Date Received: 2020-08-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I tried to use my debit card which was declined. I contacted the bank to find out what the issue was and was told my account was frozen due to an XXXX loan and that I needed to speak with security on Monday. I contacted the security department this morning only yo be told that they received a call from a federal agency to freeze the account. The agent also stated that they can not due anything until they receive a subpoena. She also stated that she could not provide me with an additional information and that there was no time frame as to how long it would take for my funds to be released. She verified that my business was legimate and registered with the Secretary of State.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
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: Hello, Reference case XXXX. I have new information. NFCU has no respects for your agency and even less for a consumer like me. I submitted case above on XXXX XX/XX/2020. When the systems said NFCU was still looking into it. I took it as truth and waited. NFCU had already made their decision XXXX XX/XX/2020 which I wrote a response to their decision on XXXX XX/XX/2020, before I filled the complaint. See attachment 'Letter to NFCU. On XXXX XX/XX/2020, I inquiry on the status of the dispute. See attachment 'NFCU response ' screen capture from their messaging system. They don't allow things printed from their messaging system. They have made up their mind but have not updated your system. They have made up their mind back in XXXX XX/XX/2020. NFCU has collected money for a merchant who charged me for things to this day I do not have. The proof the merchant provided to NFCU was an invoice for items not sent to me but an address I don't know and signed by someone I don't know. I never authorized it sent there nor received by this person. Yet, this bank thinks that it should collect money for this merchant and have me pay for it. V/r,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23238
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was told in XX/XX/XXXX that I would not be allowed to have a debit card for a year because of a county activity with my debit card. Last month in XX/XX/2020 my husband was notified of the same thing. I attempted to appeal the decision they denied it. The nearest navy federal credit union branch is over an hour away from my house. They informed me that I can write checks or with draw cash at my nearest credit union. Given the corona virus and that the virus is transmitted easily no one want you to use cash. This is why I appealed to navy federal they still denied my appeal so though I have money in my account my options are to wait 3-5 days for a transfer or drive an hour away with XXXX kids XXXX and under and take them inside to the nearest branch every time I need money. That isnt safe or even do able for my family on a normal day let alone in the middle of a pandemic.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63366
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My accounts was frozen due to my bank stating it was a fraudulent deposit because the company that deposited the loan did not use my name they use numbers as they do for every loan, I have all business information to prove I have a active business I also have approval letters from The loan company that my loan was approved and it is in deed my loan in my name, the bank asked for my EIN number so that they can verify that I have a business I provided the information she then asked where did you get this number from its fake it dont exist she basically called me a liar I had the IRS fax over a copy of my EIN number in which they still stated its not registered with the government how is that possible if the IRS has it, The IRS was able to verify my business start date as well address so how is it possible that when I provided my bank with my information they are saying Im lien this is destroying my reputation as well as causing my business more damage that loan was relief to help pay employees as well as other things concerning my business and to have my bank freeze my account and tell me I can never use the account again or even open another account I feel is humiliating and unfair and its not right due to the accusations of fraud being false I plan on getting a lawyer involved with this matter the way I was treated was very unprofessional and to call me a liar when I have proof and provided proof is unacceptable. One rep told me the freeze was placed because I had my loan deposited into my personal account I didnt know Navy Federal Credit union offered business accounts so she stated she can get me started with a business account and transfer my loan into my business account then the freeze would be lifted but I am in XXXX with no business information on me so I had to contact the IRS which led to me losing the first rep that I was speaking with at Navy Federal Credit Union I asked for her direct extension she stated that they didnt have extensions and it was no way I could get back in touch with her, so once the IRS faxed over a copy of my EIN to The XXXX hotel I am staying in, in XXXX I immediately called Navy Federal back to provide the information in which the second rep stated I was making it up I am in another state with no access to my accounts she didnt care I told her I was going inside a branch she stated that I couldnt the account will remain froze and my Loan will be sent back to the company that deposited it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I, XXXX XXXX, applied for a mortgage loan application with Navy Federal Credit Union on XX/XX/2020 with XXXX XXXX XXXX XXXX XXXX who is my loan officer. I received a pre-approval on XX/XX/2020 for {$160000.00} as I was asked by the loan officer for the price point that I suggested. While looking in the market I wasn't able to find anything so I requested an increase for the pre-approval amount of {$200000.00}. I was granted the pre-approval increase with my XXXX saving account of {$10000.00}, business income from XX/XX/2020 - XX/XX/2020 totaling {$7700.00}, and employer 's income with the pay stubs given and I began my home search. I submitted all of my documents to the loan processor XXXX XXXX ( XXXX ) who called me and went over and reviewed all of my documents with me. XXXX days later I kept emailing her and she went ghost and suddenly disappeared. After a week and half later of multiple calls and unanswered email, I finally received an email from XXXX " XXXX '' XXXX ( XXXX ) saying he is taking over my loan application as XXXX fell ill but he can't find none of my paperwork. XXXX then asked me to resend all of my paperwork to him. That was frustrating as all of my paperwork was uploaded into Navy Federal system so how did my paperwork all of a sudden disappear. I took time off to put all of my paperwork together again and uploaded and forwarded it XXXX XXXX XXXX more time. It is frustrating all around to deal with XXXX XXXX who does not respond to email immediately. XXXX respond to my emails after every XXXX to 3 days which is exasperating for a minority female like myself. Everyone of Navy Federal employees has been treating me unruly as if I am worthless and unethical. I found a property at XXXX XXXX XXXX XXXX, XXXX XXXX, FL for {$190000.00} and put in a contract with a closing date of XX/XX/2020. I received a denial on XX/XX/2020 stating the " income insufficient for amount of credit requested. '' Since I did not disclose my other saving account because I did not know I would have needed to mention it so I decided to appeal on XX/XX/2020 and state my income in my checking account with XXXX XXXX that totals {$15000.00}. The loan processor sent the appeal package with the paperwork showing my XXXX XXXX account, a XXXX XXXX XXXX sheet for my business income, my XXXX account balance, and my updated pay stubs on XX/XX/2020. I received a letter dated XX/XX/2020 stating my loan application would remain denied again due to lack of income. The loan application was denied XXXX days prior to any review of my documentations that the loan processor submitted on XX/XX/2020. XXXX XXXX reviewed my appeal documents and with his expertise in his loan processing field advised all documents are sufficient and we should not have any problems. Why was it denied on XX/XX/2020 when the appeal package was submitted on XX/XX/2020? What is the reason for the denial and the XXXX denial was made prior to the documents being received from XXXX XXXX. I feel discriminated against because of my XXXX American ethnicity and my XXXX XXXX XXXX age limit. There is no reason I should have had to submit my loan documents XXXX times. I have been stressed out from the moment I was asked to resubmit all of my paperwork again with a major Fortune XXXX mortgage company that I uploaded all of my paperwork to after XXXX XXXX went unexpectedly missing. How can an application get denied prior to being reviewed with all the necessary appeal paperwork? The appeal package was sent again on XX/XX/2020 and the application got denied on XX/XX/2020 for the XXXX time. That was the XXXX denial letter I received prior to appealing. This is absurb and ludicrous. I will not stand for this type of treatment. I am being discriminated against for unknown reason that will be discovered. I advised XXXX XXXX to please forward all of my paperwork to XXXX XXXX so I don't have to submit them again to another loan processor because they are missing and nowhere to be found. To mentioned, XXXX XXXX decided to send me an email at XXXX on a Friday afternoon prior to going on a week long vacation. This behavior goes to prove that he purposely sent the email at the end of his work day and eliminating himself from working on my file for the upcoming week saying he will be on vacation. This happened to someone else who advise me this is how the underwriting department operates. I was told by a previous client that their loan application was randomly closed without any contact to them or their realtor. They have employees who are twirling their fingers at their desk and not doing their job causing me major XXXX and flaring up of my anxiety. I work hard for a minority female like myself. I work over XXXX hours a week, I own my own business, and I am very devoted and meticulous about my credit profile. Therefore, I should not be treated as if I am unethical or immoral. I emailed XXXX XXXX XXXX my original loan XXXX XXXX on XX/XX/2020 advising can he please gather all of my paperwork to avoid my paperwork from disappearing. First, all of my paperwork all of sudden disappeared. Secondly, the loan processor got sick and my application had to be transferred to another processor. Third, I had to regather all of the documents and resend for processing because my paperwork had vanished and none of my documents could be located. Fourth, I receive a denial letter and I submitted new evidence for an appeal and my application gets denied again after a few days without the appeal paperwork ever being reviewed. I have provided and given all necessary information to process my application and yet my paperwork is being thrown around in an office without proper processing. I want my loan application to be reopened and processed correctly. I am contacting an attorney to report this horrible experience I had to endure with Navy Federal Credit Union Mortgage XXXX XXXX department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navy Federal Credit Union has violated the Dodd -Frank Wall Street Reform and the Consumer Protection Act. Specifically by demanding and lying about payment. They are reporting false statements to the credit reporting agencies and i quote " Paying under a partial payment agreement " There's absolutely no payment agreement, I'm demanding a physical copy of this so called agreement. Here 's the correct history inwhich still doesn't make sense. Account opened XXXX, Then they say last payment was on XX/XX/XXXX. And the report also stated that this account closed XXXX, excatly one month later. Then at the same time the account was closed. Again Navy Federal Credit Union has violated. In XX/XX/XXXX this account was removed fron my creut file, but then reinserted back on my credit file inwhich was illegal if you didn't notify the consumer of this within 5 business day. And again no one notified me about doing so. Im demanding that Navy Federal remove this account immediately from my credit file. Please remove the following 1 ) Navy Federal Credit Union
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63139
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: applied for a mortgage with Navy Federal Credit Union in or around XX/XX/2020 all required documents were submitted. Loan processor request LETTER OF EXPLAINATION and PAY STUBS which was submitted as well. underwriter response denied loan stating what my DTI were excessively high. after receiving denial letter I was confused by their boiler-plate response, see : Attached. no details regarding actually reason for denial- my highest debt would be a mortgage with NAVY CREDIT UNION on a owner-occupied duplex.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Im a XXXX XXXX, I applied and was approved for a ppp loan, my funds was deposited into my navy federal personal checking account and they decided to freeze my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: I originally financed my vehicle with Navy Federal Credit Union and was looking to trade in the vehicle for another one. I made a preapproval loan application with Navy Federal around XX/XX/XXXX and was approved a vehicle loan. At the time, I had not found a vehicle, so I had not collected the preapproval check from the branch. Approximately a month later, around XXXX XXXX, I had identified a vehicle and had called Navy Federal to see if my preapproval check was still available for pick up. The phone representative told me that it was. I went that evening to the branch located at XXXX XXXX XXXX XXXX, XXXX, VA XXXX. When arriving, I assisted by XXXX. He went over the preliminary loan information, such as how to complete the preapproval check and what the dealership needed to do once I provided them with the check. During this conversation, I noticed that the check was for approximately {$25000.00}, rather than the approximately {$38000.00} I was initially approved. I asked XXXX about the different amounts, and he attempted to explain the institution 's practices and reasonings for the deduced required amount. XXXX told me, that because my original loan was with Navy Federal, the bank would " pay itself first, '' then apply the trade-in value to my existing loan, which would leave me with a balance. I did not fully understand and continued to ask clarifying questions. XXXX said, " I know. I work here, and it confuses me. '' He said, if I needed a little more, I would call Navy Federal to ask for another check. After that, I left the bank with the check. A few days later, after researching the internet for more information, I called Navy Federal 's XXXX number and spoke to a vehicle loan specialist to ask additional questions. In this conversation, the representative provided me with similar and contrasting information. The similarity in information was that my trade-in value would be applied to my existing loan with Navy Federal. The contrasting information was concerning interest rates. The representative stated that they could not provide me with that information without knowing the miles and year of the new vehicle. Using the information provided, I negotiated pricing for my new vehicle. Once I had settled on a price for the vehicle, I called Navy Federal XXXX number again to inquire about the interest rate based on the information that the previous representative told me they would need. During this call, the loan representative told me that my interest rate would be determined based on my credit. This was confusing because I had had the check to submit to the dealership. It was my understanding that the issuances of the purchase check, meant that the lender had acknowledged creditworthiness. I explained this to the representative, to which she stated it would be based on vehicle information. I told her I had identified a specific vehicle and had the exact information they needed. The representative also read additional loan clauses and information they provide to customers, which was hard to follow and understand. I then asked more questions for her to clarify the confusing terms, and asked her to help me understand the information using existing figures ; she agreed. She said she would be more than happy to help me, because " She works there, and it was hard for her to understand because it is extremely confusing. '' She told me ( using approximate figures ), my existing loan with Navy Federal was {$13000.00}. The dealership offered {$9000.00} for my old vehicle. Navy Federal would use that amount and deduct it from my existing car loan, and the remainder of {$4500.00} would be applied to my new loan. Using figures made the process more understandable. More importantly, it gave me a false impression that I was making an informed financial decision. I contacted the dealership again to acquire final pricing, which did not appear as Navy Federal had explained it to me. So, I called Navy Federal to ask for assistance with verifying the accuracy of the dealership initially proposed final costs. The representative told me that the dealer 's numbers were incorrect and that I could ask them to call Navy Federal 's XXXX number for assistance. This is what I did, and the dealer sent me a second final cost sales sheet. It was determined that the cost of the new vehicle would be approximately {$28000.00}. However, the original check was only for {$25000.00}. Remembering what XXXX had initially told me, I contacted Navy Federal again to ask for an additional {$3000.00}. When I called the XXXX number to ask for the additional funds, the representative told me that I would need to complete another preapproval application. This was not aligned with what I was told I would need to do. However, I went through the process again with the representative because of consumer faith that I was receiving accurate information. While waiting for a decision on a " new '' preapproval, the representative went over " customary '' lender information about the process. This was completely contradictory to what I was previously told. During this call, she told me that my potentially monthly payment would be approximately {$600.00}. This was alarming because it was significantly higher than I thought to be true when I went over figures with another representative. So, I asked this representative questions or clarification, We also went over numbers, and she came up with the same figures as I had previously known to be true. Finally, she told me I was approved, and I could go to the branch to return the old check and obtain the new one {$28000.00}. This was the exact amount I needed. Based on all of the information I had received from Navy Federal 's loan officers in good faith, I was confident that I was trading in my old car to acquire a new one and that my loan would not be in excess of {$33000.00}. A week after I signed documentation for my new vehicle, I receive an email from Navy Federal stating that my new car loan was {$41000.00}. I did not feel comfortable with these figures and sent a message to outline what I was told my loan would total. A representative called me, XX/XX/XXXX with a COMPLETELY different explanation about the loan, although she also stated that the process was confusing to understand. The representative told me that I was still responsible for 100 % of my original loan and that the {$9000.00} received for my trade-in was merely a credit to reduce the cost of the new vehicle. If I was explicitly told this information BEFORE I signed documentations financially committing me to this new car, I would have NEVER used Navy Federal to finance my new vehicle, or better yet, would have NEVER traded in my old car. The vehicle that I purchased was used, and its blue book value is a little more than half of this deceptive loan I signed based on intentionally misrepresented information. Navy Federal has designed convoluted loan practices, that can not be explained with full confidence by its employees, to bamboozle and cripple consumers from making informed financial decisions deliberately. But, rather have knowledgeable engaged in loan practices that wrongfully entice consumers to agree to terms based on lies and deceit. Navy Federal and its loan officers were grossly negligent in its financial advice, despite my best effort to do due diligence on my part. Navy Federal Credit Union is liable for the inaccurate written and oral information that its loan officers have provided to me as a consumer. Navy Federal Credit Union and its representatives committed negligent misrepresentation and have breached its fiduciary duties to me as a consumer. Because of Navy Federal Credit Unions breach of goodwill, the institution has placed me in a position of credit ruins and financial hardship because of its convoluted vehicle loan practices and policies that are not fully understood by its employees. Yet, they are hired and entrusted to provide good-faith information to address consumer 's financial questions about its loan provided. Navy Federal Credit Union has willfully and fraudulently misled and handed my vehicle loan.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
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 loan with XXXX XXXX XXXX, XXXX, and NAVY FCU. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX, and NAVY FCU with no successful resolution. There was definitely an error on their part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A