Date Received: 2017-11-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have several accounts with Navy Federal CU and had a couple late payments reporting for them because my wife had XXXX XXXX XXXX when she was XXXX XXXX XXXX ... I disputed the late payments and now they just changed them and ADDED a new 60 day late on all my accounts when in fact I was not late! How can they just add NEW late payments now. How can the credit bureaus even allow the response to show valid and now have new late payments reporting? This is a clear violation of the FCRA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27614
Submitted Via: Web
Date Sent: 2017-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 1.I was steered toward a refinance cash out loan after I requested an equity line of credit loan to make repairs to my home. 2.Loan was denied based on needed repairs revealed by the appraisal that I paid for in advance. The appraisal on XXXX was for more than the loan amount ( {$54000.00} ). I was not offered a different kind of loan or a lower amount. 3. Subsequent appraisal by a different bank on XXXX revealed a property value of {$75000.00} and no repairs needed. 4. I believe the appraisal was rigged as a pretext. The true denial was for age and zip code bias. Loan App # XXXX for {$50000.00} with Navy Federal Credit Union. Applied on or about XXXX XXXX, XXXX. XXXX XXXX, mortgage processor. XXXXXXXXXXXX ; phone XXXX, ext XXXX XXXX XXXX, supervisor XXXXXXXXXXXX ; phone XXXX. I spoke with XXXX XXXX on or about XXXX and was told I have no recourse since I agreed that the appraisal fee was non-refundable. I assumed that it was a protection for the bank against an overstated valuation by the applicant not a device to deny a loan for their own purposes. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently paid off a home equity loan with Navy Federal Credit Union. In order to pay off the loan they extorted an extra {$50.00} in fees that were never disclosed. The extra fees were not disclosed on the truth in lending statement or any of the closing documents. Navy Federal refused to remove the lien on the property unless these extra, undisclosed fees were paid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03833
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I was approved for a XXXX XXXX dollar credit card from XXXX XXXX XXXX. From the first time I used the card I had problems. Whenever I try to use it I had to call in because someone would lock my account. Then navy federal closed my account with telling me why and still have not gave me any explanation on why they have shut the account out it 's been about 3 months now and I have yet to here anything on my account. Now they want me to pay money for a card that I was not able to use fully.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48228
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: To whom it concerns, My name is XXXX XXXX. A month ago I applied for a new XXXX XXXX with Navy Federal Credit union and was approved for a 15.99 % interests rate with a {$15000.00} limit. One day a week after I got the card, my grandson logged into my account for me, and I typed a letter to add him as a authorized user. It was approved by secure message. The following week my accounts at Navy Federal were all disabled. I called to see why, verified my identity. I sent them my Drivers License as well as my signature 4 times. They then requested I send in my daughters PoA which I did, then they requested we get proof Im XXXX by my doctor because I cant walk. I use my card online to pay bills, and order things. I mail in my payments. I sent them letters proving Im XXXX and cant walk. From my doctor. I am now being told to contact the fraud department. I contacted the fraud department and now I am being told I cant use my accounts unless I get a note from my doctor saying Im mentally decapitated. Which I am not, or I come in branch which I cant because I had XXXX XXXX and am XXXX. I do not leave my house. I have complied with all their request and the card shows up on my credit report as active but I cant use it or any of my accounts at Navy. This has gone on over a month. No one there cares, and is discriminating against me because Im handicapped elderly. This is crazy they wont even let my family speak on my behalf if I give them permission. So now I am turning to you for help further. Because this isnt how you should treat a member. Also now they have lowered my credit score because of the inquiries I cant get credit elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: This is the third complaint im Filing with the CFPB regarding this matter. For the first response Navy Federal denied that the phone calls were recorded. The second complaint Navy Federal admitted they spoke to someone other than me and even gave description of the phone call. If it wasnt recorded how did whoever resonded to the second complaint even know the details of the phone call if it wasnt recorded. And they still havent addressed the issue of my financial information being improperly shared with someone who was n't me. On XX/XX/XXXX a Navy Federal employee called my parents home phone number ( XXXX ) XXXX ; this number was not listed by me on my banking profile. ( I was advised by another Navy Federal Employee that NFCU uses a tracer software to find phone numbers associated with customers who do not respond to NFCU phone calls ). On the phone call that took place on XX/XX/XXXX on ( my parents land line ) the Navy Federal associate asks to speak to me ( XXXX XXXX ). My father was a XXXX patient at the time and was going through a rough XXXX session, which impaired his hearing ; he misheard the associate, and obliviously said " yes this is me ''. The Navy Federal associate then goes on and reveals my entire finances involved with the bank to my father. XXXX The amount of the loan I have, the type of loan I have, How many monthly payments I am behind, the total amount of the deliquency, and how much my monthly payments are. The problem here is, on outgoing calls made by NFCU, they do n't have a policy that confirms the recipient of the phone call is actually the person they are trying to reach out to i.e social, birthday, secret question/answer, secret passcode or anything. Whatever number they find and decide to call from the tracer app, the recipient just has to confirm " Yes, this is ___ speaking ''. I understand that policy, but where is NFCU due diligence? Their employees should be trained to know when someone falsly states they are someone else. I mean come on, you do n't think I would know the type of loan, the amount of the loan, and how much my monthly payments are, that should ring a bell. My father confused, thinking this was for him kept asking her questions to get to the bottom of it, and the NFCU associate kept answering every single one of this questions. That is extremly troubling, because this puts my financial information and other senstive imformation completely exposed and at the mercy of NFCU non-existent and weak policy on outbound calls. Luckily ( for NFCU ) it was my father, and not an outsider. Regardless, I did not want him to have an idea about this debt, as I knew it would stress him out, and that is the single WORST thing for a XXXX patient. As I anticipated my father fell even more ill because of this. This soured my relationship with my household, as my dads medical bills started piling up. I reached out to Navy Federal regarding this matter on several different occasions, via several diff modes of communication. The first email i sent regarding this matter was not even replied to! Noone from NFCU reached out to me regarding this issue which is extremely concerning. I reach out to them again a couple of weeks later, via phone and social media and ultimately NFCU associates were completely unapologetic and offered me no source of compensation, not even a " we are sorry '' They claim that the phone call mentioned above was never recorded ; how convenient is that? How many outbound calls that are in collections are rocorded? My guess is the dirty business of collections does n't record any outbound collections calls, and record calls that would benefit the company. They stripped me of my right as an American Citizen to financial freedom, and privacy. I served this country for over 8 years and continue to serve. For what? so XXXX dollar banking animals NFCU leak my sensitive information? Luckily ( for me ) the entire phone call was recorded on my parents answering machine for some odd technical issue. I have a top secret security clearance and work with extremely classified information. At the rate the the NFCU associate was going, she would have no problem telling the recipient of that phone call ( my father ), all of my sensitive data. This puts not only strips me of my financial privacy but also puts my well being at risk. The funny thing is 2 weeks prior to this incidence i called Navy federal to bring all my accounts current, and again due to their internal error my forbearance for one of the loans was not correctly processed. I was under the impression that it was. Instead of calling my cell phone and notifying me ( the only number I listed on their system ) they would call my parents home phone over 7 times a day.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Account and all access to MY funds have been locked. I am XXXX in the middle of the XXXX XXXX XXXX XXXX XXXX. They lock my account and say 'call me ' ... there is XXXX reason to have account locked. Internet is extremely spotty but it is not incorrect!! They are either completely XXXX ... .Deonis or extemely rude and arrogant and do n't give a XXXX XXXX whether you are stranded halfway across the planet because of their error ... that would be the lovely XXXX XXXX . She has mastered the phrase we do n't care 'ma'am ' nicely. They refused to do anything or even give a reason as to why access to my money was locked. They they act like it 's theirs and basically it is because they have stolen it. I told them I would report them and they acted like ... .go ahead ... .you ca n't do XXXX about it ... .you 're XXXX. HA HA ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Theres a double hard inquire from Navy Federal with the same exact date. Ive only applied for their credit card one time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: To whom this may concern, Im writing this complaint about navy federal credit union, I went to navy federal credit union in the month of XX/XX/XXXX to open a checking 'S and saving 's account with the financial institute at my local branch in XXXX sc, I was counseled by one of there customer service rep 's, he took my deposit only to come back to me saying an account was opened in my name in the year of XX/XX/XXXX, I then told the representative that I had no knowledge of an account being opened with them through me, he said that there was an outstanding {$500.00} balance on that account and then told me that he was unable to grant me membership at the time until it was cleared up, we both discussed that it was fraudulenty opened in my name at the time and was never done by me myself, he then stated that it was nothing he could do because of the time frame the account was opened, this is an unverified fraudulent acct and is making it hard for me to enjoy membership benefits with the financial institution, I called ( navy federal ) customer service number to see if anything could be done so I could begin to access my accounts and start utilizing memberships benefits, they also to me that they could n't verify due to time frame, this matter has become a burden for me and is very discouraging for something that I did n't do, I would like this to be deleted/removed from there systems so I can start utilizing memberships benefits with the financial institution, everyone with their company just keeps giving me the running around, Warm regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29485
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-16
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: In XXXX I went into a Navy Federal Credit Union branch in The XXXX XXXX area and filed for a refinance for a XXXX XXXX XXXX that I purchased through them. I was told on the phone earlier in the month that I could do that by one of their agents. I was out of work and had been since XX/XX/XXXX and was starting to fall behind in payments. I was told this as a temporary solution to my financial problem. We went back and forth for a couple of weeks and then they decided to grant the refinance. They told me that I could n't get the refinance unless I give up the insurance that I had on my loan. Since that time I noticed that they are charging me {$29.00} assessment fees and increase Balance adjustments fees also {$29.00} during the month. This is not helping when it comes to paying off an account no matter what kind. We have discussed fees many times and I am tired of talking to them about this and need help. I am a long time customer and been with them for many years without incurring any problems until now.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2017-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A