Navy Federal Credit Union

Review: I am currently paying off a loan provided by them for an Auto loan on a 2002 Volkswagen Jetta. I set up a payment plan to make that payment on 07/12/2013. The payment is currently past due, they were willing to set up the arrangement, but what they failed to disclose is that they would restrict usage on my debit card and make any and all funds unavailable to me, until they receive their payment which makes it very difficult to pay bills, rent, purchase groceries and ETC, in addition to that I recently misplaced my debit card and they organization is refusing to issue me another one until the payment is made.Desired Settlement: All I want is for my account to be unrestricted and my funds made available to me.

Business

Response:

The following references the complaint we received on 18 July 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

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Review: I have had countless telephone calls regarding foreclosure notices in my local newspaper, people peeking into my windows to make sure my home is still occupied (which has frightened my children). Each time I called Navy Federal I was told they would not give me any information until they heard from [redacted]. Upon contacting [redacted], I’m told my “file is still in review.”

In February 2013, the Department of Veterans Affairs sent noticed that disability rating was increased to 100% ( back dated to the date I was in the hospital for heart failure). During this same time Navy Federal scheduled a foreclosure for February 18th, 2013. I informed my attorney so that I could make sure something could be done after numerous attempts made by Navy Federal to foreclose after they have said that the were waiting for [redacted]s' home loan modification. I was told that the foreclosure was postponed.

After receiving back payment, I went to Navy Federal to see what payments could be made. It was at this time I found out that the home had been foreclosed on any way. I was shocked. I was still in review with [redacted], how could this happen?

Currently, I’m an IRR (Individual Ready Reserve) Lieutenant Commander and a 100 % disabled veteran. I am separated from my husband and the mother of 7 children (ages 17 months, 8, 10, 13, 16, 18 and 19).

I have tried to keep my home. I have lived here over 15 years and have worked hard to provide a home for my children.

Navy Federal has been deceptive on a number of occasions; asking me to fill out a home loan modification, when I went to pay what was owed in April 2012 -so that the amount owed only tripled as they continued to deny my application; as well as, stating that the foreclosure was postponed Feb 18, 2013; when indeed it was not. I realize that Navy Federal may have been in their right to foreclose but their deception- to say that they were working with me and then leave me no options was not right (unethical loan collection practices).Desired Settlement: I would hope that there would be a change in policy and way to hold Navy Federal accountable for the hardship placed on me and my family so that no other family goes through what I have.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: It is not accurate.

Regards,

Review: Back in July I applied to switch my auto loan from a [redacted] to a new [redacted]. NFCU after a long week process, said yes to switch the collateral to the [redacted] and that my payments would be $409 a month. AS LONG AS [redacted] of LV paid $932.64 to NFCU. I have proof of that, with no timeline written out nor was one told to me or [redacted] of LV. Now fas forward to last week, [redacted] called me and said they still havent received the title to the [redacted]. so I call NFCU and they say that I dont have a loan for the [redacted], because the $932.64 wasnt paid in 5 days. They are also saying they cant do anything about looking into that contract because it is deleted from the system. now they are trying to tell me I have to pay $949 a month. I was active duty with a better credit score back in july, now I am self employed and receiving money for disability and education benifits and a monthly bonus for 4 years as part of my contract terms with the Army. NFCU says I cant put any of that on my application for a loan. but I was supposed to have one back in july. NFCU also cashed the check from [redacted] so we all thought everything was ok. and as them cashing a check, they were stating that the agreed upon terms was good. so now they are trying to screw me over because I have a [redacted] with 3,000 miles on it that I have to pay for and they raised the rate to over 10%.Desired Settlement: Change the terms back to $409 a month payment on the loan. I will then in return sign the loan agreement, and add NFCU to the title of the [redacted] and send them the title (right now I have a clean and clear title in hand)

Business

Response:

The following references the complaint we received on 28 October 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: THERE WAS AN ISSUE WITH MY NAVY FEDERAL JOINT BANK ACCOUNT THAT IS SHARED WITH MY EX-GIRLFRIEND. THE ACCOUNT WAS COMPROMISED BY FRAUDULENT TRANSACTIONS THAT WERE PERFORMED. I CALLED UP MY BANK ON SEPTEMBER 6TH FOR RESOLUTION TO THE MATTER AND TO HAVE MY NAME REMOVED FROM THE ACCOUNT AND WAS TOSSED AROUND AND TOLD I HAD TO CALL SECURITY. I INQUIRED IF THIS WOULD IMPACT MY POSITIVE ACCOUNTS, AND WAS TOLD THAT IT WOULDN'T BE AFFECTED UNTIL AFTER 60 DAYS. YESTERDAY, 9/17, THE MONEY HAS BEEN DEBITED FROM MY ACCOUNT. I CONTACTED NAVY FEDERAL AND WAS GIVEN ANOTHER RUNAROUND, CONSTANTLY BEING HANDED OFF TO REPRESENTATIVES WHO "COULDN'T DO ANYTHING FOR ME", AND TELL ME I AM LIABLE FOR THE FRAUDULENT CHARGES, AND THAT I WAS MISINFORMED ON BOTH THE INFORMATION FROM THE REPRESENTATIVE, AND THE POLICY. THIS IS THEIR ZERO LIABILITY POLICY, WHICH STATES:

NFCU’s Zero Liability Policy: You are protected against fraudulent use of your card under NFCU’s

Zero Liability policy. We won’t hold you responsible for unauthorized purchases made in-store, over the

telephone, or online. The Zero Liability policy does not cover ATM cash disbursements and transactions

not reported to NFCU within 60 days of the statement date in which the transactions appear

IT IS WITHIN THE 60 DAY ALLOTTED TIME FRAME THAT I HAVE CONTACTED THEM NOT ONCE, BUT TWICE TO RESOLVE THIS ISSUE, AND I AM BEING LIED TO AND DECEIVED, AND I AM BEING PENALIZED AGAINST THE TERMS OF THE AGREEMENT I HAVE WITH NAVY FEDERAL.Desired Settlement: RETURN THE MONEY TO MY ORIGINAL ACCOUNT, UPHOLD YOUR ZERO LIABILITY POLICY AND BRING BOTH ACCOUNTS BACK IN GOOD STANDING, AND DETACH MY NAME AS AN OWNER OF THE ACCOUNT.

Business

Response:

The following references the complaint we received on 18 September 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I have a car loan from navy federal credit union. I asked them for the title to a car for a year because I needed to have a new title made for Ohio. I bought the car for my wife when I was in the marine corps in California. since they did not send me the title I could not register my wife's car so my pregnant wife did not have a car they said they would wave all the payments un tell the situation was fixed. they told me they was stopping the loan but yet they still charged me some where around $700 in interest. then when I called them they said they would have the main manager call me back he never did I started calling once a week and he still never called me back. what they did is almost criminal. my wife that was 7 months pregnant had to go with out a car due to the incompatibly. they should not be treating there costumers like this. they say how they take care of veterans but it seems like they are just trying to screwed me over. if this dose not work I am going to contact a lawyer for this crap. I should not have to work my [redacted] of just to get skewed by my bank I am still banking with them because I have loans throw them.Desired Settlement: I was this crap settled and a apology letter addressed to my wife explaing how they could not do a simple task and that is why she had to go with out.

Business

Response:

The following references the complaint we received on 20 June 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I received a gift card as a gift. I did not receive any paperwork with the card, so I logged on to the website to see how long I had to use the card. From the main menu ([redacted]) the only thing I see is the FAQS...So I click on it ([redacted] and it provides me with the perfect question to my answer...."HOW LONG CAN I USE MY NAVY FEDERAL VISA GIFT CARD?" I click to see the answer. The following is verbatim what it provided: How long can I use my Navy Federal [redacted] Gift card?

The underlying funds on your gift card expire with the card. Your gift card expiration date is embossed on the front of the card. You can make purchases using your card until either you reach the expiration date shown on the card or you have used the full value of the card.

The problem I have is in that paragraph it does not indicate there may be inactivity fees or to refer to the terms and conditions. It states until the card expires. Had they provided an asterick to refer to terms and conditions or fees then I would have to known there was more information I needed to check in to. I feel that it was falsely providing the answer to the question. I have tried to call them to resolve this with them and after 45 min, they feel they are not falsifying information with that statement. So I'm left to let the Revdex.com to help me.Desired Settlement: I want the card replaced. I also want a written apology for wasting my time trying to explain how their website provided invalid information. I also want their website updated to provide clearer information to the question of how long one has to use the card.

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 Tuesday 02/26/2013 I tried to use my card at the ATM and it said unauthorized user. Upon calling Navy Federal Credit union I was directed to the security fraud department and transferred to a [redacted] who is handling the case. [redacted] asked me why I received direct deposit of federal tax return to amount account. I stated that my sister utilizes my account and that she also goes in to the branch and deposit her checks. [redacted]'s response is that I and my sister will be talking to the IRS. I asked why I can't access my money and she stated the IRS froze the account and a supervisor was waiting to assign it to a fraud manager. [redacted] stated to me I would have to get in contact with the IRS. I was only allowed to take some money out of my checking account and she said I couldn't do it for the other accounts due to co-mingling. Going to my savings and not the checking. I was told I couldn't even receive my paycheck because it was I went to Navy Federal [redacted] square and spoke with Assistive Manager [redacted] who contacted [redacted] in regards to the account. [redacted] relayed to me that [redacted] to her the IRS had put the hold on the account and that she had contact numbers but she could not give them to me. [redacted] helped me look up IRS information. I went to the IRS building that day as soon as I left the branch in [redacted]. I spoke with the Supervisor [redacted] with that IRS branch who stated that the IRS has nothing to do with Navy Federal holding my account. I notified [redacted] of the branch with this information and she seemed shocked because she too was told that I needed to go to the IRS. I even called the IRS toll number and spoke with several different departments who are all saying the same thing and one department even forwarded me to the Federal Treasury just as a second check. Per the IRS if they were to put a levy on my account it would be all my accounts not just navy federal. I have several other banks with no issues. The IRS told me to call my credit union and let them know that they did not initiate any type of fraud alert and it is not illegal for my sister [redacted] or my nephew’s father to have check deposit. I was then told if my credit union had a problem they should have not deposited the check in my account and not wait two weeks later and blame it on the IRS. I tried numerous times to resolve this with Navy federal credit union. When I asked [redacted] to speak with her supervisor she refused and said it no one I can speak to bu. I left her several voicemails to call me back and what the IRS is saying which she told me to contact. I have no access to my money and even my paycheck that is pending to be deposit and I have no idea what is going on. All she keeps saying is someone will contact me but she doesn't know who or she doesn't have a case number for me to refer to. Yesterday I spoke with a [redacted] and asked to speak with a Manager or VP and I was told that they were in a meeting. [redacted] then told me to stop calling I just need to wait and they will have my number blocked and I can only speak with them through mail. I explained that I only talk to the twice that day because the other times I was unable to get anybody because the customer service representative told me the line was busy. She also told me that [redacted] was not going to call me back. When I asked about my paycheck [redacted] said they wouldn't hold it. She told me she understands my frustration but I have to wait for IRS. I once again called the IRS who notated the call that I don't anything and they have not seen anything fraudulent. At this point I have nowhere to go but to you. I have no money, my rent is due, they are being rude and they are saying it is because the checks came to my account. I contacted the IRS and several agencies who told me to turn to here. Per the IRS when we levy you we shut down everything not just two savings. I am surprised at Navy federal there rudeness and I feel like they are committing fraud against me and violating my rights as a consumer. I am not allowed to call about the status of my account because I am being threatened of block. But you will not answer the call. How am I supposed to know that you are not receiving calls when they are telling me no one is in at this time? I can’t call for help, she refused supervisor. Another rep transferred to voicemail of supervisor but I never received call back. Am I supposed to wait for months to hear about something that the IRS says doesn’t even exist?Desired Settlement: I think a fair resolution is to unfreeze my account and at least let me have access to my pay check that is going to post to my account tonight so I can pay my bills. I have not done anything wrong or illegal. My concern is that I know once whatever navy federal has going on is complete they will find no issue but it will be too late for me. I live in a very prestigious neighbor hood and if I do not pay my rent on time I can face eviction. I had planned a vacation this weekend because of my access to my money. The only thing I could take out is $700.00 out my checking account which doesn't make since because again if the IRS freezes your account you would not be able to do anything. I want answers. I want a resolution to this situation. I want an apology about the rudeness of this department. I am surprised because I always looked at navy federal as the best. And to have people who work for them to act like they are agonist all rules and regulations is shocking. I would eventually like to speak or have this information forwarded to the President of Navy Federal. To let them know that in all my years of having customer service I have never seen a group of I hope highly educated people act so mean. I had a director tell me once that you can always tell what type of manger a person is by their employees. I know this situation could have been handled so differently and would not have had to go to this point. My number one resolution is for no one to ever feel like this again. Since when can a person deny you access to their supervisors and hold your money but tell you nothing that you have to wait? Since when is it illegal to have a consensual deposits of funds in the account which we have been doing for years. Sine when can a company tell you they will block your number because you are calling to much but not being rude at all about your account which you are being prompted by the IRS to call which is the agency that you told me to call. I feel like I am in a tag game and I am being running back in forth. One moment Navy federal says it's the IRS and the next moment the IRS says it is navy federal. But the strange this is navy federal cannot give me any number or a contact department or name.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 12 March 2013.

Review: I had given [redacted] permission to ACH debit my account on July 14 and July 29 for $319. On the 29th I had insufficient funds to cover the amount and was charged a $29 insufficient funds fee. With out my permission [redacted] again attempted to withdraw the ACH debit and I was hit with another $29 fee. I am quite certain that since I only agreed to that ACH debit to occur on the 29th of July that had no right to attempt another ACH debit. I am also perplexed by these fees charged by my bank. according to this law: [redacted]

banking institutions cannot charge me over withdrawing fees (ACH debits are clearly stated to be included in this catagory) with out my written permission be part of an over withdraw protection program.Desired Settlement: refund of the insufficient fund fee

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 August 2014, submitted by our member, [redacted].

Review: I ordered a [redacted]Buxx Card for my daughter in the amount of $100. The card was delivered and returned to sender. I never received the card. I called [redacted]Buxx and had a new card reissued via [redacted] to my physical address ([redacted], MD [redacted]) and the fee was waived. Unfortunately, the card was never mailed because Navy Federal red-flagged the fact I was using my physical address to receive the card and not my PO Box. Well, common sense should say that this is not a red-flag issue because [redacted] can't deliver to a PO Box. Friday 7/11, I receive a phone call from the credit union stating they'd been attempting to contact me, of which I have no missed calls or voicemails from NavyFCU at work or on my mobile. I was immediately outraged and had to take a moment to call [redacted]Buxx to see what the problem really was. [redacted]Buxx was unhelpful, all they had was the account was red-flagged and conveniently NavyFCU's computers were down updating in the middle of the day. The physical address, has been used in the past with NavyFCU.Desired Settlement: I would like the card sent next day delivery without any further delay or excuses to my physical address: [redacted], MD [redacted].

Business

Response:

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

Review: The account listed below with a $2888 balance was paid in full as of December 2013. As of June 5, 2014 I have not received the title or a release letter for the vehicle.Also, my 3 credit reports have not been updated. I have continued to make constant contact with Mr. S[redacted] in your charge off department. Mr. S[redacted] does no justice to the situation. His response since February has been he will check with the loan department. If they dont have it he will overnight a letter of release to my place of residence.Account NameNAVY FEDERAL CR UNION[redacted] Potentially Negative ClosedAccount Type:Auto LoanBalance:$2,888.00Date Opened11/1/2006Desired Settlement: I would the title for MY vehicle and my credit report to state PAID IN FULL immediately

Business

Response:

See Attachment

Review: I have a home improvement loan out with Navy Federal (since 2012). In February 2014, my payment was exactly 30 days late due to an error with bill pay. My car loan was paid twice in February and my loan was not paid once. As soon as I realized this error had been made. I immediately contacted navy fed and paid 2 months payment. I also asked/requested that the 30 day late mark not be reported to my credit bureau due to the fact that a mistake was made due to bill pay and that I had never previously paid my loan with them late. I was told that they could do it but I had to file a dispute through [redacted] first. So I did that. I did it 3 times to be exact. Every time navy fed responded to the dispute by not changing the 30 day late mark as promised by them. I called navy fed. And was told again that it could be dine and that they were going to launch an investigation which would take 48 hrs. Then they would get back to me. 3 days later I had not received a call, I called navy fed. Back and they said they could not remove it. I asked to speak to a supervisor because I had been told twice that they could and would. The supervisor was very rude and gave me no explanation as to why they could not remove the late mark. I explained to them that there is no benefit to them holding my credit score hostage over a bill pay error especially after they said they could fix it after confirming that I always pay on time. The supervisor gave me no explanation and dismissed me as if I did not have valid points.Desired Settlement: I would like Navy fed. To give me a onetime forgiveness removal of the 30 day late mark on my account, as they promised they would on several occasions due to an error on my bill pay. I would like it done promptly also considering this has been an issue since February. Thanks.

Business

Response:

The following references the complaint we received on 15 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 has a policy whereby if your monthly payment is one day late they block your internet access to your accounts. They mentally harass me by, I am 100% disabled veteran with PTSD. When I log in to my account it says my account is blocked and to call to settle with them. The site also has a counter where it up dates daily how many days late you are. I called them and explained that I had a financial hardship and made a payment arrangement with them already. The agent looked it up in their computer and said yeah I see you made a arrangement with us, but we can't unblock your accounts until the money is received. I explained that I have two direct deposits that go into my accounts every month and they have the ability to view my deposit dates in their computer and that the scheduled deposits were before the the payment agreement. I explained I was concerned I could not have access to my accounts when my money was deposited. The agent replied that's our policy. I asked to speak to a manager and the manager confirmed that even knowing I had made a payment arrangement with them and I had two direct deposits before the agreed settlement date they would keep my account blocked until the money was received in my account. I told the manager I believed their policy was illegal, she rudely replied its not illegal. I called after and asked what the grace period and was told they had a policy if you are 1 day late it goes to collections and 10 days you are charged a late fee. I have over 100,000 dollars of debt with them and I pay them a lot of money every month and demand to treated better I don't have access to my account and have money being deposited that I don't have control of because it directly deposited into their bank. I believe the policy to be violate the truth and lending act because their agreement is 10 days late for a late charge but block me access to my account after 1 day late. I believe their motive is to harass you with pc access and put harassing remarks on your account. .Desired Settlement: I would like if the policy was changed to, if you already made an agreement with them that they take the block off your account access and remove the "a condition exists which prevents the processing of your request" and the days late counter that continues every day even if you already made a payment agreement. If I knew of this policy I would have never done business with them and having over 100,000$ of business with I would like that my loans be transferred to another lender that appreciates

Business

Response:

The following references the complaint we received on 24 October 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

On 18 October, we accepted our member’s requested repayment arrangement regarding his past due Navy Federal [redacted] account. Our records show that no subsequent collections calls have been made to him regarding that account; however, on 22 October, a collections call was made to him pursuant to his Checking Line of Credit, which became delinquent on 19 October. **. [redacted] was previously referred to our Personal Finance Management Branch. The assistance the branch provides under our free counseling program ranges from answering specific financial questions to developing a detailed money management plan.

Even though the addition of a payment arrangement to a delinquent credit card account may cease collections calls to a borrower, it is still Navy Federal’s practice to restrict the borrower’s electronic access until the account is brought current. Although a late fee will not be assessed until the tenth day on which a payment is overdue, payments are due on the contracted payment due date.

At no time did any Navy Federal staff member harass **. [redacted]. We regret the concern our member was caused pursuant to the restrictions placed on his accounts but trust that he understands our responsibility to protect the assets of the membership as a whole. Members with restricted accounts may still access their accounts in person at a branch, by telephone or by writing a check.

[redacted], Supervisor, Collection Control, attempted to telephone **. [redacted] on 29 October and 30 October; however, he could only leave messages. If our member wishes to discuss this matter further, he is welcome to call **. [redacted] at ###-###-####, extension [redacted]. Our representative is available to serve him between 11:30 a.m. and 8:00 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: Navy Federal only stated what their policy is. Navy federal stated I would have access to my account while it was restricted.

When I called on the phone, the agent stated to me, that I would not be allowed to draw any funds from my checking or savings account unless I made a payment on my credit card or bring my account current. Navy Federal also did not address the issue of taking control of my funds, which I view as illegal. Navy Federal did not address their policy to block my access to my accounts for the purpose of holding my funds as hostage to collect a credit card payment and their response does not address what really happen.

Regards,

Review: Navy Federal Credit Union has been non-responsive and non-accessible to repeated phone calls regarding the request for business credit cards. The details are in the following paragraph.

On 02 December 2013 during the bank's business hours, I called and left a voice message for **. [redacted], a business services representative, at ###-###-#### as per Navy Federal Credit Union protocols. In my recording, I left my name, phone number, access number, and reason for my phone call. By 05 December 2013, I called a second time and left another message due to the company's non-responsiveness. As a result of the second call, Navy Federal Credit called me from a non-accessible phone number (i.e. a number that one cannot call back) at 1224 CST, but did not leave a message or an accessible phone number. At 1233 CST, I attempted to call them back at the accessible/publicly known phone number and left another message. Since that date and the third phone call, I have not received a courteous phone call nor have I received any correspondence in the mail or via e-mail.

For an institution that provides awesome customer service to an individual and 400,000+ members, it is severely lacking with regards to the services it provides to businesses. A Navy Federal Credit Union member should not have to call their institution, 3 times with no results.

This poor level of service has a profound affect on my perceptions and loyalties to this institution, which I have banked with since 1989.Desired Settlement: 1. I want Navy Federal Credit Union to call my at ###-###-#### and provide me with a phone number to a dedicated business services representative so I can order 2 business credit cards.

2. I want the business services representative to respond to my phone calls within 1 business day of any return calls from myself.

My name is Lieutenant Commander [redacted] and my access number is [redacted]'s [redacted] business account). I am an authorized member on the account.

Business

Response:

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

Review: I applied for a loan application with Navy Federal Credit Union. In review of the website, I noticed exceptional rates and have had a long standing relationship with them... I assumed that I could get a great rate from Navy Federal as I had been a member for over 25 years. During my initial communication with the **, I was informed of additonal costs that were not initially disclosed in the initial loan application. In addition, to complicate things more, I made numerous attempts to contact **, with very limited to no response from her. It got so bad that I had to contact them early in the process and request another person. Navy Federal did not grant me a secondary option and I had to continue to endure VERY POOR customer service from **. Ironically, I sent e-mails to ** and got no phone call. While at a Navy Federal Branch in [redacted], the bank representative contacted ** and she responded to her in minutes (with a promise to contact me, in which she did not). This went on for several weeks. ** continued to fail to meet deadlines or take an active approach in assisting me in getting my loan. My real estate agent did not receive an adequate response from her either. ** allowed 2 weeks to pass before obtaining necessary documents in order to process my loan. I called and sent e-mails and received NO phone calls back. I was asked to pay $60 for a questionaire that I should not have had to pay for-I am getting those funds back. This is of little consequence, as I had to take time, gas and communication to get the funds to them. After wasting 3 weeks of my time, by waiting for this process, I was eventually denied the loan. I still have to pay for an appraisal that I should not have to pay for. This is also compounded by the fact that there was misinformation on my loan application, that makes me question was I able to get the best rate possible. I still have critical deadlines to meet and have no new home to date. It was NOT until I sent very stern e-mails that I began to get a response. I called at least 8 times and was only able to speak to her twice. I met ALL deadlines and sent ALL required information back within hours of receipt of it. I had to continue to stop what I was doing and do the leg work to make sure I was still on track to close out the application. I did speak to **s supervisor, but was left feeling completely inadequate and felt as if the conversation was more condescending than resolved. I can not get this lost time back and am under SEVERE pressure to move, pack and get a new lender. I am DEFINITELY going to close my checking account, savings account and stop using my credit card. Navy Federal does not care about its members as much as they advertise themselves to. I have NEVER had an experience this bad with any entity in all my life. I WILL NOT BE DOING BUSINESS WITH NAVY FEDERAL AGAIN!!!!Desired Settlement: I would like to not pay for the appraisal and would hope that action is taken to ensure this type of behavior is not tolerated for the next person. This is someones' life and livelihood. To play around with it and not take it serious is quite chilling. I would like an apology and possibly see a revamp to their lending practices. Navy Federal should be more upfront with their lending practices and not deceive its lenders or allow them to waste such valuable time when going through this process.

Business

Response:

The following references the complaint we received on 25 October 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I was at a restaurant trying to use my check card and it was being denied. I called Navy Federal Credit Union to find out why my transaction was being denied. I was told that my account was frozen because my auto loan was past due. I was then transferred to the collections department. The woman was polite and helpful...and then I got over to the collections department. The collections representative informed me to start that my account had been frozen because a remaining balance remained on my auto loan. I aknowledged this to the rep and then reminded her that I did have a pending arrangement for that remainder for an ach debit already in the system. The representative briefly aknowledged this before restating that I had my account justifyingly frozen. I asked her why if I had an arrangement in the system would my account still be frozen and if she could remove the freeze due to my willingness to do the aformentioned arrangement. The representative stated that having an arrangement in the system simply assured that I would not recieve collections calls but nothing more. I politely explained that I myself work in collections of auto loans and understand the policies and this makes no sense to me. The representative dismissed my concerns and went on to state that she would submit the removal of the freeze for the day to her supervisor but she doubted it would be unfrozen. She then went on to ask me why I had continually been behind, when in fact I had not been past due in months as could be seen by reviewing my account history and furthermore every time I had made an arrangement I had kept my arrangment. The represenative went forward to ask me further my "real reason for being behind" after I had already explained earlier in the call that I had to modify my normal payment and make some of it past due because I had accidentally messed up my math during budgeting, and when this had happened the representative that had adjusted my payment and made the post dated arrangement had said that there would be no issues whatsoever and taken care of it all without problems. After the woman asked me my "real reason for being behind" I requested to speak with her supervisor because I didn't appreciate her rudeness and calling me a liar. When the supervisor got on the phone she immediately started on the defensive, without a calm or apologetic word towards me and didn't listen to a word I said about what had happened. She then began to go on stating I had been late quite a lot and again asking for the "real reason for being behind". I tried to keep calm but the attitude began to get to me.. and to make matters worse the supervisor stated she refused to unfreeze my account stating that I deserved it!! I immediately requested to speak with her supervisor and she refused stating "il send you to someone else" and the phone was unceremonially transferred. The gentleman that I then spoke with was a slight bit calmer than the woman prior but still had an attitude of superiority and lack of active listening skills. He went on to review how the policy states that any past due account gets frozen regardless of post dated arrangements. I explained that this had never been told to me and he stated it is company policy and was sent out. He then told me that all he could do was unfreeze my account until the end of the day. I explained that I had funds that I needed access to and needed it permanently unfrozen but was denied. I then ended the call.Desired Settlement: I feel that at the very least there should be a formal apology for the rudeness of their actions and possibly a credit to my account. As anyone in collections knows that repetitive and derogatory questions are considered harrasment techniques prohibited by the fdcpa as well as supervisors escalating rather than de-escalating a fiery situation is very poor business practice.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 16 April 2013, submitted by our member, [redacted].

Review: I have paid on my [redacted] with navy federal for years and every year they tell me we can take a look at your annual percentage and see if we can lower it but they always tell me no they cant lower it and I want to be able to pay off this credit but its impossible due to monthly amount and the finance charges each month can we fix this some how?Desired Settlement: I dont want to cancel my card because I know it will hurt my credit but if thats what I have to do in order to stop paying a never ending balance than thats what I will have to do since nobody wants to help me fix this problem I want a monthly plan where I can pay this card off and not continue to get interest and lower my interest

Business

Response:

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

Review: We have been getting loan payments taken out earlier, and apparently we're always current before they take out these payments. Yes, times are tough and some financial institutions may be needing to get money to run, but if we are current and they are just taking payments early to fund their business, this isn't ethical. Their call center employees are telling us we are current and that " hey, its an early payment and an early payoff"....yeah, easy for some call center clerk to say when they don't live in the highest state in the country just trying to make it through. We're current on our payments but for the past six months they have been taking extra payments and leaving us in the negative so they again can take out financial charges to make money. They give us no reason why but they are quick to give us the early payoff schtick and its beyond cute or funny. We'd like a resolution to this situation or we may be going elsewhere. We've made a few official complaints with NO resolutions. Just more "we'll resolve this" with NO resolution. This is not how a bank or a so called gold standard financial institution should be working for their customers.Desired Settlement: Just to get the money back if we're current and for the person who is managing our accounts to stop the early payment thing. And answers that aren't generic to make us complacent. This shouldn't be that hard.

Business

Response:

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

Review: In April 2013 I refinanced my auto loan with Navy Federal. Since then, I’ve been dealing with incompetency and unwillingness to provide remediation. Navy Federal continuously has had operational errors and misinformation, resulting in my inability to get my title to them until just 1 month ago. The bank has sent the wrong title form, sent the correct form incorrectly filled out, sent the form without notary signature, and misinformed me 4 times pertaining the handling of this form (it needs to go to any [redacted] center and I should mail it, I can’t mail it to the bank for them to handle, I don’t need to provide the title with the form, and I just need to bring the title without the form – these are all the incorrect information I’ve received). The bank continuously threatens to raise my interest rate to an non-secure loan rate, and the department responsible for this is not accessible by the phone – it took threats of various complaints and legal action for customer service to transfer me (they never give a direct line, even if they leave a voicemail). I’ve been making every attempt possible to resolve this – having them check my communication records in their CRM should prove this. When I sent my title in, I also sent the form necessary, and I sent it via Fedex. Now, I’ve received a letter threatening to raise my interest rate to a non-secure rate because they claim they only received the title. I am not sure what’s transpiring over there, if the bank is targeting customers in an attempt to unjustly raise their rate, or if it is really this incompetent; however, this has been going on for months, I’ve made every attempt possible to resolve this and communicate with the bank, and I have gotten nowhere. Now I am at financial risk.Desired Settlement: I would like the business to tell me where my forms have gone, that they've insisted they hadn't received via Fedex and certified mail (forms which they've signed for). I'd like them to discontinue this unethical attempt to raise my interest rate, and I'd like the direct line of the director of the department responsible for this. I spoke with the manager once, she was completely incorrect, misinformed, and failed to follow through with the actions which she had stated she would take (get in contact with me after a month if there was still issues on the title transfer).

Business

Response:

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

Review: On Saturday, 4/20/2013, I reported my credit card lost to a customer service representative and ordered to have it shipped to me by FedEx with expedited shipped. The customer service representative told me it would get to me by Wednesday, 4/24/2013, and I was assessed a $12.00 fee for the FedEx shipping. I agreed to this shipping fee, but the card arrived a day late; the card arrived on, Thursday 4/25/2013. I counted on my credit card being shipped to me by 4/24/13 so I could use it to buy gasoline went and used my debit card to buy gasoline for my car so I would not be stranded. So my account was over-drafted by $17.53 on 4/24/13 and due to the fact that Navy Federal Credit Union lied and told me that it(the credit card) would be shipped to me by that date. [redacted]IF I'D HAD THE CREDIT CARD BY THE DATE SPECIFIED, IN MY POSSESSION, I WOULD HAVE TRANSFERRED MONEY FROM IT TO MY DEBIT CARD TO PREVENT THE $60 OVERDRAFT FEE THAT WAS CHARGED TO MY ACCOUNT, BUT BECAUSE OF NFCU'S IRRESPONSIBLE, UNETHICAL, AND DISHONEST BUSINESS PRACTICES I WAS NOT ABLE TO TRANSFER MONEY. I CALLED NFCU ON 4/24/13, AND THEY EXPRESSED LITTLE TO NO CONCERN OVER THIS MATTER.Desired Settlement: I DEMAND A PHONE CALL, AN APOLOGY, AND A REFUND OF $60 BE PUT BACK IN MY ACCOUNT OR A FEE REVERSAL OF THE SAME AMOUNT BE APPLIED TO MY CREDIT CARD(THAT I TRANSFERRED $60 FROM FOR THE OVERDRAFT FEE) . I WANT TO PAY ONLY WHAT I OWE(WHICH IS $20 OR SO); [redacted]I WANT TO BE TREATED FAIRLY AND NOT DISCRIMINATED AGAINST BECAUSE OF MY AGE OR STATUS AS A VETERAN

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 April 2013, submitted by our member, [redacted].

Review: On or about 6/29/14 I signed up for a new vehicle loan online with NFCU with the agreed upon terms of up to $44,000 @ 4.49% . On 6/30/14, I purchased my new vehicle in the amount of $26,733.15. On 7/7/14 I received promissory note, security and disclosure agreement and noticed that the terms and conditions were changed without my knowledge from 96 months @ 4.49% to 83 months @ 3.99%. On 7/14/14 I immediately contacted NFCU and spoke with a representative who stated the reason for the change in terms was due to the vehicle value being less than the required minimum $30k. I explained to the rep that nowhere on the website when selecting loan type 96 months nor in the pre-approval documents I picked up from my local NFCU branch does it state the qualifying term for a 96 month loan is a minimum $30k vehicle price. as a result she submitted my dispute and informed me I would receive a call back within 3 days with update which I never received. Today 7/21/14 I called and requested an update and was informed by another rep that my request to honor my original loan terms was declined due to the terms and conditions being listed online. I again explained to rep and eventually a supervisor that when I logged into my NFCU account and selected the Loan & Mortgages option to apply for a loan and proceeding by selecting the type of loan "NewVehicle" entering the amount and selecting term length 96 months any disclosure reference to a vehicle minimum of $30k is never provided which I have photo images of the website loan process to substantiate. My request again fell on deff ears and I was informed thats there nothing else they can do as the request was declined and the "terms" are listed on other parts of there website, just not through the most important the actual loan application process which Is misleading if your already logged into you account and applying for a loan. For this reason I am requesting that my original agreed upon term of 96 months @ 4.49% be honored and that in the future the $30k vehicle minimum disclosure requirement be listed during the actual loan process online and included in terms pre-approved loan documents which neither is the case currently.

As a long time client with NFCU with other active loans and accounts I would hope that you can rectify this issue and make it right.

Sincerely,

Access Code: [redacted]

Loan# [redacted]Desired Settlement: Delivery of original loan term 96 months @ 4.49%

During actual submission of loan application update website to include disclosure $30k vehicle minimum when 96 month term is selected.

Disclose term requirements / vehicle minimum required in pre-approval documents for any loan term of 96 months which is currently not the case.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 23 July 2014, submitted by our member [redacted].