NAVY FEDERAL CREDIT UNION

2016-09-07

Orlando, FL

False statements or representation

Debt collection: Credit card

Attempted to collect wrong amount
Complaint: Navy federal put hold on {$2000.00} of my SSI partial pymt ( lump sum ) on Saturday after releasing it early on XXXX XXXX 2016 rather than the XXXX of XXXX. I have a bill of XXXX ... I make monthly pymts on my secured credit card with them ( Navy Federal ) They claim that my deposit I put up for secure pymt on credit a year ago was n't received ... which they confirmed a year back that it was. SSi deposited my regular monthly pymt and a day later part of my 'lump sum ' ( {$2900.00} ) in my credit union savings account. The secure credit card department of credit union put a hold my SSI lump sum.They did n't send a letter or call me to inform me of this. When I called after noticing the money missing from account..I was just told it was being put on hold.I was told this was an illegal action..what can I do?
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-09-06

Southern Pnes, NC

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 monetary relief

Disputed: No Timely Response

2016-09-06

Plymouth, FL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: spoke to CSR name XXXX XXXX XXXX AT Navy Federal Credit union, representative told me as he was talking over me, I owe {$340.00} from over 17 years ago, I said to my knowledge I can not remember what that charge was for may I know what it was for? he stated he can not find that info but to be pat of navy fed you must pay this balance. I advised him I would nor would anyone pay a bill for a reason they can not recall making. I would gladly pay for it if I knew the charge. he continued to interrupt me with more questions as I was trying to gain information such as, why did you wait until now to pay? um maybe cause I did n't have the money ... any way, I asked to speak to a manager ( XXXX XXXX which I 'm sure he was more then happy to transfer me to. Supervisor XXXX was delightful and very pleseant to speak to awesome awesome customer service and very knowledgeable. XXXX complete disappointment to myself in my opinion to navy fed and to himself.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-09-02

Val Verde, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I was contacted by my credit union and told a check that was paid to me had been written on a closed account. The agent worked in collections for Navy Federal Credit Union. The agent advised me that I would need to repay this check. I informed her that I also had lost out on this project and if it would be okay to make payments to reduce my balance. She said that this was okay so I paid XXXX on XXXX/XXXX/2016. This was the same day she called. I informed her that I would make another payment around the first that I had to try to secure payment through my child support payments. My balance was XXXX We both agreed that we would tough base around XX/XX/XXXX to make arrangements for another payment. On XX/XX/XXXX I missed a call from the agent because I was at work and could not answer the phone. Once I arrived home I went to do my monthly budget to try and make some sort of payment when I noticed that XXXX was missing from my account. I immediately called customer service were I was told the agent had submitted notes on XX/XX/XXXX that I had agreed to her taking XXXX from my account. This of course was not true and the last I knew my balance was only XXXX. I asked for funds to be reversed because this was part of my rent payment that comes out of my account on the XXXX of every month. I was informed that their hands were tied.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-02

Kalispell, MT

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: Navy Federal Credit Union has issued XXXX loans in my name to my spouse. I discovered these debts in XXXX XXXX. I am currently pending a divorce and have filed a criminal complaint against my spouse for forging loans and taking credit cards in my name ( total XXXX accounts at approx. {$160000.00} ) and filed a divorce in XXXX XXXX in Montana. Navy Federal 's loans issued in my name have helped to destroy my credit rating and I am in their collections department for a loan that I did not authorize to be taken out or take out. I have reported to Navy Federal Credit Union that the loans are fraudulent and forged as I never authorized them or signed them or gave signature authority to my spouse or anyone else to take them. I have provided affidavits to Navy Federal Credit Union telling them of the fraud they will do nothing and are coming after me in collections. I obtained the XXXX forged promissory notes from Navy Federal Credit Union in XX/XX/XXXX, XXXX XXXX and XXXX XXXX. I can not get any assistance from them and they claim that the loans are not fraudulent. My Criminal statue for Felony Forgery is still active from date of discovery and so is my civil statute. I am using my rights on both ... criminal vs. wife and civil against wife. I also will be filing civil suit vs. Navy Federal Credit Union for their part in my financial destruction. In Divorce actions I am required to maintain assets and payments until court decides the action ( economic restraining order ) so I started paying from my account on the vehicle loan in XXXX XXXX. Very easy to prove and Navy Federal will show that I have been paying XXXX per month since XXXX XXXX. Other than that I have never made payment on any of the loans as I did not know that they existed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-09-01

Plymouth, FL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I took my car to XXXX XXXX on XXXX/XXXX/2016. I have a brand new car that I just had to have repaired by XXXX XXXX XXXX for an accident I was in. The entire passenger side was replaced, windows included. I observed the man who claimed to be the business owner, XXXX, cutting the tints while placing them on my exterior passenger side windows. He was also on the phone the ENTIRE TIME he was cutting and placing the tints, and not paying attention to what he was doing. After the work was completed, his coworker came in and asked me how I would be paying. They did n't even attempt to let me inspect their work before asking for payment. Then when I went out to look at my car, his coworker said to me, " OK but before you look, I have to tell you something about your car. '' And then I said " Tell me what? '' When I walked around the car and inspected the job I understood what he had to tell me. There were deep cuts in the exterior glass of my passenger side windows from him leaning on them and cutting the tint. He also did not measure the tint properly and there are gaps in between the tint and the top of the back windows. When I proceeded to express my concern with this, XXXX became belligerent and denied all accountability for the damage he caused, saying the scratches must have been caused by " SAND. '' Sand and dirt do n't cause deep scratches in glass, surface scratches maybe. Also, I had just had my entire passenger side replaced. He cursed, yelled and then proceed to, RIP THE TINT OFF MY DRIVER SIDE WINDOW WITH HIS BARE HANDS. Not only did he damage my car, but he then RIPPED THE WORK HE DID OFF OF IT WITH HIS BARE HANDS. I told him to get away from my car and called the police. When the police arrived the officer gave me XXXX options, either pay for the service, even though XXXX had ripped the tint off my vehicle, or go to jail. I was literally forced to pay for a service that was not completed on my car, and told the officer I was not going to pay for it, and if he forced me to do so under the treat of arrest that I would be notifying my bank immediately and filing a dispute. I called my back as soon as I left the tinting company and they said as soon as it posted to call back and I would have no issue disputing this unauthorized charge. The dispute representative who handled my case told me he could do nothing about it and did n't even want to attempt to dispute the transaction. He reluctantly did but it was after I had to literally argue with him on the phone about my rights as a consumer. No correspondence was sent to me thereafter other than the bank sending me a letter saying my dispute had been resolved and that the provisional credit they placed on my account would be removed on XXXX XXXX, 2016. I called my bank yesterday XXXX XXXX, 2016, and they said the dispute was closed and there was nothing the bank could do about it, and that I needed to continue pursuing it through the XXXX, and my FTC complaint because they would not go further with it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-09-01

Cadwell, GA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Under Review/Approve to Move to Processor/Appraisal Fee/Closing on the Mortgage and now Mortgage Loan DENIED Verbally from XXXX XXXX my Husband and I call her on XXXX, then she said XXXX suppose of had call me XXXX that same day we told her nobody had contact me by phone or email of this. The next day at work XXXX XXXX verbally told me and I said XXXX told us yesterday and she said did she call us and I said no we called XXXX and XXXX said we should receive a letter something in the mail. No proof of identity requested from Navy Federal to make sure it was the right XXXX and XXXX XXXX. We felt some things was common sense things like asking us about things from our taxes and they could have compare it with our credit report asking if I own a property locate in XXXX XXXX because the name was similar. The property was XXXX XXXX XXXX. We believe the Navy Mortgage Loan Officer and Processors was n't that knowledge in the requirements and procedures of there jobs : Address the above issues, I am attaching an email from Navy Federal Credit Union about any further documents request, in XXXX of these email XXXX XXXX Your file was approved for transfer to processing and she will be taking over the file preparing it for closing this was XXXX/XXXX/XXXX and XXXX should be contacting us, etc. We paid for the appraisal {$470.00}, our understanding from emails we was approve and this is the final processes to close on the XXXX Mortgage. They request more information that we know was sent or we give permission for Navy Fed. Credit Union to request for XXXX our XXXX tax transcripts from IRS, employment verification, etc. we think they was asking some personal things which they had the answers to. From our experience from financing house in the past, when it under review that mean its with the underwriter to finalize and is approve after that, which XXXX did tell us in XXXX of these emails. XXXX Fed. Credit request money for the appraisal why did they take our money if was n't approve and we would like back. We keep asking we make closing, XXXX finally response back and said the recommend XXXX XXXX but nobody never told or email us about extending the closing date from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. I that was the case we need to put that in writing, so that the Attorney office would know. Navy let the Attorney office know we was DENIED the loan and we still do n't have nothing in writing stating that. Since we be misled by Navy Federal Credit Union we would like all our money back we paid appraisal fee, closing costs and any other fees we put out thinking we was approve to get the home loan to have a place to stay. We believe this was retaliation because we did a compliant with you all cfpb and this is why we was Denied verbally. XXXX told us the loan was denied because of XXXX XXXX gap in employment for XXXX and we sent proof explaining what happen, we sent the email from my Security Officer and his job offer letter telling them what his job status was and Navy verified his employment and then still ask us for more information about his gap. we still had enough income to cover all our expense and we still have good credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-30

Shulerville, SC

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

2016-08-30

CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: NFCU was contacted about a dispute I had with a merchant ( XXXX ). I provided NFCU with supporting documents that show that I responded to NFCU within the required time frame. I was given a POC at NFCU who NEVER responded to my phone calls or faxes submissions. NFCU closed my business checking account in error, placed it as a charge off, put my name and business name on the banking blacklist. XXXX wrote a letter expressing their errors. and NFCU will not reverse any fees and states that the account is still negative.. They claimed it was not NFCU errors it was mine and the vendors. Which is inaccurate. I rented a uhaul truck, had a medical emergency could no longer drive. Called XXXX and arranged whats called an authorization to recover. I cancelled the contract. XXXX did not notify the proper people and my vehicle was not recovered for additional 20 days. XXXX refunded over XXXX to my account. NFCU was given that letter which should have upheld the provisional credit. Instead NFCU reversed the provisional credit, charged off the overdrafted amount. I have called NFCU dispute resolution department who each time stated would investigate. Each person stated that I would have to provide different docs. Every document they wanted was submitted. First it was fax transmission reports proving I submitted in timely manner. I provided faxes to XXXX different faxes ( credit card disputes and debit card disputes ), once that was done and proof provided, then NFCU stated that I needed XXXX to admit the invoice was in error. Meantime they have straddled my accounts all secured credit cards, use of my debit cards attached to my checking account. I have been charged now over XXXX to use my own money for months. I started out with XXXX, XXXX, and XXXX line of secured credit. In order to use my husbands income each month I had to increase my secured lines of credit to XXXX, XXXX and XXXX then they charge me interest and fees to use this money to pay my bills or for entertainment for my clients Its co mingling my funds and causing me headaches. They refused to work with me. XXXX wrote three letters for NFCU each one did not have right info on it. Finally when this letter had the right info they claim that even though they have charged me enormous fees over XXXX now that they will not reverse any of those fees. its the snowball effect. Its getting bigger and bigger. XXXX XXXX recovery manager said even if I pay the deficit NFCU did nothing wrong and they will not reverse any fees. I filed a complaint with XXXX from washington and they said I was to call them to work it out on XXXX XXXX. I called and asked to talk to XXXX XXXX. She then called me back and said the matter was closed and if I called to mention it again that I would be placed on the troublesome or harassing member list and my privileges would be further removed. XXXX agreed to pay the remaining amount in refunds and I asked if NFCU if they paid the FULL amount instead of giving me credits would they then reverse all this activity. I was told the only fees that would be returned have been and NFCU did not act illegally or in error so no. NFCU did act illegally, by their claim that the letter written on XXXX XXXX authorizing XXXX to recover the vehicle is insufficient to stop them from charging me. This is inaccurate XXXX card services stated in their investigation that this letter proves that I acted in reasonable and responsible manner. NFCU should have not reversed the provisional credit. NFCU reversal of provisional credit was in error. NFCU claim I did not respond is both erroneous and in error. I have fax transmission reports, cell phone records calls and landline records to support calls and faxes. NFCU now is saying if I continue to complain they will further so their letter to the XXXX is an outright lie.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-30

Lawrenceville, GA

Shopping for a loan or lease

Consumer Loan: Vehicle lease

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

Disputed: Yes Timely Response

2016-08-27

Marlboro, MD

Credit determination

Credit card:

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

Disputed: No Timely Response

2016-08-26

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

2016-08-26

Garland, TX

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

2016-08-26

FL

Other

Credit card:

Complaint: The issue is that on my XXXX Credit Report .My Date Opened is incorrect. I have disputed it with XXXX three times and filed a complaint and a dispute through you CFPB and it still is has n't been updated. Date Opened needs to be updated to XX/XX/2016. It 's reporting incorrectly as, XX/XX/2016.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-25

Laurel, MD

Communication tactics

Debt collection: Credit card

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

Disputed: No Timely Response

2016-08-25

West Duluth, MN

APR or interest rate

Credit card:

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

Disputed: No Timely Response

2016-08-25

Arlington, VA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-08-25

Phoenix, AZ

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

2016-08-25

San Jacinto, CA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I was released from my teniored job last year and informed Navy Federal. I continued to make payments throughout this year as I could. I was then referred to a special collections department who allowed me to make small payments to show effort until my full time job started at the end of XXXX. My collections specialist XXXX XXXX was in an accident and a schedule check payment was unable to be stopped but was rectified by an ACH transfer later that week before the returned check. On XXXX XXXX our account was placed for repossession and picked up the same night. Tuesday we called into Navy Federal and they explained it was because of bounced payment checks after having our Collections Rep explain the accidental submittal we were directed to another department. That department is Fiance Management. An agent by the name of XXXX ( only XXXX she said in department ) took an application for deferment through XXXX XXXX 2016. We accepted the terms and awaited the Repossession division of Navy Fed to send a release so we can pick up our car at XXXX XXXX XXXX. Two days have passed and they refuse phone calls or to provide documentation of said agreement. The repossession department has told the XXXX XXXX not to even speak to my fianc that I had relinquished rights to speak on my account on every occasion and that they are refusing to release the car even with the deferrement showing a zero balance due and only the repossession fees to be paid at the XXXX XXXX. It is my belief they are intentionally holding my vehicle to either remand custody or to rack up fees as punishment as they have continually reprimanded me as if I was their child and dehumanizing me with their lack of action. I rely on this car and have been very corporative through the whole process even before the repossession. No one at Navy Federal says they have authority to protect my consumer rights I just have to wait it out. This is inexcusable and has put my family in a downward spiral.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-24

Sterling, VA

APR or interest rate

Credit card:

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

Disputed: Yes Timely Response

2016-08-24

Gloucester City, NJ

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-24

Fort Worth, TX

Disclosure verification of debt

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

Not given enough info to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-23

Glenarden, MD

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: Yes Timely Response

2016-08-23

W Des Moines, IA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-08-23

San Diego, CA

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 non-monetary relief

Disputed: No Timely Response