NAVY FEDERAL CREDIT UNION

2017-01-19

Discovery Bay, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: To whom it may concern ; I recently sent a complaint via the CFPB against Navy Federal Credit Union, Case # ( Case number : XXXX ). I received a phone call from a representative from NFCU, XXXX XXXX on Tuesday, XX/XX/2017 @ XXXX. He left a voicemail to which I immediately called him back and we subsequently spoke for 35 minutes concerning my issues with his institution. He stated that he would either be calling me back later that afternoon or at the very latest the following morning, Wednesday XX/XX/XXXX to discuss his findings and the next steps accordingly. At this juncture, I have yet to hear back from him or anyone else re [ resenting this institution. I am extremely concerned that this account is now 54 days past due and I am in desperate need to try and resolve this before the 60 day mark. This means that I now only have 5 more days to rectify this situation or else NFCU will report a 60 day late to the ( XXXX ) credit bureaus ; XXXX, XXXX and XXXX. As noted in my previous claim and the conversation I had with XXXX XXXX, NFCU has already reported a 30 day and I fear extreme penalties with not only NFCU but additionally my other creditors accordingly. This is simply yet another example of how not one single person re [ resenting NFCU has carried out what they stated they would do. All the while, me the customer is paying for it via XXXX, financially and soon to be ever more so credit worthiness. I feel that this is unacceptable and simply do n't understand why no one seems to care enough. I would have thought that at the very least if the only motivational factor for the bank would be for them to get paid for the outstanding debts I have accumulated, they would at least rectify these concerns. I would appreciate someone calling me back today regarding both of the cases so that me and my family along with NFCU can hope to take the next steps so that we can all go back to some form of normalcy defined as no delinquent payments and 100 % visibility within my accounts. I can be reached absolutely any time @ XXXX. Regards, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-19

Okc, OK

Problems when you are unable to pay

Consumer Loan: Installment loan

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

Disputed: No Timely Response

2017-01-19

PA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: On or about XX/XX/2016, I contacted Navy Federal Credit Union to be prequalified for a VA mortgage. Based on the answers to the questions they asked, I qualified for the loan. After locating a home, I began the process of securing the loan. After all of my documentation was submitted to Navy Federal Credit Union, the loan was on track to close but then was supposedly denied due to non-traditional income because I am a truck driver. I am paid by the mile not hourly. I do not work for myself but receive a XXXX from my company. The Navy Federal Credit Union representative I was working with told me that I was turned down for the VA mortgage but they could switch me to a conventional mortgage. I asked for a letter stating there determination and reason but have not received one. Going conventional meant the interest rate went from 3.375 to 5.5 for a 30 year fixed rate mortgage. Virtually doubling the rate. Needing to close the mortgage because we were already living in the home, based on Navy Federal Credit Union assurances we would close in XX/XX/XXXX then XX/XX/XXXX, after switching to conventional, we finally closed XX/XX/XXXX. I do not feel that I was treated fairly, after consulting with other lenders and that Navy Federal Credit Union should have been able to determine my eligibility for the VA mortgage before having me invest a tremendous amount of time in the process and moving into the home based on their assurances. Sounds like bait and switch to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-19

MN

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I was recently married and added onto my husbands account at Navy Federal Credit Union. We do n't live anywhere near a branch but it was important to my husband that we use this account as our primary account as this Credit Union is for military families. I attempted to make a deposit of a check thru the mobile deposit feature on the mobile app but received the following message " You need to be a member for at least 30 days in order to use Mobile Deposit. We are currently experience issues with Mobile Deposit enrollment. For assistance, please call Navy Federal at XXXX. '' I called and the representative informed me that I needed to open my own membership account in order to have access to this service. I informed him that I did n't need to make deposits into another account, just this one. I requested a supervisor and spoke to XXXX a Contact Center Supervisor. I again was unsuccessful at gaining access to make deposits into my account. I explained I already check for local ATMs to deposit in, they do n't participate in shared branching, etc. They informed me that I either needed to have my husband make the mobile deposit or I needed to mail the check in. I have no credit issues, long time on my job, etc. The only issue is that Navy Federal is forcing joint owners to open membership savings with them if they have no other options to conveniently make deposits. I have my husband at home and can have him make the deposit for me. This institution is for military families and not all joint owners are going to have that same access to their spouse as I currently do. To make struggling military spouses open a separate account to be able to make deposits into a different account when there is n't a nearby branch is n't right.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-18

GA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Last year 2016, I applied for an saving/checking account with the Navy Federal Credit Union ( NFCU ) online. I called to check the status of my application, which I was told that my application was denied. It was denied, because I need to email over proof of identity ( like bank statement, driver license, social security card, and etc ). I was told to email the documentation to email address XXXXXXXXXXXX and XXXXXXXXXXXX. Once I emailed the information over, I was told by the rep that I was denied because there was an warning on my credit report through XXXX XXXX XXXX ( XXXX ) with XXXX XXXX XXXX ( XXXX ). I disputed the information on the XXXX XXXX XXXX report and had the item removed, because they could not verify it. I received a letter in the mail from XXXX ( XXXX XXXX XXXX ) stated that the information will be deleted from my credit report. So, after that happened, I waited about a week before I applied again for an account with NFCU ( Navy Federal Credit Union ). I applied on XXXX XXXX for an saving/checking account and re-email the documentation to the emails listed in this complaint. On XXXX XXXX, I called and spoke with a rep to check on the status of my application. The rep stated that my membership application was denied because I did not hypen my last name. Also, the rep stated that I had to do another application with the hypen last name. So, I did another application on the XXXX XXXX online with the hypen last name. Check on the status of my application again with NFCU and was told to take my documentation again to the NFCU branch office. So today I took my documentation to the XXXX, Georgia NFCU branch office, so that I would be able to open up the account. I was told by the female rep in the branch office that my account was denied again. I explain to her that I signed up for the XXXX XXXX to join the NFCU, which I paid {$25.00} to join so that I would be able to get an account with NFCU. The rep stated to me yes if I join the XXXX XXXX the application has to be done online ( which I did ) and now she is telling me that she have to do another application and I have to wait until 3-5 business days before I will get an response. She also stated that once I get an response then I will have to go back to the branch to bring documentation of my identification. This getting ridiculous and we are faxing or emailing our information over with our social security number and other personal information over and they are not looking at the information to give feedback to new members or customers that wants to become a member. I 'm very disappointed in NFCU, because I hear good things about their Navy Federal Credit Union. The only thing that I 'm trying to do is opening an saving and checking account. I just do n't understand why customers can not received an email stating that they application has been denied. I had to call about 6 times to try to get this situation solved and still is not solved. There should be a better way of NFCU to treat their customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-01-18

Boloxi, MS

Incorrect information on credit report

Credit reporting:

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

Disputed: No Timely Response

2017-01-18

Florence, SC

Deposits and withdrawals

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

2017-01-18

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

2017-01-18

Lewisville, TX

Credit decision / Underwriting

Mortgage: VA mortgage

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

Disputed: No Timely Response

2017-01-18

Temperanceville, VA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Describe what happened so we can understand the issue ... Naval Federal Credit union fail to pay bill as though their bill pay as agreed resorting in my credit going bad they told me they was going to depute the to each reporting company and did not also was to send me a copy of what they did and have not done so this was done to hurt my credit and then refused to help resolve the issue they made and lied about it which is why they did it intentionally They said they sent you a letter to give to me. Never got it They are now retaliating against me by not paying my bills as set up in the system and scheduling payment early so they can charge me a fee. They claim they ca n't see my records lie lie its in their system. They agreed to send a letter to the reporting agency 's and was sending me a copy by mail, when asked they sent it to you to give to me still do n't have it. Their current action is retaliation for filing prior complaints. They have and to continue to mess-up my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-17

New Orleans, LA

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

2017-01-16

Hisega, SD

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

2017-01-16

Syringa, VA

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: Yes Timely Response

2017-01-16

WA

Other

Credit card:

Complaint: I was making on time payments, and the credit company ( Navy Federal ) was reporting late payments, even though my statements were paid on time. I contacted Navy Federal with five certified letters, stating that they were reporting my account wrong on the XXXX major credit bureaus, and how they were in violation of the fcra, and the Fair Debt Collection Practices Act. There has n't been any replies, so I continued to send letters, stating that they are violating federal law. To this day, XX/XX/XXXX, Navy Federal Has not marked my account disputed, or responded to my certified letters.So now the account is delinquent, and they still have n't marked the account disputed. I get the XXXX credit reports, from the XXXX website.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-16

Goose Creek, SC

Deposits and withdrawals

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

2017-01-16

AR

Account opening, closing, or management

Bank account or service: Checking account

Complaint: The Consumer Financial Protection Bureau alleged that the NAVY Federal credit union misled its members about its debt collection practices and also unfairly froze customers out of their own accounts without adequate warning, affecting hundreds of thousands of people. I was frozen out my accounts many time over the last XXXX years
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-15

Burlingame, CA

Fraud or scam

Money transfers: Domestic (US) money transfer

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

Disputed: Yes Timely Response

2017-01-15

Belle Haven, VA

Incorrect information on credit report

Credit reporting:

Account terms
Complaint: NAVY FEDERAL CREDIT UNION CONTINUING TO REPORT FALSE AND INACCURATE INFORMATION AFTER HAVING BEEN DISPUTED MULTIPLE TIMES. COMPANIES FAILURE TO PROVIDE ADEQUATE PROOF OF DEBT WHEN REQUESTED WHEN REQUESTED MULTIPLE TIMES SINCE XX/XX/2015. CONTINUES TO TARNISH CREDIT WORTHINESS AS A RESULT. AS A RESULT OF TARNISHED CREDIT WORTHINESS I HAVE BEEN DAMAGED FINANCIALLY AND MY CREDIT REPUTATION AN EMBARRASSMENT BECAUSE OF NAVY FEDERAL CREDIT UNION CONTINUING TO HARRASS ME BY MEANS OF DAMAGING MY CREDIT AND PROVIDING FALSE INFORMATION TO ALL XXXX CREDIT BUREAUS, EVEN WHEN DISPUTED.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-13

Finksburg, MD

Deposits and withdrawals

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

2017-01-13

Dulles, VA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

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

Disputed: No Timely Response

2017-01-13

Cheverly, MD

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I 've fell behind on my payments with navy federal credit union, car loan, credit due to unemployment after I received another job my car was repossessed and I paid nfcu my payment and the repossession fee which turned out to be XXXX dollars my vehicle still was not released due to nfcu telling me I would have to pay the repo company there share which is now XXXX also my checking account was overdrawn XXXX dollars and they closed my account along with my credit card account I 've noticed I 've been spending more money than I started off paying I believe I 've paid half of my car loan off by now but it appears as if my car loan has became the same price as when I purchased it, also the bank told me I would have to pay them before they were to re open my account which is strange considering my account had direct deposit and they closed it out
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-13

Woodbine, GA

Problems when you are unable to pay

Consumer Loan: Personal line of credit

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

Disputed: No Timely Response

2017-01-12

NJ

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I applied with my credit union ( Navy Federal CU ) on a mortgage. They claim that if they can not match a rate that a competing lender is offering that they will pay you {$1000.00}. I ended up closing with the competing lender and NFCU will not honor their {$1000.00} rate match claim as it is described on their match form. Their rate match claim form reads " Upon receipt, Navy Federal will review the HUD-1 Settlement Statement/Closing Disclosure and the Mortgage Note to confirm that the loan closed on the same terms and conditions originally quoted by THE COMPETING LENDER. '' The form does not say that it has to close on the same terms and conditions that Navy Federal was offering. I feel as though I was deceived by this and NFCU does not want to honor their rate match claim as stated on the form. I have been in the mortgage industry for 22 years and this is a classic case of deception that we learn about every year during our continuing education classes.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-12

Belle Haven, VA

Other

Credit card:

Complaint: I have a checking, savings and credit card account with Navy Federal Credit Union. I failed to make a payment on my credit card and the credit union has locked me out of my account. I am not able to access my checking and savings account. From my understanding, Navy Federal is not permitted to participate in these practices.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-12

Silver Spring, MD

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