NAVY FEDERAL CREDIT UNION

2017-01-02

Diamond, 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 explanation

Disputed: No Timely Response

2017-01-01

Ampthill, 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 non-monetary relief

Disputed: No Timely Response

2016-12-31

Glen Allen, VA

Payoff process

Credit card:

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

Disputed: No Timely Response

2016-12-30

N San Juan, CA

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

2016-12-29

Stevenson, MD

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: In XX/XX/2016, Navy Federal Credit Union stated I have a loan balance with them in the amount of {$1100.00}. with fees added, totaling {$1200.00}. NFCU offered me a settlement of {$630.00}. the settlement was paid in XX/XX/2016. Today, XX/XX/2016, I am reviewing my XXXX credit report and NFCU is reporting that the {$1200.00} has been written off vs paid in settlement. I spoke with NFCU and they claimed there 's nothing they could do to change the " falsely '' reporting information and it is XXXX reporting the information and not NFCU.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-28

Leming, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XXXX/XXXX/2016 I made a payment to my Navy Federal Checking Line of Credit, which NFCU claimed on XXXX was returned unpaid. On XXXX/XXXX/2016 my account access for all of my Navy Federal accounts was frozen. I called NFCU to inquire as to why I could not log in to my accounts. At that time the agent attempted to walk me through a password reset of my account. I was still unable to log in. At that time I was advised that my accounts were fine, but that the loans department had placed a freeze on my accounts. That team was unavailable, so I had to call back. I called NFCU again on XXXX, and was advised that because my Checking Line of Credit was delinquent, my electronic services had been revoked. I had no access to any of my accounts. I was assured that until I paid what I owed Navy Federal, I could still transfer money between my accounts over the phone to pay things like my car payment and credit card, as well as use my NFCU credit card as long as I continued to remain in good standing on those accounts. On XXXX I started receiving notification from places I was making payments to that my payments were bouncing from both my credit card and checking. I called again and asked about what was going on, and was advised that my account was overdrawn. NFCU had removed all money from my accounts to go towards the XXXX balance. An item attempted to clear my account, but was returned. The vendor, XXXX, had another attempt scheduled for that evening, so I asked the agent to have money transferred from my credit card to checking to cover the balance until we figure out what is going on. I was advised at that time that ALL access to anything, including transfers, my credit card, etc. had been taken, and I could not access my accounts until NFCU was paid for the XXXX that was past due. I can not even use the phone to handle my account. At this time, I have no access to any of my accounts, and NFCU has caused my checking account to become delinquent as well. I have all of my liquid financial assets with NFCU, and this is causing severe hardship for myself and my family. I received no notice that my accounts would be frozen, especially when I am not delinquent in all that is frozen. I understand that this practice is in direct violation of the CFPB ruling file XXXX/XXXX/2016 labeled " XXXX ''. I would like my access restored, and any harm done to my accounts to be reversed, immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-28

Edenton, NC

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

2016-12-27

Fleming, GA

Customer service / Customer relations

Credit card:

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

Disputed: No Timely Response

2016-12-23

Jacksonville, FL

Problems caused by my funds being low

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

2016-12-23

Lewisville, TX

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2016-12-23

DC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I had a mortgage with the Navy Federal Credit Union and filed a Chapter 13. As part of my court approved plan, I can turn the property over to the NFCU. After explaining this situation they asked that I apply to submit a Deed in Lieu of Foreclosure which I applied to do - before they would approve that they said the property needed to be listed with a broker for 90 days which I did and there is now an short sale offer on the table representing about 95 % of the outstanding loan balance. NFCU is now saying before they approve the short sale they must have a letter from the trustee saying that the trustee will approve a short sale. My lawyer says that before that request can be made we need a letter from NFCU that they will release the lien once the deal goes through and NFCU is refusing. Worse, despite numerous requests for a conversation with a supervisor have never had my call returned. Concurrently, they filed a motion to get a judgment against me for the entire balance remaining on the loan which of course the trustee objected to based on the plan that NFCU was aware of when they sought the judgment. Frankly NFCU seems to be acting in bad faith and I can not figure out why it would be in there best interest not to accept the short sale. They repeatedly tell me that their guidelines do not allow the committee to review the short sale approval without the trustee letter and when I tell them what I need to get the trustee and court approval they tell me that I will not receive the letter. I am afraid now that the offer for the short sale will get pulled thanks to NFCU 's failure to work with me in a timely manner. It is shameful and I can not imagine that this is in NFCUs best interest - they should accept the short sale offer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-22

Atl, GA

Closing/Cancelling account

Credit card:

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

Disputed: No Timely Response

2016-12-22

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: Yes Timely Response

2016-12-22

Rancho Bernardo, CA

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2016-12-22

Port Republic, MD

Disclosure verification of debt

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

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

2016-12-21

Delaware, OH

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

2016-12-21

Macon, VA

False statements or representation

Debt collection: Credit card

Attempted to collect wrong amount
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2016-12-21

Moreno Valley, CA

Deposits and withdrawals

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

2016-12-21

Poway, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-12-20

Glenarden, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-12-20

Virginia Bch, VA

Deposits and withdrawals

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

2016-12-17

VA

Shopping for a loan or lease

Consumer Loan: Installment loan

Complaint: I came to the XXXX location in XXXX to apply for a loan. The loan was to pay for a certification class and moving expenses. After explaining the situation in its entirety to the representative, I was told that I needed to open an account to apply. After opening a checking account, he opened a savings account for me as well although I did n't need it. He then did the loan application and told me to check back in a few days. I decided to call the customer service number about an hour after getting home and was told that my application had been denied. I was also told that the decision was made right away, as in while I was in the branch. After appealing the loan process several times over the course of 4-5 days, I was finally told that Navy Federal does not grant personal loans for job certification purposes, but would be more than happy to help me with my moving expenses. After applying for a 4th time, I was denied again without a proper explanation. I was told to simply wait for my letter in the mail explaining the decision. I will be starting a new career in California on Monday, XXXX XXXX, and all Navy Federal has managed to do is waste my time and energy. From the beginning, the representative simply signed me up and left me out to dry. Knowing my application was denied, he told me to simply call back a few days later. Knowing that you do n't give loans for certifications, your customer service and lending teams wasted my time and money having me appeal and process several loan applications. I am going tomorrow to withdraw my money and close my account. I am also recommending my brother, a active member of the ( XXXX XXXX ) and my mother, both account holders of Navy Federal to do the same. I have never felt so cheated and swindled by a company in my whole life. I want this to be made very clear to Navy Federal : you created a checking and savings account for me AND RAN MY CREDIT knowing that the reason for the loan was not something you support. Shame on you and your banking institution for not knowing better.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-16

Las Vegas, NV

Credit line increase/decrease

Credit card:

Complaint: I 've had an account with Navy Federal since XXXX and in XXXX of that year they approved me for a credit card with a {$500.00} limit. After some time I added my wife to the account as a joint card holder. After about a year, I requested for a credit limit increase which was approved to {$20000.00} limit. Recently this year I requested for another credit limit increase and was declined for that increase. The reason was " Excessive credit obligations ''. FYI, between my wife and I, we have less then {$7000.00} outgoing in expenses. Our gross monthly income is OVER $ XXXX monthly! I ask you, DOES THAT SOUND LIKE WE HAVE EXCESSIVE CREDIT OBLIGATION???? I attached both my wife 's and mine paystubs to them for proof of our income. Here are the emails that were exchanged between Navy Federal and I during this process : Your Message XXXX/XXXX/XXXX : I am challenging the decision for the credit limit increase. The letter I recieved states " excessive credit obligations ''. Base on my research, my obligations are as follow : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX navy fed XXXX navy fed XXXX XXXX XXXX XXXX XXXX XXXX That put the total at $ XXXX monthly outgoing before housing expense. XXXX has the same accounts and XXXX additional auto loan for {$910.00}. That brings the grand total to {$3800.00}. If we added {$3000.00} for mortgage and housing expense that will put the grand total at {$6800.00}. I 've attached my most recent paystub with a YTD of {$XXXX} which would put my avg monthly gross income at {$XXXX}. These figures DO NOT include XXXX income ( attached as well ) which is just under {$XXXX} a year. So the only question I have is HOW CAN I POSSIBLY HAVE " EXCESSIVE CREDIT OBLIGATIONS ''?????? In addition, my credit card balances are ALWAYS paid in FULL on the due date. Also, between our savings accounts with Navy Fed, we have over {$70000.00} in cash!!!! Please explain how you derived at your conclusion?? PS. A {$15000.00} payment was just appied the the cash rewards credit card and I will be making another payment on the XXXX which will cover the entire statement balance Navy Federal Response XXXX/XXXX/XXXX : Thank you for your message. Because we take our members ' concerns seriously, we conducted a second review of your application. However, after careful consideration, we have determined that we must stand behind our original decision. At this time we can not qualify you for any additional unsecured credit in addition to your existing credit card account you currently have with us. We regret that we are not able to reach a more favorable decision at this time Your Message XXXX/XXXX/XXXX : XXXX. The term " excessive credit obligations '' would mean the consumer DOES NOT have the ablility to repay the debt. Mathematically this does not make sense! Base on my income alone, I calculated 33.5 % DTI. Please let me know if my math is wrong. Not to mention the fact that I have over {$XXXX} in my account and XXXX has {$XXXX} in her accounts. Please provide me with a DEFINITIVE reason as to why!! So far all you 've done is dance around the reason why. I know you pull XXXX but did you pull XXXX Or XXXX?? I do n't have my XXXX score but the XXXX has more accounts and should be more reflective. Navy Federal Response XXXX/XXXX/XXXX : Thank you for your response and apologize if you have been offended by our decision. As a financial institution we must adhere to strict lending guidelines in order to ensure fair lending decisions for our entire membership. These decisions are based on various criteria to ensure creditworthiness such as details reported by credit bureaus. In this instance, our established lending criteria were not met since you are currently at the maximum credit limit with combined credit card accounts we can provide you based on information provi
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-15

Buckeye, AZ

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: Yes Timely Response

2016-12-15

Charlotte, NC

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