NAVY FEDERAL CREDIT UNION

2017-08-24

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-08-23

Northside, NC

Can't contact lender or servicer

Payday loan, title loan, or personal loan: Title loan

Complaint: I had an auto loan with Navy Federal Credit Union. Towards the end of the loan term, they stopped sending statements and denied/blocked online access to current account information so I just paid my loan installments up until my records showed it was paid in full. Five months later in about XX/XX/XXXX, Navy Federal repossessed my car. I called the police and was surprised to learn NFCU had my car repo 'd. I called NFCU right away and spoke to not so nice " customer service reps '' who went about the schpiel that I owed them a balance along with the repossession fee etc. To their surprise I paid it that day without question and continually followed up for the status. Once they knew I was paying them right away, the reps started to speak to me as if I were a human being, but it still took two days for them to confirm receipt of my payment and provide a release to the tow truck company and I got my car back. In short, I paid off the loan to Navy Federal 's satisfaction right away upon learning there was a balance according to their records. I requested they send me an account detail of the loan balance and all payments as well as documentation that my auto loan was satisfied. I wanted both because my records show it was already paid, but they wanted $ XXXX more, so knowing NFCU 's unfair lending and debt practices, I wanted their records to compare with mine. NFCU advised that I had a cease and desist letter on file with them which prevented them from sending me statements for the months they said I owed installment payments and that I would have to request the cease and desist order be revoked. I asked for evidence of the cease and desist order because I am not an attorney and did n't know how a cease and desist order was placed on my file preventing them from contacting me. I have other accounts and loans with NFCU and they never stopped calling or mailing me statements for those. Dealing with NFCU is difficult. They make it so intentionally. Eventually, I was allowed to see the statements for my auto loan online, but the last record was XX/XX/XXXX, and the statements online never updated reflecting that I paid the loan in full. So that 's the background. I got my car back after paying their demand, all fees etc. It 's been over two years since I 've satisfied this loan. I 've been trying to get a letter confirming the loan is satisfied and or the title, lien release - something. Navy Federal has ignored all my written attempts to receive this. The auto has over 100k miles and I just need the title or for NFCU to acknowledge I paid the debt to remove the lien, which is still reflected in the vehicle registration with the DMV, but NAVY FEDERAL wo n't respond. In short, I want a letter of satisfaction and/or lien release for this vehicle that barely runs, and for which I have satisfied the loan. NFCU 's lack of response is intentional - it must be because I never even received a letter refusing my request. Ignoring a written request is very much in line with all the other illicit NFCU practices that I 'm sure are illegal - like moving my funds from my bank account to apply to loan installments not yet due, denying online access to accounts, removing payment options online thereby making it harder to pay them so they can collect late fees, or taking my payment and putting the payment on account as unapplied while payment after payment accrues as " pending '' & charging late fees as a result, etc.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-08-23

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-08-21

San Diego, CA

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2017-08-21

Columbus, OH

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

2017-08-21

Carlisle, MS

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-18

Schuyler Falls, NY

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 it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-18

Massena, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

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

Timely Response

2017-08-18

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

2017-08-18

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

2017-08-17

Fred, VA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

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

Timely Response

2017-08-17

TX

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: I am writing to dispute the following information in my file. I recently reviewed my credit report. The credit report shows multiple inquiries i dont recall authorizing. I understand that you shouldnt be allowed to put a inquiry on my report unless i authorize it. Please remove as it is making it hard for me to acquire credit. Navy Fcu Inquiry from XXXX XXXX 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX3, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXXXXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017 + Credit Union Navy Fcu Inquiry from XXXX XXXX, 2017
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-16

Fred, VA

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Complaint: Due to medical and financial situation, on XXXX XXXX, 2017, we filed for bankruptcy protection. We did n't include our bank, Navy Federal Credit Union on our petition, since are trying to maintain a good relation with the bank. Two weeks ago I tried to get gas in my card, to find my credit card did n't work. I called XXXX XXXX XXXX, they stated my credit cards and loan have been canceled, since they found out through my social security we filed bankruptcy. We received no noticed from Navy Federal about what they had did. On XXXX XXXX, 2017, we amended our bankruptcy petition, to include Navy Federal Credit Union. The same day I hand carried a copy of our petition to our local branch in XXXX, VA. The agent faxed and scanned a copy to the bankruptcy department. After the agent faxed the documents, she tried to call to confirm they received the documents, no answer. I called and talked to XXXX XXXX, I asked him did he received my bankruptcy papers, he stated yes, with a rude tone, asking me if I had a lawyer, and letting me know there were a balance of {$480.00} owed to the bank. I advised him, my government retirement will be in on XXXX XXXX, 2017, federal law the bank can not take that money from our account, since we filed bankruptcy. Our son, which is the primary owner, has a military checking and savings account. He went to pay his rent and found out he was short by {$480.00} from his account. Our son told us Navy Federal Credit Union have taken money from his account without his authorization and ca n't pay his rent. As you know Navy Federal Credit Union knowingly commit fraud, while taking money from our son 's account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-16

Lynn, MA

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: Navy Federal Credit Union foreclosed on my second mortgage XXXX 2014, prior to my XXXX XXXX with the XXXX even after I submitted to them a letter by the XXXX XXXXXXXX of the XXXX center explaining why I was not being paid ( a flood in the payroll building ). I was told by Navy Federal 's representative that my loan was " written off '' and I would receive a XXXX that I could not make any payments on the loan. However, yesterday I tried to apply for a pre-approval of a mortgage learning that my loan was not forgiven but rather being listed as negative debt.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-15

Tubac, AZ

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: XX/XX/XXXX I had a XXXX was in hospital 45 days. Got out end of XX/XX/XXXX. XX/XX/XXXX had another XXXX. Was unable to XXXX XXXX etc. Got homer XX/XX/XXXX. Got letter from navy federal credit union saying they closed my credit card acct cuz I had n't made payment. So I called them. I have the person who I talked to. But anyways she says well you should have called us and let us know. Are you kidding me. I could n't XXXX etc. So they closed my acct. XXXX I was planning on making a payment when I got paid and I wanted to keep my credit card open. They would n't work with me. I told them I would be happy to send of XXXX worth if hospital paperwork for proof. No they just closed my acct. Why ca n't they work with ppl. I have been with nfcu for years and this is how they treat their customers. Awful
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-15

Tampa, FL

Closing your account

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

Company closed your account
Complaint: Hello, In XXXX of 2016, I received a phone call from Navy Federal CU/Credit card division that they were offering me a special to bring my account current for two months and that in XXXX my account would go back to its current amount due. I had lost my job earlier that year and was having a hard time finding another one. In XXXX, when I went to make my payment ... .the account was still past due and the representative told me that she could not honor that agreement. I asked what was going on and basically I could n't get an answer. I was confused by no-one helped me. Instead, they closed my account and brought the entire debt due. It 's disappointing because I had other credit card companies that worked with me every step of the way and got paid off. Of course, this has negatively impacted my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-14

Arsenal, AR

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-08-14

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

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

Timely Response

2017-08-14

Atlanta, GA

Incorrect information on your report

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

Account information incorrect
Complaint: I was shocked when I reviewed my credit report and found late payments on the dates below : Creditor : NAVY FCU Account # : XXXX I was never late 30 days in the month of XXXX 2017. I have always made my payments on time. I am not sure how this happened. I believe that I had made my payments to you when I received my statements. My only thought is that there was a billing error with my statement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-13

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: I have several unauthorized inquiries on my credit report. I am a victim of identity theft, and I have been in the past. I did n't give any consent to open any new inquiries. Immediately remove these inquiries off of my credit file within 5 days please. I have took the necessay step sending you several certified letters through the mail and I have n't gotten a response from any companies in a total of 90 days. No account or inquiry can be verified without any documents. According to the FCRA, by law unverifiable signatures or unverifiable documents ca n't be verified verbally. 1. XXXX XXXX XXXX XXXX XXXX, 2017 2. XXXX XXXX XXXX XXXX, 2017 3. Navy FCU XXXX XXXX, 2017 1. XXXX XXXX 2. XXXX XXXX 3. XXXX XXXX 4. XXXX XXXX 5. XXXX XXXX *
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-13

Brentwood, TN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On X/XX/2017 I called NFCU to let them know I wanted to dispute a charge from a company that I just had repaired work done to. NFCU, stated that it would take up to 10 business days to receive a provisional credit. NFCU has been negligent in responding to my claim and has failed to contact me regarding any steps in this process.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-12

San Antonio, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: Navy Federal Credit Union ( NFCU ) still has not validated the debt that they believe I allegedly owe. I attached a document of proof with this complaint. One or more of these deposits were stolen from my account by NFCU when NFCU restricted my account. When validating the debt, NFCU needs to explain where those deposits went. Also, NFCU continues to report unwarranted/ inaccurate, negative, defaming and derogatory information on my major credit reports. I have continuously asked them to remove the information but to no avail. Another complaint here is that Navy Federal Credit Union ( NFCU ) still has not paid me redress for illegally restricting my accounts during XXXX-XXXX in accordance with File No. XXXXXXXX-XXXX. I ask again that NFCU remove all inaccurate, negative entries from all credit reporting agencies for reasons stated below : NFCU unfairly restricted access to my accounts. By NFCU restricting access to my accounts, I did not have the same opportunities as other NFCU members to view, update, and address fees that may have been applied to my account. As such, any fees or late notices that were applied to my NFCU accounts during this time should not have any bearing. This includes all late entries and charge-offs on all of my NFCU accounts that are currently documented with all major credit reporting agencies. Also, NFCU stole my VA XXXX payments that were given to me by recurring, automated deposits. NFCU used it to pay on credit card debt without my permission. I could not stop the automated payments because ( 1 ) my account was restricted so I could not transfer the money out of my account and ( 2 ) because it takes/took two months from the time the VA was notified to stop recurring payments from going to my account and switch it to another. According to the Department of the Treasury, taking any VA XXXX XXXX from a XXXX is illegal. For redress, I simply ask that NFCU remove all negative entries from all my major credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-08-12

Jacksonville, FL

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

2017-08-12

Cleveland, OH

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

2017-08-11

N Haven, CT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response