NAVY FEDERAL CREDIT UNION

2017-02-27

Virginia Bch, VA

Making/receiving payments, sending money

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-02-27

Goose Creek, SC

Making/receiving payments, sending money

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-02-27

Springfield, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-02-26

San Diego, CA

Loan modification,collection,foreclosure

Mortgage: VA mortgage

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

Disputed: No Timely Response

2017-02-25

Middleburg, FL

Incorrect information on credit report

Credit reporting:

Information is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-02-25

Bowie, MD

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Untimely Response

2017-02-24

Long Island City, NY

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I applied for Navy Federal Credit Union membership over the phone. As part of my application, I was read a credit report disclaimer. When I asked if this would be a hard pull or inquiry on my credit, I was told by the phone representative it would be a soft inquiry. Navy Federal performed a hard inquiry. When I received notice of the inquiry, I called Navy Federal and was told that as part of my application, I was read a disclaimer. I asked the representative to listen to the recording of my call. Upon review of the recording by back office personnel, it was determined that while I was read the disclaimer when I applied, I was also told that the inquiry would be a soft pull. Navy Federal has communicated that they will be suppressing the inquiry from my credit report and at my request, Navy Federal indicated that they will be communicating this to me in writing and that updating this with the credit bureaus can take 30 days.
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2017-02-24

El Paso, TX

Forbearance / Workout plans

Credit card:

Complaint: I contacted Navy Federal Credit Union in XX/XX/XXXX with the intentions of getting help with a credit card account that had fraud. Through this process, Navy Federal after XXXX me over said that they would put me on a payment program to assist me with getting my accounts together. So, I spoke to a woman in the in the XXXX department who attempted to set me up with a payment program for this account along with XXXX other accounts. We made the arrangements in XX/XX/XXXX and then I was never contacted again. I again called this same department in XX/XX/XXXX and the account was set up for me to pay : XXXX. {$110.00} dollars on the XX/XX/XXXX for my XXXX XXXX XXXX. {$55.00} dollars a month on the XXXX for my XXXX XXXX XXXX. {$150.00} dollars a month for my Auto loan I began making these payments with the understanding that the dates were set up for me to have the payments directly debited from my XXXX account. I used my XXXX account because when I would have money deposited in to NFCU checking, they would randomly take payments that were before the due dates. Additionally, being assigned to the hardship program, they were supposed to bring my accounts current and also reduce the interest rates to 6 %. This never happened, instead, the constantly charged me late fees for the dates that the payments were drafted for my accounts. There are excessive fees and numerous amounts of fees, duplicate late fees, unknown late fees, charges and other items that makes the principal balance of the credit card never go down. Essentially robbing me. The notes that have been made in coordination with the agreement was never honored, instead it was just another attempt for them to take advantage of hard working XXXX. In XX/XX/XXXX, I was hospitalized and received XXXX on my XXXX and XXXX for XXXX injuries that I sustained while XXXX. In XX/XX/XXXX, I had to have full XXXX from the same XXXX injury. In the attached documents, you will see all of the bank statements showing the payments that were made to these accounts and were drafted. You will immediately see XXXX dollar late fees, then more late fees, then interest charge after interest charge. There is no way that i would ever see any benefit in this program, just paying the bank miscellaneous fees and charges and interest while I remain in debt. To make matters worse, they use this information to report to the credit bureaus making it appear that I have not been making my payments, that I have been late each and every month. This has ruined my credit from a credit union that claims to want to help me. To make matters worse, they report these late reports on my credit on XXXX different lines, using XXXX different account numbers for the same cards which further ruins my credit score. They have also misrepresented themselves when I speak to them, keeping information that could help me. Finally, with the accounts closed, the consistently report me as a derogatory account monthly. So how does this program supposed to help me? It does not. It robs me and then refuses to make the necessary changes to get my accounts and credit back on track. They completely lie to gain your trust and then do the opposite. They claim to call and try to contact me, but as a XXXX who was XXXX, then XXXX, how am I supposed to contact NFCU from a XXXX or in another country. They are big time scam artist using the credit union identity as disguise. I have tried many times to work with them to help me. When they took my XXXX account information to make the debits from, they would make XXXX withdrawal and then would not do it again, then charge me fees. Also, if the accounts were closed, why would they send me new cards in XX/XX/XXXX?
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2017-02-24

El Paso, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I have a auto loan that was included in my Hardship repayment plan with NFCU personnel finance management program. They have continuously charged me numerous late fees and charges erroneously. I have never missed a payment I have paid them on time. I have attached documentation to attest to the fact that they are practicing and conducting illegal practices and misleading and misrepresenting their loans.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-24

Lemon Grove, CA

Using a debit or ATM card

Bank account or service: Checking account

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

Disputed: No Timely Response

2017-02-23

Cols, GA

Account opening, closing, or management

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2017-02-23

Bissell, CT

Settlement process and costs

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-02-22

Rancho California, CA

Credit determination

Credit card:

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

Disputed: No Timely Response

2017-02-22

Annapolis, MD

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2017-02-22

Hinkley, CA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I had a checking account with navy federal credit union that offered overdrafrt protection that i unfortunately took advantage of & got so far behind that i had a hard time paying back. Not fully understanding the terms or programs offered by the credit union i was under the impression that i needed to pay the overdrawn amount in full. My checking account was closed and sent for collection at the same time my savings account remained active. I had a significant amount of money deposited in my savings account when i tried to withdraw the money from my savings i was informed by the representatives from navy federal that i would have to set up arrangements to pay the amount overdrawn from my checking account before i would be able to access my savings account once i then spoke with the representative from that department she informed me ( very rudely ) that the credit union would be taking all the money from my savings account and that since she could not confirm my employment or source of income that i would n't be able to set up any arrangements & any future money deposited into my savings would be applied to my remaining overdrawn balance all this after explaining to her that i am a XXXX veteran living on a fixed income. I would think that navy federal credit union is supposed to offer benefits for XXXX and XXXX veterans instead of a rude & hostile customer experience i also again agreed to set up arrangements & while speaking with the agent she took all the money from my savings account. Any help with this will be greatly appreciated. I intend to pay off the remaining balance and close all my accounts and i will no longer do any business with navy federal credit union & anyone i speak with or know i would suggest the same.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-22

Occoquan, VA

Account opening, closing, or management

Bank account or service: Savings account

Complaint: Consumer Finance, I contacted Navy Federal Credit Union ( NFCU ) on XX/XX/2017 to reactivate an old savings account over the phone. During that time on the phone with NFCU at NO time was I informed or authorized anyone to hard pull my credit. On XX/XX/2017 I was then notified by my Credit monitors XXXX, and XXXX that NFCU pulled a hard pull of my credit w/ out my authorization. I contacted NFCU customer service regarding this and they suggested I file a dispute with XXXX to fix the issue. I contacted both XXXX, XXXX, and XXXX to dispute this incident due to the fact I did not give permission for this pull or was I neither informed by NFCU it was going to be pulled. XXXX provided me with instructions to dispute NFCU 's mistake ; I contacted NFCU the same day to start the dispute process. All NFCU needs to do is to provide a letter. To be exact a Deletion Letter for Inquiry. Then I am required to mail said letter myself to XXXX along with a Cover Letter, and my XXXX File # XXXX. TransUnion will then be able to delete NFCU 's unauthorized mistake from my credit. Unfortunately, NFCU will not provide me with such letter after many attempts requesting it. I even suggested NFCU to call me so I could conference them in with XXXX so they could repeat the process to NFCU to fix the issue NFCU created. Consumer Finance thank you for taking the time to look over my issue and helping to resolve it. Respectfully, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-02-21

Bel Alton, MD

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-21

S Lake Tahoe, CA

Account opening, closing, or management

Bank account or service: Savings account

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

Disputed: No Timely Response

2017-02-21

El Paso, TX

Incorrect information on credit report

Credit reporting:

Information is not mine
Complaint: NFCU has been reporting erroneous credit lines on my credit report for months now, by reporting the same derogatory information on multiple lines. I have contacted NFCU several times about this asking them to remove the erroneous information from reporting numerous times, hurting my credit score. They continuously tell me that they can not do that, that I need to contact the credit bureaus, however, I tell them that they are the ones reporting this information monthly. They refuse and they continue to report this information monthly.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-02-21

El Paso, TX

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: In XXXX of 2015 I closed my credit card accounts with NFCU and opened new ones due to a recent separation. They were supposed to arrive at the bank so that I could pick them up. They never were received and I had to reorder new ones. I ended up XXXX to XXXX with the XXXX. XXXX in XXXX and reporting to XXXX XXXX, XXXX, still had not gotten my new credit cards. Upon my return, I went to pay on my Navy Federal Credit Union credit card and they told me that my account was over drawn. I told them that it could not be and that I was not even in the country. They went on to tell me that there was a over the counter draft done on my credit card that was done in the branch at XXXX XXXX, XXXX. They told me that they would conduct a fraud case on this transaction and that they would get back to me. It was 3 months later when I had to go in to a branch of Navy Federal Credit Union in XXXX XXXX XXXX and ask them what had become of the case. They told me on numerous occasions that they were still working on this case and that they would let me know. I finally went back to the branch and they told me that the case had been closed and that it had shown that I has indeed the one who did this transaction. I explained to them that why would I have to go in to Navy Federal to do a cash advance in the counter when NFCU offers you this service online on their banking website/ I asked told them if I wanted to draw money off of my NFCU credit card, I could just transfer these funds on the website in to my checking. They told me that they had done their due diligence and they were closing the case. I then asked for the supporting documents and for them to show me the signed slip that was used to sign for the funds. They refused to do so. Finally, a young lady names XXXX XXXX who worked at the branch told me that she knew that they had been lying to me and that she could provide me this information via email. She said that they were wrong to not provide me a requested copy of the transaction and she then sent me the information that I requested. Upon looking at the information, they used old loan documents to verify the signature of the desk slip that was provided. The signature that I have on file does not match my actual signature. Even if you look at the documents that were used, my signature does not match. I also requested that Navy Federal show me the video footage from the transaction and they refused. They said that they could not show it to me. In the email and documents provided, they stated that my signature was verified by someone at that branch. I feel like someone from that branch stole my credit cards and used them. When they were told to verify this transaction, this is the person who was contacted and they said that the signatures matched. If you look at the attached documents, you will see that the signatures are similar, but not alike. Additionally, I was not in the state of XXXX when this fraud happened. Even to this day, NFCU put me on a payment plan to help me fix this issue, however, every month, they are reporting that this credit card it late, even though they draft the money out of my account monthly.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-02-17

Lansdowne, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-02-16

Fort Stewart, GA

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Disputed: No Timely Response

2017-02-16

Tysons, VA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2017-02-16

DC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2017-02-16

San Jose, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

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

Disputed: No Timely Response