Date Received: 2018-04-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Theres 2 separate instances. The first, I submitted a dispute because I got a table and it broke minutes after the drivers left. I provided as much documentation as I could. They didnt even call the merchant. My dispute ended up being denied. The next one. I got some hair. It was defective and ended up a tangled mess 2 days later. A professional hair dresser advised me to get a refund. The company wouldnt do it, so I went to my bank. The bank denied this as well, even though I provided ample documentation
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48858
Submitted Via: Web
Date Sent: 2018-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: On XX/XX/2018 I was involved in a car accident where it was decided as a total loss. My insurance provider then began the process to pay off the lien holder { Navy federal credit union ). The cash value determined of my car by my insurance company was XXXX leaving a balance of XXXX on my auto loan. I then opened a gap claim with navy federal being I had paid for it when I opened my auto loan with Navy. After reading over the disclosure statement it gave details that navy is to pay 150 % of the cash value towards the balance, also stated in the disclosure their is an example given on how the process works. Navy refuses to apply the full 150 % to my balance, leaving me responsible for 727.00 ( est ) balance. I was told Gap was to cover the balance left on my loan and that is not what the service is providing. This service comes off as fraudulent because what they are paying towards the balance is only a little over 3,000. that is below the 150 % stated to be paid via the disclosure agreement, it would seem they are only paying the remainder of XXXX being XXXX was paid also the check was in the amount of XXXX, so do I even get money back being they not including the full check amount? This is not what is being advertised or even disclosed in the agreement. I am waiting to hear back from a supervisor being every representative could not fully explain why their process contradicted the disclosure statement, and why they are not going to apply the full 150 % themselves to the remaining balance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: First the Facts : XX/XX/XXXX - I noted and unauthorized charge for {$24.00} on my Navy Federal ( NF ) checking account. I contacted NF and was advised to take up the disputed charge with the vender - " XXXX, XXXX XXXX XXXX XXXX XXXX ''. I made multiple attempts to contact the vender but was unable - all calls went to an answering machine at all times of day. This answering machine requested my name, phone number, etc. The web site appeared suspect as well with no chat or meaningful information. XX/XX/XXXX - I notified NF of fraud concern. I requested stop payment and was charged {$20.00}. XX/XX/XXXX - After reviewing past statements with fraudulent charges from same vender on most months, I notified NF of concern for past recurring fraud. NF advised me to close my checking account and establish new account. Also advised me to complete a form for " Written Statement of Unauthorized Debit. '' NF representative advised me to list all dates for disputed transactions on the same form. I complied. XX/XX/XXXX - I discovered that NF had sent electronic bank message that form not processed because it was the incorrect form. I called NF and was advised to submit new form - " Declaration of Forgery/Fraud. '' I complied. I request future communications in writing. XX/XX/XXXX - I discovered that NF advised me again via electronic bank message that form was not processed because it was an incorrect form. Now I need to submit 27 individual forms, one for each unauthorized transaction. I was advised to complete 27 separate " Written Statement of Unauthorized Debit ''. I complied. I was told to expect 10 days for written results of investigation. NF did reverse 4 of the charges and refunded total {$99.00}. XX/XX/XXXX - I received a letter dated XX/XX/XXXX that my case was closed because the vender provided an electronic typed signature with my name authorizing the transactions. XX/XX/XXXX - I made one final attempt to address my disagreement with the findings but NF representative was dismissive and advised the case was closed. I state again that this is fraud. I had never authorized this company to receive any payment for services. No services were ever provided. I had never heard of XXXX XXXX or of XXXX until this matter arose. I have never had any relationship with this vender and believe that my electronic signature was falsified and that my identity was stolen. Once again I state believe this was bank fraud. Navy Federal has ignored my concerns and handled this matter very unprofessionally. 1. As noted above, the way manner in which I was made to fill out forms repeatedly just to file a complaint seems to be a deliberate attempt to discourage people from even filing a complaint. 2. Navy Federal failed to properly notify me that there were problems with the forms. I was never told to monitor the electronic banking site for messages in this regard - I just happened to stumble upon these messages. I was told that communications would be in writing and the only written correspondence was the letter closing the case. 3. There was zero continuity in the ID theft fraud department at Navy Federal. Each time I called about this matter, the case worker seemed to have no knowledge of even the basic fundamental fraud claim. It was as if no one at Navy Federal bothered to even record any of my statements or concerns. I have never experience customer service that was this dysfunctional for a serious concern.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23464
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I opened a checking account with Navy Federal Credit Union on XX/XX/XXXX. My niece XXXX XXXX XXXX ( a minor ) was a signer on the account. I had some financial difficulties including a withholding order from the California Franchise Tax Board which resulted in several checks that I deposited being returned. Due to these continued financial difficulties, I was unable to make deposits into the account to bring it to a positive balance and the account was charged off on XX/XX/XXXX. To my knowledge, Navy Federal has made no attempts at trying to contact me to collect the balance due on this account. They have my social security number and my current credit bureau report reflects my correct address, telephone number and employer information. Instead, they reported this charged off account on my nieces credit bureau report. She was a minor at the time the account was opened and was still a minor when the account was charged off. She has recently married and her new husband banks with Navy Federal and tried to add her to his account, which they denied. They have repeatedly contacted her to secure payment of the charged off amount, even though I am the legal account holder. They have refused to assist her in both the branch and through their corporate channels. She requested an investigation into this matter and received a response stating that the Financial Crimes and Risk branch at Navy Federal had completed a thorough investigation and denied her claim, informing her that she would need to pay the balance due before they would remove any negative information or consider adding her to, or opening new accounts for her. Again, she was a minor over the life of the account and is not contractually liable for the charged off balance. I would like this information removed from her credit bureau reports and the records of the credit union, since she is not legally responsible for this debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92614
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I made a deposit into the atm at Navy Federal on Saturday. My account receipt showed an available balance of XXXX after making it. As my account was overdrawn prior to my deposit because of a transaction i made before. I used my card a few other times because the atm said i had an available balance. I found out today i did not. Called in and asked for a manager i was given XXXX. She ended up hanging up on me twice after i asked to be escalated higher. She told me she was the only supervisor and i could not speak to anyone else before hanging up both times. I called a third time and spoke with XXXX and she gave me a Supervisor by the name of XXXX. XXXX was nice and helpful as possible. I do not feel i should be punished by overdraft fees for an atm error. No where on the reciept it showed only XXXX would be available. This was an awful customer service experience. Being hung up on when asking for more help and lied to.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32547
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have 3 credit accounts with Navy Federal Credit Union. 2 credit cards and a car loan. I was one day late on one credit card and they way Navy Federal 's online account works, it forced me to pay double and it forced me to be one day late on another credit card and pay double the minimum payment as well. As soon as you are one day late paying your credit card, Navy Federal locks you from accessing your account online. It takes you to a screen that forces you to make a payment, you can not navigate away from this screen to pay other Navy Federal Accounts. One day late and my payment went from {$480.00} to {$990.00} instantly. Since I was locked from paying my other accounts, this forced my 2nd credit card to go one day late and making me pay double the minimum payment on this account. This is very deceptive and can hurt consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 967XX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Incorrect information on your report
Subissue: Information is incorrect
Consumer Complaint: I have previously filed a complaint XXXX. I feel that the employees are demonstrating a " mean girl '', " bullying '' against me and it is not appreciated nor professional. As a client and member of this institution, I do not feel I have to befriend or snug up to anyone to perform business or deal in day to day transactions. Each and every client and member, active or prospective, should be dealt with in a professional manner. We are not here to make Navy Federal Credit Union employees feel warm and cozy or be their pawns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for a mortgage loan with Navy Federal Credit Union on the phone with XXXX XXXX. Prior to her starting the application I told her that I had applied at three other banks which included XXXX XXXX, XXXX and XXXX XXXX all for which I was approved. I also advised XXXX that my bankruptcy was discharged back in XX/XX/XXXX I told her these things because I wanted to make sure that she knew what my circumstances were prior to her starting the application. She advised that all of things mentioned were within Navy Federal guide lines and she proceeded to tell me that the credit reports for my husband and myself would cost {$36.00}. and I told her to proceed. After she completed the application she advised of some paperwork that the underwriters would need and asked that I uploaded them onto their secure website. I completed that task at XXXX, XXXX, XXXX and XXXX. During our conversation XXXX advised that Navy Federal had something called a Freedom lock where she had locked in our rate at 3.84 and that if I purchased some points I could get it down to 3.75, she also set my payment date up. During the application process XXXX asked me how much did I want to borrow, I told her I hadn't found a house yet and she told me to ask for {$500000.00}. and if the credit team couldn't approve that amount they would send a counter offer. XXXX also advised that Navy Federal had a Realty Plus team of realtor would could assist with finding a home and she signed me up for that as well. On XX/XX/XXXX I received a message from Navy Federal advising that XXXX XXXX was the mortgage loan officer during the process. On XX/XX/XXXXI followed up with our loan officer because we found a house over the weekend that we really liked. She was not in when I called but another loan officer advised that she would leave XXXX a message for when she arrived and have her follow up with me. XXXX followed with me later that morning and she advised that the credit team advised her that we asked for too much and my bankruptcy had to be within four years. She said I could reapply in XX/XX/XXXX of this year. She said I would receive a letter in the mail. Around XX/XX/XXXX I received a letter stating the total opposite of what XXXX had advised on the phone. The denial letter stated that the credit application was incomplete, they were unable to verify our income, and that we had poor credit with Navy Federal, delinquent past or present credit obligations with others and collection action or judgement. Our credit score was XXXX at the time and we had no bills that were past due. Nothing on that statement was true. I called back on XX/XX/XXXX and XXXX XXXX answered the call. She told me that she checked with her supervisor and was advised that with a VA Loan the waiting period after a bankruptcy was only two years. She advised if I was approved with XXXX I should have been approved with them. She put in a challenge/appeal in for me on that same day at XXXX the incident number is XXXX. OnXX/XX/XXXX XXXX supervisor XXXX XXXX called me and told me that she did not see any appeal or challenge and XXXX was correct with every thing she did and said. I asked for her supervisor name and she advised that was XXXX XXXX XXXX ext XXXX. I asked for information so I could send the CEO a letter and she said she did not have it. To this day I have not received anything in writing about my appeal or challenge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22401
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
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, 271 transactions went through on my credit card totaling {$12000.00} from XXXX XXXX and I was not notified by the Navy Federal Credit Union fraud alert system for suspicious activity. I contacted the bank for a refund of all of the charges and a reason why this was not detected by their fraud alert system.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57106
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-18
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Navy Federal Credit Union has violated x 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2018-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A