Date Received: 2017-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a refinance loan on the current VA loan I had with Navy federal Credit U nion ( NFCU ). Two weeks into the refinance I was informed my VA appraisal came in lower than I had expected, the NFCU XXXX Manager expected, and the XXXX home appraisal rating. I asked the NFCU loan officer about appealing the VA appraisal and asked in writing for the rules on appealing my VA Appraisal. This request was made on XX/XX/XXXX in writing to the loan officer, her supervisor and his supervisor. on XX/XX/XXXX I r eceived the form to file the appeal. I was told I had to fill out the forms and resubmit them and that this would halt the loan process. I contacted the loan officer and multiple supervisors via email during this time, All informed me that I had to fill the forms out correctly or the VA would reject them. So I had to fill them out twice. As a man with a XXXX XXXX in XXXX I co uld not make heads or tails out of the form requirements. I contacted a real estate agent and they worked with me to get the answers sufficient to have the VA Appraiser to raise the value of my home from XXXX to XXXX . The three comparable units I submitted were valued at XXXX to XXXX . I am filing a complaint with the Virginia senators on the VA appraisal inspectors form the south of the state undercutting the value of homes in northern Virginia. They are abusing the veterans in northern Virginia and the senators need to take a peek at this! Sorry its part of the complaint. Now having gotten to the value of the home correct ( or as close to correct as possible ) I was informed my rate had changed. I requested to appeal that due to the lateness of the VA appeal documentations from the loan officer. As I explained to the managers it was their loan officer who failed to supply me the documents in a timely manner. During this time we had set a closing date of XX/XX/XXXX but were debating the interest amount. On either the XX/XX/XXXX or the XX/XX/XXXX I re ceived a call from the mortgage collections department wanting to know why I had not made my mortgage payment yet. He stated something to the nature of I am on a list of people with recent credit issues with NFCU and we are informing you that if you do not pay your montage on time we can submit a derogatory credit report. I interrupted him several times and said I am in a refinance of my mortgage, and he keep going on how this can damage my credit. I finally told he that I would pay it before the penalty date if I did not close on the house and hung up! I find that harassing and along the lines of what the NFCU was fined for last year by the CFPB. I was one of those folks who had his funds grabbed and not given back, I did not get contacted about the last complaint by NFCU. I did not know about the CFPB until my problems with NFCU on the refinance of my home and did a little research. O n XX/XX/XXXX I asked the mortgage processor and supervisor about someone calling me calling me and hounding me about paying my loan, I stated I wanted to know why this was happening and that senior management of NFCU be made aware this was happening! I never received a response to my request. This loan has closed and I received a letter from the VA explaining my rights under the VA loan, it specifies " While there is no grace period, lenders can not assess a late charge unless your mortgage payment is more than 15 days late. Late charge can not exceed 4 % of the Monthly payment amount. '' By the VA saying this, they imply a 15 day grace period. I know better that I am being assed interest every day. Needless to say I could not get the Loan processing team out of FL to lower my loan interest amount, I informed them that I would except the rate begrudgingly but would bring it up at the 84th Annual meeting of members of the NFCU in XX/XX/XXXX . We Closed on the house 0n XX/XX/XXXX of XXXX 2017 . On XXXX XXXX , 2017 , I emailed about my check for the refinance and received an email saying it was should be deposited later that day! I called the NFCU settlement office and confirmed that the wire transfer had been sent. on XX/XX/XXXX I went to XX/XX/XXXX office of NFCU and was told the wire transfer failed and it would be deposited by cob that day. All of this was going on dealing back and forth trying to find my money ( that I had to beg for ) while I was running to and from XXXX during my wife XXXX XXXX . The answer I got was a problem with the wire. NFCU has gotten too big and the XXXX veteran does not have a chance. The local NFCU manager in XXXX knows here area and customers. She is the only person in the whole organization that tried to help me, but most of the time it is out of her hands. I have the emails from dealing with the loan officers and how I tried to solve the issue. On XXXX XXXX 2017 I went to NFCU 84th Ann ual Meeting. During the new business section of the meeting the " CFPB Orders Navy Federal Credit Union to Pay {$28.00} XX/XX/XXXX for Improper Debt Collection Actions '' was brought up by two members each seeking to understand what happened and who was fired! These questions were directed to both XXXX XXXX and XXXX XXXX . XXXX XXXX seemed to gloss over the issues and said that the NFCU was not doing anything wrong and thereby no one was fired. At that point I told XXXX XXXX that the NFCU is still using those practices and they used them on me less that a month ago. He called me a liar in polite terms. I would not let go of the issue and was assured someone would make it right. That night I was approached by a female who said she represented the XXXX and wanted the whole story, I explained my issue with the mortgage collection call and the fact I got punished with a higher interest rate on my loan for an incompetent loa n counselo r and the NFCU training program. This person turned me over to " XXXX XXXX '' ( not sure if this is his real name as he could not name his boss during a conversation with me ). He said he would look into the matter. Later, I find out " XXXX '' is the VP of mortgage collections. But he sure knew how to play dumb when I told him I wanted the name of the guy that called me a liar, finally after I reminded him that he told me he worked directly for the that guy the night we met! On XX/XX/XXXX , so meone called from NFCU management suite , ( phone number is outgoing only ) and said that I was correct about the mortgage collections call and apologized for the phone call and assured that it would never happen again. I then asked what about the loan and how 's about the XXXX being the one to call and apologize, he called me a liar! once again I was told someone would call and take care of it. Now on top of this each time I start with a new person I have to rehash everything again and again. they do not seem to have a central file for documentation on their loans. Several calls were made between XX/XX/XXXX and XXXX XXXX 2017 bet ween myself, XXXX XXXX , and XXXX XXXX in trying to solve my issue. During this time, I had to give a deposition in a court case with XXXX over my Credit report. I spent four hours being drilled and implied a liar during this case and now they are working out a settlement with my lawyers. ( Needed information ) O n XX/XX/XXXX XXXX XXXX VP mortgage processing ( not sure ) contacted me about my issues and we had to rehash the whole process again. She said she would talk to her manager and see if we could resolve this issue. I was very hopeful that we could come to a resolution. On th e XX/XX/XXXX I g ave my deposition on my battler with the credit bureau. Around XXXX o'clock that day XXXX XXXX offers me to lower my loan percent to the original interest. I asked about a call from the XXXX and that apology and she said she did not know about it. I told her I had to wait a day to decide if their offer was enough. I called XXXX and asked about the apology and he said I was wrong not the XX/XX/XXXX . He seems to know a lot more about my case by this time. I called XXXX XXXX and told her the current IRRL was 3.250 % and I would take that, she stated that is has a .50 % funding fee. I said toss that in form all the issues and its a deal. I was told the best I could get was my original interest rate. I told her tanked you but that does nothing but cover up issues at NFCU and they way they treat their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2017-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX XXXX 2017 I sent navy federal credit union a QWR " qualified written request '' for the following information, full, double sided, certified true and accurate copy of the original promissory note and security instrument and all assignments of the security instrument. 2. Full name, address and telephone number of the actual entity that funded the transaction. 3. Pursuant to the Truth In-Lending Act 131 ( f ) ( 2 ) and 15 U.S.C. 1641 ( f ) : Please provide the name, address and telephone number of the owner ( s ) of the mortgage and the master servicer of the mortgage. 4. Full name of Trust where the Note Number is trading, or has traded, and the identifying Series of Certificates. ( Note : If the note number is being traded in a XXXX XXXX Trust or XXXX XXXX Trust, please provide all information to identify the Trust ( i.e. XXXX XXXX Pool Number, XXXX Number, XXXX or XXXX XXXX Number and Trust Class/Tranche ). 5. Full name, address, and telephone number of the Trustee. 6 . Full name, address, and telephone number of the Custodian of my original Promissory Note, including the name, address and telephone number of any trustee or other fiduciary. This request is being made pursuant to Section 1641 ( f ) ( 2 ) of the Truth In Lending Act. 7. The MERS M ilestone Report, if the note number and security instrument was tracked by Mortgage Electronic Registration Systems. I want to see the audit trail of the alleged transfer in ownership and alleged transfer in security interest. 8. A complete audit history from alleged loan origination, showing the dates payments were applied, and to what internal accounts ( i.e. principal, interest, suspense, escrow, etc. ) payments were applied. 9. A complete and itemized statement of any and all fees and/or charges against this account. 10. A complete and itemized statement of the escrow for this account, if any, from the date of the note origination to the date of your response to this letter. 11. A complete and itemized statement from the date of the note origination to the date of your response to this letter of the amounts charged for any forced-placed insurance, the date of the charge, the name of the insurance company, the relation of the insurance company to you or a related company, the amount of commission you received for each force-placed insurance event, and an itemized statement of any other related expenses and any claims paid out thereto. 12. Complete and itemized statement of any and all fees incurred to modify, extend, or amend the loan or to defer any payment or payments due under the terms of the loan, from the date of the note origination to the date of your response to this letter. 13. Complete, itemized statement of the current amount needed to pay-off the alleged loan in full. 14. Verification of any notification provided to me of a change in servicer. Now according to Subtitle E Mortgage Servicing of the Dodd-Frank Wall Street Reform and Consumer Protection Act and pursuant to 12 U.S.C. Section 2605 ( e ) ( 1 ) ( A ) and Reg. X Section 3500.21 ( e ) ( 1 ) Navy Federal Had 30 days to respond to my request for the information requested above and as of today XXXX XXXX 2017 I h ave n't gotten any response from them pertaining to my QWR I also Sent the information to there legal team of XXXX XXXX XXXX a nd still have n't received any information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2017-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is in response to XXXX that I filed and NFCU responded. There was a second part that was not addressed, even with a follow up email. Because of my financial situation my house nearly went to foreclosure a second time. I called to bring payments current a few days it was scheduled to go to the foreclosure attorneys. I was told I had to repay the arrears AND the fees to the attorneys for the foreclosure. I asked why I would need to pay attorney fees for it going to foreclosure when I was making payments prior to it going. I was told I had to pay the attorney fees because my mortgage met the criteria and had already been voted on to go to foreclosure. I could not make a payment for any amount unless I paid for attorney fees. I am not sure of the exact time frame this occurred. I know there was a huge storm on the east coast and my call was sent to a person in Florida to handle because no one was able to get to work where they normally take care of mortgage collections. Honestly, I do n't expec t NFCU to handle this request any different than the other complaints I have submitted to the various organizations. NFCU has proven time and time again they are incapable of policing themselves and doing the right thing. It really is pathetic that NFCU treats veterans the way they do, serious lack of integrity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2017-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: In XXXX XXXX , my husband and I, both opened an account with Navy Federal Credit Union in XXXX XXXX Kentucky. We moved to Florida in XXXX . I 'm XXXX and on a fixed income, and my XXXX XXXX check went into my account, and my husband added me on his account so I could pay bills out of his account, where his military XXXX and XXXX XXXX funds are direct deposited. My account went into overdraft, and was closed one year later, in XXXX XXXX . I went on an agreement to pay {$50.00} a month until the {$480.00} was paid off on my closed account. My Atm Card for that account was deactivated. Fast forward to XXXX XXXX , XXXX , my ATM Card for my joint account with my husband is deactivated. I ca n't get cash out from no Atm. I go XXXX miles to the only branch to get a replacement card, and was refused a card. I was never notified that the agreement I made in XXXX XXXX , the {$50.00} for my closed account was never received. Never notified, I thought it had been settled. I was told at the branch, No it has n't been settled and that 's why my atm card had been deactivated. No, it will not be reactivated until I pay off the overdraft on my closed account. I could n't understand, what that account had to do with the joint account. I came home, and called the banking facility customer service number, and again they tell me the same thing. They would issue me another atm card to the joint account after I pay off the closed account. I got upset, and asked to speak to a Supervisor. The Supervisor was a little XXXX with her position, and told me you have a closed checking account, and you opened a checking and savings account with {$5.00} and you never put anything in the savings account, and we will not issue you another card until your debit is paid off. For the life of me, I could not understand what the closed account had to do with the joint account. When was it wrote, that you are supposed to save money in a savings account. The savings account was their stipulation to open an account, and all of our Direct Deposits XXXX of them went into the joint account, after my checking account was closed. I do n't know if I 'm being discriminated against because of my race, or because of my class. I 'm not wealthy, and yes we struggle to pay our bills, but I ca n't pay the bills we do have, if I 'm denied access to the funds, the only branch is XXXX miles away. That 's what they told me, you can always go to the branch to make withdrawals. They act as if they do n't want my business. I do n't want to close this account that we do have, because our rent, medical, and food come out of this account, and we are trying to buy a home, and we have had this account since XXXX XXXX . Do n't want to change now. I will not be buying a home thru them, plus they turned us down on a car loan too.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32935
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Navy Federal Credit UNION refused to except my " promissory note, '' as an ( security ) , as LEGAL TENDER, under current statutorial law. pursuant to the HOUSE JOINT RESOLUTION 192 and public law 73-10, this credit union can not req uire an payment complaintant to pay neither GOLD, COIN, or any particular kind of currency of FEDERAL RESERVE NOTES, BANK NOTES, CERTIFICATES etc. as declared to be against PUBLIC POLICY ... Also the denial of my promissory note as LEGEAL TENDER, under Uniform Commercial Code and securities law clearly demands this authority. this credit union refused to except the payment of legal tender as law requires. see titl e 31 USC s. 5118 ( d ) 2 ). title 31 s. 463 9728 XXXX XXXX XXXX XXXX XXXX . This whole procedural is fraudulent. THUS putting this information on my credit information and social security information .... Date : XXXX / XXXX / XXXX Amount : {$540.00} NAVY FEDERAL CREDIT UNION XXXX XXXX XXXX XXXX XXXX , VIRGINIA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23703
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XXXX 2017 , I applied online for a XXXX position in XXXX XXXX , TX. I was interviewed by phone and was hired to XXXX XXXX XXXX XXXX . The owner, XXXX , stated he needed the XXXX XXXX prior to his arrival so he would be mailing me a check for my 1st week of payment. On XXXX XXXX 2017, I received a check for {$2400.00}. I called the owner and he explained that {$400.00} was my advance, {$50.00} was for XXXX supplies, and the remaining {$2000.00} was for the realtor as the key would not be released until payment was received. I was given the realtor 's bank account information and told to deposit after I withdrew my portion. On XXXX XXXX , I walked in to Navy Federal and spoke with XXXX ( teller ) and explained to her that I was afraid the check may b e fraudulent. XXXX stated to me that she would go ahead a place a hold on the check to ensure that it cleared. She advised to check my account in 2 business days, if the funds were available then the check was legitimate and had cleared. To my surprise the funds were available on XXXX XXXX , so I went in and withdrew the funds. The same day I went into the realtor 's bank ( XXXX XXXX XXXX ) a nd deposited {$2000.00} in cash to account number XXXX XXXX XXXX . On XXXX XXXX , I noticed my Navy Federal CU acc ount was negative {$2400.00}. I called in to the contact center and was told that the check came back as fraudulent. I immediately filed a police report with the XXXX XXXX Police Department ( case # XXXX ). I have provided Navy Federal CU with all the documents they have requested including a copy of the police report, however, the issue has not been resolved. If Navy Federal CU had not allowed the funds to be released, I would not have proceeded any further and we would not be in this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78411
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: In XXXX , I fell behind on both my signature line of credit and my vehicle loans with Navy Federal Credit Union. They not only froze my account but also withdrew the balance without my approval
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XXXX XXXX I searched the Navy Federal Credit Union website for my account 's tax statements for XXXX and previous years. At that time, it was visible that only the latest ( XXXX ) was made available through that medium. So, I started checking as far back as the website would allow for months ending in XXXX , to compare. I came upon a check amount that had been withdrawn in XXXX XXXX that I did not recognize. I phoned th e NFCU to inquire about said check. The customer service person sent a check copy to my email. That check bears my account nu mber, but the other numbers on the bottom of the check do not coincide with the check #, nor is it my name, nor signature on said check. I called the customer service line on several occasions regarding the unrecognized check, questioning how that check was able to clear the bank with wrong information. I spoke to a supervisor on several occasions by the name of XXXX ( spelling? ) who concurred the check did not seem right with the information on the check, but it had been a mobile deposit from another location and an investigation would be opened, with an investigator contacting me for further details which never happene d. She did send me a pre-completed form for me to return to NFCU. Today, I received a letter from NFCU that it is my responsibility due " After a thorough investigation, we concluded that no error occurred based on account activity. You are responsible for the full amount of the claim, {$500.00}. You have the right to request information concerning the investigation and how we arrived at this conclusion. '' I phoned the toll free number on the letter and all the cs person in their security dept. could tell me was that from available notes, it was due to being past the 60 days from statement, but could not tell me if it had actually been investigated. Now, that does not seem correct to this consumer due there is still no real explanation as to how the withdrawal even went through the account with such discrepancy on the check, regardless of time, once it was discovered. It seems, indeed, an error that it was paid with no further ado. The mobile banking information is in the copy of the check copied to me, the copy tells the name/address of the individual who relates to the check and the name of who it was paid out to, none of it which is my information, not even my location. I am in XXXX ; the party on the check notes a XXXX address. Again, it is not clear in my mind how that check was able to be cleared, except to opine that attention was not paid to the specifics of the check. The amount of the check was for {$500.00} paid out of my checking account with NFCU. I was given your agency name for who handles credit union matters when the security dept. customer service person was prompted for the info. by me today. I am reaching out to your agency in hopes that you can assist me with this matter. Thank you very much for your consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46322
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
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: On XXXX XXXX , XXXX I pulled my XXXX major credit reports from XXXX . I noticed an account being reported by Navy Federal Credit Union that I had no knowledge or record of. I disputed this account with all XXXX agencies under the complaint of " account does not belong to me ''. On or around XXXX XXXX , XXXX I received an updated credit report and a summary of the investigation that simply stated " Information validated as accurate ''. No reason, method, or support to that statement. In the updated credit report I found that not only did they not resolve my complaint but they allowed Navy Federal Credit Union to update information on the account from charge-off with a balance of XXXX and no late payments to having no high credit limit, a balance of {$2200.00}, a charge off amount of {$2200.00}, re-age the date of last payment from XXXX to XXXX , and tack on XXXX reports of 90 days late to account that had a previous balance of {$0.00}. I then disputed this new information with all XXXX credit agencies with the investigation results once again stating " Information v alidated as accurate '' with out anything to support that statement. I then proceeded to file a complaint with the BBB against XXXX about the matter. However, the BBB did nothing but open up a line of communication with XXXX . No investigation supporting documents were furnished to support their findings, and they refused to correct the issue. I then made direct contact with Navy Federal Credit Union. Once I was able to finally get a hold of the right person, after first being sent to the collection department to try and strong arm me into paying on an account that is not mine, they simply gave me the number for XXXX and hung up. I am now in the process of initiate XXXX last effort to have the report corrected before I pursue legal advice on handling the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-01
Issue: Other features, terms, or problems
Subissue: Problem with cash advances
Consumer Complaint: Was told by NFCU employee I can pay off my cash advance balance. Payed more t han I wanted to to pay it off. Things got bad for me. I am a mentally XXXX XXXX with a fixed income and have a very difficult time dealing with people after what happened in the military. This is ridiculous that I have to bring this to a government agency to help. I calle d NFCU MUTLITPLE ON MUTIPLE of times about this and every single time every supervisor refuses to make the adjustment and refuses to give me any further information about NFCU or what to do anything or contact anyone about my problem and refuses to help further everytime. I do n't want this for the next XXXX . This is n't fair and is stealing in a nutshell. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30008
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A