Timothy E. Lynch, Inc.

This is in reference to complaint ID number ***, which was received by Navy Federal on June 2016, submitted by our member, *** ***. We have thoroughly researched the concerns presented in our member’s complaint. Through our review of this matter, we concluded that due
to a clerical error on June, Petty Officer ***’s checking account number ending in *** was erroneously debited for a returned deposit in the amount of $1,and assessed a $returned deposit fee. On June, we credited her *** checking in the amounts of $1,for the returned deposit and $for the return deposit fee. Tina S***, Assistant Supervisor, Savings and Checking Operations, contacted Petty Officer *** on June to apologize for the inconvenience and concern she may have been caused in this matter. MsS*** explained the cause of the error and the actions that were taken to correct it. On the same date, we credited Petty Officer ***’s *** checking in the amounts of $for the interest accrued on her Personal Expense loan account number ending in and $for the interest accrued on her *** Checking Line of Credit. If Petty Officer *** has any questions, she may contact MsS***, at ###-###-####, extension 70137, between the hours of 6:a.mto 2:p.m., Central time, Monday through Friday

This is in reference to complaint ID number ***, which was received by Navy Federal on January 2016, submitted by *** ***
We have researched *** ***’s concerns Due to the limited information provided in the complaint, we were unable to identify the cards
referenced However, from information provided to Navy Federal in a previous telephone conversation, we were able to identify a $Gift Card ending in account number ***, purchased on September The terms and conditions provided with the card at the time of purchase detail the activity requirements and fees associated with the card The back of the card also states “after consecutive months of no activity, the card will be charged $per month until the balance is depleted or the cardholder makes a purchase.” We have included a copy of the back of the card for reference
As a courtesy, we have refunded $to the Gift Card ending in account number We welcome the opportunity to issue a credit for the additional card which we have been unable to identify We request that *** *** contact Stacy S***, Senior Debit Card Services Specialist, 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 July from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of *** Navy Federal has thoroughly investigated our member’s concern***
***’s business checking account ending in number was opened on July On February 2016, *** *** reported a dispute with *** in the amount of $679.85, due to non-receipt of credit from the merchantNavy Federal sent *** *** a letter on February explaining that a provisional credit had been applied to her account, but may be removed should it be determined that no billing error had occurredOn February, we received a second dispute from *** *** regarding the same merchant in the amount of $241.41; at that time we again advised *** *** of the provisional credit Based on the information we requested and received from the merchant on *** ***’s behalf, we determined that no billing error had occurred. We sent subsequent notifications on March and March regarding both claims advising *** *** that without additional information supporting her claims, we would be closing them and reversing the provisional credits in days. Due to non-receipt of supporting documentation, we reversed the provisional credits on March and March respectively, which caused her account to become overdrawn. We advised her of her negative balance via letter on April. *** ***’s account was charged two $fees for returned items as a result of her negative balance *** credited *** ***’s business debit card account on July in the amount of $219.65, and Navy Federal was advised by our member that the remainder of the disputed amount was given to her by *** as a *** credit; therefore, the dispute has been resolvedAs a courtesy, Navy Federal refunded the returned item fees of $to her business checking account ending in 600, as well as a $miscellaneous fee that may have been charged by *** as a late feeThis represents all of the fees that have been assessed to her business account *** ***’s business checking account remains overdrawn in the amount of $606.24; this amount was charged to our reserves as a loss to the credit union on May We would welcome the opportunity to work with our member to make payment arrangements for the remaining overdrawn balance of the accountShe may contact a Collections Counselor at ###-###-####, extension ***, between the hours of 8:a.mand 6:p.m., Eastern time, Monday through Friday
The following references the complaint we received on
July from the Revdex.com on behalf of Navy Federal member
*** ** ***. The complaint was
assigned an ID number of ***
Navy Federal has thoroughly investigated our member’s
concern*** ***’s business
checking account ending in number was opened on July On February 2016, *** *** reported a
dispute with *** in the amount of $679.85, due to non-receipt of credit from
the merchantNavy Federal sent *** *** a letter on February explaining that a provisional credit had been
applied to her account, but may be removed should it be determined that no
billing error had occurredOn
February, we received a second dispute from *** *** regarding the same
merchant in the amount of $241.41; at that time we again advised *** ***
of the provisional credit
Based on the information we requested and received from the
merchant on *** ***’s behalf, we determined that no billing error had
occurred. We sent subsequent
notifications on March and March regarding both claims advising *** *** that without additional information supporting her claims, we would
be closing them and reversing the provisional credits in days. Due to non-receipt of supporting
documentation, we reversed the provisional credits on March and March
respectively, which caused her account to become overdrawn. We advised her of her negative balance via
letter on April. *** ***’s
account was charged two $fees for returned items as a result of her negative
balance
*** credited *** ***’s business debit card account
on July in the amount of $219.65, and Navy Federal was advised by our member
that the remainder of the disputed amount was given to her by *** as a
*** credit; therefore, the dispute has been resolvedAs a courtesy, Navy Federal refunded the returned
item fees of $to her business checking account ending in 600, as well as
a $miscellaneous fee that may have been charged by *** as a late feeThis represents all of the fees that have been
assessed to her business account
*** ***’s business checking account remains overdrawn
in the amount of $606.24; this amount was charged to our reserves as a loss to
the credit union on May We
would welcome the opportunity to work with our member to make payment
arrangements for the remaining overdrawn balance of the accountShe may contact a Collections Counselor at
###-###-####, extension ***, between the hours of 8:a.mand 6:p.m.,
Eastern 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

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 ***. According to our records, our member requested to close her personal account on
August 2015. Subsequently, her checking account was closed on August and her savings account was closed on August 2015. *** *** updated her address on August 2015. We also received a request from our member to close her business account on August 2015. As a result, her Business Checking account was closed on August and her Business Savings account was closed on August 2015. Consequently, a share withdrawal check was sent to our member on August 2015. Follquestions should be directed to Juliane D**, Supervisor, Membership Operations, by calling ###-###-####.

The following references the complaint we received on
October from the Revdex.com on behalf of Navy Federal member Anthony JBuckland. The
complaint was assigned an ID number of ***.We have reviewed *** *** concerns related to his
request to reestablish
accounts with Navy FederalJuliane D**, Supervisor,
Membership Operations, spoke with *** *** on October regarding this
matterAs MsD** advised, we are able to reopen *** ***
Navy Federal savings account, and can process his request to be added as joint
owner to his wife’s account, upon our receipt of a completed Change of
Information form for the accountHowever, certain restrictions placed on the
accounts when *** *** line of credit account was charged off will remain
in effectAs a result of these restrictions, we will be unable to issue *** *** a debit card for his reestablished account.Should he have further questions, *** *** may
contact MsD** by calling ###-###-####

[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: There was more than enough time and phone calls made to the credit union to stop excess over draft feesI spoke with at least representatives that were playing the I'm not at liberty to discuss the account with you because my name isn't on the account so at least half of those fees could have been avoided if not all so I'm bi satisfied with this response.
Regards,
*** ***

The following references the complaint we received on August from the Revdex.com on behalf of *** ***. The complaint was assigned an ID number of *** We have thoroughly researched Ms***’s concerns. Ms***’s checking account was opened on
September 2012, but became a loss to our membership due to an overdrawn balance on July 2013. Ms*** remains responsible for the outstanding balance Our records show that Ms*** contacted us on August to discuss payment arrangements for her account. We have sent copies of her account statements to Ms***’s address of record. If she has any further questions or if she wishes to reestablish her membership and savings account, she may contact the Recoveries Branch, at *** *** *** between the hours of 8:a.mand 6:p.m., Eastern time, weekdays

The following references the complaint we received on March from the Revdex.com on behalf of *** ***. The complaint was assigned an ID number of *** Navy Federal has thoroughly reviewed *** ***’s concerns. Our records show *** ***’s ***
account was opened on August 2017. Navy Federal received one payment in the amount of $on October 2017, which satisfied *** ***’s payment due for September 2017. The account was closed on December due to nonpayment and has an outstanding balance of $78.15. *** *** is responsible for the repayment of the outstanding credit card account balance. However, we have also determined, based on our investigation, to request that the credit reporting agencies delete the tradeline from her credit file Our Security Department completed a thorough investigation and *** ***’s accounts will remain restricted Should *** *** have additional questions or wish to discuss her repayment options, she may contact our Collections Department at ###-###-####, extension ***, between the hours of 8:a.mand 7: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 as Answered]
Complaint: ***
I am rejecting this response because: What they are saying isn't true I've reviewed my recordings of the calls and have came to a different conclusion All of the calls, including the one from Pensacola, Florida They are simply lying I give up I hope they fail If they would have never sold my mortgage, which they promised me they never have or never would do, part of the problem would be solved I'm glad as a Nurse of many years, I never treated a patient the way they have treated me
Regards,
*** ***

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 concern Through Petty Officer ***’s membership agreement and consumer loan Promissory Note, Petty
Officer *** was provided express notice of Navy Federal’s statutory lien in Navy Federal share accounts to the extent of any loan made and any charges payable Petty Officer ***’s consumer loan was past due for the September and October payments and, on November, funds were transferred to the delinquent loan in accordance with our member’s signed Promissory Note Our member’s next loan payment was due on November Although our member’s request to revert funds from the loan account was denied, we provided assistance by granting a 61-day extension which brought the account to a current status
We have listened to the telephone call in question and concluded that our representative acted in a professional manner
If Petty Officer *** has any questions, she may contact Tarsha T***, Assistant Manager, Collections, 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 April from the Revdex.com on behalf of Navy Federal member *** ***The complaint was assigned an ID number of ***
We have reviewed Mr***’s concerns and have reached out to him to discuss this
matterOn April, the section manager of our *** ***’s Mortgage branch spoke with our member to explain the requirements for the re-inspection of the property and to let Mr*** know that Navy Federal would cover the cost of this re-inspectionWe regret the frustration our member experienced in this situation, and we counseled the loan officer involved to prevent a recurrence of these events
We appreciate Mr***’s allowing us the opportunity to address these issues

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 *** We have thoroughly researched *** ***’s concern. Vivian B***, Savings
and Checking Operations Specialist, attempted to contact *** *** three times on October but was only successful in leaving voicemails for him. Our records indicate that a stop payment was placed on any Automated Clearing House (ACH) debits payable to Planet Fitness on October 2016, and *** ***’s account was charged a $stop payment fee. The stop payment is valid for one year and is set to expire on October 2017. Despite placing a stop payment on the ACH debit to Planet Fitness, our member still needs to contact the debiting company directly to revoke any debit authorizations, and to request that any preauthorized debits be discontinued When ACH debits are presented for payment, Navy Federal is required to process them immediately. We are unable to hold them until sufficient funds are available to honor them. A returned item may be presented again by the payee’s financial institution until the item has been paid. Each time an item is presented for payment and returned for insufficient funds, *** ***’s checking account will be charged a fee of $the next business day As indicated in the attached Schedule of Fees and Charges brochure, non-sufficient funds fees for checks and ACH debits are $29.00. We have determined that the fees are not the result of a Navy Federal error and that the fees charged are valid. However, we have refunded a total of $in returned item fees. To avoid similar circumstances in the future, we suggest our member ensures that sufficient funds are on deposit before he authorizes any ACH debits Navy Federal has several overdraft protection programs. Should *** *** wish information concerning the programs or have any questions, he may contact MsB*** at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through FridayTell us why here

The following references the complaint we received on April from the Revdex.com on behalf of Navy Federal member *** ** ***, also known as *** ***. The complaint was assigned an ID number of *** We have thoroughly researched our member’s concerns.
Our records indicate that Ms***’ credit card account ending in *** had an outstanding balance, which was charged to our reserves on July due to non-payment. Her consolidation loan had an outstanding balance which was charged to our reserves due to non-payment. Ms***’ accounts were in a charge-off status before she filed for Chapter bankruptcy protection; therefore, that status will remain on her credit report in addition to the bankruptcy status We have verified that Ms***’ accounts are reported correctly with the four major credit reporting agencies; therefore, no adjustment is required. We report accurate data and cannot remove any accurately reported information If Ms*** would like to discuss this matter further, she may contact us anytime at *** *** Tell us why here

This is in reference to complaint ID number ***, which was received by Navy Federal on September 2016, submitted by our member, *** ** ***
We have thoroughly researched the concerns presented in our member’s complaintOn August, *** *** telephoned our Contact Center and
was properly informed on each of Navy Federal’s credit card productsOur member was then asked which credit card he would like to apply for*** *** chose to apply for Navy Federal’s cashRewards ***; he provided his authorization for a credit inquiry to determine creditworthiness
Through our review of this matter, we concluded that our representative correctly followed proceduresThe decline of *** ***’s credit card request was justified and accurate based on our underwriting criteria for these productsThe credit inquiry will remain on his credit bureau reportWe regret a more favorable decision could not be reached
If *** *** has any questions, he may contact Kirstie L***, Supervisor, Contact Center Resolution, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Eastern 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 ***
Abigail L***, Ballston Branch Manager, attempted to contact *** *** via telephone; however,
she was unsuccessful Navy 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 review Once 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 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 reviewed the concerns presented in Ms***’s complaintAccording to our records,
our member submitted a debit card fraud claim totaling $on March and we determined that no error had occurredA letter advising Ms*** of the outcome of our investigation was sent to her address of recordOur records do reflect that our member contacted us to discuss her claim following the decision, and our representatives have left several messages for Ms*** in response. Should Ms*** have additional questions, or if she would like to receive a copy of the information used during our investigation, she may call MsD***, Supervisor, Card Fraud Prevention, at ###-###-####MsD*** is available between the hours of 7:a.mand 4:p.m., weekdays. We note that Ms***’s name is reflected in our records as *** M***-CrossShould she wish to update the name we have on file, she may visit our website at navyfederal.org to print the necessary forms to complete and return to usShe may also call our Contact Center hours a day, seven days a week to request the forms, at 1-888-***-*** (6328)

The following references the complaint we received on August from the Revdex.com on behalf of *** ** ***. The complaint was assigned an ID number of *** Navy Federal has thoroughly reviewed our member’s concern. We require specific documentation
to comply with requirements in verifying identity and establishing membership eligibility. *** *** was made aware of these requirements, and submitted the necessary documentation on August 2016. *** ***’s application has been approved and on September his membership with Navy Federal was established Should *** *** have any questions, he may contact Robert S***, Assistant Vice President, Security Operations, at -1-888-842-NFCU (6328), between 8:a.mand 5:p.m., Eastern time, weekdaysTell us why here

[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 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