Northwest Federal Credit Union

[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,
*** ***

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 complaintOur 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 havePlease contact our office with any further questions you may have regarding this matterRespectfully,
Edward H***
Director of Internal Audit

October 30, 2015Dear *** ***: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 loan.We trust this most recent contact with our Member has resolved this complaintPlease contact our office with any further questions you may have regarding this matter.Respectfully,Edward H.Director of Internal Audit

We understand that you have been making partial payments and apologize for any negative perception that you may have had with our Member Solutions team. We recognize your efforts to repay your loan and will continue to work with you.  It appears that several other conversations have been...

productive, please continue to stay in close contact with Northwest so that we may successfully work  towards a resolution.

Dear [redacted];Thank you for your correspondence (received August 3, 2015) concerning the complaint referenced above, submitted by our Member via your website. Northwest Federal takes all member service complaints very seriously. Your 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 appropriate. In 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 dissatisfaction. Additional 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 date. After further review, the Member Solutions Manager identified the date range where a payment was not received as expected. This 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 payments. 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 website. Northwest Federal takes all Member complaints very seriously. Your 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 2015 to resolve this matter. We trust this direct contact with our Member served to resolve this complaint. Please 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, 2016 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 coverage. This signed form clearly states the following:  I understand that I may cancel...

GAP Waiver Addendum at any time during the first 60 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 your correspondence concerning the complaint referenced above, submitted by our Member, [redacted], via your website. Northwest Federal takes all Member complaints very seriously. Your 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 procedures. Our Consumer Lending Manager contacted our Member directly to further explain the requirements needed to complete his transaction. Until those requirements are met there is no further action for us to take in this matter. Please contact our office with any further questions you may have regarding this complaint.Respectfully, Edward H[redacted] Director of Internal Audit

We are in receipt of the additional correspondence (received August 14, 2015) concerning the complaint referenced above, submitted by Our Member via your website. Northwest 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 solutions. This 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

Complaint #[redacted]: Follow-up to convo/AttachmentInboxMonica *. W[redacted] <[redacted].com>AttachmentsFeb 27 (13 days ago)to me Dear [redacted]: Thank you for the follow-up call this morning. Per our discussion, attached please find the documents referenced in my last response to the Revdex.com Complaint. As I advised today,I was unable to determine a way to include the attachments via the online response system once the response was submitted. The only option I saw was to make changes to the original complaint.Thus, the reason I contacted the Revdex.com/you for assistance. Additionally, I just reviewed your/the Revdex.com's decision to administratively dissolve the case. From what I understood, it was because it was outside Revdex.com Arbitration guidelines. Would 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 matter. This process has proven to be most beneficial as providing substantial responses I have received from NWFCU since this dispute started. I 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 dispute. Please advise on all. Thank 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 it. This communication may contain information that is confidential, privileged and protected from disclosure; the sender does not waive any related rights and obligations. Any unauthorized use or dissemination of this communication is strictly prohibited. Accordingly, if you are not the intended recipient, please do not read, copy, use or disclose the contents of this communication to others. Additionally, immediately notify the sender that you have received this email in error by replying to the email and deleting all copies of the original communication.2 Attachments

[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 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 dispute. i.e. the 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 transaction.
2) 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 Nov. 17, 2014 (see attached) that informed me of the initial decision and became the grounds for the appeal.
3) I advised NWFCU Member Services Dept during the impromptu "conference call" in mid-Jan. 2015 of 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 follow-up correspondence. 
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, 2014.  I was advised during that call that she would contact me directly regarding the decison/next steps.
iv) During that January 2015 "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 decision. The Card Services Manager echoed that same allegation during the call I had with her directly in Nov. 2014. Then "the story" was altered during the January conference call with all 3 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 Feb. 9, 2015), I still have NOT received that letter.
I do acknowledge receipt of  a letter from that same NWFCU Card Services Manager on last week (week of Feb. 2, 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 requested. Even 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 decision.
Moreover, NWFCU had a Membership Solutions Team Member to contact me on last week (week of Feb. 2, 2015) regarding "collections on the account" for the insufficient funds caused by NWFCU's unauthorized withdrawal of funds from the account. I 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 dispute. She 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 day. The 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 information. Even 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 process. This 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 dispute. The 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 matter. It 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 matter. However, 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 decision.
Yes, 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 Department. The 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 Department.
Kindest Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I have now spoken to the Vice President of loans Erin K[redacted].  I have made all of my payments by money order.  The Vice President has stated that they do not accept money orders as a form of payment.  Erin claims that they have no way of tracking our transactions or the money orders that they have accepted from us and they did not receive a payment.  I offered the money order number for the payment made and again she states they have no way to track it.  I believe that this is some form of fraud.  This is a way for them to extort money from us.  This is terrible business and customer service.  We also have documentation from them showing that they have indeed accepted our payments.  Something needs to be done about this extortion.
Regards,
[redacted]

Fwd: Complaint [redacted]
Inbox
Revdex.com of Metro Washington DC
Oct 24 (12 days ago)
to me 
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Thu, Oct 23, 2014 at 6:15 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

January 23, 2015
Dear [redacted]:
Thank you for your correspondence concerning the complaint referenced above, submitted by our Member via your website on January 13, 2015. Your letter was forwarded to the Internal Audit Department which has researched the circumstances of the...

complaint.Our research found that our Card Services Department has been in regular contact with our Member via both phone and email since she first contacted us in August 2014 to assist her in her dispute of a debit card transaction. Northwest Federal Staff followed both our own procedures as well as card industry charge-back procedures to reverse the disputed transaction. While our staff continued to work to achieve this, on August 30, 2014 we provided our Member with a provisional credit for the money in dispute.
On November 17, 2014, Northwest Federal management and [redacted] chargeback authorities determined, after a review of supporting documentation provided by both the Member and the Merchant, that the transaction in dispute was valid and was not eligible for chargeback. That same day, Card Services staff left a phone message for and sent a letter to the Member via both email and postal mail to advise her the chargeback attempt was unsuccessful, the dispute case was closed, the provisional credit previously provided to her would be reversed from her account on November 21, 2014, and that any additional dispute she wished to pursue must be done with the Merchant.
Throughout this process, the Member was kept informed by Card Services staff via phone and email. As a courtesy to our Member, rather than debit her account for the full amount on November 21, 2014, Card Services staff attempted to contact her multiple times to set up arrangements for her to repay the provisional credit in installments. No funds were withdrawn from any account other than the one involved in the initial transaction.
The Member contacted our Card Services Department by phone the same day she submitted the complaint via your site. Her phone message was returned on January 14, 2015 and staff discussed the case with her via conference call. Additionally, after the call, staff sent a letter to the Member via both email and postal mail confirming that the disputed case had been closed, that one-third of the provisional credit had been withdrawn from the correct account and that repayment of the remaining balance of the provisional credit will be withdrawn in two equal installments in February and March, 2015.
We trust this most recent contact with our Member has resolved this complaint, Please contact our office with any further questions you may have regarding this matter.
Respectfully,
Edward H
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: No reason was stated. The reason the business thought they gave was the same reason as stated prior with no opportunity for resolution provided.
Regards,
[redacted]

Dear [redacted];Thank you for your correspondence (received August 3, 2015) concerning the complaint referenced above, submitted by our Member via your website. Northwest Federal takes all member service complaints very seriously. Your 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 appropriate. In 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 dissatisfaction. Additional 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 date. After further review, the Member Solutions Manager identified the date range where a payment was not received as expected. This 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 payments. Please contact our office with any further questions you may have regarding this matter.
Respectfully,
Edward H[redacted]
Director of Internal Audit

August 20, 2015
Thank you for your correspondence (received 8/14/15) concerning the complaint referenced above. This complaint was submitted via your website by a person who is not a member of the credit union. Northwest Federal takes all service complaints very seriously. Your 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, [redacted].Please contact our office with any further questions you may have regarding this matter.
Respectfully,Edward H
Director of Internal Audit

October 3, 2014Dear [redacted]:Please accept this letter as our written response to the complaint number referenced above which was received by our main office on September 25, 2014. Northwest Federal takes the concerns of our member-owners very seriously and was deeply concerned to...

read the comments made by the applicants in the complaint.In the case of this applicant, NWFCU is not an approved lender authorized to complete cash out transactions in the state of Texas. After researching this matter, we concluded that our online mortgage application permitted the applicants to apply for a product that we do not offer. Simply put, the software should have prevented them from applying. The software system that was used is no longer being utilized by Northwest Federal at this time, in large part, due to additional issues that arose with the software.Once the loan application was imported into our system on July 10th, 2014, the mortgage processor began working on the file and reached out to the members on July 12", 2014 to review the loan status and request documentation. The assigned Mortgage Loan Processor was working under the assumption that the application was viable since it was accepted by the software. Upon receipt of their income documentation on August 19th, 2014, the assigned Mortgage Loan Processor updated the file accordingly and then reached out to the members in order to collect the Application Deposit which precedes the appraisal order. After submitting the appraisal order, the assigned Mortgage Loan Processor reviewed the file September 9", 2014 and realized it was a cash-out transaction. She immediately notified the Appraisal Management Company and had the appraisal cancelled.
Although the software erroneously accepted the application; the loan processor did notify the applicants of the issue immediately after it was discovered, apologizing for the oversight and to explain the remaining loan options. Also, for the sake cf accuracy, at no time was an approval letter issued.
With respect to the interest rate, the applicants were quoted a rate of 2.875% which is the same rate being offered today.Please contact our office with any questions you may have regarding this matter.Lisa M  AVP/Risk Management

Review: I currently reside in Texas and my husband and I applied for refinancing with a cash out through NWFCU on July 9th. We received the docs and loan approval on July 12th. There was a lack of communication from the loan officer; never returning calls or emails so we would have to contact someone else with questions and to find out what was needed from us to proceed for the closing of our loan in August. The appraisal hadn't been ordered yet and that was the last thing to be done so I emailed the loan officer on September 8th and yesterday, September 10th, she finally called us to inform us NWFCU wasn't an approved lender to do [redacted] loans in Texas. My husband and I don't understand why they approved the loan on July 12th and never mentioned this before yesterday. We lost 2 months now and have to start over with the loan process because of their incompetency to do their due diligence back in July.Desired Settlement: We would like to be compensated for the difference in the loan interest that we'll be getting now instead of what we were quoted back on July 12th. They need to be accountable for their lack of knowledge, consideration and professionalism so they won't neglect any other consumers for longer than necessary; especially if they aren't going to get a loan. If the loan officer doesn’t know the process or her job, then she shouldn’t hold that position or title.

Business

Response:

October 3, 2014Dear [redacted]:Please accept this letter as our written response to the complaint number referenced above which was received by our main office on September 25, 2014. Northwest Federal takes the concerns of our member-owners very seriously and was deeply concerned to read the comments made by the applicants in the complaint.In the case of this applicant, NWFCU is not an approved lender authorized to complete cash out transactions in the state of Texas. After researching this matter, we concluded that our online mortgage application permitted the applicants to apply for a product that we do not offer. Simply put, the software should have prevented them from applying. The software system that was used is no longer being utilized by Northwest Federal at this time, in large part, due to additional issues that arose with the software.Once the loan application was imported into our system on July 10th, 2014, the mortgage processor began working on the file and reached out to the members on July 12", 2014 to review the loan status and request documentation. The assigned Mortgage Loan Processor was working under the assumption that the application was viable since it was accepted by the software. Upon receipt of their income documentation on August 19th, 2014, the assigned Mortgage Loan Processor updated the file accordingly and then reached out to the members in order to collect the Application Deposit which precedes the appraisal order. After submitting the appraisal order, the assigned Mortgage Loan Processor reviewed the file September 9", 2014 and realized it was a cash-out transaction. She immediately notified the Appraisal Management Company and had the appraisal cancelled.Although the software erroneously accepted the application; the loan processor did notify the applicants of the issue immediately after it was discovered, apologizing for the oversight and to explain the remaining loan options. Also, for the sake cf accuracy, at no time was an approval letter issued.With respect to the interest rate, the applicants were quoted a rate of 2.875% which is the same rate being offered today.Please contact our office with any questions you may have regarding this matter.Lisa M AVP/Risk Management

Consumer

Response:

Fwd: Complaint [redacted]

Inbox

Revdex.com of Metro Washington DC

Oct 24 (12 days ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Oct 23, 2014 at 6:15 PM

Subject: Complaint [redacted]

To: [email protected]

Hello,

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,

###-###-#### Cell