Date Received: 2021-10-30
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I am writing to delete the following information in my file. The items I need deleted are listed in the report. I am a victim of identity theft and did not make the charge. I ask that the items be deleted to correct my credit report. I reported the theft of my identity to the Federal Trade Commission and I also have enclosed copies of the Federal Trade Commissions Identity Theft Affidavit. Please delete the items as soon as possible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX my brother XXXX XXXX send me XXXX to get a car and to have cash on hand as well, he send it through member to member due to us both having navy federal accounts. I had my account for 10 months, never had any issues with anybody sending me money. XX/XX/XXXX when he send the XXXX to me, I owed a friend some money so I send her XXXX and my sister needed help on bills I send her XXXX as well and I still had 1971 left for my car I was trying to get. My friend and sister have navy federal as well so I member to member the money to them as well. The next day which was XX/XX/XXXX, yesterday, I noticed my account was locked and a message popped up stating I needed to call navy federal for assistance I didnt know what was going on and why my account was locked. As I was calling navy federal my friend called me and told me her card was locked and my sister texted me telling me her card was locked as well. At that point I told both of them to call navy federal I didnt know what was going on at that point. I called navy federal back and was on hold for 40 mins to speak to security department I explained that my account is locked and Im not sure why, they stated that my brother needed to verify and validate that he send me the XXXX dollars I stated I never had to do that before whats going on, they stated they couldnt explain to me exactly, just kept saying I needed to speak to my brother, I stated what do you mean you cant tell me, whats going on this is crazy, I asked the representative, so all my brother need to do is validate the transfer and thats it, she stated yes. I called my brother told him to call navy federal he said ok. He had a long hold wait as well, he called me 45 mins later and said he called and he validated the transfer, and he also told me his account wasnt locked, so I didnt understand why my account was locked. So i called back and was on a long hold again, and I explained to the representative that my brother called in and verified the transfer, can I please get my account unlocked, the representative told me no its not validated and that the XXXX was fraud and they are closing my account for good, I stated what? The XXXX wasnt fraud, and I asked her, is this why my account, my friend and sister account is locked as well she stated yes because it was fraudulent activity I said what are you talking about, my brother send me this money through his account through member to member, why would you close my account from a money transfer, Im not aware of anything being fraudulent at all, and the lady rudely stated well you will have to find another institution, Im not able to tell you anything else. I hung up with that representative called my brother and explained everything to him he stated he didnt know what was going on because his account wasnt locked and everything was fine on his end, and the money came out his account already. So I called back spoke to the 3rd representative after a 40 mins hold again, I stated to this representative Im not sure whats going on but I need my account unlocked this is straight BS, the representative told me the XXXX was fraudulent and since it came to my account it affected my account and since I send it out it affects those accounts too, I stated thats insane and pure bs I have never heard of that before in my life. Just because someone send you money and you send money to known members, and you have send money to them before, our accounts is closed, I never heard of that before, and I had no idea anything was fraudulent, I wasnt aware of anything being fraud, how can you know if money was fraud from someone sending it to you thats insane, and the representative stated due to the money being fraud they wont be opening my account back up also due to a incident with someone getting my information and trying to put a check in my account that never came to my account, and I didnt have any idea that anyone tried to do that, that was fraud and I knew that was fraud because I didnt do it, I got the same pop up message and called and got that straighten, and The representative stated thats also the reason why we closing your account. I stated to him that doesnt have anything to do with this incident here at hand, both of theses incidents are different, someone stole my bank information and card and tried to deposit a check, that I wasnt aware about. And this incident with the XXXX, my brother send the money to me in my account, I wasnt aware of nothing being fraud, the money came directly out his account. I dont condone in fraudulent activity at all, and never have, my brother send me that money to help me since my car got repo, I needed this money, now I dont have any of it and now Im not able to do what I needed to do. I never ever wouldve thought anything will be fraud and it cost my account and money because of someone sending money to my account that I wasnt aware of being fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77040
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Your bank has handled my identity theft in an unprofessional and frankly embarrassing manner. My father served in the military for me to have the privileges such as membership with your credit union and this is not what he would have envisioned for me to occur while doing business with your company. I have attached my Identity Theft Report which has further information. As mentioned in my identity theft report and correspondences with Navy Federal Credit Union, there were discrepancies with the way my case was handled. One representative ruled in my favor and another did not. ; unfortunately, the bulk of the charges were denied. It caused me a five figure loss of funds, my Navy Federal checking account to be overdrawn, and due to that denied for other products from Navy Federal although my FICO scores range from XXXX to XXXX depending on the scoring model. I want these decisions to deny my fraud claim ( s ) reversed immediately and all fraud charges refunded to me immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX - Four separate {$1000.00} electronic checks were deposited into my checking account from an unauthorized source. I contacted Navy Federal Credit Union on XXXX about those checks and made them aware that I did not deposit them and was not sure where they came from. XXXX - Navy Federal Credit Union closed my checking account. XXXX - They reassured me that all of the money that was originally in my checking account would be transferred to my new checking account. I was told that once the money ( {$1800.00} ) was transferred to my new account I would be able to continue to use my checking account as I normally do. XXXX - Navy Federal Credit Union transferred {$3700.00} total to my new checking account. This was the total of two paychecks in my account. XXXX - NFCU removed the 4 {$1000.00} checks from my checking account. XX/XX/XXXX - NFCU pulled {$2300.00} from my checking account to pay an " outstanding balance '' on my old checking account. I was never informed about this negative balance and I am not aware of how this checking account was drawn to a negative balance. XX/XX/XXXX - NFCU pulled {$1000.00} from our joint checking account to pay off an outstanding balance on my new checking account. This withdrawal was also not authorized and I was never notified that NFCU was going to be moving money from one account to another. XX/XX/XXXX - I contacted NFCU regarding the discrepancies in checks deposited/withdrawn and the negative account balance. I did not spend money to cause my checking account to go negative {$2300.00}, and I discussed this issue at length with NFCU and assured them that any transactions or money transfers were not done by myself or authorized by myself. NFCU refuses to provide me with information as to where this money was spent, when it was spent, and by who it was spent. NFCU tells me that there is nothing they can do and that I am responsible for the {$2300.00} that has been spent. In addition, NFCU removed {$1000.00} from our joint checking to pay off a negative balance that I did not cause. They have now misplaced {$3300.00} and they are telling me that there is nothing they can do and that I am fully responsible for their mistakes. I have made them aware that I fully intend to file a formal complaint and/or police report. XX/XX/XXXX - My wife transferred all remaining money ( {$2200.00} ) to her savings account to prevent any further losses from our shared account because we do not trust our bank. It is a shame to admit that we do not trust our financial institution to properly handle our money and defend us in the setting of fraudulent charges. *ALL copies of deposits, transactions and withdrawals from the accounts mentioned above can be provided upon request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 655XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am a federally protected consumer, and debtor who is invoking my rights as such. I have entered in a consumer credit transaction with Navy Federal who has extended me credit in an open-ended consumer credit plan. Navy Federal has previously denied me my credit and or requests for higher credit amounts limits. I have notice billing errors on my billing statements and made claims to Navy federal in regards to the error pursuant 15U.S.Code 1666. They have sent me billing statements that has shown a positive number that reflects a positive balance in my account. It would be unlawful to pay a debt that is in a positive status. This is false and misleading pursuant to 15U.S.Code 1692e. and I refuse to pay this alleged debt. Navy Federal has stated they have accepted my cease and desist which put them on notice of fault regarding the billing error. Navy federal since then has disregarded the billing error claims and stated they only have acknowledged the cease and desist notice. I have restated my billing error claims to be address for any reason there were any miscommunication. They have responded that they will take adverse action against me by taking payments from my shared accounts without my authorization to pay the alleged debt if not paid on its due date. They have done this on multiple occasions without my authorization or prior knowledge. In accordance with 15U.S.Code1602 states Unauthorized Use is a direct violation of the law and serves me no benefit for they have used my credit card for reasons they were not authorized to do such. Navy federal has also threatened me with a debt collection notice pursuant to 15U.S.Code1666 ( d ) ( e ) which states restricting, closing or taking any adverse action without presenting documentary evidence pursuant to 15 U.S.C 44 to clarify and resolve the billing error in an open-ended consumer transaction is prohibited and forfeit its rights to collect the disputed amount. Documentary evidence as describe in the IRS Publication 583 is for the books of account that shall verify who funded the account and how much is owe in accordance with the journal and ledger entries from when the account was opened. Navy Federal has sent me a promise to pay and debt validation in the form of a credit card agreement statement. A credit card agreement statement is not a binding contract and in accordance with the federal law a promise to pay is an agreement between the consumer and the lender who is the borrower ; the borrower promises to pay a set amount on its due date. This is also false and misleading in accordance to the law. They are demanding that I pay this allege debt not owe by unlawful means to collect pursuant to 18U.S.Code8 states the obligation is of the U.S thereof XXXX I the consumer and debtor do not owe the allege debt. Navy federal is using deceptive and unfair business practices by posing as a creditor and a collector who collects debts by such unlawful means. As stated in 15U.S.Code1681 the banking system is dependent upon fair and accurate credit reporting, and they refuse to follow they federal law and continues violate my consumer rights for their own profit and gain. Navy Federal is a non-profit corporation who mission statement confirms that I am a member-owner. The misconduct of their business practices is unlawful and contradicts their mission statement and policies regarding me being a member-owner. I shall be identified and treated as such. Navy Federal dishonored my remittance payment that was sent and stated it is a non- negotiable instrument. The instrument on file with my endorsement shall constitute as payment in accordance with the UCC 3-603. Navy federal advertises that they are NCUA insured and makes claims in regards to those consumers accounts that they are insured. This is false advertisement by Navy Federal for they are not providing the means to correct the account billing errors in a timely manner in accordance with the Truth in lending Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
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: My name is XXXX XXXX XXXX, and I am sending this request myself to address the inaccuracies on my Credit Reports. This item is reporting late as reported in my 3 Credit Bureaus. Lets correct this immediately. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: in XX/XX/XXXX navy federal credit union closed my membership and accounts due to fraud. They will not disclose to me why my accounts were closed at the time i had been a member with navy federal since XXXX and never had any overdrafts all of my loan products were paid on time never late. I attempted an appeal and was denied. Today XX/XX/XXXX I reached out to navy federal again because me and my cousin are starting a XXXX XXXX in remembrance of our grandmother to support kids at the elementary school that she taught at for many years. I waited on hold for almost an hour to be told that I could not be added to the association account due to the fact of the alert that they will not remove from my account. At the time of restriction or block I was not using Navy Federal as a primary bank so there was no activity that would have called for my accounts being blocked or restricted. As a part of this review they restricted my mothers account as well but she was allowed to complete a one time pin verification code and all was cleared on her account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23234
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, a transfer through XXXX of {$290.00} was done on my account. I had only ever used XXXX twice back when I lived in California, and normally avoid it as it isn't safe, so seeing XXXX be used while I was here in Tennessee was a huge red flag. I filed the fraud report shortly after once I noticed the transfer, hoping Navy Federal would at the very least be able to provide me the needed information to file in small claims if they were unable to perform a charge back. It was also at this time I noticed my XXXX account was restricted, as if it had been breached or broke the ToS. Navy Federal 's fraud department also immediately deactivated my debit card without warning or notice. According to Navy Federal 's fraud department, only my device signed into my XXXX account ( Navy Federal has built in XXXX XXXX, so there was no possible way fraud had taken place on my account. Navy Federal also refuses to provide me the information needed to identify the individual the money was sent to so I can file a police report/small claims case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37086
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Navy Federal Credit refuses to explain why I have been charged XXXX dollars more than my total deposit amount on one account. I have been paying XXXX since XX/XX/2021 to clear this issue. In XX/XX/2021 they removed XXXX. That was expected for my overdraft protection.then money was added to my account. In XXXX I was told my checking was closed. I owed the XXXX. That's XXXX more than I receive in monthly income and can not go over. Then in XX/XX/2021 I am told by letter that I only can use mobile banking. I can not talk to any member of their customer service. Without explanation in the letter for this. Then in XX/XX/2021, my account went from XXXX to XXXX with explanation. Can not talk to anyone and the statement only says adjustment. Adjustment for what? I haven't used the account since XX/XX/XXXX. XXXX XXXX is running Navy Federal Credit Union as if it's her personal bank with bias and bad blood towards people with dark skin and with mental health issues. I even had conversations with employees who agreed NAVY FEDERAL CREDIT UNION EMPLOYEES are treated like XXXX and slaves. Several conversations about unionization must have been the final straw.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 146XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Hi, I have sent in numerous complaints against Navy Federal. I am not satisfied with their responses to the issue at hand being left unresolved. The most recent response from the company regarding the issue is that : A. Navy Federal refuses to investigate the matter further, as being requested. B. Navy Federal refuses to refund funds lost. C. Navy Federal refuses to locate the security cameras as requested, and lacks to provide an explanation to why. D. Navy Federal refuses to reestablish account. Navy Federal is refusing to cooperate. What is the reason why? Sounds very sketchy of the company. I will not be calling the security team because for one, I have called them and have not received the help and assistance I need. And two, they refuse to cooperate to resolve the issue on the CFPB platform. Why is that? I want this matter addressed to the Security Team Specialist and CC 'd to the president of Navy Federal. I will go above and beyond to make sure this matter does not get ignored. There is a specific person needed to locate in the security cameras at the XXXX XXXX, XXXX branch location at the time and date of when the check was placed into the ATM. That footage is to be released to the proper authorities, XXXX XXXX Police Department probation unit, or the DA involved in assisting my case. Why did Navy Federal say they will not release the footage? I need answers, which Navy Federal has failed to do. I have been very specific in details to help the security team in their investigation, which they continue to claim to have unsupported documents and not reinvestigate. This is bad business practices on their end and I will not stop complaining until it gets resolved. Questions for Navy Federal : Did your security team ever at least TRY to locate the footage? If not, why? If so, why not release the information? Why is Navy Federal refusing to cooperate in resolving this matter? What is the explanation to why they continue to insist for me to reach out to the security team for questions that can be answered here? I need letters in writing from Navy Federal explaining all of this so I can send it to the proper authorities as I'm trying to get this case resolved. I do not, I repeat, DO NOT wish to open a new account with Navy Federal. Please, cooperate regarding this matter. Thank you. The company very well knows my case and have received plenty of documentation to refer back to it. We're not done here. This case is still pending a resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A