Date Received: 2017-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: DISCRIMINATION AND UNFAIR BANKING PRACTICE On XXXX XXXX XXXX my wife and I applied for a mortgage loan through Navy Federal Credit Union. Within 48 hrs., w e submitted all requested and required documents to the bank representative who scanned them through their electronic portal.
Despite our A+ credit worthiness, income, employment stability, and demonstration of our qualification, the bank has continued to delay our preapproval by profiling us, and discriminating against us while using unethical banking practices, and insisting we apply for an FHA loan, oth er loans, and loan terms that are a disadvantage to us.
We have contacted the bank representatives countless times to obtain the status of our application but we continue to receive unusual delays and responses. We even escalated our concern to a supervisor only to receive more excuses, delays and unusual requests and responses.
We 're about to close on our existing home and we have found a home that we 're interested in purchasing, but NFCU could care less that their delays will force our family to endure unnecessary hardship and homelessness.
We are appalled that this conduct and practice is allowed to exist. We are seeking assistance on a resolved end to this madness.
Please contact us at XXXX or XXXX XXXX XXXX should you need additional information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XXXX XXXX , 2017 under the guise of " 0 % APR for 12 months '' I applied and was accepted for a credit card with Navy Federal Credit Union. I was doing a balance transfer to avoid paying interest for 12 months from another bank. To be clear, there is no reason I would have ever applied for this card had I been informed that I would be paying interest right from the start at an even higher rate than the credit issuer I was transferring from. I was mislead by a representative over the phone and by dubious and unclear marketing materials that were on their website. I have tried to resolve the issue with them but they have said that unless I have the promotional code, there is nothing they can do. Here is a link that I found which was exactly what I was expecting the terms of the credit card to be. https : //www.navyfederal.org/srenlisted/includes/SROcreditCards.php
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XXXX XXXX , XXXX my Navy Fe deral Credit Union checking account was closed due to check fraud. I advised Navy FCU I had been an victim of identity theft. Navy FCU n ever advised me of any additional steps to take to revive my checking account. I recently filed bankruptcy chapter XXXX and on XXXX XXXX , XXXX my chapter XXXX discharged. I sent Navy FCU an appeals letter along with proof of bankruptcy and identity theft. I would love to establish a new relationship with Navy FCU.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XXXX XXXX , 2017 ( or about ), I was told that my loan request was sent to Navy Federal Loan Committee with a request t o waive XXXX exceptions. I was told the request was denied.
However, Navy Federal br oadcasts in its advertising that it works with its members to find solutions.
In this case I am suspect that the request was ever made by underwriting.
In fact - the misrepresented to me and the public how they work for their members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Navy Federal 's preliminary closing statement shows an appraisal fee of {$620.00}. I paid the {$620.00} to Navy. However, upon review of the appraisal the cost was only {$350.00}.
Navy violated the law by over stating the preliminary closing statement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Good afternoon, I need your assistance please, I 've tried in good faith to dispute and request a refund for the faulty workmanship, substandard shoes and not the shoe size I ordered and I 'm unable to wear. I purchased two pair of shoes from XXXX in XXXX 2016, the shoes appear to have been made in a substandard factory still reeking of a horrible smell and the appearance of grease ( pictures attached ). It took approximately one month later for me to receive my order, I began initiating correspondence to them approximately two weeks after processing my order. After receiving the shoes, I attempted to resolve the dispute prior to engaging my bank. XXXX offered to refund only {$15.00} and later {$30.00}, which both were unacceptable for a {$150.00} purchase. I later contacted XXXX and I could not reach a resolution. XXXX determined that I was eligible for a refund ; however, I would need to return the shoes to do so. The cost to return these shoes to XXXX was {$170.00} more that the amount I had paid for the initial purchase - which was not an economically wise and equitable decision. I contact and submitted all required documents requested for the credit union representative. I later learned from another Navy Federal representative that the time to process a refund had expired.
After failed attempts to resolve the matter with XXXX, XXXX and Navy Federal I found your information to file a claim. It 's so upsetting for a company - XXXX to attempt to defraud me. After submitting my payment and not receiving my shoes timely, I began researching the company and noticed a number of unsatisfactory customer complaints. It is my personal opinion that this customer is defrauding others as well. There are no derogatory complaints on their website but noted on many other sites.
I am hard working mother of XXXX and do not have money to give to anyone. Please assist me with obtaining my money for this fraudulent issue.
XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2017-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX I attempted to refinance my mortgage with Navy Federal ( th e current lender 4.25 % fixed ). I was first quoted a rate of 3.25 % on a XX/XX/XXXX , after passing first round of underwriting they changed the rate to 3.25 % plus 5 % ( discount/orig ), they then order an appraisal ( I paid {$650.0 0} ). The appraisal came in lower so they then raised the rate to 4.25 plus .5 % points.
After pointing out the stupidity of their offer they reduced the rate to 3.65 % provided I pay {$11000.00}.
I am a federal bank regulator, banker, and real estate pro . - Navy Federal has no business lending. They have utilized a " Bait and Switch '' marketing.
Please investigate this matter.
I am seeking a repayment of my appraisal fee of {$650.00}.
Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22101
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX , 2017 my husband and I opened a checking account at Navy Federal Credit Union in XXXX , XXXX On XX/XX/XXXX I received an email saying that a member to member transfer had been set up on our account. The transfer was for someone by the name of XXXX XXXX XXXX . I did NOT set this up and I immediately contacted my husband to ask him. He did NOT set this up either and he became very alarmed. He advised me to call the bank immediately for help. I logged onto our account and found that a transfer was made to a XXXX XXXX XXXX in the amount of {$1100.00}. It left us with an account balance of {$0.00}. I immediately contacted NFCU and spoke to someone named XXXX @ XXXX . She told me she would need to close my current account immediately and stop all access to it. She also informed me that she would be opening a brand new account for us and transferring all current business to it. She said my husband and my access was restricted at the moment and we would need to call the next morning and start a fraud claim and get our access reinstated. The next morning I called NFCU and attempted to start the fraud claim but was told that my husbands information had been hacked/stolen and that he would have to call and make the claim. He immediately called and spoke to someone named XXXX ? ( no certain ) and then spoke to someone named XXXX in securities. Fraud Case # XXXX . He was informed that it would take 10 business days before we could find anything out. I went to the local branch here in XXXX on XX/XX/XXXX and spoke with an employee by the name of XXXX XXXX . He checked out all my information and confirmed everything. He gave me access into my new account and my debit card which was transferred from my old account to my new one. He told me if I have any more problems or questions to come back and see him. On Saturday XX/XX/XXXX when my husband returned home we went back to our local branch bank to see what more can be done. We spoke to XXXX who is the person that originally opened our account. She verified that the fraud case was given to an investigator on Friday XX/XX/XXXX and that it would be 10 business days from Friday for the investigator to figure out something. We do not understand why our money is n't being refunded to us since this financial institution is Federally Insured to handle these situations. We were told by both bank employees that this is an in-house theft and that because of that we can not get provisional credit immediately back to our account. This is not right and unfair. We put our faith into this banking institution and now we have been robbed and in really no way compensated. The officials at the bank have refused to give us much information. They also will not tell us what law enforcement agency they will be using and we 've been ignored on all requests to speak to the investigator. We suggested calling our local police or FBI and the NFCU securities department stated that they would not share any information with law enforcement without a subpoena. We are being led to believe that since this is an in-house crime NFCU is trying to hide something and do not want outside interference. It has been 9 calendar days since the incident and we have gotten no reassurance, no information, and no hope that we will recover our money which has been stolen. We feel that we have no option but to contact outside agencies for help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42701
Submitted Via: Web
Date Sent: 2017-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy federal credit union, refuses to release my fund 's. She called me out of my name. Very rude to me. I just want ti close my account and be done. ]
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94806
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Back in XXXX of 2016 I was a victim of XXXX XXXX and suffered power outage for a week as well as property damage that caused a financial hardship. I contacted Navy Federal Credit Union for assistance and was provided " assistance " with payment forgiveness, which I later found out was not handled correctly in accordance to their disaster relief polices and subsequently was further impacted due to the mishandling/misinformation provided and ultimately lead to my credit report being impacted. Since then I have called numerous times as well as submitted hardship documentation through their online website in an attempt to reconcile the accounts in question and prevent them from continuing to fall past due. The Specialis ts at Navy Federal have provided me misleading information as well as have not followed up with me as promised on multiple occasions. I have asked to be contacted by what they call their " personal finance management " team and promised a call back on several occasions and have to this date not received any follow ups yet I get collection calls daily. Please look into this matter, I can be contacted at XXXX and my name is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A