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 thoroughly reviewed [redacted] ’s concerns Our records show *** [redacted] ’s loan account ending in [redacted] became a loss to Navy Federal due to nonpayment on February and his credit card account became a loss due to nonpayment on March On August 2017, our member agreed to a repayment plan for his credit card account However, the repayment plan was voided when the complete credit card payment scheduled for January was not received and our member did not contact Navy Federal to discuss new arrangements Funds were transferred from our member’s checking account to his credit card account on February If payments are not received by the payment due date, funds can be transferred to cover the amount owed from the member’s savings and/or checking accounts The funds are transferred in accordance with the terms of the Navy Federal Credit Card Agreement and Disclosure, to which our member agreedOur member established new payment arrangements on March and a partial refund of the transferred amount was processed Our member has subsequently failed to remit payments under the new payment arrangement and his account has an outstanding balanceShould [redacted] have additional questions or wish to re-establish payment arrangements, he may contact Counselor F [redacted] , Recoveries Branch, at ###-###-####, extension ***, between the hours of 8:a.mand 6:p.m., Eastern time, weekdays
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Navy Federal has yet to date to provide proof that this is in fact a valid claim with the original documentation bearing a signature Regards, [redacted]
This is in reference to the follcomplaint we received on August from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was originally assigned an ID number of [redacted] ? We have conducted a thorough review of [redacted] ’s mortgage application.? [redacted] called Navy Federal on July to apply for a mortgage refinance.? During the call, [redacted] was read the following disclosure and agreed to it:? “By continuing with this application, you and the co-applicant give Navy Federal permission to obtain your consumer credit reports, which will be ordered immediately.” ? We have reviewed the telephone call between out Member Service Representative (MSR) and [redacted] An MSR cannot deny a mortgage application or promise approval and can only assist a member with completing an application during a phone call ? Several factors are considered in the approval process after an application is submitted.? The MSR advised [redacted] that he would be contacted by a processor within a few days ? If [redacted] has further questions, he may contact us at 1-888-842-NFCU (6328) at any timeTell us why here
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on September 2016, submitted by our member, [redacted] We have thoroughly researched our member’s concerns [redacted] applied for a 30-year U.SDepartment of Veterans Affairs (VA) Interest Rate Reduction Refinancing Loan (IRRRL), and requested cash back at closing Current VA guidelines do not allow for cash back on an IRRRL The loan was converted at our member's request to a 30-year fixed VA cash-out refinance [redacted] opted to have all costs included in the principal amount financed and receive $20,at closing The original mortgage was taken out in April for a loan amount of $405,with payments of $2, The new loan request was for $427,with an estimated payment of $2, However, the appraised value of the property came in below the amount of the requested refinance, which prevented our member from receiving cash back at closing As a result, [redacted] requested to cancel the application When our member submitted his loan application, he was advised that the fees for the required credit report and appraisal were non-refundable On August 2016, [redacted] provided his written intent to proceed with the application and gave authorization for Navy Federal to collect the appraisal fee Additionally, he was required to have a termite inspection completed prior to his loan closing; the inspection company was selected by him and he was responsible for the associated expense; this fee was not collected by Navy Federal These fees will not be refunded
Date Sent: 3/21/10:14:PMThe following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] A [redacted] The complaint was assigned an ID number of [redacted] .? We have thoroughly researched our member’s concern regarding Business [redacted] credit card account number ending in ***Our records show that the credit card was past dueIf payments are not received by the payment due date, funds can be transferred to cover the amount owed from the member’s savings and/or checking accountsThe funds are transferred in accordance with Navy Federal Business Credit Card Agreement and Disclosure, to which our member agreedThe funds will not be revertedThe next payment for this account is due by March 2017.? Should our member have any questions, she may contact Livia Arsenault, Supervisor, Collections, at ###-###-####, extension 42335, between the hours of 7:a.mand 5:p.m., Eastern time, Monday to Friday.?
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 a 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 researched our member’s concerns.? Our records show that Specialist [redacted] contacted Navy Federal on August and applied for an automobile refinance loan to pay off a loan at another financial institution.? We reviewed the recorded telephone call which revealed that our representative asked our member if she would prefer to have her loan documents mailed to her or pick them up at a branchSpecialist [redacted] confirmed with our representative that she would drive to the Navy Federal [redacted] Branch.? Our representative also confirmed during the telephone call that the documents would be available at the branch at the completion of the loan application.? She was also advised of the new payment date and that payments could be made using her Navy Federal Online Access? Specialist [redacted] contacted Navy Federal again on September 2017.? We reviewed the recorded telephone call which revealed our member’s confirmation that she would visit the branch to obtain her loan draft and documents.? On September, Ms [redacted] visited the [redacted] Branch, signed the Promissory Note, endorsed the loan draft, then asked our branch representatives to mail the loan draft to her external financial institution.? As requested, Navy Federal mailed the draft to the address Ms [redacted] provided.? ? If Specialist [redacted] has any questions, she may contact [redacted] Branch, at [redacted] between 9:a.mand 5:p.m., Mountain time, Monday through 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 On September, Linda T***, Supervisor, Loan Officer, spoke with [redacted] and was able to advise him that we had changed the terms of his loan from months to months The interest rate of 5.8% per annum remains the same; his new monthly loan payments are $ A corrected Promissory Note has been sent to our member via *** We will use this situation in our training to ensure that other members will not be similarly inconvenienced.Should [redacted] have any questions, he may contact MsT [redacted] at ###-###-#### between 1:p.mthrough 9:p.m., Central time, Sunday through Thursday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint Through our review of this matter, we concluded that our representative correctly followed our procedures and conducted herself in a professional manner When check numbered [redacted] was presented for payment to [redacted] ’ Navy Federal checking account on October and was returned unpaid due to non-sufficient funds, a $non-sufficient funds fee was assessed to her account On the same date, [redacted] request to have her fee waived was denied Per Navy Federal’s Important Disclosures, the credit union is authorized to refuse checks that exceed funds available in the checking account A fee will be assessed in the amount shown on Navy Federal’s current Schedule of Fees and Charges for each refused check Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times, and we regret that [redacted] was not satisfied with the service she received If [redacted] has any questions, she may contact Kirstie L [redacted] Supervisor, Contact Center Resolution, at [redacted] , extension ***, between the hours of 7:a.mto 3:p.m., Eastern time, Monday through Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2016, submitted by our member, [redacted] We have thoroughly researched our member’s concern Navy Federal received a fraud claim from [redacted] on October After a thorough investigation, we concluded that no error occurred based on account activity Funds were withdrawn from Gunnery Sergeant ***’ savings account to reduce the overdrawn amount on Mr [redacted] ’s account, in accordance with the Joint Ownership section of Navy Federal’s Membership/Savings/Checking Disclosure Statement (copy attached) Questions regarding this matter may be directed to Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:a.mand 3:p.m., Central time, Monday through Friday
The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched Petty Officer ***’s concern regarding her credit card accounts at Navy Federal not being reported to the four major consumer reporting agencies In our investigation, we found the [redacted] account ending in [redacted] was not reporting as an active account to any of the reporting agencies An update has been made to each of the major agencies to reflect the account and its history Our member’s [redacted] account ending in [redacted] has been closed since March Navy Federal does not control how the consumer reporting agencies present our tradelines Depending on the reporting agency, accounts or tradelines older than seven years may drop off from the credit report Should Petty Officer [redacted] have any questions, she may contact Theo J***, Supervisor, Consumer Loan Services, at ###-###-####, extension 43834, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***
---------- 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 $electronicallyHe promised the first represent, [redacted] the supervisor of redeem department, her action was not the protocol and make sure it's not happening againWe 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 businessesWarm regards [redacted]
This is in reference to the follcomplaint we received on January from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was originally assigned an ID number of [redacted] ? We have reviewed the recording of the phone call in question again; we maintain that our representative acted in line with our policy of releasing credit card authorization holds only after confirming the merchant’s cancellation of the transactionWe also note that our representative provided a $credit to the account, to allow [redacted] to make his desired transaction? We strive to provide excellent service to our members, and only disconnect calls when we have exhausted all our optionsIn this instance, our representative attempted several times to explain our policy regarding authorization hold releasesWhen it became clear that [redacted] was not receptive to this information, our representative disconnected the call after asking if there were other matters she might assist? him with, and then advising [redacted] that she would disconnect the call, as there was nothing further with which she could help him
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 [redacted] ***’ situationAs requested, [redacted] was removed as authorized user from the [redacted] account of [redacted] *** We have contacted the four consumer reporting agencies on [redacted] ***’ behalf to remove this tradeline; it may take days for the data concerning the credit card account to be removed from her credit report Should she have any questions, [redacted] may contact Joanna W***, Supervisor, Credit Card Servicing, at [redacted] , extension ***, between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have reviewed [redacted] ’s concerns and have written to her directly to address this matterWe regret any inconvenience she was caused, and invite her to contact us using the information provided in our letter should she have any additional concerns
This is in reference to the follcomplaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was originally assigned an ID number of [redacted] Navy Federal’s automated system will not allow a member to maintain an Active Duty checking without the Direct Deposit of Net Pay (DDNP)Currently, Colonel [redacted] has an allotment that is distributed to Navy Federal which, unfortunately, does not satisfy the requirement for the checking account he has requestedIf he were to change the destination of his DDNP to Navy Federal, the requirement for the Active Duty Checking Account would be met We regret any miscommunication which may have occurred in this matterWe appreciate Colonel [redacted] ’s feedback, and we will consider it when we evaluate our products and services for potential enhancements Should he have any additional questions, Colonel [redacted] may call Jackie Madderra, Supervisor, Savings and Checking Operations, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, weekdays
The following references the complaint we received on 24July 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 On April, [redacted] applied for a mortgage refinance; at that time, we advised [redacted] that when he signed an “intent to proceed”, an appraisal would be ordered We also advised him at that time that fees for appraisals are not refundable He then provided his credit card account number so that the appraisal fee could be charged to his credit card account He signed an “intent to proceed” on April and an appraisal of his property was ordered on April A copy of the appraisal was forwarded to [redacted] via E-mail on May; a paper copy was sent to him on July On July, a mortgage supervisor spoke with [redacted] and reiterated that property appraisal fees are not refundable At that time, our member acknowledged that he understood our procedure Should he have any additional questions, he may call Dee B [redacted] , Assistant Manager, Pensacola Mortgage Processing, at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]
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 and as advised in our previous response to the Revdex.com on October (Identification number [redacted] ), we have found that no error has been made by Navy Federal The restrictions which were put on [redacted] ***’s account were placed correctly Should she have any questions, [redacted] may call Robert S [redacted] , Assistant Vice President, Security Operations Center, at ###-###-####, extension ***, between 8:a.mand 5:p.m., weekdays
The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] Navy Federal has thoroughly reviewed [redacted] ’s concerns Our records show *** [redacted] ’s loan account ending in [redacted] became a loss to Navy Federal due to nonpayment on February and his credit card account became a loss due to nonpayment on March On August 2017, our member agreed to a repayment plan for his credit card account However, the repayment plan was voided when the complete credit card payment scheduled for January was not received and our member did not contact Navy Federal to discuss new arrangements Funds were transferred from our member’s checking account to his credit card account on February If payments are not received by the payment due date, funds can be transferred to cover the amount owed from the member’s savings and/or checking accounts The funds are transferred in accordance with the terms of the Navy Federal Credit Card Agreement and Disclosure, to which our member agreedOur member established new payment arrangements on March and a partial refund of the transferred amount was processed Our member has subsequently failed to remit payments under the new payment arrangement and his account has an outstanding balanceShould [redacted] have additional questions or wish to re-establish payment arrangements, he may contact Counselor F [redacted] , Recoveries Branch, at ###-###-####, extension ***, between the hours of 8:a.mand 6:p.m., Eastern time, weekdays
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Navy Federal has yet to date to provide proof that this is in fact a valid claim with the original documentation bearing a signature Regards, [redacted]
This is in reference to the follcomplaint we received on August from the Revdex.com on behalf of Navy Federal member [redacted] .? The complaint was originally assigned an ID number of [redacted] ? We have conducted a thorough review of [redacted] ’s mortgage application.? [redacted] called Navy Federal on July to apply for a mortgage refinance.? During the call, [redacted] was read the following disclosure and agreed to it:? “By continuing with this application, you and the co-applicant give Navy Federal permission to obtain your consumer credit reports, which will be ordered immediately.” ? We have reviewed the telephone call between out Member Service Representative (MSR) and [redacted] An MSR cannot deny a mortgage application or promise approval and can only assist a member with completing an application during a phone call ? Several factors are considered in the approval process after an application is submitted.? The MSR advised [redacted] that he would be contacted by a processor within a few days ? If [redacted] has further questions, he may contact us at 1-888-842-NFCU (6328) at any timeTell us why here
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on September 2016, submitted by our member, [redacted] We have thoroughly researched our member’s concerns [redacted] applied for a 30-year U.SDepartment of Veterans Affairs (VA) Interest Rate Reduction Refinancing Loan (IRRRL), and requested cash back at closing Current VA guidelines do not allow for cash back on an IRRRL The loan was converted at our member's request to a 30-year fixed VA cash-out refinance [redacted] opted to have all costs included in the principal amount financed and receive $20,at closing The original mortgage was taken out in April for a loan amount of $405,with payments of $2, The new loan request was for $427,with an estimated payment of $2, However, the appraised value of the property came in below the amount of the requested refinance, which prevented our member from receiving cash back at closing As a result, [redacted] requested to cancel the application When our member submitted his loan application, he was advised that the fees for the required credit report and appraisal were non-refundable On August 2016, [redacted] provided his written intent to proceed with the application and gave authorization for Navy Federal to collect the appraisal fee Additionally, he was required to have a termite inspection completed prior to his loan closing; the inspection company was selected by him and he was responsible for the associated expense; this fee was not collected by Navy Federal These fees will not be refunded
Date Sent: 3/21/10:14:PMThe following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] A [redacted] The complaint was assigned an ID number of [redacted] .? We have thoroughly researched our member’s concern regarding Business [redacted] credit card account number ending in ***Our records show that the credit card was past dueIf payments are not received by the payment due date, funds can be transferred to cover the amount owed from the member’s savings and/or checking accountsThe funds are transferred in accordance with Navy Federal Business Credit Card Agreement and Disclosure, to which our member agreedThe funds will not be revertedThe next payment for this account is due by March 2017.? Should our member have any questions, she may contact Livia Arsenault, Supervisor, Collections, at ###-###-####, extension 42335, between the hours of 7:a.mand 5:p.m., Eastern time, Monday to Friday.?
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 a 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 researched our member’s concerns.? Our records show that Specialist [redacted] contacted Navy Federal on August and applied for an automobile refinance loan to pay off a loan at another financial institution.? We reviewed the recorded telephone call which revealed that our representative asked our member if she would prefer to have her loan documents mailed to her or pick them up at a branchSpecialist [redacted] confirmed with our representative that she would drive to the Navy Federal [redacted] Branch.? Our representative also confirmed during the telephone call that the documents would be available at the branch at the completion of the loan application.? She was also advised of the new payment date and that payments could be made using her Navy Federal Online Access? Specialist [redacted] contacted Navy Federal again on September 2017.? We reviewed the recorded telephone call which revealed our member’s confirmation that she would visit the branch to obtain her loan draft and documents.? On September, Ms [redacted] visited the [redacted] Branch, signed the Promissory Note, endorsed the loan draft, then asked our branch representatives to mail the loan draft to her external financial institution.? As requested, Navy Federal mailed the draft to the address Ms [redacted] provided.? ? If Specialist [redacted] has any questions, she may contact [redacted] Branch, at [redacted] between 9:a.mand 5:p.m., Mountain time, Monday through 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 On September, Linda T***, Supervisor, Loan Officer, spoke with [redacted] and was able to advise him that we had changed the terms of his loan from months to months The interest rate of 5.8% per annum remains the same; his new monthly loan payments are $ A corrected Promissory Note has been sent to our member via *** We will use this situation in our training to ensure that other members will not be similarly inconvenienced.Should [redacted] have any questions, he may contact MsT [redacted] at ###-###-#### between 1:p.mthrough 9:p.m., Central time, Sunday through Thursday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on October 2016, submitted by our member, [redacted] We have thoroughly researched the concerns presented in our member’s complaint Through our review of this matter, we concluded that our representative correctly followed our procedures and conducted herself in a professional manner When check numbered [redacted] was presented for payment to [redacted] ’ Navy Federal checking account on October and was returned unpaid due to non-sufficient funds, a $non-sufficient funds fee was assessed to her account On the same date, [redacted] request to have her fee waived was denied Per Navy Federal’s Important Disclosures, the credit union is authorized to refuse checks that exceed funds available in the checking account A fee will be assessed in the amount shown on Navy Federal’s current Schedule of Fees and Charges for each refused check Navy Federal strives to provide efficient, accurate, and responsive service to our members at all times, and we regret that [redacted] was not satisfied with the service she received If [redacted] has any questions, she may contact Kirstie L [redacted] Supervisor, Contact Center Resolution, at [redacted] , extension ***, between the hours of 7:a.mto 3:p.m., Eastern time, Monday through Friday
This is in reference to complaint ID number [redacted] , which was received by Navy Federal on November 2016, submitted by our member, [redacted] We have thoroughly researched our member’s concern Navy Federal received a fraud claim from [redacted] on October After a thorough investigation, we concluded that no error occurred based on account activity Funds were withdrawn from Gunnery Sergeant ***’ savings account to reduce the overdrawn amount on Mr [redacted] ’s account, in accordance with the Joint Ownership section of Navy Federal’s Membership/Savings/Checking Disclosure Statement (copy attached) Questions regarding this matter may be directed to Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:a.mand 3:p.m., Central time, Monday through Friday
The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have thoroughly researched Petty Officer ***’s concern regarding her credit card accounts at Navy Federal not being reported to the four major consumer reporting agencies In our investigation, we found the [redacted] account ending in [redacted] was not reporting as an active account to any of the reporting agencies An update has been made to each of the major agencies to reflect the account and its history Our member’s [redacted] account ending in [redacted] has been closed since March Navy Federal does not control how the consumer reporting agencies present our tradelines Depending on the reporting agency, accounts or tradelines older than seven years may drop off from the credit report Should Petty Officer [redacted] have any questions, she may contact Theo J***, Supervisor, Consumer Loan Services, at ###-###-####, extension 43834, between the hours of 8:a.mand 4:p.m., Eastern time, Monday through Friday
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***
---------- 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 $electronicallyHe promised the first represent, [redacted] the supervisor of redeem department, her action was not the protocol and make sure it's not happening againWe 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 businessesWarm regards [redacted]
This is in reference to the follcomplaint we received on January from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was originally assigned an ID number of [redacted] ? We have reviewed the recording of the phone call in question again; we maintain that our representative acted in line with our policy of releasing credit card authorization holds only after confirming the merchant’s cancellation of the transactionWe also note that our representative provided a $credit to the account, to allow [redacted] to make his desired transaction? We strive to provide excellent service to our members, and only disconnect calls when we have exhausted all our optionsIn this instance, our representative attempted several times to explain our policy regarding authorization hold releasesWhen it became clear that [redacted] was not receptive to this information, our representative disconnected the call after asking if there were other matters she might assist? him with, and then advising [redacted] that she would disconnect the call, as there was nothing further with which she could help him
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 [redacted] ***’ situationAs requested, [redacted] was removed as authorized user from the [redacted] account of [redacted] *** We have contacted the four consumer reporting agencies on [redacted] ***’ behalf to remove this tradeline; it may take days for the data concerning the credit card account to be removed from her credit report Should she have any questions, [redacted] may contact Joanna W***, Supervisor, Credit Card Servicing, at [redacted] , extension ***, between 7:a.mand 3:p.m., Central time, weekdays
The following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was assigned an ID number of [redacted] We have reviewed [redacted] ’s concerns and have written to her directly to address this matterWe regret any inconvenience she was caused, and invite her to contact us using the information provided in our letter should she have any additional concerns
This is in reference to the follcomplaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted] The complaint was originally assigned an ID number of [redacted] Navy Federal’s automated system will not allow a member to maintain an Active Duty checking without the Direct Deposit of Net Pay (DDNP)Currently, Colonel [redacted] has an allotment that is distributed to Navy Federal which, unfortunately, does not satisfy the requirement for the checking account he has requestedIf he were to change the destination of his DDNP to Navy Federal, the requirement for the Active Duty Checking Account would be met We regret any miscommunication which may have occurred in this matterWe appreciate Colonel [redacted] ’s feedback, and we will consider it when we evaluate our products and services for potential enhancements Should he have any additional questions, Colonel [redacted] may call Jackie Madderra, Supervisor, Savings and Checking Operations, at ###-###-####, extension ***, between 8:a.mand 4:p.m., Central time, weekdays
The following references the complaint we received on 24July 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 On April, [redacted] applied for a mortgage refinance; at that time, we advised [redacted] that when he signed an “intent to proceed”, an appraisal would be ordered We also advised him at that time that fees for appraisals are not refundable He then provided his credit card account number so that the appraisal fee could be charged to his credit card account He signed an “intent to proceed” on April and an appraisal of his property was ordered on April A copy of the appraisal was forwarded to [redacted] via E-mail on May; a paper copy was sent to him on July On July, a mortgage supervisor spoke with [redacted] and reiterated that property appraisal fees are not refundable At that time, our member acknowledged that he understood our procedure Should he have any additional questions, he may call Dee B [redacted] , Assistant Manager, Pensacola Mortgage Processing, at ###-###-#### between 8:a.mand 4:p.m., Central time, weekdays
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]
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 and as advised in our previous response to the Revdex.com on October (Identification number [redacted] ), we have found that no error has been made by Navy Federal The restrictions which were put on [redacted] ***’s account were placed correctly Should she have any questions, [redacted] may call Robert S [redacted] , Assistant Vice President, Security Operations Center, at ###-###-####, extension ***, between 8:a.mand 5:p.m., weekdays