NAVY FEDERAL CREDIT UNION

2015-07-20

Manhattan, NY

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

2015-07-18

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

2015-07-18

Wallington, NJ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Navy Federal Credit informed me that XXXX from Security put restrictions on my account leave with no access to my account please he question my membership when my daughter XXXX XXXX referred to the bank and per membership you need have immediate family in order to join. When I open the account my daughter confirmed that I 'm here mother. Please explain when do membership and security have the authority to put on a member account that has XXXX XXXX Direct Deposit into my account. Please explain if Navy Federal as that authority to do this is that part of Federal Regulation.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-15

Newnan, GA

Application processing delay

Credit card:

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

Disputed: No Timely Response

2015-07-15

Cols, GA

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: Yes Timely Response

2015-07-15

Glendale, CO

False statements or representation

Debt collection: I do not know

Attempted to collect wrong amount
Complaint: Debt never validated. Settled with original creditor. This creditor presenting false and misleading information to credit bureaus damaging access to credit markets.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-07-14

Washington, DC

Account opening, closing, or management

Bank account or service: Savings account

Complaint: On XXXX XXXX, 2015 I received a letter addressed to me stating that my Navy Federal Credit Union ( NFCU ) account was restricted due to transaction activity conducted on my personal account and that the activity conducted does not fall in line with NFCU 's underlying acceptance of risk. The letter instructed me to proceed to the nearest branch to withdraw all funds and close the accounts. I in turn went to a local NFCU branch in XXXX, VA on Thursday, XXXX XXXX to withdrawl all funds and close my accounts. However, upon arriving and speaking with a representative, I was told that my account was locked and even she could not withdraw the funds due to my account being under investigation. The branch had me speak to a security specialist, whom directed me to call her back the following Friday, XXXX XXXX to check the status of my account. I in turn called the security specialist on Friday, XXXX XXXX. She told me that there was a letter in the mail to me and to await the receipt of the letter. On Monday, XXXX XXXX, I received a XXXX letter from NFCU dated XXXX XXXX, 2015. This letter stated that after NFCU reviewed their records, it has been determined that the activity conducted on my personal account does not fall within their underlying acceptance of risk and for that reason, my personal account will remain restricted from use indefinitely and that I am to visit my nearest branch to withdraw all funds and close the accounts. On Monday, XXXX XXXX, I again visited a local branch in XXXX, XXXX After waiting for over an hour with my wife and newborn child, I was again told by the branch representative that the account was still locked and she was unable to withdraw the funds and close my account until the account was unlocked. She in turn called the security specialist whom was unaware of the signed letter sent to me dated XXXX XXXX, instructing me to visit the branch and withdraw my funds and close out my account. The security specialist then told the branch representative to fax her a copy of XXXX the letters I received, in addition to a letter written by me requesting to withdraw all funds and to close my account. The latter was not a requirement of either letters I received, but I sat there and did as I was requested and hand wrote the letter, signing and dating it. All in all, I have no issue with NFCU wishing to close my account, but I do take issue with the fact that they have sent me not XXXX, but XXXX signed letters from their Senior Vice President of Security Department, instructing me to visit my local branch to withdraw all of my funds and to close my account. I have wasted too much time with this matter and have done what has been asked of me. They are withholding funds that are legally mine which they 've instructed to permit me to withdraw. I do not know what to do, but this institution clearly does not know what it is doing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-12

Julian, CA

Credit decision / Underwriting

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-07-12

FL

Billing statement

Credit card:

Complaint: On or about XXXX 2014 the credit union of my new address, the customer service agent mis-typed my unit number, and had the incorrect address on file for several months. After I notified them it was the wrong unit, they continued to send all my personal banking information to this unit, including my full credit card numbers, access number, transaction information, and all correspondence against my will to this stranger. I did not receive my statement, and called to notify them again & through a " verification system '' of public information, I answered XXXX question out of XXXX wrong, and failed their " verification '' and they would not allow me to change the address to receive my bills. At that time, I had online banking with them, and assumed I could log in, and receive my statement that way. However after I logged in, my service was partially suspended due to a " Security freeze '' and could not view statements or do transfers. Realizing this, I began to record my telephone calls to the credit union, and document the unbelievable trouble they are forcing me into to get a bill. Again, during the final call XX/XX/XXXX they would not provide an account number to pay, or even the payment amount. I asked if they were concerned about " Fraud '' they should be asking me about the charges, to see if they are mine or not? They would not comply. I told her I did n't know how else to pay, and she did not seem concerned. We then began to " Guess '' what our payments were, and when they were do and send in a check. They would not direct me to any address, or any person of authority to correct the matter, even after repeated requests. Subsequently XXXX XXXX, 2014 Navy Federal CU decided to correct our address to the correct unit ( XXXX ) and we were able to receive the statements, review them, and get the payments out on time. I called member services, and asked them to release the " block '' so we can use the bill pay and other features. She advised me the only way was to come inside a bank, and meet a banker. I stated due to my handicap, that would n't be possible, I could potentially meet at the drive-through, but again not inside, however my husband can go in. SO I faxed them, a copy of my State ID card, SS Card, Birth Certificate, Utility Bill, and followed up that they received them. XX/XX/XXXX, I stopped receiving statements again, and went through the same process with member services as before. I continued to try and make estimated payments on estimated dates. This week my son ( Whom is an authorized user on the accounts ) Notified me he was declined for XXXX auto refinances because of unpaid credit card bills. After pulling my credit reports, I discovered Navy Federal Ruined not only my credit, but my sons as well. They are currently reporting 90 days late on the credit card, and on XX/XX/XXXX we immediately called the credit union to rectify the situation. I was told to call back another day when collections was in. The very next day XXXX spoke with XXXX XXXX whom stated he would decrease my interest rate to 6 % and bring both accounts open and active, however I had to pay a {$240.00} payment to get the MasterCard to reopen, although I did n't agree at first, I called back later to accept the offer, however, his shift ended at XXXX, and his supervisor said he could n't help me. I asked to speak to anyone, and was hung up on 3 times during the 7 hours I spent on the telephone with the credit union. No one would accept my payment for the account, even though everyone mentioned ( this will " charge-off '' any day now ) I was furious! I have all calls recorded, and as a person of integrity of course I want to pay my debts, if I have charged them. Navy Federal refuses to let me, and they choose to discriminate against me, and ruin mine, and my son 's credit. The purchase of our new home just fell apart 2 weeks ago because of this. They are ruing my life.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-07-10

Chicago, IL

Managing the 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

2015-07-10

San Diego, CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: i was XXXX XX/XX/XXXX XXXX 10 months during this period someone used my atm card to withdraw funds from my account as well use my account fruadlanty. upon becoming aware of this activity i reported it to fraud department at navy federal XX/XX/XXXX. since this filing this dispute the security agents at navy federal ive spoken to have been rude, disrespectful, and have accused me of committing fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-10

Bel Alton, MD

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: My daughter applied for a auto loan and was pre approved for XXXX, to purchase a car. However Navy FCU asked her for her documents for employment verification. She provided the documentation, and her offer letter that she received from XXXX XXXX in the offer letter is stated you will be hired, contingent on your drug test and background check ). Well she passed XXXX and is working XXXX. She provided all of the documents they required XXXX bank statement, pay stub, offer letter etc ). The lady she spoke with at Navy FCU, stated they needed a COPY OF HER DRUG TEST RESULTS ON XXXX LETTER HEAD STATING SHE PASSED THE DRUG TEST AND SHE WAS HIRED. My daughter was so upset. She told them to close her account. My question is, is she working for Navy FCU OR is she applying for an auto loan!!!! Is this standard practice or do they only ask minorities for this information or people under XXXX this question, what does the drug test results have to do with a auto loan. This is not the end of this. I am going to get to the bottom of their customer service practices and this clearly should be investigated.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-07-08

Laurel, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-07-08

OH

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: I behind on two loans and a credit card at navy federal credit union. I talk to them weekly about the matter. This week they have been calling my family members and leaving messages saying, " this is so-and-so calling from navy federal, please return our call. It is urgent. '' This is absurd. They have my number already. I find to be harassing and trying to embarrass me with my family.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-07-08

East Orange, NJ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I made several attains to pay my bill via Navy Federal Credit Union and the Website still is not work. Please review the website and make it working properly and contact regarding this matter also.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: No Timely Response

2015-07-06

Arlington, VA

Other

Credit card:

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

Disputed: No Timely Response

2015-07-06

MA

Transaction issue

Credit card:

Complaint: Charged XXXX by XXXX XXXX XXXX company to my Navy Federal Credit card for a transaction that was already paid for by my insurance company. I have opened disputes with Navy Federal and have to hear back/have the disputes resolved after providing documentation proving that these charges have been paid by an insurance company already. Navy Federal is not processing the disputes in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-06

Liverpool, TX

Deposits and withdrawals

Bank account or service: Savings account

Complaint: This is Not A Duplicate, XXXX XXXX I Lost My Wallet With My Bank Information In It! I reported It As Soon as I Gotten Home! Navy Federal Did Not Close My Account! On The XXXX Of XXXX {$5000.00} Dollars Was Deposited in My Account and When They Took The {$5000.00} They Took My Income tax Money from Checking and Savings Checking Navy Federal said {$570.00} They Supposed To Have Send Me and Still Have n't Receive Yet! They Have n't Credited Me With The {$1500.00} I Had In My Saving! I 'm Not Satisfied at All.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-03

Wallington, NJ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2015 I contact Navy Federal Credit Union not being able to complete or add a biller for payment. The Customer Respresentative told me that only way me to add new biller I must have desk top computer. I explain to the Customer Representative that I do not have desktop and I only could access my account via IPAD and IPhone. Why is that account access does allow you access you account and setup bill payment on other device then desktop. Because I 'm unable to pay my bills this process should available thru various tech equipment.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2015-07-03

DC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I am joint owner on my XXXX year old daughter 's saving and checking account at Navy Federal Credit Union only for the purposes of assisting her when needing to handle transactions as it pertains to her college education. I found out today XXXX/XXXX/15 that this financial institution transferred {$470.00} from my personal account I have with them to my daughters overdrawn account. When I inquired as to the reason I was told that a signed disclosure justified the transfer. I have no issue with the signed disclosure. My issue as explained to the representative was the amount by which NFCU allowed my daughters account to become overdrawn by. The amount of money taken from my personal account to cover this overdrawn balance is a hefty amount for me and was to be used to pay my own personal obligations. I had my daughter pull up her account information and the account was allowed to go into overdrawn status since XXXX 2015 and with her working on a part time basis she paid for these discrepancies. The charges were for purchases she made in addition to a slew of overdraft protection fees that were allowed and charged. This current policy and procedure has impacted me today in a negative manner and had I not looked at my personal account when I did, I would not have had a clue the funds had been taken. My daughter has been taught how to properly maintain an account and knows if she does not have the money to do without. I say this because I want to make the point that parents do teach their young adults to be responsible but it is rather difficult when you have financial institutions who allow young adults to take that extra mile. What regulations are there if any that would protect the consumer by placing reasonable limits on the amount of allowable approved transactions on an account that is already in overdrawn status? I will be filing a second complaint regarding the same institution about a credit card that my daughter was allowed to open while having no job and being a XXXX student.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-03

DC

Credit determination

Credit card:

Complaint: My daughter is a XXXX who decided to open a credit card although the discussion had already been made not to. To my surprise after her XXXX XXXX she came home and had received mail from Navy Federal Credit Union. I inquired as to what the mail was for and she indicated she had opened a credit card. The first thing that came to my mind is she did not have a job, had already maxed out her limit not of {$500.00} but on {$5000.00}, and still was a dependent. The next day we went to an NFCU branch office as I was in disbelief that such a thing was still happening with the tightening of credit guidelines and all. The branch customer service representative indicated that there was nothing that could be done my daughter is XXXX years of age. I get it, what I do n't get is how you can give an XXXX year old or anyone for that matter a {$5000.00} credit limit and not verify they have the wherewithal to pay it back via sources of income This was allowed and now my unemployed daughter has a maxed out account that she will be obligated to pay back while she works from time to time and while continuing to be a XXXX until she lands a real job. I wonder if Navy Federal along with other financial institutions are part of the solution or are you truly a part of the problem. I do n't see anytime soon that the economy will rebound with policies and procedures such as this.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: Yes Timely Response

2015-07-01

Hampton, VA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I went to XXXX Kia in XXXX XXXX, VA to find a new vehicle. My vehicle, XXXX Kia Forte financed by NFCU with a balance of {$6800.00} was in an accident and the insurance company delayed payoff. I am pregnant and need transportation. The dealership sold me a XXXX Kia Sorento and told me they would pay off my trade-in and that my total cost out the door would be {$22000.00}. I did not understand what was happening. Navy Federal provided me a blank check that I wrote out for {$22000.00}. I thought the dealership was going to pay off my trade-in as they had stated. The Dealership did not pay it off. The dealership documents did not show the negative equity on the paper work. The dealership wrote up XXXX deals. On XXXX they said they were giving me {$1500.00} as a down payment to help me. On the other they did not have the down payment. On XXXX they indicated that there was no negative equity and the balance due at delivery was {$22000.00}. I recorded the conversation at the dealership where they said what the actually did. I was pre approved for the new car loan by NFCU for up to XXXX. The paperwork from NFCU indicated that my max loan amount could not exceed XXXX and that it would be in addition to the existing loan balance of {$6800.00}. The print from NFCU is really little and it did not make since if the dealership was going to pay off the trade-in in full. The dealership indicated that NFCU would not take checks on NFCU to NFCU loan purchase and trade-ins.
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Disputed: No Timely Response

2015-07-01

Wallington, NJ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2015 I contact Navy Federal Credit Union regarding fraud from XXXX and I was explain that they will cancel my Navy Federal Credit Union and will expedite me another Bank Card Via XXXX. I called today XXXX XXXX, 2015 I was informed it mailed out regular mail and were they can not trace nor tell when I should expect it. Navy Federal also explain that XXXX check of mine has been return and they do not notifty the payee that it not enough fund in the account. So they allow the payee to keep sending thepayment while they keep charging me {$29.00} XXXX times and they its not enough funds theaccounts. Along the fees from the vendor I also owe them {$29.00} for the XXXX transaction. Can tell me is this the Navy Federal Credit should treat their customer. I 'm still awaiting a response regarding the fraud at XXXX XXXX XXXX they just the take my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-07-01

Garner, NC

Incorrect information on credit report

Credit reporting:

Account status
Company Response: Company believes it acted appropriately as authorized by contract or law Closed

Disputed: No Timely Response

2015-06-30

Gilbert, AZ

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