Timothy E. Lynch, Inc.

This is in reference to complaint ID number ***, which was received by Navy Federal on April 2016, submitted by our member, *** ** ***
We have thoroughly researched the concerns presented in our member’s complaint regarding his identity theft fraud claim received on August
After a thorough investigation, we determined this was not a case of identity theftDuring the investigation, several attempts to contact *** *** via the telephone number provided on his claim were unsuccessfulBased on information obtained from the Columbus Ohio Police department, documents provided to Navy Federal at the time *** *** established his accounts, his signature of record, and the verification of his date of birth, Social Security Number, and one of two known addresses, his claim was denied*** *** is responsible for the outstanding balances on his Navy Federal loan number ending in and his credit card account numbers ending in *** and ***The accounts will continue to be reported to the credit reporting agencies accordingly
If *** *** has any questions, he may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Central time, Monday through Friday

This is in reference to complaint ID number ***, which was received by Navy Federal on December 2016, submitted by our member, *** ***
We have thoroughly researched the concerns presented in our member’s complaintOur records show that on November 2016, Mr***
updated his contact information via his Navy Federal Online BankingOur member added his telephone number which updated our system resulting in the generated phone calls during the period of November through December regarding his Navy Federal accountsWe have removed Mr***’s phone number from his profile and placed a note on his account to prevent future callsTo avoid this situation in the future, we ask that he refrain from adding a contact number to his profileShould our member decide that he would like to discuss his accounts, he may call us at ###-###-#### and advise that he would like phone communication to resume
If Mr*** has any questions, he may contact Caitlin W***, Assistant Manager, Late Stage Collections, at ###-###-####, extension ***, between the hours of 8:a.mand 5:p.m., Central 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: As I explained I was unaware that my former roommate had taken my cardI do have to sleep just like any other personBut because she took my card and then returned it, how am I at fault for someone else's mistake? At least she returned my card after clearing my account a lot more than most criminals would doEven the police are baffled that navy federal is being so ruthless in this situation and I was advised so stay on it.
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 ***As Mrs*** advised in her complaint, Navy Federal addressed
her concerns in our response to a
complaint she submitted to the *** *** *** *** on June As we advised her at that time,
Navy Federal has no record of her request to change the address for her
accounts in June due to deploymentOur records indicate that Mrs***’
*** *** cashRewards account was reported days late for the June
and December paymentsLate fees of $each were assessed on
December and on January These two late fees were waived on
March as a member courtesyThe Secured nRewards *** account was
previously reported days late for the December paymentNo late fees
were assessed to the Secured nRewards accountAs a courtesy, we have sent an update to the credit bureaus to
remove the June and December late payment reporting for the *** ***
cashRewards account and the December late payment reporting for the
Secured nRewards *** account from Mrs***’ credit reportOur member should
allow to days for the credit bureaus to process the updates*** ***
Assistant Manager, Collections, spoke to our member on October to advise
her of these actions takenFollquestions should be directed to *** ***,
Assistant Manager, Credit Card 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 December from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of *** We have thoroughly researched our member’s concerns. We reviewed the
telephone call in question and confirmed that the person we spoke with identified himself as *** ** *** and correctly answered our verification questions. We did not knowingly disclose information to a third party. We understand that our member and his father share a name; therefore, we suggest that he update his account to read *** ** ***, Jr., to avoid confusion going forward. We have also noted that *** is not a valid contact number for Mr*** and have updated his father’s account to prevent contact to that number. If Mr*** would like to indicate that he is a junior, we request that he contact us at *** *** as soon as possible, or complete the attached Change of Information/Add Joint Owner form and return it to us in the envelope provided Over the past several weeks, we have made several attempts to contact Mr*** by letter, email and telephone. As of January 2018, his *** *** credit card account and his personal expense loan are past due To discuss his accounts, Mr*** may contact Mr*** *** ** *** *** ***, between the hours of 9:a.mand 5:p.m., Central time, weekdaysTell us why here

The following references the complaint we received on March 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 regarding his variable rate credit
card opened in The decision to reduce an Annual Percentage Rate (APR) is based on account management and pricing guidelinesOur review of *** ***’s account confirms that, based on our guidelines and his current account history, *** *** is receiving the lowest APR we can offer him at this time
Should *** *** have additional questions, he may contact June B***, Credit Card Loan Officer, at ###-###-####, extension ***, between the hours of 7:a.mand 3:p.m., Eastern time, weekdays

The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member *** ***, Jr. The complaint was assigned an ID number of ***. Navy Federal has thoroughly reviewed our member’s concerns. On
November, a Point of Sale debit of $overdrew Mr***’ checking account number ending in *** by $96.22. This overdrawn balance was transferred over to a new checking account number ending in *** when the *** account was compromised and closed. An Optional Overdraft Protection Service (OOPS) fee of $was charged to the *** account at the end of the day on November. The OOPS fee was subsequently refunded as a member courtesy. A direct deposit was credited to Mr***’s savings account on December and a transfer of his available savings balance, $47.30, was made to the *** checking account. The transfer was made in accordance with Navy Federal procedure; however, as a courtesy, we have credited $to his savings account. Navy Federal strives to provide accurate, courteous and responsive service to our members at all times, and we regret that Mr*** was not satisfied with the service he received

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 *** ***’s concernsThere were two credit bureau inquiries made; one related to *** ***’s request for Navy Federal membership, and the other for credit approval of his submitted loan applicationAs advised in our previous response to the Revdex.com on February 2016, we concluded that our representatives correctly followed credit bureau inquiry procedures
Through review of this matter, we found that the documents provided by *** *** for the use of income verification related to his loan application were unacceptable due to inconsistenciesBased on this information, Navy Federal was unable to extend credit approval at that timeWe regret a more favorable decision could not be reached
If *** *** has any questions, he may contact Janice RDillard, Supervisor, Loan Officer at ***, extension ***, between the hours of 7:a.mto 4:p.m., Eastern time, Monday through Friday

The following references the complaint we received on March 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. Janice D***,
Supervisor, Loan Officer, attempted to contact *** *** *** on March; however, she was only successful in leaving a message. When *** *** *** requested a Late Model Used Automobile loan, he was quoted an Annual Percentage Rate (APR) of 6.39%; however, once the details of the *** were received, we noted that the vehicle’s mileage exceeded the 30,000-mile limit allowed for such an APR by miles. We therefore changed the loan from a Late Model Used Automobile loan to a used vehicle loan with an APR of 9.49%. Our disclosure regarding the qualifications for a Late Model Used Automobile loan was displayed when he applied for the loan; a copy of the pertinent section is attached. In addition, a copy of the instructions for the dealer is attached. When a member picks up loan funds at a branch office, he or she is given a personalized disclosure with a section entitled, “Please remember your annual percentage rate and loan terms could change if:”; one of the reasons listed within that section is, “the vehicle does not fall under the category for which the loan was approved.” As a courtesy, we have decreased the APR on *** *** ***’s loan to 6.14% since the mileage on the *** exceeded our 30,000-mile limit by only miles; this APR reflects the quoted APR of 6.39% plus an Active Duty military discount. His monthly payments are now $646.86. Should he have any questions, he may call MsD*** at ###-###-#### between 7:a.mand 4:p.m., Eastern time, weekdays

This is in reference to the follcomplaint we received on November from the Revdex.com on behalf of Navy Federal member *** *** The complaint was originally assigned an ID number of ***
We have researched Mr***’s concern regarding the loan ending in *** with our optional Guaranteed Asset Protection (GAP) coverage On April 2016, Mr*** called Navy Federal to advise that he was in a car accident Our Member Service Representative advised Mr*** that we would submit a GAP claim for him and that he needed to continue paying on his account during the process He was also informed that his loan was three months past due at this time and he confirmed that he was aware of the status of the loan
On April, Navy Federal received settlement checks from Mr***’s insurance company There was a discrepancy that was identified with the insurance company which Navy Federal resolved on April
In our previous communication to the Revdex.com, we attached a disclosure statement for another protection plan; please accept our sincere apologies for this oversightPlease find the Guaranteed Asset Protection Plan Agreement and Disclosure attached
We consider the matter closed
If Mr*** has any additional questions, he may contact Gina B***, Supervisor, Loan Protection Programs Branch at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, Monday through Friday

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 *** We have conducted a thorough review of *** ***’s mortgage application. *** *** called Navy Federal on July to apply for a mortgage refinance. During the call, *** *** was read the following disclosure and agreed to it: “By continuing with this application, you and the co-applicant give Navy Federal permission to obtain your consumer credit reports, which will be ordered immediately.” We have reviewed the telephone call between out Member Service Representative (MSR) and *** ***An MSR cannot deny a mortgage application or promise approval and can only assist a member with completing an application during a phone call Several factors are considered in the approval process after an application is submitted. The MSR advised *** *** that he would be contacted by a processor within a few days If *** *** has further questions, he may contact us at 1-888-842-NFCU (6328) at any timeTell us why here

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. On September, Linda T***,
Supervisor, Loan Officer, spoke with *** *** and was able to advise him that we had changed the terms of his loan from months to months. The interest rate of 5.8% per annum remains the same; his new monthly loan payments are $413.90. A corrected Promissory Note has been sent to our member via ***. We will use this situation in our training to ensure that other members will not be similarly inconvenienced.Should *** *** have any questions, he may contact MsT*** at ###-###-#### between 1:p.mthrough 9:p.m., Central time, Sunday through Thursday

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 ***. We have reviewed the circumstances of *** ***’s complaintAs he stated, he contacted
us on December to request that a credit card transaction authorization be releasedAccording to our record of the call, our representative attempted to initiate a conference call with the merchant that issued the charge to obtain information necessary to process *** ***’s requestThe merchantwas closed, however*** *** insisted that a credit be applied to his account to offset the merchant’s authorization hold, although our representative advised him that she could not proceed with his request without the merchant’s confirmation*** *** remained firmly insistent that a credit be applied to his accountAfter determining that she could assist *** *** no further with his original request, and confirming that *** *** had no additional requests, our representative advised him that she would disconnect the callThe call was then disconnected. We have found that our representative acted appropriately and in line with our procedures

[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 as Answered]
Complaint: ***
I am rejecting this response because:I filed a complaint a few months ago and Navy federal responded and said the item would be correctedI pulled my *** report today and it is still incorrectIt states that $was charged offThey responded and confirmed with the Revdex.com in the response that the item was paid in fullNo amount was charged offI am requesting that the item be completely removed as it is incorrect on the reports months after it was stated they corrected it , I feel the only way to fix this error, which I hope is just a error on their part is to simple remove itI have documentation of how it appears if needed
Remove credit line , as to have no more errors as they have attempted to correct several times, each time still in error
Regards,
*** ***

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 our member’s concernsWe have found that, on
December, *** ***’ checking account had an available balance of $A transfer of $was made from another Navy Federal account to the checking account, increasing the available funds to $Point of Sale transaction authorizations, which cause a temporary hold on funds, as well as posted transactions, reduced the available balance to $Since sufficient funds to pay the Automated Clearing House (ACH) debit for $from *** were not available, the item was returnedOn December, we sent a message to *** *** 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 chargedHowever, in the interest of member service, we have refunded the $returned item fee *** *** was chargedReturned 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 futureWe will not reimburse *** *** for any fees assessed by *** as a result of the returned item

[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 October from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***
Abigail L***, Ballston Branch Manager, attempted to contact *** *** via telephone; however,
she was unsuccessfulNavy Federal has reviewed our member’s concerns and has found that when *** *** visited our Ballston Branch, her birth certificate was scanned to our headquarters for reviewOnce the certificate had been scanned, the manager of the branch handed the original to *** ***We regret that *** *** was frustrated in her attempts to settle this matter
Should she have any questions, *** *** may call MsL*** at 1-888-842-NFCU (6328)She is available between 7:a.mand 5:p.m., weekdays, and between 9:a.mand 2:p.m., Saturdays

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.

The following 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 reviewed our member’s concernsOn February, one of our representatives
spoke with our member and addressed the issues he raised in his complaint*** *** advised us that the payee of the cashier’s check has restored the funds in question to himOur representative provided her direct contact information to *** ***, and he should not hesitate to contact her if he has additional questions

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of *** We have thoroughly researched our member’s concerns. Navy Federal strives
to provide efficient and responsive service to our members at all times, and we regret that this is not consistent with our member’s experience. Adam H***, Manager, Mortgage Origination, contacted *** *** on March and advised that he would be assigned to a new Loan Officer. The mortgage loan is currently still in progress and will be monitored closely to ensure no further issues occur If *** *** has any questions, he may contact Tony H***, Regional Manager, Field Mortgage, at ###-###-####, extension ***, between the hours of 8:a.mand 5:p.m., weekdays