Date Received: 2020-03-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am a victim of ID theft. I have a account with Navy Federal. My account is currently restricted for things I do not have any knowledge of. There was disputes going on with other consumers that I do not have any knowledge of, and for that particular reason Navy Federal placed my account in security. I sent Navy Federal copies of police reports so that I could continue to use my account and they refused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I applied for a primary home refinance with Navy Federal Credit Union and were assigned a processor on XX/XX/XXXX. We were warned by Navy Federal Credit Union at the time of application that the volume was heavy and the average wait to close was about 82 days. We complied with all the required processing procedures in a timely manner, yet after waiting over 150 days, we still hadn't closed or got any formal resolution of our application. Still no formal response from Navy Federal to date. We finally received an email from a newly assigned Navy Federal Processor on XX/XX/XXXX stating that our application was " submitted to the Credit Committee as is '' and the date to have all items successfully received into the file was XX/XX/XXXX. " You are welcome to reapply in the future if you wish to proceed. Upon contacting the originator of this email we finally made phone contact with this processor. She told us that the application was incomplete. Asking her exactly was incomplete about it, she thinks that it was just incomplete due to poor communication between us and the processor. I can tell you we always responded to any request about this application in a quick thorough timely manner. Any lag time in anything was due to Navy Federal 's poor processing actions, not ours. We Have requested a formal written response as to why we haven't closed to date ( XX/XX/XXXX ). We got a voicemail from someone stating she was Navy Federal Supervisor XX/XX/XXXX which just stated " if you still desire further correspondence regarding the previous loan application her number is # # # # # # # # # #. Please give me a call if you want to reapply and there is no waiting period for you to satisfy ''. I have left 2 messages since this message was received and I have yet to get any response. In the mean time I have decided to initiate a loan with another company on XX/XX/XXXX. Perhaps our situation can help others in making a better decision when considering using Navy Federal Credit Union in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-03
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I was contacted on Sunday XX/XX/XXXX at XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76119
Submitted Via: Web
Date Sent: 2020-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-02
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I deposited a check I received for the purchase of my sofa. The person purchasing the sofa asked me to pay the mover 's once the check cleared, so once I saw the funds in my account, I contacted them and sent the funds to who they said were the movers. The check appeared to be a cashier 's check and it was out of state from Georgia. Navy Federal put a hold on the check for two days and then released the money into my account, but did not verify with XXXX if the cashier 's check was legitimate. Well, this morning that check bounced and they are holding me responsible for this. My account is in the negative {$1500.00}, I have to pay my rent and be responsible for the charges affiliated with this transaction. Why would they release the funds before confirming if the out of state check was good? I don't have money like that. I am a single parent and given that they are the bank experts, I would think that they would do their due diligence to protect me and them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2020-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My XXXX year old daughter 's account was hacked. She called the bank ( NFCU ) and was given a new account. This happened the 1st week of XX/XX/2020. Now they've applied the fraud to her account and here it is almost XXXX and she still hasnt recieved her money. She had nothing to do with this and I dont know why they are holding her money. I have been given 3 different dates and have been treated very poorly as a customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2020-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Navy Federal Credit Union misled its members about its debt collection practices and also unfairly froze me out of my own account without adequate warning. Account is currently closed with credit union not providing online access to make payments, not sending statements or providing a written payment confirmation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Lost card for 48 hours didn't realize it and it was used by someone else. Reported to credit union and they said that debt was valid. Fraud can't be valid but credit union reported negative to credit bureau on my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: ACCOUNT WAS OPEN WITHOUT MY CONSENT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38128
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The statute of limitations expired for this credit card account. However, it continues to report on my credit report from Navy Federal Credit Union. I request Navy Federal Credit Union remove this account from all three credit reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2020-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account had several checks placed in the savings account it was done without our acknowledgement and when they froze our accounts I agreed to pay the amount because it was valid and I could see it in my account. However, at this time all the amounts have been paid on the account in the amount of {$1500.00} we have {$410.00} left in the XXXX account and a XXXX balance in all the other accounts. However, they will not allow my husband to remove the money in the XXXX account saying that I am a joint owner in the account although we have a XXXX balance and do not owe any money to the bank right now. My husband also has money set to deposit to the account in the next 1-2 days to the account as well as my tax refund is also set to deposit to the account tomorrow XX/XX/2020 in XXXX. The lady in the security department is saying claims made on the account are being reversed that are over 30-60 days old, as well as they will be be reversed until XX/XX/2020. At this point I would like all my money out of the accounts, my husbands deposit that is coming in the next few days as well as my entire tax refund that is hitting my account tomorrow. The representative I spoke with on the phone today told me that it would be ok if I took some of the money out the account right after we got off the phone with account services and if they listen to the call they can hear it. Now they are refusing to take my call in the security services department and they are not willing to release any money. I am actively talking to an attorney in reference to this situation and not wanting to release my husbands money on his account. I am XXXX and I was just awarded my XXXX as they can see the {$12000.00} that hit my account last month. The stress that Navy Federal is causing on me not being able to feed my children and grandchildren, not being able to go to my medical appointment I had in XXXX, NC this morning because I don't have the gas to go there and not being able to get my medications due to this stress of not being able to get my money. If we can not come to a reasonable accommodation my attorney will be glad to proceed with filing a lawsuit and get me all the pain and suffering this undue stress is causing me as well as zero out everything that Navy Federal is trying to make us pay. I paid what they asked me to pay and if we have a XXXX balance on all accounts now then why cant we receive our monies? We have a gas bill that we agreed to pay today and we cant pay it because they wont release our money and we have bills that we cant pay now. Once our taxes hit tomorrow we would like our money and to walk away and not look back we do not plan on dealing with Navy Federal again and I plan on telling others about how we were treated and now they wont even take our call. Navy Federal started off good but how can you freeze someone money and they don't owe you anything right now? We cant look at the future we have to look at the right now even if something is going to be reversed its not reversed yet nor is it showing negative on the account. I would strongly recommend if they have this bank to change asap. I cant get gas, pay bills, go to my medical appointments, get my medications, pick up my kids from school, or even buy groceries for my house because the money in the account is frozen. We went ahead and used my husbands 1st retirement pay to clear up the accounts and that money was for bills specifically and for me to go to my medical appointments but now I cant go. Your more than welcome to call XXXX XXXX to confirm that I had an appt today and now one tomorrow I cant go to. I'd like my money from this bank and when the money is reversed on XX/XX/2020 my attorney, Navy federal and my husband and sit down at that point and talk about it and see if it can offset my pain, suffering and stress its causing me. I cant even get my anxiety meds because they wont release my money. Navy Federal is now refusing my call and would not speak with me at all!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28303
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A