Date Received: 2018-08-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I contacted Navy Federal as I had 2 accounts approaching 30 day late. I asked which 2 accounts those were so that I could pay before it would be reported. I posted 2 payments to bring my accounts current with plans to post the final payment to the 3rd account before it hit 30 days. I was mislead into believing I had paid the 2 accounts that were passed due when I had not. My accounts were closed without explanation and statements forwarded to an old address where I had no way of knowing my dates. Also, online access and convenient payment options weren't available to me but only by driving an hour or more depending on my location to post a payment. This 30 day mark has caused my credit scores to plummet and I feel this is due to error on Navy Federals part. I've been a member just over a year and had not missed a payment prior to this. This could have easily been handled had I known but Navy Federal chose to call me on day 31 advising me that I would need to make a payment to avoid additional fees/late charge penalties. This is ridiculous
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30141
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Disputed the inquiries and called customer service
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2018-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX - I made two mobile wallet check deposits for {$5000.00} each ( {$10000.00} ) into my checking account. The deposits were made at XXXX Eastern time, reviewed and approved at XXXX. {$200.00} was immediately available in my account. According to the bank the posting date for the checks was XX/XX/XXXX XX/XX/XXXX- I am not sure if another small portion of the funds was made available into my account because Navy Federal Credit Union online check register is often not accurate and hard to read and understand. I made two more mobile wallet check deposits for {$5000.00} each ( {$10000.00} ) into my checking account. The deposits were made at XXXX Eastern time, reviewed and approved at XXXX. {$200.00} was immediately available in my account. According to the bank the posting date for the checks was XXXX. I paid bills after the bank represented the funds were present in my account. It needs to be noted that I would not have paid bills had I of known what was going to transpire next. At XXXX/XXXX I received two email communications as follows : Dear Member : " This email is in reference to your Navy Federal account . On XX/XX/18, a check ( s ) was deposited to your account. A further review of your account indicated potentially suspicious activity. As a result, a restriction, which prevents certain access, has been placed on your account. Please contact a Security Specialist toll-free at XXXX, option 4, to discuss this matter. Security Specialists are available to assist you Monday through Friday between XXXX XXXX and XXXX XXXX and Saturday between XXXX XXXX and XXXX XXXX, Eastern Time. Your immediate attention to this matter is required. Sincerely, Navy Federal Credit Union '' It is noted that this is now after business hours and I could not contact the bank. An immediate check of my account revealed that I was locked out of my account and my DEBIT card was no longer active-blocked. I'm still unsure what was suspicious about depositing checks into my account at my bank.XX/XX/XXXX - At XXXX I called the bank and was advised there was a hold placed on the two most recent checks. I was advised there would be a 5-day hold placed on the two checks but that the two other checks had already processed and were available in the account. I was given access to look at my account online/mobile again and saw the balance. Because of this, and for no reason that was communicated to me, my account was placed in a " Credit Only '' status. I did not know what that meant until later that morning when I tried to use my DEBIT card and found it being declined. Upon contact with the bank I was advised that my account was FROZEN, and I would not have access to ANY FUNDS until 5-days had passed ( presumably the XX/XX/XXXX-XX/XX/XXXX ). It should be noted that there were funds in the account that pre-existed the check deposits that were frozen AND my available balance showed as {$10000.00}, also reflecting a statement balance of {$20000.00} ( the last two checks were acknowledged but held ). I'm guessing that the initial $ XXXX had already cleared and processed and the bank just decided that since they could not place a hold on those checks, they would FREEZE me out of my own account and prevent me from accessing my money. Upon confronting the staff at the only branch in town, all of this information was repeated, and the Security Department had frozen my account completely. No one was willing to fix the issue, of course citing their company policy all along the way. I was even advised that any pending transactions ( such as the ACH bills I had paid the night before or any outstanding checks that had not posted yet ) would be returned, I would be assessed fees on both ends and there was nothing I could do. I was told even if I made a cash deposit to ensure those transactions were covered, which I was planning on doing because of this issue, the account was FROZEN and CREDITS would be the only thing processing to the account. I attempted to close the account, to at least stay the potential return charge fees, and was advised they would not close it until the checks posted. They also refused to permit me to withdraw on the available {$10000.00} that was clearly showing as AVAILABLE on my mobile app, my online statement and on receipts issued by the bank. After threatening them with the police, I was permitted to withdraw {$33.00} which is what the branch stated in the branch was what was left of my money. It should be noted the AVAILABLE BALANCE after this withdrawl was {$10000.00}. Furthermore, I allege they did not follow the Expedited Funds Availability Act in the performance of availability of funds. As of the writing of this communication ( XX/XX/XXXX XXXX ) fund show as available in my account, I have no access to any of my money, and my debit card is blocked. https : //www.consumerfinance.govXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2018-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018, Navy Federal Credit Union froze the balance of my checking account, which contains approximately {$20000.00}. They allowed funds to be deposited, but they are not allowing me to withdraw any of my funds. I contacted Navy Federal to inquire about the reason for the freeze. They put me through to their fraud department, which explained to me that multiple nonmembers who had made counter deposits to my account reported that their payments were a part of some scam. I buy and sell bitcoins ( and fractions of bitcoins ), and have done so through that checking account for approximately three years. I have never had a problem with Navy Federal up until now. In an ordinary transaction, a person messages me saying they would like to buy X amount of bitcoin. I tell them how much money to deposit into my account. The person goes into the bank and deposits that much cash into my checking account. I then send that person the bitcoin. Sometimes scammers target people like me in the following way. The scammer will message me and ask to buy, say, {$5000.00} worth of bitcoin. I will provide the person ( not knowing they are engaging in fraud ) with my account information. Instead of depositing the cash themselves, they direct the victim of some scam to deposit the cash into my bank account. After the victim deposits the money into my account, the scammer messages me and indicates that he has made the deposit. I then send the bitcoin to the scammer, reasonably believing him to be the person who made the deposit and having no reason to doubt that the transaction is legitimate. I take reasonable steps to try to prevent this from happening by requiring the customer send me a picture of the deposit receipt with the message " for the purchase of bitcoin '' written across it, but the scammer apparently found some way to trick the person into writing that on the receipt or by uploading a XXXX receipt. The person I spoke to in the fraud department seemed to think that I was some sort of scammer. He indicated to me that if Navy Federal felt like it, they could freeze my account forever and that there would be nothing I could do about it. They said that my account would remain frozen pending the outcome of their investigation. Navy Federal has not contacted me and asked me for any information about those transactions, so they do not seem to be conducting much of an investigation at all. One of my attorneys sent them a demand letter, and they have not replied. The Expedited Funds Availability Act ( " EFAA '' ) requires that a bank make all cash deposits available for withdrawal to the customer by the end of the following business day. The entire balance of my checking account consists of currency deposits made by various customers to my checking account at Navy Federal branches. Several weeks have gone by, and those funds are still not available to me. Therefore, Navy Federal Credit Union is in violation of the EFAA once again. The EFAA lays out the conditions under which a bank may withhold funds from a customer when fraud is suspected, and makes clear that these conditions do not apply to cash deposits. Interestingly enough, Navy Federal has already been fined by the CFPB for illegally freezing consumer checking accounts. They are at it again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2018-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My name is XXXX XXXX. I used my Navy federal credit card at XXXX XXXX and nail shop. When I realize the card was lost, I advised Navy Federal and reported the card lost. They are they told me I owe {$5100.00} plus {$20.00} or XXXX XXXX of the outstanding balance, whichever is greater. I only made two charges the XXXX XXXX change and nail shop charge. Navy Federal policy is that if you didn't have the change the have a XXXX Liability policy ensures that you won't be responsible for false charges toy your account. That are not following there policy. They also tacked on extra {$2000.00} to the bill. This is unacceptable. I have tried calling them they won't even answer return the call. They just want to talk via I message. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2018-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I'm submitting this in hoping to get Navy Federal Credit Union to remove a 30 day missed payment from my credit reports from XXXX of 2017. My husband was in the process of changing assignments and our pay was messed up. In addition there were fraudulent charges on my credit card account that I recently found out about and were able to dispute and win. I was credited over {$600.00} because of it. This affected my balance at the time and my ability to pay my bill.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27526
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-09
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I checked my XXXX bank account online last night and noticed that Navy Federal Credit Union conducted an unauthorized charge to my XXXX bank checking account by the collections supervisor XXXX for a payment to a closed credit card account. When we contacted her today, she stated that my wife XXXX ( who was a card user only ) was the one who authorized the ACH charge to XXXX according the the NFCU recording of the conversation XXXX listened to. XXXX stated that the recording is NFCU property and we can not listen to the recording. We asked her to escallate this problem to NFCU management. We do not believe the response from the supervisor and would like to hear the recorded conversation for ourselves. We would like to escallate this complaint to senior management at NFCU. My wife XXXX and I " DID NOT AUTHORIZE A CHARGE PAYMENT TO OUR EXTERNAL BANK via ACH as the supervisor stated that was in the recording. We would like to hear the recording to confirm that we authorized an ach payment or allow an independant person within Navy to produce a transcript of the conversation recording. Since we are disputing the unauthorized charge to our external bank account we should have the right to hear what the recorded conversation states contrary to what the supervisor states. Please feel free to contact me for more details. Regards, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32778
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband and I decided to put our Navy Federal Credit union credit cards on a debt consolidation program due to us getting nowhere with our monthly payments. I transferred themoney from an auto insurance claim from XXXX for my car repairs to Navy Federal so that I can transfer it to my sons Navy Federal account so that he can pay for the car repairs since I am currently out of the state in XXXX XXXX Alabama for school and Navy Federal withdrew the money with out my authorization to put towards my husband 's credit card which I'm a co-owner to. I called Navy Federal to request a refund so that I can pay for my car repairs and they denied the request even when I told them that was an insurance claims money for my car repairs. This is creating hardship and stress on me because I don't have the extra money to cover for my car repairs this is not the first time that Navy Federal withdraws money from out accounts with out having authorization. They have done the same from my husband 's account with out his permission. XXXX does not do this and we have a credit card with them that is also enrolled in the National Debt consolidation program we have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2018-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: After I got a new phone number I started getting calls about some past due account. I looked up the phone number and it was for Navy Federal Credit Union. I called them and told them I've never had an account with them and they confirmed it but they continuously call my phone number about it. When I answered today someone hung up on me. When I called back the lady said she couldn't find any record of me in the system but gave me the run around and wouldn't connect me to someone from the debt collections department. She pretty much told me she's sorry but she can't help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: To whom it may concern ; I have reviewed my credit report and the following items from your company has ran an on authorized credit inquiry on me. I never authorize such actions and this constitutes a violation of my rights under fair credit reporting act section 604, as well as a violation of my rights to privacy. Pursuant Section 604 you must furnish three pillars ; One being wet ink signature Two being contract of application Three Permissible purpose According to FCRA section 1681B subsection C this inquiry was not initiated by consumer unless all three pillars from section 604, FCRA are met.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2018-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A