgement of the original agreement, as a show of good faith for his membership the Credit Union offered him a partial refund

Thank you for contacting Northwest Federal Credit UnionAfter reviewing the account we agree to update the aforementioned period of delinquency to show as currentThis was updated on 8/1/ We have agreed to waive the two late fees from 2/and 3/2016. Please be advised that full
coverage auto insurance is required at all times during the life of the loan. If there is a change in insurance policies, we recommend contacting NWFCU immediately upon activation of the policy

August 31, 2015Thank you for your correspondence (dated 8/21/15) concerning the complaint referenced aboveYou forwarded additional comments submitted via your website by a person who is not a member of the Credit unionNorthwest Federal takes all service complaints very seriouslyThe Internal Audit Department researched the circumstances of the complaint.We understand that it can be frustrating when a real estate transaction does not go as plannedHowever, we emphasize that a mortgage pre-approval issued by Northwest Federal is subject to a verification of suitable collateral meeting the requirements of the credit union's secondary market investor, *** ***.Respectfully,Edward HDirector of Internal Audit

August 20, 2015Thank you for your correspondence (received 8/14/15) concerning the complaint referenced aboveThis complaint was submitted via your website by a person who is not a member of the credit unionNorthwest Federal takes all service complaints very seriouslyYour letter was forwarded
to the Internal Audit Department which researched the circumstances of the complaint.A mortgage pre-approval issued by Northwest Federal is subject to a verification of suitable collateral meeting the requirements of the credit union's secondary market investor, *** ***.Please contact our office with any further questions you may have regarding this matter.Respectfully,Edward HDirector of Internal Audit

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

August 31, Thank you for your correspondence (dated 8/21/15) concerning the complaint referenced aboveYou forwarded additional comments submitted via your website by a person who is not a member of the Credit unionNorthwest Federal takes all service complaints very seriouslyThe Internal Audit Department researched the circumstances of the complaintWe understand that it can be frustrating when a real estate transaction does not go as plannedHowever, we emphasize that a mortgage pre-approval issued by Northwest Federal is subject to a verification of suitable collateral meeting the requirements of the credit union's secondary market investor, *** ***.Respectfully,Edward H
Director of Internal Audit

Thank you for your correspondence received February 23, 2015, concerning the complaint referenced above, submitted by our Member via your websiteYour letter was forwarded to the Internal Audit Department which has researched the circumstances of the complaintOur review found that the overdraft fees questioned by our Member were in fact charged correctly on the accountWhen an ATM or Debit Card transaction is authorized by the account owner, the funds needed to pay that transaction are immediately held and used to pay the corresponding item when it is eventually presented, a process which can take from one to three daysDuring this time those funds are unavailable to pay any other items, which could result in either overdraft fees or returned item fees when sufficient funds are not availableNorthwest Federal takes our service promises very seriouslyBranch Services Management is in the process of contacting our Member to address her compliant regarding the lack of privacy to discuss her concerns during her most recent branch experienceIn addition, they will address with our Member alternatives available to reduce the amount of overdraft fees charged to her checking accountWe trust this pending contact with our Member will serve to resolve this complaintPlease contact our office with any further questions you may have regarding this matterRespectfully,
Edward Hollingsworth Director of Internal Audit

October 30, Dear *** ***:
Thank you for your correspondence received October 26, 2015, concerning the complaint referenced above, submitted by our Member via your websiteYour letter was forwarded to the Internal Audit Department which has researched the circumstances of
the complaint.Upon receipt of your letter, our AVP of Loan Servicing reached out to our member via phone and emailSince then, through multiple telephone conversations with our Member, we have discussed solutions to his questions regarding his loanWe trust this most recent contact with our Member has resolved this complaintPlease contact our office with any further questions you may have regarding this matterRespectfully,Edward HDirector of Internal Audit

The Credit Union has contacted the member directly and will explain the posting sequence and exactly what occurred

The Credit Union contacted Mr*** on Thursday, September 8, to let him know that when he completed his vehicle loan documentation on May 10, 2016, he signed a GAP Waiver Addendum, opting in for GAP
coverageThis signed form clearly states the following: I understand that I may cancel GAP Waiver Addendum at any time during the first days for a full refund of the GAP Waiver FeeDespite his acknowledgement of the original agreement, as a show of good faith for his membership the Credit Union offered him a partial refund

March 25, Dear *** ***:
We acknowledge receipt of your notice dated February 23, regarding the above referenced case stating:
“Although the consumer has not expressed satisfaction in the resolution of the complaint, the Revdex.com has determined that the response from your company addresses the disputed issues and exhibits a good faith to resolve the complaintTherefore, the Revdex.com has decided to close the complaint.”
Subsequently, you mailed us a letter dated March 13, 2015, received in our office on March 23, 2015, asking for an additional response after the Revdex.com decided to close the complaintThe latest letter provides no new information related to the complaint.As stated in previous correspondence, the Internal Audit Department conducted an independent, formal review of our member's dispute in January, 2015, considering the aspects referenced in the complaintIn addition, we have provided multiple responses to this complaint including:
• Written response dated January 23, to the Revdex.com's initial request.• Written response to our Member from Executive Management via certified letter dated February 2, 2015.• Written response dated February 20, to the Revdex.com's request for additional informationRespectfully, based on the multiple steps we have taken in good faith and the Revdex.com's notice of closure, we consider the inquiry into this complaint case closedSincerely,
Edward H
Director of internal Audit

Thank you for your correspondence concerning the complaint referenced above submitted by our Member, *** ***, via your websiteNorthwest Federal takes all Member complaints very seriouslyYour letter was forwarded to the Internal Audit Department which has researched the
circumstances of the complaint.Our review of the account records showed late fees were assessed accurately and correctly applied to the accountThe statements sent to our Member accurately state the applicable due dates, amount due and the terms of the grace periodPayment coupons are provided as a service to remind Members of their payment due date.Our records indicate our Loan Servicing Department has been in contact by phone and in writing with our Member to discuss the account, to explain that payments initiated by phone call require a hour period to process and to offer the opportunity to discuss alternative payment options in order to avoid future late feesThe AVP of Loan Servicing has again contacted our Member to discuss alternative payment options and answer any remaining questions.We trust this most recent direct contact with our Member will serve to resolve this complaintPlease contact our office with any further questions you may have regarding this matter.Respectfully,Edward H*** Director of internal Audit

Thank you for contacting Northwest Federal Credit Union.On 6/22/we sent a letter indicating that the account was past due, we then attempted communications on 7/12/and 7/13/After no calls were returned the vehicle was assigned for repossession. On 8/2/we received notification
that the vehicle had been in an accident, on 8/5/we received a payment on the account and repossession action ceasedOn 8/6/a receipt for this payment was emailed to the email record on file and then duplicate emails were sent on 8/8/and 8/10/16. We are sending out another emailed receipt as of 8/16/and have mailed a copy of the payment history as of 8/16/to the address of record. It appears we reviewed the opportunity over the phone to skip the 8/8/payment during our most recent conversation on 8/10/16, but the opportunity was declined at that timeThank you for your prompt attention in this matter