Date Received: 2021-01-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Sometime in XX/XX/XXXX, I noticed that {$7500.00} had been added to my checking account at Navy Federal Credit Union. I wasn't sure about how those funds were added because the regular deposits I have sent to my savings account plus COVIN money was approximately that amount. Then I discovered that the {$7500.00} was sent to my checking account from my Credit Card account. Then I discovered that my checking account was charged {$32.00} for interest on the {$7500.00} loan. I never applied for a loan. I did not want a loan because I did not need a loan. I had several telephone calls with NFCU all with unsatisfactory results. I requested NFCU to cancel my Credit Card account. I then destroyed my NFCU credit card. They ignored my cancel request and sent me a new credit card. I destroyed the new card without ever using it and made another request to cancel my credit card. My request to close my credit card account was finally honored and the {$7500.00} and {$32.00} interest transactions were reversed. At present my savings account and my checking account are frozen. This occurred some time in the beginning of XX/XX/XXXX. I use my NFCU checking account to pay bills online and my saving account receives funds from several income I receive monthly. NFCU claims my accounts have been frozen to protect my funds, but now I am facing late payment charges from my creditors and a lessening of my credit rating. I need to have my accounts unfrozen so that I can close all my NFCU accounts and transfer my funds to a different bank. Yesterday, XX/XX/XXXX I received a letter from NFCU that didn't make any sense at all. I will attach it to this complaint.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a XXXX year old, XXXXAmerican male with a XXXX credit score, full-time employment, and a home that I have lived in and paid a mortgage for over 15 years. My LTV is approximately 60 % - excellent from an underwriting standpoint. I was referred to Navy Federal Credit Union ( NFCU ) for refinancing because of their low rates and reported good customer service. I applied and was approved to refinance my current 30 year fixed mortgage into a 15 year fixed. I learned that NFCU had a loan match program where they would provide a comparable rate from another lender. I was offered a 2.25 % /0 % Discount Points/0.25 Origination fee loan on XX/XX/XXXX by XXXX XXXX XXXX Mortgage Refinance Originator - see Exhibit 1. I was then assigned to XXXX XXXX, Mortgage Processor|NMLS : XXXX, to close my refinancing. I had questions almost immediately because my loan was classified as a jumbo, but my county ( XXXX County in Virginia XXXX has homes with high appraised values. I emailed Ms. XXXX on XX/XX/XXXX in regards to this concern. She promised to call me on Friday XX/XX/XXXX, but I did not hear from her. I followed up with her on XXXX, XX/XX/XXXX, and XX/XX/XXXX to no avail - see Exhibit 2. This would become a pattern for my interactions with Ms. XXXX. She would go weeks without responding to emails or telephone calls. On XX/XX/XXXX, I emailed XXXX XXXX and told her that I had questions and could not reach Ms. XXXX - see Exhibit 4. Ms. XXXX responded that she forwarded my request to Ms. XXXX and " reached out to her directly requesting that she contact [ me ] ''. I still did not receive a response from Ms. XXXX and on XX/XX/XXXX, I emailed Ms. XXXX requesting a manager that " I can call '' - Exhibit 4, page 3. I emailed MsXXXX XXXX one last time on XX/XX/XXXX - Exhibit 4, page 4, stating that I would seek out another lender if I wasn't contacted that day. Ms. XXXX never responded. On XX/XX/XXXX, I emailed XXXX XXXX - see Exhibit # 3 about my inability to " get into contact with XXXX XXXX '' and I also stated that I had some questions about my refinancing. I told her that I was disappointed with NFCU and would seek another lender if no one from NFCU gets into contact with me " in the next 24 hours ''. I had previously left phone messages for Ms. XXXX, Ms. XXXX, and MsXXXX XXXX. At some point, Ms. XXXX contacted me and stated that my loan was an " easy '' one as I had stellar credit, dependable employment, and a low LTV. We discussed loan structures as well. After thinking about my loan, I wanted to find out if I could get a lower rate without changing the cost structure of my loan. I emailed MsXXXX XXXX on XX/XX/XXXX, requesting this information - see Exhibit 5. I spoke with her about this and decided that I would buy down my loan so that it would no longer be a jumbo and I would get a rate of 1.875 %. I specifically stated that I wanted to keep the same cost structure as my original offer from Ms. XXXX i.e. 0 % Discount Points and XXXX origination fee. I agreed to the lower rate. On XXXX, XXXX, XXXX, I emailed Ms. XXXX - see Exhibit 6, noting that the Federal Housing Finance Agency had increased the conforming loan limit to {$540000.00} in XXXX. I also requested written confirmation that I could receive the 1.875 % rate beginning XX/XX/XXXX without paying the extra closing costs. Ms. XXXX did not respond. I emailed her again on XX/XX/XXXX - see Exhibit 6, page 2 and again on XX/XX/XXXX. Ms. XXXX finally responded on XX/XX/XXXX, but did not even answer my question about my loan and the increase in the conforming loan limit. I emailed her as such on XX/XX/XXXX, the same day. She did not respond. On XX/XX/XXXX, I emailed Ms. XXXX again - see Exhibit 7 and left her a voicemail regarding the conforming loan limit increase. Yet again, she did not respond. On XX/XX/XXXX, I emailed both XXXX XXXX and XXXX XXXX about my refinancing - see Exhibit 8. Neither responded. On XX/XX/XXXX, I emailed XXXX XXXX, Mortgage Production Supervisor, about my difficulty getting in contact with XXXX XXXX - see Exhibit 9. I had spoken to Ms. XXXX the previous week and she told me Ms. XXXX was " out of the office ''. In my email, I requested a point of contact going forward. Ms. XXXX, after having listened to my complaint about Ms. XXXX 's poor customer service and lack of response to my questions about the terms of my loan, informed me that " XXXX XXXX is [ my ] processor and will be [ my ] point of contact going forward. '' I couldn't believe that a supervisor would learn the level of dissatisfaction from a customer and keep the infracting employee on the same assignment. I wanted to cancel my application after this grossly inadequate response, but I felt I was near closing and perhaps Ms. XXXX would now provide at least adequate service. On XX/XX/XXXX, I asked Mr. XXXX for a closing timeline - see Exhibit 10. As I stated, I wanted to close as soon as possible. Again, Mr. XXXX never responded. On XX/XX/XXXX, I asked Ms. XXXX to contact me about my loan - see Exhibit 11. She responded at XXXX the following day that she would call me in the morning. After another email exchange, I eventually spoke to her. She told me that she was leaving town again and would not be back until XX/XX/XXXX. She said that I was scheduled to close on Wednesday, XX/XX/XXXX, which would provide her time to finalize any last minute details. She also said " I must be the worst loan processor you ever had '', to which I could not deny. On XX/XX/XXXX and XXXX, XXXX, I again emailed Ms. XXXX asking about my closing status - see Exhibit 12. Again, she did not respond. On XX/XX/XXXX, I emailed XXXX XXXX - see Exhibit 13 and filed a formal " Customer Service Complaint '' detailing the lack of responsiveness from XXXX XXXX - note I mistakenly put " Dees '' in my email, and XXXX XXXX. I informed her of my intention to file a complaint with the CFPB due to the poor customer service and repeated delays in closing. I also requested to close my refinancing " this week ''. On XX/XX/XXXX and XXXX, I emailed both XXXX XXXX and XXXX XXXX regarding my closing date. I requested to close by the XXXX. Neither of them responded. I later learned that Ms. XXXX was not in the office, but she did not have an auto " out of the office '' reply message activated on her email address. On XX/XX/XXXX at XXXX, Ms. XXXX left a voicemail for me. I returned her call at XXXX and XXXXleaving two voicemail messages for her. I spoke with XXXX XXXX on XX/XX/XXXX at XXXX. In this conversation, I detailed the deplorable customer service I have received from NFCU. I also expressed my frustration with not being able to get responses to questions about my refinancing. I told her that I was extremely unhappy and that this had been a " terrible experience '' for me and my family. On XX/XX/XXXX, I was supposed to close on my refinancing, but upon review of the costs, I realized that my prior questions about the terms were not resolved. Specifically, I was being charged discount points and a higher origination fee, which would cost me thousands of dollars more, so I emailed Ms. XXXX - see Exhibit 14. Ms. XXXX responded - 17 hours later and 2 hours before my scheduled closing that the costs were correct and I agreed to them that I agreed to the cost structure on XX/XX/XXXX when I e-signed the document. Please see my XX/XX/XXXX email where I informed Ms. XXXX that I did not e-sign the documents. I did say I wanted to move forward with a conventional loan at 1.875 %, but I never mentioned a change in price structure - see Exhibit 16. MsXXXX XXXX conveniently forgets the numerous unanswered emails to her from me in XXXX, XXXX, and XXXX regarding the new conforming loan limits and my closing costs. Ms. XXXX stated that she was " not going to do this back and fourth with [ me ] '' - but isn't that her job? To explain and answer questions is what I was told her responsibilities are. This was totally unprofessional. Had she gone back and forth with me previously, this whole situation would have been avoided and I would have closed months ago! XXXX XXXX called me after my emails in Exhibit 14. She acknowledged that Ms. XXXX did not follow proper NFCU protocols and certainly did not live up to their customer service standards. I told Ms. XXXX that she was to blame as well as I had reached out to her directly and she didn't respond. She only called when I stated my intention to inform CRPB and the National Credit Union Administration. I told her the only resolution is to " make it right '' by me. Ms. XXXX is guilty of misrepresentation, negligence, grossly inadequate customer service, unprofessionalism and attempting to force me to sign a contract that I did not understand as exhibited by my numerous unanswered inquiries to her. She is not solely culpable, as her supervisors and colleagues were also made aware of her incompetent handling of my refinancing. I have suffered from extreme stress and anxiety surrounding this experience with NFCU. My credit has been lowered as Ms. XXXX 's delays caused my credit report to expire and have to be pulled again. I question why a customer like myself with sterling credit, a low LTV, full-time employment, bank savings, and a stock portfolio would be treated in such a manner. I begrudgingly supplied racial background information to NFCU and I can't help but to wonder if that played a factor in my treatment here. Ms. XXXX herself stated that my loan was " easy ''. Why did NFCU make it so hard for me???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have disputed several items regarding NAVY FEDERAL CREDIT UNION that do not belong to me, however they are reporting to my XXXX report. I disputed the item with both Navy and XXXX. I have stated that these items belong either to identity theft or placing accounts that belong to my father on mine. XXXX unlawfully combined my credit report into 2 different reports and I believe this information from Navy Federal Credit Union is part of this. I am attaching a letter sent to XXXX and XXXX requesting an investigation into my dispute under Section 609, 611 FCRA and as of the submission of this complaint, XXXX has not responded to my request, they only verified the information as accurate when the information is not accurate as they do not belong to me. XXXX and Navy have violated The Fair Credit Reporting Act by not conducting a proper investigation into my dispute, by not providing to me, specific documents I have requested regarding my dispute with Navy Federal Credit Union. More than 30 days have elapsed, an investigation in accordance with Section 609, 611 FCRA has not been conducted and I have not been provided any documentation in connection with my dispute regarding Navy Federal Credit Union. Please find the attached dispute letter under Section 609, 611 FCRA as I request any derogatory report from Navy Federal Credit Union be removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76105
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My card was used without my permission, consent, or authorization to make purchases and transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85009
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I have recently been informed that there is negative information reported by Navy Federal Credit Union in the file you maintain under my Social Security number. Upon reviewing a copy of my credit report, I see an entry listing I owe {$3200.00} and {$4900.00}. NFCU has failed to validate this information and provide me with copies of any documentation associated with this account, bearing my signature. Please note as that sent XXXX letters to XXXX XXXX, and XXXX that they have 30 days to complete this investigation XXXX months prior to this complaint, as per the Fair Credit Reporting Act XXXX XXXX ( a ) ( XXXX ) ( A ), and I have kept a careful record of your actions, including your Method of Verification. I do not consent to e-oscar or any means of automated verification.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On Wednesday XX/XX/2021 I was on XXXX XXXX and inquired about availability. The seller sent me a message on Messenger to inform me that it was available for either pick up or they would ship. I have made many purchases through XXXX and ebay and was informed that payments are handled the same way, the seller gets paid once the buyer receives the item and it is as described. I have never purchased on XXXX marketplace using online payments but have noticed may sellers offering to ship. I paid the seller known as XXXX {$250.00} using my XXXX XXXX XXXX card using the link provided to purchase a Macbook Pro and saw no warning regarding the potential for scams. I also did not worry because of the protection on purchases. Unfortunately the following day my inquiries over shipping and tracking were returned and all traces of the seller have disappeared. I contacted NFCU and was told that since this was a payment to someone on XXXX the payment was not protected and I was out {$250.00}. The transaction was still listed as pending but they refused to assist me or take a report. No where did it state it was transfer to the seller and my receipt from the transaction confirms it was for a Macbook Pro.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am requesting for Navy Federal Credit Union to remove and delete these fraudulent credit cards from my XXXX credit report or legal actions will be taken against your company. I have never had any accounts such checking, saving and credit cards with Navy Federal. Someone stole my personal information to obtain these fraudulent accounts in my name. 1. Navy Federal Credit Union Account ending # XXXX Balance {$5200.00} 2. Navy Federal Credit Union Account Ending # XXXX Balance {$1100.00} I have attached a copy of my police report and FTC report to this correspondence requesting for your company to remove these fraudulent accounts from my XXXX report as well as out of your system database. I also included correspondence from XXXX showing where these fraudulent accounts were removed but there were reinserted on my credit report without me being notified within five days based on FCRA. Navy Federal has violated my rights. Please honor my request by removing these fraudulent accounts from my XXXX credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Navy Federal Credit Union is attempting to collect a debt in the amount of XXXX. This debt is a result of identity theft and should be removed from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have contacted Navy Federal Credit Union numerous times as they have account information on all 3 of my credit reports inaccurate. XXXX, XXXX, and XXXX have different dates they say a payment was made I have asked for proof and I get nothing from them or the bureaus but the information is reported differently. I have sent an email to CEO of Navy Federal also and still no results or fixing the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The Navy Federal Credit Union filed a " Statement of Credit Denial, Termination or Change '' on XX/XX/2020 based on errors in their mortgage loan application file. The application has been approved and closed on XX/XX/2020. I have not received a retraction of the credit denial as requested. I filed a complaint with CFPB in late XX/XX/2020. The actions of CFPB were a major assist to re-opening my loan application and the successful closing of the loan. Unfortunately, the process was still flawed on every level. Two of my primary complaints, as originally filed and supported with 30+ jpg attachments, was the lack of attention to details of the application and the inaccessibility of personnel for problem resolution. The NFCU response to my CFPB complaint lacked substance/details. Part of the problem is that the NFCU mortgage loan process is centralized in XXXX, Florida. If that provided : 1 ) enhanced oversight, 2 ) a streamlined and well defined/well documented application and loan processing result, I would have never had a complaint. Unlike most other mortgage companies/banks/credit unions, there are not any local NFCU mortgage loan processors to meet with the applicant. Almost all interaction between the applicant and the loan processor was by email, responses were 10-14 days later during the first 6 months my application was " active ''. Electronic document submission was the requirement. An obstacle in itself and there was not a supported alternative for seniors without a scanner. My phone calls were rarely returned, complicated by being 4-5 time zones away, and XXXX meetings were not an option. Lack of attention to details was rampant. For example, the letter from XXXX XXXX, Vice President, Underwriting, dated XXXX XXXX, 2020, regarding my complaint to the CFPB and the appeal of my loan denial and the " Statement of Credit Denial, Termination or Change '' [ that was sent to the credit bureaus ] was addressed to : XXXX. XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX. ). In the vernacular of the day, XXXX. A XXXX XXXX of the Navy Federal Credit Union can't even get the branch of service correct! I received a pleasant phone call and 3 follow up emails on XX/XX/XXXX from XXXX XXXX. One of the things we discussed was the requested {$70000.00} cash-out to pay off a 1st mortgage on a second property. There had been confusion at NFCU regarding that much cash-out and the reason for it. I asked Ms. XXXX to review pages 2 and 3 of the " Uniform Residential Loan Application '' submitted on XX/XX/2020. On page 2, under Section VI. Assets and Liabilities, under liabilities I listed {$68000.00} [ a 1st mortgage ] with XXXX XXXX XXXX and {$230000.00} [ the condo 1st mortgage ] with XXXX XXXX XXXX. On page 3, under Section VI. Assets and Liabilities, Schedule of Real Estate Owned, I again listed both the condo and the other property with the amount of mortgage/liens on each. And under section VII. Details of Transactions ( d ) Refinance ( incl. debts to be paid off ) was {$290000.00} the combined mortgages. Apparently, the first loan originator, XXXX XXXX [ never any interaction ] and the 2nd loan originator, XXXX XXXX, did not read past the first page request for a refinance of the existing loans. [ There are several emails to substantiate. ]. In Ms. XXXX 's second email, she states, " I also corrected your file to reflect XXXX cash back to you at closing. '' The loan originator/processor that did shepherd the loan to closing was XXXX XXXX. She was excellent! First assigned on XX/XX/XXXX, the closing was XX/XX/XXXX. She overcame numerous issues/problems but she was willing to call on the phone and responded promptly to emails. The first problem she encountered was the XXXX cash-out. I had to email copies of the " Uniform Residential Loan Application '' and forward Ms. XXXX XXXX email before Ms. XXXX could find the correction in the NFCU electronic document file. She revised the rate lock and loan commitment agreement, documented unearned income that had been previously noted but not documented as acceptable by the underwriters. The underwriters apparently cold not reconcile my 800+ credit ratings from all 3 credit bureaus, with monthly payment in full of all credit cards and both mortgages [ totaling $ XXXX/month ] with a monthly income of {$8000.00}. The refinance was 66 % loan to value on the condo, paid off the commercial loan in full and reduced my monthly mortgage payments from {$3200.00} to an estimated {$1200.00}, a {$1900.00} reduction. It wasn't until I revealed a recent inheritance of {$360000.00} in stock that the underwriters finally approved the loan. The other issue in my CFPB complaint was the frequent calls from NFCU apologizing for the long delay in processing my loan application and asking if I wanted to withdraw my application and apply elsewhere. What does that imply to you? The loan processor didn't call or return calls but other NFCU staff did call frequently and ask if I wanted to withdraw my application. Makes me wonder how many applicants did withdraw their applications and go elsewhere. I have hereby met my responsibility of " see something, say something ''. It is not my responsibility to conduct internal audits or provide federal oversight. I agree, " to error is human, to forgive is divine. '' But part of forgiveness is to take responsibility for your actions or inactions and to accept the consequences, regardless of your station.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96701
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A