NAVY FEDERAL CREDIT UNION

2017-06-29

Dr Martin Luther King Jr, FL

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

2017-06-29

Tampa, FL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: On XX/XX/XXXX while out for XXXX 'XXXX XXXX I attempted to use my new credit card to make a purchase and it was declined. I knew something was n't right being that my account was maybe 2 weeks old. I called navy Federal to figure out what was going on and they told me my account had been restricted due to my consumer report with XXXX XXXX XXXX, I asked what that was and they gave me a number to call which I did and found out I had to order a report that takes 30 days to get. So being that all of my accounts including my kids accounts and husbands account were all frozen we followed the necessary steps, waited the 30 days to receive the XXXX report and took care of the items that were on there as I was once scammed and information was stolen, police did nothing, long story short I paid everything off and that banking institution updated that information immediately to reflect that. The items were 2 years old at this point so whatever they needed I took care of in hopes to regain access to my accounts. Well week after week of calling between Navy federal and XXXX I get different responses from the multiple reps with both companies on how things are handled and it has become really frustrating. When you go through so much to get things back in order and start new just to get knocked back again and to get the continued run around between each agency is by far the worst headache. Now today, XX/XX/XXXX well over a month since the accounts were frozen I got a call from Early Warning after leaving a message with the supervisor I which they stated a new process was in place and that Navy Federal should be able to run a new report and see the updates on my consumer file. Other than that they do n't fax anything to a particular department or person anymore as they changed their policy. So I reiterated this information to Navy Federal once the call was done and they stated that XXXX could fax them information and that until they did the accounts would still be frozen. Now I have a checking, savings, credit card, and kids savings for XXXX of my kids at this bank and a checking and saving for my husband ; an opportunity we are afforded for my dads XXXX years served in the XXXX. If this is a vetting system Navy Federal uses why was n't this done prior to approving me for the accounts. I have found in my research that this is something that has happened to hundreds of people. Luckily I had n't depositing my money into these accounts yet as I would have no access. navy federal has not helped me at all in this process but give me a run around as well as XXXX and its frustrating when I have done everything I 'm suppose to do. I received a letter about 2 days ago dated XX/XX/XXXX that my credit card privileges were temporarily suspended due to a late payment that I never knew the due date nor the minimum payment amount for because once again I have no access to my accounts and finally after weeks of calling since XX/XX/XXXX, the rep I spoke with today in regards to the delinquency if I would be charged a late fee, she never answered that but after further looking into the matter she found out that the statements are blocked due to the restrictions. I just want this resolved to get access back to my accounts and I feel like it is never going to happen with both agencies not giving me straightforward answers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-28

Baltimore, 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

2017-06-28

Salt Lake City, UT

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2017-06-28

Finksburg, MD

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

2017-06-28

Charlotte, 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

2017-06-26

Garrett Park, MD

Incorrect information on your report

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

Account information incorrect
Complaint: I had a past loan account with Navy Federal Credit Union. I was late on the account and it was reported as such. I later was able to refinance the loan with Navy Federal Credit Union. As a result of me refinancing my original loan ( still with NFCU ) NFCU created a new loan, new account number with updated terms of the loan. Unfortunately, NFCU reported the exact negative information that was reported in the original loan in the newly refinanced. <P/>This is not accurate. My credit report with all 3 reporting companies XXXX, XXXX and XXXX for several years continue to report that I had to loans with NFCU and both have the same late history being reported. <P/>I have disputed the information with each of the credit reporting companies with no resolution. I have contacted NFCU personally and enlisted the help of a credit repair company but none of my actions have resulted in a positive update to my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-26

Rowlett, TX

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: A credit card account was opened by someone within the bank under my name and used. I 've contact all XXXX credit bureaus several times but NAVY federal credit union told them those account is mine, I sent NAVY federal credit union FTC 's Identity Theft Affidavit form and they never resound to my request to provide me with verification of account belong to me. As of today NAVY federal credit union keep reporting to credit bureaus with delinquency info in my credit report, which made several lenders to deny home loan refinance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-06-26

Chester, VA

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

2017-06-25

Charlotte, NC

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: A hard pull was done on my credit report on XXXX XXXX, 2017 for a checking/saving account with ( NFCU ) Navy federal credit union. Then NFCU did another hard pull on my credit report for a credit application I did on XXXX XXXX, 2017. XXXX hard pull inquires within a 30 day period from the same company.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-24

Blackbird, DE

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Installment loan

Complaint: In XXXX of 2015, I was asked to be a co-signer on a personal loan. After applying I was never notified or made aware of the payment or interest rate by the bank or the borrower to make a decision on whether I wanted to accept the terms and agreement and move forward with the loan. Upon finding out that the loan was actually taken out and I was a co-signer, I contacted the borrower and he advised he accepted the loan terms without my knowledge. I then contacted Navy Federal Credit Union and was advised I needed to sign the promissory note. In which I advised I was unaware of the loan and would not agree to sign it. I then made an attempt to contact the credit bureau to dispute it off of my credit report and it remained. On XX/XX/XXXX, I contacted Navy Federal again and was told that the promissory note was not signed and they did not need one to distribute the loan. Whenever you take out a loan the law requires you whether borrow or cosigner to sign the document which signifies your agreement to repay the money. In this case there is no agreement ( signed promissory ) advising that I accepted the responsibility of cosigning the loan with a payment of {$630.00} a month and an interest rate if 17.950 % for 60 months which is ridiculous. With this tells me is, if a person apply or in my case cosign a loan, I am a not provided with an agreement outlining the terms and conditions ( interest/payment ) and giving the opportunity to say either yes I agree with it or not I do n't. Which in this case I would not have agreed to it. I have not seen a promissory note nor does Navy Federal have a signed one on file with my signature agreeing to these terms. So essentially the process is - cosign a loan, provide no documents to cosigner to review and sign agreeing to the terms, just distribute the loan without the cosigner knowledge. If this is the process for Navy Federal Credit Union it is misleading and unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-24

Newnan, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I received a settlement check from a car accident on XX/XX/XXXX for {$3800.00}. The attorney banks with XXXX XXXX XXXX. After taking a picture of the check and making the deposit I placed the check in a folder where I keep important documents. In XXXX I was going back and fourth to the library and I carried my folder with me. XX/XX/XXXX my husband took my vehicle to a XXXX dealership to get my vehicle detailed. He stated he placed my folder in the trunk of the car. XX/XX/XXXX I checked my account online and noticed XXXX missing. I contacted XXXX and they told me there was a duplicate transaction with the check. I went to the trunk of my vehicle, looked in my folder and noticed the check was not there. My husband went to the dealership and spoke to the manager, he stated he would review the cameras. We contacted XXXX again and filed a fraud claim on our account. I went to XXXX County Police department XX/XX/XXXX -and filed a police report. Case # XXXX. I contacted the attorney and advised him of what was going on. He stated he did not see a dup check on his end. OnXX/XX/XXXX I received a copy of the check from XXXX. The check was presented to Navy Federal XX/XX/XXXX on XXXX XXXX. I went to that Navy Federal branch and spoke to the manager he stated the fraud would need to be handled by XXXX and XXXX. I went to XXXX police dept and filed a police report Case # XXXX. The detective stated he spoke to the person that cashed my check she stated she met her cousin and a female, he told her it was his girlfriend and she was having problems with her account and asked her to cash the check for her. It is nowXX/XX/XXXX all involved banks are stating it is not their fault it is the other bank. XXXX and XXXX have both closed their fraud investigation and I do not have my money back. I have fallen behind ALL my bills because of this situation and would like for this to be resolved immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-23

Oxford, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My bank has n't responded to XXXX in reporting my savings account balance so that they can activate my account. My account is currently pending and they need a response from my banking institution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-23

Bel Alton, MD

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 hope my complaints fell in the right categories. I had a Navy Federal Credit card opened around XXXX. I had a excellent payment history for several years straight. My problem with Navy Federal customers service they were on several occasions was applying my payments to different account that did n't belong to me. And I stayed on the phone speaking from customers and the recovery department concerning my credit card account. Once I was able to get all my receipt together and present them to Navy Federal loan officers they came to the conclusion that I did make my payments on time but they were applied to someone else account. This went on for several months until my account went into default ( dark place )
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-23

Vab, VA

Fraud or scam

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

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

Timely Response

2017-06-23

Hampton, VA

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

2017-06-22

Maxwell Afb, AL

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Complaint: I got a loan through XXXX XXXX XXXX on XXXX XXXX, 2017 to pay off my personal loan at Navy FLU. The payment was electronic. I take to NFCU on XX/XX/XXXX and they have n't received the payment. They said if it was sent by XX/XX/XXXX, then they should have received it. I verified my account information which was correct at XXXX XXXX XXXX. I talked to XXXX XXXX XXXX and they said wait until XX/XX/XXXX for payoff. On XX/XX/XXXX, I checked online and the loan had not been paid off. I call NFCU and verified my account which was correct information at XXXX XXXX XXXX. No payment received peer NFCU. I called XXXX XXXX XXXX and they said NFCU rejected the payment. NFCU did n't tell they rejected the payment or why. All the account information was correct. This action by NFCU is going to cause me to make another payment. I have wait for a check from XXXX XXXX XXXX. Due to the amount, I believe NFCU will hold onto the check for at least 10 days before posting it. Again, the will increase the amount of interest. My loan should have been paid off two weeks ago. NFCU did n't tell me they rejected it. I was led on causing me to pay additional interest and out of pocket expenses.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-22

Hampton, VA

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: On Tuesday XXXX XXXX, XXXX I checked my bank statement and notice XXXX was missing from my joint checking account. I later discover that a unauthorized payment was made to navy federal rewards cards. I immediately called my bank to find out what was going on and was eventually connected to the collection department. The employee told me that they were covered under a security clause to take a payment if funds were available in a different account and that I waive my rights every time I swipe my card. When I questioned the validation of this policy I was told I would get an email that never happen! Finally the department agree to do a reverse payment within 24 hours. On XXXX XXXX I checked my account to see if the money was back in my account, unfortunately it was n't in there. We are a family of 5 going through tough times. I ca n't afford to have the credit card company take what they want from my joint checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-22

Cheverly, MD

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Seized or attempted to seize your property
Complaint: Navy Federal Credit Union has taken money from my savings account to apply to other credit accounts I have with them. They are refusing to return the money to my account. Per the law 12 CFR 1026.12 ( D ) relating to Offsets. Credit grantors are not allowed to perform such actions. Regardless of what is written in their disclosures. They can only hold if it is written in a security agreement. Not take and apply to the delinquent account. The dates are XX/XX/XXXX for {$61.00} and XX/XX/XXXX for {$12.00}. After informing them in a phone call with representatives and a supervisor in collections. No resolution could be reached after I told them that this practice is illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-22

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

2017-06-22

Miami, FL

False statements or representation

Debt collection: Credit card debt

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

Timely Response

2017-06-21

Bridgeboro, NJ

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

2017-06-21

Newnan, GA

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: Navy Federal continues to contact me about payments to my account I have a certified letter on file with them about contacting me about payments. I make my payments to them monthly even if I have a late fee I pay that. I have been out of work since XXXX 2016 yet I still make my mortgage, Auto and XXXX payments to them every month. I have filed several complaints with CFPB about this same issue. One was completed just this month where Navy Federal again apologized for ignoring my certified letter that I have on file with them. I called Navy Federal and ask why they were still harassing and the representative stated that they should not be contacting me because it is highlighted on my account not to do so yet they are continuing to contact and harass me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-21

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

2017-06-21

Cheverly, MD

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