Date Received: 2018-09-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX XXXX XXXX refunded me my purchase of a ticket for customer service issues. NAVY FEDERAL CREDIT UNION has yet to issue me a check for the funds from the credit back to my closed account. This is the same account whom they contacted you the CFPB, and told you that they credited a XXXX USD credit back to my account and waived it and told you my account was officially closed. This credit was issued back to my account shortly after NAVY FEDERAL CREDIT UNION issued a message to the CFPB about this same account being officially closed with me owing them NOTHING. I contacted them on XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX and each time they told me debit card services processed the check and sent it out and the truth was THEY NEVER SENT IT OUT. I am writing for them to be required to send it out because they don't have any reason to hold my check and they even told the CFPB this in there statement in response to my previous complaint last month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX, I submitted a request to Navy Federal Credit Union, to reduce my interest rate to no more than 6 %, per the Service Member Civil Relief Act ( SCRA ). Early XXXX I received a response from Navy Federal Credit Union, and they denied my request because they do not think it applies to me. On XX/XX/XXXX, I discussed this matter with my legal office/counsel, and they agreed with me. They instructed me to submit a request through CFPB for resolution. If not solved, my legal office/counsel will process this case to the Department of Justice. Per the SCRA, 50 U.S.C. App. 501-597b1 as attached, I am eligible for this request because my loan/credit card debt have originated prior to the current period of XXXX military service. I got out of the XXXX XXXX on XX/XX/XXXX, and entered the XXXX XXXX on XX/XX/XXXX. The SCRA applies to me because there was a 12 days break in service. According to the SCRA, the term " period of military service '' means the period beginning on the date on which a servicemember enters military service and ending on the date on which the servicemember is released from military service or dies while in military service. As such, the XXXX XXXX ( XXXX ) service and XXXX XXXX ( XXXX ) service are two ( 2 ) seperate period of military services. Any debt prior to the period of military service ( XXXX ), must be reduced to 6 % and anything paid more than that, shall be credited back. Even though debts were incurred during the XXXX military service, it is still considered debts incurred prior to the current period of military service ( USAF ). Please read the attached SCRA law for more details, and please be advised again, that my counsel ( XXXX XXXX XXXX XXXX Legal Office ) agrees with this interpretation too. As stated, if not resolved, this case will be processed through the Department of Justice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01852
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I first obtained these credit cards from Navy Federal back in XXXX. I maintained my payments on time up until I became unemployed due to medical reasons in XXXX. I still tried to maintain paymnts, and at times when they were late I informed customer service that I was unemployed, and never did anyone offer any help even though I am charged monthly for insurance for that specific reason. My real big issue began in XX/XX/XXXX. I submitted a payment on both credit cards and I waited for the amount to come out of my account and it never did. I called customer service and they informed me that my payment was returned. I informed them that that was impossible because the funds were there in the account. I also called my bank for the account that I submitted the payment from to find out if any payment had come through and been rejected and they informed me that none had. I also informed Navy Federal customer service that if a payment was returned from my bank they would charge me a returned payment fee, and I never was charged one. I spoke to multiple people in the collections department for the credit card, and they just refused to look further or take any accountability for the issue. I was charged late payments and all. I eventually ended up having my soon pay from his account to get it paid. They ended up closing my account in XXXX without my knowledge or sending me anything in writing to inform me that the credit cards were being closed. When I did find it out and called they stated because of the payments being late in XXXX which was not due to my doing. Well fast forward to this year, XXXX the same thing happened in XXXX. I processed a payment, and they kept telling me that the payment was returned. The funds were in the account from my credit union for the payments so I not sure why they would be returned. We verified that the correct account numbers were given, and were entered correctly when I spoke to someone over the phone to process the payments because I am unable to log in online to submit the payments myself since I don't have any bank accounts with them anymore. The payment was submitted again, and then I waited again for the payment to come out of my account, but after a week nothing. I called again and they stated that the payment was returned stating that my account was no longer active, which was not true. I contacted my credit union with the rep on the line and my credit union informed them that no payment was ever submitted. My credit union also informed them that it was probably rejected at the clearinghouse, which was not them. Once I was off the phone with my credit union and still speaking with the Navy Federal rep he still did not want to take accountability for the issue and still kept insisting that the payment rejected due to my credit union. I asked to speak with a Supervisor, and the Supervisor was not any help either and did not want to take accountability either, and was rude. I ended up going into my local Navy Federal office and a rep there was very helpful and assisted me by calling the credit card dept for Navy Federal to find out their procedure in how they submit the payments for payment. How they do it is by submitting it some kind of way by XXXX XXXX payment and using a check number. She then contacted my credit union which is XXXX XXXX XXXX XXXX and they informed her that they are not submitting it by ACH, and should not be using a check number, and it is rejecting at the clearinghouse. And that they need to submit without the check number, and submit ACH. She then contacted the person back at Navy Federal and informed them of the issue. That person then accepted responsibility and apologized and refunded me for about 4 late fees that I had been charged. Well, when I called in XXXX to try to make a payment and I explained to the rep how the payment needed to be submitted in order for it to go through I was told that they could not do it that way. I then ended up using my daughters ' account with Navy Federal in order to make sure my payment was made on time, and this was XX/XX/XXXX I believe. I specifically asked the rep if the amount she indicated that I had to pay was the correct amount because I was not at home, and did not have a bill with me, and I also advised her I was not sure if I had received one that month. She stated that the amount she provided was all. So I processed the payment with her. Turns out once again I was not giving the correct info, and my payment ended getting reported to the credit bureau as 30 days past due. This keeps on happening when I call in to make my payment. They should be able to tell me the correct amount that is due in order for me to pay my payments on time, but they keep giving me incorrect info and do not want to take accountability for it. Please I need them to listen to the calls because I know that they are recorded and then remove all these late fees from my credit report because it is due to them not providing correct info when I call to make a payment, which is the only option I have to make my payment or drive to an office which is a drive and takes time that I don't have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am a XXXX XXXX XXXX veteran who is a loyal customer of Navy Federal Credit Union. I served 10 years in the XXXX and while serving obtained a loan through Navy Federal Credit Union. While paying back the loan I became incapacitated and could no longer care for myself. I had to XXXX XXXX XXXX, and XXXX. My brother XXXX XXXX XXXX was taking care of my finances at the time and supposedly notified everybody of my XXXX and XXXX situation. Time went by and after XXXX, I am now able to care for myself. I love XXXX XXXX so I apply for a credit card through them and i'm denied saying that there was a loss. After calling and getting further details, an account that was supposed to be forgiven and/or repaid at a later date per conversations with my brother XXXX and a Navy Federal representative when I was able to settle my own affairs is what Navy Federal is holding against me. It isn't fair that I served my country and acquired injuries that left me unable to attend to things for quite some time and now it's being held over my head. Forgiveness or repayment should have been honored due to the situation. I feel so horrible and embarrassed because everything is always an act of good faith with me. I shouldn't be admonished for serving the military and being injured, I shouldn't be denied the luxury of applying openly for credit with my favorite bank, it isn't fair and it isn't right. I do not care if I have to pay it back or if it is forgiven like agreed upon, i'll do it because I intended to move all of my accounts that my brother opened back to Navy Federal. Please investigate this case as I shouldn't be treated this way for such a horrible reason. Let 's make this right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have an old credit card account with Navy Federal credit union. Through this complaint forum, or through credit disputes, is the only way that I can contact Navy Federal, as they refuse to talk to me, even though I am still a member. I have a charge off that I am making timely payments on with them, as per a written and signed agreement. This agreement is filed with the XXXX County Courts for record. This is reporting as a " Charged off Account '' on my credit report. However, it has been " TRANSFERRED '' to a Navy Federal Credit Union Lawyer, XXXX XXXX for collection purposes. A charged off account usually indicates it has been transferred, often with a statement on your credit report that says, " Transferred ''. My credit report needs to include a new account entry, most likely from Navy Federal or Mr XXXX, for this debt. The entry showing " Transferred '' is now going to be the active account entry in my credit report, not " Charge off ''. The term " TRANSFERRED '' is neutral. It also can be associated with a positive history when Navy Federal transferred the account to Mr XXXX and I continue to make timely re-payments. There would be no negative impact from the transfer. Scores would simply reflect if all payments were made as agreed after the transfer. Indicating transferred on my report will also help me more easily track the history of the debt from the original lender, Navy Federal, as I continue to make timely payments. I have been making timely payments for many months now. I have proof, in the form of cancelled checks, enclosed. I also have a letter, from the collection agent, Mr XXXX, to whom I make these payments, this is not Navy Federal. Since Navy Federal has written off this debt and transferred it to Mr XXXX, and they refuse to talk to me and won't update my credit report, I ask for review from the CFPB. I also ask kindly, again for Navy Federal, to please update my credit reports. They should read, " Transferred '' $ XXXX monthly payments, " paying monthly '' ... Not " Charge off past due '' ... Please review enclosed documents and update. At the very least, update my report to " Charge off paying monthly '', {$320.00}. Which is the Gods honest truth of the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2018-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi, My credit union Navy federal credit Union have discriminated against me because I exercised my consumer financial protection rights as a identy theft victom. I have my mortgage loan, line of credit, credit card and auto loan with navy federal credit Union. I've never missed one payments on any of my Bill 's. End of XX/XX/2018. I've been in a auto collision while at work. Someone rear ended me while I was stopped at the stop light. I've been in XXXX XXXX XXXX since. I reached out to navy federal to apply for a fixed equity loan on my home that I financed threw NFCU. Before applying for the loan over the phone. I ask the agent if they use all three credit bureaus to pull my credit and the agent said yes. They use all three credit bureaus to pull my report and to make final decision. I agreed to move forward with the equity loan Application. I did a follow up call to my loan server and processor to introduce myself and I also had some questions about the Application. Before I even finish asking my question. The agent stopped me and said no need to finish filling out ur Application because underwriting decided not to move forward with the Application because I dont meet they requirements to be approved and my credit score was to low with XXXX. I ask the lady what was my score with the other two credit bureaus and what was they requirements on getting approved. The NFCU agent said to me my score with XXXX is to low I ask about my other scores and she said they only work threw XXXX to pull report when someone applying for equity loans or line of credit. They dint use the other bureaus to run credit report. I said to the agent. I am a victom of identy theft and it's because of XXXX data breach my personal information have been compromised and that some opened up fraudulent accounts in my name and that I'm starting a lawsuit against XXXX and that can they give me another option or can they use the other bureaus also to make a fair decision on my Application. The lady told me theres no other option they can offer me. I explained to the agent that my XXXX report dont reflect my other two reports and that information on my XXXX report are fraudulent and I am in dispute with XXXX over those fraudulent accounts. I explained to the navy federal agent that I sent XXXX supporting documents such as my police report and ftc report. I asked XXXX to please remove and or block those fraudulent accounts from my credit report until they finish they investigation. Navy federal agent said to me. It's nothing they can do or option they can offer me. I told the NFCU agent that it's not fair to me and it's a violation of my rights and to please not run my report with XXXX for the above reasons. How can they go to someone that violated my rights and 143 million of Americans rights by they data breach. It's like asking the person who violated my rights to give a fair report on me. It's a conflict of interest. If I am in lawsuite with XXXX why would they go to them to get a fair report about me. I dont think I was giving a fair chance on my Application. I was lied to by the agent that I did the phone Application with. He told me they use all 3 credit bureaus to make a decision on equity loan Application. I believe I was discriminated against because i exercised my rights under the consumer financial protection act and was giving false information just to get me to complete and move forward with the Application. Navy federal credit Union used all three credit scores to come up with a anser on my other Application why they only use XXXX when applying for equity loans. I think it was done deliberately only to deny my Application or to give the people a higher interest on they loans or to not allow the people to access they equity. I always paid all my Bill 's on time and never missed a payme t till this moth. Because I been dealing with fraudulent activities and my personal bank accounts that I make payme ts from have been comprised also so my bank closed that account and sent me new cards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95621
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I XXXX XXXX was in the hospital from XX/XX/XXXX to XX/XX/XXXX that what I remerber in beween that time my money was tanken from hy account without my promise which navy federal denial my complain I even sent the dates that I was in the hospital they said it was denail becausr conflick date about lossing a card which I don't remerber do to a XXXX in which I was in on XXXX XXXXt I just remerber waking up in XX/XX/XXXX.and I XXXX XXXX when I can thourgh didn't have my XXXX XXXX XXXX XXXX I went from XXXX to hospital slect to rehab in a matter of 3 mounts was dismiss XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23601
Submitted Via: Web
Date Sent: 2018-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX, I learned that my ex-wife has a Navy Federal Credit account and car loan. I called Navy Federal several days to figure out how she had an account, because in order to have an account, you have to have a sponsor in the Military with their social security card number, account number, rank, and full name. During the phone call with Navy Federal, the first person told me that my ex-wife opened the account in XX/XX/XXXX. Please note, the ex and I were legally separated XX/XX/XXXX. The second person I talked to, after an hour on the phone, took me off as the ex 's sponsor, but declared that the ex using my information " was not fraud. '' XX/XX/XXXX, Navy Federal responded with a very blanket response stating it was " Not fraud '' once again. They did not respond with how my Ex opened the account using me as a sponsor, what information she gave them, or what they plan to do to fix this problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28376
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 I made out check # XXXX to XXXX XXXX XXXX, for {$1100.00}. On XX/XX/2018 my Bank deducted amount from my checking account on XX/XX/2018. The back of the check indicates it went into, NAVY FCU XXXX XXXX XXXX XX/XX/2018 XXXX XXXX XXXX. I have called XXXX, 3 times, spoke to a XXXX. My daughter-in-law went to the credit union in XXXX VA. They insist they did not received this money. My Bank official XXXX XXXX XXXX also called this number an got the same answer, My bank has filed a Affidavit of Unauthorized Paper Drafts 0n XX/XX/2018. NO ONE KNOWS WHERE MY {$1100.00} debit went. I need help, I am XXXX years old and was just trying to help my Son and Daughter-in-law out on a fixed income
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53090
Submitted Via: Web
Date Sent: 2018-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: i had three checking accounts with navy federal credit union the first time I made a claim my ex boyfriend had someone call into the bank pretend to be me and order a new card and used to it get my money then I filed a claim the bank gave me the money then took it bank then they closed that account .the second account is still open my ex tried to XXXX me and my kids I had to leave my home I left everything behind he used my debit card called the bank as soon as I found out the bank told me its my fault and the denied my claim and told me to go ask my ex for the money back
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2018-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A