Date Received: 2022-01-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I contacted Navy Federal Credit Union on this afternoon regarding the information on my credit report. I had a bad history with the financial institution but paid off a past due credit card in addition to a closed checking account as of recent. They allowed me to open not only a new checking account but also a business checking account. My credit score with XXXX is a over XXXX, with XXXX my score was nearly XXXX & my XXXX score is almost XXXX. On today, Navy Federal reported negative & inaccurate information which dropped my XXXX score nearly XXXX points, I was told by them to contact XXXX & they were no help either. I want this paid tradeline removed from my report altogether because its been showing derogatory on my report since the account was paid in full back in 2020. Navy is also negatively reporting a hard inquiry on my credit for an auto loan pre approval that shouldnt have been a hard pull, I received an email back saying that they wouldnt update the information. If this keeps up then I may need to contact my attorney to get this information deleted from my reports
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77045
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX email address ; XXXX I have been trying to work with Navy Federal Credit Union for 5 months now on a refinance of my home. They originally gave me a closing date of XX/XX/XXXX even though this process was started in XX/XX/2021. That date has come and gone and I am still fighting to try to get this process completed. They have had to run my credit 3 times now because they have taken so long, which has dropped my credit score every time and made it difficult when I bought a new truck XXXX weeks ago. Today they tell me that I have to get my well retested yet again because the current test will expire before they can get a closing on the refinance. This is the worst experience I have ever had. Not to mention I have called the supervisor of my XXXX XXXX and left messages for 3 months with no call backs. I feel this is just bad business and they do not care about the people anymore.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32763
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I demand deletion of this alleged debt formed from Identity theft!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20743
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: My name is XXXX XXXX and a resident of the State of Virginia. On XXXX XX/XX/2022, my bank, Navy Federal Credit Union, headquartered in XXXX XXXXVA , allowed fraudsters to siphoned over of {$20000.00} in my Checking and Saving Accounts. This criminal activity is the 3RD TIME WITHIN A YEAR THAT HAD HAPPENED BUT THE BANK HAS DONE NOTHING TO PROCTECT MY INTEREST/MONIES AFTER PERSONALLY WRITING A DETAILED/LENGHTY LETTER TO THE CEO OF THE BANK, XXXX XXXX. As I write this complaint, the bank has not refunded my stolen money - over {$20000.00} - into my accounts. I please need the help of the CFPB to help me retrieve my money and also look into this as I believe is an internal criminal activity within the bank. My account was not put on any HEIGHTENED ALERT after all these series of break-ins.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect items on my credit report, it has been well over 30 days and haven't received any results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89183
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Last XXXX, my wife and I applied for a mortgage at Navy Federal Credit Union. We were initially preapproved for a loan of XXXX and then approved for an increase to {$700000.00} on XX/XX/XXXX. The loan rate was locked at 2.625 % with no points with a target closing date of XXXX. Our down payment was a significant amount at 47 %. We paid for an appraisal and promptly submitted paperwork including personal tax returns and corporate returns for my real estate partnership. On XX/XX/XXXX, our loan officer XXXX XXXX XXXX notified us that the estimated completion date for the appraisal was XXXX after which our application would be submitted to underwriting for review/approval. On XX/XX/XXXX, underwriting requested signed copies of the tax returns along with signed copies of income and expense statements. After 12 days of not hearing anything, XXXX XXXX sent an email on XX/XX/XXXX indicating the closing date of XXXX would have to be delayed but did not provide any reasoning. Unable to contact XXXX XXXX XXXX I contacted her supervisor XXXX XXXX and discussed the lack of communication about my loan from XXXX XXXX. I also emphasized the need to close on XXXX. XXXX XXXX assigned a new loan officer, XXXX XXXX, to the case in order to expedite the application. Both XXXX XXXX and XXXX XXXX reviewed the application and were optimistic about approval and that it could proceed on schedule. After review by underwriting, questions were raised about a business loan for my LLC. I explained that the corporation had a 10 year loan which was ending in XXXX and that the corporation had a long history of positive cash flow. This was evident in the tax returns and balance sheet. With the imminent closing date of XXXX. I made numerous calls to XXXX XXXX in an attempt to get further clarification from underwriting. The XXXX date came and went and eventually we received an adverse action letter on XXXX, 5 days after the anticipated closing date. During the process, I told XXXX XXXX that we were willing to borrow a lower loan amount and increase the down payment if this would help gain approval. When the adverse action letter arrived, XXXX XXXX informed me that Navy Federal would not lend us any amount of money under any circumstances. Navy Federal readily accepted our mortgage application but did not act in a careful and timely manner to either approve or reject the application and allow us to make alternate plans. Most calls to our loan officers went to voice mail and return calls were often delayed for up to 48 hours which is their official policy. The additional delays by the underwriting department to evaluate the application and our responses in a timely manner also contributed to the delay. Closing dates did not seem to have much significance throughout the process. I understand that our application was complicated by the fact that both my wife and I are retired from day jobs with income from social security, small business ( LLC ) and retirement assets. However, we were willing to lower the loan amount and increase the down payment in order to move forward. Apparently Navy Federal decided we were not worth their effort. Fortunately for us, we had no trouble obtaining alternate financing from another lender which was able to close in 13 days. I only wish we had abandoned Navy Federal early on once we realized they did not want our business. So this makes me wonder why the application was rejected. Some thoughts include : - Interest rates rose after I locked in the rate and the loan was no longer as profitable. - Navy Federal does not want to lend to XXXX XXXX who are relying on retirement assets to pay the mortgage. - Navy Federal does not want to lend to applicants that own small businesses. My understanding is that an LLC is liable for its own debt and not the members. The profitability of the LLC should stand on its own which in my case was over 10 years of positive cash flow. Whatever the real reason for denying our application, Navy Federal should have handled our application in a timely manner. Besides all the stress and anxiety, the delay cost us {$1300.00} in extra interest payments which we were required to pay to the seller of the property to keep our contract valid. It will also cost us almost {$30000.00} in interest over the life of the loan because of the higher interest rate we are now paying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21221
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: After opening a new account, wiring money over to the new NFCU account, and while waiting for my debit card to arrive in the mail from Navy Federal Credit Union in late XX/XX/2019, my debit card was stolen from the mail and activated without my knowledge/permission and used On XX/XX/2019 at XXXX XXXX XXXX XXXX XXXX, CA to fraudulently withdraw {$6300.00} from my account. When I checked my account and noticed these funds were stolen from my account a few days later I immediately called NFCU and informed them about this situation. They basically told me they were not liable for this instance of fraud taken on my account and denied my claim to reimburse me for these fraudulent charges. Again, I was never in possession of this debit card ( as this was a new account ) and the pin number was yet to be created, so the individual who stole my card only needed to find the last XXXX digits of my SSN ( which is easily obtainable to find online since he knew my name and address ) to activate my card and create a pin number. Even after I filed a police report with XXXX XXXX ( CA ) and an investigation was underway to find the individual who stole the funds from my account, NFCU still denied my claim. The individual who committed the crime was eventually identified, charges were filed, an arrest warrant was issued by the XXXX XXXX and the criminal is currently on the run. The case number is XXXX in the XXXX XXXX XXXX California XXXX XXXX of XXXX ( see attached document ). After providing NFCU with this documentation, again, NFCU denied my claim and stated " I need to sue the individual who stole my debit card for the stolen funds ''. NFCU has still yet to offer any help or resolution for their mistake. When the card and new pin number were activated I did not receive any alerts. Also, when the money was being taken out there was no alert given to me either. I also questioned how the criminal was able to take out $ XXXX of my account at an ATM in one day with zero fraud alert or holds and they were unable to give me a reasonable answer. This has been a hardship on me and has been poor service by NFCU Person of contract from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX desk XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: My wife, XXXX XXXX, ordered a desk from XXXX on XX/XX/XXXX. It was delivered on XX/XX/XXXX. She refused the desk because it was not assembled. The product description did NOT say unassembled. XXXX initiated the refund on XX/XX/XXXX, saying the refund would be received in 3-5 business days. As of XX/XX/XXXX, the refund was not received. On XX/XX/XXXX, XXXX started a dispute for the charge of {$450.00} with Navy Federal Credit Union. She attached all the pertinent documents with the original claim. Navy FCU sent a message in their message center requesting more documents on XX/XX/XXXX. She replied, " The information you requested was attached to the claim on XX/XX/XXXX. On XX/XX/XXXX, Navy FCU closed the case, stating I did not send the information. This is a regular scheme that Navy FCU engages in not to settle a dispute. This has happened before with other XXXX or XXXX disputes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92583
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I had a auto loan through navy federal. Times had changed for me to where I wasnt getting paid as much so I called the bank and stated I was unable to continue making for the vehicle and for them to come pick the vehicle up and we can set something up to where I can get this debt removed off my credit. They were supposed to come pick the vehicle up, I was told they would then auction it off and that I would have to pay the difference. They never came for the car. I have called multiple times in regards to this matter. Its been years and still the car is in my possession, they have only contacted me about the amount owed and that if I dont pay it will effect my credit. I have told them multiple times that I have the car ready for them to come get picked up or towed and they still have never come. I now have a debt on my account that is overly priced on a car that has been sitting waiting for the bank to repossess and never came. As they stated, it did effect my credit. Now I have a car thats been sitting. Most likely wont sell as much now which means I am now stuck with the debt of entirety which I feel is unlawful and unjust when they have been notified of where this car is for years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44035
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX my account was hacked and has been restricted since then. After speaking with the security department, I was told that someone was able to access my funds by knowing confidential information that only Navy Federal Credit Union employees has knowledge of ( I.E. code name, online banking username/password, debit/credit card info ). I was instructed to complete a Fraud/Forgery form and return it ASAP. The document was sent to NFCU on XX/XX/XXXX but they did not " receive '' it until XX/XX/XXXX. Absurd. I was told that it could take up to 10 business days before receiving my funds. Each time XXXX contact NFCU and request to speak with a supervisor, there are none available. No one is able to provide me with any updates with my account, and it is going on nearly a month since this situation has transpired. I need my funds released to me immediately. It is unfair that I have to be in a financial bind for WEEKS due to lack of security within this company! My bills are past due, and I have nothing! I need this problem fixed as soon as possible or the next step will be legal. I have been patient enough. I trusted NFCU with my funds, and they allow someone to take it within seconds yet I have to wait until the investigation is over. I have never gone through a situation this severe with any other financial institution, and they must be held accountable. Below is the fraud activity that took place : XX/XX/XXXX XXXX XXXX XXXX XXXX {$510.00} XX/XX/XXXX XXXX XXXX XXXX {$120.00} XX/XX/XXXX XXXX XXXX XXXX {$2500.00} XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX {$720.00} XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX {$2500.00} XXXX XXXX XXXXXXXX XXXX {$600.00} XXXX XXXX XXXX XXXXXXXX {$600.00} XX/XX/XXXX XXXX XXXX XXXXXXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXXXXXX {$600.00} XX/XX/XXXX XXXX XXXX XXXX {$600.00} XX/XX/XXXX XXXXXXXX XXXX XXXX {$400.00} XX/XX/XXXX XXXX XXXX XXXX {$750.00} XX/XX/XXXX XXXX XXXX {$43.00} XX/XX/XXXX XXXX XXXX XXXX {$750.00} XX/XX/XXXX XXXX XXXX XXXX {$510.00} XX/XX/XXXX XXXX XXXX XXXXXXXX A XXXX {$4200.00} XX/XX/XXXX XXXX XXXX XXXX {$4200.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$7500.00} Someone also attempted to take out a student loan with NFCU ; however, I was able to stop the application process before funds were dispersed to the school.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A