Date Received: 2020-10-02
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: I am currently on the forebearance plan right now and keeping informing Navy for the last 6 months that my balance keeps going up by a massive amount on all 3 credit reports dropping my score by 100 points. I provided the information to them was told someone was going to get back with me about the issue with the balance increasing every month mine and wife credit report. I am also missing data on the reports were it is not showing current status as part of the Covid 19 relief bill. I made several attempts to file dispute with XXXX, XXXX, XXXX, and Navy federal nothing been done to update the the balance investigation why data is not updating properly and balances. I called several times to Navy federal the reps have a attitude and never get anything resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94544
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I did three purchases of {$52.00} on XXXX back in XXXX from the same seller and turned out he was a scammer. XXXX messaged me the next day saying the sellers account had been removed for fraudulent purposes. I filed a claim with bank ( Navy Federal Credit Union ) thinking they were above XXXX and XXXX. They gave me a temporary credit to my account in XXXX and on XX/XX/XXXX, I received an email from Navy Fed the claim was not resolved in my favor because the merchant had provided tracking numbers. Therefore, I would have to pay the credit back. All they had to do was realize those tracking numbers were not even going to my zip code and the weight was way off. All three XXXX tracking numbers were going to my city, BUT DIFFERENT ZIP CODES. The XXXX representative said all three were XXXX packages, not XXXX. To top it off, I had purchased three gallons of epoxy, yet all three packages weighed no more than 2 pounds. 1 gallon weighs around 8 pounds. All these red flags, proof from XXXX it was fraud, XXXX XXXX representative on the line with Navy Fed that corroborated my story and still Navy Federal did not want to reopen my case and I am stuck here scammed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX : Navy Federal Credit Union, based in XXXX, Virginia, is seemingly subjecting Department of Veterans Affairs Home Loan borrowers to the following egregious behaviors and practices : Truth in Lending Act Violations : Unethical behavior with regard to customer engagement by Navy Federal Credit Union Personnel ( False and Misleading Statements ) Bait and Switch Activities : Navy Federal Credit Union offered general terms and information before applying for the loan, but has continuously changed loan amounts, qualification criteria, timelines, etc. o Complete and continuous inaccuracy in the delivery of their lending practices. Predatory Lending Activities : accepting and processing a refinance application from XXXX XXXX ( borrower ) and charging Appraisal Fee for a refinance that Navy Federal Credit Union could not complete due to internal limits on loan terms e.g. 15 yr. vs.30 yr. term. Seemingly lack of effective internal processes and controls regarding loan application reviews, approvals and/or denials. Lack of timely communication or response. Parties : Navy Federal Credit Union Mortgage Sales and Refinancing Departments. o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Number : XXXX. Borrower and Co-Borrower. Timeline : XX/XX/2020 - Loan submitted XXXX {$2.00} XXXX request ). Assigned loan officer : XXXX XXXX. XX/XX/2020 - Informed by XXXX XXXX that misinformation was given, maximum loan tops out at {$2.00} XXXX, XXXX sends escalation response email ( Attachment 1 ). XXXX - Informed mortgage loan possible if Florida property is refinanced to a conventional loan and VA entitlement is free. XXXX - Reassigned to XXXX XXXX XXXX XX/XX/2020 - Pre-approval letter received. Loan amount {>= $1,000,000} ( Attachment 2 ). XX/XX/2020 - Requested edited pre-approval letter ( remove down payment amount ). Amended pre-approval received XX/XX/2020. Loan amount changed : {>= $1,000,000} ( Attachment 3 ). XX/XX/2020 - Acknowledgement of accepted ( {>= $1,000,000} XXXX offer by XXXX XXXX ( Attachment 4 ). XX/XX/2020 ( uploaded ) - Loan commitment : {>= $1,000,000} ( Attachment 5 ). XX/XX/2020 ( uploaded ) - Loan commitment : {>= $1,000,000} ( Attachment 6 ). XX/XX/2020 - Informed Navy Federal does not allow 30-year mortgage refinance on investment properties. Case escalated to management ( Attachment 7 ). XX/XX/2020 - Reassigned new loan officer : XXXX XXXX XXXX ( Attachment 8 ). XX/XX/2020 ( uploaded ) - Loan commitment : {>= $1,000,000} ( Attachment 9 ). XX/XX/2020 - Email from XXXX XXXX XXXX : Available entitlement and the maximum loan amount : {>= $1,000,000} ( Attachment 10 ). XX/XX/2020 - Email from XXXX XXXX XXXX : Available entitlement and the maximum loan amount : {>= $1,000,000} ( Attachment 11 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: Con man name XXXX XXXX XXXX DOB-XX/XX/XXXX. Has been stealing people identity and con woman to get him personal loans for him. And threatening them mentally and physically abusing them. I am one of the many victims. I have a loan for {$6000.00} with navy federal A credit card that is max out $ XXXX navy federal And many more negative remarks on my credits that are not mine. I made a police report last year XX/XX/2019. Ans this items are still there. The more I investigate the more I see how many people have been scammed by him. Im XXXX I cant get a good score credit to move on with my new life. I had to sell my home now I dont have a home. Can someone please please help. Sincerely XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33029
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2020, I was frauded out of about {$14.00} dollars from my savings and checking account. I received a telephone call from XXXX XXXX, telling me that I was over paying for the membership and they wanted to reimburse me. I gave them banking information to receive the funds and some how they supposedly deposited about {$11.00} into my account.I was duped into getting cash cards and even wired the money to their back being honest in giving the funds back. The whole time, they were cleaning out my account. They told me that they took my money and needed {$5.00} to get my money back, of which I didn't have. I immediately called my bank, Navy Federal Credit Union. I explain the circumstance, sent them documentation of the wire transfer, and gift card transactions. I changed my password, closed all accounts and created new accounts, and new debit card. There were two fraud claims created. Debit card and wire fraud. Yesterday, I received a call from the bank, telling me that all claims were denied, because I allowed access to my accounts. I was only trying to do the right thing not knowing that I was being frauded. My mortgage, auto payment and other bill money was also taken from. I sincerely hope that you can help me get my money back. This was my life 's savings. I'm a Retired XXXX XXXX XXXX, who protected our country, now I need someone to protect and help me out. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19702
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I contacted Navy Federal on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX about my statement cycle posting to the credit bureaus before the cycle ended. Navy Federal informed me that they had a posting error for a subset of Customers in early XXXX that caused them to post incorrect info to the credit bureaus by reporting that they had late payments on their accounts. To fix this issue they re-reported to the bureaus to correct the mistake. However, they included my account in that batch of customers even though I was not impacted in the initial error. This caused Navy Federal to send an update to the credit bureaus for my account on XX/XX/XXXX in mid cycle which was in error because they erroneously included me in the batch of customers who were impacted by the initial late payment error. ( My cycle actually ends on XXXX ) This negatively impacted my and all authorized users on my account credit. Navy Federal admitted that they posted my cycle outside the contractual agreement we have however have yet to correct the error with the credit bureaus. Due to this error I did not have the opportunity to make payments in a timely fashion and was not provided the amount of time in my cycle to make my payment before they made a report to the credit bureaus. The negative impact to my credit report has impacted the interest rate I qualify for on my FHA loan for my home that I am building, costing me thousands of dollars over the life of the loan. Navy Federal also is discriminating against me because they admitted that they are trying to resolve the issue for the first group of impacted customers however refused to address the errors related to my account. So they are unwilling to have fair and just treatment with all customers. If Navy Federal would have reported on my cycle end date then I would have had a XXXX balance and this would not have negatively impacted my credit utilization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I purchased an item from XXXX XXXX in XXXX VA, in the amount of {$200.00} on XX/XX/2020. The item was not as described, I called the merchant and told them about my problem and they stated no refunds. I called my Financial Institution twice to ask for help on getting my money back and they stated they couldn't help me because it was a face to face transaction and closed my case without reasonable investigation. I received no request for additional information nor a provisional credit while they investigate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Vehicle that was under loan from Navy Federal Credit Union was a XXXX XXXX. The XXXX was involved in a no fault auto accident resulting in total loss of the vehicle. Gap insurance was purchased for the vehicle from the lender by the customer at the time of the account opening ( XX/XX/XXXX ). The open auto account should have been closed and paid in full in XXXX of XXXX by both GAP insurance and XXXX auto insurance. Subsequently the customer discontinued payment for the account after notifying the lender/submitting disposition from insurance provider. The lender took an additional FOUR months to close the account, resulting in " unpaid '' balances totaling {$2500.00} ( four payments of {$620.00} ). The lender ( Navy Federal Credit Union ) failed to act in a timely manner to update the application of GAP insurance to the account, and made no attempts to resolve the complaint with the consumer. The customer notified the lender of the total loss in XXXX of XXXX, the account was not affected/updated until XX/XX/XXXX. This irreparable damage should be litigated. In lieu of litigation the customer is seeking for the debt to be waived and removed from the credit report as a means of satisfactory resolution. It is unlawful for this credit reporting to go on, as this debt is the fault of Navy Federal Credit Union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/2020 NF reported to XXXX I was 30 days late for {$12.00} on my Navy Federal Visa card. Up to this date, I was unaware I had a balance or if the account was still even open. The last time I spoke to NF regarding this account was on XX/XX/2020 when their security department informed me that they were closing my visa account because I had not applied for the car and blocking my online access to all of my accounts. I had not receive any invoices on this account nor able to log in online to get my statement. I didn't think I was late because as of XXXX XXXX., NF had reported to XXXX that my account was current. NF is reporting different and conflicting reports to the credit bureau regarding this account. Per NF, the visa account was closed because I had not applied for the card. So why am I being held responsible for an account I didn't apply for? And how am I supposed to know I owed a balance on an account deemed not applied by myself I don't receive statements or ability to get statements online? Why am i being charged {$20.00} per month? What is that {$20.00} charge? It's not a late fee nor interest. My balance has climbed from {$12.00} to {$92.00} in 5 months
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92703
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: Re : Navy Federal Credit Union XXXX XXXX XXXX XXXX, VA XXXX This serves as a written complaint regarding the vehicle financing and trade in policy of Navy Federal Credit Union ( " policy '' ). The trade in policy is needlessly complex both for the consumer as well as for the car dealerships where the consumer may purchase the vehicle from. This complexity causes confusion, stress and has financial consequences for the consumer. Navy Federal ( " NFCU '' ) requires that the car dealership accepts the trade in vehicle free and clear and to subtract the amount of the trade in allowance from the loan check. It is the policy of Navy Federal to close out the existing loan on the trade in vehicle and then to roll that balance over to the new loan. The new balance will contain the previous loan balance as well as the new vehicle loan balance less the trade in allowance. Navy Federal will reject any payment that the car dealership makes to them for the trade in and will return all checks to the dealership without notification. At best, this policy is both unconventional and contrary to industry best practices. At worst, this may be a duplicitous attempt to force the consumer to pay more interest while any issues arising from this confusing policy is resolved between NFCU, the dealer, and the consumer. This forces the dealership to essentially turn what is a straight forward transaction into an overly complex one. Rather than accepting payment for the vehicle that the dealer just sold for the fair market value as well as sending in a separate check to Navy Federal for the vehicle trade in that the dealer has agreed to buy from the consumer which is a simple one to one transaction, in Navy Federal 's policy, the dealership has to accept a loan check payment which is far far less than the fair market value of the car they are selling to the consumer. On XX/XX/2020, I traded in my XXXX XXXX valued at XXXX for a XXXX XXXX valued at XXXX. The car dealership was XXXX XXXX XXXX. The subtotal is XXXX. The existing NFCU Loan for the XXXX XXXX is XXXX. After admin and taxes, the final selling price is XXXX. When the XXXX manager called the NFCU loan hotline listed on the loan check, he informed Navy Federal that he will write the check for XXXX. The Navy Federal associate asked what the trade in was valued at, the manager confirmed XXXX. The NFCU associate proceeded to give the manager the approval code to cash the check. The NFCU associate did not attempt to educate the manager on the policy referenced above. The NFCU Associate did not instruct the manager to subtract the trade-in allowance from the final selling price. This lack of communication from the NFCU associate directly resulted in my new loan balance being XXXX. Which is the XXXX in addition to the previous loan on the XXXX XXXX. This resulted in higher loan payments, more interest accrued as well as a larger negative impact to my credit score. When I realized what had happened, I called Navy Federal. Several associates confirmed on the recorded phone line that despite the miscommunication with the dealer, NFCU would accept any checks that the dealer will send in separately for the XXXX XXXX trade-in. They confirmed on the recorded phone line that NFCU 's back office would know to put two and two together, as simple logic and common sense would dictate. On XX/XX/2020, I called NFCU to inquire if they have received the dealer 's check. The associate confirmed they did receivethe check from XXXX but that they had rejected the check and sent it back to the dealer. The check XXXX sent to NFCU was XXXX. I escalated to NFCU Manager XXXX as to why this was the case. XXXX confirmed that when NFCU 's back office received the check, the check referenced the previous loan balance. Since the previous loan balance was rolled into the new loan, the back office did not accept the check. This is completely contrary to my previous conversation with multiple NFCU associates that promised that NFCU would accept the dealer 's check for the trade-in. XXXX informed me to speak to XXXX and have them reissue the check for the new loan. NFCU did not attempt to contact the dealership to clarify the issue, nor did they attempt to contact me, even though I maintain several NFCU accounts and they have a record of all of my calls with their associates regarding this matter. They also have my current contact information. This lack of care and consideration for their customer is shameful. I called XXXX afterwards and they were just as confused as I. Consequently I have to pay far more interest for a new car ( that is only valued at XXXX ) because NFCU 's overly complex trade-in policy has caused me to carry a loan balance approximately 33 pct more than what the XXXX XXXX ( XXXX vs XXXX ) is worth. I am seeking 1. that NFCU assigns a dedicated case officer to be the direct liaison between XXXX and NFCU and myself. This case officer should work with XXXX expeditiously to ensure that the dealer 's check is accepted, processed, and applied to my new loan balance, thereby restoring the balance to the original intended amount ( XXXX ). This case officer should proactively track the movement of the check as well as all associate back office functions at NFCU to get this corrected. This case officer will readily furnish his direct work number to facilitate all communication between the parties involved. 2. that NFCU cancels and reimburses me for the excess interest the loan is accruing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A