NAVY FEDERAL CREDIT UNION

2016-10-31

Washington, DC

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Navy Federal Credit Union attempted to get my loan refinance by offering a 'Rate Match Guarantee. ' They then delayed and delayed the process to ensure my other bank rate would expire and then surreptitiously voided the deal they had with me. They had a criminally bad appraisal of my home done ( coming in over {$100000.00} lower than other appraisals ) and then told me they would use the appraisal of a different bank. After sufficent time passed for the rate I had from the other bank to expire, Navy Federal changed positions and insisted they could not use the appraisal of another bank but encouraged me to reapply for a loan at a much higher rate. This caused me to lose substantial rate savings and hurt my credit through multiple hard inquires.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-30

Hampton, VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: XX/XX/XXXX I went into Navy Federal Credit Union to cash a third party check through my Navy Federal account. Prior to going Navy Federal I contacted the company via telephone to make sure I would be able to cash the check and was told that I could. Once at the bank the story changed and I made a fuss about the misinformation. The days to follow I attempted to use my atm card only to find my account was restricted. I continued to bank with NFCU and in XX/XX/XXXX they took about {$3000.00} from a direct deposit to be posted to my account in my sister 's name, who owed the money to me and owed NFCU as well. I was not notified that my account was being restricted in XX/XX/XXXX or why it was restricted ; nor was I aware that it was legal to take money from a member 's account because the money was owed by another member.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-30

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 explanation

Disputed: No Timely Response

2016-10-29

Glen Park, NY

Making/receiving payments, sending money

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

2016-10-28

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 monetary relief

Disputed: No Timely Response

2016-10-28

Cont'd attempts collect debt not owed

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

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

Disputed: No Timely Response

2016-10-28

Norfolk, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-10-28

Ernul, NC

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

2016-10-28

Portsmouth, VA

Improper contact or sharing of info

Debt collection: Payday loan

Talked to a third party about my debt
Complaint: Navy Federal harassed my mother on her personal cell and at work, ( I did not have her listed as a relative of mine, nor did I supply her phone number ) and she received demerits for personal calls while at work. She explained to me that she got a call from them ; she thought it was about her account with them, and they asked her did she know me. She immediately replied that while she did know who I was, she did not have a relationship to me that would allow her to be privy to the information they were about to discuss. She hung up.I then called and I explained that I did not want my business discussed with any XXXX other than me. She then began getting calls everyday and she asked to be removed from their call lists about this issue. Then they began harassing her at work, using her personal extension. She again asked to be removed and then they called the main line and asked for her personally to talk about my account. That is when she began having issues at work from those calls. I then called and asked how Navy Federal got her contact information. I explained that I did not want my business discussed with any XXXX other than me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-28

Chula Vista, CA

Balance transfer fee

Credit card:

Complaint: So a few months ago, I had all my major banking done with XXXX XXXX. This included a checking account, XXXX savings, and a credit card. About a year ago, I opened an account with Navy Federal, the bank that I now use for all my banking needs. First, I only had a checkings and savings account with them. After I inquired about what interest rate Navy Federal could give me on a credit card, I was told I had an offer for a credit card with only 11 % APR, rewards, but most importantly, 0 % Interest on Balance Transfers for 15 months. I jumped on the promotion due to the fact that I had an almost {$1000.00} balance on my XXXX credit card. Now my complaint stems from the fact that after I completed my balance transfer a month and a half after getting my Navy federal credit card, I noticed a {$7.00} interest fee from the balance transfer. I called NFCU and I was told it was a mistake and that they did see my account has the offer for the 0 % interest on balance transfers for 15 months. They said it would take a week or two to fix and they apologized. At this point, I thought I fixed the problem ; however, I never got a refund and then I got another almost {$7.00} fee again this month for the same thing. Today, I went into a branch location to get my rent check and Then I sat with a banker to try to fix this problem for the second time. The banker called some number that told her there was a note from back office regarding my first interest fee of {$7.00}. The back office said I had a 10 day activation period listed in my disclosure form, and because I did n't do the balance transfer within those 10 days, the promotion no longer applied to me. This is ridiculous. I opened the credit card inside of a branch because of the promotion. The teller who assisted me SHOULD HAVE informed me that I needed to do the balance transfer immediately to avoid interest fees. Now, I 'm stuck with not just regret, but anger that a credit union is n't requiring their employees to disclose this information. Not only that, now I 'm stuck paying interest for something I could have avoided altogether. I called Navy Federal after leaving the branch today, spoke to a supervisor in the credit card department, and was basically given XXXX options. Do I want them to have the branch supervisor or manager talk to their employee, which I know definitely needs to happen, and/or do I want a new credit card without rewards that might give me a slightly better interest rate. There needs to be a third option : Have the branch manager speak to their employee about the importance of disclosing this information AND have the back office re-activate my 0 % interest for 15 months. I never thought I would say this about a credit union, let alone Navy Federal, but I feel deceived, cheated, and I definitely do not feel like a valued shareholder.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-28

Portsmouth, VA

Communication tactics

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

Frequent or repeated calls
Complaint: I communicated with them and explained my inability to pay. After I explained I could not pay, my accounts were frozen. They would not allow me to change my direct deposit ultimately allowing them to liquidate my account to satisfy my loan payments. I finally was able to change my direct deposit and once they did not have access to funds they began calling me for collection. I further explained my inability to pay the amounts they asked for. I began getting back to back calls. Once I blocked the XXXX number they were calling from, I began getting calls from a local XXXX XXXX XXXX area code number. They also got data from a 3rd party source because they began contacting my mother. She was not listed on my loan, she did not co-sign for it, nor was she listed on any of my accounts as a verified contact. She got calls on her cell and at work. I sent a letter asking for them to cease communication with all of her numbers ( work, work extension, and cell ) along with mine. The calls continued for another 3 months until they charged of the debt.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-27

China Lake, CA

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

2016-10-27

Covington, KY

Other

Credit card:

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

Disputed: No Timely Response

2016-10-27

Juniper Hills, CA

Disclosure verification of debt

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

Not disclosed as an attempt to collect
Complaint: This is in regards to the Navy Federal settlement. I was affected by their debt collection practices over the course of several years dating between XX/XX/XXXX-XX/XX/XXXX. My account access was frozen now allowing me to log in and pay debts. Additionally, just recently, they have not reported a consumer loan as " paid '' on my credit report. The loan was paid off XX/XX/XXXX. My credit reports still reflect " 60 days past due '' which was in dispute to begin with. I was making monthly payments on the loan but somehow it still fell behind 60 days.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-27

Ernul, NC

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: I believe I am being overlooked for compensation from being a victim of what Navy Federal Credit Union has done to an extrememly large number of their account holders. The following situations have occured multiple times : 1. Getting any source of available money ( large chunkes ) from my checkings or savings account to put on my credit card balance regardless of paying more than the monthly minimum payment, and having a great history doing so. That is now making my credit drop since it is a negative look, looking as if I could n't make the payment so the bank did. They did this will no warning what so ever and without my consent. 2. Randomly freezing accounts with no warning and no reason as to why. 3. Returning checks when I had more money available than the amount due for bills, resulting in a {$30.00} fee from Navy Federal. Also, making a red flag on my record due to the fact of giving the illusion that I am incapable of paying my bills. 4. I was actually told by a representative they were going to be very helpful with any financial hardships, however they have completely made it worse for my family and I. 5. When NFCU has been at fault and confronted, they act as if they have no idea what im talking about or I get hung up on mid-conversation. I was XXXX XXXX from the XXXX XXXX XXXX and are going through very hards times financially. Things they have done, have negatively affected my credit score. I 'm not sure how I am going to be able to pay for my auto insurance bill due to the fact that 2 months ago I paid for 2 months. I was just told today that XXXX of the checks bounced back, when I had more available money in my account than the due payment. Today I also just found out the bill that got bounced back was the result of NFCU transferring money from my checkings account to my credit card balance ( example of situation no. 1 ) without my knowing or consent. Now the insurance company is billing us for double the amount of my usual due payment. Navy Federal Credit Union has put my family and I in such a deep hole that I am afraid of not being to get out of it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-26

Azwell, WA

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

2016-10-26

Ft Lauderdale, FL

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I had unauthorized charges on a XXXX account ; those charges were paid by XXXX account ; my bank account was accessed to pay the pay pal charges ... my credit union " navy Federal '' has charged my accounts over ~ {$600.00} in NSF fees and overdraft protection fees I. Conjunction with this google play mishap ; they added ~ {$270.00} in NSF fees after I informed them to close my account it was compromised.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-26

Lincoln, NE

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

2016-10-25

Portsmouth, VA

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 explanation

Disputed: No Timely Response

2016-10-25

Finksburg, MD

Using a debit or ATM card

Bank account or service: Checking account

Complaint: XXXX fraudulent charges were committed utilizing my wife 's debit card number and pin. I called Navy Federal Credit Union, our bank and submitted a claim to reject the charges and have the money reinstated. Naturally, I also cancelled the card. It is obvious that the charges were not done by either of us, as we live in XXXX and the charges were in XXXX XXXX, XXXX. The first charge was at an auto shop in XXXX XXXX for {$4500.00}. The second and third were both cash withdraws of {$300.00} each for a total of {$5100.00} stolen. I have submitted a police report to the XXXX County Police Dept in XXXX and the XXXX XXXX Police as well. I have repeatedly called the bank to ask for an explanation for the findings, but have received none, either over the phone or by mail. As an XXXX XXXX service member, it disgusts me that this bank does not back up its customers and repeatedly gives me the run-a-round when trying to figure out why this claim was rejected. Even if we do not get our money back, we are done banking with Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-25

CO

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I have previously filed a complaint concerning my treatment by NFCU. Sometime after filing my complaint, they agreed to a {$23.00} XXXX dollar settlement. I have previously been behind on my mortgage, while waiting on the XXXX 's XXXX to grant my XXXX claim and subsequently was rated at 100 % XXXX. My wife is now seriously ill with XXXX XXXX and we are falling behind once more. They have not changed their practices at all. They either have done or are still doing everything voiced in the complaint. I could use my settlement money to get caught up with them, but they are extremely tight lipped about the settlement, and will not even confirm that I am on their settlement list. In my previous complaint to the CFPB and XXXX, they just deflected and lied. Why is this allowed to continue? In the section below, I have had a problem with all XXXX choices, and it will only let me choose XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-25

Spring Hill, FL

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: My Husband and I have been a member of Navy Federal CU since XXXX and shortly after opening an account we applied for an Auto loan and Credit Card. The loan was approved for our XXXX XXXX XXXX and we received our credit card. I have never been late on a payment past the 10 day grace period, Maybe a day or so, due to the way our paycheck fell in accordance with the due date. If the payment was n't made on or before the actual date Navy federal would lock down all account access online even our debit cards & credit cards. We had no way to get funds from our checking account leaving us no funds to access and care for our XXXX children until the loan was paid one to 2 days later. I would call begging for them to lift the block and was told that they could n't until the loan payment was made. On a couple of occasions my child was sick and I needed to pay for a prescription and was turned away by Navy federal. Another occasion I was about to run out of gas coming back from a long trip and call an was also turned away, each time there were funds in my account just not enough to make said payment that was due. Although, When a Direct deposit was made to the Checking account Navy Federal transferred automatically to the Auto account or Credit account without our consent. This is the reason why I closed my checking account with Navy Federal CU. I strongly feel that my family and I should be compensated for the mishandling of our accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-24

Manhattan Bch, 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

2016-10-24

Gurnee, IL

Cont'd attempts collect debt not owed

Debt collection: Payday loan

Debt resulted from identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-24

Edgewood, MD

Communication tactics

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

Threatened to take legal action
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response