NAVY FEDERAL CREDIT UNION

2017-06-21

Frederick, MD

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

2017-06-20

MD

Opening an account

Checking or savings account: Savings account

Account opened as a result of fraud
Complaint: Existing account Fraud. On XXXX/XXXX/17 someone fraudulently accessed our Navy Federal Credit Union ( NFCU ) savings account online under my wife 's name utilizing her our account number, her date of birth and social security number and transferred to another NFCU member in the amount of {$3700.00}. The name of the member money was transferred to is XXXX XXXX XXXX. This person was able to establish account access even under an obvious fraudulent email address of XXXX. We do not know this person or have an affiliation with this person. We reported the incident within 2 hours after the transfer occurred as it was brought to our attention that NFCU had froze our account. We went to the nearest NFCU branch at XXXX XXXX, MD and reported the fraud to them and our complaint was submitted to NFCU Fraud Department under Fraud # XXXX. Since then we have closed our savings and checking accounts and have established new accounts. In addition we received new credit and debit cards. When calling to check on the status of this investigation with NFCU we get the same answer over and over, that is it is pending and will take 10 business days. Well it has been 10 business days and we have not received any updates to this investigation and have not received any of the {$3700.00} dollars that was fraudulently taken from our account. I 've asked to speak with NFCU security and the investigator assigned for updates only to be told that they are not available and that the status is pending. Having been a member with NFCU for over 20 years this kind of treatment and refusal to give me more information regarding this is beyond comprehension and frustration.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-20

Concord, NC

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

2017-06-20

Moyock, NC

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

2017-06-20

Buckeye, AZ

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

2017-06-20

Fort Pierce, FL

Getting a line of credit

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

Complaint: for the past week I have been attempting to either have my prior membership re-established or file a new application as a member of Navy Federal Credit Union. i have spoken to agents on the phone as well as using their online application system. After filling out online form I received an email stating that I needed to complete the application process by logging onto the website. And despite entering the user ID, password and application ID I was given I keep getting denied access with a message, " unable to locate user ''. The phone conversation ended with, " It must be updating the system. Try again in 1 -- 15 minutes. Indeed, I 've been trying again for hours with no success. These XXXX must be XXXX XXXX if they think we have hours to waste on such nonsense.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-19

MS

Took or threatened to take negative or legal action

Debt collection: Other debt

Seized or attempted to seize your property
Complaint: On Friday XX/XX/XXXX, I received a call for XXXX with XXXX XXXX XXXX asking to make arrangements to pick up my vehicle. I explained to XXXX that my vehicle has been paid off for several years. XXXX advised me to talk to my counselor at Navy Federal Credit Union and he 'd give me until Monday or Tuesday before he comes to pick up the truck. On Monday morning XX/XX/XXXX I spoke with XXXX XXXX in collections at Navy Federal who affirmed that I owe over {$34000.00} ( according to his records ) on the loan for my truck. XXXX XXXX said the truck was refinanced thru Navy Federal in XX/XX/XXXX and charged off in XX/XX/XXXX. I told XXXX XXXX that he is mistaken and I never refinanced my truck. I asked XXXX XXXX to give me a copy of the loan documents or anything verifying the debt. He told me that he had no audit information and demanded that I make arrangements to bring in the truck. He said he 'd settle the balance if he can get a lump sum for selling the truck. I told him his information is errant and asked to speak to his supervisor. He transferred me to his supervisor and I let a message for her ( XXXX XXXX ) to give me a call. I immediately called Navy Federal back to try to talk to someone else who could explain and verify the debt they are alleging I owe. I spoke with a gentleman ( I did n't get his name ) in the loan service department. The gentlemen looked at the documents available and told me he would send what he had. He sent ( via email ) a copy of the original promissory note that I signed for the truck in XX/XX/XXXX. I asked the gentleman if he could send the promissory note or documents for the " refinance '' loan that XXXX XXXX mentioned. The gentlemen said the did n't see any other documents and I should check with the personal finance department because they would have the documents ( promissory note ). I spoke with XXXX in the personal finance department and she gave me more information. XXXX said the refi loan was a " combo consolidation '' loan which consolidated the truck loan and a credit card balance with Navy Federal accounts. I told her I am 100 % certain I did not agree to or sign for that consolidation. I asked her about the terms of the consolidation loan ( terms, payments, interest, etc. ) and she did n't have that information. I also asked for for copies of the loan documents, specifically the promissory note that ties my truck to this alleged {$38000.00} balance/debt and she said she will check with her forms department and send what she have. She said she found the application for the refinance but not the note. I told her that the application does n't verify the debt, only that I applied. She explained that " if I applied for the debt, a counselor explained the terms. '' I told her I do n't remember applying for the debt but I absolutely know I did n't sign a promissory note for over $ 38,000+ to refinance my truck. XXXX said the forms department would send the documents but the only thing I received so far is the original promissory note dated XX/XX/XXXX and an application dated XX/XX/XXXX. I have yet to receive a copy of a promissory note other than my original note. To recap, XXXX XXXX XXXX is trying to seize my truck based on a note that Navy Federal can not produce because it does not exist. I never agreed to refinance the original loan and I paid off the loan several years ago.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-19

Southaven, MS

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

2017-06-19

Matoaca, VA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-06-18

Stafford, VA

Charged fees or interest you didn't expect

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

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

Timely Response

2017-06-16

Cabrillo, CA

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

2017-06-16

29 Palms, CA

Can't contact lender or servicer

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

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

Timely Response

2017-06-16

Falcon, CO

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

2017-06-15

Temperanceville, VA

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: The XXXX XXXX failed to pay bills as required and or help get this off my credit report and denied a loan request based in part for the denial, until they did n't pay the bills from bill pay did the problems I had these accounts when I joined the credit union and the approved XXXX loans and at that time they was none issue. As of todays date they still not paying bills on time as agreed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-14

Cheverly, MD

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Complaint: I applied for a Used Car Loan at Navy Federal Credit Union. The loan was for {$21000.00} at an interest rate of 10.49 %. The loan was approved and I was issued a check to make the purchase. I purchased the car, a XXXX XXXX XXXX , from XXXX XXXX XXXX , for the sum of {$21000.00} and paid with the Navy Federal Check I was provided by the Bank. <P/> The XXXX XXXX began to develop problems and I returned the vehicle to the Dealer who attempted to fix the vehicle. The problem persisted and I returned the car back to the Dealer who offered to exchange the car with another car. I accepted the offer. <P/> I informed Navy Federal and because of the exchange Navy Federal now wants to increase the interest rate on the transaction even though the transaction had been completed between Navy Federal and myself. Further, the exchange was by the dealer for another car. <P/> Navy Federal can not change the terms of a deal after the deal had been consummated between myself and the bank. <P/> The breakdown of the Navy Federal loan is as follows : Loan - {$21000.00} ( Check Amount ) Loan Protection Plan - {$190.00} ( Added to the check amount ) Total Shown on Contract - {$21000.00} I have made payments on the loan as I agreed to and the Bank continues to accept my payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-06-14

Bel Alton, MD

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-14

Biloxi, MS

Other service problem

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

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

Timely Response

2017-06-13

Superstition Mtn, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Navy Federal Credit Union, a bank that takes pride in claiming to take care of its service members. This is not the case whatsoever. They charge ridiculous amounts of banking fees, and delay processing any financial information such as deposits, linking accounts, etc. I have paid more in banking fees than ever expected after a fraud claim. The bank has done nothing to help but put me XXXX negative. Another paycheck gone to this bank.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-13

Belcoville, NJ

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-12

Knotts Island, NC

Problem when making payments

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

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

Timely Response

2017-06-12

Maclean, VA

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: Navy Federal h ired an incompetent appraiser and is failing to work with me in good faith.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-12

Cheverly, MD

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: on XXXX XXXX Navy Federal Credit Union withdrew {$590.00} from my checking account unlawfully. These funds were protected funds from Social Security. at the time i only had 2 months of protected funds available in my account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-12

N Bethesda, MD

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-11

Mem, TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: DISCRIMINATION AND UNFAIR BANKING PRACTICE On XXXX XXXX XXXX my wife and I applied for a mortgage loan through Navy Federal Credit Union. Within 48 hrs., w e submitted all requested and required documents to the bank representative who scanned them through their electronic portal. <P/> Despite our A+ credit worthiness, income, employment stability, and demonstration of our qualification, the bank has continued to delay our preapproval by profiling us, and discriminating against us while using unethical banking practices, and insisting we apply for an FHA loan, oth er loans, and loan terms that are a disadvantage to us. <P/> We have contacted the bank representatives countless times to obtain the status of our application but we continue to receive unusual delays and responses. We even escalated our concern to a supervisor only to receive more excuses, delays and unusual requests and responses. <P/> We 're about to close on our existing home and we have found a home that we 're interested in purchasing, but NFCU could care less that their delays will force our family to endure unnecessary hardship and homelessness. <P/> We are appalled that this conduct and practice is allowed to exist. We are seeking assistance on a resolved end to this madness. <P/> Please contact us at XXXX or XXXX XXXX XXXX should you need additional information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-10

Maclean, VA

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: On XXXX XXXX , 2017 ( or about ), I was told that my loan request was sent to Navy Federal Loan Committee with a request t o waive XXXX exceptions. I was told the request was denied. <P/> However, Navy Federal br oadcasts in its advertising that it works with its members to find solutions. <P/> In this case I am suspect that the request was ever made by underwriting. <P/> In fact - the misrepresented to me and the public how they work for their members.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response