Navy Federal Credit Union

The following references the complaint we received on 1 September 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.  On 2 September, Linda...

T[redacted], Supervisor, Loan Officer, spoke with [redacted] and was able to advise him that we had changed the terms of his loan from 60 months to 72 months.  The interest rate of 5.8% per annum remains the same; his new monthly loan payments are $413.90.  A corrected Promissory Note has been sent to our member via [redacted].  We will use this situation in our training to ensure that other members will not be similarly inconvenienced.Should [redacted] have any questions, he may contact Ms. T[redacted] at ###-###-#### between 1:30 p.m. through 9:00 p.m., Central time, Sunday through Thursday.

The following references the complaint we received on 31 October 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 concern.  On 20 October 2016, Mr. [redacted] applied for a 100% Financing First Mortgage loan via Navy Federal Online Banking. During 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 8:30 a.m. and 5:00 p.m., Eastern time, weekdays.

The following references the complaint we received on 5 May 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. [redacted]
size="3">.  The complaint was assigned an ID number of [redacted].
 
We have thoroughly researched the concerns presented in our member’s complaint.  Joel C[redacted], Assistant Manager, Early Stage Collections, attempted to reach Mr. [redacted]; however, he was only able to leave a message.  Through our review of this matter, we concluded that Navy Federal has not misinformed Mr. [redacted] regarding his used vehicle and personal loan accounts.  However, we refunded two late payment fees of $29.00 each to his savings account as a courtesy.
 
Mr. [redacted]’s loans remain past due.  Although both accounts were brought current by our Personal Finance Management staff in March, the first payments received were reverted to [redacted] Bank; should he have any questions about the return of the funds, Mr. [redacted] should contact [redacted] Bank.  At this time, both loans are past due and no other adjustments will be made.  Furthermore, while we strive to work with our members when they encounter financial hardship, we do not provide the type of compensation requested by our member.
 
If Mr. [redacted] has any questions, he may contact Mr. C[redacted] at ###-###-#### between 8:30 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 14 July 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted]. On 15 July, Alan A[redacted], Business Operations...

Specialist, spoke with Mr. [redacted] and offered apologies for the misunderstanding.  Navy Federal has honored our member’s rewards points redemption request and a credit has been applied to his credit card account. Should Mr. [redacted] have any questions, he may call John P[redacted], Assistant Manager, Credit Card Servicing, at ###-###-#### between 8:00 a.m. and 4:30 p.m. weekdays.

this people charge you money unfairly and unjustly.
you have money on ur account and a few days later the transaction goes thru if u donot have money theyll charge u.
even tho when u made the purcharse
u did had money.
they say it dosent matter....
I tell them that in tthe order that I did the purcharses I did had money....
they tell me it doesent matter and what matters is the order of the transaction.
so they still charge u

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 6 May 2014, submitted by [redacted]. [redacted].
 
We have researched the concerns presented in [redacted]. [redacted]’s complaint.  Navy Federal offered a Friends and Family membership referral campaign in April 2014.  During the campaign, [redacted]. [redacted]’s account was opened in good faith. Subsequent to her account being opened, we learned that her sponsor’s eligibility could not be verified, which caused [redacted]. [redacted]’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.S. Department of Defense (DoD) and U.S. Coast 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 [redacted]. [redacted]’s sponsor; however, these attempts have been unsuccessful.  Therefore, we are unable to extend membership to [redacted]. [redacted] at this time.
 
If [redacted]. [redacted] has any questions, she may contact [redacted], Supervisor, Membership, directly at ###-###-####.

The following references the complaint we received on 13 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.  On 13 April,...

Patrick M[redacted], Manager, Mortgage Production, spoke with [redacted] regarding the handling of her mortgage application.  We strive to provide superior service at all times and we regret that we did not meet those expectations in this instance.  The staff members involved in [redacted] loan have been counseled as to our policies and procedures. The appraisal fee of $450.00, the credit report fee of $11.00 and the termite inspection fee of $55.00 have been refunded to [redacted].   Should our member have any questions, she may call Mr. Mason at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

This is in reference to the follow-up complaint we received on 24 March 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was originally assigned an...

ID number of [redacted]. Navy Federal has reviewed our member’s concerns.  It appears that [redacted] became the victim of an internet scheme involving a worthless check which, we confirm, he deposited to his Navy Federal checking account.  Although we are sympathetic to his situation, the liability rests with our member; he is responsible for the items deposited to his account. We regret that when [redacted] attempted to receive information concerning his account, he was not afforded the efficient, courteous service he deserved.  Navy Federal strives to provide excellent service at all times.  In addition, we regret that we failed to not reply to [redacted] initial letter to the Revdex.com on 3 July 2014.

The following is in response to the follow-up complaint we received on 21 August 2015 from the Revdex.com on behalf of [redacted]. The complaint was originally assigned an ID number of [redacted].
We have researched our member’s loan account ending in [redacted] and have found that the loan was extended on three separate occasions: 20 November 2012, 21 February 2014 and 9 March 2015. [redacted] is claiming that the extension granted on 9 March 2015 was completed without her knowledge. Navy Federal is conducting an investigation into this claim. In addition, Navy Federal acknowledges that [redacted] does not wish us to cease all communication with her via telephone.
Chip S[redacted], Manager, Collections, spoke with [redacted] on 31 August 2015. At that time, [redacted] requested the payment history of the loan accounts ending in [redacted], [redacted] and [redacted]. [redacted] also advised Mr. S[redacted] that she could no longer afford the current monthly payments on the [redacted] loan and requested that the loan be refinanced with lower monthly payments. Per [redacted]'s request, the refinance was completed on 31 August 2015.
We apologize for any inconvenience our member experienced in her phone conversations with us. Navy Federal calculates interest on consumer loans using the simple interest method. Each time a payment is received we satisfy the interest due first and apply the remainder of the funds toward the principal. There is never any pre-payment of interest. The amount of interest gradually decreases as the principal balance is reduced. Interest is calculated daily on the unpaid principal balance from the last payment to the current payment. According to our records:On 9 April 2015, a payment of $176.00 was made and was applied to principal. On 5 June 2015, a payment of $150.00 was made and was applied to interest. On 30 June 2015, a payment of $150.00 was made and was applied to interest. On 28 July 2015, a payment of $175.00 was made and was applied to interest. On 11 August 2015, a payment of $125.00 was made and was applied to interest. On 13 August 2015, a decrease accrual adjustment was made in the amount of $397.93 which was credited to principal. On 24 August 2015, a payment of $200.00 was made; $64.32 was applied to interest and $135.68 was applied to principal.
The following information is in regard to the payments made by our member through Automated Clearing House:A payment in the amount of $300.00 was made on 28 July 2014 (due to the age of the transaction, there is no trace number available). A payment in the amount of $175.00 was made on 26 August 2014, with a trace number of [redacted]. A payment in the amount of $185.00 was made on 28 August 2014, with a trace number of [redacted]. A payment in the amount of $50.00 was made on 2 October 2014, with a trace number of [redacted]. A payment in the amount of $400.00 was made on 16 October 2014, with a trace number of [redacted]. A payment in the amount of $100.00 was made on 26 November 2014, with a trace number of [redacted].A payment in the amount of $150.00 was made on 11 December 2014, with a trace number of [redacted]. A payment in the amount of $125.00 was made on 17 December 2014, with a trace number of [redacted]. There were no payments made between 17 December 2014 and 5 February 2015. A payment in the amount of $300.00 was made on 5 February 2015, with a trace number of [redacted]. A payment in the amount of $200.00 was made on 12 February 2015, with a trace number of [redacted]. A payment in the amount of $125.00 was made on 23 February 2015, with a trace number of [redacted].
Attached is a copy of [redacted]’s loan payment history. Follow-up questions should be directed to Mr. S[redacted] by calling ###-###-#### 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 23 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
We have reviewed Mr. [redacted]’s concerns and have reached out to him to discuss...

this matter. On 25 April, the section manager of our [redacted]’s Mortgage branch spoke with our member to explain the requirements for the re-inspection of the property and to let Mr. [redacted] know that Navy Federal would cover the cost of this re-inspection. We regret the frustration our member experienced in this situation, and we counseled the loan officer involved to prevent a recurrence of these events.
We appreciate Mr. [redacted]’s allowing us the opportunity to address these issues.

The following references the complaint we received on 7 April 2015 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
According to our records, on 7 October 2014, [redacted] telephoned Navy Federal...

to request to add [redacted] as an authorized user to his credit card account. A letter was sent to advise that [redacted] was added as an authorized user. The letter also advised that [redacted] will be solely responsible for all charges made by the authorized user, and for the repayment of the balance. It also advised [redacted] that the credit history related to the [redacted] cashRewards account will be reported to the credit bureaus in the names of all cardholders.On 2 April 2015, [redacted] telephoned Navy Federal to request to have [redacted] removed as an authorized user from his [redacted] cashRewards account. A letter was sent to advise that [redacted] had been removed as an authorized user. On 3 April 2015, a credit bureau report update was submitted to reflect the removal of the authorized user from the [redacted] cashRewards account.
Follow-up questions should be directed to John P[redacted], Assistant Manager, Credit Card Lending, by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday.

I have been with NFCU since 1986 and I have been with them so long because they provide wonderful customer service and excellent banking service. Absolutely the best. Love NFCU.

I would like to say thank you very much. I really appreciate it and I can see this shows you really care about your customers. Thanks
[redacted]

The following references the complaint we received on 11 November 2016 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 concern. On 14 November...

2016, Karen C[redacted], Manager, Repossession, spoke with Mr. [redacted] regarding his account. Ms. C[redacted] informed him that the repossession agent, [redacted] Recovery, was provided with his contact information and that they will contact him to make arrangements to pick up his personal property. We understand that Mr. [redacted] has made an appointment with the agent. Ms. C[redacted] also advised our member that since the repossession and storage fees are charged by the agent, we will not refund them.
Mr. [redacted]’s vehicle is stored at an auction; however, the allotted timeframe to retrieve the vehicle expired on 21 November. The vehicle will be scheduled for sale. Once the vehicle is sold, all expenses will be deducted from the sale proceeds and the balance of the check will post to the loan balance. Mr. [redacted] will be informed of the sales results after the vehicle is sold.
Should Mr. [redacted] have any further questions, he may contact Ms. C[redacted], at ###-###-####, extension 48735, between the hours of 8:00 a.m. and 2:30 p.m., Eastern time, weekdays.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 6 July 2015, submitted by our member, [redacted].We have researched the concerns presented in [redacted]’s complaint regarding credit reporting for his [redacted] credit card...

account.  Brianna C[redacted], Supervisor, Collections, attempted to contact [redacted] by telephone on 8 July; however, she wasonly able to leave a voicemail message.  Our member’s February 2015 statement reflected a minimum payment of $138.00 due on22 March.  No payment was received, and the next statement, which was issued on 25 March, reflected a past due amountof $138.00 and a minimum payment of $29.00 due by 22 April.  A payment of $141.00 was received on 30 March; the payment appears on the April statement, along with a past due amount of $138.00 and a minimum payment of $278.00 due on 22 May.  No payment was received until 29 June, in the amount of $150.00.  As this information was accurately reported to credit reporting agencies, no adjustment will be made.  However, we will report the account to the credit reporting agencies as "disputed."  The account will continue to be reported as "disputed" until our member notifies us to stop.  If [redacted] wishes to pursue this matter further, he may submit his dispute directly to the credit reporting agencies.  Navy Federal reports to the following nationwide credit reporting agencies:  [redacted] Credit Information Services at www.[redacted].com or P.O. Box [redacted], Atlanta, GA [redacted] Consumer Solutions at www.[redacted].com or P.O. Box [redacted], Chester, PA [redacted], Inc., Consumer Assistance Center at www.[redacted].com or P.O. Box [redacted], Allen, TX [redacted] Consumer Assistance at www.[redacted].com or P.O. Box [redacted], Pittsburgh, PA [redacted].We note that [redacted]’s used vehicle loan reflected a due date of 8 July 2015.  In an effort to assist our member, we have extended the due date to 8 September 2015.  The loan account now reflects a current status.  We have confirmed that all restrictions have been removed from our member’s account. If [redacted] has any questions, he may contact Mrs. C[redacted] at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern Time, Monday through Friday.

Thefollowing references the complaint we received on 27 July 2015 from the BetterBusiness Bureau on behalf of Navy Federal member [redacted] J. [redacted].  The complaint was assigned an ID number of[redacted].  NavyFederal has reviewed our member’s...

concerns. The Manager and Regional Manager of our Mortgage Operations Branch spokewith Mr. [redacted] on 28 July and 29 July to discuss this matter.  On 22April, when Mr. [redacted] applied for a mortgage loan, his application reflectedhis active duty pay; however, on 28 April, he advised our representative thathe would be separating from the U.S. Marine Corps.  Once we received a letter from his newemployer stating his projected monthly salary, we found that our member’sdebt-to-income ratio was outside of our lending guidelines.  At that point, we were unable to approve amortgage for Mr. [redacted].  As acourtesy, we refunded the $400.00 fee that Mr. [redacted] had paid for therequired property appraisal.  Asour team members discussed with Mr. [redacted], Navy Federal did not require ahome inspection.  In light of this, wewill not be reimbursing him for the home inspection costs.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 27 January 2015, submitted by our member, [redacted]. On 20 February, Thomas R[redacted], Manager, Personal Finance Management, contacted [redacted] to discuss the concerns presented in...

his complaint.  Our member was then connected with Donna C[redacted], Personal Finance Specialist II, to complete a financial counseling session.  In order to assist our member, Navy Federal has agreed to a payment plan for his credit card account for a period of 12 months.  His monthly payment amount has been reduced from $344.00 to $175.00, with the next payment due on 18 April 2015, and the Annual Percentage Rate has been reduced from 16.9% to 6%. To further assist our member, the following amounts have been refunded to his checking account:  $116.00 for returned check fees for Automated Clearing House transactions, $58.00 for non-sufficient funds fees and $60.00 for Optional Overdraft Protection Service (OOPS) fees.  In addition, we have waived late fees of $20.00 each which were assessed to his credit card account on 28 July, 28 August and 29 December 2014. Fees will not be refunded to [redacted] in the future unless they are incurred as a result of our error.  In order to avoid fees associated with returned items, we request that he ensures that sufficient funds are on deposit and available for use before issuing payments or authorizing transactions.  Since our member is enrolled in OOPS, each time funds from OOPS are used, a $20.00 fee will be assessed.  [redacted] may opt out of OOPS at any time.  We have attached a copy of Navy Federal’s “What You Need to Know About Overdrafts and Overdraft Fees,” as well as our Schedule of Fees and Charges for your reference. If [redacted] has any questions, he may contact Mr. R[redacted] at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 6 April 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. Annmarie W[redacted], Manager, Mortgage Operations, contacted [redacted]...

by telephone on 6 April to discuss his concerns regarding his recent mortgage loan request. During the initial mortgage loan application process, [redacted]’s request was denied because his application did not meet the U.S. Department of Veterans Affairs (VA) and our criteria for creditworthiness. He was advised that his debt-to-income ratio exceeded VA and Navy Federal lending guidelines for the loan amount sought. Subsequently, [redacted] applied for a car loan refinance with the goal of lowering his monthly debt payments. In January 2015, [redacted] submitted another mortgage loan application. Navy Federal issued a counteroffer for a lesser loan amount. Letters advising [redacted] of our credit decisions for his mortgage loan requests were sent to his address of record. It is our understanding that during their conversation, Ms. W[redacted] advised [redacted] that he is welcome to reapply or seek financing of any kind with us at any time. If [redacted] has any questions regarding this matter, he may contact Ms. W[redacted] at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following is in response to the complaint we received on16 July 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of [redacted].  When a deposit is made at a Co-op ATM, the deposit is...

subject to a five-business-day hold beginning on the date the check is posted. Checks deposited before 10:00 a.m., Eastern Time, will post the same business day.  Checks deposited after10:00 a.m., Eastern time, will post the following business day. According to our records, [redacted] is enrolled in Navy Federal’s Mobile and Scan Deposit services. These services allow our members to have faster access to deposited funds than using a Co-op ATM.  For furtherinformation and funds availability in regard to Mobile and Scan deposits, our member should visit the navyfederal.org home page, click on the Products & Services tab, then click Checking & Savings and finally clickon the Mobile & Scan Deposits link.To find the ATMs closest to her location, our member can visit navyfederal.org and click on the Branches& ATMs link at the top of the page.  Next, our member should enter in her zip code and click on Search.  This automatically displays the closest ATMs in a 30-mile radius.  To find the closest ATM that accepts deposits, she can click on the box next to Deposit-Taking Only and under Distance, select five miles, then click on Go.  When a member reports a billing error/dispute to Navy Federal, we have a period of up to ten days to issue a provisional credit to our member.  The charge must first post to the member’s account for a dispute claim to be filed and provisional credit to be issued, if applicable. Our records show [redacted] last used Navy Federal’s Web Bill Pay Service in March 2015 to make a payment.  However, the item was returned due to insufficient funds.  To ensure an item will be paid, sufficient funds need to be on deposit and available for use for the item to clear the account.  Follow-up questions should be directed to Patricia W[redacted], Savings and Checking Operations Specialist, by calling ###-###-####, extension 74363, between the hours of 6:00 a.m. and 4:30 p.m., Central time, Monday, Wednesday,Thursday and Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 23 July 2015, submitted by our member, [redacted].
Navy Federal has thoroughly reviewed our member’s concerns. Our investigation was completed on 7 July 2015 and a written notice was...

sent to [redacted] to advise of the decision of the claim.
The claim was denied because through our investigation we concluded that no error occurred based on our analysis of the member’s account activity.
Questions related to this claim can be directed to Amanda D[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, between the hours of 7:30 a.m. and 4:30 p.m., Eastern time, Monday through Friday.