Date Received: 2021-06-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Recently I reached out to Navy Federal about these inaccuracies on my report. They did their investigation and have yet to send me the results. I have called several times asking for the results and all details involving their findings. I have yet to receive anything. I also called and requested the " Debt Validation '' " Audit trail '' and Pursuant of GAAP '' but they have refused to send it to me for some reason. This will be my last step before taking legal action towards this company and the reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92882
Submitted Via: Web
Date Sent: 2021-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: At the end of XXXX this writer suffered XXXX XXXX XXXX. During this period due to my inability to sustain employment I was unable to keep up with my credit card payments with Navy Federal Credit Union. Therefore, my payment fell behind to the point where Navy Federal decided to close my account. In XXXX after a full recovery and back to work full time, I contacted Navy Federal and inquired about the past due debt that I owed them. They informed me of the full amount ( {$450.00} ) and after minimal negotiation, I was informed that the only way I could settle this debt to the satisfaction of both myself and Navy Federal was to pay off the entire amount in cash at the local branch. The agreement was that I would pay the full amount, and the bank { Navy Federal ) would fully recover their loss. And for doing so I would have this derogatory removed from my credit profile with the Credit Reporting Agencies. On XX/XX/XXXX, I paid off this overdue debt to Navy Federal. ( See Attached ). about 30 days later I contacted Navy Federal and informed them that the negative information was still reporting on my credit reports. I was told at this time that it usually takes 4 to6 weeks for the corrections to take place. I waited another 30 days and again checked my reports. This time I noticed that it stated that this account was a Charge Off, But it was paid. I again contacted Navy Federal. This time I was told that They were NOT GOING TO REMOVE the derogatory info, but it would state that the debt was paid. I informed the person I was speaking to that this was contrary to the deal I was made prior to my full repayment of this account. I was told that no matter what agreement I had previously reached with them, this was their position now. I am under this impression that Navy Federal practices allow for their agents and customer service reps to tell their customers whatever the customer wants to hear in order to assure that customer pays them their money. Then after getting their past due balance they ( Navy Federal ) renege on their promises and feign memory of ever making this deal in the beginning. These practices are expected more from a collection agency. than that of a reputable bank like Navy federal. They should be made to keep their word,, not only in this case but all cases where they make promises to customers in order to receive payoffs ... ... Also note, I disputed this account with XXXX. The results are dated XX/XX/XXXX, which state clearly " {$45000.00} WRITTEN OFF '' Now my question would be why would Navy Federal state that this amount was written off in XXXX of XXXX when in actuality this account was paid if full in XX/XX/XXXX. It is as if they are going to great lengths to disparage this customer. See attached ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: NAVY FEDERAL ALLOWED VETERANS TO BE TARGETED BY MERCHANT SCAMS BY NOT COLLECTING REFUNDS FROM DEFECTIVE PRODUCTS AND TARGETED HARASSMENT ACCOUNTS. NAVY FEDERAL IS SHIELDING OR HIDING REPORTS OF SCAMS BY THIRD PARTY APPLICATIONS AND ARE NOT THOROUGHLY INVESTIGATING THE ACCOUNTS. NAVY FEDERAL CREDIT UNION, SITS STAGNANT ON REPORTS UNTIL THE PRESUMPTIVE DATE OF COMPLETION, FRAUDULENTLY STATES THEY ARE INVESTIGATING AND ONCE THE TERM ENDS, REPORTS THEY ARE UNSUCCESSFUL IN COLLECTION OF FUNDS. FALSE REPRESENTATION BY DISPUTE REPORTS AND SCAMS NOT NEING TAKEN SERIOUSLY, LED TO COMPROMISED ACCOUNTS. EXAMPLE : XXXX HOST ISSUES INVOLVING CANCELLATION BEFORE CUTOFF BUT TRYING TO COLLECT ON FUNDS NOT DUE OR OWED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2021-06-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: - XXXX XXXX. Loan officer receives our escrow timeline showing XXXX XXXX is the due date for appraisal, and XXXX XXXX as the removal of loan contingency. Up until this point, the only time we were able to get a hold of our loan officer was via the mortgage hotline that leaves a message with him to call us back. No answers to his phone that he has listed in his signature block during his working hours. The first email correspondence took him 8 days to respond. - XXXX XXXX. Loan officer responds to an email from XXXX XXXX saying he'll be in touch with us for what he needs. Not a word on our timeline being unrealistic. - XXXX XXXX. No responses from our loan officer via email or call to discuss loan documents. He responds late XXXX XXXX and says that us delaying discussion is delaying the home appraisal, even though he is the one not responding. - XXXX XXXX. Talked to loan officer on the phone. He orders the appraisal. Not a word on our timeline being unrealistic. - XXXX XXXX. Passed to the loan processor. Not a word on our timeline being unrealistic. - XXXX XXXX. Followed up with the loan processor for appraisal. No answer to our question. - XXXX XXXX. Followed up again. Processor just now discloses that the appraisal was ordered XX/XX/XXXX, and that turnaround could be weeks. She also says that she can not follow up with the appraiser for 10 days due to NavyFed policy. ( Why are we being told this 2 days before it was supposed to be done, and only because we are following up constantly? ) Our realtor helps us extend our escrow timeline, but the seller could have walked due to us not meeting our contingencies. - XXXX XXXX. Followed up again. Processor says the appraiser will be out to the property XXXX XXXX. This is also the date of loan contingency removal. Not a word from NavyFed on not being able to meet this. Luckily our realtor had the foresight to extend this as well. But again, seller could have walked due to us not meeting contingencies. - XXXX XXXX. No appraiser. Followed up again. Processor tells us appraiser is busy and will be out to the property Monday instead, a holiday. We have a voicemail documenting that he is too busy to call until the day before to schedule. ( Nobody is too busy for a two minute phone call to schedule. ) - XXXX XXXX. Our loan XXXX says that he did not tell us XXXX XXXX was unrealistic because the appraiser is required to view the property within 10 days. This is not what we were told by our processor. So which is it? Per the VA, the appraiser is required to be in the home within 10 days in CA. - XXXX XXXX. XXXX says she will call us if we are not going to meet our extended XXXX XXXX timeline for appraisal and loan contingency approval. - XXXX XXXX. Processor does not contact us to tell us NavyFed can't meet the new extended timeline ; we only find out because we reach out multiple times. This is the third time the seller could have walked, and the third time NavyFed has blown by a key timeline without prior notice. - XXXX XXXX. We are sent loan closing documents, where there is a notice to call the loan officer immediately upon receipt. We call and email immediately. Nothing. - XXXX XXXX. Still have not gotten a call back from the loan officer. Appraisal is still not approved. Loan docs are estimated to be sent to the title company XXXX XXXX, and we are supposed to close on XXXX XXXX. We are told docs will be sent to the title company on Monday. - XXXX XXXX. No docs sent to title company XXXX shocker! ), with no heads up again. - XXXX XXXX. Due date for funding. Again, no heads up that NavyFed can't meet this timeline. Another escrow timeline blown. - XXXX XXXX. Closing day. Not a peep from NavyFed. A supervisor tells us that she has sent an urgent email to the appraiser, and filed a complaint. Why was this not done on XXXX XXXX? Or even the extended XXXX XXXX timeline? We ask for an appraisal refund. Our appraisal was ordered on XXXX XXXX, and at this point, it's absolutely insane and unacceptable by any reasonable person standards. - XXXX XXXX. Supervisor responds but ignores how we can get a refund. - XXXX XXXX. The appraisal magically is done, and we are told we can't get a refund because it was completed ( more than 30 days after the original contingency removal timeline! XXXX. We raise a stink, and are told that the supervisor has to ask higher, because it's not NavyFed at fault. As the sole entity able to liaison with the appraiser third party, NavyFed is very much at fault. - XXXX XXXX. No update on an appraisal refund. Followed up again. This is not how you treat service members ( or anyone! ) returning from overseas, who have put life savings into purchasing a home for the next duty station. The ineptitude, lack of customer service, and lack of advocacy is staggering from a organization we have used and trusted since we were both XXXX. Closing day came and went without so much as a peep or sense of urgency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My son wanted to sponsor a bank account for me through his name and bank account at Navy Federal credit Union at XXXX XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX The bank asked me to send credentials to them to prove who I was and that it was a two-step process and obtaining the bank account I sent the credentials and never heard from them again so I went in and talked to a banker in person she told me that she would not accept any of my credentials and I have a permanent address in Ohio and have a working address in the state of Florida I have credentials for both addresses she told me that she wouldn't accept anything except the address that was typed in when we try to open the bank account which is my daughter 's address and I told my son make sure you don't put any other address except my own because I have no credentials to show if you do she claims we did my son had started to type my daughter 's address because he's staying there and I stay there when I'm working in XXXX I've been living in Central Florida working there also he backed out of it and typed in my central Florida address. So I said to the banker I say I can not give you proof of my daughter 's address because I do not live there and she just kept insisting that I give her proof of my daughters address and she said you'll have to give me the driver 's license and everything and her address and I said ma'am I am not living at my daughter 's home and so I proceeded to say just close the bank account and she says will you have {$5.00} in the bank account I said we'll just relinquish the {$5.00} to me and close the bank account and she said well I can't even do that unless you prove you live at your daughter 's address and it was absolutely insane and so I left and I told the sheriff sitting at the desk what they had just done the sheriff didn't do anything either so I'm filing a complaint against Navy Federal credit Union in XXXX Florida. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32953
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-28
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have been trying for several years to open an account with Navy Federal. Every time Im told that it shows that I opened one then nothing else. I have requested management call me, I have tried to prove my identity etc. if Im denied the account then fine but to tell me that I wasnt denied and then nothing else is troubling to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2021-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021, I received a text message from Navy Federal Credit Union about suspicious activity at XXXX XXXX. I replied 'No ' at XXXX XXXX. I got a response that Id receive a call but could not pick up the call due to being at work. As soon as I was out of work, I replied 'No ; a second time at XXXX. I got a call from the fraud prevention department and the conversation with the representative I explained that I believe my card was lost/stolen and while on the phone I identified several transactions did not belong to me that happened between XX/XX/2021 and XX/XX/2021. I also told the representative that I believe my debit card, ID, and a USB containing sensitive financial information may have fallen out of my basketball shorts when I ran to my car after my haircut in XXXX, FL. I ran to my car because it was pouring rain. I also explained that I was in XXXX, FL from XX/XX/2021 to XX/XX/2021 to process the purchase of a home. ( Inspection, Escrow, Closing ) Furthermore, I explained that my nieces were with me and that I was also in XXXX to take them to XXXX XXXX. I then explained that I had driven back to XXXX XXXX, VA during the night of XX/XX/2021. The transactions I identified to the representative as fraud/unauthorized are as follows : XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX - {$600.00} XX/XX/2021 - XXXX XXXX XXXX XXXX XXXX XXXX {$1600.00} XX/XX/2021 - XXXX*XXXX XXXX XXXX XXXX XXXX - {$2000.00} Pending - XXXX XXXX XXXX - {$40.00} Pending - XXXX XXXX XXXX - {$25.00} Pending - XXXX XXXX XXXX - {$19.00} Pending - XXXX XXXX XXXX - {$15.00} Pending - XXXX XXXX XXXX - {$10.00} Pending - XXXX XXXX XXXX - {$11.00} On XX/XX/2021, a letter was sent out to my home address. I received the letter on XX/XX/2021 that stated that the found no errors to and the claim was denied. I immediately called Navy Federal and spoke with a representative and requested information on how they conducted an investigation in less than 48hrs. The representative advised that I reopen the claim and send in supporting information. I explained to the representative that I have gotten tested for COVID-19 on XX/XX/2021 because I was not feeling well after my trip to Florida and got my results the evening of XX/XX/2021. I asked if this would help and if my credit card statement would suffice as it showed that I was in Florida and Virginia during the time of the fraud. He said any supporting information would help. So on XX/XX/2021 I sent them my COVID-19 results showing when and where the test was taken. On XX/XX/2021 I sent them my XXXX credit card statement which showed several transactions in XXXX FL, XXXX SC, and XXXX XXXX VA with dates. On XX/XX/2021, I received a message on Navy Federal 's online messaging center that stated they have received the documentation and to allow up to 14 business days for them to investigate. Unfortunately, I never got a response. On XX/XX/2021, I sent a message on Navy Federal 's online messaging center requesting an update. On XX/XX/2021, I called and was told that the investigating representative was not in and to call again tomorrow. On XX/XX/2021, I called and got hold of the fraud department and was told the claim was denied. I again explained everything to the representative and he said I can open an appeal to the denied claim and to provide as much supporting documentation. At this point, I am fed up. Today, XX/XX/2021, I submit a detailed explanation as to why I believe the claim should be in my favor. I submitted screenshots of the email conversations between the XXXX mortgage loan officer, my realtor, and the title processing company. I submitted a letter from the title processing company that explained that I was in XXXX in their offices XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I submitted photos that are dated and time stamped of my nieces and I in XXXX XXXX. I submitted the intention of gift letter from my mother that was sent to the mortgage loan officer for underwriting. I submitted the XXXX Police Report ( redacted information due to it being an active investigation ) and the contact information to the officer in charge of the investigation. I resubmitted my COVID-19 test results that shows that I was in XXXX XXXX, VA on XX/XX/2021 and that the results came back on XX/XX/2021 as positive. I resubmitted my XXXX credit card statement was showed I was in XXXX FL from XX/XX/2021 to XX/XX/2021 and XXXX XXXX since XX/XX/2021.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
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: This is a Covid-19 related late payment dispute from a Navy Federal Go Rewards Credit Card for the months of XXXX and XX/XX/XXXX. Account # XXXX XXXX XXXX XXXX On XX/XX/XXXX, I sent a removal request letter to the CEO of Navy Federal Credit Union. I did not receive a response, nor were the late payments removed. On XX/XX/XXXX, I called Navy Federal Credit Union to inquire about the removal process of the 2 Covid-19 related late payments being reported and not removed. I was directed to file a dispute directly through the credit bureaus. I filed a dispute, in which the bureau reports Navy Federal confirmed the report to be accurate and did not remove the late payments. I called Navy Federal back with the results of the disputes. They then directed me to write dispute letter, enclosed with my credit reports and send it directly to them. They received that letter on XX/XX/XXXX. On XX/XX/XXXX they sent me a standard email saying the exact same thing the bureaus did. They are unaware of or not following the law in accordance with Section 4201 " Credit Protection During Covid-19 '' I am not disputing anything before XX/XX/XXXX. I am disputing ( 2 ) 30 day late payments appearing on all 3 of my credit reports for XXXX and XX/XX/XXXX. This account is open and not a charge-off. Legally these should not be there. I am a victim of XXXX please remove immediately and replace with current or ok status on all 3 credit reports. See Below SEC. 4021. CREDIT PROTECTION DURING COVID19. Section 623 ( a ) ( 1 ) of the Fair Credit Reporting Act ( 15 U.S.C. 1681s2 ( a ) ( 1 ) ) is amended by adding at the end the following : ( F ) REPORTING INFORMATION DURING COVID19 PANDEMIC. ( i ) DEFINITIONS.In this subsection : ( I ) ACCOMMODATION.The term accommodation includes an agreement to defer 1 or more payments, make a partial payment, forbear any delinquent amounts, modify a loan or contract, or any other assistance or relief granted to a consumer who is affected by the coronavirus disease 2019 ( COVID19 ) pandemic during the covered period. ( II ) COVERED PERIOD.The term covered period means the period beginning on XXXX XXXX XXXX and ending on the later of ( aa ) 120 days after the date of enactment of this subparagraph ; or ( bb ) 120 days after the date on which the national emergency concerning the novel coronavirus disease ( COVID19 ) outbreak declared by the President on XX/XX/XXXX under the National Emergencies Act ( 50 U.S.C. 1601 et seq. ) terminates. ( ii ) REPORTING.Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current ; or ( II ) if the credit obligation or account was delinquent before the accommodation ( aa ) maintain the delinquent status during the period in which the accommodation is in effect ; and ( bb ) if the consumer brings the credit obligation or account current during the period described in item ( aa ), report the credit obligation or account as current. ( iii ) EXCEPTION.Clause ( ii ) shall not apply with respect to a credit obligation or account of a consumer that has been charged-off.. I will provide copies of my credit report, account number if needed. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30093
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-24
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/2021 I applied for a credit application with Navy Federal and was denied based on my credit score and income. I am the natural person and original creditor as defined under 15 USC 1602 ( g ). I'm confused how Navy Federal can deny me from my own credit. When 12 1431 states that the powers and duties of banks is to borrow not loan money. Navy Federal borrows money from the Federal Reserve with the authorization of my social security card and signature. They do not have the authority to deny me credit based on the notion that they are not the creditor and the credit doesn't come directly from them. I demand Navy Federal approve my credit application.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-23
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Navy Federal Credit Union ( NFCU ) has charged me interest on late fees in violation of the Fair Credit Billing Act and has refused to provide a breakdown of the late fees and interest so I may pay the late fees. The amount financed has been paid. Additionally, NFCU has reported the late fees & interest to the four credit bureaus as a charge-off. The Promissory Note, Security Agreement & Disclosure specify APR on Amount Financed and states the Late Payment Fee. There is no disclosure that interest will be assessed on late fees! This issue has been outstanding since 2018.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2021-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A