Date Received: 2021-07-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: 1.Navy Federal XX/XX/21 I checked my personal credit report, and I noticed an unauthorized inquiry had been made. I contacted XXXX, and asked them to remove their credit inquiry from my credit profile. I request that you initiate an investigation into the inquiry listed below on my credit report to determine who authorized the inquiry. If, once your investigation is complete, you find my allegation to be true, please remove the unauthorized inquiry and send me an updated copy of my credit report at the address listed above. If you find the inquiry referenced above to be valid, please send me a description of the procedures used in your investigation within 15 business
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have previously submitted a fraud claim to Navy Federal Credit Union for all of the transactions that were charged to my credit card between XX/XX/XXXX - XX/XX/XXXX totaling {$27000.00}. For NFCU to say that these transactions are not fraud is completely wrong. Please pay attention to the words and documentation that I have submitted in this complaint. During these dates I was serving my country on a submarine in the depths of the ocean with NO access to the internet or to my cell phone. I have attached my statement of service stating that I was onboard a XXXX during these dates. I went on XXXX on XX/XX/XXXX and prior to that I had called XXXXXXXX XXXX XXXX XXXXo suspend my cellphone service. The person who defrauded me had called XXXX XXXX XXXX after I had left for XXXX and she convinced XXXX XXXX XXXX to keep my cellphone service active WITHOUT my consent. This allowed her to receive text messages from NFCU and allowed her to change my passwords all while pretending to be me. She also did this with my XXXX accounts. I have attached my XXXX XXXX XXXX usage report during these dates. You can see that text messages from NFCU ( SMS code XXXX ) were received on XX/XX/XXXX most likely allowing her to have my personal information and passwords changed while I was on XXXX. I DID NOT authorize these transactions and I am a victim of identity theft. I was severely and maliciously defrauded. I have attached police reports that document that the person who did this is a XXXX XXXXXXXX / serial defrauder. I also found that a bench warrant was issued for this person 's arrest in XXXX ( also attached ) for contempt of court in a case where she stole the identity of a service member serving in XXXX and she opened multiple credit cards in this persons name. She also opened 5 credit cards in my name and with this new information that I have provided both XXXX XXXX and XXXX XXXX Department Store has recognized that I was defrauded and they had their bank 's entries deleted from my credit profile. Furthermore, she also sent money to her daughters from my XXXX account totaling {$7200.00} while I was on XXXX. XXXX has recognized that I was defrauded and had those funds returned to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My checking account with Navy Federal Credit Union had an automatic payment ( monthly insurance installment ) established with XXXX XXXX. For the month of XXXX, I prepaid this amount on XX/XX/XXXX. This was in response to a false claim by the XXXX representative that a {$5.00} installment fee each month was avoidable by paying early. There evident policy is, in fact, that payments need to be scheduled prior to the date each bill is created ( i.e., 17 days prior to the due date ) but not that they must also be scheduled to pay in advance. The payment I made the day of XX/XX/XXXX posted to NFCU on XXXX. Subsequently, I contacted XXXX when the usual payment set for XX/XX/XXXX was still reflected on my " upcoming payments, '' without adjustment for the payment already being applied for the period beginning XX/XX/XXXX. They eventually recanted, giving acknowledgement that they falsely had represented future due dates as " upcoming payments. '' These could not be adjusted XXXX and, functionally, worked the same as a credit card statement with a Due Date that is fixed, irrespective of whether a cardholder may actually pay early ). They were implemented to obfuscate that a payment had, in fact, been scheduled XXXX now superfluous to the XXXX policy period ), and did need to be cancelled. The first written response I received was after that XX/XX/XXXX payment was submitted for processing. Hence, the following transactions did occur. XX/XX/XXXX, repeat payment was submitted by XXXX, shows " processing. '' In feedback, they repeatedly claimed this was intended to be applied to the policy period from XX/XX/XXXX to XX/XX/XXXX. Between XX/XX/XXXX and XXXX, NFCU relays the scheduled ACH transaction against my account, which now has funds below the amount of that transaction to allow it to pull in duplicate. XX/XX/XXXX, NFCU assesses an insufficient funds fee XXXX {$29.00} XXXX which I am not alerted to until that morning of XX/XX/XXXX ( via e-mail ). Tuesday, XX/XX/XXXX, I have {$30.00} transferred to NFCU to repair the negative balance now on my checking account. XX/XX/XXXX, I call NFCU to clarify that this fee, which had not been listed with any explanation -- vendor, date, or type of transaction. ( Only the later date the fee was assessed shows on the statement. ). Per their account notice : " ... the item ( s ) listed in the table below was/were presented for payment. Sufficient funds were not available in your account to pay for this/these item ( s ) ; therefore, the item ( s ) was/were returned. Per the terms and conditions for your account, please be advised that when funds are not available to pay an item, a {$29.00} fee may be assessed for each returned item. A total of was deducted from your account on the next business day for the following item ( s ) : " Item Number ( ID ) " XXXX '' On the call, I make a clear argument that this transaction was submitted in error, upon misinformation and counsel of XXXX to pay early, and that the request was for a payment obligation previously satisfied ; I also clearly state that I did not wish this transaction to have gone through, and had -- prior to XX/XX/XXXX -- contacted XXXX on fear that ( as the website represented ) they would take an " upcoming payment '' that I could not cancel online. At this time, I was given no information that the fee -- per standard policy -- would be assessed, without any discretion, three times at intervals at or greater than two business days. Neither did I have actionable information that I needed to expect the transaction to be re-submitted, nor that it would have any consequence if I did not have the funds available for subsequent processing ( transfer out of my account to satisfy XXXX ). Accordingly, I did not know there was a payment in any way active, and which I could request to stop. I called XXXX also XX/XX/XXXX and made an extended verbal grievance of the same, citing the phone calls and the lies the first representative furnished ( in direct opposition to statements on the website and in my e-mail correspondence from them on the matter. A supervisor recognized the patent misrepresentation of the payment terms which I had been furnished ( on the phone prior to my payment XX/XX/XXXX ), and offered to repair the {$5.00} increase in charge for the current month. She did not address the intent of XXXX to assess a {$20.00} fee for the second payment not processing, and -- significantly -- she also made no mention of the fact that they anticipated at least 3 business days ( 3 attempts ) before resolution of the XX/XX/XXXX payment, that only with failure thereupon would this fee be assessed. XX/XX/XXXX, NFCU again generates an e-mail, again assesses a fee without explanation substantially beyond the discrepancy within their notice that ( 1 ) the item, with the same ID " On XX/XX/XXXX '' ( posted XX/XX/XXXX ) appearing for the notice of XX/XX/XXXX ( XX/XX/XXXX posting ) had not been " returned, '' but was held open ; ( 2 ) " a {$29.00} fee may be assessed for each returned item, '' where I had been charged again on that item which the notice identified as the same ; and ( 3 ) that I had, in fact, been charged twice rather than " A total of {$29.00}, '' as was a second time claimed. Without delay, I again called on XX/XX/XXXX, again raised the issues as at the previous call ( to NFCU ), and demanded a transparent explanation of why it was justified to take a second fee -- which is in violation of NFCU 's own terms and in defiance of the explanation of what was communicated to me in the referenced notices And also by telephone just two days before. Injury was not conceded, and remuneration or even a revision of the terms of the account agreement or the fee notice which were false were not received for consideration. I did learn that it was their design to charge me a third time, and I was offered a stop payment for that final processing attempt. Also, I at this time transferred funds to the excess amount needed ( after offsetting the negative balance ) in the event that a debit was again attempted. I also sent another message to NFCU today to signal " my object to file a complaint '' with this body, and the potential of obtaining legal representation, in consideration of their apparent violation of the law. A later conversation with XXXX yielded an offer to offset the returned-payment fee XXXX {$20.00} XXXX on the next payment due ; this adjustment has not been made as of this writing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: To whom it may concern, Pursuant to 15 U.S. Code 1681a ( 2 ) ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device Should be excluded from a consumer report. The definition of a credit card under 15 U.S. Code 1681 is the same as it is under 15 U.S. Code 1602 ( l ) which is the term credit card means any card, plate, coupon book or other device existing for the purpose of obtaining money, property, labor or services on credit. Notice, Congress said Any card. The credit card is my Social Security card.This is the credit card I used to originate every consumer credit transaction.It should be removed from My consumer report with all Consumer Reporting Agencies : ( XXXX, XXXX, and XXXX ) pursuant to 15 U.S. Code 1681a ( 2 ) ( B ). As a federal protected Consumer I am demanding that you remove this Transaction from my Consumer report immediately with all the Consumer Reporting Agencies, as it is a violation of my rights as a federal Protected consumer under the title 15 chapter 41. -Navy Federal Credit Union
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 705XX
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am dealing with identity fraud, tax fraud and identity theft. There is a group of people I would need to be contacted immediately because of the seriousness of the case. My identity is being used all types of ways everywhere different states. Stolen debit cards, money laundering so far out of 5 accounts that I know of so far. XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX, XXXX and navyfederal, XXXX XXXX XXXX and XXXX. I have statements as well. Im dealing with tax fraud as well as Ive requested transcripts back from XXXX-present and also student loan accounts through department of education. People are going to school in my name getting financial aid and loans and their are also properties in my name I am unaware of and there are businesses in my name
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Hello I applied for a credit card with navy federal credit union on XX/XX/XXXX of 2021 and it was denied and turn down due to incorrect credit rating and I send them my copy of my credit report and my other documents they have send me and trying to appeal the decision and I spoke to a supervisor and she was rude this happen on XXXX the XXXX of 2021 at XXXX XXXX central time and I was unable to get appeal on my Loan/ and unsecured credit card application and I told her it was discrimination based on my race and XXXX and she hung up on me. I have the copies of my decisions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2021-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: on XX/XX/XXXX my online Navy Federal bank account was compromised through a trojan virus where several fraudulent activities were made on my account. First I have two credit cards with this bank that you can manage through the online banking cash advances were made on both cards one for XXXX and another for XXXX these were both transferred to my checking account where a XXXX ach transaction was made taking a addition XXXX dollars from my checking account. I immediately contacted the bank the same day where they reported them as fraud and tried to put a hold on the ach transaction, this hold did not go through and the funds were transferred. I found the virus most likely responsible which is known to steal financial information and is able to install remote access on the infected pc. Weeks later they contacted me and told me that my claim was denied. I sent a appeal which I was never contacted for and they said it could take months to get a decision on. I recently called to learn I was again denied
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2021-07-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021 a check I wrote for one of my subcontractors was stolen and cashed by another person who went to Navy Federal Credit Union and deposited the check into their account for the amount of {$1000.00}. On XX/XX/2021, I opened a fraudulent claim with my bank at XXXX and sent in documents from the person who had the check stolen stating they never cashed the check. On XX/XX/2021, XXXX XXXX wrote to me to let me know that Navy Federal Credit Union has still not responded and if they do not then the funds are lost. This is fraud and is being ignored by Navy Federal Credit Union. They know the account of the person who stole my funds and are ignoring it. I want my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I am submitting a complaint against Navy Federal Credit Union to warn others that if your account is ever compromised as an immediate result of being a victim of fraud they will not resolve your case to have your account unrestricted. A teller there informed me of my account being restricted when I went to make a deposit for {$30.00} one day. The deposit went towards the outstanding balance of about {$210.00} due to an unknown check that was cashed into my account by a perpetrator and not even endorsed with my signature, or any signature, on the back of it. I had no knowledge of this activity until the teller informed me. I then was told the account will be reinstated once the outstanding balance is paid in full and an appeal was submitted. Well, I went through a lot of trouble filing a case and contacting the police department about my situation that involved this dispute before paying any full amount of anything I had no partake in. Once my case on file with the police department was getting somewhere, I decided to go back to Navy Federal to pay the full balance and submit my appeal. I was granted victim restitution reimbursement for my financial loss and had my paperwork to back up my claims ready for investigation and review. Even though my legal documents and explanation of the situation that transpired were submitted to Navy Federal Credit Unions security specialist team, they denied my appeal. Shocked by the outcome, I then went further to contact the president of the company by email and was reached by a senior executive who confirmed that the decision to deny my appeal was final. This shows that they do not care about their members once a problem as such occurs. It is not uncommon for people to be victims of identity theft. Anyone who is and finds their accounts compromised with Navy Federal Credit Union will NEVER be granted access to be a member again and you will not get your money back. This is unfortunate because the credit union is highly recommended and favorable for the perks they offer to their members and I was stripped of the opportunity to be able to continue utilizing their services due to the nature of this incident. Im not for certain if this reasoning is mentioned in the fine print of their new member agreement contracts, but it was not a specified reasoning that was mentioned to be used in part of them making their decision to deny my appeal. As a prior member, I am very disappointed and displeased with my experience with Navy Federal Credit Union. Their security specialists team pretty much overthrew police records and documentation that may or might not have even been thoroughly investigated to begin with. Dont try your luck getting a similar situation resolved, if you are being affected. Reporting to the police doesnt work in this case. If anything like this has ever happened to you, your best bet is to bank somewhere else. Dont even consider Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, I'm reaching out about my experience with the Navy Mortgage application. I feel that we were denied credit for a mortgage because I complained on a mortgage loan officer. In which I had every right to do so. It started with me applying and I had to email XXXX to even get a follow up on my application. I asked to switch loan officers at the beginning and that hasn't even been done like I asked. Her supervisor followed up with me but she was telling me different things then what XXXX told me. XXXX told me that she had a system approval until she changed back XXXX 's student loan payment back to the 1 %. I went through the process and got that updated to show that his payment would be under {$130.00} a month. Then when it was moved to XXXX, she told me that I had to have a repayment in place, so I went through with that, then she told me that it had to be due for the current month which no one ever told me. Then I spoke with XXXX and he told me he would have XXXX send everything I sent over and that was roughly 1.5 weeks ago and haven't nothing expect an email denying our application. She didn't even respond to my email when I sent her documents. I understand collegues are supposed to stick together but at the cost of the business? How would we go from a system approval, being told our down payment, interest, insurance, monthly payment to denied? I have everything written down that XXXX told me in the beginning. My fiance 's credit application was denied to too high debt to income ration ( monthly payments ) he literally has two bills a month that total {$300.00} a month and he makes {$49000.00} a year. Same thing with myself, my monthly recurring debt is {$500.00} a month and I make {$37000.00} a year? XXXX clearly wasn't into taking care of the customer. She never returned my phone calls without me calling a couple of times. I had to ask every single question about the procedure with Navy. One time I was speaking with her, her dog was barking in my ear, she didn't even have the respect to move to another room. She talked to me like I was stupid by telling me that Navy Federal Credit Union was not a credit reporting agency after I complained on her when simply asking if she could send me our credit reports as another lender did.When I called to speak with XXXX 's supervisor one time, she picked up the phone and hung up on me and never called back when the person took the call provided my information. I have never had the experience I have had with Navy with any other business. I thought Navy was high on customer satisfication. I know all their employees aren't this way because when I went into a branch to take care of something they were very polite and took good care of me. There mission statement is " Navy 's mission is to always put members first? '' Each area fo the credit union operates with the same purpose in mind, making members ' financial goals the top priority? I have found this to be not true with the mortgage loan department. I can see how important my needs are by how the dashboard hasn't even been updated since my request for the new loan officer as requested and it's still sitting on the same step when I have gotten denial letters. I have attached the wonderful email converstations with XXXX to this complaint as well as the dashboard information. I have waited awhile to see if anyone was going to follow up with me at all and still nothing as of XX/XX/XXXX. I started the application process XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A