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: ***
I am rejecting this response because:Navy Federal forgets to mention how much time was wasted and how much of a hard time your associate are giving me when I callI absolutely hate calling Navy FederalI would prefer to call India and talk to the representatives versus your entitled associates with no customer service skills or empathy.
Regards,
*** ***

The following references the complaint we received on April 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. On April, Joel C***, Assistant Manager, Early Stage Collections, spoke with Mr***. As discussed in that telephone conversation, Mr***’s credit card account had fallen past due because the automatic transfer was no longer set on our member’s account, and there were insufficient funds in his Navy Federal savings account to complete the minimum monthly paymentOur member’s credit card account has been corrected to show that the account has no delinquency history and will be reported as such to the nationwide consumer reporting agencies
Mr*** has asked that we again make transfers to pay his credit card account from his checking account in the future and we have made a notation in our records to begin the transfers on June 2016.
Should he have any questions, our member may call MrC*** at ###-###-####, extension 47607, between 8:a.mand 5:p.m., Eastern time, weekdays Tell us why here

This is in reference to complaint ID number ***, which was received by Navy Federal on December 2015, submitted by our member, *** ***
We have thoroughly researched our member’s concernsPeter K***, Unit Supervisor, Collateral Control, spoke to Petty Officer *** by
telephone on DecemberNavy Federal received an electronic title for the vehicle on November which accurately shows Navy Federal as lien holderThe Annual Percentage Rate for the loan remains at the original rate of 5.89%
If Petty Officer *** has any questions, he may contact Therisa A***, Section Supervisor, Collateral Control, 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 15 August from the Revdex.com (Revdex.com) on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***.Navy Federal has reviewed the concerns presented by
***. Our records indicate that in May 2014, she submitted questions regarding Payment Protection Plan (PPP) benefits for a loan she had previously enrolled in the plan Her concerns were addressed on June in our responses to the Revdex.com and the Consumer Finance Protection Bureau On June 2015, we received *** ***’s request to rescind the Cease and Desist order which had been placed on her account previously. Since the letter stated that she should “only be contacted regarding the consolidation process, and no other forms of contact are [to be] initiated … ,” we used her letter to process her request for a consolidation loan, and honored her request to retain the Cease and Desist for all other purposes. If our member wishes to have the Cease and Desist request removed, she may fax her signed letter asking to reinstate communications to ###-###-####.Although *** *** was issued a consolidation loan on June comprising her personal expense loans and her *** account balances, finance charges in the amount of $were refunded to the credit card account on 2 July, in connection with a 0% Annual Percentage Rate promotion in effect at the time of the account’s opening. The resulting credit balance was placed in her savings account on July. A late payment fee of $was charged to *** ***’s *** account on June because her May payment, due on May, was not received until her consolidation loan liquidated the credit card balance on June.When *** *** requested the consolidation loan, one of her personal expense loans, held under account number ***, was past due. Therefore, the delinquency was correctly reported to the four consumer reporting agencies, ***, ***, Experian and Innovis. Should our member want to pursue this issue, she may contact the agencies directly or she may contactNavy Federal. She will need to provide us with a copy of the report showing her Navy Federal account, provided it is from one of the four credit bureaus to which we report. This information can be faxed to ###-###-#### or forwarded to Navy Federal Credit Union, P.OBox 3700, Merrifield, Virginia 22119-3700.A review of *** ***’s accounts has revealed that the Certificate of Title to her *** was forwarded to *** *** *** ***
*** on September 2014. Regarding the addition of PPP coverage to one of her loans in 2014, we have a signed applicationon file from *** *** for such coverage on her personal expense loan account number ***. A copy of the application, dated March 2014, is attached.Should *** *** have additional concerns, she may call Victoria Stacey, Supervisor, Personal Finance Management, at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays

The following references the complaint we received on June 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. On June, Monique
D***, Supervisor, Credit Card Servicing, spoke with *** ***. She advised him that the charge of $2,had been placed in a dispute status. After an investigation, we issued *** *** a full credit on June. On June, we attempted to contact our member by telephone; since we were unable to reach him, we forwarded him a letter reflecting information concerning the credit. We now consider the case closed. If *** *** has any questions, he may call MsD*** at ###-###-#### between 8:a.mand 4:p.m., 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, Robert L***, Supervisor, Mortgage Payment Payoff and Servicing, spoke with *** ***. At that time, he advised her that we had credited her Navy Federal savings account with $representing the fee she incurred at *** Federal Credit Union (FCU) and that we had credited an additional $to reimburse her for the funds erroneously transferred from her *** FCU account on December 2015. As *** *** requested, we have now transferred a total of $to her *** FCU account.
We have forwarded a *** Gift card to *** *** to compensate her for a portion of the inconvenience she experienced as a result of the error
Should she have any questions, our member may call MrL*** at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays

Revdex.com complaint ID ***, ***Inboxx [email protected] (days ago)to me, *** Good morning. Concerning complaint ID number *** for *** ***, Navy Federal is actively researching this issue in order to
reach a resolution We would like to request that the case be reopened with a due date extended to the end of March. Thank you

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 ***
Navy Federal has thoroughly reviewed our member’s concerns. New accounts were opened for her on July when we were advised that Mrs*** believed that her existing accounts had been compromised. We then discovered that the same device which was used to deduct the $4,in question from her savings account on July has been used since November to transact business on her accounts. Therefore, the claim Mrs*** made was denied. The restriction that had been placed on her accounts as a security measure was removed on August 2016.
Should she have any questions, Mrs*** may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, 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 November 2016, submitted by our member, *** ** ***
We have thoroughly researched our member’s concernNavy Federal received a fraud claim from *** *** on October After a
thorough investigation, we concluded that no error occurred based on account activityFunds were withdrawn from Gunnery Sergeant ***’ savings account to reduce the overdrawn amount on Mr***’s account, in accordance with the Joint Ownership section of Navy Federal’s Membership/Savings/Checking Disclosure Statement (copy attached)
Questions regarding this matter may be directed to Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:a.mand 3:p.m., Central time, Monday through Friday

The following is in response to the complaint we received on August from the Revdex.com on behalf of *** ** ***. Corey W***, Supervisor, Equity Lending, spoke with our member regarding his concerns on August Weregret any
frustration our member may have experienced regarding the response time of our processor. The processor involved in our member’s case has been counseled on the importance of returning member calls promptly.We understand the inconvenience and cost involved with obtaining a roof certification, but we need to be assured that the roof is sound prior to making the loan since our member stated that he does not intend on using the loan proceeds to repair or replace the roof. Otherwise we could move forward with his loan and pay the roofer directly once the work is completed. Another requirement for the loan was to have a lead paint inspection done. Since our member has already completed a lead paint test and has confirmed its presence, a new test is not needed. However, the lead paint must be remediated. Once we have the report from the inspector stating that all traces of lead paint have been removed, we can release the funds needed to pay the remediation company.Follquestions should be directed to *** *** by calling ###-###-#### 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 April 2015, submitted by our member, *** ** ***Navy Federal previously addressed our member’s concerns regarding credit reporting in our response to the Revdex.com dated
December A review of our records confirms that Navy Federal accurately reported *** *** consumer loan accounts ending in numbers *** and *** as “Settled for less than the full balance” at the time of settlement for each loanFurther research confirms that this information is accurately reported by *** and ***; an additional update has been submitted to TransUnion to reflect the status of the loans as “Settled for less than the full balance.” The remaining balances of the loan accounts represent a financial loss to the credit unionThe status of the loans was accurately reported by Navy Federal to credit reporting agencies; the account information will not be removed from our member’s credit reportIf *** *** has any questions, he may contact us toll-free at *** ***); our Member Service Representatives are available to assist him hours a day, days a week

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Thank you for your excellent helpMy complaint was resolved satisfactorily

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 ***.Navy Federal has revisited the issues raised by *** ***At this time, we feel that the matter of the checks which he attempted to cash at a Navy Federal branch office has been resolved and we have no other information to provide.As for the mortgage issues, we reiterate that his concerns should have been acknowledged once he had brought the initial issues regarding the service he received to our attentionIn addition, his concerns should have escalated to a higher management levelWe have gone over correct procedures with our team members to ensure that events like this do not occur in the futureA call was received from *** *** by Ann C***, Regional Manager, on Friday, August 2014, when she was not in the office; however, *** *** placed an additional call on Saturday, August, during which he requested that his complaint be closed out and stated that he did not wish to receive a return call due to health reasonsMsC*** will be available during the week of September if *** *** wishes to speak with her; her number is ###-###-#### and her hours are 8:a.mto 5:p.m., Eastern time, weekdays.*** ***'s concerns regarding staff accountability and disciplinary actions speak to Navy Federal’s internal personnel protocols; we are unable to elaborate on these issues

The following references the complaint we received on 25 June from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***.We have reviewed the concerns in *** ***’s complaint.
Although *** ***’s membership application was approved on June, during a standard review of information, we found discrepancies with the information provided by *** ***. Navy Federal has a responsibility to verify the identity of all our members and confirm their eligibility for membership. Accordingly, we have requested that *** *** provide documentation to prove his eligibility for membership and confirm hisidentity; to date, we have not received the requested documentation from *** ***. Under the Federal Credit UnionAct, Navy Federal is not permitted to lend funds to non-members.Should *** *** have any questions, he may call us at 1-888-842-NFCU (6328); representatives are available hours a day, seven days a week

This is in reference to complaint ID number ***, which was received by Navy Federal on May 2014, submitted by *** ***
We have researched the concerns presented in ***’s complaint, and appreciate the opportunity to resolve this issue. Occasionally our members change their contact numbers without notifying Navy Federal, causing invalid telephone numbers to remain on our records of their account. In accordance with ***’s request, we have completely removed the telephone number ###-###-#### from our system. We regret any inconvenience this matter has caused ***
If *** has any questions, she may contact us any time at 1-888-842-NFCU (6328)

---------- Forwarded message ----------From: ** *** <
"">***@***.com>Date: Tue, Feb 23, at 10:AMSubject: #***To: "[email protected]" I am informing you that we contact Navy Federal Credit Union again about case #***, informed we filed the complaint to Revdex.comThis time different customer represent answered and within minutes he sent us gift card $electronically.
He promised the first represent, *** *** the supervisor of redeem department, her action was not the protocol and make sure it's not happening again.
We are not satisfied the supervisor's action, she should not be in that kind of position but for the this matter, case #*** we consider it's closedThank you for all of your work and protection for both consumers and businesses.
Warm regards.
** ***

[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 is in response to the complaint we received on September from the Revdex.com on behalf of *** ** ***. The complaint was assigned an ID number of ***. Monica T***, Short Sale Specialist, called our member’s phone number of record
on September to discuss her concerns; however, *** *** was unavailable, so MsT*** left a voicemail with her contact information. The mortgage account in question is owned by *** *** and serviced by Navy Federal. The request for the short sale was submitted to *** ***. Unfortunately, *** *** denied the short sale on September 2015. That same day, Navy Federal spoke to our member's authorized representative, *** ***, advising of the denial and, if needed, instructions on how to file a dispute with *** *** for reconsideration. On September 2015, we again spoke to *** ***, who stated he would be opening the dispute file later that day. Navy Federal was advised on September that the dispute was completed and that *** *** maintained the short sale denial. Navy Federal cannot proceed without *** *** approval. A conditional offer for a Deed in Lieu of Foreclosure was sent to our member on September 2015. Follquestions should be directed to MsT*** by calling ###-###-#### 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 May 2015, submitted by our member, *** *** ***We have researched the concerns presented in our member’s complaint*** *** called our Contact Center on May A review of our
records confirms that during his conversation with our Contact Center Resolution Specialist, *** *** requested written confirmation of information discussedOur member was advised that a written confirmation of each call is not feasible, and that the information provided in this instance was insufficient to generate a letterIf *** *** has any questions, he may contact Kelsi G***, Supervisor, Contact Center Resolution, at ###-###-####, between the hours of 2:p.mand 10:p.m., Central time, Monday through Friday

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 has reviewed our member’s concerns. We confirm that
*** *** ***
contacted us on September to request that his wife be removed from his *** credit
card account. We have now credited the $
to his savings account as reimbursement for the unauthorized charges.On October, *** *** *** telephoned Navy
Federal and made a claim of “lost/stolen card”; at that time, the original ***
account was canceled and a new credit card account was opened solely in his
name. A new credit card was sent to
*** *** ***.As a result of *** *** ***’s experience, we will
be reviewing our procedures Should he
have any questions, our member may contact John P***, Assistant Manager,
Credit Card Servicing, at ###-###-#### between 8:a.mand 4:p.m.,
Eastern time, weekdays