NAVY FEDERAL CREDIT UNION

2017-01-11

Albuquerque, NM

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

2017-01-11

Baltimore, MD

Balance transfer

Credit card:

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

Disputed: No Timely Response

2017-01-11

Discovery Bay, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: To whom it may concern ; I am writing in regards to a checking line of credit ( XXXX ) account # ending in ( XXXX ). For the past right under two months until yesterday, XXXX XXXX, XXXX, I have had no access to any of my account via online. I have also not received any statements or any other collateral via the mail with the exception of a letter that was dated XXXX, XXXX, XXXX from XXXX XXXX, VP of XXXX of which I will attach to this complaint. Prior to my XXXX statement when the account was under the existing credit line of $ XXXX, I had multiple identity theft issues with my checking and credit cards with Navy Fed amongst other creditors as well. The reason for my writing is that I have made approximately 13 calls over the past 30+ days requesting for my online access to be blocked or at the very least for someone to send me something in writing concerning my accounts so that I could make the necessary monthly payments accordingly. Until yesterday morning, I had not had any access nor any ability to make payments on this account in question. My minimum monthly payment went from $ XXXX to an estimated {$2900.00} over the course of the past 46 days. The difference is in the overage of my credit limit because a payment that was made by me came back which in turn increased by balance by an additional {$2000.00}. I have multiple issues that I am concerned with from both an ethical and legal standpoint. Firstly, I have tried on multiple occasions via phone calls to the collections, customer service and consumer lending departments to make my minimum payments on this line of credit. While I have been told a plethora of conflicting and inconsistent data concerning this account and the " amounts owed '', the one constant that I have been told is that I am unable to make a payment over the phone and that I can not make a payment less than the now $ XXXX without continuing to harm my credit. Just this month, Navy federal reported to the ( XXXX ) credit bureaus that I am now 30+ days late which has finally instigated my filing this complaint. Yesterday, after speaking with the consumer lending department on the phone, I decide to go in to a local branch in hopes that they can help me understand and subsequently can show me proof where I am required to pay the entire overage on my account in addition to any late fess and interest. I met with, XXXX XXXX, Branch Manager at the XXXX, CA location for over two hours. She proceeded to pull up the document, make several phone calls to find where in the documents I signed does it show that a consumer is required to pay the entire overage of the checking line of credit. What she came to realize is that it does not state that we are required to pay the full amount, but clearly does state on line # XXXX of the disclosure that I am to pay a minimum of 2 % or {$20.00} of the total amount owed at that time whichever is the greater amount. It also states as a side note that the consumer is to pay " whatever shows on the periodic statement '' as the minimum payment. So, the last statement on the disclosure is illegal. To date, no one has been able to confirm either verbally or in writing exactly what my minimum payment should be in order to not be " late ''. Here are my concerns ; 1. How am I to pay anything when I do n't have access in any capacity to my account? 2. I have requested plenty of times to have something mailed to me so that I can see what it is I am paying, etc. to no avail until yesterday via the branch office. 3. How can you report a 30 day late under these aforementioned circumstances? 4. I have the legal right to see where in states in writing that I am required to pay any overage of my credit limit or what you as a credit union deem appropriate. 5. The investigator handling my account has never attempted to call me. I am a consumer that has rights. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-01-10

Cheverly, MD

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-01-10

Killeen, TX

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 monetary relief

Disputed: No Timely Response

2017-01-09

Chicago, IL

Billing disputes

Credit card:

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

Disputed: No Timely Response

2017-01-09

Beach Park, IL

Billing disputes

Credit card:

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

Disputed: No Timely Response

2017-01-09

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: Yes Timely Response

2017-01-09

Dubberly, LA

Money was not available when promised

Money transfers: Domestic (US) money transfer

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

Disputed: No Timely Response

2017-01-09

Beaumont, CA

Shopping for a 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

2017-01-09

Stkn, CA

Problems caused by my funds being low

Bank account or service: Savings account

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

Disputed: No Timely Response

2017-01-09

Liverpool, TX

Cont'd attempts collect debt not owed

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

Debt is not mine
Complaint: Navy Federal Credit Union is reporting a line of credit/installment loan to XXXX and XXXX credit bureaus that I NEVER opened. They are reporting that I opened the account XX/XX/XXXX to XXXX and reporting to XXXX that I opened it XX/XX/XXXX. THEN they are reporting that the 1st delinquency as XX/XX/XXXX, AND that it was charged off in XX/XX/XXXX. AND they are reporting it was reviewed for 20 months on XXXX -- HOW could it have been reviewed for 20 months when they are trying to say I opened it XX/XX/XXXX yet it was charged off XX/XX/XXXX? I did NOT open this account in XXXX period. I have disputed it with the credit bureaus and I sent a certified letter to Navy Federal Credit Union which they rec 'd on XX/XX/XXXX. ( See attached ) They have since verified the account with the credit bureaus and they have not responded to my letter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2017-01-09

Liverpool, TX

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Complaint: XXXX is listing a collection account on my XXXX and XXXX credit reports. I have asked for debt validation under Texas Finance Code 392 from XXXX XXXX via certified mail sent XX/XX/XXXX ( see attached certified letter ) and company has failed to provide required debt validation. XXXX did not respond to my request except to update their reporting to the ccredit bureaus.Under Texas Finance Code debt collector is required to delete entry if they fail to provide required debt validation. I have disputed multiple times with credit bureaus and have sent ceritfied letters to XXXX ( see attached certified letter ). The collection account is currently being reported to XXXX and XXXX -- and the information between the XXXX bureaus do not match either. XXXX has date to be removed as XX/XX/XXXX and the other has date to be removed XX/XX/XXXX so they are reporting different dates of first delinquency.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-07

Parker, CO

Unsolicited issuance of credit card

Credit card:

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

Disputed: Yes Timely Response

2017-01-07

Charlotte, NC

Disclosure verification of debt

Debt collection: Credit card

Right to dispute notice not received
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-06

Yulee, FL

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: Yes Timely Response

2017-01-06

Jacksonville, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied for a Refi mortgage with Navy Federal Credit Union. The loan refi was denied. I wrote a XXXX page letter to NFCU describing the fiasco. I will attach the letter for your read. Thank you, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-05

Antlers Park, MN

Incorrect information on credit report

Credit reporting:

Account terms
Complaint: Navy Federal Credit Union made a mistake on my new credit card. They mistakenly charged a finance fee on my new credit card account which put me over the credit limit by a few dollars. They did not inform me of the fee while the transfer was being made on the phone, the fee of a few dollars could have been taken from my other account to prevent this problem from Due to poor customer service, lack of training on the agents part, and complete lack of effort on their part, I ended up with no option except to file a complaint to resolve this issue when the bank could have done it themselves. Because of these reasons, an overage on the credit card was reported to the credit bureau. After multiple conversations with the bank they admitted to the mistake but said that it was passed their time limit and refused to make the reversal. I want this bad mark removed from my credit reports.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-04

Kings Ferry, NY

Deposits and withdrawals

Bank account or service: Savings account

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

Disputed: No Timely Response

2017-01-04

Ernul, NC

Problems when you are unable to pay

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2017-01-04

Bell Gardens, CA

Using a debit or ATM card

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2017-01-04

Occoquan, VA

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 Timely Response

2017-01-04

Jacksonville, FL

Deposits and withdrawals

Bank account or service: Savings account

Complaint: Money withdrawn from my savings account in the amount of XXXX $ to pay for credit card bill with out my permission
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-01-04

Hinkley, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I am a identity theft victim, i have had accounts opened in my name i have just recently checked my credit report to find an account which was opened without my knowledge fraudulently. I sent Navy Federal Credit Union a Federal Trade Commission identity theft report affidavit and a Identity theft report from my local Police Department on XXXX through certified mail, its arrival date was XXXX and they sent me a letter stating that they would not close and remove this from my credit report due to the fact they did not think it was fraudulently opened, that letter was dated XXXX, there is no way they can conduct a ACCURATE and legitimate fraud investigation in one day. I sent the same letter to the credit reporting agencies and they removed the account from my credit report within 4 days of receiving my certified mail as stated in the FCRA XX/XX/XXXX which i will now site ; ( a ) Block. Except as otherwise provided in this section, a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt by such agency of -- ( 1 ) appropriate proof of the identity of the consumer ; ( 2 ) a copy of an identity theft report ; ( 3 ) the identification of such information by the consumer ; and ( 4 ) a statement by the consumer that the information is not information relating to any transaction by the consumer. ( b ) Notification. A consumer reporting agency shall promptly notify the furnisher of information identified by the consumer under subsection ( a ) of this section -- ( 1 ) that the information may be a result of identity theft ; ( 2 ) that an identity theft report has been filed ; ( 3 ) that a block has been requested under this section ; and ( 4 ) of the effective dates of the block. ( c ) Authority to decline or rescind. ( 1 ) In general. A consumer reporting agency may decline to block, or may rescind any block, of information relating to a consumer under this section, if the consumer reporting agency reasonably determines that -- ( A ) the information was blocked in error or a block was requested by the consumer in error ; ( B ) the information was blocked, or a block was requested by the consumer, on the basis of a material misrepresentation of fact by the consumer relevant to the request to block ; or ( C ) the consumer obtained possession of goods, services, or money as a result of the blocked transaction or transactions. ( 2 ) Notification to consumer. If a block of information is declined or rescinded under this subsection, the affected consumer shall be notified promptly, in the same manner as consumers are notified of the reinsertion of information under section XXXX ( a ) ( 5 ) ( B ) of this title. ( 3 ) Significance of block. For purposes of this subsection, if a consumer reporting agency rescinds a block, the presence of information in the file of a consumer prior to the blocking of such information is not evidence of whether the consumer knew or should have known that the consumer obtained possession of any goods, services, or money as a result of the block. ( d ) Exception for resellers. ( 1 ) No reseller file. This section shall not apply to a consumer reporting agency, if the consumer reporting agency -- ( A ) is a reseller ; ( B ) is not, at the time of the request of the consumer under subsection ( a ) of this section, otherwise furnishing or reselling a consumer report concerning the information identified by the consumer ; and ( C ) informs the consumer, by any means, that the consumer may report the identity theft to the Bureau to obtain consumer information regarding identity theft. ( 2 ) Reseller with file. The sole obligation of the consumer reporting agency under this section, with regard to any r
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-01-04

MO

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: In XX/XX/XXXX, it became apparent that I had hail damage on my roof and it had started leaking. I contacted my insurance company who provided a very good detailed step by step plan on what to do. Got a XXXX who replaced the roof. Called Navy Federal Credit Union to understand how to handle the claim check. We reviewed the requirements XXXX times. I got the first settlement check and sent it as instructed to NFCU. A week later they informed me via email that there were other things that had to be done. They were returning the check to me. After XXXX weeks and numerous phone calls it appears they lost the check. It took XXXX more weeks working with the insurance company and NFCU to get the check replaced. I live in XXXX, XXXX. I was in the states and kept contacting them to get everything needed done prior to my return to XXXX. They claimed they got everything cleared with the insurance and would deposit the check. I had already paid {$24000.00} out of pocket for the repairs. The first check for {$13000.00} was deposited to my checking account. I transferred just under {$12000.00} to my XXXX credit card. XXXX days later NFCU withdrew the check stating it was fraudulent. I have called them over XXXX times and emailed XXXX times. I have received XXXX emails with limited information and XXXX phone calls which did not resolve any of the issues. I leave voicemail each time I call as I have never caught anyone at their desk. Today I have been informed that the insurance company is issuing the check for a third time in XXXX days. NFCU has withdrawn all my savings, charged me several fees, caused me to be charged fees from XXXX, cost me several overnight mail charges which were a waste of time and interest on my Line of Credit and XXXX credit cards. Cost out of pocket exceed {$400.00}. Now they are taking all the money out of my adult children 's accounts to try to cover some of the cost. I have been on hold now for over an hour. They apologize and state that it was their fault, but each time they apologize it cost me {$100.00} or more. I paid to have the second/final insurance check overnight. They received it on the XX/XX/XXXX. Thus, far they still have not acted on that check. I understand it is the holiday season with many people on vacation, but they do n't stop charging me interest. They admit negligence in handling this issue, but have not resolved the issue yet.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response