Navy Federal Credit Union

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 19
January 2016, submitted by our member, [redacted]...

[redacted].
We have thoroughly researched our member’s concerns. Although [redacted] was aware that there were issues with the title of the property, on 21 January 2015 our member instructed Navy Federal to move forward with ordering the appraisal on the property, as he stated all repairs
needed on the property had been completed. However, the appraisal received on 5 February 2015
noted several repairs needed, and our member was notified that the Notice of Value had an expiration
date of 8 July 2015, in accordance with VA guidelines.
Due to delays related to issues with the title of the property, a new appraisal was needed as the
original appraisal had expired. [redacted] was advised that the appraiser in this case
was not selected by Navy Federal; a VA certified appraiser was assigned by the VA. The second
appraisal required additional repairs to be made; [redacted] appealed to Navy Federal
to have this requirement removed. Navy Federal followed VA procedure and submitted the appeal to
the appraiser, which was denied. The appraiser completed the required inspection of the repairs,
which he found unacceptable.
[redacted] reached out directly to the VA Regional Loan Center to express his
concerns. The VA completed an additional in-house review and removed the repair requirements,
and increased the property value as requested. Navy Federal followed VA requirements and will not
reimburse our member for repairs completed on his property.
Navy Federal was ready to proceed to closing prior to the rate expiration date. We note that [redacted] elected to have a Boundary Survey performed, which caused further delays
in the closing process, which resulted in a change to the rate. However, Navy Federal allowed our
member to price match a competitor’s market rate, and we offered a better rate than the competitor.
The loan closed on 4 November 2015. Navy Federal will not assume responsibility for any costs
associated with the Boundary Survey, as this service was not required by the credit union.
To compensate our member for issues at loan closing, we refunded his entire settlement fee of
$476.00 by check after settlement was completed. All required closing documents for the loan were
provided to [redacted], and we have confirmed that a copy of his Boundary Survey was
sent to him.
Navy Federal can find no evidence of unprofessional or incompetent behavior displayed by our
representatives during the processing of [redacted]’s loan application. Navy Federal
does not practice discrimination of any kind.

The following references the complaint we received on 4 June 2015 from the Revdex.com on behalf of Navy Federal member [redacted], II.  The complaint was assigned an ID number of [redacted]. Navy Federal has reviewed our records concerning Mr. [redacted]’...

claim.  We found that he established Navy Federal membership on 12 December 2003; at that time, he opened a savings account and a checking account.  On 14 April 2010, Mr. [redacted] closed his existing savings account and the balance was transferred to a new account which he opened.  Although it is our custom to place a hold on $5.00 of a member’s savings account balance, we did not take this action on the new account.  On 5 May 2010, Mr. [redacted]’ entire savings balance was transferred to his checking account.  Subsequently, monthly statements were sent to Mr. [redacted].  The statements indicated that the savings account did not reflect a balance and requested that the required $5.00 minimum be restored.   Should Mr. [redacted] have any questions, he may call Juliane Day, Supervisor, Membership, at ###-###-####.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 19 March 2015, submitted by our member, [redacted]. [redacted]. We have researched the concerns presented in our member’s complaint.  Our records indicate that on 2 November 2013, an application for a credit increase on Brian Jenkins’ Checking Line of Credit (CLOC) was processed.  The application reflected **. [redacted]’ name as the cosigner, along with notations advising that **. [redacted] agreed to be on the application and that she authorized a credit inquiry in her name.  The application was subsequently approved.  If this information is incorrect, and our member did not cosign for the CLOC increase, she may complete and return the attached Declaration of Forgery/Fraud. Any questions regarding this matter may be directed to Kathryn B[redacted], Supervisor, Consumer Loan Services, at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

[redacted]
 
  [redacted] 
[redacted]  
 
[redacted]...

[redacted]
* 
[redacted]Apr 6 (3 days ago)[redacted] Good morning -- Could Navy Federal have more time to provide a reply to this individual's complaint?  Thank you -- Annette K[redacted], Priority Mail, Navy Federal Credit Union

The following references the complaint we received on 1 December 2015 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 7 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 24 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 6
November 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.  Robert...

S[redacted], Assistant Vice
President, Security Operations Center, attempted to reach [redacted]; however,
he was only successful in leaving a message.  We determined that the restrictions placed on [redacted]’s account were
incorrect given the circumstances surrounding the return of the checks which she
deposited to her account.  The
restrictions she questioned have been lifted.  She now has access to her accounts via her [redacted] Check Card and Navy
Federal Online Account Access.  To
compensate for any inconvenience the account restrictions caused, a gift card
has been provided to [redacted].Should she have any questions, [redacted] may call Mr.
S[redacted] at ###-###-#### between 8:00 a.m. and 5:00 p.m., Eastern time,
weekdays.

The following references the complaint we received on 31 August 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.  We have confirmed that...

three fraudulent debits of $125.00, $125.00 and $124.42 were paid from [redacted]’s joint checking account on 18 August 2014.  We have therefore made a provisional credit of $374.42 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[redacted], Assistant Supervisor, Card Fraud Recovery, at ###-###-####, extension [redacted], between 6:00 a.m. and 2:30 p.m., Central time, weekdays.

This is in reference to a follow-up complaint, ID number [redacted], which was submitted by Navy Federal member, [redacted] Our records indicate that [redacted]’ name was removed as joint owner of [redacted]’s savings and [redacted] accounts on 26 March 2015 in accordance with her request. [redacted]’ [redacted] accounts ending in numbers [redacted] and [redacted] have been closed; the balance of $208.73 was transferred to her savings account on 26 March 2015. We are unable to close [redacted]’ savings account at this time because an active IRA account is open in her name. In order to close the savings and IRA accounts, it will be necessary for [redacted] to forward her request in writing along with tax withholding instructions for the IRA account. Our mailing address is Navy Federal Credit Union, [redacted] We regret that our member has chosen to close her accounts. If [redacted] has any questions regarding her IRA account, she may contact Andrea [redacted], Supervisor, Certificate and IRA Section II, at [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 15 April 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. On 8 April, $196.54 was transferred to Master Chief [redacted]’s past due...

loan from a savings account of which he is joint owner. This action was taken in accordance with Navy Federal’s Membership/Savings/Checking Disclosure Statement. A copy of the Disclosure Statement is attached for your review. In the interest of member service, the payment of $196.54 was removed from the loan account and credited back to the savings account on 20 April. If Master Chief [redacted] has any questions, he may contact Aggie S[redacted], Manager, Collections, at ###-###-####, extension 81515, between the hours of 9:00 a.m. and 5:30 p.m., Eastern time, Monday through Friday.

[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. I have no additional requests for NFCU. I am still dissatisfied with the level of service received throughout the process and find it unfortunate that it took approximately 2 months to get this resolved. I have no plans in the future to continue doing new business with Navy Federal nor will I make any additional referrals. I appreciate the actions taken to resolve the portions of my complaint that were resolved.  
Regards,
[redacted]

Worst bank ever!! They lie CONSTANTLY!!! They pulled money out of my savings account 3 separate times one on day which made me hit the 6 withdrawals a month mark. When I called to talk to the about it all I was told was I should've taken better care of my account and not let it go into overdraft. Then they'll tell you that your money will be available the next day when you do an edeposit on your mobile app but the next day it won't show through and their response is well you must have misunderstood the representative. They never take responsibility for their actions. When you call 90% of them are nasty and refuse to help you. They'd rather argue with you then help. Now I'm stuck with no money on a weekend because of their lies.

The following references the complaint we received on 8 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 the concerns presented in Ms. [redacted]’s complaint. According to our records, our member submitted a debit card fraud claim totaling $354.63 on 29 March 2016 and we determined that no error had occurred. A letter advising Ms. [redacted] of the outcome of our investigation was sent to her address of record. Our records do reflect that our member contacted us to discuss her claim following the decision, and our representatives have left several messages for Ms. [redacted] in response.
 
Should Ms. [redacted] have additional questions, or if she would like to receive a copy of the information used during our investigation, she may call Ms. D[redacted], Supervisor, Card Fraud Prevention, at ###-###-####. Ms. D[redacted] is available between the hours of 7:30 a.m. and 4:00 p.m., weekdays.
 
We note that Ms. [redacted]’s name is reflected in our records as [redacted] M. [redacted]-Cross. Should she wish to update the name we have on file, she may visit our website at navyfederal.org to print the necessary forms to complete and return to us. She may also call our Contact Center 24 hours a day, seven days a week to request the forms, at 1-888-[redacted] (6328).

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted].
Josh L[redacted], Assistant Manager, Credit Card Servicing, spoke with [redacted] on 1 February 2016 to discuss his concerns. Upon further review of the circumstances, the amount of $43.64 was refunded to our member’s savings account on 1 February in accordance with his request.
If [redacted] has any further questions, he may contact Mr. L[redacted] at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Central time, weekdays.

The following references the complaint we received on 10 July 2015 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 13 July and 15 July, but was only able to leave a message on both occasions.  As our member requested, we have refunded the $12.00 credit bureau fee charged in connection with her application; the funds have been credited to her checking account. Should Ms. [redacted] have any questions, she may call Tony H[redacted], Regional Manager, Mortgage Operations, at ###-###-####, extension 21001, between 7:30 a.m. and 5:50 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]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 24 June, submitted by our member, [redacted]. [redacted]. We have researched the concerns presented in our member’s complaint. Navy Federal received Miss [redacted]’s dispute claim for an ATM transaction...

with [redacted]. A provisional credit of $280.00 was issued by Navy Federal to Miss [redacted]’s checking account on 26 May 2015, and she was notified of this action. A 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 dispensed. Miss [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 9 July 2015. The provisional credit of $280.00 will remain in Miss [redacted]’s account as we continue the investigation with the merchant. Any questions regarding this matter may be directed to Lindsay D[redacted] Supervisor, Debit Card Dispute, directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.

The following references the complaint we received on 14 June 2014 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 Federal. On 24 June, Perry D**, Manager, Business Service Operations, contacted [redacted] via e-mail. The 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 Mr. D** at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 12 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 again reviewed [redacted]’s concerns.  Attempts were made to contact her via telephone on 29 May and 8 June; however, in each case, messages were left as our member was unavailable.  [redacted] reiterated that our communication with her regarding her mortgage request was unsatisfactory; as advised previously, as a consequence of her complaint, we have put steps in place to ensure that this will not be the case in the future.  In addition, although [redacted] requested that her closing date be moved up, we were unable to change the date because construction on the house was not complete.  The loan therefore closed on the originally scheduled date.If [redacted] would like to discuss her concerns further, she may call Tony H[redacted], Regional Manager, Mortgage Operations, at ###-###-####, extension [redacted], between 7:30 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 7 January 2016, submitted by [redacted].
We have researched [redacted]’s concerns. Due to conflicting information currently on file for [redacted], it will be necessary for her to...

provide Navy Federal with a copy of her Driver’s License and complete a Change of Information/Add joint Owner form, to ensure that accurate information is listed for her account.
In addition, [redacted]’s sponsor, [redacted], must provide proof of eligibility for membership with Navy Federal. This documentation was originally requested on 30 November 2015 and remains a requirement for full access to [redacted]. and [redacted]’ accounts. As advised previously, [redacted] must visit a Navy Federal branch and present a government issued photo ID along with original Social Security card, proof of physical address used to open acct (e.g. original recent utility bill, tax statement, mortgage statement- not a lease or cell phone bill) and show proof that he meets eligibility based on the following requirements: member of the Armed Forces, Department of Defense, Coast Guard regular Active Duty and Reservists; Army and Air National Guard personnel; retired personnel; or through a family relationship or household member.
Questions regarding this matter may be directed to Robert S[redacted], Assistant Vice President, Security Operations Center, at ###-###-#### (please choose option 4), between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 30 October 2014 from the Revdex.com on behalf of Navy Federal member [redacted].  The...

complaint was assigned an ID number of [redacted].
Christopher D[redacted], Regional Manager, Field Mortgage, has had ongoing conversations with [redacted], joint owner of [redacted]’ mortgage account, regarding their concerns on 30 October 2014, 31 October 2014 and 9 December 2014.  On 31 October 2014, Mr. D[redacted] advised that we had the opportunity to request a Desk Review or a Field Review and offered to review the appraisal himself.  Our members advised they wanted to close on the loan with the current appraisal.  The loan was reworked and our members closed on the loan on 6 November 2014. 
In their most recent conversation on 9 December 2014, [redacted] said that he was pleased with how everything worked out in the end.  Although he did not agree with the appraiser’s determination, he has a better understanding of the process and appreciated the time we took to explain the process to him, including other potential solution options. 
Follow-up questions should be directed to Mr. D[redacted] by calling 1-###-###-####, extension[redacted], between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.