Date Received: 2019-07-06
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Hello CFPB This is a follow-up from your last message to me on XX/XX/XXXX complaint ID XXXX. Navy Federal has yet to contact me and settle this issue. I paid the fee to XXXX because Navy Federal will not reply to me nor refund me my money of {$25.00}. Now this entire issue has caused anothe problem with the fee I paid to XXXX. XXXX can not figure out what happened to the fee I paid on XX/XX/27 which covered Navy Federal 's check with no money value on it. Again I was not aware there was no money value on the check.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2019-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Navy Federal Credit Union blocked access to my debit card when I was away from home attempting to purchase food items. I called to get clarity why my card was blocked and was told I must physically appear at one of their branches to get it unblocked. I stated their branches are eight hours driving distance away from my home and I can not drive said distance due to being XXXX and elderly. On Friday XX/XX/2019 I called Navy Federal Credit Union and spoke with someone named XXXX in security and a supervisor named XXXX asking both to close said accounts because I opened said accounts over the telephone and I will close those accounts the same way. He stated that it's not feasible ; therefore I'm turning to The Consumer Financial Protection Bureau to force Navy Federal Credit Union to use a ethical, fair, and reasonable methodical approach and close my checking and savings account. For medical and safety reasons it is in my best interest not to have any more dealings with Navy Federal Credit Union. Please expeditiously remit the refund payment sum total of XXXX XXXX Dollars { {$230.00} } to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Virginia XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My name is XXXX XXXX Navy Federal keeps reporting a negative account on my credit that does not belong to me Ive reach out to them numerous times and still no action has taken place to remove it or delete it
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: As a XXXX XXXX veteran, my wife and I reluctantly closed on a loan ( XXXX ) in XXXX, NV with Navy Federal Credit Union and XXXX XXXX XXXX for {$320.00}. Because of their miscommunications and incompetence, they put our financial future at risk by not delivering our closing documents to the title company in a timely manner. The contract on the single-family residence was to be executed by XXXX19 which they assured us it would be completed and submitted before this date. However, when we showed up for our XXXX closing on XXXX19, the staff at XXXX stated that we were not cleared to close because NFCU had not submitted the loan documents yet. This was very alarming because it not only jeopardized us losing the deal but also our {$5000.00} earnest money deposit, which was decided by NFCU to be rolled into the closing cost and not returned to us at the closing which was what we wanted, {$600.00} appraisal fee and {$320.00} inspection fee. Consequently, we had to sign the incomplete loan package or loose our hard earned money. At the closing, we were shocked to find the following items were missing or incomplete : 1 ). Did not include a Truth in Lending disclosure to fully explain the terms of the loan. 2 ). Did not include an Amortization schedule. 3 ). Parcel ID number was missing from multiple pages. 4 ). Did not include pest inspection invoice that was submitted at least twice. 5 ). Told us that we were responsible to go back home and wire a penalty cost transfer {$1100.00} to NFCU which was no fault of ours but rather NFCU not being able to have the completed paper work timely to XXXX. I explained from the start of the loan on XXXX19 that I needed the EMD back after escrow so that I could make repairs to the house. XXXX, NFCU loan officer told us we had to bring {$1100.00} to the closing just to do the deal but actually it was to be wired. They actually penalized us for their fumbles and mistakes. I feel like I was bullied and strong-armed into the loan. Looking back at this experience, it was a horrible business encounter that I wouldn't wish upon anyone. Especially veterans who trust NFCU to protect their hard earned money and investments. I'm still in shock! How could this happen? I don't know what to do. I would greatly appreciate some help and expertise in this matter. I would like to get my money back and start over with a different lender. I don't feel comfortable with this loan which could lead to a financial disaster for my family ... .Please help?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2019-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-30
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: My private student loan account has been current with Navy Federal Credit Union Since XXXX. Some of the time until now my account has been in repayment, and for some of that time my account has been in forbearance due to financial hardship and my inability to make the monthly payments with my other debt commitments. I have submitted 4 consecutive forbearance requests during this time, all of which were approved. In early XX/XX/XXXX, I submitted another forbearance request which was denied by my loan servicer. I was told that the reasoning for my denial was that I am required to make 2 full months forth of payments before being able to submit another forbearance request. With this I have 2 problems : 1. ) If I were able to make 2 months worth of payments, I would not need to apply for forbearance. 2. ) On XX/XX/XXXX a representative from the XXXX XXXX Student Loan Collections department informed me that the rule for having to make 2 payments in-between every forbearance request was newly instated in XXXX of XXXX. I received no notice for the change in policy and could not have possibly prepared myself financially for their change in policy. The intuition offers no additional financial assistance ( ie. income driven repayment options ) that can assist borrowers with keeping their accounts current. Although I offered to pay half of my monthly payment at this time ( as this is what I can afford ) I was informed over the phone that a half payment is equal to no payment and will still result in consecutive negative reports to the three major credit institutions. They suggested that I attempt to refinance the loan, but that can not be done until the account is current. Additionally by making negative reports against my credit during my time of financial hardship, they are effectively sabotaging any chance I would have to be approved for a refinancing program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2019-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I reported fraud charges while pending and the bank navy federal credit until let the charges go through. I then filed a dispute and they deemed the charges valid and I have not been refunded. Im not sure why the charges were cleared and now not refunded. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2019-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was traveling in XXXX around late XXXX and made a purchase at a gas station for a piece of candy around $ XXXX. Once i returned home and checked my account i noticed a charge for {$350.00} at a market in which was the same place i purchased the candy. I called my bank to dispute the charge. I did not have a receipt and they said they would reach out to the market to request one. It has been over two months and i have not received my money back and my bank states that there is nothing they can do about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-24
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: Misleading and lack of information between consumer and lender. 1.After receiving repeated calls from to Navy Federal collections in XX/XX/2019, lender decided he was being submerged with debt, fees owed to garage service in conjunction with making monthly payments to the bank. 2. Lender decided to call Navy Federal to start a voluntary repossesion, which was done on XX/XX/2019. Proceedings were put in place on XX/XX/XXXX. However nothing was put in place by Navy Federal and the lender as a legal agreement pertaining to such. No letters to sign or certified mail. 3. Meanwhile lender still receiving phone calls from collections that the loan was in good standing. And he still kept insisting that they come to pick the vehicle up from the garage because he was turning the vehicle in. 4. After calling the bank about three weeks later because it was still at the garge, Navy Federal decided they did not want the vehicle because it was an older vehicle and they would have to pay the garage storage fees and repair fees to take possesion of the vehicle. XX/XX/XXXX Navy Federal gave the vehicle to a recovery service, which forced the garage owner to take out a title lend against the vehicle. 5. Most embrassing after lender explained in XXXX the vehicle was at the garage because the shop owner was holding the keys with the intention that Navy Federal would secure the debt owed to him for repairs and storage fees. They had no intention from XX/XX/XXXX to take the car. 6. Aprox. XXXX XXXX the recovery service went to every family home in the neighborhood looking for the vehicle at a physical home address as if the lender was hiding the car or a liar about where it was stored and that was poor communication on Navy Federal 's part and an embrassment to the lender when it had been at the garage locked in storage since the day of repair. 7. Last complaint against Navy Federal, is that better measure could have taken place on their part. Having legal documentation saying they would or would not take possession of the vehicle. Not to give the lender false expections that they would accept the car in XXXX. Making a financial decision they did not want the vehicle and also not contacting the shop owner to say they would not be surrendering the car and they would pay his fees. The lender did not have proper communication with the bank and the shop to allow him to make other arrangements before he was totally without the car and the astronomical outstanding bills and still a car loan to pay back. Fees as follows {$790.00} Repairs, {$3400.00} Storage Fees, {$600.00} Recovery. How can a reputable business such as Navy Federal leave someone blinded to the fact that they don't care about you as a consumer. You lose your car and we don't want it, also it is our intention for you to pay us back. Your lost not our 's. Bad business practice on their part. The lender could have made arrangements with family to pay for the repairs at least the vehicle would have not sat at the garage accumulating the fees. What a disgrace the car was turned over to the XXXX XXXX XXXX XX/XX/XXXX, located in XXXX MD because of a mechanics lien and auctioned off on XX/XX/XXXX at the garage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: THIS IS A LEGAL NOTICE AND WILL BE USED AS EVIDENCE IN A COURT OF LAW On or about XX/XX/XXXX Navy Federal Credit Union repossessed my 2013 XXXX XXXX without providing my right to Due Process nor having cause to repossess my automobile. In the year XXXX I requested transactional information of our auto loan agreement. To date Navy Federal Credit Union has not provided the information I have requested. Due to the fact that Navy Federal Credit Union either refused or failed to provide the essential transactional information I requested I informed Navy Federal Credit Union that I would cease to remit any payments to Navy Federal Credit Union as I was not sure and had doubts of the accuracy of the information of the auto loan agreement we signed. On several occasions in XXXX and XXXX Navy Federal Credit Union contacted me about payment to my auto loan agreement. I never informed Navy Federal Credit Union that I refused or did not want to pay, I merely informed Navy Federal Credit Union that I would make payments upon receiving the transactional information I requested to ensure I was making the correct payments and in accordance with the agreement. I informed Navy Federal Credit Union that there was an error in my auto loan agreement and that I wanted to review the information first before making payments. Navy Federal Credit Union refused to provide the information. Today, XX/XX/XXXX, without notice to me that Navy Federal Credit Union would take my automobile nor a Warrant issued by a Court of Law was presented to me as the Authority to take my automobile. Navy Federal Credit Union took my automobile without my knowledge consent nor authority to take the automobile.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied to XXXX XXXX HomeBuyers Choice on XX/XX/2019 and started the process of this loan, I received an email asking me to submit lots of paperwork to get the loan started which I summited everything almost immediately ( W-2, Paycheck Stubs, Signed federal tax returns for the last two years in which I submit that same day than a few days later I received an email response from XXXX who was my loan officer she replied on XX/XX/2019, in which she told me the document I sent was received and that the loan was on track, I received a mortgage loan conditionally approval on XX/XX/2019 in the amount of {$600000.00} since I had already picked the home and stared the escrow process since before that I had already received a Pre-approval letter for the amount of {$810000.00}. I schedule an appraisal for the property and paid Navy Federal {$490.00} to get that going I received an approved appraisal on XX/XX/2019 the loan was moving perfectly fine I had even a set closing date for XX/XX/2019, then I received the final closing disclosure on the XX/XX/2019 and the loan was unable to close due to the loan processor XXXX in which I tried numerous time to communicate with her and she never responded via email or phone calls she ignored me and my loan officer, I got reassigned out of nowhere a new loan processor named XXXX who was very helpful with the process but I did ask him that if everything was fine and why we had not closed on the according to date we had agreed to which was the 17th he told me that the file had reached closing and it was not supposed to reach that department yet. He told me not to worry that everything was fine and that we just needed a few things from underwriting, then I received a call from my sales agent that he had spoken to XXXX and that the whole loan had been denied. I felt mislead throughout the whole loan process in which I was preapproved for over {$800000.00} then I went and only asked for {$600000.00}, I was allowed to open escrow with Navy Federal knowing that the loan still had not been the final approval. this is terrible business practices as I have no lost half of my deposit which was {$6000.00} due to the sales having to move for the closing and unable to move for also having them fix items from the home, of course, they had reason to be upset for the loan not closing on time also XXXX Have lost my appraisal money as they are not willing to refund me that amount and made me take this unnecessary step to close a loan they had not yet to underwrite. making me lose time and money with a misleading company with no ethics.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A