Navy Federal Credit Union

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:NFCU has clearly not done research prior to responding to this messageI never canceled any loan draftsIt would make no sense to me to apply for a loan and then cancel itThe checks were not canceled, they were re-issuedBased 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-issuedOne 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 checkThey ended up cancelling the wrong draftWhen we called NFCU, the individual was very argumentative, and required a "new application" although the loan draft was good for daysI was advised that no waiting should have been requiredI was to pick up the check and leaveI have never required any "counseling" and was never asked to "speak" to anyoneThe manager of the branch came over to speak to me, apologized for the confusion and I left I tried to speak to someone at the branch on several occasions who advised me that all transactions took place through the corporate office (the same one I repeatedly called and filed this complaint against)Essentially, they were unable to assist meI did report this to NFCU when I called them after EACH instance in which it occurredWhen I called the branch (prior to receiving this letter), I was advised that the inquiries were the reasonIn reality, I can provide a copy of my credit report where NFCU has been the only organization that has accessed my creditIt is actually amazing that no communication took place to ask if I wanted 16k since I actually requested 20k and was unable to receive itI check my credit regularly and have no information citing any delinquencies on any accountsI believe that NFCU solely chose to deny the credit without basis Regards, [redacted]

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June 2015, submitted by our member, [redacted] We have researched the concerns presented in our member’s complaintWilliam G [redacted] , Contact Center Resolution Specialist, spoke with *** [redacted] on June and attempted to contact her again on June; a voicemail message was left for her on that dateAccording to our records, our member’s Checking Line of Credit (CLOC) was restricted on April due to the past-due status of the account; statements were issued to [redacted] for April and May which reflected the delinquent statusThe account was subsequently closedIn the interest of member service, the CLOC has been reopened and is available for MsSimmons’ useAny questions regarding this matter may be directed to MrG [redacted] at ###-###-####, between the hours of 5:p.mand 2:a.m., Central time, Sunday through Friday (flex-schedule days)

[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 meI have no additional requests for NFCUI am still dissatisfied with the level of service received throughout the process and find it unfortunate that it took approximately months to get this resolvedI have no plans in the future to continue doing new business with Navy Federal nor will I make any additional referralsI appreciate the actions taken to resolve the portions of my complaint that were resolved Regards, [redacted]

This is in reference to complaint ID number [redacted] , which was received by Navy Federal on April 2015, submitted by our member, [redacted] **We have researched the concerns presented in our member’s complaintAnnmarie W [redacted] , Manager, Mortgage Operations, contacted [redacted] *** by telephone on April to discuss his concerns regarding his recent mortgage loan requestDuring the initial mortgage loan application process, [redacted] ***’s request was denied because his application did not meet the U.SDepartment of Veterans Affairs (VA) and our criteria for creditworthinessHe was advised that his debt-to-income ratio exceeded VA and Navy Federal lending guidelines for the loan amount soughtSubsequently, [redacted] applied for a car loan refinance with the goal of lowering his monthly debt paymentsIn January 2015, [redacted] submitted another mortgage loan applicationNavy Federal issued a counteroffer for a lesser loan amountLetters advising [redacted] of our credit decisions for his mortgage loan requests were sent to his address of recordIt is our understanding that during their conversation, MsW [redacted] advised [redacted] that he is welcome to reapply or seek financing of any kind with us at any timeIf [redacted] has any questions regarding this matter, he may contact MsW [redacted] at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, weekdays

The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. When she
initially requested a mortgage rate match, we requested that *** *** provide copy of a Good Faith Estimate (GFE) and a Truth-in-Lending (TIL) form from the other lender in question. Since she provided a Fees Worksheet rather than the requested documents, we again requested a dated GFE and TIL. Once we received the correct forms, we were able to issue an offer with more favorable pricing terms than the one our member received from the other lender. Celia S***, Manager, Mortgage Operations, spoke with *** *** on May and was able to clear up the apparent misunderstanding Should M*** *** have any additional concerns, she may call MsS*** at ###-###-####, extension ***, between 8:a.mand 5:p.m., Pacific time, weekdays

This is in reference to complaint ID number ***, which was received by Navy Federal on June 2014, submitted by our member, *** ** ***Navy Federal strives to provide courteous, prompt and accurate service at all timesWe regret that *** *** was not afforded this type
of service in this instance.Our records indicate that *** *** requested two automobile loans in her name on May Both were approved and then canceled by our memberOn 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 rateThese requests were also approved and later canceled because our member found that she required loans in different amountsOnce again, *** *** asked for two automobile loans and was approvedIn each instance, she was issued Pre-Approved Loan checksWhen she visited our *** Branch on June to request the cancellation of one of the Pre- Approved Loan checks, *** *** was unable to wait to speak with a Member Service Representative (MSR) and passed on a loan package to the branch GreeterThe 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 situationOnce 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,*** *** has since used that Pre-Approved Loan check to purchase a vehicle; the loan was opened on JuneWe 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 occurringNavy Federal has also researched *** ***’ file regarding her comments as to the application she submitted for a credit limit increase on her $14,*** Signature cashRewards account on May On May, the application was declined for the requested $20,credit limit; however, a credit limit of $16,was approvedOur member claims that we denied her credit limit request based on excessive credit bureau inquiriesThe review of our records revealed that other factors were also considered in the decision to disapprove her applicationA copy of the letter we forwarded to *** *** concerning the disapproval is attachedShould *** *** have any questions, she may contact Robin L**, Assistant Manager, Consumer Lending Portfolio, at ###-###-####She is available between 7:a.mand 4:p.m., weekdays

The following references the complaint we received on April from the Revdex.com on behalf of *** ***.
size="3">The complaint was assigned an ID number of ***
Navy Federal has thoroughly reviewed our member’s concerns. We denied Mr***’s claim of fraudulent activity in 2014. However, upon further investigation and after receiving new information, on April 2016, Jimmy R***, Assistant Vice President, Financial Crimes and Risk, spoke with Mr*** and determined that his claim would be honored. We have now annotated our records regarding the *** account issued in Mr***’s name to reflect the account as invalid. In addition, we have contacted the four consumer reporting agencies and requested that the trade line for the account be deleted from Mr***’s credit report
Should he have any questions, Mr*** may contact MrR*** at ###-###-#### between 7:a.mand 3:p.m., Central 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
You have yet to adress my concerns in an acceptable mannar. I have not seen any kind of resolution, but rather a bribe. I assure you, I require no gift cards. I would rather have viewership access to my checking and savings account online at all times. Navy Federal has no right to hold my account information hostage. If Navy Federal would like to suspend future services until a debt is resolved, sobeit. However, you have no right to deny me access to historical data that took place while the account was in good standing.Regards,*** ***

The following references the complaint we received on September from the Revdex.com on behalf of Navy Federal member *** *** also known as
yes">*** *** ***. The complaint was assigned an ID number of ***
Navy Federal has researched our member’s concerns and has determined that adjustments should be made to the data sent to *** LLC regarding *** ***’s consumer loan account number xxxxxxxxxx*** and her credit card numbers xxxx xxxx xxxx *** and xxxx xxxx xxxx ***. Therefore, we have submitted corrective information to *** on our member’s behalf to ensure that the accounts are no longer reported as part of her bankruptcy filing. We regret the error and the inconvenience it has caused. It is our experience that a consumer reporting agency can take up to days to make changes to reports.
Our investigation also revealed that the information we have reported to *** Information Services, LLC and *** has been correct; neither agency is reporting the accounts in question as covered by our member’s bankruptcy. Therefore, no changes will be sent to those agencies.
Should *** *** have any questions, she may call Kathryn B***, Supervisor, Consumer Loan Services, between 8:a.mand 4:p.m., Eastern time, weekdays, at ###-###-####

The following references the complaint we received on September from the Revdex.com on behalf of Navy Federal member *** ** ***
"> The complaint was assigned an ID number of ***
Navy Federal reviewed the concerns presented by our member. She was subsequently allowed to remove $1,on September from her checking account; however, her accounts remain restricted due to questions regarding her membership eligibility. In addition, Navy Federal will not accept checks from her since we have verified that she deposited worthless checks to a different Navy Federal account
Should *** *** have any questions, she may call Ed G***, Assistant Vice President, Financial Crimes and Risk, at *** between 8:a.mand 4:p.m., Eastern time, weekdays

The following references the complaint we received on 5 August from the Revdex.com on behalf of Navy Federal member *** ***. Thecomplaint was assigned an ID number of ***. A Mortgage Payment/Payoff Specialist spoke with
Mr. *** on August. During that conversation, our member asked for a copy of his repayment history for the lastmonths; it is attached. Payments on Navy Federal Home Equity Lines of Credit (HELOC) are due each month. When funds are received between the fifth day of one month and the sixth day of the following month, the amount is credited toward the next payment which is due; any excess is credited to principal but does not advance the payment due date. The balance owed on a HELOC is determined by various factors: payments received, accrued interest and funds used from the account; therefore, the monthly payment amount can vary from month to month. Although our member had voluntarily enrolled in our automatic loan payment drafting program, on June 2015, Mr*** made a manual paymentof $230.00. Because he had already satisfied the June payment on May 22, the entire amount was applied to the principal balance for the June bill. The bill due on July was calculated on June and was available to be paid on 8 June, the first business day after the statement calculation. Because the $payment of June wasreceived early, our automated system drafted a payment on July. On July, our member paid an additional $215.00; the entire payment of the additional payment was applied to the loan principal as an extra payment. The August payment was available to be paid on July, the first business day after the statement calculation. The August payment was drafted on August because the first fell on a weekend; also on August,the member made a manual payment of $which was applied to the principal. A payment of $is scheduled to be drafted on September unless Mr*** requests otherwise. We can stop the transfers permanently; however, if the transfers are discontinued, our member will lose a .25% payment discount that he realizes each monthIf he prefers, we can convert Mr***’s HELOC to a Fixed Equity Loan (FEL) to allow payments in excess of the monthly payment to advance the payment due date; however, since the FEL would be opened with the prevailinginterest rate, it is possible that the rate would increase if this action is taken. We would reapply the payment received on August as of August to satisfy the September payment. Should he want to request thechange, our member may call Ali S***, Supervisor, Mortgage and Equity Quality Services and Payment Services, at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays

This is in reference to complaint ID number ***, which was received by Navy Federal on December 2015, submitted by *** ** ***
We have thoroughly researched our member’s concernsAccording to our records, *** *** filed for Chapter Bankruptcy protection on October
2010; the bankruptcy was discharged on February At the time our member filed for bankruptcy protection, the balances of the following loans were charged to our reserves: consumer loan ending in account number with a due date of April 2010; consumer loan ending in account number *** with a due date of May 2010; credit card account number xxxx-xxxx-xxxx-*** with a due date of February Consumer loan ending in account number was currentThese accounts are being reported correctly by Navy Federal to the nationwide credit bureaus; therefore, no adjustment is necessary
Questions regarding this matter may be directed to Kathryn B***, Supervisor, Consumer Loan 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 December from the Revdex.com on behalf of Navy Federal
member *** ** ***The complaint was assigned an ID number of ***.
We have reviewed the circumstances of *** ***’s complaintAs he stated, he contacted us on December to request that a credit card transaction authorization be releasedAccording to our record of the call, our representative attempted to initiate a conference call with the merchant that issued the charge to obtain information necessary to process *** ***’s requestThe merchant
was closed, however*** *** insisted that a credit be applied to his account to offset the merchant’s authorization hold, although our representative advised him that she could not proceed with his request without the merchant’s confirmation*** *** remained firmly insistent that a credit be applied to his accountAfter determining that she could assist *** *** no further with his original request, and confirming that *** *** had no additional requests, our representative advised him that she would disconnect the callThe call was then disconnected
We have found that our representative acted appropriately and in line with our procedures

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The agreement made when I expressed permission to run my credit was not honoredThey ran my credit but did not do their part to verify my incomeThis is not a fair outcome and not a fair way to treat customers
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Due to the negligence on part or whole of NFCU and the investigation team, my account as well as my wifes left me and my family financially up side downWe have provided all documentation and fully cooperated with NFCUI have been a loyal NFCU customer since and have honestly have never had any issue until this pointMy wifes personal information was stolen and as well as video proof shows that the actions were not connected to us in any manner We have provided sworn statements that we do not know who any of these people wereI am the sole provider, and my wife would never take money from our account to intentionally leave us in financial disarrayOver $was taken from my account and left my account and the people who I have to pay money to a month behind in billsI am holding NFCU personally liable as well as negligent for not contacting me or my wife when any of the suspicious actions were going onAny other business would be personally taken to courtI am expecting NFCU to to restore and remove the restriction that was put on my wifes account and the full amount of money returned
Also the investigator treated me and my wife as if we were criminals, and as such insinuated we wereI want a full investigation placed on him concerning his ethics and profrssionalism which there is a lack of, and a formal review from NCUA concerning the policy that protects my accountI am sorry but I am not made of money and loosing $plus dollors is very hard on me and my familyI hope they understand that
Regards,
*** ***

This is in reference to complaint ID number ***, which was received by Navy Federal on November 2014, submitted by our member, *** ** ***
We have researched the concerns presented in *** ***’s complaint regarding a recent credit report inquiry. Our records indicate that a mortgage loan process was initiated online by our member on November 2014, with authorization to request a credit report confirmed at that time. This process was not completed, however, and no credit report fee was collected by Navy Federal. We have attached an Inquiry Removal Letter; if *** *** will complete and return the letter, we will work with the credit reporting agency to remove any record of the inquiry from her credit report
If our member has any questions, she may contact Ann C***, Regional Manager, Mortgage Operations, at ###-###-####, between the hours of 8:a.mand 5:p.m., Eastern time, Monday through Friday

The following references the complaint we received on
November from the Revdex.com on behalf of Navy Federal member *** ***. The complaint was assigned an ID number of
***.Navy Federal has thoroughly reviewed our member’s
concerns. On
November, Renee G***,
Assistant Supervisor, Collections, attempted to contact *** *** to advise
him that we will be glad to credit an outside account in his name with the
overpayment of $he made at Navy Federal Online Account Access. However, she was unsuccessful in reaching
him. We therefore ask that *** ***
call Tarsha T***, Assistant Manager, Mid Stage Collections, to make
arrangements for the funds transfer. Ms
T*** can be reached at ###-###-####, extension ***, between 8:a.mand
4:p.m., Eastern time, weekdays

The following references the complaint we received on May from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. We have confirmed
that *** *** has consistently made payments of $to his Navy Federal Visa account in accordance with an agreement which he arranged with Attorney John S***. However, when the payment plan began, the account was days past due and the balance in question was approximately $24,069.22. In November 2013, *** *** made two payments of $each; however, at the end of that month the Visa account was to days past due and we reported that data to the four nationwide consumer reporting agencies, Equifax, TransUnion, Experian and Innovis. Our research confirmed that the data we have reported in our member’s name has been accurate and, therefore, cannot be removed. The monthly payments keep the account from becoming more delinquent. His payments have reduced the balance to $15,397.00; the account is now in a current status. Should *** *** have any questions, he may call Kathryn B***, Supervisor, Consumer Loan Services, at ###-###-#### between 8:a.mand 4:p.m., Eastern time, weekdays

This is in reference to complaint ID number ***, which was received by Navy Federal on February 2016, submitted by our member, *** ** ***
We have researched our member’s concernsMatthew K***, Contact Center Resolution Specialist, attempted to contact *** *** on
and February; however, he was only able to leave a voicemail message*** *** contacted Navy Federal on November to refinance her vehicle in her husband’s nameShe was advised that a Power of Attorney would need to be submitted to complete the request on another member’s account
We note that Automated Clearing House transactions from *** Bank are debited from *** ***’s individual checking accountOnline access to her account was not restricted, and no non-sufficient funds fees were assessed to the account as a result of this matter
Due to the limited information provided in *** ***’s complaint, we are unable to identify the transaction to which she referred as unauthorizedWe request that she contact us with additional information so that we may research this matter further
We have attached Navy Federal’s Online Account Access, Bill Pay, Popmoney, and Mobile Banking Disclosure, which may be used to add an authorized user to online account access if desiredIf *** *** has any additional questions regarding this matter, she may contact MrK*** at ###-###-####, extension ***, between the hours of 9:a.mand 5:p.m., Eastern time, Monday through Saturday (Flex-time)