Date Received: 2020-09-29
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: XXXX weeks ago I went into Navy Federal Credit union in XXXX, CA. I spoke with a loan XXXX named XXXX. I explained I have a XXXX XXXX XXXX under XXXX XXXX XXXX XXXX XXXX for 2.5 % and I'd like to refinance with Navy Federal for convience seeing as I bank with them. I told XXXX I applied online and it gave me a rate of 5.39 % however I believed I qualified for an XXXX XXXX discount ( considering I get VA XXXX direct deposit to my account ). XXXX made a phone call to verify that I qualify for the XXXX XXXX discount, got off the phone, and stated that I did. I informed her my rate is 2.5 % currently and if it was much higher it would not be worth my time to transfer the loan to Navy Federal. She asked me what interest rate I was expecting and I said around 3.89 % which is the lowest. She said she understood and that it did not make any sense to double the interest rate I currently have. She gave me a piece of paper to sign with the higher interest and stated she could not do anything currently because I originally applied online and in order to get the check to pay the car off for XXXX XXXX XXXX XXXX XXXX that I had to sign and the lower interest rate would come in the mail, updated, which I needed to sign and return. About a week later I recieved the " updated '' promisory note in the mail for 5.14 %. I went back to Navy Federal and XXXX was standing at the door to greet people. She instantly reconized me and I told her the paperwork did not reflect the interest rate we spoke about. She seemed shocked and stated she could not help me because she was at the door and she would get someone else to assist. Another loan officer, XXXX, came to speak with me. He pulled up my account and stated the original loan interest rate was for 5.39 % and it was dropped to 5.14 %. I attempted to explain that XXXX did not tell me that and I was told it would be in the 3 % range. XXXX stated he placed a request to get a recording of the call XXXX made to the corporate office regarding my XXXX XXXX discount. XXXX stated 5.14 % was with the XXXX XXXX discount. I told him if XXXX had not lied to me about the interest rate I would have stayed at the other bank for 2.5 %. XXXX stated the phone recording request would take max 48 hours and I should be receiving a call back. However, that was not the case. I call Navy Federal back on a Friday over 48 hours later. They stated they were still working on finding the recorded conversation and to expect a call Monday. On Tuesday I called again after not hearing anything back. The lady on the phone stated they were unable to locate the call due to it being two employees and not me on the phone. She stated the note in my account said " resolved ''. I assured her the situation has not been resolved and she directed me to speak with the branch manager at the XXXX location. I went back that afternoon and told the gentleman at the door I wanted to speak with the branch manager. He took my first name and phone number down and told me to sit and wait in my car until I was called. 20 minutes later I received a call from XXXX stating he was ready for me. - note that XXXX is not the branch manager - He walked me into his desk area and pulled up my account without any verification or identification. He stated immediately that there was nothing they could do and that the rate can not be lower. I told him I came here to speak with the branch manager and to make a formal complaint about blatently being lied to by XXXX. He directed me into the branch manager 's officer. She immediately tells me theres no need to tell my story and that she was already briefed. I told her XXXX is sneeky and seemed very shocked about my interest rate being incorrect however has not attempted to fix it or take blame for it being incorrect, and thats all I needed to know about her. I was tossed around for two weeks from different Navy Federal associates and nothing has been " resolved '' as the computer said. She stated she would attempt to fix it and to give her four days. She handed me a {$25.00} giftcard for my troubles and sent me on my way. I still have nothing fixed or any answers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92009
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My Navy Federal account was fraud so i called the bank and they did an investigation and gave me my money back for that fraud but they sent me the money twice to my account and now they want me to pay out of my pockets for something i didnt do
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23607
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I reported to Navy Federal Credit Union on XX/XX/2020 that there had been money transferred out of my account without my knowledge. I informed them of all the information i had, including the person who did the transfers, how she was able to hack into my account, as well as where a large portion of the money was that the company could have frozen at the time till they investigated my claim. From information i gathered on my own because the financial institution would not give me any information, they allowed a large cashiers check to be cashed that was a portion of my money that had been stolen and did not freeze the other persons account until 5 days after my complaint was given. I was told that it could take ten days to complete the investigation and i would be notified after that time of what would happen. The 10th day was yesterday XX/XX/2020. I checked my account today and there was no message for me and there was also no money put back into my account. I called the bank today, XX/XX/2020, and spoke with 2 individuals within the securities department at the bank whom handle the issues and they told me that the investigation had not been completed yet and they could not tell me anything else other then that they would message a supervisor who would contact me within 24 hours. Federal Regulation E states that a financial institution has 10 business days to complete an investigation as long as they are informed in a timely manner, which they were. It also states that if they are unable to complete it within that timeframe that they can extend it to 45 days given they provide a provisional credit in the full amount errored on the account. Non of these things are being done leaving me and my children penniless. please do something to get them moving on this. thanks
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a pay off amount for my HELOC to Navy Federal Credit Union. My account is currently handled by collection. I been calling them all day and my escrow to get the pay off amount. We started calling them morning eastern time ll the way closed on business date. We left a message for the request. Navy Federal Credit Union collection - Mr XXXX my case manager never returned my call and didnt provide the pay off amount. Navy Federal Credit Union gave as a hard time to provide an important document so I can close my house. Navy Federal Credit Union Collection dont have a supervisor to file a complaint. I have so much trouble dealing with Navy Federal Credit Union. They dont provide good service and very unprofessional. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days, and I'm also aware the credit bureaus have been given an additional 15 days which has also past ( exhausted ). I haven't received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53206
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
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: THIS IS IN REFERENCE TO A NFCU CREDIT CARD WITHA BALANCE OF XXXX I HAVE ADVISED CRDEIT REPORTING COMPANIES XXXX, XXXX AND XXXX THAT THIS IS A DUPLICATE ACCOUNT. THEY ALL KEEP VERIFYING IT AS ACCURATE. NFCU HAS CONCEDED THAT IT IS BEING REPORTED INACCURATELEY YET THEY VERIFIED IT AS ACCURATE WITH THE BUREAUS.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75115
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This account was openly fraudulently and the authorized user was add fraudulently as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I needed healthcare for my Veteran son who was going to turn XXXX years of age and age out of Healthcare coverage through XXXX XXXX and XX/XX/XXXX. He also needed XXXX coverage as soon as the XXXX coverage ended. XXXX XXXX XXXX PHONED ME AND ASKED ME IF I NEEDED HEALTHCARE. I said to the representative of XXXX XXXX XXXX what I just typed ... .his name was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I told him my Veteran son XXXX XXXX Just XXXX college and was not employed and was trying to help him and he wanted to get me supplemental UVA BENEFITS but that I did not want to be charged till End of XXXX when XXXX ended. I also said that we were moving and that we were unsure if we would be out of XXXX XXXX and may need family coverage for 3 of the family members. I told him also my other Veteran XXXX XXXX have VA Health and he said heres my number ... I will look into a good health plan for You after he discussed XXXX XXXX XXXX costs with me ... and I said I had to first talk to my spouse. That was XX/XX/XXXX. XX/XX/XXXX I called him and he returned my call from message I left and text to call back. He spoke to my husband and said after discussing coverage for healthcare supplemental that he would need a routing number and checking number. XXXX XXXX wanted to use a credit card But XXXX XXXX said No! He could only use checking infor for billing. We said we did not want to be billed prior to XX/XX/XXXX. He said not a problem. So HE LIES!!! But we did not know he lied. So he was a nice guy and then we got more coverage for the family and what happened was that everything he said would happen ... PACKET IN NAIL AND MEMBER CARDS ... NEVER HAPPENED. Email and that was it. And the providers were not in network that were sent. Membership for {$170.00} came out of checking # XXXX Navy Federal Credit Union XX/XX/XXXX and XX/XX/XXXX ... {$75.00} And still we had no member cards. He never returned calls! Then when XXXX called him it was XXXX XXXX CALLING XXXX XXXX and suddenly the number is now XXXX XXXX XXXX XXXX XXXX XXXX Never got the member packet nor the membership card in the mail. {$330.00} + {$20.00} for XXXX XXXX on XXXX credit card for healthcare and providers they charged us for but providers we had to pay for but they never told us! The XXXX XXXX XXXX never sent member cards either. Would not answer the phone and long hold times that disconnected. I had to spend 20 hours over 5 days and finally got through 10 minutes before they closed on a Friday. The other insurance called XXXX because he left a message to call him from the XXXX XXXX XXXX XXXX XXXX said to call that no one ever answers! So then another number was XXXX XXXX XXXX XXXX XXXX and she cancelled XXXX XXXX XXXX XXXX XXXX ... was cancelled by XXXX from the XXXX XXXX XXXX when I waited 23 minutes on hold. XXXX XX/XX/XXXX and XXXX cancelled on XX/XX/XXXX / XXXX But the other I was told from XXXX at XXXX XXXX that there is an Insurance Management Group for Market Place and there they become a Biller third party and called I XXXX XXXX XXXX XXXX XXXX again will not answer the phone! I CALLED NAVY FEDERAL CREDIT UNION AND ASKED THEM THE CHARGED ON MY # XXXX account checking joint for {$170.00} {$75.00} And I was told that the charges all from the same biller began on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and I XXXX XXXX XXXX Banker asked me to phone the biller to see if I could get them to cancel. XXXX XXXX said they are with XXXX XXXX and they would never use 3rd party for insured health members because they go through underwriting with The Golden Rule. So here this guy XXXX XXXX scammed my family and 2 Veterans out of nearly {$750.00} and my son another {$350.00} or more and through this biller on my joint account I XXXX XXXX XXXX even tried to charge again XX/XX/XXXX For {$75.00} after I closed # XXXX and opened # XXXX and NAVY FEDERAL CREDIT UNION RECEIVED A LETTER STATING WE AGREED TO TGE PURCHASE OF SERVICES. YES!!! HEALTHCARE!!! Not ... CAR INSURANCE!!! But the services for what we paid? Was for nothing! We had no coverage for Our Son XXXX because it is FRAUD! So Navy Federal would not credit our checking account for the XX/XX/XXXX charge {$170.00} Nor tge XX/XX/XXXX charge of {$75.00} because they said we agreed. We did not agree to the charges before XX/XX/XXXX and certainly not for car insurance ... if that was even provided as I doubt. I only called the number from the email XXXX received XXXX Its awful that Navy Federal told me that they would dispute it and refund it and then say they would not and it is the only fraud charge J ever reported in all my life with any bank and I am XXXX years old. My husband is XXXX and we were taken advantage of as so many are. Bring that I XXXX XXXX XXXX ARE FRAUD LIARS AND DO NOT PROVIDE TGE SERVICES BILLED FOR XXXX XXXX XXXX It is shameful. It did not cost the bank anything to see the truth here from the cover up lie. If I received services ... where are my member cards. Why didnt the bank ask for proof they sent me membership cards for healthcare that never happened. I was told I had been approved for XXXX XXXX XXXX! Then I was told XXXX XXXX XXXX! Then it was XXXX XXXX and then UVA SUPPLEMENT FOR TGESE REASONS ... NAVY FEDERAL CREDIT UNION KET ME DOWN. Never was I told when opening account that 60 days to dispute item. But. Besides all that ... I wou on d not have cancelled waiting waiting waiting for my member cards and provider list they had ne pay for? Those fees were on a credit card and the company cancelled those but the bank closed my account and opened another and would not fight to get my money returned to my funds of {$170.00} and another {$75.00}. It is really bad. Thank You XXXX and XXXX XXXX My son XXXX XXXX still has not received his cards and likely will never either. XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: My grandson, XXXX XXXX, and I have a joint account with Navy Federal Credit Union. I thought when I told him to open his own account the beginning of the year that he did that, but no one said anything to me that it was still joint, and instead of me being 'primary ' he is now 'primary ' at the age of XXXX. He does not have any understanding of these matters and the repercussions of this. So when he went into debt because of a check from the state of XXXX, they never contacted me about repayment plans or any letters regarding the situation -- they sent letters to my grandson in XXXX but I am in XXXX and received no communication about what needed to be done. Here 's what happened regarding the check. On XX/XX/XXXX he was sent a check from the XXXX XXXX XXXX XXXX XXXX in the amount of {$2100.00} which was from the XXXX account. He promptly deposited into his account and paid some bill and within 2 days the money was taken back and he was in debt by {$1700.00}. The check came through the XXXX XXXX XXXX and they are the ones that pulled it back. My grandson XXXX XXXX tried calling unemployment as did I about this. He even went down to unemployment office and they told him that once he filed his weekly claim that he would be reimbursed. But he was locked out of his account and unable to get any help from the office to get back in and was unable to get through by phone. Finally I was able to get in touch with unemployment in XXXX and talked to someone about his account but the follow through of help never happened and he still has received no unemployment help. Then in XXXX we were able to get ahold of someone else at unemployment by phone and she finally said that they would look into what happened to the money and why it was pulled back -- we sent her all the information on XX/XX/2020. Her name is XXXX and the only way to communicate with her is by FAX -- XXXX. We sent her a followup letter yesterday but still have heard nothing from her either. She told us that this is a FRAUD investigation since no one knows exactly why the check was returned or where the check and money went. So far my grandson has received NO HELP AT ALL FROM XXXX WHERE HE LIVES AND WHERE HE HAS BEEN MOSTLY UNEMPLOYED SINCE THE PANDEMIC BEGAN. I HAVE HAD TO SUPPORT HIM! I have told all this to NFCU but they still closed his account and have taken {$500.00} of mine, saying this was STILL a joint account, to pay open this debt and it will reflect on my credit record as well. This is not fair -- especially if it is a FRAUD investigation. I thought they were to freeze everything until the investigation is over, but in fact they want me to make payments on this debt and in such a bizarre way. I said I could pay {$100.00} a month and go to my local NFCU each month to pay this, but they want me to do a direct deposit in a specific way as if going to the CU each month is not sufficient, even though they have taken my {$500.00} which I need to pay rent. Right now my grandson is still dependent on me to pay his rent and for food since even though he applied for help from XXXX more than once he has NEVER heard back from them. All this in a pandemic is wrong!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I was preapproved for a auto loan by Navy Federal Credit Union. While car shopping i stopped at a used car dealer called XXXX XXXX XXXX. They advised me they had the truck I wanted coming in and when they got it in, I would receive a phone call. They held on to my preapproval letter and my check. I never received a call and left for training. I later found out that my preapproval letter was cashed for the total loan amount of {$21000.00}. I was contacted by Navy Federal who was inquiring about the Title for the vehicle that I never received. Navy Federal Rep advised me that they did not know why the check was cashed because that dealership was blacklisted by Navy Federal. I went to the dealership to get some answers and found out that the dealership was closed down. I was told by Navy Federal Reps that they could do nothing. I reported the Fraud to XXXX Police who investigated the incident.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01905
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A