Timothy E. Lynch, Inc.

This is in reference to a follcomplaint, ID number
***, submitted by Navy Federal member, *** ** ***
We have thoroughly researched the concerns presented in our member’s complaint regarding the tradeline reporting of her Navy Federal credit card accountOn August 2016, Leslie S***, Assistant Manager, Consumer Servicing, contacted *** *** regarding her concerns*** *** informed her that she spoke with *** concerning the representation of her account information, and that we have requested that the four major credit reporting agencies remove and replace the monthly markers in the payment history grid with the symbol for "no information reporting" for each month following the month her account was charged off
If *** *** has any questions, she may contact MsS*** at ###-###-####, extension ***, between the hours between the hours of 8:a.mto 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 *** ** *** The complaint was assigned an ID number of *** Navy Federal has thoroughly reviewed Mr***s concerns. Mr***
submitted a credit card application through our Online Banking service on April and was approved for a *** account with a $2,credit limit. The account has an outstanding balance and is a valid debt. The account was referred to our collections counsel, *** * *** on March We have reviewed Mr***s trade lines with the four major nationwide credit reporting agencies and confirmed his accounts are reflecting correctly. We report accurate data to the agencies and will not remove valid information from his credit report If Mr*** has any questions, he may contact *** * *** at ***

This is in reference to complaint ID number ***, which was received by Navy Federal on February 2016, submitted by our member, *** ** ***
We have researched our member’s concernsMatthew K***, Contact Center Resolution Specialist, attempted to contact *** *** on and
February; however, he was only able to leave a voicemail message*** *** contacted Navy Federal on November to refinance her vehicle in her husband’s nameShe was advised that a Power of Attorney would need to be submitted to complete the request on another member’s account
We note that Automated Clearing House transactions from *** Bank are debited from *** ***’s individual checking accountOnline access to her account was not restricted, and no non-sufficient funds fees were assessed to the account as a result of this matter
Due to the limited information provided in *** ***’s complaint, we are unable to identify the transaction to which she referred as unauthorizedWe request that she contact us with additional information so that we may research this matter further
We have attached Navy Federal’s Online Account Access, Bill Pay, Popmoney, and Mobile Banking Disclosure, which may be used to add an authorized user to online account access if desiredIf *** *** has any additional questions regarding this matter, she may contact MrK*** at ###-###-####, extension ***, between the hours of 9:a.mand 5:p.m., Eastern time, Monday through Saturday (Flex-time)

This is in reference to a follcomplaint, ID number ***, which was submitted to Navy Federal by *** ***
After additional research into *** ***’s concern, Navy Federal will accommodate her request to refund fees associated with payments that were processed from her external account on April On May, we left a voicemail requesting that *** *** provide a copy of her bank statement showing our attempts to process the payments and the non-sufficient funds fees being drafted from her accountUpon our receipt of this documentation, a refund for the fees will be wired directly to her external account
If *** *** has any additional questions regarding this matter, she may contact Gregory G***, Manager, Collections, at ###-###-####, between the hours of 8:a.mand 5:p.m., Central time, Monday through Friday

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: This is still not acceptableEven during the investigation of my complaint, the banks did not update their notes in the system to reflect conversations that were held between the CSR,or, security and between myselfFor example, I was advised by a customer service rep and security personell that the funds would be available 12/28/The next day, still no moneyWhen I asked the team member to reflect back on notes-conveniently the CSR or Security did not document the system to reflect them telling me that funds would be available on the 28thFurthermore, funds were verified prior to the release date by Navy FCU staffTheir apologies means nothing to me when my families holiday was destroyedI am on the verge of making this a larger issue and more publicNavy FCU can pack their apologies and send them on a one way trip, I am not accepting an apology after having to wait over weeks for a 1,checkI was treated like a suspect criminal each time I called to check on my money that I earned and I will never forget thatNavy FCU needs to show sorry because their words mean s*** And the audacity to send a message after this inconvenience through a mutual. VP had the option to call me, or even write a letterI don't even want to deal with the VP of Security- who is he? Is he responsible for training his members to fix up notes in the credit union's favor? Is he responsible for the "World Class" Customer Service of Navy FCU? My sister has upward of 60k in her accounts with Navy FCU, she is closing them out due to how I was treated- she was involved in a convo between a Sup and myself in which the supervisor failed to advise why a flag was placed on my account in the first placeGuess what, the conversation was not notedBut I absolutely reject Navy FCU resolution which is nothing
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Thank you,
*** ***

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. Navy Federal has reviewed our member’s concerns. The security of our members’
accounts is of paramount importance. On January, we noted suspicious attempts to gain access to *** ***’s account. Therefore, we put precautions in place to prevent unauthorized activity. On February, one of our representatives advised her to place a code word on the account via a visit to a branch office; when our member stated that she is on travel, she was advised to write a letter with a request for a code word. Given the suspicious activity, no transactions will be made without a code word. Although *** ***’s daughter provided a Power of Attorney on February, we could not honor it until it has been received. We have since reviewed the document and *** ***’s daughter may now request that a code word be placed on the account to secure her mother’s funds. Should she have any questions, *** *** may contact Robert S***, Assistant Vice President, Security Operations Center, at ###-###-#### between 8:a.mand 5:p.m., Eastern 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 ***, and find that this resolution is satisfactory to me Due to this resolution, I can now confirm that the business has thoroughly reviewed my concerns regarding their services being offered to customers alike
Regards,
*** *** ***

This is in reference to complaint ID number ***, which was received by Navy Federal on November 2016, submitted by our member, *** ***
We have thoroughly researched the concerns presented in Mr***’ complaint Through our investigation, it was determined that the Navy Federal
Membership Savings and EveryDay Checking accounts and the Vehicle Loan account opened in his name on and March 2016, respectively, were a result of identity theft On November 2016, the accounts were closed On the same date, Kevin T***, Senior Investigator, contacted Mr*** regarding the fraudulent activity and provided him information on his identity theft claim
We have sent a letter to the four major credit reporting agencies requesting that they remove the vehicle loan tradeline and inquiries related to the applications for Navy Federal products and services, from Mr***’ credit report Our experience has shown that it may take up to days for such updated information to appear in a credit file
If Mr***’ has any questions, he may contact Jimmy R***, Assistant Vice President, Financial Crimes and Risk, at ###-###-####, extension 70067, between the hours of 7:a.mto 3:p.m., Central time, Monday through Friday

The following references the complaint we received on March from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of *** Navy Federal has reviewed our member’s concerns. On March, Robert L***,
Supervisor, Mortgage Payment Payoff and Servicing, spoke with *** ***. At that time, he advised her that we had credited her Navy Federal savings account with $representing the fee she incurred at *** Federal Credit Union (FCU) and that we had credited an additional $to reimburse her for the funds erroneously transferred from her *** FCU account on December 2015. As *** *** requested, we have now transferred a total of $to her *** FCU account. We have forwarded a *** Gift card to *** *** to compensate her for a portion of the inconvenience she experienced as a result of the error Should she have any questions, our member may call MrL*** at ###-###-####, extension ***, between 8:a.mand 4:p.m., Eastern time, weekdays

This is in reference to a follcomplaint, ID number ***, submitted by *** ** ***
*** *** spoke with Carrie M***, Legal Liaison, Consumer Servicing, on March to discuss his concernsAs previously indicated in our responses to the Revdex.com on February and March 2016, Navy Federal reports accurate and complete information for authorized users to the credit reporting agencies, and we have confirmed that this information is being reported accuratelyAs no new information has been provided by *** ***, our position in this matter remains unchanged

The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member *** ** ***The complaint was assigned an ID number of ***.We have thoroughly reviewed our member’s concernsMr***’s loan requests were not
denied due to the purpose for which the funds were needed but rather due to our being unable to verify his incomeWhen Lisa P***, Supervisor, Loan Officer Section I, contacted Mr*** by phone on December in response to his complaint, she confirmed his correct employment informationHis loan applications had listed his former employer, which was why we were unable to verify his incomeOn December, Mr***’s Navy Federal accounts were reopened at his request, and he submitted another loan application, which was approved.The manager of our Ballston Branch, Abigail L***, also spoke with Mr*** by phone on December and apologized for his experience at the branchEvery effort will be made in the future to ensure that Mr*** receives the accurate and efficient service to which he is entitledShould Mr*** have any questions, he may call MsP*** toll-free at ###-###-####, extension ***, between 9:a.mand 5:p.m., Central time, weekdays

The following references the complaint we received on February from the Revdex.com on behalf of Navy Federal member *** *** The complaint was assigned an ID number of ***
We have thoroughly researched our member’s concerns Our records show that *** *** has a
Navy Federal *** credit card account which was established on February *** ***’ credit card payment was due on February and was not satisfied until March A payment extension was granted on January 2018; however, the payment due on December was already more than days past due when the extension was approved
We have reviewed the telephone call recordings of October 2016, January 2018,
January and January During *** ***’ conversations with our representatives, he was advised that there were no errors made regarding the reporting of his credit card account
We have reviewed *** ***’s Navy Federal tradelines with the four nationwide credit reporting agencies and have verified that his account is reflecting accurately
If *** *** has any questions, he may contact Jared W***, Supervisor, Collections, at ###-###-####, extension ***, between 7:a.mand 3:p.m., Central time, Monday through Friday

This is in reference to complaint ID number ***, which was received by Navy Federal on January 2016, submitted by our member, *** ** ***
We have thoroughly researched the concerns presented in our member’s complaint regarding the processing of his U.SDepartment of Veterans
Affairs (VA) mortgage loanOur records indicate that on October 2015, *** ** *** and his wife, *** ** ***, applied for a year VA loan to refinance their existing mortgageAfter reviewing our member’s application and credit bureau report, additional information and documentation was necessary
On December 2015, Navy Federal was informed by our member that *** *** left her job as a dental assistant that she had listed on their application*** *** took a job at a builders supply company through a temporary staffing agency on October 2015, working in an entirely different line of work*** ***’s new job had a day probationary period, and she was not eligible for a permanent position with the new employer until February
We informed our member that a permanent employment status is required in order to include *** ***’s employment and income on the loan applicationConsequently, *** ***’s employment and income could no longer be included, and **and *** *** no longer qualified for a year VA loan at 3.00%Navy Federal was able to provide alternative loan terms to our member, and our member agreed to change from a year VA loan at 3.00% to a year VA loan at the market rate of 3.625%Navy Federal subsequently agreed to reduce the interest rate to 3.50%*** and *** *** remained on the loan application, and both signed the closing documents on January
Regarding the allegations of discrimination, Navy Federal does not discriminate in any manner, and did not discriminate against **and *** *** on any occasionAdditionally, Navy Federal has remained in contact with our member throughout the processing of their loanOn January 2016, our representative attempted to contact our member by telephone, but he was only able to leave a voice messageOn the same date, we received correspondence from our member stating he did not want to be contactedNavy Federal has honored his request and no further attempts to contact him have been made

The following references the complaint we received on November from the Revdex.com on behalf of Navy Federal member *** ***. The complaint was assigned an ID number of We have thoroughly researched Mrs***’ concern regarding her accounts at Navy
Federal. Our records indicate that our member was contacted by Terrence J***, Assistant Manager, Manassas Parkridge Branch, and our member’s children’s accounts were each credited with interest in the amount of $22.53. Our member was also contacted by John C***, Supervisor, Certificates, IRA and Trust Accounts, on November, and confirmed that Navy Federal would honor the rates on her children’s certificates, which were reverted that day to the 2.96% Annual Percentage Rate (Annual Percentage Yield of 3%). Navy Federal strives to provide all our members with exceptional member service. We apologize for the miscommunication and have shared this matter with the Manassas Parkridge team in a concerted effort to enhance the level of member service we provide Should Mrs*** have any questions, she should contact MrJ*** at 1-***-***) and ask to be transferred to the Manassas Parkridge Branch Tell us why here

This is in reference to complaint ID number ***, which was received by Navy Federal on January 2016, submitted by our member, *** ** ***
We have thoroughly reviewed *** ***’s concerns Our records reflect that on January 2016, *** ***’s *** credit card was declined several
times at ***.com due to our system’s identification of these transactions as suspicious *** ***’s card was then declined at *** *** *** and ***.com due to excessive declined transactions On the same date, our automated system telephoned *** *** to verify the recent declined transactions Our member confirmed that the transactions were valid
Navy Federal strives to protect the safety and security of our members’ accounts while providing convenient and efficient service to our members at all times Our Credit Card Fraud Prevention group is continuously working to find ways to minimize any negative impact to our membership, and we regret any frustration *** *** experienced in this instance
Questions regarding this matter may be addressed to Eric M***, Supervisor, Card Fraud Prevention, at ###-###-####, extension ***, between the hours of 7:a.mand 5:p.m., Central time, Monday through Friday

The following references the complaint we received on September from the Revdex.com on behalf of Navy Federal member *** ** ***. The complaint was assigned an ID number of ***. We have thoroughly researched *** *** ***’s concern regarding the
restrictions on her accounts. After receiving suspicious phone calls, an alert was places to secure our member’s accounts from potential unauthorized activityIn order to remove the alert, she needs to visit a branch office or make her request in writing via mail, fax or scanned letter through her online account access. If *** *** *** makes her request in writing, she must provide a copy of a valid government issued photo ID If *** *** *** has further questions, she should contact Kyla S***, Resolution Specialist, at ###-###-####, extension ***, between the hours of 6:a.mand 3:p.m., Eastern time, Monday through Friday

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: When initially going in to the branch to start the loan application like I have told the manager of the loan departmenti had the original offer letter from my new job that I will be working atSo in my part I had handed over all required paper work or information neededi was told that no issues where present and given the green light to continue and make an offer on the home I am fully aware that the inspection I had done on the home was my choice and not a requirement that is not what I'm arguing aboutits the fact was allowed to go forth in doing the inspection when the loan officer had the information I had provided showing that that home was out of my reachi have gotten apology after apology about how my paper work and loan was handled poorly but yet still I cannot get my money back that I had pushed out to insure I was purchasing a good home
Regards,
*** ***

This is in reference to a follcomplaint, ID number ***, submitted by *** ** ***
*** *** spoke with Carrie M***, Legal Liaison, Consumer Servicing, on March to discuss his concerns As previously indicated in our responses to the Revdex.com on February and March 2016, Navy Federal reports accurate and complete information for authorized users to the credit reporting agencies, and we have confirmed that this information is being reported accurately As no new information has been provided by *** ***, our position in this matter remains unchanged

This is in reference to complaint ID number ***, which was received by Navy Federal on September 2016, submitted by our member, *** ***
We have thoroughly researched the concerns presented in our member’s complaint and concluded that no Navy Federal error occurredOn September,
Navy Federal replied to *** ***’ eMessage inquiry dated September which directly relates to this complaintIn our reply, we provided detail on the Automated Clearing House (ACH) transactions which caused her account to incur nonsufficient funds feesIn addition, we explained the ACH debit process when an ACH transaction attempts to debit an account and the payee’s resubmission of those ACH transactions when they are not paid
We also advised *** *** that she requested the Optional Overdraft Protection Service (OOPS) on September; therefore, OOPS was not in place when the transactions (related to the nonsufficient funds fees) attempted to debit our member’s account
On September, Dorothy N***, Contact Center Resolution Specialist, attempted to reach *** *** to discuss her accountMsN*** was only able to leave a voice message with her contact informationAs a courtesy, on September we credited *** ***’ account for seven nonsufficient funds fees
If *** *** has any questions, she may contact Kirstie L***, Supervisor, Contact Center Resolution, at ###-###-####, extension ***, between the hours of 7:a.mto 3:p.m., Eastern time, Monday through Friday