Date Received: 2017-06-21
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: Navy Federal continues to contact me about payments to my account I have a certified letter on file with them about contacting me about payments. I make my payments to them monthly even if I have a late fee I pay that. I have been out of work since XXXX 2016 yet I still make my mortgage, Auto and XXXX payments to them every month. I have filed several complaints with CFPB about this same issue. One was completed just this month where Navy Federal again apologized for ignoring my certified letter that I have on file with them. I called Navy Federal and ask why they were still harassing and the representative stated that they should not be contacting me because it is highlighted on my account not to do so yet they are continuing to contact and harass me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Existing account Fraud. On XXXX/XXXX/17 someone fraudulently accessed our Navy Federal Credit Union ( NFCU ) savings account online under my wife 's name utilizing her our account number, her date of birth and social security number and transferred to another NFCU member in the amount of {$3700.00}. The name of the member money was transferred to is XXXX XXXX XXXX. This person was able to establish account access even under an obvious fraudulent email address of XXXX. We do not know this person or have an affiliation with this person. We reported the incident within 2 hours after the transfer occurred as it was brought to our attention that NFCU had froze our account. We went to the nearest NFCU branch at XXXX XXXX, MD and reported the fraud to them and our complaint was submitted to NFCU Fraud Department under Fraud # XXXX. Since then we have closed our savings and checking accounts and have established new accounts. In addition we received new credit and debit cards. When calling to check on the status of this investigation with NFCU we get the same answer over and over, that is it is pending and will take 10 business days. Well it has been 10 business days and we have not received any updates to this investigation and have not received any of the {$3700.00} dollars that was fraudulently taken from our account. I 've asked to speak with NFCU security and the investigator assigned for updates only to be told that they are not available and that the status is pending. Having been a member with NFCU for over 20 years this kind of treatment and refusal to give me more information regarding this is beyond comprehension and frustration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-19
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On Friday XX/XX/XXXX, I received a call for XXXX with XXXX XXXX XXXX asking to make arrangements to pick up my vehicle. I explained to XXXX that my vehicle has been paid off for several years. XXXX advised me to talk to my counselor at Navy Federal Credit Union and he 'd give me until Monday or Tuesday before he comes to pick up the truck. On Monday morning XX/XX/XXXX I spoke with XXXX XXXX in collections at Navy Federal who affirmed that I owe over {$34000.00} ( according to his records ) on the loan for my truck. XXXX XXXX said the truck was refinanced thru Navy Federal in XX/XX/XXXX and charged off in XX/XX/XXXX. I told XXXX XXXX that he is mistaken and I never refinanced my truck. I asked XXXX XXXX to give me a copy of the loan documents or anything verifying the debt. He told me that he had no audit information and demanded that I make arrangements to bring in the truck. He said he 'd settle the balance if he can get a lump sum for selling the truck. I told him his information is errant and asked to speak to his supervisor. He transferred me to his supervisor and I let a message for her ( XXXX XXXX ) to give me a call. I immediately called Navy Federal back to try to talk to someone else who could explain and verify the debt they are alleging I owe. I spoke with a gentleman ( I did n't get his name ) in the loan service department. The gentlemen looked at the documents available and told me he would send what he had. He sent ( via email ) a copy of the original promissory note that I signed for the truck in XX/XX/XXXX. I asked the gentleman if he could send the promissory note or documents for the " refinance '' loan that XXXX XXXX mentioned. The gentlemen said the did n't see any other documents and I should check with the personal finance department because they would have the documents ( promissory note ). I spoke with XXXX in the personal finance department and she gave me more information. XXXX said the refi loan was a " combo consolidation '' loan which consolidated the truck loan and a credit card balance with Navy Federal accounts. I told her I am 100 % certain I did not agree to or sign for that consolidation. I asked her about the terms of the consolidation loan ( terms, payments, interest, etc. ) and she did n't have that information. I also asked for for copies of the loan documents, specifically the promissory note that ties my truck to this alleged {$38000.00} balance/debt and she said she will check with her forms department and send what she have. She said she found the application for the refinance but not the note. I told her that the application does n't verify the debt, only that I applied. She explained that " if I applied for the debt, a counselor explained the terms. '' I told her I do n't remember applying for the debt but I absolutely know I did n't sign a promissory note for over $ 38,000+ to refinance my truck. XXXX said the forms department would send the documents but the only thing I received so far is the original promissory note dated XX/XX/XXXX and an application dated XX/XX/XXXX. I have yet to receive a copy of a promissory note other than my original note. To recap, XXXX XXXX XXXX is trying to seize my truck based on a note that Navy Federal can not produce because it does not exist. I never agreed to refinance the original loan and I paid off the loan several years ago.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2017-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Getting a line of credit
Subissue:
Consumer Complaint: for the past week I have been attempting to either have my prior membership re-established or file a new application as a member of Navy Federal Credit Union. i have spoken to agents on the phone as well as using their online application system. After filling out online form I received an email stating that I needed to complete the application process by logging onto the website. And despite entering the user ID, password and application ID I was given I keep getting denied access with a message, " unable to locate user ''. The phone conversation ended with, " It must be updating the system. Try again in 1 -- 15 minutes. Indeed, I 've been trying again for hours with no success. These XXXX must be XXXX XXXX if they think we have hours to waste on such nonsense.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34952
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-29
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: I had opened a new account with Navy Federal Creidt Union a fter it had closed out. I knew I owed money so I asked the teller if I had to pay anything additional and I did. The amount was {$200.00} for an overdraft fee so I had paid for it. I also owed money for my car loan which was about the same {$300.00}. I paid for that also. After paying he said I 'm in good standing with the bank and there would n't be any issues going forward. So then I proceeded to put {$1500.00} in to my new accou nt. Two days lat er I was looking to pay for something and I noticed all of my funds was gone. I noticed this happened on XXXX / XXXX / XXXX . They never gave me a warning and I never gave them the ok to take money out my account or have I signed any information saying that I ever will allow automatic transfers when I started the new account. I also never signed any paperwork starting this new account. This debit collector just took money without any of my acknowledgement and put me back on a few bills because of it even after me attempting to receive a portion of the money back to still put down on the amount that was lost. I talked to the head of the person that took the amount and they were extremely rude. She did n't care that I needed the money for my son and for rent. She literally told me that it did n't concern her and she have other people calling with more important issues then the one I 'm having then she hung up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32714
Submitted Via: Web
Date Sent: 2017-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: The XXXX XXXX failed to pay bills as required and or help get this off my credit report and denied a loan request based in part for the denial, until they did n't pay the bills from bill pay did the problems I had these accounts when I joined the credit union and the approved XXXX loans and at that time they was none issue. As of todays date they still not paying bills on time as agreed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-14
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: I applied for a Used Car Loan at Navy Federal Credit Union. The loan was for {$21000.00} at an interest rate of 10.49 %. The loan was approved and I was issued a check to make the purchase. I purchased the car, a XXXX XXXX XXXX , from XXXX XXXX XXXX , for the sum of {$21000.00} and paid with the Navy Federal Check I was provided by the Bank.
The XXXX XXXX began to develop problems and I returned the vehicle to the Dealer who attempted to fix the vehicle. The problem persisted and I returned the car back to the Dealer who offered to exchange the car with another car. I accepted the offer. I informed Navy Federal and because of the exchange Navy Federal now wants to increase the interest rate on the transaction even though the transaction had been completed between Navy Federal and myself. Further, the exchange was by the dealer for another car. Navy Federal can not change the terms of a deal after the deal had been consummated between myself and the bank. The breakdown of the Navy Federal loan is as follows : Loan - {$21000.00} ( Check Amount ) Loan Protection Plan - {$190.00} ( Added to the check amount ) Total Shown on Contract - {$21000.00} I have made payments on the loan as I agreed to and the Bank continues to accept my payment.Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy Federal Credit Union, a bank that takes pride in claiming to take care of its service members. This is not the case whatsoever. They charge ridiculous amounts of banking fees, and delay processing any financial information such as deposits, linking accounts, etc. I have paid more in banking fees than ever expected after a fraud claim. The bank has done nothing to help but put me XXXX negative. Another paycheck gone to this bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85120
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XXXX XXXX Navy Federal Credit Union withdrew {$590.00} from my checking account unlawfully. These funds were protected funds from Social Security. at the time i only had 2 months of protected funds available in my account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Navy Federal h ired an incompetent appraiser and is failing to work with me in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A