Navy Federal Credit Union

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member Botnia A***
"> The complaint was assigned an ID number of ***
Navy Federal has thoroughly reviewed our member’s concerns. During our review, we found that Senior Master Sergeant ***’ escrow account had not been adjusted as he requested in July 2014. In an attempt to contact him, we sent an E-mail on October. In that communication, we apologized for the delay in processing his request as well as for the inconvenience and concern our lapse had caused him.
We have now adjusted our records of his escrow account to reflect that his property is in a tax exempt status. In addition, the next Escrow Account Disclosure Statement will not project any future tax payment activities; the projections will only consist of those activities in conjunction with hazard and flood insurance. Should there be any future issues with his escrow account activity, we will contact Senior Master Sergeant ***
Effective November 2014, the new monthly payment for our member’s mortgage will be $2,348.06. An escrow surplus check for $2,and a copy of the escrow analysis have been mailed to Senior Master Sergeant ***. We have also sent him a *** Gift Card to alleviate a portion of the concern he was caused
Should our member have any questions, he may call Daniel T***, Escrow Analysis Specialist, III, at ###-###-#### 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 ***
size="3">Navy Federal has thoroughly reviewed our member’s concernsWe strive to provide courteous service at all times and we regret any frustrations Staff Sergeant *** experienced when he called on MarchOur investigation revealed that Staff Sergeant *** was in possession of his *** Check card throughout the time frame in question, and that the disputed transactions were card present transactionsWe have also reviewed Staff Sergeant ***’s transaction history and, based on the facts surrounding the use of our members *** Check card, we found that our member benefited from the transactionsUnder the circumstances, we found that no error had occurred and we have denied our member’s claimShould Staff Sergeant *** have any additional questions, he may call Amanda D***, Supervisor, Card Fraud Prevention and Recovery, at ###-###-#### between 7:a.mand 4:p.m., Eastern time, weekdays

This is in reference to the follcomplaint we received on August from the Revdex.com on behalf of Navy Federal member *** ***. The complaint was originally assigned an ID number of ***
Navy Federal has again reviewed our member’s concernsOn September 2016, based on our additional investigation, we reversed the transaction in question and Ms*** now has access to the funds
At Navy Federal, we strive to provide the best member service possible; we regret if this is not consistent with our member’s experience
Should she have any questions, Ms*** may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between 8:a.mand 4:p.m., Central time, weekdays

The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***Navy Federal is committed to assisting our member*** *** can contact MrsG*** at
###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays, to provide the necessary information for further processing of his claim.Regarding *** ***’s credit report, we have confirmed that we reported the accounts correctlyFinally, we can also confirm that the duplicate trade lines for the three consumer loan accounts have been removed from his credit report

The following references the complaint we received on December 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 are committed to assisting our memberWe have discussed the issues presented in her complaint directly with *** ***.
Should she have any questions, our member may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays

Please avoid this credit union for mortgages at all costs! They are disorganized, overburdened incompetent on top of being unethical and borderline non compliant with federal lawsWe have bought four houses in our lives with different mortgage companies from Wells Fargo to Prosperity mortgageNavy Federal has been a disaster and we are now on the verge of losing our contracted home because of their incompetenceThey did a bait and switch on rates and "program fees" by offering one verbally with a verbal agreement from us, only to call at 4:45pm on the Friday before our settlement demanding a verbal consent to a rate 2% higher or an extra 10k in a "program fee" if we didn't agreeWe had to push back our settlement date and may lose our home because we wouldn't agree to their extortionOur loan officer was overburdened and couldn't keep track of our documents or our loanShe called us at 10pm on a Wednesday to cry and let us know she was in charge of loans on her this month including six families with our last name and she couldn't meet our settlement date or keep up with her workShe was replaced, but the promises she made verbally regarding our mortgage were not passed to the new loan officerThe legal documents which needed to be signed at each stage of the process were uploaded to a third party site which once the password was locked, I was unable to get a competent sys admin to reset the password for me - over two weeks of askingI have yet to view or sign documents which were legally required at each stage of the loan and our settlement was supposed to be in hoursI have called the supervisor of my loan officer twice and have yet to receive a call backI can honestly say, this has been the most horrendous transaction everAvoid their "deals" on mortgages at all costsThey aren't deals unless they can close the loan at the rate they offerWe gave them days to close our loan but were continuously threatened with our date slipping regardless of how responsive we were as customersBuying a house is stressful enoughGetting a mortgage company that can be responsive, ethical, transparent and truthful is mandatory --- this was NOT our experience with Navy FederalWe now wait to see if this transaction can be savedOf course, they never answer the phone and are closed on weekendsThe loan officers have yet to pick up the phone on my first tryTo sum up - save yourselfFind another lender

[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,
*** ***

The following references the complaint we received on June from the Better BusinessBureau on behalf of Navy Federal member *** ***The complaint was assigned an IDnumber of ***.Navy Federal has researched our member’s concernOur records have confirmed that
hismotorcycle loan was paid off on January We had an electronic Certificate of Title onfile for the *** motorcycle which had secured the loanOn January, our lien wasreleased and we contacted the California Department of Motor Vehicles (DMV) and advised thatagency to forward the title to Mr*** at his Williamston, Michigan address at his request.Although we correctly provided the DMV with the Williamston, Michigan address, personnel atthe DMV forwarded the document to the address in the agency’s files, a Camp Pendleton,California addressWe are now working with Mr*** to assist him in obtaining a new title

[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 response is simply a lie
It is to say the data reported to the credit reporting agencies is true.
Navy Federal rejected my attempt to pay all past due amounts, and counter-offered a payment schedule that I have adhered to 100%Navy Federal is plainly misleading the Revdex.com and the public Navy Federal has literally done the least amount of effort possible, which is to address zero claims and points of fact in my complaint and simply say "we are right."
Also, the person they give me for a contact does not answer the phone, nor does Ryan G*** call me back So that is also a smokescreenNavy Federal is a horrible group of people One person lies and they all work together to cover it up Amazing The arrogance is beyond explanation
Regards,
*** ***

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 concernsThomas H***, Manager, Mortgage
Default Management, attempted to speak with *** *** on June; however, he was unsuccessfulAny restrictions on the account have been removed; as requested by our member, we have attached a copy of our Membership/Savings/Checking Disclosure Statement.*** ***’s mortgage number *** became past due for May On May, sufficient funds were credited to her checking account to complete the May mortgage payment and a transfer was madeWhen *** *** subsequently spoke with one of our representatives concerning her account, she was advised that if she could provide an alternative method of payment, the May payment would be returned to her checking account; however, no alternative was suggested by our member.On May, *** *** visited our Manassas Parkridge Branch and requested to close her checking accountWe complied with her request and issued her a check for the balanceBoth of *** ***’s mortgages are presently currentShould she become aware that there may be a delay in making any mortgage payments in the future, we ask that she contact usIf she has any questions at this time, she may call MrH*** at ###-###-#### between 8:a.mand 4:p.mweekdays

[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: NFCU admitted that the credit line increase should not have been processed without a signed promissory note NFCU has stated
that they have no record of a Promissory Note or any other document with my
Signature that states that I continued with the loan process, acknowledged the
loan and/or agreed to repay the debt. Without a signed promissory note or any documentation with my signature, I will not be held liable for the debt of another member.
Regards,
*** ***

The following is in reference to the complaint we received on July from the Revdex.com (Revdex.com) on behalf of ***
** ***. The complaint was assigned an ID number of ***.We have previously addressed *** ***’s concerns on
several occasions in through the Revdex.com. On April 2014, the Revdex.com indicated that *** ***’s complaint had been closed as resolved. Since *** *** has not provided any additional information that would change our original disposition, we will not reopen the case as she requests

This is in reference to complaint ID number ***, which was received by Navy Federal on February 2016, submitted by our member, *** ** ***
We have researched *** ***’s concernsOn February 2016, a debit card fraud claim was filed by our member via Navy
Federal’s Online Account Access in the amount of $1,After a thorough investigation we determined that no error had occurred, and the fraud claim was deniedOur letter dated February was mailed to *** ***’s address of record to advise him of the status of his claim
Questions regarding this matter may be directed to Amanda D***, Supervisor, Card Fraud Prevention Recovery, at ***, extension ***, between the hours of 7: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,
*** ***

The following references the complaint we received on 20 July 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. Based upon the copies of the sale receipts and his transaction history with the merchant in question, we are unable to assist *** *** with his claim. On March 2015, we sent him a letter advising that we were unable to pursue his dispute claim. In addition, on April, a representative advised our member that we were unable to assist him Our position remains the same.Should *** *** have additional questions, he may call Monique D***, Supervisor, Credit Card Servicing, 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 January 2016, submitted by our member, *** ** ***
We have reviewed our member’s concerns regarding fees which have been assessed to his business checking accountNavy Federal has
waived a total of $for overdrawn and non-sufficient funds fees on the account since June During several conversations with our Member Service Representatives, *** *** was advised that no additional fees will be waived unless they were assessed as a result of a Navy Federal errorOur research has confirmed that no fees have been assessed to the account as a result of Navy Federal error*** *** may wish to contact the companies referenced in his complaint to request reimbursement

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 ***
***’s claim of fraudulent activity was received, we advised her that we had received her communication and would contact her within ten days. We regret that this time frame was allowed to lapse without contacting *** ***. We strive to provide efficient service at all times; however, due to the complex nature of *** ***’s claim, more time was necessary to perform the required research. *** *** visited a Navy Federal branch office on January and filed a claim for fraudulent activity on her savings and checking accounts. Although she reported that her *** Check card had been lost, she made transactions using the card after the date of the alleged loss. We have determined that *** ***’s savings and checking accounts were involved in a fraudulent scheme whereby an individual’s check card is purchased, invalid deposits are made to that person’s account(s), transactions are then made against the account(s) and the account holder claims fraud. The circumstances surrounding *** ***’s claim fall within the pattern of this scheme. In this instance, deposits of $1,and $1,were made to *** ***’s Navy Federal savings and checking accounts, respectively, on January 2015; both checks were counterfeit and each check was drawn on an invalid firm named ***, Incand Affiliated Companies. In addition, a counterfeit check drawn against an invalid account in the name of *** *** Investments for $1,was credited to our member’s savings account on January. Additional counterfeit checks have been deposited to other Navy Federal members’ accounts bearing the same companies’ names. Due to the information revealed during our research, we have denied *** ***’s claim. On February, we forwarded a letter to her address of record advising that her checking account had been closed due to unsatisfactory maintenance; a copy is attached. Should she have any questions, she may contact Charles G***, Supervisor, Financial Crimes and Risk, at ***between 8:a.mand 4:p.m., Central time, weekdays

The following is in response to the complaint we received on August from the RevDex.com on behalf of *** ***The complaint was assigned an ID number of ***When applying for a Navy Federal mortgage loan account through a counselor or
online, permission must be received from the applicant before a credit bureau report is orderedAn online mortgage application will alert the member when he or she is at a point that a credit bureau report will be pulledThe process will not move forward unless the "ok" button is selectedOur counselors obtain verbal permission from our members and note the member’s account as such when taking a mortgage application. Follquestions should be directed to Kevin D***, Assistant Manager, Real Estate Lending, by calling ###-###-#### between the hours of 8:a.mand 4: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 *** ***
size="3">. The complaint was assigned an ID number of
We have thoroughly researched Mrs***’ concern regarding her accounts at Navy Federal. Our records indicate that our member was contacted by Terrence J***, Assistant Manager, Manassas Parkridge Branch, and our member’s children’s accounts were each credited with interest in the amount of $22.53. Our member was also contacted by John C***, Supervisor, Certificates, IRA and Trust Accounts, on November, and confirmed that Navy Federal would honor the rates on her children’s certificates, which were reverted that day to the 2.96% Annual Percentage Rate (Annual Percentage Yield of 3%).
Navy Federal strives to provide all our members with exceptional member service. We apologize for the miscommunication and have shared this matter with the Manassas Parkridge team in a concerted effort to enhance the level of member service we provide
Should Mrs*** have any questions, she should contact MrJ*** at
1-***-***) and ask to be transferred to the Manassas Parkridge Branch
Tell us why here

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 ***
We have attempted to
contact Petty Officer *** to discuss his concerns, but have only been successful in leaving a messageAccording to our records, in October 2012, our member’s credit card account was past dueAfter Petty Officer *** advised our representative that he had established a monthly direct deposit to his Navy Federal savings account, we advanced the due date of his credit card to place the account in a current statusBetween January and July 2015, the account was intermittently in a past due status, because the recurring deposit was not sufficient to keep his account current on a regular basis.In July we were able to provide assistance to our member by establishing a recurring payment from his savings account to his credit card, and placing his credit card account into a current status by advancing the payment due date once againUnfortunately, the funds deposited into the account on a monthly basis were not sufficient to satisfy his minimum payment, and his account returned to a past due statusWe attempted to contact our member by phone on multiple occasions to resolve this situation, but we were unable to reach himAdditionally, the status of his account was provided in the account statements that have been mailed to himThese statements also contain information regarding late fees assessed on the accountIn January 2016, Petty Officer ***’s direct deposit to his savings account ended altogetherPetty Officer ***’s account continues to be past dueWe would like to speak with him to explore available assistance optionsTo discuss this matter, he may call ###-###-####, extension 70811, to speak with MrGribschawWe look forward to speaking with Petty Officer ***