Date Received: 2019-01-07
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I sent a request for appeal via certified mail to Navy Federal Credit Union in regards to an account closing. The aforementioned institution has placed me on restriction from using its products due to fraudulent activity in XX/XX/XXXX and has reported this restriction to XXXX XXXX XXXX XXXX, This has essentially placed my personal financial activity on hold with my other banking institutions and jeopardizes the closing of those accounts and the in ability to open another account/product with existing institutions or new ones. In this request, I sent copies of the transactions in question as well as all of my personal identification information, all of which proves that I not only did not initiate the transaction as the " Fraud Activity '' claim would infer, as I was a victim of a client who gave me 2 checks that I had no prior knowledge were drafted on a closed account. After my Navy FCU account was restricted, I made sure that the entire transaction amount was 'Paid in Full '' plus absorbant fees were paid as well. Despite my earnest efforts to explain and bring forth a positive closure to the this stress situation I have received absolutely no clarity or response form Navy FCU.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2019-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Navy Federal overdrafted my checking account to pay my credit card bill without my permission. Then closed the account. The amount is {$12.00}. I don't have a problem paying the {$12.00}, but I never authorized that payment and others they took. This is a financial crime that needs to be investigated. It happened in XX/XX/2018. I'm not sure of the month. When I called they tried to get me over to a collection agent and I tried to explain what happened and they continuously tried to collect the {$12.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29730
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My home was completely devastated during hurricane Florence leaving the house uninhabitable with no roof, no walls, no floors, no electricity. The insurance company has authorized a limited amount of time where they will pay temporary housing and that goes month to month and could end at any time. It has been almost four months since the storm and little progress has been made on the house mostly due to slow insurance settlements, however, now that the insurance company has began issuing checks, Navy Federal Credit Union is not releasing the funds in a timely manner. The checks issued by XXXX XXXX XXXX XXXX are written to my wife and I, and the mortgage company, Navy Federal. My claims specialist at Navy Federal is XXXX XXXX and the incident number is XXXX. Her phone number is XXXX XXXX option 1. On XX/XX/XXXX I sent XXXX XXXX a receipt where I paid XXXX dollars in cash to a tree company to remove a tree that was through the roof of my house and wrapped up in a powerline. The insurance company approved this amount and verified that the receipt I provided was enough for them to release payment to reimburse me for my out of pocket expense. XXXX asked me for more proof that this money was spent such as a withdrawal from a bank which I did not have as this was cash my wife and I had saved for a rainy day, such as a tree crashing through our roof during a hurricane. The roof has been repaired as verified by insurance inspectors and county inspectors, which would not be possible if the tree that I paid to remove was still through the roof. XXXX XXXX has offered no further guidance and will not even respond to emails I have sent asking about reimbursement. On XX/XX/XXXX I sent a cashed check receipt from my bank for labor I paid the contractor working on my house in the mount of XXXX dollars. Again, XXXX XXXX has not issued payment to reimburse me and is not responding to my emails asking about repayment. I have called the number provided and been told on multiple occasions that " she's not on the phone today '' presumably meaning that she is working but not accepting phone calls. No one else that answers is able to help me. There seems to be no recourse of action and no one to talk to. I have received no explanation as to why or when I will get my insurance money that I have provided receipts for. This is now XXXX dollars that was sent to me by my insurance company that Navy Federal has just kept. We lost almost all of our belongings in the hurricane, spending a couple weeks homeless. The expense has been tremendous. I do not have money or faith in Navy Federal to repay me any longer and there is no one being held accountable in their insurance claims department. The insurance company can stop paying our housing allowance at any time, putting us back on the street. We have made all of our mortgage payments to Navy Federal for a house that we can not use and a house that they are getting money from insurance for but is still uninhabitable largely due to their inability to repay us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I'm beyond frustrated at Navy Federal!! I keep getting fees on top of fees. I'm making deposits and then charged NSF Fees and then when debit card purchases come through which if the funds were not in my account in the first placed would be declined. But when they clear my account I'm then charged overdraft fees. I was told on XX/XX/XXXX a debit card purchase for {$3.00} caused my account to become negative, but this is only after I was charged two {$29.00} NSF Fees at the time I used my debit card {$3.00} was available in my account. This same issue happened on XX/XX/XXXX when a debit card transaction cleared my account on XX/XX/XXXX for {$59.00} but I was not charged an overdraft fee of {$29.00}. It is absolutely ridiculous to charge me NSF fees and Overdraft fees at the same time once debit card purchases ( funds are in my account or purchase would be declined ) post to my account. Spoke to XXXX the supervisor on XX/XX/XXXX and she could not tell my why I was charged {$29.00} in once instance and not the other. It's infuriating when the financial institution you bank with can't even inform you when you are or are not assessed fees. In addition to this madness I was told XXXX was submitting the {$15.00} payment again through my account on XX/XX/XXXX ( can't see it and was told by XXXX that they do not submit ACH Payments twice, yeah ok ) I was told by XXXX to make deposit ( done at XXXX XXXX on XX/XX/XXXX while on the phone with XXXX ) and call between XXXX - XXXX on XX/XX/XXXX to have transaction processed for payment only to be told by XXXX the supervisor that it is only a process that can occur if the error is on Navy Federal and between the hours of XXXX - XXXX ( deposit made at XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2019-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XX/XX/XXXX, a letter was written by Navy Federal Credit Union stating if I paid XXXX they would settle my credit card account and stop collection processes and send a letter showing the account settled. This did not happen. XX/XX/XXXX I recieved a letter basically bait and switching me. The letter stated we did not have a settlement agreement and they still took my payment and still owe XXXX pus and they look forward to speaking to me to settle the account. Basically took my money and did not supply what was promised. A settled credit account and a letter showing this. Instead, they took my money and are making me pay off the remaining balance. I have a photocopy of the letter, which was also sent with the payment so no mistakes would happen. I'm pretty sure they thought because I sent the letter with the payment, I can not prove that's what they said. Not true. I have a copy of the settlement letter and the letter stating they basically took my money and went against their agreement. These are attached with this complaint. I also have proof of when the payment was mailed. It was tracked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91387
Submitted Via: Web
Date Sent: 2019-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My husband has also made a complaint against Navy Federal. He took out a personal loan and in XX/XX/2018, Navy Federal contacted me to say he was late on the loan payment and that I was a co-signer. I never co-signed any loan. I have never been in a Navy Federal location and have not signed any documents with them. Prior to this, we had an identity theft issue at Navy Federal where they said we had a loan out and my husband ended up filing a police report. In the summer of XX/XX/2018, I got a call again from Navy Federal saying my husband 's checks bounced. I told them again that I did not co-sign for the loan and they urged me to not take my name off of the loan as it would cause my husband legal trouble. My husband said he signed up for the loan over the phone and then went into a Navy Federal location to sign the paperwork. We then asked for them to mail us the paperwork where it would indicate I co-signed the loan and we never received anything from them in the mail. In XX/XX/2018, I received a letter from Navy Federal stating the loan had an outstanding balance of XXXX. My husband took out a loan for XXXX to consolidate debt from medical bills. The last time he spoke to Navy Federal, he had explained that he had lost his job and that they were working out an installment plan. We had no indication that this loan had accrued XXXX in fees. No letter or phone call was made and he was under the assumption that the installment plan was still in place. When I contacted Navy Federal again, they said that the loan was in collections and we would not be able to remediate the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-31
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I read online that Navy Federal Credit Union had a fine imposed due to their debt collection tactics. I experienced this issue with the credit union due to initiating a short sell in XXXX. My accounts were frozen without receiving notification and then when calling the credit union to find out what was the issue not receiving immediate answers. I also received several calls and letters from the organization despite having contracted with a lawyer that informed the credit union they were to contact my lawyer and not me. The short sell was finalized in XXXX. Since learning of the fines imposed I have called the credit union on at least 3 occasions to discuss what type of compensation I would be receiving as I was a victim of the unethical debt collection tactics. No one knows what I am talking about at the credit union and none of my accounts have a received a credit due to imposed fines. Please assist.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2018-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-29
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Over the last few months I have been receiving excessive fees for insufficient funds. A few days ago a received a total of {$200.00} worth of fees on transactions that were {$0.00}, {$1.00}, {$0.00}, {$9.00}, etc. I have a problem on how they prioritize what they process first and what they decline. All these fees were charged to my account a day before my direct deposit was supposed to go through. When I called about getting some of the fees waived. I was told since as a courtesy I received {$170.00} worth of fees credit back to my account this year they cant help me, but they havent taken to account the hundreds of dollars they have also taken away.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2018-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I receive periodical payments from the department of veterans affairs for travel to and from doctors appointments. I have received over 100 of these payments to my account. On XX/XX/2018 I received one for {$17.00}. On XX/XX/2018 my bank made a withdrawal on my account for {$17.00} without my permission.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On the date of XX/XX/2018 I contacted Navy Federal and advised that fraud had occurred on my debit card, ending XXXX. Fraud claims were filed on all reported transactions ( {$62.00}, {$83.00}, {$62.00}, {$46.00}, {$20.00}, {$9.00}, {$44.00}, {$170.00}, {$8.00}, {$44.00}, {$15.00}, {$25.00}, {$100.00} ). As a result of the fraud claims being filed a provisional credit was issued to my account in the amount of {$700.00}. An alleged investigation was conducted and determined that allegedly no fraud had occurred for the transactions ; as a result the provisional credit issued to me was removed. During my phone conversation on XX/XX/2018 I informed Navy Federal that the funds did not dispense from the ATM. just as i did the first time I disputed said transactions when the rep. entered the claim as fraud. Navy federal sent me a letter decision/legally meritless statements from atm owner in XXXX regarding the transactions that are in dispute. the letter decision/non-factual conclusions based on circumstantial " evidence '' which draw no conclusions of FACTS regarding this matter is what Navy Federal is using as a reason to not refund my money. I previously stated to Navy Federal, that I did not benefit from these transactions. I was not disputing if the atm dispensed cash As the unverified documents or papers navy Federal has purportedly forwarded to the address on file pertaining to the XXXX XXXX XXXX. account claim. To be clear, I am disputing the unfactual claims that I, XXXX XXXX XXXX as account beneficiary actually received or benefitted from the disputed funds. I did not benefit from these transactions nor did i receive the funds from the atm transaction ( s ). The atm did perform as if the funds would be dispensed however the funds were not dispensed FOR ME. Navy Federal 's unverified conclusions were based solely on circumstantial papers or hearsay from a third party, that do not support the atm owners claims, if they are in fact alleging that I was ever in receipt of the disputed transactions amounts. Thus, no documentation or papers provided by the atm owner support any claims regarding my actual dispute and as a result thereof the papers provided by the Atm owner are nonresponsive to my claim. The decision of denial regarding the disputed transactions Is prejudicial to, XXXX XXXX XXXX as Beneficiary of the XXXX XXXX XXXX account. without verified proof Navy Federal has a duty to replace the funds taken from the XXXX XXXX XXXX account. Moreover, To prevent ATM owners from denying claims arbitrarily, they must be able to provide supporting documentation in this case they did not. If the atm owner wishes to pursue this matter further, he/she must provide additional documentation for further review. If he/she is unable to provide additional documentation Navy Federal has a duty to honor their policy or terms and conditions regarding the disputed transaction amounts by crediting the XXXX XXXX XXXX account in the amount of the disputed transactions. Sincerely, XXXX XXXX XXXX, Account beneficiary All rights reserved XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A