Navy Federal Credit Union

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns Lisa P***, Supervisor, Loan Officer, spoke with Specialist [redacted] on March Due to an internal error, our member did not receive the discounts for which he was eligible We have added the discount to his new vehicle loan account as well as to his personal expense loan issued on October New Promissory Notes, reflecting the new Annual Percentage Rates of 4.79% for the vehicle loan and % for the personal expense loan, have been mailed to Specialist [redacted] separately As a consequence of the addition of the discount, his vehicle and personal expense monthly loan payments have been reduced to $and $141.72, respectivelyShould our member have any questions, he may call MsP [redacted] at ###-###-#### between 9:a.mand 5:p.m., Central time, Tuesday through Saturday

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have reviewed Mr [redacted] ’s concerns and have reached out to him to discuss this matterOn April, the section manager of our [redacted] ***’s Mortgage branch spoke with our member to explain the requirements for the re-inspection of the property and to let Mr [redacted] know that Navy Federal would cover the cost of this re-inspectionWe regret the frustration our member experienced in this situation, and we counseled the loan officer involved to prevent a recurrence of these events We appreciate Mr [redacted] ’s allowing us the opportunity to address these issues

The following references the complaint we received on January from the RevDex.com on behalf of Navy Federal member [redacted] ***The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concernsOn February, one of our representatives spoke with our member and addressed the issues he raised in his complaint [redacted] advised us that the payee of the cashier’s check has restored the funds in question to himOur representative provided her direct contact information to [redacted] ***, and he should not hesitate to contact her if he has additional questions

Thefollowing references the complaint we received on July from the BetterBusiness Bureau on behalf of Navy Federal member [redacted] J [redacted] The complaint was assigned an ID number of [redacted] NavyFederal has reviewed our member’s concernsThe Manager and Regional Manager of our Mortgage Operations Branch spokewith Mr [redacted] on July and July to discuss this matter On 22April, when Mr [redacted] applied for a mortgage loan, his application reflectedhis active duty pay; however, on April, he advised our representative thathe would be separating from the U.SMarine Corps Once we received a letter from his newemployer stating his projected monthly salary, we found that our member’sdebt-to-income ratio was outside of our lending guidelines At that point, we were unable to approve amortgage for Mr [redacted] As acourtesy, we refunded the $fee that Mr [redacted] had paid for therequired property appraisal Asour team members discussed with Mr [redacted] , Navy Federal did not require ahome inspection In light of this, wewill not be reimbursing him for the home inspection costs

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns On April, Patrick M***, Manager, Mortgage Production, spoke with [redacted] regarding the handling of her mortgage application We strive to provide superior service at all times and we regret that we did not meet those expectations in this instance The staff members involved in [redacted] loan have been counseled as to our policies and proceduresThe appraisal fee of $450.00, the credit report fee of $and the termite inspection fee of $have been refunded to [redacted] Should our member have any questions, she may call MrMason at ###-###-#### between 8:a.mand 4:p.m., Eastern time, weekdays

this people charge you money unfairly and unjustly. you have money on ur account and a few days later the transaction goes thru if u donot have money theyll charge u. even tho when u made the purcharse u did had money. they say it dosent matter.... I tell them that in tthe order that I did the purcharses I did had money.... they tell me it doesent matter and what matters is the order of the transaction. so they still charge u

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] .We have reviewed [redacted] ’s concerns related to his Navy Federal credit card accountWe have submitted a request to delete the duplicate tradeline and have confirmed that the duplicate has now been deleted.Should he have additional questions, [redacted] may contact Carrie M [redacted] in our Consumer Loan Servicing area by calling ###-###-#### MsM [redacted] may be reached between 8:a.mand 4:p.m., Eastern time, weekdays

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on July 2015, submitted by our member, [redacted] Navy Federal has thoroughly reviewed our member’s concernsOur investigation was completed on July and a written notice was sent to [redacted] to advise of the decision of the claim The claim was denied because through our investigation we concluded that no error occurred based on our analysis of the member’s account activity Questions related to this claim can be directed to Amanda D***, Supervisor, Card Fraud Prevention Recovery, at ###-###-####, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2015, submitted by our member, [redacted] We have thoroughly researched [redacted] ’s concerns regarding his used vehicle loanNavy Federal will continue to work with our member to resolve this matter and, as a matter of member service, there will be no further financial obligation under this loan If our member has any questions, he may contact Carrie M [redacted] , Legal Liaison, Consumer Servicing, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] size="3"> The complaint was assigned an ID number of [redacted] We have thoroughly researched the concerns presented in our member’s complaint Joel C***, Assistant Manager, Early Stage Collections, attempted to reach Mr [redacted] ; however, he was only able to leave a message Through our review of this matter, we concluded that Navy Federal has not misinformed Mr [redacted] regarding his used vehicle and personal loan accounts However, we refunded two late payment fees of $each to his savings account as a courtesy Mr [redacted] ’s loans remain past due Although both accounts were brought current by our Personal Finance Management staff in March, the first payments received were reverted to [redacted] Bank; should he have any questions about the return of the funds, Mr [redacted] should contact [redacted] Bank At this time, both loans are past due and no other adjustments will be made Furthermore, while we strive to work with our members when they encounter financial hardship, we do not provide the type of compensation requested by our member If Mr [redacted] has any questions, he may contact MrC [redacted] at ###-###-#### between 8:a.mand 5:p.m., Eastern time, Monday through Friday

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have reviewed the concerns presented in Ms [redacted] ’s complaintAccording to our records, our member submitted a debit card fraud claim totaling $on March and we determined that no error had occurredA letter advising Ms [redacted] of the outcome of our investigation was sent to her address of recordOur records do reflect that our member contacted us to discuss her claim following the decision, and our representatives have left several messages for Ms [redacted] in response Should Ms [redacted] have additional questions, or if she would like to receive a copy of the information used during our investigation, she may call MsD***, Supervisor, Card Fraud Prevention, at ###-###-####MsD [redacted] is available between the hours of 7:a.mand 4:p.m., weekdays We note that Ms [redacted] ’s name is reflected in our records as [redacted] M [redacted] -CrossShould she wish to update the name we have on file, she may visit our website at navyfederal.org to print the necessary forms to complete and return to usShe may also call our Contact Center hours a day, seven days a week to request the forms, at 1-888-***- [redacted] (6328)

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Christopher D***, Regional Manager, Field Mortgage, has had ongoing conversations with [redacted] , joint owner of [redacted] ’ mortgage account, regarding their concerns on October 2014, October and December On October 2014, MrD [redacted] advised that we had the opportunity to request a Desk Review or a Field Review and offered to review the appraisal himself Our members advised they wanted to close on the loan with the current appraisal The loan was reworked and our members closed on the loan on November In their most recent conversation on December 2014, [redacted] said that he was pleased with how everything worked out in the end Although he did not agree with the appraiser’s determination, he has a better understanding of the process and appreciated the time we took to explain the process to him, including other potential solution options Follquestions should be directed to MrD [redacted] by calling 1-###-###-####, extension***, between the hours of 8:a.mand 4:p.m., Central time, Monday through Friday

This is in reference to a follcomplaint, ID number [redacted] , submitted by Navy Federal member, [redacted] Josh L [redacted] , Assistant Manager, Credit Card Servicing, spoke with [redacted] on February to discuss his concernsUpon further review of the circumstances, the amount of $was refunded to our member’s savings account on February in accordance with his request If [redacted] has any further questions, he may contact MrL [redacted] at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Central time, weekdays

I would like to say thank you very muchI really appreciate it and I can see this shows you really care about your customersThanks [redacted]

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2015, submitted by our member, [redacted] On February, Thomas R***, Manager, Personal Finance Management, contacted [redacted] to discuss the concerns presented in his complaint Our member was then connected with Donna C [redacted] , Personal Finance Specialist II, to complete a financial counseling session In order to assist our member, Navy Federal has agreed to a payment plan for his credit card account for a period of months His monthly payment amount has been reduced from $to $175.00, with the next payment due on April 2015, and the Annual Percentage Rate has been reduced from 16.9% to 6%To further assist our member, the following amounts have been refunded to his checking account: $for returned check fees for Automated Clearing House transactions, $for non-sufficient funds fees and $for Optional Overdraft Protection Service (OOPS) fees In addition, we have waived late fees of $each which were assessed to his credit card account on July, August and December Fees will not be refunded to [redacted] in the future unless they are incurred as a result of our error In order to avoid fees associated with returned items, we request that he ensures that sufficient funds are on deposit and available for use before issuing payments or authorizing transactions Since our member is enrolled in OOPS, each time funds from OOPS are used, a $fee will be assessed [redacted] may opt out of OOPS at any time We have attached a copy of Navy Federal’s “What You Need to Know About Overdrafts and Overdraft Fees,” as well as our Schedule of Fees and Charges for your referenceIf [redacted] has any questions, he may contact MrR [redacted] at ###-###-####, between the hours of 8:a.mand 4:p.m., Central time, Monday through Friday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June 2015, submitted by our member, [redacted] L [redacted] We have researched the concerns presented in our member’s complaintIn accordance with the terms and conditions specified in Navy Federal’s Important Disclosures, to which our members agree at the establishment of their membership accounts, transactions are posted between 12:a.mand 6:a.m., Eastern Time, Monday through FridayOur posting order is as follows: all credits to an account will post first, followed by withdrawals in the following order: ATM, Navy Federal Debit Card Point-of-Sale, Automated Clearing House (ACH) and checksWhen multiple transactions are processed from these groups of transactions, the items will be posted in the order of lowest to highest amount within each group of transactionsA copy of the Important Disclosures is attached for your referenceWhen an ACH debit is authorized through the debiting party, it may take up to two business days for the ACH debit to present for payment from an accountTo avoid similar circumstances in the future, we request that our members ensure that sufficient funds are already on deposit when checks or ACH debits are presented for paymentIn the interest of member service, we have refunded $for Returned Check fees which were assessed to our member’s account on and June Questions regarding this matter may be directed to Vivian Barnett, Savings and Checking Operations Specialist III, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Central time, Monday through Friday

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on May 2014, submitted by our member, [redacted] * [redacted] [redacted] ***, Contact Center Resolution Specialist, spoke with our member on May to discuss the concerns presented in his complaint We apologize to ** [redacted] for the frustration and inconvenience he experienced while attempting to complete his [redacted] transaction on May Navy Federal strives to provide efficient and prompt service to our members at all times, and we regret this is not consistent with ** [redacted] ’s experience Navy Federal considers the safety and security of our members’ information and accounts our priority Additional identification may be required for certain transactions, in order to protect our members’ assets We would like to thank ** [redacted] for bringing this matter to our attention His feedback will help us to identify areas which require additional training and attention If ** [redacted] has any questions, he may call our Contact Center any time toll-free at 1-888-842-NFCU (6328) If he is overseas, he may call collect at ###-###-####

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2015, submitted by our member, [redacted] .We have researched the concerns presented in our member’s complaintJoela A [redacted] , Mortgage Default Specialist III, contacted [redacted] by telephone on JanuaryA periodic statement for [redacted] ’s mortgage account has been mailed to his address of record.If [redacted] has any questions, he may contact MsA [redacted] directly at ###-###-####, between the hours of 8:a.mand 4:p.m., Eastern time, weekdays

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] Navy Federal has reviewed [redacted] ***’ concerns When a member’s loan becomes past due, we may restrict his or her access to our electronic services and direct the member to contact us so that payment arrangements can be made and further consequences to both the member and the credit union resulting from the delinquency can be avoided The member has the option of requesting that the restriction be lifted temporarily to allow a specific transaction to be made However, the restriction will be permanently removed only when the account is brought current Since [redacted] appears to be experiencing financial difficulty, we recommend that he call us toll-free at ###-###-#### to discuss repayment options and other assistance we may be able to provide He may ask for Luticia C***, Supervisor, Mortgage Collections, at extension ***; she is available between 8:a.mand 4:p.m., Eastern time, weekdays