NAVY FEDERAL CREDIT UNION

2016-08-23

Boston, MA

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

2016-08-23

Cadwell, GA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Applied for a Mortgage with Navy Federal on a Foreclose house XXXX/XXXX/XXXX. Pre-approval letter after some very stern phone calls XXXX/XXXX/XXXX. Loan Officer would not return your call or call from numbers that was not working for Navy Federal. We are at closing and have n't receive the HUD sheet, the Attorney Office had to let us know we will not close XXXX XXXX, XXXX. Navy Credit sent an email requesting more information XXXX/XXXX/XXXX around XXXX our time because they are located somewhere in Florida. Somebody call my cell earlier that morning but did n't leave a message, I guess it was XXXX XXXX because she did leave a message in the past from the same phone number. the email was asking questions concerning our dependent age and how much we pay for his daycare in the last two years, they stated it came from our tax transcript. Caluculated the distance my husband would have to commute and is his job relocating XXXX XXXX. Did I relocate to my current job because my Employment verification stated XXXX/XXXX/XXXX, my Employment verification letter gave them 24 years of Federal Services. Why my husband had a gap in employment, which they got from tax transcript and question income from rental houses we own. Now asking for XX/XX/XXXX tax return when we sign release form for them to obtain XX/XX/XXXX and XX/XX/XXXX tax transcripts. I can go on and on but the main thing we will not make closing XXXX/XXXX/XXXX and still have n't heard when we will close. I sent all requested documents timely and sent emails asking was anything else needed. we have to go 2 hours to close. The Navy Federal Credit Union had all requested information in a fimely fashion and now we can close on the date in the contract and talking about an extension meaning more money the buyers have to pay and some attorney do n't give or waive that fee, Navy should pay for any additional money because it 's not the Buyer fault we did n't make closing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-22

AZ

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: On Thursday XXXX XXXX, 2016 at XXXX XXXX, while working XXXX my boss sent me a text message stating that she needed to discuss a matter concerning my finances from a banking institution that intertwined with a client of mine. When I returned to the office, from my break, I received a phone call from my client stating that a letter from Navy Federal Credit Union was address to me with his address on it. I asked the client to come to the office immediately and when the client got to the office he showed me the letter, which did in fact have my name with his address. The letter contained my personal loan information, such as the loan number, the dollar amount of the loan, and a pay off amount to clear the loan. This letter was sent by Recovery Specialist XXXX XXXX with Navy Federal. I called the Navy Federal number XXXX and spoke to a representative and told her what was going on and she told me to call back the following morning to talk with the Supervisory Recovery Specialist. I called back the next morning and spoke to a Supervisor Recovery Specialist XXXX XXXX XXXX XXXX. She told me that she was advised by her supervisor not to discuss this matter with me. I asked to be transferred to another supervisor and was transferred to a supervisor with the last name XXXX. This person told me that Navy Federal did n't do anything wrong and would not tell me how she got my client 's address or how my client 's address was linked to my account. When I requested to speak to her supervisor she refused to put me in contact with her supervisor and hung up on me. My employment with the XXXX was terminated seven days after they were notified of the letter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-08-19

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: I made a payment arrangement with Navy Federal and when it was time to pay they took a different amount that was agreed to. Also, I would call and notify why I was late but every chance they could would transfer money out my account that was not authorized. I never agreed to have someone take my paycheck and do what they pleased. This last incident I made a payment arrangement of {$170.00} dollars but they took {$260.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-18

Baltimore, MD

Delinquent account

Credit card:

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

Disputed: Yes Timely Response

2016-08-17

Acacia Lake, TX

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

2016-08-17

Arlington, VA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I called Navy Federal Credit Union on XXXX XXXX, 2016 and confirmed with their Collections Department that my auto was not in repossession status. I paid {$650.00} on XXXX XXXX, 2016. The balance currently due is {$330.00} ( partial XXXX and XXXX payments ). My vehicle was towed from my home on Monday, XXXX XXXX, 2016 by XXXX XXXX. I contacted Navy Federal Credit Union 's collection department and was transferred to NFCU 's " Repossession '' Department. I spoke to XXXX XXXX who informed me my vehicle would not be returned unless I paid a {$370.00} repossession fee directly to XXXX XXXX ( a towing company ) plus {$330.00} in loan payments to NFCU. My mother, XXXX XXXX, visited NFCU 's headquarters office in XXXX, VA on Monday evening and Tuesday morning and spoke to a Member Services Representative, XXXX XXXX. My mother has a XXXX XXXX XXXX Attorney, that XXXX XXXX, CC Resolution Specialist/XXXX Contact Center refused to accept as sufficient on Monday evening. As of Yesterday, Tuesday, XXXX XXXX, 2016, my balance with XXXX XXXX has increased by {$25.00} per day until full payment to both parties. I intend to pay the total balances due on Friday, XXXX XXXX, 2016 which is the best I can do since I have been without full time employment for a while. I started a new job on Monday, XXXX XXXX, 2016 that will enable me to pay my loan on a timely basis from now on. XXXX XXXX XXXX, Manager (? ) of XXXX XXXX informed me yesterday that my car can be auctioned at any time until the full balance is paid. XXXX XXXX, NFCU Member Service Representative, confirmed yesterday that I have 10 days to pay the full balance to both XXXX and NFCU to obtain my car without it going to auction. Since the {$650.00} payment would have taken my car out of repossession status on XXXX XXXX, 2016 if it had been in that status, I would like Navy Federal Credit Union to authorize XXXX to return my car back to my home address where it was taken illegally and waive the {$500.00} payment that will be required when I am able to render it on Friday, XXXX XXXX, 2016. XXXX and XXXX XXXX, NFU Repossession Department, seem determined to make me pay {$370.00} ( repossession fee ) plus a daily storage fee until payment is made to XXXX. This is a very unscrupulous business practice since my car was not in repossession status when towed on Monday, XXXX XXXX, 2016. NFCU staff first stutter, then inform me that " you should have told someone you made the payment. '' Payment was made at the XXXX branch of NFCU. This was also the response I received from " XXXX '', Branch Manager, XXXX. All parties acknowledged that the payment can be see in their " system. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-08-16

Southern Pnes, NC

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

2016-08-16

Kagel Canyon, CA

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

2016-08-12

Apple Valley, MN

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

2016-08-12

Newnan, GA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I have several loans with Navy Federal Credit Union. I have a vehicle loan of which they are trying to deceive me every month by stating that I have to pay the next months car payment in the present month which will if im not paying attention I will pay 2 months because they 're trying to make it seem as if my payment is more than it really should be for the month. My normal car payment should be almost XXXX per month but I always pay XXXX. This month my car payment amount on NFCU website says this : Payment Due Due XXXX/XXXX/2016 PAY {$780.00} I copied it from their website. I contacted the NFCU and their representative stated that if you do n't pay your payment before the XXXX that the computer automatically changes your due amount to include the next months payment to include both which will have you payment amount being 2 months. Surely this ca n't be legal if I were an elderly person and just paid what was on the website who knows how much money they would take from me. I would like for NFCU credit union to stop misleading me by sending incorrect amounts for me to pay every months on statements for all of my accounts that I have with them I 've asked them to send the correct amount yet they still continue to send the incorrect amounts to me. I think that the Navy Federal Credit Union should be fined for this type of behavior. In the past they would never do something like this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-12

Lithonia, GA

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

2016-08-11

Houston, TX

Billing disputes

Credit card:

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

Disputed: No Timely Response

2016-08-11

Arlington, VA

Other

Credit card:

Complaint: I am joint on a credit card with my sister. My sister has charged it to the limit XXXX twice. She and her husband paid it off in XXXX 2015. At that time I was to be removed from the account after 30 day to ensure it would be reported correctly on my credit report. However, when I called to make sure I was removed, they said the account had been closed, but they would have to reopen it to ensure proper in reporting, so I said in thirty days I would be removed. So they never removed my name because they say my sister does not qualify on her own and just opened it with me still on it. Now she has run it up again, and has not made a payment in 4 months. This is negatively affecting my credit because the balance of {$10000.00} is a XXXX of my income she makes almost {$XXXX} a year. I have been on the phone with the credit card company 2 hours at a time on two different occasions and they refuse to remove my name from this credit card I do not recall authorizing I did not authorize them from the beginning. I do n't know this. I do n't want this burden of this that reflected on my credit report and negatively being reflected on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-10

Glen Allen, VA

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-08-09

San Diego, CA

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

2016-08-09

Huger, SC

Shopping for a line of credit

Consumer Loan: Personal line of credit

Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-08-09

CO

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I bought my current house using Navy Federal Credit Union ( NFCU ) in XX/XX/XXXX using what was called a Veteran 's choice loan. It offered the same benefits of a VA loan, but with no origination fees and less cost. I later added a XXXX mortgage to pay off some other debts. I was only behind twice on payments, once while getting a divorce and once after becoming unable to work and waiting for the VA to grant my XXXX. I am a XXXX Veteran now. I drastically need and have needed to do a refinance, both to lower my payments and interest, but to cash out some equity. My wife has been having XXXX since XX/XX/XXXX and I needed some funds to pay for her medical bills. I first talked to a loan officer at NFCU by contacting him through the NFCU website. He told me that I would be unable to use a VA Loan until XX/XX/XXXX. The reason is that although I was in contact with NFCU while behind on my mortgage XX/XX/XXXX, and they said they would give me a two more weeks to pay my past due, they turned my house over for foreclosure. I had already told them I had been awarded XXXX and would get backpay to cover my past due, but had not gotten the deposit yet. By doing this, I had to pay their law firm a {$500.00} fee. This foreclosure action, although I settled the past due within 3 days of getting turned over for foreclosure, now prevents me from getting a VA Loan until XX/XX/XXXX. Then I tried to do a HARP loan through XXXX. I ca n't do a HARP because when Navy Federal sold my loan to XXXX XXXX, they were required to put credit enhancing insurance on the loan. I ca n't seem to get anywhere with either place to drop this insurance, but ca n't get a HARP loan until it is dropped. Then, I called NFCU to check on other options as a last resort besides waiting until XX/XX/XXXX. I filled out a application on the phone for a 3 year ARM and was pre-approved with after a credit check for the deal, albeit with a slightly higher rate and fees than I wanted. This would at least buy time to get past the XX/XX/XXXX window of opportunity and get a minimal amount of cash out for my wife 's medical expenses. They told me a loan officer would be in touch very shortly. After waiting a few days and then over the weekend, I called the customer service number. I was told by that person, I would be contacted shortly by the loan officer. I could tell by the tone that something was wrong. The loan officer called. I do n't remember her name, but she called from XXXX, Florida. She said my loan was turned down because of my past bankruptcy which is well over 5 years old. I then called customer service again and the gentleman I talked to was very rude and actually told me that NFCU would never lend me money again because of my bankruptcy and involved a write-off of a vehicle loan and that my income , XXXX by the VA was an issue. They also took my last {$25.00} dollars the previous week for a credit report. They told me I qualified on the phone for the ARM and then denied me because of information they knew at the time of application, which was my bankruptcy and VA XXXX. This seems like a violation of the fair lending act, possibly the XXXX and is surely unethical and bad treatment of a person that was XXXX serving my country. I think it is shameful the way that they treated and treat me, based on the fact that their base clientele is XXXX XXXX Personnel and their families.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-08-08

Birmingham, AL

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

2016-08-08

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: During the past 2-years I have experienced extreme incompetence in the servicing of both my home mortgage loan ( XXXX ) and an equity loan ( XXXX ) as well by Navy Federal Credit Union ( " NFCU '' ). In the past, I would call NFCU 's mortgage department and/or customer service and request transfers from my checking account to pay both loans. Unfortunately, due to several frustrating and harassing calls by NFCU 's mortgage department stating that my accounts were delinquent, when in fact they were NOT, I ceased calling-in to pay both loans via telephone. Over the years NFCU consistently would assess late fees and call with harassing requests that were INCORRECT. I began going into the branch and making both loan payments directly with the tellers at either XXXX and/or XXXX, MD branches. Unfortunately, these same incompetent ERRORS continue to happen! I received a harassing phone call from NFCU stating my account is delinquent when in fact the teller incorrectly applied the payments on the same day that I make BOTH payments. Late fees are accessed that are based on NFCU 's errors and attempting to get clarification from NFCU representatives proves frustrating and often unbelievable. Their technology is obviously not advanced to meet the simplest demands from clients/customers, nor capable of actually reflecting accurate payments. It is an antiquated NFCU practice to make a loan payment, funds must be transferred from an existing account, thus, prohibiting direct cash payments when in a branch, and I strongly believe this creates confusion for the tellers. Bottom-line, I want ( 1 ) an accurate statement per loan listing each and every payment I have made within the past 2 years, and ( 2 ) removal of all late fees. Additionally, I want ( 3 ) a separate statement providing full disclosure ( dates and corrections ) of the incorrect application of funds to either the equity line or mortgage loan payments. Today I spent over an hour on a call with a NFCU mortgage representative, XXXX ( XXXX ), who had to transfer to a mortgage supervisor, XXXX ( XXXX ) and both were more confused than I was with the status of my loans and the application of my payments. XXXX even questioned why late charges were not applied to my account when in fact my payment have been made in advance or due dates yet NFCU 's mortgage system does not accurately correspond with the checking account records ( which lists the actual transfers from my checking to pay the loans ). The customer service has been unbelievably inept and amazingly automatically accuses customers of being delinquent when in fact they are NOT DELINQUENT. A customer MUST keep all receipts received from the BRANCH because the information placed in NFCU 's computer system/technology by the NFCU 's inept representatives does reflect actions taken by consumers. NFCU should be placed on some form of regulatory supervision and it should be publicized so that all customers are aware of the magnitude of dysfunction that ends up costing the customers and being profitable to NFCU.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2016-08-05

LA

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Complaint: Myself and my family were actively discouraged from applying for a loan from Navy Federal Credit Union in the late Summer of XXXX, and when we insisted, instead of the {$20000.00} I showed them I needed to pay for my university education and documentation that my family was able to pay back the loan, NFCU only approved a loan for {$10000.00}. Due to a XXXX XXXX XXXX discrimination case against a company in Mississippi, I was explicitly told by the U.S. Department of Justice not to touch the positive balance in my checking account at Navy Federal Credit Union ( Account # XXXX ), only to have the charge put through again, and my account held in negative balance ( of - {$62.00} ). But due to the DOJ 's orders, I did not touch the account until otherwise told to. In late XXXX, just a few days ago, Navy Federal Credit Union wrote off the negative balance and holds me in " not good standing '', and has threatened to close my other checking and savings account at any time, including the private loan for education made with my family. I only had a chance to use half of that {$10000.00} loan due to my XXXX. ( I would include this letter, but they have told me it will be on my XXXX XXXX statement, not due out for another 10 days. ) I believe, because Navy Federal Credit Union knew I was desperate for a loan to cover my educational expenses and solely because they knew I had a XXXX, they only offered me half the amount I needed ( assuming university would be too difficult for me with my XXXX ). I know this for a fact because the banker in the XXXX branch offered the {$20000.00} I needed, then inquired about my specific XXXX, which I declined to answer, as is my federal right, but saw my XXXX. Then, suddenly, the computer said I was only eligible to take a loan for {$10000.00}. I was desperate so I had to take what I could get.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-08-04

Jacksonville, FL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-08-04

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

2016-08-04

San Diego, CA

Credit determination

Credit card:

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

Disputed: No Timely Response

2016-08-04

Hampton, VA

Rewards

Credit card:

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

Disputed: No Timely Response