Date Received: 2019-06-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I've tried several attempts to resolve this matter with the company listed below. After several attempts I have been forced to file a police report and also seek legal advice against the account listed. In addition please find attached a copy of the police report and DC number that was provided to me when report was filed. In addition I would like these accounts to be removed from my credit report. As I have asked before. These accounts are part of fraud and should be removed from my credit report immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2019-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-16
Issue: Problem when making payments
Subissue:
Consumer Complaint: On Saturday XX/XX/2019 and today XX/XX/XXXX I have attempted to transfer funds to my navy federal loan and my navy federal personal line of credit but I have been unable to do so because their online site and their mobile app are both down when visiting the online site there is a notification of the outage being planned but you will only see this after you attempt to log in. There were no indications of a planned outage at their ATM, via a email or text and nothing shown on their website or app in advance of this outage. Customers could have planned in advance for banking transactions if they had known of this " planned outage ''. For me this is causing a tremendous issue because I have a loan payment and A checking line of credit line of credit that is due on the XXXX. In my current situation if I do not have it posted to my account before the XXXX my payment will be reported XXXX days late. This outage should have been something that customers were notified of in advance again so that they could prepare in advance, additionally this outage seems to have been planned on a weekend preceding the due date of thousands of customers credit card accounts, personal line of credit, checking lines of credit, and loan due dates which would be the date of the XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23321
Submitted Via: Web
Date Sent: 2019-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Navy Federal Credit Union LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX & XXXX XXXX We have had many issues on this short sale file that need to be addressed. Please be aware that we have already spoken to the VA about this file : 1 ) Documents sent to the negotiator XXXX XXXX XXXX at her request have been sent multiple times and have disappeared and have needed to be resent. Does Navy Fed not have a document management system for its loss mitigation purposes? 2 ) Requests made once the NOV was returned on the property ( we will discuss the issues with getting the VA appraiser into the house later ) seem to be outside of VA guidelines and include : a ) Cutting the commission to 5 % ( we have confirmed with the VA that this request was not made by them and a 6 % commission is within their guidelines. b ) Removing the seller side title insurance from the estimate -- - also NOT a VA guideline c ) Removing the Natural Hazard Disclosure fee ( which is required by the State of California that the seller provide for the sale ) NOT a VA guideline. 3 ) We have never been able to get ahold of the negotiator, nor has anyone in your front end. Now we know that this can happen when file loads are high, but when the VA appraisal was ordered and we showed up to let the appraiser in someone had changed the locks. We called Navy Fed with the appraiser present and was told that XXXX would contact the VA and find out who went out as no sticker or notice was placed on the property. Two weeks went by with us continually calling into Navy Fed asking who had gone out there to change the locks and we were continually told that the negotiator was following up with the VA to find out -- - we have been told that that never happened. To add injury to insult, we received a call from Navy Fed asking us if the appraiser had gotten in a week into this ordeal when I asked if anyone had read the notes or contacted the VA I was hit with silence. In the end, we, not Navy Fed, were able to track down the third party vendor hired even though the vendor had not labelled the property. I would like to know the following. 1 ) Why are documents being lost multiple times 2 ) Why on a VA loan are guidelines not being following ( is Navy Fed reporting to the VA that those funds were charged against the NET and then keeping the money? It may sound crazy but both XXXX and XXXX XXXX tried similar schemes and were caught ) 3 ) Why no communication? If your employees dont have time to work the files, just tell us you are backed up. Please dont lie to us about making calls to investors that never happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: The following scenario was explained to my bank Navy Federal Credit Union and supporting documentation of emails to and from XXXX XXXX as well as XXXX Claims forms were uploaded on XX/XX/2019. The situation is as follows : ***Undelivered order : XX/XX/2019 order # XXXX {$340.00} XX/XX/2019 order # XXXX {$140.00} XX/XX/2019 order # XXXX {$190.00} XX/XX/2019 order # XXXX {$220.00} An email stated my packages were delivered on XX/XX/2019 for orders # XXXX and XX/XX/2019 for order # XXXX. Upon not receive the first 3 orders, I contacted XXXX XXXX on XX/XX/2019 and was told I needed to complete claim forms for XXXX and email them back to XXXX XXXX. I waited a few days and then did not receive the final order so I filled out the claim forms and sent them to XXXX XXXX at XXXX XXXX on XX/XX/2019. I received a response from XXXX at XXXX XXXX on XX/XX/2019 stating that XXXX confirmed that the shipments had been " lost in transit '' and she asked if I wanted them to reship the orders or issue a refund. I asked or a refund. The refund was not issued so I attempted to contact XXXX XXXX again via email on XX/XX/2019 and received a generic message stating they would get back to me. At this point I filed a chargeback with my credit card company. XXXX XXXX claimed to them that the merchandise was delivered despite advising me otherwise in both an email and in response to a XXXX complaint. The merchant confirmed through both mediums that it was not received and that they indeed offered reimbursement. *** On XX/XX/2019 the provisional credit placed on my account by Navy Federal Credit Union was reversed. I called them that very day and was told that my claim was entered as " merchandise not received '' as opposed to " refund not issued. '' I was told to resubmit the documents and the claim would be reissued and I should have an answer in 7-10 days. I hadn't received a verdict so I contact NFCU XX/XX/2019 and was told that because the merchant stated the product had been delivered that they could not resubmit the chargeback and that I would have to take it up with the shipper. I told them I had already filed a claim through the merchant with the shipper ( XXXX ) and was informed that XXXX processed and reimbursed the claim to the merchant ( XXXX XXXX XXXX stating that the merchandise was " lost in transit ; '' at which time I received an email from XXXX XXXX XX/XX/2019 stating they would issue a refund. Navy Federal then proceeded to tell me that there was nothing they would do be able to do from this point forward despite the overwhelming evidence including correspondence from the merchant and the shipper stating that I did not receive the package. This is unacceptable, you expect that when a merchant does not deliver goods or at the very least if they offer reimbursement for a legitimate claim that they would keep their word and refund the customer 's money and that Navy Federal would advocate for their customer. I did everything I was supposed to do as the consumer ; I contacted the merchant, filled out the claims forms, requested refund, waiting for said refund, filed with my bank when refund was not received with all pertinent documentation and because of Navy Federals mismanagement this predatory merchant is essentially getting away with fraud. I have never received such poor customer services from a bank. Navy Federal now claims they can not seek reimbursement because of the initial filing was coded incorrectly. Being that it was their mistake, they should rectify this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2019-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navy Federal Credit Union agreed to a settlement for less the owe amount. They report correct what I had paid to settle the XXXX accounts and the balance and past due balance were update to {$0.00} due to the settlement that was made. Now, XX/XX/XXXX they are reporting to the XXXX credit bureaus a balance and a past due balance amount. I reached out to Navy Federal Credit Union on XX/XX/XXXX spoke with XXXX XXXX advising that the balance they are reporting is inaccurate and she advise that would handle the dispute one they receive it from the 3 bureaus. I did not get a resolve with the company even though XXXX XXXX is the same agent that took my payment on XX/XX/XXXX to settled the account. How can they report the correct information on XXXX & XXXX of XXXX, then in XXXX report a balance and a past due balance when they agreed to the settlement which would in turn close out this account and cease further collection activities. This had drop my score and I very upset with how Navy Federal Credit Union treat this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 {$500.00} was taken from my checking account with Navy Federal Credit union for XXXX and transferred into a XXXX XXXX, Ms XXXX has a history of fraud and was claims to be realtor I have attempted to work with both Navy federal and XXXX on this with no luck I do have police report
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2019-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I checked my credit report on my paid prescription of XXXX and its shows a negative status on my XXXX and XXXX credit report with a Navy Federal Credit Union Installment loan from 2014. I contacted them about it and there is no record of it in there system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 437XX
Submitted Via: Web
Date Sent: 2019-06-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I do not know until I look at my record report all three of them then Ill find out why all set on getting denied for small loans that I used to not get the night at all theres something on my record is hurt me and I believe it might be fraudulent
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/19 I noticed that there were unauthorized charges on my account totaling {$1300.00}. I immediately called Navy Federal regarding the unauthorized charges and was told they could not do anything until the charges posted to my account. The lady I spoke with made me feel as though she didn't believe me when we spoke stating that how can it be fraud when the original card was inserted. Well thieves can get a hold of anyones information these days. Also this fraud took place in Louisiana and I reside in Texas and was at work/home while these transactions took place in Texas. On XX/XX/19 I sent a message to Navy Federal regarding the status of my claim. They never responded until XX/XX/19 with this message : " Thank you for your eMessage, Ms. XXXX. A fraud claim has been filed on your behalf in the amount of {$1300.00}. We will provisionally credit your account for the unauthorized transactions within five ( 5 ) business days after receiving your fraud claim. Please note this is a temporary credit adjustment. If the merchant issues a credit, or if any of the charges in question are found to be valid, our provisional credits associated with those transactions will be reversed. Any fees associated with the charges will be refunded once the claim has been investigated ''. Navy Federal never provided the provisional credit. The same day on XX/XX/19 I received a message from Navy Federal Stating : We have thoroughly investigated your card fraud claim in the amount of {$1300.00}. XXXX and determined that no fraud has occurred. A letter has been sent to your address on file. If you receive secure electronic notifications from NFCU you will receive an eMessage through Online Banking. Your claim will be closed ''. How could you have possible spent enough time investigating a claim in 1 day! Navy Federal never sent me an other explanations. So I called and spoke with a representative in the fraud department and was told that I could appeal same. I told the representative that I filed a Identity Theft Report, after I had spoken with my local police department, this is what they advised me to do. The representative in the fraud department said great, send us a message stating you want to appeal the decision and state what happened and attach the report. He said this should be all the information we need to credit your account back. So I sent the appeal in on XX/XX/19 and attached the Identity Theft Report. On XX/XX/19 I received a message from Navy Federal stating the following : " Thank you for your follow-up eMessage. The additional information you provided has been added to your claim. We regret that the information provided did not change the outcome of our investigation. Based on a thorough investigation of your account activity, we have determined that no error has occurred ''. No other information was provided on what they did to come to this outcome and again did not provide a provisional credit and took less than a day to make a decision. I did my part by following the Federal Electronic Fund Transfer Act, and reporting this fraud immediately and within 60 days. This does not make since to me. Now I am tied up with overdraft fees and I can't pay the bills I need to pay. I also had additional cards compromised and those companies replaced my money immediately after sending in the Identify Theft Report. Navy Federal do your job and protect my account like any other Credit Union would do. I joined your bank thinking I was in good hands as members own shares in Credit Unions. Well I guess I was wrong you guys are just like publicly owned banks and care only about yourselves and not protecting your members. I ask that you please take a second look at this and do the right thing by crediting my account for the {$1300.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2019-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-08
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I opened an account online, received a debt card and everything. One day after having the account less than 30 days the card wouldnt work. Called navy federal credit union and was told my account was under fraud review. Got transferred and was told the account isnt for use due to discrepancies while opening the account. When I ask what discrepancy, was told I can only receive that information through a subpoena. Ive never been denied a bank account. Asked multiple time what would be reasons for this and was told repeatedly I could only get it through a subpoena. Was told any funds I already deposited I could access at the bank and close the account. What in the world is going on??? I cant even log in to get the account number
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2019-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A