Date Received: 2020-07-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I applied for a VA 15 year mortgage through Navy Federal Credit Union in XX/XX/XXXX. More than six weeks later, it was denied for inadequate income. Navy Federal would not consider the more than {$400000.00} in annual income we would receive from the XX/XX/XXXX sale of XXXX XXXX that we owned for more than 30 years. Subsequently, Navy Federal moved us to a conventional, 30 year mortgage at a higher interest rate. The failure of Navy Federal to act timely, to look at the source of our income and how long we had that income was unconscionable in our eyes. From day one, it was clear that we had sold our business and our principal source of income was now through a 20 year contract with the employees who bought the business. By the time Navy Federal acted, we were so deep into the process, we were compelled to continue on the path they directed or we would have lost the home. The sellers had grown impatient with the delays. Particularly egregious to us was that in reviewing VA lending guidelines, as set out in VA pamphlet 26-7, we should have readily qualified for exceptions to requiring we have our new source of income for 24, as well as 12 months. Prior to starting our own XXXX XXXX XXXX XXXX, I had worked for the XXXX XXXX XXXX for eleven years. Out of XXXX XXXX, I started with XXXX as a XXXX XXXX and worked my way up to XXXX and XXXX XXXX XXXX positions before resigning to start XXXX XXXX. With a college education, more than 40 years of work in the field and substantial earnings both before and after the sale of XXXX XXXX XXXX XXXX, we easily met the VA guidelines which clearly set out that decisions as to income should not be mechanically applied, but consider on a case-by-case basis using education, experience and past income and the likelihood it would continue. Over the five years between XXXX and XXXX we averaged annual growth in excess of 30 percent. We do not believe Navy Federal acted in a timely manner to deny our claim, thus denying me an opportunity to go with another lender. Furthermore, we believe Navy Federal, through their actions and failure to follow VA guidelines, deliberately directed us to file for a higher rate conventional mortgage, thus allowing Navy Federal to make more money on the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2020-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had 2 micro deposit on XX/XX/XXXX in the amount of {$0.00}, and {$0.00}. I then received my deposit for my PPE loan in the amount of {$20000.00} on XX/XX/XXXX. I made purchases online, and in stores. I also received an email from Navy Federal Credit Union Funds Availability Increase on XX/XX/XXXX at XXXX XXXX. I went into the Branch on XXXX XXXX XXXX XXXX, XXXX TX, XXXX on XX/XX/XXXX @ XXXX XXXX and spoke to XXXX. He looked up my account information with my drivers license and told me he had to call and verify my loan. I stayed at the branch for almost 1 hour and he finally got someone on the line. Whoever he spoke to told him to put a freeze on my account and then he started asking me questions. He asked what is the PPE loan for? What is the name of your XXXX? Why don't you have a business account? I answered and told him this if for my XXXX, I don't need a business account, I use my social because I'm the XXXX XXXX. He then gave me a card with the 888 number to call but I did not know why I was calling so I asked. He said I needed to call that number to speak to someone to remove the hold on my funds. I called the XXXX number and spoke to someone on Saturday XX/XX/XXXX at XXXX, XXXX but representative said the fraud department was closed and neither person could give me a time frame as to when anyone would review my account. I went back to the branch and spoke to the assistant branch manager who said in her experience they will be able to speak to me Monday-Friday. I called on Monday XX/XX/XXXX at XXXX XXXX. That representative told me she see where I spoke to several people and would put a note on my account. It takes 3-5 business day for someone to resolve the issue.Their is a number on the loan they will have to call to verify the loan is mine. I called back at XXXX XXXX the same day XX/XX/XXXX. Another representative told me he would put another note on the account but their is not anything else Navy Federal could do for me. I called on once on Tuesday XX/XX/XXXX at XXXX XXXX. Another representative told me the account was being reviewed but their is nothing more she can tell me besides their is a number on the loan they will have to call to verify the loan is mine. I called today XX/XX/XXXX at XXXX XXXX the representative told me this is Federal and it goes through a process and she could not give me a time frame. I told her I know its federal because all banks receive money through the federal government. She said that to try to intimated me. I then let her know that my XXXX employs veterans who are relying on this money to pay their rent, utilities and livelihood. She then said she could not tell me anymore. I called the loan company and the representative advised Navy Federal will have to call they can not do anything. The loan was approved and processed that's why they verify the account through the micro deposits. This is very disgusting. I'm utterly disappointed from the lack of service I received from Navy Federal. I have someone who is threatening XXXX because I can not pay her and she will be evicted this week. I have over 25 employees who are Veterans imagine the disgust they feel after I told them the funds were available, now I have an complete freeze on my account, and I don't know when I can pay them. This is excusable and unexceptionable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hello, I recently filed a dispute or claim regarding the incident that took place at XX/XX/2020 around XXXX XXXX at an ATM associated with XXXX XXXX XXXX XXXX. I used the XXXX ATM to deposit cash precisely {$210.00} dollars into my Navy Federal checking account and basically the ATM Shutdown on me as you can see in the picture. It did not provide me with a receipt. It never showed on my statements, so basically it just ate my money. I filed a claim with Navy Federal and they gave me the {$210.00} dollars back but apparently the Navy federal representative for the fraud department told me today that the {$210.00} dollars that navy federal gave me was just provisional credit and that XXXX told navy federal that it did not see my {$210.00} dollars on their ATM audit in which today navy federal took back the money in which i dont understand because the machine took my my money and did not give it back which I dont understand. As you can see in the picture it says the date i took the picture of it shutting down on me. That is my proof of evidence.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93041
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I was contacted by XXXX XXXX, a debt relief company. They promised to negotiate with Navy Federal Credit Union on my behalf for the amount i owed on 2 credit cards with them. XXXX XXXX told me to stop making payments to Navy Federal and start making payments to them while they work on my case. XXXX XXXX told me that in order for their program to work, my accounts with Navy Federal needed to go into collections. After the accounts went to collections, XXXX XXXX could then negotiate a lower amount i owe and get out of debt sooner. I recieved a summons to appear in court from Navy Federal for serious deliquency. XXXX XXXX then told my they couldn't help me and I then had to hire a bankruptcy lawyer to negotiate my accounts with Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82604
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: For the past 8 months Ive been actively trying to rectify errors on my report and Navy federal & the credit bureaus has been disregarding my rights according To the fair credit reporting act. The close date, charge of date, current status and date of last activity is incorrect and varies from each bureau. I was denied a mortgage today because of the discrepancies. I also attached a statement of truth for my and your records if i need to use this in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I experienced financial hardship in XXXX in XXXX I was forced to file bankruptcy - Navy Federal was one of the accounts that I had to include in the bankruptcy filings, the amounts of the loans were XXXX and XXXX. These two loans were included in the bankruptcy filings. The bankruptcy was discharged XX/XX/XXXX and the civil case number for the proceeding is : XXXX. While attempting to rebuild my XXXX XXXX XXXX continues to report the account balances late, and have been reporting the balances late immediately after the discharge on XX/XX/XXXX. While I am attempting to rebuild my credit and my life, Navy Federal Credit Union continues to try and thwart my efforts by reporting the balances as past due each and every month. I believe that this is clearly a violation of the FCRA of XX/XX/XXXX ; These are willful and negligent violations which continue to decrease my credit scores and my FICO scores. I sought the protection of the Bankruptcy law however XXXX XXXX continues to be in violation seeking payment of a debt that was included in the bankruptcy procedures. I have been provided a telephone number XXXX, to contact and I am consistently told that I still owe the debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Account Name : NAVY FCU Account Number : XXXX, Account Name : XXXX XXXX XXXX Account XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Requested 180 day forbearance as per the Cares Act. I am going through financial problems due to Covid19 but was told they will only do three months now and another three months later if needed. My wife lost her job and she have not been able to get any unemployment because Maryland have done a terrible job handling applications. I strongly feel that Navy Federal is doing everything they can to go against the CaresAct because they don't want their customers to take the 180 forbearance. One associate told me the three month is in line with the CaresAct. When i sent them a copy of the CaresAct he later corrected himself and said he just can't.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Ok so pretty much this is with Navy Federal Credit Union. I originally went online to try and reopen an account that I once had over 15 years ago when I served in the XXXX. The reason why is because my current account had been closed through a digital bank without warning for no reason and if there was a reason I wasn't given that reason. I also filed a complaint about that. I did not hear anything from this bank for over six months so I decided to call. The first csr basically tells me because I was married so my last name is different in which I submitted the documents online. But I'm pretty much been given the run around simply to open a checking account and I'm furious it's apparent it's me if it's on my ID IF IM STANDING IN FRONT OF YOU IF IM VERIFYING THINGS ON THE XXXX ACCOUNT. but yet again they are asking to see the documents again. I am a XXXX XXXX so I'm not home during the week and it's super inconvenient for me to have to keep going through freaking rollercoaster rides for a simple account it's XXXX and I'm sick of it they need to relax their requirements of the person is clearly there and they have already submitted documents they should have to keep repeating the same XXXX thing over and over and you need to tell your csr to make sure they know what they are talking about before they give a potential client or cusomter the XXXX run around. Y'all should be glad people want to bank here
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2020, an international payment of {$2500.00} USD was made by myself to be sent by NFCU, to be sent to XXXX XXXX XXXX XXXX, who was using XXXX as an intermediate bank, account for a student loan payment for my wife. After no seeing the account credited for 2 weeks, we called NFCU again where we realized that there was a digit missing on the form 's student account number, and the money was most likely being held by the intermediate bank. NFCU then sent a message to the intermediate bank to update the account number. After another 2 weeks, we contacted NFCU again who had no further updates, but recommended we contact XXXX XXXX XXXX in the XXXX. We contacted XXXX XXXX XXXX, and they said they couldn't do anything and to reach out to XXXX. We reached out to XXXX and they informed we would have to intiate a withdrawal via NFCU. We requested a reversal of funds on XXXX where we were told it would take 3-5 business days. On XXXX I contacted NFCU once again, as I had not recieved my funds, however I was informed that the 3-5 business day referall was incorrect and that there was no time determination of when I could ( if ever ) recieve my funds back. I escalated the case to a supervisor, and asked to file a formal complaint with the company at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01852
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A