Date Received: 2020-10-22
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I originally applied for an account with Navy Federal on XXXX XXXX With my brothers access code. Because my brother is a member I could qualify as a family member. I submitted supporting documents ( driver license, passport and utility bill ). I heard nothing back. In XXXX, I called to check the status and they informed me they could not verify my identity, so I submitted a security appeal including documents such as My passport, drivers license and utility bills. I again heard no response. I called back XXXX to check the status and they said because there was no current application on file that I Have to reapply. I reapplied XXXX XXXX and then after calling back two weeks later I was told I had to submit another security appeal. I asked the rep why I would need to do that if I have already sent one before. I am submitting documents such as a passport which is the most verified document you can submit. After speaking to a rep today and a rep from the security team, in which they were very rude and told me nothing except that they have denied the application as there was nothing left to discuss. They will not give me a reason why the application was denied
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Navy Federal will not refund me money that was not authorized. I disputed a charge in XXXX on my account in the amount of {$670.00}. I have attached a statement containing the disputed charges and have highlighted it. I am a victim of theft and i did not make these charges/debits. I have requested that the aforementioned fraudulent charges be refunded back to me. I have spoke with the bank numerous times and I have also emailed and wrote letters to this bank. I have yet to receive my funds back. I was with this bank for over 20 years and never had any issues until now. I have attached a police report of case number XXXX when this occurred and gave them all other documentation confirming all the information of this charge.Social security number is XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I believe that NFCU is using an automated mortgage application process to steer customers into the loan type in which they make the most money in fees rather than for us to choose the loan type we want. We requested a VA StreamLine Refinance application but were steered into a Conventional Loan type at the end of the application process which took approximately one hour online. As a XXXX Veteran with a VA loan already in place on the property, I wanted to do the VA Streamline loan because it would save us time and money on the loan. Although we requested a VA Streamline Refinance Loan, the automated application process is set up so that it determines which loan type it presents to you. NOWHERE ON THE ONLINE LOAN APPLICATION DID IT ALLOW US TO PICK THE VA STREAMLINE LOAN REFINANCE. It did not give us the choice to choose the VA Loan at the beginning or end of the application process. When we called to make a complaint to NFCU, the Mortgage Loan Officer assigned to the Loan told us that she had to re-assign the loan to another officer and that we had to fill out a different application and go through the loan process again because the loan number was different. When we asked to speak to a Supervisor about the loan application, we were told that we would get a Conventional Loan Officer not a VA Loan Officer and it would be a day or two before the Conventional Loan Officer would call back. We asked why not the VA Loan Officer and we were told because it is a Conventional Loan. As further proof of what I call '' steering the consumer into the loan type NFCU decides for you '' is a call to us from XXXX XXXX, Resolution Officer with NFCU who confirmed to me that the system does automatically choose the loan type for you. My complaint is that the lack of transparency in the loan process upfront with it being programmed to choose for the consumer the loan type and no option to choose the VA Loan after spending an hour filling the form is a sneaky way of steering consumers into the type of loan in which they make the most fees. That appears to be a type of fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24019
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Requested in XX/XX/2020 and approved for a Consolidated Loan in the amount of {$28000.00}. Interest Rate 14.54 % of amount borrowed = {$4000.00}. However, NFCU 's interest rate calculation of 14.54 % = {$9500.00}. How? Upon complaining, NFCU forwarded an " the initial abusive interest rate Ammortization Statement '' ... is attached along with prior documents requesting a " TRUE calculation of interest rate CORRECTION of Consolidated Loan to NFCU, XXXX, VA. The XXXX assistance is requested in this NFCU Dispute. I've paid {$1600.00} toward this loan and over HALF of this PAID monetary dollar amount {$900.00} has GONE to INTEREST. AGAIN, how on an 14.54 % interest rate loan? Please Help. Looking at the numbers .... there is a sense THAT the calculations are incorrect. Best Regards. XXXX XXXX XXXX, XXXX. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: On Saturday XX/XX/2020, I was approved for an auto loan totaling {$78.00}, XXXX. I went to XXXX XXXX XXXX and purchased the vehicle with the check given to me by Navy Federal. On XX/XX/2020, the bank refused to validate the check with the dealership citing that it was too much after giving approval on XX/XX/2020. I have been a loyal customer of Navy Federal for almost a decade. I have been financed for several loans and paid timely. I have not had an experience like this before where I was allowed to purchase a vehicle and then told the loan is not approved. This is terrible!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: ONCE AGAIN I HAVE ASK XXXX TO HAVE THESE COMPANYS TO REMOVE THESE ACCOUNTS FROM MY CREDIT FILE I HAVE FILED A POLICE REPORT AN FTC REPORT AND THESE COMPANYS HAVE STILL YET TO PROOF THAT I AM THE PERSON THAT APPLIED FOR THESE ACCOUNTS THEY NEED TO BE REMOVE ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38128
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Navy Federal and XXXX are still reporting XXXX old Navy Federal accounts that should have been deleted since XX/XX/XXXX. I am not saying the accounts are not valid. I am stating that under the fair credit reporting act, credit bureaus are not supposed to report after XXXX years. On XX/XX/XXXX it was officially XXXX years so these accounts should be deleted. These are Navy Federal account have a balance of {$5300.00} and {$2500.00}. I want both of these accounts removed from XXXX since XXXX years has passed on XX/XX/XXXX. XXXX and XXXX have already deleted. Like I mentioned Im not saying the accounts are not valid I am saying that they are too old to be on my credit report with XXXX. I hate dealing with XXXX they always difficult and report information incorrectly often. All three credit bureaus suppose to be reporting the same information. Why would first delinquency be in XX/XX/XXXX for XXXX and XXXX but not for XXXX? XXXX is not following the law and reporting incorrectly. When I dispiute with XXXX they say the credit reported as accurate but that's incorrect. Once again I am not saying the debt or accounts are not valid but I am stating the fact that both accounts the first delinquency is XXXX XXXX XXXX as as of XX/XX/XXXX. So is it that XXXX thinks they can do whatever they want and report different? Why there always problems with XXXX I don't have same problems with XXXX and XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I signed up for a Basic Firearm class on XX/XX/XXXX at XXXX with XXXX XXXX however, I was not able to get off work on time and called them to reschedule the class. When I called their number, it went to voicemail and they said to text the number they provided. I went ahead and texted the number and told them that I was not able to make the class on time and that I was wanting to reschedule for another time. They texted back and said I needed to pay the remaining balance before I could reschedule. I went ahead and paid the remaining balance and asked them how could I reschedule. After I paid the remaining balance, they stopped communicating back to me even after three days. At that time I called Navy Federal Credit Union to dispute the amount since the merchant ( XXXX XXXX ) failed to render services, was not communicating back to me, or confirmed a new date. NFCU issued a temporary credit for the {$140.00} until they investigated the issue. I provided them text messages proving that I had done all I could to remain in contact with XXXX XXXX but they were simply not getting back to me once they received their money. After their investigation, NFCU sided with XXXX XXXX claiming that they were willing to render services. I requested a copy of the document that XXXX XXXX provided to NFCU and found that they said I failed to show up to the rescheduled class. They never confirmed a new class date, sent me a link, or communicated any of that to me so I had no knowledge that they rescheduled me. XXXX XXXX is about a 40 min drive from me and with Covid restrictions, I was not in any position to make the drive and risk being turned away. XXXX XXXX also stated in the document they provided to NFCU that they sent me a link to a video however, I did not receive any link and partial service was not rendered. They provided fraudulent paperwork to NFCU and even though I tried explaining this to NFCU they still removed the credit from my account claiming that XXXX XXXX was willing to render services. These were all lies and NFCU should have done a better job at investigating. Not only was this fraudulent but also unethical from NFCU. I request that they be investigated and that the evidence regarding my claim be re-evaluated by another party. Should you need additional information please feel free to contact me via email at XXXX or via phone at XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01902
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I signed documents with Navy Federal for an Auto Loan at 4.29 % for 72 months. The New Car Dealership that I purchased the vehicle from titled the vehicle improperly. Once notified by Navy Federal I spent 2 days tracking down the title, signing it and turning it in at one of their branches with the branch Manager. Therefore Navy Federal is in possession of the title which should have shown in good faith that I wanted this to be an amicable relationship. During this entire time, I continued to pay my contracted payment of {$1100.00} EARLY every month. Based on conversations that I have had with Navy Federal, my contracted Auto Loan with GAP insurance has been converted to an unsecured loan at some outrageous interest rate which I never signed up for and they have continued to report my payments late to the credit bureaus although they receive their payments month in and month out. In addition, they are still charging me for GAP insurance on what they consider an unsecured loan. As someone who works in the Automotive Industry at the dealers level, I have never seen a Credit Union release funds until the Title App was properly filled out showing the bank as lienholder. Although this whole ordeal is NOT my fault, I have taken time out of my busy schedule in an effort to rectify this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinance my mortgage with Navy Federal Credit Union on XX/XX/2020 with the interest rate of 3.375 % 15 year fixed. My account information reflects a higher interest rate than what I agreed to in the closing documents. I have contact Navy Federal to correct the issue but there has been no resolution on 2 weeks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A