Complaints

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

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  Northwest Federal Credit Union

  200 Spring St Herndon, VA 20170-5241

• 

  Northwest Federal Credit Union

  7500 Webb Dr Gainesville, VA 20155-3446

• 

  Northwest Federal Credit Union

  2545 Centreville Rd Ste Q18 Herndon, VA 20171-3158

• 

  Northwest Federal Credit Union

  9730 Liberia Ave Manassas, VA 20110-5828

• 

  Northwest Federal Credit Union

  220 Spring St Herndon, VA 20170-6200

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:05/13/2025

  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.

  My truck caught fire on 2/22/25. *************** came & did report & I had it towed it. Called my ins company on 3/24/25 to file a claim. Ins declared truck a total loss on 3/31/25 . I received a letter from my ins on 4/4/25 confirming the total loss of my vehicle in the amount of $34,167.05. I called Northwest Federal credit Union & told them my truck was totaled & they said my ins company had already sent the ************ would go ahead & send my gap ************ would keep in touch. They haven't kept in ********* have called several times with no answers. They always say they can't get in touch with anyone in the gap department. The check posted to my loan on 4/17/25 & I immediately called Northwest ************************ to check on my gap insurance. After the check was posted my remaining *** was $2,279.89. The gap department could not tell me anything about my gap claim because it hadn't been reviewed yet & could take up to 60 days. I since then have received letters from Northwest saying my payment was past due when my payment due date was 4/21/25. On 5/8/25 I received an email from Partners ************* saying they were missing statement of loss, police report, & refundables. My ins agent has assured me that they sent all the documents they asked for. I called Northwest at 4:28 central time on 5/13/25 & spoke to *****. She told me that the check from the ins went to the *************** would open a case to see if the check could go to the payment instead of principal. I informed her that I was not paying another payment as my insurance had already paid out before my due date and that I paid for gap ins for a reason. I was not paying for a vehicle that had been declared a total loss almost 2 months ago. I found it strange that when I asked for a reference number she said they didn't give them out. I would appreciate it if someone could reach out to me & provide me with answers on why its taking so long for gap to pay

  Business Response

  Date: 05/22/2025

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 6/11/24 from the Better Business Bureau and have since researched your concerns. On 5/14/25 the *********** was sent documentation of your claim. An adjustment has been applied to your monthly payment and a late fee was waived as a one-time courtesy. On 5/21/25 a Credit Union representative sent you an email detailing the status of your case.Should you have additional questions, please contact our **********************
  
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ (************ toll-free)

• Initial Complaint

  Date:05/12/2025

  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 setup automatic draft on my car loan account. ******************************************************************** changed their online payment system which discontinued automatic payments. My account became more than 50 days delinquent before I realized what had happened. I was told by Northwest that after 30 days this information was reported to the credit bureaus and I would have to submit a case request to have late fees removed. All the while they had submitted for my vehicle to be repossessed. I got no apology for what was obviously their mistake and now I am left with negative information being added to my credit.

  Business Response

  Date: 05/22/2025

  Thank you for contacting Northwest Federal Credit Union.We received your complaint on 05/15/2025 from the Better Business Bureau and have since researched your concerns. A representative has contacted you to discuss this matter and to confirm that the situation has been resolved. We were able to assist you with correcting credit reporting discrepancies and waiving late fees. 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

  Date:04/16/2025

  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.

  Last fall 2024 I purchased a slightly used ****** *********; sale was flawless although the dealership sent the original title to me. Issue#1- I sent the title to them but to this date they insist they do not have it Issue #2- my insurance co ******** provided them with copy of insurance naming ***** as lien holder They swear they never recd insurance verification so ALLSTATE resent it. According to them it was sent certified mail the 2nd and 3rd time and the insurance payment to ******** was direct draw from ***** Issue#3- they put forced insuranceon the vehicle at 6 times my policy and RAISED MY INTEST RATE TO OVER 20% Issue#4- I make monthly payment on 31st of the month out of my ***** acct even thought payment due on the 5th of the month so every month I start getting ******* notices saying I have not paid Issue#5- my 800 credit score has been reduced to 692 ( the lowest rating Ive had since 1981!) triggering other credit accounts to take notice too Its a freaking mess Im not a young person and this was the first newest car I ever and my nerves are shot! My family has been with ***** since 1954! Ive had home equity loans, credit cards and my family has had numerous loans with them And I did file a complaint with their internal BBB **** 6 months ago ZERO HELP

  Business Response

  Date: 04/29/2025

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 4/19/2025 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has reached out to you regarding these matters. We were able to resolve your title discrepancy, explain the reason for the forced insurance fee as well as your interest rate. With your permission, we were also able to set up auto pay for your loan on 4/23/2025. Should you have any questions or concerns,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

  Date:12/27/2024

  Type:Billing 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.

  Every month Northwest Federal Credit union charges me $32.50 for a "return payment fee" for payments that have NEVER been returned on my credit card. This has been happening every month since September 2024 and when I contact them they have some nonsensical answer. There is NOT a returned payment from my bank, so this is just a fake charge every month.

  Business Response

  Date: 01/09/2025

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 12/28/24 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has made several attempts to contact you and resolve the matter. Please contact our ************** Center.
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ (************ toll-free

  Business Response

  Date: 01/10/2025

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 12/28/24 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has been in touch with you regarding this matter. The preauthorized transfer has been removed, with your permission,and the associated fees refunded. Should you have any questions or concerns,please contact our ************** Center.
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ (************ toll-free)

  Customer Answer

  Date: 01/14/2025

  [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. I really appreciate ***** prompt attention and diligent resolution to this matter. Thank you for your help!
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:11/12/2024

  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.

  Heres the revised complaint without the initial sentence:To Whom It May Concern at Northwest Federal Credit Union,Following the total loss of our vehicle due to the recent tornado from Hurricane ******, GEICO assessed the vehicle as a total loss and covered *****% of its value. Northwest indicated that the ************* claim would be submitted on my behalf, and I was assured, on two separate occasions, that no payments would be required until the claim process was completed. At that point, I was told I would only be responsible for any remaining balance the *** did not cover.Despite this, Northwest has continued to contact me, demanding payments and threatening to report the loan as delinquent to credit bureaus if payments are not made. Most recently, I was told that if I made these payments now, they would be refunded later if deemed unnecessaryessentially advising me to pay just in case.The inconsistent communication and conflicting information are inexcusable. Northwests approach reflects pure greed and a complete disregard for its customers circumstances, particularly those affected by natural disasters. Rather than honoring its promises and displaying compassion, Northwest seems focused solely on securing payments, regardless of the hardship it imposes on impacted families.I urge Northwest to honor its commitment by ceasing these harassing payment demands until the *** claim is processed in full and refraining from reporting this account to ********************** bureaus while we await the claim outcome. A reputable institution should support its members with integrity and empathy, especially in times of crisis.Sincerely,****** *******

  Business Response

  Date: 11/25/2024

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 11/14/24 from the Better Business Bureau and have since researched your concerns. A Credit Union representative has reached out to you via phone to discuss this matter. As discussed, payments should continue until GAP settlement is closed.The Credit Union has been in contact with the *** company to request a status update. Should you have any questions, please contact Loan Servicing and wed be happy to assist.
  
  Member Service Center:
  M-F: 7:00 am-7:00 pm; Sat:8:00 am-1:00 pm
  ************ (************ toll-free)
  

• Initial Complaint

  Date:05/24/2024

  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.

  Received an ad from Northwest stating that if a new checking account was opened and deposits were made over three months, they would pay $400. Opened an account, deposited money over months and didn't receive the $400 as promised. Reached out and was told that Zelle deposits into the account do not qualify. In no place in the ad did it state certain deposits were excluded. Pointed this out to them and they refuse to pay the $400 as advertised and promised.

  Business Response

  Date: 06/07/2024

  Thank you for contacting Northwest Federal Credit Union. We received your complaint on 5/27/2024 from the Better Business Bureau and have since researched your concerns. A representative has contacted you to discuss this matter and to confirm that the situation has been resolved. 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

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/04/2024

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 12/27/2023 from the Better Business Bureau and have since researched your concerns. A Credit Union representative attempted to contact you on 12/28/23 to discuss this matter and left a voicemail. We apologize for the negative experience you had with our online payment portal. As of 12/29/23,Northwest Federal has received full payment for your vehicle loan. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
  
  Member Service Center:
  M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)
  

• Initial Complaint

  Date:12/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/15/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint filed 12/2/23 with the Better Business Bureau. A Credit Union representative spoke with you on 12/4/23 to discuss this matter, and an explanation for the letter was provided. If you have additional questions, please contact our Member Service Center and wed be happy to assist.
  
  Member Service Center:
  M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)

  Business Response

  Date: 12/19/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint filed 12/2/23 with the Better Business Bureau. A Credit Union representative spoke with you on 12/4/23 to discuss this matter, and an explanation for the letter was provided. As discussed, your loan was paid ahead for January 2024 which is why the statement showed a zero balance. If you have additional questions, please contact our Member Service Center and we’d be happy to assist.
  
  Member Service Center:
  M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)
  

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The credit union uses canned form letters, that is the problem. This complaint could have been avoided if someone had simply taken two minutes to add some very important details to the letter I was sent. It arrived on a Saturday afternoon, as I recall, and there was no way to reach a person to learn the necessary details that prompted it.  Though I did try to cancel this report after we chatted, I wish the credit union would modify their policy regarding canned letters like the one I received. 

  Regards,
  
  **

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/14/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 11/4/2023 from the Better Business Bureau and have since researched your concerns. Our records indicate that you spoke with a Credit Union representative in August, September, and October regarding this matter. On November 7, a letter was mailed to you summarizing managements review. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
  
  Member Service Center:
  M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)

  Business Response

  Date: 11/16/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your complaint on 11/4/2023 from the Better Business Bureau and have since researched your concerns. Our records indicate that you spoke with a Credit Union representative in August, September, and October regarding this matter.On November 7, a letter was mailed to you summarizing managements review. Following our investigation,we have determined that late fees were not due to Credit Union error, and therefore no refund was necessary. However, on October 16, 2023, one late fee was refunded to your auto loan account as a courtesy. Should you have any questions, please contact our Member Service Center and we’d be happy to assist.
  
  Member Service Center:
  M-F:7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)

• Initial Complaint

  Date:10/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/07/2023

  Thank you for contacting Northwest Federal Credit Union. We received notice of your review on 11/1/23 from the Better Business Bureau and have since researched your concerns. A representative has been in contact with you to discuss this matter and confirmed that the situation has been resolved. Should you have any questions, please contact our *Member Service Center and we’d be happy to assist.
  
  Member Service Center:
  M-F: 7:00 am-7:00 pm; Sat: 8:00 am-1:00 pm
  ************ ************* toll-free)