Date Received: 2018-10-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I called NAVY Federal Credit Union customer service number to request membership as they said I was eligible for membership through my XXXX old daughter f ( as my ex-husband was retired military ( per the Navy FCU Rep ). As requested, I forwarded the requested copies of identifiable docs to start my account ( DL, car registration, etc. ). I knew I was in the market to purchase a home through Navy so until I was ready I began to have {$500.00} per check directed deposited into my new checking account. I was excited weeks ( after deposits were made to my account ) later I was officially APPROVED through Navy 's mortgage team for a 100 % home mortgage. I found the house, signed the contract, received the Navy 's approval letter, paid the seller the earnest money - and started the underwriting process. It was at the time I was instructed by Navy FCU to pay them $ {$650.00} so they could get the appraisal ordered that things went south. I paid the money to Navy, appraisal was ordered, and while waiting on the appraisal report, I was told by my Navy Load officer that she could not move forward with the loan b/c my membership was frozen and eventually CLOSED as an invalid account. I asked for at least my refund for the MONEY lost ( including appraisal fee ) since I put earnest money down and everything based on their mortgage approval letter ... I had signed a contract for a home, put earnest money down ( no refundable ) and just gave Navy {$650.00} for the appraisal and NOW they tell me after further review of my membership application, I am NO LONGER eligible for a Navy Federal membership after all. I tried to beg the Loan officer AND Manager that I am going to lose tons of money b.c THEY did not do their due diligence BEFOREHAND. I did not do anything wrong when applying as I called and spoke with a Navy Rep who completed my my application. I should at a bare minimum my appraisal fee reimbursed by Navy FCU since it is NOT my fault that they did not tell me WEEKS earlier that I was not eligible for a membership after all. Their Manager said, that they will NOT reimburse my money and also said that I am banned from being eligible for membership for Life ... Really? For Life???? What did I do to deserve that? I asked to speak with someone else to get an explanation as to why I am being treated as a criminal and they said there is no one for me to talk to ....
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/2018 i deposit a check of XXXX and in XX/XX/XXXX i ordered something from XXXX XXXX the order did not go right so i canceled the order and told navy federal to expedite my funds back into my account so the did. Now they are telling me in XX/XX/2018 XXXX XXXX XXXX gave me the MONEY back. Navy federal would not admit the human error they still had my oops account open plus the were removing money from my savings to my checking without consent from me and i told them to stop and they did not and now its a human error that they are leaving me liable for their error and i ask that you will investigate my claim.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
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: I built a home and was set to close on XX/XX/XXXX. As I was walking into the attorney 's office I received a call from XXXX stating they just ran my credit and we had an issue. It is reporting that I have a mortgage that is in charge off status. I do not now and never had a mortgage. XXXX was able to speak with the creditors and verify the info as being incorrect. Problem solved with XXXX. XXXX on the other hand. No so receptive. I've made multiple disputes we with XXXX. I had a Mobile home loan opened in XXXX with Navy Federal Credit union. Which is a personal consumer installment loan. I received a Title with a Vin number. I did not have a closing. I have since built another home which I am scheduled to on XX/XX/XXXX. Again when my credit file is pulled. XXXX is still reporting it as a mortgage. Causing my to be denied. I was homeless for 2 weeks following the first accurence. I spoke with a supervisor @ Navy Federal ( Mr. XXXX XXXX XXXX XXXX ext. XXXX ) He is requesting that XXXX contacts him. XXXX is requesting Navy Federal to contact them. In the last 2 months I have contacted both @ least 15 times. Now when I call Navy Federal the counselor from the recovery that is assigned to my case refuses to help and keeps asking me " When do you plan on paying this? '' I have requested multiple times to not speak to her but keep sending it to her I need help A.S.A.P or I will be homeless once again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I was ordering an XXXX to go home the night of XX/XX/18. I set my location as a XXXX supermarket and I called them to make sure they knew where I was. They told me they know where I am. I saw them drive by the supermarket. There was two XXXX that did this. One of them says I was not charged and the other one says I was charged {$5.00}. However I was charged the full price of the uber on my card. One was {$9.00} and the other one was {$11.00}. I set the right location and called them to make sure they knew where I was, it wasnt a hard location to find. I had to beg the third XXXX driver to not cancel on me and meet me in the same spot I have been this whole time and is the location I set on the phone. I filed a complaint on the XXXX website and have not heard from them since this incident happened. Here are the uber, date and time it was ordered and canceled. XX/XX/18 XXXX XXXX XXXX XXXX XX/XX/18 XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32826
Submitted Via: Web
Date Sent: 2018-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX of 2018 and outside account hacked my online bank account and created a fake bank account to pay off my credit card and did two cash advances of {$1800.00} totaling to {$3600.00} and transferred the money through my checking account and then went on to transfer the money through XXXX cash app. Prior to this incident I had no knowledge of XXXX or even that I could do a cash advance on my credit card. I had called Navy Federal Credit Union after finding out that all this was going on with my account and I had put in a claim to the fraud department and their response was that it should be an easy fix. Throughout the whole process I had never gotten a notification that my accounts were even overdrawn or had money being transferred in my account. After weeks of waiting to here back from Navy Federal they denied my claim and when I talked to the lead investigator he was very aggressive and rude on the phone pointing the blame at me and repetitively asking me who did it when I told him a numerous amount of times that my own parents do not have access to my banking information or online accounts. That following week I had gone into the branch and filed an appeal and the representative even acknowledged that there are numerous signs that I had nothing to do with the cash advances or bank transfers due to the fact that there has been minimal activity in my account since I've been in XXXX for the past year and the moment I go home to California to visit my parents all this happens at once. They approved my appeal and sorted out my checking account but neglected to sort out my credit card account which left me over the limit in {$7300.00} when the limit on my credit card is {$6000.00}. Due to the cash advances and fake payments through this outside fake account put me at a minimum payment of {$1300.00} when my initial balance on my card was close to {$3000.00}. I had to then put in a claim again for my credit card which later got denied as well as the appeal weeks later. It's now XXXX and the issue is still not resolved after many back and forth calls with Navy Federal, filing a police report, and my credit score dropping 91 points and my credit card still over the limit. I'm only a college student who has never dealt with something like this before and I did not expect Navy Federal to be so unhelpful in this situation and just make it worst than the original outcome. Every representative I've talked to on the phone has been rude, short tempered, and accusing me for all this mishap on my account. Now I'm back in XXXX and have my parents carrying out this process with Navy Federal but they still want to say that this is all my fault and will not email or call my parents back after leaving voicemails every other day. The only reason I have a credit card is in case of emergencies while I'm here in XXXX and now I can't even have it as a backup in case there was a serious emergency. This whole process has been very heart breaking because I know for a fact that Navy Federal Credit Union does not want to admit that they have flaws in their system but this incident did happen and somehow I'm the one to blame.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2018-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I got a call from some agency saying they were with the government and they needed to verify my accounts before I could apply for a loan consolidation for my student loans. I gave them my info and then i was told that i wasn't approved but owed money and if i didn't pay today that i would be sent to collections and sue if i didn't immediately wire payment. I called and sent the money in fear of being sue or getting in trouble because I'm XXXX XXXXXXXX XXXX. Shortly after, i tried to log into my bank account and my password was changed and i was locked out of my account. I was unaware that someone had log into my account and applied for a loan for {$6500.00} and a cash advanced for {$2500.00}. I DID NOT APPLY FOR THIS PERSONAL LOAN OR THE XXXX XXXX. Financially I CAN NOT PAY THIS BACK due to the fact I never approve or applied for the loan or XXXX XXXX and don't have the money too. This has been a hassle and stressful situation trying to get my self out of debt and this had put me in a deeper hole and potentially ruined my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2018 I filed a complaint/dispute regarding unauthorized charges on my Navy Federal account. I immediately canceled the card and On XX/XX/2018 I received a provisional credit in the amount of {$700.00}. I also received a letter via navy Federal online banking explaining that the credit could be reversed if Navy Federal determined that no error had occurred. On XX/XX/2018, I received a letter from Navy Federal stating Based on a thorough investigation of your account activity, we have determined that no error has occurred. The provisional credit of {$700.00} applied to your checking account on XX/XX/18 will be removed from your account on XX/XX/18, which is 20 days from the date of this letter, at which time your case will be closed. As a consumer, you have the right to request any documentation that was used in the decision of this claim. However, notwithstanding Navy Federals proposed letter agreement, the credit issued was immediately reversed on XX/XX/2018 ( the day the letter/notice was sent ). I immediately appealed and protested the decision on XXXX XXXX and notified Navy Federal of their errors. In addition, I requested verified proof of claim that the transactions disputed pertaining to this matter et.al., 1. Were not fraudulent transactions and 2. Were authorized by XXXX XXXX XXXX 3. The determination to reverse, revoke or refuse to credit the account of XXXX XXXX XXXX was based upon facts. 4. The determination to reverse, revoke or refuse to credit the account of XXXX XXXX XXXX was not based upon opinion. 5. NAVY FEDERAL CREDIT UNION A/K/A Navy Federal, has disclosed all information and documented proof of claim and allegations pertaining this matter/XXXX XXXX XXXX account to XXXX XXXX XXXX 6. Navy Federal 's determination pursuant to this matter, without verified facts. is not prejudicial to XXXX XXXX XXXX as Beneficiary of the XXXX XXXX XXXX Estate. 7. Navy Federal 's determination or decision pursuant to this matter was concluded using facts or facts disclosed by a third party. 8. Navy Federal is not willfully and intentionally discriminating against the account holder, XXXX XXXX XXXX 's rights. 9. Navy Federal has facts which can confirm or conclude that the transactions disputed by XXXX XXXX XXXX are not unauthorized or fraudulent and Navy Federal 's determination is hereby APPEALED. 10. XXXX XXXX XXXX Is not the beneficiary of the XXXX XXXX XXXX estate and all accounts in the name XXXX XXXX XXXX and have extended POA to Navy Federal Credit Union pursuant to the agreed upon terms and conditions withstanding the will or wish of the Beneficiary, XXXX XXXX XXXX XXXX. Should Navy Federal Credit Union not comply with the terms and conditions or the will of the Beneficiary, XXXX XXXX XXXX, all authority and consent pursuant to the issued POA shall be hereby revoked upon receipt of this agreement. 12. XXXX XXXX XXXX Did authorize or consent to any credit issued to the XXXX XXXX XXXX Account pursuant to the herein referenced disputed transactions being revoked or reversed by Navy Federal Credit Union without verified proof of transactions being authorized or non-fraudulent. I also Notified Navy Federal that I was also going to file a complaint with the NCUA regarding this matter. I further requested Navy Federal to provide supporting documents to support their determination or conclusion of legal fact as my account activity draws no legal conclusion of fact that the transactions disputed were authorized. Navy Federal responded via online banking E-messages. The response read : We appreciate your bringing this matter to our attention and regret any inconvenience it may have caused. Our records show we sent you two letters regarding the denial of your claim. We will honor the last letter you received and re-issue a provisional credit of {$700.00} to your checking account until XX/XX/2018 as indicated in the letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I pre-qualified for a VA Loan for {$140000.00}. I found a house in XX/XX/XXXX, was under contract. I made an earnest deposit for {$1000.00}, and paid {$450.00}, for an inspection, and then another {$450.00} for the VA appraisal, passed inspection with a minor issue, which the seller resolved immediately. I received a list from the loan processor, about what needed to be done, in order to close on the home. The issue that came up was that I needed {$4500.00} in closing cost. The loan processor told me that it would okay to apply for a personal loan to cover the cost. I was approved at a different bank, and I forwarded him the loan papers, and the bank statement showing that the funds are in a bank account. He called me the next day and told me that the credit review team wasn't going to grant me the VA loan, because of the personal loan, in which he advised me that it wouldn't be a problem. He offered me, a different loan called military choice, I agreed to avoid losing the home. Then he called me on XXXX XXXX, and advised that I was not getting a mortgage at all. I have been with my employer for 2 and 1/2 years. I work year round and showed proof that I will be receiving a raise in XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2018-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-11
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Account is charge off due to my chp XXXX bankruptcy filing. Balance should be XXXX and closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2018-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Hi I been trying to dispute a account with navy federal credit union for the longest because I never had an account with them the address they say they have on file that the card was sent to I havent stayed they in 6 years
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2018-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A