NASA Federal Credit Union

We have completed our research into the matter referenced in your correspondence of August 1, regarding *** *** *** and his vehicle loan.At the time the loan opened the member received correspondence regarding where to make payments and received a coupon book with an address for mailing
payments.The automobile was repossessed in July and was at that time due for the May installment and was three payments past duePrior to repossession the Credit Union made many attempts to contact the member by phone and email but received no responseThe last full payment made by the member before repossession was in May After the repossession, another payment was received in July but the account remained due for two payments.The Credit Union sent a Repossession Letter regarding the member’s right to redeem the vehicle on the day it was repossessedThis letter detailed the amounts necessary to regain possession of the vehicleIn that letter it stated that additional charges were owed to the storage facility and it listed the address where the vehicle was stored.The payment in July in the form of a money ordered, referenced in the *** ***'s complaint, was sent to the address provided to the the member for verification of insurance and not to the payment address provided in correspondence and on the coupon bookWhile that payment did ultimately arrive at the Credit Union it would not have impacted the decision to repossess the vehicle.Copies of the Repossession Letter and Notice of Sale Letter can be provided upon requestThe member remains eligible to redeem the vehicle any time prior to its sale at auctionPlease don’t hesitate to contact me if you have any further questions or would like to discuss this matter further.Sincerely.Robert K*** Vice President of loan Servicing

You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
Inbox
x
Revdex.com of Metro Washington DC
Apr (days ago)
tome
---------- Forwarded message ----------
From: *** ***
Date: Fri, Apr 25, at 10:AM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected],
The message I received states that there is an attached document with the business's response, however there is no attached document on the website NASA FCU has refunded all of my fees thereby resolving the issue for me I'm not sure what the next steps are that I need to take.
Regards,
***

The Credit Union reviewed the
circumstances involving the misunderstanding and made an offer to *** ***
that was within its lending policy. *** *** turned down the offer and
stated that he will not do business with the Credit Union. Based on his
statement, there is nothing further the Credit Union can do to resolve this
inquiry so we consider the matter closed

[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.
Regards,
*** ***

We 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

This response is not completely accurate We spoke to Sally S*** 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: ***
I am rejecting this response because:
Regards,
*** ***

After researching the details of ***’s concern it was
found that:
size="3">**and *** *** 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 ***’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*** 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*** is not aware of all 2nd
Trust policies
Since Sally had the first contact with the ***’s she
made the call to inform them of the policy.
The ***’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 ***’s turned down the
offer to finance with us.
Karen F*
VP of Operations
NASA FCU

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'm glad that NFCU is retraining their staff for better customer service for present and future customers
Regards,
*** ***

*** ***’s primary address was updated to an APO on 1/21/17. Our records show a Debit Card was ordered for his wife in August but was sent to the Tennessee address. We do not show that *** ***’s nor his wifes cards were activated so the Credit Union these cards and ordered new
cards to be sent to the shipped to the APO address

[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.
Regards,
*** ***

[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:
Who am I speaking with?
What is your job title at the credit union?
Why haven't I recieved a phone call from upper management yet?
Regards,
*** ***

I am writing to acknowledge the receipt of
your notification regarding a complaint submitted on July 24, (ID
***) by Mr*** ***.
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
futureWe 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
***:
“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 lenderI 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 collateralI 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 loanCall 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 placeIn the
event of any adverse change since the credit screening, I understand the offer
may be withdrawnRates, terms and offers subject to change without noticeThis
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***’s approval and made an exception to our pricing policy,
honoring the terms quoted in the pre-approval letter. We have contacted
Mr*** 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*Asst VP Consumer Lending

We engaged our Rewards Site Vendor to address the issue and they found that there was a known bug in the merchants website that will be corrected later in AprilTo address *** ***'s concern the merchant contacted her directly and completed the reservation honoring the pricing as shown. I
also followed up with *** *** to assure her satisfaction with the resolution and she stated she was satisfied and she was complementary of the handling of the merchant call to her

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:As of today I have not received any proof that there was a late payment in December 2016.  I have attached the November Statement which shows a ZERO payment due for the month of December.  As a matter of fact there was a payment that posted to the account in the amount of $ 100.00 for that statement cycle on November 23rd, although according to the statement there was a zero payment due for December the December 18th, 2016 due date. 
Regards,
[redacted]

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 30 days the [redacted]’s
contacted the Credit Union and spoke with Sally...

S[redacted], 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
Ms. S[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 5 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 2 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 us. Karen F[redacted]VP of OperationsNASA FCU

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.

The Credit Union has made attempts to reach Mr. [redacted] to review his concerns and the options for making payments to his credit card.  We have been unable to reach him but will continue to do so in an attempt to resolve his concerns.   Karen F[redacted]VP of OperationsNASA FCU

Company refunded 5.00 instead of 3.00 as noted in response.  (per [redacted])

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This inquiry was reviewed by [redacted], VP of Retail Services and...

he provided the following update on his findings:
This was resolved on 4/7; the same
day the letter was provided to the Revdex.com. The 90 day no payments is required at
application. The member signed the note with the 4/20 due date. If she wanted a
6/18 due date,she should have not signed the docs and requested the change before dispursment of the loan. We do
make exceptions after the loan is consummated through the use of a subsequent
action form. The member did sign a subsequent action form on 4/7 which moved
the due date from 4/20 to 6/18. The loan payment was also re-cast. I left a message
for the member to follow up. Perhaps she wrote the Revdex.com prior to signing the
Subsequent action request.
Good to close as the member has the 90 day due date