Complaints

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

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  Northwest Community Credit Union

  Olympia, WA 98507

• 

  Northwest Community Credit Union

  707 Waverly Dr SE Albany, OR 97322-5080

• 

  Northwest Community Credit Union

  2079 Cardinal Ave Medford, OR 97504-9746

• 

  Northwest Community Credit Union

  2470 Tremont St North Bend, OR 97459

• 

  Northwest Community Credit Union

  4900 Grange Rd Roseburg, OR 97471

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:06/16/2023

  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 have been banking with NWCCU for about 3 months. I cashed a number of checks written and given to me by someone else and they went through and the money became available. That person then had their identity stolen. Over a week later, NWCCU called me and informed me that the checks had actually bounced and I was being charged a $10 fee for each bounced check - $30 total. I have never heard of a bank charging someone a bounced check fee for someone else's checks. They refused to reason with me and had the audacity to tell me that they had already waived part of each fee so I should be grateful. The agents I spoke to were reasonably polite but condescending. They then insisted that it was out of their hands and that I should pursue the person who wrote the checks for the money. I have never heard of this practice, or of forcing customers to resolve bank fees amongst themselves. It seems like a way for the bank to ***** financial responsibility and push it on to me, the customer, when I had literally no agency in creating this bounced check situation. If the bank shows me that checks I cashed have successfully gone through, and I spend that money on bills, and it turns out that that money actually wasn't available yet, how is any of that my responsibility? Now I want to close my account but I have discovered that even for that they want to charge me more fees. It's not the amount of money, it's the principle. I no longer trust this institution to handle my money.

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  ***************************
  ********, **  97470
  
  RE:  *********************** Case #********
  
  Dear ****************,
  
  This letter is in response to the above referenced complaint filed with the Better Business Bureau on June 16, 2023.  Please note the Member Experience is a primary focus for Northwest Community Credit Union, a ******** of ******** Credit Union and we thank you for sharing your concerns with us, as well as the opportunity to respond.
  
  After reviewing your complaint, we discovered the following facts that pertain to your account at the *********************************************:
  - On June 8, 2023, you deposited three checks at the ATM.
  - On June 14, 2023, the deposited checks were returned to the credit union due to a closed account they were drawn off of.  At this time, a fee of $10.00 per returned item was assessed against the account.
  - On June 14, 2023, you spoke with a representative from ***************** regarding the negative balance in your account as a result of the returned checks.  You agreed to pay the $211.70 the account was negative from your savings account.
  - You were informed of the fees during this conversation and asked for them to be waived.  We declined to waive the fees.  Your call was then transferred to a team lead for further discussion.
  - During the discussion with the team lead, you were informed that returned check fees start at $25.00 per item, but if the checks were written by someone else, the fees were reduced to $10.00.
  - You then requested for the fees to be waived again.  We stated we could not do that and advised you to seek reimbursement from the person who wrote you the checks.
  
  I understand that situations such as this can be frustrating from a member perspective.  When you opened your account, you were disclosed a fee schedule that includes a $10.00 per transaction fee on returned checks on another persons account at another institution.  This is the fee you were charged.  Due to credit union policy to only waive fees due to credit union error, we are unable to waive these fees. 
  
  As part of your desired resolution, you would like for the fees to be waived and to close your account.  Unfortunately, we are unable to waive the fees, however, you are welcome to visit a branch and close your accounts.
  
  Sincerely,
  *******************
  Compliance/BSA Officer
  Northwest Community Credit Union, a ******** of ******** Credit Union

• Initial Complaint

  Date:05/12/2023

  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.

  They refuse to do anything for you if you have a joint account with your spouse, you have to make your own separate account for them to assist you. They have poor training and one person will tell you making a payment takes less than 24 hours to hit your loan account and the next day another person says it takes 3-5 business days so they just hold your money in limbo leaving you without options since they refuse to cancel the payment. Requested a payoff for the loan, was told it would be sent immediately, 24 hours later still do not have it: they say that because it was a joint account they decided not to send it until I make my own unique account. Then when I do that they say they will have to see when their team gets in to see if someone will be willing to send a payoff letter that day or if they will do it next week. Terrible service, multiple lies, terrible online portal, slow and out of date technology (their computer could never pull up notes from previous phone calls), Unable to take care of regular banking needs during banking hours. Insane charges if you try to make an additional payment to your loan. Never use this bank, there are far better options. They really give Credit Unions a bad name.

  Business Response

  Date: 05/22/2023

  Please Note: The following summary is provided for the purpose of reporting.
  We have been in touch with our member. His payment has been processed. Some of his feedback regarding the inconvenience he experienced is valid. We do apologize for providing initial misinformation on the timing for ACH payment processing. We have addressed this with our employee.
  An automated clearing house or ACH payment takes 3 to 5 days to process; this is an industry standard, rather than policy unique to **.
  Other issues the complaint raises also have to do with security restrictions: Without having previously established his own online banking account, his options were limited. (New online banking requests have a qualifying period to ensure against fraudulent attempts.)  Further, we do not provide financial information or support to any person transacting within another members online banking account. We do our best to provide responsive member service; however, the safety of member financial information takes precedence.
  We also acknowledge there is an opportunity to clarify instructions in our digital banking portal.  This members experience is something we do want to improve upon.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20051218
  
  I am rejecting this response because: I did make an account, my social security number name and address were all used in conjunction with my wife's to set up a joint account. My wife was literally in the room with me for the phone calls and you were made aware of that. At no point in time was it ever stated that each spouse had to go and create a unique account to be able to do business with the joint account where all our credentials were used to create the account. If it was not my account I was accessing, why was I able to pass every single security question with the correct information that matched the account security on the account that has my name on it?
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/02/2023

  To the BBB Complaint Administrator:
  Thank you for providing our members response to our communication. We note that his desired settlement as stated in the complaint itself specifies contact by the business. We have reached out on two occasions to provide additional clarity on the questions hes noted, and to date, he has not returned our contact. We are happy to specifically detail how online accounts, even when created on an existing account, need a qualifying time period as a measure against fraudulent account takeover. All the identity verification items mentioned can and have been used in cases where someone is unduly influenced to share that information against their preference, or accessed illegitimately. This is why we have strict procedures around support for third party access to an account online.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20051218
  
  I am rejecting this response because:

  It is not up to me to make contact with you. I have received no texts, emails or phone calls from you. My account was created in December, is 4 months a long enough qualifying period to request a payoff letter on my account? Is 4 months long enough to make a payment on my account. At no time did you ever suspect fraudulent takeover, I answered all security questions and confirmed that my wife was in the room with ** on speaker phone. So there was no 3rd party access to the account, only direct primary access by the two account holders. Your agents lied to me, your agents failed to help in a timely manner and just failed to produce required documents when I told them we were pulling our business from the bank after the terrible service. The fact that you now want to twist this into being defensive about "fraud" instead of just owning that you treated a customer badly and lied to them is exactly why the BBB is now involved in this situation. After the history this county has with banks, you should be working to build trust and confidence with the community, you are doing the opposite and my wish is that no one else has to experience what we did with this credit union.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 have requested to be removed as an authorized user on a ********************** card owned by someone else. They have refused to do so. I am now incurring financial damages due to their inability to remove me, even though they are obligated to do so. I have submitted the request in writing, via ***********, and telephonically. They are causing a great deal of stress and hardship by not following through on their own ******************* I am requesting removal as an authorized user, updating the ********************** bureaus of such, AND providing proof via email that they have done so.

  Business Response

  Date: 03/10/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request the members complaint not be published to the public facing Better Business Bureau website due to our obligation to protect the privacy of member financial information.

  
  Progress on the members complaint: We have been in contact with the consumer.  The authorized user agreement signed by ***** on 12/3/2020 states the terms of use as follows: You hereby request NWCU to issue a **** card on your Account in each Authorized Users name. You an any Authorized User(s) understand and agree that each borrower and authorized user is responsible for all charges to the Account, irrespective of who initiated the charges.
  
  We will not be removing her from liability of repayment or removing the item from her credit report. Due to delinquency the card has been closed and no further charges can be accrued on the card. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19523215
  
  I am rejecting this response because:

  I do not believe the signed copy I was provided was authentically signed. It looks to be an electronic signature, which I did not knowingly sign, and the terms & conditions provided on their website state vastly different things. It states that an authorized user may be removed at any time by submitting so in writing. Further, per communications in March 2023, the business stated that I am not legally obligated to pay the debt. So Im not responsible via communications and theyre provided terms & conditions, but  it seems their only purpose is to tear down my credit, and not uphold their own terms & conditions. The ************************************ as well as the National Credit Union Association have been contacted and complaints registered there as well. This company has already been held liable for unlawful business practices and I fully intend to proceed to the fullest extent. I am attaching a copy of the terms & conditions as outlined on their website. Legal counsel has been contacted and if not resolved here, we will proceed with legal recourse. 

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair 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 am being charged insurance through northwest community credit union and my insurance progressive. Ive been trying to get this issue resolved for over a month. Ive sent emails to higher up employees, Ive gone into your branch in ******************** in *********. I have paid every single car payment and am up to date on everything. Ive sent all the documentation that northwest community credit union has asked me for via email. I am set up for automatic withdrawal for my car payment, it is on hold right now because I was told that because of the charges for insurance. Ive provided everything they wanted via email. For insurance and more. I was told from the northwest community credit union that they were handling it. But it never got handled and then never contacted. Now ** getting contact that nothing was resolved and I have nothing else more to give. Northwest community credit union is now saying I did not pay my January payment. And that the payment I paid went towards insurance. Ive had insurance since July 2022with progressive. They are refusing to pay my car payment with the money i am providing. They are not providing me with any documentation either. I have all my documents Ive sent them. But have no documentation that I owe or what has been paid and where. I want this resolved asap. Thank you

  Business Response

  Date: 02/27/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request the members complaint not be published to the public facing Better Business Bureau website. In addition to our obligation as a financial institution to protect non-public information of members, we note that the member has included unredacted names and locations of our staff in the state complaint form.

  
  Regarding the complaint process: The Consumer Advocate for the *************** has requested the history on this matter, and we are cooperating fully. We respectfully request that the reporting timeframe be extended to allow for the State Advocacy process.
  
  Also, Northwest Community Credit Union did not receive notice of this complaint through the BBB Complaint Notification System until today, February 27, 2023. Both administrators on this account did not receive the prior notification.
  
  Progress on the members complaint:It should be noted that since December 20, 2022, we have been in touch on eleven occasions with our member, through phonecalls, email, and in person branch contact. At issue is the discrepant coverage information provided by her insurer, which showed the vehicle in question was added as of January 6, 2023. As of February 24, 2023, the member has been in contact to arrange overdue payment.
  

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair 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 have auto payments set up with this credit union and have had them for years. I am a member whos been in good standing for over 7 years. Last month, for some reason my auto payment did not process. Upon checking it, I submitted another payment. I got a call a few days later saying that I was late on my payment, I told the guy to check my account as I had made a payment. Upon checking, he said that it takes 3-4 days for it to go through. Today, I get a call saying Im 50 plus days late and they are reporting to my credit agency. I ask them to please remove it as I had auto payment set up, they responded by telling me to take it up with the credit agencys. After an hour plus on the phone, they hung up on me after asking ti speak to a manager. Not only did my first payment not go through, but my second payment didnt go through either! The system they are using is not pulling a payment and thats somehow my fault! Then they just hang up!

  Business Response

  Date: 02/02/2023

  Please Note:  Were providing the following summary for the purposes of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for services.

  
  We have been in touch on several occasions with our member. As of todays date, he is current with his payment and has indicated he will work with branch services to make sure his settings will help prevent this in the future.

  
  If autopayment is not set up correctly by the user, it wont satisfy the monthly payment. Its also recommended that users monitor account balances to note that payments are completed; if sufficient balance is not maintained, this will also affect the payment.
  
  The credit reporting is accurate; payments were received late. To dispute the reporting,the member will need to contact the credit bureaus and the credit bureau will contact NWCU to investigate.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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.

  I recently took out an auto loan with Northwest Community Credit Union on November 25th 2022. I have been waiting to receive my member ID, so I was able log in to my account and setup automatic payments for this auto loan. I called and talked with a representative from this credit union and they provided me with my member ID. I was able to get logged into their website but I couldn't figure out how to setup an automatic payment using their website. I tried clicking on the bill payment tab of the website but it would not allow me to access it for some reason. I called the credit union again to see if they could assist me. I spoke to a female agent and she began asking me for my social security number, name and address to access my account. She then started me a series of questions like "what was the amount of the last purchase I made using my debit card" I was like "I have no idea" I don't even know why that question was relevant. She then asked me question I wasn't quite sure how to answer about transferring money and then told me she wasn't able to assist me with my account and that I would need to go into a local branch. The closest branch is 20 miles from me and I'm not driving that far just to make a payment. My experience with this company has been very negative and I'm not going to be held accountable for missing a car payment when they refused to help me.

  Business Response

  Date: 12/27/2022

  Please Note: We're providing the following summary for the purpose of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for service.

  12/19/2022

  9:25 AM ***** called and reached Member Connect. Member Connect verified the loan payment amount and what ******************* the auto pay pulls from. ***** asked for member number and was provided the information.

  11:57 AM ***** called and reached Lending Solutions. Lending Solutions attempted to verify caller and was not successful. 

  1:40 PM ***** called and reached Lending Solutions again. Lending Solutions is able to verify caller and submits ticket to have Member Connect modify auto payment.

  2:35pm (PT) - Member Connect manager follows up and reaches ***** (member) and submits Docusign with new payment request. ***** signs Docusign and Member Connect Manager creates new autopayment as requested. Situation resolved.

  We have reached out to our Lending ******************** to request coaching on the matter of verification. Lending Solutions verifies using a list of available questions, however the first agent did not cater the questions to the members accounts. While the action is not wrong, it certainly created confusion for the member.
  

  All other information and actions taken were correct and members situation was resolved same day. 

  Sincerely,

  Member Connect

  Northwest Community Credit Union

   

  Customer Answer

  Date: 12/27/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair 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.

  This company i accused us of not having insurance on an auto loan our Insurance never lapsed. They have a sense verified that our insurance never lapsed, and that it was their mistake. But refused to reverse any fees that were inquired due to their mistake. They have verified that and have been charging us in accurate fees and are unwilling to reverse the fees that were caused due to their mistake. At no time did we not have insurance they have verified that. They neglected to do their deal diligent in contacting us And our unwilling to work with us we have spent several hours on the phone trying to clear this up and getting nothing but the runaround from them. They keep telling us call back in two weeks. We call back and they have no information. We are ready to send this case onto our attorneys.

  Business Response

  Date: 12/08/2022

  Please Note:  Were providing the following summary for the purposes of reporting, and we request this not be published to the public facing Better Business Bureau website. This is due to our obligation as a financial institution to protect non-public information of members and those who approach us for services.

  
  We are trying to contact our member, *******************************. Weve left several messages, and we hope this response in this channel will reach him. We have good news for him on this request, and we would like him to contact us directly at ************** and ask for the **************** department.
  
  Sincerely,

  ****************
  Northwest Community Credit Union