Date Received: 2019-02-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: When I went on line to search for my XXXX-Int statements and noticed that my sons joint checking and savings accounts ( which I opened for him at birth in XXXX ) were no longer visible in my online view. I quickly called customer service and they informed me that the accounts were closed in XX/XX/XXXX due to a lack of activity and the money was sent to the state ( NC, I presume ). I am upset for several reasons. First, Navy Federal failed to contact me in spite of the fact that my contact info ( mailing address, email address, phone number, secure on line account with contact/messaging availability ) are part of my on line profile. Second, when I went to look for the money on the NC Dept of Treasury website, I was unable to find any record of the money. Third, I have now wasted several hours of my time trying to find money belonging to me that I entrusted to you. I am so upset that I immediately closed all remaining accounts with Navy Federal severing an 18 year relationship. While we are not talking about any significant dollar balances, I am nonetheless disappointed in the level of service from an institution I have spoken fondly of and recommended to others for years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2019-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XX/XX/XXXX I got an {$12000.00} personal/home improvement loan from Navy Federal Credit Union ( NFCU ) with monthly payments around {$380.00} a month for 48 months. On XX/XX/XXXX I received a two month extension on the loan and NFCU extended my loan 2 months with last payment on XX/XX/XXXX. After I paid my last payment there was a balance of {$1200.00} remaining on the loan even though the loan should be paid in full. NFCU loan management first told me that was accrued interest from the two month extension but I ask for an explanation on the excessive interest. The second time I spoke with someone from NFCU loan department in the branch. They told me {$350.00} was for late fees, {$130.00} for accrued interest for the two months extension, and the rest for the two months I missed on XXXX and XX/XX/XXXX. The problem I have with NFCU is that they extended my loan from 48 months to 50 months and making me pay the two months the loan was extended in XXXX even though I paid two extra months. I paid the loan off with the exception of {$350.00} dollars in late fees and {$130.00} in accrued interest during the two months extension. I've contact NFCU several times about the issue on ways to dispute the problem with no resolve. NFCU is telling me I have to pay them for the two months I extended the loan even though they added two extra months to my loan agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX at roughly XXXX XXXX I deposited {$320.00} into a XXXX XXXX XXXX XXXX XXXX atm, which is listed as a co-OP of Navy federal credit union. The machine stated that this transaction can not be completed at this time. It then returned my card, but it kept my money. I immediately called Navy Federal to file a report. They informed me that they would initiate an investigation which could take 45 days to complete, but also that in 10 days a provisional credit would be given to my account. I also went to XXXX XXXX XXXX the very next morning to see if they would take action, however I was told that since I didn't have an account with them I had to file a claim with NFCU. Finally on XX/XX/XXXX the provisional credit was credited to my account only to be reversed 4 days later. Upon there investigation, Navy federal says that XXXX XXXX XXXX claims there was no overages on that day. I would like them to pull the video surveillance from that evening. Furthermore I would like to know if that atm had been serviced shortly after my deposit. I am livid at this point and I keep thinking about what if it were a larger deposit. I don't think Navy Federal did all they could do to get to the bottom of this and I am considering switching to another credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19150
Submitted Via: Web
Date Sent: 2019-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I've recently filed a fraud complaint with Navy Federal Credit union for the amount of {$500.00} and some change. Not even a day later, they deny it and let me know i'm responsible for the full amount when I didn't authorize ANY of these transactions. I've also reached out to them twice online, and once in branch to block a transaction that keeps trying to pull {$100.00} out of my account EVERY SINGLE PAYCHECK. The fact that Navy Federal isn't allowing me to block a company that continues to pull {$100.00} out every paycheck is alarming. The second fact that Navy Federal isn't thoroughly assisting members with their fraud reports is another alarming thing. This bank has grown to hit me with SHADY tactics since my bankruptcy has been discharged.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92128
Submitted Via: Web
Date Sent: 2019-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I went into the XXXX XXXX Florida- Navy Federal location on XX/XX/2019 to open a new business account. ( In my possession I had my EIN number and my business is active and listed on the Secretary of State. ). My company is paperless, so I had it electronically in my phone- but as we all know SOS is available to anyone free online. I was immediately give a hard time by a teammate XXXX. She was beyond rude. She acted like she didn't want to open a business relationship, or lacked training. She didn't know what forms were needed or how to proceed. Then told me I HAD to produce paper copies of the documents, that she wouldn't print them. I advised her that my small business is paperless ... of course I am growing more irritated as she had given me a 9 page BOF form to complete via handwriting. She was quite condescending, which lead to me being stern about the discrimination I was receiving. Next thing I know the branch manager came over to lecture me and tell me to lower my voice. The worst banking experience EVER. My wife has been in banking for 14+ years and would never get away with treating a client that way, it was not client centric. When I got home, I wrote a formal complaint to the company via their secure website Confirmation # XXXX. I received no return message. Only a representative by the name of XXXX calling from XXXX - to further chastise me and tell my behavior is inappropriate. - And told me how I have to act, that I'm not allowed to be upset due to their laziness in the branch. That my feelings are not valid as a client. Fast forward to today, when I receive a letter mailed to me from Navy Federal that advised its due to a " recent incident '' at a branch. It continues to say that I exhibited unacceptable behavior. " In the event of any future incidents, you will no longer be permitted to enter ANY FCU branches for ANY Reason & We not act favorably on any request to reinstate this privilege. Citing that I abused the teammates. I am more than sure that there is surveillance and anyone can see that I did not " abuse '' anyone ... nor was I yelling, or screaming or acting any way of inappropriate. I am able to express my displeasure without being threatened. The company is discriminating against me and my small business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32712
Submitted Via: Web
Date Sent: 2019-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-01
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: XXXX has been non-compliant with removing the unverified account NAVY FCU Opened Date XX/XX/2016 which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that NAVY FCU was not established by myself but XXXX keeps verifying this accounts. Also, when I called the company they responded that XXXX did not send them all of the verifying evidence to confirm each account is unverified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32117
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-31
Issue: Problem when making payments
Subissue:
Consumer Complaint: I am writing because I am trying to figure out exactly why NFCU is allowed to break the law and charge me for fraudulent debits and I have completed everything neccessary to have them blocked under FCRA 605b. I have fully complied with the requirements of FCRA 605B ( a ), which sets forth the items required to block identity theft info from your credit report, and them imposing an investigation requirement that is clearly not part of the block procedure is clearly a violation of my rights. The two individuals who " investigated '' were XXXX XXXX ( who I have never ever heard from and never contacted me ) and Senior Investigator XXXX XXXX ( who basically just treated me like I was the criminal and his " investigation '' was based on his opinion, which is completely unfair. Someone has seriously done damage to my future and has made it extremely difficult for my everyday life, and to ME that is serious, even if noone else seems to care or be bothered to actually follow the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2019-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
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: 1. There was ever only one signed document on XX/XX/XXXX, bearing my signature to authorize a Refundable Security Deposit/Breakage deposit in the amount of XXXX GBP ( {$320.00} USD ) to XXXX. 2. Per XXXX Terms and Conditions, the Refundable Security Deposit/Breakage deposit is purposed to cover any damages from within the apartment and is refunded once all keys are returned and the apartment is checked over for damages. Since there were no reported damages in the apartment, and all keys and parking passes were returned as required the Refundable Security Deposit/Breakage Deposit -- in the amount of XXXX GBP ( {$320.00} USD ) needs to be returned. 3. As indicated on the receipt dated on XX/XX/XXXX, this unauthorized charge does not have my signature and I was not present to authorize or sign. 4. NFCU failed to provide the Zero Protection Liability coverage after I provided substantial proof that I did not authorize the fraudulent charges which was posted to my account. 5. NFCU failed to provide additional protection from fraud and unauthorized use of my NFCU Platinum Credit card, which features an embedded encrypted microchip that when used at chip-enabled card readers, the card 's fraud protection kicks in. 6. By Fla. Stat. Ann. 501.0118 ( 2 ), NFCU and VISA failed to provide and protect me from fraud and unauthorized use of my NFCU Platinum Chip-Enabled Credit Card with Zero Liability and embedded encrypted microchip by printing/displaying my entire credit card number on the receipt allowing the merchant to freely enter fraudulent and unauthorized charges. 7. I never received or signed XXXX Terms of Agreement document. 8. NFCU never provided me with NFCUs terms and guidelines for proceeding to arbitration. 9. NFCU never provided me with VISAs Guidelines for determining eligibility of arbitration. 10. Please notice the discrepancies on the receipts on XX/XX/XXXX and XX/XX/XXXX : - There is no signature on XX/XX/XXXX. - The credit slip has the exact same authorization code ( XXXX ) as the receipt dated XX/XX/XXXX, except a K indicating that the slip was keyed not swiped or chipped. - My FULL credit card number appears on both receipts. - I was not present to authorize this transaction ( CUSTOMER NOT PRESENT ) - This transaction was run at XXXX XXXX prior to my check out time at XXXX XXXX. According to Navy Federal Credit Union Credit Card Pricing Terms, page 2, item 2, under Your Agreement With Us : 2. Cardholder Signature. Your card is not valid unless it is signed. Sign the back of your card immediately upon its receipt. I NEVER SIGN ANY OF MY CREDIT OR DEBIT CARDS. My unsigned NFCU credit card, was presented for payment for a REFUNDABLE SECURITY DEPOSIT. My information was collected and not never secured by chip technology. The card reader printed my FULL CREDIT CARD NUMBER WHICH IS PRINTED ON THE RECEIPT. The merchant XXXX fraudulently misappropriated funds for a refundable breakage deposit to be used for trumped up charges of nearly {$1000.00} for a fictitious extra person on a fully paid reservation. As with all my other credit and debit cards, this card was never signed by me : immediately upon its receipt from NFCU, when it was activated, nor when it was submitted for use as a Refundable Security Deposit/Breakage deposit in the amount of XXXX GBP per stay. I am appealing to the CFPB and the NFCU Executives ( XX/XX/XXXX - XX/XX/XXXX XX/XX/XXXX ) for help with removing these unauthorized charges placed by the merchant XXXX. NFCU decided to put the MERCHANT before the MEMBER in this matter without providing any written explanation as to why and how. I do not have {$1000.00} that I can give away to fraud. In light of all the documentation I presented, NFCU removed ALL of the documents I submitted, and is preventing my case from proceeding to arbitration. Because time is and has been of the essence, I am submitting this letter and documentation to be within the 6-month window from when this horrible nightmare which began with the fraudulent use of my credit card. In good faith, I have asked for these charges posted to XXXX of $ XXXX- XX/XX/XXXX ( less the {$640.00} refund made on XX/XX/XXXX ), and the {$320.00} - XX/XX/XXXX ; {$330.00} on XX/XX/XXXX and most recently the duplicate fraudulent charge of {$320.00} re-posted to my account on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I did not authorize this {$3100.00} debt with this institution. I have filed and submitted documentation to the company at least 20 times, I knew nothing of the debt until it was charged off and I began to receive collection calls from the company. I notified each and every agent that called, that this account is not mine. I have been a victim of Identity theft for almost 10 years. Over the past 10 years people have gone as far as getting cars, apartments, credit cards, bank accounts and utility services in my name. I have filed many police reports and done FTC Affidavits, many of the reports were filed with the city and county in which the fraudulent accounts were opened. I have fulfilled all of the requirements under FCRA 605B to have this information removed and blocked, and NFCU is in violation by not removing this debt. The company is also in violation of Section 392.101 of the Texas Finance Code prohibits a third-party debt collector from engaging in debt collection in Texas unless the third-party debt collector has obtained a surety bond and filed a copy of the bond with the Office of the Secretary of State. I have found no surety bond in the state of texas bearing the name of this company
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-30
Issue: Problem when making payments
Subissue: Problem during payment process
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 with no successful resolution. XXXX and XXXX were reporting me late. There was definitely an error on their part. I was never 30 days late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2019-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A