Date Received: 2021-01-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2020, I applied and was approved for a auto refinance loan from Navy Federal Credit Union in the amount of {$22000.00}. Rather than disburse the funds to me or my current auto loan provider ( XXXX XXXX ) directly, the requirements of the loan required that I pick up the check in person, endorse it, and mail it to my loan provider. I adhered to those requirements and sent the check to XXXX XXXX via first class mail on XX/XX/2020. On XX/XX/2020, I noticed that the funds had not posted to my current loan account and so contacted XXXX XXXX. I was informed by a XXXX XXXX representative that they had not received the check. That same day, I called a Navy Federal representative, apprised her of the situation, and requested that the check be canceled to avoid it falling into the wrong hands and being cashed by an entity other than XXXX XXXX. The Navy Federal representative indicated that the check would be canceled an that I had two options going forward : ( 1 ) cancel the loan, or ( 2 ) cancel the first check and have a new check in the same reissued In order to move forward with the loan, I initially selected option 2. On XX/XX/XXXX, I visited Navy Federal to pick up the reissued check. There, I was informed that in order to do so, I would need to sign an indemnity agreement with the following language : " I understand that if the item ( s ) [ the first check ] is/are later presented for payment and Navy Federal pays the item ( s ), I am obliged to refund the payment to Navy Federal. '' Because I was unwilling to indemnify Navy Federal for taking action that I have explicitly asked Navy Federal not take ( i.e., paying a check I have asked to be canceled ), I declined to take the reissued check and told the in-person representative that I would rather cancel the loan. I was told that I would need to contact Navy Fed by phone to do so. That same day, I contacted Navy Federal by phone to cancel the loan and was told that in order to cancel the loan, I would need to sign the same indemnity agreement, holding Navy Federal harmless for paying a check I have asked canceled. Currently, my account shows that I owe Navy Federal {$22000.00}, with the first payment due XX/XX/XXXX, despite the fact that Navy Federal has yet to distribute the funds to me or my current loan provider. Navy Federal has also reported this debt to credit agencies, negatively impacting my debt-to-income ratio as credit agencies now report that I have two outstanding auto loans in excess of {$22000.00}. Today XXXX XX/XX/XXXX ), I contacted Navy Federal to resolve the issue. The representative confirmed that a " stop payment '' order has been placed on the check, but insists that I sign the indemnity agreement to cancel the loan. ( If a stop payment is actually on the check, why must I agree to refund Navy Federal if they cash the check regardless? ) The representative I spoke to insisted that unless I sign the onerous indemnity agreement, I am bound by the terms of the loan, regardless of whether the funds are distributed or not. Navy Federal refuses to cancel the loan or redact the credit agency reporting ( which is actively harming credit score ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22312
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: During my service in the United States XXXX, I sustained a injury that grew to be more significant. I fell during a dismount patrol in XXXX in XXXX. We were on a small COB with no xray equipment. All medical personel who treated me thought that it was just aXX/XX/XXXXI had fell and myXX/XX/XXXX was stuck in a position on my rifle and when I fell, It was on top of it with my XXXX bulletproof vest. Fast Forward to XX/XX/XXXX. After a couple sharp pains in my XX/XX/XXXXwhile picking up items, we went got it XXXX XXXX. The found a gap in my XX/XX/XXXXwhich is the foundation of your wrist. I let NFCU know about it and that it would hurt me financially because the XXXX was rushed. I asked for other payment options from the representative but the only answer given was " To keep them informed because there was no other options, this continued into XXXX which was a nightmare. The first XXXX didnt work due to error from a dr from the VA and they had to go back in. they were taking XXXXXX/XX/XXXXfrom different sites trying to repair it which was painful. I was in and out the hospital all XXXX due toXX/XX/XXXX from all the different sites and had to get hospitalized due toXX/XX/XXXX from all the XX/XX/XXXX. All of these times this bank is reporting late and I was never given a forebearence or any other options. It sincerely saddens me that NFCU never listened marked late payments and completely deteriated my credit. Veterans like myself come back from serving with injuries sustained physically and mentally and since NFCU is a veteran focused financial institution I would think they would understand the fight that we face returning back to the states. I gave notices and was fighting for my light sometimes during XXXX. My surgeries did not end until XX/XX/XXXX when I received XXXXXX/XX/XXXXin my dominant XX/XX/XXXXnow that I can not move and does not have any range of motion. I think this injury does give me enough XXXX and XXXX. NFCU should consider correcting my history due to I was hospitalized and in and out of my house. If I was the only person I was taking care of I would not of been late but I have XXXX children and between me being hospitalized and unable to provide, making sure my children can eat was the only reason I was late to ensure their fed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2021 I checked my balance on mobile app, figured funds were low. Had ACH transaction scheduled ; went to drive thru to make deposit-both drive thru ATM machines were unavailable. Went to walk up ATM -same problem. XX/XX/2021 same situation. Now saw on mobile app that {$29.00} return fee will be charged. Stood on line to go inside to make a cash deposit ; was told I would need to contact representative either by phone or message to her {$29.00} returned to my account. Sent message inquiring if {$29.00} could be returned to my account & if I could make cash deposit at other location, ( but that location HAD CLOSED with no REOPENING DATE ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I submitted an application for a home mortgage loan pre-approval letter to Navy Federal Credit Union online. XX/XX/XXXX I received a request to submit asset information, tax documents, pay stubs and other information. I submitted all but my asset information, because at the time I had kept my down payment and closing cost funds in cash. This same day I received a phone call from XXXX XXXX. She inquired about my asset information and requested that I submit my bank statements for the last 60 days. I informed her that if I submitted my current bank statements that my down payment would not appear on them as I've been keeping my finances in cash as a personal preference. I informed her that despite having my downpayment in cash that I could prove my income with several recent pay stubs. While on the phone, XXXX told me that I should explain this in writing and email it on our thread, which I did. Shortly after I sent the email explaining my asset discrepancy, she responded with : " Good afternoon Mr . XXXX, unfortunately " Cash on Hand '' is an unacceptable source for down payment or closing costs and may not be used to qualify. Do you have any retirement accounts or other assets? '' As a first time buyer, I was confused at how this process works and replied with : " Im confused. What is considered an acceptable source for a down payment if its not cash? Cash thats currently sitting in my bank account. I can prove that I have the down payment and closing costs. I can also prove where Ive earned the money with several recent paystubs. What is that Im not understanding? '' After this, I received no response from XXXX to my last email. On XX/XX/XXXX I decided to follow up with XXXX via a phone call. While on the phone I asked XXXX to explain how my check stubs would not be sufficient information to trace where my money has come from? And to learn more about this application process in general. She informed me that " this isn't how this works. You can't buy a house with mattress money. '' She actually referred to my savings as " Mattress money. '' I took great offense to this as " mattress money '' is a term widely used in the streets to describe money made from drug deals. I HIGHLY doubt that if I was NOT a person of color and had lived in a region other than XXXX, that I would have been met with the same disrespect. I've worked very hard for the money I've saved. I told her that " I have check stubs to prove where my money has come from and that I've earned it. It's not mattress money. '' She informed me that if I did not have the appropriate bank statements, then I would need to provide documentation from a retirement account to continue my application process instead. I asked her " how long do I have before she has to re-run my credit for this application. '' She responded with " up to 90 days. '' I said " great, I'm going to put a pin in this and buy me some time to gather the proper documents. '' She asked If " I would like her to withdraw my application ''. I said " no. that's not what I want. '' On XX/XX/XXXX, I had decided to take a step back and gather my thoughts. I decided that I would like to continue this process AFTER the holidays, in the new year. XXXX was approaching, and after XXXX I had a trip planned that would put me out of town until XX/XX/XXXX. Considering this, I reached out to XXXX XXXX to follow up with the following : " Hey XXXX! I just wanted to follow up from our convo yesterday. I would like to revisit this sometime in the new year, as I still need to get a few things in order before proceeding with my application. As for now, please do NOT withdraw my application. I will be reaching out to you once I have the items needed. Thank you '' She responded with : " Good morning Mr . XXXX, thank you for your email. Please provide me with documentation for any retirement assets for us to proceed with decisioning your loan. If you don't have any other assets let me know. Thank you for your attention to this. '' From here, our communication had stopped. Then, on XX/XX/XXXX I received an email stating : " Navy Federal Credit Union has uploaded documents pertaining to your mortgage application XXXX and has made them electronically available for viewing and signature. '' I signed in to my account to find that the document was a " DENIAL OF CREDIT due Insufficient cash '' based on information received from an outside source other than a consumer reporting agency. This took me by surprise as I had not submitted any information, nor did I consent to Navy Federal gathering any account information. What's more, is that this denial document would mean that XXXX XXXX submitted my application to Underwriting without my consent. Subsequently tarnishing my excellent credit with a mortgage loan denial. Once I returned from my trip on XX/XX/XXXX, I called Navy Federal to file a complaint and report the actions of XXXX XXXX. I was connected with manager XXXX XXXX. I explained to her what happened and that I would like to file a complaint. She was taken aback as according to her " XXXX has received nothing but positive feedback from her clients. '' While talking to XXXX, it became clear from her cavalier tone and occasional anecdotes that she had no intention of reprimanding XXXX for her mishandling of my loan application. Hence why I am here submitting a complaint. XXXX XXXX resolution was, " to start a new application with a new loan officer. '' This was unacceptable. She also suggested that I could file an appeal to underwriting within 48 hours of XXXX submitting my application to them. Upon further review XXXX informed me that filing an appeal would not be possible as XXXX submitted my application to underwriting on XX/XX/XXXX. The 48 hour period had long passed by now. She acknowledged that XXXX made a mistake, and was confused as to why she would process my application without my consent or the proper documentation. Which essential set me up for failure. XXXX also thought it would be enough to simply bring this issue to XXXX XXXX attention and nothing more. XXXX would have me believe that this was a minor issue, and that restarting an application with a new loan officer would be an easy fix. That may be the case if I chose to continue business with Navy Federal Credit Union. But if I decide to go to a new institution to pursue a home loan, a " denial of credit '' will show up on my report and require much explanation. For this reason I am extremely upset and disappointed that my application was handled so poorly by XXXX XXXX. She knowingly submitted this without the proper information which lead to a negative result, and a severe loss of trust in Navy Federal Credit Union. This is a textbook bad business practice. It's hard enough for people of color to purchase homes in America, making it harder with unwarranted negative marks on their credit report is salt on the wound. This was a negligent act met with little to no effort to rectify and it's unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I was a victim of identity theft starting at the age of XXXX and someone opened bank accounts, credit cards and checking accounts in my name. Ive never had navy federal credit Union in my life and you guys have cleared and closed the credit card that was in my name due to fraud and I need this checking account and savings account closed and removed as well
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XXXX of 2020 I used a sister branch ATM to deposit {$2000.00} cash to my savings account. It was not immediately posted to my account. The bank issued a provisional credit one week later and 60 days later reversed the credit resulting in funds being taken from my checking and my account being over drawn. The sister branch found the error and issued the credit days later. My bank has yet to release the funds and credit my account. They also have incorrectly taken {$1800.00} out of my checking account. They have been rude and very unhelpful during this entire process. My accounts are both in danger due to their negligence and incorrect processing. The sister credit union was very cooperative and even called the institution to help address the issue and correct the error. They are very concerned by how its being handled by Navy Federal since they were on the calls with me they have first hand knowledge as to how they have responded to this incident.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30269
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have submitted a notarized affidavit letting these companies know these accounts opened online are fraudulent and not authorized! I was provided all amounts and account information from credit bureaus! Navy Federal FCU {$8900.00} XXXX XXXX XXXX NAVY FEDERAL CU {$8600.00} XX/XX/2019 XXXX XXXX XXXX XXXX {$3600.00} XXXX XXXX XXXX XXXX XXXX {$2200.00} XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31061
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I would like Navy Federal to provide me with their policy for deferments which are offered to members who experience hardship allowing them three months of relief. In particular I would like Navy Federal to provide me with their policy on credit reporting in terms of deferments because I have 3 errors on my credit report for XXXX, XXXX, and XX/XX/2019 which are impacting my credit score. I was not provided with any documentation or notified how these policies would impact my credit reports with the bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Ever since I received a VA loan from Navy Federal Credit Union in XX/XX/2019, I have been receiving 2-3 letters per day to refinance into " very low rates. '' I called Navy Federal and asked them not to share my information, and I continue receiving letters. This credit union appears to be taking advantage of the " Navy '' brand and its members to peddle our loan data to low quality vendors. Please have them stop.
Company Response:
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid {$800.00} towards my mortgage for the month of XXXX with Navy Federal Credit Union and was charged twice, with the second payment of {$800.00} being applied entirely to principal. I found this out when I noticed there were two charges for {$800.00} on my XXXX XXXX XXXX account effective XX/XX/21. This second charge was not authorized, and I have reached out to both NFCU and XXXX and neither company was able or willing to resolve the situation. This is a very frustrating situation and I'm unsure of what to do, but it feels as though the money was stolen from me. If NFCU is unwilling to help, would filing a police report be necessary?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47403
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A