Navy Federal Credit Union

[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:NFCU has clearly not done research prior to responding to this message. I never canceled any loan drafts. It would make no sense to me to apply for a loan and then cancel it. The checks were not canceled, they were re-issued. Based on my understanding, the re-issue was required and mean that NFCU had to cancel the check (not me) in order to have it re-issued. One check was inadvertently canceled by the branch (which was not at my request). I was advised by NFCU to contact the branch for the re-issue of the check. They ended up cancelling the wrong draft. When we called NFCU, the individual was very argumentative, and required a "new application" although the loan draft was good for 60 days. I was advised that no waiting should have been required. I was to pick up the check and leave. I have never required any "counseling" and was never asked to "speak" to anyone. The manager of the branch came over to speak to me, apologized for the confusion and I left. 
I tried to speak to someone at the branch on several occasions who advised me that all transactions took place through the corporate office (the same one I repeatedly called and filed this complaint against). Essentially, they were unable to assist me. I did report this to NFCU when I called them after EACH instance in which it occurred. When I called the branch (prior to receiving this letter), I was advised that the inquiries were the reason. In reality, I can provide a copy of my credit report where NFCU has been the only organization that has accessed my credit. It is actually amazing that no communication took place to ask if I wanted 16k since I actually requested 20k and was unable to receive it. I check my credit regularly and have no information citing any delinquencies on any accounts. I believe that NFCU solely chose to deny the credit without basis.   
Regards,
[redacted]

[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.  Thank you,
[redacted]

[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 complaint. The company did not give me the account or gift cards that I was supposed to receive. I recieved a letter frm them a few weeks ago stated that a percentage of my taxes would be deducted by them. Therefore I called to find out what it was about and the rep told me it was part of their policy. So I just requested that they close my account. You can just cancel the complaint I submitted because it looks like they are just going to go in circles with this. I appreciate your help and hopfully I will not have to go through this kind of mess again. I will be careful the next time I give out my personal information to another company just because family says its good.
Regards,
[redacted]

Between the dates of 11/17/2015-11/19/2015, my checking account was charged $291 in insufficient funds fees. The charges were the result of an app malfunction,where multiple small transfers were initiated from a bank account from another bank. I have attempted to get the matter resolved at the branch, via customer and sent correspondence to the higher-ups and received no acknowledgement. I cannot express my dissatisfaction with Navy Federal Credit Union. My family and I have been loyal Navy Federal costumers for over 20 years. I thought the company would like to know when they run the risk of losing valued customers to a competitor due to the lack of customer service.

The following is in response to the complaint we received on 28 September 2015 from the Revdex.comon behalf of [redacted]. The complaint was assigned an ID number of [redacted].  According to our records, [redacted] filed a dispute regarding a credit card...

transaction. [redacted]'s disputeinvolved the non-receipt of merchandise. We have reviewed [redacted]'s case and issued a credit to her account for $79.90 as a member service courtesy. On 2October 2015, we left a message on our member’s phone number advising that we have issued a member service credit of $79.90.  Follow-up questions should be directed to Chasity W[redacted], Supervisor, Credit Card Servicing, by calling ###-###-#### 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 30 June 2015, submitted by our member, [redacted]. [redacted].
We have researched the concerns presented in our member’s complaint. Rashalon H[redacted], Regional Manager, Mortgage Operations, attempted to...

contact Mr. [redacted] by telephone; however, her attempt was unsuccessful. A review of our records confirms that several factors contributed to delays in the closing of the mortgage loan, including outstanding contract contingencies, requested changes to the loan terms requiring additional credit conditions to be met, and the coordination of schedules for all parties to be present at closing. We apologize to our member for any miscommunication which occurred during the processing of his loan request. Mr. [redacted]’ loan closed on 6 July 2015.

The following is in reference to the complaint ID number [redacted] that we received on 19 May 2015 on behalf of Navy Federal member [redacted]. We have reviewed our member's claim and we spoke to him regarding his concerns on 19 May 2015. On 20 May, we issued a provisional credit to Mr....

Mason's checking account in the amount of $3,262.40, while we further investigate his claim. On 20 May 2015, a letter was sent to his address of record advising that provisional credit in the amount of $3,262.40 had been issued.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 14 November 2016, submitted by our member, [redacted].
We have thoroughly researched our member’s concern. Navy Federal received a fraud claim from [redacted] on 25 October 2016. ...

After a thorough investigation, we concluded that no error occurred based on account activity. Funds were withdrawn from Ms. [redacted]’ savings and checking accounts to reduce the overdrawn amount on Mr. [redacted]’s account, in accordance with the Joint Ownership section of Navy Federal’s Membership/Savings/Checking Disclosure Statement (copy attached).
Questions regarding this matter may be directed to Jimmy R[redacted], Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:00 a.m. and 3:30 p.m., Central time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 13 January 2016, submitted by our member, [redacted].
We have thoroughly reviewed [redacted]’s concerns. Our records reflect that on 11 January 2016, [redacted]’s [redacted] credit card was declined...

several times at [redacted].com due to our system’s identification of these transactions as suspicious. [redacted]’s card was then declined at [redacted] and [redacted].com due to excessive declined transactions. On the same date, our automated system telephoned [redacted] to verify the recent declined transactions. Our member confirmed that the transactions were valid.
Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times. Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance.
Questions regarding this matter may be addressed to Eric M[redacted], Supervisor, Card Fraud Prevention, at ###-###-####, extension [redacted], between the hours of 7:00 a.m. and 5:30 p.m., Central time, Monday through Friday.

The following references the complaint we received on 6 November 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
After a thorough investigation, we found that we failed to cancel our member's...

loan immediately after he informed us he was not interested in it; therefore, he received loan documents. We regret this error and have taken steps to remove the account from our member’s credit bureau report. Airman [redacted] should allow 30 to 60 business days for this to be completed.Follow-up questions should be directed to Dawn K[redacted], Supervisor, Consumer Lending, by calling [redacted] between the hours of 7:00 a.m. and 3:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted] which was received by Navy Federal on 8 June 2015, submitted by our member, [redacted]. We have researched the concerns presented in our member’s complaint. Sherry B[redacted], Contact Center Resolution Specialist, attempted to...

contact [redacted] on 8 and 18 June; however, she was only able to leave voicemail messages. According to our records, on 29 May, the balance of our member’s e-Checking account was $19.88. On that date a check for $150.00 was presented for payment; the check was returned due to non-sufficient funds and a fee of $29.00 was assessed to the account on the following day. The check was represented for payment on 3 June; however, the checking account was overdrawn by $22.58 at that time, and the check was again returned due to non-sufficient funds; another fee of $29.00 was assessed the following day. On 1 June, an Automated Clearing House debit of $39.00 from [redacted] was attempted. The account balance on that date was zero. The item was not paid due to non-sufficient funds, and a $29.00 fee was assessed on 2 June. Our records further indicate that our member’s direct deposit of $340.00 was received on 4 June. We have attached a copy of Navy Federal’s e-Checking Checking Account Fees and Terms, which specifies fees which may be charged to an account, as well as the order in which items are posted to an account. Questions regarding this matter may be directed to Ms. B[redacted] at ###-###-####, extension [redacted], between the hours of 6:30 a.m. and 3:00 p.m., Eastern time (flex-schedule days).

The following references the complaint we received on 23 March 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.  Lisa P[redacted], Supervisor, Loan Officer, spoke with Specialist [redacted] on 24 March.  Due to an internal error, our member did not receive the discounts for which he was eligible.  We have added the discount to his new vehicle loan account as well as to his personal expense loan issued on 24 October 2014.  New Promissory Notes, reflecting the new Annual Percentage Rates of 4.79% for the vehicle loan and 14.25 % for the personal expense loan, have been mailed to Specialist [redacted] separately.  As a consequence of the addition of the discount, his vehicle and personal expense monthly loan payments have been reduced to $570.07 and $141.72, respectively. Should our member have any questions, he may call Ms. P[redacted] at ###-###-#### between 9:00 a.m. and 5:30 p.m., Central time, Tuesday through Saturday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 25 June 2015, submitted by our member, [redacted] L. [redacted]. We have researched the concerns presented in our member’s complaint. In accordance with the terms and conditions specified in Navy...

Federal’s Important Disclosures, to which our members agree at the establishment of their membership accounts, transactions are posted between 12:00 a.m. and 6:00 a.m., Eastern Time, Monday through Friday. Our posting order is as follows: all credits to an account will post first, followed by withdrawals in the following order: ATM, Navy Federal Debit Card Point-of-Sale, Automated Clearing House (ACH) and checks. When multiple transactions are processed from these groups of transactions, the items will be posted in the order of lowest to highest amount within each group of transactions. A copy of the Important Disclosures is attached for your reference. When an ACH debit is authorized through the debiting party, it may take up to two business days for the ACH debit to present for payment from an account. To avoid similar circumstances in the future, we request that our members ensure that sufficient funds are already on deposit when checks or ACH debits are presented for payment. In the interest of member service, we have refunded $58.00 for Returned Check fees which were assessed to our member’s account on 5 and 11 June 2015. Questions regarding this matter may be directed to Vivian Barnett, Savings and Checking Operations Specialist III, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 4:00 p.m., Central time, Monday through Friday.

The following references the complaint we received on 7 January 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
We have reviewed [redacted]’s concerns related to her deposit submitted through our...

online deposit service on 6 January 2016. Our online deposit service notifies users that deposits of greater than $1,000.00 are subject to a two-day hold, as stated in our Funds Availability policy. A credit was placed on the account to give [redacted] access to funds. However, [redacted] should note that our Funds Availability policy, including any applicable holds, will apply to her future deposits. A copy of the policy is attached for her reference.
Should [redacted] have additional questions, she may call our Contact Center 24 hours a day, seven days a week, by calling 1-888-842-NFCU (6328).

The following references the complaint we received on 12 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. [redacted]. ...

The complaint was assigned an ID number of [redacted]. 
Navy Federal has thoroughly reviewed our member’s concerns.  On 14 April, Therisa A[redacted], Supervisor, Collateral Control, spoke with Ms. [redacted]. As a courtesy, we have refunded the $15.00 Department of Motor Vehicles fee.  We will investigate why the letter Ms. [redacted] received reflected her checking account number rather than her savings account number.
 
Should she have any questions, Ms. [redacted] may call Ms. A[redacted] at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

The following references the complaint we received on 19
October 2015 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was assigned an ID number of
[redacted].We
have reviewed [redacted]’s concerns related to his Navy Federal credit...

card
account. We
have submitted a request to delete the duplicate tradeline and have confirmed
that the duplicate has now been deleted.Should he have additional questions, [redacted] may contact
Carrie M[redacted] in our Consumer Loan Servicing area by calling ###-###-####.
Ms. M[redacted] may be reached between 8:00 a.m. and 4:30 p.m., Eastern time,
weekdays.

This is in reference to a follow-up complaint, ID number [redacted], submitted by Navy Federal member, [redacted] M. [redacted].
 
We have thoroughly researched the concerns presented in our member’s complaint regarding her debit card fraud claim submitted on 29 March 2016. As advised in our previous response to the Revdex.com on 8 April 2016, we determined that no error occurred.  Based on the information provided in Miss [redacted]’s claim, her account activity and no new information to counter our findings, our determination remains the same. 
 
If Miss [redacted] has any questions, she may contact Amanda D[redacted], Supervisor, Card Fraud Prevention, at ###-###-####, extension 43711, between the hours of 7:30 a.m. to 4:00 p.m., Eastern time, Monday through Friday.

Revdex.com complaint ID [redacted]Inboxx [email protected] 24 (8 days ago)to me, aobitz Concerning complaint ID number [redacted] for [redacted], Navy Federal is actively researching this issue in order to reach a resolution.  We...

would like to request that the case remain open with an extended due date. Thank you

Review: I filed for short sale of my home with Navy Federal Credit Union (NFCU), Loss Mitigation Department, [redacted] for my mortgage account. On May 13, 2013, my home was short sold and the sale was closed this date. Since the short sale closed NFCU has put a block on my account. They are basically holding my money hostage. On June 1, 2013, I spoke with Navy Federal Credit Union ([redacted] no. [redacted]) because I tried to make a transaction on line with my [redacted] check card and it was declined. He said it is a penalty because my home was short sold and Navy Federal Credit Union has taken a loss. However, that is not true because the loan was backed by the Government and the VA Home Loan Department is going to make up the difference. I know this because when I started the short sale process, I spoke with the VA because Navy Federal Credit Union repeatedly told me that I had to do a promissory note. The VA stated, that Navy Federal Credit Union should not be requiring that because my loan was a Government backed loan. When the short sale was finalized I was not required to do a promissory note. However, as mentioned above per [redacted] no. [redacted], I'm apparently being penalized by NFCU.

I purchased my home in May 2007 for $253,000.00. It was appraised at that time for $255,000.00. Since purchasing my home the market took a turn and declined. In March 2013, the home appraised for $194,500.00. I put my home up for sale in January 2012 because I knew I was going to be relocated in order to maintain my employment. In July 2012, I moved from Ohio to Florida in order to maintain my employment. While I owned the home in Ohio I continued to make the payments; however, I couldn't continue to pay for a home that was empty in Ohio and pay rent here in Florida. This entire process has been devastating to me. This is the first time I've had to default on anything. I though doing a short sale would be better than foreclosing. Previously, I have purchased other homes through Navy Federal Credit Union and have paid them off. As a result of this transaction my credit rating/score is going to be affected. Also, I am loosing entitlement to my VA Home Loan eligibility. I don't think I should be penalized any further.Desired Settlement: 1. I want NFCU to stop declining my [redacted] check card when I have funds in my account to pay the transaction.

2. I want my account unblocked from making fund transfers. I pay my rent by transferring funds from my NFCU account.

3. I want the paperwork completed to show my home being short sold.

4. I don't want to be penalized any further by Navy Federal Credit Union.

5. I want an apology.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 17 June 2013, submitted by our member, [redacted].

We have researched the concerns presented in **. [redacted]’ complaint regarding her VA mortgage loan, which was serviced by Navy Federal. Our records indicate that the settlement date for the short sale of our member’s property was 13 May 2013. In accordance with our VA servicing agreement, the request for short sale approval is forwarded to the VA once proceeds are received by the servicer of the loan. Navy Federal received the proceeds from the sale on 16 May, and the VA approval was subsequently received on 10 June. The proceeds were applied to the loan account on 12 June.

While a short sale is in process, our members remain responsible for remitting the required payment by the due date each month. If the loan becomes more than 16 days delinquent prior to the completion of the short sale process, electronic access to accounts will be restricted until the delinquency is resolved. An explanation of this process is provided to our members verbally by our representatives, as well as in writing in the financial package which must be completed in order to request the short sale.

The short sale process was initiated by **. [redacted] in March 2013. The account was current at that time, and she continued to make payments to the account until May 2013. Since no payment was made to the account for the 1 May due date, the account became delinquent and electronic access to her accounts was restricted. However, when the short sale was completed on 13 June 2013, this restriction was removed. The mortgage loan has been paid in full.

If our member has any questions, she may contact [redacted], Supervisor, Mortgage Default Management, directly at [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I have been applying for a loan in the loss mitigation deptment since october of 2012. I have spent hundreds of dollars between differant faxes and postal charges to try and get my loan approved. I have been getting the run around all this time. The representative answering the phones now are very rude and wont let you leave a message for the person in charged of the loss mitigation dept. I have been dealing with [redacted] at [redacted]- she was working with me for a while on this application. I faxes 30pg documents that were lost, then I had to pay again to resubmit them. I also tried mailing the 30pg packet...they couldnt find that either.

When the process finially was going through all paperwk was submitted, [redacted] told me the upper mgmt for the dept. wanted me to verify a 1000.00 deposit every month into my account. I faxed the copy as she wished...then I had to call them because I got no responce back. I then called and they told me I had to reapply after all this!!!!!!!!!!

I also had to call the first couple months that my loan amount went up because collections kept calling me about my morgage dilinquency. I have lived in my home for 13yrs dealling with this bank, my payments HAVE NEVER BEEN LATE! I was calling the bank everyday making sure they transfered the money from my account to pay my payment! I have automatic withdrawel the same as I have had for 13yrs. The bank was dilinquent in paying my payment!!! I had finially resolved it, but I should not have to call everyday making sure someone knew what they were doing and paying my payment!!!Desired Settlement: Want this resolved and want a refund for all my faxes and postage sent to this company. Feel like they are very unprofessional in handling services!!

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 28 March 2013, submitted by our member, [redacted].