Tools & Resources
So...what are members saying?
I wanted to write a note to let you know how very pleased I was with the service I recently received from your Mortgage Services Department.
I recently needed to urgently apply for a new line of credit and do so within a week’s time as I was going out of the country on week-long cruise.
Ms. [xyz] was absolutely phenomenal in the way that she followed up on all of the various issues surrounding my particular case. She had to contact various offices as well as provide me with a range of documents to complete. She kept me informed all along the way and was very professional, very knowledgeable, and very responsive to my questions and concerns throughout the process. I was truly amazed – and very thankful – that she was able to get my application approved and processed in such a short period of time (approximately 48 hours). She also took care of sending out the disbursement check directly to the office from which I had purchased my property, due to the 3-day rescission period and because I would be on a cruise ship during that period of time. She also stayed late on Friday evening so that I could make it into the office from my home and complete the closing process.
I can honestly say that she provided me with the highest quality customer service that I have ever received – from any business or service.
Thank you very much,
Nancy S., NIHFCU member since 1978 (Received June 2009)
I have recently expanded my relationship with the NIHFCU. I had only a savings account but have added an auto loan and transferred my credit card. The professionalism and the customer service of the people in the branch I visit most often is excellent. They are always helpful. Not only the tellers but the people who sit at the desks are courteous and helpful. The staff has been very helpful to me and is a major factor in my bringing my business from other banks. All you need now is a free coin counting machine and you will probably be my only financial institution.
Henry P., NIHFCU member since 2005 (Received May, 2009)
Dear NIHFCU.
Alright! Thank you for moving so quickly on our application and obtaining the final approval. This has gone amazing fast – I am so appreciative and can’t thank you enough!
I will continue recommending NIHFCU to all my friends at NIH because every time I have dealt with the Credit Union, it has been a pleasure.
Sincerely,
Sandra W., NIHFCU Member since 2001 (received Mar., 2009)
Dear NIHFCU,
My Name is David R, presently in the process of refinancing with the NIHFCU. I would like to take this time to let you know how very pleased I am with the assistance that NIHFCU has provided to me in this process. I assume most letters you receive are complaints and not when things are being done well. I have been through this process a number of times and must say things have never run more smoothly working with you [NIHFCU associate].
She has been very responsive and courteous through out this process. My initial expectations was that when I called her for the this time and left a message, based on past experience, I did not expect a return call for some time. That was not the case. She returned my call in a timely manner. Also, when follow-up was necessary, she was very quick to act.
I started the process on in late December and now scheduled for closing in late January.. I am aware that there still can be set backs, but I have all the confidence [NIHFCU associate] will do what is needed to move forward. She has demonstrated a great knowledge of the process and presents herself as a Professional. This type of Customer Service is very rare for a lot of institutions and I am very, very impressed.
In closing, I would like to say that even when most Financial Institutes are in such chaos, it is good to know that the NIH Federal Credit Union has managed to remain an Institution people can be comfortable with doing business with. And that’s saying a lot.
Thanks for being there.
David R., NIHFCU Member Since 1991 (received Jan., 2009)
Hello All:
I would like to thank each of you for your assistance with my loan. It was a pleasure working with you and your quick response, excellent follow through and customer service are to be commended. You made the process friendly and exhibited professionalism that made me very confident in your abilities when I was securing the loan.
Sincerely,
Harvey M., NIHFCU Member since 1965 (received Oct., 2008)
I am writing to let you know about the excellent service recently provided by your Loan Department in processing and closing on my HELOC through NIHFCU. This transaction was flawless! The staff provided wonderful customer service and it was the easiest loan transaction I have ever had.
Best regards,
Judy S., NIHFCU Member since 2001 (received Oct., 2008)
Dear NIHFCU,
I’d like to express my appreciation to the efforts of [NIHFCU associate] and your support of her actions while I was on vacation this past May. As you may recall, I was in need of an international wire transfer while being abroad (trekking the Atlas Mountains of Africa at the time). It was an unexpected situation and one that I’m thankful, the NIHFCU was able to resolve. I’m most appreciative of [NIHF associate]’s availability to listen fully to my request and of her willingness to communicate with NIHFCU leadership in order to meet my financial need at the time. That is what I call excellent customer service. She worked with me to authenticate my identity and hence protected me from possible fraud. She also was able to provide me with necessary access to my funds in a timely manner. I thank her and thank you for resolving this beautifully.
Best wishes
Lana S. NIHFCU Member since 2001 (received Jun., 2008)
Dear NIHFCU:
I’d been battling the Wachovia Bank branch in Gaithersburg to close my money market account. I didn’t understand Wachovia’s complexity or why I would have to pay a fee to close the money market account. I feared I might lose my money.
English is my second language and Wachovia seemed even more confused when I telephoned them. They advised me to speak to a financial advisor at their Gaithersburg branch who spoke my language. When I traveled to Gaithersburg, the advisor was not available to help me and no one else there could either. I felt no one at Wachovia was listening or even willing to look into the situation.
I then visited NIHFCU without an appointment and asked the Member Service Representative to help. Their representative who also speaks my language was just getting ready to leave for the day to attend a personal appointment. Even so, she made time to listen to me.
The representative discussed my situation with her branch manager. Together, they called Wachovia on my behalf. Despite their best efforts, Wachovia insisted their fee had to be paid. Ultimately, Wachovia said that I had to go back, yet again, to Gaithersburg to speak to their advisor. My friends at NIHFCU witnessed by frustration and hoped they could still help – and they did.
The NIHFCU branch manager invited me to come back to her branch with my Wachovia statement and she would try to contact the Wachovia branch manager on my behalf later that day. NIHFCU even offered to go with me to the Wachovia branch with me to help translate the conversation. I was thrilled. Thanks to NIHFCU’s care and concern, the situation was finally resolved and the fee was waived.
Thank you NIHFCU. It is good to know that my credit union is looking out for me and willing to go the extra mile on my behalf.
Qi L; NIHFCU Member since 2001 (received Feb. 2008)
Thank you, NIHFCU
I am writing to tell you how grateful I am to NIHFCU. I had dealt with SunTrust for over 4 painful years. They admitted they had given me incorrect information regarding a recent line of credit withdrawal, but were not willing to do anything about it. In the midst of this, I received NIHFCU’s March newsletter and gave you a call. Considering how distrustful I was, your loan officer assured me that NIHFCU could help me without any hidden surprises and never made me feel as if I did not have her complete attention. After filling out an application on-line, NIHFCU contacted me the next day with my approval. Two days later my husband and I were able to sign all the paperwork. Your officer was extremely organized, very professional and most kind.
I can’t thank you all enough and continue to rave about NIHFCU to all who are within hearing range. Sincerely,
Barbara S., NIHFCU member since 1986 (received April, 2007)
