Date Received: 2019-07-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: The credit union has frozen my checking and credit card accounts, and told me an investigator will be calling me eventually. They have provided no time table, and in the mean time my account is locked for withdrawing funds. I have already incurred a {$25.00} fee for a returned payment ; there was plenty of money in the checking account to cover the payment, but they are not letting any withdrawals occur.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
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. 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:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-31
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: On XX/XX/2019, my son XXXX XXXX and I applied for a {$20000.00} loan on a car to which he already had clear and unencumbered title, to liquidate that equity for unrelated purposes. On a single phone call, a loan officer for Navy Federal Credit Union took both of our social security numbers as well as the VIN for the car we were pledging as collateral, and with our permission accessed our credit reports. She did NOT disclose to us, however, before accessing them, that the loan 's final approval would be conditioned upon her obtaining a " XXXX '' for the vehicle which did not indicate ANY faults, issues, negative history, or problems. She determined we were qualified for the loan, sent an email to me containing a hyperlink to a web page which she indicated would allow me/us to e-sign a promissory note and/or other relevant documents to fund it, and asked me if I would like to pick up the check in a branch or have it mailed to me. I indicated the latter, and the call ended soon thereafter. Within 30 minutes, we called back to ask a question about the loan ( whether it might be possible to increase its size, since the original requested amount was {$10000.00} less than {$30000.00} the maximum amount the loan officer disclosed to us that the vehicle 's {$27000.00} value would support, per their lending guidelines. On that call, we were told that the loan 's approval had been rescinded because of a " red triangle '' on the XXXX they had obtained, indicating that the car had, nearly two years ago, sustained " structural '' damage. NOTE : " Structural damage '' does not in any way equate to a branded, salvage, or otherwise less-than-clear title. I would also note that a similar product we purchased before buying the vehicle less than a month ago, " XXXX '' indicated NO such negative information. So, my son 's and my credit reports now contain " hard '' pulls because this institution sought and obtained our permission to access them under the false/fraudulent pretense that, if our credit and income was sufficient, we would be ( and IN FACT WE WERE ) APPROVED for this loan. They chose to more deeply research the collateral we were pledging, which can not suffer harm as a result of such research, only AFTER deeply researching us as borrowers, damaging both of our credit ratings in the process!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76049
Submitted Via: Web
Date Sent: 2019-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: For the record ... Due to a hardship years ago I fell behind my mortgage by 2 months. It remained that way for years. My town taxes went up by {$47.00} Without my knowledge. Which caused my payment to go up. I didn't know it and sent in the normal payment which 2 weeks later was returned to me as a non full payment and a letter stating I'm now 3 months behind and they want to foreclose. Instead of asking me for the extra {$47.00}. Not to mention a week prior they also returned {$150.00} to me from escrow from previous overpayments to them. I've offered many times over the years to bring my mortgage to date if they would remove the ridiculous late payment fees from years ago. Every time they tell me No they won't and I'd have to redo an entire 30 year modified mortgage with them to do so. The lender, Navy federal credit union, has since put all payments into a suspense account. Now I've told them for years before this that I would bring the mortgage current if they worked with me to wave some or all of the mounting late fees. I've explained in full detail many times what the hardship I had was and that I am a XXXX XXXX XXXX veteran XXXX campaigns. The very people they claim to go out of their way for. They caused this situation and need to fix this situation, with my help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I made an ATM deposit over {$5000.00} from my homeowners insurance for repairs ... NAVY FEDERAL BANK has the deposit listed as being made on XXXX XXXX they released {$200.00} of the money but immediately kept around {$5.00} because my account was in the negative from NAVY FEDERAL BANK automatically debiting some extra cash to apply to my delinquent credit cards of which the minimum payments are extremely high and I can not afford to make.. my insurance check is now being held and they have automatically debited more cash from me and have not released the funds.. I called NAVY FEDERAL Saturday to explain to them that was a check from my homeowners insurance and if they continue to take the money I will not be able to have the repairs done and I could possibly be charged with insurance fraud ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2019-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NAVY FEDERAL IS A CURRUPTION INSTITION THAT CALLED MY JOB NUMEROUS TIMES. THEY CUT OFF MY DEBIT AND CREDIT CARD NUMEROUS TIMES. THEY ARE IN VIOLATION OF THE SAILORS AND SOLDIERS ACT SAYING I OWE MONEY THAT I DONT. I HAD A SECUR3D CREDIT CARD AND THEY SAY I HAVE A BALANCE. HOW IS THIS EVEN POSSIBLE. THIS BANK IS XXXX AND HAS A DISTAIN FOR ALL XXXX PEOPLE. Falsely threatened legal action and wage garnishment : The credit union sent letters to members threatening to take legal action unless they made a payment. But in reality, it seldom took any such actions. The CFPB found that the credit unions message to consumers of pay or be sued was inaccurate about 97 percent of the time, even among consumers who did not make a payment in response to the letters. The credit unions representatives also called members with similar verbal threats of legal action. And the credit union threatened to garnish wages when it had no intention or authority to do so. Falsely threatened to contact commanding officers to pressure servicemembers to repay : The credit union sent letters to dozens of servicemembers threatening that the credit union would contact their commanding officers if they did not promptly make a payment. The credit unions representatives also communicated these threats by telephone. For members of the military, consumer credit problems can result in disciplinary proceedings or lead to revocation of a security clearance. The credit union was not authorized and did not intend to contact the servicemembers chains of command about the debts it was attempting to collect. Misrepresented credit consequences of falling behind on a loan : The credit union sent about XXXX letters to members misrepresenting the credit consequences of falling behind on a Navy Federal Credit Union loan. Many of the letters said that consumers would find it difficult, if not impossible to obtain additional credit because they were behind on their loan. But the credit union had no basis for that claim, as it did not review consumer credit files before sending the letters. The credit union also misrepresented its influence on a consumers credit rating, implying that it could raise or lower the rating or affect a consumers access to credit. As a furnisher, the credit union could supply information to the credit reporting companies but it could not determine a consumers credit score. Illegally froze members access to their accounts : The credit union froze electronic account access and disabled electronic services for about XXXX accounts after consumers became delinquent on a Navy Federal Credit Union credit product. This meant delinquency on a loan could shut down a consumers debit card, ATM, and online access to the consumers checking account. The only account actions consumers could take online would be to make payments on delinquent or overdrawn accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2019 I logged in to my bank account and saw {$3200.00} in my son 's XXXX XXXX bank account. ( I can see his accounts too ) XXXX is XXXX XXXX XXXX with a Campus Plus checking account. I called the bank once I got home out of traffic and discovered that some deposited and check and took out the money by someone who walked in the bank in California. First, my son is XXXX XXXX XXXX and we live in Texas. He also has very little money so he doesn't check his account on a daily basis. The last transaction he made was on XX/XX/2019 and a XXXX XXXX gas station in which he used his debit card number and a pin. He didn't realize his card was lost until the XXXX when I had the bank on the phone. Which is not uncommon for XXXX, considering he is a recent high school graduate and has very little money. While on the phone with customer service, she was trying to reach out to the bank. We also discovered that someone used his checking account and did the same thing in California at another branch. As soon as I saw this I called and reported this. From the beginning they accused me and my son of being dishonest. We did not have anything to do with this. I called and followed up and was finally told after I went into a branch that they are holding him responsible for the 2 transaction. First he is a minor. This is some kind of major crime scheme and we should not be held responsible for bringing a victim. The only mistake he made was losing his card. My son is devasated and so am I. I have established accounts with the bank. I have a savings, checking, a loan and a IRA with the bank. We dont have any reason or purpose to try and do something like this. I had to close all my accounts today to avoid any fees in my account. I am very upset and feel personally attacked by my own bank. Again, we live in Texas and we have not been to California. My son nor I should be held responsible for this. Furthermore, they allowed the checks to be deposited and and withdrawn from a student account with {$8.00} in it and a savings account with XXXX in it. We filed a police report and plan to or consulting an attorney. My son is a victim of fraud and identity fraud. He is only XXXX XXXX XXXX and he has been distraught over this whole ordeal. I believe he is a victim of skimming. Since he used his pin they got it when he pumped his gas. He accidently left his card and they were able to use his information. Again XXXX is a young man heading to college. We are good citizens and are not involved in this. I am hoping to get this matter taken care of before XXXX leaves for school. I will not be held responsible and we will continue to fight this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77578
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-28
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: I am a Service XXXX XXXX XXXX Veteran at present existing on Subsistance Funds. I discovered on XX/XX/2019, that Navy Federal Credit Union ( NFCU ) had on XX/XX/2019, removed {$1700.00} of Chapter XXXX protected/exempted Veterans Benefits monies from my checking and savings accounts. An attempt to retrieve monies I owe for debts lost due to my being defrauded. I contacted NFCU about the problem and was told to provide proof of Protected Funds. While doing so, on XX/XX/2019, NFCU captured and removed another {$2600.00}, Chapter XXXX protected/exempted subsistence check, totaling {$4400.00}. That was coming back to me from the college I attend under the Chapter XXXX Veterans program. I faxed 3 letters of proof of Protected/Exempted Funds. In addition to calling again and speaking with the LCR Department Customer Service person XXXX, then her Supervisor, XXXX, a third time. Where I was told the only way I could retrieve my funds was to agree to turn over my entire protected monthly subsistence check. Then she would only return a small portion of what was taken. Then when I requested to speak with a Manager. XXXX told me that the only person of stature I could discuss this with was herself. Even with a letter from the Attorney of my having filed Bankrupcy, and another letter from my Veterans Representative expressing my Chapter XXXX status and the school of attendance. Both provided contact information for any additional and necessary information. XXXX refused and said she was not going to refund to me any amount. This was on my fourth call back after being promised a return call from XXXX twice. Including my being hung up on twice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23188
Submitted Via: Web
Date Sent: 2019-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hye, I have credit card with Navy Federal Credit Union. I traveled with my family to XXXX Tx and stayed at XXXX. I tired to extend the night stay through XXXX and paid from my Navy Federal Credit Union card. My payments was deducted but got no confirmation or notice from XXXX. After waiting for 30 minutes I contacted hotel XXXX. The staff on duty told me there was no booking reflecting into the system. I also called XXXX and they also told me to contact hotel staff as they have no information. However if we want to extend the stay we need to pay more for other hotel options, which I disagreed. In morning we checked out the hotel while payment was deducted from my card. I disputed this transaction as we didn't stay at hotel and still charged for this. Now after dispute Navy Federal Credit Union is asking fro invoice and other proof which I told them I never got and after paying for extended night it doesn't make any sense that we didn't stay at hotel. Navy Federal Credit Union is not resolving my issue and I told them its all fake and I need my money back which they are not trying to settle down. Please get me my money as its a good amount for me paid for what not consumed at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2019-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-25
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: Hello, last week I attempted to log into my Navy Federal Credit Union account to perform routine duties in my corporate account. This is a business account that is held under a corporation. I was 1 ) locked out of my account, 2 ) when i called was told I couldnt use my account due to a personal debt 3 ) told I couldn't use my funds to make payment towards a personal debt because of security 's guidelines 4 ) was then told that money belongs to Navy Federal and not me ( XXXX in Security told me this ) 5 ) was hung up on twice by XXXX 6 ) nowhere in any of your disclosures does cross-collateratization come into play on corporate accounts 7 ) " XXXX '' refused to transfer me to a supervisor or give me her supervisor 's name 8 ) " XXXX '' specifically said the funds in the corporate account belong to Navy Federal and no longer belong to me. In actuality, they belong to the corporation and not myself or Navy Federal Credit Union. These funds are held by a corporate entity. Its not a sole proprietorship. Its a corporation. This is a gross violation against Navy Federal Credit Union 's 2016 consent order with the CFPB and I demand those funds be released immediately. I've even made payment arrangements on all of my personal accounts and fully resolved 2/3 of these accounts. I've even gone to length to make payments arrangements on the final account and gave them money towards the debt. When made the attempt to make arrangements with " XXXX '' in Security of {$9000.00} towards the last outstanding personal debt, her response was, " ... .but there's {$15000.00} in that account ''. Shortly after that she hung up on me. " XXXX '' also refused to This has cause my corporation a hardship as that account is used to pay my agents their commission. Nowhere in NFCU 's disclosures or terms, can NFCU leverage a member 's corporate funds to cover a personal debt. This is gross negligence, abuse of authority and predatory on the behalf of Navy Federal Credit Union and I'd like to move forward with filing a formal complaint against them. I've even gone to lengths to try and mediate this by reaching out to NFCU 's CEO without a response. Navy Federal Credit Union misled its members about its debt collection practices and froze consumers out from their own accounts, said CFPB Director XXXX XXXX. Financial institutions have a right to collect money that is due to them, but they must comply with federal laws as they do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95391
Submitted Via: Web
Date Sent: 2019-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A