Date Received: 2018-03-21
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Companies involved : Navy Federal Credit Union XXXX XXXX XXXX Card On the evening of XX/XX/XXXX, I went out for the evening to see friends at a local club, XXXX XXXX. This is an establishment I did frequent often and do not deny that in any way as I had friends who worked there and stopped up to see them from time to time. On the evening of XX/XX/XXXX I did give my NFCU card to the staff to hold for a tab, as they stated my other card, XXXX XXXX Card on file was not going through which I though was insane however not uncommon as for security reasons cards do this from time to time. I can honestly declare that this card was not in my possession at all once I handed it to the bar staff. I had no knowledge of the charges that were being attempted and made on this account. At one point I received a phone call from NFCU asking if I had authorized a XXXX charge which I stated I did not and stated that. When I inquired about this to the staff I was told this was a huge mistake and would be corrected. The next morning I was literally shocked to find out that XXXX XXXX attempted to charge my two card for almost 95K in charges in 3 hours. You have the doc on file showing a breakdown of these charges that the bar was trying to charge both your company and my XXXX over this timeframe. They actually tried to charge both cards for the same fraudulent amounts numerous times. I mean who even could think that these were valid charges, charging two cards for the same amounts within 2 mins of each other? ( The breakdown of all charges attempted/made that evening shows a picture of what I am referring to ). I received XXXX receipts for any of these charges and the signatures on these receipts are nowhere close to my own. When I found out of these charges I immediately went to XXXX XXXX and demanded proof via receipts and camera footage. They did not have receipts on file even though it was less than 36 hours after the incident. In fact, the receipts I provided to your company took me almost 1 full month to acquire. Every day I was told a different story on why the receipts were not available. I repeat, I NEVER had a receipt in hand for any of these charges. When I finally received these receipts I was relieve as I noticed the signatures were nowhere close to my own and that this obvious fraud would be reversed. I did not receive goods or services for these charges the massive amounts of uncharacteristic charges were for bar staff tips. I mean come on, one charge was for {$9800.00} as a tip for bottled water?!?!? This is so far beyond even being believable by anyone yet it is has been a nightmare to get anyone to listen since, your card is chipped and wasnt reported as stolen per the mail correspondence I received. XXXX was stolen from me in 4 hours time, XXXX through NFCU and XXXX through my XXXX Card by people who did not think I would miss that money or do anything about it. Thank XXXX I reached my limit on my card as they attempted to charge XXXX ( Docs to you also show this amount ). This is probably the best proof I have outside of the fraudulent signatures and fact that the video recordings are non-existent now. If I truly authorized those charges and XXXX of the XXXX was declined, why didnt this establishment kick me out and try to come after the money from both credit card companies and me?!? Please re-open this investigation. I did not authorize nor spend these funds. I did not have my card in my possession and was denied even getting receipt proof for almost 1 month. I have filed police reports and have attorneys working on this matter however I am asking you to do the right thing and reverse these funds that have stolen from me. Here is a complete breakdown of charges and time per credit card companies. The charges with the asterisks were attempted and thank XXXX declined by both companies. XXXX XXXX XXXX ( XX/XX/XXXX- XX/XX/XXXX ) $ XXXX- XXXX $ XXXX- XXXX * $ XXXX- XXXX ** ( declined ) * $ XXXX- XXXX ** ( declined ) Total- {$41000.00} XXXX XXXX Card ( XX/XX/XXXX - XX/XX/XXXX ) $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX $ XXXX- XXXX ** $ XXXX- XXXX ( declined so they charged the other card 3 mins later ) ** $ XXXX- XXXX ( declined so they attempted on other card ) $ XXXX- XXXX $ XXXX- XXXX Total- {$52000.00} To be fully clear, I did not authorize ANY of the charges over {$840.00}. The {$840.00} and smaller were valid, ALL charges over that were not valid and charged as tips/non merchandise. No receipts were provided upon demand for almost 1 full month. The signatures were completely forged and nowhere near my own. When large charges were declined, the merchant tried to use another card they had at a bar tab for these charges as you can see from the timeline above. When that did not work they just charged for smaller amounts that were not being flagged by the credit card companies. My credit has now dropped 90points due to both cards being maxed out. We have lost the fraud dispute with both companies who cited since my card is a chipped card and not reported stolen I would be responsible for these charges. Please contact me at any time for further details
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44011
Submitted Via: Web
Date Sent: 2018-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I had a credit card with Navy Federal Credit Union. Together, we came upon a settlement amount of 50 % off the entire balance of debt owed. This means that I owed only {$13000.00}. After making a {$150.00} phone agreed upon payment to Navy Federal. Navy Federal failed to mail me a billing statement with an updated balance, showing the remaining amount left on the account or the payment I had made. In essence, I had no way of proving they had upheld the settlement agreement, or posted my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76513
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have been fighting with this Navy federal about my credit in XXXX for the longest. I keep getting letters in the mail about me owing money on a credit card for {$1100.00} that I reported years ago as fraud on the acct and I have yet to get that fix. I have flied fraud 3 times and each time i keep getting letters saying its my fault. Everything I call i keep getting the run around about i need to speak to this person or that person and nobody is ever available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-18
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Today I noticed a charge of {$160.00} debited out of my Navy Federal Checking Account. I contacted NFCU to see what this charge was for and was advised by a supervisor by the name of XXXX, managers name is XXXX that I previously owed a debt that was charged off in XX/XX/XXXX. However this debt to NFCU was included in bankruptcy that was filed on XX/XX/XXXX in the US Bankruptcy Court XXXX District of Georgia, Case XXXX, the meeting of creditors was held on XX/XX/XXXX and case was discharged in XX/XX/XXXX. When the bankruptcy was filed NFCU closed all of my accounts. I recently reopened my NFCU account in early XX/XX/XXXX. All the representatives were aware that my accounts had been included in bankruptcy and because of this I had limited functions on my NFCU checking account and still do. I would like to add that the accounts which include a checking/savings, credit card and personal loan are also listed on my XXXX, XXXX and XXXX Credit report as being filed under a bankruptcy. My rights have been violated under the Federal Fair Debt Collection Act and I am requesting that this issue be carefully looked into. This is unfair and has caused emotional stress. Now I am worried that my money that I have worked hard for is not safe in this account and that NFCU is unpredictable and will attempt to debit money out of my account in the future.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2018-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navy Federal Credit Union is reporting 2 adverse trade lines ( 2 credit cards ) as 4 adverse trade lines and 1 closed account paid ( 1 vehicle ) as 2 closed accounts paid. As a result three Navy Federal Credit Union trade lines are reporting as six Navy Federal Credit Union trade lines. This is negatively affecting my credit score and credit worthiness. The following Navy Federal Credit Union ( vehicle ) closed account paid is reported as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The same vehicle loan is listed as two different trade lines with two different account numbers. The 30, 60, and 90 day lates are reporting twice as late payments. The following Navy Federal Credit Union ( credit cards ) accounts are reported as follows : XXXX XXXX XXXX Past Due : {$2200.00} Payment : Collection XX/XX/XXXX Balance : {$2200.00} XXXX XXXX XXXX XXXX Past Due : {$2200.00} Payment : Profit & loss Balance : {$2200.00} XXXX XXXX XXXX Past Due : {$2000.00} Payment : Collection XX/XX/XXXX Balance : {$2000.00} XXXX XXXX XXXX XXXX Past Due : {$2000.00} Payment : Profit & loss Balance : {$2000.00} The amount past due is reporting a total of {$8600.00} ( XXXX + XXXX ) two times the amount of the total past due. The total past due is {$4300.00}. Last active date XX/XX/XXXX is incorrect. According to the report, both accounts were closed by credit grantor in XX/XX/XXXX. My records indicate last payment made on either credit cards was XX/XX/XXXX. A negative credit reporting for both cards began in XX/XX/XXXX. No payments or activity were made after that date. I have attached a copy of my credit report supporting my complaint. I have blacked out information not pertaining to this complaint for my personal protection and privacy. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2018-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy Federal Credit Union extended a checking account to me with XXXX overdraft protection XXXX. In XXXX they also approved me for a XXXX credit card XXXX and loans. My checking account has been frozen 20 times end of XXXX to XXXX. During the Holidays XXXX and XXXX I couldn't access my funds through ATM. I was forced to borrowed money from friends and relatives until the NFCU staff came back from the Holidays to access my funds. The collections department until XXXX would pay my bills using my overdraft monies that was a normal practice for 3 years. Also charged XXXX fees in excess. I requested a line of checking account credit but the representative said they'd have to shut down my visa card for a week for me to get approved. I've been told my account can be approved for a second checking accounts. They've held me on the XXXX overdraft since XXXX. I was also told that the fees were correct charges of excess in overdraft eating my paycheck every week. Collections threatened me in letter form that my checking account would be closed because of my negative balance but refuse me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28150
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I am a XXXX veteran and my wife were in need of a home equity loan and applied with a credit union that represented military families. We later determined that the amount of payments at {$690.00} paid on time monthly, had Not reduced the balance of the loan down after approximately a year? It was discovered that our interest rate at the time of the loan was quite higher than expected. We contacted the lending institution, in attempt to negotiate the interest to a much lower rate and were unsuccessful. We continued paying on the loan more years. This became frustrating that we now were forced into a loan without a fair opportunity to get the interest payments lower to accommodate our finances, as my health was deteriorating more from service in the military and the interest rates were much lower at the current bank loans. I was forced to work with this health condition. It was approximately 4 yrs later that we finally were able to get another bank to refinance the loan to pay off the previous bank, at a very much lower & fair interest rate. However, the payoff was still near the balance of the loan amount borrowed when it was paid off? So basically we were in a loan borrowing {$50000.00} with finance charges of {$74000.00}, totaling after 15 years. A total payment amount of {$120000.00} with the interest rate at 14.750 %. This is totally not right? Especially to our military families and seems to me PREDATORY practices when they refused to allow a refinance at the much lower rate. Informing us that that type of loan was ineligible for refinancing. I am in hopes that I have filed my complaint with the correct office to look into this and look forward to hearing some soon. Thanking you in advance in your assistance with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78114
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-14
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was in the XXXX, I was stationed in XXXX when I opened a Navy Federal Credit Union Account. I applied for a motorcycle loan and was approved, then changed duty stations to XXXX XXXX Texas. While at XXXX XXXX Texas I ended up being incapacitated, suffering from physical and mental illnesses that restricted me from taking care of myself on a physical, mental, and financial basis. With all of this being said, I now had family members taking care of my finances or supposedly taking care of all of my finances. After years of trying to rehabilitate and integrate back into the military as a soldier, I was eventually XXXX XXXX and i'm 100 % totally and permanently XXXX. I eventually went into Navy Federal to open my account back up in which I was informed that a loan was not paid in my name and that I could not open an account. I really valued Navy Federal and did not know that an account was never paid off. Either I did not know because the proper steps to inform me was not taken or because of the medical situation that left me unable to perform in the proper mental capacity at the time hindered the people taking care of my finances from knowing how or what to pay. I really would like this all to be fixed as it is not to the fault of myself and the unforeseen physical and mental problems I endured at the time. I just want my account back because i'm a great customer and a great person. I've called and tried to give my explanation in which there was someone who tried to help but transferred me to a supervisor who was completely non-empathetic to the fact that a person could have died and had to rehabilitate themselves as a reason to help due to extenuating circumstances.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76548
Submitted Via: Web
Date Sent: 2018-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX removed {$290.00} from account without written information a debt or request to pay debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2018-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: XXXX XXXX XXXX raised my interest rate on a credit card after the XXXX financial collapse and causes me to lose my good credit score rating which was unfair to me. Navy Federal Credit Union now is using what XXXX did to me to justify raising my interest rates also. I tried in good faith to get Navy Federal Credit Union to lower my rate with no luck, now Im requesting Navy Federal to follow the Credit CARD Act of XXXX : If a credit card issuer increases your annual percentage rate based on factors such as your credit risk as a borrower or market conditions, the creditor shall consider changes in those factors when determining whether to reduce your annual percentage rate. Every six months ( at minimum ), issuers must review accounts on which they raised the interest rate sinceXX/XX/XXXX to assess whether the facts they used to raise the interest rate have changed. If so, they must lower your rate. I respectfully request to have a review showing I have not improved in my credit rating not reflecting the XXXX XXXX credit card. Navy Federal has no reason to deny me my request for lowering my interest rate?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93033
Submitted Via: Web
Date Sent: 2018-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A