Date Received: 2021-09-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been longer than 30 days, and I haven't received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30458
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Since my questions are being disregarded. Pertaining to the auto transaction I received using my consumer credit, If you provided me funds in the form of a loan, Can you provide me with an actual document pursuant to GAAP ( General Accepted Accounting Principles ) pursuant to 12 U.S.C 1831n, showing where the money left your ( Navy Federal Auto Loan ) account to fund this alleged debt?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I completed an online application with Navy Federal Credit Union for a cash-out refinancing of the current VA mortgage I have with Navy Federal . ( Please refer to previous CFPB complaints regarding the same and other issues with NFCU 's mortgage process. # XXXX-XXXX and # XXXX-XXXX ) On XXXX I uploaded required documents through the NFCU secure message website and included a text message that the Deed of the new mortgage needed to be the same as the current one which shows my son as a Joint Tenant with Right of Survivorship. XXXX I uploaded more documents and a reminder about the correct titling. XXXX I sent my loan processor, XXXX XXXX, an email with documents and a short list of corrections needed on the NFCU paperwork and a request for clarification. ( Ms. XXXX had advised that she was leaving NFCU in one week. As of XXXX, there have been none of the requested corrections to the Uniform Residential Loan document or the VA Addendum. ) XXXX I received an email from XXXX XXXX advising that she was my NFCU loan officer. XXXX I sent Ms. XXXX an email advising the URL and VA Addendum had not been corrected in two weeks and also noting the current mortgage title type. XXXX Telephone conference with Ms. XXXX and her supervisor during which the supervisor, XXXX, stated that my son was not allowed to be on the title because he was not my spouse and because he was not an occupant. I sent an email to XXXX XXXX, the NFCU Mortgage VP who helped correct the initial NFCU mortgage/loan assumption process errors in XXXX and XXXX. Although Mr. XXXX is now in the NFCU Risk Management department, he responded that he had spoken with Ms. XXXX 's manager, XXXX XXXX, and she would be in contact with me shortly. There has been no contact by Ms. XXXX. XXXX I received a Conditional Approval letter from NFCU. I also sent Ms. XXXX an email requesting clarification and corrections. I also received an email from XXXX XXXX advising that he was the loan processor. XXXX I received an email from XXXX XXXX ( Navy Federal Title ) which stated that my husband ( deceased in XX/XX/XXXX ) is the current title holder. She requested a copy of his death certificate. She also noted that Navy Federal only allows spouses to be on VA mortgage titles. I responded to Ms. XXXX ( CC : XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX XXXX, VA Loan Specialist in XXXX XXXX who was also instrumental in providing NFCU with the regulations in XXXX ) by email and provided her with copies of the certified ( XXXX ) Warranty Bill of Sale with Mortgage Assumption and the Agreement Creating Liability to Holder and to the United States , both of which showed that the current NFCU VA mortgage title was held with my son as a Joint Tenant with Survivorship. I also asked whether Ms. XXXX or Mr. XXXX was handling the loan. Mr. XXXX responded by email a few hours later ( CC : all plus XXXX XXXX, NFCU mortgage processor ). Mr. XXXX provided the following verbatim response : 1. There is no loan from XXXX, it appears NFCU took your late husbands name off the loan as you were a co borrower or on title and able to do so. The current loan and title is still from XXXX. 2. Your name with the VA is XXXX. You will need to have the VA update your name prior to the COE being issued. 3. The VA still shows the loan under your later husbands name. This will need to be corrected prior to proceeding with a VA cash out loan. 4. The Current NFCU policy is the loan may not close with a Non-Veteran, Non-Spouse on the title. As the loan can not be processed at this point it will be submitted for decision. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- 1. I assumed the loan in XXXX because NFCU incorrectly removed me from it in XXXX because I was told I was not a veteran. ( Refer to the two previous CFPB complaints listed above for specifics. ) At that time my son was added to the title. 2. The COE being used is that of my deceased spouse. I notified NFCU of this in emails on XX/XX/XXXX and XXXX and through a secured message on the NFCU website on XXXX XXXX. I also provided copies of my husband 's DD214 for the COE. 3. If the VA has information that reflects my deceased ( I have been married once ) spouse 's name, NFCU failed to provide the updated, certified information from XXXX. 4. I have not been provided with written documentation of the NFCU policy that a non-veteran, non-spouse can not be on a title. If true, this policy was enacted after XX/XX/XXXX and supersedes federal/VA regulations listed in Circular XXXX, Unrestricted Transfers. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I would greatly appreciate any assistance, once again, to motivate Navy Federal with processing this mortgage accurately and a bit less painfully. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Hi my name is XXXX XXXX and im submitting this complaint myself. There is no third party involved. I entered a consumer credit transaction with this Navy Federal and extended them my credit and as a result they used my credit card ( as described in 15 USC 1602 ) and was extended credit in a consumer credit sale. Navy Federal have been calling multiple times at various hours and even on the weekends as well as texting and emails when im at work and inappropriate times, I have proof of the calls logs from the number XXXX. This is harassment. Ive sent a debt validation and affidavit to the CFO and it would also be uploaded here. Under the Fair Debt Collection Practices Act ( FDCPA ), I have the right to request validation of the debt you say I owe you. I am requesting proof that I am indeed the party you are asking to pay this debt, and there is some contractual obligation that is binding on me to pay this debt. Navy Federal have been violating my rights per the FDCPA and their policies state that they put the consumer 1st. I am requesting full validation such as, original transfer rights to collect, confirmation of legal timeline to report on credit and/or collection procedures, validation of licensing requirements, posted bonding requirements, oversight on monthly payment histories, proper subscriber agreement compliance with credit reporting agencies, and overall compliance with all Fair Credit Reporting Act and Fair Debt Collection Practices Act bylaws as mandated by federal laws. If all of these requirements are not in order, then I have the legal right to request the deletion of this tradeline accordingly. I especially desire compliance under the 84-month timeline for deletion of negative information, with the deletion of the account details altogether. They have not validated anything ; they have ruined my character and general reputation by reporting erroneous information on my consumer report and included a symbol on the contents of the envelope for the mail carrier or any person affiliated with the mail service or comes in contact with the envelope thats alleging I owe a debt. This dispute is specific in the exception area posted below : 605. Requirements relating to information contained in consumer reports [ 15 U.S.C. 1681c ], Section 609 of the Fair Credit Reporting Act ( FCRA ), Disclosures to consumers [ 15 U.S.C. 1681g ] ; Section 610 ( a ) ( 1 ) [ 1681h ], and 611. ACCOUNT # : XXXX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a fairly experienced home buyer, having successfully bought three properties before this experience. In trying to work with the Navy Federal Credit Union to obtain a mortgage loan for a one-bedroom condo, I instead suffered XXXX XXXX XXXX and expense. I ultimately choose to purchase the property outright rather than continue with the difficult process. Below are some of the major issues I had with the process, which seemed to me unethical and unfair : 1. ) I asked to speak with supervisor about the tangled up application process, which included being asked by the automated system to fill out the application for the loan three times. ( It was completed before the second two requests. ) I had previously talked to a supervisor about the excessive amount of information requested -- going back two years, my business accounts and bank statements ( 3 months ) and investment accounts, as well as my personal tax records and bank statements and pay stubs plus permission to get the transcript for my tax records, just for starters. Some of that turned out to be unnecessary. I can't tell you which of the information requested was never used. However, my income was incorrectly assessed ( profit and dividend distribution versus payroll. I'm a self-employed business owner. ) All the communication was one way : " This is what we require. '' 2. ) The automated system had a process and order that it worked through automatically to process the information for the loan application. For me to input information for the loan evaluation in an order different from that, I had to use a back door to upload information as my portal was locked out for that information. I was later told that the information I uploaded that way would go to the evaluators, but not my profile account. I therefore had no access to that information or forms. 3. ) A set of information that the automated system sent to me for signature included providing my account information for automated payments. It was made to appear that this was required to proceed through the automated information process. It turned out later that it was not required. Since I didn't complete all the information at one sitting, I had to upload forms through the back door to complete. When I discovered I didn't have to provide that information ( and I didn't want to pay that way or give out my account information ), I was not able to delete that form as it was not accessible on my profile. 4. ) I was told the supervisor would contact me several times. That never happened. ( Exhibit A below. ) 5. ) For six weeks, I discussed the loan at a rate of 2.266 APR. On XXXX XXXX, an APR of 2.237 was assessed. In conversation with my agent, on XXXX XXXX, I gave permission to proceed with the loan process based on that APR. On XXXX XXXX -- the day after she called me to get permission to proceed, the rate was changed to 3.365 APR ( rate for an investment ). I immediately withdrew my permission to proceed, but I was charged for an appraisal XXXX XXXX. The appraisal should go to the buyer. I never received it. 6. ) The rate was changed to an investment rate for reasons that were not explained to me. I don't know what algorithm was used to determine it, but it is not appropriate for the change in family situations that has come with the pandemic. The property was going to be lived in by me and my family. I sent a dispute letter for the rate change that was never responded to directly. 7. ) The only response I got, which again was never explained, was a Statement of Credit Denial in the mail, determined XXXX XXXX. The reasons checked were : " Excessive Obligations in Relation to Income '' ( which is incorrect based on incorrectly characterizing my income ) and " Property use does not meet occupancy requirements. '' 8. ) Several weeks later I received my credit card statement with a {$510.00} charge for the appraisal. No appraisal was delivered to myself, the previous owner, or the settlement company. 9. ) I contacted the Navy Federal Credit Union about this charge XX/XX/21 at XXXX. After 30 minutes of engaging, no one was available to talk with me. I was told a supervisor would get in touch with me. I have requested all my PII information be removed from the loan site. Switching up the rate after six weeks three weeks before the settlement date has a name. It's called bait and switch, an unethical tactic. Using an automated system to imply that compliance is necessary ( to get through an impersonal system ) for PII ( highly personal, secure information ) is unethical. Not responding to requests to work through issues and problems is at least unprofessional. One-way communication ( they request information, I can't request information ) is problematic in any proposed business relationship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX I used the 24 hour drive thru atm at the XXXX florida location after bank hours. I did make a mistake and use the wrong card. I deposited XXXX dollars. The atm said error with deposit returning cash and then said error returning cash. It had some money sticking out thay I had to pry from the machine it was a total of XXXX dollars instead of the XXXX. I called the 1800 24hour customer service right away they said to go in to the branch after getting and understanding what had happened. An investigation was launched In which i was told there was no overages and no way the money could be jammed. I asked about the cameras because i had sat there and counted the money i pried from the machine they said they saw me receive money and started i got the full amount back. I already assumed from the way the lady at the bank said the investigation could be denied that they assumed i was lying and just trying to get free money. After it was denied I called back several times asking them to double check the atm and cameras because I didnt receive my money. Was told there's no possible way it's in the machine and they service them their selves and nothing else she could do for me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32570
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/2020, Navy Federal Credit Union open checking & savings account in my name ( as well as my ex-wife ) using fraudulent information. To address this identity theft, numerous phone calls, emails, and registered mail were used to requested a copy of the application. NFCC first said it had to be requested by the police department. After that request, they then said I would need to subpoena the information. My request is simple : provide me a copy of the application so that I and local law enforcement can perhaps identify the perpetrator or, at least, how identifying information was obtained. ALSO, provide the NFCC protocol to ascertain and verify the identity of an applicant. ( I do not qualify to NFCC membership. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2021, I wen to to Navy Federal Credit Union Branch Located and XXXX XXXX to do a XXXX XXXX XXXX transfer transaction to XXXX for an amount of {$1000.00} plus {$14.00} transfer fees making XXXX. The transaction did not go through, so had to do another transaction to help someone in a desperate need. Unfortunately, the first transaction went through the next day so I had to go and cancel it. The bank clerk told me I should check back within 5 business days. I went back after that, they now told me have to wait 4 to 12 weeks to get the money back from XXXX XXXX. I have patiently waited 12 weeks ( today is XXXX XX/XX/2021 ). The bank is still telling me stories. They are still in contact with XXXX XXXX to get my refund to me. I call XXXX XXXX myself, they told me to have Navy Federal Credit union contact them because the transaction is in the Bank 's name as a sender. it looks like the Bank is not serious with my money. I am getting confuse here about what to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Navy fed has me in a pandemic program but the mortgage department still has me in foreclosure inwhic I can't get my check for my insurance claim. Navy will not give me my money back for a fraudulent check inwhich 4 people in the branch have said the signature is not mine and brity on the phone has also said it was not mine. The check was written to XXXX XXXX and they have said the signature in to mine and I have never written a check to myself only for deposit to XXXX XXXX never my so and I gave Navy fed a copy of all checks I have written but they are still saying I wrote them and cashed them in MN well MN is XXXX XXXX processing center not a back and showed them proff that in was in SC on that date. XXXX XXXX wants to give me the money back but that will over draw me so I said no. They may have to give e it back to Mr to investigate. Navy fed sold my Rental property before they told me that the denied my lost mitigation. They said my XXXX a month was not enough to pay my 400 monthly payment even know I had XXXX in the bank I which I was told that was to be considered. I asked XXXX and XXXX asked how much to pay to catch up but was never told. I was told by lawyer don't worry I have ten days to appeal and the paper did also but when I did I was told what are you appealing we already sold your property. Ok law said I had ten days and their paper work said the same but nothing. They stopped my lost medagation twice because they said it was empty but no one ever went out to check and I was told by XXXX a Manger of lost medagation that is how the check. The second time I told them over the phone and sent a letter. I could not do I quick sell or file bankruptcy because there was no time after the answer because again it was sold on XX/XX/XXXX and I got the letter XX/XX/XXXX and XXXX sent them proff of when I got the letter and again no on did anything. XXXX told a lot of things were done wrong and she would start an Investigation and one person called and nothing. I kept calling XXXX back and never got her again she was in a meeting at lunch and not in so I started calling her boss and got the same thing so I just gave up. Lost medagation screwed me twice the house is empty and don't have enough mountly in come even though I have XXXX in my account which was enough to get me present but no one would till me how much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28540
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Housing financial educator did nothing to help but I paid them {$1700.00} and navy Federal knows they did nothing but won't help me get my money back because they are a third party. OK why do they allow you to get a third party to help if they will not acknowledge that you got the third party and what they did or didn't do. I can't get my money back because they are saying they got were the ones that got me put on this program when navy fed tells me they did nothing they haven't even talked to them. They said I have to get an XXXX for them to talk. OK why should I have to go through so much just to get my money back when navy fed knows they didn't work with them and all the have to do is say that. Again they said getting them was OK I even had to sign paperwork saying that I was working with them and it was on for them to share my info and now they can't say they what happened that makes no since at all. The money came out oXXXX XXXX XXXX and they won't help because I waited to long over six months to ask for my money. OK these were monthly payments and it was over six months that I saw they were doing nothing and XXXX never told me I has six months to get my money back
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28540
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A