NAVY FEDERAL CREDIT UNION

2017-07-25

Wdbg, VA

Credit limit changed

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

2017-07-25

MD

Took or threatened to take negative or legal action

Debt collection: Other debt

Sued you without properly notifying you of lawsuit
Complaint: XX/XX/XXXX CFPB Case # XXXX XXXX and XXXX from XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX XXXX Please review the updated response/request from NFCU once my Payment Protection Plan Eligible was applied for the timeline in question. I dont know what to do next. I called NFCU about the status of posting the XXXX XXXX Funds to my NFCU account and to inquire as to why XXXX XXXX XXXX are still handling my account and planning to take me to court after the money was clearly posted and I clearly qualified for protection during the cancelation period. It is very frustrating that NFCU is not honoring that I qualify for coverage and my accounts should not be in collections. NFCUs response to my dispute in was : Coverage was canceled on XXXX XXXX Home Improvement Loan ending in XXXX on XX/XX/XXXX and coverage on the XXXX Account was canceled on XX/XX/XXXX. However, if the protected event occurred while XXXX XXXX coverage was in effect, she may still be eligible for Protection Activation. On XX/XX/XXXX XXXX XXXX XXXX initiated the contact to XXXX XXXX about my protection coverage. On XX/XX/XXXX I received a letter from XXXX XXXX stating Your credit union has notified us of your XXXX Please complete and submit documents On XX/XX/XXXX I received a letter from XXXX XXXX XXXX stated that After a review of my request for Benefits for XXXX ; payment on my account have been WAIVED for the period of XX/XX/XXXX through XX/XX/XXXX. Now NFCU acts like the situation is resolved and it is not. I spoke with XXXX XXXX at XXXX XXXX Now that the XXXX XXXX has been posted, the ball has dropped again. The dates are in the timeline of the cancelation on my NFCU Accounts. XXXX XXXX XXXX stated that the situation was out of his hands and that he would reach out to a supervisor. I have constantly stated that I have every intention of paying my NFCU Debt in full however, it is clear that my accounts should not have gone to the outside collection agency of XXXX XXXX XXXX. I still have to communicate through XXXX XXXX XXXX for a payment arrangement that would not have come to past if the XXXX XXXX was posted as stated by XXXX XXXX Branch. Im not satisfied with the resolution. My court date is XX/XX/XXXX in XXXX County at XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-25

Tracy, CA

False statements or representation

Debt collection: I do not know

Attempted to collect wrong amount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-24

Woodstock, GA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I have previously provided Navy FCU the Official Investigative OPM Notice of compromised personnel files, along with my statement regarding ID theft/fraud associated with the Navy FCU Account, XXXX .... On XXXX XXXX, 2015, after Navy FCU received a payment of {$420.00} and notice of the ID theft/fraud associated with the card, Navy FCU charged off {$22000.00}. The balance at the time showed {$21000.00} but Navy FCU charged off {$1200.00} more than the balance on the account and placed deleterious information on each of my credit reports. Navy FCU has repeatedly refused to provide to me the information which I have the right to obtain from a debt collector that being strict proof of my obligation to pay this debt when I have contested it as fraud. According to the OPM Notice, had Navy FCU acted timely, there was a method in place to be compensated but Navy FCU simply passed the debt off as mine and has remained stalwart in their position. On information and belief, Navy FCU perfected fraud when they placed an up charge on the account in the amount of {$1200.00}. Further, Navy FCU has refused to validate the alleged debt, a violation of FCRA. Due to the identity theft and the fraudulent purchases associated with the account, Navy FCU should respect the OPM Notice and the fraud report and either block this information from each of my credit reports or block this information from my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-24

Southern Pnes, NC

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: In XXXX XXXX, Navy Federal filed a claim for me with XXXX XXXX for me having involuntary unemployment. XXXX XXXX responded that they would be denying the coverage because at the time of the coverage, I was not working 25 hours a week. XXXX asked me about this, I stated to them that in XX/XX/XXXX, that I was not working those hours. The company continued to bill me. XXXX XXXX advised me X/24 that Navy Federal owes me 3 years of back pay for the coverage that they knew that I was never eligible for. The bank had a supervisor and the supervisor stated that although I am not eligible for it, I should have cancelled it within 60 days of getting it and although I am not eligible for the coverage, they would continue to bill me. The company also refused to give me information for their corporate office to speak to the person who is over customer relations or give me any more information and stated that they would keep billing me and there is nothing that I can do about it. I am upset that they intentionally took my money and knew that I did not qualify for a product and still want me to pay for that product.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-22

Miami, FL

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

2017-07-21

Fairburn, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-07-21

Brooklyn, NY

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Complaint: So Navy Federal takes every penny that goes into my account out automatically to pay for a credit card I 'm behind on. If I put {$5.00} in my account, the next day it 's subtracted with a message saying " Tranferred to Credit Card ''. They are saying this practice is legal and they do n't have to give me my money back. I was wondering if this is the case? If so that 's fine and I 'll just open another bank account elsewhere. I just found it strange that a bank can continuously take funds out of your account for a past due card without your authorization. I 've been forced to open an account with XXXX XXXX because Navy Fed was completely cleaning out my account everyday without my permission. This just does n't seem right and they refuse to give me back anything. Please advise, thanks!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-20

Lewisville, TX

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: ( Deposit depend on a certain of the ATM then XXXX XXXX. is cut off time ) Why does the ATM cash withdraws post before any transaction ( first when you have multiples transactions )? Next why is there a early cut off when cash with draws vs. making cash deposits with the ATM? We were told it is noting in writing but it the way your Credit Union look at the items. All Navy Federal Credit Union Board Members : My Civil Right have been violated by Navy Federal Credit Union! The purpose of this letter is to outline the facts of XXXX ( Manger or Supervisor of Navy Federal Credit Union ), XXXX XXXX has become her personal target! ( XX/XX/2017 ) It has been brought to my attention that XXXX has a special file with my name on her desk! It is my understanding that she has alerted every employed who tapes into my account to send all calls to her desk. I am on a list that she has personally target due to the fact of my race, age and XXXX. She has benefited from not waving fees that she knows that should not be on my checking account. As she stated the rules and regulation does vary, but after asking her to provide documentation of some of our concerns she stated she could not! Being hearing lost I was also able to tape record her statement. I prepared to proof the events that I was personal target after she hung up in my face! I called back and latter was told a lie that XXXX made certain statement to her. But XXXX was not on duty! So why did the Staff member lie about XXXX being on duty! Who took the call? Later she told me she talk to XXXX and XXXX a Manger, Several times I requested to speak with the persons. I was hold for over 15 minutes only to find out the true identity of the person which is ( XXXX XXXX ), was the person expressing her thoughts to the young staff member. XXXX did not want to talk to me after she hung up in my face! Was it true she gave out instruction on my file for no one to touch my account pass all calls to her personally. ( read her notes ) This is a true form of retaliation! Retaliation against a person with XXXX who filed a complaint with a government agency is unfair. Yes, I filed a complaint against Navy so to get back at me then to participate unprofessional behavior is unlawful. Did the CEO direct XXXX to target me or retaliate against me for what reason- my formal complaint. I am filing a complaint against Navy with discrimination, and requesting the Board to investigation my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-20

Galena, OH

Opening an account

Checking or savings account: Other banking product or service

Unable to open an account
Complaint: I keep getting bounced from department to department. I filled out all required forms and documentation and sent to NFCU, including their affidavit of forgery. I never had any products with NFCU yet nobody seems to be able to help. Every time I call they keep pulling up accounts that someone opened using my identity.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-19

Canton, OH

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-19

Cape San Blas, 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

2017-07-19

Fort Lee, VA

Incorrect information on your report

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

Account information incorrect
Complaint: For roughly 5 months I have noticed that there has been an incorrct credit report in regards to an auto loan I had taken with navy federal bank in XXXX. Whenever I made a payment it would not reflect on my credit score, therefore stating that i owe more than what i did. On my credit report it would also state that the last update was done sometime in XXXX XXXX. Approximately 2 weeks ago, I had called navy in regards to this issue and they made no efforts to resolve this issue. It has bought my credit score extremely low, and other creditors have lowered my credit card limit because of my credit score. My credit score currently says I owe XXXX. But my account balance with my bank says I owe XXXX which is the correct amount. I would really appreciate an investigation on this matter. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-07-18

Atlanta, GA

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: Navy Federal Credit Union allowed for a credit card to be opened in my name fraudulently. I have contacted Navy Federal Credit Union, XXXX , XXXX , and XXXX and made them aware that this account was opened in my name fraudulently and I have not been assisted. I was the victim of identity theft and I have over the past several years had accounts opened in my name fraudulently using my correct personal information, and this account is one of them. I have written to Navy Federal Credit Union about this matter, but they continue to hold me liable for an account that was opened in my name fraudulently. I have received no assistance at all from NFCU in getting the account closed out of my name and off of my credit reports. When I have tried to call in about the accounts I have received no assistance at all. The partial account number is XXXX XXXX / XXXX /2017 credit limit {$24000.00} is what shows on my credit report. This is not my account and is fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-18

Oxford, GA

Other features, terms, or problems

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

Other problem
Complaint: Account # XXXX I have been a Navy Federal Member since joining the Military in XXXX . While in the military I was approved for a {$4000.00} line of credit with your company, I strongly believe the employees at Navy Federal saw me as fresh meat and prowled on my ignorance when it came to credit at that time. While having the account there were times where my bank card would be shut down due to non-payment, I had no issues making my payments while enlisted so I am not sure why that happened. When I would call customer service they would state that my bank card and account was locked until I made a payment. Mobile banking was also not an option for me when this would happen. I would go to the store and try to make a purchase and my card would come back declined, totally embarrassing. I transitioned out of the military and I did not gain steady employment until XX/XX/XXXX and my first paycheck was completely drafted from my account by navy federal, my plan was to begin payments as soon as I got paid but not my entire paycheck, I was mortified that this happened to Me. This account has been a nightmare since I opened the account. I did n't realize this was an institution that tricked their consumers in to credit accounts with first giving them knowledge. The young lady who opened the account pressured me to open this account because she fed off of the fact that I did n't have any credit and did n't know anything about it. I was also a victim of the lawsuit against navy federal practicing unlawful tactics to scare their consumers. Respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-07-18

Herndon, VA

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

Timely Response

2017-07-18

Inglewood, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I had deposit a XXXX check towards the auto loan and it stated my next due date will be XXXX 2020 but now they adjusted the loan without my knowledge and say my next payment is due next month. I no longer have a car. The Gap coverage refuse to pay there part on the loan. They have not reach out to the insurance company. I have been doing all the work and stressing out over them paying there part for this auto loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-18

Cheltenham, PA

Written notification about debt

Debt collection: Mortgage 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

2017-07-18

Alexandria, VA

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Overdrafts and overdraft fees
Complaint: i have a personal account and business account with navy federal credit union.i wrote a check by mistake for about {$18.00} from my business account and three checks totaling about {$11.00} or {$12.00} from my personal account.They closed and charged off my business account and, trans fered about {$140.00} in overdraft and fees to my personal account and now want about {$340.00} in overdraft and every 5 days {$38.00} late fees.can you help me? I am a XXXX YEAR OLD XXXX XXXX XXXX XXXX, XXXX XXXX VETERAN, ON SOCIAL SECURITY {$690.00} AND VETERAN XXXX {$130.00} A MONTH INCOME.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-07-17

Guthrie, NC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2017-07-17

Jacksonville, FL

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Complaint: On or about XX/XX/XXXX , I took out a personal loan with Navy Federal Credit Union. In addition, I purchased a payment protection plan. It is referred to by Navy Federal as P3 coverage. ( See Promissory Note ) Sometime within the next six months, after the commencement of the loan, I was unable to make my payments and found out Navy Federal did not submit a claim on my behalf to cover my inability to make the monthly payments. At the time of issue there was a constant back and forth with Navy Federal about filing the claim, they just refused to file a claim for the P3 coverage. I never understood their position then or now. Time passed and I just moved on. I was no longer contacted about the loan, so I thought it was settled. On or about XX/XX/XXXX , I attempted to take out an auto loan at Navy Federal Credit Union. I was told inside the bank that I defaulted on a previous loan and that Navy Federal will continue my checking account but will never do a loan for me ever again. I became quite annoyed by the idea that I was responsible for a defaulted loan when I knew and remembered the situation was out of my control at the time. As instructed by Navy Federal I contacted the Loan servicing department at Navy Federal, and went over the entire events of the defaulted loan. As discussed, Navy Federal sent me copies of my promissory note, a payment timeline for me to review. I was told at the time to write to Navy Federal Credit Union. XXXX XXXX XXXX , XXXX , VA XXXX to further make a complaint. <P/> In the meantime, on or about XX/XX/XXXX , I went back to the bank with my mother to see if they would do the loan in her name only. We both remember that we were treated horribly that day. I know we came close to XXXX which is the bank closing. Although, we were outside, it was storming and I needed to bring my elderly mother inside, so it was almost XXXX when we finally got inside. The reason this is relevant is because were treated horribly. The discussion ranged from. " you know you could do this over the phone or online. '' and if we are closing now you should just do this online. I had misplaced my mother 's FL ID, and was told we cant help you, and they wanted us to leave. I then asked, " since we came all this way can you just help us. One lady said, if someone here can vouch that you are a customer we may be able to help you. She left the office and came back and said, " No, we will not be able to help you. '' There was an unpleasant exchange because, another employee stated, even though she may know you from before, you have n't banked here long enough for her to vouch for you. Given who I am, I did not let it go because she was acknowledging she remembered us. But would not vouch for us, if she does not want too ( at this point it was very rude ). She did not want to accommodate us and proceeded to say it was because, " the privilege of not having ID with you, was reserved for long time members. I made a remark about them discriminating against us and we left. They were mean toward us and It was continuous, and it started when we came in and no one seemed to want to help us. <P/> The next day, we did what they suggested, and reapplied in my mother 's name only, but she was denied, ( See ltr. Attached ). I then restarted my investigation into my defaulted loan. On or about, XX/XX/XXXX , upon speaking with, Consumer loan servicing, Supervisor XXXX , she spent an hour on the phone with me from XXXX - XXXX , discovering what happened with the defaulted loan. She was very interested in helping resolve the issue. We did a 3-way call together and called XXXX XXXX . She heard them say it was Navy Federal 's responsibility to have filed the claim in question. I was given an email to contact XXXX , as we agreed, to have a letter to support the conversation sent to me. ( XXXX ). <P/> I sent the email and inquired with XXXX XXXX , the P3 insurer, about sending me a letter. On Monday, XX/XX/XXXX , the contact at XXXX XXXX , XXXX XXXX , confirmed that a claim was never filed with them by Navy Federal. XXXX XXXX further stated the onus for making a claim was on Navy Federal and they neglected to file one. She researched the issue and found no claim was ever filed. The same day she agreed to send me a letter with an overview of our discussion. No letter was received and she has been unable to contact since the conversation on XX/XX/XXXX . On the same day, almost fifteen minutes after, XXXX XXXX called me, XXXX , Navy Federal Supervisor, called me. She said, she believed me in what happened and would send me a copy of the P3 agreement, but there was nothing more she could do to help me. ( although she did call and follow-up as she said she would, the conversation was cold and abrupt. ) Again, I was frustrated, when I heard an acknowledgement of fault and no desire to take responsibility for what happened. I said to XXXX , You know I could file a claim, because a Federal employee made the mistake and it falls under the FTCA ( Federal Tort Claims Act ). There was negligence by a Federal employee, that adversely impacted me, and a formal complaint could be filed. I believe a culmination of these events caused a retaliatory filing of the complaint to Adult Protective Services . The worker claims on XX/XX/XXXX , she received a complaint of exploitation and that my mother has XXXX and does not know what she is doing etc. On XX/XX/XXXX , the investigator showed up at the home of XXXX . The investigator was told that XXXX XXXX was not home. When I saw the investigator on XX/XX/XXXX , I then asked the investigator why the force and aggression the other day and she told me, I knew someone was inside and I had to see your mother. XXXX XXXX ( XX/XX/XXXX Sheriff 's Office ) cars were outside the house and tried to get in banging on the windows and doors. It was extremely aggressive. I asked if she thought my mother was being murdered. She said, Im just doing my job. The investigator commented, " why are you making them service you if they do n't want to, just go somewhere else. '' Navy Federal filed a complaint that XXXX XXXX was being exploited by her daughter and now a bad situation has escalated into an investigation by Adult Protective Services which is clearly by the chain of events retaliatory in nature.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-17

Inglewood, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: I pay on the auto loan the XXXX amount between very end of XX/XX/XXXX and beginning of XX/XX/XXXX . I also sent the document of the list of fees and total loss from the insurance to the Gap coverage. The Gap coverage is only suppose to get XXXX of the XXXX and the remains balance was for me for the storage fees. They refuse to reburse the 600+ amount back to me. So if I can not get the amount funded back to me, instead my focuse is Gap coverage paying the remainder balance of the loan. I have try to work this out, I have contacted the XXXX insurance I have yet to here a response from them. I have done what all I can do. Still I am left without a car because my car was a total lost. I have Gap coverage on the loan but they are making it so hard for me and I am too. The point of fed up.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-15

Asheville, NC

Fees or interest

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

Problem with fees
Complaint: This complain is about the Navy Federal cash rewards credit cards. I have been banking with them since 2014 and I have the credit card in question since then as well. currently the limit on my credit card is {$16000.00}. While I was in XXXX program, I made a conscious effort to go into a partnership business by setting up a XXXX XXXX borrowing off my credit card with the hope of increasing my source of income. Overtime, this was n't the case and currently I have been paying back on this credit card. Recently, I realized for almost a year now I have been paying the minimum amount on this card without using it for any purpose, yet this whole payment has been overshadowed by interest on purchases and interest on cash advances which in return literally takes my minimum payment for interest only. I did a personal calculation on what I have paid so far in a year it all summed up to about {$6500.00} yet my credit card debt only show an available balance of less than {$1000.00}. Meaning they are forcing me into some form of debt servitude/peonage because despite making monthly payment I ended up still subjected to making more and more payment only for them to claim interest on it. Initial reaction I thought minimum payment only meant you have more years to pay off your debt not pay off some false interest that is usually taken what you pay. I hope this can be resolved with this bank because they are taking advantage of service members with this practices at the expense of their own existence. This is a fraud and something has to be done if not it will be extended farther than expected. Thanks
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-07-14

Washington, DC

Managing an account

Checking or savings account: Checking account

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

2017-07-14

Hollywood, FL

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

Timely Response