NAVY FEDERAL CREDIT UNION

2019-08-21

Glenarden, MD

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-21

Cordova, TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a mortgage loan with Navy Federal Credit Union XX/XX/2019 and submitted all financial information that was required. I've spoken with XXXX XXXX and XXXX XXXX several times my file hasn't been underwritten nor has the appraisal been ordered. The builder is requiring me to pay {$75.00} a day until the loan closes if it doesn't closes by XX/XX/2019. I feel my file was set to the side and wasn't processed for a mortgage loan. Requested a pre-approval letter or conditional approval for the builder, they are refusing to provide that information. I have no credit issues or concerns that would hinder me from being able to acquire the loan. I feel that because we are a young XXXX couple that we are being targeted not being fairly treated in this process. I was also informed by XXXX XXXX the XXXX came back not as no hit, information filled out by Navy Federal to obtain that information didn't match the information on tax documents, it has to match for IRS to send the report. I went to Navy Federal for their mortgage services. I haven't been provided those services and clearly someone lack the ability to process financial information, verify information and secure the customer a mortgage loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-21

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-21

VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: I had a signature loan for about three years with Navy Federal. I have never gone 30 days past due on my payment. I called Navy Federal on XX/XX/XXXX after discovering they took social security ( protected funds ) from my account to pay towards my loan which was a few days past due. I have spoken to them about this on numerous occasions and they tried to say that because I moved the funds from the savings into the checking that it was no longer protected, which is absolutely incorrect! My loan was due according to my XX/XX/XXXX statement for XXXX. I called and set up two payments one for XXXX to be processed on XX/XX/XXXX and another payment of XXXX to be processed on XX/XX/XXXX to satisfy the remaining balance on my loan. I called their collections department and got the XXXX amount from the representative. Last week on XX/XX/XXXX I checked my online banking app to make sure there was nothing owed on the loan, and it read XXXX $ balance, and I was not past due. Today when I opened the app it said I was XXXX days past due for a XXXX late fee that posted on XX/XX/XXXX. I was not notified of this and was utterly confused as to how I can go from owing nothing and not being past due to a week later I am now XXXX days past due. When I called Navy I spoke to collections twice, I spoke to lending and a lending manager and member services. Everyone acted as if I was in the wrong and it was my fault for not realizing I was going to get hit with a late fee a month later even though I paid off the loan and I was given no reaction time since when the fee posted I was instantly put at 30 days past due. I am beyond furious at Navy stealing my social security funds and then trying to justify it AND me satisfying my loan balance and the amount put on my statement, and still being reported for credit. The lending manager said she would pull the call and if SHE feels I was given the incorrect amount, said they MAY see about getting this removed. Navy Federal is still up to their deceptive ways and I am going to be pursuing legal action.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-21

Finksburg, MD

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-21

Baltimore, MD

Closing on a mortgage

Mortgage: VA mortgage

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

Timely Response

2019-08-21

North Las Vegas, NV

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-20

NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: Navy Federal Credit UnionAttn: Credit DisputeXXXX XXXX, VA XXXXXXXX XXXXRef: Account #XXXX Account #XXXXDear Sir or Madam:I have an active mortgage loan with Navy Federal Credit Union and an associated equity loan that has been paid off, in full. The house was marital property and when I got divorced, in XX/XX/XXXX, was awarded to my ex-wife, by the judge, along with all legal and financial responsibilities for the property and corresponding debt. She failed to honor these obligations, forcing me to resume paying all the debt in XX/XX/XXXX. I maintained the loans in good standing for the next six years until, in XX/XX/XXXX, I was no longer able to do so, even though the debt was not my responsibility by court order. In XX/XX/XXXX, Navy Federal charged off the balance of the equity loan. In XX/XX/XXXX, I was able to secure the assistance of an investor, who paid off the entire balance of the equity loan and brought current the primary mortgage, including all legal fees relating to the impending foreclosure. The loan status remains current, paying on time.With Letter mailed XX/XX/XXXX, which I have attached as supporting documentation, I requested Navy Federal Credit Union provide me with a letter which updates my accounts as referenced above and requesting they update the 3 credit bureaus XXXX, XXXX & XXXX XXXX. Currently, the credit report is showing incorrect and out of date information, which is in violation of the FACTA regulations. The attached letter shows what is on my current credit report from all three bureaus, regarding the accounts. I had to take my ex-wife back to court several times to finally gain control back of the property, and as is evident from my credit reports, you can see I have a long excellent payment/credit history with Navy Federal Credit Union, and all other creditors. I am currently honoring my obligation with respect to this property, since the court determined she has been in violation of the court order and original agreement since day one. Now that I have custody, care and control over the property, I took corrective action to bring it out of disrepair and am selling the property.I am also enclosing a copy of the Separation Agreement/Property Settlement/Divorce Decree to aid you in documentation for the remedy of this situation and a copy of the Navy Federal Credit Union Response letter, which I disagree with and was vague to say the least, as it did not address varying information reported on the same accounts.As a point of historical note, the relationship with Navy Federal, and specifically regarding this mortgage, has been toxic at best. In XX/XX/XXXX, the XXXX branch mortgage loan department allowed my ex-wife to apply to refinance the property, in my name, with an expired power of attorney and without my knowledge. I have the denial letter on file would be beneficial. In the late summer of XX/XX/XXXX, when my state income tax return was accidentally direct deposited into my Navy Federal checking account, the mortgage payment, which was 23 days late, was automatically debited from my account, without my consent or knowledge. There have been numerous attempts by credit union employees to undermine my financial stability by trying to use “credit union policy” to ensure I was unable to meet their demands, leading to a narrowly avoided foreclosure.I am a XXXX XXXX XXXX veteran and take my credit very seriously. I feel that Navy Federal Credit Union does not and has no consideration for me or my family in the matter, whatsoever.Thank you for your time in this matter. Sincerely,XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-20

Decatur, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-20

Stevenson, MD

False statements or representation

Debt collection: Auto debt

Attempted to collect wrong amount
Complaint: For the second time, upon attempting to log into Navy Federal Credit Union's website to pay my auto loan a few days late, I've been presented with a sparse webpage that claims that I've been put into delinquent status, locked out of my account, and told that I must pay both this and next month's bills, all at once, to regain access. This is untrue; clicking through a small link lets you view your accounts, and to also view the actual amount that is late and due. To a casual observer, however, it would appear that one must pay twice the expected amount! This is misleading and unfair.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-19

Washington, DC

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-19

Cheverly, MD

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Investigation took more than 30 days
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-17

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My wife and I recently made a trip to XXXX XXXX, and notified our financial institutions we would be traveling and where. I generally do not use a debit card in situations where I am concerned about financial loss, but I did use my debit card to pull cash from an ATM while we were there. Unfortunately, at some point during that day, I somehow managed to lose my debit card during this process. Unknown to me at the time, my debit card was used at a hotel near where we were staying five different times by a group of people who had found the card. Each transactions was $900, for a total of $XXXX. Just as we were about to make our travel back to the states, I logged onto NFCU's app to check on a small deposit I was expecting and discovered the charges. I immediately contacted NFCU to make a fraud claim, and initially, was happy as they credited my account for the amount the amount of the transactions.Within a few hours, NFCU sent a follow up message stating that they had completed a thorough investigation and no error had occurred, and they would be removing the credit. I contacted NFCU again, and asked how they could make that determination. They were vague, but essentially stated that a problem with the dates combined with the fact I told them we would be in XXXX XXXX led them to determine that no fraud had occurred. When I made my initial report, the dates I gave them were the dates on their website (XX/XX/XXXX), which was the date the transactions posted. The actual transactions actually occurred before that (I pulled cash out on the XX/XX/XXXX, I assume the other transactions were that same day). I guess this provided at least some of the confusion.When I asked to speak to someone, I was told there was no way I can call anyone from that office, but that they can send a message requesting they call me. They never called. I did submit a follow up message that was more specific on the dates, and corrected my earlier error, and now awaiting a "second review".I am not an investigator, but I was able to contact the hotel where the transactions occurred. It turns out six people were using my card (passing it from one to another) to pay for their rooms as well as other activities. The manager of the hotel came in late to the transaction, and thought the activity suspicious. He stopped his partner from processing any further transactions, collected the payment documents, and contacted the XXXX XXXX police. The six people fled, and he then contacted the bank to notify them of the fraud.I have forwarded this information to NFCU, and hope the second review will provide an actual "thorough" investigation into the matter. It seems as though 5 repetitive transactions made within a short period of time should have been enough to set off some kind of alarm that maybe there was something suspicious going on, but that did not happen. Additionally, NFCU made no effort to investigate anything and simply denied the claim within about 6-8 hours. No follow up questions, no attempt to clarify, just simple outright denial. A review of some of the other complaints on this site seem to indicate a similar pattern of operations.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-08-17

Ernul, NC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I had a dispute with XXXX and navy fed got my money back $XXXX I bought the ticket from my XXXX acct but they could not put it but into that account after trying two times the system said it came from my joint acct but they saw there was no money in that account so they did not know why the system was saying that it did. They had to put the money in that account because the system would only allow it to be put there. Ok now the took $XXXX or close to that to pay a bill for my daughter because now it's her money because it was in that account. The department have explained to them many times what happened and why they need to give me my money back but now they are saying I owe to so if they did not take it for XXXX they would have taken it for me. Well they told for XXXX and it was not her money and there mistake put in the account in the first place I did not. The mistake is that the last 4 numbers of both debt case from both accounts are the same so the whole number was not put in only the last four. Again navy fed mistake but the collection dept will not give me my money back. The department that made the error has explained the mistake to the many times but again they said the would have taken the money from me. Well what they would have done is not the issue what they did is. If they had taken the money to pay my bill ok but they didn't they paid XXXX bill and again I did not put the money in the account the mistake did. I told it out and put it into another account but when they said they had to I vestagate what happened I put it back. They said I didn't have to do that but they understand why I did. Some one needs to give me my money bank all these bank errors should not gave me lose my money they need to be more careful when they are dealing with people's money this a bank and there job mistakes like this should not be happening and the customer should not suffer for it
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-08-16

Birch Island, ME

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-16

Coronado, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-08-16

N Haven, CT

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: I have a navy federal secured rewards card. I do love this business however i am having difficulty getting my account resolved the proper way. I fell on hard times and my credit card payments defaulted. I did make a payment towards my balance and i also called to have the {$500.00} that i payed for the card applied to my balance however they won't apply it for some reason which is not a problem if they give the money back instead of holding it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Elmwood Park, IL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-08-15

Patterson, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/2019 I made a XXXX transaction through my bank to purchase broadway tickets. I was communicating with the person and once I sent the funds I never heard from them again. I initially sent a {$1.00} and the {$140.00}. Navy Federal returned {$1.00} but not {$140.00} staying they could not track the transaction. XXXX states that since the transaction did not happen through them they could not do anything.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Jacksonville, NC

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-15

NJ

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: i went to Navy Federal Credit union XXXX XXXX branch, and with XXXX i applied for a VA refinance loan on or about XX/XX/19, was told someone from their mortgage company would contact me soon, i got an email from XXXX XXXX, mortgage processor, to start the process, he uploaded some documents, but he was not avail for me to ask questions, i stopped at the branch, XXXX got XXXX on her phone and i spoke with him, set up time for him to go over the forms with me, we did, but what he kept doing was sending me forms or loan estimates just before he left the office and i could not question him about them. Right away i sent him contact info for the XXXX county first home buyer program because they have the second lien on my home of {$9000.00}, also sent him contact info for XXXX, who qualified me financially to buy this house. XXXX told me from the start i could roll my funding fee, orgination fee, and closing costs into my loan, his boss, XXXX and XXXX told me as they saw things i was bringing {$60.00} to closing. Well things changed as we went along, all of a sudden i was told by XXXX that they would not roll my appraisal into the loan, because what if the appraisal came in low and i back out of the deal, they can't take that chance, so i had to pay it up front, also XXXX said i had to unlock my credit report with XXXX, so he called them, we were on a three way, and the man from XXXX, said i had to pay {$10.00} to unlock my credit report, i did not want to because i was not the reason it was frozen, it was because they was hacked, and that said for security purpose i should lock it but could unlock as i needed to. I gave this male my credit card info, and later learned he had charged me {$10.00}, i am trying to get my monies back. After i paid for the appraisal is when XXXX started saying my money to bring to closing was {$2700.00}, i was not happy, went from {$60.00} top {$2700.00}. and his explanation i did not believe. i called the Navy branch and spoke with someone there and told them i was not happy, and XXXX XXXX boss XXXX was no help, i was frustrated. so they had XXXX XXXX boss to contact me, XXXX, she said at first my closing costs was down to {$1100.00} might go lower, then i asked about the termite inspection, she said get it done, so i scheduled it. She started talking about subordinate papers had to be done and the title company will do that so NAVY federal is the first lien and XXXX County the second lien, and she was talking more to XXXX XXXX at XXXX county, XXXX for some reason quoted the amount of my account as {$71000.00}. not {$9000.00}, so XXXX then started telling me last week that she had to roll my second mortgage into my first mortgage because thats what the V.A. requried and so my monies to bring to closing is now {$4500.00} or more, i was upset i called the V.A to ask them and XXXX XXXX said they do not require that only thing is to have the subordinate paper drawed up, went back to XXXX, then she said regardless i will still have to bring that monies to the table, then she started telling untruths about my conversation with her, as if i was asking to have the second mortgage rolled in, then i asked her about me getting a line of credit to pay off {$4000.00} of the {$9000.00}, she said if you do that you can't tell me about it, i said well forget it. I am upfront with all i do. So she sent me a email that showed my first lien lot lower but my closing costs at {$4500.00} up to {$7500.00} if i went conventional. My question was why didn't XXXX, XXXX and XXXX, led me down this road to closing and just last week say i had to bring almost {$4500.00} or more to the table. i ask her if i had to drop out of the loan what happens to the monies i have put out she said she might could get me {$200.00} refund at the most. Earlier in this process again after i paid for the appraisal, is when XXXX told me my closing costs was about {$2700.00}. and i needed to show him where i had the money to bring to closing or my application process would sit until i could produce that info. Right after i started talking to XXXX, and she redid the figures and said my closing costs was more like {$1100.00} and maybe go lower, that evening XXXX once again sent me papers via the secure system right before he went home, i thought it was XXXX that did it so i sent her a email and told her i thought that was not ever good customer service, the next day she said it was XXXX not her. Then XXXX from XXXX County last saturday sent me a email about me having a third lien on my house, but didn't explain, and she left, so she didn't answer my questions. she had a ax to grind with me because she told me and XXXX, that her paperwork would take 6 to 8 weeks for completion and then the board of chosen freeholders might not approve it then. so of course she was not available to explain, so i forwarded that email to the board of chosen freeholders because XXXX one day said to me why are you in a rush XXXX said her part would take 6 to 8 weeks. i am retired i live on a fixed amount monthly a very strict budget, and i can say right now if either one of these people from Navy Federal had told me it would cost me {$4500.00} to bring to closing i would have never gone with this application. XXXX did say during one of our conversations that Navy Federal is not doing this refinance for free, but never said how much it would cost, because that was when he was saying i was bringing {$60.00} to closing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Moreno Valley, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-08-15

Colma, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Other problem
Complaint: In XX/XX/2019, I hired a gentleman whom was advertised on XXXX and XXXX as XXXX XXXX as a Debt Allocation Specialist. He had degrees from XXXX and XXXX XXXX and specialized in debt payments. Unbeknownst to myself and both my Navy Federal and XXXX checking and savings accounts, XXXX gained access to my home network server and gained an entrance to every single bank account and credit card that I possessed. XXXX, single handedly went into my Navy Federal Account and made cash advances on each of my credit card and maxed them out. I am currently liable form almost {$80000.00} in fraudulent and reversed charges because of them person. My complaint comes at Navy Federal Credit Unions lack of investigation. According to the NCUA guidelines, it is my understanding that the credit union would have performed a thorough investigation. However, this did not happen. Despite the fact that I called NFCU at least a dozen times to inform them of XXXX fraudulent an illegal scam, I was never allowed access to any security or investigator at all. This continued for almost three weeks. In the meantime, XXXX again gains access to my same Navy Federal account and makes fraudulent payments from an illegal XXXX XXXX XXXX checking account. An account that I had no idea even existed. Again, Navy Federal did nothing. The Union seemingly sat back and watch as XXXX conned and stole my money. So much so, that even a fellow Navy Federal member who received some of the stolen monies was never even questioned. I know this because I was told so by several of the employees of the union. I have very serious issues with not only the person of XXXX XXXX whos ads are still prominently displayed on several Social Media sites, but I have extreme issues with Navy Federal Credit Unions lack of response. To day, the union has not conducted one bit of investigations into my claims. However, according to their records, Im still liable for all of the almost {$80000.00} that was stolen. This is against all rules and regulations as set forth by your Association. Police reports and statements are included. Thanks for your time. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-15

Cheyenne Wells, CO

Threatened to contact someone or share information improperly

Debt collection: I do not know

Talked to a third-party about your debt
Complaint: I have a loan that I never physically signed an agreement for with Navy Federal and I've been informed that they have been in talks with my chain of command about this debt.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response