Tyler Partain I will start by saying, Anna M. (Relationship Manager) in the Kent, WA Branch is the reason this is a 5 star review. My experience with Nuvision wasnt the best initially. Im a fairly independent person and low-demand customer. I was financed by NuVision for an auto loan and made my payments on time. However, one month I decided to use the "Skip-a-pay" service which required me to pay a $30 fee to skip a months payment due to some finacial hardship at the time. This worked fine but apparently, I was $5 short in one of my accounts at the time and this caused my account to be negative. I will be honest, I had no idea because I used this account solely to pay my auto loan each month and only found out about it when I could no longer login to my account to move my payment the next month to pay the loan. NuVision locked my account over $5 and made the entire experience with the company overly-complicated over something so small. I could no longer make payments online in the portal, I had to essentially wait every month for an email saying Nuvision was trying to contact me to then click a link to make a manual ez-pay payment using my routing and acc # each month. Eventually this went to some sort of collections, again, silly. The collection agency offered to take my debit card over the phone to pay off the balance. Easily done and wiped. However, Nuvision made the entire process difficult to pay this fee and I was told numerous times my only option was to drive to Kent WA (From Lake Stevens) to make a $5 payment because they would not accept Zelle or any type of card payment. Im a busy person, I dont have time to drive a few hours there and back for something so small. Long story short, this process went on for over a year of manual payments as they would not unlock my account despite paying off their overcharged fee. I asked numerous times and it always needed "Approval" and I never heard anything again. It wasnt until I was ready to sell my car to a private seller that a rep put me on hold and actually unlocked my account, after a year! I can understand doing that for something over $100 or so, but $5 is rather comical to take such extreme measures and limit your customer to making payments. It almost felt predatory at the time to try to get me to default on my loan by missing a payment.
Fast forward to the part where I mentioned I was selling my car to a private party. I had the absolute pleasure of working with Anna Meiler from the Kent WA branch who definitely made me do a double-take to make sure I was working with the right bank. My past interactions were not as maticulous or cared for. I had a unique situation, I moved from WA to FL and I had a buyer from WA interested in buying my car. The buyer was skpetical to avoid fraud which is understandable. Anna was able to work both the buyer and myself to ensure a smooth transaction. She went well above and beyond and was an absolute joy to work with. She made herself available and was always happy to help and answer any questions. I have a feeling that if NuVision filled their staff with like-minded individuals, the overall experience would rival some of the big names in the banking industry. I have had many banks in the past and Its really hard to find interactions and people within the companies who care, but when you do find one it becomes very obvious that its a rare occurence and its noticable right away.
Without Anna in this situation, I would have rated Nuvision 2/5 and I think thats generous. With Anna, 5/5. She was enough to change my perspective and have hope for this Credit Union.
Thank you for the help, thank you for allowing me to be a member and I wish a bright future of growth to both NuVision and Anna.
Cheers
5 /5
