Navy Federal Credit Union

This is in reference to follcomplaint ID number ***, which was submitted by Navy Federal member, *** ***
As indicated in our previous response, Navy Federal has addressed the concerns presented in our member’s complaint. We consider this matter closed

This is in reference to complaint ID number ***, which was received by Navy Federal on January 2016, submitted by *** ***
We have researched *** ***’s concernsDue to the limited information provided in the complaint, we were unable to identify the
cards referencedHowever, from information provided to Navy Federal in a previous telephone conversation, we were able to identify a $Gift Card ending in account number ***, purchased on September The terms and conditions provided with the card at the time of purchase detail the activity requirements and fees associated with the cardThe back of the card also states “after consecutive months of no activity, the card will be charged $per month until the balance is depleted or the cardholder makes a purchase.” We have included a copy of the back of the card for reference
As a courtesy, we have refunded $to the Gift Card ending in account number We welcome the opportunity to issue a credit for the additional card which we have been unable to identifyWe request that *** *** contact Stacy S***, Senior Debit Card Services Specialist, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It is ridiculous The response is simply a refusal to take responsibility by an ethically challenged organization The payment arrangements of $per month override and supplant the payment terms of the original closed account Furthermore, I have made numerous inquiries and was told I had to talk to John S*** to get the situation resolved I wrote NCFU and John S*** and received zero response Now that I have the account current, NFCU does not even report on the account So they report only negative info and not positive I called NFCU and rec orded the call telling me they could give me no information, and that the only person who could help was the ever silent John S*They report me late for two years when I made the payments arranged on schedule, refused to answer question about how to correct the overdue reporting, and now that it is current by the original payment standard, I finally get told all I had to do was make a one time additional payment to get it fixed TWO YEARS AGO!
Almost every item reported to the credit reporting agencies is incorrect, the payment amount required, the balance, the account closed date, are all wrong I have done research and found the reason the reporting is done like this is because their payment and credit reporting Software does not have the ability to be adjuted for payment arrangement overrides like the one I arranged NFCU ineffective software, combined with an ineffectual management of credit reporting has defamed my credit I have no choice but to take this to court It's an easy win, and I am more than glad to do it
Finally, my rank is CAPTAIN, and I have told you this before if you check your messages on my account
Regards,
*** *** * *** *** ***

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 investigated our member’s
claim.
We have determined that there was
no Navy Federal error concerning the return of the check for $1,500.00. Our member remains responsible for the
overdraft which resulted from the return of the item. We suggest that he pursue legal action
against the drawer of the check.We have reimbursed the funds
deducted from the minor children’s accounts, on which *** *** is a joint
owner, that were removed to help defray a portion of the overdraft.Should he have any questions, *** *** may contact
Charles G***, Supervisor, Financial Crimes and Risk, at ###-###-####
between 7:a.mand 3:p.m., Central time, weekdays

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member *** ** ***
size="3">. The complaint was assigned an ID number of
Navy Federal has reviewed our member’s concerns. On March, Jeffrey G***, Supervisor, Consumer Portfolio, contacted *** *** to discuss her loan account. We worked with our member to resolve her concern, and we confirmed that the interest rate on her loan is 3.59% per annum

This is in reference to complaint ID number 11630378, which was received by Navy Federal on August 2016, submitted by our member, *** ***
We have thoroughly researched the concerns presented in our member’s complaint regarding her Guaranteed Asset Protection (GAP) claim
Through our review of this matter, we concluded that no Navy Federal error occurredOn July 2016, Mrs*** submitted a GAP claim on her vehicle loan account number ending in On July 2016, a claim letter was mailed to Mrs*** stating the documents needed to process the claim; the settlement check and the settlement breakdown worksheetA claims processor contacted Mrs*** on July and informed her that we received her claim, and that she will be receiving a detailed claim letter in the mailShe was also advised of her responsibility to continue payments on her loan during the GAP claims process in accordance with the terms of the GAP agreement
On July 2016, Navy Federal received an insurance settlement check from *** *** Insurance in the amount of $17,090.23; this amount was incorrect according to the settlement breakdownDue to *** ***’s error, on August 2016, we informed Mrs*** that Navy Federal needed to return the settlement check to the insurance company in order to process the claimOn August 2016, Mrs***’s payment in the amount of $posted to the loanOnce the settlement check is received to the loan, any reimbursement owed to Mrs*** will be calculated and credited to her Navy Federal savings account
We regret any frustration and inconvenience our member may have experienced in this matterIf Mrs*** has any questions, she may contact Gina B***, Supervisor, Loan Protection Programs, at ###-###-####, extension ***, between the hours of 8:a.mto 4:p.m., Eastern time, Monday through Friday

The following
size="3">references the complaint we received on January 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 concernsWe investigated the member’s claim regarding the $debit. A provisional credit of $was credited to her checking account and fees related to the transaction were waived. Our investigation of this matter has now been completed and the provisional credit was made permanent

During Navy Federal's process to complete a Deed-in-lieu-of-Foreclosure on my property, Navy Federal did not honor its commitment to accept all correspondence postmarked by their own required postmarked date This caused the property to go to foreclosure, despite its knowledge and understanding of breaking its commitment, and resulted in significant long-term personal credits impacts Though I have been a patron of NFCU for nearly years, I am closing all five accounts I have with them and will neither seek nor desire their business in the future due to the longlasting effects of this inexcusable action taken by this credit unionDuring theprocess to complete a Deed-in-lieu-of-Foreclosure (DIL), I received an offer letter from NFCU to accept the DIL The letter explicitly stated a no-later-than postmarked date of November 23, I signed the letter on November 22, 2015, accepting the offer and mailed it Due to the Thanksgiving Holiday, the letter was not received by NFCU until December 1, My DIL package at the bank was prematurely closed the day before on November 30, Upon receiving the letter and being notified that the DIL was accepted within the timeframe of NFCU's policy, NFCU refused to honor the letter and scheduled a foreclosure on the property I even reached out to the law firm executing the foreclosure to have it postponed They were willing to (and had in the past) moved the foreclosure up to hours prior The law firm passed along to me that NFCU denied postponing the foreclosure despite receipt of my DIL acceptance letter

The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member ** ***.
size="3">The complaint was assigned an ID number of ***
Navy Federal has thoroughly reviewed our member’s concerns. We have found that Mr*** has accounts under two different access numbers and Social Security numbers at Navy Federal. On the account which was opened on July 2016, there is a history of returned checks. As a result of this discrepancy, and due to repeated returned items on our member’s account, we have placed security restrictions on his accounts. Our member can still access his funds at a Navy Federal branch or, if he prefers, we can send a check for any available funds to his address of record
Should Mr*** have any questions, he may call Lana N***, Supervisor, Security Operations Center, at ###-###-####, extension 47545, between 8:a.mand 4:p.m., Eastern time, weekdays

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.Navy Federal investigated our member’s concerns and Janice D***, Fraud Investigation
Specialist, contacted her on AprilDuring the telephone conversation, *** *** admitted that she had made a claim of fraud and that she was involved in an attempt to defraud Navy FederalDue to her admission, no funds will be credited to her accountIn addition, the restrictions placed on her account will remain in effect

This is in reference to complaint ID number ***, which was received by Navy Federal on February 2016, submitted by *** ** ***
We have thoroughly reviewed *** ***’s concernAccording to our records, *** *** was added as authorized user to credit card xxxx-xxxx-xxxx-***
when the account was establishedHis name was removed from the account at the request of the primary account holder on October At that time, Navy Federal sent a request to the credit reporting agencies to update *** ***’s credit report to show his relationship terminated from the accountWe report accurate and complete information for authorized users, and we have verified that the information is accurately reflected on the report
Questions regarding this matter may be directed to Carrie M***, Legal Liaison, Consumer Servicing, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

This is in reference to complaint ID number ***, which was received by Navy Federal on July 2015, submitted by *** ***
We have researched the concerns presented in Ms***’ complaintMichael J***, Business Development Specialist III, contacted Ms*** by telephone on
July, and confirmed that her address has been removed from our recordsWe apologize for any frustration Ms*** experienced during her attempt to resolve this matter

I recently took out a personal loan from NFCUI received a letter from them with my credit score that my loan interest was based off of I sent a message complaining that the score was not mine, I even sent a snap shot of my credit scoreTheir answer to me was to contact Equifax for reports and scores So I paid for a one time report from Equifax, my score was points higher than what NFCU provided I believe they are gauging credit scores in order to receive more money off of interest rates

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 thoroughly reviewed our member’s concerns. Our
investigation was completed on June and a written explanation was sent to *** ** *** concerning our decision Based on our analysis of her account activity, we concluded that no Navy Federal error occurred; therefore, the claim was denied The restriction placed on *** *** ***’s account has been removed; however, *** ***’s account remains restricted Should *** *** *** have any questions related to this claim, he may call Nathan M***, Fraud Investigation Specialist, at ###-###-####, extension ***, 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 February 2016, submitted by our member, *** ** ***
As indicated in our response to Revdex.com complaint ID number ***, we reached out to *** *** *** and have agreed upon a plan
to resolve this matter
Questions regarding this matter may be addressed to Carrie M***, Legal Liaison, Consumer Servicing, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday

[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,
*** ***

This is in reference to complaint ID number ***, which was received by Navy Federal on February 2016, submitted by our member, *** ** ***
We have thoroughly researched the concerns presented in our member’s complaint regarding the processing of his U.SDepartment of Veterans Affairs (VA) mortgage loan. As advised in our previous response to the Revdex.com on February 2016, during the loan verification process we found that *** ** ***’s original employment information which was provided to us by *** no longer applied. This caused timely delays to the application process as *** no longer qualified for a year VA loan. When *** agreed to change to a year loan term he also agreed to the market rate of 3.625%. Navy Federal worked with *** to find a viable solution that he accepted by executing the closing documents.
Navy Federal does not discriminate in any manner, and did not discriminate against **and *** *** on any occasion. Additionally, we regret our misunderstanding regarding ***’s request for no further contact and we will follow procedures when contacting him going forward. If *** has any questions, he may contact us at 1-888-842-NFCU (6328), hours a day, days a week

The following references the complaint we received on August from the Revdex.com on behalf of Navy Federal member *** ** ***
"> The complaint was assigned an ID number of ***
We have researched our records on behalf of our member. It is not procedure to refund returned item fees unless a Navy Federal error has occurred; however, in this case, we have made an exception and have refunded $to *** ***’s checking account. In the future, she should ensure that she has sufficient funds in her account before issuing checks or authorizing electronic debits
Should she have any questions, *** *** may call Vivian B***, Savings and Checking Operations Specialist, III, at ###-###-####, extension ***. She is available between 7:a.mand 4:p.m., Eastern time, weekdays

[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 representative that responded to this matter replied with a disconnect phone numberSecond Tony did not address my concerns at all regarding the practices of Navy FederalHe did not address any of my concerns at allSeveral of my collegues to include my neighbors have had the same issues with this company over the last monthsThe staff does not communicate well and they have poor customer service and I would like a representative to discuss these concerns with meThe only issue that Tony addressed was the closing date and this matter goes far beyond that
Regards,
*** ***

I have been trying to wire money out of my navy federal account to pay for a vehicleNavy Federal keeps giving me the "run around" and half explanations to how I can get my own money from my accountThe only reason there is an issue is because I do not have a bank in my locationI've been on hold for three hours in the past two days just trying to get my money sent where I want itI have continued to provide information they needed, to continue l, but when I give them that information they tell me a new story to why I can't get my moneyNavy federal is a horrid financial institutionI would never recommend this organization to my worst enemyProtect your money and bank elsewhere