Date Received: 2020-03-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: 1. I went into the branch in XXXX Florida to dispute some unauthorized charges on my account and was discriminated against by the branch manager in so many ways so I was given no choice than to contact her manager and file a complaint against her and as a result she defended her self by crying to him and claiming she did nothing wrong and he ultimately refused to help me and was extremely unprofessional and disrespectful to me. 2. I went into this particular branch for the 2nd time passing 10 other branches, because I have had such a great experience on my first visit. However once I got there the XXXX XXXX guy was very difficult to work with and I said oh you must be new and he got mad and disrespectful and said to the other guy HELP HER BEFORE I LOSE MY XXXX XXXX JOB I agreed however he continued to disrespect me also he asked me for my ID for a non monetary transaction but when the XXXX guy came to do a monetary transaction he never asked him for his ID so I said to the good guy that took over assistanting wow so I get asked for my ID but not the the XXXX guy? and the bad guy said XXXX XXXX XXXX XXXX TALKING TO ME and I said Im not talking to you wow they hire people like him here? Well Im going to file a complaint then he walked away from his desk blowing hard and flexing his muscles like he wanted to fight me. So I complain on him and the good guy was my witness yet I am now banned from all branches. Well Im reporting this to the XXXX AND THE XXXX 3. I was trying to request {$200.00} from my boyfriend and instead made a mistake and sent him {$200.00} and he was unable and I could not get in touch with the XXXX XXXX company so I petitioned you my bank to get my money back and you all did that then 6 mos later you came back and over drafted my account for {$200.00} saying Im sorry but you can not have your money back although this was a mistake!! So of course I refused to give you back my own money and I closed all my accounts and moved to XXXX and now that Ive discovered that you all are also located in XXXX too I wanted to reopen accounts particularly my credit card account. I was told the checking was charged off and you all want me to give you all my money back for free on order to do this. That is fraud and what should I do contact FDIC or my attorney or??? 4. I went into a branch on the west side of XXXX Florida to have something notarized and they were being nice and professional to me until they looked at my account and out of no where they bum rushed me like I was some bank robber and escorted me to the back of the bank everyone was afraid and in shock and was staring at me like crazy it was so embarrassing. They told me that they are sorry I havent received notice yet but I am not allowed in any branch I can only do online banking!! 5. In addition, as a result of my complaints and the fact that I called the police on them I received an email telling me that I was banded from ever going into their branches. So I closed my checking, savings and credit card accounts with them and ultimately it messed up my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2020-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Lender : Navy Federal Credit Union ( NFCU ) Loan Number : XXXX I submitted a complete application for a home equity loan and based on the letter I received the application was submitted on or before XX/XX/2020. The letter I received shows my new loan number and explains I have the right to receive a copy of the appraisal and is one of the attachments here. On XX/XX/2020, I called NFCU to find out the next steps towards the process, and the representative confirmed that my application was being processed, but due to the high volume of applications I might not hear from them until the following week. On XX/XX/2020, I called NFCU again, and I was told that my loan was denied because they decided not to process any more applications for my type of loan and that decision was made on XXXX My complaint ( s ) are : 1 ) Why did NFCU accept my application if they were no longer offering the product I applied for? 2 ) Why did the NFCU representative on XX/XX/2020 confirm that my application was being processed and not mention that my loan was being denied if the decision to suspend loans had already been made? Why did he ask me to call back in a week? 3 ) Why does the NFCU web site specifically state that in regards to the suspension of loan applications " This update doesn't affect applications that have already been submitted. '' 4 ) Why did NFCU never contact me to let me know they were changing direction with my application? and finally 5 ) Why is NFCU infringing on my rights under the Consumer Credit Protection Act to have access to financial products just like other people with similar qualifications? Attachments : Letter regarding right to receive a copy of the appraisal dated XX/XX/2020 Screen shots from the NFCU web site indicating my application was submitted and is complete. Also a screen shot of the loan suspension announcement indicating there is no impact to applications already submitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30518
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Problem caused by your funds being low
Subissue: Late or other fees
Consumer Complaint: NFCU continues to redirect accounts that they deem to be " delinquent '' to a different page or access site which makes navigating to your normal account page more difficult. These accounts which are past due are not even 30 days late and includes an actual account meant for overdraft and for which they are being compensated for each time in overdraft fee 's. I will attch screen shots of the " normal '' page and the one with account restrictions. The settlement in XXXX was supposed to prevent them from doing this and in all the years I have been banking have never been subject to this humiliating and unnecessary tactic. Additionally, NFCU sends by certified mail, letters addressing a delinquency on your mortgage a week before it is even 30 days late. That notice threatens foreclosure and some options you may take advantage of. Being XXXX and low income does not mean not knowing when your mortgage is paid late but my mortgage is always paid before it is 30 days late and the amount of mail NFCU sends is wasteful and unnecessary. They have harassed me every single month unless it is paid on the XXXX and I am already suffering from XXXX XXXX without them making it worse. Additionally, a prior complaint about their reporting practices was successful in NFCU stating that the late payment would be deleted from the credit bureaus. I made the complaint in XXXX and as of today, XX/XX/XXXX several credit bureaus have received NOTHING from NFCU to that effect. They have failed to notify the bureaus of their promise to correct that and delete it. NFCU is causing me irreparable harm to my scores and has done so for a long time and now during this crisis I need to be able to access credit and unable to do so because of their reporting alate payment on me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a young man, saving to buy a house so i open a savings account at navy federal. I finally save up a chunk of change, then my bank account was hacked, whoever was responsible opened an XXXX XXXX checking account ( i am just a citizen, and have never served ) then proceeded to transfer the majority of the money in the account out. I filed a fraud complaint with the bank ; however, they are saying i transferred all of my money to some random person. This is unacceptable and by far THE WORST COUSMTER SERVICE i have ever received from any bank or credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22601
Submitted Via: Web
Date Sent: 2020-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I recently reviewed my credit report and the accounts listed, do not belong to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 @ approximately XXXX I spoke with NFCU Loan Specialist, XXXX , and applied for a VA IRRRL . XXXX gave me rate of 2.875 % with 1/4 % drop down reduction if interest rates dropped with zero points and zero origination fees. XXXX said a loan officer would be assigned within 24-48 hours, and that I would, per Maryland Law, receive the loan estimate within 72 hours. After 48 hours passed and no Loan Officer assigned, I called and spoke with XXXX, who said NFCU was working on the paperwork and loan officer and loan estimate would be completed by Friday morning ( XX/XX/2020 ). Friday morning nothing had changed, so I called NFCU again and I spoke to XXXX who claimed that they were too busy and that " Maryland law didn't apply because they were so busy ''. I then requested to speak to a Manager and I spoke to XXXX, who said he was aware of the Maryland 72 hour law requirement and claimed the issue was because NFCU had to manually process my application but couldn't give *any* explanation for why. He then said he hoped they would have the loan estimate to me by Friday afternoon. It did not arrive. I've sent multiple emails to the email address for NFCU mortgage. They have punted and have offered no solution. Today, Monday, XX/XX/2020, I called again. I first spoke to XXXX, who said she was going to note my concern including my having spoken to the Maryland AGs office, who I am also going to file a complaint with as well as the XXXX, and then transferred me to her Manager, XXXX, who essentially repeated what XXXX, XXXX, XXXX, and XXXX said. NO ONE at NFCU seems to have any idea what they are going. It appears NFCU is engaged in a a bait and switch tactics to get Veterans to apply for IRRRLs, offer a rate but let the 72 hours loan estimate requirement pass so they can then claim the rate is no longer an option. My last two calls with NFCU of them acknowledging the rate I was offered is recorded, both by me and them. I am cc : ing the Maryland Attorney General 's Office of Consumer Protection and the XXXX XXXX XXXX. NFCU was/is required my State of Maryland Law to provide me with a loan estimate with the rates and terms I was offered ... 2.875 % with 1/4 % drop down reduction if rates dropped with zero points and zero origination fees. They must honor those terms and provide loan estimate and process my IRRRL Loan accordingly. I do not have credit issues. My scores are in upper 700s-low 800s. I uploaded all required documents within minutes of after hanging up with XXXX to ensure everything was submitted before Loan Officer was assigned. NFCUs unwillingness to address the issue/provide the loan estimate and it now being nearly 7 days since I applied for the loan and no explanation of any kind of why they haven't provided the loan estimate is why I believe they are engaged in bait and switch tactics.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I will like to file a complaint against Navy Federal Credit Union. They closed all my checking account and credit cards due to me signing my grandparents up for a new account using my phone. I am unable to use my account or access my credit cards. They closed my account without any knowledge. I tried to fix this problem over and over again. They are expecting me to payback these credit card without be able to use them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Re : Navy Federal Credit union Installment loan I disputed the referenced accounts above on with XXXX & it was deleted XX/XX/2019, I have proof. The credit report of XXXX ( notification it was removed ) and your report # shows these items were deleted from my credit file. Now these items have been reinserted on my credit report. In accordance with the requirements of the FCRA as stated below, I am hereby requesting your complete compliance with any and all of the provisions : *FCRA 611, Procedure in case of disputed accuracy [ 15 U.S.C. 1681i ] *Requirements relating to reinsertion of previously deleted material. *Certification of accuracy of information. If any information is deleted from a consumers file pursuant to subparagraph ( A ), the information may not reinserted in the file by the consumer reporting agency unless the person who furnishes the information certifies the information is complete and accurate. *If any information that has been deleted from a consumers file pursuant to subparagraph ( A ) is reinserted in the file, the consumer reporting agency shall notify the consumer of the reinsertion in writing not later than 5 business days after the reinsertion or, if authorized by the consumer for that purpose, by any other means available to the agency. Additional information. As part of, or in addition to, the notice under clause ( ii ), a consumer reporting agency shall provide to a consumer in writing no later than 5 business days after the reinsertion date. ( I ) a statement that the disputed information has been reinserted ; ( II ) the business name and address of any furnisher of information contacted and the telephone number of such furnisher, if reasonably available, or of any furnisher of information that contacted the consumer reporting agency, in connection with the reinsertion of such information ; and ( III ) a notice that the consumer has the right to add a statement to the consumers file disputing the accuracy or completeness of the disputed information. I received no such notification. This is a serious violation of the FCRA, and I reserve the right to pursue further action. Your agency may avoid such action by immediately deleting this listing from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30312
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX I called Navy Federal Credit Union for assistance I was no longer able to pay my bills due to being diagnosed with XXXX and losing my job. They at that time gave me a lower interest rate on both the credits cards with them one ending in # XXXX and the other one # XXXX for what I thought was for 24 months cutting the minimum payments down to half. The one ending # XXXX was {$79.00} a month and the other one ending in # XXXX was like {$55.00}. In XX/XX/XXXX I went to pay the minimum per usual and noticed that the minimum monthly payments doubled card ending in # XXXX was {$150.00} and the other one ending in # XXXX went up to {$99.00}. I still made the minimum payment that I usually make the {$79.00} and the $ XXXX.I called Navy Federal Credit Union on XX/XX/XXXX to see why the increase happened at that time I was told my deferral had expired. I explained my situation and explained that those payments was too steep. They told me to go to navyfederal/pfi. I immediately submitted the application. I kept messing calls from Navy Federal during the day being a XXXX XXXX XXXX. I finally call and get someone and request that I be contacted after XXXX XXXX CST, however my rep was still reaching out even after that. I believe it was XX/XX/XXXX I finally spoke to my rep and she set up the deferment for 12 months on both my credit cards and my car loan. She said I don't have to pay nothing on my card ending in # XXXX and my car loan until XXXX and my card ending in # XXXX had to be paid on XX/XX/XXXX of {$50.00}. Now I was excited some of the pressure is received. Since that my credit score has dropped I had 2 alerts that Navy Federal is reporting me 30 days late. Called in and spoke to 3 different supervisor to say that they didn't mark me late to one saying just dispute it. Please look at the fact that I wasn't irresponsible that I tried to clear the matter up before it was too late. On top of that I paid on time consistently up until the minimum payment went up. They customer service is horrible all they reps act like you're less than because you can't pay your bills. I need for my score not to be effected so I can get another car. I currently pay a car note on a car that keeps breaking down on me. With the 50 points that my credit score just plummet I can get a wad of gum on credit. Please review the attachments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: As 5 decade members of NFCU and seniors with a VA XXXX, NFCU failed to give us a fair processing of our mortgage application. The loan was approved by the credit review team on XX/XX/XXXX with a XXXX XXXX and DTI well within VA guidelines. I was told that the everything looked good and the target closing was on XX/XX/XXXX. On XX/XX/XXXX we got an urgent call for payment of the appraisal fee and an appraiser would call within 5 days. No appraiser ever called. At XXXX XXXX on XXXX XXXX we received an email ( attached with auto replies ) stating our application was terminated after a Credit Review Team meeting. When I replied within minutes both to her and her supervisor were returned reading they were out of the office from the day before their email until XXXX. Businesses don't send an email like this on XXXX XXXX unless they are vindictive. The follow on denial letter received in XXXX merely was a checkbox for DTI and prior credit history, contradicting what I had been told previously. Most importantly, at no time during this whole 45 day process did anyone at NFCU raise any concerns, ask for clarifications, propose any options. I also received no immediate credit for appraisal fee as promised and I had to file a claim with the credit card company. This leads us to believe that we were denied due to a late year change in policy about senior members on VA XXXX having mortgages with NFCU or we were deliberately strung along as retribution for a bankruptcy filing nearly 10 years ago. An subsequent application on XX/XX/XXXX to XXXX just closed, was approved and well within DTI limits which confirmed our suspicions of NFCU bias against seniors or us personally. Our loss was 3 months of interest / PMI payment savings totaling {$1000.00} plus unneeded stress and humiliation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A