NAVY FEDERAL CREDIT UNION

2017-09-20

San Diego, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-19

Glenarden, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-19

Santa Ysabel, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: On XXXX XXXX, 2017 went to the bank Navy Federal Credit Union, to withdraw {$20000.00} dollars, for family support, was advised by the teller, the account was restricted. Spoke with asst mgr, XXXX XXXX, ( no help at all ) who stated the security dept has placed a restriction on the account to do an investigation for fraud. Advised no fraud on account, spoke with XXXX the manager who I gave the names of the persons who wired the monies. As of today, the account is still restricted ( 23 days ) no notification given by the security dept other than I would be notified when the issue was resolved. Is this a good explanation for you, not for me. This continues to this day I have been hung up on via telephone by supervisors, provided no information concerning the investigation. I am unable to pay my bills, there are about {$500.00} overdraft fees accrued on the account, due to not being able to move money. I have written to the President of the Credit Union, and received no response back. Please help
Company Response: Closed with monetary relief

Timely Response

2017-09-19

Fred, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-19

Lemoore, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-19

Griffith, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Received unsolicited financial product or insurance offers after opting out
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-19

Jacksonville, FL

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I have 2 credit cards with Navy Federal. In XX/XX/XXXX, I was given the opportunity to lower my interest rate and payment in order to make the payments feasible because i was unemployed and had become past due on the accounts. At the time of the arrangement, I was not aware the accounts had already been closed without the option to reactivate them. However, I still stayed with the plan to get them paid down and eventually paid off. Because the accounts are closed, I had no idea that navy federal would automatically initiate a transfer of funds from my checking account when the payment was past due. Over the course of this arrangement, Navy federal has taken money from my active checking account and applied to the credit card payments after I had already made a payment. The justification behind this according to a representative is that their " system '' automatically transfers the payment when there is money available in the account. I tried to explain to them that I had already transferred the payment from my checking account which ended up being duplicate payments. The most recent time this occurred was on XX/XX/XXXX. I made a payment from my checking account to both credit cards and the next morning Navy federal did the same thing causing my account to go in the negative {$64.00} ( document attached ). Not only would they not reverse the charges because it was their " system '' error. I was told they would submit a request to refund the portion I paid ; however that did n't happen. I received calls from their collection department even after these payments were made. The next time was on XX/XX/XXXX, I made a payment to both credit cards directly from checking account in hopes that it would post right away ; however the same thing happened again. On XX/XX/XXXX, i logged into my online account and was stopped by a delinquent screen ( attached ) that showed my accounts were still delinquent and the number of days were increasing. I then noticed once again they had double pulled from my account even though I had already made a payment the previous day. Additionally, After making my payments on XX/XX/XXXX, i was receiving automated collection calls and voicemails from navy federal.from phone number XXXX. When i finally answered the collection rep asked why have n't i made a payment on the account. I proceeded to tell him The payment was made and he still harassed asking questions about the accounts when he should have access to my payment screens to see those transfers. On XX/XX/XXXX, when I called navy federal at XXXX to discuss the duplicate payments, I was told they would not reverse their automatic transfer in the amount of {$100.00} because my payment terms had changed as of last month ( XX/XX/XXXX ). I was not aware there was any changes in my payment amount. I did not receive notification by mail, phone or electronic means that my payment terms had changed. The only explanation I was given was that I should 've been told by the personal finance department that the plan is only good for 12 months. I was not given that information at the time the payment plan was verbally conducted in XX/XX/XXXX. While I was on the phone with this representative, I was getting another collection call from navy federal phone number XXXX at XXXX. When I listened to the voicemail it was the same automated collection message. But once again, why am i getting collection calls for these accounts when the " system '' clearly shows my payment status. This is bullying and harassing to say the least to take advantage of people 's accounts and be able to push blame on a " system '' automatically doing this. Their policies are inconsistent depending on which department or representative you speak to. I was told in the past that they will only deduct payments from your checking account if it 's in a 30 day delinquent status but then XXXX in the collections department tells me today XX/XX/XXXX that if they wanted to, they can take it when it 's one day past due because the terms say so ... I 'm very disappointed in their business practices as a credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-18

Pikeville, NC

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: Here is the information provided by your organization regarding inquires : An inquiry refers to a request to look at your credit file, and it generally falls into one of two types : Hard inquiries. These are typically inquiries by lenders after you apply for credit. These inquiries will impact your credit score because most credit scoring models look at how recently and how frequently you apply for credit. Soft inquiries. These are reviews of your credit file, including reviews of existing accounts by lenders, prescreening inquiries by prospective lenders, and your requests for your annual credit report. These will not change your credit score. This is the definition of the two types of inquiries used consistently when researching about the impact of inquiries on credit scores. I am concerned that Navy Federal Credit Union does a hard inquiry on credit reports when changes are requested on existing accounts such as credit limit increases. This practice has a negative impact on credit scores for an extensive amount of time ( 2 years ) and is n't a fair practice for consumers. A credit limit increase is typically not considered a new application by most financial institutions and should not be viewed as such. Please review this practice.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-18

Elizabeth, NJ

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-18

Virginia Bch, VA

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-18

Lemoore, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-09-17

Syringa, VA

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: XXXX XXXX {$400.00} NFCU My now wife and I took a trip to XXXX as to where I would propose to her. During this time I had $ XXXX CL card with NFCU. While we were there, I made a purchase for the hotel room and all was fine, until 2 days later. We decided to stay another couple of days and I attempted to pay for my extra days .... They locked my card completely out of the blue. Because of this happening I now was stuck in XXXX with no money nor gas ... And we had our XXXX kids with us ages XXXX and XXXX. I was forced to drive to a NFCU about 2 hours away to simply provide them a picture of my ID. This happened twice in 3 months where my card was randomly locked and completely frozen. I have been receiving calls threatening to report me in an attempt to collect the debt owed on this card ... If I am correct that is not legal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-17

Cheverly, MD

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened or suggested your credit would be damaged
Complaint: I paid NFCU {$6300.00} to settle an account back in XX/XX/XXXX during their unethical debt collections I received a redressed check for another account that was settled back in XX/XX/XXXX for {$5600.00} and I received a redressed for that one, however, I did n't receive a redressed check for the {$6300.00} that settled a credit card debt with them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

PA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: My problem with the creditor was multi-faceted, and quite arduous. I originally opened an N-rewards credit card through Navy Federal Credit Union in XXXX while I was in the XXXX XXXX. In XXXX, I became XXXX for a short period of time, and was unable to work due to a chronic lower extremity problem that required XXXX to fix. Also, as many people did during the XXXX recession, I had EXTREME difficulty finding work. I contacted XXXX XXXX several times during this hardship which was ongoing until very recently, and asked for temporary hardship deferment. There were periods of time where I was awarded deferment, however there were also periods of time when I was refused deferment because I had no income. Navy Federal Credit Union does not offer hardship deferment or forbearance to members who have no source of income. This persisted on several occasions. There were times when I would not make payments for months because I did n't have the money. ( I survived on family assistance. ) Creditors would ask me how I was paying for my cell phone. How I was living at my address. They would say on several occasions that XXXX should do what they say they 're going to, and live up to their expectations. This verbal abuse occurred whenever I answered their calls. Over the course of this time, I went back to college, and used my XXXX XXXX. I worked XXXX jobs in order to attempt to pay the account down, but compounding interest on this account kept my NFCU account rolling over with another credit report each month. Over this time, my other debts were paid, with XXXX Bank and XXXX XXXX. I was given low interest opportunities through XXXX XXXX. They paid down those cards, and then paid them off completely with what I gave them. I tried to have XXXX buy NFCU 's debt, but Navy Federal blocked the request several times. In XXXX, without warning, my account was charged off during a period of unemployment that I recently had. Before the debt was assessed, I immediately requested a loan from family members for the remaining {$1000.00} balance that I had been paying on for 11 years. I paid it off the next day. However the damage that NFCU has caused to my credit rating for their unruly and unpredictable business practices is still there.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

Spring Hill, FL

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: On XXXX XXXX, I called Navy Federal Credit Union in regards to relief from XXXX XXXX and was told that because I have a " VA Loan '' that they can only offer a forbearance rather than a deferral of mortgage payments. I feel that this policy discriminates us veterans, especially in such a time of need.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

Chino, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

Columbia, SC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-15

Cockeysville, MD

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with explanation

Timely Response

2017-09-14

Washington, DC

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-14

Jupiter, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I have had numerous issues with my account since its inception ranging from incorrect account information ( I have been placed on several accounts by NFCU reps. ) to inaccurate information about fees and charges. Prior to the hurricane Irma I had charges on my account of {$79.00} which I did not make which placed a domino effect on my account. On yesterday XXXX/XXXX/XXXX I contacted customer service per two pending payrolls that I saw per my NFCU app one was for {$4000.00} which is from my work direct deposit and the other for {$270.00} which is my XXXX daughter child support. I requested that the funds be released to me early due tot eh storm Irma 's impact on my personally which I was advised that if the funds were released to me early it would place my account into the negative. At this time there were already numerous {$29.00} return check fees on my account which amassed during the storm and my inability for deposits to occur since there is no branch of Navy Federal in XXXX XXXX XXXX FL. {$1000.00} of my money was released on yesterday and I ask if there were any other pending incoming charges which would result in fees and I was told " no '' this was not the case but this morning while logging on to my account additional items were indeed presented which normally occur on automatic draft around the XXXX of the month and these resulted in additional fees from Navy Federal. This could have been prevented with the full release of my funds as requested. Additionally, I was told that my child support funds could not be released on yesterday but they were placed into my account and dissolved ( which should not have occurred ) on top of the {$1000.00} I placed int he account on yesterday to resolve any negative balance due to fees and overdraft which i have approved on my account to occur up to $ 500.As a victim of Hurricane Irma, a single parent with a disable child this matter is placing undue financial hardship and emotional stress on me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-14

NY

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: I paid My Credit in full twice and they reported it to the credit company as paid in full. They then placed the account back on my account and double charging me for the count and I now have a high credit utilization for both of my accounts, mines and the one I paid off as a authorized user on my Husband account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-13

MD

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/XXXX I have scheduled ACH from my Checking account at NAVY FEDERAL CREDIT UNION to pay my XXXX XXXX Credit Card in the amount of {$400.00} using Navy Federal online bill pay center. I have left only {$200.00} in my account DELIBERATELY to see what will happen with this transaction while there are insufficient funds in the account. I did that as a test before I switch everything ( checking and automatic bill payments ) from XXXX XXXX XXXX to Navy Federal. Navy processed the transaction on XX/XX/XXXX and on their bill pay online system it was showing delivered and there was a confirmation number. Day later I found out that it was not processed and I was charged with insufficient funds fee, {$29.00}. It was still showing delivered with confirmation number. Nothing in their online system indicated that this transaction did not process or that it was rescheduled. On XX/XX/XXXX ( week later ) I found out that it was processed AGAIN WITHOUT MY KNOWLEDGE OR CONSENT! This time there was more than sufficient money in the account. This is where things escalated : While speaking to Navy Federal Credit Union customer service representative, after insisting to know why the transaction rescheduled and processed without ANY INDICATION THAT IT WILL, representative informed me that they have a THIRD PARTY COMPANY THAT DOES THEIR ONLINE BILL PAY SYSTEM FOR THEM and Navy Federal has nothing to do with online bill pay system. Nothing on the online system shows, warns or indicates that I was leaving Navy Federal website and that I was redirected to third party site. It is all still ( at least it appears ) on Navy Federal official online banking website. Please refer to attached screenshots. What is the name of that bill pay processing company? What is their address? Website? Should I be warned that some other company other than Navy Federal is processing the payments I make trough Navy Federal portal? Should I not get " you are being redirected to another site '' warning? I believe Navy Federal online bill pay system is misleading and I have chosen to trust THEM with my finances, NOT some third party company. Please investigate, Kindest Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX Cell : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-13

Falmouth, VA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-09-13

Hamburg, MI

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response