Date Received: 2020-10-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: First they cut off my card because they said that I filed too many claims. Even though they were found in my favor they still canceled my card for a year. Now I filed a claim on my husband card because I have a joint account, they said that they sent paperwork requesting information and through their app inbox. I advise them that we never received it. I told them that I never received any of my items from XXXX 'XXXX and that I needed to file a dispute. I went to the store to get a refund they gave me my receipt but I never received my money. When I filed the claim I offered to sent that info and they said no. I was told that they never sent it thru the message center. They said they sent it in the mail but I never got it. They threatened to close my claim. I finally sent them the paperwork they need and I have received 3 different timeframes as to when the claim will be completed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76123
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I went into the Navy Federal Credit Union ( NFCU ) branch located at XXXX XXXX XXXX, XXXX, VA XXXX. I saw a teller to make a couple of transactions. I was paying some bills with the funds coming out of my checking account. I told the teller that I was making a payment of {$100.00} to my credit card and a {$100.00} payment to my personal loan. I told the teller that I wanted to pay my car note but that I was not sure of what the exact amount The teller proceeded to look up the amount that is due and also made it a point to let me know that my car loan was paid up until XX/XX/XXXX and I told her that I was aware and that I was making XX/XX/XXXX 's payment. The teller said ok. At the end of the transaction the teller gave me three slips showing that a payment was made to three accounts but the receipts do not say which account so I thought that everything was done and done properly. It was not until XX/XX/XXXX around XXXX XXXX that I realized there was an error because I had received and notification that there was a change on my credit report. So I proceeded to look at my credit report to see what the change was it said that my balance had increased by {$77.00} in interest due to a missed payment. I then reached out to NFCU around XXXX XXXX to address had been posted to my credit report and it was at that time that it was discovered that the teller had taken my car payment and applied it to the wrong account. The teller told me that they could reverse the payment to the wrong account and apply it to the proper account. I explained to the customer service representative ( CSR ) that the account that my car note had been applied to was now closed because it was paid off. The CSR then told me that I could just make another payment it I wanted to but that since my auto loan was paid up for months in advance that it really would not affect my credit. I explained to the CSR that if that were true then I would not have gotten a notification that there was a change in my credit status. I have tried to speaking with a supervisor and was not able to get any assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am a federally protected consumer and Navy Federal Credit Union has violated me under the provision of 15 USC 1692. Please review attached documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This letter is in regards to my experience with Navy Federal Credit Union. This letter will detail the lies, deceit, poor customer service, all together disregard for members by Navy Federal Credit Union. I believe that Navy Federal does not meet minimum standards as set forth by The Federal Reserve Board, CFPB, and they need to be investigated so that they do not continue to harm XXXX employees, XXXX XXXX XXXX sailors- both enrolled and officers, and ordinary citizens. I have been a XXXX XXXX directly serving XXXX families for more than 6 years, my husband is a XXXX Employee for the past 2 years. Of course, when we bought a house XX/XX/XXXX we got a quote from Navy Federal. At the time this rate was the best we found. We were worried, when we had difficulty contacting Navy Federal, that the closing would not occur on time- however thankfully it did. XX/XX/XXXX, we noticed that rates were starting to lower. A coworker of XXXX got a fantastic rate with XXXX XXXX XXXX XXXX for a refinance. We applied and also got a fantastic rate that would save hundreds of dollars per month on our forever home. We also felt that we did not want to move from Navy Federal. We reached out to our previous contact at Navy Federal and he said that we should really submit the rate from XX/XX/XXXX and see if Navy Federal would rate lock- he said they had a policy where if they could not, they would pay {$1000.00} towards closing. With that information we applied for rate match. From the beginning we had a very hard time getting in contact with Navy Federal. They were not contacting us even though we had submitted. I personally called more than 10 times, my husband probably the same number of times, and eventually someone wrote to us that they needed more information. We sent the information then again called repeatedly and emailed trying to get a response. At this point, we were about to lose our rate lock with XXXX XXXX, and we were worried. All in all it took more than 3 weeks for Navy Federal to provide us with a rate. Eventually, someone from Navy Federal called XXXX and told him that they were able to match it. XXXX told the person he was speaking to that he wanted to see a copy in writing. The Navy Fed employee wanted XXXX to accept the match right there on the phone, XXXX said he wanted to look at the rate in writing and see the details. It was a good thing he said that, because the match we received included over {$8000.00} in points that were not disclosed to us over the phone. Again we started writing and calling trying to get more information and to ask them why we were having over {$8000.00} in points added to the mortgage- XXXX XXXX did not have any points. I was shocked that Navy Federal had called this a rate match and tried to slip this under the table. I feel like Navy Federal intentionally lied to us in order to get an additional {$8000.00}. Eventually, after many unanswered calls ( at this point I had called Navy Fed over 20 times and have never at any point had the chance to actually speak with Navy Federal ) and emails, we are sent a second estimate which has the slipped in {$8000.00} in points removed completely, with no explanation. I again asked to speak with someone over the phone, by email. Even without the {$8000.00} in points Navy Feds fees are higher, and I wanted to speak with someone over the phone about it and see what could be done. I was never able to speak with someone over the phone, no one ever called me back. I did speak with a supervisor one time who said that they didnt have any of my documents that they would review them and call me back. They never did. At this point I submit a XXXX XXXX XXXX complaint because I did not know what else to do. I was at a complete loss. Someone from the escalation team called me and refunded our credit report fee. I did appreciate that, however his overall message was that the Navys Feds fees had no room to change. With regards to the rate given to us with {$8000.00} in points which was called a match- he told us this was a computer error and that this should never had been presented to us. The rate we had received was all they could do. I asked him about the {$1000.00} match, he said that because the rate was met- we did not qualify. I asked for details several times on this policy, he sent none. He also communicated several times that Navy Fed employees had tried to call me and I was the one who was not answering the phone. This is false. I have no missed calls from Navy Fed employees during this time, I practically sat by the phone waiting for them to call ( XXXX ). I was insulted and asked to speak with a supervisor. XXXX emailed me. She shared some details about the mortgage process, and I gave her our latest rate lock with XXXX XXXX ( by this time rates had decreased again XXXX. XXXX shared that Navy Feds rate remained the same. I also asked her about the rate match program and asked for information she did was also unable to send any written communication. After our loan closed with XXXX XXXX XX/XX/XXXX, I contacted Navy Federal and asked how to submit our loan for the rate match program. Since our rate with XXXX XXXX was 2.75 %, and Navy Federals rate given to us was 2.8 %, this seems clear that they did not meet the rate match guarantee in which we were told about, however given no written information even though we asked. XXXX eventually emailed me back saying because we locked a rate with Navy Federal, we did not qualify for the rate match guarantee. She sent a document containing paragraphs of rules surrounding the guarantee. I was shocked. First of all, if there were so many rules regarding the rate match guarantee, why werent they sent to us in the first place? Why werent they sent when I asked for the information? XXXX response to this was that she did not know the rules originally and needed to look them up. XXXX is a supervisor of the escalation team at Navy Federal and even she did not know the rules- but she expected a member to look them up. She said that these rules were listed on the internet and therefore we should have known. She also said that even if she had informed us, it still would not have mattered, we did not qualify due to the date of our rate lock. Then secondly- When did we lock a rate? I was never spoken to about this ( even though I called endlessly trying to contact someone ). My husband would not accept a rate lock without speaking with me- this is a big decision. I asked for some written document showing we had accepted. XXXX had none. She said an employee of Navy Federal, XXXX, had spoken to my husband XX/XX/XXXX and ( from notes ) said that XXXX verbally presented the offer to XXXX, XXXX said he accepted the rate match/lock and that he wanted a copy in writing. Speaking to my husband he said he asked more than 5 times to see the match in writing and XXXX said repeatedly that there was no downside to accepting the lock and that XXXX should accept the lock. XXXX said he continued to ask for the match in writing. XXXX said several times that Navy Fed was able to match the rate. Eventually what was sent, after this phone call, was the rate including {$8000.00} in points. Note that this rate was told to us by the escalation team to be a computer error that should have never been given to us. Can a member even accept a rate given in error? The answer, obviously, would/ should be a resounding NO. The only rate we received on this date was this one. XXXX said that she would research my how the rate lock occurred, eventually she responded to us saying that because XXXX sent us an email stating As requested, I have had our pricing team accept the rate match and create the new Loan Estimate. You may view it online, I will also attach below for convenience. Now that you are conditionally approved, your processor XXXX XXXX will be taking over. Because XXXX sent this, and we did not ( in XXXX view ) oppose this statement, we accepted the rate lock. I think this is poor banking practice and this is against the law. I did not understand what XXXX was saying, however, repeatedly via email and on the phone I stated repeatedly my dissatisfaction with the rate and specifically the {$8000.00} in points that were never discussed with us. I have more than 10 emails from both me and XXXX stating that we disagree with this {$8000.00} in points. I would like to know if Navy Federal has EVER paid this rate match guarantee. I do not believe they have, as they have no process to even have a member apply for it. I believe that we are due the {$1000.00} rate lock guarantee and that Navy Federals poor and illegal business practices need to be investigated immediately. As a consumer, we deserve better when it comes to such a large- often times the largest finance decision- of many peoples lives. Navy Federals mission statement is our members are the mission. In our situation, we are two people who have dedicated our lives to assisting the XXXX, we pay our mortgage on time, we wanted to trust and rely on Navy Federal as our bank, we got burned. Navy Federal takes advantage of members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: The company discriminated against me! I sent in requested documents! Received different feedback every time I called. Was told that I wasnt important as other callers were waiting on hold to be assisted! They never sent an official denial letter. They told me that my appeal wasnt honored and wasnt going to be reviewed after advising me of the option. False and misleading information was reported to the credit bureaus! I never spoke to the appeal department or department that actually processes the applications even though I requested to do so! All calls were recorded to reflect inconsistencies!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60707
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I previously had membership with Navy Federal that was closed due to an issue with my membership validation. Now, I have the correct information to show my ability to be a member through my grandfather 's military service. When I called, Navy Federal said there was a security hold on my account. As such, I would need to complete an appeal form and submit it with proof of my grandfather 's service to the security department. I did that. After an initial review, I was told they would need me to send in a form updating my address and proof of my new address/identity in the form of my license and a bank statement. This was not a problem and was promptly sent. To say that I have been given the runaround from Navy Federal and that their security and customer service are the most incompetent, rude and entitled group of people I have ever dealt with would be an understatement. I have been told my eligibility was confirmed, then I was told more paperwork was needed for eligibility, then I was told it was confirmed again. Then I was told by one rep there was never actually an eligibility issue ( which is why I was told they closed my accounts years ago ) and that I shouldn't have filed an appeal. But the next rep said I was correct to file an appeal. Then I was told the form to update my address would be processed first, then the security department would confirm my documents with the updated address ( i.e. ID/bank statement ). I called multiple times and multiple agents said they put notes so that it would be seen that the updated address needs to be processed first then the documents verified. I just got a message that the documents were rejected because they don't match the old address - because nobody ever updated it and they tried to verify it against the old information like they said they wouldn't. Tonight, when I tried to call the security department AGAIN, agent XXXX told me that they were closed. So at this point the bank is denying me an account, won't tell me why, won't confirm my eligibility is established and whether the paperwork submitted is sufficient, did not update my address, caused processing errors by trying to confirm an old address, and failed to explain any of the events logically. That I have to deal with this is appalling. That our military/veterans have to deal with this is disgusting. This is not a credit union, it is an unorganized dumpster. Let me be clear, while Navy Federal has been fined previously by the CFPB for their appalling business practices and they have learned nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Greetings, It is with a heavy heart that I must inform you about my horrific experience with Navy Federal Credit Union ( NFCU ). I am saddened by having to result in utilizing a third party to help resolve my ongoing issues with this credit union. As recently as today ( XX/XX/XXXX ) and on multiple occasions, I have peacefully and patiently reached out to NFCU to resolve two issues. The first issue involves opting in for additional protections on my credit card during my application approval and the second issue concerns inaccurate information provided to me by a bank teller that has adversely affected my credit rating and hinders my ability to obtain services needed during this global pandemic. The issue surrounding my credit card coverage began after noticing that I was only billed for disability insurance and not unemployment coverage should there be a lapse in employment. My application was approved by a NFCU representative via telephone. I was asked if I was interested in credit card protection coverage. I did opt in for both coverage options ( disability and unemployment ) at the time of my application. I was under the impression that the monthly fee covered both products. I recently learned that was not the case. I disputed that information with the representative who shared those details and I asked that they review my application by either listening to the call or producing a copy of my application held in their archives. I requested a copy of the application on multiple occasions after being told by each representative that I would receive it in 5-7 business days. I am sad to report that I NEVER received the requested application or any documentation from NFCU. I contacted NFCU on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. After feeling as though I had no other option, I filed a XXXX XXXX XXXX report on XX/XX/XXXX. Filing the XXXX XXXX XXXX report proved pointless as the person who contacted me was not from the Executive Department or Office of the CEO, but rather a bank branch employee with limited authority. After two long discussions, she told me she unable to assist with the credit card issues. She did not have the proper authority to assist me which led to an impasse. This is still a standing issue. Please note that I am not unemployed. Thankfully, I am employed with the XXXX XXXX XXXX ; however, as the threat for furloughs loom over us, I want to be protected. As a condition of employment with XXXX, we are subject to random credit checks and monitoring to maintain our clearance eligibility. That being the case, I was recently notified by an investigator that there were two occurrences of 30 day late payments on my credit with NFCU dating to XX/XX/XXXX and XX/XX/XXXX. I was baffled and completely unaware so I checked my credit and my personal documentation as I keep detailed records of my interactions with creditors. Pertaining to those dates, there is an issue with the inaccurate information provided to me by NFCU via a bank teller at the XXXX, VA banking location. After returning from an overseas deployment in XX/XX/XXXX, I went to that branch to obtain information about my accounts. I recall my question were specific to how much time I had in order to make the credit card and auto loan payments. The representative told me that I was NOT due for a payment on my credit card at that time and she told me that my past due portion was already covered adding that I had sufficient time before the next payment was due. Again, I had been XXXX, so I desperately needed to be current on all information. Prior to that incident, I was never misinformed by a bank and Ive been banking with NFCU since XXXX. I didn't second guess the information ; however, the teller was wrong. The payment was missed inadvertently based on information that the payment was not due. My payment history will attest that prior to that incident I was never reported to a credit bureau and always paid on time. A similar situation happened with inaccurate dates shown using their payment system in XX/XX/XXXX of this year at the start of the pandemic. In a last ditch effort to follow up and get resolution on the negative reporting from XX/XX/XXXX and XX/XX/XXXX, I contacted NFCU on XX/XX/XXXX. I spoke to a representative named XXXX. She plainly confirmed my worst fears by stating the online system underwent a change that removed the number of days you were delinquent due to inaccuracies with the previous NFCU payment system which encompasses the dates in question. Based on that declaration, I would like those two payments removed from my credit report. It is critical that this gets resolved as this is affecting my job and financial standing. I have tried talking peacefully with NFCU and I have been patient while I get told to wait on documentation in the mail that never came. NFCU claims that their customers are their mission. I have been repeatedly ignored as a customer and I feel devalued. I can no longer stand by and get steamrolled by this credit union that claims to value its members. Each month NFCU sends out an email underscoring that help is available if you are affected by the pandemic, but they arent really helping us or they are being very selective about who they help begging the question of whether discriminatory practices are used in deciding whom to offer assistance. I have kept detailed notes about each encounter with NFCU and I feel I need to share this disturbing information with the proper regulatory local, state, and governmental consumer entities that can put a stop to this treatment. Please assist Regards, Ms. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: https : //leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml? lawCode=CIV & sectionNum=2941 8. ( d ) The violation of this section shall make the violator liable to the person affected by the violation for all damages which that person may sustain by reason of the violation, and shall require that the violator forfeit to that person the sum of XXXX XXXX dollars ( {$500.00} ). XXXX XX/XX/2020 - signed closing documents on REFI MORTGAGE XXXX XX/XX/2020 - I have NOT received my Lien Paid and Satisfied Note. I found out XXXX XXXX that the Reconveyance Record dated XXXX XX/XX/2020 was filed with the county and top left corner of the document said Record and Return to XXXX XXXX at a WRONG ADDRESS!!! That's not my address for this legal document or any other legal documents ... or any junk mail for that matter. That's not my address at all. I think the wrong address is why I haven't received anything. Someone messed up. Will proper documents be filed with the county recorder 's office and sent to me? NFCU won't help me. I have called, emailed, emessaged on their website, over and over. I have records. And, today supervisor just emailed me : " Have you reached out to the servicing department for the paid in full letter it would come from that department. XXXX '' I called from work and was sent to the vehicle loan dept then I held on hold forever ( while calling from work ) I am contacting CFPB because I have no faith that NFCU will fix this problem unless you get involved.
Company Response:
State: CA
Zip: 92131
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am here to inform you that I have no debt obligations with you all and you are in violations with 15 USC 1692 c-i, FDCPA, and TCPA. I am attaching documents to this email support my claims.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: In XXXX of XXXX I reached out to Navy Federal Credit Union and spoke to Ms XXXX at XXXX Ext XXXX regarding my credit card debt that was already many years old. I wanted to seek a settlement. Ms XXXX stated that I could settle the account for {$1700.00} and that the account will report to the credit bureaus with a XXXX balance. Today after seeing my credit reports. NFCU is reporting settled with a balance. I called Ms XXXX to ask why. She states that she never said it would report a XXXX balance. Just that the account is settled for less than the balance owed. I took my entire available funds to clear up an old debt believing that it would clear up a debt. The debt is still there. NFCU has employees that are stating misleading information to people to collect a debt. I obviously would not have entered into an agreement if it would have been explained properly. Ms XXXX purposely danced around the explaination to make me believe it would be cleared up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33634
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A