NAVY FEDERAL CREDIT UNION

2015-12-22

Washington, DC

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

2015-12-22

WA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: On XXXX XXXX, 2015, I contacted Navy Federal Credit Union regarding the Line of Credit and talked to XXXX, customer tepresentative and also requested to speak to her supervisor, XXXX. Arrangements were made that I was supposed to make less than {$330.00} a month. XXXX told me that I am being charged {$190.00} for the interest rate and I told her that was high. I told her that am being overcharged and that I already made arrangements to pay the Line of Credit. I had made this arrangements because we are in a fixed income and both retired. I was not satisfy with her providing the information so I requested to talk to her supervisor XXXX. He did n't seem to assist me at all instead he corrected me went I said the supervisor and he said I am A supervisor which is unprofessional and he had a bad attitude. I told him I will file a complaint to Consumer Financial Protection Bureau and he said go right ahead. He then said I will make sure your loan goes to Collection. Prior to this, I was going to make my line of credit {$230.00} which was online. Apparently, I pay my bills using the Navy Federal Credit Union. I disagreed with XXXX and he did n't assist me at all. As a supervisor, you need to assist the customer not threaten or retaliate by telling me that he will make sure my loan goes to collection.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-21

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-12-17

CA

Improper contact or sharing of info

Debt collection: I do not know

Talked to a third party about my debt
Complaint: I was contacted by Navy Federal Credit Union regarding my brother XXXX XXXX because he has a debt with them. The Navy Federal Credit Union employee identified themselves and then asked if I could pass a message onto my brother XXXX XXXX. I told them no, and that I was not XXXX XXXX so they should contact him about this issue. She restated that she just wanted me to pass on a message to him, and I again politely told her no and that they can try to contact him directly. I then called Navy Federal Credit Union 's main extension and asked to be transferred to their collections department. I wanted to file a complaint so that there is a record with them that their employee contacted me and solicited me to do something that violates the FDCPA and the TCPA. Once I explained why I wanted to be transferred to that department the customer service representative refused to transfer my call.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-17

Jacksonville, FL

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have optional overdraft protection on my checking account with Navy Federal Credit Union, but I have been advised by XXXX different representatives over the years that they do not charge the fee if the negative balance is less than {$5.00}. I have part of my paycheck direct deposited every two weeks ( {$210.00} on XXXX XXXX ). In addition to that, I deposited {$80.00} on the XXXX and XXXX. I used the account on the XXXX and deposited cash into the ATM at XXXX XXXX to cover those charges. Cash is 100 % guaranteed funds. I wake up this morning to a {$40.00} overdraft fee and my account in the negative for {$42.00}. As of XXXX XXXX, my account was in the negative roughly {$.00} cents. XXXX charges on the XXXX, XXXX of the were completed by midnight and my deposit is still pending. I called a spoke to a " supervisor ' by the name of XXXX who treated me like I was incompetent, stupid and confused. I am XXXX years old and I have been in the banking/finance industry for almost 11 years. I asked for the {$40.00} fee to be removed, she stated they do n't waive those fees. I feel I have been wronged since I have been advised they do n't charge the fee for balances less than {$5.00}. I am at a negative {$42.00} ( {$40.00} of which is the fee ). Navy Federal is known for their horrible customer service and very unsymapthetic and uncaring management staff. I had decided to give this company another shot after having been with them for 12 years previously and now, I do feel like the stupid one. I should have known better.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-12-15

East Orange, NJ

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

2015-12-15

Salton City, CA

Fraud or scam

Other financial service: Traveler’s/Cashier’s checks

Complaint: After applying for a job online, I received a cashier 's check on XXXX XXXX, 2015, for the amount of {$1900.00} with an offer via text for a job position as a XXXX. The stated reason this check was sent to me was to cover errands and complete some tasks as his personal assistant. Before cashing the check, me and my husband were suspicious, so we went to Navy Federal Credit Union to verify the check was real. I was helped by one of their representatives whom I asked " when the check would be clear '' the representative responded " Within a day. You should have it by tomorrow. '' They assured me the check would be cleared by the next day, meaning within XXXX hours. Based on these assurances from Navy Federal, I followed further instructions from my supposed new employer to send XXXX wire transfers for {$800.00} and {$900.00} to XXXX, TX. A week later, Navy Federal removed the {$1900.00} and said that it actually takes up to 30 days for a check to clear. The check in fact did not clear after the funds had already been made available, and now my account is delinquent {$900.00}. Thankfully {$800.00} was held by XXXX XXXX and was able to be recovered. The manager repeatedly apologized saying they need to increase training of their staff to avoid this sort of " miscommunication. '' I hold Navy Federal as an accomplice to crediting a fake check under their stated position while still pursuing me for an illegitimate debt where the funds were and then were not available under my name. I have filed police reports and saved all documentation of the fraud committed upon me. Regardless, none of this would have happened had Navy Federal not misinformed me as to the status of the initial cashier 's check.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-15

Occoquan, VA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I have made numerous attempts to contact Navy Federal to resolve this issue and all attempts to have gone unanswered. I contacted NFCU on XXXX/XXXX/XXXX regarding the mortgage process and was sent a quote of what my husband and I qualified for based on the conversation ( NFCU Incident # XXXX ). Following the receipt of the quote, we submitted a mortgage application. The automated system advised that someone would contact us within 24-48 hours. After not having received a response and the system now showing any pending applications, I reached out to NFCU. On XXXX/XXXX/XXXX, I sent an email asking for a status. The response received was that " Your mortgage application has been received, however a loan officer has not yet been assigned. Once a loan officer has been assigned, they will contact you usually within 2-3 business days. '' I called on XXXX/XXXX/XXXX and was advised that a loan officer has been assigned. I left a voice message for XXXX and yet I still had not received any communication. I sent a secure message on XXXX/XXXX/XXXX ( NFCU Confirmation # XXXX ) attempting to follow up on the submission and received a response that the " loan officer, XXXX XXXX will be in contact with me as soon as possible. '' The loan officer finally contacted us advising that he wanted to review the application. He did not question any of the data that we entered. He asked which area we were looking to purchase in and I informed him that we had not confirmed a location and that our intention was to obtain pre-approval. He asked about our savings and I told him that I wanted to give him an accurate number of the savings that we had between the XXXX of us. He refused and said it did n't matter. I informed XXXX that we were looking at a maximum {$250000.00} purchase range and he again advised that it did n't matter because the " committee '' had to review the information anyway. He asked if we had bank accounts anywhere else and I informed him that we did. XXXX asked is there " a lot of money in it '' to which I responded what he meant. He advised that if it was n't " a significant amount of money '' that it did n't matter. He rushed off of the phone and we did n't hear anything else until we received a notice that our application had been denied. I called NFCU Customer Service to speak to the loan officer, XXXX XXXX, regarding my complaint and my messages went unanswered. I visited the NFCU Branch at XXXX XXXX XXXX on XXXX/XXXX/XXXX where the representative, XXXX, attempted to discuss the issues. He advised that all mortgage issues had to be addressed at the Headquarters ( HQ ) branch, and redirected me back to the loan officer. I then requested to speak to the loan officer 's supervisor, XXXX XXXX. XXXX was able to reach XXXX XXXX at XXXX who was initially quite rude and demeaning when discussing my application and concerns. He informed me that I needed to go to the Credit Bureau to dispute information and not contact NFCU before he heard what my concerns were alleging that my complaint was regarding information reported to the credit bureau when in fact, it was not. He advised me that my credit report showed late payments in XXXX and XXXX of XXXX and that I could not afford a property above {$960.00} per month because I did not meet NFCU 's standards. He further advised me that I could not afford to live in XXXX XXXX or XXXX Counties even with the loan amount that I requested. XXXX XXXX then told me that " what I need to realize is that information they see needs to be shown by investors. '' I feel that I am being discriminated against based on race and age. XXXX XXXX told me that I need to look for a house under {$120000.00} because I could not afford anything. XXXX XXXX further discriminated on the basis of my race when he advised that I could not afford XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-12-14

Patterson, MD

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I made a deposit in my savings account at a Navy Federal Credit Union ATM. I went to withdraw some money from my account a few days later at the ATM and the transaction was denied. The receipt read, " do not honor. '' So, I called the credit union to find out what was going on. I was told by customer service that after reviewing my account, nothing was wrong. Later, I attempted to make a withdrawal again and the transaction was denied again. I called back to customer service a second time. I was told that my account was frozen because of fraud. I had to ask what felt like 10 times, what fraud had occurred exactly? Only after becoming irate, I was told that a {$1700.00} deposit was the issue. Last time I checked, I 'm free to deposit and withdraw MY money as I see fit. Since when did deposits become fraudelent??? The rep. tried to dismiss me by saying the individual who had done this to my account was off so, nothing could be done. I escalated the situation to a manager who refused to give unique identifiable information about herself, like her name. She told me I needed to go to a branch to show identification. I told her I WILL NOT be doing that. She thought she could remedy the situation by rationing my own money to me and offering to XXXX XXXX me {$500.00}. I vehemently declined. I told her what she could do was remove whatever block is on my account so I can access MY funds the way I see fit because there is nothing fraudulent about a {$1700.00} deposit that was made at an NFCU branch ATM WITH a card AND pin # that I am confirming I completed! She refused. In another attempt to resolve this matter, I called back to speak with someone from the board and all that information was denied. At this point, I have been unable to access my money for almost a month, which has forced me to have to borrow cash to cover the basic necessities of life. If this is not resolved expeditiously, I will file a lawsuit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-10

Deep River, NC

Cont'd attempts collect debt not owed

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

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

2015-12-10

East Orange, NJ

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

2015-12-10

Deep River, NC

Cont'd attempts collect debt not owed

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

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

2015-12-10

PA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I had fraud on my checking account with Navy Federal Credit Union. This happened while I was in XXXX, the person who did it was XXXX XXXX, I submitted all the fraud affidavits filed a report with the police in XXXX, XXXX and filed a ftc report as well. In addition I filed the fraud paperwork Navy Federal Credit Union sent me. This still has not been resolved. Navy Federal has blocked access to my accounts and say I owe them for this. I have filled out all the paperwork, filed police report but still they will not let me access my ccounts or give me new account numbers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-10

Shalimar, FL

Other fee

Credit card:

Complaint: I was charged a Foreign Transaction Fee by my credit card when I had no idea that I was making a purchase from a foreign firm. Details : I purchased a music app subscription from a website called XXXX from my computer in the US and was charged in US Dollars. My card agreement does allow for a 0.8 % transaction fee to be charged for foreign transactions made in USD. My issue with this practice is that I had no idea that I was making a foreign purchase and I do n't believe the " reasonable person '' test applies either. I bought from a .com domain from a US computer and paid in USD. My receipt has a XXXX XXXX address at the bottom. Nowhere on the website does it mention that the firm is based in XXXX. My bank did agree to refund the fee one time as a courtesy, but I have an issue with the practice of charging a fee when a reasonable person has no reason to know that he/she is going to be charged.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-09

Arcola, VA

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

2015-12-09

Mableton, GA

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

2015-12-09

Chicago, IL

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

2015-12-08

Cardiff, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-12-07

East Orange, NJ

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 explanation

Disputed: No Timely Response

2015-12-07

Using a debit or ATM card

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

2015-12-07

East Orange, NJ

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

2015-12-07

MD

Account opening, closing, or management

Bank account or service: Cashing a check without an account

Complaint: I have XXXX different loans with Navy Federal Credit Union that I got behind on atleast XXXX payments about 6 months ago. I called the credit union and make payment arrangements and they were very helpful over the phone. The representative stated since I ' am a long term consumer that they would off set my finance charges and adjust my credit history to paid asgreed. A couple of months has past since the last conversation with Navy Federal and at this time their agreements were not satisfied per our conversation. My monthly payments are getting outrageous.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-07

MN

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Navy Federal Credit Union issued fraudulent debit card and XXXX credit under my forged name in XXXX, 2015. I called and had accounts shut down and have learned I have been the victim of identity theft. Attempts at other institutions were made - BUT ONLY NAVY FEDERAL 'S WENT THROUGH - without apparent verification and opened with a STARTING {$25.00}, XXXX credit limit! This company has some serious regulatory issues!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-12-04

Ladies Island, SC

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

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

Disputed: Yes Timely Response

2015-12-04

Jacksonville, FL

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I made a payment of XXXX to go to auto loan payment on XXXX/XXXX/2015. The bank set up an auto payment of XXXX to come out on XXXX/XXXX/2015 without my knowledge. I was overcharged within a few days apart from each other. Unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response