NAVY FEDERAL CREDIT UNION

2015-05-29

Rockwell, NC

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: On XXXX XXXX 2015 my XXXX Mitsubishi Truck was totaled loss andNavy Federal Credit Union financed it and I purchased GAP because theRep ex plainer that my truck if ever loss would be replaced at Bill of SalesValue. The wreck was n't my fault and they took 100 % Liabilty for the XXXX Mitsubishi. XXXX NFCU paid XXXX XXXX from XXXX XXXX and willReimbursed from the they 're insurance. XXXX the Claims Repfrom NFCU refused to pay me XXXX. XXXX deductible stating it was included in the XXXX. Despite GAP Claim on NFCU Website they pay up to XXXX & XXXX for replacementvehicle. XXXX also has filed a claim demanding the XXXXGAP Reimbursement from the driver at fault insurance company. They refused me another vehicle because of my lowcredit score- that 's not what they 're sales representativeexplained to me XXXX XXXX years ago when I Purchased GAP norWhat they 're NAVY FEDERAL CREDIT UNION WEBSITE STATES. I 've been without my truck for a month and they received XXXX plusXXXX.XXXX and I still have my rights violated by NFCU FRAUDULENT SALESPRACTICES AT TIME OF PURCHASE.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-29

Urbandale, IA

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 non-monetary relief

Disputed: Yes Timely Response

2015-05-28

Beaumont, TX

Making/receiving payments, sending money

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-05-28

CA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I asked Navy Federal Credit Union to re-imburse me months ago for a few transactions and they never did in these specific amounts. And I was not given a form to fill out. I had to call and file fraud. Now they are saying they could n't refund me the money. But now they say that they were supposed to add back $ XXXX to my credit card which now they have n't done. HELP!?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-27

Cucamonga, CA

Other

Credit card:

Complaint: I was an Authorized user on a Navy Federal Credit Union ( NFCU ) Credit Card the account went in default, I requested that all XXXX major credit bureaus remove this negative information from my account because NFCU refused to do so even after they acknowledged that I was only an Authorized user. XXXX and XXXX removed the negative information immediately. XXXX will not remove any negative information regarding NFCU I have tried twice with no luck please help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-27

Farmville, VA

Taking out the loan or lease

Consumer Loan: Vehicle loan

Company Response: Company believes the complaint is the result of a misunderstanding Closed with non-monetary relief

Disputed: No Timely Response

2015-05-26

Las Vegas, NV

Payoff process

Credit card:

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

Disputed: No Timely Response

2015-05-25

Belle Haven, VA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I HAD A CAR LOAN WITH NAVY FEDERAL CREDIT UNION. MY CAR WAS STOLEN FROM A CAR REPAIR SHOP THAT I HAD NEVER LEFT MY CAR WITH OR DONE ANY TYPE OF BUSINESS AT ALL WITH THEM. I GIVE THEM A COURT ORDER AND WARNING THEM NAVY FEDERAL CREDIT UNION NOT TO GIVE MY CAR TO XXXX XXXX.THAT I WAS TAKENING TO COURT .I GIVE ALL LEGAL DOCUMENTS SUPPORT THAT STATEMENT TO THE NAVY FEDERAL CREDIT UNION. NAVY FEEDERAL CREDIT UNION GIVE HIM THE TITLE TO MY CAR AND MY SOCIAL SECURITY NUMBER AND OTHER VERY IMPORTANT INFORMATION TO XXXX XXXX. WHO HAD STOLEN MY CAR.I WON MY CASE IN COURT XXXX XXXX WAS ORDER TO GIVE ME THE CAR BACK BUT IT WAS TO LET HE HAD SOLD IT. THE NAVY FEDERAL CREDIT UNION DID NOT PROTECT MY PERSONNAL INFORMATION OR MY LEGAL RIGHT TO OWNER SHI OF THE CAR. I WROTE SEVERAL LETTER TO THEM BUT THE REFUSED TO DO ANY THING ABOUT IT.THEY EVEN GIVE ME BAD CREDIT AND DO NOT WANT TO BE RESPONIBLE FOR THEIR WRONG ACTION.I WOULD LOVE TO SUE THEM BUT I DO NOT HAVE THE MONEY TO HIRE A LAWYER. I WOULD NOT LIKE FOR ANOTHER PERSON TO GO THROUGH THE SAME THINGS I DID.THE XXXX NEARLY KILLED ME TO KNOW THIS AND THEY GET AWAY WITH IT. CAN YOUR OFFICE HELP ME WITH THIS MATTER. THANK YOU FOR HELP AND SUPPORT. PRAYING FOR YOUR HELP. TRULY YOURS XXXX XXXX
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-05-22

Wrentham, MA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2015-05-22

Five Points, NC

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

2015-05-21

Irmo, SC

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-05-21

Washington, DC

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

2015-05-21

Cheverly, MD

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: I refinanced my car loan with navy fedral. I signed all the required docments that was sent to me. my car payment went from XXXX to about XXXX. I was XXXX the military. but then some how my payment went from XXXX to XXXX i did n't notice the change becuse i was XXXX. when i got back i noticed it and i asked why my payment went up. they told me i was surpose to add Navy fedral to my tile which i did. i was told they will change my payment back to what it was before and i would get my retro back pay the three years that i was XXXX. but it never happened.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-05-19

Cheverly, MD

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: i was approved for a line of credit with navey federal but for some reason it was revoced
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-19

Shulerville, SC

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: Applied for home equity line. Completed app over phone. Provided eLending site to verify app and download documents. Instructed by loan office to email PII information to him ( Social Security verification forms ) containing SSN, names, addresses, etc. Attempted to contact bank to inform them of unsafe practices. Could not find someone to take action. Redirected to others with no luck. They have not implemented processes that safeguard my personal information. I know of others who had issues with identity theft with this bank. Something needs to be done. We canceled the application due to very unsecure practices. They are international.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-05-18

Fort Collins, CO

Late fee

Credit card:

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

Disputed: No Timely Response

2015-05-18

Cheverly, MD

Managing the loan or lease

Consumer Loan: Installment loan

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

Disputed: No Timely Response

2015-05-18

Jacksonville, FL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX/XXXX/2015, at XXXX XXXX., I attempted to use an ATM owned by Navy Federal Credit Union ( located at XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) to make a deposit to my account at XXXX. ( This ATM accepts deposits for other institutions. ) I put in my ATM card, entered the PIN and selected cash deposit. I was then prompted to enter the cash ( {$130.00} ) and the ATM took the money. Suddenly, the machine " blinked out '' like a power surge occurred. The screen read " error - unable to complete transaction or return deposit - contact Navy Federal Credit Union. The atm then released my ATM card and I made another transaction to determine if my deposit had been credited to my account and was shocked to learn that it had not. I then contacted Navy Federal Credit Union, and was pushed off from one person to another for 45 minutes and could not be helped. Finally, I was told to contact XXXX. I contacted XXXX and was told that the ATM failure was Navy Federal Credit Union 's fault and that I was to contact them for a refund. I attempted to contact Navy Federal Credit Union 3 more times and was told that they could not do anything and that I was to contact XXXX. I contacted XXXX again and as informed that nothing was documented on their records and Navy Federal had my money. I then called Navy Federal again and spoke to a XXXX at Navy Federal Credit Union in XXXX. She was rude and belligerent. She had me do a conference call with XXXX and she was no help at all and there was no resolution. After 4 hours of this, I gave up and still do not have my money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-18

San Diego, CA

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: XXXX of my Navy Federal Credit Union credit card payments was past due and I was locked out of all account services online and on the app. I was only given a prompt to pay the bill. I paid the bill but was still locked out of all services because it takes several days to process credit card payments. I was unable to see my balance or perform any other actions. I then called Navy Federal and had to verify payment with them to unlock my account. I was only told that this was a normal part of the system. I understand why it happened, but the fact that it takes several days to process payment means that the system is impractical and potentially harmful as it is now.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-05-15

Los Alamitos, CA

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-05-14

DC

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: In late XXXX 2015, Navy Federal Credit Union ( NFCU ) flagged my account. I was told the reason this was done was because my original car loan had expired even though I still had a balance. ( NFCU ) proceeded to then tell me that it was a good thing that I called when I did because I only had 5 more days before I would be charged interest daily. I was then told I had XXXX of XXXX options, I could pay the full amount today or I could agree to pay the remaining balance over an agreed monthly plan, with virtually no interest. I was then told by collections that I would just be paying what I currently owe. I would just be agreeing to do a monthly payment term. In agreement with the terms, collections then said that my monthly payments would be {$59.00} for 71 months after the initial payment of {$59.00}. I immediately stated that I do n't need 72 months to pay off the balance. The representative then told me that my supervisor did this just in case to give me more flexibility financially. She then stated that I was welcome however to pay the loan completely off early if I desired to. I was then asked if I wanted the payment protection plan and I replied no. As I ended the call, I was told that my first payment would n't be until XXXX XXXX. Also, to sign my promissory notice and return it as soon as possible. So know, towards the end of XXXX when I received the promissory notice. I called ( NFCU ) again because the promissory notice contained the payment protection plan that I specifically said I did not want. They confirmed they had made a mistake and that it would be corrected. I then stated that I wanted something in writing that supported what we had agreed upon. I was told by the representative that they would be sending me a letter of addendum which would support the original agreement minus the protection from the original promissory notification. Furthermore, that because the protection plan was removed my monthly payment is now {$52.00} instead of {$59.00}. This would also be validated by the letter of addendum. On XXXX XXXX, 2015 I made my first payment of {$52.00} to Navy Federal Credit union. I also inquired about my addendum letter and I was informed that it was mailed on XXXX XXXX. It arrived around XXXX XXXX. Well on Monday XXXX XXXX, 2015 I received in the mail a new updated promissory note from ( NFCU ) changing my remaining balance from {$3700.00} to {$5700.00}. This prompted me to call once again to speak with collections the same day around XXXX that evening. Upon talking with the Supervisor on duty that evening, I was told that the reason I was sent the updated promissory note was because that was the right XXXX. He proceeded to tell me that the initial promissory not was invalid because the APR annual percentage rate of XXXX was wrong. They do n't give out those type of APR 's for this type of loan. I asked how is it that I received this rate if indeed I have it in writing. Furthermore, I have a letter of addendum that validates it. He said to me, we made an error and therefore we have to give you a new rate of 14.900 % equaling {$2000.00}. I called again on the XXXX of XXXX spoke with XXXX XXXX XXXX ID XXXX, who initially said I see what the problem is and then told me to hold on. When she came back to the phone said, " Oh you talked to a supervisor yesterday who told you we made a mistake so therefore we ca n't honor this agreement unless you accept another APR ''. The loan officer I spoke with on the XXXX prior to speaking with XXXX said that they are supposed to honor the initial agreement - end of story. I have constantly asked them to pull the tapes, in response they said that does n't matter - they would not honor it. They have already unlawfully change the information regarding my loan, as well as doctored the details of the original promissory note. I have not agreed to new terms - I expect you to abide by your written agreement.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-14

Burkburnett, TX

Billing statement

Credit card:

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

Disputed: No Timely Response

2015-05-13

Dacula, GA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-05-12

Centreville, VA

Application, originator, mortgage broker

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2015-05-12

MD

Incorrect information on credit report

Credit reporting:

Account status
Complaint: I have several Navy Federal Credit Union accounts that were investigate because my accounts should state paid as agreed. I never missed a payment with the creditor and my report is showing negative information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response