Navy Federal Credit Union

Review: On 5/16/2014, I called NFCU to request a transaction to be done over the phone. I dialed the regular "888" number and after I entered my telephone access code and password, I waited 10 minutes for a representative to answer the call. Someone from the Florida call center answer the phone, I believe her name was [redacted]. This young lady asked me again for my access code, my personal identifying code, my phone number, my home address, the last 8 digits of my check-card, the las 4 of my social security ... once she was satisfied that I was the customer she asked what I needed. I explained that I needed help making an international wire transfer money ([redacted]) and also help with the set up of the new NFCU web site. **. [redacted] said she would help, then she proceeded to ask additional question involving again my address information, my phone number, then answer questions about public record questions and my identifier. I would say that is already excessive all these questions!!! After this second set of questions, **. [redacted] started asking questions so she can fill out her form to initiate the wire transfer when she completed the form she stated that she does not handle international wire transfer and the she needed to transfer me to another associate. I asked if she could stay on the line the fact I didn't want to start all over again, she agreed. I was on hold for over 45 minutes and 39 seconds when the call got disconnected. I called back and asked to speak with the Executive Office of NFCU to express my frustration and I was told by a Supervisor that my case did not merit the Executive Office. My money pay for their salary, I should be able to talk to a NFCU Official at the Executive Office.Desired Settlement: I would like to speak with the President of the NFCU, so he understand first hand how his customers are being treated and that all customer service issues are important and if a customer ask for the executive office, the call should be transfer or at least to someone from the Executive Office as a Complaint Resolution Officer.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 19 May 2014, submitted by our member, [redacted].

Review: Online payment was scheduled for my mortgage. The lender failed to process my payment online. When I contacted the lender, the employee that I spoke with could barely speak English. She insisted that I make another payment and that she was not able to cancel the original payment. I stated that I was concerned that both would process and would deplete my checking account. She then suggested that I wait another day to see if it processed. The following day my online payment had still failed to process. I contacted the lender again and spoke to a manager. The payment was still not processed accordingly and the response was that they had a glitch in the system. Now my loan is 30 days late due to a glitch in the lender's system. In addition to not processing my payment, my online account has been locked and I am unable to make any other payments to my account. I asked why this occurred and the response was that they want you to call them to make a payment. Seems very restrictive and maybe against consumer protection acts.Desired Settlement: Correct the information sent to the credit bureau, correct GLITCH in the online system, stop locking out online accounts limited access for payment processing.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 3 July 2014, submitted by our member, [redacted].We have researched the concerns presented in our member’s complaint regarding her Fixed Equity Loan account. Luticia C[redacted], Supervisor, Mortgage Collections, attempted to contact [redacted] on 7 July; however, she was only able to leave a voicemail message.Navy Federal mortgage loan payments are due on the first of each month. If payment is not received by the fifteenth of each month, a late fee will be assessed. We acknowledge our member’s request to schedule her June payment via an Automated Clearing House transfer on 27 June. Navy Federal does not accept online payments beginning on the sixteenth day after the payment is due. Payment of $1,952.63 posted to the account on 2 July as a result of [redacted]’s telephone request; this payment satisfied the June amount due and the late fee of $75.10, which was assessed to the account on 16 June. No derogatory information associated with our member’s June payment has been reported to a credit bureau.Navy Federal Online Account Access is offered to allow our members an easier and more convenient banking experience. We restrict these services in limited circumstances where a member does not meet his or her obligations in order to establish contact with our member, facilitate payment arrangements and protect Navy Federal and its members from any further loss as a consequence of the delinquency. While the aforementioned services were restricted, [redacted]’s ability to access her accounts via traditional means such as telephone, postal mail and personal visits to our branch office remains available to her. Notification of this policy can be found online, in account disclosures and on account statements for delinquent loans.Our member may wish to take advantage of our Automatic Payment Drafting service; in which payments are automatically transferred each month from the designated account. She may choose any date from the first to the tenth of the month as the designated date of transfer.If [redacted] has any questions, she may contact Ms. C[redacted] directly at [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday

Review: I have filed Chapter 7 Bankruptcy in which this company is listed. My bk discharged 10/28/13. I went into the bank this week and was told the account was still active and in good standing. The teller advised I could resume using the account. I deposited money for a bill into the account and paid online. Navy Federal has taken my money and states it is for a charged off account. I have filed this account with BK so how can they take my money. That money was for my car insurance so now my insurance will be cancelled and I will have to pay again. I was directed to corporate in which I sat on hold for over an hour and the reps were no help. The end result, the representative hung up on me.Desired Settlement: I need Navy Federal to release my funds that I put into the bank and to cover any fees that may be associated.

Business

Response:

The following references the complaint we received on 8 July 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].We regret that our member was provided with incorrect information when he spoke with a branch office representative concerning the status of his Navy Federal accounts. [redacted] requested protection under the U. S. Bankruptcy Code on 12 July 2013. At that time, his checking account number xxxxxxx[redacted] had a balance of $3.00. On 16 July, a check was presented for payment which exceeded the amount in the account; therefore, his account became overdrawn. A service fee of $20.00 was charged on 16 July and returned item fees of $29.00 each were charged on 29 August, 5 September and 12 September. No funds were subsequently received for crediting to the checking account; the overdraft was therefore charged to our reserves and the Navy Federal membership suffered a loss of $183.37.Since the overdraft was created after the declaration of bankruptcy, it is not considered to be part of the bankruptcy proceedings. Consequently, [redacted] is responsible for making restitution to Navy Federal. On 24 June 2014, two deposits of $8.00 and $115.00 were made to his checking account number xxxxxxx[redacted]; in addition, a transfer of $1.00 was made from **. [redacted]'s savings account to that checking account. On 25 June, we deducted all of the funds in the account, $125.00, as partial reimbursement. No refund will be made for the deduction. On 6 August, the account was overdrawn by $58.00.We would be glad to work out a suitable repayment arrangement with [redacted] for the remaining $58.37 from the original overdraft as well as the current overdraft of $58.00. We ask that he call A. R[redacted], Accounts Receivable Specialist, at ###-###-####, extension [redacted], between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

Review: Poor mortgage application process and lack of communication

I applied for a mortgage online with Navy Federal on 2/24 and paid a $22 credit report fee. After a few calls, I was eventually transferred to a new loan officer ([redacted]) because of the loan type (30-year fixed) I wanted. I provided him with a ratified contract on 3/29 for the house I intended on purchasing. I called and emailed [redacted], with no response. I later called the Navy Federal customer service line and found out that my loan application was withdrawn some time in April. My loan was still assigned to [redacted] so they attempted to contact him, but could not even find his details. My loan was never even re-assigned. To this date, I have not received any communication initiated from Navy Federal notifying me that my application was withdrawn. Eventually I finally spoke to a mortgage manager ([redacted]) who advised me that my loan application was withdrawn in April due to me never providing a ratified contract. The only thing she said she could do is advise me to start the entire loan process again online or on the phone, and pay an additional $22 fee to pull my credit report to get me an updated estimate. I asked if they could waive the $22 fee since it was an error and gross negligence on their part for dropping my loan, failing to communicate with me, and never providing me with a cost estimate (closing costs, other fees) in the first place so I can make the comparison of Navy Federal to other lenders.Desired Settlement: I paid $22 for the initial application credit report fee. Navy Federal is asking that I have to repay that fee and start my application over in order to just get an estimate on my loan that they withdrew due to an error on their part. I would like a refund of the $22 fee I paid.

Review: On/about Oct 2013, I applied for a VA home loan #[redacted]Given that I was not represented by a Real Estate Agent, I personally reported to NFCU, some concerns that I had regarding the wording in my contract and I specifically inquired if my contract met the intent and requirements of the VA home loan program[redacted] contacted me and advised that she (NFCU) was in agreement with my concerns, and was not certain that my contract met VA requirement and therefore, NFCU would be unable to underwrite my VA loan until the VA Central Office in DC, made a decision regarding my purchase contract**[redacted] also stated she was in direct contact with the VA central office and they (VA Central) requested specific information regarding my contract and she would contact me after she received an approval or decision on my contract from the VA Central Office
Once the home was completed (Feb 2014) and an OC was delivered, I requested the status of my VA home loan**[redacted] and **[redacted] both reported to me that they did not have any updates on my VA home loan and the VA still reviewing and had not approved my purchase contractSince the closing date was within days and NFCU was unaware of the status of my purchase contract from the VA, I requested a loan denial letter to protect my earnest monies and so I would not be considered in-default of the purchase agreementI asked that the loan denial letter be based on the specific reasons given by **[redacted], **[redacted] and **[redacted] that the VA was still reviewing and had not approved my purchase contractHowever, when I received the loan denial letter, it indicated my loan was denied based on my decision not to occupy the propertyThis is completely not true and NFCU representatives (**[redacted], **[redacted] and **[redacted]) have refused to respond to my pleas via emails or phone calls to correct this unfortunate situation.Desired Settlement: **[redacted], **[redacted] and **[redacted] have all provided or inaccurate information regarding the disposition of my VA home loan and have all ignored my numerous pleas for assistanceI am requesting that NFCU immediately issues a new loan denial letter specifically and accurately indicating exactly why my NFCU could not underwrite my loan and my VA home loan was disapproved
Business
Response:
This is in reference to complaint ID number [redacted], which was received by Navy Federal on May 2014, submitted by our member, [redacted].At Navy Federal our members are always our top priorityWe have addressed [redacted]'s complaint directly, and we are aware he has a private dispute with his home builder in which both parties are represented by counselThank you for referring this matter to Navy Federal

Review: I have a car loan with navy federal. It's a used car. I currently not work right now I can't afford the car. Which I called them told them I want to voluntary repo the car. The have car do have a engine issue which is eternally which the mechanic said that wasn't my fault. And I was honest with navy federal. So they had me talk to the collection agency who told me to sell the car my self. But I can't because I don't have the title. I know the bank can still repo they just won't get as much. Which I understand. But I have no problem paying what ever I owe them after they repo it.Desired Settlement: I rather they repo the car sell it as is and put toward the balance. I would pay them in payments what I owe them for the loan without the interest fees. So my debt be paid to them. But I can't sell it. I can junk the car put it towards the balance of what I owe.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 9 September 2013, submitted by our member, [redacted].

Review: first I'd like to say that I am an 8 year veteran of the United Stetes Navy.After begining a mortgage refinance I was a little apprehensive due to the cost of the appraisel fee being $370. After some deliberation I decied to proceed because I wanted to refinance. While going through the process [redacted] (our refinance rep) called us to tell us there would be an additional fee for the appraisel of $120 because I lived in a gated community. This is where I halted the process in order to investigate. After talking with some local realitors who were shocked that I was going to be charged an additional fee because I lived in a gated community, they said the appraisel should be around 200 total. I was quite disgusted. They had already run my credit and I didnt want to cancell the process over 120 figuring it would all end up ok and they already took $370 from me for the appraisel. I decided to pay the additional fee. When I finally recieved the document my home was grossly underestimated. When I was contacted by NFCU they told me that my interest rate would be affected and I would have to bring an additional $17,000 to closing and my payment was going to increase. At that point I realized the appraisel fee was nothing but a scam and they never intended to give me a loan. After a quick internet search I've learned that I am not the first one to have this problem with NAVY FEDERAL CREDIT UNION.Desired Settlement: I would like to have all the fees Ive paid to Navy Federal Credit union dealing with the refinance of my home returned to me.

Business

Response:

This is in reference to complaint ID number [redacted], which was submitted by our member, [redacted], and received by Navy Federal on 15 July 2013.

Review: On April 26, 2014 I received a letter dated April 23, 2014 from Navy Federal Credit Union stating the following:

"When we closed your previous checking account, credit adjustments made to correct the overdrawn balance resulted in a $940.00 loss to the membership. Before a new checking account can be established, it will be necessary for you to forward this amount for crediting to your savings account..."

This account they reference was closed in 2006 and I have maintained a Savings Account ever sense.

I have never heard of owing Navy Federal Credit Union ANY amount of monies other then my Credit Card/Personal Loan and most recently my refinanced Vehicle Loan.

This is the first written communication I have had from Navy Federal Credit Union on this matter.

These are unethical collection practices of Navy Federal Credit Union and in essence BRIBING me to pay $940.00 in order to open a new Checking Account eight (8) Years after my prior Checking account was closed.

Definition of a bribe:

1. bribe

noun \'brib\

: something valuable (such as money) that is given in order to get someone to do something" in this case to open a new Checking Account.

My problem is that they are requesting this amount of monies in order for me to open a Checking Account, and they have also failed to itemize and inform me why exactly the amount comes out to $940.00.Desired Settlement: The unethical collection practice of Navy Federal Credit Union in the amount of $940.00, which until 8 Years Later (today) I had no idea existed. They have never said anything about this amount until now.

1. I request Navy Federal Credit Union provide a waiver of this "fee" and hold me harmless of all future attempts at collecting this amount, for any reason.

2. A letter of apology for this unusual and unethical collection practice.

3. Open a Checking Account in my name without requesting I provide this "fee".

Thank you.

Business

Response:

The following references the complaint we received on 27 April 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: Navy Federal Credit union debited an authorized payment from my [redacted] account on 2/18/14 in the amount of $184.28. They were notified of their error by phone on 2/18/14 and said they would return the money. I Instead of returning the funds to [redacted], they put the funds in a Navy Federal Checking account and then seized that money to pay on a charged off checking account.n March I spent several hours on the phone on several different occasions trying to get the problem corrected. I was told in March that the account would be zeroed out. They have since added overdraft fees to the account and refuse to return the money and zero the account. Since the original debit was an error I contend they are keeping this money illegally. The accounts payable department refuses to return the money and has not been returning our calls. The branch admitted this debit was a mistake but said that corporate headquarters had to handle it.Desired Settlement: All I want is the checking account to be at a $0 balance as it was in February.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 27 April 2014, submitted by our member, [redacted].

Review: It started a year and a half ago when my husband and I applied for a Home Modification loan. Our home had burnt down and we were paying over 3000.00 in mortgage and 1800.00 in rent not covering all costs. Anyway N.F. dragged it out for months. Every time I called to see what the delay was they would say they didn't get some paper. They never called me to ask for the paper only when I called them. One of those papers was our lease but when they refused the loan four and a half months later they said it was because we were not living in the home at the time Also made a refrerences to our credit at the time mine was [redacted] we continued to pay our mortgage until we ran out of money . It took the condo asso. one and a half years to finish our condo. We put it in the hands of a realitor named [redacted] she sold it right away at a short sale. there was 380000.00 owed on it the last city appraisal was225000.00 Navy Federal agreed to the short sale we were waiting for the paperwork when I got a call saying my condo was in foreclosure and going on the block in 30 min..I was able to get that stoped.I was told my papers were under a lot of papers on her desk. I got a call from the foreclosure department last week my house was back there when I asked why I was told they needed more paperwork and did not get it.Today I Find out I have Been Denied I Can't Speek to any one. [redacted] who was handeling my case is no longerDesired Settlement: my case. The Buyer is willing to pay the appraised value why is NFCU forcing us into foreclosure .

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 15 April 2013, submitted by our member, [redacted].

Review: I have been trying to purchase a home for a few months now. The current underwriter to the lender had requested I get proof from Navy Federal that the short sale listed on my credit report reflect that it was a short payoff...which it was. After arguing with many people about that issue there alone (after a week or so) I finally requested to speak to a supervisor in the short sale dept. Her name was Ms. H[redacted]. I was informed on Sept 12th that an email would be sent to her and that I could not speak to her directly. I was also informed that I would not receive a response for 24-48 hours. I waited 3 business days before calling back due to no response from Ms. H[redacted]. Someone apologized and suggested I speak to another male supervisor in another dept which would also take another 24-48 hours to receive a response. I waited another 3 business days due to no response. When I called again and requested to speak( to a manager I was connected to Ms. H[redacted]. I created a conference call with my lender and she told us she'd reviewed my account and updated it to show the mortgage was paid in full. She mentioned policy changes and such but said the credit would update on the 22nd of September so the 3 Credit Bureaus would have access. During this delay and lengthy time period it created many issues for the sellers of the home as well as me. The sellers had a contingency and the wife is due to give birth Oct 15...meanwhile the lease on my apartment has expired. My belongings are in storage and the seller has said if we do not close by Oct 8th then the sale in null and void and I'm out the appraisal fee, inspection fee and the earnest money etc...

One creditor has access to the updated version of my credit showing it is a payoff versus short sale but as of Mon Sept 29th the other 2 were told they needed written permission from me to release that information from Navy Federal. I faxed a letter yesterday to the number that was given to my lender. I called yesterday to verify if it was received but the gentleman who answered the phone did not know and I was once again given the voicemail of Ms. H[redacted] who has not responded. I called again today (Oct 2nd). I was told it wasn't updated yet and that the FAX number was unknown to the Carl today so I faxed it to the number he has access to.

In summary, Ms. H[redacted] could have told me when we spoke that this letter would be needed and now I may lose this house and the seller must give birth living in a house that is too small which is why they were moving all due to the slow or even zero response and cooperation of Navy Federal Credit UnionDesired Settlement: I would like this taken care of in the next 24 and for Navy Federal to accept responsibility for an money lost to me if the sale falls through due to time constraints

Business

Response:

The following references the complaint we received on 6 October 2014 from the Revdex.com on behalf of Navy Federal member Lesa P. Staples. The complaint was assigned an ID number of [redacted].Navy Federal has thoroughly reviewed the concerns presented by [redacted]. On 9 October 2014, Michael A[redacted], Supervisor, Mortgage Default Management, spoke with our member. He was able to advise her that Navy Federal contacted the three consumer reporting agencies, [redacted] and [redacted], on her behalf and instructed each agency to change her credit report to reflect the correct information concerning the short sale of her property. The status of the debt is now “Paid in Full.”Should [redacted] have any additional questions, she may call Mr. A[redacted] at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

Review: The bank charged me 2 fees of $29.00 for a check they they did not allow to clear. I called them as well as wrote them a letter to explain why the insurance company submitted

the check electronically and asked them to reverse the 2 fees of $29.00 to my account. They are refusing to do so and I feel that it is extremely unfair to charge me for money that the bank never processed. I feel this practice is a bad business practice for a person who has never had any type of issues with the account.Desired Settlement: I would like for the initial $29.00 that was taken from my account back as well as the second $29 charge taken off of my account.

Business

Response:

The following references the complaint we received on 14 August 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I joined the Navy in June 2000 and I opened my first bank account with navy federal credit union in January 2001. I set up a transfer in the amount of $50 each payday (every 2 weeks) to go right to my savings account. I finally realized after my 2nd deployment to Afghanistan, my wife asked me where that money was transferring to and that is when we realized that this money had been being transferred to someone else's account for the past 10 years and when I contacted Navy Federal about it they claimed that I must have set up the account back when I opened it. They could not provide me with any documents that I had signed confirming the account number and refused to refund ANY of my money. I know for a fact that I would NOT have set up an allotment for some person's account that I have never met and that I DID NOT make this mistake. The bank made the mistake that I have had to live with and have not been able to get any answers on. Navy Federal claims they contacted the person and asked for my money back, but of course he had already closed the account once he was asked about the money. Navy Federal would not give me any of his information because of privacy so there has been no way for me to pursue the money I earned while serving our great country. I have the exact dates that each transaction was transferred to this account and it was always in the amount of $50. So in total from January 2001 until April 2010, I was robbed of $11,100.00. The amount was transferred from my checking account each month from my Active Duty military pay on the 1st and 15th. Since Navy Federal never wanted to assist me in trying to get my money back I have never tried to pursue any legal routes and figured I would start with Revdex.com.Desired Settlement: I would like my $11,100 back from Navy Federal since I believe this was a bank error. It had went on for so long no one wanted to take responsibility for the mistake. I was deployed to other countries so often, I never realized this money was missing until I settled down in NY and bought my house, then realized I should have had more money than I actually had.

Business

Response:

This is in reference to complaint ID number [redacted], which was submitted by our member, [redacted], and received by Navy Federal on 29 July 2013.

Navy Federal previously addressed the concerns presented in our member’s complaint in May 2010. According to our records, Staff Sergeant [redacted] submitted an affidavit regarding a $50.00 recurring transfer to his savings account beginning in the year 2001. Our investigation determined that the funds were transferred to another member’s account in error. Members must notify Navy Federal in writing of an error concerning an item on their statement no later than the 60th day following the day the statement was delivered to limit their liability. On 27 May 2010, [redacted], Senior Investigator, Financial Crimes and Risk, contacted our member. Staff Sergeant [redacted] acknowledged receipt of his account statements, and was advised that, as a settlement, Navy Federal would credit a maximum of $200.00 to his account. Our member accepted those terms during his conversation with our representative.

As no new information has been provided, our position in this matter has not changed.

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:

The reason I am rejecting this is because we did, in fact get $200 from Navy Fed up front because it was an error and they did admit to it. They said that $200.00 was as much as I could get back without them doing the investigation. After they canceled the transfer, the other member's account that it was going to was amazingly closed. To me that sounds like he new he was doing something illegal. Navy Federal said that they contacted the other member who had the account the money was going to and he never responded. Again, that is not shocking at all since he had just been collecting my Military Pay for the last 10 years. Navy Federal could not find proof of any transfer that I had ever set up to link that account, however they could tell me when I opened my account. They had that paper work all along, so how is it that they lost the document that showed where I started the transfer? Also they refused to give me any information regarding the person that had received my funds for all of that time. I understand there is a privacy act but I wasn't even able to get a police report and could not pursue it in the civilian courts. I have been deployed to Afghanistan twice and the reason I could not get any further resolve in this matter is because I was deploying again. The least they could have offered since it was THEIR mistake was to credit the funds to me via my Credit Account or even offer a better solution to this problem. So their solution to this problem was to offer $200 out of their $11,100 mistake and that was it. I want to settle this and I want my hard earned $11,000+ back. I feel I have been treated very unfairly because I was unable to take care of my banking business while I was deployed and then when I returned and realized what had happened and tried to resolve these issues with Navy Federal, they did not find it in their best interest to try to help me as an active duty Service Member.

Review: Airfare for funeral was booked May 2013 a charge of $1289.74 appeared twice on credit card statement reference numbers: *...[redacted] and *...[redacted]. Travel agency [redacted] was contacted week of July 14th 2013 and informed us that charge was canceled. When contacting Navy Federal Credit Union I was informed that I would have to call them; I was currently on mission as active duty military and was unable to call. I called Navy Federal Credit Union on 21 Aug at 1040 Pacific Standard Time and spoke with [redacted] informed me that he could not help me over the phone and that I would have to go online and reopen the complaint. Previously when I did this I was told to call. Navy Federal Credit Union is keeping $1289.74 from me and running me in a circle; telling me to call and when I call telling me to go online. This is not typical of Navy Federal Credit Union as I have banked with them for over eleven years.Desired Settlement: I request that Navy Federal Credit Union refund the amount of $1289.74 to my credit card account.

Business

Response:

The following references the complaint we received on 22 August 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: On 6 July 2013, I forwarded a formal complaint against Navy Federal Loan business practices when they arbitrarily and capriciously decided to reject a home improvement loan alleging excessive revolving accounts, too high balances and credit scores. Two weeks later I received a call from NFCU representative and was advised that the loan decision to reject my pre-approval was not because of sufficient income credit score rating but because income to debt ration determination. I requested NFCU to [provide proof of its assertion when it previously approved loans three times that amount. but which I elected not to activate. I was told by the underwriters that the decision was final and that they are not required to provide any explanation as to their decisions.

Also, I requested a detailed explanation why they required multiple inquiries with the Credit Reporting Bureau(s) for both my wife and myself within days of each other. I was advised by the Credit Reporting Bureaus that because of the NFCU inquiries my credit score had dropped sufficiently. Nearly three weeks has past and I have yet to receive a response to the questions posed to the representative. NFCU simply does not believe it can be held accountable for arbitrarily and deliberate action which has adversely affected my credit and financial standing.Desired Settlement: restore my credit of good standing and a detail explanation to my questions.

Business

Response:

The following references the complaint we received on 12 August 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

[redacted], Loan Officer Supervisor, spoke to [redacted] on 15 August regarding his concerns. **. [redacted] advised that the recent loan application for a $10,000.00 home improvement loan dated 4 June 2013 was disapproved because our member’s debt-to-income ratio was outside of our established lending guidelines. When our member asked why he was approved for a $40,000.00 new vehicle loan on 20 May but not for a $10,000.00 home improvement loan, **. [redacted] explained that we have different lending criteria for secured loans and unsecured loans. **. [redacted] also pointed out that the approved new vehicle loan was a joint application compared to the home improvement loan which was an individual application.

[redacted] was also advised that we pulled his credit report only twice. We first obtained a joint credit report for his new vehicle loan application; the second was obtained for an individual Overdraft Line of Credit application dated 22 May. A new credit report was not pulled for the home improvement loan application dated 4 June since fewer than 30 days had elapsed since the last pull.

Follow-up questions should be directed to [redacted], Manager, Consumer Lending, by calling ###-###-#### between the hours of 7:30 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

Review: I refinanced my truck in June of 2013. Part of the finance agreement was I had to provide a copy of the title as collateral. In July 2013 while depositing money into my account for the payment I asked if they had received all the required documents. The clerk I spoke with said they had. I continued to make my payments in full on time until January 2014 when their records indicate I failed to meet the agreements of the finance terms and did not submit the title. (Kansas does not issue titles, they do electronic titles) In late February I received a phone call at work from the Navy Federal collections department stating I was behind on my payments due to them raising my monthly payment and interest rate due to me not providing the title. That same day I got the title and returned it to Navy Federal. Again. I attempted to explain this to the manager and she said I still had to pay the overdue balance but my payments an interest would go back to tue original agreement. I told her I could only pay $20 additional per payment until the roughly $80 was caught up. She called the collections department and over the phone it was agreed upon. Today I received a letter stating my truck payment did not go through. I called Navy Federal and they stated a couple days after I deposited the money for my payment they withdrew the $80 in whole which caused my truck payment to not go through. They then stated my payment was going up permanently because I did not provide the title, which they said 6+ months before they had. Now because of all the changes instead of being $80 behind I am $140 behind and at risk of having my truck repossessed. I spoke with a manager who stated she could not help me and I would have to contact the title office and file a grievance. But the title office is gone for the day and probably wouldn't change their decision anyways because it was my fault. They claim they sent letters since August telling me of the issue with the title but I never received any letters. Every month around the 1st I personally go into the branch and deposit my truck payment. Not one time did anyone say there was an issue. Not even after they changed my payment without telling me. This is unethical and unprofessional. I have had a car payment for almost 12 years and never once have I had an issue let alone something like this. The sooner I can get rid of this truck and Navy Federal the better! I want my interest and payment to go back to where it was and I want their policy changed to notify the person by all means necessary. The person I spoke with on the phone today stated this happens all the time.Desired Settlement: Change in policy and the company doing more to work with customers who are told one thing and the company does another. Also for them to adhere to the terms of the agreements after issues arise rather than using it as a way to make more money. I would also like the fees to be dismissed since I was not notified and I was told the interest and payment would go back to the original agreed upon terms.

Business

Response:

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

Review: I had an account (savings, credit, and loan) with this bank. While on family vacation, my credit card was declined causing me to contact customer service. The rep I spoke with told me I would have to be transferred to the security dept. which I was fine with, and under the impression I would have to verify some additional information. What I received was one of the most Disrespectful interaction with a person possible. He attacked me from the second I got on the phone with the nastiest attitude, and disregard for my situation. I answered all questions he had, and on numerous occasions offered to rectify the situation by any means possible. I was accused by him of being un-trustworthy and given no assistance, nor was any solution provided for a SIMPLE misunderstanding which I had documentation to clear up. I was treated like sm, and was so caught off guard by his attitude, when I was expecting to be helped. He closed all of my accounts without any regard, and questioned me like a backhanded criminal, then hung-up on me. I have always had a good relationship with this bank, so to receive the treatment I did, was atrocious!!! This all stemming from an EIN/SSN confusion on Navy Federal's behalf.Desired Settlement: I would like my accounts restored, and the option to rectify any situation regarding them.

Business

Response:

The following references the complaint we received on 12 August 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I submitted a loan application to NFCU and inquired about the status 2 hours after the application although the website suggests calling in 1 hour after submission. When I contacted NFCU, I spoke to a representative named [redacted]- employee #[redacted] in the loan department. I asked the status of my application and she said that she could not provide with a status because additional information was needed. I find the service to be unreasonable because there should have been some form of communication with me as the member before my application was simply placed in another que for information. Had I not contacted NFCU, I may not have known any information about the status of my loan as the website only shows that the application is under Review. [redacted] contacted the back office to get the status of the application and was told to ask me the purpose of my loan, verification of security questions for a fraud alert on my credit report, validation of the amount requested, my address, telephone number and source of income. These are all questions that I answered during the application process which further made the process excessive. I was placed on hold 3-4 times with [redacted] communicating with personnel in the Back Office who seemed to have been requesting additional information. After asking [redacted] numerous times how long the process was supposed to take, she advised me it could take 4 hours or 1 business day. I found this information to be conflicting from the 1 hour the website provided and asked to speak to a supervisor. Despite asking to speak to a supervisor excessively, she continued to refuse my request. After waiting on hold about 5 minutes in addition to the 15 minutes that I was on hold back and forth from the lending department, I was transferred to a supervisor. The supervisor, [redacted], provided me with information about the loan process. She then contacted the back office again who not only asked the same questions that I was asked (and I verified) with the first representative, but also conditionally approved my application because I did not have a promissory note on file for a recent Auto loan. I am completely disgusted and frustrated with the level of service that I have received today from NFCU and expressed such dissatisfaction with the supervisor that I spoke to.Desired Settlement: I would like NFCU to be aware of how its members are treated and ensure that they are providing employees with the necessary tools/knowledge they need to be able to provide accurate information. I would like NFCU to enhance communication between the back office and its members- especially in situations where there is a problem. I would lastly like for NFCU to accurately advise members of a proper time frame of how long the actual loan process is instead of noting that calling within 1 hour would be sufficient.

Review: On Thurs[redacted] Dec 5, 2013... my credit union account (sponsored by my wife) was closed without being given any notice and without any attempt to contact the parties involved. The reason for the closing was what the company says "Unable to verify eligibility" and all the money I had in the accounts was immediately mailed to me. At no point has Navy Federal Credit Union attempted to contact either party involved. While I also had scheduled deposits that were already submitted from my employer.. a customer service supervisor informed me that they would work with their internal departments to reopen my accounts (temporarily) to allow my direct deposits to post Fri[redacted] Dec 6, 2013. The account in question (2 of 3) were reopened and the money from my check was deposited in 2 of 3 accounts...yet the main account remained closed resulting in my money being returned to my employer.

In the meantime... my wife has contacted the credit union and agreed to have someone else sponsor her membership (to keep her account active)... yet my accounts remain closed and no attempt to rectify this matter was made. Other than a local branch manager who did at least get a partial amount of my deposits refunded to me.Desired Settlement: An apology and reopen my accounts.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 9 December 2013, submitted by [redacted].

Review: Navy Federal is currently running an 80th year bank promotion where members can refer other members to receive $50 and the person they refer gets $50. I submitted my application online and filled out all of the necessary information that was required on 08/14/2013. I called back to open accounts for my children under the promotion on Friday 08/16/ 2013. The money was deposited into my account between two to four days later. I received ATM cards and [redacted] check cards. When I called to set up accounts for my remaining two children (with no money because the limit to add member and get money is five) on Wednesday 08/28/2013, I was told that my access had been restricted and I had to bring proof of membership eligibility in order to gain access to my account. I went to the bank that afternoon with the required proof, homeowners insurance in both me and my husband’s name and his access number. I was told that because I submitted the application with my sister’s information, I would have to provide a birth certificate from her and myself. My father is not listed on my birth certificate only my mother. I was told that wasn’t acceptable. So I didn’t qualify under her. My husband is a member of Navy Federal and by being his wife and being a household member with him that should have qualified me for membership. I was told that he couldn’t add any members to his account but she couldn’t say why he couldn’t add anyone. I had a payment that I submitted for my credit card using the money that was given to me by the bank but they returned the payment saying there was no money in the bank when I have a statement in front of me clearly stating there was money in the account. I did not find out about the returned payment until tonight when the credit card company sent me a statement. This is a shady way of doing business. I qualify for membership based on the fact that my husband is a member and we live in the same household even if they couldn’t verify who my father was. According to their membership rules if you qualify for membership as a family member based on the following:

Family Members—including grandparents, parents, spouses, siblings, grandchildren, children (including adopted and stepchildren) and household members

Once your family members have joined, their family members are also eligible for membership

I had already submitted the paperwork to have money direct deposited into the account. My son was the process of having his paycheck direct deposited into the account. My mother even opened up an account on 08/23/2013. I was also going to set up allotments for my children when their accounts were cleared so they could have money for school when they are old enough. I was told they would keep the account open long enough for me to get my money out and then they would close them. If they did not want to honor the promotion, they should not have run it. I qualified for membership and was turned down because they did not want to pay the money they offered on their website. I am very angry and disappointed at being treated this way by a financial institution and that is why I am filing a complaint against them. I have also turned this in to the Florida Department of Financial Services.Desired Settlement: I want them to honor their promotion and I want to keep my accounts open for myself and my children because we qualify for membership through my husband.

Business

Response:

The following posted to the Revdex.com’s Online Dispute Resolution Web site on 28 October 2013:

The following references the complaint we received on 29 August 2013 from the Revdex.com on behalf of potential Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

We recently celebrated Navy Federal’s 80-year anniversary. We offered a membership-referral incentive under which referring members and referred members each received $50.00 for up to five referrals. [redacted] received, and then withdrew, the referral credits totaling $550.00 that were applied to her accounts and to the accounts of the individuals she referred.

Unfortunately, we have been unable to verify [redacted]’s eligibility for membership through her sister, whom she listed as her sponsor. Once her sister’s eligibility has been confirmed, and [redacted]’s family relationship to her sister has been verified, the removal of the account restrictions may be lifted. [redacted], Supervisor, Membership Administration, contacted [redacted] on 9 September to explain our eligibility criteria. Our records show that [redacted]’s husband is not eligible to serve as a sponsor of new Navy Federal members at this time. He may contact us directly so that we may discuss this matter with him.

On 26 August 2013, an Automated Clearing House (ACH) debit was submitted against [redacted]’s savings account but was returned unpaid. Sufficient funds were available in the account to honor the debit on that date; however, savings accounts, unlike checking accounts, are considered by the Federal Reserve to be non-transaction accounts that cannot support the processing of ACH debits. Had the debit been submitted against [redacted]’s checking account, it would have been honored if sufficient funds had been available.

If [redacted] has any further questions, she may call us toll-free at 1-888-842-NFCU

The following references the complaint we received on 29 August 2013 from the Revdex.com on behalf of potential Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

We recently celebrated Navy Federal’s 80-year anniversary. We offered a membership-referral incentive under which referring members and referred members each received $50.00 for up to five referrals. [redacted] received, and then withdrew, the referral credits totaling $550.00 that were applied to her accounts and to the accounts of the individuals she referred.

Unfortunately, we have been unable to verify [redacted]’s eligibility for membership through her sister, whom she listed as her sponsor. Once her sister’s eligibility has been confirmed, and [redacted]’s family relationship to her sister has been verified, the removal of the account restrictions may be lifted. [redacted], Supervisor, Membership Administration, contacted [redacted] on 9 September to explain our eligibility criteria. Our records show that [redacted]’s husband is not eligible to serve as a sponsor of new Navy Federal members at this time. He may contact us directly so that we may discuss this matter with him.

On 26 August 2013, an Automated Clearing House (ACH) debit was submitted against [redacted]’s savings account but was returned unpaid. Sufficient funds were available in the account to honor the debit on that date; however, savings accounts, unlike checking accounts, are considered by the Federal Reserve to be non-transaction accounts that cannot support the processing of ACH debits. Had the debit been submitted against [redacted]’s checking account, it would have been honored if sufficient funds had been available.

If [redacted] has any further questions, she may call us toll-free at 1888842NFCU (6328).

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:

This letter accuses me of stealing $550 from Navy Federal because it stated I withdrew $550 from the accounts in question. I was angry upon reading this letter because I never received any money from Navy Federal which was the basis of my complaint against them. If I was ineligible for membership, why would they give me $550 of free money? I would have had no reason to complain about them not honoring their program agreement and not keeping my accounts open if I had $550 of free money sitting in my hand. Today, Thursday, November 7, 2013, I went to the Riverport City Market Place branch where I originally went with all of my eligibility information and spoke with manager Eeva Pakarinen. I expressed to her my anger in being accused of taking $550 from the bank. I was told the money was taken back by the bank because I was ineligible for membership. I am angry and displeased that my name has been defamed this way and I have been accused of stealing money on top of being discriminated against in regard to my account. I stand by my original assessment that I was determined ineligible for membership because they did not want to pay out the money owed to me under their 80th year Anniversary promotion, that I have not received one dime from Navy Federal, they have closed the accounts per the bank statements sent to my house and they did not honor the rules stated on their website for membership eligibility. In the response it clearly states that my husband is a member. Regardless of whatever relationship he has with them, he was not going on my account, he would he have access to them and he is an active member who has his paycheck deposited there bi-weekly. I should have been eligible. I have already filed a complaint with the NCUA as well.

Regards,