NAVY FEDERAL CREDIT UNION

2016-10-17

Beyersville, TX

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: A letter addressed to my wife, dated XX/XX/XXXX from Navy Federal Credit Union XXXX XXXX, XXXX, XXXX stating that a past due amount of {$12.00} needed to be paid to this Navy Federal Credit Union. Threatening statements indicated that late fees would be assessed, and information would be sent to the credit bureaus concerning late payments, missed payments, or other defaults might be reflected on her credit report. We called a toll free number to resolve this because my WIFE NEVER APPLIED FOR A CREDIT CARD from this credit union. We live in XXXX, ane we have never had any dealings with any credit unions. The first person we talked to said the following : A credit card had been issued to an XXXX XXXX at an address of XXXX XXXX XXXX, XXXX, XXXX, with a credit limit of {$25000.00}! This credit card was opened on XX/XX/2016. The {$12.00} charge was a XXXX charge to ship the credit card to the applicant! Supossedly the nexy day, Navy Federal Credit became suspicious, and the account was put on hold. WE WERE NEVER MADE AWARE OF THIS TRANSACTION. THE ONLY NOTICE WE RECEIVED WAS THE LETTER DEMANDING PAYMENT OF THE {$12.00}! I asked why we were not contacted, an I was told that the PHONE NUMBER WAS INVALID. BUT NAVY FEDERAL COULD HAVE CONTACTED US BY MAIL! WE RECEIVED BILLS FROM NAVY FEDERAL WITHOUT ANY PROBLEMS! We made several phone calls to the " fraud department '' of Navy Federal Credit Union. I was completely stonewalled by supposed fraud executives named XXXX and XXXX. XXXX was rude, abrasive, offered no information, and interrupted us several times. Her last comment was we needed to talk to XXXX. When we tried to contact her she was unavailable. We left a message for her to call us back, but she never called back. In conclusion we consider this matter to be ignored and unresolved. It seems that this Navy Federal Credt Union was totally unconcerned with our questions. This appears to be a serious IDENTITY THEFT attack. We we trying to get all the information about this breach, and how it could be possible that this credit union could actually issue a credit card particularly one with such a high amount from a credit union in XXXX to an individual in XXXX without contacting persons that would be responsible for the charges on this credit card! We need as much information as possible in this matter so that we might contact authorities that might protect us. Obviously Navy Federal Credit Union has no interest in advising us at to actions we might take to protect us. I consider the people in the department who verifies credit applictions and are in the fraud department to be useless and incompetent. It distresses me that this company is allowed to use the words " Navy '' and " Federal. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-17

Bancroft Hall, MD

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XXXX/XXXX/2016 my wife and I opened a checking account at the Navy Federal Credit Union in XXXX, MD. ( access number and checking acct number available upon your request ) My wife 's and my identification was checked, as would be expected, as we opened the account. A {$50.00} referral signup referral bonus was offered which I accepted. I immediately arranged for a transfer of funds from my XXXX XXXX XXXX account and set up automatic payments from my employer and retirement to go directly to Navy Federal. My wife and I also applied for a home equity loan for {$60000.00} at that time. I also logged into their internet access system to monitor my accounts. But when I went to check on my account to ensure the money had transferred correctly ( I knew it had been withdrawn from XXXX and wanted to ensure it was deposited in Navy Federal ) I learned I was locked out of my account " for security reasons ''. I immediately called the service number but was told the security branch had locked my account and would not even accept inquiries about that action for 5 business days. I explained that I had a mortgage payment soon due, as well as other bills. I was told there was nothing they could do about that. Over the course of the next few days I tried to call customer service, but soon after I provided my account number, I was disconnect or put on perpetual holds at least four times. Clearly, my account had been flagged, for some reason still unknown to me. On XX/XX/XXXX I received a letter from Navy Federal that my home equity loan was denied due to my " poor credit performance ''. In the same letter it stated that my rating was XXXX and my wife 's was XXXX. I waited a week and went to the branch office to inquire as to why my account was locked and why my loan was denied. I was advised that it could not be determined but that the asst manager would follow up and find out. I asked what credit rating was required for a home equity loan and described the letter I 'd received. She was quite surprised and said she 'd check on that. Four days later, on XXXX/XXXX/2016 the asst manager left a phone message on my phone stating " We took care of YOUR problem and your account is not unlocked. '' ( ... of my problem! ) There was no news regarding the loan. I sent an electronic message to Navy Federal, via their website, to ask why the account had been locked, why I was denied the equity loan, and where the {$50.00} signup bonus was that should 've been applied to my account. I was told the {$50.00} bonus was entered into the computer incorrectly so it would be about 2 weeks to correct, and to call a customer service number for the other XXXX questions. So today I called. I was told that accounts are often locked for new customers ... " That 's a common practice we do on some accounts, for your protection. '' I explained that caused difficulty in making mortgage and other payments. " Well, that 's just the way we do it. '' I was advised. The customer service rep had no idea why the equity loan was denied. The arbitrary way my account was locked and the way I was prohibited from even getting only the Navy Federal website to monitor my account seem like an odd way to run a financial institution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-17

Wdbg, 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

2016-10-17

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Is Navy Federal Credit Union in violation of escrow policies and procedures? When the escrow account has a balance at the end of an escrow period, a refund should be processed as the funds collected were for the payments scheduled for the escrow period. Navy Federal Credit Union is collecting and holding escrow payments for subsequent periods instead of ending the current escrow period and identifying accurate projections and payments for the following period. Additionally, Navy Federal Credit Union has informed its customers that they are now doing escrow analysis on a different calendar year than before, XX/XX/XXXX-XX/XX/XXXX instead of XX/XX/XXXX-XX/XX/XXXX. Has the bank received special permission to change the period? Are other banks doing this practice? Have escrow guidelines changed?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-15

Silver Spring, MD

Communication tactics

Debt collection: Credit card

Used obscene/profane/abusive language
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-15

Queens, NY

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: I really need someone to assist me because I have been going through this for years with absolutely no assistance. I am a victim of identity theft. I worked at a company where the personnel who gave me my separation papers mistakenly provided me with another person 's information partially with mine as well as provided my information to this other person ; we both have the same first and last name, different middle name. This person used my information to open accounts as well as go to the extent to use my name and social security # when he went to jail. I had thought that this whole debacle had been cleared up on my credit report, but now that I am seeing it again, I know that it has not been. I am including my letters to the bureaus as well as my identification and affidavit. I was not able to obtain a police report. When I went in to the station to file one, the officers laughed at me, stated they " do n't give a crap about something that happened in Virginia '' and would n't make a report for me. I do not have the option to file one online, either as my area does not allow for that. I 've disputed this with the bureaus and creditors in the past and have received no assistance. As for the NFCU account, I did not open or authorize this account and I have no knowledge in regards to it. I notified them as well and nothing happened ; this is the same result from the credit bureaus. The accounts and inquiries in dispute are listed on the letters that I have attached.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-15

Cheverly, MD

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Dear Sir/Madam : This is letter in reference to my denied credit card application with NFCU due to the status of my checking account. On XX/XX/2016, I applied for a credit card with NFCU via telephone. During the application process, I asked the female customer service representative which credit reporting agency does NFCU use and her response, " XXXX ''. Recently, I checked my credit report as I often due when applying for credit, and I noticed NFCU never pulled my credit. I received a letter of denial, stating Extenuating Factors Exist Regarding Your NFCU Account ( S ). ( Primary ). On XX/XX/2016, I contact NFCU about the denial letter and asked XXXX, the customer service representative. " How was I denied when my credit was never pulled? What was the purpose of the application process? '' The CSR response, " I see you have a garnishment on your account '' and that 's the reason for the denial ''. My response, " I should 've been told this before the process of the application because this is misleading the member. So, I waited over one week for a response when you 'll never pulled my credit and already knew that I was n't going to be approved ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-14

Jacksonville, AL

Delinquent account

Credit card:

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

Disputed: No Timely Response

2016-10-14

Cheverly, MD

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I received an alert from my credit monitoring service stating that there was a new inquiry for a credit application on my credit file from Navy Federal Credit Union on XXXX XXXX, 2016. I have never applied for credit from this lender and contacted the creditor to state that this was fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-14

Glendale, CO

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Navy Federal Credit Union froze my bank accounts over credit card dues.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-14

Jacksonville, NC

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

2016-10-14

Stafford, VA

Delinquent account

Credit card:

Complaint: I 'm an authorized user on this account and when the primary stopped paying as agreed, the credit card company is reporting negative information on my credit report. As an authorized user, this should not be reflected on my credit only on the primary 's credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-14

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage loan with Navy Federal. I pay each month prior to 30 days late but after the XXXX. They send me a certified Lett every month making a suggestion of collection. At the bottom it states this is an attempt to collect a debt. However, nothing has happened for over a year. I have kept these notices. I saw information that a suit was filed against Navy Federal. Is this something in which I can participate?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-13

Aliso Viejo, 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

2016-10-13

Goose Creek, SC

Taking/threatening an illegal action

Debt collection: Credit card

Attempted to/Collected exempt funds
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-13

Suffolk, 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

2016-10-13

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

2016-10-13

Fallbrook, CA

Communication tactics

Debt collection: Credit card

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

2016-10-13

Shalimar, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I am a customer at Navy Federal Credit Union and my account is locked out still to this day. As I spoke to someone at cfpb I was told to take a snap shot of proof that I am not able to gain access to the account. After hanging up with CFPB I was courious to see if my account was open for me to log on and it was not. I then took a snap shot as directed and will upload the picture. Before XX/XX/XXXX I spoke with a customer rep at the bank and made arrangements for XX/XX/XXXX and told them I was locked out of the account. After learning about the regulations on this I tried today XX/XX/2016 to gain entry to my account and still can not log in. Also I want to note they are making arrangements with me that are unreasonable and not obtainable.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-13

Reeds, MO

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Complaint: Navy Federal credit union began to send me collection bills and account deficates on an account I didnt have, they proceeded with collection activities and threats that took weeks to deal with and my banks help to unfold the damage they created. In the end I received a vague response letter from them and a promised follow up to clear up the mess they created for me, which never happened from theyre part. I had never heard of navy federal and had never had any accounts with them until they sent statement, letters and threats to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-10-13

Ernul, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Navy Federal Credit Union is still limiting access to accounts due to a message box pop requiring a phone number to continue ( XX/XX/2016 ). There is already a valid email contact address on their file that they have used before. There is no additional information on the popup, but yet their billing rights, which is very difficult to find, clearly states 'phone calls will not preserve rights '. This is deceptive conduct by NFCU, even though they signed File No. XXXX, to get people to waiver their rights.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Falcon, CO

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: Yes Timely Response

2016-10-12

Alachua, FL

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

2016-10-12

Baltimore, MD

Problems when you are unable to pay

Consumer Loan: Installment loan

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

Disputed: Yes Timely Response

2016-10-12

Clarksville, TN

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