The following references the complaint we received on September 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.? [redacted] applied via Navy Federal Online on September for a “no cash back” refinance of his first and second mortgages.? As noted on our web site, navyfederal.org, rates are based on additional information, and subject to change based on evaluation of the information ? When [redacted] spoke with our representative on September, our representative explained that rate and points combinations are based on several different components of the loan and therefore his rate and points were changed to reflect those components.? [redacted] advised that he had taken out an equity loan when he bought the house to be used on the actual purchase and that he believed the requested loan should not be considered a “cash out” product.? Our representative advised that we would review the request and return the member’s call? When our representative subsequently spoke with our member on September, [redacted] was informed that, while the home was purchased in 2004, the equity loan had been refinanced in and 2012; therefore, the loan would be considered a “cash out” product.? ? A supervisor called the member on September and advised [redacted] that an attempt would be made to obtain an exception on the rates and points; however, an exception was not granted.? ? ? Should [redacted] have any questions, he may call Francesca T [redacted] , Assistant Manager, Mortgage Processing and Closing, at ###-###-####, extension 47360, between 8:a.mand 4:p.m., Eastern time, weekdays
---------- Forwarded message ----------From:? [redacted] ? < [redacted] @***.com>Date: Tue, Feb 23, at 10:AMSubject: # [redacted] To: "[email protected]" I am informing you that we contact? Navy Federal Credit Union again about case # [redacted] , informed we filed? the complaint to Revdex.comThis time different customer represent answered and within minutes he sent us gift card $electronically.? He promised the first represent,? [redacted] the supervisor of redeem department, her? action was not the protocol and make sure it's not happening again.? We are not satisfied the supervisor's action, she should not be in that kind of position but for the this matter,? case # [redacted] we consider it's closed.Thank you for all of your work and protection for both consumers and businesses.? Warm 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 the Optional Overdraft Protection Service (OOPS) fees assessed to her checking account We have determined the fees were assessed correctly We have previously waived valid OOPS fees for [redacted] on July 2015, July and October As a final courtesy, on June we credited [redacted] ’s account a total amount of $for the two $fees assessed on May In the future, we are unable to waive any additional fees, unless due to a Navy Federal error Navy Federal's nightly processing is between the hours of 12:a.mto 6:a.m., Eastern time, Monday through Friday, excluding Federal Holidays During this processing time transactions are posted To avoid fees, sufficient funds should be on deposit and available for use before issuing payments or authorizing transactions In order to keep an accurate balance, members are encouraged to monitor their accounts to ensure that outstanding transactions have posted If any transactions have not cleared and members continue to make transactions without sufficient funds, they are responsible for any fees assessed If [redacted] has any questions, she may contact Patricia W***, Savings and Checking Operations Specialist, at ###-###-####, extension ***, between the hours of 6:a.mto 4:p.m., Central time, Monday, Wednesday, Thursday and Friday
The following references the complaint we received on September 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 We have refunded a total of $in fees that were charged to [redacted] ’s checking account number xxxxxxx [redacted] as a result of a miscommunication concerning her husband’s direct deposit We regret the inconvenience and concern [redacted] was caused In addition, we have credited $to her account as reimbursement for any outside fees she incurred as a consequence of this situation.In an effort to ensure that [redacted] does not encounter such difficulties in the future, we advised her that the directdeposit could be distributed to an account in her husband’s name or she could designate her husband as the joint owner of her [redacted] checking account.Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:? Hi-I thought I submitted response, but perhaps it was the IT system errorI would also like to provide attached supporting documentationAttached you will find my repeated appeals ignored by NFCU until VA intervened on my behalf in the attached .? Unfortunately, by that time I incurred a lot of stress and spent thousands of dollars on unnecessary repairs.Based on the attached evidence and additional facts, I disagree with NFCU's response.? Also, I still have not received a professional Boundary Survey.? One that was send, while improved, still has fundamental errors.Thank you again for this rectitude.V/R [redacted] , [redacted] ***Regards, [redacted] & [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:I called Navy Federal Credit Union and reported the card as lost back in June of I received a new card a week later, tried to activate it and was told the account was frozen due to suspicious activity I was also told I needed to go to a Branch to reestablish my identity I live upstate NY where no Navy Credit Union exists I traveled on military duty in July of to Jacksonville FL At that time I found a Navy Branch and reestablish my identity My new card was finally activated and good to use Finally in September of 2016, I called Navy to make a Credit Card payment I was told I needed to find a Branch and reestablish my identity I'm confused as to why I need to reestablish my identity so much and why I can not make a payment to my credit card I recently telephoned Navy and made my credit card payment over the phone using my checking account However my account is currently frozen due to "suspicious activity"Regards, [redacted]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by our member, [redacted] We have reviewed our member’s concerns regarding fees which have been assessed to his business checking account Navy Federal has waived a total of $for overdrawn and non-sufficient funds fees on the account since June During several conversations with our Member Service Representatives, [redacted] was advised that no additional fees will be waived unless they were assessed as a result of a Navy Federal error Our research has confirmed that no fees have been assessed to the account as a result of Navy Federal error [redacted] may wish to contact the companies referenced in his complaint to request reimbursement
The following references the complaint we received on December 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 We reviewed the telephone call in question and confirmed that the person we spoke with identified himself as [redacted] and correctly answered our verification questions We did not knowingly disclose information to a third party We understand that our member and his father share a name; therefore, we suggest that he update his account to read [redacted] , Jr., to avoid confusion going forward We have also noted that [redacted] is not a valid contact number for Mr [redacted] and have updated his father’s account to prevent contact to that number If Mr [redacted] would like to indicate that he is a junior, we request that he contact us at [redacted] as soon as possible, or complete the attached Change of Information/Add Joint Owner form and return it to us in the envelope provided Over the past several weeks, we have made several attempts to contact Mr [redacted] by letter, email and telephone As of January 2018, his [redacted] credit card account and his personal expense loan are past due To discuss his accounts, Mr [redacted] may contact Mr [redacted] ***, between the hours of 9:a.mand 5:p.m., Central time, weekdaysTell us why here
The following references the complaint we received on December 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 Based on the additional information received, we have reopened our investigation of Ms [redacted] ’ claim In addition, we have issued a provisional credit of $to her EveryDay checking account We will notify Ms [redacted] of our determination once our investigation is complete We strive to provide courteous and accurate service at all times and regret that our member feels that she was not afforded such in this instance Should she have any questions, Ms [redacted] may call Brad J [redacted] , Assistant Supervisor, Card Fraud Recovery, at ###-###-####, extension 70313, between 9:a.mand 5:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on December 2015, submitted by [redacted] *** We have thoroughly researched our member’s concernsAccording to our records, [redacted] filed for Chapter Bankruptcy protection on October 2010; the bankruptcy was discharged on February At the time our member filed for bankruptcy protection, the balances of the following loans were charged to our reserves: consumer loan ending in account number with a due date of April 2010; consumer loan ending in account number [redacted] with a due date of May 2010; credit card account number xxxx-xxxx-xxxx- [redacted] with a due date of February Consumer loan ending in account number was currentThese accounts are being reported correctly by Navy Federal to the nationwide credit bureaus; therefore, no adjustment is necessary Questions regarding this matter may be directed to Kathryn B***, Supervisor, Consumer Loan Servicing, 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 October from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] .Navy Federal is committed to assisting our member [redacted] can contact MrsG [redacted] at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays, to provide the necessary information for further processing of his claim.Regarding [redacted] ’s credit report, we have confirmed that we reported the accounts correctlyFinally, we can also confirm that the duplicate trade lines for the three consumer loan accounts have been removed from his credit report
This is in reference to the follcomplaint we received on March from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted] ***.? The complaint was originally assigned an ID number of [redacted] ? We have reviewed [redacted] ***’s Power of Attorney and her attorney-in-fact can now make transactions on her Navy Federal accounts at any time.? As previously advised, [redacted] may request a code word for her account in writing.? We consider this matter to be closed
The following references the complaint we received on December 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 Our 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 yield The member agreed and the account type was changed On 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 accounts The member again agreed and her account type was changed We have reviewed Ms [redacted] ’s claim regarding the [redacted] transactions We 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 unauthorized If the investigation determines that the transactions were unauthorized, the provisional credit will be made permanent Should 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 fees If our member has any questions, she may contact Navy Federal anytime at ###-###-####
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.? Navy Federal strives to provide efficient and responsive service to our members at all times, and we regret that this is not consistent with our member’s experience.? ? Adam H [redacted] , Manager, Mortgage Origination, contacted [redacted] on March and advised that he would be assigned to a new Loan Officer.? The mortgage loan is currently still in progress and will be monitored closely to ensure no further issues occur? If [redacted] has any questions, he may contact Tony H [redacted] , Regional Manager, Field Mortgage, at ###-###-####, extension ***, between the hours of 8:a.mand 5:p.m., weekdays
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] ? We have thoroughly researched Ms [redacted] ’s concerns.? Ms [redacted] ’s checking account was opened on September 2012, but became a loss to our membership due to an overdrawn balance on July 2013.? Ms [redacted] remains responsible for the outstanding balance ? Our records show that Ms [redacted] contacted us on August to discuss payment arrangements for her account.? We have sent copies of her account statements to Ms [redacted] ’s address of record.? If she has any further questions or if she wishes to reestablish her membership and savings account, she may contact the Recoveries Branch, at [redacted] between the hours of 8:a.mand 6:p.m., Eastern time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by [redacted] We have researched [redacted] ’s concernsDue to conflicting information currently on file for [redacted] , it will be necessary for her to provide Navy Federal with a copy of her Driver’s License and complete a Change of Information/Add joint Owner form, to ensure that accurate information is listed for her account In addition, [redacted] ’s sponsor, [redacted] , must provide proof of eligibility for membership with Navy FederalThis documentation was originally requested on November and remains a requirement for full access to ***and [redacted] ’ accountsAs advised previously, [redacted] must visit a Navy Federal branch and present a government issued photo ID along with original Social Security card, proof of physical address used to open acct (e.goriginal recent utility bill, tax statement, mortgage statement- not a lease or cell phone bill) and show proof that he meets eligibility based on the following requirements: member of the Armed Forces, Department of Defense, Coast Guard regular Active Duty and Reservists; Army and Air National Guard personnel; retired personnel; or through a family relationship or household member Questions regarding this matter may be directed to Robert S [redacted] , Assistant Vice President, Security Operations Center, at ###-###-#### (please choose option 4), between the hours of 8:a.mand 5:p.m., Eastern time, Monday through Friday
The following is in response to the complaint we received on September from the BetterBusiness Bureau on behalf of [redacted] ***The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concern regarding the loan ending in [redacted] which wasenrolled in our optional Guaranteed Asset Protection (GAP)Mr***s used vehicle loan ending in [redacted] originated on December and was enrolled in the optional GAP program as he requested onDecember His GAP claim was submitted on September 2015; the claim was subsequentlyapproved on September Our member did not make the September payment so it was subtractedfrom the payoffOur member is requesting that Navy Federal pay this amount since it was after his Dateof Loss.The GAP Claims Administration applied the GAP coverage amount as follows to the loan ending in***:? Balance at the time of loss (maximum covered $46,324.50) $50,502.25? [redacted] insurance payment -$31,913.20? Balance after [redacted] insurance payment $18,589.05? GAP adjustment at 150% LTV -$14,411.30? Balance after the GAP adjustment $ 4,177.75? Courtesy adjustment for September -$ 1,276.58? Remaining balance on account $ 2,901.17When members enroll in our optional GAP program, they receive an Agreement and Disclosure whichstates the following: “During the time it takes to process your claim, you remain responsible for makingat least the minimum payment due on the Loan by the regular payment due dateYou are responsible forany difference between the minimum payment due on the Loan and the amount canceledIf you have avalid claim, we will refund the portion of your payment(s) that should have been canceled or postponedaccording to the terms of this agreement.”As a courtesy, we have waived the September payment due in the amount of $1,Thisleaves our member with a remaining balance of $2,on the account.Follquestions should be directed to B [redacted] Loan Protection Claims Processor, by calling [redacted] between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on July from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched [redacted] ’ concern regarding her loan application at Navy Federal Our records reflect that a loan application was submitted on July 2016, and the loan purpose was updated from personal expense to consolidation to accurately reflect the intent of the loan The change in purpose of the loan did not have an effect on the APR initially assigned to the application [redacted] qualified for the APR rate based on Navy Federal’s lending criteria Our rate scale assigns a rate based on various factors, such as: an individual’s credit history, the purpose of the loan, the loan terms and the member’s current credit score Our records indicate that the loan terms, including rate and monthly repayment amounts were reviewed with [redacted] prior to her acceptance of the loan [redacted] called Navy Federal on July to cancel the consolidation loan Cancellation of the loan was completed on July Janice D [redacted] , Supervisor, Loan Officer, attempted to contact [redacted] to discuss her loan application, but was unsuccessful If [redacted] should have any questions, she may contact MsD [redacted] at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] ***The complaint was assigned an ID number of [redacted] .Navy Federal has thoroughly reviewed our member’s concernsWe have found that, on December, [redacted] ***’ checking account had an available balance of $A transfer of $was made from another Navy Federal account to the checking account, increasing the available funds to $Point of Sale transaction authorizations, which cause a temporary hold on funds, as well as posted transactions, reduced the available balance to $Since sufficient funds to pay the Automated Clearing House (ACH) debit for $from [redacted] were not available, the item was returnedOn December, we sent a message to [redacted] through our Online Account Access advising of the return of the item and assessment of a returned item fee.The ACH debit was properly returned and the returned item fee was properly chargedHowever, in the interest of member service, we have refunded the $returned item fee [redacted] was chargedReturned items fees have been refunded as a courtesy on several occasions; consequently, we will be unable to refund properly assessed returned items fees in the futureWe will not reimburse [redacted] for any fees assessed by [redacted] as a result of the returned item
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 reviewed our member’s concerns Navy Federal does not reveal confidential account information to third parties without a member’s authorization In [redacted] ’ case, we attempted to contact her on September; when we were unsuccessful, we placed a call to her place of employment We did not at any time contact any individual with whom [redacted] has no relation Our member has recently furnished her current employment information; any future telephone contact will be made solely to the number she provided at that time and any other communication will be made via E-mail.Should she have any questions, [redacted] may call Joseph F*, Assistant Manager, Mid-Stage Collections, at ###-###-#### between 8: a.mand 4:p.m., Central time, weekdays
The following references the complaint we received on September 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.? [redacted] applied via Navy Federal Online on September for a “no cash back” refinance of his first and second mortgages.? As noted on our web site, navyfederal.org, rates are based on additional information, and subject to change based on evaluation of the information ? When [redacted] spoke with our representative on September, our representative explained that rate and points combinations are based on several different components of the loan and therefore his rate and points were changed to reflect those components.? [redacted] advised that he had taken out an equity loan when he bought the house to be used on the actual purchase and that he believed the requested loan should not be considered a “cash out” product.? Our representative advised that we would review the request and return the member’s call? When our representative subsequently spoke with our member on September, [redacted] was informed that, while the home was purchased in 2004, the equity loan had been refinanced in and 2012; therefore, the loan would be considered a “cash out” product.? ? A supervisor called the member on September and advised [redacted] that an attempt would be made to obtain an exception on the rates and points; however, an exception was not granted.? ? ? Should [redacted] have any questions, he may call Francesca T [redacted] , Assistant Manager, Mortgage Processing and Closing, at ###-###-####, extension 47360, between 8:a.mand 4:p.m., Eastern time, weekdays
---------- Forwarded message ----------From:? [redacted] ? < [redacted] @***.com>Date: Tue, Feb 23, at 10:AMSubject: # [redacted] To: "[email protected]" I am informing you that we contact? Navy Federal Credit Union again about case # [redacted] , informed we filed? the complaint to Revdex.comThis time different customer represent answered and within minutes he sent us gift card $electronically.? He promised the first represent,? [redacted] the supervisor of redeem department, her? action was not the protocol and make sure it's not happening again.? We are not satisfied the supervisor's action, she should not be in that kind of position but for the this matter,? case # [redacted] we consider it's closed.Thank you for all of your work and protection for both consumers and businesses.? Warm 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 the Optional Overdraft Protection Service (OOPS) fees assessed to her checking account We have determined the fees were assessed correctly We have previously waived valid OOPS fees for [redacted] on July 2015, July and October As a final courtesy, on June we credited [redacted] ’s account a total amount of $for the two $fees assessed on May In the future, we are unable to waive any additional fees, unless due to a Navy Federal error Navy Federal's nightly processing is between the hours of 12:a.mto 6:a.m., Eastern time, Monday through Friday, excluding Federal Holidays During this processing time transactions are posted To avoid fees, sufficient funds should be on deposit and available for use before issuing payments or authorizing transactions In order to keep an accurate balance, members are encouraged to monitor their accounts to ensure that outstanding transactions have posted If any transactions have not cleared and members continue to make transactions without sufficient funds, they are responsible for any fees assessed If [redacted] has any questions, she may contact Patricia W***, Savings and Checking Operations Specialist, at ###-###-####, extension ***, between the hours of 6:a.mto 4:p.m., Central time, Monday, Wednesday, Thursday and Friday
The following references the complaint we received on September 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 We have refunded a total of $in fees that were charged to [redacted] ’s checking account number xxxxxxx [redacted] as a result of a miscommunication concerning her husband’s direct deposit We regret the inconvenience and concern [redacted] was caused In addition, we have credited $to her account as reimbursement for any outside fees she incurred as a consequence of this situation.In an effort to ensure that [redacted] does not encounter such difficulties in the future, we advised her that the directdeposit could be distributed to an account in her husband’s name or she could designate her husband as the joint owner of her [redacted] checking account.Tell us why here
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because:? Hi-I thought I submitted response, but perhaps it was the IT system errorI would also like to provide attached supporting documentationAttached you will find my repeated appeals ignored by NFCU until VA intervened on my behalf in the attached .? Unfortunately, by that time I incurred a lot of stress and spent thousands of dollars on unnecessary repairs.Based on the attached evidence and additional facts, I disagree with NFCU's response.? Also, I still have not received a professional Boundary Survey.? One that was send, while improved, still has fundamental errors.Thank you again for this rectitude.V/R [redacted] , [redacted] ***Regards, [redacted] & [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:I called Navy Federal Credit Union and reported the card as lost back in June of I received a new card a week later, tried to activate it and was told the account was frozen due to suspicious activity I was also told I needed to go to a Branch to reestablish my identity I live upstate NY where no Navy Credit Union exists I traveled on military duty in July of to Jacksonville FL At that time I found a Navy Branch and reestablish my identity My new card was finally activated and good to use Finally in September of 2016, I called Navy to make a Credit Card payment I was told I needed to find a Branch and reestablish my identity I'm confused as to why I need to reestablish my identity so much and why I can not make a payment to my credit card I recently telephoned Navy and made my credit card payment over the phone using my checking account However my account is currently frozen due to "suspicious activity"Regards, [redacted]
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by our member, [redacted] We have reviewed our member’s concerns regarding fees which have been assessed to his business checking account Navy Federal has waived a total of $for overdrawn and non-sufficient funds fees on the account since June During several conversations with our Member Service Representatives, [redacted] was advised that no additional fees will be waived unless they were assessed as a result of a Navy Federal error Our research has confirmed that no fees have been assessed to the account as a result of Navy Federal error [redacted] may wish to contact the companies referenced in his complaint to request reimbursement
The following references the complaint we received on December 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 We reviewed the telephone call in question and confirmed that the person we spoke with identified himself as [redacted] and correctly answered our verification questions We did not knowingly disclose information to a third party We understand that our member and his father share a name; therefore, we suggest that he update his account to read [redacted] , Jr., to avoid confusion going forward We have also noted that [redacted] is not a valid contact number for Mr [redacted] and have updated his father’s account to prevent contact to that number If Mr [redacted] would like to indicate that he is a junior, we request that he contact us at [redacted] as soon as possible, or complete the attached Change of Information/Add Joint Owner form and return it to us in the envelope provided Over the past several weeks, we have made several attempts to contact Mr [redacted] by letter, email and telephone As of January 2018, his [redacted] credit card account and his personal expense loan are past due To discuss his accounts, Mr [redacted] may contact Mr [redacted] ***, between the hours of 9:a.mand 5:p.m., Central time, weekdaysTell us why here
The following references the complaint we received on December 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 Based on the additional information received, we have reopened our investigation of Ms [redacted] ’ claim In addition, we have issued a provisional credit of $to her EveryDay checking account We will notify Ms [redacted] of our determination once our investigation is complete We strive to provide courteous and accurate service at all times and regret that our member feels that she was not afforded such in this instance Should she have any questions, Ms [redacted] may call Brad J [redacted] , Assistant Supervisor, Card Fraud Recovery, at ###-###-####, extension 70313, between 9:a.mand 5:p.m., Central time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on December 2015, submitted by [redacted] *** We have thoroughly researched our member’s concernsAccording to our records, [redacted] filed for Chapter Bankruptcy protection on October 2010; the bankruptcy was discharged on February At the time our member filed for bankruptcy protection, the balances of the following loans were charged to our reserves: consumer loan ending in account number with a due date of April 2010; consumer loan ending in account number [redacted] with a due date of May 2010; credit card account number xxxx-xxxx-xxxx- [redacted] with a due date of February Consumer loan ending in account number was currentThese accounts are being reported correctly by Navy Federal to the nationwide credit bureaus; therefore, no adjustment is necessary Questions regarding this matter may be directed to Kathryn B***, Supervisor, Consumer Loan Servicing, 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 October from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] .Navy Federal is committed to assisting our member [redacted] can contact MrsG [redacted] at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays, to provide the necessary information for further processing of his claim.Regarding [redacted] ’s credit report, we have confirmed that we reported the accounts correctlyFinally, we can also confirm that the duplicate trade lines for the three consumer loan accounts have been removed from his credit report
This is in reference to the follcomplaint we received on March from the Revdex.com (Revdex.com) on behalf of Navy Federal member [redacted] ***.? The complaint was originally assigned an ID number of [redacted] ? We have reviewed [redacted] ***’s Power of Attorney and her attorney-in-fact can now make transactions on her Navy Federal accounts at any time.? As previously advised, [redacted] may request a code word for her account in writing.? We consider this matter to be closed
The following references the complaint we received on December 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 Our 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 yield The member agreed and the account type was changed On 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 accounts The member again agreed and her account type was changed We have reviewed Ms [redacted] ’s claim regarding the [redacted] transactions We 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 unauthorized If the investigation determines that the transactions were unauthorized, the provisional credit will be made permanent Should 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 fees If our member has any questions, she may contact Navy Federal anytime at ###-###-####
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.? Navy Federal strives to provide efficient and responsive service to our members at all times, and we regret that this is not consistent with our member’s experience.? ? Adam H [redacted] , Manager, Mortgage Origination, contacted [redacted] on March and advised that he would be assigned to a new Loan Officer.? The mortgage loan is currently still in progress and will be monitored closely to ensure no further issues occur? If [redacted] has any questions, he may contact Tony H [redacted] , Regional Manager, Field Mortgage, at ###-###-####, extension ***, between the hours of 8:a.mand 5:p.m., weekdays
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] ? We have thoroughly researched Ms [redacted] ’s concerns.? Ms [redacted] ’s checking account was opened on September 2012, but became a loss to our membership due to an overdrawn balance on July 2013.? Ms [redacted] remains responsible for the outstanding balance ? Our records show that Ms [redacted] contacted us on August to discuss payment arrangements for her account.? We have sent copies of her account statements to Ms [redacted] ’s address of record.? If she has any further questions or if she wishes to reestablish her membership and savings account, she may contact the Recoveries Branch, at [redacted] between the hours of 8:a.mand 6:p.m., Eastern time, weekdays
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on January 2016, submitted by [redacted] We have researched [redacted] ’s concernsDue to conflicting information currently on file for [redacted] , it will be necessary for her to provide Navy Federal with a copy of her Driver’s License and complete a Change of Information/Add joint Owner form, to ensure that accurate information is listed for her account In addition, [redacted] ’s sponsor, [redacted] , must provide proof of eligibility for membership with Navy FederalThis documentation was originally requested on November and remains a requirement for full access to ***and [redacted] ’ accountsAs advised previously, [redacted] must visit a Navy Federal branch and present a government issued photo ID along with original Social Security card, proof of physical address used to open acct (e.goriginal recent utility bill, tax statement, mortgage statement- not a lease or cell phone bill) and show proof that he meets eligibility based on the following requirements: member of the Armed Forces, Department of Defense, Coast Guard regular Active Duty and Reservists; Army and Air National Guard personnel; retired personnel; or through a family relationship or household member Questions regarding this matter may be directed to Robert S [redacted] , Assistant Vice President, Security Operations Center, at ###-###-#### (please choose option 4), between the hours of 8:a.mand 5:p.m., Eastern time, Monday through Friday
The following is in response to the complaint we received on September from the BetterBusiness Bureau on behalf of [redacted] ***The complaint was assigned an ID number of [redacted] We have thoroughly researched our member’s concern regarding the loan ending in [redacted] which wasenrolled in our optional Guaranteed Asset Protection (GAP)Mr***s used vehicle loan ending in [redacted] originated on December and was enrolled in the optional GAP program as he requested onDecember His GAP claim was submitted on September 2015; the claim was subsequentlyapproved on September Our member did not make the September payment so it was subtractedfrom the payoffOur member is requesting that Navy Federal pay this amount since it was after his Dateof Loss.The GAP Claims Administration applied the GAP coverage amount as follows to the loan ending in***:? Balance at the time of loss (maximum covered $46,324.50) $50,502.25? [redacted] insurance payment -$31,913.20? Balance after [redacted] insurance payment $18,589.05? GAP adjustment at 150% LTV -$14,411.30? Balance after the GAP adjustment $ 4,177.75? Courtesy adjustment for September -$ 1,276.58? Remaining balance on account $ 2,901.17When members enroll in our optional GAP program, they receive an Agreement and Disclosure whichstates the following: “During the time it takes to process your claim, you remain responsible for makingat least the minimum payment due on the Loan by the regular payment due dateYou are responsible forany difference between the minimum payment due on the Loan and the amount canceledIf you have avalid claim, we will refund the portion of your payment(s) that should have been canceled or postponedaccording to the terms of this agreement.”As a courtesy, we have waived the September payment due in the amount of $1,Thisleaves our member with a remaining balance of $2,on the account.Follquestions should be directed to B [redacted] Loan Protection Claims Processor, by calling [redacted] between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on July from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched [redacted] ’ concern regarding her loan application at Navy Federal Our records reflect that a loan application was submitted on July 2016, and the loan purpose was updated from personal expense to consolidation to accurately reflect the intent of the loan The change in purpose of the loan did not have an effect on the APR initially assigned to the application [redacted] qualified for the APR rate based on Navy Federal’s lending criteria Our rate scale assigns a rate based on various factors, such as: an individual’s credit history, the purpose of the loan, the loan terms and the member’s current credit score Our records indicate that the loan terms, including rate and monthly repayment amounts were reviewed with [redacted] prior to her acceptance of the loan [redacted] called Navy Federal on July to cancel the consolidation loan Cancellation of the loan was completed on July Janice D [redacted] , Supervisor, Loan Officer, attempted to contact [redacted] to discuss her loan application, but was unsuccessful If [redacted] should have any questions, she may contact MsD [redacted] at ###-###-####, extension ***, between the hours of 7:a.mand 4:p.m., Eastern time, Monday through Friday
The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] ***The complaint was assigned an ID number of [redacted] .Navy Federal has thoroughly reviewed our member’s concernsWe have found that, on December, [redacted] ***’ checking account had an available balance of $A transfer of $was made from another Navy Federal account to the checking account, increasing the available funds to $Point of Sale transaction authorizations, which cause a temporary hold on funds, as well as posted transactions, reduced the available balance to $Since sufficient funds to pay the Automated Clearing House (ACH) debit for $from [redacted] were not available, the item was returnedOn December, we sent a message to [redacted] through our Online Account Access advising of the return of the item and assessment of a returned item fee.The ACH debit was properly returned and the returned item fee was properly chargedHowever, in the interest of member service, we have refunded the $returned item fee [redacted] was chargedReturned items fees have been refunded as a courtesy on several occasions; consequently, we will be unable to refund properly assessed returned items fees in the futureWe will not reimburse [redacted] for any fees assessed by [redacted] as a result of the returned item
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 reviewed our member’s concerns Navy Federal does not reveal confidential account information to third parties without a member’s authorization In [redacted] ’ case, we attempted to contact her on September; when we were unsuccessful, we placed a call to her place of employment We did not at any time contact any individual with whom [redacted] has no relation Our member has recently furnished her current employment information; any future telephone contact will be made solely to the number she provided at that time and any other communication will be made via E-mail.Should she have any questions, [redacted] may call Joseph F
*, Assistant Manager, Mid-Stage Collections, at ###-###-#### between 8: a.mand 4:p.m., Central time, weekdays