Date Received: 2019-08-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: i went to Navy Federal Credit union XXXX XXXX branch, and with XXXX i applied for a VA refinance loan on or about XX/XX/19, was told someone from their mortgage company would contact me soon, i got an email from XXXX XXXX, mortgage processor, to start the process, he uploaded some documents, but he was not avail for me to ask questions, i stopped at the branch, XXXX got XXXX on her phone and i spoke with him, set up time for him to go over the forms with me, we did, but what he kept doing was sending me forms or loan estimates just before he left the office and i could not question him about them. Right away i sent him contact info for the XXXX county first home buyer program because they have the second lien on my home of {$9000.00}, also sent him contact info for XXXX, who qualified me financially to buy this house. XXXX told me from the start i could roll my funding fee, orgination fee, and closing costs into my loan, his boss, XXXX and XXXX told me as they saw things i was bringing {$60.00} to closing. Well things changed as we went along, all of a sudden i was told by XXXX that they would not roll my appraisal into the loan, because what if the appraisal came in low and i back out of the deal, they can't take that chance, so i had to pay it up front, also XXXX said i had to unlock my credit report with XXXX, so he called them, we were on a three way, and the man from XXXX, said i had to pay {$10.00} to unlock my credit report, i did not want to because i was not the reason it was frozen, it was because they was hacked, and that said for security purpose i should lock it but could unlock as i needed to. I gave this male my credit card info, and later learned he had charged me {$10.00}, i am trying to get my monies back. After i paid for the appraisal is when XXXX started saying my money to bring to closing was {$2700.00}, i was not happy, went from {$60.00} top {$2700.00}. and his explanation i did not believe. i called the Navy branch and spoke with someone there and told them i was not happy, and XXXX XXXX boss XXXX was no help, i was frustrated. so they had XXXX XXXX boss to contact me, XXXX, she said at first my closing costs was down to {$1100.00} might go lower, then i asked about the termite inspection, she said get it done, so i scheduled it. She started talking about subordinate papers had to be done and the title company will do that so NAVY federal is the first lien and XXXX County the second lien, and she was talking more to XXXX XXXX at XXXX county, XXXX for some reason quoted the amount of my account as {$71000.00}. not {$9000.00}, so XXXX then started telling me last week that she had to roll my second mortgage into my first mortgage because thats what the V.A. requried and so my monies to bring to closing is now {$4500.00} or more, i was upset i called the V.A to ask them and XXXX XXXX said they do not require that only thing is to have the subordinate paper drawed up, went back to XXXX, then she said regardless i will still have to bring that monies to the table, then she started telling untruths about my conversation with her, as if i was asking to have the second mortgage rolled in, then i asked her about me getting a line of credit to pay off {$4000.00} of the {$9000.00}, she said if you do that you can't tell me about it, i said well forget it. I am upfront with all i do. So she sent me a email that showed my first lien lot lower but my closing costs at {$4500.00} up to {$7500.00} if i went conventional. My question was why didn't XXXX, XXXX and XXXX, led me down this road to closing and just last week say i had to bring almost {$4500.00} or more to the table. i ask her if i had to drop out of the loan what happens to the monies i have put out she said she might could get me {$200.00} refund at the most. Earlier in this process again after i paid for the appraisal, is when XXXX told me my closing costs was about {$2700.00}. and i needed to show him where i had the money to bring to closing or my application process would sit until i could produce that info. Right after i started talking to XXXX, and she redid the figures and said my closing costs was more like {$1100.00} and maybe go lower, that evening XXXX once again sent me papers via the secure system right before he went home, i thought it was XXXX that did it so i sent her a email and told her i thought that was not ever good customer service, the next day she said it was XXXX not her. Then XXXX from XXXX County last saturday sent me a email about me having a third lien on my house, but didn't explain, and she left, so she didn't answer my questions. she had a ax to grind with me because she told me and XXXX, that her paperwork would take 6 to 8 weeks for completion and then the board of chosen freeholders might not approve it then. so of course she was not available to explain, so i forwarded that email to the board of chosen freeholders because XXXX one day said to me why are you in a rush XXXX said her part would take 6 to 8 weeks. i am retired i live on a fixed amount monthly a very strict budget, and i can say right now if either one of these people from Navy Federal had told me it would cost me {$4500.00} to bring to closing i would have never gone with this application. XXXX did say during one of our conversations that Navy Federal is not doing this refinance for free, but never said how much it would cost, because that was when he was saying i was bringing {$60.00} to closing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XX/XX/XXXX, I deposited a check into navy federal credit union that was given to me by the check maker. I used mobile deposit as I did frequently before as I do not live in close proximity distance to the branch. Subsequently, the funds were expected to clear the item were placed on a 7day hold by the maker 's financial institution unbeknownst to me. The check was returned due to uncollected funds. This action was unintentional and rare mistake that I cleared up with NFCU immediately upon becoming aware of the issue. Branch and Phone reps stated that my account was still open, active but my online access had a temporary restriction. I needed to come into the branch, make a cash deposit and request my online access back. After 15 days, I called and spoke with a phone rep to check the status of my appeal. That is when a security rep. got involved. Unaware of the situation this person stated they was placed a permanent restriction. I asked to talk to the person to explain the story and they stated they would not talk and that would be the final decision. I asked for someone over them and they sated it was no one over them. They also told the rep DO NOT CONTACT them back regarding this matter. Even though I had did all the proper things to get my account back in good standing an alert was placed on my account to restrict and terminate my membership. They sent out a letter that stated my activity was more than the bank allows. I do not understand how when all I ever did with my account was normal banking activities. Funds were replaced and no losses were taken. After that decision, I did another appeal because I feel as though that person was discriminating against me and made a personal choice using their powers. I made several calls to try to get a better understanding or explanation. NFCU failed to respond to any of my appeals. I continued to call speaking with several different reps that stated this was a rare and unfair decision. I value my membership which is why I continue to fight as I know I did nothing to deserve this termination. NFCU was my primary bank. I owned several products including a credit card which I am still paying faithfully, never late. I been with them for 4 years and this was the first issue I ran across yet I was terminated. My family and friends banks with them which is why I feel categorized against. I honestly feel like I am being victimized. On XX/XX/XXXX, I sent another appeal and called to check the status. This rep. understood my story and apologized. She call security department. The security guy handling the call stated he would be more than happy to assist due to the circumstances however the first person made the restriction a permanent so there was nothing he could do. Again, without taking into consideration my account history, my guaranteed direct deposit, and my loyalty a decision to terminate my membership. I am writing this complaint in hopes that this mischievous and prejudicial decision of terminating my membership be reassessed. My fianc whom is a US XXXX XXXX Veteran and I are purchasing a house through NFCU mortgage and this restriction impede this process. I have worked in the XXXX XXXX for 10+ yrs and are aware of certain penalties but not termination of accounts when no fraud exist. This termination is affecting my day to day life tremendously. I demand the decision be overturned due to discrimination and unfairness. I strive to get help at a higher level as NFCU has not been so responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: I have a loan that I never physically signed an agreement for with Navy Federal and I've been informed that they have been in talks with my chain of command about this debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80817
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: XX/XX/2019 I received a phone call from Navy Federal Credit Union in regards to a debt. Upon answering the phone, the individual on the line simply asked if I was the account owner and proceeded to disclose information related to the account. I was told the exact amount of money owed on said accounts, the nature of my past communications with the bank ( citing exact details about the phone call ), all without actually verifying my identity. Once I presented the question " Aren't you going to verify my identity? ", I was told that as long as they had my name there was no further verification necessary. They stated on multiple occasions that this is to be standard procedure and the supervisor I spoke with read off the Navy Federal Policy on out going calls. Had this been a phone call regarding something trivial, that would be one thing. But the representative on the line insisted that I was in the wrong and this procedure was acceptable. After getting off the phone I called NavyFederal to speak to a supervisor in a department outside of collections and the employees in those departments had a contrasting and profusely apologized for the incident. I don't know how this works, and even though it was me in fact answering the phone, that doesn't mean it won't impact somebody else in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95758
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Back in XX/XX/XXXXof 2018 I started receiving Fraudulent activity on my account I let navy federal know about it they didn't do nothing to protect my account they deny my claims and then froze my account saying that I can't use for 1yr until XX/XX/XXXXof this year, so I got my Financial aid check from my school and then they basically told me that I will have to pay them 200 dollars to unlocked my account but they saying the reason why because there was a charge back of XXXX and 30.00 but they can not give me what the Institution name but I don't know why if I let u know that I have Fraudulent activity on my account I let them know I didn't make that deposit because I had to sign a Affidavit saying it wasn't me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have an account with Navy Federal Credit Union. The account has been opened for over 30 days. I made a deposit of XXXX. It was a check drawn off of XXXX XXXX. They put a 5 day businesss hold on it. I called on Moday to get it released. I was told only the branch could release it. They wouldnt give me the branch phone number, they wouldn't take my complaint, nor let me speak with a supervisor. They claim they don't verify funds over the phone, but I know they have a system. I didnt even ask for all of it to be released. Just half of it so that I can put gas in my car or buy food. I reached at via XXXX. they were supposed to call me around XXXX. No one called. When I messaged them they said they had to make a phone appointment. Nothing. They have no intention of trying to resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy Federal Credit Union has frozen my account access online, in person, and is rejecting ACH transfers costing me $ XXXX/Nonsufficientfund requests that I had made totaling {$270.00}. The account has been frozen since XX/XX/2019, and conversations with their customer service has gotten no response. Customer service refuses to give a reason for the freeze or a time table for resolution. I was told that a representative would call me " at some time, '' but no actual range of times were given for the call to arrive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My maiden name is XXXX. i was married in XX/XX/XXXX. I moved to my husbands home in XXXX and opened another account here. My account was never locked until i attempted transfer my money into my new account. Now they wont allow me to access any of my money. They say I have to prove my identity by coming to their branch over 65 miles away even though i have verified my id by correctly answering all their questions. They claim my account was locked since XX/XX/XXXX but i have had full access to all my funds including ATM access up until I attempted to change banks. i offered to provide my ID via email which is acceptable for most government agencies. This bank is refusing to give me {$3300.00}. I want my money!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22801
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have first and second mortgages with a credit union taken out in XXXX and XXXX respectively. I filed a Chapter XXXX bankruptcy in XXXX that was converted to a Chapter XXXX in XXXX. I also had a car loan and 2 installment loans with the same company. Upon converting to Chapter XXXX, I reaffirmed the car loan and the installment loans. These loans have subsequently been paid in full. Payment history was given to the credit bureaus each month. Virginia bankruptcy law does not allow the reaffirmation of mortgage loans, therefore, I was unable to reaffirm those loans. I have paid these loans on time every month, before and after filing the Chapter XXXX. My payment history for the mortgage loans is not being reported to the three credit bureaus. I was told that they choose not to report because I am not " truly obligated '' to pay because the loans were discharged. I can continue to make the payments and when the loans are paid in full the deed will be released. I get mortgage statements every month, pay the bill via bank transfer, my homeowners insurance and taxes are paid from an escrow account, and I receive documentation for tax purposes at the end of the year. Everything is handled by this credit union except the bureau reports! This is arbitrary and capricious and disparate treatment. I pay my bill on time like other customers who have not found it necessary to file for bankruptcy protection. Why are my payments not reported? I was told that I could always refinance with another institution. I currently have a 4 % first mortgage. Not having my current mortgage payments reported, has had a detrimental impact on my credit score. Therefore, refinancing will cost me thousands of dollars and add years to the loan. This is not fair! Why does a non-reaffirmation of a mortgage prevent the reporting of my true and actual payments to the credit bureaus?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: On XX/XX/2019, I attempted to open a savings/CD account with the XXXX NV branch of Navy Federal Credit Union. As we met with the Service Rep XXXX, she asked for my social security number within in ear shot of another member conducting business with the Senior Service Manager nearby. I told her I was uncomfortable with saying it so I wrote it down and handed it to her. XXXX typed the information into the computer and printed out documents. As this happened, the Senior Service Manager handed a stack of documents to the nearby customer and he walked out. XXXX then went to the printer which was now empty, she asked her coworker/Senior Service Manager if he had seen the documents that XXXX had printed for my account. The Senior Service Manager informed her that he had given the documents in the printer to the previous member. XXXX was unhappy with this but proceeded to print out new documents for me to continue opening my account. When she handed us the second document, my wife noticed that the document was pre-filled with my name, birthday, social security number, and access number. I asked XXXX if that was the document the Sr Service Manager had given to the other member. She confirmed it was, but claimed it was blank. I told her to talk her Senior Service Manager and she called him over, I asked if he had given my information to the other member and he denied it. He claimed it was a blank copy. I asked why he gave a blank copy to the other member and he had no answer. At that point I cancelled my signup and informed the branch manager ( XXXX ) about what had happened, and she also had no answer as to why the Sr Service Manager would give blank documents to the member if he had verified them all as he claimed. Again she had no answer, but she said she would call the other member and see if he had received any extra documents. I told her I was unhappy that I had come in to sign up for service and I am now worried my information is compromised. I asked her to send someone to contact the member and retrieve the documents and she refused. I called Navy Federal customer service to file a complaint, they repeatedly me told me that the complaint would be filed with the branch manager XXXX, who had already refused my request to retrieve the documents.
Company Response: Company believes complaint is the result of an isolated error
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2019-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A