Navy Federal Credit Union [NFCU]

From: lcdr stephen fitzgerald usn ret. 21 december 2016
To: navy federal credit union mortgage department
Subj: refinance loan #[protected] disposition
Sir,
Although this letter will probably fall on deaf ears I am compelled to express my feelings and
Views concerning what happened to my loan. I am a retired navy fighter pilot, and presently a
Captain with american airlines. For many years I have dealt with problems and issues that
Required my full attention that are sometimes life threatening and sometimes simply
Administrative. Just as your department does, I analyze, study, review, question, and then
Make a decision.In the handling of my loan, your department failed miserably. I fully believe
That nfcu will not remedy this decision to my satisfaction. Your mortgage department knows
Everything about my financial history and positions and realizes that this refinance loan is not a
Major deal to me. My concern is with how you treat the enlisted personnel and others who
Absolutely need a mortgage refinance in order to get by financially. These people are implicitly
Believing everything that nfcu might throw out to them without questioning anything. Many of
Them are afraid to stand up and ask hard questions regarding the process. For many years i
Have used my experience, intuition, and sound judgement to make good decisions. I will say
Again... Nfcu mortgage department failed miserably in the handling of my loan.
Here are the details: in late october of 2016 I walked into the nfcu office in jacksonville
Beach to apply for a 15 year conventional loan. My orginal 30 yr loan for my condo was with
Nfcu. I locked into a 2.875% 15yr 0 points loan and was give a 23 december 2016 closing
Date. Throughout the next several weeks I submitted all forms and data nfcu required over
The secure document form system.
Less than 2 weeks before closing I receive a call from my loan processor, bendan schreiner,
Who indicated that nfcu requires ho6 insurance. I had no idea what that was. He said that it
Is for the interior of the condominium for appliances, pipe leaks, interior fire damage, ect. I told
Him that kind of insurance is my business and should be my option, not a requirement for a
Refinance loan with the same company as my original loan. I then told him that nfcu did not
Require ho6 when I closed with them in december of 2007. He said he was not around then
But possibly the home owner's insurance policy had an ho6 for all 12 condo units. It did not
And never has.
We ended the conversation with me adding “i will not buy ho6 insurance, and insurance in
General is an absolute ripoff. ” that conversation was approximately 2 weeks before closing.
Not once did brendan say, “mr fitzgerald, if you do not buy ho6 insurance your loan will be
Denied”. I asked him where are these guidelines for this requirement, and why was I being
Notified of this requirement so late it the process. No answer.
This is not the only time nfcu mortgage threw something last minute at me which was also
Suspect. 1 weeks before the original closing of my condo on 7 dec 2007. I was called by a loan
Processor who said that the loan would now, all of a sudden, require a 3% loan payment that
Was not revealed to me as part of the agreement. Nfcu seems to have a habit doing things
Like this.
A few days after this call from brendan I emailed him inquiring about the status of my loan. A
Couple days goes by and I finally get a reply from him. He said the loan was denied do to the
Fact that I had no ho6 insurance. Again, not once did he say, or warn, that ho6 was a deal
Breaker. My intention was to question nfcu as to why they seem to make additional
Requirements concerning condo insurance when our association is loaded with insurances.
Professionalism would dictate that my questions would be addessed and answered in a timely
Fashion. That did not happen.
Soon after, on 16 december, 1 week before “closing”, I sent an email to brendan schreider and
His apparent boss, jennifer mckinney, stating “you gave me no indication that if I refused ho6
Insurance that would cause an automatic denial of the refi. Also, you did not have the courtesy
To call me with the potential withdrawing (Reviewing) date of the loan should I refuse ho6. ”
On 15 december I obtained an ho6 quote from southern fidelity. All they needed was credit
Card payment and it would activate. I choose to wait and see if nfcu thought it was
Acceptable.
A day or so later I went into the nfcu office here in jacksonville beach and talked to timothy,
The mortgage person who initially started my loan less than 2 months before. He was able to
Get jennifer mckinney on the phone and we spoke about this issue. A few days later, after
Sending another email to her and brendan she called me (19th of december) stating that my
Loan file was reopened but the “lower interest rate was not approved” due to the fact that it was
Now “out of the 60 lockin period”. That was incorrect. It was still within 60 days.
As it stands, nfcu is still not happy with the ho6 insurance I have arranged and they are
Jacking my 2.875% to 3.5%... Before the lockin deadline. Apparently, brendan states that
Nfcu requires an “ho6 policy with 100% replacement cost ($200k for inside damage?) in
Addition to wind and hail. ” apparently, nfcu does not take into account all the other major
Insurances we carry as a 12 unit condo association. Quick question... How is hail going to
Damage my interior to the extent it needs to be insured?
Now that you have fallen asleep, (Or probably thrown this in the circular file) , let me give you my
Overall assessment of what happened and how I see it….
First of all the navy federal credit union and its mortgage department staff submitted the loan
Package for final review knowing it was going to be denied without notifying me prior
To submission. This episode signifies the epitome of a bloated, bureaucratic, unprofessional,
Disorganized, poor decision making, financial institution that obviously lacks the courtesy and
Will to truly help and provide services to servicemen and women. As for the loan processors and
The loan review board (Or whatever they are called) , I hope that your decision making, your
Professionalism, and courtesy drastically changes for the better. I feel nfcu should remove the
Word “navy” from its name. I was proud to serve the navy for 20 years and was honored to
Serve our country. Nfcu has left a bad taste in my mouth and i’m not the only person who
Tastes it.
Stephen fitzgerald

I have paid off car loans loans and credit cards from nfcu but this one takes the cake I set up an payment through my utility company to take this money out my account but to make a long story short my mom went to pay it at the utility place so I took the money out my account so it would not be charged twice. Nfcu allowed these people to hit my account to withdraw this amount until the point my account reached $481 in non sufficient funds fees my account was not in a negative prior to this but when called there was nothing they could do. Does anyone know how to contact the president or CEO OF NFCU?

I was brought in as a member threw my cousin.As far as i knew you could get in with a family member have had my account for a year i have checking saving, 401k saving and a cridit card with them.One day i go to pay my credit card bill and all my accounts are frozen. I cant get no money out or anything.they tell me that i didnt qualified to be a membership because a cousin is ineligible. This is crazy now I have to get a bad report from the credit union about my delinquent credit card that I had no choice in having it. Is there anything that I possibly can do to fight this.

Oct 2015: I wanted to add my wife as a joint account user to my credit card. I submitted the request and somehow they screwed everything all up. They looked up my credit report and opened a brand new credit card for my wife. The damage has already been done on my credit report and now I am having to go through the hassle of fixing NFCU's mistake, again. This isn't the first time I have had issues with NFCU. I had a similar issue in NOV 2014 when they pulled my credit report without my knowledge, apologized for it, and then made the same mistake of pulling another credit report in MAR 2015.

I paid my credit card payment on today, but it is not due until 10/07/2015. Last month, I paid my credit card 10-15 days prior to the due date as well. Navy Federal will not post my account until the due date, which they are allowing the account to continue to accrue interest. This is unfair to the customer. I would like my payment posted on the date it is received and not when it is due. Lastly, I have been paying more than the minimum.
If this is not resolved, I am going to contact the Better Business Bureau and Attorney General Office to see what can be done.
My client #6379950.

My husband had an account that was written-off - Closed in 2013. I was authorized to discuss the account and make payments. In 2014 they filed a judgment against my husband and placed the card on my report after it was charged off (8/2014). I also had a card with them that was written off in 2013 due to illness. They reported the card differently with all 3 bureaus. The card(s) were charged off prior to Bankruptcy. They removed the old dates, added lates after the filing date and changed the Date of Major Delinquency. Furthermore, when dispute because the accounts are reporting differently to 3 bureaus they verified the info as correct which it is not. I have been disputed for months as has my husband and they verify as correct. They are in violation of the FCRA (623) and discharge injunction. Nothing yet from them. Complaints filed with Va. Atty General, NCUA and CFPB. Still waiting. Documentation sent to those that received the complaint and the bureaus. Crooks.

My name is lavern marsden my husband did 20 years in navy and my daughter is in the mariens I have been with navy federal for years and ran into a few problems but never complained but I am very upset about the problems I had this time. One month ago I was a victim of fraud it had me very upset because nothing like that ever happen to me when I found out that someone got my debit card information I was devastated I went into the bank to report what happen and spoke to a representative name marcus amezcua. I was very upset the representative went over my account and explained to me that someone hacked into my account and ordered things under my debit card number he explained to me that fraud happens all the time and that I should calm down because whatever was stolen from me would be reimbursed to me he went on telling me that we would do an affidavit with fraud information and he would send it to fraud department and that's all I had to do. Mr marcus amezcua explained to me that in a few days my money would be back in my account. I asked him is there anything else I need to do he said that's it he gave me a new debit card and said I did not need to change checking account number. I felt much better when I left bank that was in june.In a few weeks my money was refunded to my account. I called the bank and told them I received it and thanked them. I could not believe what happen next on july 28th i'm riding home from work and check my bank account and it was a negative 313 and I knew I didn't have much money in bank but I knew I was not in the negative because I was waiting for my direct deposit on the friday to pay my rent so I went straight to bank and had the same representative mr marcus amezcua I hope I am spelling his name right because I asked for card and he said he did not have one and wrote on a card. Mr amezcua looked at a my account and told me the bank was taking back some of the money they refunded me for the fraud I will still confused. I was told once refunded my money I would not have to do anything he told me the business that took money from account was refunded so they are taking it back I was never told anything about charging me for fraud on my account mr amezcua said they usually send you out a letter stating what happen I never received anything mr amezcua said he didn't see in computer where they sent a letter. I am very upset first of all I was not notified anything about charging me for something that I was abused of I am the victim. That is not good customer service charging people for wht was the banks mistake I should not have to suffer so now I will not have enough to pay my rent on the 1st. It can not be legal to do what they did I am going all the way to corporate with this complaint because I am the victim and should not have to suffer for what happen to me. I am sending this to ceo mr cutler dowso president I know I have legal rights

Shoddy customer service
I called credit union on behalf of a question my son had. A general topic question that does not require name or account number of member. All we wanted to find out was whether son could deposit some cash and checks into another credit union that are part of the shared network.
The customer service representative wouldn’t answer my question unless I gave him detailed information on my account. Its summer and very hot, I’m calling from my cell phone but could not get a simple question answered. Told the rep to forget it and then I find that next day this person blocked my access to all my accounts putting in peril a mortgage application. Now to get access back to my account I am told I have to go in person to get accounts re-activated. Forget it I am closing account and taking business elsewhere.
Lousy, lousy customer service.

My wife and I have excellent credit ratings; We initiated a mortgage refinance with NFCU solely based on lower interest rates. The loan specialist assured me that with our Credit Rating there would be no problem. He required us to prepay an appraisal and told us we were required to have a termite inspection performed. Months later after a very poorly conducted appraisal (around $40, 000 lower than a post appraisal we had with a qualified appraisal service) In spite of my efforts to appeal the bad information used in the appraisal, my efforts fell on deaf ears and we were ultimately denied the loan.

Most disturbing was that an appraisal from another company came in at 40 some thousand $$ just weeks apart from NFCU ordered appraisal. We later found that the termite inspection NFCU ordered was false and not required whatsoever. I have tried to reach out to several departments at NFCU requesting a refund of the faulty appraisal and a refund of the termite inspection fee and no one will respond.

So it's pretty obvious that information was inappropriately shared and the main emphasis for NFCU was to take my application and appraisal money and run! If this sort of thing has happened before to any others please contact me [protected].

I experienced an extreme racism by a member service rep at the kingspoint location in new york. I went to make a deposit to my sister's account & the representative made a statement, how could that be my sister & we don't have the same last name. I then asked him what does that have to do with him, whether or not we have the same last name or not. He then took the deposit & have me a receipt. Around an hour later? My sister called me & stated that the she tried to activate her atm card & navy federal told her that her account was locked & that I needed to call into the credit union. After making several phone calls & speaking to 2 supervisors, faxing over products to identify myself, I was told that the representative places a note on my account at 4:30 & placed a lock on my account. I have made gone to this branch numerous times in the past couple of months & made deposits & withdrawals w/o any issues & im currently being a victim of racism due to not having the same last name as a family member after months of membership. This is unacceptable & a great prejudice to limit the resources available to peoe of color. I'm requesting for an amicable resolution to be made asap. Thank you for cooperation in advance.

Navy federal is hoaxing people into new memberships per their $50 promotion you get for singing up, something I didn't know about when I called to inquire about their banking services. I have been insulted today in the worst way. My brother referred me and I went through "membership eligibility" twice and opened two accounts. After receiving my check card I called to inquire about making a deposit via atm. The asociate flat-out ignored my inquiry and began to ask me who referred you, how are you related and so on. After the third sequential question, I asked why the purpose of this line of questioning she stated it was to prove my eligibility for membership. I told her I was working and didn't have time to speak with her at length about it but that I was already a member and I was calling to get a general question answered regarding their atm services and then she informed me that my card was going to be deactivated since I could not provide her with the information she was seeking immediately! When I asked why would I be issued a card in the first place if I didn't meet eligibility requirements in the telephone interviews I had? No hard answer. Why would you attempt to collect this information post opening accounts navy federal? Why would you penalize your new customers with retroactive practices without even a notice? I didn't receive any notice of the need for further information or documentation prior to this. And just to think, I was about to transfer my money into these accounts! This is a practice of deception to get new members on your books first and then shake them down to find out if they can stay on them! I'm telling everyone I know!

After 9 years with navy federal I had the worst customer service experience. The member "john" was rude and condescending. When I asked for his supervisor he responded "i don't have one". I simply called in with my employer on like trying rocketeer an error regarding my direct deposit which I have had for 3 years. I immediately hung up, went to bank of america and opened up an account. Good-bye navy federal and because you don't appreciate you customers... Good riddance!

I had a very bad experience today with a ms. light, I believe her name is, one of navy federal’s customer service reps. the number I called was [protected] and her extension is 73441. she works out of the pensacola, fl office. I called navy federal today june 11, 2014 at approximately 1155 in reference to my current credit card account and seeking assistance with the amount due. she was very rude from the start. I called there seeking assistance, and instead I got this rude woman who hung up on me, not once but three times, and when I asked to speak to a supervisor because of her behavior she actually had the nerve to tell me she is allowed to hang up on customers. what is that about? but I never got to speak to her supervisor because she sent my call to another agent in another department. so, i'm guessing even though she basically told me she was confident that she won't get into trouble for treating customers the way she treated me, the fact that she misdirected my call says otherwise. so rude! horrible experience.

Navy federal, if you are one minute late on a credit card payment, they are worse than portfolio recovery associates. They don't want anything other than money right this second, will hound and harrass you every day, even when you have malnutrition from not eating, other medical issues, and proven attempts trying to pay all your debts off. They will shut off your ability to pay your rent and car payment, so what does that say when you're trying to work, pay for brakes for your car, can't afford to eat, and you are trying to keep your mortgage and car payment up first so you have a roof over your head and ability to get to work, but they hound you for money every day?

Navy Army CCU are supposed to pay checks directly to my bank account but for some reason last 2 check were not paid into my account but they were paid to the accounts of my friends. I called the bank and asked for the reason of this and was told that employee responsible for my account called in sick… What a rubbish excuse, it is not my problem and that doesn’t have to stop them from doing their job.

The worst bank I have ever worked with in my life! I am a customer at both navy federal and alaska usa, and it was not until I started going through a divorce that I realized how lousy navy federal was and how they do not give a damn about their customers! When I got behind on a payment navy federal froze my account and told me that I could not have access to my money until I got caught up on my payment. I am a single father with a 4 month only baby (Which I made clear to navy federal) but navy federal obviously thinks it is more important that they get there loan payments than it is that my child is taken care of. On top of all of this navy federal crippled my account access, not allowing me to even look at my current account activity until my account was current. How rediculous! Alaska usa on the other hand was very understanding and even gave me extensions on my payments. Brazo zulu alaska usa, you obviously care about your customers and understand that sometimes life happens. It is so nice to have a bank that is on your side! I cannot wait to get out from underneath navy federal!

In december 2012, I contacted navy federal credit union to apply for a 100% financing loan for a new construction condominium. I completed the information online. After applying through the online system I received an email notifying me that my loan officer would be mr. Marcus xxxx. I immediately contacted mr. Marcus and informed him that I am purchasing a townhouse condominium in md and would like to use 100% financing. From the onset my relationship with marcus has been tumultuous as he did not explain the nfcu loan process and the documents that he required. At one point I was so frustrated that I told him to contact another member of my family because he and I were not communicating well. He was very unprofessional throughout the entire process and I had a difficult time getting him to respond to my emails and phone calls.

As the process moved on I was stuck in the middle between him and the construction company-ryan homes and their financing procedures. Ryan homes does not provide 100% financing so I did not use their financing but decided to use nfcu instead. A few weeks ago I was notified by ryan homes that I was to pay additional monies for preconstruction/downpayment. I contacted marcus and he informed me that he was not getting in the middle of the dispute between ryan homes and I and that was something I would have to figure out myself. I was confused because I thought that if I used nfcu 100% financing, I would not have to pay anything other than the down payment and closing costs. I was stuck in the middle because I was given instructions by marcus and totally different instructions by ryan homes. I finally insisted that marcus talk to the ryan homes sales representative and get the matter straightened out. I am not sure if he did because I called marcus inquiring about the conversation he had or shouldve had with the ryan homes sales rep and he never returned my call.

On friday february 8th I received two emails from marcus. The first email informed me that since 60 days had passed I would have to go through the approval process again 45 days before setttlement and to contact him then. Then 4 hours later I receive another email informing me that nfcu would not provide a loan for a new construction condominium. He asked for the ryan home sales reps contact information, which I provided. At that point I asked marcus to keep me abreast of the situation so that if necessary I can cancel my contract with ryan homes. Although he sent that message at 8:40pm and I responded at 9pm I have yet to hear from him. I am very displeased at the service I have received from marcus and nfcu. From the beginning I told marcus that I was purchasing a new condominium and never withheld any information from him. I contacted his supervisor amanda and she was no help at all and told me that she didnt see what the problem was and that I would not be able to get a loan for a new construction condominium although marcus said I would and there is nothing she can do and told me goodbye. At this point I am working again with ryan homes who is providing me with better financing but I am just disappointed and angry at how nfcu mortgage department dealt with this situation. I paid $400 for this loan to be processed but have not received a refund even though I was given erroneous information from marcus. I will never consult nfcu mortgage department when purchasing a home and will never use their financing for anything. I have referred numerous family members to nfcu and I am sorry I did because the way I was treated was unacceptable.

The department really is loss & mitagation so your are adversary to this department. Unless you have every piece of of the puzzle you will be given a run around. There primary purpose is to ensure their paid. I understand that. But there is more to life than earnings and payments. You can not get nfcu to understand that. They will only care about you paying. And your hardship doesn't matter. So you'll find unless you are not worth sueing they won't work for with you. So my lawyer adviced me to let them since they won't recognize your hardship. We will fight them in court. Customer service reps aren't involed. I am leaving them closing all accounts. And I am 31 year member. Means nothing.

I applied for a refinance mortgage on the advice of our president. The loan applied for was for the exact amount owed to another bank at a higher interest rate. All I wanted to do was lower the interest rate and get a lower monthly payment. I have never been late on a payment to the bank I am currently financed through. I even was gonna use my va to secure the refinance with navy federal. I only owe 60, 000 on a house appraised at 135, 000. I was disapproved for the loan. I just cannot make sense of this situation.

Nfcu sued me over a credit card debt forcing me into filing chapter 7 bankruptcy. Nfcu terminated my online account access.
I drive to my nearest branch once a month to make my monthly mortgage payment.
Today was different. When the teller tried to deposit my funds for my mortgage payment, the system rejected my payment. The teller quickly made a phone call and I was informed that I could not make a mortgage payment unless I deposited my money into the nfcu savings account, then the mortgage payment would be withdrawn from there by nfcu mortgage dept. I received a deposit slip showing the deposit into my nfcu savings account. I had the teller note on the deposit slip that I had been told that this was the way nfcu said was necessary to make my mortgage payment due to my current bankruptcy. I also got the deposit slip initialed.
Nfcu has frozen my accounts with what they called a seven number placed on my accounts. This action is very hostile and prevents me from making my mortgage payments.
I have accumlated equity in my home and now what.
Is nfcu thinking they can force me to default on my mortgage and foreclose on my home?
That seems illegal.