Date Received: 2019-06-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I flew on XXXX from XXXX, Washington ( USA ) to XXXX, XXXX via a layover in XXXX, XXXX ( XXXX ) on XX/XX/XXXX, XXXX. On XX/XX/XXXX, I was charged {$290.00} twice, for a total of {$580.00}. I am disputing this amount since the additional services were not provided by XXXX. On XX/XX/XXXX, I purchased two Economy Class tickets on board XXXX for {$490.00} each, for a total of {$990.00}. These tickets were paid for in full at that time. This price was for two round trip airline tickets in XXXX 's Economy Class. At the time of purchase, I utilized XXXX 's upgrade tool. That tool allows a passenger to select a price they would be willing to pay to upgrade to Premium Economy class. I placed a bid a total of {$290.00} per ticket for a potential upgrade to Premium Economy. The tool advises the passenger if two Premium Economy seats become available prior to the XX/XX/XXXX flight, XXXX would have the option to charge me an additional {$290.00} per seat to upgrade to those seats. In this case, there were two tickets purchased, so the charge would be {$590.00} total. I received an email on XX/XX/XXXX stating that an upgrade to Premium Economy Class on the XXXX to XXXX segment was not available, and I would not be charged. My regular Economy Class seats would remain unchanged. ( see attached email from XXXX ) On XX/XX/XXXX, we flew from XXXX to XXXX and were assigned seats 44A and 44B. Those seats were located in XXXX 's Economy Class section, not their premium Economy Class. ( see attached boarding passes for HeaXXXX and XXXX XXXX along with the XXXX map ) The remaining segments from XXXX to XXXX, then from XXXX to XXXX and XXXX to XXXX on XX/XX/XXXX were made in Economy Class. Upon XXXX 's failure to remedy this charge, I disputed the charge with Navy FCU on XX/XX/XXXX. At that time, they incorrectly categorized this charge as a " services not received '', but did not issue me a provisional credit. I informed NFCU at the time the credit dispute was miscategorized, yet they did not correct this. On or about XX/XX/XXXX, I was informed that the dispute was denied because I had in fact taken the flight ( despite the class of service being not what I paid for ). I appealed, and NFCU re-opened the dispute. At that time, NFCU issued a credit to my account for {$290.00}, but they did not issue the other credit of {$290.00}. I am still out one of the {$290.00} fee 's charged by XXXX. When I call NFCU, I am told they are still working on the dispute, despite the fact I filed the dispute for both charges at the same time. NFCU granted one of the {$290.00} credits, but not the other. And they refuse to remedy this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I wrote this letter and sent it via email to XXXX XXXX XX/XX/2019 Mortgage Production Supervisor XXXX Mortgage Lending Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX XXXX, FL | XXXX NMLS # XXXX Email XXXX Direct XXXX Fax XXXX navyfederal.org Dear XXXX XXXX As a Veteran with XXXX I secured the professional assistance in processing my mortgage request with Navy Federal Credit Union ( mortgage department ) and was provided with XXXX XXXX mortgage loan officer who has sense moved on. Shortly, XXXX XXXX was replaced with XXXX XXXX XXXX to process my loan request for XXXX XXXX XXXX, XXXX, GA XXXX and XXXX XXXX forwards my request to XXXX XXXX XXXX who email and call me regarding a number of request. XXXX XXXX started to concern me when the closing dates continued to be changed. Therefore, I contacted XXXX XXXX to see where we were at regarding the closing date and if he had forwarded the needed paperwork to the VA. These issues started to upset me and landed me in the VA XXXX XXXX XXXX emergency room overnight. But prior to XX/XX/XXXX, my original closing I was remised to call NFCU mortgage office so I call the VA once again to get additional clarity. Therefore, after the conversation with the VA Mortgage department felt that I was being misled by XXXX XXXX in his processing of my mortgage loan paperwork with NFCU to the VA mortgage department. I called the VA Department again and inquired if they have received ANY mortgage paperwork from XXXX XXXX of NFCU and they informed me again they havent. However, the VA Representative XXXX suggested too have a conference call with all parties therefore, I contacted my realtor XXXX XXXX to have a this call with the VA mortgage representative, and XXXX XXXX to explain to me and XXXX XXXX my Realtor Agent at ( XXXX ) XXXX what is going on so we call all be on the same page. The conversation that XXXX XXXX offered during the conference call indicated that he sent the paperwork by email but used an invalid or incorrect email address and the response from the VA Representative informed XXXX XXXX than you never sent anything and that he was incorrect in making this statement to me. The VA representatives told XXXX XXXX that he should have known the correct email address or called them when the file was rejected. Now we are faced with moving the closing date again to XX/XX/XXXX and again to XX/XX/XXXX with the understanding that VA would completed their process by them. But that was not possible from the VA standards. All parties on the phone understood that the VA need more time to complete their process sense they never received the paperwork and that the closing date issues of XX/XX/XXXX wouldnt work anyway, but XXXX XXXX sent me a document ( HUD/VA addendum to Uniform Residential Loan Application on XX/XX/XXXX to signed but the document was prepared/dated XX/XX/XXXX, my original closing date. Therefore, XXXX XXXX couldnt have sent anything to the VA because he needed my signature on those documents. XXXX XXXX processing didnt add up and cause me and my Realtor Agent XXXX XXXX concern once again, so we both contacted you ( XXXX XXXX XXXX to get clarity, but to add to insult with another egregious issues was when XXXX XXXX confirmed to Offerpad of the amount of the VA Appraisal and the value at $ XXXX thus given Offerpad the opportunity to cancel by contract keep my closing funds and not to extend my closing date anymore due the inaccurate filing/processing by XXXX XXXX to the XXXX XXXX XXXX XXXX brought this issue to my attention and I email you ( XXXX XXXX XXXX and XXXX XXXX confirmed this by emailing to you ( XXXX XXXX XXXX as well. This issues led to Offerpad *Seller of the home with an increase value of {$11000.00} to sell the house XXXX another buyer. This cost me money and I am requesting that NFCU Mortgage Department refund the amount of {$450.00} paid for the VA Appraisal, {$1500.00} earnest money, and {$250.00} dollars for my home inspection totaling {$2200.00}. XXXX XXXX actions and non-action to process my paper properly and disclosing my personal information regarding the VA Appraisal value was criminal in the mortgage industry. I have been given some legal advice on this issue among major five star realtors and mortgage companies in XXXX, Georgia and they all agree that this shouldnt have happened especially with XXXX XXXX disclosing my personal information to the Offerpad the Seller. From my last email to you and XXXX XXXX you indicated the XXXX XXXX was on medical leave for a month, therefore you have time to review my request and conclude so I can be made hold. Regards, XXXX XXXX XXXX XXXX. XXXX Cc. XXXX XXXX XXXX XXXX Realtor ) cc : XXXX XXXX, Supervisor XXXX Mortgage department Cc. XXXX XXXX, Esq. The document enclosed that XXXX XXXX never forward the paperwork to the VA when he said because the document was email to me on XX/XX/2019 and signed and returned the same day. Therefore, is was impossible to closes on XX/XX/XXXX, because the VA had not recived the paperwork yet. To many deceptions and falsehoods.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Please reference CFPB Complaint XXXX-XXXX. Sixteen months after I discovered that Navy Federal 's removal of my name from the mortgage ( ' ... because we're not using your VA certificate. But don't worry ; nothing will change. ' ) meant that with the sudden death of my spouse in XX/XX/XXXX, access to anything about the mortgage including making payments became complicated and time consuming : NFCU finally completed the mortgage assumption paperwork after being educated by VA Loan specialists that they were legally prohibited from charging me closing costs or anything other than a {$50.00} transfer fee. On XXXX XX/XX/XXXX all the papers were signed and the assumption was completed. By the XXXX, everything was recorded. On/about XX/XX/XXXX I contacted NFCU Mortgage Department by phone and was advised by XXXX that the mortgage should show up in my online account no later than Friday, XX/XX/XXXX. It did not. I sent a secured message asking for the status and was advised that someone would contact me within five business days when the updating process was completed. That was on XX/XX/XXXX. No one has contacted me, the mortgage is not listed among my online accounts and I have no access at all now because the previous account number under my husband 's access has been deactivated. At least Navy Federal is consistent in their lack of timely contact and inability to process mortgage-related paperwork accurately. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Subject : Mortgage Assumption Online Access Navy Federal Response XX/XX/XXXX : Thank you for using Navy Federal 's eMessaging Service and for bringing this matter to our attention. We are currently updating your file in our records. An Assumption Specialist will contact you once this process is completed, within five business days. If we can be of further assistance, please let us know. Your Message XX/XX/XXXX : We completed the paperwork on XX/XX/XXXX and I received a refund check two weeks ago from the title company. Earlier this week I spoke with XXXX in the Mortgage Dept and she thought the mortgage should show up online by today. Nothing yet. Could you please check on the transit of the paperwork through the bowels of NFCU? I'd like to be able to make payments online instead of going through telephone representatives. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: My names is XXXX XXXX Executor Of My Son, XXXX XXXX XXXX. He was killed in a XXXX XXXX that wasnt his fault on XXXX. He was a XXXX yr old XXXX XXXX. His father, XXXX were XXXX. He just bought a 2019 XXXX XXXX financed through XXXX XXXX. The Survivor Specialist just informed me they no longer offer Payment Protection/ Debt forgiveness as of XX/XX/XXXX. That would have paid his Loan off. Yet it is still advertised in there Survivors Guide. I am totally shocked that a XXXX dollar bank would expose itself and its members to such hardship. Its very reckless of the company. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Someone opened up fraudulent accounts in my name : XXXX XXXX. on XX/XX/XXXX for XXXX Navy Federal XX/XX/XXXX for XXXX XXXX, XXXX. XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Navy Federal is reporting a credit card account that I was an authorized user on. I removed myself from the account. However the account is showing on my credit report as a closed account reporting negative payment history and the account was terminated. I was no longer on the account as an authorized user once the account when negative. Also as an authorized user I am not financially obligated for the balance of this credit card. Therefor the account should not be able to cause harm to my personal credit file in the way that it has. On the grounds of the Fair Credit Reporting Act- If the creditor is reporting any inaccurate and incomplete information, the account must be removed. The account list as Responsibility : Terminated and Remarks : Account closed by consumer one account can not have both status. Either the account was closed by the consumer or terminated by the Financial institution. Please not there is not an account number provided on report. NAVY FEDERAL CR UN Last reported XX/XX/XXXX Reported balance : {$0.00} Credit limit : {$24000.00} You're using 0 % of your account 's limit OVERVIEW Credit limit : {$24000.00} Minimum monthly payment : {$0.00} Opened : XX/XX/XXXX ( 2 yrs, 7 mos ) PAYMENT HISTORY You've made 79 % of payments on time J F M A M J J A S O N D XXXX green_status XXXX green_status green_status green_status green_status green_status green_status green_status green_status green_status red_status red_status red_status XXXX green_status green_status Current red_status : Not current Last payment : XX/XX/XXXX Payment status : Current Amount past due : {$0.00} Worst payment status : 90-119 Days Late ACCOUNT DETAILS : Account status : Closed Type : Credit card Responsibility : Terminated Remarks : Account closed by consumer Times 30/60/90 days late : 1/1/1 Closed : XX/XX/XXXX 2017
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I applied for a credit card with Navy Federal, I was approved for a {$500.00} limit with an XXXX XXXX card, when I received it the account was closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: I have XXXX identity theft restoration assistance.The website states that you should call the XXXX if you suspect your a victim of identity theft and they would help you restore your identity.But they told me that they would not set the product up and after arguing about 20 minutes to a 30 minutes just to get the manager to allow them to let me purchase the product.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29405
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2019 I went to South Carolina to begin my XXXX XXXX for the United States XXXX while down there I had none or very little access to phones, internet and even my money because we were training to become XXXX but while I was down there my banking account had been compromised with navy federal leaving me with XXXX cents due to atm withdrawal fees over XXXX $ During the time I was in XXXX XXXX which I didnt need know where near that kind of money and the atm chargers where nowhere near close to where I was at the time and I told navy federal I could prove it with documentation I was in XXXX XXXX. when I had got my phone back after two months on XX/XX/XXXX family day and checked my bank account I found out somebody had stole my identity and acted like me guessing my code word to navy federal and changed the pin to my lost/stolen card because I didnt give anyone permission or know anyone personally who would steal my money and the police are investigating now to access it so I changed everything about my navy federal account new routing number, new pin, new code word. I asked did they need any of my documentation for the credit provisions they were giving me and do I file a police report with them or the cops and I did it with the cops they told me no even though I couldve provided it so on XX/XX/XXXX I was negative the balance that was stolen from me and the credit provision so I called navy federal they were very rude and little to no help at all the call center representative told me I was denied because a third party who we both dont know who it is, said I gave written permission to spend my money so they denied it without even verify sources after I told them I dont know who stole the money and my card was lost then stolen that was the second time they let somebody act as me on behalf of my account the fraud supervisor XXXX or something hung up on me after she said she couldnt do anything to help me which was very rude. I just want to get my money back and how does navy federal keep letting my account get compromised if I try to go threw all these precautions measures to not!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Was on a reduced interest plan due to over extension in regards to bills, which appears to have expired in XX/XX/2019 with not written or phone communication informing us the plan was or had ended. I call in on XX/XX/2019 to speak with personal finance to apply for assistance again. My financial information was taken income/expenses over the phone, for an interest rate reduction. I was informed that I would hear something bad within a few days. On XX/XX/XXXX, I call back into Navy Federal and was informed there was no record of the conversation, and was transferred to someone to resubmit my financial. Please note that all payments were automatic electronically payments on the 1st & 15th of every month. I have been making the payment in good faith since the approval of the plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A