NAVY FEDERAL CREDIT UNION

2016-10-24

Houston, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Someone within Navy Federal Credit Union has been allowing unauthorized individuals to access my personal accounts. These persons have no judgments or liens but persisted to access my account within their security department. This has harmed my credit worthiness and it also almost put a strain on my finances as the individuals in the " back office '' as they call it were pretending to be my account manager and disabling my accounts, manipulating transactions so they take out funds too soon, or not soon enough. Sometimes even posting transactions days later or posting {$1.00} transactions when it really is a {$40.00} transaction. They even teamed up with XXXX XXXX after XXXX XXXX withdrew {$2000.00} without my consent and without my authorization to my mothers account whom I was n't a signer on and neither was she a signer on my accounts. This caused a huge banking error that took two months to clear up at which time the funds were finally placed in the Navy Federal account. Navy Federal has never been as traditional banks and do these types of deceptive business banking practices which leads me to believe that their security team has been breached and my credit and account information was being compromised. They refused to allow me to place funds in my account via mobile banking when it was very imperative that I deposit these funds. They allowed a fraudulent garnishment to be placed on my account for a year before the company requested them to remove it. Navy Federal has failed to be an adequate bank as I have had the account since 2002. This bank seems predatory and unfair in their business practices. I requested the name of the person who claimed to be " my account manager '' as they put it, and placed a permanent no mobile deposit on this account, all because of XXXX error. This bank allowed security breaches and at times I felt I was speaking to people who had criminal records. They mysteriously claimed to check my credit and no judgement was there yet a garnishment mysteriously showed up on my account at which time as stated before it was removed. They claimed also that I had a money market account that charged off with a XXXX balance and for no reason. I believe they were doing what XXXX XXXX was doing and XXXX XXXX. Conducting fraudulence while not letting me utilize my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-24

Saint Clair, MO

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I requested numerous time to Navy Federal Credit Union for a modification, refinance or short sale of my home from XX/XX/XXXX through XX/XX/XXXX and believe deceptive debt- collection practices I lost my home and ruined my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-23

Arcola, VA

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

2016-10-22

Marlboro, MD

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: I transferred money into the wrong account, I called Navy Federal Credit Union as soon as it happened ( XXXX EST ) and was told that I could not get my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-21

Miami, FL

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 non-monetary relief

Disputed: No Timely Response

2016-10-21

Shalimar, FL

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I was stationed in XXXX XXXX with my family and Navy Federal froze our account for almost two month without telling us, when they finally released the hold on our account we were in serious debt. They were allowing all funds to be deposited but was n't allowing any funds to go out. When my Wife went into the Branch Office they told her that a third party requested a hold. She asked them why she was n't informed and she was told that they did n't have to. I called from the XXXX and was told the same thing. During the time our account was locked we accumulated a lot of late fees on all our bills. We were out of food at the house, the lights got cut off which lead to my Wife and kids depending on friends. It also lead to the borrowing of fund from our friends for gas money, food, health product etc. My XXXX was contacted constantly for non payment. We still have overdue bills that are outstanding because we were never able to catch them up due to all the late charges. We lost one Time Share Property due to this incident because we was never able to recover. My Wife developed XXXX and XXXX symptoms from all the stress this incident was causing which she is still suffering from and is currently on medication for. She was never able to go back to work which negatively impacted our finances, shifting our debt to income ratio in a way where we had more debt going out than income coming in. I was out to XXXX for two months with no money to buy the basic necessities need for XXXX life which affected my performance standards when it came to uniform and grooming.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

ME

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: It has come to my attention that there is a class action law suit against Navy Federal Credit Union for loan collection malpractice. During the period of time in question, I was a victim of some of the happenings that were taking place. Because I had my checking account and loans through them, they had access to transfer funds without my knowledge to settle up debts that they deemed delinquent when in fact they were n't even 30 days late. There were times when my account would be " frozen '' and the only activity I could make was to pay my loans at a time when I was paycheck to paycheck. When this would happen, my debit card was also frozen causing me to be forced to resort to credit cards to put gas in my car and food on my table to get by until my next payday when I could settle up with NFCU. There were also occasions where I would owe a certain amount and NFCU would simply garnish my entire checking account to fulfill a partial payment leaving me with {$0.00} balance without notifying me, freezing my account effectively locking me out of online banking and everything else, and then garnishing my incoming direct deposit to fulfill the remainder of said loan, again leaving me with little to no money for the following week. Not only did this prolong my hardship, but it forced me to rack up credit card debt which in turn caused me to enter into a debt management program to get out of the debt that had been created. It seems that there is a settlement with the people affected by there practices during this time, and I am writing this to ensure that I contact every avenue possible to make certain I get my fair share from the penalties they 've had to pay out. I 'm not sure what other steps I need to be taking, but hopefully this makes it into the correct hands and gets me on my way to a settlement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I have had a long history of issues with Navy Federal Credit Union. It started on the first month of the mortgage with them. All the closing documented had one start payment date, a short time later they told me the first payment had been changed and is now due less than weeks from this notification. Another highlight was when I took a XXXX cut in pay during financial crisis. I was having issues with making a payment so I called for help. They said I could spread one payment over the the following three months. I soon learn they turned off my credit-card and reported to credit bureaus I was 30+ days late for the following three months I was making up the payment. I complained to NFCU and they refused to make it right. During the last several years I was still struggling and NFCU would refuse to help/offer assistance. I filled out their relief packet with no help in return with the 1st mortgage, they did help with the 2nd. I called the VA more than once for assistance. On more than one occasion they stated NFCU was very difficult to work with and they had to call NFCU in order to force them to work with me. During the same time I needed help they would deny me access to my accounts if I was late paying. When I complained they said I needed to call in if I wanted help with accounts. On a couple of occasions my home was on the brink of foreclosure. On one specific instance they made me pay all of the extra fees to get it out of foreclosure even though it was never sent to the attorney for foreclosure. During the late pays they would call non-stop, almost hourly from early morning hours to late at night. I also had an insurance claim on my house for damage. I had deposited the money to my account so I can do repairs. I soon learned that NFCU forced XXXX to send the money to them to hold the money. When I called NFCU they stated they are going to hold the money to make sure I got the repairs taken care of. The amount of hoops I had to jump threw in order to get money for repairs to my house. I did n't know they can force another financial institution to withdraw money from a members account and hand over to them. There are many many more issues with NFCU, this is just the highlights over the last few years. I have filed complaints with XXXX, NCUA, etc. Recently NFCU refused to provide XXXX a copy of the 30 day payoffs because my signature did n't match what they had on file ( I guess from 20+ years ago ). I tried to fill the link out on line and ironically the link did n't work.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-21

Augusta, GA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Reading the report investigation regarding Navy Federal Credit Union and the issue of locking out members from accessing their account ( s ) & bank cards from XXXX. I would like to report that the practice has continued into XXXX as my online access was blocked for a few months now as my card to date but this has happened to us since XXXX. My son has had this same issue since XXXX to date as well.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

Patterson, MD

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: I called into the bank about a credit limit increase. I was concerned about a hard inquiry to my credit report. The representative informed me she would make a change to my online account, informing me to preceeded and assured me it would be a " Soft '' pull inquiry. I applied and called back to confirm my previous call and was again assured that it would be a soft pull. Well it was n't and they Lied like really lied. They are refusing to remove a hard inquiry that I did n't not authorize.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-21

Macclenny, FL

Delinquent account

Credit card:

Complaint: I had a NFCU credit card and loan and my husband had a XXXX and we fell behind on hard times unable to make payments, I tried to make payment arrangements but they were bullies and would not work with us. So we had to steal from peter to pay for paul and it was very tough. They had no compassion and I think it was unfair practices.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

Buffalo, NY

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

2016-10-20

Springfield, MO

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

2016-10-20

Annandale, VA

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2016-10-20

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 monetary relief

Disputed: No Timely Response

2016-10-20

San Diego, 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

2016-10-20

Wonder Lake, IL

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Navy Federal Credit Union ( NFCU ) implemented improper debt collection practices in order to obtain payments for my NFCU VISA Platinum card from XX/XX/XXXX through XX/XX/XXXX. NFCU conducted the following practices during the timeframe listed : 1. Falsely threatened me with legal action and wage garnishment through verbal telephone communication and written correspondences. 2. Falsely threatened to my contact commanding officer to pressure me to make payment to my delinquent account. 3. Contacted my commanding officer on numerous occasions to ensure I made payment to my delinquent account. 4. Illegally froze access to my accounts : disabling my debit card, ATM card, credit card, and online access to my checking account until payments were made
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

GA

Closing/Cancelling account

Credit card:

Complaint: I 'm writing in regards to Navy Federal Credit Union wrongfully shutting down my credit card account that was n't delinquent and not re-issuing me a new credit card after the expiration date of XXXX, XXXX. I 've been a member with Navy Federal for 17 years and I opened my first credit card with Navy Federal in XXXX. Since XXXX I have been a good steward over my Navy Federal Credit card account. I 've had a few late payments here and there but I 've always made sure to contact Navy Federal about any account issues from my end. I 've been very consistent with my credit card payments with in the past two years and I even made a lump sum payment of {$1500.00} on my credit card payment. The total amount allowed on this credit card was {$2500.00}, the balance was around {$400.00}, and the account was n't delinquent at the time I received the attached letter. My question is, " Is it lawful for a bank to close and not re-issue a credit card account that is n't delinquent or late based off of your credit score? ". I 've paid off several loans with NFCU including my XXXX car loan. And I feel violated that they would close my credit card account when I 've been paying on time. If this is unlawful I was wondering what legal actions I should take?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

Foothill Ranch, CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I use Navy Federal Credit Union. They claim to offer fraud protection and to monitor accounts. I rarely use my debit card and pay for most things by my credit card. They have had excellent monitoring of my credit card. I was planning a trip XXXX and notified them of my travel dates. While XXXX, I kept my debit card in an XXXX blocking sleeve and used it only three times. Although my debit card was never stolen, there were somehow ATM withdrawals from my checking account outside of my travel dates. These amounts totaled to over {$4000.00} in withdrawals I did not authorize. When I contacted my bank to report the fraud, they rejected my claim. They stated that since I used the mobile application, I should have noticed the fraud earlier. The investigator, XXXX, refused to speak to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

Keyport, WA

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

2016-10-20

San Jacinto, CA

Communication tactics

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

Threatened to take legal action
Complaint: I was sent a threatening letter from navy federal regarding an account that was left with an outstanding balance. They threatened legal action via email & by phone.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-20

Jacksonville, FL

Problems caused by my funds being low

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

2016-10-20

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

2016-10-20

Spanish Spgs, NV

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: Yes Timely Response

2016-10-20

Mc Donough, GA

Problems caused by my funds being low

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