This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint Through our review of this matter, we concluded that there was no loss of funds from Ms [redacted] October online check deposit As we advised our member via our reply to her eMessage inquiry on October, the funds from the online check deposit were available in her account on October We received and processed the paper check on October However, due to Ms [redacted] entering an incorrect check number, our system automatically reversed and reapplied the online deposit with the correct check information The $received on October was unaffected If Ms [redacted] has any questions, she may contact us at [redacted] , hours a day, days a week
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 reviewed our member’s concerns On November, Renee G [redacted] , Assistant Supervisor, Collections, attempted to contact [redacted] to advise him that we will be glad to credit an outside account in his name with the overpayment of $he made at Navy Federal Online Account Access However, she was unsuccessful in reaching him We therefore ask that [redacted] call Tarsha T***, Assistant Manager, Mid Stage Collections, to make arrangements for the funds transfer Ms T [redacted] can be reached at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
? The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] ***.? The complaint was assigned an ID number of [redacted] .? Navy Federal has thoroughly reviewed [redacted] ***’s concern.? [redacted] was added as an authorized user on June to [redacted] ’s [redacted] account.? ? On October 2016, [redacted] was removed from the credit card account ending in [redacted] and this change in status has been submitted to the credit bureaus.? It may take up to days for the update to be completed [redacted] ***’s credit report will continue to reflect the tradeline concerning the [redacted] account.? As an authorized user, [redacted] was never responsible for the repayment of the credit card balance? Should [redacted] have any questions, please contact Joanna W***, Supervisor, Credit Card Servicing, at ###-###-####, extension ***, between 7:a.mand 3:p.m.,Central time, weekdays?
[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:I filed a complaint a few months ago and Navy federal responded and said the item would be correctedI pulled my [redacted] 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, [redacted]
The following references the complaint we received on November 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 On October 2016, Ms [redacted] reported a debit card dispute with [redacted] Rent-A-Car, advising that the merchant did not provide services for the amount charged We have determined that Ms [redacted] entered into a car rental contract on August with [redacted] Car Rental using her Navy Federal debit card to settle any car rental charges [redacted] Car Rental charged her debit card for an additional charge related to her rental The transaction posted to our member’s account on October under the merchant name “ [redacted] Rent-A-Car” due to a partnership between the two car rental companies We attempted to contact Ms [redacted] on November, but were only able to leave her a voicemail We followed up that day with a letter explaining in detail the circumstances of her case and our decision for denial The case remains closed at this time If Ms [redacted] has any questions, she may contact Catherine S [redacted] , Debit Card Dispute Resolution Specialist, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday-Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on February 2016, submitted by our member, [redacted] *** We have researched our member’s concernsMatthew K***, Contact Center Resolution Specialist, attempted to contact [redacted] on and February; however, he was only able to leave a voicemail message [redacted] contacted Navy Federal on November to refinance her vehicle in her husband’s nameShe was advised that a Power of Attorney would need to be submitted to complete the request on another member’s account We note that Automated Clearing House transactions from [redacted] Bank are debited from [redacted] ***’s individual checking accountOnline access to her account was not restricted, and no non-sufficient funds fees were assessed to the account as a result of this matter Due to the limited information provided in [redacted] ***’s complaint, we are unable to identify the transaction to which she referred as unauthorizedWe request that she contact us with additional information so that we may research this matter further We have attached Navy Federal’s Online Account Access, Bill Pay, Popmoney, and Mobile Banking Disclosure, which may be used to add an authorized user to online account access if desiredIf [redacted] has any additional questions regarding this matter, she may contact MrK [redacted] at ###-###-####, extension ***, between the hours of 9:a.mand 5:p.m., Eastern time, Monday through Saturday (Flex-time)
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 investigated our member’s concern regarding his credit card account The credit card rate is based on the primary card holder’s credit files, including credit card account history at Navy Federal Factors such as, but not limited to, outstanding balances, payment amounts, payment frequency, and payment history may have been considered in the account review After careful review of [redacted] ’s account records, we determined that he does not currently qualify for a reduction in the existing interest rate at this time We appreciate our member’s attention to his finances and; we can assist with our free, confidential, and personal finance counseling A financial counselor can be reached directly at ###-###-####; additional information and resources can be found at navyfederal.org Should [redacted] have any additional questions he may contact Cynthia E [redacted] , Assistant Manager, Credit Card Lending, at ###-###-####, extension ***, between 7:a.mand 4:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on February 2016, submitted by our member, [redacted] We have thoroughly researched [redacted] ***’s concerns There were two credit bureau inquiries made; one related to [redacted] ***’s request for Navy Federal membership, and the other for credit approval of his submitted loan application As 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 [redacted] for the use of income verification related to his loan application were unacceptable due to inconsistencies Based on this information, Navy Federal was unable to extend credit approval at that time We regret a more favorable decision could not be reached If [redacted] has any questions, he may contact Janice RDillard, Supervisor, Loan Officer at [redacted] , extension ***, between the hours of 7:a.mto 4:p.m., Eastern time, Monday through Friday
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because even though I filed bankruptcy and the account had an outstanding balance, you still can not report the accounts as a charge off and included in bankruptcyIt is against the bankruptcy injunction and that is a law suit because you are reporting as inaccurate informationThere should not be any outstanding balance,and everything should be $outSaying you can not change the status is a complete lie, and I have talk to my attorney and you are reporting inaccurate informationAlso, I would like the verification method for these four bureaus you claim to consult Regards, Erica Cuff
The following references the follcomplaint 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.? Ms [redacted] contacted Mr [redacted] on January to advise that we are researching this matterAccording to our records, our member has two personal expense loans and a credit card account that were charged-off due to non-payment.? All three accounts have outstanding balances? As requested by our member, we have reviewed the telephone call that took place on August 2016, at 8:a.m., Eastern time, when our member initially contacted our Recoveries Branch.? Mr [redacted] agreed to pay $monthly through bi-weekly payments of $starting August 2016.? The same day, at 8:a.m., Eastern time, Mr [redacted] called back, requesting that the payment plan be adjusted from $to $monthly, beginning in September 2016.? There was no request to modify the payment that was already set to be debited on August ? We have reviewed our members Navy Federal tradelines with the four nationwide credit reporting agencies and verified that they are reporting correctly.? As we indicated in our previous response, once the account balances have been paid in full, we will update our member’s? credit file? to reflect the accounts as paid? Our member has asked for us information related to our recent agreement with the Consumer Financial Protection Bureau (CFPB).? We have confirmed that he is not within the population of members eligible for compensation under the CFPB settlement.? ? If Mr [redacted] has any questions, he may Mr [redacted] , at [redacted] between the hours of 8:a.mand 6:p.m., Central time, weekdaysTell us why here
The following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was assigned an ID number of 12004876.? Navy Federal has thoroughly reviewed our member’s concerns.? Our review determined that Ms [redacted] opted in to our Optional Overdraft Protection Service (OOPS) for her checking account on September 2015.? Our OOPS feature allows overdrafts on checking accounts, up to a limit of $500.00, to be paid.? Each time funds from OOPS are used, a $fee is assessed.? Navy Federal will only charge a maximum of three fees in one day; if overdrafts exceed three in a day, the account remains open, but no additional fees will be charged.? On each of the dates in question, Ms [redacted] had multiple debit card transactions post to her account, in addition to ATM withdrawals, which resulted in multiple OOPS fees.? Each fee charged to Ms [redacted] ’ checking account was valid.? We will not refund the valid fees that were charged.? If Ms [redacted] finds that OOPS is not suitable for her needs, she may opt out of the service at any time.? We encourage her to maintain a register of all of her transactions.? Should she have any questions, Ms [redacted] may call [redacted] , Savings and Checking Operations Specialist, at [redacted] ***, between 7:a.mand 4:p.m., Eastern time, weekdays
The following references the follcomplaint we received on July from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was originally assigned an ID number of [redacted] ? We have conducted a thorough review of [redacted] ’ loan application that was submitted on July via Navy Federal Online Account Access.? A Navy Federal system message was sent to [redacted] that advised her that if approved, her payment would be within a possible Annual Percentage Rate (APR) range, showing the lowest and highest possible APR based on the requested term; corresponding payments for each listed rate were shown.? The automated response also advised [redacted] that we were unable to provide the final APR at that time;? however, once the review of the finished application was complete, a final APR would be determined? On July 2016, Navy Federal contacted [redacted] to clarify the loan purpose.? [redacted] advised that the purpose was to consolidate debt;? therefore, the Member Service Representative updated the purpose of the loan to accurately reflect how the funds would be used.? However, the change in purpose had no bearing on the APR, and did not change the APR? A careful review of the loan history indicates that the APR for the initial purpose of a personal loan and final purpose of consolidation loan was the same.? Unfortunately, [redacted] did not qualify for the “as low as” APR that was initially provided in the APR range quoted upon submission of the online application.? ? Should [redacted] have any further questions, she may contact Robin L**, Assistant Manager, Consumer Lending Portfolio, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday Tell us why here
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on December 2015, submitted by our member, [redacted] We have thoroughly researched our member’s concerns Peter K***, Unit Supervisor, Collateral Control, spoke to Petty Officer [redacted] by telephone on December Navy Federal received an electronic title for the vehicle on November which accurately shows Navy Federal as lien holder The Annual Percentage Rate for the loan remains at the original rate of 5.89% If Petty Officer [redacted] has any questions, he may contact Therisa A***, Section Supervisor, Collateral Control, 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 January from the Revdex.com on behalf of Navy Federal member [redacted] ***The complaint was assigned an ID number of [redacted] Our representative was able to speak with [redacted] on February regarding the concerns presented in his complaintShe addressed his questions regarding the processing of his mortgage application and explained why some of his income information could not be considered to render a decision on his loan requestShe also assisted [redacted] with his concerns related to his accounts and our member identification process Our representative provided her direct phone number to [redacted] ***, and he should feel free to contact her if he has any additional concerns
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2015, submitted by our member, [redacted] ***.We have thoroughly researched the concerns presented in our member’s complaint regarding the title for his used vehicle loan.? Through our review of this matter, we concluded that our representatives correctly followed our lien recording procedures.? However, in an effort to resolve this issue, we have forwarded the necessary paperwork to the Virginia Department of Motor Vehicles to have Navy Federal listed as lien holder of the vehicle? The original loan terms have been reinstated, and all fees and interest which were assessed to the loan account have been removed.? We regret any inconvenience this matter has caused our member.If [redacted] has any questions, he may contact Carrie M [redacted] , Legal Liaison, at ###-###-####, extension 44926, between the hours of 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 thoroughly reviewed our member’s concerns.? On June 2016, [redacted] made two deposits at a Navy Federal ATM.? These deposits were made after the local cutoff time and therefore were not credited to her account until the next business day, June.? [redacted] ’s checking account number [redacted] was overdrawn at the close of business on June; therefore, three items presented for payment were paid under our Optional Overdraft Protection Service (OOPS) plan in which our member is enrolled.? Since the account balance was insufficient to honor the items, we paid them and charged a $fee for each item in accordance with the OOPS terms and conditions.? When [redacted] called Navy Federal, she was given an explanation and a $refund of one of the OOPS fees.? We have subsequently refunded the other two fees as a one-time courtesy.? ? Should she have any questions, [redacted] may call Patricia W***, Savings and Checking Operations Specialist, at ###-###-####, extension ***, between 6:a.mand 4:p.m., Monday, Wednesday, Thursday and? Friday
The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] The complaint was assigned an ID number of [redacted] We are thoroughly researching Mr [redacted] ’s concern regarding his new vehicle loan account ending in [redacted] with our optional Guaranteed Asset Protection (GAP) coverageWe will reach out to the member promptly upon completion of our investigation Should Mr [redacted] have any additional questions, he may contact Gina B***, Supervisor, Loan Protection Programs, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following is in response to the complaint we received on September from the Revdex.comon behalf of [redacted] ***The complaint was assigned an ID number of [redacted] .? ? According to our records, [redacted] filed a dispute regarding a credit card transaction [redacted] ***'s disputeinvolved the non-receipt of merchandiseWe have reviewed [redacted] ***'s case and issued a credit to her account for $as a member service courtesyOn 2October 2015, we left a message on our member’s phone number advising that we have issued a member service credit of $? Follquestions should be directed to Chasity W***, Supervisor, Credit Card Servicing, by calling ###-###-#### between the hours of 8:a.mand 4:p.m., Central time,Monday through Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on September 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaintOn August, [redacted] 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 [redacted] 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 [redacted] ’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 [redacted] has any questions, he may contact Kirstie L [redacted] , 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 April 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 On April, Therisa A***, Supervisor, Collateral Control, spoke with Ms [redacted] As a courtesy, we have refunded the $Department of Motor Vehicles fee We will investigate why the letter Ms [redacted] received reflected her checking account number rather than her savings account numberShould she have any questions, Ms [redacted] may call MsA [redacted] at ###-###-#### between 8:a.mand 4:p.m., Eastern time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint Through our review of this matter, we concluded that there was no loss of funds from Ms [redacted] October online check deposit As we advised our member via our reply to her eMessage inquiry on October, the funds from the online check deposit were available in her account on October We received and processed the paper check on October However, due to Ms [redacted] entering an incorrect check number, our system automatically reversed and reapplied the online deposit with the correct check information The $received on October was unaffected If Ms [redacted] has any questions, she may contact us at [redacted] , hours a day, days a week
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 reviewed our member’s concerns On November, Renee G [redacted] , Assistant Supervisor, Collections, attempted to contact [redacted] to advise him that we will be glad to credit an outside account in his name with the overpayment of $he made at Navy Federal Online Account Access However, she was unsuccessful in reaching him We therefore ask that [redacted] call Tarsha T***, Assistant Manager, Mid Stage Collections, to make arrangements for the funds transfer Ms T [redacted] can be reached at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
? The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] ***.? The complaint was assigned an ID number of [redacted] .? Navy Federal has thoroughly reviewed [redacted] ***’s concern.? [redacted] was added as an authorized user on June to [redacted] ’s [redacted] account.? ? On October 2016, [redacted] was removed from the credit card account ending in [redacted] and this change in status has been submitted to the credit bureaus.? It may take up to days for the update to be completed [redacted] ***’s credit report will continue to reflect the tradeline concerning the [redacted] account.? As an authorized user, [redacted] was never responsible for the repayment of the credit card balance? Should [redacted] have any questions, please contact Joanna W***, Supervisor, Credit Card Servicing, at ###-###-####, extension ***, between 7:a.mand 3:p.m.,Central time, weekdays?
[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:I filed a complaint a few months ago and Navy federal responded and said the item would be correctedI pulled my [redacted] 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, [redacted]
The following references the complaint we received on November 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 On October 2016, Ms [redacted] reported a debit card dispute with [redacted] Rent-A-Car, advising that the merchant did not provide services for the amount charged We have determined that Ms [redacted] entered into a car rental contract on August with [redacted] Car Rental using her Navy Federal debit card to settle any car rental charges [redacted] Car Rental charged her debit card for an additional charge related to her rental The transaction posted to our member’s account on October under the merchant name “ [redacted] Rent-A-Car” due to a partnership between the two car rental companies We attempted to contact Ms [redacted] on November, but were only able to leave her a voicemail We followed up that day with a letter explaining in detail the circumstances of her case and our decision for denial The case remains closed at this time If Ms [redacted] has any questions, she may contact Catherine S [redacted] , Debit Card Dispute Resolution Specialist, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday-Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on February 2016, submitted by our member, [redacted] *** We have researched our member’s concernsMatthew K***, Contact Center Resolution Specialist, attempted to contact [redacted] on and February; however, he was only able to leave a voicemail message [redacted] contacted Navy Federal on November to refinance her vehicle in her husband’s nameShe was advised that a Power of Attorney would need to be submitted to complete the request on another member’s account We note that Automated Clearing House transactions from [redacted] Bank are debited from [redacted] ***’s individual checking accountOnline access to her account was not restricted, and no non-sufficient funds fees were assessed to the account as a result of this matter Due to the limited information provided in [redacted] ***’s complaint, we are unable to identify the transaction to which she referred as unauthorizedWe request that she contact us with additional information so that we may research this matter further We have attached Navy Federal’s Online Account Access, Bill Pay, Popmoney, and Mobile Banking Disclosure, which may be used to add an authorized user to online account access if desiredIf [redacted] has any additional questions regarding this matter, she may contact MrK [redacted] at ###-###-####, extension ***, between the hours of 9:a.mand 5:p.m., Eastern time, Monday through Saturday (Flex-time)
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 investigated our member’s concern regarding his credit card account The credit card rate is based on the primary card holder’s credit files, including credit card account history at Navy Federal Factors such as, but not limited to, outstanding balances, payment amounts, payment frequency, and payment history may have been considered in the account review After careful review of [redacted] ’s account records, we determined that he does not currently qualify for a reduction in the existing interest rate at this time We appreciate our member’s attention to his finances and; we can assist with our free, confidential, and personal finance counseling A financial counselor can be reached directly at ###-###-####; additional information and resources can be found at navyfederal.org Should [redacted] have any additional questions he may contact Cynthia E [redacted] , Assistant Manager, Credit Card Lending, at ###-###-####, extension ***, between 7:a.mand 4:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on February 2016, submitted by our member, [redacted] We have thoroughly researched [redacted] ***’s concerns There were two credit bureau inquiries made; one related to [redacted] ***’s request for Navy Federal membership, and the other for credit approval of his submitted loan application As 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 [redacted] for the use of income verification related to his loan application were unacceptable due to inconsistencies Based on this information, Navy Federal was unable to extend credit approval at that time We regret a more favorable decision could not be reached If [redacted] has any questions, he may contact Janice RDillard, Supervisor, Loan Officer at [redacted] , extension ***, between the hours of 7:a.mto 4:p.m., Eastern time, Monday through Friday
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because even though I filed bankruptcy and the account had an outstanding balance, you still can not report the accounts as a charge off and included in bankruptcyIt is against the bankruptcy injunction and that is a law suit because you are reporting as inaccurate informationThere should not be any outstanding balance,and everything should be $outSaying you can not change the status is a complete lie, and I have talk to my attorney and you are reporting inaccurate informationAlso, I would like the verification method for these four bureaus you claim to consult Regards, Erica Cuff
The following references the follcomplaint 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.? Ms [redacted] contacted Mr [redacted] on January to advise that we are researching this matterAccording to our records, our member has two personal expense loans and a credit card account that were charged-off due to non-payment.? All three accounts have outstanding balances? As requested by our member, we have reviewed the telephone call that took place on August 2016, at 8:a.m., Eastern time, when our member initially contacted our Recoveries Branch.? Mr [redacted] agreed to pay $monthly through bi-weekly payments of $starting August 2016.? The same day, at 8:a.m., Eastern time, Mr [redacted] called back, requesting that the payment plan be adjusted from $to $monthly, beginning in September 2016.? There was no request to modify the payment that was already set to be debited on August ? We have reviewed our members Navy Federal tradelines with the four nationwide credit reporting agencies and verified that they are reporting correctly.? As we indicated in our previous response, once the account balances have been paid in full, we will update our member’s? credit file? to reflect the accounts as paid? Our member has asked for us information related to our recent agreement with the Consumer Financial Protection Bureau (CFPB).? We have confirmed that he is not within the population of members eligible for compensation under the CFPB settlement.? ? If Mr [redacted] has any questions, he may Mr [redacted] , at [redacted] between the hours of 8:a.mand 6:p.m., Central time, weekdaysTell us why here
The following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was assigned an ID number of 12004876.? Navy Federal has thoroughly reviewed our member’s concerns.? Our review determined that Ms [redacted] opted in to our Optional Overdraft Protection Service (OOPS) for her checking account on September 2015.? Our OOPS feature allows overdrafts on checking accounts, up to a limit of $500.00, to be paid.? Each time funds from OOPS are used, a $fee is assessed.? Navy Federal will only charge a maximum of three fees in one day; if overdrafts exceed three in a day, the account remains open, but no additional fees will be charged.? On each of the dates in question, Ms [redacted] had multiple debit card transactions post to her account, in addition to ATM withdrawals, which resulted in multiple OOPS fees.? Each fee charged to Ms [redacted] ’ checking account was valid.? We will not refund the valid fees that were charged.? If Ms [redacted] finds that OOPS is not suitable for her needs, she may opt out of the service at any time.? We encourage her to maintain a register of all of her transactions.? Should she have any questions, Ms [redacted] may call [redacted] , Savings and Checking Operations Specialist, at [redacted] ***, between 7:a.mand 4:p.m., Eastern time, weekdays
The following references the follcomplaint we received on July from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was originally assigned an ID number of [redacted] ? We have conducted a thorough review of [redacted] ’ loan application that was submitted on July via Navy Federal Online Account Access.? A Navy Federal system message was sent to [redacted] that advised her that if approved, her payment would be within a possible Annual Percentage Rate (APR) range, showing the lowest and highest possible APR based on the requested term; corresponding payments for each listed rate were shown.? The automated response also advised [redacted] that we were unable to provide the final APR at that time;? however, once the review of the finished application was complete, a final APR would be determined? On July 2016, Navy Federal contacted [redacted] to clarify the loan purpose.? [redacted] advised that the purpose was to consolidate debt;? therefore, the Member Service Representative updated the purpose of the loan to accurately reflect how the funds would be used.? However, the change in purpose had no bearing on the APR, and did not change the APR? A careful review of the loan history indicates that the APR for the initial purpose of a personal loan and final purpose of consolidation loan was the same.? Unfortunately, [redacted] did not qualify for the “as low as” APR that was initially provided in the APR range quoted upon submission of the online application.? ? Should [redacted] have any further questions, she may contact Robin L**, Assistant Manager, Consumer Lending Portfolio, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday Tell us why here
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on December 2015, submitted by our member, [redacted] We have thoroughly researched our member’s concerns Peter K***, Unit Supervisor, Collateral Control, spoke to Petty Officer [redacted] by telephone on December Navy Federal received an electronic title for the vehicle on November which accurately shows Navy Federal as lien holder The Annual Percentage Rate for the loan remains at the original rate of 5.89% If Petty Officer [redacted] has any questions, he may contact Therisa A***, Section Supervisor, Collateral Control, 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 January from the Revdex.com on behalf of Navy Federal member [redacted] ***The complaint was assigned an ID number of [redacted] Our representative was able to speak with [redacted] on February regarding the concerns presented in his complaintShe addressed his questions regarding the processing of his mortgage application and explained why some of his income information could not be considered to render a decision on his loan requestShe also assisted [redacted] with his concerns related to his accounts and our member identification process Our representative provided her direct phone number to [redacted] ***, and he should feel free to contact her if he has any additional concerns
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2015, submitted by our member, [redacted] ***.We have thoroughly researched the concerns presented in our member’s complaint regarding the title for his used vehicle loan.? Through our review of this matter, we concluded that our representatives correctly followed our lien recording procedures.? However, in an effort to resolve this issue, we have forwarded the necessary paperwork to the Virginia Department of Motor Vehicles to have Navy Federal listed as lien holder of the vehicle? The original loan terms have been reinstated, and all fees and interest which were assessed to the loan account have been removed.? We regret any inconvenience this matter has caused our member.If [redacted] has any questions, he may contact Carrie M [redacted] , Legal Liaison, at ###-###-####, extension 44926, between the hours of 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 thoroughly reviewed our member’s concerns.? On June 2016, [redacted] made two deposits at a Navy Federal ATM.? These deposits were made after the local cutoff time and therefore were not credited to her account until the next business day, June.? [redacted] ’s checking account number [redacted] was overdrawn at the close of business on June; therefore, three items presented for payment were paid under our Optional Overdraft Protection Service (OOPS) plan in which our member is enrolled.? Since the account balance was insufficient to honor the items, we paid them and charged a $fee for each item in accordance with the OOPS terms and conditions.? When [redacted] called Navy Federal, she was given an explanation and a $refund of one of the OOPS fees.? We have subsequently refunded the other two fees as a one-time courtesy.? ? Should she have any questions, [redacted] may call Patricia W***, Savings and Checking Operations Specialist, at ###-###-####, extension ***, between 6:a.mand 4:p.m., Monday, Wednesday, Thursday and? Friday
The following references the complaint we received on October from the Revdex.com on behalf of Navy Federal member [redacted] * [redacted] The complaint was assigned an ID number of [redacted] We are thoroughly researching Mr [redacted] ’s concern regarding his new vehicle loan account ending in [redacted] with our optional Guaranteed Asset Protection (GAP) coverageWe will reach out to the member promptly upon completion of our investigation Should Mr [redacted] have any additional questions, he may contact Gina B***, Supervisor, Loan Protection Programs, at ###-###-####, extension ***, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following is in response to the complaint we received on September from the Revdex.comon behalf of [redacted] ***The complaint was assigned an ID number of [redacted] .? ? According to our records, [redacted] filed a dispute regarding a credit card transaction [redacted] ***'s disputeinvolved the non-receipt of merchandiseWe have reviewed [redacted] ***'s case and issued a credit to her account for $as a member service courtesyOn 2October 2015, we left a message on our member’s phone number advising that we have issued a member service credit of $? Follquestions should be directed to Chasity W***, Supervisor, Credit Card Servicing, by calling ###-###-#### between the hours of 8:a.mand 4:p.m., Central time,Monday through Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on September 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaintOn August, [redacted] 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 [redacted] 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 [redacted] ’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 [redacted] has any questions, he may contact Kirstie L [redacted] , 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 April 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 On April, Therisa A***, Supervisor, Collateral Control, spoke with Ms [redacted] As a courtesy, we have refunded the $Department of Motor Vehicles fee We will investigate why the letter Ms [redacted] received reflected her checking account number rather than her savings account numberShould she have any questions, Ms [redacted] may call MsA [redacted] at ###-###-#### between 8:a.mand 4:p.m., Eastern time, weekdays