Date Received: 2019-10-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/19 I went to the Navy Federal in Va XXXX ( NMLS XXXX ) to complete my loan application ; I gave them all of the information they needed except for a ratified contract because we were still waiting for it to be signed and finalized ; I was expecting for the application to be submitted with the property to be listed as TBA ; I took a copy of my ID, my income information, my social security card, my tax returns and copies of my bank statement. The agent took all of my information ran my credit and informed me what my rate options were, she also let me know that the loan can not go over 5 % over the life of the loan. After discussing the different rates available I decided to select the 3/5 ARM with a 3.25 % interest rate that would cost 1.25 % discount. I was given a pre-approval letter and left the bank happy. On XX/XX/19 I reached out to the LO assigned to my loan to let her know I had uploaded a few additional documents that were requested ; I also asked her to confirm that I was getting a 3.25 % interest rate at with a 1.25 % discount, the LO responded back on XX/XX/19 and it was at this time I was informed that my rate will be a 4 % with the same discount charge of 1.25 % ; I reached out to the bank and requested to speak with a supervisor who initially referred me back to my LO ; I then asked for someone above the supervisor to call me which they did ; the XXXX, XXXX, reached out to me and let me know that the information I was given was incorrect and that nothing was signed on the day I did the application so the rate was not locked ; I was also advised that my credit score did not qualify for the rate that was given to me even though the rate was discussed after my credit was ran and evaluated. After speaking to the XXXX a person from the Navy Fed call center called me and gave me the same information, she even went belittled me by asking " do you feel like you have A tier credit sir? '' She had mentioned to me that one of my scores was a XXXX and that the scores I had feel into the B tier ; after speaking to her I inquired about the LE, it was at that point I found out that the max rate can be a 9 % not 5 %. I believe as a consumer we should be given fair and accurate information and if a rate was discussed then it should be honored. .75 % is a lot of money over 30 years and to be mislead on information like this should be a serious matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This complaint is regarding Navy Federal Credit Union and their excessive account fees, reordering transactions to cause more fees, then charging returned item fees while Im also getting charged returned payment fees from the creditor. In the end, causing me to pay triple the amount of debt owed. Then, after just months of overdrafting when although NFCU was reordering items, charged me thousands of dollars in fees, didnt disperse money and or send transactions as agreed per signed account agreement and elected overdraft/debit card coverage, they decided to close my account without proper notice leaving me with ZERO access to years of account history, statements, payments, refunds, my direct deposit sent to them monthly, and any action ever taken on or for that account. I asked multiple times if they could provide access and I received a response telling me maybe later on I could try to apply for a new checking account. In addition to this account they have been collecting on two credit cards NFCU inaccurately reported as late over the past year, accruing erroneous fees, interest, and unnecessary/excessive charges. They email me with my combined statement and I cant even access it. Also, they have called me excessively over the past year attempting to collect on all the accounts even after the credit cards had been paid on. I had to change my number due to the fact that I was receiving over 20 calls a day. Navy Federal has also obtained my credit reports without my consent multiple times a month each month accounting for about 25 hard credit pulls on each report. That is fraudulent and illegal. Ive attempted to contact NFCU regarding all of the above via secure message, phone, and filling out a financial hardship form they requested from me a little over a month ago that I sent in right away. After sending it in, they called and left a message on my home number which was short and did not offer the financial, credit relief, help they advertised to me before I filled out the form. It was misleading and misrepresentation of what they were going to offer me in attempt to collect more information from me and collect more money from me. In no way did they offer help, actually, right after I filled this form out NFCU reported BOTH OF MY CARDS as derogatory 150 days past due or charge offs. I had financial hardship ONE MONTH, during Christmas of 2018 where I was going through a divorce, attempting to push my way through school as a single parent at the age of XXXX, and had my hours cut unexpectedly from my job of EIGHT years. The one month I had some financial difficulties, they cost me so much in fees, interest, account closure, returned payments, etc., and have been impossible to resolve this with ever since.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account is being reported as closed by consumer. However, this account is " open '' and has never been late. This account is also being reported as derogatory. This account should be displayed as open and current.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2019-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-26
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 NAVY FEDERAL CU has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, 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: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2019-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: It has been almost 2 years since i have tried to open my account with Navy Federal Credit Union. It wasXX/XX/2017 when i went to NAVY with my dad to open an account.. they told me that the account was open but I couldnt access it and that i have to contact someone to be able to access it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2019-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-25
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Navy Federal Credit Union has derogatory comments on my banking history that is preventing me in doing business with other banks. My account are in credit status only with Navy Federal with on-time payments and positive account balances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20723
Submitted Via: Web
Date Sent: 2019-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: NavyFederal mortgage loan process. 1. Communication - from the get go no clear communication was established to let me know what step of the loan I was at. Every time I emailed the Loan officer and/or processor, I have had to call the main NavyFCU number get routed to mortgage department then see if they can put me through and send in an " Urgent '' message to them and their superivsor. This is the only way I have gotten responses. 2. Document portal - The fustrating this is that hey have 3 different portals and seems to me like they do not share information with each other or they do not have access to these different portal documents. I submitted documents for my loan closing ( which has been extended 3 times ) in which they said they never received documents, but in fact were uploaded 3 weeks prior to the first closing date and I screenshot the documents. 3. Customer Service - Very incompetent loan processor. From the first extension did she not mention one part on where to upload the document if she couldnt see them. I also emailed them to the loan processors email directly and yet she kept asking me for the same documentation. Very fustrating. My last time with Navy Federal period. I will be transferring all my assets and refinancing after a year to another bank. No more business from me. Period. Im still waiting on the fourth extension of the closing date on my loan to close on the house ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: WHAT IS THE {$890.00} DOLLARS. UNTIL YOU EXPLAIN IN DETAIL WHAT IS THE {$890.00} ON A SECURED CREDIT CARD. IT IS MADE UP FEES. IT IS NOT CHARGES MADE BY ME. YOU ARE A XXXX CREDIT UNION AND CALLED ME XXXX ON NUMEROUS OCCASION. I WILL CONTINUE TO COMPLAIN UNTIL YOU GIVE A DETAILED ACCOUNT OF ALL MONIES I DO NOT OWE. THIS WAS A SECURED CREDIT. WHY CANT YOU EXPLAIN THE ADDITION {$890.00}. THIS SHOULD BE EASY JUST SEND THE CFPB AN ITEMIZED LIST. YOU CANT. YOU AREPATHETIC LIARS. ALL YOU DO IS LIE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
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 NFCU XXXX has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to mis-report. Moreconfirmation of the aforesaid item too. My proper request mustover, 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: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-23
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I checked my credit report being that I'm wanting to purchase a home however I there is Navy Federal Account that is reporting on my XXXX account in which I disputed directly with Navy Federal and they sent a letter stating they would remove it 3 weeks later i checked my report it was removed however this is now 6 months later I check my report again and to my surprise Navy Federal is reporting on my credit this is outrageous and goes against the FCRA. I'm demanding this fraudulent account be removed indefinitely or I will have my attorney sue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30097
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A