Navy Federal Credit Union

Review: Hey I'm writing because I've been a member for a year and a half since Feb. 2012 I joined the Delayed Entry Program to go into the US Army and fight for this country and the one time I maxed out my accounts they put a security freeze on all my accounts and the person assigned is some rude woman named [redacted] and I had to fax my entire military contract to her to prove I was eligible to be a member. So I was that was done she said pay down your accounts a little bit and then she would unrestrict them well I just paid 8K to pay off both my credit cards and all I got left is the 4100 to the line of credit which is due on the 8th of every month so I called to get her to unrestrict and now she's coming up with something else and there is nobody over her I can ever get in touch with but this is why I don't want to move all my money Navy Federal because my checking account is froze and is credit only and being in the military is a full time job and move and I don't have time to be stuck in a emergency and can't access my money I can handle my finances and be responsible and I told her I wasn't the only member who owes the bank money and they accounts not frozen being told to pay it all back before we let you use them again I think this horrific and I'm filing a dispute with the Revdex.com if they don't hurry up and unrestrict my accounts because this stressful and unfair. I hope they do something about get because I would love to do all my banking and keep all my money in baby Federal but I don't want to wake up every morning to something like this that's been going on for about 4 months. I can't even order a new debit card to put money in the ATM so I can pay bills or anything else and this Credit Union suppose to take care military personnelDesired Settlement: All my accounts are unrestricted and the alerts are taken off my accounts and [redacted] is not assigned or in control of my accounts anymore because her service and what she does to hard working people is ridiculous and a Class Action need to be filed against her or the credit union if they keep allowing her to do this.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 28 March 2013, submitted by our member, [redacted].

Review: On or about September 27th or 28th, Navy Federal authorized several fraudulent transactions charged by unknown persons in the Netherlands. The fraud was discovered on September 29th and since that time Navy has failed to do anything to reverse the charges or refund my stolen money. However, they have continued to charge my account for international transaction fees on purchases I never made.Desired Settlement: I want my money back from these fraudulent charges PLUS the international transaction fees.

Business

Response:

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

Review: I visited NFCU located in [redacted], Virginia at [redacted] on 6/4 to pick up a loan check. Upon arrival, I was provided a duplicate check for y 2013 [redacted] in the amount of 8,000 dollars. I also had in my possession a check in the amount of 6,300 dollars. I handed NFCU a check in the amount of 17,500 dollars erroneously and they canceled it. I immediately contacted them regarding the situation (less than 15 minutes later) and was advised that it was not a problem to simply return to the branch in [redacted] to obtain a reprint of the check for 17,500 dollars and have the check for 6,300 dollars destroyed. I did as instructed the next morning on 6/5 and received the check for 17,500 as promised. When shopping for vehicles on 6/7, I contacted NFCU to ask questions regarding the loan value and loan instructions. I was advised that the check had been canceled at the branch in [redacted], Virginia and never re-activated. I spoke to the manager, Marcy, who was argumentative, rude, and unprofessional. She continuously talked over me and my husband, interrupted our questions, and refused to answer the questions that I kept asking. When asking to speak to another Supervisor or someone above her, she kept insisting that she was the "highest person I was allowed to speak to." When I advised her that I would be filing a complaint for her unprofessional behavior and asked her employee number and/or last name, she also refused that information. When I requested to speak to someone in lending, she refused. When I asked to have her verify with lending that the information I was providing was accurate, she again refused and insisted that she was the only person I could speak to. When I asked why, she kept repeating these statements. She kept telling me we had to do a new application for credit (although the check was just retrieved less than a week ago) and the application was less than 30 days old.

I also entered a credit application requesting an additional 6k for my NFCU Credit card. I received a letter from NFCU that I was denied that amount because of "excessive inquiries." I find this amazing considering that almost all of the inquiries within the last 12 months have been exclusively from NFCU. Additionally, they refused to provide a limit of 20k, but raised the limit to 16k despite the "letter of denial." I find it bazaar that the Credit Union can deny my request for an increase, but still raise the credit limit to a number that they feel appropriate without first communicating or consulting with me to determine if it was acceptable.Desired Settlement: I would like to be contacted formally to receive an apology from NFCU for the lack of professionalism and customer service that I received this evening. I have done business with NFCU for over 7 years and do not appreciate being treated like garbage or a useless individual. Generally, I recommend NFCU and its products/services. I can only hope that this situation will not affect that situation. I would like for NFCU to reinstate the request at the 4.09 APR that I had when it was initially approved.

I would also like NFCU to raise the limit to 20k as requested.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 16 June 2014, submitted by our member, [redacted].Navy Federal strives to provide courteous, prompt and accurate service at all times. We regret that [redacted] was not afforded this type of service in this instance.Our records indicate that [redacted] requested two automobile loans in her name on 7 May 2014. Both were approved and then canceled by our member. On 23 May, she requested the same loans again, this time with herself as the co-applicant and her husband as the applicant; this ensured a lower interest rate. These requests were also approved and later canceled because our member found that she required loans in different amounts. Once again, [redacted] asked for two automobile loans and was approved. In each instance, she was issued Pre-Approved Loan checks.When she visited our [redacted] Branch on 4 June to request the cancellation of one of the Pre- Approved Loan checks, [redacted] was unable to wait to speak with a Member Service Representative (MSR) and passed on a loan package to the branch Greeter. The check in question, for $6,300.00, was incorrect and should not have been canceled; however, neither the Greeter nor the MSR was aware of the situation. Once our Resolution Specialist was advised by our member that the wrong check had been canceled, action was taken to issue a new check for $17,500.00. [redacted] has since used that Pre-Approved Loan check to purchase a vehicle; the loan was opened on 18 June.We encourage our members who visit a branch office to speak with an MSR directly; we have found that providing personal service can eliminate such errors from occurring.Navy Federal has also researched [redacted]’ file regarding her comments as to the application she submitted for a credit limit increase on her $14,000.00 [redacted] Signature cashRewards account on 27 May 2014. On 28 May, the application was declined for the requested $20,000.00 credit limit; however, a credit limit of $16,000.00 was approved. Our member claims that we denied her credit limit request based on excessive credit bureau inquiries. The review of our records revealed that other factors were also considered in the decision to disapprove her application. A copy of the letter we forwarded to [redacted] concerning the disapproval is attached.Should [redacted] have any questions, she may contact Robin L**, Assistant Manager, Consumer Lending Portfolio, at ###-###-####. She is available between 7:30 a.m. and 4:00 p.m., weekdays.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

NFCU has clearly not done research prior to responding to this message. I never canceled any loan drafts. It would make no sense to me to apply for a loan and then cancel it. The checks were not canceled, they were re-issued. Based on my understanding, the re-issue was required and mean that NFCU had to cancel the check (not me) in order to have it re-issued. One check was inadvertently canceled by the branch (which was not at my request). I was advised by NFCU to contact the branch for the re-issue of the check. They ended up cancelling the wrong draft. When we called NFCU, the individual was very argumentative, and required a "new application" although the loan draft was good for 60 days. I was advised that no waiting should have been required. I was to pick up the check and leave. I have never required any "counseling" and was never asked to "speak" to anyone. The manager of the branch came over to speak to me, apologized for the confusion and I left.

Review: I am not allowed access to view pending and recent purchases, account transfers, or online viewing of my checking and savings accounts because of an overdue payment of a 3rd party credit card.

I owe a $50 payment to the credit card. I can manipulate the payment screen to show me I have $80 in my primary checking. However, I cannot see if I have any pending payments lowering my actual avalible funds, if I have already issued a payment to the credit card and am waiting for it to clear, or if there are any fraudulent charges made on either account and credit card.

These functions are complimentary services provided to me as a contractual agreement for paperless billing, as well as advertised for online banking. They are now effectivly holding my accounts and funds ransom, and removing all of my abilities to manage the accounts that I would otherwise issue the payment from.Desired Settlement: Allow me viewer access to my checking and savings account reguardless of account status. If they desire to limit my ability to perform electronic debits and transfers thats fine. But not allowing me to view and inspect my accounts for payments and/or fraud is absolutly bad buisness!

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: DO TO PAST HARD TIMES FINANCIALLY I HAD TO GO TO A [redacted] CONSULTING SERVICE TO HELP ME RESOLVE SOME CREDIT PROBLEMS. THE COMPANY THAT PREVIOUSLY HELP ME REMOVE SOME OLD DEBT FROM MY FILE INCLUDING THE NAVY FEDERAL CREDIT UNION ACCOUNT # [redacted]. I HAVE BEEN TRYING TO GET BACK ON MY FEET. I RECENTLY GOT MY NEW CREDIT REPORT AND NOTICE THAT THE NFCU STILL SHOWS A NEGATIVE ON MY FILE. I WOULD APPREACIATE IF THE ACCOUNT BE REMOVE FROM MY FILE. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT THE [redacted] CONSULTING SERVICE AT [redacted] TO VERIFY MY DISPUTE.Desired Settlement: REMOVE THE NEGATIVE ACCOUNT FROM MY CREDIT REPORT FILE.

Business

Response:

The following references the complaint we received on 31 March 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I was told I would get a $250 stipend for refinancing within 24 of first payment.

I was told when refinancing my truck with Navy Federal I would receive a $250 stipend within 24 hours of my first payment. I made the payment on the 12th of October and it is now the 18th with no sign of this stipend. I have called twice once on the 15th and once on the 16th and was told by the phone rep that an email was sent to the "people in charge" and that I should see this deposit in 24 hours. I have been watching and no deposits have been made. I called October 18 only to be told that I would get the funds in 60-90 days and if I had any problems I should take it up with the branch. Navy Federal needs to make this right, immediately, not 60-90 days.Desired Settlement: I want the funds immediately.

Business

Response:

The following references the complaint we received on 29 October 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: Interested in a particular refinancing package and kept getting introduced to other offers that required me to pay more money. In addition, the final offer did not really offer me any real value. It would basically transfer my mortage from the current company to Navy Federal Credit Union. I started with a $400 out-of-pocket expense and was introduced to a $4,400 out-of-pocket option. The purpose of the transaction was to help me save money, cut costs.

About January 30, 2013, I inquired about Navy Federal Credit Union (NFCU) 2.7% interest rate. I have been with NFCU for over 10 years. I have an equity loan, a share account and have also paid off my credit card with NFCU.

Today, like most people in this economy, I am trying to cut costs. Since interest rates are much lower, I decided to refinance my home. NFCU was offering a mortgage refinance of 2.7% . I thought this was a great opportunity.

I contacted NFCU and spoke with [redacted], a representative in the mortgage department. She collected my information and informed me that I did not qualify for the 2.7% interest rate (1st option); I qualified for a rate about 3% (2nd option). Afterwards, she informed me that my mortgage would be paid off in 15 years and the payments were lower (saving me $50 per month); I thought what a “win win” situation. Then she stated that I must pay $400 in advance for an appraisal in order to process my information. I was hesitant; however, I thought it was worth it. I have good credit, 2.7% interest rate, a lower mortgage payment and mortgage paid in 15 years. She encouraged me to pay the $400 and lock-in the interest rate before it changes. As a bonus, she also informed me that if I used one of their appraisers from the list, I would not be charged some of the other fees, indicating another great savings. The additional fees were expensive, more than the $400 I had to pay.

I paid $400 to qualify for a lower interest rate on my mortgage. I knew for sure that I would qualify for the low interest rate. In the past, I have attempted to conduct business with NFCU to secure a mortgage that cost me $0. At that time, the representative informed me that I did not qualify for a particular interest rate because of my debt to income ratio. No loss for the upfront and valuable information.

This time I paid $400 knowing that I would qualify for the loan. After the paperwork process, I was informed that I did not qualify for the mortgage because of the appraisal. I was shocked and very disappointed. I contacted **. [redacted] and informed her how I was dissatisfied with the service. I did not feel as if I was professionally informed and felt that the representative was more of a salesman. I also informed her that NFCU has the expertise and tools to better assist its customers and I felt that I could have been better advised (due diligence). I do not have $400 to throw away. I trusted NFCU and they should be more concerned with my “ability to pay” for the loan. At this point, I feel that I was misrepresented and NFCU was not for my best interest.

To add to my disgust, **. [redacted] had no problem emphasizing that my $400 was non-refundable. Then she made me another offer that would cost me more money out of pocket (3rd option). I told her, “no, I don’t trust you”.

I contacted the supervisor about the problem and she also offered me the other option (3rd option) as the representative. That option would cost me an additional $4,400 out- of- pocket and additional fees. Basically, all that option would do is transfer my mortgage to NFCU, offering me no real value.

In final, I was asked to complete an online survey. Before the survey the email stated: “As a member of Navy Federal, your feedback is one of the most important ways we learn how to continue offering the products and services you and other members need and want. Previous input has led to changes such as ATM reimbursement and mobile banking.”

I completed the survey and it mainly asked questions about me possibly owning a business and using NFCU to finance the business.

In the past, I spoke highly of NFCU and am surprised of the support that I have received.Desired Settlement: Want my money to be redeposited in my account. $400.

Business

Response:

The following references the complaint we received on 21 March 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I called Navy Federal Credit Union on March 7th spoke to [redacted] explained we had an issue with the refinance check we have to pay off our current loan at a different bank. The payoff amount is different. She explained that we had do a new loan application and cancel the old loan application. When processing the new application a disclosure was read explaining they would pull our credit . The new loan was approved at 1.79% total interest charge at $1944.68 over 72/mos, monthly payments of $507.21. Before ending the call she stated they had to cancel the old application before they can complete the new application. They can not have two applications open. Called back to follow up on the cancellation of the old application, the cancellation was still pending and was told it could take up to 48 hours. Called again March 11th and was told the cancellation was complete and the new loan was done. We could go into the [redacted] branch to complete the loan. March 12th we go into the [redacted] branch to sign the final papers to find out that the loan interest rate increased to 3.9%. I am totally outraged. This is misleading and terrible bank practice.Desired Settlement: Honor the rate we were given on March 7th by [redacted] of 1.79% based on the credit score and information that day

Business

Response:

The following references the complaint we received on 21 March 2013 from the Revdex.com on behalf of Navy Federal members [redacted] and [redacted]. The complaint was assigned an ID number of [redacted].

Review: navy federal was notified in writing to validate theses so called bad debt ([redacted]) and ([redacted]) numerous times for the last two years navy federal failed to do so under the FTC consumer's rights act. navy federal is currently reporting this accounts on my credit report with Experian as neg items and positive items Experian is stating that navy federal has validated these items with them but navy federal is refusing to validate theses items with me after notifying navy federal in writing the last two years and still refusing to validate. after contacting navy by phone there stating to me they have sold the debts and no longer owns the debts and is not located in there records so if this is true why then is navy federal reporting neg information to the credit bureau if they no longer own the debt then there reporting false information to the credit bureaus on something they don't own. this is against the law under the FTC ACT and if this is not corrected NEXT COMPLAINT will be with the Federal trade commissionDesired Settlement: I want this resolved by navy federal contacting all three credit bureaus and taking off theses (erasing) negative items off my credit report A.S.A.P and when this is done I need to be notified in writing that navy federal has done so, and after these is done no further contact will be made with the consumer (me).

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 navy federal did not show me any proof about the neg mark on my credit report and did not validate all my requesting in writing in the past four years as the FTC consumers right. Navy federal had four years to validate my request and did not due it so there invalation of my consumers right under FTC so it's navy federals job to notify all three credit bueaus and remove all neg marks of my credit report...... The only way I will close this compliant is for navy federal to notify all three credit bueaus to remove all neg marks off my credit report.......

Thank you.......

Regards,

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'm getting the same response like I said over four years ago I have written navy federal to validate this account that's showing on my credit report they have not under the FTC consumer rights act, they have failed to do so within 45 days allowed and this has been over four years so its to late to validate it now you loose . So now navy federal has to remove all the neg marks off all three credit reports. So navy federal stop responding with paper statements response with your action when you remove the neg marks off my credit reports then contact me only in written showing you removed the neg items from all three of my credit reports...........other then that don't contact me your company need to learn the Federal Trade Commission consumer laws....

Regards,

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: again navy federal has validated the federal trade commission laws under the consumers rights act, navy federal was notified in written four years ago when I mr. [redacted] disputed this account directly with navy federal in written to validate this account and they did not responded withend 45 days and forfeited there rights by FTC laws, and still navy federal refuses to remove the neg marks off my credit report like navy federal stated in there last response they have the software on how they communicate with the credit bueaus and refuses to remove it. I noticed the credit bueaus and then the credit bueaus tells me to notify the Creditor then now the creditor tells me to notify the credit bueaus so this is a game. It's ok for these company's to violate the laws but if you the consumer does it there fast to put you in jail or slander your information and name. Consumers beware of navy federals poor practices with consumers.......I will not end this dispute until navy federal removes the neg marks off my credit reports!!!!!!!

Regards,

Review: I applied for a VA mortgage through Navy Federal. They pre-approved me at $125,000 after taking all of my information. My fiance' and I put an offer in on a house of $113,900, which was accepted. Navy Federal allowed me to go through the entire loan process, to include paying off debts, paying for an appraisal, signing into a contract with the seller and come wihtin 4 days of our closing date before they told me that they had over qualified me and I was no longer qualified. I then switched to another lender who pre-approved me, had me through under writing and closed wihtin 3 weeks. The problem now is this: I should be getting my appraisal cost back at closing, however since I had to switch lenders, my new lender cannot give me money back for an appraisal that was paid for at a different institution. Had I known that NFCU could NOT qualifiy me, I would not have wasted the time having an appraisal done on a house I was "not qualified" for.Desired Settlement: Since I was to be refunded the appraisal money HAD navy federal approved me, I would still like to be refunded since I was approved anyway. it is no fault of my own that NFCU over qualified me and I had to switch to another lender.

Business

Response:

Review: I was initially home In Seattle Washington as a federal government employee and Navy reservist when I received orders to recall to active duty in April 2014. After receiving these orders to travel overseas on contingency operations, I contacted all my lenders to request my interest rates be lowered due to the Servicemembers Civil Relief Act because according to my Judge Advocate General, all my entitlements due to being recalled had started. I finally touched down out of the country on September 29, 2014 and decided to check the status of all my accounts and their interests rates and noticed that all my lenders cooperated except Navy Federal Credit Union. I then proceeded to call Navy Federal to see what the hold up was and they explained that they did not have any requests submitted for me and I should go onto their website and submit a request. I did so on as follows

Your Message 10/03/2014 : Dear Sir/Madam,

I have requested my interets/APR rates be reduced in honor of the Servicemembers Civil Relief Act (SCRA) and have yet to receive a response. Please advice at your earliest when my rates will be reduced upon your review. Attached is a copy of my orders for involuntary recall to active duty. Please honor the SCRA soon and reduce my rates as per the guidance. Thank your regarding this matter.

Very respectfully,

Navy Federal's response was:

Subject: Servicemembers Civil Relief Act

Navy Federal Response 10/07/2014 : Thank you for providing the attached document, [redacted]. Please allow two to three business days for review. You will receive correspondence from us regarding your request. If you have any questions in the meantime, please reply to this eMessage or contact us at 1-888-842-6328, Monday through Saturday, 7:00 am to 12:00 am, Eastern time. Thank you.

After more than two to three business days and not hearing from Navy Federal, I wrote again saying:

Your Message 10/15/2014 : Hello,

This is not my first request for your honoring of the Servicemembers Civil Relief Act to be applied to my credit card and loan accounts. This actually my 4th request and nothing has been done yet. I would like for a manager to call me as soon as possible concerning this matter. I am out of the country but I will answer my phone for this cause. this is unsatisfactory at this point that I have not gotten any action.

Please call me ASAP!

Again, Navy Federal sent a canned response but changed the message a little saying:

Subject: Servicemembers Civil Relief Act

Navy Federal Response 10/16/2014 : [redacted], thank you for using Navy Federal's eMessaging Service. Please allow five to seven business days to review your documents. Correspondence will be sent to you in response to your request. If you have further questions, please let us know. Thank you.

At this point I was at my wit's end and wrote yet again saying:

Your Message 11/01/2014 : As you can see below, I have requested you honor the Servicemembers Civil Relief Act on numerous occasions and you have not honored this Federal Act in well over a month's time. I am forced to contact the legal team at this point due to your neglegigence and blatant disrespect of a Servicemember being recalled to active duty doing contingency operations. I expect IMMEDIATE action on my interest charges on all my accounts ASAP. Please respect this Federal Act and honor your commitment to reducing all my interest rates to a maximum of 6% at your earliest. I will also be contacting the Revdex.com regarding this matter if immediate action is not taken. I am not willing to wait another 30+ days on your initial 3 days promise that turned into 7 days which has exceeded 30 days

Finally Navy Federal's response was:

Subject: Servicemembers Civil Relief Act

Navy Federal Response 11/03/2014 : [redacted], thank you for using Navy Federal's eMessaging Service. Our records show your request for reduction in rate under the Servicemembers' Civil Relief Act (SCRA) was processed on 10/07/14. A letter of confirmation was sent to your address of record on 10/21/14 to let you know adjustments have been applied to your account retroactively. You may view these adjustments on your account statements. If you have any questions, you may respond to this eMessage or contact us at 1-888-842-6328, Monday through Saturday from 7:00 am to 12:00 am, Eastern time. Thank you.

I did receive the letter stating they have processed my request but after reviewing my accounts today, I have not seen one adjustment and the calculations of each APR is actually a few percentage points higher than normal and not nearly reduced to 6% as per the Relief Act. They acknowledged their records indicate that my accounts qualify for protection under the Servicemembers Civil Relief Act effective on April 2, 2014 but I do not see any adjustments of interest charges I have made from April until now either. I am very upset and highly agitated with Navy Federal at this point.Desired Settlement: Please adjust my interests rates to 6% on all my credit accounts at Navy Federal that are above 6% and refund me the interest charges from April through November that I have paid while my entitlements began

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 thoroughly researched the concerns presented in our member’s complaint. Based on our review of his accounts, we have confirmed that Commander [redacted] is eligible for protection under the Servicemembers Civil Relief Act (SCRA). Accordingly, the Annual Percentage Rate (APR) was reduced to 6% for his [redacted] credit card account purchases balance of $10,154.20, the credit card cash advance balance of $11,074.03 and the Checking Line of Credit (CLOC) balance of $2,623.00. In addition, a refund of $1427.56 was credited to the credit card account on 12 November, and a refund of $199.72 was credited to reduce the balance of the CLOC on 13 November.Written notification concerning the APR reduction has been mailed directly to our member’s address of record.If Commander [redacted] has any questions, he may contact Gary C[redacted], Supervisor, SCRA, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Review: Subject: Revdex.com Letter RE: Navy Federal

Attn: Revdex.com

RE: [redacted] - Account #: [redacted].

I visited Navy Federal in mid-November 2013 to make a deposit of $1,100. My intention was to re-establish my relationship with Navy Federal and have an active account with which to pay my rent, bills, make online purchases, etc. Upon inquiring if the funds would be available for use, I was told I would be able to use my account normally and the funds would not be applied to my outstanding balance, but that I would be able to make payments until the balance was satisfied.

To my surprise, when I inquired about my balance, the following business day, the funds had been taken and applied to my outstanding balance. These funds were going to be used to pay my rent and utilities. I immediately visited the branch and a clerk said the money will likely be refunded. I went on-line to verify the account and nothing had been refunded. After this she placed a call to customer serve and I spoke to a Mr. B. B[redacted]. This individual did not offer any help and instead proceeded to tell me he had every right to take the funds in my account. I tried explaining how I needed those funds to pay my rent, utilities, buy food, etc., but his attitude was demeaning and condescending. After this incident, I decided it would be in my best interest to not return to Navy Federal as a customer. Having lost the $1,100 deposit set off a series of unfortunate events that have yet to be resolved. Due not being able to pay my rent on time, pay utilities, make car payments, etc., my vehicle was repossessed, I lost my apartment, and subsequently my job, and lastly, was forced to move to a different state in order to secure a place to live.

For an organization such as Navy Federal, this treatment and attitude toward its customers, is appalling. After stating my situation I was expecting a certain level of compassion and respect and what I received instead was disregard and apathy. My goal is to work tirelessly to re-build my credit and I ask your department to investigate this issue and find a resolution that benefits not only myself but also Navy Federal in leaving my account in good standing. I also want to create awareness of how customers are treated by this credit union when experiencing a financial hardship.

Sincerely,

###-###-####

Or ###-###-####Desired Settlement: Explanation and reparations for all the issues caused by the situation. Re-establishment of my account in good standing and apology for the damages caused.

Business

Response:

Business Bureau on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Navy Federal has thoroughly reviewed the issues brought forth by our member. During the tenure of [redacted]’s membership, the balances of four loan accounts in his name have been charged to our reserve for losses, which resulted in a loss to the entire Navy Federal membership. Therefore, when his deposit of $1,100.00 was made on 15 November 2013, we transferred the funds and divided them among the four debts.On 20 October 2014, [redacted] spoke with D. O’[redacted], a counselor in our Recoveries Branch. Our member has now agreed to set up a direct deposit of $70.25; the funds should be received every Friday, beginning 7 November 2014. Upon receipt of the funds, we will credit $47.50 to the used vehicle loan, $1.25 to his personal expense loan, $1.25 to the Checking Line of Credit, $4.75 to the [redacted] account and $15.50 to the [redacted] account.Should [redacted] have any questions, he may call B. B[redacted] at ###-###-####, extension [redacted]. He is available between 8:00 a.m. and 4:30 p.m., Central time, weekdays.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Thank

you for your response. As you have

noted, I have made payments arrangements with Navy Federal to repay my debt.

Review: Navy federal refuses to provide me with a checking account because they are holding a delinquent balance off of the books after I filed bankruptcy clearing all debt owed to them. They refuse to send anything in writing confirming this but they will state it in person. This has to be illegal.

Business

Response:

This is in reference to complaint ID number 10072961, which was received by Navy Federal on 2 June 2014, submitted by our member, Garrett L. Richardson.Navy Federal has reviewed our records of **. Richardson’s account history and has determined that the decision to prohibit him from establishing a new account or from using electronic services was not based on his bankruptcy filing; our decision was based on the loss suffered by our membership due to his unsatisfactory account maintenance. Electronic services and the opening of new accounts with Navy Federal are privileges that the credit union extends to its members. These services are offered with the understanding that a member has a responsibility to maintain his or her Navy Federal accounts properly. These services may be revoked when a member fails to abide by the properly disclosed terms and conditions of an account or service provided by Navy Federal.A copy of our member’s signed Promissory Note dated 19 January 2006 is attached. Under the section entitled “Default Agreement” the note states, “NFCU may ... revoke any and all membership privileges previously extended to the Borrower ...” Since **. [redacted] defaulted on the loan in question, Navy Federal took the action deemed appropriate as to his membership privileges to secure the assets of the entire membership of the credit union.Should **. [redacted] have any questions, he may contact [redacted], Supervisor,Bankruptcy Accounts, at ###-###-####. She is available between 8:00 a.m. and 4:30 p.m., Eastern time, weekdays.

Review: I received a gift card some time ago, purchased from Navy Federal. The location is of the purchase was probably [redacted] or [redacted] Washington, which were not available choices on the form. This card was purchased by my parents, who are on a fixed income, my dad having retired from the Civil Service some years ago. I believe they have been customers of Navy Federal for many many years.

I had forgotten about this card until just a few days ago, when going through my wallet looking for something else. I was happy to see that I still had it. However, when I tried to use it, the card had no balance.

In calling Navy Federal, they explained that the card had depleted funds, because of a $5/month fee on the card starting at a certain point after the card was issued. And in reading the fine (very fine) print on the back I see that this is stated on the card. I'm not sure how many people, upon receiving a gift card, read the fine print on the back. Usually it would be considered rude to do so in front of the giver. But I'm sure the profit to the bank, from people who neglect to use their cards in some arbitrarily determined period, is quite hefty

Perhaps it is a practice whose ostensible purpose is to allow for better bookkeeping, but I find this practice thoroughly reprehensible and unethical. It costs the bank nothing to maintain a balance on a card, and it is an abuse of customer trust. If someone handed me a $50 bill, it would still be worth $50 a year and a half later. The Federal Reserve wouldn't say - oh no - that $50 was issued two years ago, so it's not worth anything now. Since it has no value now, I'm including the last 8 digits of the card here. [redacted].Desired Settlement: I would like Navy Federal to issue me a new card in the original value of $50.

Business

Response:

Review: I'm a 43 disable vet. who opened a account via my daughter in 02/2014 after I verified my identity sending in my license, utility bill, and ss card my account was opened. I set up direct deposit and had three accounts including a joint account with my daughter who

was active duty at the time. in May 2014 I went to check my direct deposit and notice I was not able to access my account. I contacted customer service who told me my account was frozen due to security concerns I was referred to a women name Genie at ###-###-####.

I left her multiple messages finally she contacted me two days later. Genie said I needed to verify my information and I said that was done back in February 2014. She said I don't care were doing it again I was completely taken by her tone, she told me I had to drive from Massachusetts to

Connecticut to verify my information I explained to her it was unethical and it was two states over if possible could I scan or fax it from my place of business. Genie begin to yell and scream at me on a recorded line per Navy Federal policy. I told her I will not tolerate her behavior and requested

a supervisor she stated he doesn't want to told to you and told me to shut the hell up and listen to her and she called me stupid. I hung up it was way to much for me to handle, the next morning 05.24.14 I traveled to Navy Federal located at 24 Salfish Dr. Gorton, CT 06340. I meet with a wonderful gentleman name Dale who looked over all me documents as well as my daughter [redacted] who was active duty at the time I opened this account. Dale said everything was ok, He contacted Genie and informed her I brought all the documents (birth certificate, ss card, drivers license, passport, dd219) even my daughter [redacted] who brought her (DD219, ma divers license, birth certificate, ss card). Genie said I want to make sure that child is her child which was verified also. after we complied with Genie she told Dale we I need a letter from the Social security office verifying that social security number belongs to both of them. I made it clear this was not watch she requested but I could take care of this on Monday and fax it over to her office which she allowed. In the mean time I was not able to access my money in my account everything was frozen. I contacted the bank concerned because I was not allowed to pay on my credit card which was due 06.05.14 no one would help me Genie was not returning my calls I requested and it was noted in the computer that I need a call back from her supervisor or another supervisor because of how she spoke to me and my daughter and till today no one called us to explain why they did this.

After confirming my identity and complying my accounts were closed with out my knowledge I never got my money back I paid them in full for my cc balance with Navy Fed with a balance transfer from my [redacted] credit card account I never authorized to keep my hard work money and no one will

speak to me about anything and were is my money.

with her documentation alDesired Settlement: I would like to speak to someone in Corporate for a consumer complaint. and a apology from Navy Federal within 30 business days

I would like this to be investigated by a Senior Corporate Officer

I would like all tape conversations pulled on Mrs Genie ext [redacted] I would like my money sent to me via cashiers check asap.

I would like a full review of both my account and my daughter due to wrongful closing because of Mrs Genie personal vindictive behavior

I would like file a formal complaint as requested 16 times please review the notes on my account.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 July 2014, submitted by [redacted]We have researched the concerns presented in [redacted]s complaint. Savings and checking accounts were opened for [redacted] in February 2014, and a credit card application submitted online was approved in April 2014. Navy Federal initiated an investigation involving [redacted]s accounts and membership due to discrepancies in [redacted]s credit card application. After a thorough investigation, it was determined that [redacted] is not eligible for membership with Navy Federal. In addition, she is unable to sponsor others for membership.[redacted]s checking and credit card accounts have been closed. We acknowledge that payment of $3,250.00 posted to the credit card account on 8 July; upon our receipt of the remaining credit card balance of $129.40, [redacted]s savings account will be closed. At that time, the $5.00 required to maintain membership, along with any dividends which have posted to the account, will be mailed to [redacted]s address of record.Navy Federal representatives are instructed to maintain a courteous and professional manner in all communications with our members. We can find no indication of inappropriate behavior by our investigator during her interactions with [redacted].If [redacted] has any questions, she may contact Ed G[redacted], Assistant Vice President, Financial Crimes and Risk, directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Their customer service is the worst I've ever experienced. I have never met a staff that is so incompetent, inconsiderate, and rude to their banking customers. Especially Virginia, absolutely disrespectful and rude when it comes to dealing with banking members.

Review: Charge posted to my credit card when it SHOULD have been a CREDIT! Pursuant to contacting NFCU on the clarity of how a credit is posted for easier understanding, I've found to date the inability to comprehend their said statements . . no where on the statement does it list or reference a actual credit. Everything looks or appears to be a charge. Attached here is the communication between NFCU done recently:Your Message 07/20/2013 : Note my [redacted] ending in [redacted] with statement closing date of 06/11/13 with transaction date of 5/17/13; Ref # [redacted] for [redacted]'s 0061 in the amount of $38.13. Per receipt I have in my position, this is to be a CREDIT but as you see on the [redacted] statement, it is a charge. Please reverse this; plus interest charged and credit me for the appropriate amount to my account.Navy Federal Response 07/20/2013 : Thank you for your message. Our records indicate that the $38.13 [redacted]s trnsaction posted to your account as a credit on 20 May. Please note that items on your statement with a minus sign after the amount indicates that the item is a credit. Please be assured that no interest charges were assessed to your account. Should you have any questions, please let us know.Your Message 07/20/2013 : Come on here . . a minus sign does not mean a credit at all . . a minus sign represents a deduction or charge that means a customer purchased something . . how is NFCU able to now tell me a minus sign also means CREDIT . . UNSAT! The statement I pulled off of NFCU web site here does NOT show me a credit .. again a minus sign is not and has never meant a credit from my past experience dealing with other credit card companies. All of this would help immensely along with the applicable charges if NFCU would annotate a running total but again looking at my statement, I don't see this either!See Desired Settlement Description section for continuation of this complaint!!!Desired Settlement: Navy Federal Response 07/21/2013 : Thank you for your message. Please note all payments and credits posted during a billing period are reflected in the Payment and Credits Section of your statement. The credit from [redacted]s for $38.13 is reflected in that section. If a transaction is posted as a purchase or a cash advance, it will be reflected in the Purchases and Cash Advances section of your statement.Your Message 07/21/2013 : I understand here I am unable to follow what you are saying!

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 24 July 2013, submitted by our member, [redacted].

Review: Please reply to complaint via Revdex.com. The phone number is not in service.

We kindly asked Navy FCU to adjust our payment to reflect, that no escrow need be collected for taxes in July.

We called Navy FCU asking how & what to do and then did exactly so. We were told to obtain proof from our county that no taxes would be owed on property then went to our local Navy fcu in [redacted] and asked them to fax to mortgage department. Weeks go by but we hear and see nothing so, we call Navy fcu early September to ask why payment hasn't been adjusted, and were informed Navy fcu did not receive their own fax, that we will need to resend. Instead of arguing we ask to speak with a supervisor "kelvin @ ext [redacted]. Kelvin said he would try to locate the fax and I asked that he email me ASAP and gave him our email address.

We never received an email or mail, or anything from Navy Fcu. WHY?

Words can't express how disappointed we are with Navy FCU, the many mistakes, not doing as they say, and seemingly don't care to take care of us! We've managed to remain patient, and respectful.

We called today and asked to be transferred to Kelvins ext. but we were put on hold, and after about 10 minutes concluded that making a formal complaint is deserved & necessary. Will Navy FCU will take 2 minutes to take care of us?Desired Settlement: Written apology. Navy fcu to adjust monthly payment to the escrow needed, (for insurance only) and immediately send us the additional escrow overage that was collected.

Business

Response:

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

Review: I have a credit card with the nfcu and the credit card went into default, I have been making payments to this card but the bank refuses to give me any information about the account or my other account they refuse to allow me to see my accounts online. When I call everyone is so rude and unhelpful. I just need to speak to someone that can help me and allow me to access my accounts online.Desired Settlement: I would like to speak to someone that can help me with my account and allow me access

Business

Response:

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

Review: The credit union took it upon themselves to place a hold on my account, which has created a hardship on me and my family because bills were going through the account. The credit union had no reason to do this. I tried calling them and kept getting transferred and told to leave a message in which no one took it upon themselves to contact me back and now all of my bills are behind with late fees. My bill money is in the account.The credit union placed this block on my account without a warning or notifying me and refuses to assist or remove it.Desired Settlement: I would, like an apology and any outstanding fees due to their negligence absorbed, by the bank. Also, I will need letters to my creditors stating that the credit union is at fault for my bills being late. Please settle this ASAP because this is an urgent matter. Thank you.

Business

Response:

The following references the complaint we received on 11 June 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].[redacted] had both checking and savings accounts with Navy Federal. [redacted]’s accounts were closed on 17 June 2014 due to discrepancies in identification. The remaining funds in his account have been sent to his address of record.