Date Received: 2019-11-20
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On Tuesday XX/XX/2019 I transferred {$1200.00} into my checking account from a savings account that I opened up with Navy Federal Credit Union for the purpose of depositing my XXXX son 's SSI XXXX check in the amount of {$1500.00}, which I had deposited on Saturday XX/XX/2019 and had cleared Monday XX/XX/2019. After the transfer was successful I left my home and realized I had to withdraw some cash so I went to use my card at the ATM and the transaction was declined. Confused by this i logged in to my account on the Navy Federal mobile app and noticed all of the money I just transferred had been removed and dispersed to other Navy Federal accounts that were past due. This was done without any prior notification, no phone call or any other form of communication was used to notify me that funds were going to be transferred. I quickly called customer service who then transferred me to Personal Finance Management and finally to Collections. The representative in Personal Finance Management was unable to fix the issue himself so he informed me that collections should be able to and explained what I needed to tell them in order to get the funds reversed. The representative in collections took my information down and put in a request that he said could take up to 24 hours. I waited and called back Wednesday XX/XX/2019 to reach him via his extension. After being answered by other representatives and left on hold, one time up to an hour, I was informed that the request had been denied because " no prior arrangements had been made. '' The representative and supervisor were unwilling to reach any sort of agreement or work towards solving this issue in a way that would be beneficial to myself and the bank. I was willing to make a small payment in exchange for the return of most of the funds. My pleas were met with stubborn refusal and indifference to my situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My debit card was stolen and used for the amount of XXXX and some change. When i realized that there was a charge i didnt make i went to the place of the charge and asked the manager if there was a debit card left there. He said someone did leave a card and showed me the card which was mine. So i took the card with me. i waited for the charges to post, because navy federal said i couldnt file a fraud complaint until they posted. The charges didnt post for about a week. Once they posted i filed the complaint. After i filed the complaint the bank credited my account for the amount that was unauthorized. Navy federal said that they deactivated my card on the XXXX of XXXX but i used that card to see if it was actually deactivated but it wasnt. So i used that card until i was able to get a replacement card on the XXXX of XXXX. I filed another complaint message to them about the charges because they said that since i used my card after the credit was issued that they would take that money back from me. They reviewed my claim and still insisted that there was no fraud. They took the money back on XX/XX/XXXX. I called to speak with the fraud department and talked to a woman that said there was no way for me to dipute their findings and it was permanent. I talked to a superviser and she said the same thing and said i should have claimed the fraud sooner and had my card shut off. I had gotten a message from them saying that it was and being me i tried the card to be sure it was. It wasnt shut off and i decided to use that card anyways because i cant just got get a new card in XXXX XXXX in the XXXX while im at work and the bank is closed by the time i get out. So i had to wait 2 days before i could get the replacement card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have repeatedly attempted to prevent NAVY FEDERAL CREDIT UNION from removing funds from my checking account to pay for credit debt owed to them. I am aware I am behind, as I was laid off from my previous job and have only just began a new one, but I've yet to receive a paycheck. I do not have money to spare to pay for the late credit cards. Attempts to prevent removal of funds from my checking account proved unsuccessful even after I had explained that they were taking the last XXXX dollars to my name that was going to be used for gas to make it to and from work. I was told I should have " taken a better look at the credit card policies '' by the representative. I was never informed of these collection methods as it is federally unlawful to remove funds to pay for credit cards without my authorization. But I was fooled by the fine print, I'm sure I was not the only one. I planned to pay the owed amount as soon as possible, within the month, as I have more pressing debts to pay such as rent, car note and insurance. This seems to be a bully tactic and I hope for some sort of resolution as I am now backed into a corner and can't even afford to make it to my place of employment. Attempts to stop the unauthorized removal of funds took place on XX/XX/2019 and XX/XX/2019 on a recorded line with their collection services.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18301
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: XX/XX/2017 a family member signed to get a loan for anther family member of mine. I didn't mine because they were family I didn't want anyone to get into any trouble. I was even help paying the interest on the loan to protect my credit. Then the borrower stopped paying completely. I went and got legal advice and they advised me pay the loan off and seek the co borrower in court for the vehicle. Well the vehicle has been wrecked since last year and she hasn't reported it to the credit union. I believe this breaches the contract.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I have been calling Navy Federal Credit Union about having hardship paying on my credit card account and Checking Line of Credit with them. I called last week to see can they lower my payments to $ XXXX a month for both account. I explain to the rep that I'm unemployed and the only amount that I received each month is {$200.00}. I was willing to pay something on the accounts. I received a call back the next day saying that they can not help me. I explain to the rep that I will not be making the payments that they set up for {$80.00} a month. It really hurts me that consumers can not get help with they account, when they have falling on hard times.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-16
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: On XX/XX/2019, I was double billed by Navy Federal Credit Union ( NFCY ) for a car I rented in XXXX XXXX, Iowa. I reported the matter in upon receipt of the credit card bill per the Fair Credit Billing Act ( FCBA ), and again in XXXX. Please see Pages 1 - 11 of the attachment. NFCU acknowledged the dispute on XXXX XX/XX/2019. Please see Page 13 of the attachment. During XXXX and XXXX, I responded to NFCU 's questions. A record on these interactions is provided as Pages 13 - 18 through 33 - 51 of the attachment. On XX/XX/2019, NFCU advised that they were refusing to reverse the duplicate charge, noting, " As of the date of this letter, we have not received any correspondence from you. Therefore, we have concluded or investigation and determined that no billing error occurred. '' Please see page 52 of the attachment. Today, XX/XX/2019, I called NFCU and requested to speak to an ombudsman or someone higher up the chain authorized to discuss disputes. I was instead forwarded to the same Credit Card Chargeback and Resolution Section that had previously denied my claim. The agent, who gave her name only as XXXX but refused to provide a last name, first denied that NFCU had ever received any correspondence from me. When I noted that I have Express Mail Receipts signed by XXXX XXXX and marked " agent '' ( please see Pages 13 and 33 ), XXXX changed her position and admitted NFCU had in fact received my responses. She then said that the time NFCU is prepared to spend on this has expired, and the credit union refuses to reverse the charges. When I again asked to speak to a credit union ombudsman or similar official for higher level appeals, XXXX announced that there was no such position and the matter was closed. I ask that your office review the attachment in accordance with relevant Federal laws, and advise whether or not NFCU acted correctly. If not, I ask what options I have under the law going forward to reverse this double billing and the interest NFCU is charging for it. Thank you for your attention to this matter. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Credit union transferred my checking account balance to my credit card which caused a debit to bounce, resulting in {$110.00} overdraft fees. I called the credit union today ( XX/XX/XXXX ) and stated that if the credit union had not transferred my balance the debit would have cleared my account thus there would not be an overdraft on the account. I requested removal of the overdraft fees as I have NEVER had an overdraft on my checking account before. I was told that when I opened the account the paperwork stated that if a credit card payment is late funds will be transferred from other accounts. I opened the account in XXXX and have not had money transferred from my checking account before although my credit card payment has been late before. Navy Federal Credit Union did not give me any advance notice that they were transferring my account balance to the credit card. As the credit union has not done this is the past I had no idea my debit would bounce.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: IN XXXX MY IDENTITY WAS STOLEN I FILED A POLICE REPORT. IN THE BEGINNING OF XXXX I STARTED TO SEE ACCOUNTS OPENING IN MY NAME NAVY FEDERAL WAS ONE OF THOSE ACCOUNT SO I DID ANOTHER POLICE REPORT AND PLACE THE FRAUDULENT ACCOUNTS ON THERE IT WAS INVESTIGATED BY XXXX XXXX POLICE AND THIS ACCOUNT WAS PROVEN NOT TO BE MINE SO IT WAS REMOVED FROM MY CREDIT REPORT. THIS XXXX XXXX ACCOUNT HAS REAPPEARED ON MY CREDIT REPORT WITH ANOTHER ACCOUNT NUMBER SO THAT IT COULD BY PLACED ON MY CREDIT AGAIN. IT IS THE SAME INFORMATION THAT WAS ON THERE THE FIRST TIME BUT NOW UNDER A DIFFERENT ACCOUNT NUMBER. I HAVE SENT CERTIFIED LETTERS ASKING THEM TO SENT ME A COPY OF ALL PAPERWORK BEARING MY SIGNATURE OR REMOVE THIS ITEM FROM MY CREDIT REPORT FREEDOM PLUS I HAVE NEVER OPEN AN ACCOUNT WITH THEM THERE ARE NOT WILLING TO ASSIST ME WITH THIS ACCOUNT. BECAUSE THE PERSON WHO OPENED THE ACCOUNT HAD ALL OF M INFORMATION.. WELL WHEN PEOPLE STEAL YOUR IDENTITY THEY CAN YOUR LIFE HISTORY THEY KNOW INFORMATION THAT CAN GET THEM LOANS OR CREDIT CARDS OR WHATEVER THE CASE MY BE. I HAVE SENT CERTIFIED LETTERS ASKING THEM TO SENT ME A COPY OF ALL PAPERWORK BEARING MY SIGNATURE OR REMOVE THIS ITEM FROM MY CREDIT REPORT
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I am dire straits due to the excessive returned fees on my account. I have over 15 {$29.00} charges on my account. I am trying to get my account out of the red and then I have another return fee. The bank has only returned 2 fees, which is no help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Sent to the CEO, XXXX XXXX and Supervisor, XXXX XXXX via email on XX/XX/XXXX : Ms. XXXX, Please help me to understand why the following has happened. Multiple documents that I have submitted via NFCU 's " Home Squad '' upload system, and faxed to my Processor XXXX XXXX, mysteriously vanish into thin air - even though I am able to view them on your website, and the date stamps from XX/XX/XXXX showing they were sent. I was called last week by Ms . XXXX advising me that the following documents were " missing '' from the underwriting review : Forms SSA89 for both Borrowers Form W-2 for XXXX for Borrower, XXXX XXXX Trust Certificate for Revocable Living Trust I looked at Home Squad and all of these documents had been uploaded in XXXX, as well as faxed using the NFCU Fax Cover Sheet, to the attention of Ms . XXXX. Yet last week, they were nowhere to be found. Now I had to re-submit the documents, for the third time, and it's still pending go back for a final review to clear to close. Today, I get a call from Ms . XXXX advising me she " knew of my complaints, '' and could not answer as to why the uploaded and faxed documents didn't get " indexed '' to my loan profile. I let her know that I was upset that I've been repeatedly sending documents, and then told I never sent them - when your own systems show them sitting on your servers. Lastly, WHY would XXXX XXXX Supervisor tell her that I expressed concerns with XXXX? She told me today " I'm well aware of the multiple complaint 's you have reported about me personally, from my Supervisor. '' How am I supposed to feel comfortable speaking to her after being told that? Additionally, why would your Supervisor provide her detailed information about my complaints that related to her, while she's in the middle of processing my loan? That gives me the impression she can take adverse actions to delay the process even more, due to my complaints. I expect an answer, and I expect this loan to get final approval and closed - so I don't have to continue to deal with XXXX XXXX. Regards, XXXX XXXX and XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Sent to the CEO, XXXX XXXX via e-mail on XX/XX/XXXX : Hello - I would like to file a complaint regarding my pending mortgage refinance application # XXXX. I was assigned to Loan Processor, XXXX XXXX. I have nothing but difficulties getting in touch with my Processor by phone, email, or fax. 99 % of my contacts have gone with no response. Today, I realized my loan process hasn't gone anywhere and tried to contact XXXX XXXX after my email on XX/XX/XXXX went unanswered, my phone message to her " backup '' who I was told was not available for calls on XX/XX/XXXX went unreturned, then today I get an auto-reply that my Processor is out of office until XX/XX/XXXX? Meanwhile, title and settlement services have not been opened with the provider and agent that I gave during the initial document stage, my appraisal has not been ordered, everything is just sitting until someone feels like doing something? I had previously reached out to XXXX XXXX Supervisor, XXXX XXXX who essentially wrote back to me in an email ( which I can forward ) and said 1 ) Expect to wait 100+ days for the refinance to complete 2 ) Don't expect a response to any contact for several weeks at a time? How is this acceptable service? I have constantly bragged about how great NFCU was and great their rates were, but this refinance has totally shocked me with how poor of a service level NFCU finds acceptable. Yes, your rate match is good, you matched a competitor 's offer, but now you've put me into a place where I withdrew my application with the competitor so that I could keep my loan with NFCU, and now it's like a bait and switch, I'm stuck with horrible Mortgage Processing, and walked away from the rate the competitor offered me ( and a close within 45 days ). Can you do anything to get this process moving with a better or more efficient Processor and Supervisor? 100+ days and 2 weeks for a call or email reply is a bit ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A