Date Received: 2018-02-27
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On Monday XX/XX/XXXX, I received an email from Navy Federal Credit Union, stating that a new member to member transfer account had been established. I immediately called the credit union and the first person I spoke to asked if I had just applied for a loan. I said no and she said she was transferring me to the fraud department. The next person I spoke with told me that my {$1500.00} from my checking had been transferred to this new account, and unfortunately once the money was transferred to the account, it was immediately transferred out so they couldn't get it back. I pay most of my credit cards through bill pay and also ACH transfers. NFCU closed my accounts and reopened them. they also told me I was not liable. They told me they would give me a letter to send to my creditors explaining that my accounts were compromised. As of today, I still have no letter for my creditors, I have had several credit cards that had their limits drastically cut, because of my payments being returned ( because accounts were closed ). All of my money is gone!!! NFCU says I will get it back after they resolve the fraud complaint. I want a letter for my creditors now!!!! I am racking up late charges and also returned payment fees, because NFCU closed my account and the bill pay service sent me letters saying I need to bring my account current. I called NFCU on XX/XX/XXXX again to ask about getting a letter or to have them fax a letter to my creditors and was told because not all of the creditors were paid through billpay, that they wouldn't be able to help with those and that they wouldn't reimburse fees. My credit standing is dropping, all because NFCU can not, or will not give me a simple letter to give to my creditors stating what happened to my accounts and that I am not just late on my payments!!!!! I AM A VICTOM OF FRAUD!!! and NFCU is not helping me ... .because if them, I have no proof to give to my creditors ... thtey have to take my word for it ... .and in this day and age, we all know they just figure I am some deadbeat who can't pay their bills, and giving them a story!!!! All I want other then my money back is to get a generic letter to give to my creditors letting them know I was a victim of theft, that my accounts were compromise, NFCU closed them and reopened them, bills were scheduled to be paid through bill pay and ACH, and they were all returned, because of this!!!!! And ask the creditors to forgo fees and charges pertaining to this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was interested in getting a cashRewards credit card from Navy Federal Credit Union ( of which I am a member ). Periodically Navy Federal will offer a sign-up bonus for this card and I was waiting for an offer to come up, checking their website every day since the end of XX/XX/XXXX. When I checked the cashRewards web page on XX/XX/XXXX, a new message was displayed that read : Spend {$500.00}. Get {$100.00}. This was written in large print at the top of the cashRewards web page and was not an ad for something else. I decided that this was what I had been waiting for and applied for the card. I was approved, got the card a week later, and spent {$500.00}. Then I sent a message to Navy Federal through my account on their website asking if I had qualified for the bonus. They responded a few days later : We did not have a promotion that provided {$100.00} when {$500.00} is spent. This is not true. The website displayed exactly what I said it displayed : Spend {$500.00}. Get {$100.00}. It was for the cashRewards card. It was printed in large print below the main picture at the top of the page. The page displayed the offer for that weekend ( XX/XX/XXXX-XX/XX/XXXX ), then it no longer showed the offer anymore. But it was there for those days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This complaint is against Navy Federal Credit Union ( NFCU ) mortgage department. NFCU has violated the Fair Lending Act. On XX/XX/, I qualified and locked for a 15 year fixed refinance mortgage loan using the NFCU online loan application process. Starting on XX/XX/XXXX, I tried many times to contact my assigned loan officer. On XX/XX/XXXX, NFCUs loan officer finally contacts me back to inform me that there was a computer glitch in the NFCUs software, and my interest rates are higher because the loan is a cash-out refinance loan. NFCU will not honor my locked rate. The locked mortgage loan details that NFCU will not honor : Confirmation # : XXXX Date : XX/XX/ Loan type : Refinance 15 year biweekly ( Primary residence ) XXXX XXXX XXXX mortgage pay-off : {$250000.00} Loan Amount : {$340000.00} Interest Rage and Points : *Rate 3.625 %, Points 1.625 % Origination Fee : 1.0 % Term : 15 years Rate Status : Locked Rate Locked for : 45 days Extended Lock Points : 0.0 *This is the final interest rate based on my credit history and loan to value Im not responsible for the NFCU software glitch. With the NFCU loan application, I provided the payoff amount for my existing XXXX XXXX XXXX mortgage of {$250000.00}. My locked NFCU loan amount is {$340000.00}. By default, when the new loan amount is more than the balance on the existing mortgage, this is a cash-out. By definition, this is a cash-out for everyone, except in my case. Hence, NFCUs excuse of a computer glitch to bump up my rates is in direct violation of the Fair Lending Act. I have simplified the many issues with the lack of customer service, and I have not discussed the major issue with the NFCUs online software automating the mortgage loan application. I provided proof to NFCU that I unsuccessfully attempted to apply for the mortgage loan on XX/XX/. With my proof, NFCU agreed I had sufficient evidence to qualify for the XX/XX/XXXX rates. The rates listed in this complaint is for my locked XX/XX/ locked terms. The NFCU software problem is with their software timeout that does not alert the user. NFCU admitted they know about the issue, and the only reliable internet browser is the XXXX XXXX XXXX ( XXXX ). The recommended XXXX browser is no where on the application site. I was using an XXXX XXXX with latest operating system and the latest XXXX and XXXX browsers. XXXX is not available for the XXXX. Not providing reliable service to XXXX users is also discrimination since XXXX is not available on the XXXX. From XX/XX/XXXX to XX/XX/XXXX, I sent many emails and left many voicemails to my assigned NFCU loan officer without a single return email or phone call. I finally was able to navigate through the NFCU call centers to find a loan manager. Turns out, NFCU had assigned me a loan officer that had already resigned. I need NFCU to honor my locked rates, and start the lock date for 45 days on the day NFCU finally agrees to honor my locked rate and loan terms. Due to major issues and the many hours of wasted time on my part, Im also requesting 0 % closing costs. This is time critical because it is now XX/XX/2018, where I now have only less than 30 days left to close, and XXXX is not responsive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93555
Submitted Via: Web
Date Sent: 2018-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I need to refinance my home to cash out and pay some loans. I was asked to do an appraisal which I did and was told everything shout be fine. this started in XX/XX/2017. I provided them with all the documented required for refinancing. the appraiser came to my home but did a drive-by. today they lady called me and said that they won't go forward with the refinance and didn't explain to me why i very disappointed in navy. with the way, I was dealt with my case
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I went to refinance my home to find a lien on it. My ex husband claimed bankruptcy and wrapped that portion of debt he was assigned into the bankruptcy. I was not on the loan not was assigned the debt through the divorce process. My final divorce decree clearly states the debt is his alone. Navy Federal credit union even after showing them the divorce decree and the deed which is in my name only refuses to remove the lien and had even suggested I sue my ex husband to pay the lien off
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95337
Submitted Via: Web
Date Sent: 2018-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have been a customer of Navy Federal Credit Union, NFCU, since XXXX. My household have used array of their products and we were happy with our experience until XX/XX/XXXX. That day I discovered ( after logging into the credit card account ) that our account was past due by two payments. I have kept my account on automatic payment since opening the card a few years ago. I contacted NFCU and was transferred to the collections department. The representative with collections stated if I paid the two late payments ( making the account current ) he could backdate the payments to make the payments register as on-time payments allowing the card to stay open, keeping the current interest rate and points, cancelling the late fees, and all features of the card to remain in effect as per the original card agreement. I setup the payment which cleared from my checking account. I was very thankful NFCU could make this arrangement to backdate my payment allowing the card and service to remain open and active. Unfortunately, after to speaking to a representative later in XX/XX/XXXX I was told the account was closed and could not be reopened. I explained the situation to several representatives and ( after several calls ) Credit Card Solutions Supervisor was finally assigned to review my case. I was instructed to write a letter to NFCU to request the account to be re-opened. On XX/XX/XXXX, I mailed a letter to NFCU to re-open the account. During a call to them in or around XX/XX/XXXX they confirmed they received the letter and are reviewing the case. XXXX was the NFCU CC Resolutions Supervisor reviewing my case and I requested she listen to the call with Collections, because she stated I had requested an extension. I didn't know what that was and had to have her explain an extension to me. I indicated I never asked for or received an extension. Anyway, XXXX stated collections can only listen to the call and she would have a Collections supervisor listen to the call and that person would contact me. On XX/XX/XXXX I called and left a message with XXXX indicating she could contact me the following day. I still have not received a call back from XXXX. On XX/XX/XXXX I spoke to XXXX, Collections Supervisor, who stated the collections representative did not make it clear I was receiving an extension, which is downplaying the conversation. I made it clear that extension or conversation around extension did not happen and further explained 3 times or more what the representative told me about making the double payments and keeping the card open, etc. At no point did XXXX dispute what I was telling him. He only stated it had been a while since he listened to the call. He stated he doesn't make the decision to re-open the account and that he would speak to XXXX who is handling the case. Since two months have passed without any written reply from NFCU about my letter to re-open my account I contacted them on XX/XX/XXXX. I was on the phone for two hours with 5 different representatives in 3 different departments until lastly speaking to another collections supervisor ( after trying to speak to XXXX who was " away from her desk '' and XXXX who was " away from his desk ''. The collections supervisor was of no help and transferred me to XXXX 's Supervisors ' voicemail, XXXX. I left XXXX a detailed message. The real kicker of that call is that the representative stated that my file investigation to re-open the account closed on XX/XX/XXXX ... again, no I received no phone call XXXX or missed calls/ voicemails ), email, or letter. Another kicker, I am paying {$200.00} in interest every month out of a total $ XXXX payment that I pay on time. Last night, while filing taxes, I stumbled upon a NFCU letter dated XX/XX/XXXX : RE : Credit Card Extension Agreement Dear XXXX : Pursuant to your request for an extension on the above-referenced loan account, as of XXXX/XXXX/XXXX, your monthly credit card payment due date has been extended. This letter confirms our prior telephone conversation, in which you agreed to an extension on your credit card account. As part of the extension agreement, your account is current, and your payment due date has been extended. This extension agreement will give you additional time to repay your credit card account. As of the date of this letter, the next payment due date for your account is XX/XX/XXXX and the outstanding loan balance on the account is $ XXXX. You monthly minimum payment amount is 2 %, or $ XXXX, whichever is greater. Additionally, you understand that finance charges will continue to accrue on the outstanding loan balance during the extension period. All other terms and conditions of the original Credit Card XXXXement and Disclosure are unchanged and remain in full force and effect. Sincerely, Collections Department Navy Federal Credit Union This letter supports what I have told every representative at NFCU. Everytime they all say the account can not be re-opened. I am waiting to hear from XXXX and I am mailing and faxing this letter to NFCU.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2018-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/ I submitted an online bill payment to XXXX XXXX XXXX XXXX in the amount of {$400.00} from my Navy Federal account, just I had done many time previously. I selected their Rush Delivery option since I was a few days away from my due date. After few days, I was contacted by XXXX and they informed me that they had not received my payment. I immediately followed up with NFCU and was told that they would investigate, since from their end, the payment was showing that it was sent. My first contact with NFCU was on XX/XX/ through their online message center. I have since spoken with them by phone on 7-8 occasions and once in person at the branch, in addition to numerous communication via the online message center. I have been referred to XXXX XXXX, have been told to contact XXXX and ask to be patient, all of which I have done. XXXX stated they have no record of the payment being processed, although past payments have made it successfully. In ever case where I spoke with NFCU I was told that they would contact me in XXXX hours and to date I have not received one phone call from them, I have had to initiate every communication. My last conversation with them was yesterday afternoon, XX/XX/XXXX and was once again told that the issue was being escalated and they would contact me when there was a resolution. I told them that I wanted a phone call before the end of the day and the money deposited back to my account, or applied to my car loan at XXXX before the end of the day. They stated that they would call one way or the other. I did not receive a phone call, but instead a generic message in the online message center with the same verbiage as the other 10 messages that have not resulted in any resolution. I am requesting that an investigation be opened into the deceptive and illegal practices of NFCU, my money be returned to me ( {$400.00} ) along with {$65.00} in late fees that I have incurred, and the {$5.00} fee that they charged me to send the payment " Rush Delivery ''. I would also like to know what remedy I have for the countless hours that I have spent tracking down a what has happened to my money that I entrusted NFCU with, and which I no longer have, nor does my the company that was attempting t pay. I can be reached by phone at ( XXXX ) XXXX Email - XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: WHILE WORKING ON MY CREDIT CARD ACCOUNTS TO SEE THE MONIES THAT HAS BEEN SPENT I CAME ACCROSS XX/XX/12 XXXX XXXX XXXX CHARGE OF {$2600.00} A CHARGE I DID NOT HAVE ANY CONNECTION TO. I CALLED TO REPORT IT TO XXXX AT NAVY FEDERAL XXXX. XXXX I SPOKE WITH XXXX AT THE BANK AND SHE TOOK THE XXXX CLAIM SHE SAID IT WOULD TAKE ABOUT 90 DAYS TO RETURN MY MONEY AFTER THEY ARE FINISHED THE INVESTIGATION. I GAVE HER ALL THE INFORMATION I FOUND ON THE WEB ABOUT IT WAS A SCAM, AND THE PHONE NUMBER AND THE BUSINESS NEVER ANSWERS. SHE WAS NOT VERY NICE. SHE ASK ME WHY DID ID JUST FIND IT. I EXPLAINED I WAS SEARCHING FOR MONEY I HAD SPENT IN THE PAST 5-6-7- YEARS. I AM NOT ASKIING FOR ANYTHING BUT MY MONEY RETRUNED TO ME. THIS WAS A SCAM AND I WAS THE VICTIUM. I WANT MY MONEY CREDITED TO MY ACCOUNT. YES I MISSED THE CHARGE BUT IT IS STILL A FRAUD AND I WANT MY MONEY RETURNED TO MY CARD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2018-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX I had made an ACH Payment through the NFCU app. On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX, and decided to trade my XXXX XXXX XXXX XXXX, for a XXXX XXXX XXXX XXXX XXXX. I contacted Navy Federal Credit Union for a 14 Day Payoff for my XXXX XXXX XXXX XXXX, this was necessary for the Lease agreement with XXXX XXXX XXXX XXXX for a XXXX XXXX XXXX XXXX XXXX. I received a 14 Day Payoff from Navy Federal Credit Union for my XXXX XXXX XXXX XXXX, which was good until XX/XX/XXXX. I noticed that XX/XX/XXXX fell on a Saturday and discussed my concerns with the Customer Service Agent. While on the phone with the same agent who gave me the 14 Day Payoff, I inquired if the payment I made the day prior had been processed and applied to the account. I was informed it had not been applied and the 14 Day Payoff did not include the XX/XX/XXXX payment. The Customer Service agent told me that he processed an ACH Payment Reversal since I was trading in the XXXX and it wasnt included in the payoff. The agent advised me to contact XXXX to try and catch it just in case. This payoff amount was given via telephone, and on the Navy Federal Credit Union XXXX Application. XXXX XXXX XXXX mailed the 14 Day Payoff on XX/XX/XXXX. My monthly payment was due XX/XX/XXXX of every month. Previously NFCU has posted payments or fees on this loan on Saturdays, when it benefit NFCU interests. Despite receiving the loan payoff prior to XX/XX/XXXX NFCU did not process the payoff causing second and third order affects, a late fee and causing the payoff to expire. On XX/XX/XXXX promptly applied a {$29.00} late fee to the loan. Navy Federal Credit Union did not process the loan payoff until XX/XX/XXXX. Additionally, Navy Federal Credit Union erroneously applied the payoff payment as a regular payment. Then Accounts Receiving reversed the misapplied payoff payment. Furthermore, Navy Federal Credit Union Accounts Receiving processed only {$48000.00} which is a portion of the payoff to principal balance. Navy Federal Credit Union applied the remainder into another adjusted split payment of {$2300.00}, {$1700.00} to principal and {$610.00} to interest. I followed the advice and guidance from the NFCU Agent, and I need this resolved before XX/XX/XXXX to prevent further damage to my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2018-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The Loan Estimate and information on the Loan Estimate was not disclosed in a clear and conspicuous manner. NFCU provided false information that I based financial decisions on. I did not know the correct terms of my loan until it was too late to change loan terms or companies. Loan officer, XXXX XXXX, and I agreed over the phone on XX/XX/XXXX, to lock my loan of {$690000.00} on the day 's rate of 3.75 % and a {$7700.00} lender credit. On XX/XX/XXXX, after discovering the loan documents in my husband 's NFCU account, I noticed the rate was documented as 3.625 % with no lender credit. After bringing this inconsistency to NFCU 's attention through email, I was asked to call XXXX. He said that I could take the higher rate of 3.75 % for a lender credit of {$6000.00}. I said that is not what he told me : he told me he was locking in a 3.75 % interest rate and a lender credit of {$7700.00}. He explained that he said I would have a " {$7700.00} '' after calculating it for a loan of {$800000.00}, which was my pre-approval number. It is well documented that we were talking about a loan of about $ XXXX {$690000.00}, never anything higher as we already were under a sales contract for our home. Additionally, the sales contract - which confirmed this price- was sent before the rate and lender credit lock. XXXX said he should have called me when he noticed the lender credit was less than what he said it would be. He offered his boss 's information and said that he [ XXXX ] could not do anything about the money lost, but his boss [ XXXX XXXX, DC Metro Regional Manager ] potentially could. NFCU employees provided 3 conflicting stories in explanation : 1 ) XX/XX/XXXX, conversation with XXXX : A lender credit of {$7700.00} was promised to me after calculating a lender credit for our pre-approval amount of {$800000.00}. I should have been notified when the amount was less. I could call XXXX to discuss this and potentially receive the amount agreed to : {$7700.00}. 2 ) XX/XX/XXXX, conversation with XXXX : XXXX said that the lender credit ( {$7700.00} ) was based off of my " pre-approval '' number of {$960000.00}, because it was the only number given to XXXX to calculate the rate and lender credit. [ I explained that I provided XXXX the purchase price prior to him providing that lender credit information, and that he must have made a typo : the first two digits in that number, if switched, would be the home 's original contract price of {$690000.00}. ] XXXX maintained that I do not understand how rates and lender credits are locked, which was the problem, and that nothing can be done regardless of what XXXX told me. ( As follow-up to the call, I requested XXXX put his response in email ; he did not. Additionally, I asked to see a document that shows my preapproval number of {$960000.00}, to which XXXX sent the attached document. I would not be able to afford a house of {$960000.00} and the other pre-approvals I received came in much less. ) 3 ) XX/XX/XXXX, conversation with XXXX XXXX customer service ) : XXXX recounted that XXXX explained to her that I asked for {$7700.00}, and he said he could potentially do that for a larger loan. [ I explained that I was always talking about a loan of about {$690000.00} and did ask for a specific lender credit amount ; {$7700.00} was the number he provided for locking in that day on my loan. ] XXXX offered {$520.00} to cover the cost of the home inspection. I said I was going to file a complaint because of the disregard for the truth I experienced, to which XXXX explained that NFCU could no longer offer to cover the inspection cost. ADDITIONAL HISTORY : When I did not receive an email or document confirming the lock, I emailed XXXX asking to confirm 3.75 % and {$7700.00}, to which I did not get a reply. He did leave a voicemail confirming I was locked in, and I had no reason to think it would be at any other terms than what we had agreed on. I lost negotiating power with other lenders because a {$7700.00} lender credit could not be beat, and I canceled my other locks based off this number. I asked XXXX to see closing costs multiple times and either did not get a response or I was told I would get them later in the process. The Loan Estimate was uploaded to my husband 's NFCU bank account within 3 business days, but I did not access the documents because NFCU always communicated and exchanged documents through email as attachments, so it appeared that the important documents were shared through email. Additionally, NFCU could see that we did not log in to the area that held our Loan Estimate. It was clear I did not receive the Loan Estimate based on my questions. The Loan Estimate was not presented clearly and conspicuously, and I detrimentally trusted what was communicated to me person-to-person. __________________________________________________________________ It can not be reasonably assumed that the general population knows what a Loan Estimate is and something that is required as a protection to them. If it is not provided clearly and conspicuously, the default is to trust what was disclosed to you through other communication or to simply not have the needed information. " Providing a Loan Estimate '' can be used to the detriment of the client. NFCU will say it " provided '' the Loan Estimate and argue that it was provided " clearly and conspicuously, '' which it was not. Additionally, the Loan Estimate should not conflict the information that was provided to me very clearly and conspicuously over the phone. When it is clear that I do not have the information on the Loan estimate, after I asked XXXX to confirm the information of the loan in email, and then asked for the information of the closing costs through email and phone, it proves that the Loan Estimate was not provided clearly and conspicuously. The loan company can use the Loan Estimate as protection that it has disclosed the necessary terms, even if the loan company has told the client conflicting information or not provided answers to the needed information, like in my experience. People may take the word of the loan company rather than ask for a document that they do not know exists. Additionally, my loan officer and his boss preferred to communicate through cell phones. Calls on NFCU landline are recorded, unlike their cell phones. Customer service was unable to pull the calls I had with XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 15241
Submitted Via: Web
Date Sent: 2018-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A