Navy Federal Credit Union

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: My Chapter 7 was discharged July 2012. Navy Federal Credit Union representative has called me a total of three times since then requesting I pay the bill and NFCU continues to report this issue on my credit report as being late. I called the bankruptcy department some time ago to discuss this issue and they assured me that I would not receive any further correspondence from their organization. On May 6, 2013, NFCU rep **. [redacted] (she identified herself) called me and requested payment again. I have contacted NFCU on several occasions for their credit department to remove the 30 day late on my report as well as to stop calling me in reference to the account. As per Experian NFCU is responsible for removing the late payment from my report. I have sent a letter to NFCU requesting this action.

I complained so bad last year, that I received a letter from NFCU apologizing for the inconvenience and that they would not be contacting me again.Desired Settlement: 1. Remove the late notices from my credit report.

2. Stop contacting me.

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: I have tried since 8/16/14 to have a fraudulent charge removed, and every time I call to inquire about the status of my claim I am redirected through several departments. I have attempted to contact the resolution specialist tasked with my case (Kelly A[redacted], x[redacted]) 8 times in two weeks, at varying hours throughout the work day and have only received one return call in late September. The call only addressed that I would be receiving a new card in the mail, and my case would be yet again handed off to another department. The charge was removed on 8/25/14 and returned again on 9/22/14. When I asked why, Kelly told me that it was because I had stated that I authorized the charges. This is impossible, as I had never even been able to contact her at this point except through secure messaging, which I read through and did not see such a statement. I called again on 10/14/14, and spoke to someone in the fraud department who then attempted to redirect me to Kelly to no avail, of course. The fraud representative clearly had no clue what fraud was, and asked me why I would pay $400 for a hallmark card. I am currently awaiting a return call from Kelly.Desired Settlement: Adjust my balance, including the interest accrued, and close all other accounts so I may move to a more competent financial institution.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 17 October 2014, submitted by our member, [redacted].

Review: I called yo apply formrmbership at my local NFCU located at[redacted]. I was asked if I knew what requirements I needed for membership I replied I have an idea but go ahead and explain. The rep asked me several questions and I answered them and I said I receive benifits from ** and my dad was a deceased veteran due to a service connecte disability. The rep said just because you recive benifits from the ** does not mean you qualify for membership. I said "really" I said that is crazy, the fact that my father serverd this country, came home and deeloped a disability from being exposed to asian orange and DIED and as a dependent whom recives benifits from the ** I am not eligible for a membership? I then replied "If this is the way a credit union for veterans and or their families treats potential members I wish not to be in your credit union have a nice day. I AM ASHAED TO OF THE WAY VETERANS AND THEIR DEPENDANTS ARE TREATED. REGARDLESS OF THE NUMBER OF YEARS OF SERVICE THEY AD WELL AS THER FAMILIES SHOULD BE ENTITLED TO JOIN THIS SO CALLED"CREDIT UNION FOR SERVICE MEMBERS" ESPECIALLY IF THEY PAID THE ULTIMATE PRICE...DEATH DUE TO FIGHTING FOR THEIR COUNTRY! I DON'T HAVE MY FATHER ANYMORE THE LEAST THEY COULD DO IS GVE MY A STUPID NFCU ACCOUT IN HIS MEMORY. I AM ASHAMED REALLY ASHAMED TO BE A DEPENDENT OF A VETERAN AND THE TREATMENT THIR TREATMENT/SERVICES WE RECEIVE.Desired Settlement: Granted membership in my father's honor for his service to this country !

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 3 June 2013, submitted by [redacted].

Review: I have a car loan for a 2003 Taurus. The payment was due on the 24th. I traded that car in on a new van on the 22nd. Because the payment is now 2 days late they put a freeze on my account. I contacted them and was told the only way to get the freeze off my account was to bring it up to date. First off this policy is pathetic. To freeze an account for two days late on a payment is petty. To expect me to make a payment on a vehicle I don't even own anymore is worse. To deny access to my money is the worst thing of all.Desired Settlement: Change the policy and an apology.

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 solves nothing. They have done nothing. In my phone conversation it was stated "we own the car and you didn't ask for permission to sell it". They restricted access to my accounts until I made a payment. On a car I didn't even own anymore. This is their policy and they refuse to change it. They said there is nothing they can do until I bring the account up to date. Their representative tried to twist my words into making comments on his personal life. He also alternated between I had good credit so "we want to keep you". To "you were late on these payments so your credit isn't that good". It was clear that nothing has changed. They don't want to change or even address their policy. Read there response it doesn't even mention the policy. I still want an apology and the policy changed.

Regards,

Review: Navy Federal put a hold on my account and I can't pay my mortgage, my car payment, and can't get food (malnutrition is on a list of diagnoses because I'm paying off bills). They will not work with me, but other places are holding credit cards open for me. Navy Federal thinks they get their money before your mortgage (perfect payment record), car payment (same) and they should close my accounts so I can't pay businesses who ARE helping me out by holding my accounts open so I can pay them. Navy Federal has always seen me catch up my bills when I've been behind, has has everyone else. They are the ONLY ONES shutting down my accounts so I can't pay others. Why should they get paid before my mortgage and my car payment? Why should I lose out when Navy Federal shut down my accounts so that I can't pay what is most important, and get food to eat?Desired Settlement: All my funds that they are illegally holding.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 31 March 2014, submitted by our member, [redacted].

Review: Dear Navy Federal Credit Union Leadership,

I have been a customer of your organization now for about fifteen years. I have had more than ten different loans with you that have been paid in full. Until now, I have been quite pleased with the services that you have provided to me and my family over the years. Recently I have become quite surprised and disappointed at the type of customer service that I have not been receiving. In 2009, I re-financed my 2008 [redacted] with your company and have been satisfied with the arrangements up to this point. On 05/30/2014, I made a payment of $580 (scheduled payment is $520) for the car payment with a remaining balance of $816 to settle the complete. Clearly, by me already making more than my scheduled payment I believed I had two more months to complete the loan ($520 in June and the remainder in July). This morning I logon to NFCU.org to check my account to make sure everything were accurately updated. Unfortunately, I found that my account reflected a past due payment of $816 even though I just made a payment of $580 just three days prior, which basically is stating that I had a payment of three times my scheduled payment amount. I called Navy Federal’s customer service hotline and spoke with a customer service rep about this. After explaining my situation to the customer service rep, she indicated that my account was with the collection department and transferred me. After I re-verified my personal information and explained the situation again, the rep put me on hold multiple of times that resulted in a 30 minute wait time with very little results. The collection rep told me that my account was late (past tens days) 22 times with a late fee of $20 over the life of the loan. When I calculated that up with the rep, it indicated $520 for my scheduled payment and $440 for late payments a total of $960. This amount still did not explain the reason for a $1300 payment. After this the rep told me that it probably came from some other interest rates or something. I then explained to the rep that this was not an acceptable reason (“probably” as I was looking for the facts) and then she offered a refinance option. Of course, I was insulted to refinance a loan that I only had two payments remaining on it or so I thought. I then asked for the supervisor and spoke with [redacted] employee id number [redacted]. I once again explained the situation and she indicated that I had 31 late payments. Therefore, I was a little confused because the last rep said 22 with a late fee. Therefore, I asked [redacted] how many late fees did I have with a $20 fee and she responded that she “was not going to go through my whole account” and suggested that it was something I needed to do. At this point, I was just disappointed with the services because if it was something I could figure out on my own then I would not have called them. I hope that this letter will help me get some type of resolution and/ or understanding as to why I am having to pay $1300 versus my scheduled amount of $520. I truly do not want this reported to the credit bureau, so your promptness would be greatly appreciated. Thank you for your time in reading this.Desired Settlement: Explanation of charges and correct payment amount to $520 for the month of June and remaining balance of loan for the month of July.

Business

Response:

The following references the complaint we received on 2 June 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I have been a member of Navy Federal Credit Union since 2011 ( I believe). Since then I have had nothing but trouble with this business, they have "lost" my car title and tried to make me pay for a duplicate title, although the dealership said that the title was signed for by a certifying official at the "main" branch itself, I had to contact [redacted] in order to get Navy Federal to pay for the replacement title the**elves. I have protection plans on 2 of my accounts, when I notified NFCU that I was disabled after retiring from the military in 2013 they failed to assist me by filing a claim, it is only now 1 year later that ONE claim has been filed on my behalf for an account that I was never delinquent on but owe the most on, meanwhile, the other loan claim has NOT been filed, although I sent in the paperwork through my personal fax machine and it was received by [redacted] whom I was on the phone with when it was received, after I had been called by a [redacted], until I called AGAIN today 5/9/2014. this time I spoke with [redacted] (Operator #[redacted]) who was very helpful, but told me there was no record of them ever receiving the paperwork.Desired Settlement: I want the loans that have had protection on them to be settled, and my debt on these two loans to be rendered "paid off" on my account for the struggles and proble** I am continuing to have with this business. I should not have to stress myself out over this again and again when they knew I was retired and disabled because I notified them, only to have them threaten to take my truck away on which is NOT collateral on any loan and I have never missed a payment on. I have a severe case of PTSD and Depression and this is a very trying time for me, so a little help would be nice

Business

Response:

The following references the complaint we received on 10 May 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].[redacted], Lending Protection Specialist, called our member’s telephone number of record on 14 May 2014 to discuss her concerns directly; however, as she was unavailable he left a voicemail with his contact information.According to our records, our member’s used vehicle loan account ending in [redacted] originated on 23 October 2012. The loan account was enrolled in the optional Payment Protection Plan (PPP) on that date. Our member requested benefit activation on 25 March 2014. An involuntary unemployment request for benefit activation was submitted by our member on 25 March 2014 for the loan account. On 31 March 2014, **. [redacted] contacted [redacted]) and indicated that the unemployment claim submitted on the loan account ending in [redacted] was an error; the benefit request submitted by **. [redacted] to Navy Federal should have been for a disability benefit. The benefit request was subsequently changed to “disability” by [redacted].On 9 May 2014, a specialist from [redacted] spoke with **. [redacted] and provided an overview, stating that the unemployment request for benefits will be closed and a disability request for benefits for the loan account ending in [redacted] was submitted and approved. On 12 May 2014, additional information was received for the loan and [redacted] approved benefits through the maximum 12-month benefit period. PPP benefits were provided by [redacted] for the time period of 28 April 2013 through 27 April 2014 for a total of $3,695.41.**. [redacted]’s personal expense loan account ending in [redacted] originated on 22 August 2012; the account was enrolled in the optional PPP on the same day. Our member requested benefit activation on 12 May 2014. A disability request for benefit activation was submitted by **. [redacted] to Navy Federal for the loan. The benefit activation request is now registered with [redacted]. On 13 May 2014, [redacted] confirmed that the request for benefits activation for the loan ending in [redacted] is being reviewed.Attached is the PPP Agreement and Disclosure which provides the full details of the terms and conditions of the program. The following excerpt is taken from the PPP Agreement and Disclosure and provides detail regarding Past Events: “Past Events. The Program does not protect You from events that occurred before Your enrollment in the Program.” Attached are copies of the PPP Agreement and Disclosures as well as an Explanation of Benefits from [redacted].Follow-up questions should be directed to **. [redacted] by calling ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

Review: June 8

[redacted] and I ([redacted]) received an email from [redacted] telling us he wanted to buy our car (2009 [redacted]). We had it up for sale on [redacted].

June 14

[redacted] called Navy Federal to find out how to work out the payment for the vehicle, due to the fact that the buyer ([redacted]) lived in Pennsylvania and we couldn't do the money exchange in person ([redacted] said he had worked with Navy Federal before and preferred to pay them directly).

Navy Federal told [redacted] that the buyer could call with us to make the payment or go into a Navy Federal to pay off the loan. It could take up to 10 days for the money to clear and up to 10 days after the money clears for the title to be released. After the money clears it would take 1-2 days for any overage to transfer to our savings account.

[redacted] called Navy Federal and tried to 3-way call with [redacted] to make the payment, but we were unable to get him on the line when we called, so Navy Federal told us that we could have [redacted] call in and pay if we gave him our loan number (no personal info was needed).

I contacted [redacted] and gave him the loan number so he could make the payment.

June 15

[redacted] made the payment.

I called Navy Federal to make user that the payment was made and they said yes but it would take 24 hours to process.

June 16

Payment showed "processing" on the loan in the amount of $18,800.

[redacted] asked if we could deliver the car since he had made the payment, but I told him that I was waiting for the money to clear first as advised by Navy Federal (to avoid fraud) and then I would deliver him the car.

June 17

I checked my bank statement and it showed that the money had cleared. The loan was paid off in full and the overage was already transferred into the savings account.

[redacted] called Navy Federal to ensure that the payment was clear and to ask if the money could be taken back for any reason, also to find out about their fraud policy. The woman on the phone told her that the payment had cleared and there was no way to pull back the money now. [redacted] asked if there was any reason that we should hold the car any longer or if it was okay to deliver to the buyer and was told that there was no reason to hold the car and would be fine to hand the car over. The woman specifically said, "we have your back". We were ensured that the money was cleared so we contacted [redacted] to set up delivery for the following day.

June 18

I double checked my bank statement in the morning to be sure the money was still there and nothing had changed, everything looked fine so we delivered the car to the buyer.

June 19

[redacted] checked our bank account in the evening and it showed a retraction to our savings in the amount of $1,313.18 and the loan showed that it was no longer paid off. I called Navy federal immediately to find out what was going on and was told that the buyers bank account could not be located so the funds were withdrawn.

I was told by Navy Federal to contact the buyer again to have him remake the payment. The woman tried calling [redacted] while we were on the phone and I also tried calling him, but he never answered.

June 20

[redacted] called Navy Federal and was told that it actually takes 4 days for the payment to clear and not 1-2 business days. We were previously misinformed. [redacted] was advised by Navy Federal to have him pay by cashiers check or certified check and not try to redo the automatic deposit, because if it was fraud then the same thing would happen again.

June 27

[redacted] Called Navy Federal and asked to talk to a supervisor regarding my loan account. I was transferred to speak to Jenn. She informed us that it takes a full 10 days for the money to clear not 1-4 days and that it was cleared in "good faith" with out hearing back from [redacted] first. She told us that we were mislead with all the information given to us previously. She offered us to re-do our loan into a personal loan and extend it so we can have cheaper payments. I was unsatisfied with this and asked to talk to her supervisor or manager, Jenn would not give me the ext. # to contact her supervisor only direct me to her voice mail.

July 1

[redacted] spoke with Kenneth from Navy Fed. (Jenn never called) I was told that they best they can do is re-modify the loan to a personal loan with a higher interest rate and longer term. I told him I didn't was not happy with that. I told them that this fraud only happened because of them clearing the money before it was actually cleared. I was told that it was not their fault that I released the vehicle to the buyer.

I was informed that;

This can happen 30-45 days after a loan clears so even if the 10 days passed with out a problem and the title cleared I would be in the same or worse situation.

Even though our bank statements showed the money clearing twice (one on the loan and second on to our savings account after the loan) and being told over the phone the payment was cleared it really was not cleared. (Somehow "Cleared" means "Pending")

There was no one else to talk about the events that happened.

All the miss information we were told does not make them liable and will be fixed through training.

That I am solely responsible for calling the other bank to make sure the payment/money is good. Even though they could not provide it to me when I asked for it on an earlier conversation, only to be told by Kenneth that she was looking at the wrong screen and that they would solve that issue through training.

Also that the title had been sent to me only to be told by the local police(at a later time) to call Navy Fed to send it back and attempt to continue to work with Navy Fed.Desired Settlement: I would like the bank to pay for the full amount of the sale of the car of $18,800.00 and Change their policy to not clearing any amount of money until it is fully processed and has actually been received and stop taking payments in good faith. Also to not be able to take money out of an account without first calling and contacting the account holder of the situation. I would also like to have their policy changed so that the consumer has access to any call records regarding their accounts.

Business

Response:

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

Review: navy federal has been charging me outrageous late fees for a payment that was returned regarding my car and credit card account/loan. My father and I have been speaking with 2 reps and 1 supervisor who have told us that it was navy federals mistake in those charges and they would be taking care of that... I have been getting threatening calls everyday regarding this issue and I don't know how many times my father and I have been calling to fix this issue and we have just been getting the run around. I have paid over a $1000.00 in the last month and a half to get my account current. Which is has been ever since.. and the issue that was supposed to be fixed by navy federal still isn't. We just called them 2 days ago regarding the issue and the supervisor said he would be adjusting the issue and call us back with information... My father and I have been waiting for this phone call... All these issues started with an Employee that worked there and apparently no longer does... she gave me all this information of what I was supposed to pay and when and I did what she told me, then come to find out all the information she told me was incorrect and now I h ave to pay for her mistakes... This is not going to happen. I am SO upset with navy federal and the way they are handling their business. Because of all this mess, my interest has gotten sky high which is becoming hard for me to pay anything off like im supposed too and I no longer want to financially this company because im getting ripped off in the long run. I'm not sure what to do but I need help fixing this and stop getting the run around.Desired Settlement: I would like to be in good standing with Navy federal. I would like an apology for the run around and for giving me the wrong information for months in a letter and I would like for them to adjust all the mistakes in my account and lower my interest on my credit card and car loan bc otherwise I will never be able to pay anything off... They have to do something... I understand I have things at fault but everything that has been going on with them in out of my hands and on them.. I would like for them to apologize to my father aswell...

Review: I have a fixed rate Auto/Consumer Loan with NFCU. In the contract it states that there is a 29.00 late fee but there are NO pre-payment penalties. The contract does not state the "pre-payment" amount must be the full balance of the loan however, they do not offer the option to pay towards principle only. Instead they "partial pay" towards the next month causing the minimum payment to fluctuate or have no payment for several months depending on the amount. This does not help in "prepaying" the loan. Instead it causes the interest to continue accruing until the next payment is finally due. When that payment is made, the majority if not all can potentially go towards interest because of the time in-between the last payment and that payment that was made. If a contract states there are no prepayment penalties, they need to give the member the option of paying ahead or directly towards the principal balance. Applying additional monies on top of the regular payment will allow the principal balance to decrease in return paying the loan off early and saving on interest that would have been paid throughout the term of the loan. My wife spoke to a representative for over an hour who stated although the contract does say they don't have prepayment penalties they don't give it's member's to apply solely to the principal balance. The entire payment whether minimum due or over will be applied toward principal and interest in a one payment and they do not provide documentation immediately available for it's members to see regarding the breakdown of the payments.Desired Settlement: My desired outcome would be that they abide by their contract and allow it's members to have a prepayment option. Every member should have the option to satisfy the minimum due and apply any additional payment towards the principal via phone, mail, or as an alternate selection when paying online. They should also include the immediate breakdown of how the payments and how they are being applied to the loan. I've had several times where my payment was different and could not be told why. If there is an immediate breakdown available, this will help eliminate confusion, disappointment, and errors.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 17 July 2014, submitted by our member, [redacted].

Review: On 31 Dec 13, I financed an auto loan with Navy Federal and recieved a low interest rate. In turn Navy Federal needed the title. I was ordered to move across the country due to military needs and the title was lost in the mail. The previous company was informed to send the title to Navy Federal because I knew I was leaving and to avoid this situation. Around May 15th after about a dozen times in branches all over the country, I was informed the title was still not recieved and my interest rate was going to be elevated due to me not compling with terms. The first elevated payment was due June 24th. I paid the $134.88 extra as required. In early July(around 8 July 14), I was informed that Navy Federal recieved a copy of the title but needed the name changed to reflect them as the lien holder. I called Navy Federal collections to skip a payment so this issue could be rectified. They agreed. I recieved a letter dated 15 Aug 14 stating and I quote, "NFCU has recieved the title to the vehicle that is pleadged as collateral on your recent loan; however, the title does not reflect NFCU as the first lien holder." It then goes on to tell me I am being debitted for the lien holder name change on the title. No issues with getting money from me to change the name. The issue is where it takes almost a month to debit my account for the title which almost signafies that Navy Federal was taking there time to submit this information for change to take advantage of getting more money from me. This process would have taken a week or less if the title was in my possesion and I would have taken it down to the DMV as suggested by a local Navy Federal branch in Las Vegas. I was never given an option to recieve the title from headquarters to make this happen. Under assumption of this letter I concluded my obligation was met and my normal payments were restored. This was not the case. On 28 Aug 14, I recieved a call from Navy Federal and called back asking for the representative that had called me. I never talked to that person but talked to another rep and asked if there was any issues with my loan account. I was informed that there were no past dues. Two days later I recieved a letter saying I was past due $134.88. On 8 Sep 14, I recieved a notice dated 4 Sep 14 from Navy Federal that my interest rate was restored to the original rate and the payment were to be effective 24 Oct 14. I called Navy Federal on 9 Sep 14 to figure out why it took almost 50 days to fix this situation? I was offered no explanation on why it took so long and that there was nothing they wanted to do. So based off of customer service and timeliness which is inadequate at best and now showing a late payment on my credit now, I will be owing $269+ all because I am not an important enough active duty military customer. I will not refer any military member ever again to Navy Federal based off the I don't care attitude.Desired Settlement: The payments for Aug 14 and Sep 14 need to be adjusted to show the new current rate based off the timeliness of Navy Federal's customer service and my credit comment fixed. This is unacceptable and this process is one of the worst I have ever encountered.

Business

Response:

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

I have been with NFCU since 1986 and I have been with them so long because they provide wonderful customer service and excellent banking service. Absolutely the best. Love NFCU.

Review: NFCU has provided my personal information including name, mailing address, and credit card information to a third party ("[redacted]") that sent advertisements to me via the US Postal Service. I never authorized the release of my information and requested that my personal information be kept confidential and not disclosed to any other person or business. I do not want to become victim of Identity Theft and feel that NFCU is exposing my accounts by releasing my confidential information against my request.Desired Settlement: I request that NFCU cease and desist from releasing my personal information to unauthorized third parties immediately. I would like an explanation why they released the information. I would also like an apology from NFCU and assurance that they will not release the information in the future.

Review: Navy Federal Credit Union has called me at work several times concerning my loans. I have REPEATEDLY advised them that I cannot receive calls of that nature at work. If they keep calling me at work, I very well could get fired. They feel that they have a right to call whomever, whenever they want. In addition to calling me at work, they call multiple times a day and ask questions about things that are none of their business.Desired Settlement: Navy Federal Credit Union needs to stop calling me at work.

Business

Response:

The following references the complaint we received on 3 April 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: Navy Federal incorrectly reported several errors on my credit report. I filed a discrepancy with the credit bureau and Navy Federal reported their documents were correct. In an attempt to provide the documents necessary to correct their records, the telephone representative refused to cooperate or even discuss the documents I have and then proceeded to hang up on me when I requested to speak with another person.Desired Settlement: I desire to have a manager or supervisor contact me to discuss the discrepancies and review the documents on file as well as what I have. Being hung up on is poor business practice and if the representative couldn't help me, I expect that in the future, they would transfer the call to a supervisor rather than simply end the call. I expect my credit report to be corrected to properly portray the actual events that took place.

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: While trying to use Navy Federal's Online system, I received an notice that the online system was unable to verify my information. I contacted electronic services after attempting to access the system at least 4 times using accurate information. Upon contacting them, I was notified that the system does not recognize the IP address that I am using and is requiring me to verify my information every time I request to access my account. I find this service to be improper and inferior because NFCU advertises that it provides it customers with free Web Bill Pay. When issues like this occur, members are not able to access information on the site and it appears that Electronic Services is not able to properly assist members despite this being the solution that NFCU recommends on their site. The representative in electronic services ([redacted]) insisted that I was using different information (laptop, wireless connection, browser, etc) but this is not true. I have used the same connections to access NFCU online for years.Desired Settlement: I would like NFCU to be aware that this is an issue and hopefully work proactively to fix the problem.

Review: I had money removed from my account to pay on a loan that is not mine and is not in my name and was never notified that the money was being taken out of the account. This caused the bills that I had said money for to not get paid. It may seem like a small thing but in trying to rebuild my own credit being made to be late on payments can't happen when the money was the for a reason.Desired Settlement: I would just like the money I had for MY bills to be put back into my account so I can pay my now late bills and have everything turned back on.

Business

Response:

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

Review: I am a 47 year old Disabled Navy Combat Veteran who assumed that I would receive professional customer service from the Navy Federal Credit Union's Membership Department. It was the worst experience I have ever had with a financial institution in my life. I applied to open an account by telephone. Two weeks later I called about the status of my account. I was told all is well that I only need to send in a copy of my identification. I was given the address to mail it. I mailed the requested information immediately that day. Two weeks later I called to find out the status on my account. I was told that they did not receive my identification documentation. They told me that I made a big mistake sending it by mail because they have no way of tracking or controlling anything sent to them by mail. I told the representative that I informed the representative that I was going to mail the documentation to an address which she provided to me but was not warned that it would never get there. The representative recommended that I take a photo of the identification and email it to them which I did that day. The next day I called to ask if they received the e-mail that my wife sent to them. They told me that they checked all their in-box emails and have not received it. I told them that my wife sent me the email with the photo identification as well so I decided to forward a copy of the email to them that day. I called back to check to see if they received my forwarded email of my identification documentation. The representative say she did not receive either the original email from my wife or the forwarded email from me. I told her I feel that something strange is going on and requested to speak to a supervisor. Suddenly the representative said oohhh guess what we do have your e-mails then forwarded me to a Supervisor. I spoke with a supervisor named [redacted] employee ID number [redacted]. He told me that he could not read the emails because they were cut off. I told him that I can clearly see the entire area of the identification in my email. Then he changed the subject and told me that my identification had expired (recently received a new ID but had not yet given it to my wife). I told him that I just received my new ID from the DMV and will fax the following information to them since they had issues with the mail and e-mail. He told me the quality of faxes are not good enough. I told him that I had a current banking agency that accepted my faxed identification so I wanted to sent it to them the same way which is in compliance with Federal law. I told him I will fax the following as identification to him 1) current driver's license 2) birth certificate 3) social security card 4) veterans's administration identification 5) military discharge DD-214 which also contains my social security number. Just prior to my leaving my residence to take a taxi and pay for the fax it dawned on me that the Navy Federal Credit Union was giving me the run around and would also refuse the faxed documentation I send them as well. So I tested my hunch by calling [redacted] back and said "We are both adults here so please tell me now that even if I spend my money to fax you these documents you will refuse to accept them as well as correct?" He admitted that he had no intention of accepting my faxed identification even though he encouraged me to faxed them to him. Needless to say I was shocked and felt disrespected. He told me after all that has occurred he will not accept anything less than my going into the branch office. I asked to speak to his supervisor regarding his unprofessional behavior be asking me to do something that he had not intention of honoring. He gave me the name of the President of the bank but not his immediate supervor. I called back about 10 times and was refused access to Human Resources and not told who his supervisor was so that I can file a complaint. I was told by a supervisor in customer service that since I am not yet a member I should not expect a return call from any complaint that I file on anyone at Navy Federal Credit Union. That seems to justify the bad treatment I received due to there is no recourse to non-members for unprofessional behavior on the part of Membership employees. Navy Federal Credit Union provided terrible customer service to me via their Membership Services Department. There is no avenue of complaint for non-member applicants. I was denied the ability to fax my identification documentation as authorized by Federal Law.Desired Settlement: I want a written apology for the unprofessional behavior as well as for Navy Federal Credit Union to accept my identification via fax which is a Federally acceptable medium for the transmission of my identification due to my disabled status. a

Business

Response:

The following references the complaint we received on 26 October 2013 from the Revdex.com on behalf of [redacted]. The complaint was assigned an ID number of [redacted].

Review: In October of 2013 my wife and I were victims of identify theft. Our Navy Federal Credit Union bank cards and personal information was stolen, and used to commit theft. The complaint I am submitting is that Navy Federal is ignoring the evidence for who committed the crime. After a lengthy and troublesome review process, NFCU's security department stated that we were at fault for our identity being stolen and therefore responsible for the amount stolen. I inquired if any investigation had been done regarding physical evidence, for example atm photos or video. They did not. Instead NFCU find it convenient to hold us account able because, "We should have kept up with our information better". The account number in question is [redacted]. Also lost in the funds was an Active Duty military pay check I recieved, that NFCU is withholding.Desired Settlement: Please review the evidence at hand for who committed the crime. Stop trying to hold me accountable for my identity clearly being stolen. Furthermore, give me the military paycheck NFCU is holding on to.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 22 January 2014, submitted by our member, [redacted].