Date Received: 2021-04-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In mid-XXXX, my husband and I submitted an online application to Navy Federal Credit Union to refinance our mortgage. Part of the application process was to agree to pay for them to make an inquiry on our credit, which we and they did, and the inquiry was reported by XXXX on XX/XX/XXXX. However, they made a second inquiry without our consent ; it was reported by XXXX on XX/XX/XXXX. On XX/XX/XXXX, when I noticed the second inquiry, I contacted ( via email ) the loan officer and loan processor who had been helping us ( XXXX XXXX and XXXX XXXX, respectively ), but neither responded to me. Ours was what I assume to be an unusual situation, where our original application somehow got " deleted '' ( I'm not sure how, it didn't happen on our end ) and our information was then re-entered ( by NFCU ) on a new application with a new number. ( Our original loan application # was XXXX, and the second # was XXXX ). Mistakes were made when they entered the information for the second application, one of which included them increasing our requested amount by {$100000.00}. I noticed this immediately and contacted them about it, and pointed out other inconsistencies where necessary, because they had already sent us new disclosures with the incorrect information included. They eventually got the information on the second application corrected, but we ended up not refinancing with them because the interest rate offered was much higher than expected. When I contacted XXXX XXXX via email ) on XX/XX/XXXX after noticing the mistakes and high interest rate listed in the second application, she replied, " The reason for the rate is there was no credit report inside this application, I was able to pull the credit report from the other application, as soon as I find out what product you want ARM or FIXED, I can send out new disclosures. '' Given this response ( and the fact that I'd already stated several times we wanted a fixed rate loan ), I'm assuming that the second credit inquiry was made because when they set up the second application for us ( after somehow deleting our first application and then entering some incorrect information on the second ), the information from our initial credit inquiries wasn't transferred over, at least not initially. It seems to me that not allowing customers to proceed with loan applications without agreeing to and paying for a credit inquiry is a good control that should prevent unauthorized and/or duplicate credit inquiries, but as I understand it from NFCU, what happened with our accidentally-deleted application was unusual for them. I understand they're extremely busy right now and was patient throughout the process, even after all the errors ; however, our credit should not have been run a second time due to their mistake.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I was preapproved for a mortgage loan with Navy Federal Credit Union. I was told all my documents were good they didnt see any issues. On XX/XX/XXXX I was conditionally approved. The house was inspected and appraised. I was just waiting for the title to come back. XXXX XXXX XXXX was my mortgage processor. I reached out to her multiple times to confirm all the documents submitted were good. She confirmed I didnt need any additional information. I was given a closing date of XX/XX/XXXX. That day came we still had no title. XXXX then stated she didnt realize that I was a XXXX and I was self employed. From the beginning I made them aware that Im a XXXX XXXX and I get XXXX. I have weekly paystubs but my income is not taxed. On XX/XX/XXXX, XXXX ask me to submit updated paystubs, profit and loss sheet and show proof of 6 months payment reserved. All my documentation was complete and sent in. She stated everything looked good and I should be closing Thursday XXXX no later than Friday XXXX. I called XX/XX/XXXX to follow up on the process and XXXX stated that I was denied and she couldnt give me details I would hear something in the mail within 10 day. The process is over. I need to reapply with a co-signer. How did I get this far with all the same documentation to be denied. Where was the ball dropped. How did they not realize I was self employed. I reached out to her supervisor XXXX XXXX who stated that processors arent trained to give explanations and that my loan was denied because my self employed income was not enough. They couldnt factor in my income from my w2 because I no longer worked that job I was solely self employed. I dont understand how I got this far without anyone realizing I was solely self employed. I reiterated it multiple times and everything I stated was disregarded. Im packed up. I opted out of my lease because I had a closing date and I kept being told all my documentation was fine. I just want answers. Someone needs to be held accountable. No one provided any empathy it was more or less oh well you were denied. How is it that i can pay {$1300.00} in rent without one late payment for 2 years but I cant get a mortgage approval. My credit has increased. I paid off more debt and even one of my car loans just to guarantee approval to still be denied the week I was suppose to close. This is outrageous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14620
Submitted Via: Web
Date Sent: 2021-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: OnXX/XX/XXXXI received a call from XXXX XXXX in the Bankruptcy department demanding I pay past due of XXXX. She called harassing me a very rude tone. The demanded I pay one month car payment. I was advised to pay monthly what I can. No mini Miranda was given. The calling demanding to pay. Very hostile.I paid XXXX last week call again this demanding past due. Access number XXXX I feel I have been discriminated due to me being an XXXX American. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XXXX has charged my Navy Federal Credit Union XXXX XXXX credit card account for a monthly XXXX XXXX membership in the amount of {$11.00} in which I didn't subscribe to or have ever used. I have disputed the charges with Navy Federal Credit Union XXXX XXXX since XX/XX/2021 and they have failed to assist. The transaction dates are XX/XX/2021, XX/XX/2021 and XX/XX/2021. I initially thought that it was a charge attached to my sons email address or cell phone number. However, it was not the case. On XX/XX/2021, a friend of mine assisted me in locating a way to find and cancel such membership online at XXXX and we were successful. Apparently, NFCU failed to at least notify XXXX or XXXX that I was disputing the charges because I kept being charged {$11.00}. I honestly believe that is a very unethical business practice to fail to notify a merchant that a consumer is disputing a charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-01
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Current Entry : Navy Federal has NOT fixed the below described issue. The issue is not whether they converted my SCRA benefits but the fact that they put all the extra payment, over the minimum payments, to one of the 6 % portions of the credit card and NOT the current charges at 14.99 %. Look at what should have converted in XX/XX/XXXX compared to what is owed now % wise and what was charged and paid every month. It doesn't add up, they paid part of the lower interest first! If you look at the information that was submitted, they paid off one of the 6 % portions with that extra money and did not put it toward the 14.99 % which is what they are LEGALLY supposed to do. According to the Credit Card Act of XXXX, a company CAN NOT put extra payments over the monthly minimum toward the lower interest rate if there is more than one rate on the card and that is the case here. There were 2. One at 6 % and the monthly amounts I was charging at XXXX. My current card balance should be at 6 % with hardly any at 14.99 % based on the amount that should have transferred to 6 % back in XXXX. Can someone on your end look at the documentation I submitted? I'm going to put in a new complaint because it's clear this wasn't understood. What they have done is ILLEGAL. The amounts I paid over the minimum match the amounts I was charging and should have gone to current charges at 14.99 %. My most recent statement shows that only half of what is owed is at 6 %, so they were not putting that extra money toward the XXXX but the lower interest rate. How is that possible unless it was calculated incorrectly? The CFPB is supposed to investigate this, especially if this is fraudulent charging of interest rates. They violated the credit card act. It might only be the loss of about XXXX dollars to me in interest but if they do this to a lot of people, that amount adds up quickly and could constitute fraud. As a military service member, I want someone to investigate this further. This is incorrect and illegal. They did nothing to fix this for me except write me a letter to tell me that it's correct with no proof to their claim. I want to see the analyst 's notes and the calculations used down to the XXXX for these transactions when the account went to 6 % in XXXX and how they came up with these figures for the last 9 months because it doesn't add up. Please advise and require them to provide this data. PREVIOUS COMPLAINT NOT ANSWERED ACCURATELY OR WITH DATA Navy Federal Credit Union ( NFCU ) calculated my interest on my credit card under the SCRA benefits incorrectly, by paying off my " balance transfer '' rate '' first with my over the minimum payments, instead of putting the extra amounts toward the current transactions for the months they were made that were being calculated at 14.99 %. In XX/XX/XXXX, I was called to XXXX XXXX with the XXXX. I contacted NFCU that month to let them know about it and request the SCRA benefits. It took them 4 months to finally institute the benefits, despite my calling multiple times to inquire. They stated they were " backlogged '' and they would get to it. Late XX/XX/XXXX, they finally " converted '' my card amounts under SCRA ; however, they did not put the full amount that was owed in XXXX to the 6 %, as the law requires, Instead, they refunded some of the interest I paid but put all the extra monthly over-the-minimum due payment amounts toward the " balance transfer '' interest rate which should have been put to 6 % and all the additional money paid in should have gone to the current monthly charges that I was charging. This means they paid off something that should have been at 6 % before paying off the higher monthly charges that were at 14.99 %. This is a violation of the CARD act, paying a lower interest rate first, and a violation of my SCRA rights that require the entire amount owed on my card at the time of XXXX XXXX to go to 6 %, regardless of whether it was a balance transfer rate, etc. At the time, the balance transfer rate was expired and was at the same rate as purchases, or 14.99 %. In XX/XX/XXXX, I contacted them and explained that I believed this to be the case and asked that they look into it. They did nothing. I contacted them again in XX/XX/XXXX XXXX more times and spoke with several people and requested a call from a supervisor, again they did nothing. During this time, I also put in several online messages through their portal, 4 of them, and they did NOT respond to any of them and again did nothing. In XX/XX/XXXX, I talked to someone named XXXX, apparently he was a SCRA supervisor, for 90 minutes and he stated he would go back to the analyst that completed the SCRA calculation transaction to get more information and that he would return my call. He never did. I called again last week and again asked for someone to call me back and again they did nothing. The newest statement showed no change and it's clear they don't want to change it or help me figure this out when it's clear they are in the wrong. They obviously don't care and so I'm filing this complaint with you, the SCRA/DOJ, the credit bureaus and the XXXX. Attached you will find all the statements since I went on XXXX XXXX, as well as a spreadsheet I created that shows what was owed at the time of XXXX XXXX and all the charges and payments made during this timeframe. They paid off one of the 6 % items first, thus now forcing me to pay 14.99 % on items I charged while on XXXX XXXX overseas which should have been paid first. Unlike most cards, they do not lower the rate for current charges while on XXXX XXXX ( like XXXX, XXXX, XXXX ), only those obtained PRIOR to XXXX XXXX ( and apparently don't even want to do that for us! XXXX. The fact they waited to " update '' my account makes me also think they did it on purpose so they could charge me the way they did, which is clearly a violation to the CARD act and the SCRA. It's not about the money, it's about the principle, and it's clear that NFCU doesn't have any principles to help servicemembers when they need it the most. I'm incredibly disappointed and hope you can help me rectify this issue. For any other servicemembers that read this, DON'T USE THE NFCU CREDIT CARDS ON XXXX XXXX. There are many other better options by companies that clearly care about us when we are called up. Thank you. There is only one fair solution, that my card be calculated correctly based on the law of the CARD act of XXXX and the SCRA. I should owe about XXXX at 6 % and my 14.99 % rate part should be XXXX or very close to that, if they had actually paid off the higher interest rates on the monthly charges first.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 805XX
Submitted Via: Web
Date Sent: 2021-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am a victim of identity theft. Please delete or remove these items on my behalf. These items are not mine and this is greatly affecting me and my personal life. I request that you block the following information and Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33823
Submitted Via: Web
Date Sent: 2021-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: -We applied for our refinance XX/XX/2021 and was assigned Loan officer Ms. XXXX and processor Mr. XXXX . We had questions concerning what we would qualify for and asked for the guidance of the loan officer. It was not until a month later after calling and emailing Navy Fed repeatedly that we were directed to submit a different application for our refinance XX/XX/2021. -We were given a new loan officer Ms. XXXX and processor Ms. XXXX XX/XX/2021 to resubmit all paperwork and ink signatures for processing. We completed the paperwork within 72 hrs and submitted again to Navy Federal. -We were given conditional approval XX/XX/2021 -XXXX XXXX, XXXX I was contacted by the Navy Fed appraisal division to schedule the appraisal. The lady who called, XXXX XXXX, asked for my password to log into my Navy Federal account at which point I halted further conversation and asked her to verify her identity. I had to call Navy Federal and check her credentials because I knew it was not protocol to have to gave out your password to any employee over the phone. The Navy Federal customer service rep I spoke with verified she worked with Navy Fed and emailed her supervisor to notify them of what happened and also directed me to work with my loan processor to schedule the home appraisal. I notified our loan processor to move forward with the appraisal that same day. I heard nothing back for two weeks so I called XX/XX/2021. The appraisal was not scheduled. I requested and paid XX/XX/2021 for the appraisal to be processed. Two additional weeks have passed and I still havent been contacted for the appraisal date. -I already submitted paperwork via homesquad for review for all work verification, tax info etc. everything requested we sent in a timely manner. -My husband now has military orders to XXXX in XX/XX/XXXXand we were just notified that our refinance request has been passed to another team for processing! There have been too many hands on this request and it is still nowhere near completion. This is beyond absurd and no way to do business thinking youll have repeat customers. Never again!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My husband and I have a joint account with the Navy federal credit union. I have had limited access to the account and when I called today to find out why the representative explained that I would need to be a member in order to receive the same access as my husband such as making a digital deposit. She told me that even though I am on the account I am not considered a member and to become one I would have to open a separate account. It is concerning to me that they are trying to force me to open another account that I do not need or want so that I can have the same access as my husband on a joint account. I feel this is a practice they may be using in order to inflate the account numbers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have two CC with Navy FCU the account that I am talking about is the credit card with the line of credit XXXX ( Not the XXXX limit ). After contacting navy federal credit union when noticing that someone that use my card fraudulently they close the account down completely gave me a temporary provisional credit which I was never able to use and then reversed the transactions and put them back on the account causing me to have a balance for items that I did not purchase nor did I receive benefit from. Navy federal credit union failed to send me any fraud of affidavit forms or paperwork or notification advising me that they had reversed the charges I called the automated system spoke with a representative and they were the ones that told me that the dispute was not in my favor. They also retaliated by completely closing the account down permanently when they have a 0 % fraud liability which is utter false advertisement and they need to be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-30
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I have been XXXX XXXX the last six filing dispute on mortgage payments reflecting proper balances on the credit reports.I keep getting the runarounds.The balance shows XXXX and we owe XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2021-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A