NAVY FEDERAL CREDIT UNION

2016-04-18

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 explanation

Disputed: No Timely Response

2016-04-18

Albuquerque, NM

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 explanation

Disputed: No Timely Response

2016-04-16

Clinton, MD

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2016-04-15

Houston, 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

2016-04-13

Centerville, OH

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

2016-04-13

Bellevue, NE

Cont'd attempts collect debt not owed

Debt collection: I do not know

Debt is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-04-12

Norfolk, VA

Settlement process and costs

Mortgage: VA mortgage

Complaint: During our closing of our house via a VA Assumption Loan ( # XXXX ) with Navy Federal Credit Union, we the XXXX 's ( sellers ) were misinformed of the meaning of escrow documents. This misinformation was the explanation of why we did not receive the remainder of our escrow upon closing. I have e-mail documentation of this misinformation between our Loan Officer XXXX XXXX as well as NFCU has notes in their system from the calls I made. In addition once we figured through this particular issue, we were informed by XXXX XXXX ( XXXX 's Supervisor ) that we did not have any money in escrow. Upon investigation we discovered that somehow XXXX XXXX XXXX after the XXXX 's ( buyers ) requested a quote sent a request for payment to Navy Federal on XX/XX/XXXX. Even though at the time the account was already paid up in our name, Navy Federal still issued a payment of {$1000.00} from our account. A payment that took our escrow account to a $ XXXX. This was flagged by Navy Federal and a letter was sent to me asking for verification. I called and explained everything on XX/XX/XXXX and was told the payment was a bulk payment and a refund would be requested. Somehow this was not done and now XXXX XXXX does not want to issue a refund unless XXXX XXXX submits a written request. So my main issue is and I can not understand how ; 1. XXXX XXXX was even issued this payment without first talking to the members who own the account, 2. How XXXX XXXX is able to not refund money that was not for any active policy or validation of account ; and 3. Why the XXXX 's and XXXX 's as members have to figure out how to fix XXXX Institutions mistakes instead of the XXXX Institutions saying we will take care of it and just informing us of actions taken along the way. So, once this payment is finally refunded then we have to battle the fact that it will be refunded back to the Escrow account which due to the assumption loan is now in the XXXX 's name. The Escrow account balance before the payment that XXXX XXXX deducted was {$750.00}, our refund of our XXXX XXXX is $ XXXX some change, which is headed back to the Escrow account. Again do to the assumption loan the escrow account is not in our ( XXXX 's ) name. How do we get this almost {$1300.00} back to us the XXXX 's? The XXXX 's and XXXX 's agree and are openly communicating about this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2016-04-12

Occoquan, VA

Problems caused by my funds being low

Bank account or service: Cashing a check without an account

Complaint: XXXX of my Navy Federal checks was stolen from my check book and cashed for {$1500.00} at the XXXX XXXX on XXXX XXXX, 2016. The XXXX XXXX aloud someone without an account to walk in and cash the check. There was not enough money in my account to cover it, which should have been red flag. Navy Federal is saying I am at fault because the signature on the appears to be minds. There was some canceled checks with my signature on them in my check book at the time the check was stolen. I reported this issue to the police and was told that anyone with a cell phone can take a picture of a signature and superimposed it on any document. Navy Federal is refusing to refund me the money.They aloud some to walk in who does not have an account and cash a check plus there was not enough money in the account to cover the check and no one asked any questions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-04-11

Temperanceville, VA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Some one hack my dibit card I told them I did n't make the purchase but they paid it any way, resort for every bill came due they added fees for over draft, then my automatic was deactivated and my bills was not being paid which was report to the reporting companys, no told me automatic was deactivated and late was being reported and late fee'e add to amount due to me account. This whole problem could have been avoided if the credit union had not paid a bill due to hack I received an email about the purchase I replied by I did n't make are authorized the purchase, I called the credit union and told them I did n't make the purchase, at that point it had not been paid even after them I did n't make the purchase they still paid it and added overdraft fees for all bills that needed to be paid by automatic pay from my checking account everyday checking, and then they deactivated the account with out notice and my bills was not being paid
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-04-11

Halyoke, MA

Using a debit or ATM card

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

2016-04-07

Kissimmee, FL

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

2016-04-07

Cheverly, MD

Problems caused by my funds being low

Bank account or service: Savings account

Complaint: Navy Federal Credit Union reported my loan late to credit bureaus when it was their late fees & interest that is charged after 10 days. Due to unemployment the monthly payments have been more than 10 days late. However my loan has NEVER been 30 days late. Initially the total in late charges & interest was {$400.00} and I have paid down to a {$190.00} balance and this is the balance they are reporting. I was granted a signature loan for which the last payment was due XXXX/XXXX/15. I made the last payment in XXXX and the principal is paid off. At the time of the loan my credit score was XXXX. The reporting of these late charges & interest, after the principal has been paid, is detrimental to my credit. The credit union has also taken money out of my account and has a hold on my savings account for these charges although I have explained the circumstances and that I can not pay the remaining late charge balance at this time. I do n't understand why they are still reporting the late charges when they have the hold on what 's due them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: Yes Timely Response

2016-04-07

Indianapolis, IN

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: This is in regards to both my Auto Loan and Consumer Loan with NFCU. Over the last two months I noticed the breakdown of my per Diem and the amount going to principal/interest based on the number of days in the billing cycle was wrong.I was being over charged interest despite the calculation of the per Diem x number of days since last payment. I called over two weeks ago and was told our account would be audited. ( The reason their representative recommended an audit was because she too said we were being charged more and she did n't know why. ) After a week of no response, I called back only to be told by a manager an audit was never sent but a " Financial Hardship '' request was. ( I am paid a month ahead on both my loans so I do n't understand why this was even a thought. ) She said the request was re-entered, sent " urgent '' and two business days we 'd hear back. It 's been almost three weeks and still no call. They have failed to provide the per Diem and P/I interest breakdown since the start of the loan which we have requested. We were also told that between the initial complaint and last it was corrected however, we never received information regarding the correction or any credit to our bank account or principal balance of the loan. ( We do n't even know how long it had been going on because again, NFCU has continually failed to provide the information requested. I was also told I would be able to pay towards the principal of the loan eventually paying it off early however, now I am told they do not offer that option. They only allow me to pay the balance in full or pay ahead. If I continue to pay " ahead '' as instructed that serves me no good as they will still collect on daily interest until the payment is finally made. I have continually been given false or inaccurate information since I took out these loans. When I have asked for statements from the beginning of the loan with the breakdown of the per Diem, the number of days in that period and how much went to principle and interest, they send me a transaction history which is the same information provided online. ( The date and amount of the payment made ) I have also been told to keep calling back if I do n't hear a response within the provided time frame. This is not my responsibility. It is their responsibility to follow on with their " audit '' as their representative explained and call me or provide me something with the findings along with what I have asked. " Adjusting/Correcting '' the account without following up or giving me the credits for overcharging is fraud. I no longer have the examples of what was off because it is now " lost '' due to the initial filing never being completed or completed accurately. This is absolutely inexcusable especially when I have never been late on any of my loans, in fact they are paid a month ahead and my credit card has a zero balance. This needs to be looked into immediately and my loan needs to be evaluated from day one for corrections and fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-04-07

Fountainville, PA

Payoff process

Credit card:

Complaint: In XXXX XXXX, I received a letter from NFCU stating my credit card interest rate was being changed from 6 % to 17.99 %.. I contacted NCFU to try and work something out to lower the rate. They referred me to personal finance management. asked me for all of my financial information. While working with the finance mgmt., I received numerous calls every day. XXXX to my cell phone and XXXX to my home phone. THey declined to do anything about the interest rate. THey told me have my daughter quit he guitar lessons, sell my car, get a second job and put my kids to work. They then called me and said I was approved for a lower rate program if we scheduled a one time payment of {$230.00} and thereafter XXXX per month for 5 years to get the card paid off. We scheduled this payment for XXXX/XXXX/XXXX. I then received a call on XX/XX/XXXX that I was not in the program there is nothing they can do " and that I have plenty of money ''. They calculated our finances and we came out negative {$130.00} every month - to then say " You have plenty of money '' is not right and I am upset. I requested to speak with a manager and have not received a return call. I left a voicemail and e-mail. I have been harassed over this card, while trying to work something out to get it paid.off. I am frustrated. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2016-04-06

Atl, GA

Balance transfer fee

Credit card:

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

Disputed: Yes Timely Response

2016-04-06

Occoquan, VA

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Complaint: On XXXX XXXX, 2016, I received a letter from Navy Federal Credit Union which advised me that my Home Equity Line of Credit was being suspended due to " a review of my credit history including a decline in my credit score '' This infuriates me because this credit line is a credit extension that is related to my home. Basically this change is a call in of a loan that to my understanding gave me a 20 year " draw '' period in which I was able to utilize the credit. This LOC is not even a year old. I was never advised that there was a minimum credit score that I had to maintain, nor was I ever told that they could call the loan in whenever they desired. I have never missed a payment since opening this account and was late only once because my direct deposit from my job did not take place on the date that it was supposed to and the ACH did not properly process. This payment was made as soon as I realized what happened. Navy Federal tells me in the letter that I can appeal their decision but I would have to pay for an new appraisal, which I believe was {$560.00}, so basically I can pay a fee to gain access to what I was already provided with. I believe that amounts to holding my account hostage. My home has not lost its value and my credit worthiness has not changed in relation to my ability to maintain my obligations and I should not have to beg for a loan on my home that I have already been given.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-04-06

Corvallis, OR

Shopping for a loan or lease

Consumer Loan: Installment loan

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

Disputed: No Timely Response

2016-04-06

Alexandria, VA

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

2016-04-04

Clair Mel, FL

Billing disputes

Credit card:

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

Disputed: No Timely Response

2016-04-04

M C B H K Bay, HI

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Disputed: No Timely Response

2016-04-04

Kissimmee, FL

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

2016-04-03

Key Biscayne, FL

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My name is XXXX XXXX and I am a Navy Federal member with multiple accounts such as savings, credit cards and car loan. Based on my great personal past experience with Navy Federal services I decided to also apply for a home mortgage loan. I applied for a home mortgage loan through Navy Federal on Wednesday XXXX/XXXX/16 in which the submission confirmation said I would be contacted within 24-48 hours. On Friday I followed up with NFCU however my loan was not yet assigned a loan officer and the local office was not responding. Monday XXXX/XXXX/16 I get a call from XXXX XXXX ( ext XXXX ) around XXXX to confirm the information on my application and we went through some questions I had. He advised I would be receiving a preapproval letter and confirmation within 24 hours. A couple minutes after the call I decided to call back for a final question however he was unavailable and left him voicemail for his return call back later that afternoon. Tuesday XXXX/XXXX/16 Around XXXX with no return call yet nor preapproval email from XXXX XXXX I decided to call and he advised the operator that he was again unavailable and for me to leave another voicemail for him to call back later that afternoon. At this point I requested to speak to a supervisor - whom was also unavailable - and got directed to the voicemail of XXXX XXXX ( ext XXXX ). After leaving her a voicemail I decided to call another loan officer XXXX XXXX ( ext XXXX ) whom I 've spoken with before my application - and has been extreme help - for guidance. She contacted XXXX XXXX and he reluctantly took my phone call. What transpired once he took the phone call absolutely floored me - not only being a Navy Federal member but just a consumer in general. After I greeted him " Good morning - this is XXXX XXXX '' his reply - almost verbatim - was " I stopped what I was doing to get your phone call. Is this an emergency?! '' Needless to say this came as a complete shock to which I replied " I 'm sorry I do n't like your tone. '' To which he repeated - in an even louder and more menacing tone " IS THIS AN EMERGENCY? ". At this point the conversation went downhill - as much as I tried advising XXXX XXXX regarding his tone towards me it was indifferent to him. He proceed to state if I would like another loan officer assigned to my loan application which I quickly replied to him yes. Later that day - I finally received a call back from XXXX XXXX apologizing for the situation with the previous loan officer. She advised me that somehow my application amount was changed from {$200000.00} to {$150000.00} and she would resubmit for {$200000.00} with she verified all my income and debt information once again over the phone. At this point she advised I would hear back from here by the next day ( XXXX XXXX ) or Thursday at the latest XXXX XXXX ). Wednesday and Thursday came and went with no communication whatsoever. Friday morning I sent an email and followed up with a call - which got directed to voicemail. I have been unable to reach anyone since then in regards to the status of my application. At this point I have felt that they have more than exceeded the three business day requirement to provide me with a loan estimate based on my initial application substitution on XXXX/XXXX/16 and then my follow up call with XXXX on XXXX/XXXX/16 as per regulations 1026.19 ( e ) and 1026.37. As a consumer I feel I have nowhere else to go but the CFPB in order to get this resolved. If I do not get a Loan Estimate within the next 24 business hours I would like my application retracted and my hard inquiry from Navy Federal Credit Union on all XXXX credit bureaus removed immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2016-04-01

Thompsons Station, TN

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

2016-03-31

Eagle River, AK

Credit decision / Underwriting

Mortgage: Other mortgage

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

Disputed: No Timely Response

2016-03-29

Fairfax, VA

Disclosure verification of debt

Debt collection: Mortgage

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