NAVY FEDERAL CREDIT UNION

2017-05-06

AZ

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: This is in response to XXXX that I filed and NFCU responded. There was a second part that was not addressed, even with a follow up email. Because of my financial situation my house nearly went to foreclosure a second time. I called to bring payments current a few days it was scheduled to go to the foreclosure attorneys. I was told I had to repay the arrears AND the fees to the attorneys for the foreclosure. I asked why I would need to pay attorney fees for it going to foreclosure when I was making payments prior to it going. I was told I had to pay the attorney fees because my mortgage met the criteria and had already been voted on to go to foreclosure. I could not make a payment for any amount unless I paid for attorney fees. I am not sure of the exact time frame this occurred. I know there was a huge storm on the east coast and my call was sent to a person in Florida to handle because no one was able to get to work where they normally take care of mortgage collections. Honestly, I do n't expec t NFCU to handle this request any different than the other complaints I have submitted to the various organizations. NFCU has proven time and time again they are incapable of policing themselves and doing the right thing. It really is pathetic that NFCU treats veterans the way they do, serious lack of integrity.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-05

Ruther Glen, VA

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2017-05-05

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

2017-05-04

Cocoa, FL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: In XXXX XXXX , my husband and I, both opened an account with Navy Federal Credit Union in XXXX XXXX Kentucky. We moved to Florida in XXXX . I 'm XXXX and on a fixed income, and my XXXX XXXX check went into my account, and my husband added me on his account so I could pay bills out of his account, where his military XXXX and XXXX XXXX funds are direct deposited. My account went into overdraft, and was closed one year later, in XXXX XXXX . I went on an agreement to pay {$50.00} a month until the {$480.00} was paid off on my closed account. My Atm Card for that account was deactivated. Fast forward to XXXX XXXX , XXXX , my ATM Card for my joint account with my husband is deactivated. I ca n't get cash out from no Atm. I go XXXX miles to the only branch to get a replacement card, and was refused a card. I was never notified that the agreement I made in XXXX XXXX , the {$50.00} for my closed account was never received. Never notified, I thought it had been settled. I was told at the branch, No it has n't been settled and that 's why my atm card had been deactivated. No, it will not be reactivated until I pay off the overdraft on my closed account. I could n't understand, what that account had to do with the joint account. I came home, and called the banking facility customer service number, and again they tell me the same thing. They would issue me another atm card to the joint account after I pay off the closed account. I got upset, and asked to speak to a Supervisor. The Supervisor was a little XXXX with her position, and told me you have a closed checking account, and you opened a checking and savings account with {$5.00} and you never put anything in the savings account, and we will not issue you another card until your debit is paid off. For the life of me, I could not understand what the closed account had to do with the joint account. When was it wrote, that you are supposed to save money in a savings account. The savings account was their stipulation to open an account, and all of our Direct Deposits XXXX of them went into the joint account, after my checking account was closed. I do n't know if I 'm being discriminated against because of my race, or because of my class. I 'm not wealthy, and yes we struggle to pay our bills, but I ca n't pay the bills we do have, if I 'm denied access to the funds, the only branch is XXXX miles away. That 's what they told me, you can always go to the branch to make withdrawals. They act as if they do n't want my business. I do n't want to close this account that we do have, because our rent, medical, and food come out of this account, and we are trying to buy a home, and we have had this account since XXXX XXXX . Do n't want to change now. I will not be buying a home thru them, plus they turned us down on a car loan too.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-04

Wdbg, VA

Getting the loan

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

2017-05-03

IN

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: On XXXX XXXX , XXXX I pulled my XXXX major credit reports from XXXX . I noticed an account being reported by Navy Federal Credit Union that I had no knowledge or record of. I disputed this account with all XXXX agencies under the complaint of " account does not belong to me ''. On or around XXXX XXXX , XXXX I received an updated credit report and a summary of the investigation that simply stated " Information validated as accurate ''. No reason, method, or support to that statement. In the updated credit report I found that not only did they not resolve my complaint but they allowed Navy Federal Credit Union to update information on the account from charge-off with a balance of XXXX and no late payments to having no high credit limit, a balance of {$2200.00}, a charge off amount of {$2200.00}, re-age the date of last payment from XXXX to XXXX , and tack on XXXX reports of 90 days late to account that had a previous balance of {$0.00}. I then disputed this new information with all XXXX credit agencies with the investigation results once again stating " Information v alidated as accurate '' with out anything to support that statement. I then proceeded to file a complaint with the BBB against XXXX about the matter. However, the BBB did nothing but open up a line of communication with XXXX . No investigation supporting documents were furnished to support their findings, and they refused to correct the issue. I then made direct contact with Navy Federal Credit Union. Once I was able to finally get a hold of the right person, after first being sent to the collection department to try and strong arm me into paying on an account that is not mine, they simply gave me the number for XXXX and hung up. I am now in the process of initiate XXXX last effort to have the report corrected before I pursue legal advice on handling the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-03

Corpus Christi, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: In XXXX 2017 , I applied online for a XXXX position in XXXX XXXX , TX. I was interviewed by phone and was hired to XXXX XXXX XXXX XXXX . The owner, XXXX , stated he needed the XXXX XXXX prior to his arrival so he would be mailing me a check for my 1st week of payment. On XXXX XXXX 2017, I received a check for {$2400.00}. I called the owner and he explained that {$400.00} was my advance, {$50.00} was for XXXX supplies, and the remaining {$2000.00} was for the realtor as the key would not be released until payment was received. I was given the realtor 's bank account information and told to deposit after I withdrew my portion. On XXXX XXXX , I walked in to Navy Federal and spoke with XXXX ( teller ) and explained to her that I was afraid the check may b e fraudulent. XXXX stated to me that she would go ahead a place a hold on the check to ensure that it cleared. She advised to check my account in 2 business days, if the funds were available then the check was legitimate and had cleared. To my surprise the funds were available on XXXX XXXX , so I went in and withdrew the funds. The same day I went into the realtor 's bank ( XXXX XXXX XXXX ) a nd deposited {$2000.00} in cash to account number XXXX XXXX XXXX . On XXXX XXXX , I noticed my Navy Federal CU acc ount was negative {$2400.00}. I called in to the contact center and was told that the check came back as fraudulent. I immediately filed a police report with the XXXX XXXX Police Department ( case # XXXX ). I have provided Navy Federal CU with all the documents they have requested including a copy of the police report, however, the issue has not been resolved. If Navy Federal CU had not allowed the funds to be released, I would not have proceeded any further and we would not be in this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-03

Portsmouth, VA

Improper use of your report

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

Reporting company used your report improperly
Complaint: Navy Federal Credit UNION refused to except my " promissory note, '' as an ( security ) , as LEGAL TENDER, under current statutorial law. pursuant to the HOUSE JOINT RESOLUTION 192 and public law 73-10, this credit union can not req uire an payment complaintant to pay neither GOLD, COIN, or any particular kind of currency of FEDERAL RESERVE NOTES, BANK NOTES, CERTIFICATES etc. as declared to be against PUBLIC POLICY ... Also the denial of my promissory note as LEGEAL TENDER, under Uniform Commercial Code and securities law clearly demands this authority. this credit union refused to except the payment of legal tender as law requires. see titl e 31 USC s. 5118 ( d ) 2 ). title 31 s. 463 9728 XXXX XXXX XXXX XXXX XXXX . This whole procedural is fraudulent. THUS putting this information on my credit information and social security information .... Date : XXXX / XXXX / XXXX Amount : {$540.00} NAVY FEDERAL CREDIT UNION XXXX XXXX XXXX XXXX XXXX , VIRGINIA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-03

Campo, CA

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

2017-05-03

Franklin, VA

Managing an account

Checking or savings account: Savings account

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

Timely Response

2017-05-03

Dallas, TX

Took or threatened to take negative or legal action

Debt collection: Auto debt

Seized or attempted to seize your property
Complaint: In XXXX , I fell behind on both my signature line of credit and my vehicle loans with Navy Federal Credit Union. They not only froze my account but also withdrew the balance without my approval
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-02

Copper Center, AK

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 paid for a used XXXX XXXX XXXX and paid {$6000.00} all cash so I own the car outright. The document I submitted is a " WE OWE '' the customer document that clearly states my terms for purchasing the car that I negotiated..which is to have the car be fixed so that I can lock and unlock electronically. I purchased the car on XXXX XXXX , XXXX . It is now XXXX XXXX , XXXX and my car has not been fixed and all correspondence has ended between XXXX XXXX ( the employee who sold me the car ) and myself. I have email correspondence with XXXX XXXX ( that I could not send electronically to you since you do not accept email as a way to upload a complaint ) that shows on 4 occasions that he said he would get the car fixed because his manager a pproved the car being fixed and gave him a budget to get it done. Yet, 2 weeks later the car is not fixed and I do not have my car. Please allow me to email you our correspondence so that you can see this is fraud and I can get my money back and you can go after XXXX XXXX XXXX with the all legal powers you have. They are no longer responding to my emails or phone calls. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-02

La Tuna Canyon, CA

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-05-01

Wdbg, VA

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

2017-05-01

Los Indios, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XXXX XXXX 2017 , my paychec k ( direct deposit ) {$1300.00} was transferred to my ( adult ) daughter 's account without my permission. I was told by the bank that my daughter added me to her account as a joint owner. I never gave Navy Fed eral CU authorization to add me nor did I sign any agreement. In order to be eligible to open an account with Navy Federal, you need to be related to a member. I gave her my information so that she would qualify but not to be added to her account. When she signed up, she provided my info and the account was set up incorrectly. I spoke with two different supervisors and my daughter went in to the bank in the city she lives in and spoke with a branch manager. The y all said the same thing, they could not return the funds to my account because I was responsible for her account. I explained to a supervisor named XXXX that I had not given authorization to be added to her account and her response was " you should not have given your daughter your information. '' I am unsure of what I could do have this issue corrected.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-05-01

Oxford, GA

Other features, terms, or problems

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

Problem with cash advances
Complaint: Was told by NFCU employee I can pay off my cash advance balance. Payed more t han I wanted to to pay it off. Things got bad for me. I am a mentally XXXX XXXX with a fixed income and have a very difficult time dealing with people after what happened in the military. This is ridiculous that I have to bring this to a government agency to help. I calle d NFCU MUTLITPLE ON MUTIPLE of times about this and every single time every supervisor refuses to make the adjustment and refuses to give me any further information about NFCU or what to do anything or contact anyone about my problem and refuses to help further everytime. I do n't want this for the next XXXX . This is n't fair and is stealing in a nutshell. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-05-01

Mill Creek, IN

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: In XXXX XXXX I searched the Navy Federal Credit Union website for my account 's tax statements for XXXX and previous years. At that time, it was visible that only the latest ( XXXX ) was made available through that medium. So, I started checking as far back as the website would allow for months ending in XXXX , to compare. I came upon a check amount that had been withdrawn in XXXX XXXX that I did not recognize. I phoned th e NFCU to inquire about said check. The customer service person sent a check copy to my email. That check bears my account nu mber, but the other numbers on the bottom of the check do not coincide with the check #, nor is it my name, nor signature on said check. I called the customer service line on several occasions regarding the unrecognized check, questioning how that check was able to clear the bank with wrong information. I spoke to a supervisor on several occasions by the name of XXXX ( spelling? ) who concurred the check did not seem right with the information on the check, but it had been a mobile deposit from another location and an investigation would be opened, with an investigator contacting me for further details which never happene d. She did send me a pre-completed form for me to return to NFCU. Today, I received a letter from NFCU that it is my responsibility due " After a thorough investigation, we concluded that no error occurred based on account activity. You are responsible for the full amount of the claim, {$500.00}. You have the right to request information concerning the investigation and how we arrived at this conclusion. '' I phoned the toll free number on the letter and all the cs person in their security dept. could tell me was that from available notes, it was due to being past the 60 days from statement, but could not tell me if it had actually been investigated. Now, that does not seem correct to this consumer due there is still no real explanation as to how the withdrawal even went through the account with such discrepancy on the check, regardless of time, once it was discovered. It seems, indeed, an error that it was paid with no further ado. The mobile banking information is in the copy of the check copied to me, the copy tells the name/address of the individual who relates to the check and the name of who it was paid out to, none of it which is my information, not even my location. I am in XXXX ; the party on the check notes a XXXX address. Again, it is not clear in my mind how that check was able to be cleared, except to opine that attention was not paid to the specifics of the check. The amount of the check was for {$500.00} paid out of my checking account with NFCU. I was given your agency name for who handles credit union matters when the security dept. customer service person was prompted for the info. by me today. I am reaching out to your agency in hopes that you can assist me with this matter. Thank you very much for your consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-05-01

Henderson, NV

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

2017-04-30

MD

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: Several times I reached out to Navy Federal Credit Union concerning my outstanding account balances. I had multiple conversation with several Customer Representatives about my account status and problems receiving my statements in the mail. Not receiving my statements became a big problem because it cause my accounts to fall in a seriously negative status over and over ag ain. Navy Federal representative stated that they upgraded their software last year. After the upgrades they had several customers that did not receive their statements. I also had reached out to the credit department and their solutions team and they also reviewed my accounts and apologize over and over again and repeatedly stated that they would my derogatory credit history. I had several 2 hour phone conversation being on hold several times, bein g transferred back in forth. At this time I do n't see any changes made to my accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-04-30

Boston, MA

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-04-29

Plymouth, FL

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Collected or attempted to collect exempt funds
Complaint: I had opened a new account with Navy Federal Creidt Union a fter it had closed out. I knew I owed money so I asked the teller if I had to pay anything additional and I did. The amount was {$200.00} for an overdraft fee so I had paid for it. I also owed money for my car loan which was about the same {$300.00}. I paid for that also. After paying he said I 'm in good standing with the bank and there would n't be any issues going forward. So then I proceeded to put {$1500.00} in to my new accou nt. Two days lat er I was looking to pay for something and I noticed all of my funds was gone. I noticed this happened on XXXX / XXXX / XXXX . They never gave me a warning and I never gave them the ok to take money out my account or have I signed any information saying that I ever will allow automatic transfers when I started the new account. I also never signed any paperwork starting this new account. This debit collector just took money without any of my acknowledgement and put me back on a few bills because of it even after me attempting to receive a portion of the money back to still put down on the amount that was lost. I talked to the head of the person that took the amount and they were extremely rude. She did n't care that I needed the money for my son and for rent. She literally told me that it did n't concern her and she have other people calling with more important issues then the one I 'm having then she hung up.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-04-28

Lawrenceville, GA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-04-28

Newnan, GA

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

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

Investigation took more than 30 days
Complaint: This is a direct reflection of me which was not done by me. I was not made aware of the fraud until my current bank advised me my account was closed again without warning due to reporting of fraud by XXXX & XXXX . This is preventing me from communicating with other financial institutions.I 've advised XXXX XXXX XXXX XXXX this was done by an ex who had access to all of my information/devices. He also was aware of personal information & passwords. I also filed police reports after the XXXX XXXX XXXX XXXX account closing on him that were not directly related to this issue but the nature is the same. He has a history of doing this to women & I have proof dated prior to me being made aware of the fraud reporting. I told the representative I spoke with I am not interested of filing a new police report months after the fact but I do have reports which show him doing these same thing with my account at another financial institution. I told them I would rather proceed with the information I have since I am no longer involved with this person and filing another report would cause another arrest warrant. Personally I 've been through enough financially, mentally & physically and would like to have this resolved asap. The investigation was opened XXXX with XXXX XXXX XXXX XXXX and still has yet to be assigned t o an investigator. My account was not closed with a negative balance and it has been verified that none of the signatures on the mobile deposit checks match eatchother or my signature. I do n't understand what the hold up is. First I was told 14-21 days now I 'm being told 60 days and was hung up on today after requesting to speak with a manager. Whoev er noted my account from the check fraud department dated today XXXX was very rude & gave me general information without taking the time to even look into my file. If she had she would not have mentioned the need to review bank surveillance since they were mobile deposits.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-04-28

Lockhart, FL

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

2017-04-28

Wdbg, VA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

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

Timely Response