Navy Federal Credit Union

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by our member, [redacted] We have reviewed our member’s concernsNavy Federal recently changed our cash-availability policy on existing credit card accounts to 50% of the credit lineA notice of this policy change was sent to [redacted] on his September credit card statementWe are unable to force-post previously rejected convenience checksNo fees were assessed by Navy Federal as a result of the returned checks Questions regarding this matter may be directed to [redacted] , Assistant Manager, [redacted] Credit Card Lending Operations, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Central time, Monday through Friday

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I don't think the situation was handled correctly at allIt was a big fight and I felt like I was neglected as a customer because the employee who was investigating my case wanted to go to vacationI still want an apology for thatI have had to call many many times and I felt like my integrity was constantly questionedI don't want other military members to feel like their money isn't safe like I do! Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Although Navy Federal has provided the contact info of the attorney in this matter, this does not change the fact that I was damaged during this incident, and further suffered losses to the inadequacy of Navy's responses until they were forced to make a responseFurther, I am now further forced to pay for Navy's inadequacies and inappropriate behavior by now paying my attorney further to negotiate a resolution which could of been handled in any time during the past two plus yearsFurther, Navy is insinuating that I have "defaulted", I did not default on this loan, it was part of a legal bankruptcy process, wherein the court found in my favor, and I was afforded the protections of the US Bankruptcy codeNavy has consistently disregarded my concerns and communications, has damaged me, and has repetitively disregarded the protections afforded to me under the bankruptcy code and the FCRAI find it very distasteful that Navy cannot step up and admit that they have not handled this appropriately (let alone most likely in an illegal manner) and further continue to color the situation in such a manner that makes me sound like an irresponsible consumer who has just defaulted on a loan and they are really just the victims of an angry person that doesn't pay their billsI was an excellent customer to Navy until I had a catastrophic business failure, that was no fault of my ownNavy has clearly constructed a culture which "kicks you while you are down" and deals inadequately and improperly with consumers, who for whatever reason cannot meet their obligations, or are afforded the protections of the bankruptcy codeI don't think this an isolated incident according to various other complaints, which I have observed, which are in what seems very similar situations Regards, [redacted]

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly reviewed our member’s concerns Janice D [redacted] , Loan Officer Supervisor, contacted [redacted] on October On April 2014, Navy Federal issued a loan to [redacted] to purchase a [redacted] ; the automobile secured the loan When our member requested to change the collateral to a [redacted] on July, a new loan application was taken The new loan was tentatively approved with the condition that the dealership from which our member was buying the [redacted] would forward $to the original loan A letter of guarantee was sent to the dealership with a 14-day time limit When the funds had not been credited by the expiration date, the tentative loan was canceled; however, it appears that the funds were received within the established time frame Therefore, a new loan has been issued Although [redacted] ***’s credit rating had recently changed and our rates for new vehicles had changed, Navy Federal adjusted the interest rate so that his new loan reflects a lower rate than his original loan; we also lengthened the term of the new loan so that his monthly payments are within the range he requested Should [redacted] have additional concerns, he may call MsD [redacted] at ###-###-#### between 12:p.mand 8:p.m., Eastern time, weekdays

[redacted] *** [redacted] [redacted] *** [redacted] * [redacted] Apr (days ago) [redacted] Good morning -- Could Navy Federal have more time to provide a reply to this individual's complaint? Thank you -- Annette K***, Priority Mail, Navy Federal Credit Union

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I reject the determination from NFCU for the following reasons: 1) The "investigation" took less than one business day which means no investigating could have occurred of multiple businesses 2) Several messages were not left, message a week and three supervisor conversations later (documents can be provided) 3) The spending pattern is definitely out of character for the history of the account as are the establishments 4) Several times I stated to the customer service representatives that I had an active police report case number for the theft 5) My surname is hyphenated hence per social security I can use a combination or just [redacted] which is preferred Regards, [redacted]

The following is in response to the follcomplaint we received on August from the Revdex.com on behalf of [redacted] The complaint was originally assigned an ID number of [redacted] We have researched our member’s loan account ending in [redacted] and have found that the loan was extended on three separate occasions: November 2012, February and March [redacted] is claiming that the extension granted on March was completed without her knowledgeNavy Federal is conducting an investigation into this claimIn addition, Navy Federal acknowledges that [redacted] does not wish us to cease all communication with her via telephoneChip S***, Manager, Collections, spoke with [redacted] on August At that time, [redacted] requested the payment history of the loan accounts ending in ***, [redacted] and *** [redacted] also advised MrS [redacted] that she could no longer afford the current monthly payments on the [redacted] loan and requested that the loan be refinanced with lower monthly paymentsPer [redacted] 's request, the refinance was completed on August We apologize for any inconvenience our member experienced in her phone conversations with usNavy Federal calculates interest on consumer loans using the simple interest methodEach time a payment is received we satisfy the interest due first and apply the remainder of the funds toward the principalThere is never any pre-payment of interestThe amount of interest gradually decreases as the principal balance is reducedInterest is calculated daily on the unpaid principal balance from the last payment to the current paymentAccording to our records:On April 2015, a payment of $was made and was applied to principalOn June 2015, a payment of $was made and was applied to interestOn June 2015, a payment of $was made and was applied to interestOn July 2015, a payment of $was made and was applied to interestOn August 2015, a payment of $was made and was applied to interestOn August 2015, a decrease accrual adjustment was made in the amount of $which was credited to principalOn August 2015, a payment of $was made; $was applied to interest and $was applied to principalThe following information is in regard to the payments made by our member through Automated Clearing House:A payment in the amount of $was made on July (due to the age of the transaction, there is no trace number available)A payment in the amount of $was made on August 2014, with a trace number of [redacted] A payment in the amount of $was made on August 2014, with a trace number of [redacted] A payment in the amount of $was made on October 2014, with a trace number of [redacted] A payment in the amount of $was made on October 2014, with a trace number of [redacted] A payment in the amount of $was made on November 2014, with a trace number of [redacted] .A payment in the amount of $was made on December 2014, with a trace number of [redacted] A payment in the amount of $was made on December 2014, with a trace number of [redacted] There were no payments made between December and February A payment in the amount of $was made on February 2015, with a trace number of [redacted] A payment in the amount of $was made on February 2015, with a trace number of [redacted] A payment in the amount of $was made on February 2015, with a trace number of [redacted] Attached is a copy of [redacted] ’s loan payment historyFollquestions should be directed to MrS [redacted] by calling ###-###-#### between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

The following is in response to the complaint we received onJuly from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] When a deposit is made at a ATM, the deposit is subject to a five-business-day hold beginning on the date the check is postedChecks deposited before 10:a.m., Eastern Time, will post the same business day Checks deposited after10:a.m., Eastern time, will post the following business dayAccording to our records, [redacted] is enrolled in Navy Federal’s Mobile and Scan Deposit servicesThese services allow our members to have faster access to deposited funds than using a ATM For furtherinformation and funds availability in regard to Mobile and Scan deposits, our member should visit the navyfederal.org home page, click on the Products & Services tab, then click Checking & Savings and finally clickon the Mobile & Scan Deposits link.To find the ATMs closest to her location, our member can visit navyfederal.org and click on the Branches& ATMs link at the top of the page Next, our member should enter in her zip code and click on Search This automatically displays the closest ATMs in a 30-mile radius To find the closest ATM that accepts deposits, she can click on the box next to Deposit-Taking Only and under Distance, select five miles, then click on Go When a member reports a billing error/dispute to Navy Federal, we have a period of up to ten days to issue a provisional credit to our member The charge must first post to the member’s account for a dispute claim to be filed and provisional credit to be issued, if applicableOur records show [redacted] last used Navy Federal’s Web Bill Pay Service in March to make a payment However, the item was returned due to insufficient funds To ensure an item will be paid, sufficient funds need to be on deposit and available for use for the item to clear the account Follquestions should be directed to Patricia W***, Savings and Checking Operations Specialist, by calling ###-###-####, extension 74363, between the hours of 6:a.mand 4:p.m., Central time, Monday, Wednesday,Thursday and Friday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2016, submitted by our member, [redacted] *** We have thoroughly researched the concerns presented in our member’s complaintNavy Federal strives to provide efficient, accurate, and responsive service to our members at all times, and we regret that our member was not satisfied with her experienceOn and November and December, our representative attempted to contact Miss [redacted] by telephone, but she was only able to leave voice messages We have concluded that our Contact Center representative acted appropriately and professionally and that no Navy Federal error occurredOur records indicate that, since June 2016, as a courtesy, Navy Federal has waived over $in fees for Miss ***However, as a courtesy on November we credited Miss ***’ checking account for the $non-sufficient funds fee debited from her checking account on November If Miss [redacted] has any questions, she may contact Kirstie L [redacted] , Supervisor, Contact Center Resolution, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Eastern time, Monday through Friday

Between the dates of 11/17/2015-11/19/2015, my checking account was charged $in insufficient funds feesThe charges were the result of an app malfunction,where multiple small transfers were initiated from a bank account from another bankI have attempted to get the matter resolved at the branch, via customer and sent correspondence to the higher-ups and received no acknowledgementI cannot express my dissatisfaction with Navy Federal Credit UnionMy family and I have been loyal Navy Federal costumers for over yearsI thought the company would like to know when they run the risk of losing valued customers to a competitor due to the lack of customer service

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June 2015, submitted by our member, [redacted] *** We have researched the concerns presented in our member’s complaintRashalon H***, Regional Manager, Mortgage Operations, attempted to contact Mr [redacted] by telephone; however, her attempt was unsuccessfulA review of our records confirms that several factors contributed to delays in the closing of the mortgage loan, including outstanding contract contingencies, requested changes to the loan terms requiring additional credit conditions to be met, and the coordination of schedules for all parties to be present at closingWe apologize to our member for any miscommunication which occurred during the processing of his loan requestMr***’ loan closed on July

The following references the complaint we received on August from the Revdex.com on behalf of Navy Federal member [redacted] ** The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly investigated our member’s concerns We found that [redacted] ***’s mortgage concerns earlier this year were not escalated properly to a Regional Manager His complaints should have been acknowledged once he had voiced the initial issues regarding the service that he received Internal procedures have been reiterated to our staff to ensure that events like this do not recur On May 2014, a representative returned a call to [redacted] *** Unfortunately, the staff member was only able to leave a voice mail message; when [redacted] did not respond, an assumption was made that any concerns our member had had been resolved No other calls were made or received regarding his mortgage transactions On July 2014, [redacted] visited a branch office, located in [redacted] , Maryland, to deposit checks which were made payable to both him and [redacted] *** However, [redacted] did not endorse the checks in question Although our member stated that by Maryland law he could sign the items for [redacted] he was advised that she must endorse the checks [redacted] then left the office and returned later with the checks, each of which appeared to have a forged endorsement Should [redacted] have any questions concerning his mortgage, he may call Ann C [redacted] , Regional Manager, at ###-###-####, between 9:a.mand 5:p.m., Eastern time, weekdays

The following is in response to the complaint we received on August from the BetterBusiness Bureau on behalf of [redacted] The complaint was assigned an ID numberof [redacted] .Steve T***, Assistant Vice President, Collections, contacted [redacted] on 24September Upon receiving a Power of Attorney from [redacted] , they went overseveral options to repay the loan or settle the loan in full [redacted] chose to refinance theloan with payments she and her husband could afford.If [redacted] has additional questions, she may contact MrT [redacted] by calling [redacted] between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] According to our records, our member’s loan was posted on July On November 2013, the loan was converted to a signature loan with a higher interest rate due to our non-receipt of the title On March 2014, we received the title and the interest rate on the loan was reverted to the original Annual Percentage Rate of 2.969% effective March As a one-time courtesy, our member’s interest rate has been reverted as of the conversion date of November Follquestions should be directed to [redacted] ***, Supervisor, Consumer Loan Services, by calling ###-###-#### between the hours of 8:a.mand 4:p.m., Central time, Monday through Friday

The following is in reference to the complaint ID number [redacted] that we received on May on behalf of Navy Federal member [redacted] ***We have reviewed our member's claim and we spoke to him regarding his concerns on May On May, we issued a provisional credit to Mr Mason's checking account in the amount of $3,262.40, while we further investigate his claimOn May 2015, a letter was sent to his address of record advising that provisional credit in the amount of $3,had been issued

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on March 2015, submitted by our member, [redacted] We have researched the concerns presented in our member’s complaintAggie S [redacted] , Manager, Early Stage Collections, contacted [redacted] on MarchOur records indicate that on January 2015, [redacted] account ending in number ***, on which [redacted] ’ name appears as joint owner, became overdrawnOn March, after the account had been overdrawn for a period of at least days, Navy Federal transferred $from [redacted] ’ individual [redacted] account ending in number [redacted] to the joint [redacted] account to reduce the overdrawn amountThis action was taken in accordance with Navy Federal’s Membership/Savings/ [redacted] Disclosure Statement, which states the following under the section entitled Joint Ownership: The owner and joint owner (if any) agree to be jointly and severally liable for negative balances on any accounts in which either or both owners have an ownership interest, including any overdrafts, regardless of the cause, and agree to immediately deposit sufficient funds to cover the negative amount of the overdraftThe owner and joint owner (if any) agree that Navy Federal has the right to transfer funds from any accounts, in which either have an ownership interest, to correct a negative or overdrawn amount on any account on which either of their names appearThe owner and joint owner agree to reimburse Navy Federal for all costs of collection, including reasonable attorney’s feesA copy of the Disclosure Statement is attached for your reviewThe joint [redacted] account remains overdrawn by $Further review of our records confirms that [redacted] was listed as an authorized user of [redacted] ’s credit card accountAn authorized user may make charges and request information on the account but is not responsible for repayment of the balance [redacted] was removed as authorized user of the account on March We have confirmed that no transfers were initiated by our Collections Department from [redacted] ’ individual [redacted] account to the credit card account [redacted] will not be contacted regarding the credit card account againNavy Federal team members are instructed to maintain a courteous and professional manner with our members at all times; we regret this is not consistent with our member’s experienceAs mentioned by MsS [redacted] , if our member is experiencing financial difficulties at this time, she may wish to take advantage of Navy Federal’s Personal Finance Counseling serviceThis free and confidential service is available to all members; to speak to a Financial Counselor she may call ###-###-####, from 8:a.mto 4:p.m., Monday through FridayAny questions regarding this matter may be directed to MsS [redacted] at ###-###-####, extension 81515, between the hours of 9:a.mand 5:p.m., Eastern time, weekdays

The following references the complaint we received on April from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has reviewed the concerns of our member On April, JoAnne M [redacted] , Supervisor, Bankruptcy Accounts, called [redacted] but was only successful in leaving a message During a previous telephone call with our member, he was asked to provide a copy of his statement which reflects the transaction he questioned; to date, the copy has not been received We have confirmed that the last payment made to our member’s consolidation loan was a $Automated Clearing House (ACH) credit received on February 2015; although [redacted] arranged that transaction, no additional such ACH transfers have been set up No funds were deducted or transferred from his savings or checking account on March; in addition, we have no record of attempting to debit funds at another financial institution with which [redacted] is affiliated Furthermore, there are no SpeedPays set up for his loan Attached are copies of his March statements which reflect his savings and checking accounts as well as his loanShould [redacted] have any questions, he may call MsM [redacted] at ###-###-####, extension ***, between 9:a.mand 5:p.m., Central time, weekdays

This is in reference to a follcomplaint, ID number [redacted] , submitted by Navy Federal member, [redacted] M [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding her debit card fraud claim submitted on March As advised in our previous response to the Revdex.com on April 2016, we determined that no error occurred Based on the information provided in Miss [redacted] ’s claim, her account activity and no new information to counter our findings, our determination remains the same If Miss [redacted] has any questions, she may contact Amanda D***, Supervisor, Card Fraud Prevention, at ###-###-####, extension 43711, between the hours of 7:a.mto 4:p.m., Eastern time, Monday through Friday

The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns Lindsay D [redacted] , Supervisor, Debit Card Dispute, contacted [redacted] by telephone on June [redacted] advised MsD [redacted] that he has filed his dispute with ***, the financial institution which holds the account into which he was attempting to make a deposit MsD [redacted] confirmed that this is the correct procedure in this instance, and that [redacted] will be responsible for recovering the funds in question via the dispute process

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by our member, [redacted] ** [redacted] We have thoroughly researched our member’s concernsAlthough [redacted] was aware that there were issues with the title of the property, on January our member instructed Navy Federal to move forward with ordering the appraisal on the property, as he stated all repairs needed on the property had been completedHowever, the appraisal received on February noted several repairs needed, and our member was notified that the Notice of Value had an expiration date of July 2015, in accordance with VA guidelines Due to delays related to issues with the title of the property, a new appraisal was needed as the original appraisal had expired [redacted] was advised that the appraiser in this case was not selected by Navy Federal; a VA certified appraiser was assigned by the VAThe second appraisal required additional repairs to be made; [redacted] appealed to Navy Federal to have this requirement removedNavy Federal followed VA procedure and submitted the appeal to the appraiser, which was deniedThe appraiser completed the required inspection of the repairs, which he found unacceptable [redacted] reached out directly to the VA Regional Loan Center to express his concernsThe VA completed an additional in-house review and removed the repair requirements, and increased the property value as requestedNavy Federal followed VA requirements and will not reimburse our member for repairs completed on his property Navy Federal was ready to proceed to closing prior to the rate expiration dateWe note that [redacted] elected to have a Boundary Survey performed, which caused further delays in the closing process, which resulted in a change to the rateHowever, Navy Federal allowed our member to price match a competitor’s market rate, and we offered a better rate than the competitor The loan closed on November Navy Federal will not assume responsibility for any costs associated with the Boundary Survey, as this service was not required by the credit union To compensate our member for issues at loan closing, we refunded his entire settlement fee of $by check after settlement was completedAll required closing documents for the loan were provided to [redacted] , and we have confirmed that a copy of his Boundary Survey was sent to him Navy Federal can find no evidence of unprofessional or incompetent behavior displayed by our representatives during the processing of [redacted] ’s loan applicationNavy Federal does not practice discrimination of any kind