Date Received: 2019-10-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy Federal Credit Union ( NFCU ) has had my accounts frozen for three weeks now. I have a balance of {$2400.00} in my checking account and a credit balance of {$1500.00} on my credit card that NFCU will not let me access. In addition, I requested to speak with a supervisor in the NFCUs security department twice ; however, I was told that a supervisor would call me back. It has been over one week since I first requested to speak with a supervisor. I desperately need access to the money in my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2019-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-06
Issue: Money was not available when promised
Subissue:
Consumer Complaint: On XX/XX/2019 I sent {$15000.00} wire Transfer to XXXX as part of a purchase of commercial property in XXXX. Navy Federal is my Bank here. The Money was immediately returned because the XXXX Authorities needed additional information regarding the person receiving the money. Navy Federal sent the money again XX/XX/2019. However this time I needed to send {$15000.00} because of their delay the first time. To-date, the Money has not arrived in XXXX and Navy Federal can not tell me where my money is or when it will be returned to me. They have completely breached their fiduciary duty and handled this situation in a negligent and irresponsible manner. Navy Federal claims that they made the wire transfer using XXXX XXXX XXXX. I just know Navy Federal was responsible to handle my money in a responsible manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32701
Submitted Via: Web
Date Sent: 2019-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Access # XXXX I have noticed an unauthorized written check from a company for {$3000.00} against my account. I contacted my credit union with good faith, I let them know that I have done business with the company that processed the unauthorized check however not for that amount and the actual amount that the check was for actually had never been cashed. The rep suggested maybe the check I had given was altered, I said perhaps, I wasnt sure. Come to find out after my own investigation looking at check numbers in my check book against the amount of checks authorized to be cashed against my account, i have a missing check. My credit union continues to deny my claim after I have given them proper paperwork and affidavits. I am constantly trying to appeal and I am never allowed to speak with a case worker as I have also been told several times someone will contact me and thats never the case. No one has ever called to verbally speak with me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I'm a XXXX XXXX XXXX veteran and I have applied for a mortgage loan with Navy Federal Credit Union. My closing date was XXXX XXXX 2019 but due to the level of negligence, disregard, and a complete lack of care at NFCU, my mortgage closing date is unknown at this moment. Their loan officer did not submit my paperwork on time to the VA, did not communicate with me, lost my paperwork, and now I'm stuck in the process. I have tried to contact my loan officer at NFCU hundreds of times via phone calls, emails, voicemails and she never even responded to a single contact-attempt. I only got a hold of her supervisor who explained to me that they're unaware where my loan file is. Navy Federal should not be allowed to do business in the US because they're incompetent and unfit to serve its customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-05
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I have contacted Navy Federal Union multiple times in regards to my vehicle title. I still have not received it. To the point where I reached out to the state of Arizona to request a duplicate title which I have not received. It has been over two months ; I reached out to Navy Federal credit union once more to request another duplicate but requested it be sent to The navy federal credit union branch here in XXXX, NC where I am currently an XXXX XXXX XXXX XXXX of the XXXX XXXX XXXX. The representative told me that if I were to receive the duplicate I requested a month ago that it would be void which I stated I would take complete responsibility for and still wanted the title be sent to the branch. She initially said it was possible and then said it was not. I told multiple representatives that this is putting me in financial hardship and I felt as though as a consumer I was just being used to use their financial institution so Navy Federal Credit Union could profit from me then discarded me immediately when my loan was paid off. If this issue ever gets resolved, I will be changing financial institutions immediately. I as a female service member, refuse to be XXXX by a financial institution. Yes, XXXX. Thats how I feel. I feel like I have been abused and used.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2019-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I recently reviewed my credit report and found unauthorized inquiries. I contacted the below creditors and they have NO proof I initiated such inquiries, nor written authorization and have failed to provide any permissible purpose. Since, they do not have my authorization, written nor verbal I ask that you DELETE these authorized inquiries from my credit report immediately as there is no evidence of any authorization, nor any permissible purpose. According to Section 604 of the Fair Credit Reporting Act Permissible Purposes of Consumer Reports 15 U.S. Code 1681b in general. Subject to subsection ( e ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( F ) otherwise has a legitimate business need for the information ( i ) in connection with a business transaction that is initiated by the consumer. Under 15 U.S. Code 1681i, Paragraph ( 5 ) Treatment of Inaccurate or Unverifiable Information ( A ) In general. If, after any reinvestigation under paragraph ( 1 ) of any information disputed by a consumer, an item of the information is found to be inaccurate or incomplete or can not be verified, the consumer reporting agency shall- ( i ) promptly delete The following inquiries are unauthorized : XX/XX/XXXX inquiry from XXXX XX/XX/XXXX inquiry from Navy Federal Credit Union XX/XX/XXXX inquiry XXXX XXXX XXXX I Called XXXX and XXXX twice they did not remove these inquires. I understand that per the Fair Credit Reporting Act, you are required to notify me of your investigation results within 30 days. My contact information is provided below, and I have included proof of my social security and current address to avoid any delays in your response time. I look forward to receiving an updated copy of my credit report reflecting the above correction. Thanking you in advance. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX XXXX DOB : XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I place a stop payment for an ACH debit for a XXXX XXXX payment through Navy Federal 's website. On XX/XX/XXXX, I called Navy Federal to confirm that the stop payment had been received and was told by a representative that the stop payment was being processed. On XX/XX/XXXX, the XXXX XXXX purchase was posted to my checking account. I called the same day and requested to have the funds reversed and inquired as to why the stop payment failed. As a result, my payment for the electric bill was returned. I was told that the stop payment possibly failed because I was supposed to submit the request via phone and not online ( this was never told to me by the rep I spoke with on XX/XX/XXXX ). I was emailed a dispute form and the funds were placed back into my account on XX/XX/XXXX. On XX/XX/XXXX I called my electric company and paid my bill, but they informed me I had incurred a return fee and was restricted from making any ach payments. The electric company requested a letter from Navy Federal showing that a stop payment was issued and failed, making the payment return. I called Navy Federal afterwards a requested a letter be emailed to me, so that I could provide it as proof of the failed stop payment. I was told by the rep that they would have to listen to the phone call from XX/XX/XXXX, to verify that I was told the stop payment was being processed and to call back later in the afternoon to follow-up. I called back later that afternoon and spoke with XXXX ( supervisor ) and she stated she would pull the call from XX/XX/XXXX herself. She then stated that the call was not recorded and she could not listen. XXXX stated that she would need to have an analyst check to see if the call can be retrieved and she would call me back on XX/XX/XXXX once they have gathered all the information. On XX/XX/XXXX, XXXX called and informed me they were able to listen to the XX/XX/XXXX call and because of such, could not send me a letter confirming that a stop payment was placed on XX/XX/XXXX. I told her that as a member of the credit union, I should have access to retrieve a document showing that this stop payment was issued. She informed me that because the call between the rep and I from Navy Federal was not recorded, they could not send me documentation. This is an unjust and unfair act, because I ( the consumer, customer, member ) is suffering because of a mistake and fault on Navy Federal 's part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2019-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2019 I woke up and found that my account was at a balance of almost zero when I should have been about {$200.00}. I then saw two unauthorized transactions posted to my account. These were ach debits to which I immediately found the form for the unauthorized debits to report them to Navy Federal Credit Union and shortly after submitting one form per a transaction called the representatives to confirm this form was received. Between now and then, I have called 20 times, been give several different stories, been very rudely spoken to, and forced to deal with an issue I did everything to resolve on my end. I was told I would have both transactions reversed within 2-3 business days of reporting the false charges to which would have been the first day on the first and today would be the 3rd and final day per their policies. Today I have not received one of the two transactions that I was told would be reversed by their policy of process. As a final attempt I called to which Im being told they cant tell me much but to call tomorrow to which I find this absolutely ridiculous. Its hard enough having low funds due to unauthorized transactions but to have to track down the people who are supposed to be fixing it is irritably unprofessionally and against their own policies. I expected both to be processed no later than today but out of no where they can not find one of the two forms I submitted? This is more than stressful and I have attempted to get a straight answer for the last 72hours with no break throughs. This facility time and time again had shown that stealing is more important than protecting finances with their customer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78681
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-03
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: I was shocked when I viewed my credit report and found a late payment on the date below : 30 days late XX/XX/2017 I am not sure how this happened. To my knowledge and understanding I made all my payments upon receipt of my statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2019-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-01
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: The amount {$1400.00} was charged on my personal checking account on XX/XX/19 for a business auto loan is 13 days late without authorization from me. The customer service representative said that these charges were because of a collection. I was never notified that this collection had occurred.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91915
Submitted Via: Web
Date Sent: 2019-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A