NAVY FEDERAL CREDIT UNION

2015-11-19

Sylvester, GA

Other

Credit card:

Complaint: An account is still showing a balance after being paid.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-11-19

NV

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I refuse to go back and forth, he said she said. This is my third complaint and I would like some issues addressed to determine if any CFPB rules were broken. I have attached two documents. One is a statement from NFCU and the only document I have received as to my denial of a VA loan and it 's in the form of an email. The other is a statement from XXXX XXXX from the VA disputing the statement from NFCU. Only XXXX is the truth. This issues that need to be addressed are from the response of NFCU in complaint # XXXX and are as follows1 : First of all I would like to know who I am addressing. There was no name attached to the response from complaint # XXXX or complaint # XXXX or complaint # XXXX or complaint # XXXX and if you are qualified to make decisions on my file and why did the loan officer that was handling my loan get fired. 2 : As a requirment to report all loans to regulators, what reason did you use for my denial of the VA loan. Was it the same XXXX you gave me, that I did n't pay my last month 's rent. I do n't believe that is XXXX of the data points outlined in Regulation XXXX Especially after being pre-approved. 3 : The high cost mortgage I was offered. Does it comply with regulations as set forth in Regulation XXXX after I locked in a rate of 4 % just 30 days prior. Why the high cost mortgage? according to my credit report I had no derogatory remarks, no missed payments on anything and my scores were XXXX and XXXX. I attached a copy of my credit report in complaint # XXXX : You stated that NFCU undertook extensive efforts to assist me, but a VA loan was not an option because of unsatisfactory verification of rent and a court judgement. Well I too took extensive efforts to prove that both landlords lied. Without going into lengthy explanations, I did send XXXX XXXX proof along with a satisfaction of lien from the court. I attached a copy of that in complaint # XXXX. So that was not an option to turn me down. Than you stated that NFCU contacted the VA and they confirmed that the loan was not eligible for a guarantee. Please provide proof of that contact. I do n't think you did. 5 : You said you attempted to offer possible assistance, but the number you gave in complaint # XXXX is to a telemarketing company. I did call it for possible assistance. 6 : I am going to have to include your the title company acting as your agent agent. XXXX XXXX. At closing, they failed to disclose anything to me. We just went through page by page with just a sign here. I did n't even know I had mortgage insurance. I am sure they followed all the regulations, but why was my wife added to the note when I distinctly said not too. She receives all correspondence from NFCU including late notices. My question is, did you report her as a co-applicant and if so, did you report her ethnicity as XXXX. If you can please address these issues I have I would appreciate it. I am sure the CFPB would be interested also.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-19

Cheverly, MD

APR or interest rate

Credit card:

Complaint: In XXXX I opened a new credit card with Navy Federal Credit Union. The card had a promotional rate of 0 % for balance transfers for 15 months. Once I opened the account I decided to use the card for all of my purchases in addition to the {$9700.00} balance I transferred in. I called customer service and inquired as to how payments were applied to balances and how interest was charged. I was told, in XXXX, that if my purchase balance was paid in full each month by the due date, I would not incur any interest charges-regardless of the promotional balance because the promotional balance had a 0 % interest. For the last two months I have been changed interest by the credit card company, even though I pay off my entire purchase balance each month ( and then some to bring down the balance transfers XXXX. When I challenged the company this past month, they explained to me that even though their " statement disclosure '' states that " We will not charge you interest on purchases if you pay your entire balance by the due date each month, '' they claim that they calculate interest using the " average daily balance '' which takes into account the balance transfer ( even though the balance transfer has a promotional rate of 0 % ). The terms of their agreement are deceptive and I believe how they are charge/calculate interest is deceptive and intended to confuse customers in an attempt to charge interest on promotional balance transfers that are allegedly 0 %. Their own customer service staff were perplexed why I was being charged interest and were largely unable to explain how I was being charged interest when the purchase balance was paid, in full, each month and the promotional balance transfer rate was 0 %.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: Yes Timely Response

2015-11-18

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 monetary relief

Disputed: No Timely Response

2015-11-18

Fort Washington, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-11-18

GA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: On or about XXXX XXXX, 2015, my wife and I called Navy Federal Credit Union ( NFCU ) to see if my pay check had been deposited into the account yet. When we called, the NFCU representative told us that our account had a negative balance. After inquiring why, they informed us that a check for {$1500.00} had not cleared and bounced, so they were taking the money from our account. They told us that someone had deposited a check electronically and removed the money from our account. We informed them that my family does not use checks, and the only money we put into our account is from Federal Agencies ( pay checks ). Then we found out what we needed to do to dispute this fraudulent activity. NFCU told us that if we went and got a police report and brought it in we would be refunded in less than 48 hours. After obtaining the police report we brought it in to the branch in XXXX, GA. They said okay it will be refunded in less than 48 hours. 48 hours passed with no action. So three days later we called. Then we were informed that a gentleman and myself, XXXX XXXX, had showed up with the check at the branch in XXXX Georgia on XXXX XXXX, 2015, went to the counter and made the transaction. So therefore they would deny the fraud claim. But they stated they wanted an affidavit saying that I was not present in the location on XXXX XXXX, 2015, because they wanted to look at the cameras to see if it was actually me that showed up in the branch. We completed the Affidavit and gave it to the branch, but they refused to accept this affidavit and wanted me to sign XXXX provided by them. The next day our claim was denied again. When we called to learn why they had denied our claim again, they told us that the man had come into the branch alone on XXXX XXXX, 2015, and that he was to deposit a check into our account and withdraw the cash value of the check. The check was made out for {$1500.00} and was made out to me. They said that NFCU called me to receive authority for the transaction to take place and that I authorized it. I did not receive a phone call from them and I did not authorize the transaction, but NFCU used their story to deny our claim again. After this denial, NFCU confiscated XXXX of my pay checks, as well as my children 's savings accounts and froze our account. The freeze stopped XXXX automatic payments from being withdrawn from the account to pay for XXXX loans we hold with Navy Federal, and has resulted in us falling behind on those payments. On XXXX XXXX, 2015, I met with a legal assistance attorney in the XXXX Office. He called NFCU with me and NFCU told us that they had a recording of my authorization for the fraudulent transaction to take place and that therefore I was a party to the fraud and NFCU would not reimburse my funds. NFCU told the legal assistance attorney that they would not release the telephone recording without a subpoena despite that being the sole reason they denied my fraud claim and the fact that I disputed ever authorizing the transaction to take place whether on the phone or otherwise. As you can see, I was the victim of a theft of all my private information from the OMP records, so that may have contributed to my situation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Disputed: No Timely Response

2015-11-17

Jacksonville, FL

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: Yes Timely Response

2015-11-17

Arco, CA

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: There is fraudulent transactions resulting from identity theft. I provided Navy Federal Credit Union with a FTC Identity Theft Affidavit and they have not complied with the laws to remove unauthorized transactions nor stop reporting incorrect information to credit report agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-16

San Diego, CA

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: Yes Timely Response

2015-11-16

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

2015-11-13

Washington, DC

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-11-13

Bohemia, NY

Payoff process

Credit card:

Complaint: I have a credit card with navy federal credit union that is now closed but I still have to make monthly payments on it as it still has a balance. I do not receive any paper statements or online statements. Contacted a supervisor twice and spoke to numerous times to customer service reps. The only thing I know is that my payment Due date is on the XXXX of the month. I have no idea what my interest charges are. Everytime I call to make a payment I ask what my minimum payment is and that is how I 've been paying my monthly credit card bill for the past year. Absolutely unethical.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-11-13

Rochdale, NY

Account opening, closing, or management

Bank account or service: Checking account

Complaint: i didnt make a inquiry for this bank
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-11

San Jacinto, CA

Other transaction issues

Money transfers: International money transfer

Complaint: In XXXX 2014, I wired money to XXXX XXXX XXXX XXXX for studies. The amount was {$8800.00}. I, unfortunately, was not able to attend the school therefore I expected a full refund. I asked for this refund in XXXX 2014 and I have yet to receive it. XXXX XXXX XXXX XXXX has refused to give me my money back and they have chosen to ignore any of my attempts of communication.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-11

Brooksville, FL

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

2015-11-10

Newport Beach, CA

Sale of account

Credit card:

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

Disputed: Yes Timely Response

2015-11-09

Camp Springs, MD

Improper contact or sharing of info

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

Contacted me after I asked not to
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-11-06

Cibolo, TX

Other

Credit card:

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

Disputed: No Timely Response

2015-11-06

Avondale, MD

False statements or representation

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

Attempted to collect wrong amount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-11-05

Hi Vista, CA

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: Yes Timely Response

2015-11-04

FL

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: In late XXXX, I applied for a membership in Navy Federal Credit Union because I am an XXXX of the XXXX XXXX. I planned to obtain a promissory note to purchase a used vehicle. A few weeks after they approved me for membership over the phone and sent me a promissory note and security agreement, I was unable to log into their website to view my account. After speaking to several representatives, I learned that I needed to " verify my eligibility '' by submitting documents proving that I am in the military. When I asked them why I did not receive an email or phone call informing me of this issue, I received no explanation, but I was re-granted membership in the credit union. Then, after driving the car for an entire month, I learned from NFCU that because I purchased a salvage title vehicle ( it is a theft recovery with no history of collision ), a fact which I did not hide from them and which was freely available to them on the state 's XXXX XXXX search website, my loan would be converted to a " signature loan, '' and the interest rate would go from 5 % to as high as 18 %! I asked why they missed the " salvage '' brand in the title search, but they told me it was my responsibility to inform NFCU and that I was lucky enough to be paying the lower interest rate until the loan is converted to a signature loan. A representative pointed me to a sentence buried in the middle of a paragraph on the XXXX page of the security agreement that I signed to justify this interest rate hike. It reads : " The owner ( s ) will maintain property insurance on the collateral covered by this Security Agreement against loss and damage with a collision deductible of no more than {$500.00}. '' He told me that this sentence justified NFCU retroactively hiking my interest rate because buying a car with a salvage title constituted breach of an agreement to maintain insurance on the collateral. I have insured this vehicle through XXXX, and their representative informed me that I had collision insurance up to the vehicle 's value. I did not realize that a salvage title would severely reduce the vehicle 's value, but I also did not nor do I think that this sentence in the security agreement or any of the statements made to me before I purchased my vehicle justify the interest rate hike that NFCU is trying to impose on me. In my opinion, the fault does not lie with an unsophisticated consumer, but with an enormous banking institution that failed to do its job by giving easy credit without doing its due diligence.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-11-04

Lannon, WI

Settlement process and costs

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-11-03

Pinellas Park, FL

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

2015-11-03

San Diego, CA

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 monetary relief

Disputed: No Timely Response

2015-10-31

PA

Billing statement

Credit card:

Complaint: Navy Federal refuses to give me statements for my account. They have taken away access to my account. I have no idea on purchases that were made on my account, because they are withholding statements. I am hereby refusing to pay now since they refuse to tell me anything about my account. I have supplied them with my identification like they requested before but still nothing. I am attaching identification again with this. If any negative activity appears on my credit report I will pursue legal action with the courts against Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response