Date Received: 2020-12-18
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/18 at about XXXX. I attempted to send {$130.00} from my Navy Federal Credit Union checking account to an individual located in the XXXX XXXX electronically. After verifying my identity to two different individuals, bank personnel in the wire transfer department started asking me a bunch of personal questions about what the money was for and how I had met the person. While I realize there are a bunch of online schemes out there ( romance, get rich quick ) and could understand a bank employee being required to inform me about them, to mandating that I disclose personal details about my relationship with anyone is a violation of my privacy and an overreach of their authority. After reluctantly answering her questions. She requested to send me a confirmation code via phone. I requested this to be done by email, just like I have done ever since two party verification was mandated by the bank. I was informed that it had to be done via phone for some undisclosed reason. Again if I can use this method for my everyday banking needs and to send unlimited moneys from my account to anyone I want, why is it that I have to do anything via phone for a wire transfer. After reluctantly providing this information to the banker and verifying the code I was then informed that she could not perform the transfer for me and that I had to follow the very same procedure that doing this phone verification procedure was supposed to avoid. She stated I had to file a written request first electronically and the someone would contact me about it via phone. As I'm sure that your agency is aware of, telemarketing and phone scams are the number one threat to consumer privacy and financial security in this country. Myself and many like me combat this by not giving anyone, anymore information than they need to accomplish their job. This would also include phone numbers. Every company out there will tell you they don't sell phone numbers and they won't market to you. Then they call you under the vise of some other XXXX or give it to one of the dozens of their affiliates so they can can hound you. The simple fact of the matter is the more people/companies you give your phone number to the more scammers and marketers will call you and the more likely your are to become a victim of fraud or ID theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: It has been almost 7 months since this happend to me and my business. I received a XXXX grant In XX/XX/2020, this year. The funds were in my account untouched for two months. There was no freeze or any kind of action against my account, at Navy Federal Credit Union. I went into the branch to make a withdrawal with proper identification, and I was treated the worst possible way, the staff and managers, not only embarassed me, but singled me out and had the fraud dept freeze my account. I then called the fraud dept of the bank, from the bank with the Small Business Association on the phone line as well, for a conference call. The purpose of that was to let the sudden flag for fraud alert that the teller/manager put on my account removed. After speaking with the fraud department in the conference call, they allowed me to make the withdrawal and removed the fraud block. At this time im almost 5 hrs into being at the branch on XXXX XXXX in XXXX sc. I handed phone back to the office manager to be certain the fraud specialist cleared up the issue. I then went back in line, waited about 30 minutes, I had in hand, my 2 forms of state issued IDs and filled out withdrawal slip. Then to my amazement, the teller is refusing again to let me make the withdrawal. I ask for the manager that was sitting with me during conference call. She came up and said they now need to verify my military background. Im just looking at these people wondering why they are completely against me making a withdrawal. I explained to them my account has been open around 6 months. Now suddenly uour questioning my military background. I almost called the police on these people workng at the bank. Im now in this bank for 7 hrs and 30 min. Not to mention, the hour drive to the bank. The manager at the bank confirmed my military status and again, i go to teller counter to make withdrawal and the lady tells me again to call the fraud department again to remove the flag the manager placed on account questioning my military background. Its now XXXX and bank is closed. They refuse to let me make the withdrawal, I was very insulted, embarrased, and completly was singled out. The teller commented that I am the only white person that had been thru the bank all day. She just laughed and laughed with her other co workers. I asked what was that comment for. They just laughed. I left bank and returned the next day at XXXX. The lead teller told me I dont have funds available in my account. The sba can not redeposit my {$10000.00}. I have contacted Navy Federal Crefit union repeatedly. They wont return any calls or letter I sent in. They are responsible for my loss, and need to be held accountable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29108
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: A charge to my account made an overdraft.. The company rescinded the charge because it was a cancelled account. Now Navy Federal wont credit back my account until XXXX. This began XXXX XXXX by XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: In XX/XX/2020 I paid off my vehicle loan and requested my title. Navy federal sent my title to a person in Texas who I have no relation to. I dont know the person, never met him. I called and they said it was their mistake. It is now XX/XX/2020 and I have yet to receive the title for my car and no one has contacted me updating me on progress with my situation. Every time I call they push me around and I get no help or answers. 6 months driving around with another persons name as the owner of my car that I paid for. I am a XXXX woman and driving under those circumstances are dangerous. Also I am unable to sell my vehicle or register It in another state. No one is helping me. This is unjust and navy federal is showing a lack of sympathy and responsibility.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I received message that Navy FederaXXXX had denied my application, XX/XX/XXXX, after receiving an pre-approval from XXXX XXXX. It was verbally advised because of XXXX XXXX more than 7 years ago, Navy Federal is refusing to accept any type of loan as me being on the account for a loan. I was told if I want to pay the debt, I could, but we were at an impasse. Not allowed credit is permanently affixed to me credit worthiness, no matter what. I was further advised today and yesterday to call charge/off bankruptcy department, XXXX. I spoke to two different people. The last person stated even if I paid on the accounts loan and credit card, I would not be granted any services. He told me that they were permanent affix and time would not change the status. I explained my military XXXX had caused an interruption. I lost a lot but I had no problem back then XXXX, I was blocked out of my account. When I attempted to pay I was rerouted to collections. I was forced to add Navy Federal to my bankruptcy. Now to present day customer service in mortgage and bankruptcy department verbally stated if I wanted a job there I would not be allowed because of my XXXX from over 7 years ago. I take issue with this as a federal employee who have been told these rules can interrupt my federal career goal, that is already tough to advance in for an XXXX XXXX like myself. All because I was then and XXXX due to my military service which has recently been rated as 100 % total and permanent XXXX. That to me is discrimination, due to me being a XXXX veteran.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32034
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-16
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: On XXXX XXXX I sent Navy Federal an Affidavit of Truth pertaining to Federal Privacy violations I received on my credit card statement along with an invoice for {$5000.00} for the violations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70068
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: On XX/XX/15 I received 6 consecutive calls from Navy Federal in the span of 4 minutes. I was expecting to receive collection activity, but felt harassed by the excessive amount of calls literally back to back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32506
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, in a social group I am apart of I made a purchase for 2 pairs of shoes. I sent the payment of {$550.00} through XXXX thinking I would have purchase protection like XXXX. When I sent money I was promised the tracking number the same day but did not receive it. At that point I called my bank Navy Federal and XXXX to cancel the transaction because it was not complete and still processing and I could not and the bank nor XXXX had a clue why it was not giving me the cancel option. Since the same recipient has messaged my personal phone as well as contacted me again on the social group stating how he/she was not a scammer and would send me either the money or shoes. He/she again disappeared and has not contacted me. My bank was not willing to help me file a dispute although telling me when I first tried to cancel the transaction that I could file a dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, we applied for a home mortgage loan through Navy Federal, and we were supposed to close on XX/XX/2020. XXXX XXXX, our mortgage processor, failed to acknowledge our final purchase price, which was given to her by our builder seller in several email communications. We didn't get closed in time, nor did she communicate efficiently to keep us in the loop. We didn't know we could not close until the day of closing and after which the closing time would have taken place. We were told by XXXX XXXX that our home 's final sale price was not taking into consideration for the appraisal, which would cause a ripple effect of us being upside down in the down payment and closing cost. Meaning we would have to bring an additional {$27000.00} to closing. Which is insanity and totally irresponsible as doing business. By not closing within the contract agreement signed by us and acknowledge by our mortgage processor and officer. We were charged late fees and daily charges by our builder XXXX XXXX for not closing specifically by XX/XX/2020. XXXX stated it would be only 2-3 business days. It has been weeks and months later, and we never did get a response from Ms.XXXX to get and determination of the reconsideration of our appraisal from the appraiser. As the buyers, this process was longer than expected It has been past 60 days to date since our application has been submitted. We had to pay the late fees and more money because we applied with a different lender. With all the loan processing and duration, we would not have made it in by the deadline with our contract to close with our builder XXXX XXXX ; a financially binding contract that we had with the sellers. In which we couldn't afford to lose because we had five percent down. And, we feel the financial institution Navy Federal, whom we bank with, didn't care! As the buyers, we feel that someone from Navy Federal could have more clarity! From mishaps, switching processors in the midst of our loan, to very little or no communication from our financial institution, unless we call in several times a day, or unless we incinerate the email communication. Navy Federal has not been very much proactive or honest and clear from a lending standpoint. Also, the Navy Mortgage team not acknowledging purchase prices in the beginning stages of our loan on new construction to final prices. Not transferring information over to those who need it. Many back and forth with our closers on sent over already gathered information multiple times from the seller, and gathering info from ( us ) as the buyers. Sending information over at the end of the business day after XXXX XXXX Est. Mainly on Fridays. And to top it off, the day of closing, two hours after our initial setup time of closing, we get a first-time call ever from our processor XXXX XXXX, that we will not be closing after we have taken off from work and had set up pre-scheduled movers. We find this all very unprofessional on Navy Federal part! We digress in the way this whole experience has been! It has not been pleasant and is very much stressful!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40291
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have over 5 different accounts that I transferred with NFCU.Navy Federal credit union continues to leave a balance on all of them. I have contacted them repeatedly. In XXXX of 2019 my credit score was XXXX because of the balances on these closed cards my credit score is now XXXX. There is also a loan that was paid and still showing open. All these need to be at a XX/XX/XXXXbalance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A