NASA Federal Credit Union

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 $11.00 and brought his account back to the original $5.00 balance at opening.  A check was then issued for the $5.00 to reclose the account.  The check was mailed to Mr. [redacted] home address on file.

Today, May 12, 2017, I contacted [redacted] to let him know that we were refunding $13.94 in interest to his [redacted] Credit Card Account and closing his Savings account with us as well.  We are mailing a check for $18.94 to his home address today.  In our conversation he said he...

appreciated my help with his account and that he was satisfied with the resolution.  Sincerely, Karen F[redacted], VP of Operations, NASA FCU

This response is not completely accurate.  We spoke to Sally S[redacted] and asked her directly, along with 2 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 lien. She stated that it was possible and we sent her all of our information.  After 3 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 3 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 lien. But, 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We have concluded our review of Complaint ID #[redacted] and confirmed that the 30 day late mark reported to the credit bureaus for the month of December 2016 is accurate.A payment was posted to the credit card prior to the December 2016 due date, however the payment was returned after the statement...

closing date. This caused the account to become past due after the statement was issued. The payment made to replace the returned payment and to bring the account up to date posted after the account had become 30 days past due. Per our member's request, documentation will be provided to him confirming the December 2016 payment delinquency.Sincerely,Tamar S[redacted] Loan Servicing Manager NASA Federal Credit Union

Card Services reviewed the account and found that the late fee was refunded on 2/13/17 back dated to 1/23/17 (date of charge).  This should resolve the inquiry for [redacted]  Karen F[redacted], VP of Operations, NASA FCU

Reversal of interest charges was posted to [redacted]'s account on 3/9/2016 and an email (copy attached) sent to her in response.Karen F[redacted]VP of Operations NASA Federal Credit Union

Refund of additional fee was done on 11/9/16 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[redacted], VP of Operations, NASA FCU

We responded that we attempted to reach [redacted] several times and he was on travel.  He contacted our Mortgage Department and made arrangements to talk with them on June 23rd.  The call was held and information provided to [redacted] regarding the handling of his loan.  [redacted] was satisfied with the information and considered the matter closed at the end of the conversation.  Karen F[redacted]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]. 
 
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

December 12, 2014
Dear [redacted]:
This correspondence is in response to the complaint submitted by [redacted] dated 12/5/2014. In the complaint, it is indicated that the loan payment received by NASA Federal Credit Union for [redacted]'s October 2014 payment was not applied...

to the loan balance appropriately. [redacted] also states he contacted the credit union on October 30, 2014 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 6/2/2014 states the loan is a simple interest loan: interest is calculated daily based on the outstanding principle balance. When the payment is applied to the loan, the accumulated interest is paid first and the remaining loan payment is applied to the loan principle. Additionally, 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 stated. He may prepay any amount without penalty.
On 10/10/2014, the credit union received two checks, $72.41 and $1,000.00, which were applied to [redacted]'s loan. Per the loan agreement, $252,69 was applied towards interest and the remaining $819.72 was applied to principle. The payment received prior to 10/10/2014 was processed on 8/18/2014 which resulted in 60 days of daily interest on his loan balance, or $252.69.
On 10/30/2014 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 payments.
I trust that this information addresses the concerns for [redacted].
Sincerely,Kristal R
Assistant Vice President, Branch Operations

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]

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 23 cents deserves $64 in overdraft fees (or even $32 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]

on 1-6-2017 A staff representative spoke with [redacted] at 3:45 regarding the Revdex.com complaint. She cleared the NSF record from his account and removed all notations that he has a NSF. She requested that Affinion mail him directly the Verification Of...

Enrollment, Certificate of Insurance, Policy and a Beneficiary Change Form. They instructed her that this should be mailed with 10 business days. [redacted] is aware that she will follow up with him on the 20th to see if he has received this information. She also refunded $3.00 fee to his credit card. This fee was charged for the transfer of the $100.00 (cash advance fee). At this point, [redacted] said that he is satifified with this resolution. He appreciated that someone contacted him back so quickly.   Sincerely,  Karen F[redacted]VP of OperationsNASA FCU

I
am responding to the above mentioned complaint that was received by
your office from our member.
 The
member’s auto loan was subject to a total loss claim. The payment
from that claim resulted in a remaining deficiency balance on the
account. The total loss payment was received from...

the insurance
company August 30, 2016; which was before the insurance company
supplied the Letter of Guaranty. The insurance company subsequently
sent the Letter of Guaranty and the title was released/mailed to the
insurance company on November 15, 2016. The
member applied for and was approved with stipulations for a loan to
repay the remaining balance in September 2016. The stipulations
required that the member supply income and address verification for
the co-applicant.
 When
the Credit Union spoke with the member on October 19, 2016 he
indicated that he wanted all communication for the loan application
handled by mail and that he would mail the required documents to
complete the application process. The Credit Union did not receive
the documents to complete the loan process and the application was
subsequently canceled. The
Credit Union sent a series of letters regarding the posting of the
insurance check, the notification to the credit reporting agencies
and a notice of the resulting charge off due to non-payment.
 Upon
receipt of notification of this complaint from the Revdex.com – [redacted] NASA FCU called and left
voice mail messages for both members on the loan account on May 23,
2017 and also sent an email regarding contacting the Credit Union for
payment arrangements. To date, we have not received a response. Please
contact me if you have any addition questions regarding this matter. Sincerely,  Robert
F. K[redacted]

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.

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.  I want to acknowledge that they were quick to address my complaint and went out of their way to make sure that I was satisfied with their response. I wish more companies were this professional.
Regards,
[redacted]

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]

[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 Administratively Resolved]
 Complaint: [redacted]
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,
[redacted]

NASA FCU Management response: 
UI",sans-serif; font-size: 8.5pt; mso-fareast-font-family: "Times New Roman"; mso-bidi-font-weight: bold;">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 consumer. We will
contact the consumer directly regarding this issue.

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 consumer. We will
contact the consumer directly regarding this issue.