Date Received: 2021-05-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX closed out his personal loan with navy federal in full. Still shows account is open.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98409
Submitted Via: Web
Date Sent: 2021-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Unauthorized hard inquiry reporting on XXXX report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33770
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I contacted Navy Federal on XX/XX/XXXX at XXXX to XXXX on Friday and spoke with XXXX XXXX He refused to give his last name or any identifying information. He claims to be the supervisor would not give me the Manager of Banking Operations when asked. He said we are not suppose to give any information. I told XXXX that XXXX XXXX checking account was overdraft by over {$500.00} dollars. There was {$660.00} unauthorized Navy Federal Credit Union transaction. XXXX XXXX never gave authorization for this money to be deducted by Navy Federal Credit Union. On XX/XX/XXXX XXXX XXXX took money out of XXXX XXXX account totaling {$660.00} and put his account in the negative over {$500.00} dollars. They claim they took it out because of a bill that told them to issue credits to peoples accounts. XXXX XXXX reasonably assumed when he received {$660.00} in his account that the money was his stimulus money being deposited to his account. XXXX reasonably thought this because he received no notice before the disbursement of any money being deposited into his account that would be a loan to be repaid back. There was not any notice before any loan or temporary credit from Navy Federal Credit Union before the loan funds hit the account. XXXX called Navy Federal after seeing the funds and notified them of this and the representative on the phone told him it was apart of the stimulus package bill just passed. So, XXXX interpreted this to be his stimulus payment. It was only a month after he received notice in XXXX, XXXX that this was a provisional credit given by Navy Federal and not his stimulus payment. XXXX was shocked as to why Navy Federal did not NOTIFY him once the bill was passed via his phone number, post on their website or their mobile website with all this information about the bill or any information about the advancement of credit and issuance of a loan to customers that would have needed to be repaid in full. I have explained that proper notice to customers was not given by Navy Federal Credit Union before the disbursement of funds. They never indicated it was a loan. They sent first notice only months after the issuance of a provisional credit and only after stimulus funds were received in customers bank accounts already. They did not give anyone the opportunity before disbursement to deny the funds to be deposited into bank accounts before it was disbursed to the accounts. The failure of Navy Federal Credit Union to provide notice of this matter has resulted in overdrafts with no protections. We explained to Navy Federal that more time was needed to repay a loan that was not authorized just deposited into accounts. The confusion happens because no notice was sent before the money just showed up in the bank account. It was deposited first then the notice of a credit came after the disbursement to accounts. There was not an opportunity to reject the funds. They just used the money to pay over the limit balances instead of allowing the customer to pay their own balances. Now they just putting accounts in the negative when the purpose of the stimulus relief bill was to help people not to be in a position of owing banks. More time should be given to at least repay the loans and not two 60 days unless you have signed an agreement of repayment under those terms of 60 days. These terms were not agreed to. If Navy Federal deposited the money they should be able to work out terms with customers on repayment and not put accounts in the negative. I am totally disappointed with this and this negative balance needs to be resolved immediately that Navy Federal has put me in due to them taking out {$660.00} on XX/XX/XXXX leaving my bank account negative. I can be contacted via email or phone Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Navy Federal Credit Union offered investment account which I accepted and opened. Two years ago I closed the account but they keep sending me messages and now they are adding new fees. I went on chat and they said I still had XXXX cents in the account and I needed to login to the account and transfer out the XXXX cents. I told them I did that already twice before and small amounts keep popping back out. I am not willing to do that again nor confirm the account number to send the XXXX cents because I've done it twice already and it could be a phishing attempt. Basically Navy Federal will not let me close the investment account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90270
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: non-performance of the contract. I was preapproved for a loan and it was sent to underwriting. Navy Federal Credit Union refinance loan that was never worked on ad fell out of compliance after 6 months, I had contacted the underwriter no less than three times asking for status and was ignored. Then they had me sign another document after the rates had risen, and came up with unverified excuses as to why the house was not owner-occupied after they had clearly lost documents, I have documents stating during the application what was happeing in our household having two homes due to work locations. etc. We had proved it was a primary residence for my husband, he works in the area, filed taxes from the house, we bank in the area. It was basically NFCU attempting to cover up their non-performance of the contract. Now I am going to have to refinance and sue for about {$150000.00} plus legal fees soley because they did not do the right thing by their customer of 30 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my loan on XX/XX/2021. Prior to closing, I attempted to settle fees that were charged in excess of the amounts originally disclosed as defined in 12 CFR 1026.19 ( e ) ( 3 ) ( i ) and ( ii ) due to missed timelines in providing revised disclosures as outlined in 12 CFR 1026.19 ( e ) ( 4 ) ( i ) and also by misplacing a required fee in the incorrect section of the closing disclosure as outlined in 12 CFR 1026.37 ( f ) and ( g ) and 1026.38 ( f ) and ( g ). When attempting to rectify the issue with XXXX and the processors, my complaint was not researched even though I provided the information and I was told that " if I believe that there is an issue with timing that I should file a complaint with the CFPB. '' Issue 1 : Origination fee charged in excess of the amount originally disclosed. Timeline : XX/XX/2021 : Application submitted XX/XX/2021 : Initial XXXX provided with XXXX of {$290000.00}, Rate : 3.25 %, no origination fee. XX/XX/2021 : Provided competitors XXXX to XXXX for price match and locked rate. XX/XX/2021 : Revised XXXX issued with LA of {$260000.00}, Rate 2.75 %, Origination fee of {$1300.00} ( .5 % of the LA XXXX. XX/XX/2021 : loan conditionally approved and sent to the processor. XX/XX/2021 : held initial conversation with the processor. Asked about buying down the rate for informational purposes. Was told that to buy down the rate to 2.625 % it would increase the origination charge by .5 %. XX/XX/2021 : assigned to a new processor ( second processor ) XX/XX/2021 XXXX Sat ) : emailed three contacts at XXXX including the new processor stating I would like to increase the LA to {$270000.00} and buy down the rate to 2.625 %. XX/XX/2021 : spoke with the new processor over the phone and again indicated my wish to increase the LA to {$270000.00} and buy down the rate to 2.625 %. XX/XX/2021 : Revised LE provided with LA of {$270000.00} and rate of 2.75 % with an origination charge {$1300.00}. ( 10 business days after the initial written request XXXX XX/XX/2021 : Revised LE provided with LA of {$270000.00}, rate of 2.625 % and origination charge of {$2700.00}. ( an increase of .5 % ) XX/XX/2021 : CD issued. XX/XX/2021 : acknowledged CD via email and also asked if the increase in the origination fee was within tolerance requirements. No response from the processor. XX/XX/2021 : Corrected CD provided with no changes to the origination fee or credits to offset the increase due to missed delivery timelines. -Called main NCFU mortgage number, contacted the second processor who called me back. I explained my concern. Ultimately told origination was in tolerance because XXXX had three business days to provide disclosures from the date they entered the information into their system not when they received the information. Regulation Z ( 12 CFR 102619 ( e ) ( 4 ) ( i ) ) requires that if a creditor uses a revised estimate for the purpose of determining good faith, the creditor shall provide a revised version of the disclosures reflecting the revised estimate within three business days of receiving information sufficient to establish that one of the reasons for the revision. -Processor 's supervisor ( the original processor ) called, I explained the issue and was told the same thing and that if I thought there was an issue, I should file a complaint with the CFPB. -Signed closing documents and submitting this complaint. Increase in Origination Charge in excess of the amount originally disclosed due to missed delivery timeline of three business days : {$1400.00} the second processor received the information sufficient for the reason for redisclosure ( revision requested by the consumer ) on XX/XX/XXXX. 2021 but did not deliver disclosures until XX/XX/XXXX and XX/XX/XXXX XXXX ten and 14 business days after receiving the information ). Issue 2 : Termite Treatment for VA loan in wrong section on CD XX/XX/2021 : Initial XXXX and XXXX XXXX written list of service providers ) issued. Initial LE shows aggergate cost for items the consumer can shop for as {$1100.00}. XXXX shows XXXX as the service provider for the inspection. Treatment is not listed. XX/XX/2021 : Termite inspection completed by XXXX and noted termites on the property XX/XX/2021 : Initial termite treatment XX/XX/2021 : corrective action completion provided to the original processor via email XX/XX/2021 : initial inspection form and receipts provided to the original processor via email XX/XX/XXXX and XX/XX/XXXX : revised XXXX issued without disclosing the cost of the treatment. XX/XX/2021 : second processor provides email stating proof that termite treatment was completed or the loan can not close. This indicates that the treatment is required by the lender. XX/XX/2021 : CD issued with Termite treatment listed in Section H - Other ( services not required by the lender ) rather than in Section B - Services the Borrower Did Not Shop for. XX/XX/2021 : emailed second processor highlighting the concern and asking for clarification - no response. XX/XX/2021 : Corrected CD issued but no changes to Termite Treatment Spoke with the second processor who confirmed the service was required but listed in Section H because it was not required in all states which is not loan specific. Spoke with the original processor who explained the breakdown of the treatment of the amounts paid at and before closing. Original processor explained that any amounts outstanding ( even if already being paid through installment payments to the provider outside of closing ) was required to be settled at closing. This indicates that XXXX requires the treatment when identified in the inspection in order to close the loan. As such, the fee should be in section B of the CD as the provider was the one listed on the XXXX. If the termite treatment were disclosed here, it would cause a tolerance issue that was not cured. The new total of services that I could have shopped for but did not under the regulation is {$2600.00} which is greater than the amount allowed of {$1200.00} XXXX which is 10 % more of the aggregate amount listed on the initial XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64155
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/2018 I received notifications of unauthorized activity on my XXXX XXXX Credit Card account # XXXX while serving in the XXXX. I contacted a representative at the bank regarding the matter and was told my account had been locked. I then asked to open a dispute and was told i would have to call back at a later time and do so. Upon calling back multiple times the matter was never handled causing inaccurate debt to be placed on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2021-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I wanted to refinance my home due to the covid situation and consolidate debt from medical bills and other. I started the loan in XXXX and was very excited that Navy Fed was going to help me more since I'm a vet and 50 % XXXX. I started the loan got everything done the home was appraised for a good value then waited. In XXXX I tried to contact and had much difficulty getting a response. Finally they said it will be done by mid XXXX. At that time XXXXXXXX XXXX offered me a forbearance option which I decided to take just to make things easier over the holidays. Well in XXXX they changed my loan person because he was taking to long promised to expedite this loan. This went to under writing multiple times and they have pulled new credit checks on my credit and continued to say there was issues because of the forbearance. I offered to just pay it off so we could move forward but they said don't worry it will be done in a few days. Now they say my appraisal has expired and they have to order a new one which has cause me much stress and XXXX XXXX wants to know my plan for paying them. Is this normal for Navy Fed? I have many emails but don't want to upload them unless you feel something can be changed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98802
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX bank and Navy Federal Credit Union gave me credit cards. I spent only less 30 % of credit limit to improve my FICO SCORES AND CREDIT SCORES to purchase home as XXXX XXXX VETERAN to support my kids ( I am custodian parent XXXX XXXX XXXX bank and Navy federal credit union did not update on time credit utilization point helps a lot I have FHA XXXX XXXX as the first time home purchaser who is XXXX XXXX XXXX XXXX XXXX bank and navy federal credit union should update credit utilization rate to three credit bureau ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 227XX
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Between XXXX, I suffered major financial hardship and losses due to identity theft. I had every bank account app on my phone hacked and financial info changed and uploaded documents and checks that were not from me via these applications. During this, NFCU had flagged a check that actually was not uploaded by me or my device. They immediately froze all of my accounts, cancelled my debit accounts and literally within minutes I had no way to buy groceries, gas for my vehicle, or pay for anything while being a single mother. I contacted them and was told nothing could be done and that my bank accounts were now in " credits only ''. The closest navy federal to me is about a one hour drive away. Because I had no gas and no access to money ( but a little change ) I had to take the bus all the way there and beg them to release some funds to me so I could I could feed my kid. That day XXXX filed a written statement, verified who I was, provided my device info to prove that I was not the one who uploaded the check in question, as well as provided copies from equifax, my other banks that verified fraud on those other accounts and appealed the bank to please unfreeze my accounts and allow me to manage my finances online as usual. I had to wait 7-10 business days for a response while my accounts remained frozen. I was then told that they would be closing all but my savings account due to my credit card with them that also had fraudulent charges ( which they never refunded ). It took me 4 months to receive my direct deposits from social security, the VA and retirement allotment due to needing a new bank account and navy federal kept accepting the direct deposits without allowing me access without travelling to the bank and then having to take all the money out cash at one time in a bad neighborhood, inability to pay my bills online causing me to purchase prepaid cards and money orders/cashiers checks costing me more time abd money. I have appealed to have my obline access restored and my accounts restored as I have been in recovery mode after id theft. and denied without any factual reason as to why I could t have them restored or given online access.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2021-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A