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] Navy Federal has reviewed our member’s concerns On March, Robert L [redacted] , Supervisor, Mortgage Payment Payoff and Servicing, spoke with [redacted] *** At that time, he advised her that we had credited her Navy Federal savings account with $representing the fee she incurred at [redacted] Federal Credit Union (FCU) and that we had credited an additional $to reimburse her for the funds erroneously transferred from her [redacted] FCU account on December As [redacted] requested, we have now transferred a total of $to her [redacted] FCU account We have forwarded a [redacted] Gift card to [redacted] to compensate her for a portion of the inconvenience she experienced as a result of the error Should she have any questions, our member may call MrL [redacted] at ###-###-####, extension ***, 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 [redacted] The complaint was assigned an ID number of [redacted] Based on our records, our member initially opened his account online on June 2015, and visited a branch on August to add his wife to his accountsHowever, a request to add our member's wife was not received, which would have been done with a completed/signed [redacted] form Subsequently, our records also indicate that our member's wife [redacted] submitted an online application on June 2015, which was pending because we required an image of a government-issued identification card and Social Security card from [redacted] The documents we received on August 2015, were illegible, which required [redacted] to visit a branch office with the documents On August 2015, the image of the Social Security card and U.SPermanent Resident Identification card was received We were subsequently able to complete the application and process the initial funding for deposit, which was authorized by [redacted] in the amount of $using a credit card account ending in 9201; the account ending in [redacted] was therefore credited with $ On August 2015, a request was made to reverse the transaction Our records reflect that this request was completed August and the card-based funding reversal was processed in the amount of $250.00, crediting the credit card account ending in *** The reversal can take five to seven business days for the credit to appear on our member's credit card account.Follquestions should be directed to Lisa T [redacted] , Supervisor, Membership, by calling ###-###-####
The following references the complaint we received on April 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 and we have found that charges for his utilities have been approved with the exception of a [redacted] charge, which was declined on April On April, [redacted] attempted a charge to [redacted] in the amount of $ The charge was declined and [redacted] was contacted He verified that the transaction was valid and, when he attempted the charge a second time, it was approved On April, our member attempted the above-mentioned charge to [redacted] in the amount of $50.99; when the charge was declined, [redacted] was again contacted for verification purposes He confirmed that the transaction was valid and the second attempt was approvedThese transactions were internet-based and our automated system identified them as suspiciousThe transactions in question followed a possible fraud trend and we were alerted as to a need for verification in each instance Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance Should he have any questions, [redacted] may contact Eric M***, Supervisor, Card Fraud Prevention, at ###-###-####, extension 70498, between 7:a.mand 3:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on April 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding his Navy Federal vehicle loan number ending in [redacted] opened March On October 2015, we received a letter from [redacted] regarding [redacted] ***’ claim of identity theft Included with their letter was an Albuquerque Police Summary Incident Report After a thorough investigation, we determined that this was not a case of identity theft Our records show that on March 2014, [redacted] established Navy Federal Membership Savings and e-Checking accounts Based on documents provided to Navy Federal at the time [redacted] established his accounts, his signature of record, and the verification of his date of birth and addresses, his claim was denied [redacted] is responsible for the outstanding balance on his loan The account will continue to be reported to the credit reporting agencies accordingly If [redacted] has any questions, he may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Central time, Monday through Friday
[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] .? Regards, [redacted] ***?
The following references the complaint we received on August from the Revdex.com on behalf of [redacted] .? The complaint was assigned an ID number of [redacted] ? Navy Federal has thoroughly reviewed our member’s concern.? We require specific documentation to comply with requirements in verifying identity and establishing membership eligibility.? [redacted] was made aware of these requirements, and submitted the necessary documentation on August 2016.? [redacted] ’s application has been approved and on September his membership with Navy Federal was established ? Should [redacted] have any questions, he may contact Robert S [redacted] , Assistant Vice President, Security Operations, at -1-888-842-NFCU (6328), between 8:a.mand 5:p.m., Eastern time, weekdays Tell us why here
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] .? We have thoroughly reviewed [redacted] ’s concern regarding the denial of his first mortgage refinance application.? His denial was based upon his overall credit profile, which represented the culmination of all of his credit activity, not just that at Navy Federal.? [redacted] ’s credit profile did not meet either Navy Federal’s or the institutional investor’s guidelines for approval.? ? If [redacted] feels that his credit report was inaccurate, he should contact the individual credit grantor(s) and have the firm(s) send corrected information to the four consumer reporting agencies? Should he have any questions, [redacted] may call us at 1-888-842-NFCU (6328) at any time
The following is in response to the complaint we received onJuly from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] When a deposit is made at a ATM, the deposit is subject to a five-business-day hold beginning on the date the check is postedChecks deposited before 10:a.m., Eastern Time, will post the same business day Checks deposited after10:a.m., Eastern time, will post the following business dayAccording to our records, [redacted] is enrolled in Navy Federal’s Mobile and Scan Deposit servicesThese services allow our members to have faster access to deposited funds than using a ATM For furtherinformation and funds availability in regard to Mobile and Scan deposits, our member should visit the navyfederal.org home page, click on the Products & Services tab, then click Checking & Savings and finally clickon the Mobile & Scan Deposits link.To find the ATMs closest to her location, our member can visit navyfederal.org and click on the Branches& ATMs link at the top of the page Next, our member should enter in her zip code and click on Search This automatically displays the closest ATMs in a 30-mile radius To find the closest ATM that accepts deposits, she can click on the box next to Deposit-Taking Only and under Distance, select five miles, then click on Go When a member reports a billing error/dispute to Navy Federal, we have a period of up to ten days to issue a provisional credit to our member The charge must first post to the member’s account for a dispute claim to be filed and provisional credit to be issued, if applicableOur records show [redacted] last used Navy Federal’s Web Bill Pay Service in March to make a payment However, the item was returned due to insufficient funds To ensure an item will be paid, sufficient funds need to be on deposit and available for use for the item to clear the account Follquestions should be directed to Patricia W***, Savings and Checking Operations Specialist, by calling ###-###-####, extension 74363, between the hours of 6:a.mand 4:p.m., Central time, Monday, Wednesday,Thursday and 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 May 2016, we canceled [redacted] ***’s personal expense loan for $30,at his request Unfortunately, the loan had already been reported to the four consumer reporting agencies We have contacted the agencies and requested that the tradeline regarding this loan be removed from [redacted] ***’s credit report It can take days for such a change to be made Should our member have any questions, he may contact Carrie Matthews, Research and Documentation Liaison, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
The account was only delinquent because payments were not made (per instruction of a NFCU loan officer, while the claims and settlements were applied It took a CONSIDERABLE length of time for NFCU to respond to the insurance company and NFCU was notified of the accident the same day it occurredOf there was a deliquency, it was due to the fact that the advise of NFCU loan officer was followed and NFCU delayed the processTherefore, it was the responibilty of NFCU to process in a timely matter and not hold the customer responsible for NFCU employee failing to complete the task timely Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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 investigated our member’s concerns Through our review of this matter, we concluded that the fees which have been assessed to [redacted] ’s account are valid Federal regulations limit the number of certain types of transfers and withdrawals out of a savings account to six per month Navy Federal has properly informed [redacted] of this federal regulation during telephone conversations with her, through various disclosures, and it is also advised when a member utilizes our mobile application service Members are advised of their remaining federal regulation transfers when processing transfers via their Navy Federal Online® Account Access, our mobile application, and telephone Additionally, on July 2014, we mailed [redacted] Navy Federal’s Important Disclosures booklet, which informs members of the federal regulation limiting transfers, and our Optional Overdraft Protection Service (OOPS) disclosure On November 2014, [redacted] opted into our OOPS and was provided a copy of our disclosure statement, which details OOPS fees She was again provided our OOPS disclosure statement in January On January 2015, we explained to our member how the account funding processes and advised her of pending transactions Since July 2014, the established date of [redacted] ’s Navy Federal checking account number ending in 455, we have credited numerous valid OOPS and returned check fees to her account as a courtesy In addition, during our conversation with [redacted] on February 2016, she was not advised that fees were being credited or that no other fees would be assessed In response to Navy Federal’s mobile application not providing real time and accurate information, our members are advised once they have signed into our mobile application that “Balances may reflect transactions that have not yet posted to your account.” [redacted] was also advised of this information during a telephone conversation with our representative in June Due to circumstances beyond our control, it was necessary that we update [redacted] ’s social security number in our system Once [redacted] provided the necessary documents, the update was processed Unfortunately, we are unable to access information relating to [redacted] ’s previous request for an account audit and we regret that this cannot be provided [redacted] has been advised on the functionality of her accounts In the future, we will not credit any additional fees, unless due to a Navy Federal error If [redacted] has any questions, she may contact Kirstie L [redacted] , Supervisor, Contact Center Resolution, at ###-###-####, extension 51720, between the hours of 7:a.mto 3: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:? This matter is not and will not be? closed.? I have attempted to resolve this issue with Navy Federal Credit Union as well as Karen C [redacted] , Thomas H [redacted] and Chip S***.? Unfortunately, the problem remains unresolved due to ineffectiveness with the mentioned managers.? Therefore, I will prepare another complaint for submission to other Federal agencies to conduct additional investigations into this matter.? As well as submit the correspondence this far to the attention of CEO Cutler D [redacted] as well as the media.? Again, Navy Federal has violated the original terms of the loan agreement by accepting payments from? me other than the original due date that the loan contract states.? I? have given Navy Federal a chance to correct their wrongdoing by refunding me the $for the repossession that was? conducted in a illegal manner as well as removal of the repossession? from my credit report.? It is imperative that consumers are protected to prevent future? and current members? being victimized by such predatory? practices.? This matter will continue to be brought to? light for such abusive, unfair, deceptive and fraudulent practices by Navy Federal and the mentioned managers.? I must also mention that as of September 7, 2016, I have not received the partial reimbursement of $that Navy Federal agreed to mail to my address of record.? I have not received the letter in writing as of September 7, 2016, that the repossession has been removed from my credit report.? 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 concernOn November 2016, Karen C [redacted] , Manager, Repossession, spoke with Mr [redacted] regarding his accountMsC [redacted] informed him that the repossession agent, [redacted] Recovery, was provided with his contact information and that they will contact him to make arrangements to pick up his personal propertyWe understand that Mr [redacted] has made an appointment with the agentMsC [redacted] also advised our member that since the repossession and storage fees are charged by the agent, we will not refund them Mr [redacted] ’s vehicle is stored at an auction; however, the allotted timeframe to retrieve the vehicle expired on NovemberThe vehicle will be scheduled for saleOnce the vehicle is sold, all expenses will be deducted from the sale proceeds and the balance of the check will post to the loan balanceMr [redacted] will be informed of the sales results after the vehicle is sold Should Mr [redacted] have any further questions, he may contact MsC [redacted] , at ###-###-####, extension 48735, between the hours of 8:a.mand 2:p.m., Eastern time, weekdays
Complaint: [redacted] I am rejecting this response because:The information that was sent by Navy federal is fully incorrectAs my husband explained in the letter that we wrote to Navy Federal, my husband is currently deployed his number which is ###-###-#### is currently turned off because he's deployed to another country for the next year and does not have access to a land lineWe left the number ###-###-#### as the proper contact number to be calledI received a missed call from a Navy federal number last week while at work that was a one way phone number and had no way to leave a voicemail when I called them backShe never left me a voicemailBecause I tried to call her back and it stated that the the number was a one way number and could not be connectSo in fact she tried to call me, left no phone numberShe states in the message to you that the account is no longer being reported on my husband's credit reportWe just recently I've submitted an application for a home loan where are the account in question is being reported as uncollected on all three credit bureausSo this isn't in fact information that they are giving youWe just apply for the home loan in February My husband has been trying to reach out to Navy federal to get a letter showing that this debt for the one specific account that is in question is lot no longer owedAnd we have still to this day have not received anything from Navy federal stating that the one that is no longer owed Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[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: the bank paid the check outMight want to review that againCheck [redacted] was paid on October 14th for So why was I charged a retune fee when the check was paid? And also I'd like for someone to contact me via phone and let me hear your recording of your manager being professionalBecause she most definitely was not and neither was IForgive me if I'm wrong, but if a customer service representative tells you their company don't waive fees for people who go out bouncing checks, you'd be upset tooSo please provide that conversation to me Regards, [redacted] ?
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] We have thoroughly reviewed [redacted] ’ concern regarding his credit card account The Navy Federal promotion for which the cardholder was solicited offered a 2.99% Annual Percentage Rate (APR) for months on balances transferred from other card issuers to the cardholder’s [redacted] Signature GO Rewards account at the time of application [redacted] did not perform a balance transfer at account opening and therefore the 2.99% APR balance transfer does not apply Credit card purchases are assessed an interest charge if the entire balance is not paid by the payment due date each month, as stated in the Credit Card Agreement and Disclosure that is provided to all credit cardholders when a Navy Federal credit card is established [redacted] ’ credit card balance is the result of purchase transactions, for which the APR is currently 9.74% The example at the top of the cardholder’s statement provides a method of paying down the account balance if he or she makes only the minimum payment due or if he or she pays a higher payment amount Additionally, on page two of the monthly statement in the section labelled “Paying Interest”, it states that the payment due date is at least days after the close of each billing cycle and we will not charge our member interest on purchases if the entire balance is paid by the due date each month As a one-time courtesy to [redacted] , we have waived the interest charges of $and $assessed in August and September, respectively In the future, the statement balance must be paid in full by the payment due date to avoid the assessment of interest chargesShould [redacted] have questions, he may contact Joanna W***, Supervisor, Credit Card Servicing, at ###-###-####, extension ***, between the hours of 7:a.mand 3:p.m., Central time, Monday through Friday
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 regarding her and [redacted] ***’s mortgage application.? During the application review it was determined that Navy Federal incurred a loss through a previous account relationship with the co-applicant.? It is Navy Federal’s policy not to extend further credit to members that cause our membership a loss.? A formal denial letter was mailed on October 2016.? We have refunded [redacted] ***’s expenses of $531.90, which she incurred during the process.? ? Should [redacted] have any further questions she may contact Heather S***, Supervisor, Pensacola Mortgage, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Central time, weekdays ?
The following references the complaint we received on April 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 and we have found that charges for his utilities have been approved with the exception of a [redacted] charge, which was declined on April 2016.? ? On April, [redacted] attempted a charge to [redacted] in the amount of $35.99.? The charge was declined and [redacted] was contacted.? He verified that the transaction was valid and, when he attempted the charge a second time, it was approved.? On April, our member attempted the above-mentioned charge to [redacted] in the amount of $50.99; when the charge was declined, [redacted] was again contacted for verification purposes.? He confirmed that the transaction was valid and the second attempt was approvedThese transactions were internet-based and our automated system identified them as suspiciousThe transactions in question followed a possible fraud trend and we were alerted as to a need for verification in each instance? Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times.? Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance? Should he have any questions, [redacted] may contact Eric M***, Supervisor, Card Fraud Prevention, at ###-###-####, extension 70498, between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on March from the Revdex.com on behalf of [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched [redacted] ’s concerns After a review of our systems using the email address [redacted] provided in her complaint, there is no indication that the email address was used in connection with any accounts at Navy Federal If [redacted] has any questions, she may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, Monday through Friday
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] Navy Federal has reviewed our member’s concerns On March, Robert L [redacted] , Supervisor, Mortgage Payment Payoff and Servicing, spoke with [redacted] *** At that time, he advised her that we had credited her Navy Federal savings account with $representing the fee she incurred at [redacted] Federal Credit Union (FCU) and that we had credited an additional $to reimburse her for the funds erroneously transferred from her [redacted] FCU account on December As [redacted] requested, we have now transferred a total of $to her [redacted] FCU account We have forwarded a [redacted] Gift card to [redacted] to compensate her for a portion of the inconvenience she experienced as a result of the error Should she have any questions, our member may call MrL [redacted] at ###-###-####, extension ***, 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 [redacted] The complaint was assigned an ID number of [redacted] Based on our records, our member initially opened his account online on June 2015, and visited a branch on August to add his wife to his accountsHowever, a request to add our member's wife was not received, which would have been done with a completed/signed [redacted] form Subsequently, our records also indicate that our member's wife [redacted] submitted an online application on June 2015, which was pending because we required an image of a government-issued identification card and Social Security card from [redacted] The documents we received on August 2015, were illegible, which required [redacted] to visit a branch office with the documents On August 2015, the image of the Social Security card and U.SPermanent Resident Identification card was received We were subsequently able to complete the application and process the initial funding for deposit, which was authorized by [redacted] in the amount of $using a credit card account ending in 9201; the account ending in [redacted] was therefore credited with $ On August 2015, a request was made to reverse the transaction Our records reflect that this request was completed August and the card-based funding reversal was processed in the amount of $250.00, crediting the credit card account ending in *** The reversal can take five to seven business days for the credit to appear on our member's credit card account.Follquestions should be directed to Lisa T [redacted] , Supervisor, Membership, by calling ###-###-####
The following references the complaint we received on April 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 and we have found that charges for his utilities have been approved with the exception of a [redacted] charge, which was declined on April On April, [redacted] attempted a charge to [redacted] in the amount of $ The charge was declined and [redacted] was contacted He verified that the transaction was valid and, when he attempted the charge a second time, it was approved On April, our member attempted the above-mentioned charge to [redacted] in the amount of $50.99; when the charge was declined, [redacted] was again contacted for verification purposes He confirmed that the transaction was valid and the second attempt was approvedThese transactions were internet-based and our automated system identified them as suspiciousThe transactions in question followed a possible fraud trend and we were alerted as to a need for verification in each instance Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance Should he have any questions, [redacted] may contact Eric M***, Supervisor, Card Fraud Prevention, at ###-###-####, extension 70498, between 7:a.mand 3:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on April 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint regarding his Navy Federal vehicle loan number ending in [redacted] opened March On October 2015, we received a letter from [redacted] regarding [redacted] ***’ claim of identity theft Included with their letter was an Albuquerque Police Summary Incident Report After a thorough investigation, we determined that this was not a case of identity theft Our records show that on March 2014, [redacted] established Navy Federal Membership Savings and e-Checking accounts Based on documents provided to Navy Federal at the time [redacted] established his accounts, his signature of record, and the verification of his date of birth and addresses, his claim was denied [redacted] is responsible for the outstanding balance on his loan The account will continue to be reported to the credit reporting agencies accordingly If [redacted] has any questions, he may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Central time, Monday through Friday
[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] .? Regards, [redacted] ***?
The following references the complaint we received on August from the Revdex.com on behalf of [redacted] .? The complaint was assigned an ID number of [redacted] ? Navy Federal has thoroughly reviewed our member’s concern.? We require specific documentation to comply with requirements in verifying identity and establishing membership eligibility.? [redacted] was made aware of these requirements, and submitted the necessary documentation on August 2016.? [redacted] ’s application has been approved and on September his membership with Navy Federal was established ? Should [redacted] have any questions, he may contact Robert S [redacted] , Assistant Vice President, Security Operations, at -1-888-842-NFCU (6328), between 8:a.mand 5:p.m., Eastern time, weekdays Tell us why here
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] .? We have thoroughly reviewed [redacted] ’s concern regarding the denial of his first mortgage refinance application.? His denial was based upon his overall credit profile, which represented the culmination of all of his credit activity, not just that at Navy Federal.? [redacted] ’s credit profile did not meet either Navy Federal’s or the institutional investor’s guidelines for approval.? ? If [redacted] feels that his credit report was inaccurate, he should contact the individual credit grantor(s) and have the firm(s) send corrected information to the four consumer reporting agencies? Should he have any questions, [redacted] may call us at 1-888-842-NFCU (6328) at any time
The following is in response to the complaint we received onJuly from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] When a deposit is made at a ATM, the deposit is subject to a five-business-day hold beginning on the date the check is postedChecks deposited before 10:a.m., Eastern Time, will post the same business day Checks deposited after10:a.m., Eastern time, will post the following business dayAccording to our records, [redacted] is enrolled in Navy Federal’s Mobile and Scan Deposit servicesThese services allow our members to have faster access to deposited funds than using a ATM For furtherinformation and funds availability in regard to Mobile and Scan deposits, our member should visit the navyfederal.org home page, click on the Products & Services tab, then click Checking & Savings and finally clickon the Mobile & Scan Deposits link.To find the ATMs closest to her location, our member can visit navyfederal.org and click on the Branches& ATMs link at the top of the page Next, our member should enter in her zip code and click on Search This automatically displays the closest ATMs in a 30-mile radius To find the closest ATM that accepts deposits, she can click on the box next to Deposit-Taking Only and under Distance, select five miles, then click on Go When a member reports a billing error/dispute to Navy Federal, we have a period of up to ten days to issue a provisional credit to our member The charge must first post to the member’s account for a dispute claim to be filed and provisional credit to be issued, if applicableOur records show [redacted] last used Navy Federal’s Web Bill Pay Service in March to make a payment However, the item was returned due to insufficient funds To ensure an item will be paid, sufficient funds need to be on deposit and available for use for the item to clear the account Follquestions should be directed to Patricia W***, Savings and Checking Operations Specialist, by calling ###-###-####, extension 74363, between the hours of 6:a.mand 4:p.m., Central time, Monday, Wednesday,Thursday and 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 May 2016, we canceled [redacted] ***’s personal expense loan for $30,at his request Unfortunately, the loan had already been reported to the four consumer reporting agencies We have contacted the agencies and requested that the tradeline regarding this loan be removed from [redacted] ***’s credit report It can take days for such a change to be made Should our member have any questions, he may contact Carrie Matthews, Research and Documentation Liaison, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays
The account was only delinquent because payments were not made (per instruction of a NFCU loan officer, while the claims and settlements were applied It took a CONSIDERABLE length of time for NFCU to respond to the insurance company and NFCU was notified of the accident the same day it occurredOf there was a deliquency, it was due to the fact that the advise of NFCU loan officer was followed and NFCU delayed the processTherefore, it was the responibilty of NFCU to process in a timely matter and not hold the customer responsible for NFCU employee failing to complete the task timely Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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 investigated our member’s concerns Through our review of this matter, we concluded that the fees which have been assessed to [redacted] ’s account are valid Federal regulations limit the number of certain types of transfers and withdrawals out of a savings account to six per month Navy Federal has properly informed [redacted] of this federal regulation during telephone conversations with her, through various disclosures, and it is also advised when a member utilizes our mobile application service Members are advised of their remaining federal regulation transfers when processing transfers via their Navy Federal Online® Account Access, our mobile application, and telephone Additionally, on July 2014, we mailed [redacted] Navy Federal’s Important Disclosures booklet, which informs members of the federal regulation limiting transfers, and our Optional Overdraft Protection Service (OOPS) disclosure On November 2014, [redacted] opted into our OOPS and was provided a copy of our disclosure statement, which details OOPS fees She was again provided our OOPS disclosure statement in January On January 2015, we explained to our member how the account funding processes and advised her of pending transactions Since July 2014, the established date of [redacted] ’s Navy Federal checking account number ending in 455, we have credited numerous valid OOPS and returned check fees to her account as a courtesy In addition, during our conversation with [redacted] on February 2016, she was not advised that fees were being credited or that no other fees would be assessed In response to Navy Federal’s mobile application not providing real time and accurate information, our members are advised once they have signed into our mobile application that “Balances may reflect transactions that have not yet posted to your account.” [redacted] was also advised of this information during a telephone conversation with our representative in June Due to circumstances beyond our control, it was necessary that we update [redacted] ’s social security number in our system Once [redacted] provided the necessary documents, the update was processed Unfortunately, we are unable to access information relating to [redacted] ’s previous request for an account audit and we regret that this cannot be provided [redacted] has been advised on the functionality of her accounts In the future, we will not credit any additional fees, unless due to a Navy Federal error If [redacted] has any questions, she may contact Kirstie L [redacted] , Supervisor, Contact Center Resolution, at ###-###-####, extension 51720, between the hours of 7:a.mto 3: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:? This matter is not and will not be? closed.? I have attempted to resolve this issue with Navy Federal Credit Union as well as Karen C [redacted] , Thomas H [redacted] and Chip S***.? Unfortunately, the problem remains unresolved due to ineffectiveness with the mentioned managers.? Therefore, I will prepare another complaint for submission to other Federal agencies to conduct additional investigations into this matter.? As well as submit the correspondence this far to the attention of CEO Cutler D [redacted] as well as the media.? Again, Navy Federal has violated the original terms of the loan agreement by accepting payments from? me other than the original due date that the loan contract states.? I? have given Navy Federal a chance to correct their wrongdoing by refunding me the $for the repossession that was? conducted in a illegal manner as well as removal of the repossession? from my credit report.? It is imperative that consumers are protected to prevent future? and current members? being victimized by such predatory? practices.? This matter will continue to be brought to? light for such abusive, unfair, deceptive and fraudulent practices by Navy Federal and the mentioned managers.? I must also mention that as of September 7, 2016, I have not received the partial reimbursement of $that Navy Federal agreed to mail to my address of record.? I have not received the letter in writing as of September 7, 2016, that the repossession has been removed from my credit report.? 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 concernOn November 2016, Karen C [redacted] , Manager, Repossession, spoke with Mr [redacted] regarding his accountMsC [redacted] informed him that the repossession agent, [redacted] Recovery, was provided with his contact information and that they will contact him to make arrangements to pick up his personal propertyWe understand that Mr [redacted] has made an appointment with the agentMsC [redacted] also advised our member that since the repossession and storage fees are charged by the agent, we will not refund them Mr [redacted] ’s vehicle is stored at an auction; however, the allotted timeframe to retrieve the vehicle expired on NovemberThe vehicle will be scheduled for saleOnce the vehicle is sold, all expenses will be deducted from the sale proceeds and the balance of the check will post to the loan balanceMr [redacted] will be informed of the sales results after the vehicle is sold Should Mr [redacted] have any further questions, he may contact MsC [redacted] , at ###-###-####, extension 48735, between the hours of 8:a.mand 2:p.m., Eastern time, weekdays
Complaint: [redacted] I am rejecting this response because:The information that was sent by Navy federal is fully incorrectAs my husband explained in the letter that we wrote to Navy Federal, my husband is currently deployed his number which is ###-###-#### is currently turned off because he's deployed to another country for the next year and does not have access to a land lineWe left the number ###-###-#### as the proper contact number to be calledI received a missed call from a Navy federal number last week while at work that was a one way phone number and had no way to leave a voicemail when I called them backShe never left me a voicemailBecause I tried to call her back and it stated that the the number was a one way number and could not be connectSo in fact she tried to call me, left no phone numberShe states in the message to you that the account is no longer being reported on my husband's credit reportWe just recently I've submitted an application for a home loan where are the account in question is being reported as uncollected on all three credit bureausSo this isn't in fact information that they are giving youWe just apply for the home loan in February My husband has been trying to reach out to Navy federal to get a letter showing that this debt for the one specific account that is in question is lot no longer owedAnd we have still to this day have not received anything from Navy federal stating that the one that is no longer owed Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[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: the bank paid the check outMight want to review that againCheck [redacted] was paid on October 14th for So why was I charged a retune fee when the check was paid? And also I'd like for someone to contact me via phone and let me hear your recording of your manager being professionalBecause she most definitely was not and neither was IForgive me if I'm wrong, but if a customer service representative tells you their company don't waive fees for people who go out bouncing checks, you'd be upset tooSo please provide that conversation to me Regards, [redacted] ?
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] We have thoroughly reviewed [redacted] ’ concern regarding his credit card account The Navy Federal promotion for which the cardholder was solicited offered a 2.99% Annual Percentage Rate (APR) for months on balances transferred from other card issuers to the cardholder’s [redacted] Signature GO Rewards account at the time of application [redacted] did not perform a balance transfer at account opening and therefore the 2.99% APR balance transfer does not apply Credit card purchases are assessed an interest charge if the entire balance is not paid by the payment due date each month, as stated in the Credit Card Agreement and Disclosure that is provided to all credit cardholders when a Navy Federal credit card is established [redacted] ’ credit card balance is the result of purchase transactions, for which the APR is currently 9.74% The example at the top of the cardholder’s statement provides a method of paying down the account balance if he or she makes only the minimum payment due or if he or she pays a higher payment amount Additionally, on page two of the monthly statement in the section labelled “Paying Interest”, it states that the payment due date is at least days after the close of each billing cycle and we will not charge our member interest on purchases if the entire balance is paid by the due date each month As a one-time courtesy to [redacted] , we have waived the interest charges of $and $assessed in August and September, respectively In the future, the statement balance must be paid in full by the payment due date to avoid the assessment of interest chargesShould [redacted] have questions, he may contact Joanna W***, Supervisor, Credit Card Servicing, at ###-###-####, extension ***, between the hours of 7:a.mand 3:p.m., Central time, Monday through Friday
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 regarding her and [redacted] ***’s mortgage application.? During the application review it was determined that Navy Federal incurred a loss through a previous account relationship with the co-applicant.? It is Navy Federal’s policy not to extend further credit to members that cause our membership a loss.? A formal denial letter was mailed on October 2016.? We have refunded [redacted] ***’s expenses of $531.90, which she incurred during the process.? ? Should [redacted] have any further questions she may contact Heather S***, Supervisor, Pensacola Mortgage, at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Central time, weekdays ?
The following references the complaint we received on April 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 and we have found that charges for his utilities have been approved with the exception of a [redacted] charge, which was declined on April 2016.? ? On April, [redacted] attempted a charge to [redacted] in the amount of $35.99.? The charge was declined and [redacted] was contacted.? He verified that the transaction was valid and, when he attempted the charge a second time, it was approved.? On April, our member attempted the above-mentioned charge to [redacted] in the amount of $50.99; when the charge was declined, [redacted] was again contacted for verification purposes.? He confirmed that the transaction was valid and the second attempt was approvedThese transactions were internet-based and our automated system identified them as suspiciousThe transactions in question followed a possible fraud trend and we were alerted as to a need for verification in each instance? Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times.? Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration [redacted] experienced in this instance? Should he have any questions, [redacted] may contact Eric M***, Supervisor, Card Fraud Prevention, at ###-###-####, extension 70498, between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on March from the Revdex.com on behalf of [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched [redacted] ’s concerns After a review of our systems using the email address [redacted] provided in her complaint, there is no indication that the email address was used in connection with any accounts at Navy Federal If [redacted] has any questions, she may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, Monday through Friday