Date Received: 2021-04-14
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I, Consumer XXXX, entered into a consumer credit transaction with Navy Federal Credit Union. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692f. ( 8 ) which states debt collector can not use any language or symbol on an envelope other than the debt collector 's address. Navy Federal Credit Union violated my privacy by placing their logo and language on the envelope that implied to anyone that saw the envelope that I owed an " alleged debt ''. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692j. ( a ) which states that it is unlawful to design, compile, and furnish any form knowing that such form would be used to create the false belief in a consumer that a person other than the creditor of such consumer is participating in the collection of or in an attempt to collect a debt such consumer allegedly owes such creditor, when in fact such person is not so participating. Navy Federal Credit Union violated my consumer rights by creating false statements that created false belief that I, the original creditor and consumer, owe an " alleged debt '' to Navy Federal Credit Union. I am not participating in collecting a debt from myself. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692e. ( 2 ) ( A ) which states A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 2 ) The false representation of- ( A ) the character, amount, or legal status of any debt ; Navy Federal Credit Union violated my consumer rights by displaying the false representations of " alleged debts '' to deceive me, the consumer, that I have an unpaid balance. If debt existed wouldn't it be stated in the negative and not a positive amount due to the fact I can't make payments on a positive account. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692d. ( 2 ) which states : A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 2 ) The use of obscene or profane language or language the natural consequence of which is to abuse the hearer or reader. Navy Federal Credit Union violated my consumer rights because the word debt is highly offensive and disrespectful in my household and is frowned up based on my upbringing. This profane language was used in the written communication sent to me. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692e. ( 5 ) which states : A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 5 ) The threat to take action that can not legally be taken or that is not intended to be taken. Navy Federal Credit Union violated my consumer rights because I was threatened to have reputation damaged if I did not pay an " alleged debt ''. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692d. ( 1 ) which states : A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 1 ) The use or threat of use of violence or other criminal means to harm the physical person, reputation, or property of any person. Navy Federal Credit Union violated my consumer rights by tainting my reputation, my consumer credit report, because they added negative information that reflects a false balance. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1692d. ( 4 ) which states : A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with the collection of a debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 4 ) The advertisement for sale of any debt to coerce payment of the debt. Navy Federal Credit Union violated my consumer rights by willfully and without consent advertise a false balance on my consumer report with intent to damage my reputation with other creditors to coerce me to pay an alleged debt. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1681a. ( d ) ( 2 ) ( A ) ( i ) which states : ( d ) Consumer Report. ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; Navy Federal Credit Union violated my consumer rights because that reported a consumer transaction to XXXX and XXXX between the consumer, myself, and the person, Navy Federal Credit Union, which should have been excluded from my consumer report. Navy Federal Credit Union violated my federally protected rights governed under 15 USC 1681a. ( d ) ( 2 ) ( B ) which states : ( d ) Consumer Report. ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ; Navy Federal Credit Union violated my consumer report by reporting to XXXX and XXXX about a consumer transaction that involved the use of my credit card which should have been excluded from my consumer report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Today is XX/XX/2021, I went to the bank to deposit the money left on my stimulus XXXX card, I waited in the drive through line, when I got to the teller she told me they can't do that at the window and go inside. Once waiting in the line just to go into the building a gal comes to me to ask me what I was doing today at the bank, I told her and she informs me that I need to forms of Id, I tell her I have a drivers license and ss card, she tells me it won't work and they will take vehicle registration, I have to go get it them wait back in line with more people in front of me. This is ridiculous, worse than XXXX as far as customer service. More people are in the line now, now I wait and wait and wait, get the picture, I'm XXXX now!!! I get up to the counter which has plastic protecting the teller and all are in masks but there is a rope up that you have to run into to put your paper work on the counter, ridiculous, I get up to the counter and they tell me I need to call and get the balance myself, now I'm very angry and they tell me I can't use their phone and they can't call, I have to get out of line go get my phone and get back in line again!!!!!!!!! I asked to speak to the manager, no-one ever came, when I asked for a regional manager phone number they would not give it to me I asked 5-6 times before I got it, I have driven to my office looked up this email and I am still on hold to take to someone on their reg call line so I'm sure this is not a phone number for any manager and they tell me to ask for XXXX XXXX who I'm sure has no managerial experience at all. what a joke. They are worse than XXXX and as bad a XXXX XXXX XXXX!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98383
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: At four times over the past two months and twice in the past week I have been totally shut out of accessing my funds in my NFCU accounts. I have several accounts and about {$300000.00} cash in these accounts. I need to move money to pay my tax returns and to meet other obligations. Over the past week I personally have on the phone with them literally three hours to no avail. They have recorded call data to substantiate my statements Further in XXXX my NFCU debit card was compromised and they use the same data to verify me ( DOB, SSN, etc! )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: In XX/XX/2021 a company hacked into my phone without my permission and gained access to my back account as I was trying to get the hacker out of my phone they went into all my bank accounts there were no funds in any account except for the navy federal account and at that time they used the zelles app in the bank app to with drawl money out of my account. I made a police report, reported it to the back. They denied the fraud claim stating it was my fault and then I appealed and with in a day or two they denied the appeal again saying it was was my fault. There was a police report and everything done. I did not authorize any charges. Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98404
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have reached out numerous times via phone and by mail to get a clear copy of the original contract and initial paper along with ALL Statements/Bills with no success. I am simply reaching out to them to get these documents for my records.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27105
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-11
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My name is XXXX XXXX XXXX XXXX, I am submitting this complaint for myself, attorney-in-fact. Fact, the fair credit reporting act states that the banking system is dependent upon fair and accurate credit reporting so be, and I have been violated by this debt collection company. I have also been violated under the Truth In Lending Act and FDCPA by this company and lawfully demand remedy as a US consumer. PLEASE properly address & remedy the attached documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2021-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/21 I received a call supposedly from the Department of State Fraud Investigation Unit, asking me about high dollar transactions linked to my social security number, which I immediately denied I had done. They did now about a fraud report I had made on a small unauthorized transaction from my bank, as well as small transactions to XXXX, which I sent to my family. They said my SS # had been used in 18 different bank accts., and asked me if I was aware of different balances from them, which I also denied. They said my social and these transactions were tied to a trafficking ring and that I had a pending arrest warrant. Since I denied all these transactions, they pretended like they believed me, and asked me if I was willing to collaborate with their department to track the movements of these accounts and whoever stole my identity. I asked them if they could just report the fraud and I would close my accounts. At this point they became aggressive and implied I was denying collaboration with a govt. agency, and that they would then proceed to keep me in their custody until they verified the validity of my statements. They asked me to look for the XXXX XXXX police department phone number, since it was where the original flag to this activity was reported ( for context : I previously lived in SD and opened my bank account with Navy Fed there ). I verified the phone number with them and they said I would get a call from an officer from the department. The next call I received had that number in the caller ID ( from SD XXXX ). The person asked me if I had enough phone battery and if I was in a secure space and that I could not disclose any of the info discussed to outside agencies, since there was an ongoing investigation and any info couldn't be breached due to policy. He then told me I had to follow their instructions precisely in order to " secure '' my accounts and to clear up any links to the active investigation of my identity as they were in the process of freezing all my accounts. He told me I needed to withdraw all the money from my account, and that I would transfer the money into secure government vouchers and they would have two police officers come to my residence at XXXX the day after to give me a new SS # and instructions on how to transfer my money to new accounts. I began to ask more questions, but he insisted I remained calm as I drove to Navy Federal and to focus on the task at hand. When I arrived at Navy Federal Credit Union ( XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX, FL XXXX ), before going to the teller I told them I would keep my money cash instead and once I opened new accounts I would deposit them myself. However. they insisted they needed to be put on the government voucher in order for the money to appear as " clean ''. When he noticed I stopped believing, he said that if I didn't believe I was speaking to the government, to look at two different people which he described correctly ( clothing, location in relation to me, etc ), and they were in fact watching me. At this point I feared for my security and my family 's and knew I was being scammed and followed so I followed their directions. My decision was based on the fact that they knew I was an XXXX XXXX service member in the XXXX, and knew our residence address. They made me purchase 15 XXXX gift cards with {$4400.00} in cash which I withdrew from the teller in Navy Fed and {$3000.00} with my XXXX XXXX credit card and I had to give them the access codes. XXXX XXXX is collaborating with me, XXXX fraud department is also collaborating by cancelling those cards right away and trying to get any funds back ( I have not heard back if they found any ), but Navy Federal Credit Union will not help me in recovering my money despite the evidence provided & the current police report. I called that same day the Fraud Department and they justified their lack of action by the fact I personally withdrew the money, regardless of me explaining I was being followed, the XXXX people were outside the bank waiting, and felt threatened and feared for my safety. On Monday XX/XX/21, I personally went to the branch in my second attempt to get help from them, I filed a fraud report and they closed the original account and opened a new one. However, they said that they were not sure what the outcome would be after submitting the report, and that I should call the Security Department, although they had already said they couldn't help. I recently received a letter from Navy Fed dated XX/XX/XXXX ( attached ) in which they denied any error occurred based on account activity. I have documentation of the police report, XXXX 's case # for the scam, receipts of gift cards, my report to the Federal Trade Commission since by SS # was breached, and I am willing to provide any further information needed to resolve this matter. XXXX Case # XXXX Federal Trade Commission Report # XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I first put in an application with Navy Federal Credit Union on XX/XX/XXXX. XXXX. My credit was pulled and I was issued a denial within 72 hours. Following this I appealed the denial and presented additional documentation supporting the use of $ 0 monthly payment for my student loans as per XXXX XXXX guidelines XXXX Which NFCU must abide by for conventional loans ). I was then advised on XX/XX/XXXX that this did not change the outcome of the denial. I then escalated the issue to upper management in underwriting, hoping they would be able to review it accurately and abide by XXXX XXXX guidelines. I was informed on XX/XX/XXXX, they unless there was new documentation, the denial could not be overturned. I had advised management that I provided all documents from XXXX, and that they met the XXXX guidelines for accepting income based repayment plans ( Which I will copy below directly from XXXX XXXX 's selling guide ) If a monthly student loan payment is provided on the credit report, the lender may use that amount for qualifying purposes. If the credit report does not reflect the correct monthly payment, the lender may use the monthly payment that is on the student loan documentation ( the most recent student loan statement ) to qualify the borrower. If the credit report does not provide a monthly payment for the student loan, or if the credit report shows {$0.00} as the monthly payment, the lender must determine the qualifying monthly payment using one of the options below. If the borrower is on an income-driven payment plan, the lender may obtain student loan documentation to verify the actual monthly payment is {$0.00}. The lender may then qualify the borrower with a {$0.00} payment. For deferred loans or loans in forbearance, the lender may calculate a payment equal to 1 % of the outstanding student loan balance ( even if this amount is lower than the actual fully amortizing payment ), or a fully amortizing payment using the documented loan repayment terms. Based on these guidelines my income based repayment plan with a XXXX XXXX monthly payment is acceptable to use as long as it is not in forbearance. I provided documentation showing it was not. NFCU attempted to state that because I have to recertify the plan every year that it was unacceptable. However, all income based repayment plans must be recertified every single year per federal student loan servicer requirements. XXXX XXXX makes no mention that this is a factor in determining approval of payment amounts for income based repayment plans. Nor does it state the payments must extend beyond 12 months. As long as I recertify every year, this document is considered acceptable for qualification. XXXX XXXX has acted in a discriminatory fashion by denying me a mortgage loan using excessive requirement above the established XXXX guidelines. Excessive guidelines go against the standards set forth by the CFPB to protect borrowers from such actions. Furthermore, I have already verified with both XXXX XXXX, XXXX, as well as a separate lender, that the documentation is sufficient to meet the XXXX guideline for use of a {$0.00} payment in my liabilities. Therefore I am requesting this to be addressed and for my loan to be approved and with reparations for the hardship this stress has caused my family, during a time that should be considered momentous. NFCU has created this hardship through excessive use of their underwriting department, without properly following established lender guidelines, and are therefore creating unfair treatment of student loan borrowers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36535
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/2021 I made a ATM Deposit at the NAVY FEDERAL CREDIT UNION {$440.00} into my checking account ... ..NAVY FEDERAL CREDIT UNION STOLE my cash deposit and placed it on a credit card DURING THIS PANDEMIC!! I do not have money at the moment to pay for that card ... I NEED MY MONEY TO LIVE during these hard economic times .... I feel it was disgraceful to take money from anyone during these rough times..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened a business account for my company on XX/XX/2021 with NFCU as I am a personal member. I am a consultant that offers small business consulting and career services consulting to individuals. I just opened a logistics subsidiary, XXXX XXXX where I will be providing interstate carrier services as well as freight broker services. I added a DBA to my business XXXX XXXX as well. However, on XX/XX/2021, my business account was abruptly closed without any notice or contact as to why. My business account was under XXXX XXXX, XXXX and my access number was XXXX. I only had the account maybe 2 weeks before it was closed with no reason as to why.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A