Date Received: 2021-03-11
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: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. 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: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On XX/XX/2021 I deposited a check I earned from an employer. On XX/XX/XXXX the check deposit as was available on my account. On XX/XX/2021 that check was not a valid check and my account went negative and I was made aware of this until XX/XX/XXXX I I called the bank to see what was going on and I was told there was a letter in the mail from the security team stating they completed a thorough investigation and if I had any more questions to call Monday. I was also told on XX/XX/XXXX that I could send in any information to support my case. I then immediately sent in texts, a letter and the job site indeed screenshot of where I applied for the job. This brings us to my first complaint. If there was a thorough investigation done why was I the valued customer not included in this thorough investigation? On XX/XX/XXXX myself and my childrens income tax deposited and the check amount was automatically taken out, which was ok I understand they were still holding me accountable. However no one told me my debit card and anything related to my debit card was canceled. So brings me to my second complaint on XX/XX/2021. I spoke to XXXX and XXXX who explained the security team made their decision and I would need to request a escalation case management and would be returned a call 24 to 48 hours. During the hour call with both XXXX and XXXX no one made me aware nor did they insinuate my debit card was not usable. I understand the card belongs to the bank but the money in the account belongs to me and when was I going to be told this? I wasnt. On XX/XX/2021 around XXXX XXXX I had XXXX small children with me and as I went to make a purchase my debit card declined and when I called navy federal I spoke to XXXX who told me my card was canceled due to fraud claim I made. Ok this is fine if protocol when was someone going to tell me? I no gas in my car and had to walk about 3 miles with XXXX XXXX year olds. No one wants to take responsibility for anything and where is the support for the customer? On XX/XX/XXXX, I called and spoke to XXXX and XXXX and was told by XXXX I could not be assisted because I requested a escalation supervisor the day prior. Why was XXXX not privy to this information? XXXX tried her hardest to assist me and all she could say my card was blocked. Banking practices should be consistent when dealing with customers money. Im now closing this account and Im raged at that treatment. I feel powerless and as if I dont matter. Ive banked here almost 2 years have always had my money deposited from my employers. For me if some looked over my case I should have been notified by saying hey there is a fraud claim we dont believe you are a victim. This bank allowed my money to remain in their bank with no one contacting me so I could be aware. I shouldnt have to be made aware once Im attempting to use my card. Someone needs to take responsibility and revise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65101
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Hello, I have had extreme trouble with Navy Federal Credit Union in regards to a ATM fraud dispute. During the month of XXXX I was the victim of fraud, {$400.00} was withdrawn from a ATM using my debit card and personalized 4 digit pin, And {$400.00} was used via XXXX XXXX. As soon as I noticed I contacted Navy Federal immediately in regards to the fraud to make a claim. The first claim made was never processed it wasnt until I drove 1 hour away from my home to get a new debit card where I was notified the claim wasnt processed. I then proceeded to make a new claim at the branch. After driving an hour back home I was then notified my claim wasnt finished being processed ; I then had to finalize my claim for the third time.After all the trouble I went through to even actually file a proper claim. My claim was denied within a day, Never did a investigator nor the fraud department contact me about my claim. I then contacted Navy Federal in regards to there decision.They based there decision on the fact that My pin was used and that my card was somehow back in my possession after being stolen. I ensured them I have no idea who took my card, how this withdrawal or cashapp charge was processed.I consistently begged and pleaded with Navy Federal to properly investigate this claim ; They never properly investigated. Every time I called I received someone rudely from the fraud department telling me how odd my situation sounds and how no one would know their pin to use their card at an atm. I became a suspect in my own fraud claim.In the middle of a pandemic {$800.00} was taken from me and Navy Federal Credit Union failed to hold their agreement on their Zero Liability Policy. No matter what day or time I call I always receive someone rudely from there fraud department with no intentions on helping me in a situation I have no control over.I have even filed a police report with XXXX Pd something the fraud department ensured would overturn my denial and help me receive my credit.Instead Navy federal replied with a series of questioned to be submitted after I have already notified them of all the answers.Today I called the fraud department an another rude representative told me months after my claim that they will not gIve me any credit or help until I help find and prosecute the person who stole from me.I am not a officer of the law and I have done everything that can possibly be done. She ensured me even with an appeal I will most likely never receive a credit, I was blamed for the fraud done on my account.I have given extremely great recommendations and have had afairly good experience with navy federal until this. It upsets me to have to file a complaint but the measures the fraud department has asked me to do is extreme .In the middle of an pandemic I can not afford to lose money nor waste time finding and prosecuting someone.I trusted Navy Federal with my hard earned money and they failed me and labeled me a suspect after I spoke so highly of there company.It truly saddens me. This is a request for help response to my previous complaint in regards to the companys response. The company never reviewed my claim as asked they just provided the same information that was given to me before my complaint to the CFPB. Navy Federal is such a honored bank that I am disappointed that this company responded in such a malicious way to my complaint. Shortly after my complaint was submitted Navy Federal decided that they would restrict my debit card access for three years. I consistently called the company in questioning as to why was this hold was placed on my account, none of the representatives knew of why this hold was placed there ; it was very unusual for them to see such a hold. I spoke with one Representative in the fraud department which told me this was placed on my account in result of my claim for {$800.00}. I have never heard of restricting debit card access because of a claim. I have already traveled to the bank and replaced the debit card the fraud was done on. Not only was I informed I can not use my debit card I was also notified That I couldnt transfer money or Bill pay. After a visit to the branch I was notified that I could not receive nor deposit money into my account because of holds My account was technically closed internally. I have reached out several times as to why these unreasonable restrictions were placed on my account and I still have never received any letter, notification, nor a proper answer as to why. After my initial claim I still had full access to my account including my debit card. It was not until I filed my complaint did I lose all access to my account. What steps were taken in review to my account? What could I possibly do to receive debit card restriction for 3 years? The company has not reached out to me for any additional information so I highly doubt there was ever a proper review to my claim.Still I am being told that because the chip and pin was used that my claim is denied. Does the chip and pin clarify fraud. Pins are able to be compromised it is not impossible. Due to Navy Federals Hold on depositing cash or any forms of payment I am unable to bring the balance from negative in which the fraud done on my account have caused and my account will close if it has not already. Navy Federals response will most likely be now that my account has closed so they can not resolve the problem. This was a unacceptable way to respond to my complaint the unnecessary holds never occurred until I was forced to complain.Also the contact number and extension given on the cfpb has not responded nor answered any phone calls since the information was given. Also I have contacted the number for XXXX XXXX three times a week for two months and have never reviewed a answer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33712
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Company sent out letter to setlle XXXX for XXXX. They said they would stop collection efforts etc. i paid the amount. Yet they are still attempting to volkect by saying that i have a balance of over 3k. I was told once the settlement was collected it would reflect a XXXX balance. They lied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Good evening my name is XXXX XXXX. I see i was given a credit of XXXX $ to receive my {$600.00} stimulus check in XX/XX/2020. I was not told said credit would be removed when i checked my acct today. My checking account is negative {$1000.00}. If i was advised or told by NFCU that this credit to access stimulus payment was temporary I WOULD HAVE NEVER WANTED IT. I DIDNT ASK FOR THIS CREDIT AND NOW ITS BEING TAKEN AWAY! I REPEAT I WASNT TOLD THIS WAS A CREDIT THAT NFCU WOULD TAKE BACK. This is the most unfair thing thats ever happened to me ... I was fine with how my acct was. With my stimulus payment my acct wouldve been negative {$100.00}. I was getting paid following week as well. I looked at my acct and thought the government was helping me out. BUT NOPE THIS WAS JUST TEMPORARY AND I WASNT TOLD IN ANY NOTIFICATION OR AT ALL. IM FURIOUS. I HAVE BILLS TO PAY and NFCU DOES THIS. SOMETHING I DIDNT ASK FOR. I DIDNT WANT THE CREDIT. SHOULDVE LEFT MY ACCOUNT!!!! THE REP I SPOKE WITH DIDNT SEEM TO UNDERSTAND WHAT I WAS SAYING! SHE TOLD ME I WAS RESPONSIBLE. FOR SOMETHING I DIDNT ASK FOR!!! IF YOUR GIVING A CREDIT TO ACCESS A GOV PAYMENT THEN BE TRANSPARENT AND SAY IT HAS TO BE PAID BACK ....!!! I WASNT TOLD THIS. THIS IS THE WORST EXPERIENCE IVE EVER HAD WITH A BANK BY FAR. I didnt ask for a credit to access my stimulus knowing they would take it back. MAKES NO SENSE ... please help me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23505
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: i filed a dispute in regards of the inaccurate items on my credit report it has been well over 30 days and i haven't received any investigation results
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Navy Federal Credit Union issued my wife a credit card under my account in XX/XX/XXXX while I was on XXXX on a XXXX. I did not add her as an authorized user and had no ability to do this as I was disconnected from the outside world. When she used this card for the last time in XX/XX/XXXX I reported it as fraud and they removed that specific charge but they will not acknowledge all of the other charges as fraud. These charges are as follows : XX/XX/XXXX - {$37.00} XX/XX/XXXX - {$350.00} XX/XX/XXXX - {$33.00} XX/XX/XXXX - {$15.00} XX/XX/XXXX - {$12.00} XX/XX/XXXX - {$27.00} XX/XX/XXXX - {$12.00} XX/XX/XXXX - {$45.00} XX/XX/XXXX - {$27.00} XX/XX/XXXX - {$23.00} XX/XX/XXXX - {$39.00} XX/XX/XXXX - {$24.00} XX/XX/XXXX - {$69.00} XX/XX/XXXX - {$75.00} XX/XX/XXXX - {$150.00} XX/XX/XXXX - {$360.00} XX/XX/XXXX - {$41.00} XX/XX/XXXX - {$27.00} XX/XX/XXXX - {$14.00} XX/XX/XXXX - {$35.00} XX/XX/XXXX - {$56.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Your recent claim stating you validated regarding a closed auto loan account # XXXX, which you claim I owe {$10000.00} and a closed credit card account # XXXX which you claim I owe {$10000.00}. Yet again, you have failed to provide me with a copy of any viable evidence, bearing my signature, showing the account is being reported accurately. Be aware that I am making a final goodwill attempt to have you clear up this matter. The listed item is inaccurate and incomplete, and represents a very serious error in your reporting. I have mailed out once again a certified letter tracking # XXXX stating this request. I have also talked to Navy Federal Credit Union agent of this matter and sent police report, affidavit, id, proof of address.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Two claims were sent on my behalf with regard to debt validation for NAVY FEDERAL CREDIT UNION for a balance of XXXX dollars. Each time I did not receive the requested documents to validate the debt in question. I am still receiving phone calls, but have yet to see documentation to validate that there is or ever was a contract between me ( XXXX XXXX XXXX and NAVY FEDERAL CREDIT UNION ), and proof that the debt was not paid with my wet ink signature.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: The first discrepancy as of XX/XX/XXXX, my XXXX and XXXX report that my High Limit is {$17000.00}. My XXXX reports my High Limit as {$13000.00} how can I have two different original owed amounts on a car? The second discrepancy is that XXXX says my account was opened on XX/XX/XXXX, and XXXX and XXXX says my account was opened on XX/XX/XXXX, again how is this possible for two different account open dates. The third discrepancy is that XXXX has no report data for the last two years of my credit report, XXXX has 33 charge offs, and XXXX says that I've made payments on time which is a false statement on their part if that is so they either need to show proof but I know they can't because I never paid anything or they need to delete this account off my report for false verification
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77340
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A