Date Received: 2020-05-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Global Corona pandemic and Navy Federal credit union REFUSED to release my COVID-19 stimulus payment! After 2 frustrating calls to their call center explaining my XXXX son and needed the funds release for food, a supervisor NAMED XXXX RUDELY HUNG UP ON ME before falsely accusing me calling her lier ; ALL ON THEIR RECORDED LINES!! After the first rude disconnection and her ( XXXX ) refusal to release my funds into my account ; I called back requesting another supervisor to collect names and chain of command complaint contact information. Coincidentally, XXXX answered the second supervisor escalation also! Unaware she was THE RUDE/CURT supervisor whod previously hung up on me before identifying herself ; Id asked her to check previous digital call log and provide me with names of parties involved. She proceeds and then confirms she was the RUDE/CURT supervisor whod disconnected!! XXXX went on to falsely give me inaccurate time stamps of the previous call, which I brung to her attention and reminded her the call was being monitored ; and that Id never called her her lier as shed accused!! XXXX then falsely claims shes being badgered ; I then asked if she was XXXX as situation didnt warrant any other plausible reason for her refusal to do her JOB!!! Which was to release the pending funds into my account. XXXX then rudely hung up on me AGAIN, leaving my XXXX son and I HUNGRY!! I wish for call logs to be reviewed and XXXX to be FIRED FOR DISCRIMINATION!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33314
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: On XX/XX/XXXX my payroll distribution put {$1100.00} in my Navy Federal Credit Union account. The bank automatically transferred the money to three delinquent credit card that is a part of my bankruptcy filing. I notified NFCU in XXXX of the bankruptcy and provided them with my attorney 's information. I contacted Navy Federal in XXXX to see if I would be about to us my accounts again and was told the savings account was active, but I was not longer eligible for checking account. My husband is now unemployed due to the COVID 19 crisis, and has yet to receive unemployment benefits. So I wanted to preserve our money in another account since the stimulus payment went into our checking account. Afraid to got in a bank or use an ATM, I adjusted my payroll to direct deposit the money to saving for hardship. With all of the waivers on interest and debt due to this crisis the bank should have notified me that this would happen before they took my money. Especially since they are aware of the pending bankruptcy. I'm not sure of my recourse to receive some or all of my money back, but there should be prohibited at this time. I work in billing and buy law I can not charge interest, penalties, tax liens etc at this time. Any assistance would be greatly appreciated. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XXXX granted me a forbearance on my mortgage and credit card, XX/XX/XXXX through XX/XX/XXXX. Unlike the agreement I understood when I applied for this forbearance, They are reporting to the credit agencies. My credit report shows increased balances on both my mortgage and a credit card ( s ) including my other accounts with other lenders. My FICO score has been reduced because of this. Not only has my work stopped because of this government nightmare Covid 19, but my credit score that I have worked so hard to build is hitting the bricks. The credit bureaus should not be allowed to record any increase in balances! This is true for my credit cards at XXXX XXXX, Navy Federal ( where I am also in the process of receiving a refinancing of my mortgage ), XXXX XXXX Credit card, XXXX 's. Please tell me who else I can write to and if there is a class action suit in process that I can join? Big banks have no right to manipulate with the credit status of individuals who are affected by a global pandemic. Who is in charge of this regulation on a Federal level? Please send me the name of the agency, and email address I can write to to file this complaint in addition to you. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21701
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I applied for a VA mortgage refinance through Navy federal Credit Union on XX/XX/XXXX. My husband and I wanted to take advantage of the lower rates given all of the economic uncertainty created by the pandemic. After we applied we promptly submitted all paperwork by XX/XX/XXXX and were told to await processing but that it could be up to 6 months due to high application volume. I called again XX/XX/XXXX to ensure they had everything they needed from us and see if there were any updates on our application. They had no updates for me and told me to continue to wait patiently. I had our fourth baby XX/XX/XXXX. So, I didnt call again and continued to wait until XXXX. On XX/XX/XXXX I called to check on the status and was told our application was denied because they found no mortgage even though my submitted paperwork was still in processing according to their system. We also never received one call or letter from their loan processing department. The representative I spoke to couldnt make any sense of this and said he had never seen something like this before. He connected me to the loan processors voicemail so I could leave a message but he was unable to provide me any further details. I left her a message and waited a week but received no call back. I called again today, XX/XX/XXXX to which I got the same information and was transferred to her voicemail again. I spent over 40 minutes on the phone trying to get someone who could give me any answers today. Im now waiting for another call back that Im not expecting to actually receive. Considering the current economic climate and the ongoing pandemic we are relying on this application to be honored and processed correctly. We had a locked in rate from XX/XX/XXXX that we need honored. We 100 % qualify for this refinance and would like Navy Federal to do their job correctly and stand by veterans, especially during this unprecedented time. Could you please look into this for us and help us?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX I purchased two televisions from someone on XXXX! I did not know the person so I used XXXX XXXX to protect myself! I met with the man at a public place, I paid him {$390.00} for two televisions and when I returned home neither of them worked. I immediately contacted Navy Federal to file a dispute. Two days ago I was sent an e-mail saying the amount never posted so there was nothing they could do, which was not true because you can clearly see the charge on my account! Today I get an e-mail stating they can can not comple the dispute, I must contact the person for a refund!! If I was able to contact the person for a refund I would not have had to file a dispute!! I am not going to sit back in a PANDEMIC and let you all steal money from me!!! Where is the consumer protection???? What is the point of you having a dispute department if you can not give people UNAUTHORIZED funds back!!! GIVE ME MY MONEY BACK!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: A bank account was acquired in my name as I was a victim of identity theft from Navy Federal bank. I sent the proper information to the credit reporting and Bank for investigation. The account was taken off the report and then has reappeared on my consumer credit report hurting me further in these uncertain times. this negative report is stopping me from having a actual relationship with this bank if i choose and stagnating my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
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/XXXX I used my Navy Federal Credit Union Visa card to get a Logo design from XXXX XXXX XXXX for {$59.00}. The company never designed the logo and stop responding my emails even after I was told by one of the " Account managers '' the refund was not going to be an issue. Everytime I contact their online support, I'm told I was going to get a call back. Never get one. Since XXXX XXXX Stop responding, I filed a dispute with NFCU. After more than a month they denied my request because the merchant said they give me the service. That was not true, I gave NFCU email and text copies of my conversation with XXXX XXXX which showed they are not responding to me. I also requested copy of evidence from the merchant provide but was denied. I requested a second review and NFCU will not reopen the case unless I have a written notice from XXXX XXXX that a refund is due. To me this makes no sense. I tried to resolve the issue ( my order was not deliver ) with the merchant and they stop responding. NFCU won't help with the disputed even when this disputed qualify for Fair Credit Billing Act and claims and defenses process because I never go my order and the merchant won't work to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: My account was hacked through the Navy Federal associated XXXX account on XX/XX/2020, the hacker attached an email & transferred {$980.00} from my checking account to his email, I gave them the hacker email address. I called bank same day and was told not to stop transaction ( I had ability to stop payment with their XXXX account ) I was told to let payment post & on 2nd call, I was told the payment was stopped, I later found it it wasn't. Navy Federal said because my device was hacked and that's how the transaction happened their not responsible but I could've stopped the payment twice but their agent told me not to & 2nd agent said it was stopped. Please assist me with getting my {$980.00} back because of Electronic Transfer Funds Act & the Bank 's incompetence, telling me not to stop payment. Thanks XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: On XX/XX/2020 fraudsters, XXXX XXXX and XXXX XXXX were able to access my account and fradulently take out a personal loan in the amount of {$3500.00} and now Navy Federal Credit Union is holding me responsible for paying off that loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77532
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Getting a line of credit
Subissue:
Consumer Complaint: NAVY FEDERAL DISAPPROVED MY LOAN DUE TO INSUFFICIENT INCOME. I JUST OBTAINED A VEHICLE LOAN FOR XXXX IN XX/XX/2019 FROM NAVY FEDERAL. I PAID THE LOAN OFF IN XX/XX/XXXX WITH A BACK PAID AMOUNT THAT I RECEIVED FROM VETERANS AFFAIRS. I OWE XXXX IN THE LOAN TO NAVY FEDERAL. I REQUESTED AND RECEIVED A LOAN FOR XXXX EMERGENCY FUND IN XX/XX/XXXX. I WAS GOING TO USE IT TO FIX MY ROOF AND THEN I WAS TOLD BY SEVERAL CO THAT I NEED A NEW ROOF ENTIRELY. AMOUNT XXXX. I ALSO HAD ISSUES WITH BASEMENT SEVERE LEAKING NEEDED WATERPROOFING XXXX - XXXX. I APPLIED FOR A LOAN TO BE PAID OFF IN 36 MONTHS. I MAKE XXXX A YEAR. I DO NOT HAVE ANY OUTSTANDING DEBT. I BELIEVE NAVY FEDERAL DISAPPROVED ME OUT OF RETALIATION FROM FILING AN ISSUE ABOUT MY CREDIT CARD REPORTING.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A