NAVY FEDERAL CREDIT UNION

2015-07-29

WA

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: On XXXX XXXX XXXX, I purchase a ticket from XXXX XXXX via online in the amount of {$350.00}. Unfortunately, the ticket was not issued to the passenger so the passenger had to purchase the ticket using her own debit card. I then contact Navy Federal Credit Union, and talked to customer service, then was informed to contact the merchant, XXXX XXXX regarding the charges. Apparently, I contacted XXXX XXXX and talked to the agent. He informed me that there was no payment that was made due to the ticket not issued. On XXXX XXXX XXXX, I contacted Navy Federal Credit Union, and talked to XXXX, Supervisor regarding payment that was made to XXXX XXXX since my checking account showed a minus. I tried to explain to her about the matter between XXXX XXXX and Navy Federal Credit Union. She informed me that XXXX XXXX needs to provide me a letterhead to Navy Federal Credit Union to say not going to pay funds. I told her that is not what I was told in the first place, and that I was going to file a complain with CFPB, and she said go ahead and make sure my name is spelled correctly. This was uncalled for as she was negative and unprofessional including rude talking to a customer that has been with Navy Federal Credit Union for years. Again, I contacted XXXX XXXX and talked to the manager and was told that a letterhead does not need to be provided and that does not change because I was not charged for the ticket. I need to contact the Navy Federal Credit Union letting them know.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-29

Chicago, IL

Other

Credit card:

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

Disputed: No Timely Response

2015-07-29

Mdn, MS

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: We have been unable to sell our home for what is owed and contacted Navy Federal Credit Union about doing a short sale. They sent us the paperwork and we put the home on the market, during this process NFCU would not postpone the sheriff sale, however, we live in Michigan and have a 6 month redemption period after the short sale. We finally rec 'd an offer on the home and now NFCU is telling us they wo n't negotiate a short sale because it is after the sheriff sale ... this make no sense to us because they did n't inform us of this at anytime during the process. We ca n't pay off the loan and really do n't want the home to remain vacant for over 6 months. Does n't the government want banks and credit unions to work with their mortgage holders? Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-28

Hephzibah, 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

2015-07-28

Alexandria, VA

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

2015-07-28

Wallington, NJ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I contact Navy Federal Credit Union on Saturday, XXXX XXXX, 2015 regarding Fund Payment withdrawal from my account from XXXX XXXX XXXX for {$86.00}. They closed the account and issued me a new bank card and when I try activate the card it wo n't it system directed me back to Customer Service Representative were XXXX XXXX indicated there 's a automatic hold on activation of the card because my account is over draw. When do that stop the Credit Union from Activating your bank card when if it overdraw I ca n't use any so why they feel need to prevent me from using the card this way is this policy and Federal Regulations
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-28

Jacksonville, FL

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I refinanced my vehicle loan in XXXX XXXX with Navy Federal Credit Union. I know I 'm supposed to read what I sign, but when I went to sign the approval documents, there was 5 minutes left before the branch closed. The clerk had me sign the paper and I left. It was n't until I fell behind due to a XXXX in XXXX XXXX that I found out how evil this company can be. It took my mother, after a few of my failed attempts, in tears explaining my life story to the collections manager, that they took did an emergency deferment. Then, when I fell behind due to some medical issues in XXXX XXXX - I was XXXX months pregnant this time. I was in a bit of a XXXX due to work, mourning the loss of my previous XXXX still, and the stress of everything. I went on a leave of absence from work, XXXX XXXX could n't cover me because it was n't for 30days. I had NO income during that time and all I was told was that there was nothing they could do and they could take the money out of my savings and checking to cover my car payment ( they call it a statutory lien ). I tried for months to get them to help me, but they kept coming back saying they already gave me a deferment in XXXX. I would have to wait 12 months to get another. They took my mother 's and my friend 's money from the joint accounts I owned with them to cover MY car payment. I immediately called them and told them to transfer the funds back. Within a few months or so, I closed all my accounts with them, leaving the auto loan. I went on XXXX XXXX from XXXX XXXX - XXXX XXXX due to the birth of my son and was on 50 % income, I was having a hard time catching up. I needed assistance. They would n't change my due date. I had to do another deferment to catch-up. I decided to go back because my mother had her own account and it was easier to do business between accounts if I had my own again. In XXXX, I was 8 days past due before they took the XXXX I had in my checking account and put it towards my car payment. I called and had it transferred back, telling them when the payment would be made. Then that Tuesday, it happened again, they transferred XXXX from my checking and put it towards my auto loan. I called and had it transferred back, pointing out I had an arrangement on file. She made an excuse saying it was their automated system doing it. She also told me that I have overdraft protection, and it would help if anything comes in. I told her XXXX no, you just want to charge me {$30.00} per transaction. I received XXXX letters later advising they were transferring the funds to protect my credit and their asset, and today, I received a letter ( dated XXXX XXXX, XXXX ) telling me my payment was due on XXXX and it had not been received. Giving my balance which reflects nowhere on their system ( XXXX ) and threatening that they can report information to the credit bureaus and reminding me that they have a lien against my checking and savings account. Per the date on this letter, I was 9 days past due. In addition, I find it funny that they removed the funds transfer transactions from both my checking and auto loan account, both of them. I was able to capture the XXXX transaction as a screenshot and I downloaded the transactions from both my checking and auto loan to show this. I am highly dissatisfied with a company I 've done business with for well over 10 years. They are starting to act just like a bank. I find this threatening and possibly illegal.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-07-27

East Orange, NJ

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

2015-07-27

Wallington, NJ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On Saturday, XXXX XXXX, 2015 I contact Navy Federal Credit Union regarding fraud on my account and replacing my card that indicated that they send the request to another business or unit who process of mailing the New Bank Card. The make seem like XXXX comes to the office and issues the bank card the is not true a tracking number is imputed on labels so you do not have wait for tracking number. Then if you establish Business you also order printed labels with you business name and address, account and the Track number is on the right side of the label. So why do Navy Federal Credit Union Customer Service and Supervisor make seem extremely hard to obtain a Tracking Number for them to mail a replace Debit Card when they wo n't have to replace it if that did n't allow unauthorized charges, fees, to be subtracted the account and they secure their member account your assistant with this is greatly appreciated. Please make sure this Credit is working according to United States Federal Regulation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-27

Waldorf, MD

Taking/threatening an illegal action

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

Seized/Attempted to seize property
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-27

Ridley Park, PA

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

2015-07-27

Santa Ysabel, CA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I have requested both Navy Federal Credit Union and XXXX XXXX to provide me proof with the VIN # to the vehicle that they are reporting as charged off. They have refused to provide me a the vehicle identification number that is assigned to the account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-25

ME

Billing disputes

Credit card:

Complaint: Refused to change address and mail statements to correct issue. Thier only resolution was for me to go inside a branch and verify my identity in person. After explaining due to a handicap that would not be possible, they insisted the only way to verify my identity was to go inside and prove it. Instead I faxed them my birth certificate, ID card, Social Security card, and billing statement. They continued to refuse to update my address, and blocked all online access permitting me to see balances. and blocked online banking so I can not make payments. They would not give me the account balance when I called in, because I was not " verified ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-25

Wallington, NJ

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Since I open the account with Navy Federal I had several Fraud or misuse that was allowed by Navy Federal Credit Union they are not protecting my account nor keep the account secure Home Shield charge my credit card without my authorization claiming that they have card number on this can not be true because had my card change several time prior to this unauthorized charge of {$68.00} so how did they get the card number. Please review my account XXXX make sure charges and fees are apply correctly and the Credit Union is working within Federal Government Regulation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-24

Lake Elsinore, CA

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: Yes Timely Response

2015-07-24

Wdbg, VA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2015-07-24

Arco, 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: No Timely Response

2015-07-23

Finksburg, MD

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I fell victim to the housing crisis like many around 2008. At the time I was lost my job while simultaneously going through a divorce. I was forced to file bankruptcy. One of the debts discharged in my bankruptcy was a installment loan for a car that was stolen and later recovered. That installment loan was with my bank Navy Federal Credit Union. Once I filed and was discharged the bank cut off online communication. My accounts remain with a positive balance however my access is restricted as a penalty. I was told by the bank that the only way to restore my normal access was to repay the lost of the debt. The bank recovered the vehicle after the bankruptcy and sold the vehicle however, they are stating that not only will be required to pay the debt to gain the access that I previous had but I have to pay the full amount discharged and that the profits from the sale would not be credited. I have read the disclosures I was able to find from when I opened the account and there is no mention of limited or restricted access for discharged debts. Not only is my access restricted but another account for which I am only the secondary authorized user on is also restricted. From my understanding a creditor can not take action for a debt after the debt has been discharge in XXXX Bankruptcy Court. I find this practice discriminatory and a way to force consumers to pay a debt that has been discharged.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-23

Simi Valley, CA

Deposits and withdrawals

Bank account or service: Savings account

Complaint: I have a loan with Navy Federal Credit Union that was already charged-off 5 years ago. Yesterday, I have to borrow money from my brother as I am going through financial rough times, but he deposited the money to my savings account with Navy Federal Credit Union since he has an account with the same bank. The NFCU then transfer the funds to the loan that was charged-off 5 years ago and I am left with XXXX balance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-22

Keyport, WA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I am a military member of navy federal credit union. I was looking for a part time job, and was contacted via email on a at home job offer. I was mailed a check for suppliessupplies I deposited the check in my account at the local navy federal, and was given the direction to send a XXXX to the supplier. Not realizing it was a scam due to my hopefulness and being excited about bringing in some extra cash. Once I realized that it may have been a scam I contacted navy federal. They informede there was nothing they could do till the checked cleared as fraudulent. So security locked my account, and told me to come back in a week and they would see what they could do. A week goes by and my account goes - {$2800.00}. The check was indeed fraudulent. I went to the bank and asked if I could make some type of payment arrangement because I could not afford paying that amount back. They told me no, I 'm responsible for the charges and there is nothing they can do to help. I spoke with a XXXX XXXX bank and they said navy federal should have been able to tell the check was fraud before they allowed me to cash it. And I specifically remember the bank teller being unsure of the check and asking her supervisor about it but the supervisor said it was fine. I understand my mishap, but navy federal bank tellers are horribly trained to look for these fraud checks. So now I am behind on all my bills on my navy federal account which includes my car loan personal loans and credit card and line of credit. I was already financially struggling, now I 'm in a black hole. Navy federal will not do anything to help me. Now with no money because I did not receive my last check because it went to the negative balance, no money for next check, behind in all my bills including rent with no help from anyone. How is it that navy federal has no protection for there military members and families. How is it that the people that serve your country can end up homeless and hungry, and in even more debt because of a scam, and their bank not care. I understand my fault, but being in the military I forgot about the scumbags in the world that prey on innocent people looking for a better chance in life.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-21

Charlotte, NC

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: In XXXX an account was opened in my name under false pretense by someone using fraudulent information. The person took the money and ran. I reached out to bank for assistance in getting resolve but they were only concerned about getting paid. In fact their only solution was to put me on a repayment plan with a higher interest rate until the debt was paid. They knew about the scam because of other victims but never offered to help. In XXXX a judgment was awarded against me. At the same time the bank was suing the person who scammed me for the same loan. In XXXX the scammer plead guilty but NFCU still came after me for the money. All of my attempts for resolve were forwarded to their attorney who only allowed for a repayment plan. Today I still suffer from the effects of this mentally and financially.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-21

Fairfax, VA

Other

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-07-21

Washington, DC

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

2015-07-21

Amelia City, FL

Loan modification,collection,foreclosure

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-07-20

Corpus Christi, TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response