Navy Federal Credit Union

Their customer service is the worst I've ever experiencedI have never met a staff that is so incompetent, inconsiderate, and rude to their banking customersEspecially Virginia, absolutely disrespectful and rude when it comes to dealing with banking members

The following references the complaint we received on June from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] The complaint was assigned an ID number of 10090680.Navy Federal regrets the difficulties [redacted] experienced when attempting to open a business account [redacted] was unable to open a new account because he had a charged- off account at Navy FederalOn June, Perry D**, Manager, Business Service Operations, contacted [redacted] via e-mailThe charged-off account has been cured and the business account our member had requested is now open.Should [redacted] have any questions or concerns, he may contact MrD [redacted] at ###-###-#### between 8:a.mand 4:p.m., Eastern time, weekdays

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on July 2015, submitted by our member, [redacted] We have researched the concerns presented in our member’s complaintOn June 2015, Navy Federal received a fraud claim for unauthorized charges to Ms [redacted] ’s checking accountOn June, a provisional credit of $was posted to the account and a letter advising our member of the action taken was mailed to her address of recordOur member was advised verbally and in writing that the provisional credit would be removed if the merchant also submits a credit to her accountOn June, merchant credits of $and $were received and posted to the accountSince this resulted in the amount of $being credited to Ms [redacted] ’s account twice, one credit of $was debited from the account Our member visited our Murrieta Branch on July to discuss this matter, and our representative attempted to contact Ms [redacted] later that day to advise her that, in order to assist her, the limit of her Optional Overdraft Protection Service (OOPS) may be temporarily extended on the checking accountUnfortunately, our attempts to reach our member by telephone have been unsuccessfulAs a courtesy, on August we refunded OOPS fees totaling $If Ms [redacted] would like to take advantage of a temporary limit increase, she may contact us toll-free at ###-###-#### (***) and ask to be transferred to our Murrieta Branch, between the hours of 9:a.mand 5:p.m., Monday through Friday, and from 9:a.mto 2:p.mon Saturday

The following is in response to the complaint we received on August from the Revdex.com on behalf of [redacted] The complaint was assigned an ID number of [redacted] Based on our records, our member initially opened his account online on June 2015, and visited a branch on August to add his wife to his accountsHowever, a request to add our member's wife was not received, which would have been done with a completed/signed [redacted] form Subsequently, our records also indicate that our member's wife [redacted] submitted an online application on June 2015, which was pending because we required an image of a government-issued identification card and Social Security card from [redacted] The documents we received on August 2015, were illegible, which required [redacted] to visit a branch office with the documents On August 2015, the image of the Social Security card and U.SPermanent Resident Identification card was received We were subsequently able to complete the application and process the initial funding for deposit, which was authorized by [redacted] in the amount of $using a credit card account ending in 9201; the account ending in [redacted] was therefore credited with $ On August 2015, a request was made to reverse the transaction Our records reflect that this request was completed August and the card-based funding reversal was processed in the amount of $250.00, crediting the credit card account ending in *** The reversal can take five to seven business days for the credit to appear on our member's credit card account.Follquestions should be directed to Lisa T [redacted] , Supervisor, Membership, by calling ###-###-####

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] size="3"> The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly reviewed our member’s concern On October 2016, Mr [redacted] applied for a 100% Financing First Mortgage loan via Navy Federal Online BankingDuring the online application process, our Loan Fee Disclosure is presented to the applicant(s) and their consent is required in order to continue The disclosure regarding potential Credit Bureau Report fee refunds only applies to applications for Home Equity Lines of Credit Unfortunately, this disclosure does not apply to the loan type that Mr [redacted] applied for The fee Mr [redacted] paid is charged by the credit reporting agencies for the credit report Navy Federal does not make a profit from this fee Should Mr [redacted] have any questions, he may contact Ann C [redacted] , Regional Manager, Field Mortgage, at ###-###-####, extension 21036, between the hours of 8:a.mand 5:p.m., Eastern time, weekdays

I am deeply saddened to know that as a Navy veteran and prior Navy Federal Credit Union member, I am not able to joine the NAVY Federal Credit UnionThis is a slap in the face to all veterans who have served in the NAVYI am hoping that there are plans in the very near future to resolve this very insensitive rejection of those who served proudly

The following is in response to the complaint we received on August from the Revdex.com on behalf of [redacted] The complaint was assigned an ID number of [redacted] According to our records, our member requested to close her personal account on August Subsequently, her checking account was closed on August and her savings account was closed on August [redacted] updated her address on August We also received a request from our member to close her business account on August As a result, her Business Checking account was closed on August and her Business Savings account was closed on August Consequently, a share withdrawal check was sent to our member on August Follquestions should be directed to Juliane D**, Supervisor, Membership Operations, by calling ###-###-####

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on May 2014, submitted by [redacted] *** We have researched the concerns presented in ***’s complaint Navy Federal offered a Friends and Family membership referral campaign in April During the campaign, ***’s account was opened in good faithSubsequent to her account being opened, we learned that her sponsor’s eligibility could not be verified, which caused ***’s eligibility to come into question Navy Federal’s field of membership, as specified in our charter, is determined by our regulator, the National Credit Union Administration (NCUA) Membership is open to individuals who are in our field of membership As such, marketing materials for this campaign stated that eligibility in Navy Federal was required Navy Federal’s charter is that of a single common-bond, occupational credit union The occupational groups that we serve, according to our chartered field of membership, are the U.SDepartment of Defense (DoD) and U.SCoast Guard (USCG) Prospective new members must be employed by the DoD or USCG, or work for an organization that provides support to the DoD This includes members of the Army, Marine Corps, Navy, and Air Force, and Coast Guard active duty and reservist, DoD and Coast Guard civilians, members of the National Guard, along with those retired and receiving a pension or annuity from the DoD or USCG, and their families Navy Federal has made several attempts to verify the eligibility of ***’s sponsor; however, these attempts have been unsuccessful Therefore, we are unable to extend membership to *** [redacted] at this time If *** [redacted] has any questions, she may contact [redacted] , Supervisor, Membership, directly at ###-###-####

[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 they just send a copy of the card attached to a letter That is the same copy I submitted to you with my complaintThe company did not give me the account or gift cards that I was supposed to receiveI recieved a letter frm them a few weeks ago stated that a percentage of my taxes would be deducted by themTherefore I called to find out what it was about and the rep told me it was part of their policySo I just requested that they close my accountYou can just cancel the complaint I submitted because it looks like they are just going to go in circles with thisI appreciate your help and hopfully I will not have to go through this kind of mess againI will be careful the next time I give out my personal information to another company just because family says its good Regards, [redacted] ***

The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Our representative was able to speak with [redacted] on December regarding her concerns [redacted] was advised that Navy Federal had received the merchant’s letter indicating the transactions at issue were made due to their error, and that we had refunded the associated returned items fees assessed against her account Should our member have additional questions, our Contact Center representatives are available to assist her hours a day, seven days a week, and can be reached by calling 1-888-842-NFCU (6328)

The following references the complaint we received on August from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] .We have reviewed our member’s concerns On April, [redacted] called Navy Federal to dispute a debit made by [redacted] for a hotel reservation which had posted to his account on April At that time, he stated that he had made a reservation at the hotel in question but had later attempted to cancel the reservation A provisional credit of $was placed on his account on April; however, our review of his claim found that no error had taken place with respect to the transaction Therefore, on June, a letter was sent to [redacted] advising of the results of the investigation and that the provisional credit would be removedOn July, the credit was removed and, on August, [redacted] spoke with a Navy Federal representative, during which conversation he claimed that he had not made a purchase through [redacted] and that he was a victim of fraud When a member makes a claim of fraud, we deactivate his or her [redacted] Check card to protect Navy Federal as well as the individual We can expedite the delivery of a new card to ensure that he or she suffers as little inconvenience as possible Although this option was offered to [redacted] ***, he declined to take advantage of the service as he stated he wastraveling; he went to our Gainsborough Branch, located in Chesapeake, Virginia, and received a new card In addition, acredit of $was applied to his checking account on August in the interest of member service

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June, submitted by our member, [redacted] * [redacted] We have researched the concerns presented in our member’s complaintNavy Federal received Miss [redacted] ’s dispute claim for an ATM transaction with [redacted] ***A provisional credit of $was issued by Navy Federal to Miss [redacted] ’s checking account on May 2015, and she was notified of this actionA chargeback was filed by Navy Federal via the dispute process [redacted] contested the dispute claim, advising Navy Federal that the ATM was in balance (no cash overage or underage) the day of the transaction and that funds successfully dispensedMiss [redacted] requested to further contest the merchant rebuttal and, in accordance with our member’s request, Navy Federal will continue to dispute the claim with [redacted] ***Navy Federal will contact Miss [redacted] regarding the status of her claim by July The provisional credit of $will remain in Miss [redacted] ’s account as we continue the investigation with the merchantAny questions regarding this matter may be directed to Lindsay D [redacted] Supervisor, Debit Card Dispute, directly at ###-###-####, between the hours of 8:a.mand 4:p.m., Central time, Monday through Friday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on April 2015, submitted by our member, [redacted] We have researched the concerns presented in our member’s complaintOn April, $was transferred to Master Chief [redacted] ’s past due loan from a savings account of which he is joint ownerThis action was taken in accordance with Navy Federal’s Membership/Savings/Checking Disclosure StatementA copy of the Disclosure Statement is attached for your reviewIn the interest of member service, the payment of $was removed from the loan account and credited back to the savings account on AprilIf Master Chief [redacted] has any questions, he may contact Aggie S [redacted] , Manager, Collections, at ###-###-####, extension 81515, between the hours of 9:a.mand 5:p.m., Eastern time, Monday through Friday

The following references the complaint we received on July from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns Our representative attempted to contact Ms [redacted] to discuss this matter on July and July, but was only able to leave a message on both occasions As our member requested, we have refunded the $credit bureau fee charged in connection with her application; the funds have been credited to her checking accountShould Ms [redacted] have any questions, she may call Tony H [redacted] , Regional Manager, Mortgage Operations, at ###-###-####, extension 21001, between 7:a.mand 5:p.m., Eastern time, weekdays

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We received a voluntary removal of joint owner form in May 2014, at which time [redacted] was removed from the checking and savings accounts that she was a joint owner on We contacted our member and she advised that she did not recall the incident which prompted the complaint Due to our member’s disposition, we must consider this case closed

The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly reviewed our member’s concernsAhmund Y***, Supervisor, Collections, attempted to reach [redacted] on January 2016; however, he was only successful in leaving a messageWhen a loan becomes past due, in accordance with the loan’s account terms, Navy Federal can transfer available funds in the member’s savings and/or checking accounts to the delinquent obligationWe have temporarily suspended the delinquent account transfers to allow us to work with [redacted] to come to an equitable solution to her financial difficultiesIn addition, we have refunded a total of $in correctly assessed returned item fees to her checking account and have reversed a delinquent account transfer of $to her savings account The $fees that [redacted] mentioned were late payment fees assessed when a loan is overdue by ten daysThe fee is assessed on the tenth day the loan is past due; the notation on the member’s statement of “INCR BAL ADJ” appears when the fee has been rolled into the loan balanceThese fees are not related to delinquent account transfers We encourage [redacted] to call our Personal Finance Management Branch at ###-###-#### between 8:a.mand 11:p.m., Eastern time, weekdays or between 9:a.mand 5:p.m., Saturday and Sunday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on February 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaintOn November 2015, [redacted] submitted a credit card application via telephoneA credit card agreement and disclosure accompanied the credit card which advised that balance transfers have no grace period and interest charges begin accruing immediatelyThe disclosure also reflected that the rate of purchases and balance transfers were subject to the Annual Percentage Rate (APR) of 14.99%However, due to the prime rate increase effective February 2016, the rate is currently 15.24% On November 2015, a payment in the amount of $2,posted to [redacted] ’s credit card which resulted in a $2,credit balance on her accountDuring the period of November through November 2015, multiple purchase transactions posted to [redacted] ’s credit card totaling $4,These transactions deducted from the $2,credit balance, resulting in a balance owed in the amount of $2,On November 2015, a balance transfer in the amount of $1,processed to [redacted] ’s credit card bringing the total balance owed to $4,On November 2015, a purchase transaction in the amount of $posted to the account; in addition, an interest charge of $was assessed due to the balance transferThis brought the total November statement balance to $4, Of the $4,November statement balance, $2,was owed in purchases at 14.99% and $1,was owed in cash advances at 14.99%The following interest charges have been assessed to date: $on November 2015, $on December 2015, $on January 2016, and $on February The remaining balance from the $1,balance transfer is $1,607.31, and interest will continue to accrue on that balance until it is paid in fullNavy Federal does not assess a balance transfer processing fee As requested, on March 2016, Navy Federal credited [redacted] for her payment which posted to her credit card account on November in the amount of $2,As a result, her credit card account balance will increase by this amount If [redacted] has any questions, she may contact Joanna White, Supervisor, Credit Card Servicing, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Eastern time, Monday through Friday

The following references the complaint we received on August from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] .Navy Federal has reviewed our member’s concerns We have confirmed that three fraudulent debits of $125.00, $and $were paid from [redacted] ’s joint checking account on August We have therefore made a provisional credit of $to the account In addition, we have notified [redacted] as to the credit Although our member was initially provided with incorrect information concerning a time limitation for reporting such transactions, we confirm that there is no time limit for reporting forgeries or fraudulent activity.Should [redacted] have additional concerns, she may call Priscilla L***, Assistant Supervisor, Card Fraud Recovery, at ###-###-####, extension ***, between 6:a.mand 2:p.m., Central time, weekdays

The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] size="3"> The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly reviewed our member’s concerns On May 2014, Mr [redacted] took out a used vehicle loan; a copy of his signed Promissory Note is attached We received a fraud claim on March and investigated our member’s claim A letter dated May was sent to Mr [redacted] ’s address of record to advise that his claim of fraud had been denied based partially on payments having been made by Mr [redacted] via personal check and SpeedPay A copy of the claim letter is also attached The loan balance was charged to our reserves on June 2015; a Cease and Desist note was placed on the account on April at our member’s requestWe will not request a change to his credit report as all data reported concerning the loan is accurate We would like to work with Mr [redacted] to make suitable repayment arrangements He may call Counselor BW [redacted] at ###-###-####, extension between 8:a.mand 4:p.m., Eastern time, weekdays

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding the processing of his U.SDepartment of Veterans Affairs (VA) mortgage loanOur records indicate that on October 2015, [redacted] and his wife, [redacted] , applied for a year VA loan to refinance their existing mortgageAfter reviewing our member’s application and credit bureau report, additional information and documentation was necessary On December 2015, Navy Federal was informed by our member that [redacted] left her job as a dental assistant that she had listed on their application [redacted] took a job at a builders supply company through a temporary staffing agency on October 2015, working in an entirely different line of work [redacted] ’s new job had a day probationary period, and she was not eligible for a permanent position with the new employer until February We informed our member that a permanent employment status is required in order to include [redacted] ’s employment and income on the loan applicationConsequently, [redacted] ’s employment and income could no longer be included, and **and [redacted] no longer qualified for a year VA loan at 3.00%Navy Federal was able to provide alternative loan terms to our member, and our member agreed to change from a year VA loan at 3.00% to a year VA loan at the market rate of 3.625%Navy Federal subsequently agreed to reduce the interest rate to 3.50% [redacted] and [redacted] remained on the loan application, and both signed the closing documents on January Regarding the allegations of discrimination, Navy Federal does not discriminate in any manner, and did not discriminate against **and [redacted] on any occasionAdditionally, Navy Federal has remained in contact with our member throughout the processing of their loanOn January 2016, our representative attempted to contact our member by telephone, but he was only able to leave a voice messageOn the same date, we received correspondence from our member stating he did not want to be contactedNavy Federal has honored his request and no further attempts to contact him have been made