Date Received: 2019-04-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have a loan with NAVY FCU. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and NAVY FCU were no successful resolution. XXXX, XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a loan with NAVY FCU. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and NAVY FCU were no successful resolution. XXXX and XXXX was reporting me late. There was definitely an error on their part. I was never 30 days late -XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I received a call on XX/XX/2019 from Navy Federal Credit Union trying to collect on a {$7900.00} balance for transactions that were not processed by me. The operator on the line explained to me that after investigating the situation they said that the charges were still valid. As I have never opened an account with this credit union it does not make sense that I am responsible for these charges. I tried calling the company to request further information concerning the investigation and was connect to an operator who put me on hold and proceeded to disconnect the call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XXXX at the age of XXXX I was allowed to get a credit card from Navy Federal. According to Section 611 of the Fair Credit Reporting Act, I am requesting that you re-investigate those items indicated, and promptly delete any unverifiable, inaccurate, or outdated information from my credit report. Also, according to the Credit Card Accountability Responsibility and Disclosure Act of 2009 : ( 8 ) APPLICATIONS FROM UNDERAGE CONSUMERS. ( A ) PROHIBITION ON ISSUANCE.No credit card may be issued to, or open end consumer credit plan established by or on behalf of, a consumer who has not attained the age of 21, unless the consumer has submitted a written application to the card issuer that meets the requirements of subparagraph ( B ). ( B ) APPLICATION REQUIREMENTS.An application to open a credit card account by a consumer who has not attained the age of 21 as of the date of submission of the application shall require ( i ) the signature of a cosigner, including the parent, legal guardian, spouse, or any other individual who has attained the age of 21 having a means to repay debts incurred by the consumer in connection with the account, indicating joint liability for debts incurred by the consumer in connection with the account before the consumer has attained the age of 21 ; or ( ii ) submission by the consumer of financial information, including through an application, indicating an independent means of repaying any obligation arising from the proposed extension of credit in connection with the account. I was not 21 years of age when I was duped into having a credit card, I did not have any income, and my parents did not co-sign for me to have a credit card. I filed a dispute with Navy Federal but did not have the issue resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XX/XX/XXXX I hired a XXXX XXXX XXXX from XXXX, NJ to perform work in my basement, with an install date of XX/XX/XXXX. The company failed to complete the job and left the worksite in progress. After 5 weeks of work, of which the job was originally a 1-2 day estimate, the job remained incomplete. On XX/XX/XXXX XXXX XXXX XXXX then charged my VISA credit card for {$5900.00}, which was the price to be paid upon completion of the job per the contract we agreed to ( attached ), however the job was not complete and authorization to charge was not provided. The company had my VISA information from the initial 10 % down payment that occured months prior in XX/XX/XXXX. On XX/XX/XXXX I filed a dispute on the charge with my financial institution, Navy Federal Credit Union, however refusing to refund the unauthorized transaction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I this evening at XXXX XXXX. XX/XX/XXXX Florida time, have just gotten off the phone with XXXX a supervisor of customer services with Navy Federal 's Collections department, regarding my personal loan. Yesterday I was told he would be the person to speak to regarding my account showing past due for XX/XX/XXXX. On XX/XX/XXXX, he called me back to advise me that he had spoken to upper level management regarding a waiver that I had been approved for in XXXX but that had been rescinded, and that it was decided to honor the waiver for XXXX, and also XXXX ( XXXX ). This conversation on XX/XX/XXXX, stemmed from a conversation between he and I on XX/XX/XXXX, when I complained ( after returning a call left on my voicemail by NF Collections ) about my XXXX 's payment showing past due. I explained that I had been offered a waiver for XXXX ( XXXX ) 's payment by an agent when I had called in inquiring why my XXXX 's payment was higher than usual, I accepted the agent 's offer, the offer was approved with her giving verbal notification given. She then advised a letter would follow ( which I expect as usual and as per Federal statutes ). During the XX/XX/XXXX, call, XXXX advised that the offer should not have been offered, and I did not qualify for that service because I had received one in XXXX, XXXX, and the offer was being rescinded. I clarified for him that I had NOT received a waiver of payment in XXXX but instead had a REFINANCE ... because of Navy Federal 's fault from prior months of not properly advising me when I ran into hardship after being effected by a natural disaster in Florida ( and the institution had first failed to advise me of relief for clients, then decided I did not qualify then decided it was too late ). In his nonchalant and condescending manner he finally agreed to " speak to higher ups and get back to you in one to two days to see what, if anything, can be done ''. He called me back as noted above, on XX/XX/XXXX, relaying the approved waiver for XXXX and as a courtesy for XXXX also, so my next payment would be due XX/XX/XXXX ( my normal due date ). He advised me I would receive a letter confirming the decision. To this date/day, XX/XX/XXXX, I have not received that letter. However after calling Navy Federal on a matter of inaccurate reporting of an auto loan I was approved for but never utilized, I was advised that my XXXX 's payment was past due. The agents advised eventually I would have to speak to XXXX being he was the person who had called with the decision on XX/XX/XXXX, to waive both XXXX AND XXXX 's payment. When XXXX calls this evening, he advises that he submitted to higher up management the request to honor XXXX 's waiver AFTER speaking to me on XX/XX/XXXX, advising the decision to waive both months, but the request was denied. So essentially he called me and informed me that management had approved waiving XXXX and XXXX 's payments, there-AFTER submitted the request, only to have it denied for XXXX. He put the cart before the horse is essentially what he was trying to convince me of. Again I told him that what he did was/is against the law, he gave verbal notice of the approval, I accepted that notice and accepted that Navy Federal had resolved the issue. Today over THREE ( 3 ) weeks after, he returns my calls to tell total contradictory information, and has not even offer an apology, did not acknowledge that as of today 's date I still have NOT received a letter ( as per federal law is required ) informing me of the decision that he and I discussed on XX/XX/XXXX. I did not even receive a letter informing me of the information that he was now trying to feed me today. As a matter of fact he did not even CALL me after that conversation on XX/XX/XXXX, to say what he did today. So approximately three weeks after he called to say I was approved to honor XXXX 's waiver and also offer XXXX, he did not call nor send the letter to say otherwise than what we spoke of on that day. Had I NOT called yesterday on my other matter I would not have known the situation, would have my account sitting in delinquency, and I would not have known a word! This entire situation has been against the Federal AND State practices of the guidelines for financial institutions including the Federal Deposit Insurance Corporation ( FDIC ), the Federal Reserve, National Credit Union Administration, Federal Financial institutions Examination council, The Federal Trade Commission ( FDC, The Consumer Protection Agency, Bureau of Consumer Protection, Fair Debt Collection Practices, Fair Credit Reporting Act, The Truth in Lending Act, and the Florida Department of Agriculture and Consumer Affairs and has reeked of illegal and unethical practices and handling. How can Navy Federal approve a client for a payment waiver, give verbal and written notice of such approval ( as required by law ), then only by a stroke of luck the client calls on another matter to be told of the events, then again the supervisor who supposedly received approval to honor that first approval and offer another month turn ( and again by law a letter would be sent out, but never has ) again turn around to advise the client the second approval was being rescinded AGAIN, yet he did not CALL nor send a letter to this effect?? When I questioned why I have not received a letter some three weeks later whether for the approval or the denial, his excuse was that the letter is " automatically generated ''. Well a letter could not be generated if he did not properly document the events of the transaction or communications/discussions between us. I advised XXXX that what he and Navy Federal has been doing to me and my account with the institution is unethical, against the law, and unfair, and is spoiling my account with the credit union differently than what has already been going on with the account, causing more negative effects on my record with the bank. I explained to him that I suffer from anxiety and what he was now telling me and doing would cause me to have an anxiety attack and put me in the hospital/jeopardize my health and that it was wrong what he had done and was telling me. I told him he basically had me right back to square one from XXXX when the department messed up my account in the first place! For most of the conversation he kept reiterating that that what he told me was not done and XXXX 's waiver had not been approved after all. I asked him so basically what he was telling me is that he called me on XX/XX/XXXX, told me that the higher ups had approved waiving XXXX and XXXX 's payments, and that I would receive a letter confirming same, THEN he went ahead and submitted the request in which it was then denied despite the news he had given me on the phone ; that he had taken the authority to approve the two months ' waivers AHEAD if submitting the request to his superiors, notified me then went ahead with submission, the submission was denied, THEN he FAILED to notify me -- ever --? Because that is what he was telling me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XX/XX/XXXX Navy Federal Credit Union, N.A. Account # : XXXX Dear CFPB, I am writing you today in hopes that you can help investigate and resolve this matter for me with Navy Federal Credit Union. As a XXXX, I loved having a secure military bank with friendly XXXX XXXX service members handling my funds and veterans benefits. OR so I thought. To my dismay, there was severe fraudulent activity on my bank account from XXXX onwards in XXXX. As someone who is away from home for long periods of time on military deployments, I have little to no resources to make phone calls, nor check the internet. Furthermore, I dont come home for months at a time and am unable to see my statements until I arrive back. As soon as I caught wind of the fact that my account had been compromised I IMMEDIATELY notified Navy Federal of what had transpired. They promised to do all they could to recover the funds for me, and I spent hours on the phone going over each transaction. One of the major things that occurred were ATM transactions as well as debit card and ACH transactions. I have had severe identity theft since XXXX, and have multiple fraud alerts in place by the three credit bureaus. Navy Federal ended up deciding that there was no fraud found despite not even trying to track down the IP addresses, the merchants receipts, videos, etc. I asked them to reopen the case and they said that my initial identity theft report was not sufficient enough for them to refund the money. Seriously? I spoke to fraud representatives who PROMISED to return the money to me but that they needed a SEPARATE police report detailing the new fraudulent activity that occurred on the Navy Federal account. I went into the police station to file an updated police report giving them the transactions that had been posted to my account as well as the previous police report. The detective said why do you need a new police report? This previous police report should be sufficient for them for identity theft. I asked the detective and officer to please do as Navy Federal asked and they said if Navy Federal had any further issues to contact them. So I sent in the new police report to Navy Federal and waited. It took months and they didnt even respond. I lived very far from the nearest Navy Federal branch and therefore, I had to drive an hour out of my way while in California to the closest Navy Federal Branch. I finally went in to the Navy Federal Branch in XXXX XXXX, XXXX in XX/XX/XXXX and I sat down for nearly two hours with a personal banker by the name of XXXX XXXX. Ms. XXXX apologized profusely for what my family and I had to endure and was upset that Navy Federal was promising to return my money yet not properly resolving it. Ms. XXXX tried contacting headquarters in XXXX, and they gave her the run around as they did me. Everyone at Navy Federal seemed lost as to the status of the case or what to do. Ms. XXXX told me that we need to file a new identity theft report case with Navy Federal and we took time to literally highlight EVERY single transaction that was fraudulent. Once that was completed, she typed up a new case and told me that she would personally take care of this matter for me. She faxed in the two police reports, statements and transactions, yet nothing really happened. This created an enormous financial hardship for myself and my family as we were unable to pay bills due to the amount of fraud that was taken out of the account. There were conflicting statements from investigators, for example, who denied the refunding of a {$600.00} ACH transaction to XXXX saying that they had proof from the merchant that this was authorized. Funny because I reached out to that same merchant ( XXXX ), filed an identity theft report and they responded with a letter in the mail saying we are sorry. We have investigated and determined that this was a fraudulent account and you are not responsible for it. I gave that to Navy Federal who STILL refused to return the money. Ms. XXXX claimed over the coming months that the identity theft report takes a long time to process and kept urging me to follow up if I didnt see temporary or provisional credit within the coming weeks. After a while, Ms. XXXX just stopped responding to all emails. When I was back in XXXX in XX/XX/XXXX, I walked into a branch in XXXX XXXX, XXXX and met with another banker by the name of XXXX. XXXX tried looking into it, and called the investigators who were lost once again and no one could find the case. Everything is there and I can pull it up relatively easy in my online banking. I sent XXXX the details again, and the investigator assigned to my case, who was supposed to reach out to me, never reached out to me simply because they didnt feel like it. They didnt want to bother with me. Then I asked her to reach Ms. XXXX XXXX and ask her why she stopped responding and she told me she was annoyed and said that headquarters didnt want to investigate any longer or bother with the case. Case closed. Thats what the banker said! Why did no one update me? I wasnt getting mail that they said they were sending! These people are not doing their due diligence, protecting my money and dont even attempt to retrieve the funds! They only determined that some portions were fraudulent and didnt even bother with the lost debit card claims! While I was in both branches I literally saw on two separate cases customers bringing in small claims lawsuits against Navy Federal and now I see why! Horrible customer service and the way they treat their customers and make their lives miserable are unacceptable. I filed my own small claims case against Navy Federal last week for {$10000.00} and had the documents served on the XXXX XXXX branch as well as certified mail to Navy Federal headquarters. Its a violation of federal and SCRA Benefits and protections I am requesting that the CFPB please investigate this matter so it doesnt happen to other service members. Thank you. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98277
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: So on XX/XX/XXXX i had funds taken out my checking that were not mine i also received a call by my bank that money was being taken out in Florida that had nothing to do with me. I proceeded on giving the bank my information like my pass code and my full name and address in order to have them freeze my card and send me a new one and they even sent me a text to confirm i had changed my my pass code. When i went into work an hour later i checked again and XXXX dollars was taken out my savings and checking. The savings was sent to my checking and everything was taken out in Florida. I called the bank trying to find out why i had still been fraud and they told me the person who called you was a fraud and i was in disbelief because me thinking the bank i had put all my savings was helping me was either hacked into or had no idea it was me being fraud. So i talked to the bank and they said i was victim of fraud and that they would submit the case so i thought i was going to be okay and have my funds returned because that's i had saved up during my time in the XXXX. I did two XXXX to XXXX and XXXX and me thinking me protecting the country they should be able to protect my money. They sent me a letter in the mail and said they wouldn't give my funds back or give me any money because i basically gave them permission to take my money by providing them my information for the bank. So i was confused on why they wouldn't help me get my funds back because i didn't give them permission to do any of it or take anything i thought it was the bank helping me get my funds back but it was the fraud calling me. So i had saved that money just in case i had in troubles when i got out and they didn't care to help me. Im about to be homeless and have nothing because those XXXX dollars were all i needed to keep me going until i could find a good job that would help me and pay more. So im asking you guys if you could please help me fight this because this isn't right i didn't allow anyone to take my money because that's money i need for the future to get myself a good home its money i saved serving the country to my absolute best.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78542
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2018 I attempted to send money via XXXX to a friend in the amount of {$50.00}. The friend necer received the funds so I XXXX searched XXXX customer service number and contacted them for assistance. I spoke to who I was led to believe was a customer service rep for XXXX. Who stated that they needed to send test transactions to link my account. I was told that these transactions would only be test transactions and no money would be deducted from my account but instead {$640.00} was deducted. I immediately asked to speak to a supervisor but was disconnected and unsuccessful with reaching anyone since. The next day I filed a complaint with Navy Federal who investigated and gave me a provisional credit but have reversed the credit after they were unsuccessful with getting anything resolved with XXXX XXXX. Since then I've made 3-4 email attempts to speak with someone about this issue with no response I've also requested the rest of my money that is left in my XXXX account but the only response that I received was that my account was closed due to the dispute I made withy bank. I have filed a police report and have not been able to get any help from Navy Federal or XXXX with this issue
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX does no have fraud protection and a scammer was able to defraud me using XXXX which does not have the same service protections as XXXX. I lost XXXX XXXX out of my Navy Federal Credit Union checking account. The seller asked me to pay them through XXXX instead of my preference of XXXX for an anonymous transaction. I was not aware of XXXX, did a little XXXX to read up on it and discovered its a digital payments service thats backed by Navy Federal Credit Union which made me feel more comfortable about the transaction. The seller told me to use the XXXX mobile application so I thought XXXX was a legit service, and assumed Navy Federal Credit Union would step in to help if anything went wrong. After all, I was sending money directly to another bank account so surely the seller would know they could be tracked down and caught if they attempt fraud?! Unfortunately, proved to not be the case as the seller actually a scammer kept the money, his phone was turned off ; he never responded to any emails- he was gone and I never received the product/service paid for. I filed a complaint with Navy Federal Credit Union. I am unaware if Navy Federal Credit Union 's fraud department tried to call the seller 's bank to follow up on the matter. Navy Federal Credit Union sent me a letter stating theres nothing they can do to help recoup the stolen money. When I emailed a complaint to XXXX Support to help, XXXX responded by sharing a link that explained why XXXX should only be used with family and friends and that XXXX is not responsible for goods or services that are not received. Please see below conversation with NFCU : Subject : Fraud Navy Federal Response XX/XX/XXXX : Thank you for using Navy Federal 's eMessaging Service, Ms. XXXX.
Thank you for providing information regarding your claim. It has been attached to your dispute claim for reference. If you have any other questions or need additional assistance, please do not hesitate to contact us.
Sincerely, Debit Card Dispute Resolution Your Message XX/XX/XXXX : From : XXXX Consumer Support
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A