Date Received: 2019-07-19
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: About a year ago, I applied for a credit card with Navy Federal Credit Union and I got declined for causing Navy Federal Credit Union a loss. I filed a complaint and Navy Federal Credit Union said that they did no wrong doing. On or about XX/XX/XXXX I again applied for a credit card with Navy Federal Credit Union. I again got declined almost instantaneously. The peculiar thing about my most recent declination is that my credit report was not pulled, so I believe that I am being declined because I filed chapter XXXX bankruptcy and included my Navy Federal Credit Union accounts. I feel that I have been " blacklisted ''. I feel that this is unethical and unacceptable. Bankruptcy is legal and financial institutions should not be able to hold a bankruptcy, especially when my bankruptcy was discharged in XX/XX/XXXX. I feel that I am being singled out due to me filing bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92114
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX ( mortgage processor : NMLS XXXX with Navy Federal Credit Union made duplicate credit inquiries on the credit reports of myself, XXXX XXXX as the result of a refinance mortgage application from XX/XX/XXXX. They happened on the following dates : XXXX and XXXX pulled on XX/XX/XXXX XXXX, XXXX and XXXX both pulled again on XX/XX/XXXX, and XXXX pulled again on XX/XX/XXXX. All of these inquiries were unnecessary and a result of Mr. XXXX negligence with my credit file. As a result, they need to be deleted as they are hard inquiries. These inquiries were in addition to the other inquiries from XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I want to ensure that I was not a victim of predatory lending practices and I am certain that Navy Federal Credit Union does not want be accused of such. I questioned Mr. XXXX about all inquiries, but to no avail. I have email correspondence as proof and Ive attached the alerts that I received as a result of his negligence with my credit file. His supervisor, XXXX XXXX, was also notified via email, but I did not receive a response from her either.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27403
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My husband and I have been planning to change banks. We set up accounts with Navy Federal Credit Union a few months ago, but had not yet moved everything into the accounts. We were planning to use one account only funds for a rental property, one that was leased a few days ago. I used mobile deposit to submit the two deposit checks received from the renters. I got immediate notification of a two day hold, which I had expected. After I could see the funds were released and showing in the account ( Wednesday night ), on Thursday morning I set up bill pay to pay several bills associated with the property. This morning, I attempted to log on to double check that everything had gone well. Instead, I got a notification that I could not access my account, and should call the customer service number. Once I got to a rep*, I was asked about my two deposits. I explained they were from two young CPAs renting my property, both with credit ratings over 750. She seemed dubious about this, stated they were suspicious, and told me that there would continue to be a five day hold, and that perhaps my funds would be released then. I am an educated professional, and certainly understand funds being on hold. However, there are several irregularities about this that were inappropriate. 1. I was told there was to be a two day hold. The funds then showed as available, and only after that was a five day hold imposed. This is disruptive to my money management plans. 2. I was not notified of the change in the duration of the hold. There was no email, no phone call. The rep insisted that there must have been, but that I had " misplaced '' it in my email junk file - but then she could not find an outgoing email to me, either, saying perhaps it had been sent by a different branch of her company - which sounded neither nor plausible nor truthful. 3. The bank refuses to even allow me to SEE my accounts or funds online. That part of the interface with the bank is entirely shut down, and she stated that this is deliberate and bank policy, " to protect me. '' When funds have been " held '' in the past by other institutions, I have NEVER been denied access to my own financial information. 4. When I attempted to speak to a supervisor to get to someone authorized to correct what is obviously a series of mistakes, she indicated no one was available. I still have not received a call back. *the representatives name was XXXX XXXX and she refused to give me either her last name nor an identification number within Navy Federal . However, our phone call occurred at approximately XXXX Pacific time on XXXX. "
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97140
Submitted Via: Web
Date Sent: 2019-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I deposited a business check to the bank. It was for a job I applied for on XXXX. They had me buy money orders and then send them to other places. Apparently the check was fake because it bounced back and I had to pay the money back. The bank blocked my from my account. Now I cant access it even though I paid the money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a 1st mortgage with XXXX XXXX. The loan investor is XXXX XXXX. I have a 2nd mortgage with Navy Federal Credit Union. XXXX XXXX will only allow a total payment to Navy Federal Credit Union of $ XXXX as part of the short sale and Navy Fed is refusing to consider this amount. Navy Fed is demanding $ XXXX. I simply want this escalated to a department that can possibly override the collection dept. of Navy Fed to see if someone can reconsider the $ XXXX offer from XXXX XXXX and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In mid XX/XX/2019 I was approved for a HELOC with Navy Federal Credit Union, who also have my home mortgage. At this point I had spoken to no lass than 4 different loan reps, and had consistently gotten varied information from all of them regarding the APR and various loan details relating to HELOC equity mortgages. By the time I was ready to close on this loan, the interest rate had gone up from what I had seen during my initial investigation of NFCU 's various equity type of loans. The first and only % rate that was referred to on their intro equity loan/line section was 5.75, possibly even lower. By the time the process was complete they reported that my rate was going to be 9.25 %, down to 9 % if I signed on for automatic payments from my NFCU checking/shares accounts, which I agreed to reluctantly, since I was almost ready to cancel the application - based on confusing, poorly explained incremental rate increases throughout the process, the first of which I recall was around 7.5 %, and the explanation for why it was higher at that point, was so inadequately explained that I actually can not recall what it was. Then higher, at some point, finally ending up at 9.25 %. The justification for this higher rate ( 3.75 % higher that the rate I had initially seen ), had to do with the LTV that they came up with. When I asked for the comps the LTV for my home were based on, this final loan officer or agent said " it's just a standard procedure done by companies that specialize in doing this ". I asked for the company 's name, where they were located, and how could I be sure it was accurate, she simply continued to use the " it's no big deal - just a standard procedure '' attitude, thus brushing it off and never providing me with any details, or even the company identity I requested. How can I be sure that this company and NFCU don't have a conflict of interest of some kind, like possibly their CFO or a key board member having a interest in this company, thus providing additional income for NFCU based on arbitrarily derived LTV numbers, so as to be able to raise interest rates for their VETERAN members. I am a 100 % service connected XXXX XXXX XXXX XXXX combat Veteran, and a 30 XXXX XXXX XXXX. My career began the year after I received my 4 year degree from XXXX, and it ended when my XXXX symptoms and medical issues related to my service in the XXXX began to worsen greatly, to the point that I was no longer able to work. Do they have any clue about my military service and the sacrifices I've made for my country.and even if they did, do I believe that they really care at all? Not likely, I have seen several indications over the years that cause me to believe that, aside from their limiting their services to Military members and Veterans and their immediate families, they are exactly the same as any other profit motivated banking/financial organizations. Therefore, how can I believe that they do anything different in their policies or the services they provide, to benefit the Veteran community in any significant way. Don't get me wrong, I do value their banking system, which is fairly efficient with some policies, like overdraft protection and a few others being oriented toward higher customer satisfaction. The little details like their reps always thanking us for our service consistently might seem like a minor thing, but to Vets like me who've seen the worst in war, and were rejected upon our return, it does mean quite a lot. But when it comes to financial products that they offer, their motive is exactly the same as all the rest - profit, as much as they possibly can. There are crooks and scams everywhere you look, so why should I believe they have no shady dealings going on, just because they only work with Veterans, and are a credit union. What I demand to know is who the company is that gave them the highly questionable LTV rating for my home, and how did they get to be a go-to company for this service with NFCU. My neighbor and I looked into all the home sales over the past 2 years in our development and a few nearby as well, and 85 % of them were in the low to upper XXXX XXXXs. In my case this company came up with 3 in the 300s, and one at around 245, just low enough to allow them to use some hidden rule that allows them to raise your rate. I want this company to be investigated to see just who owns it, who it's board members and management are, and do they have some hard to detect connection to this credit union in any way at all. My only alternative would have been to hold up the processing of my loan, while I found a local appraiser to do a full appraisal - @ XXXX XXXX.+.which I wasn't willing to do, since I had plans already made for some of my equity, which were time sensitive, so they had me in a corner, and I was forced to make the decision that I did. Without being assured or satisfied with how they came up with their highly suspect LTV number.+
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19958
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Please read from bottom to top. This is my correspondence with Navy Federal Messaging service. Subject : Credit Card Denial Your Message XX/XX/2019 : Which is it? First you say it's my credit limited credit history, but I quickly disproved that. Now, you say it's all of these other things, that can also be disproven. With an XXXX credit score with XXXX, a household income of {$170000.00}, and 15+ years of credit history ; I find your explanation hard to believe. With an XXXX credit score with XXXX, a household income of {$170000.00}, and 15+ years of credit history ; I find your explanation hard to believe. I know my credit repayment history ( excellent ), my debt to income ratio ( XXXX ), credit utilization, ( XXXX ), payment history ( 100 % on time ), Derogatory remarks ( none )! This leads me to believe your internal lending guidelines has race criteria and it was used in evaluating my application. If this was not the case, my caucasian friend, another applicant, who has half of my credit history, significantly less income, credit score, and terrible payment history, would have been denied credit as well, but not only approved, but given a {$25000.00} " unsecured '' credit limit. This is discrimination all day and it's common practice for lending institutions, like yours, to rely of your " internal '' lending guidelines to secretly discriminate. Complaints will be filed! No further actions or communication is required on your part. Navy Federal Response XX/XX/2019 : Thank you for your response. Like most financial institutions, we have adopted a rate scale which assigns rates based on specific risk factors that include income, credit repayment history with both Navy Federal and other lenders, debt-to-income ratio, and credit utilization. As part of this process, lenders may choose from different credit models that are available from the credit bureaus. Lenders will pick the model that they feel best suits their financial need. Therefore, the score that we obtain may differ from that of other financial institutions, or those obtained directly from the bureaus. A letter has been issued to you via mail with your Navy Federal score and additional information in regards to your application decision. Although we can not provide your with our internal lending guidelines, we can advise that based on the limited credit history provided by XXXX, we are unable to grant an unsecured credit card at this time. If you have any further questions or concerns, please let us know. Your Message XX/XX/2019 : What exactly is a " Navy Federal Credit Score '' and where can I find this score? I am aware of XXXX XXXX, XXXX, and XXXX, but didn't know about Navy Federal. What are your minimum guidelines for credit? I have 14+ years of credit history, what is the standard? Navy Federal Response XX/XX/2019 : Thank you for your message. We have conducted a second review of your application. Unfortunately, based on our lending criteria, your Navy Federal credit score does not meet the minimum guideline for credit at this time due to limited credit history. Although this request has been denied, it does not mean that future requests will be disapproved. Navy Federal evaluates each credit card application using the same lending criteria. Navy Federal does not discriminate and did not do so in this case. If you would like additional information regarding the credit bureau information used in our decision, you may contact XXXX XXXX at XXXX. Navy Federal obtained your credit information on the date of XX/XX/XXXX. Please provide this date to XXXX XXXX in order to receive the most accurate information. If you have any questions, please let us know. Your Message XX/XX/2019 : I just applied for a credit card with an excellent credit score and over $ XXXX a year in income. If I didn't think I would be approved for this card, I would not have applied. ( Hard credit inquiries ) My race wouldn't have anything to do with that .... would it? My XXXX friend, who told me about the card, just applied and was quickly approved. What's going on? There is no need for me to wait on a letter explaining you denial of my application, this is ridiculous and unacceptable!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: The CFPB has been contacted in hope the collections department at Navy Federal Credit Union will take my complaint more seriously. I've already spent numerous hours, loss lots of sleep, and experienced tremendous anguish over the error caused by their collections representative. The issue arose from being transferred to the collections team by a NFCU credit card representative. She indicated the collections department was the only area to assist with refunding late fees. Consequently, what I experienced was a malicious and possible illegal tactic of that representative. He placed me on hold/mute and created an authorization to debit my checking account. This was NOT something he read disclosure on or verified my permission to do. As such, his act started a series of events that would require multiple individuals, emails, and processes to keep me from incurring NSF charges from outside institutions. It was simply wrong of him to do. My attempt to address the issue occurred the day the draft happened. I spoke to a collections supervisor and that person 's supervisor. Neither were willing to assist, so I asked to have the matter escalated. What I received was a phone call later that evening from the original collections representative 's supervisor. In that conversation, I was essentially told I was to blame for the error. What is this complaint about? ( A phone call into the Collections the department that prompted an unauthorized draft to my checking account ) What type of problem are you having? ( The unauthorized draft created an overdraft, an insufficiency that caused a return status on my account ) What happened? ( It has been excruciating to address the repercussions of that unauthorized transaction ) What company is this complaint about? ( Navy Federal Credit Union 's credit card collections department 's use of illegal tactics in collecting monies ) Who are the people involved? ( I don't know the name of the person who processed the unauthorized request, however I did speak to a collections supervisor named XXXX and his supervisor XXXX ) I recognized this error occurred very early on the morning of XX/XX/XXXX and reached out to the checking customer service team. They were able to aid with the overdraft and returned item. Later in the morning I spoke with the credit card collections team and was told XX/XX/XXXX is the date permission was given to debit my checking account. I can't emphasize enough that the representative never ASKED me if it was okay or read any type of disclosure. They acted in error and created tremendous harm. Yet, no act of consideration or reciprocity has been given. I'm open to any act that is fair for the harm that has been done and am grateful the CFPB created this platform for the consumer. I look forward to a prompt response. XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX XXXX P.S. There is still a credit balance sitting on the credit card as the representative not only took monies without permission, but he exceeded the balance that was on the statement ( he really did a horrible job ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Navy Federal Credit Union shows the minimum payment due as {$0.00} to authorized users on credit cards regardless of what the minimum payment actually is. As a result, in situations such as a military deployment in which the primary user is away and the finances are handled by a spouse ... They trap their customers into paying fees by providing deliberately false information. I could understand if their security model simply protected this information from authorized users. However, there is no excuse for providing false information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Can someone explain to me why, when I make a purchase using my debit/atm card the amount is immediately taken out of my checking account BUT BUT when I return an item and the company I bought from process a refund it takes DAYS to get the credit for that refund????? It is unfair. Why is this allowed to happen???
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A