This is in reference to complaint ID number ***, which was received by Navy Federal on June 2015, submitted by our member, *** ***
We have researched the concerns presented in our member’s complaintRashalon H***, Regional Manager, Mortgage Operations, attempted to contact Mr
*** by telephone; however, her attempt was unsuccessfulA review of our records confirms that several factors contributed to delays in the closing of the mortgage loan, including outstanding contract contingencies, requested changes to the loan terms requiring additional credit conditions to be met, and the coordination of schedules for all parties to be present at closingWe apologize to our member for any miscommunication which occurred during the processing of his loan requestMr***’ loan closed on July
The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.Navy Federal investigated our member’s concerns and Janice D***, Fraud Investigation Specialist,
contacted her on AprilDuring the telephone conversation, *** *** admitted that she had made a claim of fraud and that she was involved in an attempt to defraud Navy FederalDue to her admission, no funds will be credited to her accountIn addition, the restrictions placed on her account will remain in effect
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.Navy Federal has reviewed our member’s concernsThomas H***, Manager, Mortgage Default
Management, attempted to speak with *** *** on June; however, he was unsuccessfulAny restrictions on the account have been removed; as requested by our member, we have attached a copy of our Membership/Savings/Checking Disclosure Statement.*** ***’s mortgage number *** became past due for May On May, sufficient funds were credited to her checking account to complete the May mortgage payment and a transfer was madeWhen *** *** subsequently spoke with one of our representatives concerning her account, she was advised that if she could provide an alternative method of payment, the May payment would be returned to her checking account; however, no alternative was suggested by our member.On May, *** *** visited our Manassas Parkridge Branch and requested to close her checking accountWe complied with her request and issued her a check for the balance.Both of *** ***’s mortgages are presently currentShould she become aware that there may be a delay in making any mortgage payments in the future, we ask that she contact usIf she has any questions at this time, she may call MrH*** at ###-###-#### between 8:a.mand 4:p.mweekdays
This is in reference to complaint ID number ***, whichwas received by Navy Federal on June 2015, submitted by *** ***
***. Ms*** *** established a Navy Federal Membershipsavings account in February under the name *** ***. It was subsequently determined that she isnot eligible for membership with Navy Federal. Ms*** *** was advised during her telephone conversation with ourrepresentative on June that due to numerous account transfers and eDeposits,her checking and savings accounts would be closed in ten business days, toallow time for all outstanding items to clear. During this time, Ms*** *** continued to use her debit card, whichcaused several items to be rejected and manually debited from the account On June 2015, the accounts were closed anda check in the amount of $1,was sent to Ms*** ***’s address ofrecord
This is in reference to complaint ID number ***, which was received by Navy Federal on May 2015, submitted by our member, *** ** ***In the year 2014, *** *** attempted to obtain a $45,loan with Navy Federal using employment information, indicating her employment on
the application as active duty military, Navy; however, *** *** left military service in the year The loan was not granted and based on the member’s actions, her account was restrictedAlthough her electronic access was limited, *** *** was able to remit payment to her credit card account via telephone, mail or at a branch officeIn accordance with *** ***’ request, her credit card balance was paid and the remaining funds in her savings and checking accounts were mailed to her address of recordHer accounts have been closed
Complaint: ***
I am rejecting this response because: They keep saying the step daughter mailed them to me not true she lied said she mailed them to the neice according to the office mgr I never got any certiciface mail however I talked directly to a sale man who in my email told me he would mail them to me because they gave them to her I have had serveral delays in filling our forms in my hubby affairs I signed creamation papers not her since I paid for it she was only to pick up his remains I can not believe how a place like this can treat people as far as I'm concerned this is unprofessional not only to find they posted him on Facebook as well As for the Revdex.com you decide the outcome I have another funeral arrangement to deal with Thank God I'm not doing business with this company
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
This is in reference to complaint ID number ***, which was received by Navy Federal on July 2015, submitted by our member, *** ** ***.We have researched the concerns presented in *** ***’s complaint regarding credit reporting for his *** credit card account.
Brianna C***, Supervisor, Collections, attempted to contact *** *** by telephone on July; however, she wasonly able to leave a voicemail message. Our member’s February statement reflected a minimum payment of $due onMarch. No payment was received, and the next statement, which was issued on March, reflected a past due amountof $and a minimum payment of $due by April. A payment of $was received on 30 March; the payment appears on the April statement, along with a past due amount of $and a minimum payment of $due on May. No payment was received until June, in the amount of $150.00. As this information was accurately reported to credit reporting agencies, no adjustment will be made However, we will report the account to the credit reporting agencies as "disputed." The account will continue to be reported as "disputed" until our member notifies us to stop. If *** *** wishes to pursue this matter further, he may submit his dispute directly to the credit reporting agencies. Navy Federal reports to the following nationwide credit reporting agencies: *** Credit Information Services at www.***.com or P.OBox ***, Atlanta, GA ***; *** Consumer Solutions at www.***.com or P.OBox ***, Chester, PA ***; ***, Inc., Consumer Assistance Center at www.***.com or P.OBox ***, Allen, TX ***; *** Consumer Assistance at www.***.com or P.OBox ***, Pittsburgh, PA ***.We note that *** ***’s used vehicle loan reflected a due date of July 2015. In an effort to assist our member, we have extended the due date to September 2015. The loan account now reflects a current status. We have confirmed that all restrictions have been removed from our member’s account. If *** *** has any questions, he may contact Mrs. C*** at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern Time, Monday through Friday
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. When she initially requested a
mortgage rate match, we requested that *** *** provide copy of a Good Faith Estimate (GFE) and a Truth-in-Lending (TIL) form from the other lender in question. Since she provided a Fees Worksheet rather than the requested documents, we again requested a dated GFE and TIL. Once we received the correct forms, we were able to issue an offer with more favorable pricing terms than the one our member received from the other lender. Celia S***, Manager, Mortgage Operations, spoke with *** *** on May and was able to clear up the apparent misunderstanding Should M*** *** have any additional concerns, she may call MsS*** at ###-###-####, extension ***, between 8:a.mand 5:p.m., Pacific time, weekdays
[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 So long as it is upheld in its entirety
Regards,
*** ***
Tell us why here...This is in reference to the follcomplaint we received on June from the Revdex.com on behalf of Navy Federal member *** B***, II. The complaint was originally assigned an ID number of ***. As previously advised, Mr***’ entire savings balance was transferred to his checking account on May 2010; the transfer of $was made to pay an Automated Clearing House debit of $received from ***. Beginning with his May statement, Mr*** was notified each month that his savings account did not reflect the required minimum balance of $and he was asked to remit that amount. Copies of pertinent statements have been forwarded to our member. At this time, we have reopened his savings account; however, in the next days, he must remit a $deposit to retain the account. Since the balance of Mr***’ personal expense loan, $572.68, was charged to our reserves, our membership suffered a loss in that amount. Therefore, he may not be eligible for other accounts or services. If he any questions, Mr*** may call BBuser at ###-###-####, extension 48266, between 8:a.mand 4:p.m., Eastern time, weekdays
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: please provide proof that I in fact transfer the money into the checking account and it was not done by the bank I am simply asking for my membership to be returned
Regards,
*** ***
This is in reference to the follcomplaint wereceived on July from the Revdex.com on behalf of NavyFederal member *** G***. The complaint was originally assigned an IDnumber of ***. We have reviewedour member’s concerns. On July 2015,Tyron E***, Supervisor, Collateral Control, spoke with Mr***. MrE*** offered to send a CaliforniaDuplicate Title Application to our member along with a Power of Attorney; thelatter form will allow us to act on Mr***’s behalf with the CaliforniaDepartment of Motor Vehicles (DMV). Mr.*** accepted this offer. We haveforwarded the forms via *** to his Williamston, Michigan address. Once we receive the completed forms, we willact expeditiously to forward them to the California Department of MotorVehicles on our member’s behalf Should Mr***wish to follow up with MrE***, he may call ###-###-#### between 7:a.m.and 4:p.m., Eastern time, weekdays
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has thoroughly reviewed our member’s concerns. Our investigation
was completed on June and a written explanation was sent to *** ** *** concerning our decision Based on our analysis of her account activity, we concluded that no Navy Federal error occurred; therefore, the claim was denied The restriction placed on *** *** ***’s account has been removed; however, *** ***’s account remains restricted Should *** *** *** have any questions related to this claim, he may call Nathan M***, Fraud Investigation Specialist, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, weekdays
This is in reference to complaint ID number ***, which was received by Navy Federal on June 2015, submitted by our member, *** L***We have researched the concerns presented in our member’s complaintIn accordance with the terms and conditions specified in Navy Federal’s Important
Disclosures, to which our members agree at the establishment of their membership accounts, transactions are posted between 12:a.mand 6:a.m., Eastern Time, Monday through FridayOur posting order is as follows: all credits to an account will post first, followed by withdrawals in the following order: ATM, Navy Federal Debit Card Point-of-Sale, Automated Clearing House (ACH) and checksWhen multiple transactions are processed from these groups of transactions, the items will be posted in the order of lowest to highest amount within each group of transactionsA copy of the Important Disclosures is attached for your referenceWhen an ACH debit is authorized through the debiting party, it may take up to two business days for the ACH debit to present for payment from an accountTo avoid similar circumstances in the future, we request that our members ensure that sufficient funds are already on deposit when checks or ACH debits are presented for paymentIn the interest of member service, we have refunded $for Returned Check fees which were assessed to our member’s account on and June Questions regarding this matter may be directed to Vivian Barnett, Savings and Checking Operations Specialist III, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Central time, Monday through Friday
This is in reference to the follcomplaint we received on July from the Revdex.com on behalf of NavyFederal member *** ** ***. The complaint was originally assigned an ID number of ***.We have reviewed *** ** ***’s accounts. The claim made by the *** was denied on June because, based on ouranalysis of *** ***’s account activity, we concluded that no Navy Federal error had occurred. We confirmed the results of our investigation; therefore, her account remains restricted.Should *** *** *** or *** *** have additional questions, Nathan M*** can be reached at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. When *** ***’s claim of
fraudulent activity was received, we advised her that we had received her communication and would contact her within ten days. We regret that this time frame was allowed to lapse without contacting *** ***. We strive to provide efficient service at all times; however, due to the complex nature of *** ***’s claim, more time was necessary to perform the required research. *** *** visited a Navy Federal branch office on January and filed a claim for fraudulent activity on her savings and checking accounts. Although she reported that her *** Check card had been lost, she made transactions using the card after the date of the alleged loss. We have determined that *** ***’s savings and checking accounts were involved in a fraudulent scheme whereby an individual’s check card is purchased, invalid deposits are made to that person’s account(s), transactions are then made against the account(s) and the account holder claims fraud. The circumstances surrounding *** ***’s claim fall within the pattern of this scheme. In this instance, deposits of $1,and $1,were made to *** ***’s Navy Federal savings and checking accounts, respectively, on January 2015; both checks were counterfeit and each check was drawn on an invalid firm named ***, Incand Affiliated Companies. In addition, a counterfeit check drawn against an invalid account in the name of *** *** Investments for $1,was credited to our member’s savings account on January. Additional counterfeit checks have been deposited to other Navy Federal members’ accounts bearing the same companies’ names. Due to the information revealed during our research, we have denied *** ***’s claim. On February, we forwarded a letter to her address of record advising that her checking account had been closed due to unsatisfactory maintenance; a copy is attached. Should she have any questions, she may contact Charles G***, Supervisor, Financial Crimes and Risk, at ***between 8:a.mand 4:p.m., Central time, weekdays
The following is in reference to the complaint ID number *** that we received on May on behalf of Navy Federal member *** ***We have reviewed our member's claim and we spoke to him regarding his concerns on May On May, we issued a provisional credit to MrMason's
checking account in the amount of $3,262.40, while we further investigate his claimOn May 2015, a letter was sent to his address of record advising that provisional credit in the amount of $3,had been issued
This is in reference to complaint ID number *** which was received by Navy Federal on June 2015, submitted by our member, *** ** ***We have researched the concerns presented in our member’s complaintSherry B***, Contact Center Resolution Specialist, attempted to contact ***
*** on and June; however, she was only able to leave voicemail messagesAccording to our records, on May, the balance of our member’s e-Checking account was $On that date a check for $was presented for payment; the check was returned due to non-sufficient funds and a fee of $was assessed to the account on the following dayThe check was represented for payment on June; however, the checking account was overdrawn by $at that time, and the check was again returned due to non-sufficient funds; another fee of $was assessed the following dayOn June, an Automated Clearing House debit of $from *** *** was attemptedThe account balance on that date was zeroThe item was not paid due to non-sufficient funds, and a $fee was assessed on JuneOur records further indicate that our member’s direct deposit of $was received on JuneWe have attached a copy of Navy Federal’s e-Checking Checking Account Fees and Terms, which specifies fees which may be charged to an account, as well as the order in which items are posted to an accountQuestions regarding this matter may be directed to MsB*** at ###-###-####, extension ***, between the hours of 6:a.mand 3:p.m., Eastern time (flex-schedule days)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I don't think the situation was handled correctly at allIt was a big fight and I felt like I was neglected as a customer because the employee who was investigating my case wanted to go to vacationI still want an apology for thatI have had to call many many times and I felt like my integrity was constantly questionedI don't want other military members to feel like their money isn't safe like I do!
Regards,
*** ***
The following references the complaint we received on June from the Revdex.com on behalf of Navy Federal member *** ***, II. The complaint was assigned an ID number of ***. Navy Federal has reviewed our records concerning Mr***’ claim. We found
that he established Navy Federal membership on December 2003; at that time, he opened a savings account and a checking account. On April 2010, Mr*** closed his existing savings account and the balance was transferred to a new account which he opened. Although it is our custom to place a hold on $of a member’s savings account balance, we did not take this action on the new account. On May 2010, Mr***’ entire savings balance was transferred to his checking account. Subsequently, monthly statements were sent to Mr***. The statements indicated that the savings account did not reflect a balance and requested that the required $minimum be restored. Should Mr*** have any questions, he may call Juliane Day, Supervisor, Membership, at ###-###-####
This is in reference to complaint ID number ***, which was received by Navy Federal on June 2015, submitted by our member, *** ***
We have researched the concerns presented in our member’s complaintRashalon H***, Regional Manager, Mortgage Operations, attempted to contact Mr
*** by telephone; however, her attempt was unsuccessfulA review of our records confirms that several factors contributed to delays in the closing of the mortgage loan, including outstanding contract contingencies, requested changes to the loan terms requiring additional credit conditions to be met, and the coordination of schedules for all parties to be present at closingWe apologize to our member for any miscommunication which occurred during the processing of his loan requestMr***’ loan closed on July
The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.Navy Federal investigated our member’s concerns and Janice D***, Fraud Investigation Specialist,
contacted her on AprilDuring the telephone conversation, *** *** admitted that she had made a claim of fraud and that she was involved in an attempt to defraud Navy FederalDue to her admission, no funds will be credited to her accountIn addition, the restrictions placed on her account will remain in effect
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.Navy Federal has reviewed our member’s concernsThomas H***, Manager, Mortgage Default
Management, attempted to speak with *** *** on June; however, he was unsuccessfulAny restrictions on the account have been removed; as requested by our member, we have attached a copy of our Membership/Savings/Checking Disclosure Statement.*** ***’s mortgage number *** became past due for May On May, sufficient funds were credited to her checking account to complete the May mortgage payment and a transfer was madeWhen *** *** subsequently spoke with one of our representatives concerning her account, she was advised that if she could provide an alternative method of payment, the May payment would be returned to her checking account; however, no alternative was suggested by our member.On May, *** *** visited our Manassas Parkridge Branch and requested to close her checking accountWe complied with her request and issued her a check for the balance.Both of *** ***’s mortgages are presently currentShould she become aware that there may be a delay in making any mortgage payments in the future, we ask that she contact usIf she has any questions at this time, she may call MrH*** at ###-###-#### between 8:a.mand 4:p.mweekdays
This is in reference to complaint ID number ***, whichwas received by Navy Federal on June 2015, submitted by *** ***
***. Ms*** *** established a Navy Federal Membershipsavings account in February under the name *** ***. It was subsequently determined that she isnot eligible for membership with Navy Federal. Ms*** *** was advised during her telephone conversation with ourrepresentative on June that due to numerous account transfers and eDeposits,her checking and savings accounts would be closed in ten business days, toallow time for all outstanding items to clear. During this time, Ms*** *** continued to use her debit card, whichcaused several items to be rejected and manually debited from the account On June 2015, the accounts were closed anda check in the amount of $1,was sent to Ms*** ***’s address ofrecord
This is in reference to complaint ID number ***, which was received by Navy Federal on May 2015, submitted by our member, *** ** ***In the year 2014, *** *** attempted to obtain a $45,loan with Navy Federal using employment information, indicating her employment on
the application as active duty military, Navy; however, *** *** left military service in the year The loan was not granted and based on the member’s actions, her account was restrictedAlthough her electronic access was limited, *** *** was able to remit payment to her credit card account via telephone, mail or at a branch officeIn accordance with *** ***’ request, her credit card balance was paid and the remaining funds in her savings and checking accounts were mailed to her address of recordHer accounts have been closed
Complaint: ***
I am rejecting this response because: They keep saying the step daughter mailed them to me not true she lied said she mailed them to the neice according to the office mgr I never got any certiciface mail however I talked directly to a sale man who in my email told me he would mail them to me because they gave them to her I have had serveral delays in filling our forms in my hubby affairs I signed creamation papers not her since I paid for it she was only to pick up his remains I can not believe how a place like this can treat people as far as I'm concerned this is unprofessional not only to find they posted him on Facebook as well As for the Revdex.com you decide the outcome I have another funeral arrangement to deal with Thank God I'm not doing business with this company
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
This is in reference to complaint ID number ***, which was received by Navy Federal on July 2015, submitted by our member, *** ** ***.We have researched the concerns presented in *** ***’s complaint regarding credit reporting for his *** credit card account.
Brianna C***, Supervisor, Collections, attempted to contact *** *** by telephone on July; however, she wasonly able to leave a voicemail message. Our member’s February statement reflected a minimum payment of $due onMarch. No payment was received, and the next statement, which was issued on March, reflected a past due amountof $and a minimum payment of $due by April. A payment of $was received on 30 March; the payment appears on the April statement, along with a past due amount of $and a minimum payment of $due on May. No payment was received until June, in the amount of $150.00. As this information was accurately reported to credit reporting agencies, no adjustment will be made However, we will report the account to the credit reporting agencies as "disputed." The account will continue to be reported as "disputed" until our member notifies us to stop. If *** *** wishes to pursue this matter further, he may submit his dispute directly to the credit reporting agencies. Navy Federal reports to the following nationwide credit reporting agencies: *** Credit Information Services at www.***.com or P.OBox ***, Atlanta, GA ***; *** Consumer Solutions at www.***.com or P.OBox ***, Chester, PA ***; ***, Inc., Consumer Assistance Center at www.***.com or P.OBox ***, Allen, TX ***; *** Consumer Assistance at www.***.com or P.OBox ***, Pittsburgh, PA ***.We note that *** ***’s used vehicle loan reflected a due date of July 2015. In an effort to assist our member, we have extended the due date to September 2015. The loan account now reflects a current status. We have confirmed that all restrictions have been removed from our member’s account. If *** *** has any questions, he may contact Mrs. C*** at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern Time, Monday through Friday
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. When she initially requested a
mortgage rate match, we requested that *** *** provide copy of a Good Faith Estimate (GFE) and a Truth-in-Lending (TIL) form from the other lender in question. Since she provided a Fees Worksheet rather than the requested documents, we again requested a dated GFE and TIL. Once we received the correct forms, we were able to issue an offer with more favorable pricing terms than the one our member received from the other lender. Celia S***, Manager, Mortgage Operations, spoke with *** *** on May and was able to clear up the apparent misunderstanding Should M*** *** have any additional concerns, she may call MsS*** at ###-###-####, extension ***, between 8:a.mand 5:p.m., Pacific time, weekdays
[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 So long as it is upheld in its entirety
Regards,
*** ***
Tell us why here...This is in reference to the follcomplaint we received on June from the Revdex.com on behalf of Navy Federal member *** B***, II. The complaint was originally assigned an ID number of ***. As previously advised, Mr***’ entire savings balance was transferred to his checking account on May 2010; the transfer of $was made to pay an Automated Clearing House debit of $received from ***. Beginning with his May statement, Mr*** was notified each month that his savings account did not reflect the required minimum balance of $and he was asked to remit that amount. Copies of pertinent statements have been forwarded to our member. At this time, we have reopened his savings account; however, in the next days, he must remit a $deposit to retain the account. Since the balance of Mr***’ personal expense loan, $572.68, was charged to our reserves, our membership suffered a loss in that amount. Therefore, he may not be eligible for other accounts or services. If he any questions, Mr*** may call BBuser at ###-###-####, extension 48266, between 8:a.mand 4:p.m., Eastern time, weekdays
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: please provide proof that I in fact transfer the money into the checking account and it was not done by the bank I am simply asking for my membership to be returned
Regards,
*** ***
This is in reference to the follcomplaint wereceived on July from the Revdex.com on behalf of NavyFederal member *** G***. The complaint was originally assigned an IDnumber of ***. We have reviewedour member’s concerns. On July 2015,Tyron E***, Supervisor, Collateral Control, spoke with Mr***. MrE*** offered to send a CaliforniaDuplicate Title Application to our member along with a Power of Attorney; thelatter form will allow us to act on Mr***’s behalf with the CaliforniaDepartment of Motor Vehicles (DMV). Mr.*** accepted this offer. We haveforwarded the forms via *** to his Williamston, Michigan address. Once we receive the completed forms, we willact expeditiously to forward them to the California Department of MotorVehicles on our member’s behalf Should Mr***wish to follow up with MrE***, he may call ###-###-#### between 7:a.m.and 4:p.m., Eastern time, weekdays
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has thoroughly reviewed our member’s concerns. Our investigation
was completed on June and a written explanation was sent to *** ** *** concerning our decision Based on our analysis of her account activity, we concluded that no Navy Federal error occurred; therefore, the claim was denied The restriction placed on *** *** ***’s account has been removed; however, *** ***’s account remains restricted Should *** *** *** have any questions related to this claim, he may call Nathan M***, Fraud Investigation Specialist, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, weekdays
This is in reference to complaint ID number ***, which was received by Navy Federal on June 2015, submitted by our member, *** L***We have researched the concerns presented in our member’s complaintIn accordance with the terms and conditions specified in Navy Federal’s Important
Disclosures, to which our members agree at the establishment of their membership accounts, transactions are posted between 12:a.mand 6:a.m., Eastern Time, Monday through FridayOur posting order is as follows: all credits to an account will post first, followed by withdrawals in the following order: ATM, Navy Federal Debit Card Point-of-Sale, Automated Clearing House (ACH) and checksWhen multiple transactions are processed from these groups of transactions, the items will be posted in the order of lowest to highest amount within each group of transactionsA copy of the Important Disclosures is attached for your referenceWhen an ACH debit is authorized through the debiting party, it may take up to two business days for the ACH debit to present for payment from an accountTo avoid similar circumstances in the future, we request that our members ensure that sufficient funds are already on deposit when checks or ACH debits are presented for paymentIn the interest of member service, we have refunded $for Returned Check fees which were assessed to our member’s account on and June Questions regarding this matter may be directed to Vivian Barnett, Savings and Checking Operations Specialist III, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Central time, Monday through Friday
This is in reference to the follcomplaint we received on July from the Revdex.com on behalf of NavyFederal member *** ** ***. The complaint was originally assigned an ID number of ***.We have reviewed *** ** ***’s accounts. The claim made by the *** was denied on June because, based on ouranalysis of *** ***’s account activity, we concluded that no Navy Federal error had occurred. We confirmed the results of our investigation; therefore, her account remains restricted.Should *** *** *** or *** *** have additional questions, Nathan M*** can be reached at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays
The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. When *** ***’s claim of
fraudulent activity was received, we advised her that we had received her communication and would contact her within ten days. We regret that this time frame was allowed to lapse without contacting *** ***. We strive to provide efficient service at all times; however, due to the complex nature of *** ***’s claim, more time was necessary to perform the required research. *** *** visited a Navy Federal branch office on January and filed a claim for fraudulent activity on her savings and checking accounts. Although she reported that her *** Check card had been lost, she made transactions using the card after the date of the alleged loss. We have determined that *** ***’s savings and checking accounts were involved in a fraudulent scheme whereby an individual’s check card is purchased, invalid deposits are made to that person’s account(s), transactions are then made against the account(s) and the account holder claims fraud. The circumstances surrounding *** ***’s claim fall within the pattern of this scheme. In this instance, deposits of $1,and $1,were made to *** ***’s Navy Federal savings and checking accounts, respectively, on January 2015; both checks were counterfeit and each check was drawn on an invalid firm named ***, Incand Affiliated Companies. In addition, a counterfeit check drawn against an invalid account in the name of *** *** Investments for $1,was credited to our member’s savings account on January. Additional counterfeit checks have been deposited to other Navy Federal members’ accounts bearing the same companies’ names. Due to the information revealed during our research, we have denied *** ***’s claim. On February, we forwarded a letter to her address of record advising that her checking account had been closed due to unsatisfactory maintenance; a copy is attached. Should she have any questions, she may contact Charles G***, Supervisor, Financial Crimes and Risk, at ***between 8:a.mand 4:p.m., Central time, weekdays
The following is in reference to the complaint ID number *** that we received on May on behalf of Navy Federal member *** ***We have reviewed our member's claim and we spoke to him regarding his concerns on May On May, we issued a provisional credit to MrMason's
checking account in the amount of $3,262.40, while we further investigate his claimOn May 2015, a letter was sent to his address of record advising that provisional credit in the amount of $3,had been issued
This is in reference to complaint ID number *** which was received by Navy Federal on June 2015, submitted by our member, *** ** ***We have researched the concerns presented in our member’s complaintSherry B***, Contact Center Resolution Specialist, attempted to contact ***
*** on and June; however, she was only able to leave voicemail messagesAccording to our records, on May, the balance of our member’s e-Checking account was $On that date a check for $was presented for payment; the check was returned due to non-sufficient funds and a fee of $was assessed to the account on the following dayThe check was represented for payment on June; however, the checking account was overdrawn by $at that time, and the check was again returned due to non-sufficient funds; another fee of $was assessed the following dayOn June, an Automated Clearing House debit of $from *** *** was attemptedThe account balance on that date was zeroThe item was not paid due to non-sufficient funds, and a $fee was assessed on JuneOur records further indicate that our member’s direct deposit of $was received on JuneWe have attached a copy of Navy Federal’s e-Checking Checking Account Fees and Terms, which specifies fees which may be charged to an account, as well as the order in which items are posted to an accountQuestions regarding this matter may be directed to MsB*** at ###-###-####, extension ***, between the hours of 6:a.mand 3:p.m., Eastern time (flex-schedule days)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I don't think the situation was handled correctly at allIt was a big fight and I felt like I was neglected as a customer because the employee who was investigating my case wanted to go to vacationI still want an apology for thatI have had to call many many times and I felt like my integrity was constantly questionedI don't want other military members to feel like their money isn't safe like I do!
Regards,
*** ***
The following references the complaint we received on June from the Revdex.com on behalf of Navy Federal member *** ***, II. The complaint was assigned an ID number of ***. Navy Federal has reviewed our records concerning Mr***’ claim. We found
that he established Navy Federal membership on December 2003; at that time, he opened a savings account and a checking account. On April 2010, Mr*** closed his existing savings account and the balance was transferred to a new account which he opened. Although it is our custom to place a hold on $of a member’s savings account balance, we did not take this action on the new account. On May 2010, Mr***’ entire savings balance was transferred to his checking account. Subsequently, monthly statements were sent to Mr***. The statements indicated that the savings account did not reflect a balance and requested that the required $minimum be restored. Should Mr*** have any questions, he may call Juliane Day, Supervisor, Membership, at ###-###-####