NAVY FEDERAL CREDIT UNION

2017-06-09

North Hollywood, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: On XXXX XXXX , 2017 under the guise of " 0 % APR for 12 months '' I applied and was accepted for a credit card with Navy Federal Credit Union. I was doing a balance transfer to avoid paying interest for 12 months from another bank. To be clear, there is no reason I would have ever applied for this card had I been informed that I would be paying interest right from the start at an even higher rate than the credit issuer I was transferring from. I was mislead by a representative over the phone and by dubious and unclear marketing materials that were on their website. I have tried to resolve the issue with them but they have said that unless I have the promotional code, there is nothing they can do. Here is a link that I found which was exactly what I was expecting the terms of the credit card to be. https : //www.navyfederal.org/srenlisted/includes/SROcreditCards.php
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-09

Maclean, VA

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: Navy Federal 's preliminary closing statement shows an appraisal fee of {$620.00}. I paid the {$620.00} to Navy. However, upon review of the appraisal the cost was only {$350.00}. <P/> Navy violated the law by over stating the preliminary closing statement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-09

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

2017-06-09

Oxford, GA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: On XXXX XXXX , XXXX my Navy Fe deral Credit Union checking account was closed due to check fraud. I advised Navy FCU I had been an victim of identity theft. Navy FCU n ever advised me of any additional steps to take to revive my checking account. I recently filed bankruptcy chapter XXXX and on XXXX XXXX , XXXX my chapter XXXX discharged. I sent Navy FCU an appeals letter along with proof of bankruptcy and identity theft. I would love to establish a new relationship with Navy FCU.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-06-09

Union City, GA

Closing your account

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

Company closed your account
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-06-08

Montevallo, AL

Other features, terms, or problems

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

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

Timely Response

2017-06-08

Occoquan, VA

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: In XX/XX/XXXX I attempted to refinance my mortgage with Navy Federal ( th e current lender 4.25 % fixed ). I was first quoted a rate of 3.25 % on a XX/XX/XXXX , after passing first round of underwriting they changed the rate to 3.25 % plus 5 % ( discount/orig ), they then order an appraisal ( I paid {$650.0 0} ). The appraisal came in lower so they then raised the rate to 4.25 plus .5 % points. <P/> After pointing out the stupidity of their offer they reduced the rate to 3.65 % provided I pay {$11000.00}. <P/> I am a federal bank regulator, banker, and real estate pro . - Navy Federal has no business lending. They have utilized a " Bait and Switch '' marketing. <P/> Please investigate this matter. <P/> I am seeking a repayment of my appraisal fee of {$650.00}. <P/> Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-08

Lakewood, WA

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

2017-06-08

Falls Church, VA

Incorrect information on your report

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2017-06-08

College Estates, MD

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

2017-06-08

Oxford, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Good afternoon, I need your assistance please, I 've tried in good faith to dispute and request a refund for the faulty workmanship, substandard shoes and not the shoe size I ordered and I 'm unable to wear. I purchased two pair of shoes from XXXX in XXXX 2016, the shoes appear to have been made in a substandard factory still reeking of a horrible smell and the appearance of grease ( pictures attached ). It took approximately one month later for me to receive my order, I began initiating correspondence to them approximately two weeks after processing my order. After receiving the shoes, I attempted to resolve the dispute prior to engaging my bank. XXXX offered to refund only {$15.00} and later {$30.00}, which both were unacceptable for a {$150.00} purchase. I later contacted XXXX and I could not reach a resolution. XXXX determined that I was eligible for a refund ; however, I would need to return the shoes to do so. The cost to return these shoes to XXXX was {$170.00} more that the amount I had paid for the initial purchase - which was not an economically wise and equitable decision. I contact and submitted all required documents requested for the credit union representative. I later learned from another Navy Federal representative that the time to process a refund had expired. <P/> After failed attempts to resolve the matter with XXXX, XXXX and Navy Federal I found your information to file a claim. It 's so upsetting for a company - XXXX to attempt to defraud me. After submitting my payment and not receiving my shoes timely, I began researching the company and noticed a number of unsatisfactory customer complaints. It is my personal opinion that this customer is defrauding others as well. There are no derogatory complaints on their website but noted on many other sites. <P/> I am hard working mother of XXXX and do not have money to give to anyone. Please assist me with obtaining my money for this fraudulent issue. <P/> XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-08

Cub Run, KY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XXXX XXXX , 2017 my husband and I opened a checking account at Navy Federal Credit Union in XXXX , XXXX On XX/XX/XXXX I received an email saying that a member to member transfer had been set up on our account. The transfer was for someone by the name of XXXX XXXX XXXX . I did NOT set this up and I immediately contacted my husband to ask him. He did NOT set this up either and he became very alarmed. He advised me to call the bank immediately for help. I logged onto our account and found that a transfer was made to a XXXX XXXX XXXX in the amount of {$1100.00}. It left us with an account balance of {$0.00}. I immediately contacted NFCU and spoke to someone named XXXX @ XXXX . She told me she would need to close my current account immediately and stop all access to it. She also informed me that she would be opening a brand new account for us and transferring all current business to it. She said my husband and my access was restricted at the moment and we would need to call the next morning and start a fraud claim and get our access reinstated. The next morning I called NFCU and attempted to start the fraud claim but was told that my husbands information had been hacked/stolen and that he would have to call and make the claim. He immediately called and spoke to someone named XXXX ? ( no certain ) and then spoke to someone named XXXX in securities. Fraud Case # XXXX . He was informed that it would take 10 business days before we could find anything out. I went to the local branch here in XXXX on XX/XX/XXXX and spoke with an employee by the name of XXXX XXXX . He checked out all my information and confirmed everything. He gave me access into my new account and my debit card which was transferred from my old account to my new one. He told me if I have any more problems or questions to come back and see him. On Saturday XX/XX/XXXX when my husband returned home we went back to our local branch bank to see what more can be done. We spoke to XXXX who is the person that originally opened our account. She verified that the fraud case was given to an investigator on Friday XX/XX/XXXX and that it would be 10 business days from Friday for the investigator to figure out something. We do not understand why our money is n't being refunded to us since this financial institution is Federally Insured to handle these situations. We were told by both bank employees that this is an in-house theft and that because of that we can not get provisional credit immediately back to our account. This is not right and unfair. We put our faith into this banking institution and now we have been robbed and in really no way compensated. The officials at the bank have refused to give us much information. They also will not tell us what law enforcement agency they will be using and we 've been ignored on all requests to speak to the investigator. We suggested calling our local police or FBI and the NFCU securities department stated that they would not share any information with law enforcement without a subpoena. We are being led to believe that since this is an in-house crime NFCU is trying to hide something and do not want outside interference. It has been 9 calendar days since the incident and we have gotten no reassurance, no information, and no hope that we will recover our money which has been stolen. We feel that we have no option but to contact outside agencies for help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-07

Plymouth, FL

Other features, terms, or problems

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

Other problem
Complaint: Back in XXXX of 2016 I was a victim of XXXX XXXX and suffered power outage for a week as well as property damage that caused a financial hardship. I contacted Navy Federal Credit Union for assistance and was provided " assistance " with payment forgiveness, which I later found out was not handled correctly in accordance to their disaster relief polices and subsequently was further impacted due to the mishandling/misinformation provided and ultimately lead to my credit report being impacted. Since then I have called numerous times as well as submitted hardship documentation through their online website in an attempt to reconcile the accounts in question and prevent them from continuing to fall past due. The Specialis ts at Navy Federal have provided me misleading information as well as have not followed up with me as promised on multiple occasions. I have asked to be contacted by what they call their " personal finance management " team and promised a call back on several occasions and have to this date not received any follow ups yet I get collection calls daily. Please look into this matter, I can be contacted at XXXX and my name is XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-06-07

El Sobrante, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Navy federal credit union, refuses to release my fund 's. She called me out of my name. Very rude to me. I just want ti close my account and be done. ]
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-07

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

2017-06-07

Winton, CA

Other features, terms, or problems

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

Problem with customer service
Complaint: I have been a member of Navy Federal Credit Union for well over 27 years. But in the last three years I have noticed a clear and distinct drop in service, care and overall concern for their members both new and old. Recently when I had a erroneous charge on my XXXX account, when I called to challenge the erroneous charge, I was given the run around and told to speak to a supervisor. When transferred to the supervisor I only got his voice mail. Despite repeated calls and voice mails to this supervisor, to date, I have never received a call or follow-up. And when I called their main office, I was actually told by the rep, " Oh well ... do n't know what to tell ya! '' When I asked to speak to her supervisor, I was disconnected. I have written, called and sent various emails and again no response or anything. So even with well over {$30000.00} dollars in funds of checking and savings and a member of over 27 years, there has been nothing in the way of service or assistance. I will now move my funds out and go elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-06-07

Belle Haven, 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

2017-06-06

San Diego, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Navy Federal Credit Union has made unauthorized transactions from m y Checking and Savings account since XXXX XXXX of last year. The funds were sent to a closed credit card account ( it has been closed since XXXX XXXX ) a nd the following unauthorized transactions were posted to my account : XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$170.00} XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX - {$100.00} XXXX XXXX XXXX - {$54.00} XXXX XXXX XXXX - {$510.00} ( sent to consolidation loan ) Both mentioned accounts are being negotiated by XXXX XXXX XXXX XXXX on my behalf. Power of Attorneys were sent to NFCU regarding the accounts, and they are fully aware. I have spoken with NFCU on several different occasions and unauthorized transactions have continued. Each representative I have spoken with all gave me the run around and proceeded to tell me they have the " authorization '' to pull available funds from my accounts if accounts become delinquent. How I have been with Navy Federal for 8+ year s and I have never encountered this issue nor have I read or signed any loan agreement consisting of this unlawful practice. I have gone into a branch located here in XXXX XXXX and a representative told me there was nothing she could do. I have exhausted all measures and this issue remains unresolved. The money stolen from my account has caused me to fall behind on other due bills. <P/> Due to these reasons, I strongly advise any business or consumer to not conduct any business of any kind with Navy Federal Credit Union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-06

Ft Lauderdale, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I had XXXX credit cards wit h NavyFederal Credit Union that discharged ba ck in 2016 because I was not able to pay them. I recently started using my Savings Account at NavyFederal Credit Union and to my surprise, I log into my NavyFederal Credit Union Savings Account this morning and they have arbitrarily taken my money from my savings account and applied it to the discharged c redit cards. How can they take my money and apply to an old debt that has been written off?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-06

Orion Twp, MI

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

2017-06-06

San Antonio, TX

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

2017-06-06

Mullins, SC

Closing an account

Checking or savings account: Savings account

Can't close your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-06-06

Mansfield, TX

Getting a credit card

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

Sent card you never applied for
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-05

Cheverly, MD

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
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX XXXX , XXXX Credit Bureaus ( XXXX / XXXX / XXXX ) To whom it may concern : I sent a certify letter back in XXXX of XXXX requesting documentation for the following late payments listed below that are reflecting incorrect data. This is my third attempt to rectify this issue. Please re - investigate and make the necessary adjustments to my credit file. <P/> Navy Federal ( Signature Loan ) XXXX Verification of 13 late payment on : XXXX XX/XX/XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX , XXXX , XXXX , XX/XX/XXXX , XXXX , XXXX Navy Federal ( Auto Loan ) XXXX Verification of 19 late payment on : XXXX XXXX , XXXX , XXXX , XXXX XX/XX/XXXX XXXX , XXXX , XXXX , XXXX , XXXX , XXXX Navy Federal ( XXXX ) XXXX Verification for 7 late payment on : XXXX , XXXX , XX/XX/XXXX XXXX , XXXX XX/XX/XXXX Navy Federal ( XXXX ) XXXX Verification for 7 late payment on : XX/XX/XXXX , XXXX , XXXX , XXXX XX/XX/XXXX Thank you XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-06-04

Chula Vista, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XXXX XXXX , 2017 {$490.00} was transfered from my checking account to the checking line of credit. Because this transfer was made, my mortgage payment was returned resulting in a late fee. I spoke with a representative from the bank who told me the money would be returned, however as of XXXX XXXX , 2017 the funds have not been returned to the account. The line of credit was 11 days past due at the time of the transfer, however I was not notified in any form that this transaction was scheduled, and was not authorized on my part.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response