Navy Federal Credit Union

[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:They finally release the money. The company was trying to hold my money for no reason. I deposit a check for a friend because they were unable to make it to the bank. I didn't know what kind of check it was. Someone told them they won some money and they had to send some back. It's not my fault that I didn't know what kind of check it was. I never wanna deal with Navy Federal Credit union again. They accuse me without having proof. 
[redacted]

The following references the complaint we received on 14 August 2015 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 14 April, [redacted] called Navy...

Federal to dispute a debit made by [redacted] for a hotel reservation which had posted to his account on 13 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 $105.37 was placed on his account on 15 April; however, our review of his claim found that no error had taken place with respect to the transaction.  Therefore, on 15 June, a letter was sent to [redacted] advising of the results of the investigation and that the provisional credit would be removed. On 29 July, the credit was removed and, on 1 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 $105.37 was applied to his checking account on 14 August in the interest of member service.

The following references the complaint we received on 5 August 2014 from the Revdex.com on behalf of Navy Federal member [redacted].  The...

complaint was assigned an ID number of [redacted].
 
Navy Federal has thoroughly investigated our member’s concerns.  We found that [redacted]’s mortgage concerns earlier this year were not escalated properly to a Regional Manager.  His complaints should have been acknowledged once he had voiced the initial issues regarding the service that he received.  Internal procedures have been reiterated to our staff to ensure that events like this do not recur.  On 28 May 2014, a representative returned a call to [redacted].  Unfortunately, the staff member was only able to leave a voice mail message; when [redacted] did not respond, an assumption was made that any concerns our member had had been resolved.  No other calls were made or received regarding his mortgage transactions.
 
On 15 July 2014, [redacted] visited a branch office, located in [redacted], Maryland, to deposit checks which were made payable to both him and [redacted].  However, [redacted] did not endorse the checks in question.  Although our member stated that by Maryland law he could sign the items for [redacted] he was advised that she must endorse the checks.  [redacted] then left the office and returned later with the checks, each of which appeared to have a forged endorsement.
 
Should [redacted] have any questions concerning his mortgage, he may call Ann C[redacted], Regional Manager, at ###-###-####, between 9:00 a.m. and 5:00 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 31 March 2014, submitted by our member, [redacted]. [redacted].
 
We have researched the concerns presented in our member’s complaint.  [redacted], Shift Supervisor, Collection Control, attempted to contact **. [redacted] on 31 March; however, her attempt was unsuccessful.  When a member has one or more accounts in a past due status, some electronic services may be restricted.  When such a restriction exists, members will have limited views of their accounts at Navy Federal’s Online Account Access.  The “Transfers” tab is replaced with a “Payment” tab, which will allow payments to be set up for the delinquent accounts.  Once the accounts are paid current, the restriction will automatically be removed within 24 hours.
 
We are aware that some transactions are not showing while a delinquent account restriction exists.  We are currently working to improve our online Collections system, to allow members with delinquent accounts to view all transactions.  We regret any inconvenience this may have caused our member, and appreciate his patience during our efforts to complete these online improvements.
 
If **. [redacted] has any questions, he may contact Joel Cooper, Assistant Manager, Class O Delinquency/Training, toll-free at [redacted], extension [redacted], between the hours of 9:00 a.m. and 5:30 p.m., Eastern time, Monday through Friday.

We have been a member of Navy Fed for almost 20 years. We have had nothing but positive service until now.We applied for a equity loan in July 2016, our processor was Christian M[redacted]. Once all paperwork was issued to him for the loan within approximately 5 days. He repeatedly requested the same and additional information which continued for 2 months. After a period of a month with no correspondence by email, Mr. M[redacted] cancelled our loan. A phone call was made to Mr. Maraz and a second loan was reopened within one day. The new loan was issued and required an addition credit inquiry. At this time Mr. M[redacted] stated that the loan was submitted to underwriting. With in the week we received a copy of our credit reports from NFCU stating reasons for loan denial. There are 5 rejection codes typed on the report per each credit company. I conducted my own inquiry of our credit reports and the at risks on the report are: too many inquiries, all 3 inquiries on the reports are from NFCU. Second, Two revolving credit limits are above ratio, this is due to a tax payoff guidance from Mr. M[redacted]. The other three negative effects are biased and completely dishonesed.
I will continue to use NFCU for all of my everyday banking, however this changes my opinion on who NFCU qualifies for employment at their loan department.

The following references the complaint we received on 20 July 2015 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...

concerns.  On 19 November 2014, [redacted] filed for unemployment benefit activation.  Arequest for documentation was sent to [redacted] on 20 November.  When the required documentation was not returned, another request was sent on 20 December, along with a statement that the claim would be closed within 30 days of the date of the letter if [redacted] did not comply with the request.  Copies of the letters sent to [redacted] are attached. On 22 March 2015, [redacted] submitted another request for unemployment benefit activation.  [redacted], a representative of our claims administrator, [redacted] Insurance Agency, recently attempted to contact [redacted] to discuss his benefit activation request; as she wasunable to reach him, she left a message with her contact information.  To discuss his request for benefit activation, and the documentation required to review his claim, we ask that [redacted] call [redacted] at ###-###-####. When  the [redacted] account was six months past due on 26 June 2015, the outstanding balance was charged off.  We correctly reported the status of the account to the four consumer reporting agencies, [redacted] and [redacted].  We will note this account as “Consumer disagrees” in our submission to the credit reporting agencies; this designation will continue to be reported each month until [redacted] notifies us to stop.[redacted] can contact Counselor C. E[redacted] to discuss the options for resolving his account. Once the account is either settled or paid in full, Navy Federal will submit an update to the four consumer reporting agencies to reflect this information.  Ms. E[redacted] can be reached at ###-###-####,extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 June 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. William G[redacted], Contact Center Resolution Specialist, spoke with [redacted]...

[redacted] on 16 June and attempted to contact her again on 17 June; a voicemail message was left for her on that date. According to our records, our member’s Checking Line of Credit (CLOC) was restricted on 8 April 2015 due to the past-due status of the account; statements were issued to [redacted] for April and May which reflected the delinquent status. The account was subsequently closed. In the interest of member service, the CLOC has been reopened and is available for Ms. Simmons’ use. Any questions regarding this matter may be directed to Mr. G[redacted] at ###-###-####, between the hours of 5:30 p.m. and 2:00 a.m., Central time, Sunday through Friday (flex-schedule days).

This is in reference to the follow-up complaint we received on 5 January 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was originally assigned an ID number of [redacted].
 
We have reviewed the recording of the phone call in question again; we maintain that our representative acted in line with our policy of releasing credit card authorization holds only after confirming the merchant’s cancellation of the transaction. We also note that our representative provided a $20.00 credit to the account, to allow [redacted] to make his desired transaction.
 
We strive to provide excellent service to our members, and only disconnect calls when we have exhausted all our options. In this instance, our representative attempted several times to explain our policy regarding authorization hold releases. When it became clear that [redacted] was not receptive to this information, our representative disconnected the call after asking if there were other matters she might assist  him with, and then advising [redacted] that she would disconnect the call, as there was nothing further with which she could help him.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 16 February 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. On 11 November 2015, [redacted] submitted a credit...

card application via telephone. A credit card agreement and disclosure accompanied the credit card which advised that balance transfers have no grace period and interest charges begin accruing immediately. The 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 1 February 2016, the rate is currently 15.24%.
On 20 November 2015, a payment in the amount of $2,000.00 posted to [redacted]’s credit card which resulted in a $2,000.00 credit balance on her account. During the period of 19 November 2015 through 23 November 2015, multiple purchase transactions posted to [redacted]’s credit card totaling $4,361.80. These transactions deducted from the $2,000.00 credit balance, resulting in a balance owed in the amount of $2,361.80. On 24 November 2015, a balance transfer in the amount of $1,900.00 processed to [redacted]’s credit card bringing the total balance owed to $4,261.80. On 25 November 2015, a purchase transaction in the amount of $9.99 posted to the account; in addition, an interest charge of $2.38 was assessed due to the balance transfer. This brought the total 26 November 2015 statement balance to $4,274.17.
Of the $4,274.17 November statement balance, $2,371.79 was owed in purchases at 14.99% and $1,902.38 was owed in cash advances at 14.99%. The following interest charges have been assessed to date: $2.38 on 26 November 2015, $23.74 on 26 December 2015, $23.74 on 26 January 2016, and $23.05 on 26 February 2016. The remaining balance from the $1,900.00 balance transfer is $1,607.31, and interest will continue to accrue on that balance until it is paid in full. Navy Federal does not assess a balance transfer processing fee.
As requested, on 1 March 2016, Navy Federal credited [redacted] for her payment which posted to her credit card account on 20 November 2015 in the amount of $2,000.00. 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 [redacted], between the hours of 7:00 a.m. to 3:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 23 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 our member’s concerns.  Our research has...

confirmed that there were lapses in communicating with [redacted].  Although she wanted to close her mortgage loan prior to 24 April, this was not feasible because the house was not yet complete.  We regret that we did not make her aware of this situation in a timelier manner which led to inconvenience as well as stress.  The staff members involved have been counseled regarding this issue.  Our records indicate that the loan was closed on 24 April.   Should [redacted] have any questions, she may call Tony H[redacted], Mortgage Operations Regional Manager, at ###-###-#### between 8:00 a.m. and 5:00 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 28 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint regarding the processing of his Home Equity Line of Credit...

request. Johnna S[redacted], Manager, Equity Processing and Closing, contacted [redacted] by telephone on 30 July and 3 August. She explained that the documents which our member and his wife were asked to sign are required by the State of North Carolina, and did not give our member’s wife ownership in the property. We regret that information to the contrary was inadvertently provided to [redacted]. The appraisal fee of $420.00 was refunded to our member’s savings account on 11 August in accordance with his request.
If [redacted] has any questions, he may contact Ms. S[redacted] at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

[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 don't think the situation was handled correctly at all. It was a big fight and I felt like I was neglected as a customer because the employee who was investigating my case wanted to go to vacation. I still want an apology for that. I have had to call many many times and I felt like my integrity was constantly questioned. I don't want other military members to feel like their money isn't safe like I do!
Regards,
[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 21 November 2016, submitted by our member, [redacted]. [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. Navy Federal strives to provide efficient, accurate,...

and responsive service to our members at all times, and we regret that our member was not satisfied with her experience. On 25 and 29 November and 1 December, our representative attempted to contact Miss [redacted] by telephone, but she was only able to leave voice messages.
We have concluded that our Contact Center representative acted appropriately and professionally and that no Navy Federal error occurred. Our records indicate that, since June 2016, as a courtesy, Navy Federal has waived over $100.00 in fees for Miss [redacted]. However, as a courtesy on 25 November we credited Miss [redacted]’ checking account for the $29.00 non-sufficient funds fee debited from her checking account on 17 November.
If Miss [redacted] has any questions, she may contact Kirstie L[redacted], Supervisor, Contact Center Resolution, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. to 3:30 p.m., Eastern time, Monday through Friday.

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 29 December 2015 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 concerns. Ahmund Y[redacted],...

Supervisor, Collections, attempted to reach [redacted] on 11 January 2016; however, he was only successful in leaving a message. When 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 obligation. We have temporarily suspended the delinquent account transfers to allow us to work with [redacted] to come to an equitable solution to her financial difficulties. In addition, we have refunded a total of $234.00 in correctly assessed returned item fees to her checking account and have reversed a delinquent account transfer of $82.28 to her savings account.
The $29.00 fees that [redacted] mentioned were late payment fees assessed when a loan is overdue by ten days. The 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 balance. These fees are not related to delinquent account transfers.
We encourage [redacted] to call our Personal Finance Management Branch at ###-###-#### between 8:00 a.m. and 11:00 p.m., Eastern time, weekdays or between 9:00 a.m. and 5:30 p.m., Saturday and Sunday.

The following references the complaint we received on 14 April 2015 from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed the concerns of our member.  On 15...

April, JoAnne M[redacted], Supervisor, Bankruptcy Accounts, called [redacted] but was only successful in leaving a message.  During a previous telephone call with our member, he was asked to provide a copy of his statement which reflects the transaction he questioned; to date, the copy has not been received.   We have confirmed that the last payment made to our member’s consolidation loan was a $631.51 Automated Clearing House (ACH) credit received on 20 February 2015; although [redacted] arranged that transaction, no additional such ACH transfers have been set up.  No funds were deducted or transferred from his savings or checking account on 16 March; in addition, we have no record of attempting to debit funds at another financial institution with which [redacted] is affiliated.  Furthermore, there are no SpeedPays set up for his loan.  Attached are copies of his 20 March statements which reflect his savings and checking accounts as well as his loan. Should [redacted] have any questions, he may call Ms. M[redacted] at ###-###-####, extension [redacted], between 9:00 a.m. and 5:30 p.m., Central time, weekdays.

The following is in response to the complaint we received on 26 August 2015 from the BetterBusiness Bureau on behalf of [redacted]. The complaint was assigned an ID numberof [redacted].Steve T[redacted], Assistant Vice President, Collections, contacted [redacted] on 24September...

2015. Upon receiving a Power of Attorney from [redacted], they went overseveral options to repay the loan or settle the loan in full. [redacted] chose to refinance theloan with payments she and her husband could afford.If [redacted] has additional questions, she may contact Mr. T[redacted] by calling [redacted] between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 26 October 2015 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 concerns. Our records indicate...

that [redacted] was issued a used vehicle loan on 13 February 2009. When the loan became past due in 2012, we advanced the payment due date so that her allotment would maintain the account in a current status. However, at that time, two overdrawn checking account balances in our member’sname had been charged to our reserves; therefore, in accordance with our normal procedure to reduce the amounts of the losses suffered by our membership, a portion of the allotment funds was credited against the overdrafts. In addition, funds in our member’s savings account were withdrawn which prevented those funds being transferred to the loan.On 5 May 2014, [redacted] advised us that the collateral which secured the loan had been declared a total loss after being involved in an accident. Although insurance proceeds of $8,190.42 were credited to the loan on 23 May, the funds did not pay the loan off. Since no funds were received after that date, the remaining loan balance was charged to our reserves on 28 January 2015. Weverified that we reported accurate information to the credit bureaus; therefore, we will not request a change to [redacted]’s credit report.
Should she have any questions, [redacted] may call Wade P[redacted], Assistant Manager, Recoveries,at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 20 January 2015, submitted by our member, [redacted].We have researched the concerns presented in our member’s complaint. Joela A[redacted], Mortgage Default Specialist III, contacted [redacted] by telephone on 28 January. A periodic statement for [redacted]’s mortgage account has been mailed to his address of record.If [redacted] has any questions, he may contact Ms. A[redacted] directly at ###-###-####, between the hours of 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 19 May 2014, submitted by our member, [redacted].
 
[redacted], Contact Center Resolution Specialist, spoke with our member on 23 May to discuss the concerns presented in his complaint.  We apologize to **. [redacted] for the frustration and inconvenience he experienced while attempting to complete his [redacted] transaction on 16 May.  Navy Federal strives to provide efficient and prompt service to our members at all times, and we regret this is not consistent with **. [redacted]’s experience.
 
Navy Federal considers the safety and security of our members’ information and accounts our priority.  Additional identification may be required for certain transactions, in order to protect our members’ assets.
 
We would like to thank **. [redacted] for bringing this matter to our attention.  His feedback will help us to identify areas which require additional training and attention.
 
If **. [redacted] has any questions, he may call our Contact Center any time toll-free at 1-888-842-NFCU (6328).  If he is overseas, he may call collect at ###-###-####.