Date Received: 2020-01-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In researching the most recent class action lawsuit against Navy Federal around how they handle overdraft fees, I'm convinced that multiple transactions in the month of XXXX and last year were handled inappropriately. Specifically, items were in a holding status for multiple days allowing fees to be assessed each day to avoid the maximum fees in one day. In the month of XXXX, I was assessed XXXX in fees. Last year I was assessed hundreds of dollars in fees, Navy Federal intentionally did not post my direct deposit so they could assess more fees. I'm extremely concerned that today XX/XX/2020 someone who owed me money called Navy Federal to transfer funds to me. Navy Federal provided this individual very personal details regarding my account and identity. Specifically, a Navy Federal rep provided an estranged member with my home address and other sensitive details related to my identity. I am astounded that Navy Federal would put me in danger by releasing these details without my permission and who is not on my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
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: I have disputed alleged account from NAVY FEDERAL CREDIT UNION multiple times with XXXX and XXXX. They ( XXXX and XXXX ) claim the information is " verified '' but can not provide indisputable, undeniable proof. I have asked for prima facie evidence on more than one occasion via jurat affidavit to XXXX XXXX d/b/a Navy Federal Credit Union, Chief Financial Officer dated XX/XX/2019 bearing USPS Certified Mail # XXXX and have not received the response from the previous notices dating back to XX/XX/XXXX that were sent to Navy Federal Member Service Department as well ( evidence can be furnished upon request ). Furthermore, the alleged creditor has been sent a CERTIFICATION OF NON-RESPONSE/NON-PERFORMANCE ( jurat ) dated XX/XX/2019 bearing USPS Certified Mail # XXXX evidencing the alleged Creditor AND Credit Reporting Agency 's inability to properly " verify '' the accuracy and completeness of the information they are furnishing/reporting which is infringing upon my consumer and inalienable rights and hurting my ability to obtain credit. Under FCRA 15. U.S.C. Sec. 1681, unverified accounts must be promptly deleted. They have been given over 30 days to provide verifiable proof and have failed to do so. I have demanded the erroneous information to be removed from my credit report and will seek damages in a competent court of jurisdiction in addition to filing a complaint with the Attorney General, Better Business Bureau, and IRS Financial Crimes Task Force in the event this issue is not resolved immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29526
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My auto loan with Navy Federal Credit Union ( NFCU ) was opened on XX/XX/2018. Upon review of my credit report I discovered that NFCU was reporting my loan as being paid 30 days late around XXXX 2018. I receive SSDI and am paid direct deposit into NFCU no later than the XXXX and every month call them personally so that I can access my pending deposit into my account a day early. They require that any payments owed to them such as my monthly mortgage payment and auto loan be paid in full and made current to do so. At that time, I authorize NFCU to pay those accounts by the representative I am talking to and then I can access my account. Despite a lawsuit against NFCU, they continue to limit access to my account when I am overdrawn or a payment is past due. I am redirected to what they call my delinquent account page which is a white screen and limited access to view my accounts. Every single month its the same thing despite being able to look at my account to understand I am paid once a month and have always brought my accounts current. I contacted NFCU several times regarding this late payment and am told that I have access to the exact same information they behave and XXXX 2018 is too old to access certain details. I was request to speak with an account rep was denied on my last call. While reviewing my account information I discovered transactions that were confusing in addition to a late fee that is assessed every month and added to my auto loan balance despite that loan being paid usually within what is commonly known as a grace period although it is difficult to find such information on their website. At no time over the course of 1 year was I ever informed of a 30 day late payment although I did have that loan adjusted at some point to a lower interest rate and payment because of financial hardship and having excessive medical bills and issues with my spouses health. Currently my account status on my auto loan is current and I have not made a double payment to account for any payments not being made because I would know given my limited XXXX income. If there was a mistake in making the payment then the burden is with NFCU because they are the ones handling the account and the payments at the same time my pending funds are released. I also question my escrow account and my FHA mortgage serviced by them. My escrow account was reduced because of Homestead and my property taxes went from {$770.00} annually to {$100.00} annually yet my refund was for only {$210.00}? Taxes were escrowed when I closed in XX/XX/2018 for the {$770.00} tax bill due XX/XX/2018. It was explained that they had to escrow for the lower amount also but should they not have much more in escrow pre-paids as well? No one has answered my concerns despite inquiring twice about this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-14
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
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, XXXX XXXX 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 for this balance transfer. The inquiries I make vary wildly and all information I'm given is conflicting and inconsistent from Navy Federal. 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 the balance transfer to my account but never paid off XXXX nor can they 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 on XX/XX/2020. They wanted to do a stop payment today, and reissue the check, aka start from square one. I called in again and was transferred to the " Resolutions '' department. They keep repeating what " should be, '' etc. People continue lying to me about the scenario and using inconsistent and completely differing timelines, 3-5 business days, 10 business days, 14 business days, etc. I was also lied to initially and told by " XXXX '' before transferring me to the " resolutions department '' handled NCUA complaints, then quickly found out they do not. The Resolutions agent refused to tell me other than " Upper management, '' who could help me with a NCUA/CFPB complaint. She lied and told me " they '' were unavailable and refused to let me know which department I would need to speak with. A stop payment would cause me a fee if/when XXXX ever receives the check, and I am sure Navy Federal would not hold themselves accountable for putting a stop payment and sending a bad check to XXXX on my behalf.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2020-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I originally applied for a conventional Mortgage Loan with Navy Federal Credit Union on XX/XX/XXXX. All loan application items were submitted within a week of application. I am still struggling with communication back and forth from the Credit union. Just recently I learned the loan origination date was changed to XX/XX/XXXX, I personally feel this may have been done in order to avoid CFPB penalties. Please assist, I am struggling with moving forward on this loan and I feel some areas may have been adjusted in order to avoid any regulatory penalties. My contact number is XXXX, I have all supporting documentation should you need it to move forward with this complaint. Loan app : XXXX Original loan processors name is : XXXX Phone : XXXX EXT. XXXX Fax : XXXX Her Supervisor who was also involved in communication was XXXX. I have now been reassigned to : XXXX XXXX XXXX Mortgage Processor | Mortgage Lending Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX XXXX, FL | XXXX NMLS : XXXX Email : XXXX Phone : XXXX Ext : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76092
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-11
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2019 I opened a account with Navy Federal Credit Union ( NFCU ) I qualified for the membership through a roommate who was a government contracter. NFCU after requesting numerous pieces of documents my drivers license as well as proof of residency opened my account for a checking and savings account and I made a {$50.00} initial deposit using my credit card.After about 10 days I encountered a representative on the phone who stated they could not understand my XXXX and immediately after that I noticed while trying to log into my account that my account was blocked. I met all qualifying criteria for membership however I felt because my XXXX was not as fluent as the representative wanted she had my account blocked for additional documents.This I believe is a unfair practice and should definitely stop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90640
Submitted Via: Web
Date Sent: 2020-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
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 Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, 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: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Good Morning, I am writing you this message from my XXXX location with the XXXX XXXX XXXX. I am currently in the XXXX XXXX XXXX but on a XXXX XXXX XXXX order. I learned about my XXXX late summer and when I did, I contacted all my lenders regarding XXXX benefits. All of the lenders I have done business with explained the benefit to me in full, to include Navy Federal Credit Union. My first interaction with Navy Federal Credit Union, i contacted their SCRA department per the number they provided on their website. My first encounter was with a gentleman named XXXX. XXXX was very forthcoming about the benefit and explained to me how it worked. He explained to me that I would be eligible for SCRA from the start date of my XXXX XXXX orders. He also explained that all debt prior to that date would be reviewed ( to when the account was opened ), and a refund would be sent for any amount over 6 %. He said this also applied for the period while I was on XXXX XXXX. I understood that this benefit would end when I am off XXXX XXXX in XXXX or XXXX. After speaking to XXXX, I called back to the department to confirm the benefit and again I received XXXX and he re-affirmed what he stated to me before. I submitted my orders when I received them and around XXXX, I received notice I was approved for the benefit. Shortly after approval, I logged into the Navy Federal Account and notice a large adjustment was made to my credit card and small adjustment to my checking line of credit. The next day, I noticed the large adjustment was credited back and a small adjustment to my credit card was made. After seeing this adjustment, I found the XXXX to reach out to Navy Federals SCRA department. I spoke with XXXX in the department and explained my situation to her and how I was told what I was expecting per their own team member. XXXX responded with a very snarky, annoyed and seems to be laughing and said you heard wrong and the decision is final. I mentioned to her I was told I was promised a retroactive refund to all pre-active duty debt and again with an attitude said no the act doesnt work like that. I ended the call by saying thank you for your time and hung up. In XXXX, I reached out to their executive team at Navy Federal Credit Union as I was upset and hurt with the way I was treated and how I was misled by their team. After several attempts to Navy Federal Credit Union, I spoke with a gentleman named XXXX. XXXX was looking to help out the best he could with the situation. I explained everything to him ( what I said earlier in this email ) that I was told twice by your team member that I would get a retroactive refund from all pre XXXX XXXX debt. I also explained the negative treatment I received from XXXX as well. So after 15 minutes or so, on behalf of Navy Federals mistake, he offered me a refund of XXXX interest charged on my Navy Federal Accounts. I was happy NFCU was willing to compromise but I told XXXX I was looking for what they originally told me but I was open to compromising as well. We ended the phone call where XXXX was going to speak with his management team about Navy Federals mistake and see if they can make it right. Yesterday ( XX/XX/XXXX ) I received an email to contact XXXX at Navy Federal. We spoke about the situation and he asked if he could email me in an hour as his leadership team needed to review calls. XXXX then asked me if he could put me on hold to speak with his manager. He came back saying the managers reviewed the tapes and said the decision is final. Best of all, they pulled the offer of crediting the XXXX interest on my Navy Federal accounts. So basically Navy Federal admitted to a mistake, offered me a possible compromise to the deal, and then magically review the calls while I was on hold? Then pull the carrot away from my face and say sorry the decision is final and cant honor the previous offer? This is how we treat the military especially when your organization makes a mistake. I told XXXX last night usually businesses so right by admitting their mistake and satisfying the customer. I guess Navy Federal doesnt work like that. I have spoken to legal counsel from my base and they advised I was in the right on this and they should honor their word from the initial encounter. I would like you to investigate Navy Federal Credit Union and I still want what was promised to me in my initial phone call. I know I am right with what I heard and wouldnt be wasting my time and your time if this wasnt true. I would like Navy Federal to retroactively refund interest they promised me in the initial contact with them. As I dont have a working cell phone here, emailing me is the best option to contact me. I am in Gulf Standard Time so it might be some work to get hold of me. Regardless, I want Navy Federal Credit Union held responsible for their actions. Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or about XX/XX/2018 I was roofied at a party and the couple who did it knew I had $ XXXX in my bank from the settlement of my house after divorce. They kept me locked in their house in XXXX, drugged, while they stole XXXX everyday and made purchases at different stores. They did finally drop me at a hospital as I almost died. During the whole time I was in hospital they continued to steal my money. I sent the hospital report from XXXX and XXXX XXXX hospital to Navy Federal to prove that it was not me making the transactions. They still refused my claim and 3 appeals. I couldn't walk and i was hooked up to XXXX even to the point i had a XXXX with a XXXX XXXX. I did file a police report but the XXXX XXXX police do not have it on record when I called to request a copy. Nevertheless there are cameras on the arms and stores. They could have seen it wasn't me but more importantly read the medical report stating that I was XXXX and couldn't walk. Why wont they refund my money and pursue justice for what those people did? Please help of you can. Thank you for what you do, at least now I am recovered I can try to pursue a resolution and I thank you so much for giving me a platform to do so. Thank you again, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Continuance of Complaint number XXXX I originally filed complaint due to a car loan being denied. It also brought to light problems of a credit card being in closed status. Navy Federal Response XX/XX/XXXX : Thank you for your inquiry. Navy Federal received notification of your Chapter XXXX bankruptcy filing and, as such, all active lines of credit were closed. Upon bankruptcy dismissal notification, your account was updated and your are now eligible to apply for all lending products. For any further questions, please call Navy Federal Lending, at XXXX. Your Message XX/XX/XXXX : I applied for a vehicle loan today and was told I was ineligible for a vehicle loan due to a revoked credit card. I asked which credit card and a representative stated it was the Visa card issued by NFCU, that I have had no missed payments on. I would like to ask the specific reason my card was closed. Very Respectfully, XXXX XXXX XXXX I sent a e-message to the bank which it states it will respond in 2 business day : Subject : Account Closure Your Message XX/XX/XXXX : To Whom It May Concern- In reference to the active credit lines were closed, I would like to have further clarification. I notified Navy Federal of the Chapter XXXX due to forclosure and was with the intent to dismiss due to waiting of second property to complete sale, which it took me only 1 week to pay the creditor. I had contacted the Credit Card issuing section, I was told my accounts would be frozen and not closed. I was first contacted by the credit granting section on the XX/XX/XXXX. I stated to the section I had not listed NFCU as a group requesting relief from. The reason was due to damages on both properties in Missouri and Georgia and no renters for a substantial period of time. I further confirmed the house in Missouri was in its final stages of sale and the only creditor would be paid and court proceedings would be dimissed. The manager of the section at the time stated my account would be placed in a freeze status and to let the section know of when the creditor was paid. I notified the section on the XX/XX/XXXX, which even during the time of the proceedings I still paid all debts on time. I was further told by the section manager that once the dismissal was finalized NFCU, would 1 ) reinstate my automatic payments and my credit card would be unfrozen. On XXXX XX/XX/XXXX, I contacted the section manager again and sent the documentation of the dismissal. I was told at that time with the information sent by the courts would be put into file and my accounts would be returned for the following payments on my vehicle loan and my account would be unfrozen. I even followed up the following week and told I was good and no problems. I have since also paid off my vehicle loan and also paid my credit card down but nothing that would exceed more the 15 days. I have received 3 different explinations from your offices, first the grantors discontinued my credit for other reasons and not due to dismissal, the account was closed on the XX/XX/XXXX, and dont have to be told credit was ended. I find it odd during the 30 days when I contacted each time I was not told of a closure of an account and was told only frozen and was told on the XX/XX/XXXX would be unfrozen if the account was closed on the XX/XX/XXXX. Plus due to the fact of when I applied for the loan that the bank said there was a chapter XXXX filed and under process. So what was the official updated time of the dismissal notification and I would ask the bank to produce the documents that were faxed back at the end of XX/XX/XXXX. Especially I would assume that the bank would have to maintain the paperwork for two years. This way there is complete clarity and can forward any new addendums of information pertaining to my open CPFB complaint. XXXX XXXX I conducted a follow up with the CREDIT CARD section XX/XX/XXXX. Per first complaint it was due to a loan bring to light that I have a closed credit card account with navy federal, which I was never notified of and had talked to NFCU on more than one occassion that the account was frozen and upon dismissal would be unfrozen. I was told now yes the account was closed due to bankruptcy and not renewal, which was dismissed and when talking to the credit card section at the time of the bankruptcy. Which the section stated I still had an active bankruptcy on file. Which was dismissed on XXXX XX/XX/XXXX. The first individual I spoke to was XXXX in reference to the credit card. I requested information pertaining to my bankruptcy and she was stated it was being looked into and she would talk to bankruptcy. Per our conversation she stated to me that the reason the credit card was closed per the bankruptcy because of no letter of affirmnation of the debt and why account was closed, which I was never told. Plus it would have to have been signed to confirm the debt if in Chapter XXXX, never happened. ( When contacting on the XX/XX/XXXX stated the information was showing bankruptcy and not dismissed at the time and had to fix information ). I requested to talk to the LOAN DEPARTMENT : I talked to XXXX in the department and asked since the information was not updated in the system and unfactual about removing the hard inquiry. She stated the information had been updated XX/XX/XXXX, which the Credit Card Department was not aware of and didnt know the Chapter XXXX had been dismissed. It also seems the Credit Card section does not have my Fax transmittal of formal dismissal. I requested to talk to BANKRUPTCY department : I talked to an indvidual by the name of XXXX. She stated that it was NFCU policy of filing of the bankruptcy that the account is automatically disclosed. The account was closed due to bankruptcy and stated did I talk with the bankruptcy department at the time of the filing. She further stated even if I did a letter of affirmation, that the account would be closed and could still pay on the account. When asking for a letter of the information, she stated she would have to see if it could be released and further forwarded me to the start menu. I also subsequently did not get a call back either in reference to this portion of the conversation. So either the bank does not know its own policies, does not forward or retain any information of faxed transmittals, and or talk to each department. In the process of each of these actions the bank has closed one account which dropped dropped my revolving credit to negative XXXX, this reporting which has effected my credit score and subsequently made it impossible to get a loan from any other banks since in a closed status and showing a balance, and it cost me to use my own personal funds from my retirement account to purchase a vehicle with a surchage of 20 % in taxes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31763
Submitted Via: Web
Date Sent: 2020-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A