Date Received: 2020-02-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My card had been expired for a month and I was still charged on the card. I accumulated a late charge that I wasn't aware of that brought down my score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43420
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-25
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: I requested a balance transfer onto my new card, when I opened the account on XX/XX/XXXX. To this date of XX/XX/XXXX, navy Federal has failed to pay off my other card, but has charged my new platinum visa card, on XX/XX/XXXX, in the amount of XXXX. The inquiries I make vary wildly and all information I'm given is conflicting and inconsistent. They charged me for the balance transfer, but never paid off my XXXX XXXX XXXX balance. I spoke with my Branch Manager who also failed to fix the the issue. They have charged me for the balance transfer and never paid off XXXX nor give me clear information about what is happening or when it will be paid off. I asked them to follow up and they refused via the call center supervisor today on XX/XX/2020. They always have excuses. They wanted to do a stop payment today, and reissue the check, aka start from square one, again. I need it to be paid and they have failed to do this. They kept insisting to cancel the check and reissue it, and I refused because I knew that at some point XXXX would try to deposit it, and I would incur a fee. I also knew that Navy Federal would not reimburse me for the fee either. Update : I attempted to open a previous case with the CFPB, and Navy Federal ignored it. They ran down the time they had and fraudulently closed this case a a " duplicate '' with the CFPB. It isn't a duplicate case and I don't think Navy Federal even looked at it. I was never helped by Navy Federal. They do not appear to have any management or escalation department. My card eventually was paid with XXXX. The problem at this point is that Navy Federal took so long to pay off my XXXX card after they charged me for it, that XXXX charged me a ton of interest during the balance transfer process. THIS IS NOT A DUPLICATE ISSUE. NAVY FEDERAL HAS NOT HELPED ME AT THIS POINT OR TRIED TO. THEY HAVE DONE ABSOLUTELY NOTHING. I initially reached out to NCUA and they closed my case immediately, claiming that the CFPB would need to handle this case. There is no other case on this issue and this is not a duplicate case. THIS IS NOT A DUPLICATE CASE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2020-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/2020 I sent a rent application, then on XX/XX/2020 it was approve by a lawyer and was told to deposit money to secure until I would be able to move in. I sent the money {$1600.00} via XXXX XXXX and was told the keys and documents of the home would be sent overnight. I waited but nothing came I then looked their number up and it appeared on a scam website along with their name. I texted them on multiple occasions without a response, I have called them and also tried requesting my money back but she declined it and then blocked me on the app. I have filed a fraud claim with my bank XX/XX/2020 I sent them many screenshots from the day I filed the claim to XX/XX/2020 but was told they couldnt do anything in my favor because I used a third party app. I had also emailed XXXX XXXX on XX/XX/2020 and XX/XX/2020 and they told me they couldnt refund me my money but I am able to file a dispute with my bank and they would be able to have the right people help me out. I called my bank again and told them if I could file a dispute but they told me it really wouldnt be necessary for me to file one because it would be very hard to get my money back. I made a police report on XX/XX/2020 as well and havent heard anything back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98632
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: While selling a daybed, for {$250.00} on offer up, an online app where you are able to sell your belongings, a man named XXXX responded to my ad, showing interest. We exchanged phone numbers and he explained to me that he would not be able to pick up the daybed himself, and that he'd send extra money for his furniture movers to pick up the day bed. We agreed to a negotiating price of {$230.00} for the day bed, and I agreed to receive payment in the form of a check, which would be payment for myself, and for the movers I'd be able to pay in person. XXXX 's accountant emailed me the check, along with instructions on how to deposit the check. After opening the email, I saw the check was for {$800.00}, so I knew {$230.00} was for me, and {$570.00} for the movers. I only agreed to pay the movers if I could swipe my card, so that I'd be better protected, rather than handing the movers cash. After the check was completely deposited, XXXX told me I'd have to set up the appointment for the movers to come myself, as they do not show up unless appointments are made online. I told XXXX I'd feel better about him setting up the appointment, with his own credentials, as the movers would not come unless payments were made in advance. XXXX agreed to have his {$570.00} sent back, and gave me a XXXX user account to send the money to ; XXXX XXXX : XXXX. I called my bank, Navy Federal Credit Union, in order to verify the check was completely deposited and that there would be no way for XXXX to take his check back. The representative said the check was completely cleared and deposited, and also told me if I sent money back to XXXX, I'd still be protected by Navy Federal. I sent the {$570.00} to the XXXX account, and XXXX claimed to have never received the money back. At this point, I decided I wanted to be done doing business with him, and asked him if I could send back the rest of his money so that we could both be done. He sent me his brother 's XXXX account : XXXX XXXX : XXXX. Once again, I called Navy Federal to double check that there would be no way for the deposited check to be pulled from my account and that I'd be protected if anything were to go wrong, and they confirmed I would be. I sent the money, and thought we'd be done with business. On Tuesday, XX/XX/2020, I woke up and realized the check that was supposedly completely deposited into my account, was withdrawn, and now I was missing the initial {$800.00} XXXX sent to me, in addition to the {$800.00} I had to send back to XXXX. Upon research, I found that the " fake check '' scam is something used often by scammers to essentially steal money. I called Navy Federal again to file a complaint, and also receive the money they said I'd recieve back because of their " protection '', but all they could do was offer a dispute for the transactions, and told me there would be a very slim possibility of receiving my money back. I faxed in documents to Navy Fed to prove I was being scammed. I called XXXX, but they would not give me any information as to who was behind the two XXXX accounts I sent the {$570.00} and {$230.00} to, and only kept trying to redirect me back to a Navy Federal representative, which already proved to be unhelpful. After reaching dead ends with both companies, and being ignored by XXXX, I filed a police report with the XXXX XXXX County Police Department, in XXXX, VA, against the scammer. After sending in my proof, all Navy Federal Credit Union could tell me was to just wait for their security team to finish the investigation. On XX/XX/2020, I received a letter in the mail, from Navy Federal Credit Union, informing me the dispute has come to the conclusion that there was nothing done wrong on Navy Federals end, and that I am completely responsible for the {$800.00} that was lost. I disagree that I am responsible for my loss, because I would not have made the {$800.00} transfer if the representatives I spoke with, from Navy Federal, did not say there is no way the deposited check can be pulled from your account. I called Navy Federal at least 3 or 4 times the weekend the transfers were made in order to confirm that the check was completely deposited and that Id be protected in the event of a scam, and now after all is said and done, I am responsible for the money the representatives told me the scammer couldnt pull from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2020-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: Between XX/XX/2019 to XX/XX/2019 Navy Federal has charged my account over 10 overdraft fees. I followed their procedure and submitted unauthorized debit forms in order to have the transactions investigated and they have not investigated any transactions. As per their policy they refund the funds until their investigation is complete and Navy Federal has simply been uninterested since the beginning in resolving any of my concerns which is why I am making a point to make my concerns known and will continue to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Navy Federal Credit Union offered a zero percent interest on balance transfer to my credit card. They hid the promo rate expiration in a separate box on my credit card statement, creating two " interest charge calculation '' boxes. The important box was on the last page of the statement after all the fine print. While the main page showed my balance would be treated as 0 %. They then told me when I asked about the extremely deceptive interest charge calculation, that the 0 % does not work like other balances and would be given 0 " grace period ''. So basically they hide the needed information, I paid the balance in full before the next statement, but they still charged interest on the amount even though the prior statement showed 0 %.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VT
Zip: 053XX
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
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: Today, XX/XX/XXXX at XXXX, I called Navy Federal Credit Union at XXXX & spoke with XXXX to open a credit card charge dispute on my account for the following amount, {$8000.00} on XX/XX/XXXX. I spoke with XXXX and explained the fraud from XXXX XXXX DBA XXXX XXXX XXXX that took place on XX/XX/XXXX. Now, XXXX stated that she will open a credit card dispute but they generally except disputes within 60 days of the transaction date. Now, XXXX XXXX failed to disclose accurately about there company. XXXX XXXX told us verbally that members can get vacation packages trip 2 years in advance over any other resorts & that there membership is cheaper than XXXX XXXX. XXXX XXXX notified us about yearly membership fees along with amount but failed to inform us verbally that they go up every year. The resort promised 2 free trips for attending, that we must use within 1 year which we later found out we cant use because the resort sell out 2 years in advance for Hawaii trips. These resorts mislead consumers like my spouse and I to join their resort. If we had known the truth, we would have NEVER became members. Now, we discovered the truth when we contacted XXXX XXXX on XX/XX/XXXX at XXXX, when we requested a trip to Hawaii for XX/XX/XXXX, for 10 people and were told that they sell out for there Hawaii trips 2 years in advance which means that these resort companies failed to disclose this information prior to signing the contract. Now, we never knew there was fraud until XX/XX/XXXX. We were not able to dispute this transaction until now because we contacted XXXX XXXX to resolve this issue but they failed to do anything about this matter. Then we filed complaints against the resorts with the XXXX along with the State of Nevada. As of today, we have not heard anything from the XXXX or the State of Nevada! Again, XXXX said we generally have 60 days from the time of the transaction to file a dispute. In most cases, people know about the fraud with in that time. Since we didn't know about the fraud until XX/XX/XXXX, our 60 days should start at this time which means we should have until XX/XX/XXXX to file this card dispute which we want to do! We should be allowed to have all of our funds be returned to us in full since these resorts failed to disclose everything to everyone prior to signing the contract which does violate state law ( s ) NRS 119A.710 deceptive or unfair acts, NRS 119A.410 misrepresentation, and possibly NRS 205.330 for fraud. We request to be allowed to file the dispute for these charges and get all of our funds returned immediately due to the fraud that these resorts created.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89156
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX of 2019, shortly before XXXX XXXX, I missed a call as I was on my way to the gym. I listened to the voicemail and returned the call immediately as it was the fraud department from my bank, Navy Federal Credit Union, regarding some suspicious activity. The first thing I noticed was that I had a very difficult time trying to get a hold of someone through the automated system, which had not be the usual case in the past. Once I did get someone on the line, I stated I had received a voicemail regarding some suspicious activity. She began looking up my information and I logged into my account via my app and we went over the transactions that had taken place that were not my doing, only of these had been flagged. The transactions all had taken place in Georgia and Tennessee. She asked if there was any chance that it was me, and I said no, and that I was in XXXX, CA. I also told her I still had my ATM card with me. While she was on the phone I went to check and see if my credit card had been affected as well when I noticed a large amount missing from my savings account. I selected my savings account and noticed that someone had also withdrawn {$9000.00} in cash. I informed the lady on the phone, and she immediately looked into it. She stated someone walked into a branch in Georgia, requested a new Debit card and pin, and then continued to withdraw {$9000.00} in cash from the teller. She said it then appeared as they took then took that same card to make all the suspicious transactions that had been flagged on my checking account. She informed me that they would have to open up two separate claims due to one set of transactions being via Debit card, and the other being performed in person at a branch. She said they would have to wait until the transactions were no longer pending and had cleared. She said they would follow up with me. I did not hear back from them all weekend, so I contacted them the following Monday, XX/XX/2019. I spoke to someone and asked for an update. I spoke to them the next day as well and they said that I would most likely be receiving a temporary credit to my account for the transactions that had been completed via the debit card effecting my checking account, but would not be able to be temporarily credited for the {$9000.00} cash withdrawn due to the difference in investigations. I also learned, after asking them how this could happen, even if they had stolen my information from somewhere else, since Navy Federal has a secret verbal password in order to complete anything. So how did someone know what my verbal password was considering that is not something they can steal from anywhere else, and I was informed that Navy Federal had done away with the need to use the verbal password. I told them, that verbal password could've been the one thing that kept my money safe. I then asked them if they had contacted the authorities in that area where the money was stolen, and I was told that they do not do that, and that if I wanted the authorities contacted, I would have to do it myself. Now, I have never had this happen, so I had unfortunately assumed, that a bank would call the authorities to ensure this doesn't happen at whatever branch it happened in, but I was wrong. So I began my research into what authorities to contact since I reside in XXXX XXXX, CA, the fraud took place in two different states quite far from me, and I didn't know who's jurisdiction this would belong to. A friend of mine that is a police officer in a different city of California, recommended I contact my local sheriff station and speak to them regarding the situation. I went ahead and filed an incident report with XXXX XXXX on XX/XX/XXXX. I let the bank know as well. I continued to keep in contact with the bank asking for updates, and asking if they had figured out how this could've happened, and the staff became ruder and ruder. This was all a very uncomfortable and scary situation from the beginning, and their treatment was very uncaring. I finally received a voicemail in XX/XX/XXXX, stating that my fraud claim for the {$9000.00} claim withdrawal had been denied and deemed my responsibility. I immediately called back and had another rough time trying to track down the woman that had called. Once I was connected to the security/fraud department they verbally told me the same thing. I asked what evidence their decision was based on since I was in XXXX, California when all of the transactions took place. The security lady informed me that due to the fact that the individual used my pin to make the withdrawal that proved that it was me. I verbally disputed this, and informed the lady that I was personally made aware of the fact that someone had walked into that branch shortly before making that withdrawal and was given a new debit card and pin, which is why they had a pin. And that if she looked in the history of it all she would clearly see that. She stated that the decision had been made and that they would not be reopening the claim. She asked if I would like to see the evidence and surveillance that they had proving it was me, and I said yes. She then proceeded to tell me that she would need a subpoena. I was very upset when this happened and told there I wanted to speak to someone else. She told me I could file a dispute on the claim. I called back and asked how I could file a dispute, again, I was treated very poorly and even brought that to their attention. No one would give me the name of the lady that had handled my case, the name if the individual that made the decision on it, or even the file number. They thought I simple wanted to complain about one individual when in reality I was trying to dispute the decision because I had evidence that I was in California the day of the fraudulent activities took place and I needed who to forward everything to. The whole situation was very frustrating and mentally and emotionally draining. On XX/XX/XXXX, I received the denial letter for the {$9000.00} claim as confirmation that it was indeed denied. Luckily, on the day the fraud occurred, XX/XX/2019, I was caught on camera in XXXX, CA, on multiple phones due to having a going away luncheon for a colleague at our work office, and I was also caught on my jiu jitsu instructors camera while I was on the phone with the fraud department at the gym. I have contacted an attorney as I feel that my continued pursuits to try to correct this with the security/fraud department will lead nowhere. I do would prefer not to move forth with litigation, but I need my money back! As a new realtor, I am technically self-employed, worked my butt off for that money and still have to pay taxes on all that money that my bank allowed to walk out of the bank branch. It is ludicrous! Where is my protection as a, multiple year, loyal member of that credit union?! It is absurd how easily these people could just walk in and steal my money from my bank IN PERSON. Absolutely makes me afraid to bank ever again! The only individuals that treated me with exceptional care, was the initial lady I spoke to, the one that gave me all the details that took place that day, and the very last gentleman by the name of XXXX, that was trying help me figure out how to get things sent to the right person, and although we didn't exactly find anyone concrete, and he found me a general address, he was so kind to me, that I actually broke down crying because FINALLY someone with some compassion for the true victim. Shame on everyone else!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92583
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During XX/XX/2020, I applied for a home equity loan with Navy Federal Credit Union ( NFCU ). By way of background, on reviewing my credit profile, I discovered that although my XXXX and XXXX scores were good - XXXX and XXXX respectively. I also learned that there are two general factors that are negatively affecting these scores : ( 1 ) high credit card capacity utilization of 67 % and ( 2 ) approximately {$710.00} of medical collection accounts. I had no knowledge of the medical collections. In order to resolve these two issues, I discussed several loan restructure options with NFCUs loan representative. We agreed that the most sensible resolution would be to negotiate a home equity line of credit ( HELOC ) with three initial draws pay-off the open NFCU mortgage loans and the NFCU credit card and include an additional unused line of credit for possible future major home repairs. We also discussed the relatively small medical collection accounts that I was actively disputing them and had sufficient funds on deposit to fully and promptly settle any open, proven debts. The result of this restructure would solve both issues and result in a substantial improvement of my credit score by at least 50 points. My current XXXX score is XXXX very respectable. The NFCU loan representative took my complete loan application, pulled my credit report and score and rendered a rate quote, subject to verification as he explained of Prime + 1.75. We agreed that my profile was strong - long-term ( 30-year ) NFCU member with an outstanding current NFCU loan record, good credit score despite the negative aspects and a solid plan of restructure. Further, the aggregate LTV is calculated to be around 50 % - very positive equity position for NFCU. Shortly thereafter, I received an Adverse Action Notice citing the medical collection accounts ( delinquency ) and high credit card utilization and that NFCU does not grant credit on the terms requested. I challenged this by letter to NFCUs CEO, XXXX XXXX stating that the reasons for the loan denial were considered as the basis of applying for the loan in the first place and that this was known to and considered by the loan representative at the time of conditional approval and rate quote. Further, if HELOCs were no longer available as the notice provided, I asked why an application for such a loan was accepted. NFCU later confirmed that the HELOC product was available ( contradicting the Adverse Action Notice ) NFCU responded that the reason for the loan denial was a result of the credit score. That was not referenced in the Adverse Action Notice. I asked for a full and responsive explanation which has not been provided, except that I have received conflicting explanations all non-responsive. Among these explanations was the previously undisclosed and the ACTUAL reason for the denial failed FICO. When I demonstrated that the FICO score reported on NFCUs site qualified me, I was told that they relied on a different score. Then I was told that the original loan request was incorrectly set up in their system and this may have influenced the result, yet NFCU refused to make the correction. Later, NFCU invited me to contact them to discuss options that they apparently neglected to offer before ; however, then later advised that no such exceptions were available. Regarding the rate quote referenced above, I never received an a plausible explanation for the disparity between offering a quote on an otherwise declined loan application or how the loan representative used my credit profile to offer a product that was destined for declination rather than a product that would have qualified AND that I was encouraged to pursue the loan facility that was destined for declination rather than the alternative that would have been approved. NFCU did, however, admit that they failed to properly disclose the nature of their declination or, in their words, their lack of transparency I am not interested in any loan accommodation from NFCU, as the primary financial institution recommended by my brother-in-law offered me a loan facility consistent with my desires and did so within a couple days. What I do seek is an examination of NFCUs lending practices as applicable to my case in order to determine violation of applicable regulations. I understand that you are unable to advocate for me personally. Attached is a copy of my letter dated XX/XX/2020 to NFCUs CEO that gave rise to this issue. Given NFCUs conduct to me, I expect that any response to you may very well not be fully accurate or responsive. As such, I ask that I be made aware of how they respond so that I can offer a documented rebuttal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23502
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I am a consumer. I sent several certified return receipt Afffidavits Of Truth with Clerk Of Court acknowledgments of the Affidavits and Notary Public. 1. ) Certified Return XX/XX/XXXX 2. ) Certified Return Receipt XX/XX/XXXX 3. ) Certified Return Receipt XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29418
Submitted Via: Web
Date Sent: 2020-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A