Date Received: 2021-02-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or about XXXX XX/XX/XXXX I logged into my Navy Federal XXXX XXXX Checking account and I noticed 12 fraudulent charges totaling {$450.00} dating back to XXXX XX/XX/XXXX. I submitted a fraud claim and it was handled by NFCU within days. I failed to notice that there was a time gap that fraudulent activity temporarily paused between the dates of XXXX XX/XX/XXXX thru XXXX XX/XX/XXXX, resulting in me believing that I had accounted for of the fraud. The fraud had been continuing for some time. Prior to XXXX XX/XX/XXXX there was significant fraud that occurred. A total of 40 fraudulent charges totaling {$2400.00}. On or about XXXX XX/XX/XXXX I submitted a second fraud claim to cover the remainder of the money stolen from me ( {$1900.00} XXXX. A couple weeks later I was informed by a man named XXXX in NFCU fraud department that my claim was denied. After covering the fraudulent activity with him in detail, pointing out the purchases for a spoof card to duplicate my debit card. As well as the purchase locations were in California, where as I reside in Oklahoma. He said I could resubmit a claim for appeal. The next day I went to the NFCU branch in XXXX XXXX, OK and filed an appeal to the denial. NFCU continues to deny any responsibility for the money stolen and will not refund my money. Today, XX/XX/XXXX, I learned that my appeal was denied and I was told I could submit another appeal. The majority of the money stolen was through a company called XXXX XXXX XXXX '. It operates as a ride share service on the west coast. There were a total of 18 transactions spanning a time period from XXXX XX/XX/XXXX - XXXX XX/XX/XXXX totaling an amount of {$1800.00}. Some transactions were for large amounts and were repeated on the same day. I would think that repeated transactions that happened over 1600 miles away from where I live would trigger some sort of automated response. The charges are clearly fraudulent. They do not match my spending habits nor do they happen in my geographical area. There is even a purchase for a spoof card to duplicate my debit card. NFCU claims that they need " more evidence. '' I don't understand what evidence is needed when they see the transactions for activity to purchase a spoof debit card and then have multiple transactions from a state I do not reside in. It does not make me feel safe to have money and assets in a bank that is so easily broken into and stolen from.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73107
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was a domestic violence victim and my card had been stolen and used numerous times. I reported this to the bank and they punished me by not allowing me to use my debit card. I can receive deposits but it's almost impossible to make withdrawals without an atm card. I believe that I have been racially profiled. I did not receive a restriction on my account until I told the fraud department my ethnicity. The bank is making it almost impossible to keep my balance from going negative. I provided all that Navy Federal asked for and my account was still restricted. This bank has been investigated and has had to pay out a class action suit regarding overcharging customers. I believe I have been targeted and I feel like I'm being abused and victimized all over again. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: I believe Fact, Affiant is aware and has proof in attachment labeled as exhibit A that NAVY FEDERAL CREDIT UNION violated 15 usc 1692 ( a ) There is abundant evidence of the use of abusive, deceptive, and unfair debt collection practices by many debt collectors. Abusive debt collection practices contribute to the number ofpersonaI bankruptcies, to marital instability, to the loss of jobs, and to invasions of individuaI privacy. I have been abused by NAVY FEDERAL CRED IT UNION by their debt collection practices & also they invaded my right to privacy has been invaded. I believe Fact, Affiant is aware and has proof in attachment labeled as exhibit C that NAVY FEDERAL CREDIT UNION use my credit card 15 use l 602 ( i ) The adjective " consumer '', used with reference to a credit transaction, characterizes the transaction as one in which the party to whom credit is offered or extended is a natural person, and the money, property, or services which are the subject of the transaction are primarily for personal, family, or household purposes. I entered into a consumer credit transaction with NAVY FEDE RA L CREDIT UNION on XX/XX/2020. I believe Fact, Affiant is aware and has proof in attachment labeled as exhibit C that NAVY FEDERAL CREDIT UNION violated 15 use I 602 ( p ) The term " unauthorized use, '' as used in section 1643 of this title, means a use of a credit card by a person other than the cardholder who does not have actual, imp li ed, or apparent authority for such use and from which the cardholder receives no benefit. I did authorize the use of my card but, I am not benefitting from the consumer credit transaction because NAVY FEDERAL CREDIT UNION attempting to collect on an alleged debt not owed by the cardholder, consumer, original creditor and natural person. I believe Fact, Affiant is aware and has proof in attachment labeled as exhibit B pursuant to 15 use 1611 ( 1 ) gives false or inaccurate information or fail s to provide information which he is requ ired to disclose under the provisions of this subchapter, or any regulation issued thereunder, NA VY FEDERAL CREDIT UNION has willfully and knowing used my credit card without me benefitting and continues to do so after receiving 1st affidavit around XX/XX/2020. Fact, Affiant is aware and ha s proof in attachment labeled as exhibit A & B that NAVY FEDEAL CREDIT UNION violated 15 use 1692b ( 5 ) not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt ; and. Logos and language used throughout the content sent to me. This is my 2nd affidavit of truth that has been served to Navy Federal Credit Union. I never received a reply back besides a note on my account stating " Your account information is being provided for informational purposes only. Providing you this information is not an attempt to collect a debt ''. That is very deceiving when their is a balance and being reported to credit reporting agencies. When pursuant to 15 USC 1692b ( 2 ) not state that such consumer owes any debt ; NAVY FEDERA.L CREDIT UNION stated and invoice me stating I owe a debt after using my credit card also reports it to credit reporting agencies shown in exhibit C.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX 2020, There was 3 large fraudulent wire to wire transfers done without my permission. In the amount of XXXX and XXXX and XXXX from 3 people I have no knowledge of knowing. I never met these people and never authorized these transactions. I closed out my old account and set up a new account. I submitted a fraud claim it was denied. I appealed twice and it was denied by Navy Federal Credit Union. I submitted a police report on XXXX XXXX 2020. The detective filed a subpoena with the credit Union. The issue is still not resolved. Ive also filed a XXXX report. Ive attached a copy of the 3 unauthorized wire transfers
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello I'm currently assisting my elderly parents on a home re-finance. This has been through Navy Federal Credit Union. The process started on XX/XX/2020. It has still not closed. I have provided all necessary documents within 24 hours ( without delay on my end ) of me being asked for any documentation. At the inception of the loan process Navy Federal advised that they were having delays because of the volume taking place. I can understand that. However I have had very little communication with my loan processor. I have emailed, called and left voicemails. When I had 1 response to call me as I had additional questions it was again followed by no more responses. Personally this has been one of the most unprofessional financial transactions I have ever dealt with. I finally did get some traction however. On XX/XX/XXXX after responding to a survey from Navy Fed if I was still interested in the mortgage I had a response from a REL Resolution Specialist. This person appears to be getting everything back on track and is responding within 3-6 hours of my emails. After this help it seems like the loan processor created a new application in error then sent a corrected one. It's now been quiet again and I'm still waiting. I wanted extra insurance and signed a rate lock because I'm not confident Navy Fed can deliver this loan in a timely manner. Navy Fed also has a large amount of older Veterans that they work for and I think it's a shame that they allow this level of service to occur. While I may not have all proof of incoming calls. I have kept all my email correspondence with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80921
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
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: We had two vehicles with Navy Federal. My ex and I began going through a divorce, which directly stated the separation of our vehicles. I was advised on several calls, even with sending in a copy of the divorce decree that I could sell my vehicle and they would pay what is was worth. I was advised on multiple occasions, even 3-waying my ex to state the terms that once the vehicle was sold and paid off by Navy Federal the remainder of the loan would NOT report any longer to my credit and that I could pay the balance about {$5000.00} for transfer fees and cancelling a loan by calling or going into a location because it became a loan without collateral. My ex agreed after about 6 phone calls with reps and supervisors stating the same thing and we sold the vehicle back to the dealership we purchased it from. This is the ONLY reason he agreed and signed. We told Navy Federal up front we would allow it to get repossessed to separate it and let it fall off because we no longer would have the car to continue making car payments on and they gave us this option. They did the exact opposite, lying over months to us about what would happen once we gave it back. We no longer have the vehicle and a new loan hit our credit saying a loan with no collateral and the balance is {$26000.00}. I am now a single mom of three with no vehicle and they are telling us when we called to see what happened that I still had to make the monthly payments ( the same as when I had the car ) until the loan is paid off. He immediately asked them to give me the care back and they refused saying they already paid the dealership. My heart is broken and now I have two car payments one for a vehicle that no longer exists and then for my ex because they did not take me off of his car once I sold mine. It turned into he has to refinance and qualify on his own and we asked that specifically before all of this mess. Now I am out of a vehicle and can not qualify for another due to credit and all the late payments they hit me with during this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98499
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This complaint is regarding navy federal credit union. Im proceeding with this complaint because theyre having serious calculation issues. My deposit amount dose not match my expenditures and the total amount of my deposit is incorrect. My account is saying I have a negative balance when after calculating my expenditure, it shows a difference of almost {$300.00}. The nearly {$300.00} is money that is being held from me for reasons unheard of. The company also has an appalling hold message that should be considered as harassment as well as terrible customer service ; also harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-07
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: Summary : I purchased an item which I chose to return due to poor quality. Now being told they did not receive even though I have XXXX signature confirmation. XXXX denied missing package claim. Bank denied transaction dispute. XXXX case closed, unresolved due to business not responding. Details : On XX/XX/XXXX I placed and order for 9 items from XXXX. My complaint is regarding the " XXXX XXXX XXXX > XXXX XXXX ''. The price of the item at the time was {$690.00} plus an additional {$95.00} shipping charge. My first issue is that I did not receive the XXXX XXXX XXXX, '' only the XXXX XXXX which was nearly {$200.00} price difference at the time of order. After speaking with support I was told they would send me the XXXX XXXX accessories as soon as possible. On XX/XX/XXXX, I still had not received the XXXX XXXX and had contacted support again requesting they hold off on sending as I had decided I was not satisfied with the quality of the sling for a number of reason and requested to return it for a refund. On XX/XX/XXXX, I received a response for a customer service rep, XXXX XXXX, telling me I could return it for a full refund to my original payment method but that I would be responsible for the cost of return shipping. On XX/XX/XXXX I emailed to confirm they were aware the return shipment would not include the pro kit as i had still not been sent it and wanted to make sure there wouldn't be an issue with the refund. Customer service rep, XXXX XXXX, confirmed they understand I had not been send the XXXX XXXX and stated " A full refund for the merchandise will be issued back to you once the return is received. '' I had shipped the item to the address they directed me to send it to on XXXX via XXXX which cost {$55.00} including the extra fee I paid for a direct signature. ( Tracking # XXXX XXXX. The item was marked as delivered on XX/XX/XXXX @ XXXX and signed for by " XXXX XXXX XXXX '' After almost a week without hearing anything regarding the return and my order status still unchanged on my account, I decided to reach out for and ETA on when it would be processed. On XX/XX/XXXX, I received a response from " XXXX. XXXX '' stating that they had not received the package and do not have anybody working at their facilities by the name XXXX XXXX. They directed me to reach out to XXXX to find out where the package was delivered. After looking deeper into it, I discovered that it makes perfect sense that someone who does not work for the company signed for the package because their return address is a box at the XXXX XXXX which I had brought my knowledge of that to their attention in an email on XX/XX/XXXX asking if they had even asked at the XXXX XXXX is the package had been received, to which I received no response. I had followed their suggestion and filed a missing package claim with FedEx on XX/XX/XXXX ( Case # XXXX. ) On XX/XX/XXXX, the claim status had been updated to DENIED with " Liabilities Not Assumed Shipment '' as the reason given. I have not received a single response from anybody at XXXX XXXX since I brought to their attention my knowledge of their return address being a box at the UPS Store which would make perfect sense that the signer for the package did not work in their facilities. On XX/XX/XXXX, I filed a dispute for the credit card transaction with Navy Federal Credit Union. On XX/XX/XXXX, I sent NFCU a message I their secure messaging portal requesting an update on the dispute. On XX/XX/XXXX, NFCU responded " Unfortunately, we are unable to assist you with your dispute for {$790.00}. The dispute was received outside the timeframe allowed to pursue credit XXXX s ). We are sympathetic to your situation and can only suggest that you continue your efforts to resolve this matter directly with the merchant and/or seek legal assistance or notify your local XXXX XXXX XXXX '' I had already filed a complaint with the XXXX on XX/XX/XXXX which according to the case activity was received on XX/XX/XXXX and reviewed on XX/XX/XXXX. The rest of the case activity is as follows : XX/XX/XXXX - Notify Business of dispute XX/XX/XXXX - No response to first notice to business. Asked if I had heard from the company to which I responded, No. XX/XX/XXXX - Reminder of dispute to business XX/XX/XXXX - Informed me they had not received a response from the business and closed the case with the remark UNANSWERED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2021-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, my name is XXXX XXXX. On XX/XX/XXXX, I deposited {$25.00} into my Navy Federal DEBIT account. When I woke up on XX/XX/XXXX, my deposit of {$25.00} was completely gone. I immediately called Navy Federal ( at XXXX XXXX XXXX and XXXX picked up my call. I explained to him that I deposited {$25.00} in my account last night and when I woke up it was gone. XXXX rudely said to me " Since you are delinquent on your credit card we went into your debit account and pulled out the money for your payment since you never responded to us. '' This is a BIG LIE. Navy Federal watched my account and waited until money was in there to make an UNAUTHORIZED payment towards an alleged debt. I have literally been going back and forth and disputing with Navy Federal since XX/XX/XXXX. I disputed the validity of this alleged debt and still have no outcomes. On my Navy Federal app it literally says : " NOTICE : Your account information is being provided for informational purposes only. Providing you this information is NOT an attempt to collect a debt. '' What was done to me was not only illegal but also unethical and was a result of unfair and deceitful practices. How can you take my money out of my account because I allegedly owed money on a completely SEPARATE account? I am beyond livid ; this is deceitful practices and behaviors. Navy Federal has been deceitful and is now trying to tell me that in my contract I signed off on Navy Federal taking my money from my debit account to feed my " delinquent '' credit card account. I need help on this one of MANY problems from Navy Federal. Navy Federal is injuring my Consumer Rights and I will NOT allow this. I need relief. Under the FDCPA I am a federally protected Consumer. At one point I loved Navy Federal until I saw that they were Frauds. 15 USC 1601 ( l ) The term credit card means any card, plate, coupon book or other credit device existing for the purpose of obtaining money, property, labor, or services on credit. 15 USC1692 ( a ) Abusive practices There is abundant evidence of the use of abusive, deceptive, and unfair debt collection practices by many debt collectors. Abusive debt collection practices contribute to the number of personal bankruptcies, to marital instability, to the loss of jobs, and to invasions of individual privacy. 15 USC 1692 ( f ) Unfair practices
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: XXXX continue to racially profile my account with frivolous degrading information about accounts that does not exist and this Bureau keep using these fraudulent expired false document to deprive me of my Rights to a fair and acceptable report. There was false reports from XXXX XXXX and yet XXXX penalized me and even when it was brought to their attention they continued to degrade my character and degrade my score. The same with Navy Federal with false information being revealed. This is gross RACIAL PROFILING and needs to be investigated by the Federal Bureau Investigation. I am a XXXX XXXX veteran XXXX and these racial tactics I will not accept. If needed then let the Higher Federal Courts resolve this matter if we can't come to a reasonable and fair solution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A