NAVY FEDERAL CREDIT UNION

2019-09-04

Boloxi, MS

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-09-04

Kent, WA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-09-03

Boloxi, MS

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: - On XX/XX/2019 I discovered my Navy Federal Credit Union accounts were restricted. I was unable to withdraw money or pay my bills. - At the time this happened my household had over {$300000.00} with the credit union. This left us in a very difficult position. - I called the credit union and sent them numerous messages asking them why they restricted my accounts. They only told me there was suspicious activity on the account, but would not explain what activity was suspicious. - I received a letter from the credit union today. The letter stated my accounts would be restricted for another 30 days and any remaining money in he accounts would be mailed to me. - I am unaware of any suspicious activity on the accounts. I have been making deposits, withdrawals, bill payments, and cash advances from my accounts for the 4 years I have had accounts with the credit union. Nothing has changed recently. My activity on these accounts has been consistently within the confines of the contracts I have signed with the credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-03

Camp Pendleton, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-09-01

Syringa, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: In XXXX of 2018, I received a call from a representative with Navy Federal Credit Union ( NFCU ) regarding my financial hardship. XXXX then provided me with an offer to consolidate my payments. At that time, I had two separate credit cards open with NFCU & the representative instructed me to cease payments on the card with the highest balance & to make a monthly payment in the amount of {$180.00}. This representative called back twice, that day, to ensure that I understood that my payments would stop on the credit card with the higher balance. I proceeded to make these {$180.00} payments, to date ; however, approximately 3-4 months later, I began to receive debt collection calls from NFCU, indicating that I had fallen behind on my payments on the aforementioned card ( with the higher balance. ) I have spoken to several NFCU representatives and encouraged anyone in a supervisory position to listen to the recorded phone calls. To date, I am still making payments in the amount of {$180.00}, but no one has ever provided with feedback regarding these calls. I have accumulated well over a years worth of late fees and the interest on that card has skyrocketed, leaving me with a current balance of {$17000.00}. I have offered to continue making payments in the amount of {$180.00} ( towards the card with the lower balance ) and I have also requested that NFCU honor the fact that they told me to cease payments on the other credit card. Instead, I am harassed on a daily basis, with debt collectors attempting to reach me, via phone, email and mail. I have sat on the phone with NFCU 's Financial Counselors and they were not able to provide me with any other strategies that would resolve the situation at hand. NFCU has also reported to all the credit bureaus & consequently dropped my credit score by well over 100 points, due to " delinquency. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-31

Citrus Heights, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-30

Chula Vista, CA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I was recently scammed and my bank will not work with me due to being the one who gave the scammer my information. I didnt know the person was a scammer they said they worked for a relief fund that helped low income families with emergency funds and I explained that to my bank. My bank is Navy Federal Credit Union. The two amounts were XX/XX/XXXX {$2400.00} and XX/XX/XXXX {$2500.00}. Both amounts were posted on my account but they bounced back because they were fake checks that the so called relief fund representatives deposited into my account. The scammer requested the money to be sent back and i didnt ask questions I sent it through XXXX and XXXX. My bank wont even help me I dont know what to do my husband is XXXX XXXX military we can not afford to pay all of this money back to my bank. I need help and the bank wont help me even though im a victim.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-30

Ridley Park, PA

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I paid off my shared pledge loan on XX/XX/28 for {$1500.00} ( XXXX is held for collateral. ) I called on XX/XX/28, and was told it takes 24 hrs to receive funds. Next Friday I call I am told 2- 3 bus days, placed on hold to see if funds can be released today. I call back again and the last rep tells me that I am not getting my collateral amount became I received deposits every time I made a payment .I asked for a copy of these deposits, because I only see payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-30

Lompoc, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-30

NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a mortgage with Navy Federal Credit Union on Monday, XX/XX/XXXX via the webpage. I also called them to ensure all the information was received. It was confirmed, and I was told that I would receive a call back in the next day. I called again Tuesday evening around XXXX asking for a status and needing the early disclosures for shopping and picking the best mortgage. I was told it still was not assigned. I reminded the member services representative that those had to be supplied within 3 days of application. She stated that was not the case and it normally took at least 3 days for the loan to even be assigned to a loan officer. On Wednesday, XX/XX/XXXX, I received an approval for another mortgage lender and just decided to proceed with them since I still have not heard from Navy Federal. I called them back the night of the XXXX and just explained that I was not going to proceed and my frustration with the entire process. Today, Friday, XX/XX/XXXX, I received a call from the loan officer wanted to confirm that I wanted the application withdrawn and explained that he still needed to send me the early disclosures. I explained my entire situation and told him that the disclosures should have already been issued based on my date of application. He explained they had 7 days to do this. This, of course, was news to me and I have researched this issue and all my research reveals they should have already been issued. Personally, I will no longer do business with Navy Federal Credit Union. As a member-owned cooperative, I expect more from them. I, however, do want to bring this to the knowledge of management as this is not fair to their members or other consumers. The entire purpose of the early disclosures is to allow consumers to shop and compare. In this case, I did not have that option with Navy Federal. I also explained to the loan officer that I was going to file this complaint as it is important for their success. Based on their webpage and how they advertise their mortgage process, it is extremely misleading for consumers to think they are going to get a speedy response and even required disclosures. The loan officer did explain they were having a lot of issues with this newly installed system. While I understand this, an organization the size of Navy Federal should be positioned not to allow violations such as this. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-30

Irwin, PA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-08-30

Santa Rsa Bch, FL

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Problem with personal statement of dispute
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-29

Safety Harbor, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-29

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

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

Timely Response

2019-08-29

Richmond, VA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-29

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-08-28

Anaheim, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have contacted the bank to release a hold on my deposit. They state in-network check and cash deposits take 5 business days to clear. They state the ATM has network limitations, but
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-28

Arlington, VA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: I signed up for the Navy Federal Flagship credit card, which has an introductory offer which states that customers shall earn XXXX bonus points after spending at least {$4000.00} within the first 90 days from opening the account. The terms and conditions are stated here : https : //www.navyfederal.org/loans-cards/credit-cards/offers/flagship-visa-signature.php Offer valid for cardholders issued new Visa Signature Flagship Rewards Credit Card accounts. To be eligible for the XXXX points offer, you must make {$4000.00} or more in net purchases within 90 days of account opening. Rewards are earned on eligible net purchases. " Net purchases '' means the sum of your eligible purchase transactions minus returns and refunds. Eligible purchase transactions do not include, and rewards are not earned for, the following transactions : cash advances, convenience checks, balance transfers, or fees of any kind, including finance charges, late fees, returned check fees, ATM cash advance fees, and annual fees, if any. Cash equivalent transactions, such as the purchase, loading, or reloading of gift and prepaid cards ( e.g., money orders, Visa XXXX XXXX, XXXX XXXX XXXX and other cash equivalent gift cards ), may not be eligible purchase transactions and may not earn rewards. Please allow up to eight weeks after the 90-day period for the XXXX points to post to your rewards balance. Account must be open and not in default at the time the XXXX points are posted to your rewards balance. Limit of one promotional offer at account opening. Valid for offers applied for from XX/XX/XXXX to XX/XX/XXXX. Navy Federal reserves the right to end or modify this offer at any time. I opened my account on XX/XX/XXXX and spent {$5800.00} within the first 90 days. As of XX/XX/XXXX I still had not received the introductory bonus points promised in the terms and conditions, so I sent them this message through their online banking system : > Your Message XX/XX/XXXX : Hello, I previously contacted Navy Federal to check if I had qualified for the Flagship credit card introductory points offer, and received this response. > Navy Federal Response XX/XX/XXXX : > " Thank you for your message. We confirm, you took advantage of our Flagship promotion to spend {$4000.00} in net purchases within the first 90 days of your account open date, XXXX XX/XX/XXXX, and get XXXX bonus points. Also, the Annual Fee is waived the first year. Per the terms of the promotion the bonus rewards will post 8 weeks after the 90 day-period, if qualified. As of XXXX XXXX, you have had {$4000.00} in net purchases post to your account. '' > I called Navy Federal 's customer support number and was informed that the points would post within 8 weeks following the 90-day period from account opening. > I checked my account transaction history, and it states that I made {$5800.00} in net purchases within the first 90 days from opening the account. However, I still have not received my introductory bonus points. Could you please add these to my rewards account balance? On XX/XX/XXXX, I received the following response : > Navy Federal Response 08/27/2019 : > After reviewing your account, we have found that the charge for {$1900.00} to XXXX*XXXX Bill Payment that posted to your Visa Signature Flagship account on XXXX XXXX. This transaction was sent as Quasi Cash which does not qualify for reward points. Therefore, this transaction does not qualify for this promotion and will need to be removed from the original amount provided to you. Since you did not spend the required amount for the spend promotion, you do not qualify for the bonus rewards. Their explanation states that they consider one of my transactions during the introductory period to be " quasi cash '' and therefore ineligible for the bonus points offer. However, this is inconsistent with the terms and conditions printed on their website and in the credit card application, under which this transaction ( a bill payment I made using the credit card ) counts as a net purchase. Essentially they offered a bonus worth {$500.00} for spending {$4000.00} using the card, then after I had spent {$5800.00}, they changed their spending criteria, subtracted {$1900.00} from my qualifying purchases, then used this to retroactively refuse to pay the bonus points offered in the application. This is equivalent to stealing {$500.00} from credit card customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-28

Tampa, FL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Complaint: I did not give your company permission to run my credit nor do you have any permissible purpose to run my credit. If you can not provide any signed documents of me giving authorization to perform this act please remove ALL inquiries from all credit bureaus youre reporting on my credit report immediately! Since it is against the FCRA, 604. Permissible purposes of consumer reports [ 15 U.S.C. 1681b ] for an entity to view a consumers credit report without a permissible purpose. I am writing to inquire as to your alleged purpose for doing so since I did not apply for anything with your company. Theres no accounts tied to these inquiries on my credit profile.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-28

Salton City, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: NFCU, Recently closed my bank accounts they claimed that the computer I used to apply for a credit product ( WHICH I WAS APPRVD ) was compromised - and sent me all over to every department they have, still with no results in reopening my account! I served this country in the XXXX XXXX for several years and to be treated as a common criminal is a slap in the face. NFCU system is flawed and I'm very disappointed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-28

Darnestown, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

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

Timely Response

2019-08-27

Taft, OH

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

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

Timely Response

2019-08-27

Desoto, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-08-27

MA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: I contacted them and spoke to someone in the lending department. I reported to them not only verbally but also in an email that my first and second mortgage are reporting each twice so it looks like I have four mortgages. I am in the process of refinancing, I have called Navy several times to try and get this resolved and they have not returned my call. I did get one email response stating that this would not affect my credit however the other institution has out my loan on hold until I get this resolved mean while I am probably going to loose the rate I locked into and the money that I paid for an appraisal. NFCU should not be reporting liabilities twice and there should be someone there that should be able to assist me. I asked to speak to someone to file a complaint and then was transferred several times and then ultimately disconnected.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-27

Brooklyn, NY

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: I received a letter from Navy Federal Credit Union dated XX/XX/XXXX, which indicated that my credit card balance exceeded my approved credit card limit. They requested that I remit a {$260.00} to bring my account balance within my approved credit limit. The problem I have with Navy Federal is that I have never gone over my approved credit limit. In this particular case I had at least {$400.00} ( or a little more available to use ), I made 3 purchases two on XX/XX/XXXX, and one on XX/XX/XXXX all below or NOT OVER the credit limit. On XX/XX/XXXX, Navy Federal charged 3 times interest for purchases, transfer balance and interest ( {$10.00}, {$250.00}, & {$4.00} ). My concern is not these amounts or the interest as I know this has to be done. But it put my credit limit over and this is NOT my fault - I stayed in the limit and not over but when Navy Federal added in the interest it went over and it looks like its my fault and this is reported to the credit reporting agencies and this is not fair. I called Navy Federal with my concerns and received no satisfaction other than the fact they said the " overlimit '' would be reported. This I feel is an abuse and an unfair practice. Requesting assistance in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response