Navy Federal Credit Union

The following is in response to the complaint we received on 31 August 2015 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 2 June...

2015, and visited a branch on 25 August 2015 to add his wife to his accounts. However, 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 19 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 13 August 2015, were illegible, which required [redacted] to visit a branch office with the documents.  On 29 August 2015, the image of the Social Security card and U.S. Permanent 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 $250.00 using a credit card account ending in 9201; the account ending in [redacted] was therefore credited with $250.00.  On 31 August 2015, a request was made to reverse the transaction.  Our records reflect that this request was completed 31 August 2015 and the card-based funding reversal was processed in the amount of $250.00, crediting the credit card account ending in [redacted].  The reversal can take five to seven business days for the credit to appear on our member's credit card account.Follow-up questions should be directed to Lisa T[redacted], Supervisor, Membership, by calling ###-###-####.

The following references the complaint we received on 14 April 2015 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.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 9 May 2016, submitted by our member, [redacted]....

[redacted].
 
We have thoroughly researched the concerns presented in our member’s complaint regarding the Navy Federal loan number ending in 07 reflecting him as co-borrower.
 
Through our review of this matter, we concluded that Sergeant [redacted] did not agree to be a co-borrower on the 07 loan.  Sergeant [redacted] was removed from the loan effective 19 May 2016. On the same date, a request was sent to the credit reporting agencies to remove the 07 loan tradeline from his credit reports.  Since a credit inquiry for the loan application was requested from TransUnion, the request to mask the inquiry was sent to that agency.  The credit reporting agencies may take 30 days for the updates to reflect on Sergeant [redacted]’s credit file. 
 
If Sergeant [redacted] has any questions, he may contact Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:00 a.m. to 3:30 p.m., Central time, Monday through Friday.

Customer Service is as bad as Paypal's.! For a credit union the customer services is a disgrace!
This house purchase is my 5th, so this is not my first rodeo. However this is my first house purchase in 20 years. I unfroze all my credit with the three credit Bureaus and about early May 2016 I received a letter of credit pre-approval from the Navy Credit Union. for $175K., (thousand)
I lost the letter of credit of approval and have a copy of the letter asking for another copy .
I bent over backwards for the Navy Federal Credit Union! One of the loan officers would not accept a printout a from the computer for my checking account. I went to the other credit union and faxed the requested infromation. They have my life hstory of assets, and this is a person with over 800 credits score! Also emailed the Pensocoka office several times askiing copy of the letter pre-approval. The Navy Credit Union deducted the fees once for pulling all 3 creidit reports.
The Good: Navy Credit Union is very conscientious in following up about you mortgage, Seal the deal keep morgtage number high!
The Bad: They do not care about customer service! So in early August 2016 finally found the right house and a competent realator. I called Ms. Spencer of the Pensacola Credit Union. She said the Loan Approval Letter expired July 31st. Her reply was "all you have to is call us when all your credit is unrozen and we will run the credit reports and charge yor bank account for this"
Really,, your mistake and you want me to pay for the credt reports again. So what have I done paid off most of my car loan with them at 1.5 and pulled my certificate of deposit and payed about a $10 intersted penalty! All you had td do was send me a copy of the letter and then the responsibility falls om me, you did not!
Where is the ethics or interrity of this mortgage department?
Now, I am under pressure from my realator to obtain a letter of credit approval. Stay away, I belonged to them for 10 years. The realator is doing their job, the Navy Credt Union has made my family's life miserable.
I thought the Navy Federal Credit Unkin was the greatest, how they can baffle you!
This has caused severe stress in family, with all the other life issuesf relatives to deal wi I spent countelss hours on this stuff to try to avoid the situration I am in!
I request a refund of the credit bureau fees and cd penalty, and this is peanuts for the stress they have caused me and my family!

[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:Although Navy Federal has provided the contact info of the attorney in this matter, this does not change the fact that I was damaged during this incident, and further suffered losses to the inadequacy of Navy's responses until they were forced to make a response. Further, I am now further forced to pay for Navy's inadequacies and inappropriate behavior by now paying my attorney further to negotiate a resolution which could of been handled in any time during the past two plus years. Further, Navy is insinuating that I have "defaulted", I did not default on this loan, it was part of a legal bankruptcy process, wherein the court found in my favor, and I was afforded the protections of the US Bankruptcy code. Navy has consistently disregarded my concerns and communications, has damaged me, and has repetitively disregarded the protections afforded to me under the bankruptcy code and the FCRA. I find it very distasteful that Navy cannot step up and admit that they have not handled this appropriately (let alone most likely in an illegal manner) and further continue to color the situation in such a manner that makes me sound like an irresponsible consumer who has just defaulted on a loan and they are really just the victims of an angry person that doesn't pay their bills. I was an excellent customer to Navy until I had a catastrophic business failure, that was no fault of my own. Navy has clearly constructed a culture which "kicks you while you are down" and deals inadequately and improperly with consumers, who for whatever reason cannot meet their obligations, or are afforded the protections of the bankruptcy code. I don't think this an isolated incident according to various other complaints, which I have observed, which are in what seems very similar situations.
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:
 
I reject the determination from NFCU for the following reasons:
 
1) The "investigation" took less than one business day which means no investigating could have occurred of multiple businesses
2) Several messages were not left, 1 message a week and three supervisor conversations later (documents can be provided)
3) The spending pattern is definitely out of character for the history of the account as are the establishments 
4) Several times I stated to the customer service representatives that I had an active police report case number for the theft
5) My surname is hyphenated hence per social security I can use a combination or just [redacted] which is preferred
Regards,
[redacted]

The following is in response to the complaint we received on 30 August 2015 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 6 August 2015.  Subsequently, her checking account was closed on 6 August 2015 and her savings account was closed on 7 August 2015.  [redacted] updated her address on 6 August 2015.  We also received a request from our member to close her business account on 6 August 2015.  As a result, her Business Checking account was closed on 7 August 2015 and her Business Savings account was closed on 10 August 2015.  Consequently, a share withdrawal check was sent to our member on 10 August 2015.         Follow-up questions should be directed to Juliane D**, Supervisor, Membership Operations, by calling ###-###-####.

The following references the complaint we received on 13 January 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. On 3 February, one of our representatives spoke with our member and addressed the issues he raised in his complaint. [redacted] advised us that the payee of the cashier’s check has restored the funds in question to him. Our representative provided her direct contact information to [redacted], and he should not hesitate to contact her if he has additional questions.

My husband passed away and we had a joint account(s) at the Navy Federal Credit Union. We have been a Member for 35 years!!!!! I'm writing this because of my frustration trying to get assistance from them. I have visited their office in Fredericksburg Virginia, called at least a dozen 800 and 888 numbers to no avail. The accounts are on hold, our bill pay is frozen I can't pay our bills including bills we owe them. I have gotten nasty letters from them telling me I owe this amount and I know I do but how can I pay it if I can't get to the accounts. They have a Bereavement Section that is suppose to assist me and I know I have left 25 messages and no one returns calls. PLEASE SOMEONE HELP!!!! Do Not become a member of this organization they will not help you!

I never had a problem with Navy Federal until someone hacked my account. They refuse to explain who it was or even investigate they blamed me and then said I had to pay it back. I call their security department and they were rude refused to speak and sent me to a branch. I have gone to 3 different branches and they all said the same thing about security, it s[redacted]. How is it possible that if I were to withdraw money they could tell me when, where etc. But when someone else does it they draw a blank. I believe this is an inside job because I do not swipe my card. They have taken my entire savings and froze all accounts. The amount they are demanding that I repay is more than I was originally told and NO one can tell me where they are getting this figure. They will not freeze the account to where no more money comes in so they are stealing my VA checks. The list goes on and on with these people. In short they are CROOKS and the federal government needs to investigate.

The following references the complaint we received on 3 May 2016 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 concerns.  On 29 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 13 March 2015 and investigated our member’s claim.  A letter dated 7 May 2015 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 26 June 2015; a Cease and Desist note was placed on the account on 27 April 2016 at our member’s request. We 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  B. W[redacted] at ###-###-####, extension 48267 between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 20 May 2015 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.  Lindsay D[redacted],...

Supervisor, Debit Card Dispute, contacted [redacted] by telephone on 17 June.  [redacted] advised Ms. D[redacted] that he has filed his dispute with [redacted], the financial institution which holds the account into which he was attempting to make a deposit.  Ms. D[redacted] confirmed that this is the correct procedure in this instance, and that [redacted] will be responsible for recovering the funds in question via the dispute process.

The following references the complaint we received on 31 March 2014 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint...

was assigned an ID number of [redacted]. 
 
According to our records, our member’s loan was posted on 8 July 2013.  On 25 November 2013, the loan was converted to a signature loan with a higher interest rate due to our non-receipt of the title.  On 11 March 2014, we received the title and the interest rate on the loan was reverted to the original Annual Percentage Rate of 2.969% effective 11 March 2014.  As a one-time courtesy, our member’s interest rate has been reverted as of the conversion date of 25 November 2013. 
 
Follow-up questions should be directed to [redacted], Supervisor, Consumer Loan Services, by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.

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 Union. This is a slap in the face to all veterans who have served in the NAVY.
I am hoping that there are plans in the very near future to resolve this very insensitive rejection of those who served proudly.

[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]
 
From: [redacted] <[redacted]>Date: Tue, Jul 28, 2015 at 11:25 AMSubject: #[redacted]To: [redacted]Hi,Navy Federal Credit Union has resolved the issue. I think that the loan department separate from Navy Federal' s other departments need customer service training.[redacted] Claim# [redacted]

The following references the complaint we received on 20 April 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed [redacted]’ concerns.  When a member’s...

loan becomes past due, we may restrict his or her access to our electronic services and direct the member to contact us so that payment arrangements can be made and further consequences to both the member and the credit union resulting from the delinquency can be avoided.  The member has the option of requesting that the restriction be lifted temporarily to allow a specific transaction to be made.  However, the restriction will be permanently removed only when the account is brought current.   Since [redacted] appears to be experiencing financial difficulty, we recommend that he call us toll-free at ###-###-#### to discuss repayment options and other assistance we may be able to provide.  He may ask for Luticia C[redacted], Supervisor, Mortgage Collections, at extension [redacted]; she is available between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 22 April 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has researched our member’s concerns.  On 17 April,...

Luticia C[redacted], Supervisor, Mortgage Collections, attempted to reach [redacted]; however, she was unsuccessful.  When a member’s mortgage account becomes past due, his or her online access may be restricted.  [redacted]’s mortgage account now reflects a paid off status, and his online account access has been restored. Should he have any questions, [redacted] may contact Ms. C[redacted] at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 4 March 2015, submitted by our member, [redacted] We have researched the concerns presented in our member’s complaint. Aggie S[redacted], Manager, Early Stage Collections, contacted [redacted]...

on 10 March. Our records indicate that on 29 January 2015, [redacted] account ending in number [redacted], on which [redacted]’ name appears as joint owner, became overdrawn. On 3 March, after the account had been overdrawn for a period of at least 30 days, Navy Federal transferred $208.73 from [redacted]’ individual [redacted] account ending in number [redacted] to the joint [redacted] account to reduce the overdrawn amount. This action was taken in accordance with Navy Federal’s Membership/Savings/[redacted] Disclosure Statement, which states the following under the section entitled Joint Ownership: The owner and joint owner (if any) agree to be jointly and severally liable for negative balances on any accounts in which either or both owners have an ownership interest, including any overdrafts, regardless of the cause, and agree to immediately deposit sufficient funds to cover the negative amount of the overdraft. The owner and joint owner (if any) agree that Navy Federal has the right to transfer funds from any accounts, in which either have an ownership interest, to correct a negative or overdrawn amount on any account on which either of their names appear. The owner and joint owner agree to reimburse Navy Federal for all costs of collection, including reasonable attorney’s fees. A copy of the Disclosure Statement is attached for your review. The joint [redacted] account remains overdrawn by $337.77. Further review of our records confirms that [redacted] was listed as an authorized user of [redacted]’s credit card account. An authorized user may make charges and request information on the account but is not responsible for repayment of the balance. [redacted] was removed as authorized user of the account on 5 March 2015. We have confirmed that no transfers were initiated by our Collections Department from [redacted]’ individual [redacted] account to the credit card account. [redacted] will not be contacted regarding the credit card account again. Navy Federal team members are instructed to maintain a courteous and professional manner with our members at all times; we regret this is not consistent with our member’s experience. As mentioned by Ms. S[redacted], if our member is experiencing financial difficulties at this time, she may wish to take advantage of Navy Federal’s Personal Finance Counseling service. This free and confidential service is available to all members; to speak to a Financial Counselor she may call ###-###-####, from 8:00 a.m. to 4:30 p.m., Monday through Friday. Any questions regarding this matter may be directed to Ms. S[redacted] at ###-###-####, extension 81515, between the hours of 9:00 a.m. and 5:30 p.m., Eastern 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

The following references the complaint we received on 3 April 2015 from the Revdex.com on behalf of [redacted].  The complaint was assigned an ID number of [redacted].   [redacted] is not a Navy Federal member; therefore, we cannot discuss the details...

of a loan file with her.