Date Received: 2020-05-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Back in XX/XX/XXXX, I applied online through Navy FCU to refinance my mortgage loan, at the beginning of the process, the bank has a questionnaire about your situation. I submitted all the paperwork needed, amidst XXXX I received a letter stating that my credit was denied, because " the property use does not meet the requirements ''. I emailed my loan officer, called about 8 times, every time I talked to a different agent, they all couldn't tell me an exact answer why was the loan declined, some thought it was a problem with the county, I called the county, the checked my records and even provided me with a statement where it shows that my house was at compliance. At the end I requested a sup, who wasn't available then she called me three day after that last call, the sup explained me that because the military " I am XXXX XXXX XXXXXXXX XXXX '' moved me to XXXX XXXX XXXX I was not technically living in my property back in XXXX, therefore I did not qualify for the type of loan I was applying for, my mom is currently living there, and I explained that the military just moved me a month ago to XXXX, but my home residence is XXXX and I may go back there, I wonder why they have a questionnaire for the application, if they don't apply that profile answers they get, to better classify and get the people in the right type of loan, in my case no one ever called me, I had to call several times, to get even an answer, and it took almost a month after the denial decision was made to get to know an answer, and after all, the supervisor on the line, told me that I'd needed to re apply. I believe first, this treatment is really unfair, and not helpful at all, their processes and communication within the same mortgage department is in the air, I talked to many representatives that didn't know what was going on, and us a customer at the end don't get the customer service and guidance for such a big transaction as refinance a mortgage loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I have been with the NFCU for over 6 years now. I have 2 credit cards, 1 saving and checking accounts and a line of credit. I have always made my payments with no issue, I never been 30 days late on my payments. On XX/XX/2019, I had XXXX and I was forced to be on medical leave for so long and so I was out of work but I was able to continue my payment with no issue until XXXX. When I realized it would be difficult to make payments, I called all my creditors including NFCU if they can do something. They came back and said no I do not qualify for any help because I do not have enough income ( even though XXXX XXXX was able to help ) but instead, they offered to extend my due date to few months and as the deadline approached and I was still out on medical leave, I called to get another extension on all 3 accounts : 2 credit cards and the line of credit. Ultimately, I went back to work and in XXXX I was able to make large payments on all my 3 accounts. I have 3 big issues with the way NFCU treated me. For a bank that always claims to be there for the vet and their family, I think it is immoral the way they treated me. I just come to find out that, even though they said they have given me an extension on my payments, they reported all these payments as late payment on all 3 credit bureau with some of them going as high as 90 days late. This is not Ok specially in these difficult times. This is NOT helping the vet and their family. My credit score has suffered badly as a result of 7 late payment NFCU put on my credits even though I had the extension. They also suspend and cancel my line of credit. How can you people be so cruel. You don't even help like the other bank did. Also, I do not agree with the interest charged on my credit card ending XXXX. How can you charge me {$270.00} interest on purchase when I paid $ XXXX on XX/XX/XXXX before my cycle close on XX/XX/XXXX? keep in mind that when my previous balance was {$22000.00}, the interest was charged was {$280.00}. How is it that with more that half that balance ( $ XXXX ) I still pay almost the same interest even though my payment was done before the cycle close. I have the same issue with my line of credit and my other credit card. Of all the banks, NFCU is the one I would expect not to be mean to their customer but you guys were of no assistance in the time of need. I was out on medical leave for XXXX XXXX XXXX but yall did not help like other did but you destroyed my credit and charged me funny interest. I am sending this same letter to CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Navy Federal Credit Union is failing to comply with the CARES Act and not allowing me to apply for 180 day forbearance of my VA backed mortgage. They offered a three month period with no additions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2020-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I wanted to refinance my HELOC to a five year term and after four months of negotiating I close on the loan twice in XX/XX/2019 .During the loan process it wasnt explain to me that Ill be doing a second loan .The loan processor was in over load and she never discussed key issues about the loan such as during a second loan and adding a third lein to my property when NFCU could have consolidated the two loan together.In my opinion this is negotiating in bad faith I have tried for several months to resolve the dispute through the XXXX XXXX XXXX but unsuccessful so I decided to use this avenue instead.also Im forwarding all my supporting documents to you thank you for your attention to this matter.XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32504
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-08
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: My debit card was stolen and someone used my card without my permission, my bank refused to reimburse me because some used my PIN number
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2020-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Getting the loan
Subissue:
Consumer Complaint: Summary : Due to Navy Federal Credit Union not properly processing my paycheck protection program loan, I received a fraction of what was due. They said its too late now, but I'm hoping you can please help me. Details : PPP Loan Nightmare ( almost {$4000.00} in forgivable loan not received ) The PPP has led me to hours of stressful work trying to understand it, but after those hours I applied through the Navy Federal Credit Union ( NFCU ). In doing so, I was entrusting the NFCU to approve whatever amount I was truly due, and disperse it. However, by the time I completed the application, funding wasnt available. Yet, a 2nd round of funding became available, and the loan was processed, but at an amount below what we were truly due. We were sent documents numerous times, with issues including : 1. Signatures of both employees of our LLC were needed ( we were called about this after waiting a bit on getting documents sent to us ), and yet there was no opportunity to sign both, because they never sent the documents to my wife. 2. The next round of documents were signed, yet we were told they were incorrectly done, so we had to get another round of documents to sign. 3. Signatures were hurriedly completed, as it was feared the 2nd round of funding would be exhausted and no one at the time said we were secure w/the funding for our loan, especially considering the above issues created days of delays. And, if we can sign wrong documents and be able to sign correctly done documents for NFCUs sake/benefit, then we should be able to also get a 2nd chance to sign correct documents for our sake. Here are the two ways in which the loan was not processed at the correct amount, according to the federal government ( IRS ) : I. According to https : //home.treasury.gov/system/files/136/How-to-Calculate-Loan-Amounts.pdf? utm_medium=email & utm_source=govdelivery, under " 5.Question : '', it says, " plus any pre-tax employee contributions for health insurance or other fringe benefits excluded from Taxable Medicare wages & tips '', and dependent care is a fringe benefit that is excluded from taxable XXXX wages & tips. The following link shows where the IRS describes dependent care as a fringe benefit and as exempt from said taxation : https : //www.irs.gov/publications/p15b See " Table 2-1. ", which lists it as a " fringe benefit '' and then how it is exempt from said taxation [ if under {$5000.00} ]. Therefore, on the W3 & W2 forms submitted to NFCU, the amount spent in payroll for dependent care, {$4100.00}, should have been applied. II. The FAQ says : " 2019 employer retirement contributions '' shall be included calculation. These appeared on my 1120S tax return, which was either not requested by NFCU for documentation, or somehow not received. If there were any documents submitted that appeared as blank/unaccepted ( one person at NFCU said, after the loan was dispersed, they had a document they couldnt read because form fields appeared blank, and I was told screenshots of documents were not accepted, too ), I should have been informed before anything was [ ordinarily ] irreversible. Any good credit union works with members to ensure the members get the best benefit, not rush through it and gyp the member, and I think NFCU may be good under normal circumstances, but this time we had a situation where if the documents were not accepted, or any were missing, I should have been told 1st. And, it was clearly NFCUs error to have not included the dependent care benefits that were supposed to have been included, and were on a form that was received and accepted. I've had a long history with NFCU, so I've been quick to trust in any procedures done there. I do realize this is a new program, and NFCU is trying to get through a lot of applications, but I believe my small other local credit union would have let me know if any issues, corrected issues, and gotten me the maximum loan that the FAQ you sent me explains. Nevertheless, I hope theres a solution that can be found to correct this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I filed a complaint with NFCU They dont take it seriously. Somebody called me for 3 days and did not leave a message On the fourth day somebody named XXXX called and said she wanted to explain how I am using my card wrong. They dont take it seriously. I am going to contact the FTC and hire a management company to prove my issues. I want a 3rd party intervention. I do not want " XXXX '' to call me to tell me how I'm using my card wrong. How dare they make a joke out of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2020-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2017 I applied for a Navy Federal Credit Card. When applying, they gave me the option next day air the credit card to me for a fee of {$12.00} that would be charged to the credit card account once approved. The account was NEVER approved. The {$12.00} was reported as delinquent/late pay. I even paid them the {$12.00} expecting them to remove this negative & false information from my credit profile because I never had an OPEN credit card account with them. It is still present on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navy Federal Credit Union XXXX - This debt is not valid. It was being delivered from a car dealership and the car never showed up. I do not owe this debt as I never took possession of the car.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30214
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-06
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I applied with this credit union over two months ago and have provided ample documentation well past the point of identifying myself to the satisfaction of the Patriot Act. This discriminatory bank allows liars and cheats who scheme the system to open an account but my XXXX XXXX name disqualifies me. They wouldnt turn down XXXX XXXX and his new child with their name nor would they deny XXXX XXXX who applies as XXXX. How do they suddenly get to be the naming party to decide my name isnt sufficient? This is racism at its finest.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97124
Submitted Via: Web
Date Sent: 2020-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A