This is in reference to the follcomplaint we received on May from the Revdex.com on behalf of Navy Federal member [redacted] ***. The complaint was originally assigned an ID number of [redacted] . Navy Federal has reviewed our records of [redacted] ***’ used vehicle loan. A copy of his signed Promissory Note has been mailed to the address provided.
[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: [redacted] I am rejecting this response because: Thank you for the responseFirst I would like to address the credit reportingPer multiple recorded phone calls the counsellor has advised that there is no reporting to the credit agencies after the charge off is completedI find this to be due to the fact that each credit report has my payment history for each payment being made since beginning my repayment planI have been advised that the accounts only report when they have been paid in full, which is also falseCan you please address the misrepresentation from multiple counsellors in regards to the credit reporting? Also, I have no voicemails from 1/5/from anyone and more specifically from anyone with NFCU so the information that I was contacted and a voicemail was left is falseAs recent as 1/16/18, I received notification that there were changes on my [redacted] and [redacted] report in regards to NFCUUpon viewing the notification for the [redacted] account, of the debts have been reopened with the 3rd remaining closedI am showing different variations of reporting across the major agenciesBelow is info from the [redacted] report for the signa**re loans showing the account is open and the last payment datePayment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/days late0/0/0 Payment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/days late0/0/0Secondly, I would like clarification as to why I am not eligible under the CFPB consentMore specifically the sections below- Misrepresented credit consequences of falling behind on a loan-Illegally froze members’ access to their accounts I would also request that you review the recorded call between myself and "Mr [redacted] " from approxJuly It would be the first set of calls where I called to set up a payment planI called multiple times in the same dayFirst to set up a payment plan for $each check, then called back to try changing it to $but was advised that was not a large enough paymentI agreed to stretch to $and was advised that there was no way for the first $payments to be changed because they were "already submitted" even though it would be approxweeks for the first one and weeks for the 2nd oneI find this as being deceptiveThe payments could have been changed Requests: Again, I request that my credit reporting be reviewed and adjusted to "No Info Reported" for each month after the charge offs and going forward Regards, [redacted]
The following references the complaint we received on August 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. New accounts were opened for her on July when we were advised that Mrs [redacted] 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 [redacted] 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 [redacted] 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 [redacted] , which was received by Navy Federal on July, submitted by our member [redacted] We have thoroughly researched the concerns presented in our member’s complaint Navy Federal prides itself on quality member service and we appreciate feedback when this has not occurred It concerns us that there was difficulty locating [redacted] ***’s faxed documentation and we regret any breakdown in communication between us and our member We are researching this situation to determine the nature of the error so that it can be addressed and avoided in the future Through our review of this matter, we determined that Navy Federal acted appropriately with the initial restriction of [redacted] ***’s accounts Once [redacted] ***’s documentation was received and reviewed, his Checking Line of Credit was unfrozen and is currently available for use On July, Robin L**, Assistant Manager, Consumer Lending Portfolio, attempted to contact [redacted] regarding his concerns, but was only able to leave a voicemail [redacted] ***’s Navy Federal [redacted] Signature [redacted] credit card account has been reinstated He may continue use of the current card in his possession We sincerely regret any frustration and inconvenience that [redacted] may have encountered during his attempts to resolve this matter If [redacted] has any questions, he may contact MsL**, 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 August 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. On June, [redacted] requested that we increase the credit limit of her shares secured [redacted] credit card account to $2,700.00. The credit limit increase was approved and the appropriate hold was placed on the additional funds in her savings account. On August and August, our member spoke with representatives regarding a payment plan to repay an over-limit amount on her credit card account and the funds on hold to secure the credit limit on the account. The amount of the hold was not increased when the account exceeded the approved credit limit, nor were any additional holds placed on any other accounts. The hold on the shares-secured funds for the credit limit of $2,will remain in place for the duration of the credit card balance. Once the balance is reduced, [redacted] may request a lower credit limit and the appropriate portion of funds in her savings account would be released If she has any questions, [redacted] may contact John P [redacted] , Assistant Manager, Credit Card Servicing, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
[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]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2015, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint On 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
[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: [redacted] I am rejecting this response because it is the same answer I received when I originally made the complaint It is essentially comes to sorry for the misinformation, but we are not willing to do anything outside our existing framework to assist The only change that I have seen is the website now clearly indicates that DDNP is required versus just Direct Deposit I still received conflicting information with respect to the Flagship Checking Website states Direct Deposit and two different people have told me two different answers (i.e., net pay versus no net pay required, but to be fair the resolution rep has been consistent in telling me it is net pay) I have a call in to the supervisor stated in the last response However, I am confident I will be told the same information again No where in this process has Navy Federal Credit Union accepted responsibility for their mistake other than to say so sorry A $gift card is a nice gesture, but is a temporary fix to a long term issue as long as I have a checking account When I am given a response other than "it is the consumer's choice to fix the problem," perhaps then I will be willing accept a response Regards, [redacted]
Thefollowing references the complaint we received on July from the BetterBusiness Bureau on behalf of Navy Federal member [redacted] J [redacted] The complaint was assigned an ID number of [redacted] NavyFederal has reviewed our member’s concernsThe Manager and Regional Manager of our Mortgage Operations Branch spokewith Mr [redacted] on July and July to discuss this matter On 22April, when Mr [redacted] applied for a mortgage loan, his application reflectedhis active duty pay; however, on April, he advised our representative thathe would be separating from the U.SMarine Corps Once we received a letter from his newemployer stating his projected monthly salary, we found that our member’sdebt-to-income ratio was outside of our lending guidelines At that point, we were unable to approve amortgage for Mr [redacted] As acourtesy, we refunded the $fee that Mr [redacted] had paid for therequired property appraisal Asour team members discussed with Mr [redacted] , Navy Federal did not require ahome inspection In light of this, wewill not be reimbursing him for the home inspection costs
[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: [redacted] I am rejecting this response because: I have done what the bank has told me to do by contacting my local police, and I have done what's local police have told me to do by contacting my bank about this matterUnless navy federal navy federal investigation involved calling the merchant and checking cameras or even speaking with their members as to why I made a card fraud claim then the protocol is incompetent Regards, [redacted]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding her vehicle repossessionThrough our review of this matter, we concluded that Navy Federal mailed [redacted] an intent to repossess notice We have been working to resolve this matter with [redacted] and a portion of the costs associated with the repossession were waived [redacted] was not required to remit the upcoming payment in order to retrieve her vehicleThe fee associated with the piof her personal belongings is not a Navy Federal cost and will need to be addressed with the repossession agencyWe previously sent the requested information pertaining to the past due amounts and the required retrieval fees separately to [redacted] ; an additional copy is being mailed to her address of record We will not request a change to her credit report as all data reported concerning the vehicle is accurate; the delinquent payment history will remain on the reportShould [redacted] obtain any supporting documentation that would substantiate a correction to the reporting of this account, she may fax it to us at [redacted] ***, Attention: Credit Bureau Reporting/Disputes If [redacted] has any questions, she may contact Karen C [redacted] , Manager, Repossession, at ###-###-####, extension ***, between the hours of 8:a.mto 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] .Navy Federal has thoroughly investigated our member’s claim We have determined that there was no Navy Federal error concerning the return of the check for $1, Our member remains responsible for the overdraft which resulted from the return of the item We suggest that he pursue legal action against the drawer of the check.We have reimbursed the funds deducted from the minor children’s accounts, on which [redacted] is a joint owner, that were removed to help defray a portion of the overdraft.Should he have any questions, [redacted] may contact Charles G [redacted] , Supervisor, Financial Crimes and Risk, at ###-###-#### between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on December 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 concernsOur records note that based on the member’s checking account balance, on March a Member Service Representative (MSR) recommended that the member switch her checking account to a Flagship Checking account in order to accrue dividends at a higher annual percentage yieldThe member agreed and the account type was changedOn July, another MSR recognized that the member’s balance had dropped below the minimum balance amount needed to avoid a monthly service fee and suggested that the member switch checking accountsThe member again agreed and her account type was changed We have reviewed Ms [redacted] ’s claim regarding the [redacted] transactionsWe have made a provisional credit of $to her checking account in the amount of the transactions and have initiated an investigation to determine whether the transactions were unauthorizedIf the investigation determines that the transactions were unauthorized, the provisional credit will be made permanentShould she have any questions concerning our review of the transactions, she may call Priscilla L***, Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension ***, between 7:a.mand 3:p.m., Central time, weekdays As a courtesy, we have refunded the stop payment fee as well as additional feesIf our member has any questions, she may contact Navy Federal anytime at ###-###-####
[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] ***
The following references the complaint we received on January from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concerns On August 2017, [redacted] contacted us and requested to close his [redacted] Signature GO REWARDS credit card account The account is closed with a zero balance We have submitted a request to the four nationwide credit reporting agencies to report the account as paid off and closed at the member’s request and requested the necessary adjustments be made to his credit report Please note that it may take up to days for the updates to reflect in [redacted] ***’s credit file If [redacted] has additional questions, he may contact our Thi T*, Business Operations Specialist, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, weekdays
The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concerns [redacted] ’s credit card payment of $was initiated on March at 4:p.m., Eastern time; however, the payment did not post to the account until March due to an unexpected delay in processing As noted in our member’s monthly credit card statement, the payment due date is the third of each month and the statements for the account are prepared on the sixth of each month In the interest of member service, we have sent an update to the nationwide credit reporting agencies to reflect [redacted] ’s credit card balance as zero as of March If [redacted] has any questions, she may contact Thi T*, Business Operations Specialist, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on June from the Revdex.com on behalf of Navy Federal member [redacted] ***. The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns. Because we are a federal credit union, we are allowed to extend membership only to persons who fall within our field of membership, as approved by the National Credit Union Administration, which regulates federal credit unions. We must confirm that a prospective member is within our field of membership, and sometimes require additional documentation in order to verify this information and his or her identityAs a courtesy, however, we have taken action to allow [redacted] to make loan payments electronically. She may also make payments via mail or in person at a branch office Should she have any questions, [redacted] may call Lisa T [redacted] , Membership Officer, at ###-###-####, extension ***
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2017, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint On December Ms [redacted] deposited a check via our Scan & Mobile Deposits service Proper procedure was followed in placing a hold on the release of funds On the same date, our representative advised Ms [redacted] of the hold placed on the item The funds were made available on January Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times and we regret that this is not consistent with Ms***’ experience We will use this experience to educate our staff and help ensure other members do not have similar experiences If Ms [redacted] has any questions, she may contact [redacted] , [redacted] Security Operations Center, at [redacted] between the hours of 8:a.mto 5:p.m., Eastern 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]
The following references the complaint we received on July 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. On August, Kristen J [redacted] , Personal Finance Specialist, attempted to contact [redacted] ; however, she was only successful in leaving a message. When a member makes only the minimum payment on a credit card account, interest is accrued on the outstanding balance. If the member continues to use the card for purchases, liquidating the outstanding balance will become more difficult. Our members’ credit card statements provide information concerning the repayment of the balance, including the number of months needed to liquidate the balance by making only the minimum monthly paymentFurthermore, the statements also give an example of the number of months needed to repay the balance by making a larger payment each month. If possible, increasing her monthly payments would allow [redacted] to liquidate her [redacted] balance in a shorter period of time. [redacted] seems to be experiencing financial difficulty. She may call our Personal Finance Management team to discuss payment options which may be available to her. Our staff is available between 8:a.mand 7:p.m., Central time, weekdays; the toll-free number is ###-###-####
This is in reference to the follcomplaint we received on May from the Revdex.com on behalf of Navy Federal member [redacted] ***. The complaint was originally assigned an ID number of [redacted] . Navy Federal has reviewed our records of [redacted] ***’ used vehicle loan. A copy of his signed Promissory Note has been mailed to the address provided.
[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: [redacted] I am rejecting this response because: Thank you for the responseFirst I would like to address the credit reportingPer multiple recorded phone calls the counsellor has advised that there is no reporting to the credit agencies after the charge off is completedI find this to be due to the fact that each credit report has my payment history for each payment being made since beginning my repayment planI have been advised that the accounts only report when they have been paid in full, which is also falseCan you please address the misrepresentation from multiple counsellors in regards to the credit reporting? Also, I have no voicemails from 1/5/from anyone and more specifically from anyone with NFCU so the information that I was contacted and a voicemail was left is falseAs recent as 1/16/18, I received notification that there were changes on my [redacted] and [redacted] report in regards to NFCUUpon viewing the notification for the [redacted] account, of the debts have been reopened with the 3rd remaining closedI am showing different variations of reporting across the major agenciesBelow is info from the [redacted] report for the signa**re loans showing the account is open and the last payment datePayment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/days late0/0/0 Payment HistoryLast paymentJan 5, 2018Current Payment Sta**sIn Collections/Charge-offWorst Payment Sta**sNo InfoAccount DetailsAccount sta**sOpenTypeUnsecured LoanResponsibilityIndividualRemarksCharged off as bad debtTransferred to recoverTimes 30/60/days late0/0/0Secondly, I would like clarification as to why I am not eligible under the CFPB consentMore specifically the sections below- Misrepresented credit consequences of falling behind on a loan-Illegally froze members’ access to their accounts I would also request that you review the recorded call between myself and "Mr [redacted] " from approxJuly It would be the first set of calls where I called to set up a payment planI called multiple times in the same dayFirst to set up a payment plan for $each check, then called back to try changing it to $but was advised that was not a large enough paymentI agreed to stretch to $and was advised that there was no way for the first $payments to be changed because they were "already submitted" even though it would be approxweeks for the first one and weeks for the 2nd oneI find this as being deceptiveThe payments could have been changed Requests: Again, I request that my credit reporting be reviewed and adjusted to "No Info Reported" for each month after the charge offs and going forward Regards, [redacted]
The following references the complaint we received on August 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. New accounts were opened for her on July when we were advised that Mrs [redacted] 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 [redacted] 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 [redacted] 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 [redacted] , which was received by Navy Federal on July, submitted by our member [redacted] We have thoroughly researched the concerns presented in our member’s complaint Navy Federal prides itself on quality member service and we appreciate feedback when this has not occurred It concerns us that there was difficulty locating [redacted] ***’s faxed documentation and we regret any breakdown in communication between us and our member We are researching this situation to determine the nature of the error so that it can be addressed and avoided in the future Through our review of this matter, we determined that Navy Federal acted appropriately with the initial restriction of [redacted] ***’s accounts Once [redacted] ***’s documentation was received and reviewed, his Checking Line of Credit was unfrozen and is currently available for use On July, Robin L**, Assistant Manager, Consumer Lending Portfolio, attempted to contact [redacted] regarding his concerns, but was only able to leave a voicemail [redacted] ***’s Navy Federal [redacted] Signature [redacted] credit card account has been reinstated He may continue use of the current card in his possession We sincerely regret any frustration and inconvenience that [redacted] may have encountered during his attempts to resolve this matter If [redacted] has any questions, he may contact MsL**, 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 August 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. On June, [redacted] requested that we increase the credit limit of her shares secured [redacted] credit card account to $2,700.00. The credit limit increase was approved and the appropriate hold was placed on the additional funds in her savings account. On August and August, our member spoke with representatives regarding a payment plan to repay an over-limit amount on her credit card account and the funds on hold to secure the credit limit on the account. The amount of the hold was not increased when the account exceeded the approved credit limit, nor were any additional holds placed on any other accounts. The hold on the shares-secured funds for the credit limit of $2,will remain in place for the duration of the credit card balance. Once the balance is reduced, [redacted] may request a lower credit limit and the appropriate portion of funds in her savings account would be released If she has any questions, [redacted] may contact John P [redacted] , Assistant Manager, Credit Card Servicing, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
[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]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2015, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint On 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
[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: [redacted] I am rejecting this response because it is the same answer I received when I originally made the complaint It is essentially comes to sorry for the misinformation, but we are not willing to do anything outside our existing framework to assist The only change that I have seen is the website now clearly indicates that DDNP is required versus just Direct Deposit I still received conflicting information with respect to the Flagship Checking Website states Direct Deposit and two different people have told me two different answers (i.e., net pay versus no net pay required, but to be fair the resolution rep has been consistent in telling me it is net pay) I have a call in to the supervisor stated in the last response However, I am confident I will be told the same information again No where in this process has Navy Federal Credit Union accepted responsibility for their mistake other than to say so sorry A $gift card is a nice gesture, but is a temporary fix to a long term issue as long as I have a checking account When I am given a response other than "it is the consumer's choice to fix the problem," perhaps then I will be willing accept a response Regards, [redacted]
Thefollowing references the complaint we received on July from the BetterBusiness Bureau on behalf of Navy Federal member [redacted] J [redacted] The complaint was assigned an ID number of [redacted] NavyFederal has reviewed our member’s concernsThe Manager and Regional Manager of our Mortgage Operations Branch spokewith Mr [redacted] on July and July to discuss this matter On 22April, when Mr [redacted] applied for a mortgage loan, his application reflectedhis active duty pay; however, on April, he advised our representative thathe would be separating from the U.SMarine Corps Once we received a letter from his newemployer stating his projected monthly salary, we found that our member’sdebt-to-income ratio was outside of our lending guidelines At that point, we were unable to approve amortgage for Mr [redacted] As acourtesy, we refunded the $fee that Mr [redacted] had paid for therequired property appraisal Asour team members discussed with Mr [redacted] , Navy Federal did not require ahome inspection In light of this, wewill not be reimbursing him for the home inspection costs
[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: [redacted] I am rejecting this response because: I have done what the bank has told me to do by contacting my local police, and I have done what's local police have told me to do by contacting my bank about this matterUnless navy federal navy federal investigation involved calling the merchant and checking cameras or even speaking with their members as to why I made a card fraud claim then the protocol is incompetent Regards, [redacted]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on June 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding her vehicle repossessionThrough our review of this matter, we concluded that Navy Federal mailed [redacted] an intent to repossess notice We have been working to resolve this matter with [redacted] and a portion of the costs associated with the repossession were waived [redacted] was not required to remit the upcoming payment in order to retrieve her vehicleThe fee associated with the piof her personal belongings is not a Navy Federal cost and will need to be addressed with the repossession agencyWe previously sent the requested information pertaining to the past due amounts and the required retrieval fees separately to [redacted] ; an additional copy is being mailed to her address of record We will not request a change to her credit report as all data reported concerning the vehicle is accurate; the delinquent payment history will remain on the reportShould [redacted] obtain any supporting documentation that would substantiate a correction to the reporting of this account, she may fax it to us at [redacted] ***, Attention: Credit Bureau Reporting/Disputes If [redacted] has any questions, she may contact Karen C [redacted] , Manager, Repossession, at ###-###-####, extension ***, between the hours of 8:a.mto 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] .Navy Federal has thoroughly investigated our member’s claim We have determined that there was no Navy Federal error concerning the return of the check for $1, Our member remains responsible for the overdraft which resulted from the return of the item We suggest that he pursue legal action against the drawer of the check.We have reimbursed the funds deducted from the minor children’s accounts, on which [redacted] is a joint owner, that were removed to help defray a portion of the overdraft.Should he have any questions, [redacted] may contact Charles G [redacted] , Supervisor, Financial Crimes and Risk, at ###-###-#### between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on December 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 concernsOur records note that based on the member’s checking account balance, on March a Member Service Representative (MSR) recommended that the member switch her checking account to a Flagship Checking account in order to accrue dividends at a higher annual percentage yieldThe member agreed and the account type was changedOn July, another MSR recognized that the member’s balance had dropped below the minimum balance amount needed to avoid a monthly service fee and suggested that the member switch checking accountsThe member again agreed and her account type was changed We have reviewed Ms [redacted] ’s claim regarding the [redacted] transactionsWe have made a provisional credit of $to her checking account in the amount of the transactions and have initiated an investigation to determine whether the transactions were unauthorizedIf the investigation determines that the transactions were unauthorized, the provisional credit will be made permanentShould she have any questions concerning our review of the transactions, she may call Priscilla L***, Supervisor, Card Fraud Prevention Recovery, at ###-###-####, extension ***, between 7:a.mand 3:p.m., Central time, weekdays As a courtesy, we have refunded the stop payment fee as well as additional feesIf our member has any questions, she may contact Navy Federal anytime at ###-###-####
[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] ***
The following references the complaint we received on January from the Revdex.com on behalf of Navy Federal member [redacted] *** The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concerns On August 2017, [redacted] contacted us and requested to close his [redacted] Signature GO REWARDS credit card account The account is closed with a zero balance We have submitted a request to the four nationwide credit reporting agencies to report the account as paid off and closed at the member’s request and requested the necessary adjustments be made to his credit report Please note that it may take up to days for the updates to reflect in [redacted] ***’s credit file If [redacted] has additional questions, he may contact our Thi T*, Business Operations Specialist, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, weekdays
The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concerns [redacted] ’s credit card payment of $was initiated on March at 4:p.m., Eastern time; however, the payment did not post to the account until March due to an unexpected delay in processing As noted in our member’s monthly credit card statement, the payment due date is the third of each month and the statements for the account are prepared on the sixth of each month In the interest of member service, we have sent an update to the nationwide credit reporting agencies to reflect [redacted] ’s credit card balance as zero as of March If [redacted] has any questions, she may contact Thi T*, Business Operations Specialist, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on June from the Revdex.com on behalf of Navy Federal member [redacted] ***. The complaint was assigned an ID number of [redacted] Navy Federal has reviewed our member’s concerns. Because we are a federal credit union, we are allowed to extend membership only to persons who fall within our field of membership, as approved by the National Credit Union Administration, which regulates federal credit unions. We must confirm that a prospective member is within our field of membership, and sometimes require additional documentation in order to verify this information and his or her identityAs a courtesy, however, we have taken action to allow [redacted] to make loan payments electronically. She may also make payments via mail or in person at a branch office Should she have any questions, [redacted] may call Lisa T [redacted] , Membership Officer, at ###-###-####, extension ***
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2017, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint On December Ms [redacted] deposited a check via our Scan & Mobile Deposits service Proper procedure was followed in placing a hold on the release of funds On the same date, our representative advised Ms [redacted] of the hold placed on the item The funds were made available on January Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times and we regret that this is not consistent with Ms***’ experience We will use this experience to educate our staff and help ensure other members do not have similar experiences If Ms [redacted] has any questions, she may contact [redacted] , [redacted] Security Operations Center, at [redacted] between the hours of 8:a.mto 5:p.m., Eastern 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]
The following references the complaint we received on July 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. On August, Kristen J [redacted] , Personal Finance Specialist, attempted to contact [redacted] ; however, she was only successful in leaving a message. When a member makes only the minimum payment on a credit card account, interest is accrued on the outstanding balance. If the member continues to use the card for purchases, liquidating the outstanding balance will become more difficult. Our members’ credit card statements provide information concerning the repayment of the balance, including the number of months needed to liquidate the balance by making only the minimum monthly paymentFurthermore, the statements also give an example of the number of months needed to repay the balance by making a larger payment each month. If possible, increasing her monthly payments would allow [redacted] to liquidate her [redacted] balance in a shorter period of time. [redacted] seems to be experiencing financial difficulty. She may call our Personal Finance Management team to discuss payment options which may be available to her. Our staff is available between 8:a.mand 7:p.m., Central time, weekdays; the toll-free number is ###-###-####