Navy Federal Credit Union

This is in reference to a follow-up complaint, ID number [redacted], which was received by Navy Federal on 10 April, submitted by our member, [redacted]. [redacted]. Navy Federal has agreed to remove all information regarding the Checking Line of Credit on which **. [redacted]’ name appeared as cosigner.  On 14 April, Kathryn B[redacted], Supervisor, Consumer Loan Services, contacted our member by telephone to confirm that an update was submitted to request the removal of the account information from her credit report.  It may take 30 to 60 days for new information to appear. If **. [redacted] has any questions, she may contact **. [redacted] directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 21 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].
We have reviewed our member’s concerns. We received a copy of the police incident...

report related to Lieutenant [redacted]’s claim on 21 April 2016. Our review of this matter has been reopened, and we are working with the Corpus Christi Police Department to validate our member’s claim. One of our investigators attempted to reach Lieutenant [redacted] to advise her of the developments in her claim, but was only able to leave a message. Our member may reach our investigator by calling ###-###-####.

[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 still believe that NFCU could do a lot more for their customers to better keep track of online transactions like other, much smaller, credit unions allow.  NFCU needs to greatly improve to their websites.  As I told the NFCU representative, I rarely use NFCU for my banking needs and prefer to use a credit union located hundreds of miles from me as my primary banking institution because of the backwardness of NFCU's online system.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me although this took far too long to get a formal response back.
Regards,
[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 27 October 2015, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint. On 22 October 2015, Navy Federal received an...

eMessage from [redacted] requesting information on how to add his wife as co-applicant. Our member was advised that it will be necessary for his wife to provide her authorization before this request can be processed; her authorization has not been received and the requested action has not been taken as of this date.
We have no record of any recent credit card applications or an account established in [redacted]’s name, nor was his information used to add his name as authorized user or co-applicant of another member’s credit card account. Additionally, we have confirmed that no new credit card accounts appear on our member’s credit report. We have no record of requesting a credit inquiry for [redacted] at any time after our receipt of his eMessage.

The following references the complaint we received on 19 January 2016 from the Revdex.com on behalf of Navy Federal member [redacted]...

[redacted].  The complaint was assigned an ID number of [redacted].  
Navy Federal has thoroughly reviewed our member’s concerns.  [redacted] telephoned our office and asked that a hold be removed from his credit card account which had been put in place to ensure that an online charge would be paid.  Our representative released the authorization hold for the posted transaction as our member requested, and also made a temporary increase in the credit limit in the amount of the transaction as a courtesy.  It was necessary to disconnect the call when the connection became unintelligible.

This is in reference to follow up complaint ID number [redacted], which was submitted by Navy Federal member, [redacted] As previously indicated, [redacted] consumer loans were charged to our reserves and subsequently settled in the year 2012. At the time of settlement, Navy Federal sent an update to credit reporting agencies, [redacted], to reflect "Settled for less than the full balance." Since our research determined that [redacted] had not updated the account information, a request was resubmitted on 16 April; it may take 30 to 60 days for updated information to appear on our member’s credit report. We have no record of an agreement between our member and Navy Federal to delete the trade lines in question from his credit report. Therefore, the accounts will not be removed from [redacted] credit report and the remaining balance on each account will continue to reflect as a monetary loss to Navy Federal.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 25 January 2016, submitted by our member, [redacted]...

[redacted].
 
We have thoroughly researched the concerns presented in our member’s complaint regarding our credit bureau inquires associated with his membership and consumer loan applications.
 
Through our review of this matter, we concluded that our representatives correctly followed our normal credit bureau inquiry procedures.  During our review of the applications [redacted] submitted, and following our normal policies and procedures, we determined it was necessary to place restrictions on his account.  After attempting to provide resolution to this matter, [redacted]’s request to close his accounts was honored.
 
If [redacted] has any questions, he may contact Robert S[redacted], Assistant Vice President, Security, at ###-###-####, extension 48662, between the hours of 7:00 a.m. and 3:30 p.m, Eastern time, Monday through Friday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution from Mortgage Operations Regional Manager, Ann C[redacted] is satisfactory to me.   Attached is the letter for the CRAs and Thank you.
Very Respectfully,
[redacted]

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 10 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint. Gracie C[redacted], Assistant Manager, Pensacola Mortgage...

Processing, contacted Mr. [redacted] by telephone on 8 July to discuss the circumstances of his mortgage loan request. The original interest rate selected by our member would have given him more funds at closing than allowed for an FHA streamline refinance; it was necessary to adjust the rate to comply with FHA guidelines.
Following his discussion with Ms. C[redacted], Mr. [redacted] decided to proceed with his mortgage, and his loan closed on 21 July.

[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 me.  I appreciate your assistance and the timely resolution you all provided.  I love that I can rely on the Revdex.com to get the job done!
Regards,
[redacted]

[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 me. 
Regards,
[redacted]

Below is the complaint I submitted to BFCU:
I called NFCU customer support today, 4/20/2016, to report that I am unable to make any purchases on my debit card and also unable to view anything on my online and mobile portal. I deposited 2 checks yesterday from Fidelity investments (in the combined amount of about $1600) and one check from ADP ( in the amount of about $11). My account is now locked because you all are in the middle of "verifying" said checks. I was at a doctor's office this morning and couldnt even go through with it because I would have no way of paying my copay. I dont usually carry cash either.
Why is my account locked? I deposit checks using my mobile NFCU app all the time and this is the first time this has ever happened? Why cant I use the money that was ALREADy in my checking account PRIOR to the said checks being deposited????
What kind of service is this? What if I had an emergency? I need a full explanation of why my account is locked. I am extremely unhappy with NFCU and will be closing my account in addition to submitting a formal complaint to the Revdex.com.
Put yourself in my shoes!!! What if you had an emergency and you couldnt do anything about it just because your bank decided to freeze your account for no reason????
----------------------
I am sharing this negative experience with NFCU in hopes that Revdex.com will look into these types of actions by NFCU. If there is a better way of handling situations like this, then NFCU needs to immediately take action. Their customers should not be placed in a position where they cannot use their own money simply because they need to "verify" the validity of a deposited check. Customers should STILL be able to use whatever amount was already in their checking account prior to the deposited checks.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 4 January 2016, submitted by our member, [redacted].
We have researched [redacted]’s concerns. On 10 December 2015, debit card fraud claims were filed by our member via Navy Federal’s...

Online Account Access in the amounts of $404.33 and $146.49, for a total of $550.82. After a thorough investigation we determined that no error had occurred, and the fraud claim was denied. A Card Fraud Recovery Specialist spoke with [redacted] several times throughout the investigation, and our letter dated 30 December 2015 was mailed to [redacted]’s address of record to advise her of the status of her claim.
Questions regarding this matter may be addressed to Amanda D[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension [redacted], between the hours of 7:30 a.m. and 5:00 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 9 November 2016 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 Ms. [redacted]’ concern regarding her account at...

Navy Federal. On 16 November, we placed a provisional credit in her checking account for the amount of her claim, $150.00. A provisional credit allows Ms. [redacted] access to the funds while her claim is being researched. We will notify Ms. [redacted] of our findings upon completion of our investigation.
We have issued Ms. [redacted] a [redacted], which will allow her to access her funds via an ATM.
Should Ms. [redacted] have any questions, she may contact Amanda D[redacted], Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension 43711, between the hours of 7:30 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

The following references the complaint we received on 18 April 2016 from the Revdex.com on behalf of Navy Federal member [redacted]. [redacted]. The complaint was assigned an ID number of [redacted].
We have reviewed Mr....

[redacted]’s concerns. The manager of our Equity Lending area attempted to contact Mr. [redacted] to discuss this matter, but she was only able to leave a message with her contact information.In August 2015, Mr. [redacted]’s Home Equity Line of Credit (HELOC) was suspended due to a material change in his financial circumstances. He was advised of this suspension in our letter dated 14 August 2015.
On 19 April 2016, we received Mr. [redacted]’s request to reinstate his line of credit. We advised him via secure message on that date that we were unable to grant his request, due to his past payment history with Navy Federal. We will be pleased to review any future requests with information demonstrating a change in his financial situation.
As noted in our August 2015 correspondence, the HELOC remains suspended and no further withdrawals will be allowed. Regarding how his accounts are displayed, we will review Mr. [redacted]’s feedback on this issue, and consider it in future application enhancements.
If Mr. [redacted] has any questions, he may contact our Equity Lending manager using the contact information she provided.
Tell us why here...

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 January 2016, submitted by our member, [redacted].
We have thoroughly researched the concerns presented in our member’s complaint regarding the...

processing of his U.S. Department of Veterans Affairs (VA) mortgage loan. Our records indicate that on 23 October 2015, [redacted] and his wife, [redacted], applied for a 15 year VA loan to refinance their existing mortgage. After reviewing our member’s application and credit bureau report, additional information and documentation was necessary.
On 18 December 2015, Navy Federal was informed by our member that [redacted] left her job as a dental assistant that she had listed on their application. [redacted] took a job at a builders supply company through a temporary staffing agency on 26 October 2015, working in an entirely different line of work. [redacted]’s new job had a 90 day probationary period, and she was not eligible for a permanent position with the new employer until 1 February 2016.
We informed our member that a permanent employment status is required in order to include [redacted]’s employment and income on the loan application. Consequently, [redacted]’s employment and income could no longer be included, and **. and [redacted] no longer qualified for a 15 year VA loan at 3.00%. Navy Federal was able to provide alternative loan terms to our member, and our member agreed to change from a 15 year VA loan at 3.00% to a 30 year VA loan at the market rate of 3.625%. Navy Federal subsequently agreed to reduce the interest rate to 3.50%. [redacted] and [redacted] remained on the loan application, and both signed the closing documents on 28 January 2016.
Regarding the allegations of discrimination, Navy Federal does not discriminate in any manner, and did not discriminate against **. and [redacted] on any occasion. Additionally, Navy Federal has remained in contact with our member throughout the processing of their loan. On 29 January 2016, our representative attempted to contact our member by telephone, but he was only able to leave a voice message. On the same date, we received correspondence from our member stating he did not want to be contacted. Navy Federal has honored his request and no further attempts to contact him have been made.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 16 November 2015, submitted by our member, [redacted].
We have thoroughly researched [redacted]’s concerns regarding his used vehicle loan. Navy Federal will continue to work with...

our member to resolve this matter and, as a matter of member service, there will be no further financial obligation under this loan.
If our member has any questions, he may contact Carrie M[redacted], Legal Liaison, Consumer Servicing, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 July 2015, submitted by our member, [redacted].
We have researched the concerns presented in our member’s complaint. On 7 June 2015, Navy Federal received a fraud claim for...

unauthorized charges to Ms. [redacted]’s checking account. On 9 June, a provisional credit of $590.07 was posted to the account and a letter advising our member of the action taken was mailed to her address of record. Our member was advised verbally and in writing that the provisional credit would be removed if the merchant also submits a credit to her account. On 19 June, merchant credits of $180.58 and $133.18 were received and posted to the account. Since this resulted in the amount of $313.76 being credited to Ms. [redacted]’s account twice, one credit of $313.76 was debited from the account.
Our member visited our Murrieta Branch on 28 July to discuss this matter, and our representative attempted to contact Ms. [redacted] later that day to advise her that, in order to assist her, the limit of her Optional Overdraft Protection Service (OOPS) may be temporarily extended on the checking account. Unfortunately, our attempts to reach our member by telephone have been unsuccessful. As a courtesy, on 18 August we refunded OOPS fees totaling $60.00. If Ms. [redacted] would like to take advantage of a temporary limit increase, she may contact us toll-free at ###-###-#### ([redacted]) and ask to be transferred to our Murrieta Branch, between the hours of 9:00 a.m. and 5:30 p.m., Monday through Friday, and from 9:00 a.m. to 2:00 p.m. on Saturday.

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 4 January 2016, submitted by our member, [redacted].
We have reviewed our member’s concerns. Navy Federal recently changed our cash-availability policy on existing credit card accounts to...

50% of the credit line. A notice of this policy change was sent to [redacted] on his 18 September 2015 credit card statement. We are unable to force-post previously rejected convenience checks. No fees were assessed by Navy Federal as a result of the returned checks.
Questions regarding this matter may be directed to [redacted], Assistant Manager, [redacted] Credit Card Lending Operations, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Central 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 [redacted], and find that...

this resolution is satisfactory to me. 
Regards,
[redacted]