Date Received: 2020-03-16
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Hi, I have had a small amount of services that I had been using and paying my bills on time. The I have not had any problems with until recently when I was told all my accounts were in collections without any prior notice that I was owing a debt. Will you help me to remove these off of all my public records immediately. Best Regards, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX veteran who banks at Navy Federal Credit Union and I qualify under the federal mandate, Americans with Disability Act. In early XX/XX/2019, I tried to take out a second line of credit on my home. I was going to use a portion of these funds to help make my house more XXXX accessible for my XXXX. Currently, my home setup exacerbates my health conditions. Over the next 3 months, I begin to see firsthand that the largest credit union in the United States, with over XXXX employees, the one that handles all our military and veteran banking needs is non-ADA compliant. From its website design, to their untrained employees, customer forms, directions and even their instructions all violate the XXXX XXXX XXXX that all business and public entities in the US must follow. The report that follows will show that Navy Federal Credit Union fails to adhere to the XXXX federal mandate. When finally confronted with the problem Navy Federal Credit Union then denies services and creates additional barriers to service, to eventually retaliation, where they locked me out of my account, keeping me from my Federally protected VA XXXX funds that I receive. Navy Federal Credit Union failed to trained their employees, nor hire a trained individual with XXXX expertise to ensure their companies compliance. By failing to do so, Navy Federal Credit Union has built an info structure that discriminates against people with XXXX. This should be alarming and troubling to every single American. The very people who are out their putting their lives on the line to protect and uphold the laws that govern the American people. These people who made the ultimate sacrifice and end up becoming injured because of their service to their country, these are the people Navy Federal Credit Union are exploiting and taking advantage of by not being XXXX compliant. With over XXXX employees hired to handle our Military and veteran Banking needs, they should be setting the standards in the banking industry and as a country we should demand it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 86406
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Navy Federal is charging additional fees on a closed account and is reporting as late when the account is closed. This should not be done on a closed account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-14
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 particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that NAVY FCU has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92011
Submitted Via: Web
Date Sent: 2020-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Did not receive my escrow balance refund upon closing on a refinance. Contacted the bank who reported that the escrow balance was used towards the previous loan, however, this was never disclosed in any truth in lending or disclosure statements, nor was it reflected on the settlement statement at closing. The points and origination fees, were so high, that I was counting on that refund to help offset those closing costs and I would not have proceeded with the refinance had I known my escrow balance would not be refunded.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2020-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
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 MARKED MY ACCOUNT AS 30 DAYS LATE. I HAVE NEVER HAD A LATE PAYMENT WITH THEM IN ALL THE YEARS I HAVE HAD THE ACCOUNT. I MADE MY PAYMENT ON XX/XX/2019. XX/XX/XXXX WAS A SATURDAY AND MONDAY WAS XXXX XXXX. NAVY FEDERAL DID NOT POST MY PAYMENT UNTIL TUESDAY XX/XX/XXXX WHEN I MADE MY PAYMENT BEFORE XXXX ON SATURDAY XX/XX/XXXX. I HAVE CONTACTED NAVY FEDERAL SEVERAL TIMES BY PHONE AND I WAS ADVISED TO DISPUTE IT WITH THE CREDIT BUREAUS. I HAVE CONTACTED THE 3 CREDIT BUREAUS BY PHONE AND MAIL AND THIS ISSUE HAS NOT BEEN RESOLVED. I WANT THIS LATE PAYMENT REMOVED FROM MY CREDIT IMMEDIATELY AS I WAS NOT 30 DAYS LATE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: This Acc # is close also paid off I call them to fix it they said I would have the credit bureau
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33409
Submitted Via: Web
Date Sent: 2020-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My credit reports shows I owe a debt of {$5000.00} and XXXX ( Account Number # XXXX and XXXX ) I repeatedly disputed this claim with Navy FCU several times via mail over the past 5 years, this is not my debt and someone opened a fraud account in my name. I have never signed a contract. Never received any paperwork from Navy FCU debt is belong to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hello ; We applied for a VA Streamline Refinancing Loan with Navy Federal Credit Union on XX/XX/XXXX. It was to be a 15 years loan, at a rate of 2.625 %, which we had to pay {$6400.00} to buy down the points/rate from 2.875 % to 2.625 % which we were told had to be done or the loan would not be allowed. Please keep in mind from Day 1 forward we were ALWAYS told and reinforced, that if the rate drop ; we would not have to buy points. However, we would have to start the loan process all over again. Having to only pay for another credit pull or fee for the both of us for a little over {$38.00}. We were fine with this and not in a hurry. I always checked their rates almost every single day. For whatever reason, our Loan processor changed 3 times and we were last with XXXX XXXX at XXXX # XXXX. There were several bumps along the road with the numbers and on the 9-Loan Estimates documents we received along with the 2-Closing Disclosures notices. From the beginning I noticed the numbers were not right/off and not what we were told. Id call and mention this, theyd redo the Loan Est Form again and then they would change another or different number in a different area. Im kind of a numbers person, so I felt forced to watch this all the time. Anyway, we finally signed on Monday, XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX Tuesday the Feds lower the rates again. I did not get too excepted because I know the bank dont always follow suite and certainly not this quickly ( or at least in the past ). However, when I checked NFs website the next day ( XX/XX/XXXX Wednesday at XXXX ) I noticed the rates had dropped to our 2.625 % ; which we had, had to pay extra points for just to qualify for the loan or for NF to do the loan ( not sure which ). So we had decided to cancel the loan ; using the 3 Day Right of Rescission ; I went through every piece of paper in our closing documents and there was nothing there for this. So I started calling, emailing, and even NF contact on line messaging service ; and everyone I knew at NF that we had touched in the loan process. Because we were only about 37 hours from the signing and I wanted to take advantage of the falling rates. I had talked with at least 8 people at NF on XX/XX/XXXX in the am ( via phone, email, & messaging at NFs web site ) and all said the same ; yes you can do this. But all were warning me ; wed have to start the process all over again, and paying the {$38.00} fee again ; pushing out the closing again ; and probably having to pay an additional monthly payment or two in the process, etc. I told them all, no problem ; it was worth it all ; they all understood and noted they would have done the same. The next to the last person I spoke with at NF at apx XXXX XXXX mentioned that NF had dropped the rates again and now they were down to 2.50 % and if we purchased points again wed be down to 2.25 %. Then at XXXX XXXX the very last person I spoke with mentioned that they dropped to 2.375 % and if we did a buy down on the points it would bring it down to 2.125 %. I immediately started the new loan process over again. We were elated with this news ; I mentioned to her that both my husband and I were XXXX Veterans, that my husband was also a XXXX Veteran and we both worked in XXXX XXXX for many years and were preparing to retire. Thus, this whole refinancing effort to lower our monthly mortgage payments and just help make our lives a little easier. I had also talked additionally with our Mortgage Broker from the title company XXXX XXXX and she sent me an email noting we had time ; the loan had not been sent or funded and that she was pulling it all back and doing nothing till I told her otherwise, this was at XXXX hours XX/XX/XXXX. So of course, we were thrilled ; however this ended in the pm on XX/XX/XXXX when a 10th person XXXX XXXX ( our loan processor ) calls me and tells meyou cant do this, the loan is done and already funded. I explained to her what Ms. XXXX had told me, and the other 8 contacts from the am and she said she would check on it and call me back. Much later yesterday on XX/XX/XXXX Ms. XXXX called me back ; however, I was on the road traveling to XXXX for work and could not answer. She had left a message that this was now going up through her management for a decision and she would know by XX/XX/XXXX in the evening. XXXX XXXX XX/XX/XXXX Ms. XXXX called back ( she was on the smug side with me, a little rude and matter-of-factually ) ; I can only guess because in her mindshe had won now ) I didnt see this as a win or lose ; She said that NF had decided to not change the rate. I again told her I did not expect them to do that. I told her all along NF told me if the rate went down, wed have the right to start all over again and we were fine with that. She stated no NF would not allow us to do that, and the loan stands. Well at this point my husband I gave up, beaten, so we were ready to let it go. Friday morning XXXX I received a call from NF Title company saying there was one form we did not sign and that they would need it to completed and fund the loan. I told them thats great, you know we dont want to complete this loan and noted that to everyone with the required 72 hours ; which I was informed againwe dont have that right and had to complete the loan papers. I told her ( which was true ) I had no way to print it out, sign it and scan it back till Monday. My husband and I decided to look into this further ; I call researched on line about the 3-Day right of Rescission ; CFPB, Consumer Financial protection Bureau and felt we needed a 3 party to tell us our rights. Ive got to say there was no one in authority with NFCU to do that, so I turned to several people. In this process Ms. XXXX would call and kind of threaten us ( I guess with the nicest voice ever ). Tuesday XX/XX/XXXX her latest threat was you are risking your VA Funding if we dont complete the process and return the form signed. So I called VA XXXX XXXX XXXX @ XXXX and was told that was not true and that there should have been a 3 Day Right of Rescission in our signing packet. I mentioned their was not and also that one of their other reasons why NF said we could not do a Rescission the loan was because it was a NF loan to NF Loan. You know if we have to buy down the points again ; thats fine ; if we have to make a couple of payments till its refinanced ; even thats fine. We are hoping for our rights in this situation, and we are having trouble finding them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85027
Submitted Via: Web
Date Sent: 2020-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My now x husband stop paying the mortgage XX/XX/XXXX and I was not notified until XX/XX/XXXX {$2600.00} behind. I asked why was I not told they said they did not have my info. I am not the co buyer and by law the have to keep me informed of this mortgage and if they don't have my info it is there fault need to my I spoke to several lawyer and was told that is against the law and I hired one to sue. They found me a year letter to send the letter which show that they could find me. Now I'm in forclosue band they have a sell date. I got papers the end of XXXX stating they were going to restart the forclosue and I called on the 6th with a company to help my with this problem and was told about the sell date. Again if I had not called I would not no that the forclosue was started the letter said they are going to the court to start and to this point I have nothing in writing saying I'm in forclosue or they have a sell date so I would not know I have to do something to stop this like I'm saying Navy Fed does what they want and I suffer for it because I never know what's going. They can forclose for non payment and the law helps but no one says anything about me not knowing they were not getting paid nor did I have the option to pay cause I did not know. They use to take the payments out if my cheacking account but they stopped so I thought it was being payed. I had XXXX at on time XXXX another time and they took nothing after telling if the money was in the account they would but they did not even tell me anything until the money was gone GO FIGURE. I'm not stupid they know when I have money and when I don't. They go to the court like I'm a dead bet not paying my bills and it's working no one knows I did not know to pay thats why I am sueing because again I was told their actions on not legal. If the people that I'm working with now had not called they could sell my house before I could do anything. They do not do truthful or honest work. I did not no my x stop paying because the note was a draft from his paycheck so I had no way to track it but again no way one told me he wasn't paying and they were not pulling from my account which they said they would so I thought everything was good.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28540
Submitted Via: Web
Date Sent: 2020-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A