Date Received: 2017-08-16
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Due to medical and financial situation, on XXXX XXXX, 2017, we filed for bankruptcy protection. We did n't include our bank, Navy Federal Credit Union on our petition, since are trying to maintain a good relation with the bank. Two weeks ago I tried to get gas in my card, to find my credit card did n't work. I called XXXX XXXX XXXX, they stated my credit cards and loan have been canceled, since they found out through my social security we filed bankruptcy. We received no noticed from Navy Federal about what they had did. On XXXX XXXX, 2017, we amended our bankruptcy petition, to include Navy Federal Credit Union. The same day I hand carried a copy of our petition to our local branch in XXXX, VA. The agent faxed and scanned a copy to the bankruptcy department. After the agent faxed the documents, she tried to call to confirm they received the documents, no answer. I called and talked to XXXX XXXX, I asked him did he received my bankruptcy papers, he stated yes, with a rude tone, asking me if I had a lawyer, and letting me know there were a balance of {$480.00} owed to the bank. I advised him, my government retirement will be in on XXXX XXXX, 2017, federal law the bank can not take that money from our account, since we filed bankruptcy. Our son, which is the primary owner, has a military checking and savings account. He went to pay his rent and found out he was short by {$480.00} from his account. Our son told us Navy Federal Credit Union have taken money from his account without his authorization and ca n't pay his rent. As you know Navy Federal Credit Union knowingly commit fraud, while taking money from our son 's account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: XX/XX/XXXX I had a XXXX was in hospital 45 days. Got out end of XX/XX/XXXX. XX/XX/XXXX had another XXXX. Was unable to XXXX XXXX etc. Got homer XX/XX/XXXX. Got letter from navy federal credit union saying they closed my credit card acct cuz I had n't made payment. So I called them. I have the person who I talked to. But anyways she says well you should have called us and let us know. Are you kidding me. I could n't XXXX etc. So they closed my acct. XXXX I was planning on making a payment when I got paid and I wanted to keep my credit card open. They would n't work with me. I told them I would be happy to send of XXXX worth if hospital paperwork for proof. No they just closed my acct. Why ca n't they work with ppl. I have been with nfcu for years and this is how they treat their customers. Awful
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85635
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Hello, In XXXX of 2016, I received a phone call from Navy Federal CU/Credit card division that they were offering me a special to bring my account current for two months and that in XXXX my account would go back to its current amount due. I had lost my job earlier that year and was having a hard time finding another one. In XXXX, when I went to make my payment ... .the account was still past due and the representative told me that she could not honor that agreement. I asked what was going on and basically I could n't get an answer. I was confused by no-one helped me. Instead, they closed my account and brought the entire debt due. It 's disappointing because I had other credit card companies that worked with me every step of the way and got paid off. Of course, this has negatively impacted my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33607
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I was shocked when I reviewed my credit report and found late payments on the dates below : Creditor : NAVY FCU Account # : XXXX I was never late 30 days in the month of XXXX 2017. I have always made my payments on time. I am not sure how this happened. I believe that I had made my payments to you when I received my statements. My only thought is that there was a billing error with my statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have several unauthorized inquiries on my credit report. I am a victim of identity theft, and I have been in the past. I did n't give any consent to open any new inquiries. Immediately remove these inquiries off of my credit file within 5 days please. I have took the necessay step sending you several certified letters through the mail and I have n't gotten a response from any companies in a total of 90 days. No account or inquiry can be verified without any documents. According to the FCRA, by law unverifiable signatures or unverifiable documents ca n't be verified verbally. 1. XXXX XXXX XXXX XXXX XXXX, 2017 2. XXXX XXXX XXXX XXXX, 2017 3. Navy FCU XXXX XXXX, 2017 1. XXXX XXXX 2. XXXX XXXX 3. XXXX XXXX 4. XXXX XXXX 5. XXXX XXXX *
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2017-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On X/XX/2017 I called NFCU to let them know I wanted to dispute a charge from a company that I just had repaired work done to. NFCU, stated that it would take up to 10 business days to receive a provisional credit. NFCU has been negligent in responding to my claim and has failed to contact me regarding any steps in this process.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2017-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Navy Federal Credit Union ( NFCU ) still has not validated the debt that they believe I allegedly owe. I attached a document of proof with this complaint. One or more of these deposits were stolen from my account by NFCU when NFCU restricted my account. When validating the debt, NFCU needs to explain where those deposits went. Also, NFCU continues to report unwarranted/ inaccurate, negative, defaming and derogatory information on my major credit reports. I have continuously asked them to remove the information but to no avail. Another complaint here is that Navy Federal Credit Union ( NFCU ) still has not paid me redress for illegally restricting my accounts during XXXX-XXXX in accordance with File No. XXXXXXXX-XXXX. I ask again that NFCU remove all inaccurate, negative entries from all credit reporting agencies for reasons stated below : NFCU unfairly restricted access to my accounts. By NFCU restricting access to my accounts, I did not have the same opportunities as other NFCU members to view, update, and address fees that may have been applied to my account. As such, any fees or late notices that were applied to my NFCU accounts during this time should not have any bearing. This includes all late entries and charge-offs on all of my NFCU accounts that are currently documented with all major credit reporting agencies. Also, NFCU stole my VA XXXX payments that were given to me by recurring, automated deposits. NFCU used it to pay on credit card debt without my permission. I could not stop the automated payments because ( 1 ) my account was restricted so I could not transfer the money out of my account and ( 2 ) because it takes/took two months from the time the VA was notified to stop recurring payments from going to my account and switch it to another. According to the Department of the Treasury, taking any VA XXXX XXXX from a XXXX is illegal. For redress, I simply ask that NFCU remove all negative entries from all my major credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78213
Submitted Via: Web
Date Sent: 2017-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, 2017, I opened the Navy Federal Mobile App to check my balance. I noticed that there were two unauthorized transactions on my account. {$200.00} was taken from my account via a XXXX XXXX XXXX in XXXX, GA and {$300.00} was taken from my savings account via an XXXX XXXX XXXX in XXXX. I immediately called the toll free number provided in the app. I filed a fraud claim. In this claim, I said that the card was in possession, and I was unsure how anyone could access my account and remove money. I was informed that a full investigation would be made. I was given a provisional credit and told if the investigator had any questions, I would be contacted. On XXXX XXXX, 2017, I opened the mobile app to check my bank account again. I saw that the provisional credit was removed from my account. I immediately called the toll free number provided on the app. In this phone call, I was told my fraud claim was denied. I asked why no one contacted me to ask me any questions or inform me that my claim was denied. I was told that a letter containing this information was sent to me. To this date, I have not received this letter. I further inquired what I could do. The teller said I could leave a message on the voicemail of my investigator because it was after hours. I left a message. The next morning, I called again during business hours. The investigator refused to speak to me. The teller relayed the message that reason my claim was denied was I never reported my card lost or stolen. I informed the teller that I never lost my card, and that I said this in my original report. I was told to leave another message with the investigator, and I did so. I filed a police report with XXXX County Police Department and FBI Internet Crimes Complaint Center. On XXXX XXXX, 2017, I called the toll free number again because I had yet to be called back. The teller called the investigator, and he did not answer. The teller then called the supervisor of the investigation. I was told that he was in a meeting. I left a message with the supervisor. On XXXX XXXX 2017, I called the toll free number again because I had not received a call back from the investigator or his supervisor. The teller called the investigator again. She informed me that I would have to submit a formal appeal via mail or fax. I faxed a letter of appeal to Navy Federal on the same day. I received a call later in the evening from XXXX, the assistant supervisor in the fraud department saying that my fraud claim was still denied. I would need to get more information if I wanted it reversed. He gave me the addresses and times of the transactions. He told me the first transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX in XXXX . He said the second transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX I called the XXXX County Police department to update my police report with the information I received from XXXX on the exact locations and times. They told me to call XXXX Police department because that is the city of one of the banks where the money was taken from my account. When I called XXXX PD, they told me to call XXXX PD because there were two transactions in different cities, and XXXX would handle it because that is where I live. I called the XXXX PD, and they sent an officer to my house to take the report. When he arrived, he said because the banks are outside of their jurisdiction they can not help me. On XXXX XXXX, 2017, I filed a police report in person at the XXXX Police Department. I was given a case number and told that I can pick up a copy of the police report on XXXX XXXX or XXXX. On XXXX XXXX, XXXX or XXXX, my mother calls Navy Federal. She speaks to XXXX. She asks for XXXX supervisor. He refuses to give her that information. She calls Navy Federal again to speak to someone else. The person informs us that our case is in appeal and that the person handling our case is named XXXX. On XXXX XXXX, I was called by Detective XXXX XXXX of the XXXX Police Department. He asked for my email address to send my forms to fill out with more information about the case. I filled out the forms and returned them to him the same day. On XXXX XXXX, I email Detective XXXX to see if there was an update on the case. He responded that he received the records from Navy Federal the day before. According to the records, the location of one of the transactions was not the XXXX XXXX XXXX on XXXX XXXX XXXX, as XXXX of NFCU told me, it was actually the XXXX XXXX XXXX in the the XXXX XXXX XXXX XXXX, which is the jurisdiction of the XXXX County Police Department. In the email, Detective XXXX says that he has forwarded the records to the XXXX County Police Department and the XXXX Police Department. On XXXX XXXX, I also send a message to Navy Federal via their online message center asking about the status of my fraud case. They inform me that the case is still denied. On XXXX XXXX, my mother and I call Navy Federal to find out more information on why the appeal was denied and why I was never contacted to be told the appeal was denied. We speak to XXXX. He relays a message from the fraud department that the case has been denied because the further information that I have provided ( a copy of the XXXX County Police Report and a copy of the FBI report ) was not sufficient information to change the decision. My mother asks to speak with XXXX, the appeal person handling my case, XXXX says that XXXX refuses to speak with us regarding the case. XXXX says they never received anything from us in writing. This is incorrect. I sent the information online through the NFCU message center and through the mail. My mother asks who she can speak to. XXXX transfers us to XXXX, a supervisor. XXXX says he can not help us because he is not in the fraud department. On XXXX XXXX, I call the XXXX County Police Department and explain to them the situation with the detective from XXXX. They explain to me that report should have been filed in XXXX since this is where I live and the fraud occurred at twXXXX locations. They transfer me to XXXX PD and XXXX explains to XXXX my situation. XXXX sends an officer to my house. He takes the police report. He says I can pick up a copy of the policy report in 3-5 business days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30071
Submitted Via: Web
Date Sent: 2017-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A company is charging me for something I have no idea for what. The company is what is read XXXX XXXX my statement called " XXXX '' for the amount of XXXX on XXXX XXXX 2017. I do n't know this company.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80911
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XX/XX/XXXX I overdrew and account and all monies were paid back when I reopened the account in XX/XX/XXXX otherwise I would not have been able to reopen any checking or savings accounts. In XX/XX/XXXX they went into my account again adjusted it again for XXXX which was paid in XX/XX/XXXX. I disputed it and it was returned. My account was again offset in XXXX for XXXX. I filed a complaint with the federal reserve and all monies was returned again, As of XX/XX/XXXX the loss department headed by XXXX XXXX withdrew it again without notice. I explained that there are no monies owed or I could n't reopen the account he was crass and careless saying the money was owed without any evidence.
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A