Date Received: 2019-02-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I received a vehicle loan from navy federal credit union and after I got the loan all my payments were made on time but then I got a letter from navy federal credit union stating that the title was in my name without a lien holder which I didn't know, so then they started threatening to change the loan to a signature loan and raise the payments if I didn't sign the title and send it to them, so being in good faith I signed the title and mailed it back and they raised my payments anyways from XXXX to XXXX which is not the agreed upon amount that I signed and agreed too. I went as far as to tell them to come and get their property numerous times and in return they told me no they won't come and get it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I believe my bank, Navy Federal may be in violation of Regulation X, Real Estate Settlement Procedures Act and other LRR. I recently purchased a home through Navy Federal, beside their processes clearly being broken, i.e., pulling my credit when applying for the loan with delays in getting back to me as far as any approval or next steps. Not sure if this falls under Regulation Z, Truth In Lending Act. At any rate I believe a thorough investigation is needed to ensure that the bank if adhering to Laws, Rules and Regulations ( LRR ). I suspect I am not the only customer that is or has experience this, but I am aware that the CFPB investigates this types of discrepancies. Background : I applied for a new mortgage loan with Navy Federal in XX/XX/XXXX, delays transpired with a representative contacting me although they were happy to charge me for pulling my credit. Against, better judgment I decided to switch my lender to process my loan to Navy Federal, I informed them that I wanted a close date of XX/XX/XXXX. They ensured me that this is possible as it was greater than 30 days. Fast forward to what I believe to be a violation, Reg X my initial closing disclosure was sent at the end of business XX/XX/XXXX for a closing on XX/XX/XXXX. As soon as I got the document I saw many huge errors, which raised concerns as the bank does closing disclosures all the time, I understand if the title company fees may be overstated as they are still working them out, but what I can not understand is the bank gun decking and not accurately reporting terms from the sale contract between myself and the seller. It took me less than 15 minutes to see the huge errors. I informed Navy Federal of this, they did not send an updated closing disclosure until end of business XX/XX/XXXX. These numbers were still incorrect and again took me minutes to see. I contacted the bank no one could explain the closing disclosure to me. My closing had already been set for XX/XX/XXXX at XXXX. So basically I was going into closing knowing that my bank had performed no due diligence on the closing disclosure which does not take long to execute. All the bank did was try to place blame on the title company, I am familiar with the process and understand the title company numbers are driven by the bank with the exception of the title companies fees, that being said why is Navy Federal conducted business in an unethical manner? Why are they lying to customers and why are they allowed to gun deck closing disclosure which I thought were to provide transparency in the mortgage process to the customer? The manner in which Navy Federal conducted business is the same that causes the mortgage crash in XX/XX/XXXX. Navy Federal behavior led me to sitting in closing for over 5 hours because they elected not to adhere to LRR. Even after this was pointed out to them, they took their sweet time. At the closing we ( attorney, agent and myself ) had to continue to call and email the bank to see how they were correcting their numbers. It is like the bank had four days to get me an accurate closing disclosure. Why is Navy Federal allowed 4 days and other banks must provide it in 3 days? If the point of the closing disclosure is to provide borrowers with pertinent and timely disclosures regarding the nature and costs of the real estate settlement process. I do not believe that I was provided with pertinent and timely disclosures for the cost relating to my transaction. Navy Federal Closing Disclosures did not include all monies received by the borrower which proof was provided with enough time for the bank to have this properly documented. The title owner premium was spelled out in the contract as the seller fees, NF charged this to me on the CD. The seller was provided 3 % closing cost, NF elected to modify this without my approval or knowledge. I was not informed that a bank could modify the terms of a sales contract. I do understand that fees could be overstated ( title company ) but I was under the belief that the final closing disclosure should be relatively close, my was not. I have been in closing and small changes made which took minutes. Navy Federal mishaps should have never occurred these were on the bank, they gun deck the closing disclosure absolutely no due diligence. I was charged twice for an appraisal, one which was authorized during the process and another NOT authorized charged after closing on XX/XX/XXXX. I am not sure if this falls under Reg X, but I am believe this is or should be a violation as well. One of the issues that was pointed out in XX/XX/XXXX that it may be a surplus, in XX/XX/XXXX the bank stated that the surplus would go to principal payment. Even after I sat in closing for over 5 hours, Navy Federal overstated my principal payment to the credit bureaus, while not Reg X, I believe it is a LRR for this as well just unsure and do not have the bandwidth to find which LRR it falls under. How is this bank allowed to do the aforesaid? I am fortunate to understand the process somewhat but most customers have no idea when their bank are not adhering LRR. This is not the manner any bank should function, I do not want any customer to have to experience the stress and any loss of money because Navy Federal believes that adhering to LRR is optional! My stress is not over as the bank is still not corrected the principal balance, it was on the updated closing disclosure how many screw ups are the banks allowed. Why am I the customer having to keep inspecting their work? At this rate I should be paid partial salary for hours spend on work that Navy Federal was supposed to do, they are not my employer. Note : loss of money was due to sitting in closing for 5 hours while my movers had to wait around until Navy Federal corrected the closing disclosure. I did contact the bank and detail how they failed see below, message to Navy Federal. I am very dissatisfied with the service Navy Federal provided, this loan ended the same way it started with issues and poor customer service. When I applied for the loan Navy Federal failed to reach out to move forward. When I was finally contacted XXXX was very rude and she hung up on me just because I asked her to repeat herself. Then an associate who stayed she was her boss called XXXX, we got through a lot of her questions we got disconnected I called back even left a voicemail but never heard from her. I had to contact Navy fed again since I was charged for credit pull and didn't receive any services for the pull. Finally XXXX XXXX reached out and expressed they were sorry for the events transpired. She stated Navy Federal wanted my business and would do what they could to turn things around as this is not how Navy Federal conduct business. Perhaps this is my fault for believing Navy Federal would provide me a good experience after dropping the ball and I shouldve stayed with my initial lender XXXX XXXX. I was still afraid to switch and even during the process navy federal wasn't organized and didn't communicate well either. 1. From an organization perspective I the borrower had to initially stalk Navy Federal after the fees for credit pull was taking to get a status and to move the application along even with me asking for a rush. 2. Documents were constantly being requested that were previously sent which caused delays in processing. 3. Documents were being requested in one offs that are part of a process i.e., master condo policies COI etc. These were nothing specific to me as a buyer but as the banks process for Condos, so all documents should been have asked for up front same as the initial W2, tax documents. 4. The personnel that were processing the loan rarely acknowledge receipt of requested documents from buyer or agent office. 5. The condo questionnaire that was requested with less than a two day turnaround was sent them it sat on someone desk, no out of office reply alerting the agent office to contact someone else to keep the loan moving. 6. The asking for incorrect document needed again is like the bank had no clue on what is required for an internal process, creating more delays as everyone ( myself and agent office ) was very responsive with all request even those duplicated. 7. The initial cd was gun decked NO DUE DILIGENCE at all, I guess associates are more concerned about getting home than doing things correctly, as I got this at the end of business day. Then me as the borrower with 15min saw huge mistakes that took still took Navy Federal forever to correct. How can a borrower find errors quickly but associates that do this task day end and day out send one with so many errors? 8. The final disclosure was also incorrect AGAIN NO DUE DILIGENCE and sent at the very end of the work day 4:30 CST. No one could answer any questions to explain the CD to me. Then the blame game started with Navy Federal trying to put the items I had questions on to the title company. This is not my first closing, this is however the first time a lender was not able to answer my questions on the CD. 9. The day of closing the CD is still incorrect hold up my entire closing and the root cause goes back to the initial problem poor customer service. I sat in closing for over 5 hours, approximately 8:25-1:25 and all the documents were signed before 9am except for the closing disclosure. We ( lawyer, agent and myself ) contacted Navy Federal immediately when the title company alerted us that Navy Federal was unwilling to make the changes needed. I made contact with XXXX as he and XXXX were the associates that indicated that surplus would be appropriated to the loan amount. He answered his phone initially and we ( lawyer, agent and myself ) had to keep stalking/calling Navy Federal to see whats going on. I heard from XXXX but as hours went passed I heard nothing from Navy Federal. When XXXX finally responded I finally hears back it was over 3 hours later after numerous emails and calls to the bank. I literally had to stalk Navy Federal which is exactly how my loan started. No apologies no update to keep me in the loop. The only updates I got was from the title company on all the bizarre changes Navy Federal was trying to do. It is beyond my comprehension how the bank would change who pays the title owner premium as it is outlined in the contract. It is clear it is paid by the seller. In addition to the bank modifying number, they reduced the seller credit to me, again this is in the contract. It was identified in the beginning ( XX/XX/XXXX) that it looks like there will be overage and in that event that occurred the remaining amount would be applied to the principal. This was stated in the very beginning XX/XX/XXXX and reiterated on XX/XX/XXXX in writing I have an email. As a customer I can not understand how my bank would do something like this to any customer and not even feel compelled to ever reach out and say something. The only time in over 4 hours I heard from the bank was when my agent or I called. Navy Federal mistake should not have been passed down to me and it also cost me money. Since Navy Federal decided to gun deck my loan, I had to pay those extra hours my movers while I was stuck in closing. This was a quick fix. Move the title owners premium to the seller side as stated in the executed contract and update the seller credit back to the contract on the CD. Navy Federal credits could have simply been completed on Navy Federal after closing. These are just a high level overview that capture some of the mishaps that occurred as I do not have the time to document them all since there were so many! Sending a CD should not be at the end of business day especially when it is already late. A CD should not take 3 days and on the 4th day my closing still be incorrect. I understand minor changes as I have seen them at previous closing but they were all resolved in minutes. I still regret choosing Navy Federal over XXXX, this was horrible experience and I would not wish this on anyone. Navy Federal has been my primary bank for years, it is apparent that I need to change that. I am beyond upset at how I was treated. Navy Federal personnel I had interactions with during this loan, the behind the scene associates I do not know but as a group Navy Federal failed me big time and cost me more money as my movers were by the hour and Navy Federal took 4.5 of them minus the .5 that we actually signed documents. Note : XXXX was the only person to apologize although it was literally after sitting in the closing for over 4 hours, it was nice to hear someone say Navy Federal was at fault. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( do not have last name ) but he is the associate that kept telling the title company he didnt know how to do task. XXXX ( She was XXXX fill in person on Thursday as he was not there when the final CD was provided ). XXXX XXXX XXXX XXXX manager I believe XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60653
Submitted Via: Web
Date Sent: 2019-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Greetings, on XX/XX/2018 I contacted navy federal to let them know that they have been some charges on my account by a company named XXXX and they temporarily credited my account. On XX/XX/XXXX they reversed the charges stating that they was no errors and as I am typing another agent is telling me that why I dont dispute the other charges on my card. So irrelevant to what my issues are. This is not the first time navy federal has done that to me and now enough is enough, they state that they protect service member but instead they are protecting companies that are taking advantage of customers. Now mind you I was in the hospital having a XXXX XXXX XXXX XXXX and after I got back home Ive been in bed and having XXXX at home. This company is the worst and I need help on resolving this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33150
Submitted Via: Web
Date Sent: 2019-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: VALIDATION of debt letters were sent out in XXXX, XXXX and XXXX and no validation was received be to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I went to the dispute resolution center to file a claim about a transaction from a fraud merchant. I was sold a product with no box that was defective and full price. The merchant scammed me which is appalling considering it was a business in XXXX XXXX airport. My credit union did little to nothing to investigate the company or the dispute and simply said they could not help me any further which is untrue and very complacent for an establishment that I trust my money with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33570
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: SOMEONE USED MY IDENTITY TO OPEN A FRAUDULENT ACCOUNT THAT I DID NOT AUTHORIZE. NAVY FCU DOES NOT HAVE MY SIGNATURE ON ANY DOCUMENTS OR PROMISARY NOTE EITHER! I DID NOT AUTHORIZE THIS ACCOUNT AND THIS IS MY THIRD AND FINAL ATTEMPT TO HAVE THIS ACCOUT REMOVED.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type INSTALLMENT Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage - Balance {$11000.00} Balance Updated XX/XX/XXXX Original Balance {$16000.00} Monthly Payment - Past Due Amount {$11000.00} Highest Balance - Terms 72 Months Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT. Comments - Contact Information XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX XXXX XXXX XXXX XXXX NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type INSTALLMENT Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage - Balance {$4000.00} Balance Updated XX/XX/XXXX Original Balance {$4000.00} Monthly Payment - Past Due Amount {$4000.00} Highest Balance - Terms 60 Months Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT. Comments - Contact Information XXXX XXXX XXXXXXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX XXXX XXXX XXXX XXXX NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type REVOLVING Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage 101 % Balance {$5000.00} Balance Updated XX/XX/XXXX Credit Limit {$5000.00} Monthly Payment - Past Due Amount {$5000.00} Highest Balance - Terms Revolving Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT. Comments Credit line closed-grantor request-reported by subscriber Contact Information XXXX XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62040
Submitted Via: Web
Date Sent: 2019-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I met with XXXX XXXX XXXX, to inquire about purchasing a XXXX XXXX XXXX. I had the vehicle inspected by XXXX XXXX XXXX XXXX. XXXX XXXX XXXX cleared the vehicle, indicating the engine was okay. On my home, a short time after purchase, the vehicle started to hesitate and lost power. Immediately, I contacted XXXX XXXX broker to return the vehicle and request a refund. The transaction took place from my debit card using XXXX XXXX. XXXX ignored my calls and rejected my refund request. I contacted my Navy Federal Credit Union to initiate a refund or stop the transaction since it was a fraudulent transaction. I received a provisional credit of {$2400.00}, pending further investigation. On XX/XX/XXXX, Navy Federal Credit Union reversed the provisional credit, since the transaction took place through an intermediary app. That resulted in my bank account being overdrawn by - {$1300.00} and potentially ruining my credit. I was told by the supervisor, the transaction happened peer-to-peer and the funds were lost. I inquired about being protected by the FDIC and was told XXXX XXXX does not follow federal regulations, and I would have to retract my money directly through XXXX XXXX. I have since incurred late charges to my loan payment due to my account being overdrawn.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30021
Submitted Via: Web
Date Sent: 2019-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: So Im trying to get a loan my credit was atleast in the 600s while I was XXXX and now its dropped tremendously and I dont know how I havent done much but I tried to apply for a loan through navy fed on XXXX and one time for XXXX I guess it affects your credit but my credit is constantly dropping and I have no clue why I havent been late on payments or nothing and need to find out and maybe have some things removed I guess
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76544
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-05
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: I applied for a pre-approved loan that was advertised if approved I can use a blank check to purchase a vehicle with only a disclaimer if full amount is not used or vehicle value is overpriced, Navy federal will not honor rate or amount over. I purchased a vehicle through XXXX XXXX in XXXX on XX/XX/2019 under blue book value and transaction went smooth and drove vehicle back to XXXX. About 4 days later the dealer ( XXXX XXXX XXXX XXXX XXXX ) calls and notifies me of issues with Navy Federal not honoring the check due to Vin number being for commercial classified truck. Navy Federal did not disclose this in their pre- approval instructions and vehicle was a privately owned ( 1 owner vehicle ) used to pull an RV. Navy Federal gave me a run around first stating problems with vehicle as collateral, then directed me through a new loan process, only to deny me again due to loan type not qualifying for vehicle purchase. This forced me to shop last minute for lenders, to include financing through XXXX XXXX, resulting in multiple credit inquiries further sending red flags for other lenders. I am currently in possession of said vehicle, which is already insured privately, but am in limbo while also juggling my military duties. This situation stemming from Navy Federal has caused me undue stress, burden, and damaging results to my credit and I am seeking resolution. I have never missed any payments and have 2 active mortgages, several credit cards balance always paid in full with no remaining balance, and a personal loan which has been paid always on time with additional principle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A