Navy Federal Credit Union

Review: On Thurs, May 22nd, three separate bank charges posted to my account. I called the bank who closed the account as these charges seemed to be linked to the actual account rather than my debit card. They issued me a new debit card which would be delivered by Tuesday, May 27th, closed the existing account, and created a new account in my name. I filed three separate Form 50 Unauthorized Charges forms for these charges on that day. On Friday, May 23rd, another unauthorized charge posted to the supposed closed account. I completed and submitted another Form 50 for this amount. On Tuesday, May 27th my new debit card arrived. I activated it via the automated phone service, and when I tried to use the card it declined. I called the bank again, and I was told that the card had been linked to my old account which was now over drawn per ten separate checks which had been written out of the account. It was at this time that the teller told me the bank had issued my same account number to a business. The business had been writing the checks against my account and the original charges were also completed by the same business. I then had to fill out a Form 90 Forgery Affidavit for Checking/Checking Protection Checks. The bank then re-linked my new debit card to the new account, and I had to pay the remaining over drawn fee for the account that was still not yet closed out. I attempted to use my card which again declined. I called the bank again the same day (05/27/14), and I was told that although the card was correctly linked to the new account, it hadn't yet been authorized via the [redacted] system. The card was now linked correctly and correctly authorized for use. I was able to use my card that night. The next morning (Wednesday, May 28th) my card was declined at [redacted] even though there was more than enough money to cover the charge. Although I had to use an alternate form of payment, the declined charge was pending on my checking account. I called the bank who said it was [redacted]'s faulty system, and the bank credited my account for the pending charge. On Friday, May 30th, my card again declined at [redacted]. I called the bank from the register, and the bank said there was an automatic hold on the card because the account was overdrawn. After further research, the account was deemed not overdrawn, and the bank said there was no reason the card should have had a hold at all. They removed the hold, and I was able to check out at [redacted] at that time. I was transferred to supervisor who informed me that the original account couldn't be fully closed out for six months to insure all pending charges were processed in full. This means any time the business uses the account, my card will not work. The supervisor was very rude, unhelpful, and resolved nothing. On Saturday, May 31st I got a call from the bank that the [redacted] charge from 5/28/14 had posted to the account, and I would now need to fill out another form to resolve that issue. On June 1st, my card again was declined when I attempted to use it.Desired Settlement: Unlink my name and account information from whatever duplicate business account that was created. Reissue a new card linked correctly to my new account. Have someone in charge, really high up, call me to apologize repeatedly for the inconvenience, misguidance, and continual hassle I have had to deal with per the bank's error.

Review: On April 25, 2014 I contacted Navy Federal (my bank)

to inform them that I was traveling out of town in Las Vegas and I lost my

[redacted] check card. Because this happened close to the weekend

they couldn't send the card to me because it wouldn't have gotten to me

in time. The representative recommend that I use [redacted]

She told it's service they provided through my bank. Because I needed the

cash for travel I agreed to have my bank remove the funds

from my account plus fees and set up this [redacted] transaction.

My bank recommended the location based on where I was located in Las Vegas.

The next morning April 26, 2014 I go to the [redacted] recommended by my bank. The location was in a Casino. I learned that the Casino only allowed customers that were staying at the Casino to use the [redacted].

Other locations were not near me

The Issue: I contacted my bank and conveyed the above to another representative

And I asked to cancel the [redacted] . She canceled the transaction and told me that the funds would be return

To my checking account in 10 days. I thought this was excessive but I went through the process to cancel. I waited 10 days and the money has not been returned to my account. I contacted my bank asked for the status and at this point I'm told that it will be four weeks before We[redacted] returned my funds to my bank! At this point I want to know what the return process is of [redacted] and I ask for tracking information and a phone number and I'm told that since this was done through my bank that it's a "back office" issue and there wasn't a number

I could call. It is now May 21 and I have not received my funds. I have no idea what's going on and I feel like my funds are bring held hostage. I'm owed 400 hundred dollars plus fees and I'm

Writing because this process has been egregious and excessive.Desired Settlement: I would like my funds return to my account with fees!!

Business

Response:

The following references the complaint we received on 21 May 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].On 23 May 2014, Navy Federal contacted our member to apologize for the delay in crediting her account and for the incorrect information she received. On the same day, our member’s savings account was credited with $400.00. As a courtesy, and in light of the inconvenience she experienced, [redacted] was also reimbursed $14.50 for the [redacted] fee she incurred.Follow-up questions should be directed to Michelle M[redacted], Assistant Supervisor, Funds Disbursement, by calling ###-###-#### between the hours of 7:30 a.m. and 4:00 p.m., Central time, Monday through Friday.

Review: On January 2nd I received an email from [email protected] stating the following:

Don't miss this opportunity. she

Apply today to get a great auto loan rate. Or, refinance your current auto loan from another lender with us and get $250.* Plus, get low, competitive rates. Act now!

My husband and myself then proceeded to apply online for a new auto loan, we were approved for a pre-approval on a new auto loan on January 3rd and picked the check up on January 5th to proceed with our auto buying. We purchased a vehicle on January 14th and figured it may take a few days for this incentive to be deposited to our account did not see this happen and contact Navy Federal Credit Union at ###-###-#### at 10:46 PM I spoke with a [redacted] in there member service department who asked about the email and what it stated he placed me on hold and then told me that the advertisement was for a refinance only, I questioned as to why it would state OR then and he said he was not sure as it did seem ambiguous I then asked what I was to do and he said he wasn't sure, I asked to speak with marketing or a supervisor I then was placed on a hold and was transferred to a [redacted] whose ID# [redacted] she stated the comma meant that it is was only for the refinance and I questioned why would there be an OR then as a comma usually proceeds OR as a continuum, she stated that we weren't eligible for this and that all she could do was send it in to marketing about my concern I asked if I would have a follow up call in regards to this and she said they do not do that, I stated that she was telling me to cut my loss and seek the Revdex.com and she said no and I explained to her this was not the first time we have had this issue as last year it was with a promo with a Credit Card and they wouldn't change anything as I did not keep the email she said all she can do is email marketing and the loan department for review and I can call back in 1-2 days as they do not call members. I told her that I didn't appreciate there poor member services especially since we have been members for almost 6 years and that I too work for a Credit Union and we do not treat members in such manner and do not display ambiguous or false advertisement. Also told her that I hated to have to call and have someone different as last time a similar incident occurred I spoke with about 4 different people at different times and nobody had placed any notes on the account as to the issue, but said they had each time. She then gave me her ID# after I requested this and her name.Desired Settlement: I would like the $250 incentive that was advertised as we were enticed to continue business with them and create a new auto loan with them. I would also like more contact for concerns from the business if requested and better member service.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 10 February 2014, submitted by our member, [redacted].

Review: I was told I would get $200 for providing documents which I did. I was subsequently told that it was a mistake and that I would not get the promised $200. Please see below from email exchanges -

Can you send me the truth in lending, the entire good faith and the price commitment/lock in agreement? I can try to match that rate if I can't you get $200 after closing with the other lender

So really it is a win-win right?

Mortgage Loan Officer

Phone ###-###-####

FAX ###-###-####

Blackberry ###-###-####

[redacted]Desired Settlement: I did my part of the agreement and provided Navy Feds with requested documents which cost me time and money and provided them with competitive information about other institution offerings. Once they decided they would not match the interest rate, which I gave them a fair chance to do, they renegaded on their promise.

It would only be fair that I get the promised $200.

Business

Response:

The following references the complaint we received on 28 October 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I have two outstanding loans with Navy Federal 1. Car Loan(up to date) and 2. Signature Loan(pass due). My car loan monthly amount is around $460 and my signature Loan is around $750 monthly. I recently separated from the military May 2014. I contacted Navy Federal to provide them an update as it related to my loans. On my Signature loan I had insurance on my loan in case of unemployment. During the process of receiving the loan they sent out a promissory note on three separate occasions each time I signed and mailed it back in to Navy Federal. I went to the bank on a separate occasion and I was told I was not allowed to do any business on my account due to my account having a hold on it. I was told I needed to sit down with a rep from the bank. I waited to be seen by a rep and upon coming in the office the manager that helped me turned his computer monitor around and told me that my account had a hold on it because I never sent in the promissory note for my signature loan. I stated to him I had mailed it in on three different occasions and I was not going to sign it for the fourth time. I was told by the manager unless I signed it again he could not take the hold off of my account. He printed out the paperwork for me to sign and I ensured the insurance was on the documentation before I signed it again. I also ensured with the manager that the requested insurance was correctly documented on my paperwork. He stated that everything was correct and he uploaded my documents and took off the hold on my account. Fast forward to today. Navy Federal has called me at least 40 times in relation to my loans. I have stated every phone call I separated from the Military in May and each time I am told this is the first time Navy Federal is receiving the information and they will update my account. Each time I request to talk to a manager to see why they canceled the insurance on my signature loan each time they tell me they have to research the information and call me back. I was told that the insurance was canceled at my request which is not correct at all. I was called today by the collections manager and I explained everything to her and she stated the same thing everyone does I will look into it and call you back. During our phone call she stated to me that my car was going to be taken do to cross collateral(Which is new to me). I feel this is an unfair practice and it is boarder line loan sharking. I stated to her if Navy Federal had figured out who made the error in canceling my insurance on my signature loan without my knowledge or permission she wouldn't be on the phone with me because my insurance that I qualify for and signed up for would have taken effect and I wouldn't be behind. I stated to her that I borrowed the car note money from my brother-in-law because I knew I didn't have the insurance on the car and I wanted to ensure I didn't lose it. No verbiage I signed with Navy Federal is clear in relations to cross collateral and as I stated once I start working I would be able to start back making payments.Desired Settlement: The desired outcome I am looking for in this complaint is for Navy Federal to fix their error as it relates to canceling my insurance on my signature loan. Take responsibility for their error and fix my account to reflect the insurance being used on my account. Navy Federal error has caused a lot of stress and unneeded fear to my family. The cross collateral clause and rules should be clearly stated in loans to their consumer. It makes a person that falls into hard times feel like a bank that they have been in excellent standing with have become a loan shark.

Business

Response:

The following references the complaint we received on 20 October 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Dawn K[redacted], Lending Protection Specialist, spoke with our member regarding his concerns on 24 October 2014. According to our records, on 5 December 2013 our member applied for a Personal Expense loan ending in [redacted] through our Contact Center; he enrolled in our optional Payment Protection Plan (PPP), primary coverage for Loss of Life, Disability and Involuntary Unemployment for the loan. At that time, [redacted] was read a disclaimer; a section of the disclaimer states the following, “If you selected one of the optional Loan Protection Programs, initial the selected coverage and sign your Promissory Note before returning it to Navy Federal. Failure to do so may result in the cancellation of the optional Loan Protection plan(s) selected.”The loan documents were mailed to our member’s address of record at that time for [redacted] to sign and return the Promissory Note. Navy Federal did not receive the required Promissory Note and two additional follow-up requests for the Promissory Note were mailed to [redacted] on 6 January 2014 and 5 February 2014. When the requested documents were not received, a letter was sent on 8 April 2014 to [redacted], notifying him of the cancellation of his optional PPP due to non-receipt of the signed Promissory Note and the required initials for the optional Loan Protection Program for the loan ending in [redacted].On 17 June 2014, [redacted] visited the [redacted] Branch and a Navy Federal team member reprinted the required Promissory Note for [redacted]. He then completed and signed the Promissory Note and added a date of 6 December 2013 next to his signature. **. [redacted] became unemployed on 19 May 2014. At the time he visited the branch, [redacted] was no longer eligible for full protection which includes Disability and Involuntary Unemployment protection. At this time, due to his current unemployment status, he would be eligible for Loss of Life protection only.As a member courtesy, we will re-enroll our member in the optional PPP program, and use his original enrollment date of 6 December 2013. Per his request, he was enrolled in Loss of Life, Disability and Involuntary Unemployment. We cannot change his original enrollment request without his signature and a selection change on the Loan Protection Service Application. An Involuntary Unemployment claim was initiated on 28 October 2014.PPP fees from 6 December 2013 to 13 November 2014 have been waived. Our member will be responsible for any PPP fees that occur after the payment date of 13 November 2014. [redacted] will receive a letter for optional enrollment, providing him with his current protection type and new payment amount; he may change or cancel at any time as he is currently enrolled in Loss of Life, Disability and Involuntary Unemployment protection. The current monthly payment is $650.46; however, his internal transfer was initially set up for the 1st and 15th of every month in the amount of $356.18, equaling $712.35. This new payment will be $712.35. Since he did not change the internal transfer, [redacted] should ensure the information is correct and contact us to make any adjustments if necessary. We have included a Loan Protection Service Application, which allows him to cancel and/or change protection types; he may mail or fax the form back to us. We are unable to change the protection from Loss of Life, Disability and Involuntary Unemployment to Loss of Life without the completed and signed form.Follow-up questions may be directed to Ms. K[redacted] by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Review: This is in reference to home equity loan # [redacted]. I recently refinanced this loan through another lender and I am saying that the payoff figure quoted by NFCU is inaccurate. NFCU tacked on thousands of dollars in un-paid monthly payments and interest charges to make the final figure a few thousand more than it should have been. Because this loan had previously been discharged in a bankruptcy in 2008 there is, legally, no debt and, therefore, NFCU cannot tack on any fees, interest, etc. on the existing balance. The only right that NFCU retained was a lien on the property. I know that it is a common practice for banks to tack on any unpaid monthly payments, interest, etc. on a normal loan, however, because this loan has been discharged in a bankruptcy that cannot legally be done in this case. By the way, the exaggerated payoff has been made and I have letter from NFCU indicating the lien has been released.Desired Settlement: A check that reflects the difference between the payoff number and the actual balance on the loan. Approximately $2,500 to $ 3,000 dollars.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 14 October 2014, submitted by our member, [redacted].

Review: I am currently an active duty servicemember since 1992. However. Navy Federal has been charging me late fees & a annual percentage rate over the allow amount based on the Servicemember's Civil Relief Act.

According, to the Servicemember's Civil Relief Act the annual interest rate on my account should not be over %6 and late payment fees should NOT be assessed. However, I assess late fees and my annual interest rate is over %6. This is going back to when my account was first open up my accounts. I have two car loans and a credit card with Navy Federal Credit.Desired Settlement: Please fix my account to reflect the correct annual percentage rate. And apply the necessary refund (over pay interest and late fees) to my account. Thank you

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 18 September 2014, submitted by our member, [redacted].

Review: Approximately one month ago, I submitted an online application to start my second business account with Navy Federal. After I submitted the documentation which was required, I followed the application process up with an email. After several days, I once again sent emails and called the stated business officer, Monica H[redacted] to find out the status of the account. I left messages as well, however, nobody returned my emails, or phone calls. I finally received an email from the business services department stating that I needed to send my state ID. I sent that state ID, followed up with another email 24 hours later to ask about the status of the account, and finally got an email back approximately one week later stating that there were no attached documents. I re-sent those documents, however, once again, did not hear anything back from the business services center. Eventually, several weeks later, one of Monica's subordinates emailed me, and asked me if I still wanted to open an account, as the application had been archived. I sent her an email back, and replied "Yes, Please, I would appreciate that", and she stated that the account would be created that day.

Still no account was created, and I phoned NFCU several more times to attempt to get ahold of someone who could help me in the business services department. I left messages, to no avail. I finally decided to make the case with the customer service department, and asked them to file a formal complaint for me. Later that day, I was both emailed and called by Monica stating that I was not eligible for a business account as my old business account was "charged off". Again, I attempted to send an email to inquire, followed up by an email, however, still no response. Again I called customer service, and insisted that I speak with a supervisor to review the reason why my old business account was "charged off", and why I was not eligible for an account. They stated it was because the account was $67 overdue. The old business account was NEVER used. It was a savings account which required a $5 deposit, and nothing was ever charged, debited, nor credited to the account - especially nothing that was or would have been authorized by me. Additionally, I never once received anything from NFCU stating that my account was delinquent. In order to try and once again expedite my account creation, I asked the supervisor if I could pay the $67, and have them open an investigation to find out why I was charged, as the charges were very suspicious. They stated that they could not and would not do that. Additionally, I was in Afghanistan when these "so called" charges were posted to my account.

I have lost a SUBSTANTIAL stream of revenue from customers who wanted to purchase from my site because of NFCU. If they would have told me in a timely manner that there was a problem with the account, I would have simply asked them to investigate the charges, and find another bank to do business with if I knew this process would take over a month.

I never had any issues with NFCU, and never had any delinquent accounts. This is the first real issue, however, it was a pretty major one, as I have suffered significant losses due to their utter incompetence and lack of regard to customer service/support within the business department. I would never, ever treat my customers and/or clients in the way they have, and frankly, I'm surprised their business department is still active.Desired Settlement: I request not only a billing adjustment to my old account which was never used, but I also request a letter of sincere apology from the director of the business department, and a promise to correct this lack of regard for business customers in the future. I would have expected a PHONE CALL (please NFCU, if you learn anything from this, use your telephones) if there was an issue with ANY of my accounts. Teach your banking officers about what business means - as the clearly don't know. Teach them that a win-win situation will make the credit union more profitable in the future. Honestly, this situation has destroyed the relationship and trust that I had with this credit union.

Business

Response:

The following references the complaint we received on 14 June 2014 from the Revdex.com on behalf of Navy Federal member [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.

Consumer

Response:

[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.]

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,

Review: Due to a lot of family issues and being extremely busy from Nov. through Feb. we didn't get around to checking our business bank statements as we had no transactions anyway. When I checked in March I found that NFCU had allowed fraudulent, recurring charges to be made on our account that entire 5 months. I called them immediately at that time. They had me fill out a form, which I returned to them immediately also. I was told that the charges would be reversed as soon as they processed it. Now I found that the charges weren't ever reversed. I was told today that, although the form was processed fine, they won't be returning the funds to us because it was more than 24 hours. This is not what I was told when I called them and the accountants and others I've talked to, say they never heard of this stipulation before. NFCU are the ones that allowed the fraudulent charges to be made to our account without ever trying to verify them with us. Then they lied about how it would be handled and were quite nasty about it today. The rep gave me the supposed phone # of the company that had made the charges, but it was wrong. Our very small, just getting started business is out more than $106 due to NFCU's negligence. We feel this was NFCU's fault to begin with, as they should have verified this monthly charge with us, before ever paying it out. If they had returned these funds to us when they said they would we would have been receiving interest on them as well. This has cost us money, time and a lot of hassle. We would never put a recurring charge on our bank card; and they should never have just accepted this charge, as we never signed anything or gave any kind of permission for this through Intuit or NFCU. It was wrong of Navy Federal to allow unauthorized charges to our account for 5 months. The original NFCU rep we spoke to said that there is a credit card processing station out there that gets the companies information and passes it on to other credit card processors to charge that account monthly without authorization. So, clearly NFCU knew of and had dealt with this problem before yet they allowed this to happen without even attempting to verify it with us. Then they lied about getting the money back into our account and are now being very nasty in handling this.Desired Settlement: We are owed back the initial funds that NFCU allowed to be illegally paid out of our account; plus the interest we would have received on those funds for the nine months they haven't been in our account now. Also, it would only be right that they compensate us for all the time and hassle we've had to take out of conducting our daily business to deal with this.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 7 July 2014, submitted by our member, [redacted].Perry D**, Manager, Business Services Operations, called [redacted] on 1 August to discuss the concerns presented in her complaint regarding Automated Clearing House (ACH) Cash Concentration or Disbursement (CCD) debits to her business checking account, [redacted]. The transactions are subject to National Automated Clearing House Association (NACHA) Operating Rules and Guidelines.A Written Statement of Unauthorized Debits form was submitted by our member to Navy Federal on 17 February 2014, for unauthorized transactions occurring between the dates of 4 November 2013 and 5 February 2014, from [redacted]. NACHA allows two business days for returns on CCD transactions; since the time limit for returns had expired, Navy Federal was unable to return the debits, totaling $96.35.In an effort to assist our member with her dispute of these items, Navy Federal contacted the Originating Depository Financial Institution, [redacted]. We were advised that [redacted] will not return the funds, and that our member should contact the merchant directly at ###-###-####.As a courtesy, Navy Federal refunded the disputed amount; a credit of $96.35 posted to our member’s business checking account on 1 August.If [redacted] has any questions, she may contact Tandy I**, Supervisor, ACH Origination, directly at ###-###-####, between the hours of 7:00 a.m. and 3:30 p.m., Eastern time, Monday through Friday.

Review: I recently had a chapter 13 dismissed. The bankruptcy department at Navy Federal Credit Union processed two transactions, on on April 2nd and the other on April 4th, without my authorization.Desired Settlement: I want the money returned to the account it was removed from.

Business

Response:

The following references the complaint we received on 15 April 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: The Navy Federal offered a promotion to family members of their financial institution in which they gave $25 to each member as well as the family member who joined. However, they failed to inform potential members that they would need to provide verification such as birth certificates which reflected the same birth father or birth mother. In addition to this, Navy Federal failed to reach out to the new members to provide this information, but instead placed a restriction on the accounts. Myself and my two daughters could not access our funds. We would not have known this until we went to the ATM and could not receive money to pay our bills. After numerous attempts to contact Navy Federal, we experienced 45 minute wait times and then were transferred to a voice mail. Mind you, we began calling at the beginning of the business day. To no avail, received no return phone call. After several more attempts, I finally was able to speak with someone in security by the name of [redacted]. This individual displayed very poor professional customer service skills and was quite rude. She even hung up on me. I faxed numerous documents to her, such as my mothers [redacted], copies of my military IDs as well as my deceased husband's military ID. Still this was not enough for them to unlock my funds She then asked for my birth certificate to prove that I was in fact my mother's child. I have married, therefore I no longer have my birth name. As a result of this, they made me go and purchase a certified birth certificate, causing me to lose time at work. Again, this did not suffice. She then wanted me to go to the social security office to obtain a letter verifying that the social security number reflected on my military IDs and my bank account were in fact my social security number. Go figure. Do you really think the Armed Forces would not have verified my social security number. At any rate, again I lost time at work to go to the Social Security Administration to obtain the letter she requested. After faxing all of these documents, I phoned her and she was quite rude. She stated that she had not received the documents yet and that she would be in meetings the remainder of the day. I explained to her that I had received an OK transmission hours prior. She stated that she did not have the document and hung the phone up on me. I called back to speak with her supervisor and again, received a voice mail. On the next business day, I received a phone call from her, indicating that she had received the document and had unlocked my funds. She went on to ask me why I felt that she was rude to me as a result of her supervisor's concern. I explained to her that I speak with veterans and other customers daily and it never once crossed my mind, nor would I ever hang the phone up on a veteran or any customer while they were trying to communicate a concern or issue.

My daughter's account is still restricted and she has direct deposit, she can't access her funds to pay her bills. She has provided Navy Federal with her birth certificate reflecting my name as her birth mother. Still her account remains restricted. It is so frustrating that an institution can lock up your hard earned money without any notice. There are no local branches in Missouri, therefore one would have to travel an hour to get to a branch. My daughter attempted 4 times today to contact Navy Federal and each time she was placed on hold for over 45 minutes. At this time, no one has returned her call. This institution is collecting interest on the money that the members deposit, but they will lock your money up where you can't touch it to take care of everyday expenses.

Business

Response:

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

Review: 10/18 10/21 [redacted] ###-###-#### TX $2,010.66

10/10 10/10 [redacted] ###-###-#### TX $1,354.31

10/02 10/03 5[redacted] ###-###-#### TX $190.78

The 3 charges above were charged and they are unauthorized. Navyfederal did not hold the charges and request for me to confirm them. Instead they let the charges go through and ship merchandise from [redacted] to somewhere in Michigan. When I opened a fraud claim on navyfederal they were slow, incoherent and disrespectful to me and my almost 3 years as a customer. They said they had spoken to [redacted] and [redacted] says that I ordered the merchandise. Well...if someone has my card information from phishing online I can only assume that they have my name and address as well to make the purchase. Navyfederal then told me they are doing a claim but will not be able to help me in the future. What a joke. They are false advertising with their 0% liability. If I sign a waiver stating under perjury I declare these charges to be unauthorized.... pretty sure they are unauthorized. Navyfederal goes ahead and takes [redacted] word for it over THEIR OWN CUSTOMER. Navyfederal then told me that I have opened other claims in the past. I told them those claims are for not received merchandise (where the company told me to open a claim against them). I have been treated wrongly by Navyfederal the passed 1 and a half to 2 years. I never felt so unsafe and not cared for in my entire life. I would feel safer locked up in Guantanamo bay. If you were to ask [redacted] to provide HARD evidence that shows my voice over the phone or me signing anything or them ever getting a hold of me at my specific PHONE NUMBER. They would have 0 proof. I have never spoke with them until I called about the fraud and they told me to open a claim with my bank. Navyfederal then told me "We will send this to fraud but they may or may not deny the claim." Navyfederal has gone two billion feet below the standards and is false advertising their 0% fraud liability.Desired Settlement: 3546.75 back to my credit card. From there I would like my account closed and my money refunded to me. I have heard nothing but good news from [redacted] Credit Union. Navyfederal has gone in the crap hole and I am not proud to say I am apart of them.

Business

Response:

The following references the complaint we received on 14 November 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

We regret our member’s recent dissatisfaction with his Navy Federal credit card services. Our records show that, on 19 November (with an effective date of 15 November), he received [redacted] Signature Cash Rewards account adjustments of $190.78, $1,354.31 and $2,010.66 related to reportedly fraudulent transactions initiated by [redacted]. If the merchant does not provide sufficient information to refute the claim, the adjustments will be considered permanent 45 days after 19 November.

Our member has verbally indicated that he wishes to keep his Navy Federal credit card accounts open. Because he has filed numerous questionable claims for disputed (not fraudulent) charges within a short period of time, he has been advised that future dispute claims may be declined. Should he have any questions, he is welcome to contact [redacted], Supervisor of Card Fraud Prevention, at ###-###-#### between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

Review: I opened up an account with Navy Federal on this pass June through this promotion they were having, so last week I decided to apply for a loan and they asked me what was my affiliation with the military and I told them there wasn't any and right then they closed my account because the person I was under wasn't related to me but never did they once mention anything about relationship, military status etc. So I've been speaking to different reps and a supervisor today that said the representatives should've asked and that she apologizes but that still isn't fair to me because Navy Federal failed to give out the correct rules and regulations of opening an account. Now they're asking for birth certificates of a relative that I'm related to in order to keep my account open and I don't have that information. I would really like to keep this account open and I don't think I should be penalized because of Navy Federal's mistake.Desired Settlement: I would like to continue with my account.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 12 September 2014, submitted by [redacted].

Review: This complaint is against NFCU for refusing to return my EDD benefits back to [redacted] who transferred funds to this old account I no longer have. I am receiving EDD benefits that [redacted] handles for them. I received a letter that states that my benefits are to be put on their bankcard. Somehow, [redacted] has been going off old info of over two years ago. NFCU is not my current bank anymore. Since my claim was opened with EDD this year, [redacted] has been transferring funds over to NFCU. I called them and asked them to please remove that old info. They never did. In April, they did it again, but NFCU returned to [redacted]. I thought the issue was resolved. I received an email on 5/6/2014 that yet again that two EDD amounts of $294 ea were transferred to NFCU. I called [redacted] only to find out that the transfer button was not released. The agent was to update it and told me that NFCU would return the money back in two days. It is 5/16/2014 and the money has not been returned. I called [redacted] on 5/14/14 or 5/15/14 again only to find out that the transfer was still active...UNBELIEVABLE! The new agent supposedly deleted the info and told me to call NFCU to find out where my money was. I did so, and found out today that they sent my money to a collection agency that had me on charge off on two accounts. They did not do this before so I they did it this time is beyond me. They are refusing to return the funds to [redacted] is saying that they will investigate, but that if there is no phone record of my request, then it is my problem to deal with NFCU. I find it absolutely obscene their behavior and NFCU's. These are EDD benefits that I need to survive on, and will be kicked out of my place of dwelling if I can't pay the rent. I am caught in the middle by errors initiated by [redacted]. I did my part to request this old account info to be deleted and now I may not be able to get my money back because it was absorbed to charge offs without my permission. This needs to be resolved. I am a senior citizen and I can't have this be happening to me. I will not stop until I get a resolve. This is unacceptable. The indifference and the unwillingness to correct an error from [redacted] and the unwillingness of NFCU to release the money back is unacceptable. The collection dept. at NFCU has a number ###-###-####. The last four digits of the account I used to have there is [redacted]. The [redacted] telephone number is ###-###-####. NFCU just called me now from the dept that absorbed the money, and told me that

[redacted] has to send them a letter requesting the money back since it was their error. I NEED HELP! The amount in dispute is two transfers of $294.00 ea total $588.00 that were transferred on 5/7/14 to NFCU without authorization.Desired Settlement: I want NFCU to return my funds immediately to my [redacted] card that EDD sends my funds to. They are refusing to help. The amount in dispute is two transfers of $294.00 ea total $588.00 that were transferred on 5/7/14 to NFCU without authorization. They returned my money last month when [redacted] made a similar error back to my [redacted] card, but this money for May 2014 was not! I am a senior citizen and can't have this going on.!

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 18 May 2014, submitted by our member, [redacted].

We have researched the concerns presented in our member’s complaint. [redacted], Business Systems Analyst II, attempted to contact **. [redacted] on 19 May; however, he was only able to leave a voicemail message. Our member’s consumer loan and credit card account balances were previously charged to our reserves due to non-payment. We acknowledge that funds which were received via external transfer on 7 May 2014 were applied to these accounts to reduce the financial loss to the credit union. Navy Federal has no record of another transaction from [redacted] posting to the account in the year 2014.

**. [redacted] has been advised that the funds in question will not be returned unless Navy Federal receives a formal request from the sender, [redacted], to recall the funds.

We encourage our member to contact our Counselors toll-free at ###-###-#### to negotiate suitable repayment arrangements for the outstanding balances of her accounts. She may reach [redacted] at extension [redacted], or [redacted] at extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Monday through Friday.

Consumer

Response:

--------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jun 6, 2014 at 3:18 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

[redacted] is not cooperating and sending NFCU the form they requested to recall the funds.

Review: I have been constantly contacting Navy Federal Credit Union on why there credit card department takes over 21 days to process a clients payment when mailed? I even showed support when the weather across the whole United States this year was bad. But then when I had to pay my truck loan through the same organization and it only took them three days from the time I mailed it to the day that it was processed. The credit card payment can and now has taken almost taken a month to get to Navy Federal Credit Union and they do not call or contact in any way I also called last month when this had happened that process had taken 28 days to mail and process the manager told me that I was the one taking the risk by mailing the payment out and that some mail sometimes does not make to them. I in turn told him that was not an except able answer if the check does not reach the establishment in a certain amount of days you need to notify the member so that proper actions can be made example canceling the check or tracking it down I have had my identity stolen before I do not need checks floating around somewhere. I also informed them that I no longer receive my credit card statements. Navy Federal's answer is always well our records show we do. This is not how to treat a service member.Desired Settlement: I would like the late fees taken off and this has been a problem for quit some time now at least three months. And when I keep calling them and telling them that the credit card statements are not making it do not keep telling me well our records show that they do. They are not. So quit trying to send them because by now someone out there is getting my information and that completely disturbs me.I have tried to settle this on the phone and on the internet I can no longer access my account.

Business

Response:

Review: In mid-late May, both my parents and I received *numerous* voice mails every day for a period of about a month from Navy Federal Credit Union (NFCU) pleading for my brother to call them back about an account/debt he had with them. My brother has not lived with me in over 15 years and never at my current address. He has never given NFCU my or my parents' phone numbers at any point in time. After about a month of nonstop calls from NFCU---multiple times a day and as early as 7am in the morning on weekends and during the week---I finally had had enough and called NFCU back to explain that I know nothing about my brother's current situation with them and to stop harassing/calling me and my parents about it.

For about a week or so, the calls stopped. However, they picked right back up shortly after and they've been calling my house non-stop every day for the past 3 weeks, exact same deal---multiple calls each day and some as early as 7am. I'm constantly awoken from sleep b/c of this and I'm absolutely sick and tired of them harassing me like this, especially when I had already explained the situation and told NFCU to stop calling me (and my parents).

I received 2 more calls from NFCU today and decided to call them back (again). I tried to retrieve as much information as I could from the reps but they said legally they weren't allowed to give me the information I requested. The rep I

spoke to today's name was [redacted] and she gave me her employee ID, but said I wasn't allowed to have anything more. I asked to speak to a supervisor about things, and after expressing my frustration about the situation, he told me he had nothing more to say, and when I asked him a simple question about what was going on, the guy simply hung up on me. This guy was one of the most unprofessional people I've dealt with in quite some time; you don't just hang up on someone like that, especially considering I had a legitimate complaint. Regardless, before he hung up, he said that my phone number was listed on my brother's account with NFCU. I told them the only possible way that that could be the case is if someone in his company put it there, as I've already spoken to my brother and he's never given my number out to them (or anyone for that matter). And that did not explain why my parents were receiving the exact same harassing phone calls. I also explained to him that I spoke to NFCU over a month ago and said to stop calling me, and he even admitted to me that they had that in their notes in my brother's record.

I'm looking into the possibility of suing this company for harassment. It'd be bad enough if I was the actual person who owed them money, but I'm not, and I have nothing to do with my brother's financial situation at all. I'm not sure if there's anything the FTC can do about this (I submitted a complaint to them just prior to this one), but companies like this should not be allowed to do what they do. I can understand a few calls initially, but when they have the wrong person and you tell them to stop and they refuse to do so, I think they should be fined heavily so that they don't continue to abuse their power and make people's lives miserable. The supervisor I spoke to should be fired or reprimanded for his treatment of me earlier today as well, as I was calling with a legitimate complaint and he was rude and hung up on me. Please let me know if there's anything additional you require from me. I can give you call logs for the past 2 months proving my claim here. Thanks for your time-

Sincerely,

[redacted].Desired Settlement: It should be illegal for them to harass people the way that they do. I would ask for damages here since they have severely impacted my sleep and sanity over the past 2 months, not to mention my relationship with my brother on my constant questioning him of the situation, but I seriously doubt they'd do anything in that regard. I just want these harassing calls to stop, to fix things in their system, and the supervisor I spoke with to be reprimanded in some way for his completely unprofessional behavior earlier today. I will definitely sue this company if I receive even one more phone call. An apology would be nice here, but again, I seriously doubt this company has any morals at all when it comes to this stuff if they're actively having their employees harass people and ignore prior comments. Even though I don't use my checking and savings accounts with them, I'll most likely be closing both because of how I've been treated these past couple months. I've filed complaints with both the FTC and National Credit Union Administration as well. What this company is doing in terms of harassment needs to stop.

Business

Response:

The following references the complaint we received on 23 July 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: In January 2011, I acquired a $2500.00 personal loan. I started to withdraw $500.00 per day(its my money) and on the 4th day, my account was closed claiming fraud. When I opened the account I provided my drivers license and ss card. Then a lady asked me to send her my birth certificate and my parents wedding license. I told her [redacted] no. I still had to repay $2500.00 when I only received $2000.00 In September 2011 I was laid off from my job. The insurance company [redacted] paid my personal loan for 6 months October 2011 - March 2012. The insurance company paid late , NFCU has reported these months as late although they were aware of the insurance claim, they have to send me the papers to complete. Then they charged the account off while I had resumed payment. NFCU refuses to change how the loan is reporting and they still show the incorrect report. Credit reports show 30, 60, 120, 150, charge off. What happened to 90? After several disputes they still refuse to correct their error.Desired Settlement: change the report on my credit bureaus to show NEVER LATE, PAYS AGREED , ACCOUNT SATISFIED

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 21 August 2013, submitted by our member, [redacted].

[redacted], Lending Protection Specialist, attempted to contact **. [redacted] on 28 August; however, he was only able to leave a voicemail message. We have researched the concerns presented in our member’s complaint regarding his personal expense loan, which was established on 14 January 2011 with the first payment due on 17 February 2011. Our member chose to enroll in our optional Payment Protection Plan (PPP) at that time.

Our records indicate that the loan became delinquent on 27 February 2011; the delinquent status was continual through March 2012. In accordance with the terms of the PPP, Navy Federal ceased coverage of the plan for the loan due to the status of the account. Our letter dated 18 November 2011 was sent to **. [redacted]’ address of record to advise him of the action taken. The loan was closed and the outstanding balance of $2,287.56 was charged off on 28 March 2012 due to delinquency. Since this information was accurately reported to the three nationwide credit bureaus, Experian,

TransUnion and Equifax, no adjustment will be made. We encourage our member to contact **. [redacted], Collections Counselor, at ###-###-####, extension [redacted], to discuss repayment options. Once the account balance has been paid in full, or a settlement agreement has been satisfied, Navy Federal will submit a request to update the loan account information.

On 28 February 2012, our claims administrator, [redacted]. ([redacted]), received an Involuntary Unemployment claim from **. [redacted] requested additional required documentation from our member on numerous occasions to complete the claim process. On 5 April 2012, upon receipt of the requested documentation, the claim was approved, and payment of $775.49 was provided to Navy Federal by [redacted] to cancel loan payments for the time period 1 September 2011 through 29 February 2012. An Explanation of Benefits was sent by [redacted] to **. [redacted] on 6 April 2012, detailing the canceled payments.

The payment due date for our member’s loan account was the 17th of each month. As a result of his delay in providing the required paperwork to [redacted], the agency was unable to cancel payments for the loan until 5 April 2012; the payment of $775.49 was applied to the balance of the loan, reducing the outstanding balance to $1,837.33. However, as indicated in Navy Federal’s PPP Agreement and Disclosure, during the time it takes to process a claim, our member remains responsible for making at least the minimum payment due on the loan by the due date. This information was provided to our member when the loan was established and the coverage was purchased.

We have attached a copy of the PPP Agreement and Disclosure, which provides full details of the terms and conditions of the program. Also attached are copies of letters sent to **. [redacted] by [redacted], our letter dated 18 November 2011, the documents provided by our member and the loan account transactions for the time period 14 January 2011 through 28 March 2012.

If **. [redacted] has any questions regarding the PPP, he may contact [redacted], Lending Protection Specialist, directly at ###-###-####, between the hours of 7:30 a.m. and 4:00 p.m., Eastern time, Monday through Friday. Any other questions concerning the loan account may be directed to [redacted], Supervisor, Consumer Loan Services, at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.

Review: I have been a long-time member of the world’s largest credit union, Navy Federal Credit Union since, July 14, 2005. I even had my mother [redacted] sign up with Navy Federal Credit Union and my sister [redacted] – never got the $25 referral bonus for signing them up. I signed up for one of Navy Federal Credit Unions financial product, the [redacted] Signature Flagship Rewards credit card. I signed up back on October 23, 2009 with a rate of 12.9% and have been a long-time cardholder. I never been late with payments however every time I have requested for a lower rate – my request are denied.Credit card interest rates are often a negotiation however Navy Federal Credit Union refuses to offer me a lower interest rate. The Credit Card Lending Team keeps telling me that I do not qualify for a reduction in rate. I do not understand why as my [redacted] Platinum has a rate of 10.99%. I've been a good customer for almost a decade, but I really need to have a lower interest rate on my credit card.Desired Settlement: I would like Navy Federal Credit Union to deliver world-class service and provide me with a better rate on my [redacted] Signature Flagship Rewards ending [redacted]. I have had a credit card with Navy Federal Credit Union for three years with no late payments. Within that time, I gave a lot of business to Navy Federal Credit Union. The interest rate that I have currently is way above today's average credit card rate. I would like Navy Federal Credit Union to reduce the balance transfer rate and Annual Percentage Rate (APR) and interest rate on my existing [redacted] Signature Flagship Rewards account down to 9.9% - 10.93%.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 23 July 2013, submitted by our member, [redacted].

Navy Federal offered a bonus of $25.00 for membership referrals in May 2010. Since our member referred [redacted], for whom an account was opened in June 2010, within one month of the offer, we credited $25.00 to her savings account on 24 July 2013. We are, however, unable to extend the same offer for the referral of [redacted], as her account was opened in July 2009, at a time when Navy Federal did not offer a membership incentive.

We have researched the concerns provided in **. [redacted]’s complaint regarding the interest rate for her [redacted] credit card account. After careful review, the Credit Card Lending Team determined that the account does not qualify for an interest rate reduction at this time. Members’ accounts may be considered for an interest rate reduction only once every 12 months from the date an account was opened or from the date that the rate was last reduced.

If **. [redacted] has any questions, she may contact [redacted], Assistant Manager, Credit Card Servicing, directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: approximately, a year and a half ago, navy federal credit union took payments out of my [redacted] bank checking account without authorization. After asking to hear proof that I authorized the payment, they refused to give it to me. they sent me from one representative to the next never giving me an answer. I contacted [redacted] bank. The closed my account and opened a new one. Navy federal never resolved the issue. This same thing happened a few months after. This time everything unfolded the same way with one exception. [redacted] closed my account and launched an investigation of their own against navy federal. The issue was taken care of on [redacted] end, and they took good care of me as a customer. I do not believe the issue was ever resolved with navy fed.

Again this happened 07/16/13. Three consecutive payments on my loan account were taken from my [redacted] bank checking account. After calling and speaking with several different representatives from navy federal, one told me this, " Looking at the information we have here, it is clear that You did not authorize these payments, and that they were set up by [redacted], extension [redacted]." After transferring me on to yet another representative, the issue has yet to be resolved. Most of the time, their only response is, 'well, it's your problem, you authorized the payments.' They refuse to furnish proof that the payments were authorized, and refuse to do the right thing, in returning the money. I have told them, that the only thing I want is for the situation to be resolved. For Navy Federal Credit Union, this is just a couple hundred dollars, for me and my family, this is a couple hundred dollars that cannot buy groceries, and that I cannot feed my children with. My ssn, is [redacted] , the address they have on file for me is, [redacted]. Please help, in holding this company to the standards we expect in today's market. They seem to have little to no accountability for their employees or their own business practices.Desired Settlement: I would like simply, for the money taken from me to be returned. I would as well like there to be accountability for this business to answer to. There doesn't seem to be any, and they have proven time and time again that they will do business the way they please with little to no regard for their customers/ clients.

Business

Response:

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

I have been banking with Navy Federal for over 15 years now. They have always provided me with wonderful costumer care. I have also gotten a consumer loan and a car loan through them. Interest rates are great and ease of their services are wonderful. Thanks Navy Federal and job well done!