Date Received: 2019-12-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On Thursday, XX/XX/2019, the federal reserve had a processing delay with direct deposits. It was a known issue and posted on Navy Federal website. As a result of the delay, I incurred 3 overdraft fees. I asked Navy to reverse the fees as these werent my fault and had the deposit posted timely there would not have been any fees.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23831
Submitted Via: Web
Date Sent: 2019-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: XX/XX/XXXX, 3 DAYS BEFORE XXXX Dear CFPB : My Navy Federal Credit Union used motorcycle loan was paid in full on at its full maturation date which was 61 months from XX/XX/XXXX. ( Original amount : {$11000.00} ) After paying off the loan on time, I was hit with a bill due in 30 days for {$1100.00}. This is the first communication I had with the bank about it, not knowing what it was for and INCORRECTLY ASSUMING it was some sort of balance or balloon payment due unbeknownst to me because I was not made aware by any means what this amount represented so here is my inquiry email to NFCU : Subject : Used Motorcycle Loan - XXXX - {$1100.00} Payment Your Message XX/XX/XXXX : Hello, I am confused about why my payment amount is now the full balance. If the full balance is NOT due, am I due for another payment on the XXXX? Navy Federal Response XX/XX/XXXX : NFCU Response : Hello, Mrs. XXXX. According to our records, your Used Motorcycle loan has a maturity date of XX/XX/XXXX and the remaining loan balance is due in full at that time. If you are unable to pay your loan in full at this time. We encourage you to contact our Collections Department directly for assistance with a payment arrangement. We can be reached at XXXX, any counselor can assist you and our hours of operation are Monday through Friday from XXXX XXXX to XXXX XXXX and weekends from XXXX XXXX to XXXX XXXX, Eastern time. We look forward to speaking with you as soon as possible. As you can see, the explanation was still unclear to me as to what the {$1100.00} figure represented. I was simply told that this was a remaining loan balance due. I was still confused as to how there would be any monies due, much less {$1100.00} on a XXXX total loan amount. I was in between jobs for about over a month and was going through a background check for consideration on a new job while at the same time caring for my husband who was hurt in a head on collision just over a year ago and is unable to work. My credit lines are at their maximum limits and I had been borrowing money from family and close friends to survive while at the same time keeping up with all payments and living very scarcely. My bank accounts ( Personal ckg, business ckg. and several credit accts. ) are also with NFCU, and they chose to transfer my last dollar in any of my accounts ( {$140.00} ) out if my ckg. account to apply to this large mystery amount due. They had done so in the past several times when my payment was overdue. ( Never 30 days late, but would sometimes pay after the due date ) but I assumed that because they serve the military, that they would not do this if they were not legally able to do so, however, I never checked until XX/XX/XXXX when a member service representative said that I signed this right to them in my loan paperwork. I personally never saw it, or do not recall it. On XX/XX/XXXX, I was left then with no money for food or gas or any type of survival and trying to stay composed as I was in the middle of my background check. I was stunned and crying when I called the bank on or around XX/XX/XXXX when I realized I had no money left in my bank account when trying to buy food. I spoke to another member service representative who gave me an emergency gift of {$50.00} and advised me to go to the bank 's " financial hardship '' website and provided the web address. She said that she would put notes on the account stating not to transfer any more funds for 14 days and that NFCU would replace the {$140.00} once I made contact through the website. This was evening, so I went to the website the following morning, XX/XX/XXXX so I would have a more clear head. In the days to follow, I was contacted by the " hardship department '' ( aka collections department as I later found out ) via phone and answered one time in the middle of conversation with my new employer just to let her know I couldn't speak at that time and would definitely call back. I called back and received the woman 's voicemail and left a message. We played an unfortunate game of phone tag, what with the holidays ( on her end, I'm not having a holiday this year ) and performing all the tasks related to an extensive on boarding process for this new perspective employer, which happens to be a competing credit union to NFCU. I was hired and began work on XX/XX/XXXX, I've now been there just one week into my probationary period and my first pay will be withheld so I am in desperate need of funds to make it to work on a 45 minute commute back and forth and have none! I can not negative entries on my credit report or my employment will be terminated, fyi. On XX/XX/XXXX, my husband 's retirement check was auto deposited into our bank account, which we allocate to our rent each month. It is small but needed, {$320.00}, and after midnight on XX/XX/XXXX NFCU transferred the {$320.00} to the balance of this unknown fee after stating it wouldn't be transferred and that I would receive the first transferred amount back ( {$140.00} ) once I made contact with their so called hardship department ( aka collections dept. ) They have not put me in jeopardy with my my place of residence AND my job, over this unknown amount. On XX/XX/XXXX I was finally able to reach someone in their collections dept and relay this entire story to them. I pressed them to tell me what the {$1100.00} figure represented and he could not understand what it was. I was placed on long term hold until he returned after speaking with a supervisor and said that this amount represented a {$29.00} fee that was assessed each time I paid after the due date over the life of the loan 22 times over 61 mos., totaling : {$630.00}. The remaining {$500.00} is interest on the {$630.00} for a grand total of {$1100.00}. ( just for fun, I suppose ) and 25 days into the fiasco since it first showed up on my online account will now trigger a 30 day late to my credit report in five ( 5 ) business days if I do not pay it in full or have a payment plan in place and I will eventually lose my new job and be in jeopardy of losing my place of residence and possibly facing homelessness. On XX/XX/XXXX during my last phone call, NFCU stated that they will replace the monies into my checking account that they transferred out, a total of 3 transfers ( forgot to mention another transfer for {$2.00} toward the fee ) but it will take 2-3 business days. Being that the first day is Sunday, this doesn't count, and the third day is XXXX, that won't count either. That's if that even happens because NFCU didn't come through the last time they promised. I believe that the assessment of the interest on top of accumulating late fees collected on the back end of a loan is an unfair lending practice, or if not, should be. I am contacting the credit bureaus as well to dispute the whole amount due to non disclosure or at least the interest. Please, please help, I am out of time very soon. Respectfully, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32224
Submitted Via: Web
Date Sent: 2019-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This kind of account is placed as a charged off account, be sure to inform me precisely why there's a balance indicating on the document whetherit 's a charge off? The balance is in fact wrong, please make sure to reverseit to XXXX or remove the item fully. Please also producedocumentation toverify all the charges and credits in this supposed account that caused to theextremely high credit figure you might have displayed on my account. My demand to present these records is a standard information demand in accordance with myrights honored within the fair credit billing act. If you fail to give these detailsper my civil rights petition, please make sure you quickly remove this specificwrong posting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have sent certified letters to XXXX and XXXX about the inconsistencies on my credit file. They both responded with the information reporting on your file has been verified and its yours. I'm not saying that the account is not mine I am complaining that it is a violation to report such data that is not accurate. In reference to my NAVY FEDERAL account # XXXX I have never missed a payment it was always deducted from my bank account In XX/XX/XXXX the account was shut down by Navy Federal without warning or no explanation. XXXX thru XXXX of XXXX they have me as missing payments keep in mind they shut down my hold bank account??? I am still to this day making payments with no bank account just the accounts I owe on over the phone. They have the DATE OPENED XX/XX/XXXX on XXXX and XXXX is reporting XX/XX/XXXX this is clearly a violation and grounds for immediate deletion. Then if you look at DATE LAST ACTIVE XXXX reporting XX/XX/XXXX and XXXX is reporting XX/XX/XXXX I have pointed out the inconsistencies to both bureaus with no results. Other than account is updated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: When I took out my Navy Federal Home Equity Loan, was informed they would waive all closing costs if I kept the loan for 2 years. It's been in excess of 3 years and I called to get a pay off, and they are charging me for a fee to file the satisfaction of the debt and stating they are not overcharging. I found online with OC Recorders Office, they charge {$20.00} and Navy Federal, although they never stated they would be charging for filing a fee for satisfaction of the debt, they are charging {$85.00}. Full disclosure was never done here on this and I dispute the amount - I have a document that shows {$20.00} that I have forwarded to them..
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92649
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: From : XXXX XXXX To : Navy Federal Overdraft Settlement Subj : NFCU OVERDRAFT SETTLEMENT My name is XXXX XXXX, and I Thank you for taking time to consider assisting me with my complaint NAVY FEDERAL CREDIT UNION on many occasion has placed ( pendings ) on atm transactions and payments we made, Although all messages I sent nfcu had been deleted from my account.The funds had already been taken out of my checking account aywhere from 4 to 7 days prior, Then after I go over my oops agreement, the same day it would go over all pending transactions would then clear costing me {$20.00} per transaction adding up to well over {$2000.00} in a period of three years.This was the first we had heard of any litigation period of three years. We received a a {$220.00} refund We messaged NFCU to find out why. We were not aware of any litigation on this matter. We were not notified that there was a case pending. We received a refund of {$220.00} but in the course of 3 years they have taken over {$2000.00} not only has it costed us over {$2000.00} in overdraft fees, but has costed us in late fees and unable to make monthly payments. And to contact Federal Overdraft Settlement at number below only get recording and I sent letter to below no response from address over 3 weeks, When I tried to read emails I had sent to nfcu or check statements, all have been deleted. on settlement nfcu agreed to was able to look at case that nfcu did not want to pursue. The legal team and nfcu agree to a XXXX XXXX dollar settlement, I am sure that many more people have the same issue, not just me, why would they have deleted my messages about the theft and any account records I have made. There is a settlement that is 35 pages, if you go to phone number below case name is Lloyd v. NAVY FEDERAL CREDIT UNION Settlement. On the settlement there was a deadline for I believe for XXXX, but how can they give a deadline and not notify us of any information about the litigation. I think I should have the right to be able to see my online statement of transaction that were deleted and messages to find out how much they really owed me. Navy Federal Response XX/XX/2019 : Thank you for using Navy Federal 's eMessaging Service, Mr. XXXX. Our records show that this deposit is a legitimate payment from the Optional Overdraft Protection Services settlement. Any other inquiries regarding this matter must be made through the Settlement Administrator. You may write to the Settlement Administrator with questions at : Navy Federal Overdraft Settlement, XXXX XXXX XXXX, XXXX, OR XXXX. You may also call the toll-free information line, XXXX. If we may assist you with questions or concerns about any other matter, please let us know. Your Message XX/XX/2019 : XX/XX/2019 SETTLEMENT Credit {$220.00} Can you tell me what above settlement was for. thank you Subject : settlement Navy Federal Response XX/XX/2019 : Thank you for your follow-up eMessage, Mr. XXXX. We regret we are unable to provide further information regarding the deposit into your account for the purposes of the Optional Overdraft Protection Service settlement Please address additional questions to the Settlement Administrator at : Navy Federal Overdraft Settlement, XXXX XXXX XXXX, XXXX, OR XXXX. You may also call the toll-free information line, XXXX. Please let us know if there are any questions regarding your other Navy Federal accounts or transactions. Your Message XX/XX/2019 : Why would you have deleted all inquiries from me about pending deposits that is not an answer from settlement, Your Message XX/XX/2019 : legitimate but not correct Navy Federal Response XX/XX/2019 : Thank you for using Navy Federal 's eMessaging Service, Mr. XXXX. In order to further assist you, please provide the dates and amounts of the transactions that were being held. We show that the amount of {$220.00} was a credit that was given to you by Navy Federal. This deposit is a legitimate payment from the Optional Overdraft Protection Services settlement. Any other inquiries regarding this matter must be made through the Settlement Administrator. You may write to the Settlement Administrator with questions at : Navy Federal Overdraft Settlement, XXXX XXXX XXXX, XXXX, OR XXXX. You may also call the toll-free information line, XXXX. If we may assist you with questions or concerns about any other matter, please let us know. Your Message XX/XX/2019 : My questions were dealing with pending transactions that were being held from 5 to 7 days, Your Message XX/XX/2019 : Can you tell me what happened to the messages I sent that was the same reason of the settlement, went to, you took a whole lot more money from me than XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 407XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
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: LA
Zip: 700XX
Submitted Via: Web
Date Sent: 2019-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-19
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: i recently pulled by credit report and notices credit inquires that i do not recognize, unauthorized and NOT mine. i must have been the victim in a cyber hack or identity theft. these non-account holding inquires with : XXXX XXXX card, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, navy fcu, XXXX- XXXX XXXX-XXXX XXXX XXXX. Are NOT mine, i do not recognize and did not authorized. these inquires are fraudulent. to my knowledge, i have not signed any documents authorizing your organization to view my credit history, your inquiry into my credit reports violates the ( FRCA ) sec, 1681b ( c ) : transactions NOT initiated by consumer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33511
Submitted Via: Web
Date Sent: 2019-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-17
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I was scammed on XX/XX/2019. I bank with Navy Federal in XXXX XXXX, VA. I deposited a check that was a fake check. I did not know that the check was fake. The bank failed to catch that it was a fake check also, and it resulted in me losing {$2500.00} in funds. I believed that the fake check was real because it was deposited and cleared. I did not know that a fake check could clear my account as the fake check sat in my account for about three days. Prior to using the check, I contacted the bank to ensure that the check was cleared, and that the funds were deposited into my account. It was confirmed able to use. On XX/XX/2019, I went into the bank and used teller services to cash a check. The check was handed to the teller and I provided with cash, {$36.00}. I received notification from the bank several days later that the check was an expired check. I had no idea. However, I could not understand how the teller failed to notice that the check was expired and could not be cashed. I have had many problems with Navy Federal missing critical fraud issues. It boggles me that the fraud/scams are not caught at a faster rate. I have had to contact them to inform them of errors made by their bank. I happen to believe that Navy Federal employees may be assisting or conducting these fraudulent matters.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I have noticed my XXXX score is 50-60 points lower than my other bureaus. I then noticed that Navy Federal Credit Union ( NFCU ) is reporting that my first date of major delinquency is reporting asXX/XX/ and is still reporting as open. The account seems to be updating monthly as a new delinquency sincXX/XX/. This accounts actual first date of delinquency was XX/XX/XXXX and charged off. I disputed this information with XXXX ( see attached dispute ) and received the results as accurate onXX/XX/. I called NFCU on XX/XX/and spoke to a lady in the dispute department. I very clearly explained my situation and was told it was an error through XXXX and not NFCU. I then called XXXX and was told the opposite and that NFCU verified the dates. I feel NFCU is using a new date of delinquency to negatively impact my credit score. The lower score has impacted me financially as I can not obtain reasonable rates or loans. I would like the negative information deleted immediately. Attached are three disputes through XXXX that were returned as verified. There is also an image where NFCU is reporting the first date of major delinquency as XX/XX/XXXX and as open.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2019-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A