NAVY FEDERAL CREDIT UNION

2017-08-11

Grosse Ile, MI

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-10

Montgomery, AL

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

2017-08-10

Oxford, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XXXX XXXX, 2017, I opened the Navy Federal Mobile App to check my balance. I noticed that there were two unauthorized transactions on my account. {$200.00} was taken from my account via a XXXX XXXX XXXX in XXXX, GA and {$300.00} was taken from my savings account via an XXXX XXXX XXXX in XXXX. I immediately called the toll free number provided in the app. I filed a fraud claim. In this claim, I said that the card was in possession, and I was unsure how anyone could access my account and remove money. I was informed that a full investigation would be made. I was given a provisional credit and told if the investigator had any questions, I would be contacted. On XXXX XXXX, 2017, I opened the mobile app to check my bank account again. I saw that the provisional credit was removed from my account. I immediately called the toll free number provided on the app. In this phone call, I was told my fraud claim was denied. I asked why no one contacted me to ask me any questions or inform me that my claim was denied. I was told that a letter containing this information was sent to me. To this date, I have not received this letter. I further inquired what I could do. The teller said I could leave a message on the voicemail of my investigator because it was after hours. I left a message. The next morning, I called again during business hours. The investigator refused to speak to me. The teller relayed the message that reason my claim was denied was I never reported my card lost or stolen. I informed the teller that I never lost my card, and that I said this in my original report. I was told to leave another message with the investigator, and I did so. I filed a police report with XXXX County Police Department and FBI Internet Crimes Complaint Center. On XXXX XXXX, 2017, I called the toll free number again because I had yet to be called back. The teller called the investigator, and he did not answer. The teller then called the supervisor of the investigation. I was told that he was in a meeting. I left a message with the supervisor. On XXXX XXXX 2017, I called the toll free number again because I had not received a call back from the investigator or his supervisor. The teller called the investigator again. She informed me that I would have to submit a formal appeal via mail or fax. I faxed a letter of appeal to Navy Federal on the same day. I received a call later in the evening from XXXX, the assistant supervisor in the fraud department saying that my fraud claim was still denied. I would need to get more information if I wanted it reversed. He gave me the addresses and times of the transactions. He told me the first transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX in XXXX . He said the second transaction was at XXXX at the XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX I called the XXXX County Police department to update my police report with the information I received from XXXX on the exact locations and times. They told me to call XXXX Police department because that is the city of one of the banks where the money was taken from my account. When I called XXXX PD, they told me to call XXXX PD because there were two transactions in different cities, and XXXX would handle it because that is where I live. I called the XXXX PD, and they sent an officer to my house to take the report. When he arrived, he said because the banks are outside of their jurisdiction they can not help me. On XXXX XXXX, 2017, I filed a police report in person at the XXXX Police Department. I was given a case number and told that I can pick up a copy of the police report on XXXX XXXX or XXXX. On XXXX XXXX, XXXX or XXXX, my mother calls Navy Federal. She speaks to XXXX. She asks for XXXX supervisor. He refuses to give her that information. She calls Navy Federal again to speak to someone else. The person informs us that our case is in appeal and that the person handling our case is named XXXX. On XXXX XXXX, I was called by Detective XXXX XXXX of the XXXX Police Department. He asked for my email address to send my forms to fill out with more information about the case. I filled out the forms and returned them to him the same day. On XXXX XXXX, I email Detective XXXX to see if there was an update on the case. He responded that he received the records from Navy Federal the day before. According to the records, the location of one of the transactions was not the XXXX XXXX XXXX on XXXX XXXX XXXX, as XXXX of NFCU told me, it was actually the XXXX XXXX XXXX in the the XXXX XXXX XXXX XXXX, which is the jurisdiction of the XXXX County Police Department. In the email, Detective XXXX says that he has forwarded the records to the XXXX County Police Department and the XXXX Police Department. On XXXX XXXX, I also send a message to Navy Federal via their online message center asking about the status of my fraud case. They inform me that the case is still denied. On XXXX XXXX, my mother and I call Navy Federal to find out more information on why the appeal was denied and why I was never contacted to be told the appeal was denied. We speak to XXXX. He relays a message from the fraud department that the case has been denied because the further information that I have provided ( a copy of the XXXX County Police Report and a copy of the FBI report ) was not sufficient information to change the decision. My mother asks to speak with XXXX, the appeal person handling my case, XXXX says that XXXX refuses to speak with us regarding the case. XXXX says they never received anything from us in writing. This is incorrect. I sent the information online through the NFCU message center and through the mail. My mother asks who she can speak to. XXXX transfers us to XXXX, a supervisor. XXXX says he can not help us because he is not in the fraud department. On XXXX XXXX, I call the XXXX County Police Department and explain to them the situation with the detective from XXXX. They explain to me that report should have been filed in XXXX since this is where I live and the fraud occurred at twXXXX locations. They transfer me to XXXX PD and XXXX explains to XXXX my situation. XXXX sends an officer to my house. He takes the police report. He says I can pick up a copy of the policy report in 3-5 business days.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-10

Union City, GA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-08-09

Rescue, VA

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

2017-08-09

Colo Spgs, CO

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: A company is charging me for something I have no idea for what. The company is what is read XXXX XXXX my statement called " XXXX '' for the amount of XXXX on XXXX XXXX 2017. I do n't know this company.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-08

Belvedere, GA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-08

Miami, FL

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

2017-08-08

Fresno, TX

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

2017-08-07

Chesapeake, VA

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

2017-08-07

Key Biscayne, FL

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

2017-08-07

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

2017-08-06

Lenexa, KS

Incorrect information on your report

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

Account status incorrect
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2017-08-05

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-08-03

Newport News, VA

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

2017-08-03

Lewisville, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: In XX/XX/XXXX I overdrew and account and all monies were paid back when I reopened the account in XX/XX/XXXX otherwise I would not have been able to reopen any checking or savings accounts. In XX/XX/XXXX they went into my account again adjusted it again for XXXX which was paid in XX/XX/XXXX. I disputed it and it was returned. My account was again offset in XXXX for XXXX. I filed a complaint with the federal reserve and all monies was returned again, As of XX/XX/XXXX the loss department headed by XXXX XXXX withdrew it again without notice. I explained that there are no monies owed or I could n't reopen the account he was crass and careless saying the money was owed without any evidence.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-08-03

Oak Glen, CA

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

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

Timely Response

2017-08-03

Ardmore, MD

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-03

Alameda, CA

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

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

Timely Response

2017-08-03

Columbus, OH

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-02

Las Vegas, NV

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: Electronic funds was deposited into my account. A monthly stipin from the department of treasury from the Veterin Affaris ; this is government issued pay ; not earn income. The first stipend from the VA includes back pay ; {$XXXX} ... ; going forward it will be {$XXXX} ... This money is suppose to be protected/expect from guarnesment. The moment the money was deposited in my account the same bank stole it to pay off previous credit card debt that was written off by the bank. This will cause financial hardship if this money issued back to me. Please help ; my and my family livelihood is relying on this money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-02

Warren, RI

Communication tactics

Debt collection: Mortgage debt

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

Timely Response

2017-08-02

Akron, OH

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-02

Clinchco, VA

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Complaint: got a car loan from navy federal XXXX.2014 for about XXXX. beginning payments were XXXX a month. got the opportunity to secure a personal loan through the same bank a year later. used to loan to " pay off '' my car ( i have my title so it cant be repoed ) payments increased to XXXX a month. been paying on this car for 3 years and still owe XXXX. ca n't tell me something is n't wrong with this picture. I can do math and I 've paid about 13k so far. I 'm paying dbl and it 's not right. I make half the money I did 3 years ago and the XXXX a month is too much. I 've tried to get the interest rate lowered several times with no success. All the bank offers is payment deferal and that comes with a price. I do n't mind paying what I owe, but I 've basically paid for this car already and still have 2 years of payments left. This is what 's wrong with this country now and why families ca n't stay afloat. No matter how they try to justify this it 's wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-08-02

Wallington, NJ

Threatened to contact someone or share information improperly

Debt collection: Other debt

Talked to a third-party about your debt
Complaint: I have unsecured Personal loans with Navy Federal Credit Union, totaling around {$60000.00} I fell behind on a couple of payments as my father was battling XXXX and had to provide the family with financial assistance. During the months of XX/XX/XXXX XX/XX/XXXX navy federal hounded my personal cell phone with phone call after phone call, threatening to take legal action, have me arrested etc etc. Mid XX/XX/XXXX I called into navy federal to bring my accounts current. For one of the loans I asked for a forebearance as the payment was too high, the representative told me the forebearancw was subject to approval, and that tHey 9/10 are approved. The representative I spoke to told me all my accounts were current and the forbearance was granted. About a week later navy federal started hounding my parents home phone number ( XXXX ) XXXX XXXX. This number is not listed by me on my profile for navy federal, so I have no idea how and why they were calling this number. On XX/XX/XXXX, a representative from navy federal calls my parents home phone number again. Sick and tired of these calls, my father tells the navy federal representative that he is me. She goes on to tell my father every little piece of financial information of mine. The amount of the loan, the type of loan, my monthly payments, how many days late the payment was. She gives him all this information without asking him any security questions to verify that it is actually me that 's speaking. On XX/XX/XXXX, I called navy federal, to bring my account current, and due to their employee error my aforementioned forebearance was not correctly process so my account was never brought current. I wrote navy federal an email regarding the issue of my financial information being exposed to someone who is n't me. No one from navy federal reached out to me regarding this matter at all. So after 2 months I reach out to them again, and they stated the phone call was never recorded, which is n't true, because when I initially filed the complaint a navy federal representative did confirm the number was called and they listened in to the phone call and they will reach back out to me. They say their protocol for outbound calls is that if someone states they are the person who navy federal is looking for they can share financial information. I get it, that 's a policy. But to a certain extent It should be navy federals due diligence to know if the person on the phone is really who they need to speak to. Their representative gave explicit details about my account like what type of account it is, how much the monthly payments are, if that was really me on the phone do n't you think I would know all this stuff already? Like where 's the feduciary duty that 's owed to me? I reAched back out to Navy Federal on XX/XX/XXXX, And spoke to a representative in regards to the Mis handling of my private financial information. At first the representative claimed the phone call was n't recorded, and after I told her it was recorded because I spoke to someone else in regards to this matter before. She then went on said the phone call was disconnected and no information was given out, which is false, bc the person who my info was given to knew the type of loan it was, my monthly payments, along with the amount of the loan. But my issue is the level of integrity on navy federal end, to say the phone call was not recorded. Like how does the representative I just spoke to know that the phone call was disconnected and no information was given if the phone call was n't recorded? It makes no sense to me. My father is a XXXX patient that did not need any stress, and navy federal caused his condition to worsen and caused a huge rift in my family. I did not want them to know of any of my finances yet my entire financial freedom was ripped from me in one phone call. If any farther detail is needed please feel free to reach out me. My number is XXXX XXXX XXXX, my email XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response