Date Received: 2018-12-15
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/2015 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: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-15
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 FEDERAL CU OF Opened Date XX/XX/2013 which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that NAVY FEDERAL CU OF 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: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-13
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 FEDERAL CU Date opened XX/XX/2015 which has been deleted by XXXX and XXXX. XXXX and XXXX have both completed their research and determined that NAVY FEDERAL CU 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: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2018-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Navy has charged me many fees. A couple of the fees they told me they sent me noticed and I opened it and I have not. Ive called navy 2 times now and even talked to a manger where they are very disrespectful rude and discriminatory towards me and my family. Telling us the fees are there and wont do nothing about them. One employee told me stop doing things where I would get feed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45255
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2018 I submitted a written request for Navy Federal Credit Union to remove negative information from my credit report. Navy Federal Credit Union agreed to remove this information in a contract with me on XX/XX/2018. Failure to honor this contract is considered wire fraud and breech of contract. It is now XX/XX/2018 and Navy Federal Credit Union has failed to respond to my request. Accordingly they are now in violation of FCRA 623 ( a ) ( 3 ) - Responsibilities of furnishers of information to consumer reporting agencies by failing to provide notice within the time identified in the statute as described in section 603 ( p ). I respectfully request the CFPB to intervene and facilitate this complaint with an acceptable outcome outside of the court process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92120
Submitted Via: Web
Date Sent: 2018-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I was XXXX weeks late on my Navy Federal Credit Union credit card payment XXXX months ago in XX/XX/XXXX, and they turned off my card and payment was declined at the grocery store, even though I was under the credit limit. This has never been done in nearly XXXX years with their credit card, even after over XXXX days late payment multiple times while living overseas doing a Masters degree on a strict budget with income checks often mailing and depositing late. When I then logged on to the Navy Federal website on XX/XX/XXXX, I was immediately given an other than normal screen, not the regular accounts overview page it has been for all these years, but a never before seen special credit card payment screen. Which had a prefilled amount of double payment ~ {$1000.00}, that I did not see an option to change the amount of. So I was manipulated to pay double when I wanted to just pay the late payment so I could buy the groceries. Then, the following month, last month I could no longer afford to pay my Navy Federal credit card bill XX/XX/XXXX, due to ongoing health and employment problems, and now waiting for a surprise court/legal document to process so I could pay that potential {$500.00} bill first, from my {$2600.00} savings remaining. I figured I would delay payment another month, or as many as required, before paying, or pay partial payment, along with any late fee like they have charged in the past. Come XX/XX/XXXX I checked my bank account online, no abnormal late/double payment screen presented this time, and I find that on XX/XX/XXXX Navy Federal on their own without my explicit transfer authorization, went and took the {$50.00} remaining from my Navy Federal savings account, and {$470.00} from my checking account, and paid the credit card themselves, and without notifying me, and after charging a " late fee ''. Interestingly as well, the over limit balance was the highest it has ever been at {$27000.00}, yet the minimum payment which they took, was not the highest ever, being midrange {$510.00}, so I don't know how they are calculating all my previous minimum payments for years that have been higher, but for lower total credit card balance. Anyhow, after messaging them, they said it is part of their credit card " security '' policy to take funds if you don't pay. I have never heard of this in nearly XXXX years, and do not agree to it, regardless of where it might be hidden in the " fine print ''. It has never been done before when a payment was late. This is theft. They can not arbitrarily access and take whatever funds they wish from the savings peoples lives depend on. I have requested multiple times for them to return the funds, and that I will pay that credit card when and however I can later as I have always done. They do not have a right to take and disrupt peoples finances, and as in my case, potentially get them sent to jail for not being able to pay court fees first. Especially disrupting peoples finances, deviating from norms, or taking peoples money when they are in a bind and need it most. Not to mention the fact that if they can just take your money if it's late, then why are they ever allowed to charge a late payment fee, or why even allow automatic scheduled minimum monthly payments, if they are going to take your money when they want to anyway? If you are charged a late payment fee, then that is your punishment, not taking that fee and then take the due amount money anyway. It is intentionally deceptive and dishonest practice. They do not even notify you that they will be, or did take the money, so you can plan accordingly. Who decided which accounts to take the money from, and why? Who decided how much to take from each account, and why? The issues involved in this can be expounded to no end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I added my son to my NFCU business account as an authorized user about 2 years ago or so. He was added with no problem. Today XX/XX/2018 my business assets are frozen because he owes them money and they blocked me out of my own business accounts. Apparently he owes them over {$5000.00} and they restricted my account because according ti them they can do that. My son went into a branch as was grossly discriminated against and treated like a criminal when I sent him to get a cashiers check. He has called in several times with me and they have been rude and We have been hung up on and when trying to speak to a supervisor I am advised that there is no one working that someone will return my call in 24 to 48 hours. According to what I know these accounts are from XX/XX/2010 and they are declining to forward information to validate the debt. On the recorded line the rep insisted he say that He acknowledge that he owes the money after repeated attempts by the rep in their recovery she hung up and became rude. By them restricting access to my buainess account it will cost me a total of about XXXX to XXXX in fees and other legal costs because of that. My business should not be responsible of them not verifying his information when I added him over 2 years ago. They should have said no of instead taking opportunity to try to collect on a business account that frankly he is only authorized to go when I am not available. I feel that these actions were initiated as a retaliation because they made me go through hoops about a code word on the account and because I stated that I would report them to the proper authorities.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85353
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, my wife and I applied for a VA loan with NFCU. At that time I had excellent credit and only a few hundred of credit card debt. We found a home and quickly put in an offer. After the home inspection was complete, NFCU called to say that we were not eligible for the VA loan because I was working an XXXX contract position. I have been in XXXX for XXXX years, and had worked a lucrative contract with XXXX XXXX XXXX for the past year. So NFCU did a bait and switch, where they then offered us a new mortgage product which raised our monthly payment by hundreds over the VA loan. As a XXXX XXXX veteran, the gift of a VA loan was a great benefit for service, but NFCU managed to put me in a position of losing the home we had already decided was perfect for our family if we did not secure our funding at that point in the process. Fast forward to the Fall of XXXX, and a job loss with several months of unemployment, I fell behind on my mortgage, with my last payment made in XX/XX/XXXX. After finding a full-time job in the Spring of XXXX, I attempted to make a mortgage payment but my lender refused it. In XXXX of XXXX, I reached out to my lender in the hopes of getting approved for a loan modification. At this point, I had already received a notice of default and my lender had set a foreclosure auction for XX/XX/XXXX, XXXX this foreclosure auction was advertised at the very end of XXXX in a local paper, with the last notice being only days before the sale. Although the notices were scary to receive, my wife had asked if we were protected from being foreclosed on while we were being looked at for a modification, and the NFCU said we were, but that notices will keep coming anyway by electronic default. Given that we had submitted the paperwork for a modification in XXXX, well over the 37 days before the scheduled foreclosure sale, we were protected by Federal law that makes proceeding forward with the foreclosure process illegal. NFCU never foreclosed as planned for XX/XX/XXXX but rather postponed and rescheduled the foreclosure sale for XX/XX/XXXX. Almost two months had passed since my wife and I had initially asked for a loan modification, and a package arrived outlining a Repayment Plan that asked for {$6100.00} within two weeks, followed by a monthly payment of {$3800.00} for the next twelve months. My wife said that we should have been considered for a modification plan, and that per Dodd-Frank housing protection laws, there was no longer a one and done rule on being approved for a modification twice on the same loan. The " One bite of the Apple '' exclusion was no longer legal for lenders refusing a second modification, so long as at least one payment was made on the previous modification. This was out of the realm of comprehension for our loss mitigation agent - she seemed to have no idea of the protective Federal laws now in place. As my take home pay is {$8000.00}, the first installment was way more than 70 % of my monthly income, and the monthly payment being asked of us was well over 45 %. My wife asked if there was any other arrangement that we qualified for, and the NFCU employee said time was running out - that the foreclosure process was almost complete. My wife advised her that the process should have been halted per Federal Laws, and to this we were told that our foreclosure sale date had been set for XX/XX/XXXX! Not only do we have a newspaper posting affidavit that shows an advertised sale of XX/XX/XXXX, but the postponement and rescheduling were carried out while our complete modification package had been sent in. Further, there is an affidavit stating that my wife had been personally served by a sheriff regarding the foreclosure hearing, when instead only I was served. On the morning before XXXX, we were evicted on the spot - my XXXX children, wife and XXXX dogs were not given notice by me, as I thought I had time to fix this matter with a redemtion period. While it is absolutely my fault for not filling my family in on the timeline, I was shocked that they would evict us with less than 24 hours to XXXX! My wife immediately reached out to NFCU to ask them to rescind the foreclosure, given rampant violations concerning Dual Tracking, and the fact that the actual sale was not advertised in the papers. To this she was given the run around for days, until she reached a supervisor and threatened a law suit if NFCU refused to take responsibility for Dual Tracking us into foreclosure. One last phone call found a supervisor acknowledging the mistake, and admitting that " several of my bosses are looking at your file right now in a closed door meeting. '' After telling my wife this, she transferred my wife to a XXXX XXXX, who would not discuss anything with her, but instead referred her to the lawyer who was assigned to our foreclosure. My wife called the lawyer and explained our position, and simply stated that we would be willing to not bring a law suit and instead work with NFCU on rescinding the foreclosure, due to several violations regarding Dual Tracking. This lawyer listened to my wife 's explanation of how the Dual Tracking occurred resulting in our foreclosure, and said that although he could not disclose what he would be advising NFCU to do, he would be talking to our lender over the specifics of our situation. When I called for a status update, I was advised that NFCU did not feel that setting a new foreclosure sale date, advertising our home and selling it at an auction just days after we received an approved Repayment Plan, fell under Dual Tracking. I then asked for an immediate review of our foreclosure documents by their legal counsel, and was told that they would not be doing so. At this point we retained an attorney for an initial cost of {$1500.00}, who said that he tried very hard to get them to forward documentation to prove that they did not break Federal and State laws in Dual Tracking us into foreclosure. To this there was no response, other than verbal denial of Dual Tracking, and a ridiculous offer of {$1500.00} as a " Cash for Keys '' deal - with the understanding that we would sign our right to sue away with acceptance of the cash offer. NFCU 's lawyer claimed that a lender representative had asked for {$3000.00} over the phone to start the repayment plan in late XXXX, but this is not true. No such acceptable arrangement was ever put forth, and we have the loan repayment letter to prove the unreasonable and unfair demands. Upon reviewing the repayment plan letter, we called NFCU and explained that the monthly payments were dollars away from half of our take home pay, and that this was corrupt at best, and certainly not manageable for my family of six. NFCU explained that this was our only option, and that if we did not pay the first installment by XX/XX/XXXX, they would sell our home at a foreclosure auction immediaely. My wife told the representative at NFCU that we had more time to find another loss mitigation arrangement, as the foreclosure process was legally halted during our modification review. To this the NFCU rep said there was no stopping the foreclosure once it started months back in XXXX. Unable to meet the demands of the initial repayment plan, we were researching other foreclosure assistance options for veterans outside of our lender, but within 7 days of our not moving forward with their " only option '' NFCU foreclosed on our home. The lawyer we hired when communication broke down with NFCU charged us half of the {$1500.00} retainer for a couple emails and a couple of phone calls, and said he would proceed with a lawsuit if we could pay an additional {$5000.00} in retainer. We do not feel we should have to come out of pocket again, as the foreclosure package and loan repayment letter clearly prove Dual Tracking occurred. I trusted NFCU to behave in a fair and honest manner, and from how we have been treated, all I can say is run, dont walk, from a lender that caused my family tremendous pain and hardship by ignoring Federal and State laws put in place to protect all borrowers after the XXXX Housing Crash. I am asking the CFPB to hold our lender NFCU accountable for giving us the run around during this whole process, and for illegally Dual Tracking my family right into foreclosure. Regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27012
Submitted Via: Web
Date Sent: 2018-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-10
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: Navy Federal Credit Union raised my interest rate on my vehicle and changed the payment. The paperwork that I signed was for a totally different payment and interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97302
Submitted Via: Web
Date Sent: 2018-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018 my checking account was fraudulently used. I did not know until my mother tried to use her card and found that the account had a freeze on it. My mother 's account was affected also because we shared accounts. We went into our local Navy Federal Credit Union to find out why and was told that no one can discuss anything about the account and that it was under investigation and was given a print out of my transactions. The print out showed how someone deposited over {$5000.00} into my account from another person 's account and then withdrawn at XXXX supermarket by way of money orders. The bank rep gave use a business card with a phone number and a name ( XXXX ) and said to call the security dept. only they will speak to you. This led to the worst experience ever. The person I spoke with would not give me any information and did not really know who XXXX was. I called, my mother called multiple times. The only thing they said is that security does not speak directly to anyone and that this investigation would take 15 days. I continued to call for the next 3 days trying to communicate with the bank. I told them that I'm a XXXX XXXX XXXX and that my payroll check will be deposited into that account in a couple days and I needed that money for school. Again no one would speak to me. On XX/XX/2018 I tried to log on to my account and I could finally get into it and there it was over {$4500.00} in the NEGATIVE and they had applied my pay check to the negative. I called the bank and someone told me that the investigation was done and that I'm at fault. Every dime I worked for GONE! plus I owe them over {$4500.00} according to them. This is wrong. I had nothing to do with what happened. They never called to speak to me, they never interviewed me or mom ( whose account was also frozen ) they came up with a decision in 72 hours! Who did they talk too? wheres the video of the people purchasing the money orders? This could be an inside job. I don't deserve this. I'm only XXXX years old, I work and in college. I want my money BACK and account cleared.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31406
Submitted Via: Web
Date Sent: 2018-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A