Date Received: 2021-12-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello about a month ago I tried to refinance my mortgage with Navy Federal and the process was so unfair Navy Fed lead me to believe I was going to be able to Complete the process it was a told nightmare. They gave me the complete run around I complied with everything Submit it all documentation All the way to the end of the process to be denied due to debt to ratio I issued that they was will Aware of .I honestly feel I was discriminated against Navy Fed made sure that my appraisal came in on the lower end so that I would need to bring more money to closings the reason for refinancing was to do the debt consolidation. So I was treated so unfairly because Navy Federal already know my financial situation they change my closing cost amount because three times Thought I would have no other choice but to back out Bring that higher amount to closing GLB Act Explains how that is against the law to do something like that. I am currently going through a horrible experience with XXXX current mortgage lender Navy Fed is treating me Even worst : And also The first gentleman that I was dealing with me Cause I was XXXX So he send me to someone elsec
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Problem when making payments
Subissue:
Consumer Complaint: Navy Federal Credit Union unexpectedly closed my entire access to my accounts, due to one account ( checking ) being delinquent. I have no access to all my accounts that have been current, including my mortgage. I was told to call a " security specialist ''. I called the specialist and was told I was banned from Navy Federal and that I will have no online access to any of my current accounts. They are utilizing strong arm tactics and unusual tactics to make it hard to make payment on all my current accounts to include my mortgage ( a VA loan ), which I have never been late on. Navy Federal is failing to follow the 2016 order listed below : https : //www.consumerfinance.gov/about-us/newsroom/cfpb-orders-navy-federal-credit-union-pay-285-million-improper-debt-collection-actions/ Specifically from that order and is my situation : " Illegally froze members access to their accounts : The credit union froze electronic account access and disabled electronic services for about 700,000 accounts after consumers became delinquent on a Navy Federal Credit Union credit product XXXX This meant delinquency on a loan could shut down a consumers debit card, ATM, and online access to the consumers checking account. The only account actions consumers could take online would be to make payments on delinquent or overdrawn accounts. '' Navy Federal needs to allow access for me to access my information to all my accounts online. They are not following the 2016 CFPB order.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am XXXX XXXX and Im submitting the complaint myself and there is no third party involved. I, XXXX XXXX, consumer, natural person, and original creditor of an open-end credit plan, was denied my right of credit by NAVY FEDERAL CREDIT UNION XXXX I was notified of this transgression of my rights, specifically 15 USC 1601- The Truth in Lending Act by NAVY FEDERAL CREDIT UNION on XX/XX/2021 via U.S. mail. According to 15 USC 1602 definitions of The Truth in Lending Act, I as a natural person possessing an open-end credit plan was harmed by NAVY FEDERAL CREDIT UNION adverse action taken against me denying my rights, of which the civil damages pursuant to 15 USC 1640 ( a ) ( 2 ) ( A ) ( iii ) are up to ( {$5000.00} ), NAVY FEDERAL CREDIT UNION is now civilly liable to pay me for the damages. Receiving an inquiry on my XXXX consumer report is a receipt showing that a consumer credit transaction occurred ( see Exhibit A ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was incarcerated from XX/XX/XXXX through XX/XX/XXXX and designated to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. During the time of my incarceration I experienced credit card and debit card fraud : I was advised by Navy Federal Credit Union that there has been {$13000.00} in debit card fraud and $ XXXX in credit card fraud. I did not make any charges nor did I authorize anyone to do so. Due to my location, it was physically impossible to charge or check my accounts since there is no internet access and we were a Covid Red institution so we were on modified lockdown for extended periods. You are not allowed to make toll-free calls either. There was no way for me to have noticed anything was amiss with my accounts. In XXXX, I authorized my elderly mother to use funds from my account to move into a home and thats when I was alerted to the fraud. I went to my camp counselor, XXXX XXXX and made a 1-time emergency phone call to Navy Federal Credit Union . I was advised that fraudulent charges had been occurring since XX/XX/XXXX. I was distraught wondering how the charges could have continued if Ive never used my debit account in that manner & wondered why I was never contacted to determine if the charges were mine? The fraud rep advised me that I was contacted 3 times and I confirmed each time that the charges were valid. This is an even bigger red flag because that was physically impossible since I was in the custody of the XXXX XXXX XXXX XXXX and my phone password was not utilized. All of my cards and accounts have Zero Liability policies against fraud like this. I closed all compromised accounts and cards then opened up fraud claims. On XX/XX/XXXX when I contacted Navy Federal Credit Union to receive copies of the fraudulent charges so that I may file a police report, I was given the great news that both claims for the debit card charges of {$13000.00} and the credit cards charges of $ XXXX were won. My money was deposited back onto my credit card back in XXXX and they told me that my debit card claim was won on XX/XX/XXXX. I had my access reinstated to my accounts today ( XX/XX/XXXX ) and saw that my money is not there. After several attempts at calls to Navy Federal Credit Union ( with several calls with agents coincidentally disconnected even though Im on a home phone ) and multiple different departments looking through my accounts, no one could tell me where my money is. Since the compromised account was closed in XXXX, the money should have been put into the new account but no one can locate it. The fraud rep advised me that there are notes in the system saying the claim was won back on XXXX but no notes saying the money was deposited back. This is absolutely absurd.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80120
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Was denied a credit limit increase denied access to funds that are already mine, account paid in full upon the opening of the account my account / credit card has an open end credit plan
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have someone in XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX, shes called XXXX banks, she made someone mailed a check to her using a spammed bank so that she will deposit the check in the atm and withdraw the funds out. This woman has been doing this fraud for a couple of times now and I caught her. I need the fbi to go arrest and jail her because she has been stealing from peoples bank for a very long period of time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I made a ( 2 ) transfer on XX/XX/21, a total of {$7500.00}, to another Member of the Navy Federal Credit Union. It was later realized this individual is a scam/fraud. This individual did not render service and has been avoiding me. I have called Navy Federal several times to submit a dispute, but they have denied me. They have stated that this is not considered an ACH or credit card transaction and that it is considered " Cash to Cash ''. Navy Federal stated that since it is Cash to Cash, they can not do anything for me. I have informed Navy Federal I have proof of the fraudulent activity and the Member 's failure to render the service, they still denied me. I have asked Navy Federal several times if they can provide in WRITING the disclosure that states I waive my rights to any recourse of fraud and scams when performing a Cash to a Cash transaction, they have yet to provide it. Every time I call, they state they are waiting for the " back office '' to reply with the information. They have yet to provide an explanation for why they can not investigate this transaction as they do any other transaction. They have yet to provide any disclosures or literature that informs consumers that transactions between Members are considered " Cash '' transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
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 DISPUTE THIS ITEMS OFF MY CREDIT REPORT. THIS ITEM WAS OFF MY CREDIT REPORT NOW ITS BACK ON MY CREDIT REPORT NOW ITS DAMAGING MY LOANS AND CREDIT IAM GETTING XXXX. THIS WAS NOT ON MY CREDIT. PLEASE BLOCK THIS ACCOUNT AND KEEP IT FROM COMING BACK ON MY CREDIT THIS IS THE THIRD TIME THIS HAPPEN. XXXX NEED REMOVE OR THIS ACCOUNT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a CFPB complaint back in XX/XX/2021 and I am writing today in regards to the same complaint. I am asking the CFPB to assist me with resolving this situation set forth today. I lost my wallet and my cell phone that contained my personal identification information, credit card information and debit card information. Someone accessed my account without my knowledge or consent and illegally electronically transferred funds from another account into my account. I am not sure what happened after this but I was locked out of my banking profile and I notified navy federal as soon as I was aware. I was a victim of identity theft so I filed a identity theft report pursuant to 15 USC 1681a ( q ) ( 3 ) ( 3 ) Identity theft. The term identity theft means a fraud committed using the identifying information of another person, subject to such further definition as the Bureau may prescribe, by regulation. I sent this identity theft report to navy federal through the CFPB in my previous complaint and this was their response : " The following references the complaint we received on XXXX XX/XX/2021 from the Consumer Financial Protection Bureau on behalf of Navy Federal member XXXX XXXX XXXX. The complaint was assigned a case number of XXXX. We have researched our members concerns. We completed an investigation of XXXX XXXX claim of unauthorized activity and found it to be unsupported. Based on the facts of our investigation, the claim has been denied and our member remains responsible for the activity on his account. Should XXXX XXXX have any questions, he may contact XXXX XXXX, Assistant Vice President, XXXX XXXX XXXX, by calling XXXX, between the hours of XXXX XXXX XXXX XXXX XXXX, Eastern time, weekdays '' - end of response. I Submitted a valid identify theft report filed with the FTC. Pursuant to 15 USC 1681a ( f ) navy federal credit union is a credit reporting agency because it regularly furnishes information in its file about consumers, term consumer reporting agency means any person which, for monetary fees, dues, or on a cooperative nonprofit basis, regularly engages in whole or in part in the practice of assembling or evaluating consumer credit information or other information on consumers for the purpose of furnishing consumer reports to third parties, and which uses any means or facility of interstate commerce for the purpose of preparing or furnishing consumer reports.Navy federal said they conducted an investigation of my claim of unauthorized activity and found it to be unsupported, but navy federal never sent any results from the investigation that was completed to myself or to the CFPB. navy federal said they conducted an investigation, pursuant to 15 usc 1681a ( e ) The term investigative consumer report means a consumer report or portion thereof in which information on a consumers character, general reputation, personal characteristics, or mode of living is obtained through personal interviews with neighbors, friends, or associates of the consumer reported on or with others with whom he is acquainted or who may have knowledge concerning any such items of information. So who did navy federal interview or contact during this investigation that confirmed that I made these fraudulent transfers and can they send us proof? I'm requesting that navy federal credit union provide me and the CFPB with documentary evidence pursuant to 15 usc 44 relating to the fraudulent charges that took place on the account that hold me the consumer liable. In commerce an affidavit of truth stand as truth, I am also asking that NFCU provide myself and the cfpb with an affidavit of truth sworn under the penalty of perjury stating the facts found upon completion of this so called investigation, that holds me the consumer liable to the charges the occurred from that fraudulent unauthorized electronic funds transfer. I have been going back and forth with navy federal about this account for years and I am and deeply stressed by this matter. navy federal has restricted access to my deposit account and this is affecting how I can operate in commerce. I am asking the CFPB to help me look in this matter so that we can finally resolve this situation. navy federal has caused me enough mental stress and aguish. copies of the federal laws and the FTC report that I submitted to will me uploaded below. thank u and please help me resolve this matter asap.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Navy federal closed my account after I spoke with a representative before the account was closed regarding Covid and maternity leave. Representative explained to me that I would be able to pay minimum payment but in return my account was closed a day after payment stating the payment was late and sent back but both payments were made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2021-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A