Date Received: 2021-02-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I lost the card, and someone used the card to make unauthorized transactions. I have never received any merchandise from the card being stolen. I didnt authorize any of the transactions provided on the card. I have no knowledge of who could have found the lost card and used it. The card was not in my possession at the time of the unauthorized transactions. I have never allowed anyone access to use my card. I believe that my fraud claim should be honored due to me having no knowledge of who had the card. I couldnt have used the card myself XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I havent been able to leave my house due to being put on a 2 week quarantine XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Due to me being isolated, I had even had to miss XXXX/work due XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I should not be held responsible to the unauthorized transactions due to the fact that I had nothing to do with the unauthorized charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29201
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am still having the same problems that I have reported before. NFCU is taking funds out of my account at will without permission. These funds are state-issued funds for the care of my children and only one of the two sources we have and have had for years. these sources are My SSI and Child support. the only thing we are/have been serving on, which is not very much. To date, they have taken {$740.00} out so far, the latest amount being {$90.00} today that is pending. this is the third complaint this year so far.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48161
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a checking account with Navy Federal Credit Union. My account comes with a Debit card linked to my account. I have my card linked to my cashapp account. After which, i do not need my physical card to use cashapp. I was on the NFCU mobile app when i saw some cashapp charges that didn't look familiar. I immediately blocked my card and disputed the charges online. When i did that, there was a pending cashapp charge for {$2500.00} i was unable to add, and i had to call in to add to my claim ; which i did, and the Agent who spoke to me said the account will be monitored for 5 days. NFCU denied my claimed, saying there was no evidence of fraudulent activity. Meanwhile, my card was linked to 3 XXXX accounts and never flagged by my bank. No suspicious or warning alert when these charges were been debited from my account. I contacted the Merchant of the transactions, XXXXXXXX XXXX support claimed my card was linked to 3 different XXXX accounts. I only have one, and linked my card to my XXXX. Every XXXX account holders identity is verified, including mine ... so tracing how or who made the transfers shouldn't be hard. These charges happened even while i still had my card in my possession, and all the unauthorized transactions were all cashapp charges that do not require physical card once linked. The charges were supposed to have been flagged by my bank, said XXXX support. NFCU never sent me any alert or suspicious call ; you guys allowed the fraud to happen! I have written to NFCU to reinvestigate my claim. They never investigated it in the first place ; because if they did, they would have found that the names attached to the XXXX transactions are not mine. Every XXXX transaction has a name attached to it, and that's not me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94597
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started my mortgage refinance application on XX/XX/XXXX. At the time, I was working with Ms. XXXX XXXX. We had multiple email correspondence after which we had a phone conversation to determine elements of the loan. One of those elements was the waiver of the XXXX XXXX higher rate as the original loan was serviced outside of Navy Federal Credit Union. On XX/XX/XXXX, my loan application was forwarded to XXXX XXXX. We exchanged multiple emails regarding the loan and other additional elements that were required to support the loan. An appraisal of the home was done in early XXXX and Ms. XXXX let me know what it was. On XX/XX/XXXX, I sent an email to Ms. XXXX with questions about how my new appraised rate of XXXX would change the terms of the loan ( my previously estimated rate of the home was XXXX XXXX. Her response at the time was the there would be no change in the rate as the LTV would remain under XXXX XXXX I did not hear much from Ms. XXXX in XXXX so I presumed she was still working on the loan. On XX/XX/XXXX, I received a new loan estimate from Ms. XXXX with a new rate of XXXX XXXX. Rate throughout XXXX and XXXX had been locked at XXXX XXXX with a XXXX XXXX origination fee. On XX/XX/XXXX, I called Navy Federal to get clarification on why the loan terms suddenly changed and I spoke with XXXX ( Ms. XXXX was out of the office at the time ). XXXX let me know that someone would be reaching out to me to discuss the change in loan terms. On XX/XX/XXXX, Ms. XXXX sent me an email stating that the rate changed because the LTV had gone over XXXX XXXX ( contradicting what she had said on XX/XX/XXXX as noted above ). I asked to have my loan escalated to a supervisor given that I was receiving alot of contradictory information from Ms. XXXX. On XX/XX/XXXX, I spoke with Ms. XXXX XXXX who is Ms. XXXX 's supervisor. I detailed what had transpired with my loan since the start and she asked for supporting information which I sent to her via email on XX/XX/XXXX. On that email, I also requested to file a grievance on my loan application process and asked for a re-reviewed and if need be, escalation of my loan for further review. On XX/XX/XXXX, I received an email from Ms. XXXX indicating that the 0.75 % rate increase had been waived and she had sent a new loan estimate. However, she had once again changed the terms of the estimate and now she was sending me an estimate for a loan amount of XXXX XXXX original loan amount was XXXX XXXX. Due to a busy work schedule, I had not had time to look at the new loan estimate. On XX/XX/XXXX, I received an email from Ms. XXXX worded as quoted, " Please respond by XX/XX/XXXX at XXXX CST in order to move forward. If I do not hear from you I will send the application for decision as is. '' I responded back to the email with a copy to Ms. XXXX requesting for Ms. XXXX to be removed as my loan processor. I received a call from Ms. XXXX on the same day while at work and I indicated that I felt that the email that had been sent my Ms. XXXX was rude. I also indicated that I did not understand why the loan terms changed again. Ms. XXXX noted that she would have Ms. XXXX resend a revised loan estimate with the terms agreed upon. On XX/XX/XXXX, I received another loan estimate from Ms. XXXX. Once again, the loan terms had changed. Now the origination fee had been increased from XXXX XXXX to XXXX XXXX. On XX/XX/XXXX, I sent an email to Ms. XXXX asking why this had changed. She responded noting, " The origination fee is subject to change when the loan amount changes, value changes, etc. '' I asked for clarification regarding what had changed on the loan between XX/XX/XXXX and XX/XX/XXXX but did not receive a response from Ms. XXXX. Instead, I received an email from Ms. XXXX noting, " XXXX sent another Loan Estimate to you just a few minutes ago with the XXXX loan amount and a rate with a XXXX origination fee. '' and a deadline to have a decision made within XXXX hours of that estimate being sent. When I got home from work to review the new loan estimate, once again rate had changed to XXXX XXXX. In review of my file, it had already been sent to underwriting without my consent. I feel that since the beginning of XXXX, there have been too many changes to the rates despite the loan having a locked rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75043
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am XXXX XXXX and my account is being frozen because the navy federal said my voice sounds like I am not XXXX. There is no issue with my account. No one is accessing it without my permission. They froze my account and didn't make it available to me because they are saying that the voice doesn't sound like a XXXX year old. That is a matter of opinion and i have sent in the required documents and have waited for almost a month. During covid the closest branch to me is the XXXX, Ohio one and I haven't been able to get to it because it is not operating during the covid 19 season they are making it complicated for me to not pay my Bill 's. I need to access my account and need my funds and to use my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43211
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a human being, I am a Woman, I am an XXXX American, I am a XXXX Veteran. I applied for a VA Home Loan and was approved with navy federal credit union in XX/XX/XXXX. XXXX XXXX is the loan processor. She failed to keep me inform of my home loan status or return phone calls and emails. When we talked over the phone on XX/XX/XXXX at XXXX She told me that I talk like I am an animal. She stated that she is XXXX XXXX so she can not be XXXX. She dehumanized me to justify her mistreatment and devaluing of me. She did not give me info on my loan and told me her boss XXXX XXXX the guy that hung up in my face in XX/XX/XXXX knew about me. I got sick to stomach and my family was upset about how XXXX talked down to me and her XXXX speech and attitude towards me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: 4 Months after start of Mortgage Refinance application, still in process and my perception is that the ongoing waiting and no firm closing is unfair lending practice because the requested Refi and the Mortgage Loans to be paying off are with same Mortgage Lender and while waiting for refi closing, the loans that remained un-refinanced is on me paying higher mortgage costs and the Mortgage Lender continue to collect higher interest income. Ongoing Refi processing and documents posting to a secure web portal is summarized below. Mortgage Refinance Application started on XX/XX/XXXX ; Application Package and disclosures documents posted XX/XX/XXXX ; Conditionally Approved XX/XX/XXXX ; Loan Estimates document accepted XX/XX/XXXX Valuation of Property accepted XX/XX/XXXX Phone conversation with Processor about mentioned escrow/title services will take up to 3 weeks ; Mortgage Interest float lock at 2.75 % on XX/XX/XXXX ; E-mail from Escrow Company received on XX/XX/XXXX ; Escrow Officer E-mail requested confirmation that Title to the property remains under Living Trust per the XX/XX/XXXX. Re-locked at 2.5 % interest rate via GSE document on XX/XX/XXXX. XXXX ; As of XX/XX/XXXX Escrow services / title services results not visible to borrower not in web portal ; My request for Refi closing without further delay sent via Secured messaging sent on XX/XX/XXXX ; Complaint sent to my XXXX XXXX on XX/XX/XXXX ; XXXX XXXX that my credit union appreciate patience while my credit union continue to work on loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have had navy federal for 5 years maybe longer they still have my account open but I cant do nothing because uI deposit a check that someone purchase an item from me and it was fraudulent I had no intention the check was fraud so they have my account on block snd I cant even open another account because Im in XXXX XXXX I dont owe any money I didnt recieve any money off check I just deposit it so Im not understanding why would I be ban I need answer and question I think the lady at branch was judging me because Im XXXX.I need help I would like to continue to bank with navy federal I didnt know I was being fraud we cant people trying to fraud us I wish I could have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have attempted to reach NFCU on numerous occasions regarding this debt that I allegedly owe. I do not recall ever having a credit card with this company. NFCU is also illegally reporting inaccurate information. This account has been closed and charged-off for years and is still reporting monthly late payments. Which itself is grounds for it's immediate removal from my credit profiles. If this account is not removed I will be handing this over to my attorneys and seeking any and all remuneration under the law as this entry on my credit report is unlawful and has damaged my credit rating.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2021 I sent letter to navy federal asking them to dispute these negative late payments from my report because it was unfair and abusive to my general reputation as the consumer and at the time I have been going through hardship. They responded and said they are only allowed to report accurate information. But, that's not true they lied to me! because as a educated consumer I have read the laws of the FCRA and the FDCPA and it states in 15 USC 1692D 1 ( 1 ) A debt collector may not engage in any conduct the natural consequence of which is to harass, oppress, or abuse any person in connection with collection of a debt. without limiting the general application of the foregoing, the following conduct is a violation of this selection : 1 the use OR threat of use of violence OR other criminal means to harm the physical person, REPUTATION or property of any person. I have explain to the debt collector that my consumers reports is my general reputation and that The FCRA ALSO STATES 15 USC 1681 The banking system is dependent upon FAIR and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and UNFAIR credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. 2 ) An elaborate mechanism has been developed for investigating and evaluating the credit worthiness, credit standing, credit capacity, character, and general reputation of consumers. My consumers reports have been indeed unfair to my reputation as a consumer I have a right to privacy and I have explain this to the 3 major credit bureaus and navy federal in the mail and over the phone numerous times. I hope cfpb is able to help me with this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32218
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A