NAVY FEDERAL CREDIT UNION

2017-08-31

Bowie, MD

Applying for a mortgage

Mortgage: Other type of mortgage

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

Timely Response

2017-08-31

Jacksonville, FL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On XXXX/XXXX/XXXX My checking account with Navy Federal Credit Union was negative {$89.00} and I had several transactions pending, which I knew would cause several overdraft fees if left as is. That day, I checked my account balance several times throughout the day to make sure the pending transactions were not yet released. So that evening around XXXX I believe I made a CASH deposit of {$90.00} via branch ATM and I was then at a positive balance of XXXX cents. I have the receipt to prove it. Next day I check my account and find they XXXX hit my account for {$60.00} in overdrafts, with additional overdrafts to come due to the negative balance now. Cash deposits are instantly credited, and I had the money in before the pending transactions cleared. The bank simply blew me off, stating the transactions had already processed but I dispute this and my receipt is proof. And the fact it was a Monday, I know nothing happened over the weekend. I also made a deposit with a negative balance and have that receipt as well to prove what it looks like to deposit to an already overdrawn account, as they tried to say it was the first time around. I spoke to the branch XXXX I think her name was XXXX XXXX. And she could n't explain why my receipt shows a positive balance before and after cash deposit, when their argument was the overdrafts were already assessed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-31

Norwalk, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: This month, on XX/XX/XXXX, my loan payment of {$450.00}, which was due on XX/XX/XXXX, was mailed to Navy Federal Credit Union by my bank XXXX. Navy Federal Credit Union said that they did not receive it until XX/XX/XXXX. I normally order payments from my bank to be sent 10 days before the money is due. This problem has occurred twice before within the last year, and I believe that Navy Federal Credit Union is delaying the processing of incoming checks rather than marking them paid on the same day that they are received. I would like an investigation of their bill processing practices, since I think that 9 or 10 days should be sufficient time for checks to be mailed and processed in. I asked to speak to an upper level manager of XXXX XXXX XXXX, but the supervisor with whom I spoke refused to transfer me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-31

Glenn Dale, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2017-08-30

Tulare, CA

Managing an account

Checking or savings account: Other banking product or service

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

2017-08-30

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

2017-08-30

South Florida, FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX/XXXX XXXX XXXX MN XXXX XXXX XXXX TX Navy Federal FCU placed 2 inquiries instead of 1 XX/XX/2017 Re : Unauthorized Credit Inquiry To Whom It May Concern : I recently received a copy of my credit report. The credit report showed a credit inquiry by your company that I do not recall authorizing. I understand that you should n't be allowed to put an inquiry on my file unless I have authorized it. Please have this inquiry removed from my credit file because it is making it very difficult for me to acquire credit. I have sent this letter certified mail because I need your prompt response to this issue. Please be so kind as to forward me documentation that you have had the unauthorized inquiry removed. If you find that I am remiss, and you do have my authorization to inquire into my credit report, then please send me proof of this. Otherwise, please note that I am reserving the right to take civil action if necessary.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-30

Tacoma, WA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: Company : Navy Federal Credit Union ( NFCU ) At the time we applied for XXXX XXXX XXXX XXXX card, appx. XX/XX/XXXX, we were eligible for a promotional balance transfer rate of 0 % for 12 months. When we received the card, appx. XX/XX/XXXX, we called to inquire about how to take advantage of the offer and were told to initiate the balance transfers online through our NFCU account and the promotional rate would be automatically applied. We were never told that the promotional rate was nearing expiration and were never notified the promo rate had expired when the balance transfers, in the amounts of {$12000.00} and {$10000.00} ( total {$23000.00} XXXX posted to the account appx XX/XX/XXXX. We did not discover until just a few days ago when I went online to schedule a payment, appx. XX/XX/XXXX that the promotional rate was never applied. I only noticed this when the balance seemed higher than it should have been. It took me several minutes to navigate their online system to find my statement, but when I did locate it, I saw there was no promo rate. When we called to inquire, we were told we had to submit a formal request/grievance for an exception, which after indicating it " probably wo n't be a problem to fix it, '' we were notified today, XX/XX/XXXX was denied. Their reasoning was 60 days have passed since our balance transfer was initiated so they were not honoring their offer. We feel this is unacceptable. We were not notified at the time we called to ask about how to take advantage of this offer that the offer had expired or was nearing expiration and thus followed the instructions we were given by NFCU staff. We were also told at the time we spoke to a representative that if we had any issues with the promo rate not applying automatically, to call and it would " be taken care of, '' which we did immediately. Then, after we were told it " probably wo n't be a problem to fix it, '' they denied our very reasonable request. We feel we have been essentially duped into paying HUNDREDS OF DOLLARS in interest and I have notified NFCU that I am submitting a formal complaint with the consumer financial protection bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-30

Chandler, AZ

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2017-08-29

Clayton, AL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I have been having a problem getting a dispute taken care of for several months now. On XXXX XXXX, I made a purchase with a company by the name of XXXX XXXX. I was supposed to receive some cosmetic products, but they were never shipped and I requested a refund. I have not heard from the company since so I sent a dispute to NFCU for a refund of the transaction. I submitted and faxed my information on XXXX XXXX, and received no details on the case at all. I contacted NFCU business services and they said they had no record of the dispute. So I filed another, and a month later still no response or even acknowledgement they received anything. I have sent the information to their mailing address, their fax number, even sent messages to them through their online page with no response. I can not get anyone to help me. Included is the charge. It is for {$7900.00} Even if I did agree to pay a 20 % restocking fee in the application ... ..I never actually received anything.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-28

Chesapeake, VA

Fees or interest

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

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

Timely Response

2017-08-28

Quartzsite, AZ

Incorrect information on your report

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

Public record information inaccurate
Complaint: I recently filed complaint ID # XXXX against Navy Federal Credit Union ( NFCU ) for fraudulent white collar mortgage fraud and RICO statute against me. You received a very eloquent and prevaricated response from XXXX XXXX ( NFCU ) Supervisor, Mortgage Default Management, XXXX, extension XXXX. She stated that NFCU never transferred {$5000.00} from any of my bank accounts to my mortgage which is not what I claimed. I said someone in NFCU had been entering my accounts and electronically transferring money under the guise of fees and payments without benefit of a clear delineation of who authorized what action and where the funds were being placed. The {$5000.00} that is pertinent to my account was removed by means of collusion with XXXX XXXX for a foreclosure that never took place which is financial fraud and a federal offense. NFCU from the CEO on down were privy to the opening and closing of Escrow # XXXX, on XXXX XXXX XXXX. Someone in the NFCU chain of command decided that not only would they pilfer money under the guise of legitimacy, they also reported the sale of my house as, " foreclosure redeemed. '' There was no foreclosure or abandonment of my house. I sold it in preparation to move to another state for imminent employment. Please send my the necessary CFPB form so I can provide you with written and/or electronic endorsement to audit my NFCU bank records for aggregate evaluations of any and all transactions. This is not an isolated incident. NFCU has shown the propensity to commit acts of bank fraud and financial collusion against a myriad of its member/patrons. Please refer to the following website for documented elements of alleged financial crimes and customer complaints. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-28

Lusby, MD

Applying for a mortgage or refinancing an existing 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

2017-08-28

Columbia, MD

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-08-28

Dallas, GA

Closing your account

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

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

Timely Response

2017-08-25

MN

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I had a auto loan through Navy Federal Credit Union starting in XXXX. The loan was for a higher interest rate than I would have like but at the time I needed a vehicle and it was the best offer the bank would provide. Long story short, I went through some hardships such as divorce and job loss and tried to re-finance the vehicle but never received a response from the bank or any assistance on plans to make lower loan payments. The vehicle was then repossessed and auctioned and the remaining balance was my responsibility according to the bank. So again I was put on a payment plan however the payments were too high to keep up with and fail to continue to make them. I had a direct deposit going to the account that Navy Federal never debited nor did they provide me a way to pay the loan using my online portal. Once I switched jobs again and setup direct deposit to my checking account Navy Federal just decides they are going to take 90 % of my deposited paycheck without any warnings or notification. During this time I ask to have some of the fund returned back to the account but was denied on XXXX/XXXX/XXXX @ XXXX cst and on XXXX/XXXX/XXXX XXXX cst by two different customer service reps who claimed to not have the authorization to return the funds. I also express I have a court order to pay those funds to Child Support enforcement and that typically those funds would not have been placed in the account since they are deducted straight from my paycheck. Again I was denied and instructed to call back on XX/XX/XXXX XXXX/XXXX/XXXX. Banks acting as collections agencies should not have the ability to, without warning and justifiably garnish your paycheck.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-25

Fred, VA

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-25

Blythewood, SC

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

2017-08-25

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2017-08-25

Vinegar Bend, AL

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-25

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2017-08-24

Bel Alton, MD

Fees or interest

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

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

Timely Response

2017-08-24

Finksburg, MD

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: Called NFCU with Financial Counselor from XXXX XXXX XXXX XXXX, XXXX XXXX. NFCU was able to locate the debt and I was ready to make a payment settlement. However, NFCU would not allow me access to the collection debt without giving a telephone password. I am currently in basic training at XXXX and I did not know the secret password however I was able to give all identifiable information, but NFCU would not allow me to make a payment towards the debt without knowing the telephone password. NFCU stated that I would have to mail them a letter requesting the removal of the requirement of the telephone password. I am currently in basic training and unable to break away from training to fax a request or mail a request for NFCU. I was ready to make a debt settlement payment but NFCU refused to take any payment until the password requirement was removed. I do n't remember the password and I am unable to break away from basic training because of duty requirements. NFCU has the debt and has complete access to the debt but will not allow me to pay towards the debt even though I can give any and all personally identifiable information over the phone.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-24

Bristow, VA

Closing on a mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-08-24

Arlington, TX

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response