Date Received: 2019-09-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: There is {$500.00} in my checking account with Navy Federal Credit Union.When I attempted to withdraw {$500.00} this morning at an ATM machine the transaction was declined.It would not disburse the money, Said account was " restricted '' .Same thing at a second ATM machine.I called the Credit Union and was told my account was frozen and I could not get the money out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90680
Submitted Via: Web
Date Sent: 2019-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/19 I applied for a cashback refinance with Navy Federal Credit Union. I was assigned XXXX XXXX ( NMLS : XXXX ) ( Phone : XXXX x XXXX XXXX as my mortgage processor. I began the process of submitting all my required paperwork to satisfy all requirements. I received a conditional loan approval on XX/XX/19. I then chose my title company ( Navy Federal title services ). I submitted all the required documentation to the title service, including getting a warranty deed signed from a very reluctant ex-spouse. I then paid for an appraisal in the sum of {$540.00} on XX/XX/19. The appraisal was completed on XX/XX/19 the appraisal was completed. I submitted all the final paperwork to be processed through underwriting. On XX/XX/19 my loan was approved and cleared for closing and I received a closing date for XX/XX/19. On XX/XX/19 I received a call from XXXX informing me that I would not be able to close on my loan as laid out in the terms that I agreed upon and was approved by the lender. When I inquired as to why, I was informed that the company was unaware of Texas State regulations that prohibits cashback refinance. I was informed that I could close on my loan but the original plan to get cash back was not an option. After informing XXXX that I needed to process the information I called another lender to inquire about this regulation because it did not seem fesible to me. I spoke with a total of 4 other lenders and was informed that there is no State regulation that prevents a cash back refinance. I then emailed XXXX to inquire as to why Navy federal was unable to provide a cash back refinance but other lenders were able to. After going back in forth via email it was discovered that the type of loan I needed was a Texas 50 ( a ) ( 6 ) and Navy Federal does not offer that type of loan. So I inquired as to why I was not informed of this BEFORE processing the application and paying for an appraisal. I was told they were not aware of the guidelines ( can provide email documentation of this conversation ). So I requested to be refunded my appraisal fee so that I can seek out a lender that could provide me with the loan I requested. I was continuously told the fee would not be refunded. After back and forth emailing with XXXX, I decided to reach out to her immediate supervisor XXXX XXXX ( XXXX ). XXXX was out of town on vacation and an auto reply email directed me to next in charge ; XXXX XXXX ( XXXX ) ( Phone number XXXX ). I spoke with XXXX on XX/XX/19. I informed her of my grievances and all she did was defend the company error. By this point I had obtained enough information to know that they allowed me to apply for a loan application that was against State regulations and they accepted a fee to process a loan that I was never eligible to get. I was already in contact with several lenders and they informed me that an appraisal transfer would not be possible. I requested my appraisal fee back as I felt that was the only fair thing to do. XXXX stated she would look into it. While my issue was " being looked into '' I happen to run across a lender that said they would accept a appraisal transfer but a fee is generally charged. So again I contacted XXXX and informed her that I found a company that was willing to accept my appraisal but there may be a fee associated with it. All I requested was that Navy Federal agree to transfer the appraisal and pay any applicable fees associated with the transfer. I informed XXXX I would be in touch when I came to that part in the process. On XX/XX/19 I received an email from my new lender stating that we are waiting on the appraisal company to approve the transfer. I emailed XXXX and XXXX again, requesting a follow-up about the status to the appraisal transfer. I did not get a response from either person. I received another email today from my new lender requesting that I reach out to Navy Federal because they have not been responding to ANY requests made. This whole ordeal has been a nightmare and I just want Navy Federal to make amends for THEIR error and do the right thing!
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2019-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I AM A VICTIM OF IDENITY THEFT. I SENT IN THE ID THEFT AFFIDAVIT AND POLICE REPORT AS I WAS INSTRUCTED WHEN I CONSULTED THE FTC. IT HAS BEEN OVER 2 MONTHS AND XXXX CONTINUES TO REPORT THESE FRAUDULENT ACCOUNTS IN VIOLATION TO THE FCRA LAWS. I WOULD LOVE FOR XXXX TO COMPLY AND CEASE TO REPORT ACCOUNTS ON MY PROFILE THAT WERE OPEN BY THE THEFT AND NOT ME.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38128
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2019-XX/XX/2019, I contacted after being targeted by fraudsters who stole total of {$230000.00}. Navy Federal Credit Union XX/XX/XXXX international wire transfer to XXXX XXXX {$41000.00}. XX/XX/XXXX international wire transfer to XXXX XXXX {$35000.00}. XX/XX/XXXX international wire transfer to XXXX XXXX {$80000.00} XX/XX/XXXX international wire transfer to XXXX XXXX {$75000.00}. XX/XX/XXXX I reported to NCU bank for FRAUD and requested for cancellation Immediately, XX/XX/XXXX total {$150000.00} could possible to holding action because International wire transfer transit time in USA from Navy Federal Credit Union to XXXX XXXX XXXX should take 3 days in USA then arriving country takes another 3-4 days. These funds available dates are XX/XX/2019. If NCU wiring department takes action for cancellation immediately I didnt loose these money. I complaint for funds available date If wire transfer takes same day, Navy Federal Credit Union must update wire transfer website information for consumers immediately also they must tell to consumers for correct meaning for funds available date. Bankers told me their computer system generated available date automatically, but Wire transfer is much faster than 5-7 days, sometimes same day. As consumers, were depends on bank policy and rule on the public website also Receipts my last two transactions funds Available date is XX/XX/2019. Navy Federal Credit Union bank international wire transfer transit time is 5-7 days, sometimes takes more days but Navy Federal Credit Union fee is cheaper than other banks. My complaint is : Navy Federal Credit Union should pay me back for XX/XX/XXXX two transactions I think this is very unfair Navy Federal Credit Union must update wire transfer information on line website and their computer banking system correction for funds available date instead of system automatically calculated 7 days, Most of consumers include me, when they see funds available date we believe funds will be there around those dates. I never hear international wire transfer transit time is same day- until NCU banker told me after I realized I lost all my money by Fraudsters.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-05
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Navy Federal Credit Union has been notified on multiple occasions that there are 2 Credit Cards, and a Membership a savings and checking in which was opened in my name with Stolen Identification, After my wallet was stolen and the thief used the stolen identification online using a fraudulent address, To open a Fraudulent membership and credit cards. Online. Navy Federal Confirmed that these three accounts all had been opened online. This includes a Checking and Savings and 2 Credit Cards. Navy Federal when I call in refuses to assist me with this matter, and stated they have investigated and that I authorized the accounts, in which I didn't and that they have verified these. First of all you have to have family members in the military or have a spouse in the military to join. All of which I do not. Secondly, My Identification was stolen when my wallet was stolen. I notified the Credit Bureaus as soon as I could when I saw these fraudulent accounts. Navy Federal never called to clear the Extended Fraud Alerts on my credit bureau reports, before allowing the membership or accounts to be opened. They sent the cards to a fraudulent address, I never received any account documentation on these accounts either. They use the terms " our member '' when they are responding to complaints. They refuse to follow the law and investigate the fraud. I never authorized these accounts to be opened, I never received any account documentation. Your agents advised me these accounts were all opened online. Which again, I did not authorize. Navy Federal allowed a thief to open accounts and then accuse me of opening accounts that I didn't open nor receive. I am attaching a Valid FTC Affidavit. To this complaint. I want Navy Federal to immediately resolve the issues, as Identity theft is not a laughing matter. I believe Navy Federal takes this as a joke. I am a victim of a crime. I have not ever signed anything for your bank, I did not authorize any accounts to be opened. I will continue to report these accounts to the credit bureaus as Identity theft, because these are UNAUTHORIZED and opened from a thief. Please follow proper laws and investigate the actual crime. I am not your member, and I do not wish to be referred to as such.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2019-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: - On XX/XX/2019 I discovered my Navy Federal Credit Union accounts were restricted. I was unable to withdraw money or pay my bills. - At the time this happened my household had over {$300000.00} with the credit union. This left us in a very difficult position. - I called the credit union and sent them numerous messages asking them why they restricted my accounts. They only told me there was suspicious activity on the account, but would not explain what activity was suspicious. - I received a letter from the credit union today. The letter stated my accounts would be restricted for another 30 days and any remaining money in he accounts would be mailed to me. - I am unaware of any suspicious activity on the accounts. I have been making deposits, withdrawals, bill payments, and cash advances from my accounts for the 4 years I have had accounts with the credit union. Nothing has changed recently. My activity on these accounts has been consistently within the confines of the contracts I have signed with the credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In XXXX of 2018, I received a call from a representative with Navy Federal Credit Union ( NFCU ) regarding my financial hardship. XXXX then provided me with an offer to consolidate my payments. At that time, I had two separate credit cards open with NFCU & the representative instructed me to cease payments on the card with the highest balance & to make a monthly payment in the amount of {$180.00}. This representative called back twice, that day, to ensure that I understood that my payments would stop on the credit card with the higher balance. I proceeded to make these {$180.00} payments, to date ; however, approximately 3-4 months later, I began to receive debt collection calls from NFCU, indicating that I had fallen behind on my payments on the aforementioned card ( with the higher balance. ) I have spoken to several NFCU representatives and encouraged anyone in a supervisory position to listen to the recorded phone calls. To date, I am still making payments in the amount of {$180.00}, but no one has ever provided with feedback regarding these calls. I have accumulated well over a years worth of late fees and the interest on that card has skyrocketed, leaving me with a current balance of {$17000.00}. I have offered to continue making payments in the amount of {$180.00} ( towards the card with the lower balance ) and I have also requested that NFCU honor the fact that they told me to cease payments on the other credit card. Instead, I am harassed on a daily basis, with debt collectors attempting to reach me, via phone, email and mail. I have sat on the phone with NFCU 's Financial Counselors and they were not able to provide me with any other strategies that would resolve the situation at hand. NFCU has also reported to all the credit bureaus & consequently dropped my credit score by well over 100 points, due to " delinquency. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23116
Submitted Via: Web
Date Sent: 2019-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-30
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was recently scammed and my bank will not work with me due to being the one who gave the scammer my information. I didnt know the person was a scammer they said they worked for a relief fund that helped low income families with emergency funds and I explained that to my bank. My bank is Navy Federal Credit Union. The two amounts were XX/XX/XXXX {$2400.00} and XX/XX/XXXX {$2500.00}. Both amounts were posted on my account but they bounced back because they were fake checks that the so called relief fund representatives deposited into my account. The scammer requested the money to be sent back and i didnt ask questions I sent it through XXXX and XXXX. My bank wont even help me I dont know what to do my husband is XXXX XXXX military we can not afford to pay all of this money back to my bank. I need help and the bank wont help me even though im a victim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91932
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-30
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I paid off my shared pledge loan on XX/XX/28 for {$1500.00} ( XXXX is held for collateral. ) I called on XX/XX/28, and was told it takes 24 hrs to receive funds. Next Friday I call I am told 2- 3 bus days, placed on hold to see if funds can be released today. I call back again and the last rep tells me that I am not getting my collateral amount became I received deposits every time I made a payment .I asked for a copy of these deposits, because I only see payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a mortgage with Navy Federal Credit Union on Monday, XX/XX/XXXX via the webpage. I also called them to ensure all the information was received. It was confirmed, and I was told that I would receive a call back in the next day. I called again Tuesday evening around XXXX asking for a status and needing the early disclosures for shopping and picking the best mortgage. I was told it still was not assigned. I reminded the member services representative that those had to be supplied within 3 days of application. She stated that was not the case and it normally took at least 3 days for the loan to even be assigned to a loan officer. On Wednesday, XX/XX/XXXX, I received an approval for another mortgage lender and just decided to proceed with them since I still have not heard from Navy Federal. I called them back the night of the XXXX and just explained that I was not going to proceed and my frustration with the entire process. Today, Friday, XX/XX/XXXX, I received a call from the loan officer wanted to confirm that I wanted the application withdrawn and explained that he still needed to send me the early disclosures. I explained my entire situation and told him that the disclosures should have already been issued based on my date of application. He explained they had 7 days to do this. This, of course, was news to me and I have researched this issue and all my research reveals they should have already been issued. Personally, I will no longer do business with Navy Federal Credit Union. As a member-owned cooperative, I expect more from them. I, however, do want to bring this to the knowledge of management as this is not fair to their members or other consumers. The entire purpose of the early disclosures is to allow consumers to shop and compare. In this case, I did not have that option with Navy Federal. I also explained to the loan officer that I was going to file this complaint as it is important for their success. Based on their webpage and how they advertise their mortgage process, it is extremely misleading for consumers to think they are going to get a speedy response and even required disclosures. The loan officer did explain they were having a lot of issues with this newly installed system. While I understand this, an organization the size of Navy Federal should be positioned not to allow violations such as this. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2019-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A