Navy Federal Credit Union

Review: I wanted to advise of a terrible customer service experience I had today with NFCU and [redacted] and [redacted] in particular. When trying to refinance our house that is currently on an NFCU mortgage loan for 6.5%, I called NFCU and eventually heard back from [redacted]. I went through the 45 minute application process with him, and at the end was told we would qualify for a 5.125% loan. Beings I just closed on a house in [redacted] (through [redacted]) for 1.1M at 3.25%, (and I understand rates have gone up) I was disappointed in the rate, and advised him on the phone not to proceed, that I wanted to shop elsewhere before making a decision to move forward. I then left for vacation on 9/25 for 8 days to [redacted] Alaska, where I had little to no access to phone or email. Upon my return I had discovered that despite my request, [redacted] had moved forward with the application process, and actually ordered an appraisal - at a cost of $380 - a cost I did not want to incur until I had made a decision on who to move forward with for the Refi. When I returned home from vacation, I received what I considered harassing calls from [redacted] to hurry up and complete the paperwork to move the loan forward. Also, his calls sometimes came at 6:45 in the morning! What kind of company calls their customers at 6:45 AM?!? Telemarketers sometimes, certainly not companies who pride themselves on customer service. I was surprised to find out the application/process had moved forward in my absence, and that my wife had been contacted by an appraiser. Without being able to contact me, she assumed I had provided consent to move forward, and although she was confused as to why an appraiser would be calling at this point in the process, (despite our request not to move forward), she helped him to coordinate an appraisal of the property.

The appraisal was already done by the time I got home, and upon inspection of the documents that were waiting for me, I discovered that NFCU was going to charge us nearly $10K to refinance a $300K home - which did not make it a competitive/viable option. At this point, I had been charged $380 for an appraisal I did not consent to, in return for a loan offer that was of no value to me. So I called [redacted], who directed me to his supervisor [redacted].

[redacted] started off friendly enough, but spent 10 minutes reading me the notes logged in whatever system you use to basically lay out their case for why they believed I had ordered the appraisal. And here is the gist of my complaint - I have been a customer of NFCU since at least 2007. I have a home mortgage that I have never been late on, have saved hundreds of thousands of dollars with NFCU, and have acquired and paid off a car loan through NFCU as well. I have been an advocate in the past, and a repeat customer. I do not need someone to hide behind notes in a system to remind me what I did nor did not consent to, and what I did or did not say. It's called customer service, and customer satisfaction. I tell you I am displeased (which I have never done before), and you try to work with me to remedy the situation. I was not going to ask for a full refund, I was willing to split the cost of the appraisal and call it miscommunication - it wasn't about the money for me, but rather that something inappropriate/unprofessional had been done. But instead I was read a bunch of notes from a system, told they could "pull up phone records" to prove me wrong, had my wife insulted by [redacted] saying "she's a commander - she should've had the sense to know whether or not you wanted to proceed" (go ahead and pull up today's phone record of my conversation with [redacted] if you'd like), and basically debated with over $380. As a customer relationship professional for nearly 2 decades, I'll say it again - Customer Satisfaction is not about trying to disprove your customers statements to save a few bucks. It is about hearing your customers out and working toward a resolution. In this case, NFCU failed miserably, and I am hopeful you can revisit how your folks treat customers, and how appraisals are ordered and charged for.

[redacted]Desired Settlement: Applicants should not be contacted by third party appraisers until they have explicitly, in writing, authorized NFCU to order one. And perhaps some training on customer service for involved NFCU parties.

Business

Response:

The following references the complaint we received on 10 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 a complaint against adrian at navy federal in [redacted] florida. he has hung up on me, and been rude, regarding my account. I have worked in collections and I have never come across any one so unprofessional in my life. he should not be allowed to contact customers.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 24 October 2014, submitted by our member, [redacted].

Review: In the past two years, I have experienced innumerable issues with their Mortgage Department and more recently, problems trying to cash/deposit checks from my recent marriage.

In regards to trying to cash or deposit checks from my recent marriage, the [redacted] Branch Office, the 800 Customer Support number, and the online messaging produced three different responses that were vastly different than each other. In the end, I was able to piece together what each had said in order to deposit the checks. The problem that remains is that no-one is willing or wanting to discuss why three vastly different answers were given and why there is no streamline way to do it.

Last summer, I went to apply for a mortgage loan with NFCU. It was initially granted and then taken away due primarily due to the [redacted] Branch Office screwing up the paperwork as well as Deanna F[redacted] not being able to reply to messages effectively or efficiently. I spoke at great length to supervisors at corporate in order to understand the process so that when I reapplied it would be much easier.

This past spring, I reapplied doing exactly what I was told to do ahead of their suggested timelines but it was not enough. There was a lot that still had to be done but I eventually got it. The problems came slowly and then like a ton of bricks. I submitted all paperwork early and kept in contact with not only the loan officer but the processor as well. I was able to take care of several issues quickly as they came up. Things were going remarkably well until the someone new popped up on the scene when the loan officer disappeared and was out of contact. He went on vacation and no-one bothered to let us know about it. The new person was not "up" on the case nor was she aware of what has happening. She was behind on the paperwork and never bothered to check anything since she was asking for all the paperwork I submitted a month previously. I told her never to contact me again and filed a complaint with NFCU. I began to deal with a supervisor. The process officer was alright until she started telling me her timeline in regard to our new closing date. She began to fall behind and when it looked like we were not going to clear on time for either date, I contacted her supervisor and the corporate office so we could get back on track. In the end, I was dealing with three supervisors, a loan officer, and a process officer. I was promised by two supervisors that after the mortgage went through that someone would contact me to hear my complaints. I received one phonecall when I was out in a bad reception area and never heard back again from anyone.

During my recent complaint to NFCU regarding the problems with checks & marriage, I was told that there was no notation in my account for any complaints for the mortgage. NFCU considers both matters closed and has informed me that continued complaints on their messaging service will result in their removing account access from me. I have sent two additional messages asking for them to follow up on my complaints. None were replied to.Desired Settlement: To talk to someone about:

1) why three different parts of the company gave three vastly different answers to the question regarding marriage and checks.

2A) why there is no documentation in my record regarding the problems I had with Joseph D[redacted], Barbara O[redacted], and Tabitha L[redacted].

2B) why no-one followed up beyond a dropped phonecall to me regarding the aforementioned problems.

3A) why no-one at NFCU's online message service would transfer me to a manager or supervisor when I asked

3B) why NFCU's online message service would resort to threatening to take away a member's right to send a message for a complain when said complaint was not addressed.

Business

Response:

The following references the complaint we received on 5 August 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Navy Federal has thoroughly investigated our member’s concerns. We found that [redacted]’s mortgage concerns earlier this year were not escalated properly to a Regional Manager. His complaints should have been acknowledged once he had voiced the initial issues regarding the service that he received. Internal procedures have been reiterated to our staff to ensure that events like this do not recur. On 28 May 2014, a representative returned a call to [redacted]. Unfortunately, the staff member was only able to leave a voice mail message; when [redacted] did not respond, an assumption was made that any concerns our member had had been resolved. No other calls were made or received regarding his mortgage transactions.

On 15 July 2014, [redacted] visited a branch office, located in [redacted], Maryland, to deposit checks which were made payable to both him and [redacted]. However, [redacted] did not endorse the checks in question. Although our member stated that by Maryland law he could sign the items for [redacted] he was advised that she must endorse the checks. [redacted] then left the office and returned later with the checks, each of which appeared to have a forged endorsement.

Should [redacted] have any questions concerning his mortgage, he may call Ann C[redacted], Regional Manager, at ###-###-####, between 9:00 a.m. and 5:00 p.m., Eastern time, weekdays.

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: it is not my fault they were not properly escalated. That again is a failure on your side agter dealing with three supervisors in three departments. No voicemail was received from NFCU. The only phonecall received was dropped due to poor reception. The number when called back did not go through. If NFCU believed there was mo further issue, then why was such a poor survey completed for the transaction without further contact? Why are three supervisors not held accountable for following up when complaints were taken? I complained several time and heard from NFCU once. Seemed to me they did not care one way or the other since they get my money. If they were thoroughly investigated, no one contacted me about it.

Review: My [redacted] card number ending in [redacted] and Navy federal credit union is continously charging outrageous interest on my card. They have told me in the past, that they will evaluate my account once a year, to see if they can lower it. But even though I have made all my payments they refuse to lower my interest rate. I cant close my account because im still in the military and they are taking advantage of this situation. They know I have to make payments or I can get in trouble with the military for not paying my bills. I've talked with several debt collection agencies who have worked with service member with the same amount or more and have settled it for three or four thousand.Desired Settlement: I desire for Navy federal to drop all of the interest they have charged me over the years. Can we make a settlement amount not to exceed $4,000 because I get out of the Navy in 3 months and if they dont settle now im going to file bankrupt in December. If they are not willing to working with me regarding this credit card, than they wont recieve any money at all.

Business

Response:

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

Review: In may 2014 I made a payment to NFCU for $2600 to settle on booth my credit card and loan account . To date they have not reported this information with the credit Bureau and they continue to send me collection notices.Desired Settlement: I would like for them to report acutely to the credit bureau and for them to stop sending me collection notices.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 15 July 2014, submitted by our member, [redacted].

Review: On Thursday 10/17/13 at around 5:30pm est I called into Navy Federal Credit Union to get an understanding why my funds was not showing on the account. I was advised that $200 was released immediately and due to the size of the check that was deposited the rest of the funds MAY not be available until Monday. I explained to the rep that this was a PAYROLL check I deposited the funds are verifiable so I do not understand why there is a hold being placed on a check from the same company my payroll always come from. I requested to speak to Supervisor.

After a couple of minutes a female got on the line and introduced herself as [redacted] and stated she was a Supervisor. I explained to [redacted] my situation. I advised if I knew it would be a hold I would have went to [redacted] myself to cash the check and deposited the cash into my account. [redacted] response was "It MAY not be a hold it SHOULD be available tomorrow or it MIGHT be Monday". I explained that I have things scheduled to come out of my account. I cannot afford a hold to be placed on my PAYROLL check. [redacted] stated "Well its policy". I advised [redacted] she is not helping me at all and she is not giving me solid answers. All she is saying is it MIGHT or it SHOULD nothing definite. I asked to speak to her manager. [redacted] stated her manager does not speak to MEMBERS!! I was taken back by this so I asked "Is it that she is too good to speak to members or are you REFUSING to put your manager on the line"? [redacted] stated "OH I'M DEFINITELY REFUSING TO PUT MY MANAGER ON THE LINE". [redacted] stated she was recording the call..I explained to [redacted] that I am a director of a call center of collectors and even in that industry if one of my Supervisors spoke to a debtor the way she spoke to me I would fire them on the spot. [redacted] stated she would submit a work order to expdite the release of my funds. When I explained to her about my concerns with the way she was talking to me she asked "DO you want me to submit the work order or not sir"?

[redacted] stateds he was in the [redacted], FL office she stated her manager name was [redacted] or [redacted]. She refused to give any other information.

I have NEVER been spoken to in the way that [redacted] spoke with me. This is absolutely ridiculous and it must be stopped!!!Desired Settlement: [redacted] deserved to be placed on Corrective Action and face a possible demotion.

Business

Response:

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

Review: I was set up on a payment arrangement for my 2 credit cards with NFCU. I was on the phone with the rep, [redacted] who was "assisting" me in said arrangements. I called NFCU with 800.00 available to pay towards ALL my accounts. I was told as of that day (Aug 27th 2013) that my loans had been charged off and they couldn't accept any payment for those accounts. They then started to try to make arrangements on my 2 remaining credit card accounts that are not yet charged off.

First, [redacted] told me the previous rep I spoke to briefly ([redacted]) had already set up an ACH debit on one of my accounts without my permission. I specifically asked [redacted] if that was allowed and she said "no and I've reported it to my supervisor" This first attempt at an unauthorized transaction is documented by Navy Federal. I was then on the phone with [redacted] for approximately 90 minutes during which she was trying to "help me" and seeing how I could use the 800.00 in the best way on my most delinquent accounts. In the end, she took 2 payments. 1 for each credit card. Concerned that she would be using all of the funds available to me (800.00) towards my credit cards leaving me with little to no money available to put towards my now charged off loans, [redacted] then stated she spoke to her supervisor and decided that in order to "help me" she would take 1 payment of 399.00 for one card and 1 payment of 261.00 for the other card. Thus leaving me with approximately 140.00 dollars to use towards my charged off loans. [redacted] even offered to transfer me to the charge off department to set something up at that time. I declined and called back on my own the following day. These are the figures I authorized and were stated to me by [redacted] and she also commented how these amounts would leave me with a "bit more flexibility to offer on the charged off loans". When the payments were deducted, there was one ACH for 399.00 as we had discussed, however, the second ACH was taken for 346.00 NOT the agreed upon 261.00, thus putting my checking account in the negative and being faced with bank fees. I immediately called [redacted] and left a message however she was out of the office for the holiday weekend. I begged for a call back immediately upon her return to the office on 9/3/13. You can imagine my disappointment when I received no call back thus forcing me to call back and have [redacted] located for me by another rep. It was at this time NFCU stated I agreed to these terms, I authorized these withdrawals and there was nothing to be done. I was told I was "confused" about the amounts. I was told the verbal authorization I agreed to was for this amount. I never verbally agreed to this amount. I asked for the recording of my call to be reviewed, I was told unfortunately the call was not recorded.

I then spoke to [redacted] supervisor, [redacted], who was the least helpful person I've ever dealt with and when asking to speak to her supervisor, she refused. Stating she would "pass the message to him for a call back" She refused his last name or extension and would only tell me his name was [redacted]. I told [redacted] I was disputing this unauthorized amount with my bank at which time she threatened me with legal action including but not limited to judgement and wage garnishment.

I'm am disabled. I became I'll in September 2012, prior to that my payment history with NFCU was stellar. I now feel betrayed by an institution I have always trusted. The processes and policy in place is not moral and certainly not what is to be expected from "the nation's largest credit union"

Treatment and shady business practices should NOT be excused and swept under the rug.Desired Settlement: I would like to pay NFCU the AGREED UPON AMOUNT of 261.00 and have the remaining 85.00 refunded back to me plus ALL applicable bank fees I will incur due to this unauthorized transaction. My mortgage may not be covered due to the extra unauthorized monies taken from me in addition to the fees that may be assessed by my bank.

Business

Response:

We strive to provide excellent service during every interaction with our members; we regret any inconvenience that our member may have experienced. If **. [redacted] has incurred insufficient funds fees from her financial institution as a result of a miscommunication during our conversation, we would be willing to reimburse her. Additionally, based on the conversations we had with **. [redacted] regarding her ongoing financial hardship, we would like to again recommend she speak to our Personal Finance Management Branch by calling ###-###-####, Monday through Friday.

We are eager to work out a suitable repayment arrangement for her charged-off accounts. We urge **. [redacted] to contact **. [redacted], Recoveries Specialist, regarding her loan accounts by calling ###-###-####, extension [redacted]; she should call **. [redacted], Accounts Receivable Recovery Specialist, regarding her checking account by calling ###-###-####, extension [redacted].

Follow-up questions may also be directed to **. [redacted] by calling ###-###-#### between the hours of 8:30 a.m. and 5:00 p.m., Central time, Monday through Friday.

Review: I filed for a fraud claim on 24 September 2014 and it has been 4 weeks now and I have yet to get a response as to the status of my account, my claim, and whether or not I will be recieving my money back. Not only have I called the investigator's extension multiple times per week and left multiple voicemails, I have made several complaints to his supervisor about him neglecting me and I still have yet to hear from anyone. Money was stolen out of my bank account and I truly feel that navy federal is neglecting me and trying to wait me out so I give up on getting my money properly returned to me. The investigators extension is 74709 and his last name is W[redacted]. I have also gotten the military attorney on base ( his rank is Major, O-4) involved with this and he left a message on Mr. W[redacted]'s voicemail and there is still nothing being done to help me.Desired Settlement: I want someone to help me finish my fraud claim and get my money that was stolen from me returned. I am a struggling lance corporal in the united states marine corps who had about $2000 stolen from him which is over a months pay and I desperately need it returned and even more I just need to not be neglected anymore and helped. I also would like an apology from Mr. W[redacted] who is the reason I am filing this complaint. Please help me

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 28 October 2014, submitted by our member, [redacted].Navy Federal has thoroughly researched the concerns presented in our member’s complaint. His fraud claim was investigated by our Security Department, and it was determined that Private [redacted] provided his Navy Federal User ID and Password to an unnamed third party. A letter was mailed to our member’s address of record on 29 September 2014 to advise him of the claim denial. As the fraud claim was denied, no credit will be issued to Private [redacted].If our member has any questions, he may contact Ed Guckenberger, Assistant Vice President, Financial Crimes and Risk, directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I did NOT give my navy federal username and/or password to ANYONE, and this claim was denied without my notification, and without contact at all from the investigator assigned to my case, Mr. W[redacted]. Its as if he got the claim, jumped to a conclusion and again did not ONCE talk to me to hear what I had to say about my money being stolen. It has been almost 3 months since I put my fraud claim in and I still have not been able to get in contact with said investigator. I would like to see the evidence that navy federal has that I gave out such account information to whoever stole my money.

Regards,

Review: I have disputed Navy Federal Credit Union trade lines with the status "INCLUDED IN BANKRUPTCY" three times on my [redacted] and [redacted] credit file beginning in MAY 2014.

Navy Federal Credit Union has failed to comply with accurate account information reporting.

Texas Business and Finance Code Chapter 20 and Texas Finance Code 392 provides specific guidelines for data furnishers as well as CRA's.Desired Settlement: Correct Navy Federal Credit Union trade lines listed below:

[redacted] CREDIT FILE:

NAVY FEDERAL CREDIT UNION Account # [redacted] Signature Loan High Balance $11,800

Account paid as agreed Paid in full in April 2013, Please update or Please delete due to inaccuracies currently listed

NAVY FEDERAL CREDIT UNION Account # [redacted]

Account paid as agreed Paid in full in April 2013, Please update or Please delete due to inaccuracies currently listed

NAVY FEDERAL CREDIT UNION Account # [redacted]

Account paid as agreed Paid in full in April 2013, Please update or Please delete due to inaccuracies currently listed

[redacted] CREDIT FILE:

NAVY FEDERAL CREDIT UNION Account # [redacted] Signature Loan High Balance $11,800

Account paid as agreed in April 2013, Please update or Please delete due to inaccuracies currently listed

NAVY FEDERAL CREDIT UNION Account # [redacted]

Account paid as agreed in April 2013, Please update or Please delete due to inaccuracies currently listed

NAVY FEDERAL CREDIT UNION Account # [redacted]

Account paid as agreed in April 2013, Please update or Please delete due to inaccuracies currently listed

Business

Response:

The following references the complaint we received on 11 September 2014 from the Revdex.com on behalf of Navy Federal member [redacted] also known as [redacted]. The complaint was assigned an ID number of [redacted].

Review: I went into navy fed to get a car loan got preamp proved for 13000 got back to the car lot to trade a car in and buy another and when the car lot had to call navy fed to get a code for the check navy fed said no and I had to pay 1300 down if I wanted the loan and I was never told that upfront and was madDesired Settlement: I think I should get a little bet of a refund because I was very mad and no one told me about this and they won't do anything about it

Business

Response:

The following references the complaint we received on 23 July 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I joined Navy Federal Credit Union nearly 5 years ago when I enlisted and was sent to [redacted], FL then Mississippi eventually to Virginia- NAS [redacted]. In that time I met an individual who I had at the time to be very discreet about because this was the time of DADT, dont ask dont tell. Though he was not in the military I knew I would certainly be kicked out for that "offense". Fast forward 5 years later, I am pursuing and nearly finished with my Engineering degree and will most likely move to my fathers new firm in New Mexico. My domestic partner has been accepted into the Doctoral program at the Uof[redacted] and we plan in accordance with New Mexico law, to get married. In light of the recent, powerful and broad ruling authored by Justice Anthony Kennedy in United States V. Windsor, which unilaterally struck down Defense of Marriage Act-DOMA; The ruling is broad and leaves little room for Federal entities to "interpret", rather deliberate speed is what is demanded. The US military with expeditious implementation has now awarded nearly 20k servicemen who are in same-sex marriages and have retro-actively paid them benefits that were previously denied to them. The Social Security Administration in its mandate after DOMA, has begun mailing checks to literally thousands of same-sex couples who are dependents etc. The central actor of the case, The Internal Revenue Service, has shocked the nation as it has with lighting fast speed, implemented the most important aspects Justice Kennedy and the majority opinion of the United States Supreme Court-The final arbiter of the law, NO VETO, NO OVERTURNING, FINAL. Present case and narrative- I recently applied for a Navy Credit Card account, I am working diligently on becoming a homeowner within the next 24 months in New Mexico, hopefully, and as such have been advised I need more credit card accounts, I have presently just two-[redacted] and [redacted], both have been splendid to work with. After applying the FHA website I have been following said that in light of DOMA I can now not only file joint income taxes if I do get married, but in the mean time I can add him regardless as an authorized user. I specifically and let me reiterate SPECIFICALLY stated, that I wanted my Card sent to Oklahoma, where I am currently finishing my Engineering degree and AutoCad for my Family's firm. I also asked that my partners be sent to his address in Texas, were he is finishing Law School. My Home and my parents home are on the same 300 acre parcel of land. My parents without getting anymore into it, are deeply dissatisfied with the PERSONAL choices I made with respect to my sexuality. As such they have made it onerous at times to see issues in any common theme. Acrimony regarding my lifestyle, is a primary reason my Father and I have decided I am going to open the firms newest office in New Mexico. Navy Federal Sent BOTH CARDS TO MY HOUSE, though same mailbox for the property. I was greeted by my mother with indignation on her face and NavyFederals credit cards, with my partners name on it. She refused to relinquish them and she became not only defiant to my wishes she said she would not hand over any such cards. I called Navy Federal and asked if they could instead, for the sake of peace, send the cards again and cancel the ones that had been sent, to my parents address. The reality is we will be in NM in months anyway and see each other every weekend, nearly every weekend. As I spoke with Navy any time I addressed the "domestic partner", "partner"," boyfriend" they became more discriminatory. Unapologetic, loathsome. I understand and respect peoples beliefs regarding issues such as these, but from a Bank? A place of business where regardless of my sexual orientation or life choices we have a business INTEREST.

Fast forward to the present-Navy Federal for a seemingly Arbitrary, and suspect, reasoning FROZE ALL MY ACCOUNTS, DENIED MY ONLINE ACCESS, and after 4 repeated phone calls said basically "Dont call anymore"! WHAT!!!!! ARE YOU SERIOUS? I HAVE BEEN A MEMBER FOR YEARS, NEVER HAD A BOUNCED CHECK, PAID MY CAR LOAN OFF 2 YEARS AHEAD OF TIME, HARDLY EVER EVEN TOUCHED THE ACCOUNT, NEVER HAD NSFs or Insufficient funds. And Now NO ONE CAN TALK TO ME AND EXPLAIN WHATS HAPPENING????? I finally was informed by yet another homophobic CSR, that all he could say is that THE ACCOUNTS WERE NOT ACTIVE ANYMORE, AND THAT I CANT TAKE MY MONEY OUT. WHAT!!!! WELL TRANSFER ME TO THE DEPARTMENT THAT IS HANDLING THIS-VERBATIM-THEY DONT WANT TO SPEAK TO YOU. At this point I truly believed I was in twilight zone, in some bad Tolstoy novel. No NAVY FEDERAL, who believes its a Quasi-Governmental agency, which It is not, and does not even have access to DoD or any other sensitive military information, became [redacted] on STEROIDS. The sheer anti-consumer, accusatory, lambasting, racist, Homophobic undertones became pronounced. Serving MY COUNTRY UNLIKE THOSE EMPLOYEES IN THE SECURITY DEPARTMENT THAT HAVE NEVER HAD TO BE AWAY FROM FAMILY AT 18 YEARS OLD FOR A YEAR, WHO WERE NEVER SENT ON DEPLOYMENT TO THE INDIAN AND PACIFIC OCEANS, SLEEPING IN BEDS SO SMALL AN ANOREXIC GIRL WOULD NOT EVEN BE ABLE TO FIT IN. These people, had the audacity and NERVE, to tell me WE DONT WANT TO SPEAK WITH YOU? I know this has to sound fantastical to you, it seems truly like a story. I asked for them to then mail me a check to the Oklahoma address they have had FOR YEARS ON MY CURRENT RECORD!! They said NO! NO!!!!! ITS MY MONEY!!!! THE HELL WITH YOUR CARD, I DONT NEED THAT STUFF, YOU ARE NOT GIVING ME ANYTHING! BUT MY MONEY, THAT'S MY MONEY NOT YOURS!

I am in sheer disbelief that a Credit Union, that prides itself on Military support, really just fancies itself one in the Name of not being taxed the way the Big banks want them to be. They are no different, no discernible difference, They even had the NERVE to tell me to go to a branch. WHERE IS THERE A NAVY BRANCH IN THE STATE OF OKLAHOMA? THERE ARE NONE!!!!!! Incompetence and asinine is NFCU!!! I am going to make it my current mission to spread it like a wild fire this story. So that everyone at the Department of Defense, Navy, Justice Department, NCUA, FDIC, OCC, CFPB, Non-profts from Human Rights Campaign to the ACLU know what kind of practices these thugs engage in. If my money is not returned to me in 7 days, I have already had my partner find counsel because this is not only unacceptable its disgusting, a cancer that needs to be irradiated. This is the TRUE [redacted], YUP N-F-C-U. Its sad that [redacted] and even [redacted], have set up divisions to address concerns for individuals like myself and partner. I consulted with two of the above banks and Credit issuers and executed what I ASKED navy to do with out any issue or innuendo. What a sad day, for the rights of ex-Military, and of a group of people still trying to be equal in the eyes of others. I dont ask for anything more from anyone, I ask only for what my Government has promised me. DOMA, and Bank laws etc. I want my MONEY. I WANT NAVY TO BE EXPOSED FOR WHAT IT TRULY IS, THE DISEASE WHICH PRETENDS TO BE THE CURE.Desired Settlement: Navy needs to genuinely and judiciously look at these events, which are all recorded remember on phone calls, and reflect on how wrong it is to have a security department that can tell a 5 year customer "we dont want to speak with you", to "flag" a consumers account because he is gay and wants his partner to have an authorized user card. Its needs to reevaluate its business model and customer service techniques because as DOMA and the DOD become more aggressive in the implementation of equal rights, NavyFederal is going to find itself in a tricky predicament. One where every member is only one, not through actual MILITARY SERVICE, but through family members 4505 twice removed. Who undoubtedly Navy allows through in masses. I have heard and read how many people laugh about how they use this credit union, and are not eligible for membership and have nothing to do with the military. It needs finally TO RELINQUISH MY FUNDS, SEND THEM TO MY ADDRESS IN OKLAHOMA, AND NEVER HAVE ANY OTHER CONTACT OR MAILING WITH ME AFTER I SEND THEM THE ARBITRARY AND FARCE OF DOCUMENTATION THEY ARE "NEEDING" BEFORE DOING SUCH REQUEST. AGAIN THIS WILL NOT DETER ME FROM CONTINUING TO EXPOSE THIS DISGUSTING BUSINESS FOR WHAT IT IS. I DO HOWEVER SINCERELY ASK THE Revdex.com TO HELP ME IN GETTING MY MONEY BACK! MY MONEY! MY MONEY THAT I MADE!

Business

Response:

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

Review: My complaint is with the mismanagement of money and check transactions with this company. Three times they have failed to warn me or send a notice of documentation on returned checks or that my check or ach transaction did not clear. I expected that they would do this since I can not check this feature online or automated. I just got a hot check letter from the states attorney's office in the [redacted] county area of TX because of there incompetence and poor banking techniques that caused this situation to get out of hand. I have paid so many late fees with my bills and them charging me bounce fees and don't have the evidence to claim I had insufficient funds at that time. I have had so many issues with there security of our money and Integrity to notify your clients and customers of a transaction that didn't go through or cleared at that time. If they would have notified me instead of me having to investigate the situation get crappy answer from there branch manager at the copperas cove location and a rude awaking answer from one of there customer service reps. She stated that it takes months before they even mail out return check notification and they just don't have that department up and running in good standing and sometimes they just don't have time to do it and I told her from now on I will like notification immediately if this happens again, and she promised but that failed and it happed again. This time almost sending me to jail with more fines because of there lack of man power or technology, but defiantly a lack of Integrity and I lost all trust once again from a bank promising to do better and they are just as worst then the other banks. There online banking is very glitchy and not secure. I have made complaints to them and nothing is getting resolved. So now I just pay all my bills with money orders. I want there corporate office to read and see the problems your banks has caused on top of poor customer service and bad banking practices.Desired Settlement: 92.00 of fines and fees from [redacted] County366.00 of fines and fees from [redacted] company160.00 of fines and fees from just energy company

Business

Response:

The following references the complaint we received on 29 July 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: On 4/25/11, I obtain an equity loan from NFCU. I have repeatedly asked them for a detailed printout of loan financial transactions starting from 4/25/11 until now. They have refused. I have spoken with the NFCU [redacted] branch managers; and managers in the loan department in Virginia. I also have sent various communications.

On 4/25/11, I also purchased a Payment Protection Plan for the equity loan and on 4/5/12, I purchased a Payment Protection Plan for my [redacted] card. I was laid-off in June, 2012 and I have submitted the requested documentation numerous times and no payments have been applied to my accounts.Desired Settlement: I would like all late fees and interests on my equity loan and on my [redacted] card removed from June, 2012 to now. I would like a detailed financial statement of my equity loan account before the end of February, 2014 as well as six months of protection plan payments made to both of my accounts.

Business

Response:

The following references the complaint we received on 10 February 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].On 9 November 2011, our member’s consumer loan account was opened with a balance of $12,757.05. On 20 November 2012, she filed a Payment Protection Plan (PPP) claim with a date of loss of 24 August 2012 on the basis of involuntary unemployment. The following documentation was repeatedly requested by [redacted]. ([redacted]), our PPP administrator:• Documentation of all state unemployment benefits provided to date• Copies of paycheck stubs for any hours worked since unemployment beganAlthough [redacted] did receive documentation of two weeks of state unemployment benefits, it required further information from **. [redacted] because of the inconsistencies noted. On 27 June 2013, the claim was administratively closed by [redacted] because it had not received the required additional information and documentation despite repeated requests. The following paperwork is attached:• Payment Protection Plan (P3) Agreement and Disclosure• Six letters from [redacted] requesting additional information• A detailed summary from [redacted]Our records do not show that a PPP claim for **. [redacted]’s credit card account has been submitted. If she wishes, she may submit a claim for her Visa at this time. In addition, if she provides the required information regarding her PPP claim for her loan, [redacted] will reopen the case.In January of 2013, the PPP on the loan was terminated because our member failed to meet the terms of her Promissory Note. On 22 July 2013, she filed a cease-and-desist order through her attorney, [redacted]. On 25 November 2013, Navy Federal assigned the account to our attorney, [redacted], to pursue litigation. The account was charged to our reserves on 26 November 2013 in the amount of $13,733.83 due to sustained delinquency. The charge-off represents a loss to our membership. We advise our member that any questions or requests for transaction histories she may have should be brought directly to **. [redacted] at ###-###-#### or [redacted]., [redacted], OH [redacted].

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: NFCU LOAN NUMBER: [redacted] My husband and I purchased a home in [redacted] GA. for approximately 295,000 in 2006. My husband is active duty Navy, and stationed in [redacted], GA. The original mortgage was with [redacted], but later bought and held by [redacted]. In 2007, we received a Home Equity Loan (2nd mortgage) from Navy Federal Credit Union for 50,000. We primarily used the money to install a new in-ground pool, and redo the flooring in the entire home. In 2008, the market dropped and the value of our home, of course, dropped dramatically. Up until last month (May 2013), we have NEVER missed or been late on a single payment for 7 years. In September 2012, my husband applied for Chief Warrant Officer. He thought he had a good chance of making it, and in preparations for a possible move, we attempted to refinance both of our loans in order to be able to rent he house out. Combined, the [redacted] and NFCU monthly payment is over 2600. Realistically, we could not rent the house out in todays market for any more than 1700, maybe 1800. I have also been undergoing medical issues, and have not been able to work as many hours as I previously have. EVERY avenue we tried to re-finance that is not a SCAM, ended up not working because when you have a second mortgage, that requires an appraisal, and because of the market drop, our house would not appraise high enough. So we then applied for numerous assistance programs (loan modification programs). For almost all of them, we were told that we were not approved because we paid our bills, NOT 3 months behind on our mortgage payments, and not in immediate danger of foreclosure. NFCU did give us one offer, but in the FINE PRINT, it extended out the payoff date of the loan by FIFTEEN YEARS and DRASTICALLY raised the total amount paid. It seemed very shady and unethical. However, we continued to make our payments as scheduled on both loans. In March 2013, my husband was notified that he was selected for Chief Warrant Officer and was going to be transferred to [redacted]. We immediately put our house on the market for a short sale, and began the long drawn out process. We have kept VERY GOOD care of our house, and within 1 week of being on the market we had an offer on the house, followed by an even better offer the following week. Both offers were submitted to [redacted] and NFCU for review. We owe approximately 288,000 on the [redacted] loan, and approximately 40,000 on the NFCU loan. The offer on the home was an OUTSTANDING short sale offer for 249,000, which is an extremely good offer, and it was accompanied with a pre-approved home loan from NFCU!! Once I leave the house vacant, it will not be taken care of, and that amount of money will not be offered again. [redacted] reviewed and accepted to work with the offer. They offered NFCU a standard 6 percent payoff on the 40,000 balance. A HUD 1 was drawn up, and delivered to both [redacted] and NFCU. NFCU's proposal was to release the lien on the house, accept the 6 percent, AND then give us a promissory note for OVER 40,000!!!! Navy Federal Credit Union, you would think, would try to help out the Service members. Since we assumed the loan in 2007, we have sent over 31,000 dollars to NFCU. We, like so many others have been greatly affected by the housing market drop, something that is out of our control. Likewise, my husbands military orders is also out of our control. We can not financially afford to take the loss we are already being forced to take, move to [redacted]. and accept a 40,000 loan that was for a piece of property we do not even own! We have been put into a position (after trying to do EVERYTHING we can) where we are going to be FORCED into foreclosure because of NFCU's greediness and unwillingness to assist its service members that have tried so hard to resolve this matter. It is appalling how a business with the word "NAVY" in its name, can have such horrible business practices and lack of assistance programs for military members. We have done a TON of research on assistance programs and short sale processes. The industry standard for short sales, in most cases, is the second mortgage company (NFCU) normally accepts the loss and releases the member from all debt, or AT LEAST offers a settlement amount of generally no more than 10-15 percent. In many assistance programs, which are only offered to people that don't pay their bills (where is the ethical logic in that), completely erase the second mortgage debt. These are companies doing this for civilians, not active duty members and their families that have ORDERS to go to another area. NFCU's offer of taking the 6 percent, and then still giving us a promissory note for the FULL amount, over 40,000, is absolutely ridiculous, and just shows how NFCU is unwilling to work with its members that truly need assistance. Again, let me remind you that we have sent NFCU over 31,000 on a 50,000 loan, and NFCU was also going to get the new loan on the house in the short sale contract of 249,000.Desired Settlement: We desire for NFCU to accept the [redacted] offer of 6 percent, or at least request a reasonable amount from [redacted] (10 percent, vice 6), and release the lien on the house, and release me from all outstanding debt. Loan number: [redacted]

Review: I've been in the united states army for over 22 years, I proceed to a change of station to California in June of 2006, and in November of 2009 I received orders to proceed on a change of Station (PCS)to Texas, at my arrival to texas I register my car (accord) in texas, and I change my residency to texas as well, my daughter opened an account with the navy federal before her 18th birthday, so I had to give my military information so she could open her account, making me a sponsor. In February 2013, I received a order from the state of Californio garnishing my daughters money from the navy federal, but since my name was on the account they went and took $1199.35 from her account leaving only 39 cents. They never consulted with my daughter and I called a week earlier and I told the state of california that I was in the army and I had left California in January 2010, they told me that I owe them $1813.00 for my car registration. nOW I MUST CALL THE TAXPAYER'S right advocate to start recovering her money, money that doesn't belong to the state of california, for which I ahave to ties, and I have not gone once I PCS out. I want the bank to return that money to my daughter's account because that was not my account, I don't have accounts with the navy federal credit union. I never make deposits to this account and never I took money off either. It is hard enoygh to be in the military moving around and then having an state chargin my car while I had paid my registration in TEXAS.Desired Settlement: They must refund the $1199.35 in full and they must apologize for given her money to thrird parties.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 18 March 2013, submitted by [redacted].

Review: When I refinanced my vehicle with Navy Federal Credit Union the representative failed to disclose that Navy Federal was going to release the title and that I would be responsible for having a new title created. The representative also failed to inform me that the title would be sent to my ex-husband because he was listed on the original loan. Navy Federal was the lien holder on my original loan so it is baffling to me as to why they would release the title. I had received letters stating that if I did not return the title that they would raise my interest rate. I had several conversations with the bank and even went to the headquarters to have this resolved because I was having difficulty retrieving the title from my ex-husband. Navy Federal raised my interest rate and when I was finally able to recover the title from my ex-husband I took it straight to the headquarters on 3/4/13 per the letter I received. I received a phone call today stating that they do not accept copies (even though I brought in the original title) and that I had to go to the DMV and have the vehicle retitled. This whole ordeal has been completely unacceptable. Not only is my interest rate higher, I now have to drive 150 miles to the DMV and pay for a re-title.Desired Settlement: Would like to be refunded for the cost of re-titling the vehicle.

Business

Response:

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

Review: Navy Federal blocked and closed my acct. I called customer service and told the lady there were overdrafts on my acct and I paid them. I told her I recieved a letter stating that because the check came back they would just debit the funds from my acct. The lady said she did not see where a letter was written and refused to unfreeze my acct. She said I would never be able to use my acct. I told her that my paycheck is deposited in this account , direct deposit and she said I would not be able to get my money. Very rude!Desired Settlement: Open my acct back up and refund me any charges that were caused because of not letting me to be ableto deposit money

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 21 October 2014, submitted by our member, [redacted].

Review: I wanted to make changes to a checking account I've had for 32 years and 10 months, but I was told that I can't make any changes because when we changed the accounts into a living trust I wasn't listed as the primary on my own checking account. I find it absolutely insulting that my husband was listed as the primary on my checking account just because he's male. Then when I spoke with checking services to close my accounts I wasn't even asked why I was closing them. I'm guessing that's because NFCU has gotten too big to value it's members anymore. It's well past time to leave and go to a different credit union that values its members.Desired Settlement: I'd like NFCU to change its policy of automatically listing the man as the primary account holder. NFCU should ask who is to be the primary account holder instead of assuming its the man because he's male.

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: Navy Federal Credit Union is calling me daily, looking for someone that is not me. They call at least once a day. I have contacted their customer service department twice and they tell me each time that my number is not in their system so they don't even know how to take it out.

#'s that have called me: ###-###-####

Numbers I have called: ###-###-####

My number they keep calling: ###-###-####

This is SPAM and a violation of my right. They need to stop calling me looking for "[redacted] someone" or find out who is calling me claiming to be Navy Fed. I want this to stop immediately. They are blowing up my phone and my voicemail and it is not acceptable.Desired Settlement: Stop calling me

Business

Response:

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

Review: I have been repeatedly contacted by a debt collector that works for Navy Federal who's name is **. [redacted] . I get calls at times she knows is inconvenient, I have received threats of getting calls at my my job and my debt situation being told to my boss. I also received threats of legal action as well as the seizure of property for the failure to pay the debt at the time allocated. I offered to make a small payment until I come up with the rest and she refused. After this conversation she hung up in my face while I was in the process of asking for her info. Upon trying to re establish communication she would not answer her personal office number.Desired Settlement: I would like a simple apology and for my monthly payments to be lowered to allow me to be able to make the payments to Navy Federal. I am aware of responsibility to pay them back, and gladly will pay them back if they are willing to work together in coming to a solution to both our problems.

Business

Response:

The following references the complaint we received on 26 March 2014 from the Revdex.com on behalf of Navy Federal member [redacted], **. The complaint was assigned an ID number of [redacted].