NASA Federal Credit Union

After researching the details of [redacted] ’s concern it was found that: **and [redacted] applied for a 1st and 2nd trust loan, both to be financed with NASA FCU which was within our policy and still is After days the [redacted] ’s contacted the Credit Union and spoke with Sally S***, 1st Trust Loan Officer, to say they were going with another lender for their 1st trust, and wanted to continue the application for the 2nd trust, which MsS [redacted] incorrected said was possible Once the staff of the 2nd Trust department began processing the application they noted that the home did not qualify under an existing policy that has been in place for years or more The policy states that the home must be located in Maryland/DC/or VA for a 2nd trust to be allowed on a 1st Trust loan with any other lender In her role as a 1st Trust Loan Officer, Sally S [redacted] is not aware of all 2nd Trust policies Since Sally had the first contact with the [redacted] ’s she made the call to inform them of the policy The [redacted] ’s did speak with other staff members on the same day including the 1st Mortgage Department Manager who explained that we could accommodate the loan if NASA FCU was both the 1st and 2nd Trust lender The [redacted] ’s turned down the offer to finance with usKaren F*VP of OperationsNASA FCU

We have concluded our review of Complaint ID # [redacted] and confirmed that the day late mark reported to the credit bureaus for the month of December is accurate.A payment was posted to the credit card prior to the December due date, however the payment was returned after the statement closing dateThis caused the account to become past due after the statement was issuedThe payment made to replace the returned payment and to bring the account up to date posted after the account had become days past duePer our member's request, documentation will be provided to him confirming the December payment delinquency.Sincerely,Tamar S [redacted] Loan Servicing Manager NASA Federal Credit Union

Reversal of interest charges was posted to [redacted] 's account on 3/9/and an email (copy attached) sent to her in response.Karen F*VP of Operations NASA Federal Credit Union

Card Services reviewed the account and found that the late fee was refunded on 2/13/back dated to 1/23/(date of charge) This should resolve the inquiry for [redacted] *** Karen F*, VP of Operations, NASA FCU

Company refunded instead of as noted in response (per [redacted] ***)

Appropriate management staff have been made aware of your complaint Management personnel that oversee regulatory compliance have provided responses to your Revdex.com complaint ID # [redacted] You will not be receiving a phone call The Credit Union has closed its file in connection with this matter

Refund of additional fee was done on 11/9/and a call placed to [redacted] to review the details of the overdraft program and how/when fees would apply for debit card transactions Left message at daytime phone and awaiting a call back Karen F*, VP of Operations, NASA FCU

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Thank you for taking care of this issue I understand you'd like me to call to "discuss how the "guardian" program works" but I find this step unnecessary I know exactly how the guardian program works and there is absolutely nothing you can say or do that will convince me going over cents deserves $in overdraft fees (or even $for that matter.) This is exactly the type of unscrupulous policy that Bank of America and Chase banks were successfully sued for These types of policies take advantage of those who are already struggling financially and anyone that thinks this is okay has some issues they need to deal with themselves I am more than willing to accept the cost of my own mistakes in the form of overdraft fees, (and I have in the past) but this is the second time NASA FCU has attempted to unfairly attach fees to my account using "creative" clearing of charges in order to charge as many overdraft fees as they possibly can, and both times the charges were reversed once a complaint was filed to the Revdex.com Why would they reverse charges if they thought they were being honest? I can only imagine how many poor people have been cheated out of hundreds of dollars they couldn't afford who didn't think to take the issue to the Revdex.com I find this practice disgusting and dishonest at best Because of this, I will most likely be seeking a new account with another bank and I am going to urge my Labor Union to start seeking another bank or credit union to do business with Regards, [redacted]

The account was already closed after a conversion Mr [redacted] had with our Collections department The account was reopened and the fees in questions were refunded to the account Since the account was in a negative when closed the funds applied to a negative balance of $and brought his account back to the original $balance at opening A check was then issued for the $to reclose the account The check was mailed to Mr [redacted] home address on file

This response is not completely accurate We spoke to Sally S [redacted] and asked her directly, along with other Loan officers and they all said we could finance Stand Alone 2nd lien with NASA FCU We told Sally that we would finance our first lien with NASA if they could not do a Stand Alone 2nd lienShe stated that it was possible and we sent her all of our information After weeks into the process with NASA, we were then told we could not do the Stand Alone 2nd lien, it was not told to us early in the process Sally, DID NOT call us, she emailed us and told us that she was cancelling our lien, without any regard to our loan status By that time, we had been working with our 1st lien lender for weeks and had already paid and ordered our appraisal Only after we called Sally, did she and NASA talk to us about the situation Sally proceeded to tell us in an email and over the phone that the policy to not do Stand Alone 2nd liens, was changing the following week But, per management, this had always been the policy, so basically she lied to us once again Then Operations asked us just to move our 1st lien over to NASA, without any regard to the fact we had already been working with another lender for the 1st lien If NASA would have been upfront and honest with us when we first spoke to them about our 2nd lien loan, we would have gone with them on our 1st lienBut, they not only lied on more than one occasion, they wanted us to reward them with giving them our 1st lien after they misguided us on the 2nd lien They were fraudulent and did not back up their promise[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: [redacted] I am rejecting this response because: Regards, [redacted]

December 12, Dear [redacted] : This correspondence is in response to the complaint submitted by [redacted] dated 12/5/In the complaint, it is indicated that the loan payment received by NASA Federal Credit Union for [redacted] 's October payment was not applied to the loan balance appropriately [redacted] also states he contacted the credit union on October 30, by phone to resolve the error but the credit union was not able to provide a resolution at that time.The loan agreement [redacted] signed on 6/2/states the loan is a simple interest loan: interest is calculated daily based on the outstanding principle balanceWhen the payment is applied to the loan, the accumulated interest is paid first and the remaining loan payment is applied to the loan principleAdditionally, based on the payment amount, the due date will advance to the next due date [redacted] 's loan agreement shows the date his payments began and the expected date for the loan to be paid in full if he makes his payments monthly as statedHe may prepay any amount without penaltyOn 10/10/2014, the credit union received two checks, $and $1,000.00, which were applied to [redacted] 's loanPer the loan agreement, $252,was applied towards interest and the remaining $was applied to principleThe payment received prior to 10/10/was processed on 8/18/which resulted in days of daily interest on his loan balance, or $On 10/30/when the credit union was contacted regarding the loan payment, the representative explained that the credit union loan payment process will advance your due date with each payment made and unless regular monthly payments are made, interest due will be greater based on the length between paymentsI trust that this information addresses the concerns for [redacted] Sincerely,Kristal R Assistant Vice President, Branch Operations

We have researched the consumer’s request and will remove the two credit accounts from the consumer’s credit files.Sincerely,Karen F*VP of OperationsNASA FCU

I am writing to acknowledge the receipt of your notification regarding a complaint submitted on July 24, 2015... (ID [redacted] ) by Mr. [redacted] *. [redacted] . At NASA Federal Credit Union we continuously seek ways to educate members, and potential members, to help them make informed financial decisions and achieve a brighter financial future. We deliver convenient financial value to individuals and small businesses that are looking for preferential rates on deposits and loans, lower fees, personalized product options and a financial partner who works towards that same future. To provide that value we engage several communication methods to reach our membership, each detailing the information contained therein are estimates based on available data, subject to certain criteria, and not guaranteed. To that point, I have copied the following verbiage from the pre-approval letter referenced by Mr. [redacted] : “PRESCREEN & OPT-OUT NOTICE: This “prescreened” offer of credit is based on information in your credit report indicating that you meet certain criteria. This offer is not guaranteed if you do not meet our criteria.” “This offer is to refinance an auto loan from another lender. I understand that this o?er was made based on a screening of my credit history, and that the o?er may not be extended if I no longer meet the selection criteria, the criteria for creditworthiness, including sufficient income to support the credit, or if I do not furnish the required collateral. I also understand that the new monthly payment and monthly savings are calculated by refinancing my existing auto loan from another financial institution with a NASA FCU auto loan. Call for details. I authorize NASA FCU to verify all of my information using any source necessary, including a credit reporting agency, to see if any adverse items have been added to my credit file since the credit screening took place. In the event of any adverse change since the credit screening, I understand the offer may be withdrawn. Rates, terms and offers subject to change without notice. This offer cannot be used to refinance an existing NASA FCU loan. “ As an act of good faith for a member in good standing with NASA FCU, we have re-issued Mr. [redacted] ’s approval and made an exception to our pricing policy, honoring the terms quoted in the pre-approval letter. We have contacted Mr. [redacted] directly and found him most agreeable to this course of action. NASA FCU appreciates the RevDex.com notifying us of the member’s complaint. We trust the provided information has provided both clarity and closure. If you have any questions concerning this message, or would like to discuss the complaint further, please feel free to contact me directly. Sincerely, Eric S [redacted] Asst VP Consumer Lending

I have several emails from Sally from early June, showing that she was completely aware of us doing a "stand alone" second mortgage There was no misunderstanding I have several emails from Sally to our first lien lender, in which she was very direct with her knowledge of us going with NASA FCU on the 2nd lien only We spoke to Sally back in April about the mortgage they offered We never signed anything with her to confirm that we were going with NASA on 1st and 2nd lien, we were getting different estimates from different lenders at this time When we signed a sales contract, Sally knew for that we only wanted a 2nd lien with NASA Nasa FCU wanted us to give them our 1st lien after lying to us about the products on their 2nd liens, this is like rewarding a child for bad behavior Why would we give them any liens, when they have been dishonest and did not follow their promises If we would have been informed upfront, that NASA only did piggyback 2nd liens, we may have chosen to go with them for both liens But, since we were not informed of this information, we chose a local 1st lien lender, who has been very honest with us throughout the process So, I find it very disrespectful that NASA wants us to pull our money from an honest company because they were not honest upfront Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

on 1-6-A staff representative spoke with [redacted] *** at 3:regarding the Revdex.com complaintShe cleared the NSF record from his account and removed all notations that he has a NSFShe requested that Affinion mail him directly the Verification Of Enrollment, Certificate of Insurance, Policy and a Beneficiary Change FormThey instructed her that this should be mailed with business days [redacted] is aware that she will follow up with him on the 20th to see if he has received this informationShe also refunded $fee to his credit cardThis fee was charged for the transfer of the $(cash advance fee)At this point, [redacted] said that he is satifified with this resolutionHe appreciated that someone contacted him back so quickly Sincerely, Karen F*VP of OperationsNASA FCU

NASA FCU Management response: This consumer applied for the credit card over the internet During a quality control review, it was determined that information the consumer provided on applications to NASA FCU for accounts and loans was not able to be authenticated against public records When we are unable to authenticate information provided by a consumer, we will deny or close accounts and loans When we are unable to authenticate information provided, there is no derogatory public information reported against the consumerWe will contact the consumer directly regarding this issue

We have followed up with the member to review the issue but he has been out of townHe left a message last evening that he will be back and available on Thursday 6/23/ We have a call scheduled to discuss with him at that time We will update response after that call Karen F*VP of OperationsNASA FCU###-###-#### Ext ***

Card and Pin was ordered in December 2016 however address was not verified with member and we had and incorrect address on file. Updated address and ordered new card and Pin for member for rush delivery. Manager of the Card Services Department called member to follow up and let her know... card is being rushed.

Most Recent Message
Date Sent: 4/24/2:04:PMWe reserached *** ***'s account and found that the fees were charged in accordance with our policies and that checks triggered fees (not fees for one check). As a courtesy we did refund the second fee to his account. A staff member has attempted to reach him several times by phone to explain the fee charges to him but have not reached him leaving messages at the home phone asking that he call back to the office. We have not received a response from him. We would like to explain the activity to *** *** so that he can avoid overdraft fees in the future. Please ask that he contact *** *** on ###-###-#### Extension ***
Sincerely,
*** ** ***
VP of Operations
NASA FCU
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We are reviewing the complaint and working to resolve directly with the consumer. Please reopen the case and allow additional time to work directly. We will update the case with the details of the resolution as soon as they are availableKaren F*
VP of
OperationsNASA FCU