NAVY FEDERAL CREDIT UNION

2016-12-08

Temperanceville, VA

Settlement process and costs

Mortgage: VA mortgage

Complaint: Recent flood insurance claim check was written to the mortgage company and me. it 's now in a secured escrow account and they wo n't release funds to start the repairs to my home. I 'm doing the work myself so they stated that I would have to purchase the materials first then they will reimburse me. So I have to come out of pocket first. They have also taken it upon themselves to make checks payable to the companies that we have submitted estimates for. I try to explain to the Insurance Claim Specialist that the quote was an estimate which can change based on how much material we will need she stated ; we would have to submit yet again another invoice. I tried to explain that this is holding up the building of the home to make it what is was prior to the flooding. She then expressed that 's it 's a process. I then asked for the written notice of this process she then expressed that its and internal memo and she can not share. She then said that I will be reimbursed by Tuesday for the materials that I have purchased so far and I have nothing yet. How is it that a bank can take it upon themselves that make checks payable to outside sources without my permission? 2 months post Hurricane XXXX and NFCU is no help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-12-08

Macclenny, FL

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-12-07

Annapolis, MD

Managing the line of credit

Consumer Loan: Personal line of credit

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

Disputed: No Timely Response

2016-12-07

Jacksonville, FL

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: During the VA loan application process with Navy FCU it was requested by the loan officer that I submit a letter of explanation for a mortgage 60 day late on my credit bureau report. I submitted a response that the mortgage late was due to unemployment and submitted supporting documentation as unemployment as the reason for the 60 day late. The mortgage late was not due to financial mismanagement as unemployment was reason for the 60 day late. The loan officer communicated to me verbally over the phone that my application was declined due to financial mismanagement as the loan underwriter stated that due to my occupation ( working for a bank/financial services industry ) that I should have known better to make my mortgage payments on time on my rental property. This is a fair lending violation for discrimination and shameful conduct for Navy FCU as a financial institution that has a majority of it 's customers from the veteran community as a application for VA mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-07

Fort Lauderdale, FL

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: I applied for a mortgage loan through Navy Federal Credit Union. I received a preapproval, based on my current gross take home pay. I was then informed to find a home and place a contract. And that once the home was under contract I would then receive finally approval. I am self employed which I informed the bank up front, they requested my XXXX and XXXX for the past 2 yrs, which I sent over. I found a home in XXXX XXXX, 2016 and place a contract on the home. I spoke with the loan officer in XXXX to ensure that all of the documents that were needed to qualify they had. She ensured me of such. After I went under contract, paid for home appraisal, inspection, title search and survey. The bank had all the information need prior to requesting my tax returns to issue a letter of denial. They had my Federal Tax transcripts which are the exact same thing as my tax returns. They never requested my tax returns from me until that 8 days before closing. Federal tax transcripts are the exact same thing as my taxes. They are no different. At the time of them reviewing my tax transcripts, they should have issued me a loan denial. This was negligence on the banks behave. Three days prior to closing the bank sent me a denial letter! After myself and my Broker requested for the last 2 weeks prior to closing for them to respond with either a letter of commitment or denial, they waited until 3 days before closing to deny. They had received my tax transcripts and based on that alone they should have issued a letter to deny. But they did not! They continued to request further information, that had no bearing to change the fact that what was the income on my transcripts matched the income on my tax returns. As they are XXXX in the same! They knew XXXX2 weeks prior that they could not approve the loan and that is the time they should have sent out the denial letter. By the bank delaying their response placed me in breach of my contract in the purchase of the home, in the state of FL.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-06

Virginia Bch, VA

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

2016-12-06

Tampa, FL

Other fee

Credit card:

Complaint: Over charged account, sold disputed account, filed false information on my credit report. which resulted in my XXXX being terminated with the XXXX while I was XXXX XX/XX/XXXX and unable to work at my XXXX in XXXX XXXX FL as of XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-06

Garrett Park, MD

Loan modification,collection,foreclosure

Mortgage: Home equity loan or 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

2016-12-05

Charleston, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2016-12-05

Cheverly, 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

2016-12-05

Chesapeake, VA

Taking out 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

2016-12-05

Brentwood, TN

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: I currently have 3 credit cards with NFCU, and all of the sudden NFCU turned off 2 of them. I called NFCU to see what happened and they stated they were turned off and my 30 day window to turn them back on had passed. I was not given no prior notification from them that this was happening. NFCU has a past of doing illegal things
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-05

Oxford, GA

Disclosure verification of debt

Debt collection: Mortgage

Right to dispute notice not received
Complaint: I called Navy Federal per my agreement with them since my bankruptcy that I would keep making my monthly payments to keep my home out of foreclosure and was catching up bit by bit. They told me I 'd get a letter accelerating the balance but they would n't send it to attorneys as long as I completed their borrower 's assistance packet which I returned to them via mail & they confirmed receving it. I have made every payment faithfully except in XX/XX/XXXX I was unable to reach their Loss Mitigation Department who is the only person that will process my payment. I was out of the country and called as soon as I got back to make two payments and that 's when I learned they hired their lawyers after receiving my response packet. I 've made XXXX payments in the last 120 days and am under a Federal Home Loan Modification. I 've told this law firm that and they said " well you have no rights to see a judge so we 'll just foreclose anyway unless you pay the full balance today. '' I do n't have the full balance of my mortgage. I returned all of the borrower 's assistance documents to Navy Federal in XX/XX/XXXX and never received any response from them. When they got my paperwork apparently they just hired this crooked law firm to throw me out. I have gone XXXX over the mortgage and I request an investigator be assigned to look into this. I told them I dispute the debt because to foreclose now is illegal they just said to e-mail them but it wo n't stop anything.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-05

Jupiter, FL

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: Navy Federal Credit Union primarily owed me {$3700.00} and I submitted a complaint against the organization due to the fact that this amount was related to fraudulent charge made on my account. Navy Federal Credit Union attempted to resolve the issue by only issuing a refund amount of {$2100.00} from the {$3700.00} which was {$1600.00} lesser than the total amount owed to me. The total amount taken from my bank account was {$3700.00} and 15 % interest rate was being charged to me for the past three years since Navy Federal Credit Union denied any responsibility of the matter. I will not be satisfied until NFCU returns the rest of the money owed to me that amounts to : {$1600.00} plus the interest back to me. I totally understand a portion of {$2100.00} was deposited to my checking account, but it is not enough. Many other veterans and federal employees have voice their concerns about Navy Federal Credit Union greedy agenda which is manifested by putting their interest above the people they represent. I give you a break down of the money that was supposed to be given which Navy Federal Credit Union did n't give. I would like to pursue the effort to regain the rest of the money back from this organization and I will stop until it 's done. {$2100.00} + {$1600.00} = {$3700.00} + 15 % interest charged for the past three years
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-12-04

Hudson, OH

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

2016-12-04

Fort Worth, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: WE HAVE TRIED TO JOIN SEVERAL MILITARY ADVERTISED BANKS AND CREDIT UNIONS AND THEY HAVE MEMBERSHIP REQUIREMENTS THAT ARE NARROW AND DO NOT PERTAIN TO SIMPLE VETERANS SUCH AS MY HUSBAND WHO FOUGHT IN THE XXXX WAR. THIS IS DISCRIMINATION TO THE VETERANS OF THIS COUNTRY THAT THESE ADVERTISED MILITARY BANKS DO NOT LET VETERANS APPLY FOR A SIMPLE CHECKING ACCOUNT. I NEVER THOUGHT I WOULD SEE THAT THE UNITED STATES DISCRIMINATES AGAINST OUR VETERANS AND IS ALLOWING MILITARY ADVERTISED BANKS AND CREDIT UNIONS DISCRIMINATING AGAINST OUR VETERANS WHEN ADVERTISING THAT VETERANS CAN IT FACT JOIN. I CAN NOT BELIEVE THAT OUR VETS ARE BEING TREATED THIS WAY AND I WOULD APPRECIATE YOU CHECKING INTO ALL THESE INSTITUTIONS AND ASKING THEM WHY THEIR MEMBERSHIPS ARE SO RESTRICTIVE. IF THIS IS OK WITH THE FEDERAL GOVERNMENT WHEN THESE ENTITIES ARE IN FACT FEDERAL MILITARY BANKING SYSTEMS AND THEY ARE DISCRIMINATING AGAINST OUR VETS.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-03

Trenton, NJ

Billing disputes

Credit card:

Complaint: Someone opened up a Navy Federal Credit Union account in my name. I have tried twice to dispute it with them, and they denied me both times. I even asked them to tell me how the credit money was used so I could prove it was n't me, and they did n't give me that chance. It is negatively affecting my score.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-03

San Jacinto, CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XX/XX/2016 I traveled to XXXX to experience the night life. Unknowing of the dangers and known risk of that area, I opened a tab at a local bar/restaurant. My credit card remained in the bar tender 's possession approximately 3-5 hours. I did not submit fraudulent claims for 3 other transactions made that day because they were transaction that I made. The next day, I received a notice from my bank, Navy Federal Credit Union ( NFCU ) which notified me of the {$830.00} dollar transaction that was made on my account. It asked whether the transaction was made by me, and it was not to reply with a 'no ' to the text message. I immediately replied with the obvious no. Once logging into my account, I noticed two separate transactions made at an ATM machine. I once again immediately notified my bank. Since I 'm stationed a few hours south of XXXX, and the nearest NFCU branch is 2 hours away from me, I could not make it into the bank until 4 days later. While at the branch, the bank teller deposed of the card in which the fraudulent transactions were made, and issued me a new one. Additionally, she initiated a claim only for the two ATM transactions since they had already posted to my account. They issued me a provisional refund for the two ATM transactions. She advised to contact NFCU via phone once the {$830.00} transaction posted to my account to initiate a separate claim. Once the transaction posted to my account, I contacted NFCU and initiated the claim. The representative who took the claim, annotate vague and information that lacked detail which could have painted a better picture for the investigator. I found out about the notes that were taken on the account because they were read back to me once I called to get an update on the claim. I noted to the person who took the claim, that I attempted to notify the XXXX authorities, but was advised that they were unable to do anything since the incident was a civil matter. After doing some research, there were several warnings posted by the XXXX of similar cased involving fraudulent transactions and service members being " drugged '', and mugged. I tried to relay this information to the person taking the claim, but she was uninterested of the additional detailed and just wanted the basics. She also advised me that a provisional credit was going to be issued within 48 hours. When I asked for a good time to follow back on the claim, she stated that the investigator would not be available until to following XXXX ( XX/XX/XXXX ), due to the holiday break. This was on ot about XX/XX/XXXX. When I finally called back XX/XX/XXXX to get an update on the claim and inquire on the status of the provisional credit I was advised by another representative that he was unable to get me details on the account and that I needed to call back to following day to speak to my fraud investigator on my case. The representative who took the called asked if I wanted to leave a message for my investigator ; which I did. I asked the representative to relay to the investigator that I was XXXX, and did n't have reliable cell phone as a means for communication. Additionally, I requested that the investigator send me an email so that I can move to a location where I could call him. I never received that email. The following day, I called back and was advised by another representative that my claim was denied. Bases for being denied : since there was a chip available on my card, and because the chip is designed to prevent fraudulent transaction like the one I reported, that the claim was denied. There were no documentation or information provided to me which demonstrated that Navy Federal Credit Union 's investigation was conducive to a bank who looks out for their customer 's best interest. No explanation. Am I protected under ELECTRONIC FUND TRANSFERS ( REGULATION E )?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-03

Brentwood, TN

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX, I called Navy Federal Credit Union in regards to my auto loan account stating that I owed around XXXX dollars by XXXX XXXX, 2016. I called to inquire why this was. NFCU stated that my loan was up and I need to pay that amount by the XXXX of XXXX no if ands or buts. I stated to the Rep that I was unable to do that and I stated that I could continue to pay the XXXX for the rest of the loan. She said no and I could get the car refinanced, I stated " OK '' and she proceed to give her my information. She came back and said my payments would be around XXXX for 6 months. She said this will take around for days to be processed and updated. I have not heard back from NFCU, believing they do not care and only want there money. When my accounts are past due NFCU limits my ability to log on the account. after also reviewing my loan account, its looks like NFCU has charged me over the life of the account numerous unnecessary fees of XXXX to bring my balance up.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-12-02

NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Approximately 6 months ago, my employers payroll account was hacked into and stolen all of our personal information was stolen. Identity theft has several accounts open. One was thru Navy FCU. I called several times to have this account closed due to identity theft. Everytime I spoke with someone about it, supposedly they closed the account and they were going to send out an affidavit to complete and send back ( never received ). Last call was one month ago about this situation. And I am still receiving monthly statements in the mail and have not received the affidavit. Also when this account was open, it put a hard hit on my credit score. Not happy. If I closed an account esp due to identity theft, I should not have to call every month when I receive a monthly statement to find out it HAS not been closed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-12-02

El Paso, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Please, be advised that Navy Credit Union bak, withdrew a money from my checking account to cover a charged off credit card, where we had not such a an agreement when I went to your local branch in XXXX XXXX. Bank teller, specifically, said that I can not tranfer money from on line banking to cover credit card payment, instead I have to go in the branch and make a payment. I do n't know how bank collection department got a liberty to transfered money without my consent, beacuse of that my check returned to merchandise for insufficent fund and also got charge a {$35.00} fee on top of bank a fee of XXXX . It was not a specefic date that I had to make a payment in the branch '' just once a month. A nay federal bank should refuded me a XXXX $ fee plus a XXXX $ that charged by merchandise, the totale of XXXX $ should be credit it back into my checking accoun.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-02

ME

Deposits and withdrawals

Bank account or service: Checking account

Complaint: This complaint is based off Administrative Proceeding File No. XXXX I have on several occasions Navy Federal Credit Union have sent me Deceptive Collection Letters and have called me claiming that I needed to bring my past due account of to date or they would be forced to seek legal action against me. Furthermore during XXXX of XXXX up to XXXX XXXX I received paper check that required to be scan deposited due to the fact there were no local Navy Federal Credit Union. Because of the fact a few of my account would become more the ten days delinquent they froze all my accounts including my Visa XXXX Check Card and my Debt Card until I bought that account up to date. I would have to call to get them to remove the lock out and allow me to scan deposit and I would have to bring the delinquent account first or they would lock out all my accounts again. This was very inconvenient as I was in between jobs and also going through a separation that lead to a divorce.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-12-01

Drummond Island, MI

Customer service / Customer relations

Credit card:

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

Disputed: No Timely Response

2016-12-01

Foxridge, 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 Timely Response

2016-11-30

Woodbridge, NJ

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