Date Received: 2021-02-26
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 to the incorrect items on my credit report and its been well over 30 days and I havent received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This statement has all the information I can provide without adding personal identifiable information. I do have all of the emails mentioned on file. XX/XX/XXXX I applied for a mortgage loan through Navy Federal Credit Union in the amount of {$300000.00}. Per the preapproval letter I received I was preapproved for {$300000.00}. I later received an email from XXXX XXXX Mortgage Loan Officer | NMLS # XXXX stating she just wanted to reach out and introduce herself as the Loan Officer assigned to my mortgage loan application. She stated that she had reviewed my file and based off of the information that has been provided, I was currently pre-approved contingent upon sufficient funds to close & sufficient assets for reserves. My pre-approval was sent to my online document portal for my use. She went further to state that she would still like to review my mortgage loan application to ensure that she had all of the correct information and answer any questions that I may have. She mentioned that she would be out of the office until XX/XX/XXXX, but her back up would be monitoring her emails. If I was to respond to her email, I would also get an automatic response with her back ups contact information. I did respond to her email so that I would have her point of contacts information which was XXXX XXXX Mortgage Support Assistant | NMLS # XXXX because I did have questions. Nonetheless, with that preapproval, my family and I set out to put an offer on a home. XX/XX/XXXX I received an email from XXXX XXXX Mortgage Processor | NMLS : XXXX, stating she was assigned as the Mortgage Processor on my loan. Her email had a series of questions that I needed to answer and a listing of items I needed to produce. All the requested information was uploaded via XXXX within 24 hours. XX/XX/XXXX Mrs. XXXX sent me an email stating that if I wanted to move forward with purchasing a home she would need to withdraw my application an have another one opened up because if I was choosing to go with a VA loan, she would have to add my spouse to the application but if I wanted to do a conventional loan my spouse did not have to be on the application. This is because per her words " Louisiana, is something called a Community Property State, in which the VA requires a spouse to be on the application as well ''. I asked her what if my husband did not meet their credit score requirement and if she needed to run my credit again, she told me she only needed to run his credit and then advised that my application would be disapproved if he did not have the proper credit score. Moving on, my husband was added to the new application and new preapproval letter was sent to me dated XX/XX/XXXX in the amount of {$270000.00} because we made an offer on a house that cost less than the previous preapproval. Additionally, the closing date assigned was XX/XX/XXXX. XX/XX/XXXX Mrs. XXXX sent me an email asking if my husband had any type of income and how much he paid for child support and that she added him to my file and she gave me his credit score. I responded to her email within a couple hours and let her know that I was standing by for any additional requirements. She later sent an email to verify she had his military retirement pay and XXXX pay correct and at what frequency. I responded to that email as well within the hour. Between XX/XX/XXXX through XX/XX/XXXX I had not received a response from Mrs. XXXX although I had been emailing and calling to verify the status of the loan and to ensure there were no more requirements needed of me. I finally reached out to Mrs. XXXX, who was assisting Mrs. XXXX with her clients while she was on leave, to ask for assistance. Mrs. XXXX advised me to send an email to Mrs. XXXX and cc her supervisor XXXX XXXX to the email. I received an immediate response from Mrs. XXXX after that email. XX/XX/XXXX I received a call and email from XXXX XXXX Mortgage Processor | NMLS : XXXX, introducing herself, outlining the upcoming process and requesting more information to process the loan. Her email included a copy of my XX/XX/XXXX LES, she stated that the LES provided in XX/XX/XXXX needed to be updated. All documentation requested from her was uploaded via XXXX the same day. XX/XX/XXXX I sent an email to Mrs. XXXX requesting confirmation that she did receive the uploaded documents and to also question the target completion date she listed in her initial email as it was listed as XX/XX/XXXX. XX/XX/XXXX Mrs. XXXX responded stating that she would be reviewing the documentation I submitted that day and she would let you know if anything addition is needed. And that the actual target completion date is XX/XX/XXXX. XX/XX/XXXX I received a Navy Federal Credit Union notification that my appraisal was approved. I was not aware that the appraisal had even been scheduled but was grateful that it was approved. I reached out to Mrs. XXXX for more information and to find out what the next steps were. XX/XX/XXXX I received notification that I needed to upload my husbands Retiree Account Statement for proof of his retirement pay, which was an item I had uploaded over a month ago. After months of going back and forth with the Navy Federal Mortgage Team assigned to me ( some who introduced themselves and some I had no idea existed ) XX/XX/XXXX I was informed by XXXX XXXX Title Loan Processor II | NMLS # XXXX, that there was an issue with my loan and approval was in jeopardy. She stated that according to the underwriting dept ( no particular person was named ) the ETS on my LES was listed as XX/XX/XXXX and she asked if there was something I could submit stating that I was on contract longer than XX/XX/XXXX. I told her I have an extension that takes my contract to XX/XX/XXXX. She asked me to send that information and I did that right away along with some other documentation she requested. XXXX XX/XX/XXXX ( 2 days before the closing date ), Mrs. XXXX called to inform me that per the underwriting department my loan could not be approved because there was an oversight and I needed to have a contract that carries me at least 12 months pass the closing date. I reminded her that I have provided since XX/XX/XXXX, all of the information required to include my LES as well as notified both Mrs. XXXX and Mrs. XXXX that I retire after 20 years of service on XX/XX/XXXX during phone calls and that has not one time been an issue. Mrs. XXXX apologized and that she would forward all of this information to a supervisor. Later that afternoon, XXXX XXXX Mortgage Production Supervisor XXXX NMLS # XXXX, called me to discuss the pending issue. I provided all the same information as outlined in this complaint. She too, expressed her apologies, was very empathetic and stated that she would do all she could to assist. She also informed me that I would have a new Loan Officer XXXX XXXX NMLS # XXXX and between the two of them they would attempt to find a solution that would work best for me even if that meant putting me under a different type of loan. She also asked me for information regarding my student loans and items that were listed on my XXXX under allotments that were never questioned. Later that day Mrs. XXXX called me to introduce herself and discuss with me other loan options. She stated that converting me to a conventional loan would be my best option at this point because they would not be required to ensure that I had income coming in pass the closing date as is required with a VA Loan. At the end of the discussion, I was told that I would be moved to a Navy Federal Conventional Loan under their Military Choice option and a waiver request would be submitted to have the interest rate be 2.5 % as I was initially approved for vice 5 % as listed under that particular loan type. Later that day the waiver request was approved and the interest rate was locked at 2.5 %. XXXX XX/XX/XXXX, I reached out to Mrs. XXXX requesting a status of the loan since the closing date was the next day. She responded that, as promised, the appraisal report was converted to conventional and my file was sent back in for final review/clear to close as a conventional loan. XXXX XX/XX/XXXX, I reached out to both Mrs. XXXX and Mrs. XXXX via phone and email for a status of us being cleared to close. Mrs. XXXX responded with unfortunately no official decision had been made yet. She stated that Underwriting would not clear it that afternoon knowing your income is ending in < 2 months from closing. She stated that she had escalated this to senior management and they have escalated it higher and that they were doing everything they can to get an exception approved due to Navy Federal 's initial error and oversight. XXXX XX/XX/XXXX, I reached out to Mrs. XXXX again for a status via email. She responded and stated that, unfortunately they were still waiting on a response. Underwriting had requested a few more items be adjusted and notated for their final review/decision as they could not overlook the fact that the retirement information was already divulged. She also mentioned that a supervisor was resubmitting the file as she typed the message out to me. XXXX XX/XX/XXXX, XXXX XXXX Supervisor Mortgage Loan Ops | NMLS # XXXX, called to tell me that the loan would not be approved. At this time she wanted to discuss with me that it was not just because I was retiring in XXXX ( which was the entire issue up to this point ) but there were other mitigating factors as well. I responded to her that I was not willing to hear any of that because nothing else besides my upcoming retirement date has been an issue nor has anything else been discussed with me. This was a way for Navy Federal Credit Union to cover themselves from this oversight and to give a better reason for disapproving the mortgage loan. She stated that, what she wanted to discuss was not that but she wanted to ensure the real reasons I was being disapproved. At that time I told her that I intended to file a formal complaint against Navy Federal for their oversight and for the fact that this has a negative effect on not only me and my family but also the family who planned to sell their home to us as they have already moved out of the state because of this pending transaction. I also let her know that this has mentally and emotionally drained me as it has added to the stressors I already have. If this the fact that I needed to have additional time on my contract to utilize my VA Loan was discussed with me in XXXX ( when I first submitted my LES ) or XXXX ( when I submitted my LES the second time ) or if during any of my conversations with Mrs. XXXX or Mrs. XXXX, then I would not have had an issue. But to wait two days prior to closing to divulge this information and then attempt to cover up the mistake is such a disservice and injustice to all involved especially from a company that prides themselves on being FOR the military. Lastly, I told her that I felt as if I was being discriminated against as a service member who is about to become a veteran. Navy Federal Credit Union is fully aware that all military retirees will receive monthly retirement pay as well as XXXX compensation. I know they are aware of these factors because Mrs. XXXX, Mrs. XXXX, Mrs. XXXX and others all attempted to utilize a military retirement calculator to determine my retirement pay as well as asked me if I had a claim pending with the VA for XXXX. Those two items were to be used to calculate my income pass the closing date per each of these ladies. I did advise that I could not speak on specific amounts because I am not close enough to retirement to have factual data for either of those pays. I also did tell them that I am actively looking for work but because I am not close enough to retirement, I am not being considered for employment just yet. Mrs. XXXX advised me that I would soon receive a declination letter electronically. She also stated that she would be submitting a request to have all of the funds we paid into this process returned. XXXX XX/XX/XXXX, Mrs. XXXX contacted me via email to let me know that the {$500.00} paid for the appraisal was refunded to my savings account. She also asked if could resubmit all the receipts from the inspections and XXXX deposit. Those items were sent within a few hours. XXXX XX/XX/XXXX, I reached out to Mrs. XXXX via email requesting a status. She responded that the letter still had not been generated and she was still waiting on an answer for the refunds. Later that afternoon, XXXX XXXX called me to introduce himself. He stated that he was XXXX XXXX Manager, she no longer works with Navy Federal, and if I needed assistance with anything to feel free to give him a call on his personal cell phone, which was the number he was calling me from. XXXX XX/XX/XXXX, declination letter was received via email. I am refusing to sign because the items listed for the disapproval are not the reason ( s ) I was truly disapproved. Additionally, I have not received any further communication regarding refunds of the fees paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70056
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for VA Home Loan with Navy Federal Credit Union and was approved. Navy Federal Credit Union used their Realty Plus Program to assign me an agent and they promise to give me a check for {$1400.00} if I used their agent. I drove 10 hours to Florida from Tennessee to meet the assigned agent. He was not interested in helping me find homes. When I visited a new construction model to talk to the onsite agent about buying a home ; the agent at the site refused to show me a home because he said I had to be with my agent to show me a home. I spent at least a {$1000.00} on that wasted trip to Florida. I drove back to TN with no home. My XXXX XXXX issue flared up and I was XXXX for a week because of that 20 plus hour drive and wasted my money. Navy Federal CU Realty Plus program assigned me an agent for Georgia and his name is XXXX XXXX of XXXX XXXX. He asked me to come to Georgia on XX/XX/XXXX. We were snowed in and I told him I will not endanger my life driving in 4 inch snow and ice 400 miles. He emailed me on XX/XX/XXXX asking me when will I come to Georgia. I replied that I will arrive Saturday, XX/XX/XXXX. I drove 8 hours on icy highway for 400 miles. The trip usually takes 5 hours but due to the road conditions ; it took 8. It was dangerous because of many hours of driving on ice. When I arrived I called XXXX XXXX and he refused to meet me to show me homes. I drove around to find myself a home. My XXXX XXXX XXXX was in so much XXXX from the drive. XXXX XXXX texted me later to meet with him at XXXX XXXX XXXXn Sunday, XX/XX/XXXX. Again he was a no show. I called Navy Federal Credit Union loan officers ; XXXX XXXX and XXXX XXXX as well as the Realty Plus coordinator that assigned XXXX XXXX. The coordinator name XXXX XXXX was very nasty with me and she was not concerned at all about the no show of the agent she referred and me being so far away from home and in distress. I told XXXX XXXX if she can get any agent to meet me so I can find a home but she hung up and did not call me back. No one would help me or cared less. I drove to XXXX XXXX Georgia New Construction model and talked on the phone with XXXX XXXX and request that he show up with me to look at homes and bid on a contract. I adamantly informed him that I drove 8 hours in snow and ice with a bad back, in pain to sign a contract for a home. He talked condescending to me and he refuse to show up. I was so tired, in pain and upset by how he mistreated me and talked down to me that I did not go inside the model to talk with anyone. I drove back to XXXX and checked in a hotel. On XX/XX/XXXX I drove to XXXX XXXX XXXX Georgia New Construction model again and talked with XXXX XXXX XXXX builders agent and she showed me a home and I told her I had an agent but he was a no show and fired himself. She asked me his name and she phoned him and told him she will put his name on the contract as my agent. She emailed him the contract and he signed it without talking or meeting with me. XXXX XXXX took a picture of my Driver 's License and Veteran ID card with her personal cell phone. I was shocked when she did this because I did not know she took a picture of my driver license because when I went to the car to get my VA id card I left my license with her. She later told me she took a picture of that too. I did not give her permission to take pictures of my driver license or my Veteran id card. I am very concerned about identity theft especially being a XXXX Veteran and she was made aware by me and by my loan officer that I am a XXXX Veteran. I did not sign the contract yet. XXXX XXXX did not disclose to me anything in the contract. She did not print it out for me. She did not tell me about the fact that the garage will not be painted. She did not tell be that I have to buy garage door openers myself. She did not provide any disclosures. I emailed XXXX XXXX and told her I want to do a home inspection and want a contingency clause for home inspection. She ignores my emails and she also refuse to talk to me on the phone anymore. Again, I am concerned about identity theft because she took a picture of my driver license and Veteran picture and id card with her personal cell phone without my permission. She is not to be trusted. I am so upset about this and hated that I walked into that office. XXXX XXXX still is on the contract and still refuses to talk to me or answer contract questions or represent me. On XX/XX/XXXX I emailed XXXX XXXX with questions about the contract because I did not understand some things in it and I needed clarification on other issues in the contract. He ignored my email. I then called Loan Officer, XXXX XXXX and the Realty Plus Coordinator. Finally, XXXX XXXX called me and I said you signed the contract and therefore you represent me and suppose to work for me. XXXX XXXX replied, " I don't represent you nor work for you, I represent myself '' and he hung up. His name is still on the contract as my agent. I drove back to TN on XX/XX/XXXX with no answer to my questions and apparently no agent. I am so frustrated with how Navy Federal Credit Union, Realty Plus and these agents that they assigned me has mistreated me in the home buying process. They all know I am a XXXX Veteran and a Woman. I feel that I am being treated differently for the above reasons. I feel that I am surrounded by alot of blood thirsty sharks that only want to satisfy their thirst and greed. On today, XX/XX/XXXX XXXX got an email from XXXX XXXX stating that my contract was cancelled. They still have my {$500.00} earnest money. This whole thing feels like an attack by XXXX XXXX, XXXX XXXX and XXXX XXXX. I want something done about this and I hope this does not happen to another Veteran and Woman trying to buy a home for their family and children. Sincerely, XXXX XXXX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened an account via telephone with Navy Federal ( NFCU ) on XX/XX/XXXX. I deposited {$100.00} and distributed the amount between checking and savings accounts. I did not receive a debit card that NFCU claimed was mailed to me. There was fraud on my account with NFCU on or about XX/XX/XXXX. Someone deposited a third party check to my a/c and made several withdrawals. When I noticed I call NFCU and filed a claim. Subsequently, NFCU denied my claim and contended that there was no fraud and that I benefited from the fraudulent transactions. My accounts are now approximately {$1700.00} in the red which NFCU is insisting that I am responsible for. I made none of these transactions, nor did I authorize anyone to make any transactions with my accounts. I have not benefitted in any way from these fraudulent transactions, whether deposits or withdrawals.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77065
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Good morning, I've filed a dispute in regards to the incorrect 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: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Navy Federal Credit Union XXXX account is reporting a late payment for XXXX of 2020 on my credit reports that is violating the law. The Cares Act Section 4021 of the CARES Act amends Section 623 ( a ) ( 1 ) of the FCRA ( 15 U.S.C. 1681s-2 ( a ) ( 1 ) ) states that account affected by Covid-19 should not be reported late while Covid-19 is going on, and the law is retroactive to XX/XX/2020. The reported late payments should be updated to payed as agreed and the late payment removed from the credit reports based on the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77382
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days, and I havent received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
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: CFPB : CFPB OPEN AND INVESTIGATE THIS COMPANIES REFUSAL TO OPEN AND PRODUCE FCRA SECTION 609 ORIGINAL DOCUMENTS WITH MY SIGANTURE AND REMOVE THIS ACCOUNT FROM MY CREDIT REPORT. THIS ALLEGED ACCOUNT IS ALLEGED AND MUST BE PROVED UNDER SECTION 609 OF FCRA.THIS ALLEGED ACCOUNT IS OVER 7 YEARS OLD, YET STILL BEING REPORTED. REMOVE IT IMMEDIATELY FROM MY CREDIT REPORT!! i do not acknowledge this debt and I demand it be removed from my tri-bureau credit report immediately!! this alleged debt is well over 7 years old. I am also a victim TWICE of identity theft from office of personnel management and XXXX THIS COMPANY IS IS REFUSING, UNDER THE LAW TO PROPERLY INVESTIGATE this alleged account UNDER SECTION 609 OF FCRA AND I DISPUTED IT AND THEY REFUSED TO PRODUCE SECTION 609 DATA WITH MY SIGNATURE, THEY WERE SENT, THOUGH THE CFPB,. THIS COMPANY IS VIOLATING THE LAW AND I DEMAND THEY COMPLY AND DO A 609 INVESTIGATION AND REMOVE IT FROM MY CREDIT REPORT IMMEDIATELY!! I am a XXXX person and XXXX XXXX XXXX XXXX and navy federals is discriminating against our nations XXXX XXXXXXXX XXXX and refusal to remove is making me homeless starving and freezing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a 34 year member to Navy Federal Credit Union and I am trying to refinance my current NFCU home loan in California in order to take advantage of the historically low rates. Since XX/XX/2020, NFCU has repeatedly processed the wrong type of loan three times causing me to have to reapply for a fourth time. My credit rating score is XXXX, my home has been appraised at {$420000.00} my current mortgage equals {$230000.00}, I am a retired XXXX XXXX XXXX and current XXXX XXXX XXXX worker with over 10 years of service. Having said all of that, NFCU keeps revising the loan documents and asking me to re-sign or repeatedly asking me for the same documents over and over seemingly in an attempt to delay the loan processing. Since XXXX I have e-sign to close this loan over XXXX times! It is odd and doesnt seem like NFCU is acting in good faith to close this loan. Just today I was notified that I need to pay for another termite inspection because they have taken longer than the VA required 90 days. This is outrageous. I have called and left a message for the supervisor of mortgage processing, but no one has called me back. NFCU has run my credit 4 times knowing full well that each time that its run it negatively impacts my score. Please assist in what should be a simple process. Thank you XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
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 to the incorrect items on my credit report and its been well over 30 days and I havent received any investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A