Date Received: 2020-09-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have additional Information to provide under my complaint. Please see the attachment. I also requested Consumer Protection to get a Copy of this cancel check in my name. They refuse to give one to me. My complaint Number is XXXX. Also the the Letter that was date on XX/XX/2020 the Representative told me it was back date since XX/XX/2020. they never have no intention to speaking with me to resolve this issues. I am devasted how I am being treated in this matter. Navy Federal doesn't have no intention to investigate or speak with me. I ask this Office to retrive all documents on these Fraudlent charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21204
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Navy federal credit union, took out XXXX dollars out of my checking account after I found a discrepancy in a dispute on XX/XX/2020 I filed a dispute on some transactions and the rep on the phone I found out later on that this person disputed the same transaction that navy federal credit union already resolved it was a transaction of XXXX that was charged by XXXX fraudulently, this morning I found that my account was charged for an amount of XXXX dollars that I didnt even know that in my account, it put my account in the negative, I had called several people about this issue and know body wanted to help, several people couldnt even keep their story straight over the phone and basically I was being accused and called a liar, I treated badly and disrespected by a supervisor and a manager name XXXX, Im filing this complaint to have this fixed or ill take my business else where. Im not going of tolerate being called a liar when I know what happen to me, my account was charged illegally because someone disputed the same charge after navy federal credit union already resolved I want to speak to executive relations of navy federal credit union, I dont appreciate and Im tired of being treated badly by this credit union I also turn this over to the better business bureau for help, I got hung up on, and told wrong information, I want this resolved and my account credit back, I did not see any thing of XXXX dollars ever credited to my account, please resolve this matter and reach out to me I want the executive customer relations to reach out before I close my accounts with navy federal credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX, I applied for a NFCU account and an auto loan which got approved. I linked my XXXX account and deposited {$40.00} in my account. After the deposit was accepted, my NFCU account displayed - {$5.00}. While I found it odd, I saw this as a clerical or app error that would sort itself out. Shortly after, I lost account access. Again thinking this was an error with the NFCU app, I didnt think anything about it. On XX/XX/XXXX, I spoke to XXXX from the loan department who gave me pertinent details related to my auto loan. The check never came and my account was still locked out so, I called NFCU and got transferred to the securities department. The advisor wasnt able to provide me with any helpful information and only provided a link to file an appeal to XXXX and provide my drivers license and a piece of mail with my name/address. No other information was provided about how this sensitive information should be ingested. No call-outs about special handling of NFCUs email system. I sent the appeal form and the attachments on XX/XX/XXXX at XXXX PST via confidential mode and received an automated response. I waited the 15 business days despite the fact that Im in dire need of transportation during a global pandemic. I patientlly waited 15 business days despite the fact that I havent been able to make necessary medical appointments. I checked both my NFCU account and email - nothing changed. I did receive my NFCU bank card though, which Im unable to use. Today, XX/XX/XXXX, on the 15th business day, I called NFCU again and spoke to XXXX. I explained the situation. XXXX asked if anyone from NFCU reached out to me since then. I said not one person. If Id received an email and asked that I check my SPAM. I explained, besides an automated response from their automated messages and the Agent Signer response on XX/XX/XXXX - Id heard nothing. Not a call, email, no contact whatsoever. In fact, the only time that Ive communicated with a NFCU representative is when Ive had to contact NFCU directly. XXXX transferred me to the securities department where I spoke with XXXX. XXXX was not only rude, condescending, unprofessional, but used several micro-aggressions while communicating with me. Saying things like : I dont know what you want me to do about that. Do you want to answer my question? If youre going to be aggressive then I can place you back in queue. Its unclear why XXXX continued to speak to me with this disgusting attitude and smug responses and expected a positive response. Between XXXX verbal jabs and incessant unprofessionalism, XXXX managed to provide information that contradicted my call with the initial securities representative on XX/XX/XXXX. XXXX said while NFCU received the email, it sat in their queue, never having actually created a case. When I asked why would a NFCU advisor purposefully see an email that needed actioning and do nothing about it. He said Well, you sent a confidential email. I said, Im providing sensitive information via email, I sent it confidentially with two people on BCC who had no issues opening the attachments. He simply responded with I dont know what to tell you, we couldnt open your case because we couldnt open your attachment. I explained that this was not the information that I was provided on XX/XX/XXXX and This expectation was not set by the first NFCU advisor and this shouldnt be a reason to penalize me when the information was sent/received. If theres an issue, a NFCU member could simply respond asking for this information. This in my opinion, is bare minimum steps to take to resolve a member or customer issue regardless of the business industry. Especially if this isnt information isnt readily available to anyone outside of the company. When I asked to speak to a manager or team lead, XXXX flat out refused. I asked if I could speak to another member of his team and he refused to answer. Instead, he responded, do you want to be thrown to the back of the queue ( a queue that has a 35 min minimum wait ) and while I was mid-sentence, XXXX did just that - threw me in the queue. I sat on hold for another 30 mins until I spoke to XXXX. I explained my dissatisfaction with the previous representative, wanted to speak to someone from management, and assured him that I did everything I was told to comply with NFCU guidelines. I asked if it was standard practice for NFCU to handle issues in this manner. To notice theres an issue and not contact the member to help usher along the problem. He confirmed by saying : Youre talking about what you want to happen and Im talking about policy. If you dont want to wait another 15 days, no one told you to send your email confidentially and had you called us earlier you would have known that. Im unsure why this representative continued to place blame on me for not being aware of NFCUs internal knowledge regarding their system and how it ingests confidential information. When I asked him to help me locate this information in the policy, he began to treat me with the same disposition as XXXX. I called again and spoke to XXXX and asked for a securities supervisor. XXXX placed me on hold for 44 minutes. When the hold was up, I was prompted to a survey without ever speaking to to anyone. Not only does the appeal form NOT include this information, but theres no policy or notice on NFCU that explains the sensitivities of their internal email systems. Its inconsistent with their practices if this is the case. When theres an automated email, theres a disclosure or notice that tells customers not to reply as this isnt a means for communication. How is it up to the military member to know this information if the employees paid by NFCU dont provide it? With COVID and XXXX injustices that our country is facing, its astonishing how NFCU is still using pre-COVID business practices and how some NFCU advisors are callous, unprofessional, and down right disgusting. Theres absolutely no empathy or understanding or one-off exceptions even when its the NFCU employees who neglected to provide this information. If this issue is a security issue, theres more modern ways to safeguard accounts without blocking members entirely. NFCU simply cuts off the account with no notice, no contact, and leaves it up to the veteran/military member/family to notice and contact. A member who could be overseas protecting this country and limited time to resolve these matters. Updated practices such as email/text alerts, 2-step verification, etc. Many financial institutions reach out with Did you make this change, Did you make this purchase before cancelling it out. Despite the aforementioned, I find it extremely disturbing that a company centered around military members, go out of their way to treat military members grossly and unprofessionally. Im asking for my bank account to be resolved so that I can purchase a car during this pandemic. If NFCU suspects fraud, why would a member send personal/sensitive information in an unsecured manner? If someone is indeed using their account, how helpful is it for a person to send sensitive information via email and then hold members responsible for wanting to protect the very information NFCU thinks is fraudulent?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95112
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I applied for a mortgage through Navy Federal Credit Union. I submitted all requested documents and 30 days later I have yet to receive a notice of denial, counter, or incomplete application. Ive contacted the company via email several times with no success.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XXXX XXXX I submitted a vehicle loan application and I was approved for {$23000.00} with a 5 % interest rate. I received a call from a representative on behalf of Navy Federal Credit Union requesting a resident card/document. I sent an email with requested documentation on XX/XX/XXXX XXXX XXXX and XXXX XXXX. I was denied, Navy Federal Credit Union could not verify credit accounts. On XX/XX/XXXX I was approved for a XXXX XXXX XXXX the credit account is under my name along with my credit information with Navy Federal Credit Union. The same required documentation was provided with no issues or request of additional information. On XX/XX/XXXX I called Navy Federal Credit Union for clarification as to why I was denied. The representative I spoke to said they asked for my Social Security card but couldn't use it. Therefore, they would need a permanent resident card, or employment authorization card, and/or a bill. When I ask if I provide a bill will it suffice, the representative said no they will still ask for a permanent resident card because my Social Security card said for work authorization only. Now, when I ask why I was given a vehicle loan in XXXX providing the same documentation I emailed on XX/XX/XXXX with no issue and not required any additional documentation the representative could not validate why. I felt hurt and confused, I'm being told they can't use my social security number, but the letter in the mail states they could not verify my credit accounts. Yet, I have a line of credit with Navy Federal Credit Union. I don't understand.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This letter serves as a formal complaint about Navy Federal Credit Union, XXXX XXXX XXXX, XXXX, VA, XXXX - XXXX. This complaint is in regards to disparate refinance application practices, lack of communication, dealing in bad faith, and failure to follow through with closing on our refinance application after granting conditional approval and instructing us to pay for and obtain an appraisal. We first submitted loan documents to NFCU on XX/XX/2020. As of today, XX/XX/2020, NFCU has not closed our refinance. Upon submitting documentation on XX/XX/XXXX, we did not hear from our processor from NFCU until XX/XX/XXXX. Her name was XXXX XXXX. Most of our inquiries to XXXX either went completely unanswered or her responses were delayed for weeks at a time. We were so frustrated that we obtained the contact information for XXXX supervisor and reported her lack of engagement with us. XXXX was ultimately removed from our loan and a new processor assigned. On Friday, XX/XX/XXXX, we received notification that our loan was reassigned to XXXX XXXX, who is the current mortgage processor on our refinance loan. We received our conditional approval from Navy Federal on XX/XX/XXXX. We were instructed to pay for and schedule the appraisal, which we did. The appraisal was conducted on XX/XX/XXXX and we received the results of the appraisal on XX/XX/XXXX. We replied to all NFCU inquiries within 24 hours and submitted all requested documents within 24 to 72 hours of the request. NFCU has pulled our credit reports twice. And still, as of today, XX/XX/2020, they have failed to follow through to close our refinance, or to reply to our inquiries about the delay in closing. During our application process, XXXX also requested that we submit sensitive information via email, which is a practice that could be harmful to applicants. We are asserting that they are engaging in disparate practices, failing to communicate with us in a timely manner ( sometimes not at all ), and not moving forward in good faith. We have complied with all of their requests, including paying for an appraisal, and they continue to be largely unresponsive. We ask that NFCU be investigated for disparate practices, fraud, and applicant mistreatment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44236
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a loan with Navy Fcu. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, and Navy Fcu with no successful resolution. XXXX, XXXX, and XXXX reporting me late. There was definitely an error on their part. I was never 30 days late ( XX/XX/2020 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
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 a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Navy federal credit union calls from sun up to sun down I ask for validation of the debt
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70517
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a loan with NAVY FCU. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, and NAVY FCU with no successful resolution. XXXX and XXXX reporting me late. There was definitely an error on their part. I was never 30 days late ( XX/XX/2018 ) and I was never 60 days late ( XX/XX/2018 )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A