Date Received: 2021-02-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been a member of Navy Federal Credit Union for over a decade. I have had checking, savings, CDs, vehicle loans, and in XXXX we took out a mortgage with them. In XXXX I applied to refinance our VA Home Loan in XXXX. I submitted all the paperwork which had no " select what product you are applying for '' and it got routed to be refinanced as a non-VA loan, which wouldn't have saved me anything. I found this out when talking to the processor, who then told me I had to re-apply. I did in mid XX/XX/XXXX and since that point, I have not spoken with a single person who is working on my loan. I was assigned a processor shortly after submitting, but she has not responded to multiple phone calls, voicemails, & emails. I did speak with an individual at the XXXX number, but since that person was not working on my loan, they said they would send a message to my processor, and that person would be in contact with me within XXXX business days. Never heard a thing. I received a call from a customer service rep on XX/XX/XXXX asking how it was going, I expressed my frustration and explained the situation. They asked if I wanted to escalate my issue, I said yes. I finally got a phone call from a loan officer the next day. Only problem was, they called my cell while I was at work ( not available to me ), I got a voicemail so I called back and left a voicemail with my work number, and called back the next few days trying to reach her again. Never got another response. Now Mid-XXXX I became frustrated with still no information or a single attempt to speak with me about my application, I took to NFCU 's " secure messaging '' feature of their app. I left a message on XX/XX/XXXX, explaining the lack of information and desire from my side to speak with someone. The app has a notification that you message was sent, please allow the team members 2 business days to respond. I waited, and of course nothing other than a canned message on the XXXX " Thank you for your eMessage, your correspondence has been forwarded to appropriate parties to provide a response. Thank you for being a values Navy Federal member, have a great day ''. On XX/XX/XXXX, I sent another message via the messenger. At this point I will be making my 5th mortgage payment at my old rate, costing me hundreds more in interest. NFCU has a financial gain in neglecting the processing of my application, and is in my opinion using unethical banking practices to pocket a few extra bucks, or at the very least has incompetent individuals working in their mortgage department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have filled a despite with the bank of fraud to include police report they are refusing to do anything and not honor their site of XXXX liability and temp credit right after filing. I have sent them a police report to prove it is fuard as I was saving everything I can for a move. And i realized after the move what has happened. As we had moved due to my husband 's health been crazy. Ill lost my job as well not have internet and won't be able to get my husband his medicine now. On top of that, they have held my paycheck and tax return deposit for 15 days. I have been told by serval people on the phone that it's because the despite I filed was a large amount of XXXX plus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00794
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: i was charged {$87.00} for return check fee. I spoke to a rep at Navy federal about the 1st {$29.00} fee. it was return on XX/XX/XXXX and then the company charge {$29.00} again. The rep stated the she would credit the fee back and never did. Now I have 2 more fees because the bank does not want to take the money from my other bank account. But the computer takes money when i have a bill to pay that belong to the bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-19
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I entered into a consumer credit transaction with Navy Federal Credit Union on XX/XX/2016. A consumer credit transaction is a transaction in which a finance charge is involved. Pursuant to, XXXX XXXX XXXX a finance charge is the sum of all charges in a consumer credit transaction. Because I know the finance charge is the sum of all charges, I was not expecting a bill. I paid a cash deposit which is illegal. In XXXX of 2016 I was notified by Navy Federal Credit Union that payment was due which is a violation of XXXX XXXX XXXX. Pursuant to XXXX XXXX XXXX Navy Federal Credit Union is criminally liable. They are also civilly liable for double the amount of my finance charge pursuant to XXXX XXXX XXXX, and they are liable for each fdcpa violation pursuant to XXXX XXXX XXXX. I am demanding they remove this alleged debt from our consumer reports, remit payments to me for violations and apologize.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29461
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/XXXX, I submitted documentation to Navy Federal to open a trust account. I am a brand new customer. On XX/XX/XXXX, I received a letter from Navy Federal that an additional signature was needed to a form to open the account. The letter referenced an enclosed trust form. There was no enclosed trust form. I called Navy Federal within the posted hours at the bottom of the letter to explain that there was no enclosure but was told I would need to call back the next day because the trust department in fact had shorter hours than those posted in the letter. During this call, I got a voicemail from another Navy Federal member in Washington state that he received my trust documents. He was upset at the disclosure of my personal information to him, which included my banking account number, XXXX, driver license number, date of birth, telephone number, and some details of my trust. He felt bad for me and wanted to let me know what had happened. I shared this with Navy Federal in writing and requested a call back from their legal department, asking for an explanation, so I could get a sense of whether the data breach was more wide than the sending of my confidential paperwork to a stranger in Washington state. I did not get such a call from legal. Rather, XXXX days later, and after I spoke to a customer intake person at the bank 's call center and also went to a branch in person in XXXX the prior day to emphasize my concern on their sloppiness with key private information, I got a call from a customer service person offering little explanation of the mix up, an offer for reimbursement of a limited duration of credit monitoring, which I would have to take the time to secure on my own and then chase them for reimbursement. I requested credit protection for a considerably longer period, preferably a lifetime protection or protection while I am a customer of Navy Federal ( they first offered 12 months, then 18 months, then a maximum of two years ). I need a much more clear explanation of what happened, the chain of custody of my documents, and, frankly, an apology for the lack of care of my personal information. It also would be helpful to know how common this pattern of improper data disclosures is at Navy Federal. It is simply unfair for Navy Federal 's own members to have to ferret out its problems to protect other individual members. I also would like to be furnished with credit protections and ID theft insurance that extend past the typical two year period that ID thieves let run before engaging in ID theft.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: Dear CFPB, I was recently at this specific branch on XX/XX/2020 to follow through with my banking needs. Please I do respect NFCU as a whole I love banking with you and Have always had great service. Please I Am writing to you about this visit on XX/XX/2020. I came in to do some bank transfers and withdraws Keeping in mind that there are Covin 19 restrictions for communication, cleanse, and being apart the readiness was awesome and on point. When it was my turn, I was asked what were my needs to day? I replied with saying that I need a transfer from an estate account to different personal accounts and I would like to do a wire transfer. I was then asked questions about my domestic wire transfer to further assist in transaction and was given direction to teller 6. As I approached the teller, I give him greetings and salutations and he does the same? Next, I proceed in telling him my needs today Id like to transfer money from my fathers estate to my personal checkings, HE then asked the amounts and the specific accounts and asked for my Identification because the amount was large and alI proceed to give to him. He then asked me for the wire transfer informations the name of the business and the address? Right then and there I look at hem oddly because I come all the time to do wire transfers and never not once was I asked from the teller these questions Im all was assisted after my transactions with deposits of money, and then I am all ways helped by another teller, And I then ask him well why are you asking me for this information Im normally helped with somebody else in the branch, He replies with well this is just to make sure that the information for the transfer is correct in the system, mind you that we were in the middle of my transfers from my fathers account he just stop doing them so its really weird to me I didnt like it, it was unethical, Its a lot of money that Im transferring each transaction should be done one a time just like I have always been approached about when doing my business at XXXX XXXX XXXX XXXX XXXX, XXXX va, XXXX. When I was done with teller number 6 Id XXXX I then moved on to work on my actual wire transfer with another teller. To me this seems odd because I have to give my information again to the next teller because the information, I have already given should have been in order all ready just as Teller 6 ID XXXX explained and said to me, again to myself something isnt right I shouldnt have to repeat my self on towards the end if there is something missing or wrong? Proceeding with the transaction and following the covin 19 rules I had to either step outside or go to my vehicle or I can sit in the lobby next door .. I dont drive and its cold so I went next door with no problems it was perfect. I sit an fill the application out in the building, I then come back to the door to submit my application an requirements, Then I am asked to wait not a problem they will call me on my phone when done so I wait patiently. about 15 Minutes later I receive a phone call about my wire transfer that there is something wrong, So I come to the door wait about two minutes, Teller 6 ID XXXX comes out and tells me, Mrs XXXX we have a problem with sending you wire transfer. This is were I ask you the read, Bank manager to pay attention to the language and the alleged details in actions and cause. I asked teller 6 Id XXXX what seems to be the problem, Mrs.XXXX you have and outstanding balance on your account I asked what are you talking about, he went on and said my account went in to the negative 2 weeks prior from another transfer that took place and that I Owed money on an account. I looked at him in shock and said wait a minute go back I specifically asked him about the debts I asked him do I owe a debt he didnt give me a yes or no so I said to him I dont owe any alleged debts and this should not interfere with my transactions at all Again I asked him was this for a charged off account or a closed account he couldnt give me factual informations then he says to me and please pay attention he then quickly said to me if you do not pay we can not proceed with your transaction and we looked at each other he then says to me you should pay from your estate account the funds that are owed if you want this to be done .. I get very quiet .. then he goes on to say if not then if your money sits in the account NFCU will take your money so you should pay. I then asked were is this {$1000.00} negative balance coming from a overdraft or what he says your account went in to the negative. and I said why? He then goes on to say I can take payment from your estate to your checkings account to bring back to a positive balance. Now first off NFCU I have a lot of respectful what you guys are doing to help and make sure that I get the service I need but this transaction had no fairness to XXXX XXXX ( Consumer ). I wasnt even offered the ability to get back in line to talk with the teller or the actual man that was doing my transfer, I said I didnt mind going back in line, I say this because I had to talk and handle this business in front of everybody that was inline and at the door I was outraged by the scarcity. I didnt authorize anything with finding out if I had debt or outstanding accounts, I wasnt even able to find out how my account went in to the negative I was forced in to paying I was scared Your corporation doesnt know that this money was for a down payment for a new home my new living my needs. This transfer was my new life and hope and to be misled in to interpretation you can not treat nobody like this. I have to say this not one time has NFCU when I walk in to a branch an ask for services has it ever been hindered even if Im late paying something never! My privacy has been violated outside of your establishment when I have the fair time and rights to just wait in line and to be served, I have the right to know what specify alleged debts and or allegations are pending towards me because he couldnt give me no information when I asked he basically lied and to show you more to this please reach out to customer service I called stressed out to the corporation about what happened that day how I was treated and what do I owe, what happened to the balance why did it go to negative it doesnt make scene. As I right this to you I state the facts and the truth. About whats going on Please read and be advised. This has no fairness to it, I want to say that I wasnt able to get the home that I needed in time I wasnt to be there that long and these alleged allegations should have not stopped me or anything but it did, The mortgage company didnt allow me to even finish because of this un ethical practice that has happened, I have to wait for 6months for better living I resided in XXXX XXXX XXXX XXXX were chances dont come and they never go My opportunity has been taken from me. I was going to turn my head to this but this hasnt been the first time this year And I will state this, this corporation had taken my economic payment when it was deposited in to my bank account. I didnt authorize you to it was illegal and in violation Again I Had struggled that was money for my living as much as the news and the government had put on pause for late fees and payments to be adjusted you took it and didnt even give it back Check in to my account if you want to it is not fair in the eyes of the law. you cant keep doing this I am trying to stay above water. Please as I further write I am protected by the laws, as I stand as XXXX XXXX, person, consumer and in truth : I state these laws that you have presented to me on XX/XX/2020 at XXXX XXXX I XXXX XXXX The consumer rights have been missed used under the Consumer Financial Protection law and chapters, and or used under this subchapters. Pursuant to the 15 U.S. Code 1692a The bank teller # 6 XXXX and his approach to me regarding these alleged allegations ( 2 ) The term communication means the conveying of information regarding a debt directly or indirectly to any person through any medium. Now at NFCU there are tellers not debt collectors and as it states in the laws governed for me that Pursuant 15 U.S. Code 1692a ( 6 ) The term debt collector means any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. Notwithstanding the exclusion provided by clause ( F ) of the last sentence of this paragraph, the term includes any creditor who, in the process of collecting his own debts, uses any name other than his own which would indicate that a third person is collecting or attempting to collect such debts. For the purpose of section 1692f ( 6 ) of this title, such term also includes any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the enforcement of security interests. The term does not include : ( B ) any person while acting as a debt collector for another person, both of whom are related by common ownership or affiliated by corporate control, if the person acting as a debt collector does so only for persons to whom it is so related or affiliated and if the principal business of such person is not the collection of debts ; Pursuant 15 U.S. Code 1692e False or misleading representations 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 : ( 1 ) The false representation or implication that the debt collector is vouched for, bonded by, or affiliated with the United States or any State, including the use of any badge, uniform, or facsimile thereof. ( 2 ) The false representation of ( A ) the character, amount, or legal status of any debt ; or ( B ) any services rendered or compensation which may be lawfully received by any debt collector for the collection of a debt. ( 4 ) The representation or implication that nonpayment of any debt will result in the arrest or imprisonment of any person or the seizure, garnishment, attachment, or sale of any property or wages of any person unless such action is lawful and the debt collector or creditor intends to take such action. ( 8 ) Communicating or threatening to communicate to any person credit information which is known or which should be known to be false, including the failure to communicate that a disputed debt is disputed. ( 9 ) The use or distribution of any written communication which simulates or is falsely represented to be a document authorized, issued, or approved by any court, official, or agency of the United States or any State, or which creates a false impression as to its source, authorization, or approval. ( 11 ) The failure to disclose in the initial written communication with the consumer and, in addition, if the initial communication with the consumer is oral, in that initial oral communication, that the debt collector is attempting to collect a debt and that any information obtained will be used for that purpose, and the failure to disclose in subsequent communications that the communication is from a debt collector, except that this paragraph shall not apply to a formal pleading made in connection with a legal action. Again I thank for your services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: 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 2 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! ). 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.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22041
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: The credit card was opened without my acknowledgement, it was fraud, I have been trying to let Navy Federal know that I did not open that credit card or have possession of that card, they just keep telling me there is no sufficient proof of fraud. I just don't know what else to do, they said I need to provide written or verbal saying I did not open that card which I have done what they have asked and it still getting denied and are asking me to pay for charges I have no acknowledgement of.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been trying to get my account unlocked with Navy Federal, I took all the steps they asked me to and they are STILL refusing to give me my money. My tax refund is about to get deposited along with my paycheck i am a single mother with a XXXX year old and this is the only money i have they wont give me an update as to whats going on or why I cant get my money. If i cant resolve this soon i will not be able to pay my rent and my child and I will be homeless
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 327XX
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I am currently stationed overseas and I was out with some friends when I misplaced my phone, I ended up finding it later that day and everything seemed fine with my phone. On XX/XX/2020, I noticed that there was a XXXX cash advancement pulled out on my credit card and the following day there was a loan taken out under my account. I myself did not take out this loan or request the cash advancement, so immediately after finding out I went into Navy Federal branch and started a Fraud claim process with them. I got all the help I needed to fill out what was needed and submitted the claim. I was told I would have to wait about 15 business day for the outcome of the claim. As the claim was going through, they removed the loan and reversed the XXXX cash advancement. As the 15 days came closer I realized that the loan and the XXXX was posted on my account again. So I took it upon myself to call Navy Federal and ask what the outcome of the claim was and the lady I spoke with said that my claim was denied. She informed me that I could do an appeal on the claim and sent me the form that I needed to fill out for the appeal. I was heading back home to the states for the holidays at this time, so when I got back to the states I went into a branch and got help with the appeal. The clerk helped me fill out the form and I submitted the appeal along with screenshots of the activity that was happening with my accounts. Whoever applied for this loan and requested the cash advancement, also hacked into my cash app, XXXX XXXX and XXXX. They used those three applications to transfer the funds to other accounts. The names on those accounts I have never associated with before. I am appalled by the lack of security by Navy Federal, the loan should have never been approved because first there is no hand signature. Anyone can fake a digital signature, and two it should have been an in person process not an online process. I don't believe that Navy Federal did a thorough investigation of the activity. I would like to see all documentation and validation supporting this investigation on my account, in order to validate that my information was not compromised by staff or employees of this financial institute or any affiliated financial institute connected to these transactions. In the images attached, as you can see those names and phone numbers can be linked to someone. I don't know who those people are and have never sent money to them ever.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90605
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A