NAVY FEDERAL CREDIT UNION

2016-10-12

Charlotte, NC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: My experiences with Navy Federal have been poor the last month. I 'm a XXXX XXXX member, so there has never been any question of my qualification to join. Sent proper paperwork to membership. Received welcome e-mail and applied for credit card, checking plus savings, and checking line of credit same day. Until a month again my account got hatch, I lost my credit card and someone withdrawn money out of my account. Navy blocked my account and they also never notified me on this action. They refuse to let me talk to a manager for about 4 months. Now one wanted to help me and they even told me i had to pay it back and make me over draft over {$6400.00} by someone who had gotten my checking account and savings account information number. I asked NFCU to investigate but they told me " it just was n't worth it ''.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Temperanceville, VA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I 'm a member if navy federal. I have a auto loan with them and last year I was late paying my auto loan and last month also. Well they locked me out of my account online and on their app until Im able to make the payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Temperanceville, VA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I was locked out of my checking and savings accounts with Navy Federal for failure to pay enough on my credit card bill. I was unable to access any of my money while XXXX and unable to work and fell behind without access to my accounts. I was told I could not access it until enough had been paid on my credit card and no access in two years.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Saint Charles, MD

Cont'd attempts collect debt not owed

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

Debt is not mine
Complaint: The Navy Federal Credit Union refused access to my husband 's account due to a nearly 30 year old debt incurred by his ex-wife. Subsequently, the money was garnished from his account when we questions the validity of the debt. I called Navy Federal 's collection department and spoke with a very rude man who hung up on me. This entire incident was reported to Navy Federal, the representative apologized but said she was unable to assist or have the money returned. I recently learned that their was a civil claim filed against Navy Federal, would this situation warrant legal action on my part?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Occoquan, VA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I got a reminder notice from XXXX XXXX claiming they never received my payment and charging me a {$2.00} late fee and threatening to disconnect my water service for nonpayment. I paid the bill through nfcu 's online bill pay as I always do and it was supposed to be delivered by XXXX XXXX. I do n't know why nfcu DID N'T pay my water bill but this needs to be resolved IMMEDIATELY. The customer service from nfcu lately sucks!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: My checkng account with navy federal was deactivated because I defaulted on a credit card product.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

NC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I recently saw an article on CFPB took action against Navy Federal Credit Union, you article states occurred XXXX to XXXX, I have been banking with NFCU since XXXX, until XXXX when they froze my primary account, when I went to NFCU to inquire, they told me there was a collection agency my spouse was delinquent with ( my Spouse was not on my NFCU account ) the collection agency was collecting on a ( XXXX XXXX XXXX that had been paid off ) I was told by NFCU that they could not unfreeze my account unless ordered by a judge, I hired a Litigation Lawyer and went to court, was awarded a favorable decision and the judge told them to release my funds, my Military Pay was electronic transferred to this account, I had to find another bank and change my direct deposit, I maintained an account with them {$30.00} since then, whenever I tried to bank with NFCU to include 3 months ago, I am told since XXXX that I can make deposit only, no other transaction. I want to continue banking with NFCU, if this is resolved. I can not make deposit to accounts I can not use. XXXX XXXX thank you for your assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-12

Quartzsite, AZ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: On many occasions Navy Federal Credit Union has mailed threatening letter to my personal mailing address to contact my leadership and removed funds from my saving and checking account to pay delinquent credit card debit with my personal authorization. They have also locked me out my online banking account also access to my on check and debit card for days and even weeks at times using that to force me to pay delinquent charges on a credit with money I personally did n't have to advocate to that debt at the time. I have been told these are not correct practices of a financial institution by my legal counselor.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Ernul, NC

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Navy Federal Credit Union claimed to have {$91000.00} on XX/XX/XXXX to transfer on behalf of the borrows per a settlement statement. Repeated request in compliance with NFCU billing rights, XXXX, and the Freedom of Information act for NFCU to validate that amount and where it came from have not been complied with beyond claims they never received those request. In addition is the settlement statement claims {$41000.00} transferred, as part of {$91000.00}, to XXXX XXXX XXXX. XXXX XXXX Loans was seized for fraud in XX/XX/XXXX for this exact same practice of initiating loans they could not validate the original amounts resulting in a over XXXX difference between what they claimed they had and what they actually had.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Temperanceville, VA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Recently Navy Federal has been found guilty of illegally freezing members accounts and only allowing certain access when past payments on accounts are due. Navy federal illegally doing this caused late fees assessed through my rental company. When they froze my accounts the rental company was unable to draw money from them. How can I go about getting these fees credited back due to the actions of Navy Federal?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-12

Cheverly, MD

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I accidently transferred funds from my bank account to a closed account with my old bank. Instead of sending the money back to my new bank, they found a different account that had my name on it and transferred the funds to it without telling me. When the funds were not returned, I tried to pull the money back and received fees from both banks. I then went to the bank, closed the account and pulled my money out. I left this bank because of their practices ( blocking my online access, charging me late fees and rolling it into my balance then applying interest on the late fees ) and I want to know if there is something I can do about it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-11

Grafton, VA

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 monetary relief

Disputed: Yes Timely Response

2016-10-11

Waldorf, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-10-11

Occoquan, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Complaint: I 've been a member of Navy Federal Credit Union since XXXX. I bought a house when I was XXXX in XXXX using NFCU in XXXX just before the housing crisis. In XXXX XXXX, I had to go through a short sale because I was being XXXX to XXXX, I had to leave my family with my friends in XXXX and I was having problems finding tenants for our house in XXXX. I explained to NFCU that I want to pursue short sale and can not pay my monthly mortgage starting in XXXX XXXX. NFCU without my authorization, deducted the mortgage payment from my checking account for 6 months while I was XXXX in XXXX and while I was going through the short sale process. I did not authorize this payment and I did n't arrange for any automatic payment from my checking account to go directly to my mortgage account. NFCU transferred funds from my checking account to pay for my mortgage without my approval. This issue caused additional financial hardship to my family while I was XXXX in XXXX. I also want to check if this issue is covered by the recent judgment on NFCU for their illegal credit collection practices. Appreciate your time and assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-11

Aurora, CO

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2016-10-11

CA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: As with File no 2016 - CFPB XXXX Navy Federal Credit Union froze all my accounts and limited all access to accounts for any past due payments as late as 5 days. My question is what penalty is being paid to those who had accounts froze. I read those that were sent debt collection letters are eligible for up to {$1000.00} however, what about us that have accounts illegal froze. Are we at least able to individual sue them for violations?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-10-11

Occoquan, VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX, I made an online deposit for a {$200.00} check. I mailed the check on XXXX XXXX to make sure it was received within the 7 day requirement. On XXXX XXXX, I discovered that the online deposit had been reversed by nfcu on XXXX XXXX without explanation and without notifying me. This is the SECOND time this year nfcu has stolen my money and I want it back immediately. They now have my check and I do n't have my money. THIS IS COMPLETELY UNACCEPTABLE!!! They are supposed to be protecting my money, not stealing it. CUSTOMER SERVICE XXXX!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-11

Las Vegas, NV

Taking/threatening an illegal action

Debt collection: Mortgage

Threatened to sue on too old debt
Complaint: Today I read an article ( XXXX ) describing how NFCU has been accused of misleading debt collection practices, to include threatening debtors with legal action when they had no intention of actually following through with a lawsuit. In my case, not only did NFCU send me numerous threats to sue me, but they did so AFTER I sent NFCU written notification to cease all collection communication, as per 15 U.S.C. 1692c. I have attached herein copies of all correspondences between NFCU and myself.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: Yes Timely Response

2016-10-11

VA

Late fee

Credit card:

Complaint: Could you please help me? I can not seem to get Navy Federal Credit Union to stop beating up on us. Every extra dime that shows up in any of my accounts, they yank it to pay their criminally aggressive, repressive and punitive fees. Then, this generates insufficient funds fees ( WHICH THEY CAUSED ). I have repeatedly withdrawn my consent from Navy Federal to remove or transfer funds among my accounts. Most recently I transferred {$22.00} to a checking account and then immediately set up an online payment with XXXX to debit this account for the same {$22.00}. The " transfer to credit card '' transaction that took place on XXXX/XXXX/XXXX was not authorized by me. This caused the payment to XXXX to fail. Subsequently, Navy Federal charged, not XXXX, but XXXX Insufficient Funds fees. Again, I have repeatedly withdrawn my consent to these undisclosed transfers, but they ignore me and continue adding to the mountain of fees ( WHICH THEY 'RE CAUSING ) My wife XXXX has been experiencing pretty serious health challenges since XXXX XXXX, and as a result, my income is sharply down because of missing so much work while taking on more of the domestic responsibilities. She has a herniated disc which exacerbated an already extremely difficult ( and unexpected ) XXXX. XXXX. We 're XXXX people in an XXXX home, XXXX miles between the two 16 year old vehicles we own, and mountains of debt owed to NFCU. What has effectively ruined my financial life with Navy Federal, is this rapacious practice of yanking money out of checking and savings accounts to support it 's exorbitant and grotesque fees, interest and penalties. It is egregious and predatory, and only adds insult to our current set of misfortunes. Please get a hold of someone there to put an end to the tyranny so that we can get our heads back above water. Much Thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: Yes Timely Response

2016-10-10

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I wrote a check for {$170.00} that was presented for payment on XXXX/XXXX/16. I do n't typically write checks but this company was not able to take a cash payment. I only had my checking line of credit check with me at that time. My regular checking account and checking line of credit both share the same account number and I was told upon opening the Checking Line of Credit that the accounts were interchangeable. On XXXX/XXXX/16 my checking account had an available balance of {$200.00}. On XXXX/XXXX/16 I received an email from Navy Federal that I had a returned item for {$170.00} and a {$29.00} fee would also be assessed. I called customer service immediately after I researched my account history and could n't figure out why the check was not honored since the money was available. The first representative I spoke with spent about 15 minutes also trying to figure out why the check was not paid. She then contacted the checking/savings operations department who informed her that my check was not honored because my checking line of credit only had an available balance of {$15.00}. I then explained to her that I used the check with an understanding that both accounts were linked and shared the same account number. She was unable to resolve the issue at this level and I requested to escalate my concern and speak with a supervisor. The supervisor I spoke with " XXXX '' repeated what the previous representative had already said, however I attempted to explain the miscommunication and misunderstanding of the checking account and checking line of credit. XXXX then informed me that I can only use the Checking Line of credit to cover shortages in the regular checking but not the reverse. I then asked if there were any other resolutions because It was definitely a miscommunication and I would be receiving fees from the other company in addition to theirs if they did n't honor the check. I was told there was absolutely nothing else that could be done because it was automatically processed by a system. I then specifically asked if there was any way to manually/force pay the item and at that point she then told me had I called prior to XXXX they could have helped me and force pay it by transferring the money from checking to checking line of credit. I then asked why this information was n't presented to me in the beginning of the call instead of telling me that there was no possible way to resolve the issue. I did n't understand how this could only be manually done by a certain time of day when it was still pending. I then asked if the company had submitted the check as an ACH would it have gone through and she replied yes. I do not understand how Navy federal can say the accounts are not interchangeable but yet they share the same account number and if was an ACH they would honor it but not a physical check. After the call I transferred the funds to my checking line of credit in the event the company tried to resubmit for payment. I was also told by the first rep that my acct would be notated to reverse the return fee. On XXXX/XXXX/16 I noticed a fee was taken from checking line of credit out of the {$170.00} that I had just transferred over now making the account short if the company tried to take payment again. I called and the representative reviewed the account and reversed the {$29.00} fee and transferred it back to my checking line of credit. I am still however concerned with the way this was handled between XXXX shared accounts with the same exact checking number.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-10-10

Country Club Hills, 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

2016-10-07

Manhattan Bch, CA

Cont'd attempts collect debt not owed

Debt collection: I do not know

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

2016-10-07

Wonder Lake, IL

Cont'd attempts collect debt not owed

Debt collection: Non-federal student loan

Debt resulted from identity theft
Complaint: My identity was stolen in XXXX of this year. I then went about the proper procedures when alerting banks and the credit bureaus. I notified my bank Navy Federal Credit Union, who is holding me accountable for the identity theft even though after the investigation through XXXX. I am proven innocent and that I had no affiliation with the con man.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-10-07

Cheverly, MD

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I filed an appeal based off 3 issues : 1 ) Appraiser did not have qualifying knowledge of the competing XXXX in XXXX XXXX XXXX XXXX. There are only 2, XXXX home XXXX. He selected at least one comp in a neighborhood ( with XXXX total homes ) with none of the XXXX amenities yet listed that both neighborhoods were equal. 2 ) The appraiser selected 100 % ( XXXX ) sold properties that were Bank Owned/REO/Tax/Short Sale instead of the other XXXX normal sales. 3 ) Of all of the sales in the required time frame, only 2 sales were XXXX lots. None were selected. Since there is a builder verifiable cost for XXXX lots, those two properties should have been considered for comparable homes yet they were not. The appraiser erroneously lists COMP # 3 - XXXX XXXX XXXX as a XXXX lot. It is NOT located on the XXXX whatsoever but in the " VIEW '' category lists, " B ; XXXX '' for XXXX view. Completely false information ( XXXX XXXX XXXX included in attachment ). The appraiser also elected to give no value to XXXX lot properties even though builders in the neighborhood are currently charging a {$25000.00} premium for XXXX lots such as mine. A visit to the sales center in the neighborhood would have confirmed this information. 4 ) There was a home in my section of XXXX XXXX that was built less than ( or equal to ) 1-year before my home, sold originally in XXXX within 60 days of my new home purchased ( for $ XXXX more ), and based on Maryland Tax records was sold XXXX/XXXX/XXXX for $ XXXX ( also XXXX, sold, XXXX lots ). My appraisal date was XXXX/XXXX/XXXX yet the appraisal said that home was excluded because it was n't within the 6-mo period. XXXX to XXXX is not 6-months. Based on his valuation, that same house that was $ XXXX more than my home in XXXX is now worth $ XXXX with no changes to the home. That house gained $ XXXX, my house again based off his numbers, lost $ XXXX. I have official bank ordered appraisals from XXXX and XXXX valuing my property at $ XXXX. In a neighborhood where home sales have skyrocketed since XXXX ( $ XXXX to the $ XXXX range ) he has my home dropping $ XXXX over the same timeframe. XXXX Several omissions and errors were also identified. When I alerted the lender ( NFCU ) they did n't respond to the above questions/concerns, nor respond to the information that was identified as erroneous based off Maryland tax records and verifiable map locations. At least XXXX comps were omitted because they contained upgrades the appraiser failed to mention inside my home. By listing homes that are foreclosures, he is severely devaluing my property. XXXX XXXX XXXX is listed ( recently placed on contract as of XXXX ) for $ XXXX but by using the foreclosure in XXXX # XXXX on his appraisal, the value takes a 17 % hit. He did that across the board for XXXX homes in the comparable section. Every foreclosure listed had an alternate property available. The appraiser also elected to give no value to XXXX lot properties even though builders in the neighborhood are currently charging a {$25000.00} premium for XXXX lots such as mine. Lastly, I had an independent appraisal done ( by a state certified and bank approved appraiser ) one week after this appraisal being disputed and the value came back {$120000.00} higher than the first disputed appraisal. Quite a bit of XXXX Sales-Record data was verified and included in the secondary appraisal. None of that information was provided in the first appraisal. *Additional justification information attached*
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-10-07

Cheverly, MD

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I have banked with Navy Federal Credit Union for almost two decades now. I recently applied for a refinance on my house ( to get cash out to pay off my loans and be debt free ) since I saw the market value has increased. I have looked from several different sources, the most recent was from a company called XXXX XXXX and they valued it at roughly {$250000.00}, I brought it for {$150000.00}. I 'm not asking for the full value of it but enough to pay off bills and maybe do something for my family, being a single dad is not easy or cheap. I 'm an employee with the XXXX and have been for 10 yrs now, I 'm essential and protected by XXXX XXXX XXXX ( lay offs ). Two of the reasons I was denied for the loan do n't make sense to me, I was told that I have bad credit with my Credit Union when I only have XXXX other accounts besides my checking and savings with them. XXXX is a car loan that I stay current with and the other is a credit card that I'am beyond my limit and making payments but the loan would rectify both of those! My debt to income ratio would change drastically if approved for the loan. I wrote XXXX XXXX with NFCU to see if I could file a complaint with them and have not heard a single word from them since. I read a story not that long ago about how XXXX XXXX XXXX has been discriminating against potential customers for mortgage loans. I originally brought my house for two reasons : one is to be able to pass it on to my children and the other was for an investment, and I ca n't even take advantage of it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response