Date Received: 2018-01-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX, 2018, Navy Federal Credit Union wrongly approved a XXXX XXXX transaction transfer from my account to an unknown source. Someone called in pretending to be me and the agent within Navy Federal Credit Union released the funds even though there were multiple red flags that it was not me calling in. The person calling change both phone numbers on the account. They then requested to increase the cash withdraw amount from my account from {$3000.00} to {$4500.00} even though I did n't have that much money even in the account. I was informed by a representative within Navy Federal that that was not even something they were allowed to do. They then approved releasing all the funds from my account except approximately {$150.00} even though I had six pending transactions. The agent within Navy Federal would have been able to see that releasing those funds would cause my account to be overdrawn and they still approved the transfer. As soon as I caught the error in my account, I contacted Navy Federal and the first representative informed me I could n't do anything until the transaction cleared my account. After speaking with other people, I went down to a Navy Federal branch and spoke to the assistant manager and he was able to submit a fraud complaint and try to stop the transaction. If the first agent would have attempted to stop the transaction as the assistant manager did, it 's possible we could have kept the money from being picked up at XXXX XXXX. The assistant manager also informed me that just the month before a similar fraudulent activity with a XXXX XXXX transaction occurred with another Navy Federal member. The next day I submitted the requested fraud complaint forms and was informed by the fraud department that because of the type of fraud it was, they would not be able to release any credits to my new account as I had already requested to close the compromised account. This leaves me with no funds until they complete their investigation. They informed me the investigation could take up to ten business days. I feel that under these circumstances and because of the erroneous missteps taken by the agent within Navy Federal, they should have released even a small portion of my funds back to me. I feel this is a misrepresentation of their fraud protection they offer on their bank accounts and that rather than having my best interests in mind, they are only protecting themselves and their agent 's mistakes leaving my family with no money while they investigate these actions.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 28326
Submitted Via: Web
Date Sent: 2018-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-06
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My name is XXXX XXXX and I am currently serving the United States XXXX XXXX XXXX. I have been serving for 7 years and 9 months now and been a member of Navy Federal Credit Union for about the same time. Last month, I filed a dispute with Navy Federal Credit Union about a 30 late day payment. The customer service rep said she could not help me. I was in transition from XXXX from XXXX in the month of XXXX XXXX when this delinquency was filed. My credit card account number is XXXX. I am currently XXXX in XXXX XXXX and want to a house through Navy Federal credit union. 80 percent of my accounts, installment loans, and auto loans and financed through Navy Federal and I love the relationship with this company. I want them to consider removing the 30 late payment in XXXX XXXX. I am trying to finance a house through Navy Federal in XXXX and was confused when they said they could n't help me remove this 30 late payment made in XXXX XXXX. Please help me solve this issue. 90 % of my accounts with XXXX XXXX are automatic payment because this issue I am having today.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2018-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on Saturday XX/XX/XXXX I received an E-mail from Navy Federal stating "Member to Member" access was successful to a person named XXXX XXXX XXXX a person I'm not familiar with. I immediately contacted Navy Federal and told them this was unauthorized and the transfer was unauthorized too.......The representative changed all of my accounts restricted my online access. I was told nothing more could be done due to the fact this was during the holidays and the fraud department was closed and I needed to visit the local branch on Tuesday XX/XX/XXXX....I went to my local Navy Federal bank of which I was then informed I could not file a fraud claim until Wednesday because the transaction was currently "Still Pending" and there was still a possibility the transaction could be denied and my funds could be returned... needless to say the transaction was posted on Wednesday....I immediately called Navy Federal and reported my claim to their fraud department...The representative suggested that I file a police report...of which i immediately did....I needed some other information from Navy Federal so I went to my local Navy Federal and the young lady told me I should have half of my money by the end of the day or two....so I called Navy Federal today the representative informed me they HAVE NOT turned my case to a fraud investigator and they DO NOT give credit in "These Types Of Cases" and it will take up to 10 days to "Investigate" and if it is "Approved" they will give me my money back.... My issue with isA: THIS IS NAVY FEDERAL'S FAULT; because it happened "Internally" a member of THEIR institution stole my money and transferred My money from my Navy Federal account to their Navy Federal accountB:I INFORMED NAVY FEDERAL as soon as the issue was brought to my attention and I have FULLY cooperated with them and they allowed the member to keep my funds in spite of them having knowledge the transaction was fraudC: THE LACK OF URGENCY when it comes to my account being hacked and the LACK OF CONCERN with the fact that I DO NOT HAVE ANY MONEY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29016
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a Line of Credit with Navy Federal Credit Union. Recently Navy Federal turned my account over to a Law Firm/ collection agency for none payment. I have several receipts showing consistently on Time payments. I contacted Navy Federal several times and they stated my account are still with them. I 'm receiving mail and phone calls from a law firm trying to collect money on the behalf of Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have a credit card through Navy Federal Credit Union. In the past I got behind on my credit card payments. I contacted Navy Federal to make payment arrangements and since that time I continue to make payments on time. Recently Navy Federal turned my account over to a law office/ collection agency for none payment. As I stated and previous conversations I have been paying this account on time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I DID NOT AUTHORIZE THIS INQUIRY
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2018-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-02
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Upon reviewing my recent credit report, I noticed that I had several collection accounts outstanding with Navy Federal Credit Union. I 've contacted NFCU on 2 separate occasions trying to verify the accuracy of the information provided by them on my consumer credit reports as being owed by me. I have not received any response to my goodwill letters and no action has ben taken to resolve the issues. The first goodwill letter was sent out and received by NFCU on XX/XX/XXXX the second was sent out and received XX/XX/XXXX. Please see attached for account numbers and balances
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2018-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-31
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: i purchased a XXXX XXXX from my ( soon to be ex ) husband for the amount of loan of XXXX from navy federal credit union. NFCU release the tile back to him and he has disappeared with the truck and money. he removed XXXX from my personal checking account and NFCU told me to get a lawyer it is a civil matter. i paid for the truck and they refuse to give the tile and the ohio DMV shows my husband is still the owner of the truck
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2017-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XXXX XXXX, I authorized Navy Federal Credit Union ( XXXX ) to XXXX me a cashier 's check for {$9000.00}, taken from my savings account with them, made out to XXXX XXXX of XXXX, so that I could make a downpayment on a new vehicle. Because of tax issues ( this is a new plug-in hybrid, with expiring federal and dealer cash incentives totaling approximately {$6000.00} ) it was essential that I complete the transaction prior to the end of the calendar year. When the money did not arrive this morning ( XXXX XXXX ), I called XXXX to get the tracking number, and I was informed that the check had been mailed by USPS, not XXXX. At first they claimed that I had not requested the check be sent by XXXX, but then they listened to the audiotape of the conversation and discovered it was their fault, not mine. Then they told me that the only choice I had was to accept a cash advance on my credit card, and that they would then XXXX the new check, and then waive the cash advance fees once I returned the check they mailed to me. It is unacceptable that I would be required to take a loan on a credit card to fix XXXX clerical error. Taking such a cash advance loan could negatively impact my ( perfect ) credit score. It is their error, not mine, so why should I have to incur the risk and trouble? In effect, my funds were made unavailable to me during a time critical need. As a result of XXXX incompetence I was forced to withdraw nearly all the funds available in another bank account in order to complete the auto purchases prior to the end of the calendar year without risking damage to my credit record or the loss of {$9000.00}. As a 40+ year client of XXXX, I am extremely angry at their failure to execute the simplest of transactions and their subsequent failure to take responsibility for same. Their actions reflect negatively on credit unions as a whole.
Company Response: Company believes complaint is the result of an isolated error
State: MA
Zip: 01720
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or about XXXX XXXX, I discovered that my bank, Navy Federal Credit Union, had authorized a fraudulent XXXX XXXX transfer. I reported it as soon as I discovered it, approximately one day after it actually happened. I was notified on XXXX XXXX that they believe it was not fraudulent, and that I authorized the transaction. The only evidence the " investigator '' reviewed was the phone call ( comparing our voices ) and the name of the recipient of the transfer ( apparently myself ). He failed to ask me anything relevant to the transaction ( he only asked me about my military rank because he believed it to be an error in the system ). If he had, he would have determined that I was not in the apparent location of the received funds, in FL, but rather in NC. It 's beyond belief that he 's relying on the fact that the funds were received in my name -- my identity was stolen, of course the criminal could make a fake ID with my info.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A