Date Received: 2020-06-18
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: Navy Federal. Has not being reporting my credit cards to the credit bureaus. I have been on my husbands account on one of them since XX/XX/XXXX. They inadvertently deleted me from the account in XX/XX/XXXX. Then we had to add me back on, they stated he deleted me from the account in which he told them he as not. The credit card was deleted from credit. Since then we have been trying to get it reported. They said they have been. I have contacted all three credit bureaus and they said I was deleted per their request and to have them reinsert the credit card into the 3 agencies, This is credit card is for then one ending in XXXX the secure credit card. We have also opened another credit card with navy federal, their cash rewards card. We have complained it was not showing on the credit bureaus also. Under my husband XXXX XXXX XXXX it showed up on XXXX XXXX and XXXX, but not on XXXX. But it was not reported to any of the credit bureaus for myself. They stated they have been sending the reports to the credit bureaus, But nothing has shown up. I would like to them to fix this issue that has been going on for almost 10 months. They always try to give us the runaround stating just be patient, or just report it as a credit card not being reported. I have done the dispute process with all three credit bureaus ; the results all come down to Navy Federal not reporting it per their findings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: Navy Federal has been the company that services my mortgages. ( Now it is only one ) I suffered a XXXX XXXX XXXX that rendered me XXXX XXXX and required assistance to be able to make payments on my mortgage and credit cards. The credit card was settled after two months of being late for a lump sum as I explained and was willing to provide my medical history. The decision was to work out a lump sum settlement for the credit card that I had for many years. The creditor advised me that for the payment that I made it would be seen as a good gesture as they had all my financial information and knew of my hardship. The company said I would be able to open a secured card after 12 months and keeping up to date on my mortgage that the company did perform a restructuring of the loan. At the end of XXXX I spoke to a representative about getting a secured credit card and made a deposit of {$5000.00} so that I could re-establish a relationship with the bank. They advised me that a secured credit card would be approved based on the fact that it was with my own money that would provide the credit and there was no risk to the company. I had one month where I needed to delay the payment of the mortgage due to COVID and they told me that it would not negatively impact me. I have paid them back and now up to date as I only did it as my income was delayed and impacted due to the pandemic. Navy Federal misrepresented the fact that the card would be established by using that I had a previous negotiated settlement with them. This was contrary to what was explained as they advised me that Navy Federal provides their members a second chance. This was a frustrating call as they did find the notes that stated that I made a call before I made a {$5000.00} deposit for the secured credit card. My goal is to establish a card and relationship with Navy Federal for the chance of having a mortgage with them if I were to move the future. I feel that the actions that they took were not only unethical but contrary to their promise to me. The company is unethical in their behavior and want them to follow through with their promise along with the truth about me to have a potential for a mortgage. ( I do not want to be told something that is not only wrong but against a policy that they have for any of the programs they offer )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-18
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 not a duplicate complaint in that it contains new and current information requiring a thorough investigation which XXXX claims to have done. XXXX replied the complaint appeared to have been originated by someone else. XXXX had previously stated they were under no obligation to re-investigate my complaint and this continued obfuscation is a clear indication of their guilt. XXXX has an affirmative obligation to thoroughly investigate a complaint but instead they have aligned themselves with the abusing creditor Navy Federal Credit Union. I am asking CFPB to compel XXXX to respond and investigate the matter. Moreover, I demand strict proof of XXXX 's prior contemporaneous investigation into this matter. This complaint involves NAVY Federal Credit Union Account XXXX. This account is found on my XXXX Credit Report. I am disputing the accuracy and legitimacy of this account charges. When these charges initially surfaced, I contacted NFCU and reported the charges fraudulent. The largest of the largest charges, I was able to track to a furniture store who provided me a copy of the signed document receipt. They provided information that an older female signed the invoice and the delivery address was not my address nor was it an address I had ever lived. I provided NFCU this information and subsequently, I provided NFCU all local Police Reports, and Federal Identity Theft Task Force reports of the identity theft and fraudulent use of the card. I provided NFCU the report from the U.S. Department of State as well as the Office of Personnel Management advising both me and my husband that we had been victim of a breach and that our information had been identified in use on the dark web. As a direct result, NFCU refused to conduct a comprehensive, reliable investigation in a timely manner that would have allowed the individuals responsible to be brought to justice. Instead, I was repeatedly told " our investigation does not indicate fraud. '' When asked to provide strict proof of their investigation and findings, I was met with hostility. I have been pursuing this matter now for over five years, to no avail. CREDIT CARD and CREDIT REPORTING AGENCIES have an affirmative obligation to Investigate Consumer Credit Report Disputes in a timely fashion and to provide the results of those investigations. NFCU and XXXX XXXX have failed to do either. The other two credit bureaus, XXXX and XXXX have removed this account, with prejudice, from my credit report. A second matter is related to a bankruptcy, XXXX filed XX/XX/XXXX. The filing is subject to a mandatory removal XX/XX/XXXX. I have repeatedly disputed this reporting based upon the fact the bankruptcy court dismissed the case without any discharge and that all creditors were paid satisfactorily. While your position is that XXXX XXXX reserves the right and ability to report the information for ten years, you have no statutory obligation to do so. I continue to labor under the reporting of this bankruptcy and it has a major impact on my credit report and XXXX Score. I am asking respectfully that you remove this bankruptcy from my credit report early and allow me to move forward in the current dire circumstance. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. What would be a fair resolution to this issue? Fairness will be for XXXX to strike the NFCU Account with prejudice, update my credit report and provide me a new report. I will continue to prosecute and compel XXXX and NFCU to comply.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2020-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy fed XXXX XXXX XXXX, XXXX XXXX, CA XXXX XX/XX/2020 Every time I go to this branch I have a different issue. First it's not my bank account because it's a joint account with my husband being the primary. How is this when I opened my account in XXXX and my husband was added at a later date. All I wanted was a cash advance. On my XXXX account. Which is my primary account. I wad very rudely told it was not my account so I couldn't do that. Them I was told that I needed permission from my husband to take money out of our account. Finally ehen I finally had enough I told them to close all 4 of my accounts. Which had way more than the cash advance I was trying to take from XXXX. I always have problems with this branch. I will never use your bank again because of this. I wad told I need to open my own account. Really because the 1 joint checking account and 3 savings accounts mean nothing. What the he'll do I need another account for? I was very rudely told to go back our side and wait. Really I just waited 15 min. Outside to even see the rude teller and her suoervisor. So no im not going outside. This branch is a joke.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2020-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: My beau, XXXX XXXX, and I opened a joint account with navy federal. During the application process, XXXX selected the incorrect option to establish his eligibility. He thought the selection he chose was for household eligibility. However, he received an email today requesting a marriage certificate. It's already taken a few days too long to open the account and was wondering what the delay was. No one from the membership department reached out by phone to inquire or to offer a solution ; yet they sent an email. I called the bank customer service and reached an operator agent named XXXX. After explaining to XXXX several times I am the joint owner, which means we both own the account 50/50 and im already a bank member. The issue could be fixed internally, especially after I reiterated we are not married. In the wake of COVID19, NFCU is trying to compel me to leave my home to visit a branch like the XXXX didn't just report 30,000 new infectons this week. XXXX refused to give me his supervisors name nor would he provide additional identifying information to locate him. I asked XXXX seven times to speak with his supervisor and he refused. He taunted that he would not lose his job and he was very secure. The call being recorded on my end as well, I am definitely sending to XXXX. I have been a member with NFCU for a while and never have I ever had such a disgusting display of customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I applied for a conventional home loan with Navy Federal. Loan Officer XXXX XXXX said underwriting asked for additional information. Said information was submitted and a pre approval for {$510000.00} was given. We find a home and take the additional steps per the preapproval. XXXX stops responding. After a week she finally returns our call and says that Navy Federal JUST changed stipulations like yesterday and my score was 20 points too low. For the next 45 days, I do everything in my power to raise my score from a XXXX and ended up getting with a XXXX. I reapply and was assigned a new loan officer, XXXX XXXX. Received a second preapproval for {$510000.00} just to be given a different reason why Navy Federal couldnt move forward a second time. The problem is, Navy Federal gives preapproval saying that youve met their criteria only to be told that the goal post is being moved over and over again. Our lease was up and we ended up signing a month to month based on the preapproval. We were also in the process of switching school districts based off of the hone we found.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64015
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Navy Federal Credit Union has yet to resolve the pressing matter I have disputed with them in regards to the reporting of inaccurate information on my personal credit report, I have no recollection of this account and have previously informed them that I was a victim of Identity Fraud due to various data breaches. Multiple attempts have been made to resolve this issue with Navy Federal Credit Union. Unfortunately, the problem remains unresolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-16
Issue: Getting the loan
Subissue:
Consumer Complaint: The NAVY FEDERAL CREDIT UNION is advertising helping during this Pandemic by giving personal loans to help their members through the Pandemic crisis, however, when you apply its a regular loan application and naturally, theres only selective members that get approved. I have owned for home in the XXXX for several years but can't use it as collateral because there are no credit bureaus here with which to report it. And I was told by three banks here that they do no business with American Credit Bureaus, so what is a person to do? I have three direct deposits every month with Navy Federal, VA XXXX, Social Security Retirement and an Annuity from the Federal Government so there should be no question of my ability to repay a small loan. I think its somewhat discriminating for them to approve some people when they boast about helping Veterans when this is a untrue statement. They should say they help Veterans if you are already well off.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: I am a retired XXXX year old American living in the XXXX for the past 8 years, I am a home owner here and have not visited the United States in 8 years. I am also a recipient of Social Security retirement, VA XXXX and a small annuity from the United States Government. The problem I have is all three credit bureaus tell me they can't send a credit report or credit score outside the United States. I have been a member of the Navy Federal Credit Union for the past 2 or 3 years and everytime I apply for a credit card or a small loan they say I have a lot of negative information on my credit report. I have no idea how to go about fixing this or even knowing what is on it. They say I have opened no revolving accounts in the past 12 months is also a reason for denying me, well here again, I live in the XXXX with my wife and kids so I don't have to need to open an account in the US, I don't live there. Also, they advertise a free annual credit report every year but said they can't send it to me or allow me to see it online. So what can I do?
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-15
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I am a XXXX of XXXX XXXX XXXX XXXX XXXX We applied and received a paycheck protection loan on XX/XX/2020. The paycheck protection loan disclosure asked to voluntary disclose Veteran, Gender which is Male or Female not in line with gender identity, Race and Ethnicity. Does not ask about Sexual Orientation. I believe this is a violation of Title 7 and upheld supreme court decision on 15 U.S.C. 1691. I am openly XXXX and an owner of this loan that was originated. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94121
Submitted Via: Web
Date Sent: 2020-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A