Date Received: 2020-09-18
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I paid off the loan in XX/XX/2020 but they are rude and not responding back to me and they didnt process my payment twice over course of 72 month auto loan they put payment to different account and slammed me with XXXX in late fees and XXXX in interest on late fees I have over paid them by XXXX dollars and they have ruin my credit by reporting at end loan 90 days past due and I have pay now clean my credit up 130 month costing me they refuse send me title and I paid them XXXX for XXXX auto loan and they keep giving different figures and have been discrimatory to me over phone as XXXX veteran, my credit has dropped over 130 points because of navy federal credit union
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33030
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear Ms. XXXX : Re : ( Loan Number XXXX ) On XX/XX/2020, I closed on my home located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX MD XXXX. I am still awaiting the gentleman who I initially spoke with regarding buying down the points during the mortgage process when I was informed by Ms. XXXX I could not even though I had the funds to do so. I asked the gentlemen from your office to listen to the telephone calls and look at the emails when I requested such and I was informed by Ms XXXX I could not but. She just did not want to listen to me and I found that very disturbing especially when I tried to explain to her I could buy down a point to make my mortgage points 2.25 %. I just feel had XXXX switched me to a different Loan Officer as discussed in person at the XXXX Virginia XXXX, all this miscommunication on MsXXXX XXXX could have been avoided. I do understand there are two sides to a story and the truth but if we could not work together because of her waiting to be superior over her consumers including me, then why would I have requested a meeting with XXXX and he agreed to switch me to another Loan Officer which never materialized and I felt my back was up against the wall because I was afraid to ask for another Loan Officer as XXXX has already promised me and I could feel the tension working MsXXXX XXXX because I assume that her manager XXXX or XXXX had alerted her that I a problem with further working with her, as I did not want her to cancel my mortgage loan as we were homeless at that point as my wife is a XXXX XXXX XXXX, so I could not risk Ms XXXX potentially canceling our loan and we could have been left out living in a hotel indefinitely. Unfortunately, my Loan Officer MsXXXX XXXX fell short of my expectations and could have informed me while she was working from home during several request to have my interest at 2.25 % buy purchasing or buying down a point. I was told that she would get back to me regarding this but she failed to do so and I did not want to seem like I was bothering her because she already presented an attitude towards me when asking vital questions pertaining to my loan and her actions were evident during my closing when the closing agent was taken back on how disrespectful she was towards her and myself. I had asked her several times about buying down a point because I had enough money in my both bank accounts, ( XXXX and Navy Federal. Combined in both accounts was $ 28,000+ for closing and any additional services such as a point buy down. Again my Loan Officer did not perform well and provided me with inadequate services. Although Navy Federal did refund my Appraisal Fee, I wanted to by down my point before the mortgage rates had dropped after my home purchase, I had inquired about buying down appoint throughout my home loan process. Had she been more forthcoming and informative regarding the point purchase that I inquired about on several occasions I would not have been contacting you or the Banking Commission to file a complaint. On a couple of occasions, I requested to speak with her Area manager XXXX, leaving telephone messages, in person massages and calling the XXXX number for someone to have him call me back, regarding the point buy back but he never returned my call. As a result of MsXXXX XXXX negligence, I was afforded the chance to buy down a percentage point, that would have lowered my home loan mortgage payment. To resolve the problem, I would appreciate you changing my loan percentage rate to 2.25 % with allowing me to buy down a point. I would also like to be able to re do the paperwork for my VA Loan, to reflect the new interest rate of 2.25 %, should you afford me the opportunity. I look forward to your reply and a resolution to my problem and will wait until XX/XX/2020, before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at XXXX XXXX XXXX XXXX. Sincerely, XXXX XXXX, XXXX, XXXX, XXXX, Retired XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I contacted NAVY FEDERAL CREDIT UNION about the compromising of my ssn of which accounts were fraudulently opened in my name. I am a victim of Identity Theft. I contacted the Federal Trade Commission and filed a complaint # XXXX and contacted the police department and obtained a police report # XXXX in which I have provided the company along with my dispute. FCRA 605B ( 15 U.S.C. & 1681 c-2 ) states that these accounts must be removed within 4 Business Days of receipt. The company has yet to remove and block these items which are fraud and which are violating my rights.ALSO, I also want to add that this is an ongoing issue as the referenced accounts were deleted and blocked and then re added by changing information on the alleged debt. I would also like to add that the company is changing information on the debts such as amounts and account numbers just to add the debt back which is in violation of my consumer rights. The following accounts are as follows 1.NAVY FEDERAL CU {$16000.00} XX/XX/XXXX original account number reported as XXXX now reporting as {$16000.00} XXXX 4.NAVY FEDERAL CU {$1700.00} XXXX original account number reported as XXXX. Now reporting as closed no payment due and account number XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2020 a dispute was entered for the amount of {$53.00} for the XXXX XXXX of on my credit card with Navy Federal Credit Union. The items ordered were 3 XXXX XXXX, 100 % human hair, 1 donor XXXX XXXX. What was received was 2 alike XXXX XXXX not ordered and synthetic XXXX XXXX. With no lace frontal at all. On the dates of XX/XX/2020, XX/XX/2020, and XX/XX/2020 I called to reference claim number : XXXX. On the date of XX/XX/2020 I called the customor service number at XXXX and got XXXX no reference number or specific employee identification could be provided. He ( XXXX stated ) that employee id information could be given to me. I then asked for him ( XXXX ) to e-chat his supervisor. I was then told there was no one else I could speak with other than him ( XXXX ). He then began to say he did have a supervisor XXXX that wasn't willing to assist with the matter at all. As of XX/XX/2020 dispute has still not been assigned to an investegator.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27613
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I applied online for a Cash Out Refinance Loan from Navy Federal Credit Union ( NFCU ) and was required to fee for the credit check. Based on their product offering pages and application it seemed like NFCU offered this type of loan, so I completed the application and paid the required fee. A few days later, the loan officer from NFCU ( XXXX XXXX ) informed me that NFCU does not offer this product and was going to withdraw my application. After our conversation, I realized I should have asked for a refund since the product was not offered. This product seemed like it was and I won't have applied if it was not available.I attempted to contact loan officer multiple times after - through email and phone, but she didn't not return any of my messages. A few weeks later, I spoke to another representative ( I didn't get name ) that told me she was processing the return payment and that it will take a few business days. I waited over a week and nothing was returned/credited to my account, so I called in again. I spoke to another phone representative, who told me nothing had been processed and they need to get authorization from loan officer. The representative told me they can not get a hold of my loan officer, so I should call back and ask to speak to them directly. I called back a few days later to ask for a supervisor, but they weren't available, so I was given 2 names ( XXXX XXXX and another but I can't find my notes ) and the rep asked either of these supervisors to call me asap. About 2 days later ( XX/XX/XXXX ), I called back to speak to one of the supervisor to get an update on refund, and spoke to her. XXXX said she was going to process the refund and that I would see the amount in my account in a few business days, but may take a little longer since it was a holiday weekend. On XX/XX/XXXX, I checked my account and still did not see the refund, so I called back. I left XXXX a voice message asking for her to return my call so I could get an update. I didn't receive a call from her, so on XX/XX/XXXX, I called back to get an update, but she was not in the office. The phone represenative did confirm the application does give the option for a Cash out Refinance loan on investment properties, but NFCU does not offer them. I am submitting another complaint with NFCU.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75252
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I filed bankruptcy on XX/XX/19 and included my checking account balance my savings account remained open. I had my unemployment direct deposited into my savings account and my whole check was taken for the balance on the checking account which is no longer open.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53223
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a previous account last year that was overdrafted by a few dollars that I was unable to pay at the time. The company charged me {$30.00} in fees daily until they closed my account in XXXX last year. I received a letter that the account was charged off. This year I was able to open up another checking account of which I had called and talked to the charge department about the incorrect balance owed. They were supposed to be reconciling the fees and sending me the new amount owed. When i deposited money into my new checking account, the charge department took {$800.00} from my new account for the old account. When I called and tried to get some understanding as to how they could even do this if the account was charged off, they told me that they could do whatever they wanted if I owed them. The rep was very rude in telling me that I can't tell the company how much I owed them, that I had to pay whatever they told me and they will not refund the money to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
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 have a credit card with navy federal credit union with a XXXX limit ... my due date always falls on the 5 of each month ... on XX/XX/XXXX I paid my balance off which was XXXX dollars ... how ever I paid XXXX ... I notice my available balance became available but it was still saying I owed XXXX ... next 3 days still didnt update ... I called and ask whats the problem ... .It was told to me there system was updating ... .next 2 days no update ... I called again because it was saying I was delinquent and was given a late fee ... It was told to me there system is still updating and it will be corrected ... Next thing I checked my credit and they have reported I havent paid my credit card ... also its saying I used up 100 percent of my available credit ... which isnt true ... my credit has drop 100 points ... .which my credit was at a XXXX ... Ive contacted both the bank and credit agencies and they are refusing to fix it ... They have also falsified when I made my payment on my credit card and deposit ... need help in correcting this issue this is criminal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I sent a certified letter on XX/XX/20 to Navy Federal disputing an account being reported on my credit report as me being an Authorized User on a account, I have never had or been in possession nor asked anyone to allow me to be an authorized user on their Navy Federal account and would appreciate your help in correcting this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Navy Federal doesn't value its Customer experience. I have been a Navy federal member between 4-6 years. During the pandemic this has been one of the ABSOLUTE WORST EXPERIENCES in my life with any company. I was contacted XX/XX/2020 regarding unauthorized usage on my account. As a result I removed the online banking updated contact information and proceeded on. Due to the fraud I call Navy Federal via phone daily to manage account. I have had countless issue where representatives misinform me about my balance, over draft fees and how to efficiently manage the oops balance. There are little to no notes left on the account so when calling you have to explain from start to finish each and every time. Last Wednesday XX/XX/XXXX I was attempting to with draw funds from ATM and was informed funds were insufficient. After calling navy federal I was informed that the temporary claim on my account was reversed due to me not responding. When I verified the method of out reach used I was provided an email address that was updated and requested by me to change during the online fraud issue due to me not having access to that email any longer. Due to the reversal My account was over drawn and nothing could be done even though I called Tuesday XXXX XXXX and was NEVER informed there was a pending reversal. I then received a deposit from my employer of $ XXXX on XX/XX/2020 which the first thing I did was call into Navy Federal and request a transfer to clear the overdrawn balance which I was told was {$500.00} I transferred $ XXXX to which I was told my savings account was left with a balance of $ XXXX dollars and checking about {$1000.00}. The very next day XXXX XXXX I withdrew {$140.00} from the ATM to which I was informed that my available balance shows as {$63.00}. I called to speak with 5-10 representatives including management staff and was transferred between departments and requested to escalate the issue. Unfortunately the company did not leave notes causing me to have to re-explain the issue, I was informed there was no notes left regarding the transfers or anything else I requested since XXXX XXXX. I then attempted to escalate issue higher and was informed that was not something that can be done directly to reach escalations team a note must be left, this was told to me after some one had already transferred me to the escalations team to speak with XXXX. I was told by the same supervisor that she doesn't know this person and could assure me that I was never transferred to the escalations team. I would like all calls on my account puled from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A