Date Received: 2018-07-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I reported that my card was lost or stolen to the bank. After I received new card, I encountered new charges. Also I was given provisional credit and was charged back {$110.00}. As a result of all of this I was charged {$160.00} in overdraft fees. I reported this to the company but nothing was done and neither I was contacted by the company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65616
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-06
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: The basis for this complaint can be found in CFPB Complaint number : XXXX With that, I'd like to restate my request for the refund of interest over the last four years for the following. Navy Federal Credit Union ( NFCU ) has directly and indirectly admitted that there was in fact a bank error in XX/XX/XXXX. They have validated that they granted a temporary line increase to process a payment. While they did not validate in their response that it was bank policy to inform consumers before granting the temporary line increase, it's very clear that the bank has admitted some level of fault due to their most recent response ( raising the credit limit ). While NFCU states : " The temporary credit limit increase has no impact on the way in which finance charges and late fees are assessed, so the account finance charges and late payment fees are valid, '' I completely disagree. The bank made an error in XX/XX/XXXX - an error which had detrimental impact to my personal credit score across the board. I was unable to buy a car, get new lines of credit, or consolidate my student loans at a reasonable rate. Given the detrimental side effects, I immediately contacted NFCU and informed them that I disputed the card balance, the terms, and the credit line. Additionally, I had also stated that I would not pay the balance until the matter was resolved. Despite my best efforts, NFCU did not follow the Fair Credit Billing Act and did not place the card in dispute status while they investigated the account. Instead, NFCU continued to bill interest, report me late to the bureaus, and charged numerous late fees due to the bank error. NFCU continued to destroy my credit profile by showing an account 125 % over the limit, late, and not in dispute. NFCU did not complete the investigation throughly within the first 90 days of the error being reported. If they had completed the investigation properly, they would have found that there was in fact a bank error and would have resolved it at that time ( It stands to reason that the bank error discovered recently is the same error that existed at that time ). I made it very clear to NFCU that I had the means to pay off the card in full ; however, the bank doubled down and continued to place blame on me at that time. NFCU lied numerous times throughout the process about the credit line increases, their terms, and the internal bank policies ( see previous dispute about the XX/XX/XXXX credit line increase call ). NFCU attempted to claim that I should have known better. I'm concerned about this statement because Temporary Line Increases were an internal bank policy - never once documented in the terms and conditions I received by the card. It's additionally disturbing that NFCU could not immediately process my payment given that they held the money in cash for that payment. While I certainly agree it was my choice to not make payments, pay off the card, or resolve the balance over the last 3.6 years, I must assert that the reason for that is due to the unresolved bank error that has destroyed my credit over the last 3.6 years. Given the bank error, the bank actions, and the overall hardship this has caused, I request NFCU reevaluate their decision of upholding the interest that was unlawfully and unethically charged over the last four years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2018-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I write you today to provide with you with information regarding our recent experience with NFCUs loan department. Specifically the level of service we received from XXXX XXXX. After much research about what mortgage companies were available when purchasing our new home, we were excited to learn of the competitive terms that NFCU provided along with the pride in being presented with the opportunity to be a member since both of our Grandfathers served our country in the armed forces. XXXX XXXX was was our initial contact and she has been very helpful in providing loans estimates, monthly payment estimates, etc. She provided us with mortgage rate quotes in the mid 4 % s. The housing market in Colorado is very competitive, so we wrote up more than 5 contracts before we finally and successfully went under contract on our home. Once we had an executed contract, our file was assigned to XXXX XXXX. Our closing date was nearly 60 days as a result of the sellers moving date. We provided XXXX with the documentation for our file that she requested as timely as possible and items ( such as an insurance quote ) that couldnt be sent right away were explained and updates were sent to XXXX almost weekly about the status of the documentation and when to expect it. Our loan had a float lock built into it, which gave us the option to monitor interest rates and float down to a lower interest rate within 2 weeks of closing. Over the phone, XXXX said that NFCU would monitor interest rates and let us know should they decrease so we had the opportunity to lock at a lower interest rate. She also asked us to sign disclosures and intents to proceed with NFCU as our lender. In those disclosures, there was language that said that NFCU was no obligation to monitor or notify the borrower of any interest rate changes. I contacted XXXX to get explanation on this issue, because we were told one thing and the paperwork said another. She still said she would monitor the interest rates and let us know. I asked about how we, as the borrowers, could watch the rates ourselves and she directed us to the website, which showed an interest rate 8 percentage points lower than our current one. We asked again for clarification and no response. We were only provided interest rate upon inquiring about them and the float lock passed with radio silence from NFCU. Id go so far as to say we were LIED to about our float lock. Attached is the Fair Lending Compliance Best Practices for Federal Credit Unions. Youll see that the very first bullet under prohibited practices is : Fail to provide information or services or provide different information or services regarding any aspect of the lending process, including credit availability, application procedures, or lending standards. When the appraisal of our home, came up short, XXXX sent off a very curt email without sympathy or regard with what that meant for us. You may imagine how heartbreaking it is to get bad news like an appraisal short fall in email from without a phone call or options let alone a little sympathy. XXXX was a great resource for us to talk through our options, etc. We emailed XXXX about appealing the apprasial and she failed to send us the form required to do so, even after we asked if there was anything else she needed to process said appeal. After our agent contacted NFCU, XXXX finally sent over the required form to initiate that process. We initiated the appraisal appeal because the appraiser failed to include comparable and negotiated the sale price and worked with XXXX to adjust the downpayment on the loan in order for us to purchase the home. Fast forward 2 weeks to late XXXX. We hadnt received any response from XXXX or an update on the status of the file. We traveled over the week before XXXX XXXX and we were going to be out of service range so we sent an email to XXXX and XXXX as a courtesy. At the last minute, XXXX responded that she needed another bank statement from me. I sent it immediately. The last week of XXXX, I hadnt heard anything ( and it was a week before closing ), so I reached out to XXXX via telephone and she said that the file had been sent to closing and they didnt need anything from us. On Friday XX/XX/XXXX, the deadline for the closing disclosure to be sent, we contact XXXX and XXXX only to learn that XXXX was out of the office. Prior to her being out of the office, she didnt tell us who to contact in her absence. As someone who is also in the XXXX XXXX industry and thrives on clients and provided a good experience, I cant tell you how disappointed I am with how XXXX conducted herself, her level of communication ( or lack thereof ) and the fact that she blatantly put our file on the back burner knowing that we had a longer closing. That leaves us scrambling and neurotically checking our email for the final piece of our closing puzzle. How embarrassing does it look for us to not have this Disclosure in to the Title Company on time? When I sold my home at the end of XXXX we had a 28 day closing and their disclosure was in 10 days prior to closing. There is absolutely not excuse for how long this has taken. As a professional myself, had I conducted myself the way XXXX had, Id have been sued for my conduct if not fired. Here is a timeline of events : XX/XX/XXXX-Borrowers ( we ) become members of Navy Federal Credit Union XXXX-We go under contract on our home ( we expected to lock interest rates on this day and we do not believe this was the case ) XX/XX/XXXX-Receive an email from XXXX about the process and document delivery system XXXX-Appraisal was ordered XX/XX/XXXX-We are introduced to XXXX as our Loan Processor XX/XX/XXXX-XXXX sent us an email that she was reviewing our file. She contact me via telephone to discuss XXXX-Rosa sent us an email about signing the disclosures, additional documentation, etc in order to complete the file. XX/XX/XXXX-We sent the additional documentation via email and included a few questions that we had regarding how to monitor interest rates ( we never received clarification on our questions about interests rates ) XXXX-Additional documentation was sent to XXXX. In this email, I again asked how we can monitor rates? XX/XX/XXXX XXXX XXXX, Borrowers call XXXX, left a message, no return phone call XX/XX/XXXX-We emailed XXXX copies of the inspections and amendments to the contract. XXXX-She acknowledged this email and said we could monitor rates online, we checked and those rates were not accurate. ( the screen shot she sent showed a 4.291 % interest rate and we were locked at 5 % ). In this email, she also noted that there was plenty of time until closing XXXX-We emailed XXXX back because the interest rates online didnt seem to be accurate and we wanted to be able to monitor our own interest rate. XXXX never responded to this email. XXXX-Provided another update on the documentation and when the insurance quote was expected ( 30 days prior to closing ) XXXX-provided more documentation to XXXX via email as it became available XXXX-We emailed XXXX again asking for clarification on how we could monitor our interest rates. XXXX still failed to respond. XXXX-Rose sent email that appraisal came in lower than sales price XXXX-We emailed XXXX that we wanted to submit a request for reconsideration of value for our property and asked her to let us know if she needed anything in order to initiate that process. XX/XX/XXXX XXXX XX/XX/XXXX Borrowers called XXXX, Left a message, no return call XX/XX/XXXX XXXX, Borrowers calls XXXX to discuss XX/XX/XXXX-XXXX responds only after our agent intervenes and discusses with XXXX. XXXX sent a form that we were required to fill out. XXXX-We responded to this email with the attached form within 15 minutes of receiving it. XX/XX/XXXX-XXXX responds with an acknowledgement nearly an hour later on a terribly time-senstive issue. XX/XX/XXXX-We receive copy of new appraisal from XXXX XXXX- We send XXXX an email, please give us an update on interest rates because we didnt get an update last week. XX/XX/XXXX-we received response from XXXX that rates didnt change, emailed XXXX back asking about changing the downpayment XX/XX/XXXX-XXXX responses and said XXXX would provide those figures XX/XX/XXXX-emailed XXXX about insurance quotes XX/XX/XXXX-XXXX emails us the revised Loan Estimate document with the new sales price XX/XX/XXXX-Borrowers reach out to XXXX via telephone to discuss, ask if she needs anything further, she says no. XXXX-We email XXXX advising that we will be out of cell range over the weekend 5/21/2018-She acknowledges email XX/XX/XXXX-XXXX emails that she needs another bank statement XXXX-Borrowers email her needed statement XX/XX/XXXX-She acknowledges receipt XX/XX/XXXX-ONE WEEK PRIOR TO CLOSING, nothing from XXXX, called her to get status, she said they have everything and they are waiting for Closing Disclosure XX/XX/XXXX-emailed XXXX in the late afternoon, she responds she will have it by end of day or latest XXXX. She doesnt inform us she will be out of the office or who we should contact. XX/XX/XXXX-We contact XXXX via telephone and left message. Contacted XXXX and we were informed that XXXX is on vacation today and that the needed an additional statement XX/XX/XXXX- Emailed XXXX and XXXX that we need Closing disclosure today XXXX-emailed deb the statement, she acknowledged. XXXX-received automated email that the loan is ready to closeno explanation or phone call. XXXX-Borrowers called XXXX XXXX, no answer Borrowers called XXXX at XXXX, XXXX answered the phone XX/XX/XXXX -- ESTIMATED CD ( not the official copy ) was received at XXXX. Borrowers acknowledge it as that is required in order to close on time the following week. XX/XX/XXXX-XXXX Borrowers called XXXX , left her a message. XXXX did not return phone call XX/XX/XXXX XXXX Borrowers called XXXXdiscussed with her. XX/XX/XXXX-XXXXXXXX borrowers called XXXX office Busy signal, not able to leave message. called XXXX on cell phone and left XXXX a message on cell phone, no call back XX/XX/XXXX-XXXXXXXX, called XXXX and asked where the final numbers are. she indicated that they sent the numbers to the close department at XXXX ( she didnt indicate what time zone ) and they have an estimated 2 hour turn around time. Asked what they expect me to do in terms of getting a check for a closing tomorrow, she said the numbers would be ready later today. I asked how she can ensure that the wire got delivered and avoided answering that question. XXXX-the 2 hours timeline I was quoted passes, I wait another 30 mins to be reasonable and call XXXX at XXXX, went to voicemail, left message. call XXXX at XXXX, left a message. also sent status email at XXXX. XX/XX/XXXX-XXXX texts Borrowers that the CD was approved, responded that I still dont have the numbers to know what I need to bring to closing, she states that she doesnt either. then she texts the final number at XXXX. She follows up with an email XX/XX/XXXX XXXX, receive final numbers from loan processor XXXX recd email that loan package has been sent to title company XX/XX/XXXX-XXXX, confirmation that wire has been sent to title company XX/XX/XXXX-We closed on the home, Navy Federal didnt have the correct closing time and was asking for the signed documents hours before closing and then it took them an hour to review after we finally signed. XX/XX/XXXX XXXX-Borrowers emails XXXX supervisor, XXXX XXXX, in an attempt to resolve the poor experience and questions that were unanswered by XXXX and XXXX Throughout the process. XX/XX/XXXX-XXXX XXXX-XXXX Responds requesting phone call to discuss XX/XX/XXXX-XXXX XXXX. Borrowers respond to her email with times and dates I am available to discuss. XX/XX/XXXX-XXXX XXXX responds confirming phone call for XX/XX/XXXX at XXXX MST XX/XX/XXXX- Borrowers calls XXXX at XXXX , because XXXX didnt call at the agreed upon XXXX time. Phone call lasts 12 mins. XXXX is only interested in improving service for future customers. Explained that I appreciate her taking our feedback, but that doesnt change our experience. She wouldnt help us additionally in any way. She was very surprised that only and Estimated Closing Disclosure ( CD ) was sent. She explained our freedom lock, etc. Again, said there was not anything else she could do for us to make our experience right except take our feedback and make improvements and further educate XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are writing a formal letter to express our sincere disappointment and concern with services received with Navy Federal Credit Union Mortgage department in XXXX ( XXXX XXXX, XXXX XXXX, and XXXX XXXX ). Communication between ourselves, the loan officers and loan processors was subpar and did not meet expectations. The reason for this complaint is that we are also concerned with misinformation received at various points of the process. Whether this was intentional and predatory, or agents were ill informed this is a cause for great concern. Copy of the full letter submitted to the parties involved will be faxed, which include specific issues with dates and screenshots. An attempt was made to resolve the issues on XX/XX/18, transcripts of that email will be faxed as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33021
Submitted Via: Web
Date Sent: 2018-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Unknown amount charged from XXXX XXXX & illegal amount charged from XXXX XXXX XXXX. XXXX XXXX & my navy federal account was illegal closed. I have a illegal credit score. I am a victim of social engeering fraud & a victim of theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: 98902
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-05
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: The Navy FCU is collecting a auto loan debt. I lost my job XX/XX/XXXX and did not work again XX/XX/XXXX. I tried to mitigate missing payments immediately but Navy FCU would not work with me. I could not pay. Fast forward, the car was repossessed, XX/XX/XXXX and the FCU rep stated i need to pay {$10000.00} by XX/XX/XXXX. I explained that i could pay it off but needed more time. He stated he would give me until XX/XX/XXXX. The last conversation i had with him was XX/XX/XXXX where he stated i could pay car off then call car storage company to pay storing fee. I called them XX/XX/XXXX. They said they do not have car and car is already at auction house. If i want belongings i need to contact XXXX XXXX. I called XXXX XXXX they stated they do not have the car and do not know where the car is. I attempted to call XXXX XXXX back on XX/XX/XXXX but he was gone for the day and another FCU rep reviewed my account. She stated the Navy FCU gave me until XX/XX/XXXX to pay the balance and not XX/XX/XXXX as stated by first rep. Out of all this : 1. Navy FCU rep falsified the timeframe the bank was actually given me. XXXX vs XX/XX/XXXX. 2. The company supposedly storing my car is located in XXXX and has already sent car to auction house but will charge me a daily storage fee. 3. I changed my address and have not received term notification. 4. My car location is too far for me to get my property out of. 5. I have been out of the country from XX/XX/XXXX-XX/XX/XXXX. I am stuck trying to get car back and property in car!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2018-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-03
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to arrest you or take you to jail if you do not pay
Consumer Complaint: Navy federal credit union threaten to report my car stolen when I was unable to make payments. I stopped driving the car, thinking they would just come get the car. It was stolen and I never reported it as stolen based on them telling me they were going to report the car stolen against me. For years they tarnished my credit even still even though this occurred almost 7 years ago. They report inaccurate information to the credit bureaus and have kept me in a state where I havent been able to recover. I had XXXX insurance I was going had filed for XXXX with the XXXX while this was happening I was working due to my XXXX and couldnt make the payments. I am now XXXX XXXX XXXX when I tried to get them to honor the XXXX insurance they refuse. Ive written to the ceo to no avail. I saw they had to pay I deserve some of it due to their business practices. Please help! I still have the recored conversations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Uhm first off, I was wondering who gave you authorization go through my credit? When I got my car, I never expected them to pull a credit report to 8 or so different banks. The only on that is legit is XXXX XXXX. Are you able to remove all the i necessary hard inquires? I had no idea they would pull hard inquiries XXXX XXXX, I said to fill out a form to see if I am prequalified and wine affect my credit but there Is a hard inquiry for that one Also I have NEVER herd of XXXX XXXX XXXX. Although theee was a credit card company call XXXX XXXX. I never activated it and they charged me for the first year and then I didnt know it automatically activated ( never hear this happen ). But it shows a late fee which I do not have. Can you help remove the XXXX in and XXXX XXXX once and for good OFF my record. Under XXXX there re more accounts I dont know about. 1. XXXX 2 XXXX XXXX 3. And finally the XXXX XXXX card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 968XX
Submitted Via: Web
Date Sent: 2018-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I obtained a conventional mortgage loan from Navy Federal Credit Union ( XXXX ). The loan closed on XX/XX/2018. {$440000.00} at 4.625 % 30 years fixed rate. I paid 1 % loan origination fee and paid XXXX in points to buy-down the rate to 4.625 % from the original 5.125 % rate. My complaint relates to the deceptive and misleading manner which XXXX advertises its loan rates and terms on its website. The site advertises multiple loan products and teaser rates which are generally unavailable or available in very limited instances. For example, XXXX advertises 30 year conventional rates with 5 % down payment as low as 4.125 %. That rate may be available, under certain circumstances, for specific loan products. Unless a buyer knows of the limited circumstances which that loan is available, he/she is unlikely to obtain that rate, even if the buyer qualifies for that product. This dynamic creates an unfair burden for the buyer. When I spoke with XXXX, the response was you have the lowest rate. That may be a true statement, but its a misleading statement. XXXX should be more transparent in its disclosure. For example, if XXXX recognizes a buyer may qualify for a lower rate, it should disclose the conditions or loan product ( s ) that may provide the lowest available rate. This approach gives the buyer more information to make a more informative decision. Im disappointed with my loan process with XXXX. The bank may not have committed an illegal act, but its lack of disclosure and transparency is likely intentionally deceptive. Im asking for monetary compensation of {$6500.00} to reimburse me for the discount points I paid under misleading circumstances. XXXX has an obligation to be more transparent with its members. XXXX failed to meet that standard based on how it chooses to advertise its mortgage loan program.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-06-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I closed my XXXX XXXX accounts on XX/XX/2018 and they mailed me a check for XXXX which was the remaining balance. I had to scream at 3 different people cause they tried to keep my savings open without my permission. An inside source says they did keep it open and transferred money out of there after I closed my account. I sent my VA pension payments direct deposit to a new account at a new bank and todays the money should have been kicked back from NAVY Federal credit union and sent to my new banking institution. I called the VA and they said it was never kicked back to the treasury and they thought it was strange giving the circumstances that the account has been closed for more than 2 weeks. I'm writing that the bank is committing fraud against me for closing my account in retribution for reporting them so many times to the cfpb for stealing my money that they never gave back. I suspect they waited till it was closed and someone fraudulently transferred it over to a fake account and stole it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2018-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A