Navy Federal Credit Union

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: The company is my loan company for my car, they are sending me a statement that says I have a savings account and im not sure why I have a savings account when I did not request one.Desired Settlement: I want a letter stating why they gave me a savings account and how it is relevant to me. I don't want them to put any of my payments on my savings account.

Review: To whom it may concern,

My auto loan went into charge off status and the account was sold to a company by the name of [redacted] & [redacted]. I was repeatedly told by Navy Federal customer service agents to contact this agency in terms of settling the debt. I did exactly as instructed and contacted the company and paid the debt. After receiving payment, the company sent me an email containing what I thought to be a lien release discharge, however when I presented it to the county clerk I was told the state of Tennessee would not accept this letter as sufficient enough to remove Navy Federal from the vehicle's lien. I called Navy Federal while in the County Clerk's office and they told me there was nothing they could do. The state said the only way they could remove Navy Federal from title is with a "Discharge of Lien." Which Navy Federal said the other guys would provide. Just to provide you with a little history, I am going thru tough times, living with a friend. The 1998 Jaguar is not operable and it is being stored in the parking lot of his apartment complex. It needs major repairs totalling well over $5000, of which being unemployed I do not have, the complex has threaten him with eviction if the car is not moved within the next 10 days.Upon receiving this notice, I contacted Navy Federal in hopes of obtaining the title so that I could have it sold for as scrap metal for $800, at which time I was told to contact collection agency for resolution. I called and spoke with [redacted], who told me the account balance was $4500 but the account could be settled for $2200. I told him, I did not have that kind of money and explain my situation in terms of the car repairs, apartment eviction & $800 offer from junk yard. I told him I could use the proceeds from junk yard and my portion of rent money and come up with $1500, if Navy would accept it. After a few days, he stated Navy Federal had agreed to the offer. I went on to say how important it was I receive the title as the junk yard would not make the deal without it. On today, after receiving your email I attempted to close the deal but again I need the "Discharge of Lien" before I can do so. I am a middle aged army veteran who has fallen on very hard times. I NEED this place to stay. Please let me know when I can expect to receive this discharge of lien document from you. Also my address is not the same as listed on the letter you provided. Currently, I am living with a friend at [redacted] and my phone number is ###-###-####.

Thanks in advanceDesired Settlement: Provide Discharge lien letter to the vehicle as agreed upon

Business

Response:

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

Review: I called to make a payment over the phone on May 16th. I asked the representative if my payment was timely enough to avoid credit reporting and she said yes. I, too, thought I was fine and timely. To my surprise, I learned today, Jun 10th, that I'd been misinformed because this company reports payments made late on the 29th day or on the 30th day as over 30days late to the credit reporting agencies. First of all, isn't this illegal and a violation to consumers? Next, I asked for a number for the department that handles credit reporting or corporate office and no one was able to provide me assistance in these areas. Finally, I asked for detailed notes be placed on my file, requested that management listens to this call and better train their representatives and remove this negative mark from my and my husband's credit report. I called the company back later on the 10th of June just to learn these remarks were not noted in my files as requested.Desired Settlement: Removal of negative mark on our credit reports, better train representatives, and allow payments to be made up to midnight on the 30th day before reporting over 30 days delinquent.

Business

Response:

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

Review: I am writing to bring some light on how Navy Federal Credit Union operates and how little they value their clients. The following are just a few examples of how Navy Federal Credit Union has wronged me as a customer. I currently have an installment loan and a credit card account with this institution. My installment loan application was processed for the wrong term and when I called to have this addressed they said that because I signed the note they will not correct the term I requested in my application. Because it was an expensive car the difference in the payment was significant enough to make it uncomfortable for me to manage. But, the following is what I found really disappointed: On July 9, 2013 I called to make a transfer into my account. Due to employee error, the transfer was never completed and consequently, I did not have sufficient funds to cover the payments drafted from my account by another lender. In addition to this, NFCU charged me two NSF Fees and closed my account on 1 September 2013. As a result of NFCU error, I received a “30-day late payment” reported to the credit bureau by the other lender. When I called to get this straightened out, I had to escalate the call to their supervisor, who told me that he would further investigate this and get back to me, he never called me back. A month later, I called again and had to escalate the call to another supervisor who told me the same thing and never got back to me as well. I sent an e-message and the content of their response is listed below. In their response they pretty much confirm what I am saying, that they just don’t care. Their reply was simply “Thanks”. Navy Federal employees are unreliable and cannot operate without making some type of mistake. In fact, not only can they not originate their loans properly they cannot service them as well. I called to make a payment on two of my debt accounts they could not even get the amounts correctly between the two accounts. I’m not being overly dramatic when I say that I am scared to make a payment through their call center representatives. In all of my attempts to get this resolved I have not received a single apology about anything that has happened. Navy Federal Credit Union has not taken any responsibility for their wrongdoing and has left it up to their client to deal with the negative consequences. To avoid any further interaction with NFCU, I closed my credit card without closing my credit card account in order to pay off the credit balance I still held. Now, I am unable to process my payments because NFCU will not release the account number to me.

Here is a message I sent to them using their e-Message system since I was unable to get a response from their Call Center Supervisors.

On July 9, 2013 I called to make a transfer into my account. The transfer was never completed and I did not have sufficient funds to cover payments drafted from my account by another lender. As a result of this bank error, the bank charges me two NSF Fees and charged off my account. I called to get a refund for the fees I received on my account and was told by one of the managers working for NFCU that he would further investigate this and give me a call back; I never heard from him again. I called again and a different supervisor initiated an investigation and said that she would follow up with me the following day; I never heard back from her either. As this is bank error and I should have had funds in the account. I ask that you resolve this immediately and bring my account to positive status.

Subject: Negative Balance

Navy Federal Response 10/15/2013: Thank you for using Navy Federal's eMessaging Service [redacted]. Please be advised that your EveryDay Checking account#[redacted] was overdrawn and closed as a charged off account. The amount that Navy Federal Credit Union charged off was $122.79 and any questions or concerns to contact Loans Charged to Recovery (LCR) at ###-###-####. ThanksDesired Settlement: A written apology, a refund, and my credit account number so I can make payments using my preferred Bank! Thank you for your time.

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].

We have researched the concerns presented in our member’s complaint. We apologize to **. [redacted] for our failure to adequately respond to her previous attempts to resolve this matter via telephone and eMessage. Navy Federal strives to provide efficient, accurate and prompt service to our members at all times, and we regret this is not consistent with her experience.

We have reviewed our member’s used vehicle loan account history and were unable to find any requests to extend the term of her loan after the loan was issued in April 2011. Typically, an extension for a loan’s term can be completed within the first 30 days of the loan’s issue date. In addition, it is the member’s responsibility to review the Promissory Note for a loan prior to signing the document.

We regret that a payment intended for our member’s used vehicle loan account was misapplied in September 2013. A payment in the amount of $201.00 was received by mail and was posted to the loan on 12 September; in addition, on the same date, a remittance of $430.04 was also received. Of the latter funds, $229.04 was intended for payment of the used vehicle loan and the remaining $201.00 was meant to pay the [redacted] account. However, the entire amount was credited to the credit card account. To adjust her records, $229.04 was transferred from the [redacted] account to the used vehicle loan; the funds were applied as though they had been credited correctly on 12 September. The loan account is presently past due with a payment due date of 11 October 2013 and a delinquent amount of $401.04.

**. [redacted]’s [redacted] account is also past due with a delinquent amount of $167.00; another payment of $196.00 is due by 9 November.

On 1 August 2013, **. [redacted]’s checking account became overdrawn in the amount of $107.79 when a deposit was returned as unpaid by [redacted] Bank; therefore, a $15.00 returned deposit fee was assessed, bringing the overdraft to $122.79. On 7 August, a letter was sent to **. [redacted] regarding her overdrawn checking account. Since the account remained overdrawn, another letter was sent to her on 17 August, reminding her that failure to clear the overdraft could result in closure of the account and the restriction of her membership privileges. Since we did not receive the necessary funds and an account cannot be closed with an outstanding overdraft, the returned deposit fee was refunded and the remaining overdrawn balance was charged to our reserves as a loss once the account had become 60 days overdrawn on 1 October. The Navy Federal membership suffered the entire loss of $122.79.

Follow-up questions should be directed to [redacted], Supervisor, Consumer Loan Services, by calling ###-###-#### 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:

You have not explained you phone recording practices. Is there a record of a call taking place that day, a payment was processed and that request did not just appear out of thin air. I am honestly so tired of dealing with Navy Federal Credit Union. It was a very difficult year for me I had an unexpected surgery which caused me to quite my job without any notice and an opportunity to put money aside. I have tried my best to stay current on my accounts regardless of what I needed to get by. Navy Federal Credit Union has made the year even more difficult and stressful with their constant mistakes and disregard for customer care. Unless they respond to my request with a quote stating that "these customers are LIARS and we refuse to apologize" I refuse to accept their response because I am not a liar and neither is my mother. A request was made they failed to follow through and as a result my credit card account was late.

Regards,

Business

Response:

This is in reference to a follow-up complaint, ID number [redacted], which was submitted by Navy Federal member, [redacted].

Navy Federal generally retains recordings of incoming telephone calls for a period of up to 90 days. **. [redacted]’s initial complaint was submitted to the Revdex.com on 16 October 2013 and forwarded to Navy Federal on 21 October. We have no record of a telephone call to our Contact Center on either 9 June or 9 July because Navy Federal’s policy is not to maintain records beyond 90 days.

We regret any uncertainty stemming from correspondence between **. [redacted] and Navy Federal. Unfortunately, we are unable to research this matter further, and our position remains unchanged.

Consumer

Response:

I brought this to their attention within the 90-day

period. I do not see why I should be held liable for their mistake

and lack of ownership. Navy Federal Credit Union could interview their

employee and he will advise them that a transfer was requested. Also,

another client was on the line with me and can confirm that they were

authenticated during the call and asked for a transfer to be made into my

account, which links one employee to two profiles at the same time.

Review: I have a credit monitoring service that alerts me to activity on my report, and it alerted me that an inquiry was placed on my credit report. I called NFCU mortgage department and spoke to supervisor sharon p[redacted]. On my credit report, before credit can be ran, per my fraud alert instruction, I am to receive a call to authorize my credit report being accessed. Ms. P[redacted] told me there is nothing she can do that the inquiry would stay on my credit report. When I told her I was a long standing customer and I told her that I did not appreciate the service and requested for closure of all of my accounts because I did not feel she was looking out for my financial well being - Ms. P[redacted] showed no concern to assist me. I asked to speak with CEO Cutler D[redacted] and was told I could not speak to him that I could go through a message center.Desired Settlement: Per my instruction on my credit report, I did not receive a call to approve opening a new account or pull any credit. The creditor ignored my alert on my credit report and I was not called by a mortgage representative at NFCU. I did not authorize having my credit report pulled. I would like the inquiry that was placed on my credit report on October 6th, 2014 to be removed.

Business

Response:

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

We have researched the concerns presented in [redacted]’s complaint regarding a recent credit report inquiry. Our records indicate that a mortgage loan process was initiated online by our member on 6 November 2014, with authorization to request a credit report confirmed at that time. This process was not completed, however, and no credit report fee was collected by Navy Federal. We have attached an Inquiry Removal Letter; if [redacted] will complete and return the letter, we will work with the credit reporting agency to remove any record of the inquiry from her credit report.

If our member has any questions, she may contact Ann C[redacted], Regional Manager, Mortgage Operations, at ###-###-####, between the hours of 8:30 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution from Mortgage Operations Regional Manager, Ann C[redacted] is satisfactory to me. Attached is the letter for the CRAs and Thank you.

Review: My son had a car loan through navy federal credit union, while I was making the loan payment. [redacted] this was signed as a 5 year car loan in 2008. Since then, this loan has been refinanced, after receiving a phone call claiming they could lower his monthly payments -after agreeing it was determined that the loan was now another 84 months long, at nearly 15% interest. He was never mailed or given a copy of this "new" contact. When we went in to ask why the amount of late fees assessed after receiving a congratualtions letters claimig they defereed two payments, we went to the location. Only to be told several different things, including that in no way was the car loan paid automatically because navy federal does not do that with other banks or credit unions, so they did not know where my automatic monthly payments were being sent. Then after nearly 4 hours of watching the employee get transfered between people, placed on hold we were told that even if we "paid it off today, it would not help". We had attempted to tell them that not only were payments being deducted late intentionally by navy federal, but no communication or information was being sent to us, let alone not being given the correct information when we call in. They had several different people, with different answers and no one able to take responsibility. They charged over 3000.00 in late fee's without a single form of communication to us at all. We requested they be removed and we would pay off the loan that day -and we were treated with a great deal of rudeness and hostility, claiming they did us a favor. WE paid the load of to the tune of $9500 or more..and they still did not take the payment out for 4 days later, and attempted to charge interest over those 4 days, until we called each day to find out why they payment had not been processed. In the past, we had called our own banks to find this out, and our banks advised that navy federal neglected to request payment.

Product_Or_Service: car loanDesired Settlement: DesiredSettlementID: Refund

I believe we are entitled to the late fee's fraudulently charged to this car loan, due to the severe lack of communication, refusal to apply for the payment until 8-15 days after date specified, no return messages, locked out of the on line service, and complete disregard for the customer and correct information being advised. Several hours have been spent at the branch and on the phone and several phone calls from us have been made to find out why payments are not b

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: Navy Federal Credit union received a complaint from me assigned number [redacted] by the B.B.B. After some negotiations Navy Federal Verbally opened a Checking Account for me on Thursday, May 22, 2014.

It was never their intent to fully cooperate in this matter because on Tuesday, May 27 Navy Federal Credit Union FROZE all my accounts.

Brian at N.F.C.U. collections states this is due to the "merging" of "[redacted]" and "Navy Federal Credit Union" 2 years ago.(contacted 5/27/2014)

Brian also states there might be as much as $15,000.00 past due on the [redacted] account from a decade ago.

Why would Navy Federal FREEZE my accounts? This is a very unethical collection practice. I have had a good standing account with Navy Federal for multiple years (sense 2003) and this is the first time I have even heard of owing any type of past due balance. My credit score is amazing and these attempts at all of a sudden freezing my accounts is unethical.Desired Settlement: I request Navy Federal Credit Union unfreeze my accounts so I could withdraw my monies to pay my rent.

I also request Navy Federal Credit Union to hold me and my current Navy Federal Accounts harmless against any alleged debt that was incurred by their merging with [redacted]

Business

Response:

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

Review: While the backstory will exceed the 4000 characters allotted, I wanted to particularly make the CFPB aware of a situation that may need to be seriously investigated for possible widespread practice of ECOA violations and "Dodd-Frank" violations. I recently requested a Line of Credit and Personal Loan through what I thought was a good financial partner NFCU, an outlier of the current too big to fail trove of banks. I had initially requested the personal loan and was approved after supplying a plethora of documents, including ones they did not request but I felt in the interest of full disclosure would be better to provide. They approved the loan, at 18% with a FICO score of 764!! At that time, I also requested that they then increase the EXISTING 16.9% (my scores were far worse then, 660ish) almost never used nor carried a balance, credit line. One of the conditions of the first loan was to verify my identity, as the CFPB is aware I have multiple layers of protection and remain vigilant of protecting my identity. I was asked to go into the nearest branch, obviously to sign my paperwork too, and present my ID. The branch manager came to me and had me fill out the promissory note, of 4,500.00 looked at my ID and noted that I had supplied Navy with LexisNexis proof that I was opted out per, my attorneys and CFPBs, advice to prevent potential misuse in the future. After I left the branch I was bombarded bombarded with conditions. They claimed first that I never went to the Branch, I said yes how else would the loan have been funded? They couldn't, and still can not come up with a response. What do they resort to? They start deleting all of my prior messages, one in which I give praise to there CSR-[redacted] and who they recognized for helping with the lexis nexis situation a month or so back. Then the conditions come back, go back to the branch (where apparently I Never was) and present identification. I go back and this is where the most disturbing and egregious facts come to light. A very nice person, a representative of the bank begins assisting me, calls the main manager, she comes in and calls and is typing profusely on the computer. I surmise it was some sort of chat program. They then both look at each other apparently there are literally 30-50 notes on my file about one thing or another. "Customer is an [redacted]" "Member [redacted]" etc. Thats not made up, surely you or the NCUA has the authority to subpoena or demand they turn over those notes, unless they pull an ENRON and start the shredder. He calls the person who puts alerts on my file and has to excuse himself as does the manger, and informs me, you have been wronged. Here is a phone number, call this number ASAP! You need to make this known, your an owner in this credit union. I wouldn't have a job, the branch manager wouldn't have a job, etc. I said, well I am at this point so fed up with them I really do not want to. Then he said well at the very least all they requested was for you to come into the branch for ID to get the Credit Limit increased. So he calls them up and makes notes in the system, and the gentlemen, who I myself could hear in the background make homophobic, and somewhat racially insensitive comments about me saying that he was going to make it "EXTREMELY" difficult to get it approved. At that point Equal Credit Opportunity Act, shot in my mind. He said that now there were 2 more additional conditions that needed to be done before it would be approved. So we went from 1, 2, to now 3. What makes it even more confusing is that all the information they are requesting again (THE SAME DEPARTMENT) I supplied to them for the loan they had approved and disbursed the day before! Obviously at that comment, I politely told the branch manager and associate that I was just going to think about it. How this disrespect and prohibited conducted could have happened. They have seriously violated so many laws.Desired Settlement: Out of good faith lower my APR, Stop the discrimination of non-whites, Remove the inquires from my credit reports, and stop demeaning me as I am a member and owner of the CU! I have proof and will ask the Revdex.com to help with Arbitration or seek Legal counsel!

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:

They wrote nothing, they called me a liar to the CFPB, they continuously discriminate against me ever since this fiasco with my domestic partner occurred. I just recently requested a $5,000 auto loan that I would put half down!!!! Its worth 7,600 and they will not approve it! Everything you can imagine, I MEAN LOOK at how long they took to respond to you. I can hear more and more members talking already about how bad Navy has become in regards to customer service. They say one thing and do another. I told the CFPB and I will tell the Revdex.com if there isn't a proper investigation done with regards to the practices and patterns of discrimination and I feel usury fees they subject members of protected classes, especially Hispanics and those like myself and partner who are LGBT. I have pristine credit, access to money, my partner is shareholder in his fathers massive engineering firm. That is public record too, go to [redacted].com it clearly list that they have opened offices in [redacted], new Mexico, etc. So they just have made it known they dislike me because of who I am and what I stand for. They hated it when they found out about my partner and I in October, they hate it now. Thank god for DOMA, I still though caution to my partner that entities like Navy are snakes and cant be trusted and with that said we had an attorney draw up sweeping and durable power of attorneys. Its sad that gays still have to live in the fear that documentation such as that must be done properly and professionally because our partnership is a farce in the eyes of NFCU. I have yet to get a single letter that truly has articulated why I am less deserving of a loan product then the thousands who post on there own Facebook page and talk about a year out of bankruptcy and Navy is giving them auto loans and 30k credit cards. Yet I asked for a measly increase after 5 months only to be told yes then completely discriminated against in the branch and told we changed our mind. I will remind NFCU again, you keep denying that no notes were annotated about me on any system with my profile and the consumer lending team who spoke with the branch specialist, said nothing demeaning. If I commenced a civil suit against you, because arbitration wouldn't apply as this is ECOA which trumps something that isnt just a mere or bare bones controversy, against you and had my attorney request the representative testify that no such comment was said you would make him go through that? Perjury is a federal crime! [redacted] went to prison for it! You have the nerve in a backhanded way to call me a liar by denying the vary existence of what reality was. I am sick and tired of the repeated abuse because of my private moral and sexual choices, my skin color, why is it that every NFCU billboard is littered with a white nuclear family? My partner is white so I am not "reverse racisim" but even he says that NFCU represents the navy as being a white insution and all the years he served it wasnt anything like that depiction.

So in summation I REJECT STRONGLY, any farce, lie, conjecture that NFCU would say, they are habitual liars, I even uploaded proof and taped the rep who hung up on me with my iphone since Florida and Texas have one party taping laws I can do so without asking for consent. They really need to back off and give me the respect that I am entitled to, and fare and accurate review of any request for extension of credit. The sad part is I am going to close my Checking account soon, so the LOC is moot at this point, I will keep my savings, and credit card but these people are worthy of nothing. The Human Rights Campaign even has raised the issue that NFCU is littered with old think individuals who retired from the DOD with that same "homophobic" "racist" mentality. I am exhausted this should all be written in a civil complaint in the united states district court, ET AL. So I reject it, they are disingenious and I urge the Revdex.com and anyone else to stay far, far away from this Credit Union if you aren't a member of the majority.

Thanks for your attempt to fix it, I truly appreciate the Revdex.com for working on this matter. And as you stated in the December 25th letter to me, they refused to respond to you 2 times. I raised the issue in response to the government complaint against them and wow, they come and respond with the same? Ironic isnt it? I wish you look with any other compalints with this "bank" or credit union, whatever it fancies itself. Again I cant articulate enough the dissatisfaction I have with this business and lack of empathy toward people who are different. Judge me on the content of my credit report and be objective not my sexual preferences and skin color. Progress is good, just as LBJ said. Poverty, ignorance, that's disease that killing America, not your fellow neighbor who is simply different.

Regards,

Business

Response:

This is in reference to a follow-up complaint, ID number [redacted], which was submitted by Navy Federal member, [redacted].

Review: Navy Federal Credit union recently drafted ALL monies from my savings account and checking and applied it to another account that they say my spouse is on with her daughter that apparently seemed to be in a negative. The account that my spouse and her daughter is on I have no access to those accounts and my name is not attached to those accounts. Navy Federal did not provide me with any phone call or anything to warn me that they were pulling money from my account that has my name on it, the account that my direct deposit goes into with my name on it or anything. I found out by going to make a purchase and my card was declined, when I knew that I had money in my account. I contacted Navy Federal that same day on 9/25/2013 to find out what happened to my money and was told that they applied MY checking account money and savings account money to a debit my spouse & daughter owed, which once again is an account that I am not listed on. The rep I spoke with tried to call collections and fix the problem she reimbursed me the amount that was back into my checking account but not my savings account, when I contacted them again on 8/26 to let them know that they did not reimburse my savings account I was told by another rep that they could not do that since my spouse owed a debit.... I then told the lady that is not true because the rep on 9/25 had helped me with the checking account. As I'm speaking with the rep on 9/26 about the issue once agin Navy Federal takes ALL money form my checking account again and leaves me with a zero balance, when I told them that I had checks out and I need them to replace my money back into my account I was told by them call the company you wrote checks to and tell them don't send it to the banks. When I asked to speak to a supervisor they sent me to a voice mail I have yet had a return call from a supervisor, when my spouse called and tried to clear up the situation she was hung up on by a lady named [redacted] in Collections and [redacted] was very rude. It is not my responsibility to take of a debit that I don't have access to or can get any information about. My spouse has no direct deposits to my account only I do. When I log into my account I can not even see where the money went there site provides me with no explanation of what they did with my money. I expect an apology from Navy Federal Headquaters and MY money back into my account

Business

Response:

We regret that the 26 September attempt of [redacted], Assistant Supervisor of Overdrawn Accounts, and the 30 September attempt of [redacted], Manager of Specialized Collections, to contact our member by telephone were unsuccessful. Messages were left. After a thorough review of our member’s records, we confirmed that our 25 September transfer of $228.21 from his savings account and our 26 September transfer of $38.21 from his checking account were properly processed in accordance with our Membership/Savings/Checking Disclosure; therefore, we will not comply with our member’s request to reverse the transactions. The funds were credited to [redacted]’s Navy Federal savings account of which [redacted] was the joint owner.

Review: I deposit a check into my cousins account because he is disabled. The check that got deposit into his account wasn't a good check. He got scammed by a company. The security department stated since I deposit cash in my account the same day he withdraw the money they assume that the money in my account came from that check which isnt true. They have a hold on my account and won't release my money. I have bills to pay. His account doesnt have anything to do with my account. We don't have a joint account. I don't see hoe the bank assume I deposit cahs from the check into my account. It doesn't matter if we both was at the bank at the same time.Desired Settlement: Release the hold off of my account I have 1512.00 in my account and it doesn't belongs to them. It's my money.

Business

Response:

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

Review: I opened a personal loan expense with NFCU on 04/2012. I just noticed after looking at the statement today that I have been charged 8 late fees which isn't fair as I make the payments within the 10 days late period. I currently have no home and living in my car until I find a place and the last thing I need while paying my bills off is late fees upon fees. Can some be waived or reviewed? I just made a 200 pmt and I need to know why there is a fee. Please help with some of this ridiculous charges.

Thanks

[redacted]Desired Settlement: Waive the fees

Review: I was victim of a check fraud scam. I was contacted via [redacted] by a person in Chicago, IL requesting information. Having no knowledge, unfortunately, I ended up being scammed for about $10,000 that I did not have. The person used fake checks and deposited them into my account without my authorization. I was told the checks were from legit business from music. They ended up being fraudulent. Navy Federal contacted me about these checks once they were discovered to be fake. I was told that I would be held liable for all loses from the 3 checks, totaling almost $10,000. I have filed a police report and contacted their fraud and security department. They were merciless, and forced me to take out a loan to pay back the money stolen. I am aware that I am unfortunately responsible for the losses but I am outraged at the fact that I am being charged 17.2% interest on money I never had. I never received any gains or profit from this fraud. This incident ruined me financially, causing ALL my other bills/payments to get backed up and overdue. I missed Christmas and my family is in a serious financial hardship. I am receiving daily phone calls from their collectors and I am currently backed up with all my payments. There have been arrests in [redacted] recently for HUGE check fraud rings that have been targeting military members with Navy Federal accounts in the news. My bank accounts were closed out and I no longer have access to credit cards or checking account. Due to my past due bills, businesses have taken money (I dont have) out of my saving account which is already negative. I think Navy Federal fraud department should investiagte more thoroughly, or show more leniency due to the serious hardship caused to my family. They have threatened to garnish my wages which will cause further hardship. I need help, people give up on life due to these type of things. Navy Federal employees at my local branch are all familiar with my situation and some have showed complete disrespect when I do show up to try to get cashiers checks to pay bills due to restrictions set up on my accounts. The police investigation for this case has gone no where, and I don't think the [redacted] Police department will handle it. I lost all funds in my accounts, forced to take a $10,000 loan with 17.2% interest rate for money I never saw, and now I am being asked to pay this back with money I don't have. The current cycle will only make the situation worse but NFCU won't give me advice on how to fix this situation except by paying my way out of it. I understand now that fraud is out there, but at the time I was uneducated, and I'm almost over the edge. My family is hurting and I am hurting financially, personally, and professionally by how the fraud was handled.Desired Settlement: I would like Navy Federal to try to get the funds back from the person who commited the crime, since the police department most likely won't handle it. If that is not possible, give me time to get things back in order before I am forced to pay back this loan. Lastly, 17.2% interest on a loan for money that was stolen from me blows my mind. It doesn't make sense that they are making $7000 from money stolen from one of it's members for over 8 years. Online check depositing should be closely reviewed and changes should be made to avoid this from happening to service members, which are the ones primarily targeted by these sca**.

I have no car insurance, car bill is a month past due, phone bill is past due, cable bill is past due, saving account is negative, I lost all my savings, and my family missed out on Christmas. They don't care, they just want the money back. Securities department is always busy and never returns my messages, I need someone who works at NFCU to help me.

Business

Response:

The following references the complaint we received on 13 January 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: Navy Federal Credit Union advised me that I needed to give authorization to put the funds in my account on hold. After speaking with a representative and specifically stating that I did NOT authorize the institution to put my funds on hold, a supervisor put my funds on hold anyway.Desired Settlement: I would like to know why the supervisor put the funds on hold WITHOUT my personal authorization and would like the institution to take the hold off my account immediately since they had no authorization to do so in the first place.

Business

Response:

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

Review: I am complaining because my sister referred me to this company which was advertising a promotion for a free membership and a $50 gift card for signing up. They also stated that if you referred up to 5 other family members you will receive an additional $50 for each member who qualifies. When I called the representation failed to inform me that me and my half sister will have to show proof of our relationship in order for me to get my gift card and a membership. I received my ATM card in the mail on 4/29 and called the company on 4/30 to find out how I can get into online banking but the representative informed me that I could not get online because I will have to prove my relationship with my sister who initially referred me. I informed him that our father did not sign both of our birth certificates. He then asked me if he ever filed us on his tax returns; I told him no. As I explained to him; I we would have know the requirements before hand we would not have giving our personal information to them and let them run our credit which probably pulled my score down for nothing. I really feel like this was false advertisement and they failed to provide detailed information.Desired Settlement: I would like for them to give me what the advertisement stated the $50 gift card and the $50 per referral that I sent to them and the membership.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 6 May 2014, submitted by [redacted].

Review: Illegal loan practices. Did not inform me that when I secured a loan that they could seize money out of my bank account without my permission at any time. The took money from my account to pay my loan without my permission. I disputed the information, but they felt this was legal practices. [redacted] financial could not just seize money out of my bank account without a court order. The organization continues to hold the line that they are entitled to take money out of my account without a court order to pay this debt. I was not even 30-days late and they seized money out of my account without my permission. This policy cause my account to go into the negative, bounced checks, negatively impacted my relationship with other clients and individuals and generally violated my trust.Desired Settlement: This policy is flawed, they should be required to contact the member via certified mail PRIOR to taking any money out of an account. This policy is unacceptable.

Business

Response:

The following references the complaint we received on 1 August 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: This month I tried to make my car payment online through Navy Federal's website. When I did that and clicked submit for my payment it took several minutes for the site to do anything and it said that there was an internal error and to try my request again later. I contacted Navy Federal and they said that payment would not come out. I went on their website again and tried to make a payment and it told me the same thing. A few days later they tried to take both payments out but they did not come out because for that amount of money there was insufficient funds. I contacted them again about how they told me since there was a technical error they told me those payments would not come out and they tried anyway, but they said they would not try and pull the money again. I went back online and made a payment and this time it went through to the confirmation page. Today, 4/15/2014, they took out all 3 payments from my checking account and the money that was in there was from an insurance claim from an accident my wife was in 3/24/14, and USAA had given me to pay the body shop. My van is in the body shop this week and now they took $800 of that money and now I will be unable to pay for the work. I explained all of this to them and how it was technical errors on their behalf and they should give me the excess money back because of issues on their site. They told me they could not do that because I authorized those payments when in fact I did not because of technical errors and them telling me those two payments would not come out of my account. I have been on the phone with them all day and I have got them same answer because there was slight delinquency on my auto loan they could not do it and the money was in their possession they could do what they want with it. I even explained to them legally they have no right to the money because of FL law says that if there is a loan on a vehicle any insurance claim money payed out for repairs can only be used for those repairs to keep up the vehicle. They have no right to those monies due to errors on their part. This is not the first time I have had this problem with their website and Navy Federal taking out more than one payment but they have always refunded me the money and this is ridiculous taking out 2 extra payments because of their technical errors.Desired Settlement: I wish to receive those monies back since there were technical errors on Navy Federal's website and I was told that since there was an error the money would not be taken out. They need to refund it as soon as possible to my checking account because the body shop needs to be paid when the services are done at the latest Monday, April 21,2014 because [redacted] only covers a rental while the car is in the shop and I will be without a vehicle if this is not taken care of.

Business

Response:

This is reference to complaint ID number 10012419, which was received by Navy Federal on 28 April 2014, submitted by our member, [redacted].

Review: First, is my absolute disgust with telephone customer service. My most recent experience, being the worst. I sat on hold for approximately 20 minutes, then when my call was finally answered, the employee was very rude. I asked a simple question about my account, and she had an extreme attitude, then hung up without even saying "have a good day" or anything of the sort. I called back and asked for a supervisor, who told me they would talk to the employee about the problem, and hung up on me. I called back a third time, spoke to the supervisor, asked for his superior and he said "that's not going to happen" and hung up on me. I am absolutely appalled by this whole situation. Second, is my disturbing realization that the recurring transfer I set up to transfer 305 dollars a month to my spouse's bank account to make our vehicle, the transfer said it was added, the money leaves my account, but never makes it to my spouse's account. I have triple checked both the routing number, and her account number, and they are both correct. Our vehicle is scheduled for repossession on Monday. Third, My debit card information has been stolen twice, I filed for the debit card fraud investigation, and my second claim was rushed, and only the minimal amount was given back to me. Finally, I am going to be separating from the Marine Corps in approximately two months, and when I called to check on getting a loan payment extension, I was directed to collections, who sent me to personal finance management, who sent me to collections, who sent me back to personal finance, who put me on hold, which was finally answered by normal customer service about 25 minutes later. The employee directed me back to collections, and the representative was extremely rude. he had an annoyed tone when he was speaking to me asked me "why do you need this extension?" in a very rude tone, and hung up when I didn't immediately answer. From the time I opened my account until now I have been extremely displeased with this business, but these recent travesties have completely turned me away. I have opened an account with [redacted], and all of my future deposits will be to them. Navy Federal will never receive another cent from me.Desired Settlement: I would like my loan nullified because I have been stabbed in the back so many times, and I want my account balance zero'ed out and closed.

Business

Response:

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

Review: Navy Federal Credit Union had an agreement with my Father [redacted] Jr. To pay a settlement on both auto loans that are on my credit report early. The settlement agreement was also to ensure that all negative remarks on my credit report were removed and showing my credit to be paid as agreed. On November 21st, 2013, I received a letter stating that Navy Federal was going to update my credit report, but still has not too date.Desired Settlement: Please finish fixing my credit report with all 3 bureaus so that my credit can be fixed and a new home loan will eventually be approved so me and my son and live in our own home.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 2 December 2013, submitted by our member, [redacted].

Review: Several late payments to my Consumer Loan account at the Navy Federal Credit Union were reported to the credit bureaus (Equifax, Experian, and Trans Union). Those payments were late because of an error on NFCU’s behalf that caused the Consumer Loan Bill to be sent to an old address while the Statements of Account were still coming to the right address. The bills, along with the statements, had been coming to my current address for three years. I still don’t know what prompted the NFCU system to start sending the bills to my old address and NFCU has apparently not looked into the matter. Because the statements were still coming to me and made no mention of the consumer loan, I assumed that the loan had been paid off. In May of this year, while deployed away from home, I received a phone call from a representative at NFCU advising that no payments had been made on the loan account since November of 2012. When I returned home, I started making calls to rectify the problem. Since the billing address error was initiated by NFCU, it was resolved that I would start making the $260.00 per month payment again and there would be no penalties or interest assessed. It was also my understanding that nothing had been reported to any credit bureaus. However, because of the address glitch in NFCU’s billing system, there was a gap in payments from December of 2012 until June of 2013 when I started making the $260.00 monthly payment again. Payments made in March, April, and May were reported as 30, 60, and 90 days late respectively and every payment made since then has been reported to the credit bureaus as 120 days late. This has had a seriously detrimental effect on my credit rating and needs to be rectified as soon as possible.Desired Settlement: Notify the credit bureaus (Equifax, Experian, and Trans Union) that there was an error on the part of NFCU and remove the damaging information from my credtit reports.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 10 October 2013, submitted by our member [redacted].

We have researched **. [redacted]’s concerns and his request to remove the delinquencies caused when his billing statements were sent to an incorrect address. As a courtesy, the delinquencies resulting from his failure to make his December 2012 through May 2013 payments have been removed from our files. We received notices from the U.S. Postal Service in 2009 and 2013 reporting different addresses for our member. In the event a member does not receive a billing statement, his obligation to make the monthly loan payment by the due date remains in effect. Billing statements may also be found on Navy Federal Online Account Access; **. [redacted] had access to our online service during the period of time in question.

Our member’s loan is currently being reported as paid in full to the three major credit bureaus, Experian, Equifax and TransUnion. In addition, we have requested that the lack of payments be removed from his report. The agencies have 30 days to update his records to reflect this information; however, if **. [redacted] has filed a dispute, the update may take longer.

Follow-up questions should be directed to [redacted], Supervisor, Consumer Loan Services, by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.