Navy Federal Credit Union

[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 Thank you for all your efforts
Regards,
*** ***

Business has notified Revdex.com staff that the matter was resolved directly with the consumer

Revdex.com complaint no***/***[email protected] (days ago)to me, aobitz Good morning -- Could Navy Federal have more time to respond regarding our member's complaint? Thank you -- Annette K***, Priority Mail, Navy Federal Credit
Union

This is in reference to complaint ID number ***, which was received by Navy Federal on October 2014, submitted by our member, *** ** ***
We have researched the concerns presented in our member’s complaint. We apologize to *** *** for the difficulties he experienced while attempting to resolve this matter. On August 2014, *** *** submitted a claim online to dispute a credit card charge of $401.32, indicating that the charge was not recognized. Navy Federal submitted a chargeback to the merchant. It was later determined that the member had received the merchandise, and the credit was removed from our member’s account. The case was subsequently escalated to a fraud claim at our member’s request, and on October, a refund for the charge was credited back to his account
If *** *** has any questions, he may contact Barbara H***, Card Fraud Prevention Recovery Specialist II, directly at ###-###-####, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday

Have been a member for many years and have not benefited at allAs a matter of fact, my other bank is much better happy to say Thought about closing my credit account but I didn't want to hurt my credit Would not recommend at all

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 has reviewed our member’s concerns. We have refunded a
total of $in fees that were charged to *** ***’s checking account number xxxxxxx*** as a result of a miscommunication concerning her husband’s direct deposit. We regret the inconvenience and concern *** *** was caused. In addition, we have credited $to her account as reimbursement for any outside fees she incurred as a consequence of this situation.In an effort to ensure that *** *** does not encounter such difficulties in the future, we advised her that the directdeposit could be distributed to an account in her husband’s name or she could designate her husband as the joint owner of her *** checking account.Tell us why here

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 ***. After a thorough investigation, we found an error in a
portion of *** ***'s reported transactions. His account was adjusted by $in an effort to correct this error. This provisional credit has been made permanent. We have found no error in theremaining amount of his claim, $2,931.11. We have been unable to locate a claim filed for *** ***’s *** account; however, prior to April 2015, the date the account was closed, our member had identified three authorization-only charges, totaling $25.15, as fraudulent Although at this time thosetransactions have not posted to the ***, the merchant has a total of days to debit the account from the date of authorizationOur members’ *** will continue to be monitored for those transactions

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 ***.Navy Federal has thoroughly reviewed ***’s
concerns. Charles
G***, Supervisor,
Financial Crimes and Risk, contacted him and advised that we have closed the
accounts that had been opened in his name. In addition, we have notified the nationwide consumer reporting agencies
to remove Navy Federal information from ***’s credit report. On September, we forwarded a letter to **
*** which addressed all of his concerns; a copy is attached. We consider the case to be closed.Should *** have additional concerns, he may call Jimmy
R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####
between 7:a.mand 3:p.m., Central time, weekdays

This is in reference to complaint ID number ***, which was received by Navy Federal on July 2015, submitted by our member, *** ** ***.We have researched the concerns presented in our member’s complaint. Our records indicate that *** *** combined and refinanced her
*** loan on November in the amount of $20,281.82, with monthly payments of $352.40. The interest rate on her loan is 12.09%, which accrues at $per day. Our records also indicate that she requested and received three extensions since the date of the refinance, in an attempt to assist our member in meeting her financial commitments. *** *** asks why her loan balance is not reducing more quickly. As mentioned previously, interest is compounded daily on her loan at a rate of $per day. In a typical 30-day month, *** *** pays $worth of interest. With a monthly payment of $352.40, $is applied to interest and $is applied to her principal balance. This does not include late fees of $assessed if *** ***’s loan falls days past due Our records indicate, through the life of this loan, a total of $in late fees have been applied. We would welcome any opportunity to assist *** *** in this matter In a show of good faith and our willingness to assist *** *** in this matter, we have waived $in interest from her loan. Due to the Cease and Desist she requested on her loan, we are unable to contact her directly via telephone. However, if she would like to discuss her loan and possible options Navy Federal has to offer, we encourage her to contact Steve T***, Assistant Vice President, ConsumerLoan Collections, directly at ###-###-#### MrT*** can be reached 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 November 2015, submitted by our member,
*** ***.We have thoroughly researched the concerns presented in our
member’s complaint regarding the title for his used vehicle loan.
Through our review of this matter, we concluded that our
representatives correctly followed our lien recording procedures. However, in an effort to resolve this issue,
we have forwarded the necessary paperwork to the Virginia Department of Motor
Vehicles to have Navy Federal listed as lien holder of the vehicle The original loan terms have been reinstated,
and all fees and interest which were assessed to the loan account have been removed. We regret any inconvenience this matter has
caused our member.If *** *** has any questions, he may contact Carrie
M***, Legal Liaison, at ###-###-####, extension 44926, 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 not my fault they were not properly escalatedThat again is a failure on your side agter dealing with three supervisors in three departmentsNo voicemail was received from NFCUThe only phonecall received was dropped due to poor receptionThe number when called back did not go throughIf NFCU believed there was mo further issue, then why was such a poor survey completed for the transaction without further contact? Why are three supervisors not held accountable for following up when complaints were taken? I complained several time and heard from NFCU onceSeemed to me they did not care one way or the other since they get my moneyIf they were thoroughly investigated, no one contacted me about itThe issue with the checks was simple: three different responses from three parts of the company with no one being clearThe complication is a bit more than not being endorsedThe checks were made out to her maiden, us maiden, amd us marriedHer work schedule did not accommodate coming in as dictated by the branch nor did she have the ID needed to prove bothIt had nothing to do with not being endorsedThat was bothersome to make a second trip with a 2-hour roundtripI, in fact, DID NOT RETURN LATER nor have I been back to that branch since or have any plans toThe checks were deposited into her account, in ***, on a different dayShe transferred the funds into another accountThe number was called and Ms Ann C*** was not in her officeCall was made Friday August at She is expected to return on Monday August

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]
Navy Federal has thoroughly reviewed our member's concerns. Janice D[redacted], Loan Officer Supervisor, contacted [redacted] on October. On April 2014, Navy Federal issued a loan to [redacted] to purchase a [redacted]; the automobile secured the loan. When our member requested to change the collateral to a [redacted] on July, a new loan application was taken. The new loan was tentatively approved with the condition that the dealership from which our member was buying the [redacted] would forward $to the original loan. A letter of guarantee was sent to the dealership with a 14-day time limit. When the funds had not been credited by the expiration date, the tentative loan was canceled; however, it appears that the funds were received within the established time frame. Therefore, a new loan has been issued
Although [redacted]'s credit rating had recently changed and our rates for new vehicles had changed, Navy Federal adjusted the interest rate so that his new loan reflects a lower rate than his original loan; we also lengthened the term of the new loan so that his monthly payments are within the range he requested
Should [redacted] have additional concerns, he may call MsD[redacted] at ###-###-#### between 12:p.mand 8:p.m., Eastern time, weekdays

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 15 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint. [redacted]’ [redacted] credit card was activated on 19 June 2014. On 30...

June 2014, charges of $481.00 and $523.00 from [redacted] Account posted to the credit card account. An Affidavit of Fraud and Forgery was received on 24 November 2014 and the charges were placed in a dispute status. Our member subsequently confirmed that she authorized another individual to use her credit card, and she was advised that her claim was denied.
Questions regarding this matter may be directed to Jennifer H[redacted], Manager, Card Fraud Prevention Operations, at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Central time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 May 2015, submitted by our member, [redacted]. In the year 2014, [redacted] attempted to obtain a $45,000 loan with Navy Federal using false employment information, indicating her...

employment on the application as active duty military, Navy; however, [redacted] left military service in the year 2009. The loan was not granted and based on the member’s actions, her account was restricted. Although her electronic access was limited, [redacted] was able to remit payment to her credit card account via telephone, mail or at a branch office. In accordance with [redacted]’ request, her credit card balance was paid and the remaining funds in her savings and checking accounts were mailed to her address of record. Her accounts have been closed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
Hi-I thought I submitted response, but perhaps it was the IT system error. I would also like to provide attached supporting documentation. Attached you will find my repeated appeals ignored by NFCU until VA intervened on my behalf in the attached <Waiver letter>.  Unfortunately, by that time I incurred a lot of stress and spent thousands of dollars on unnecessary repairs.Based on the attached evidence and additional facts, I disagree with NFCU's response.  Also, I still have not received a professional Boundary Survey.  One that was send, while improved, still has fundamental errors.Thank you again for this rectitude.V/R[redacted]
Regards,
[redacted] & [redacted]

The following references the complaint we received on 31 December 2015 from the Revdex.com on behalf of Navy Federal member [redacted]...

[redacted].  The complaint was assigned an ID number of [redacted].  
We have thoroughly researched our member’s concerns.  We apologize for any frustration [redacted] experienced during her telephone conversations with our Member Service Representatives. Navy Federal strives to provide respectful and considerate service to our members at all times, and we regret that [redacted] feels she was not treated in this manner.
 
Our records reflect that on 24 December 2015, [redacted]’s account reflected a beginning balance of $519.83. The following transactions were posted to her account on that date:  two ATM fees of $1.00, each; an ATM withdrawal of $523.50; and Point-of-Sale (POS) transactions of $11.84 from [redacted], $81.00 from [redacted], and $280.20 from [redacted]. These transactions resulted in an overdraft of $378.71. The transactions of $523.50, $11.84, and $81.00 were paid using the Optional Overdraft Protection Service she enrolled in on 18 August 2015. OOPS fees of $60.00 (three $20.00 fees) were assessed, resulting in an overdraft of $438.71.
 
On 28 December, POS transactions of $40.00 and $71.00 from [redacted] and The [redacted], respectively, were posted to the account with funding from OOPS. The payment of these debits incurred OOPS fees of $40.00. Following the transactions and fees, the overdraft increased to $589.71.
 
We have found that the OOPS fees assessed on 24 and 28 December were assessed properly and in line with the terms of our OOPS disclosure documents, which have been provided to [redacted] previously. However, as a courtesy to our member, on 4 January 2016 we refunded $80.00 in OOPS fees to her account, as she requested. Future OOPS fees will only be refunded in the case of an error on Navy Federal’s part; no additional courtesy adjustments will be made.  [redacted] may opt out of OOPS at any time by contacting us, or she may opt out directly through Navy Federal Online Account Access. [redacted] would remain responsible for any outstanding balance or fees on her account.
 
[redacted]’s account currently reflects an overdrawn balance of $358.64. We remind [redacted] that this overdraft must be cured within 30 days, or OOPS will be frozen. The service will remain frozen until the overdraft is satisfied. If the account remains in an overdrawn status for greater than 45 days, OOPS will be terminated.
 
Should [redacted] have any additional questions, she may contact Vivian B[redacted] in our Savings and Checking Operations area. Ms. B[redacted] is available to assist her between the hours of 7:30 a.m. and 4:00 p.m., Monday through Friday.

This is in reference to the follow-up complaint we received on 12 January 2016 from the Revdex.com on behalf of Navy Federal member [redacted].  The complaint was originally assigned an ID number of [redacted].
 
Thank you for the opportunity to address our member's concern.  At Navy Federal, our members are always our first priority.  If members fall into default on a loan, we always work with our members to resolve the matter in a fair and reasonable manner.  In this case, [redacted] has received clear written guidance and the name and contact information of the attorney authorized to resolve his claim.

The following references the complaint we received on 10 December 2105 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
Navy Federal has thoroughly reviewed our member’s concerns. We have found that, on...

7 December, [redacted]’ checking account had an available balance of $7.38. A transfer of $150.00 was made from another Navy Federal account to the checking account, increasing the available funds to $157.38. Point of Sale transaction authorizations, which cause a temporary hold on funds, as well as posted transactions, reduced the available balance to $93.97. Since sufficient funds to pay the Automated Clearing House (ACH) debit for $100.00 from [redacted] were not available, the item was returned. On 8 December, we sent a message to [redacted] through our Online Account Access advising of the return of the item and assessment of a returned item fee.The ACH debit was properly returned and the returned item fee was properly charged. However, in the interest of member service, we have refunded the $29.00 returned item fee [redacted] was charged. Returned items fees have been refunded as a courtesy on several occasions; consequently, we will be unable to refund properly assessed returned items fees in the future. We will not reimburse [redacted] for any fees assessed by [redacted] as a result of the returned item.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:   We had a verbal agreement stating that it would be removed per the agreed lump sum payments for lesser than the full balance.    Currently the reporting still does not reflect the same information between all three credit bureaus either.    
Regards,
[redacted]

The following references the complaint we received on 11 February 2016 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 and have written to her directly to address this matter. We regret any inconvenience she was caused, and invite her to contact us using the information provided in our letter should she have any additional concerns.