NAVY FEDERAL CREDIT UNION

2015-05-11

Rocky Ridge, MD

Communication tactics

Debt collection: Credit card

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

Disputed: No Timely Response

2015-05-11

Los Angeles, CA

Billing statement

Credit card:

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

Disputed: No Timely Response

2015-05-11

Washington, DC

Customer service / Customer relations

Credit card:

Complaint: I am a member of the Navy Federal Credit Union and I am a very unhappy customer. I opened up an account in 2013 and received checks to transfer my credit card balances over to my Navy Federal Credit card. I then received an email stating that I could transfer my credit card balances to this credit card at a 0 % interest rate. I thought this would be a great idea so I called and asked how to use the checks the representative stated she could take my credit cards and balances over the phone. I specifically ask her if the 0 % interest balance transfer offer was still in effect. This representative told me yes so I proceeded to continue giving her my XXXX credit card balances. I did not check my Navy Federal account until several months later and noticed that the credit cards I transferred over were receiving a 12.99 % interest and not the 0 % interest rate. I immediately contact Navy Federal maybe 6 to 7 months later to hear several excuses why my credit cards were not in the 0 % interest program. Since then I have contacted the Navy Federal credit card department on numerous occasions trying to reach some time of resolution to this matter. I have received XXXX different reasons why I did not receive the 0 % interest rate. The first excuse was that the promotion was not going on when I transferred my credit cards, the second one was I missed the promotion by a month. The third reason I received was that promotion was for customers that did not have a credit card with Navy Federal so I talked with a supervisor by the name of XXXX and she stated she would look into this matter and maybe XXXX could be taken off of my account which will show interest paid for one year. I never heard back from her so I have been hostile every since. What type of manager would tell a consumer in distress something like this and never follow up with them. I then contacted the message email and the fourth reason/excuse I received was that this promotion never existed. The last reason on XX/XX/XXXX was that there was no information to and it feels like I have been going around in a whirlpool. I do not see why I am being penalized for the huge mistake the representative made that took my credit cards and transferred them to this account. How could someone working for Navy Federal credit union be untrained or informed enough to tell me that I was not eligible for the transfer of my credit cards at 0 % interest or was this a trap hoping that I would not investigate more which I did not. I assumed I was out of the clear and I only had XXXX credit card to worry about. Instead I have put into a trap with XXXX different interest rates XXXX for purchases, XXXX for transfers of cards and then another for cash advances. I was truly informed by the representative that transferred my credit cards over, that the 0 % interest promotion was still going on. I am sure you can check your phone records from two years ago to determine this conversation took place. Instead of offering a resolution to this matter, I have received numerous excuses why I did not receive this 0 % interest and I am sorry you should have check a long time ago, really that 's really not comforting or professional. It seems like this credit union does not care for their customers. Once they trap the consumer they just keep them attached to XXXX account until they drain them dry. I have never experienced this type of attitude and horrible customer service treatment from any credit company ever before, so I am truly appalled and regret joining the Navy Federal credit union. My main concern is to try to pay this card off for the charges I put on their but not for the mistake made by the credit union. I have been talking with a bunch of rude people and its just unfair, Any resolution to relieve me of feeling like a spider in a web just trapped for life would be greatly appreciated.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2015-05-11

Shalimar, FL

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: have just been treated very poorly by XXXX different members of the navy federal team, XXXX in the loan payment dept an intake person and a supervisor, and a third person XXXX in their customer service dept ( which is a joke ) ..i refused to verify my business email ( which i do not use for my personal banking ) ... the first girl refused to take my payment, which she could have verified by many other means, i have had this car note for over 10 years and i used to be an employee of navy federal ... the supervisor refused to take the payment as she doubted my ownership of the business account at another bank ( gee wonder why i do my biz banking elsewhere? ... could it be lack of service and customer care from navy federal? ) ... .i am the president of my corporation and see this as a real insult ... so here i am at XXXX on a monday morning trying to get my bills paid so i dont cut into my " sales time '' with my customers and i am dealing with XXXX " too uptight '' employees that are refusing to take a " payment '' on a car note ... .what kind of institution is this ... perhaps you are so used to bullying the young military personnel and their spouses that you routinely deal with ... that you have forgotten your customer service goals ... i am extremely disappointed in the level or nonexistant service that i have received this morning ... you have wasted an hour of my valuable time ... and i am having to mail a payment in snail mail ... due to your poorly trained personnel ... am forwarding a copy of this to your ceo ... .i am embarrassed that i formerly recommended this institution ( navy federal ) to other family members..i will address this issue quickly and post this on XXXX so others can be aware of your treatment of your " members '' ... .which apparently you dont care too much about retaining ... XXXX XXXX, Pres/ceo XXXX, XXXX florida .... their employees were combatitive, insisted i was receiving email confirmations of payment ( when i am in fact receiving confirmations via postal service ... which is my preference ) ... the employees exhibited no good faith customer service effort to collect the payment on behalf of the lending institution and to help avoid the consumer going into a late payment status ... .by refusing to accept the payment from me on a timely basis. argued with me over how past payments had been made argued with me over whether or not my name appeared on these outside banking accounts a very poorly run credit union where membership means nothing
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-11

Moreno Valley, CA

Credit decision / Underwriting

Mortgage: VA mortgage

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

Disputed: No Timely Response

2015-05-07

Temperanceville, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Contacted Navy Federal Credit Union on Saturday, XXXX XXXX, 2015 to set up my mortgage payment for XXXX. Received rude, unprofessional and unethical treatment from a Mortgage Collection 's Rep by the name of XXXX. I placed a call to them to set up my payment - half of it was to be scheduled on XXXX XXXX and the remaining portion on XXXX XXXX. Was advised, in a rude and unprofessional manner, by XXXX that I could not set up my payment. I asked if she was trying to force me in default and then she placed me on an excessive hold while she went to discuss my arrangements with a supervisor. When she came back to the phone she said she could set up the payment as I requested and I asked to speak with the Supervisor that she consulted with regarding my situation. She refused to transfer the call, saying he was in a meeting. Ultimately, I was able to schedule my payment but I should n't have to put up with this type of treatment. I should add that I have never made a payment more than 30 days late on the mortgage that has been with Navy Federal for many years now. If additional information is needed, please contact me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-05

Burkburnett, TX

Advertising and marketing

Credit card:

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

Disputed: No Timely Response

2015-05-05

Hudson, NC

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I have a vehicle loan through Navy Federal Credit Union. My vehicle has had some mechanical issues that would cost thousands of dollars to repair. I reached out to Navy Federal to see if they would be able to defer a couple months payments due to these issues. I was only going to be given 1 month, not enough time to pay for the repairs. I reached out to them to see if they would be able to loan the money out for the repair and add to the balance of my loan and was denied. I attempted to trade the vehicle, with no luck due to negative equity. I made the hard decision to turn in my vehicle as a voluntary repossession. I talked to a representative in the voluntary repossession department who was extremely rude and demeaning. The agent suggested that I try to sell the vehicle to get rid of it as they wanted their money and that they did not want a truck that was not working, it had no value to them. The agent suggested that I try to sell it to a dealership or private party. Per North Carolina law, I can not sell a vehicle to a private party if I do not have the title to. I let the agent know that I have tried to trade the vehicle and no one will take it. I let the agent know that I know what I am getting myself into as far as a voluntary repo. I advised the agent that I have reached out to them before for help to avoid this, but got know where. The agent stated that the reason was probably due to bad credit and that if they pulled my credit report that they would see that I am passed due on other things. I told the agent that I did n't give them consent to run my credit right now and that I do have some credit issues due to a divorce, however that was none of their concern. The agent then pulled up my credit card account which is through them as well and was current, the next payment would be due in a week. The agent asked me what I intended about the credit card. I advised them that payment was not due for another couple days and that has nothing to do with what we were talking about now. The agent started to raise their voice and tell me that I need to try to sell it before doing a repo. I told the agent again that I do n't want the vehicle, that I am wanting to turn it in. The agent kept repeating that I do n't know what I am getting myself into, that they will continue to pursue me legally. I told the agent that I know what I am doing as far as the voluntary repossession and that I intend to pay the deficiency balance. I advised that my fianc works in this field and we have talked at length in regards to this. The agent then asked they will let you do this? I advised that this was my decision and wanted to turn it in. The agent continued to raise their voice and said well if you have made your decision and can not be talked out of it, you will be receiving some mail from Navy Federal and to have a wonderful blessed day. The agent did not confirm the address that the vehicle was at since the mailing address is different. I got off the phone feeling completely worthless. This decision was already tough and to have the tables completely turned around to make me look like a bad person is terrible. I am making this decision because there is no other choice.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with explanation

Disputed: No Timely Response

2015-05-04

Gilbert, AZ

Fraud or scam

Money transfers: Domestic (US) money transfer

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

Disputed: No Timely Response

2015-05-04

Saint Charles, MD

Closing/Cancelling account

Credit card:

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

Disputed: Yes Timely Response

2015-05-03

San Diego, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I attempted to open a checking and savings account at Navy Federal Credit Union on XXXX/XXXX/15. I had been a member before ; the new accounts person was able to see my prior member ID/access ID. However, when trying to open the checking and savings account, she was unable to. She said it was with their back office and suggested I wait until the back office was able to resolve which would take an additional day. I asked if she could take my deposit. She said she could not until the account was opened. I explained I did not wish to return to the bank to deposit funds once the account was opened, so she suggested I give my deposit to my fianc who was already their established customer. Once the account was opened, she said my fianc could transfer the money from his account into my new accounts.p over the telephone. The next evening she left a message stating the back office was still trying to open my accounts and that she would call me two days later to follow up since she was going to be out the office until XXXX/XXXX/15. My account was finally opened XXXX/XXXX/15 and my fiance transferred my money into my accounts on the same day. While reading about additional NFCU services available, I learned I could obtain a secure loan using money in my savings account as collateral for a much lower interest rate than my credit cards. I applied for such a loan ( share secure ) on XXXX/XXXX/15. I opted to pick up the check at the XXXX XXXX branch the next day. The next day I was not able to come to the branch so I called the loan center asking if they could deposit the check into my NFCU checking account. They talked to the XXXX XXXX branch and were instructed to send the request in writing to their office. They said they would deposit the proceeds that day or the next. The loan center representative relayed this to me and also asked for a good contact number so the branch could contact me if necessary. The next day, I noticed the monies had not been deposited so I called NFCU. After being on the phone for nearly an hour the customer service representative explained I would need to go into the branch. He explained XXXX at the branch said their policy had changed ; they could no longer deposit into my account, I would need to go to the office. That was a problem since I was not near the office and would n't make it to the branch before it closed. I asked to speak to the branch, I was transferred to XXXX. She told me nothing could be done, that I had to go to the branch. After I explained what happened, XXXX put me on hold to talk to the manager. When she returned she said they would deposit my loan proceeds and she would mail the loan agreement to me to obtain my signature. She further asked that I return the signed documents back right away. I agreed, she said it would take 20 minutes for her to deposit my proceeds to my checking account. I thanked her, I had outstanding checks and would not be able to go to the branch. When I checked my account 20 minutes later, I learned all my accounts were frozen. The customer service person I talked to said the branch was closed. When I reached home, my fiance said XXXX at the branch called him asking about transfers he had made to my account. He confirmed the transfers were legitimate and explained he transferred the money to open my accounts. XXXX thanked him and hung up, yet she did not unfreeze my accounts, nor did she deposit my loan proceeds to my checking account. We called the suspicious activity department and was able to speak to XXXX in the branch, but she would not remove the freeze on my accounts and said she would not be able to do anything for me until Monday. She said she did not have resources to look into the matter although she was the person who froze my accounts. I do not have access to my money as I write this complaint. This is clearly wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-05-01

Hialeah, FL

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 non-monetary relief

Disputed: No Timely Response

2015-04-30

Marlboro, MD

Communication tactics

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

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

Disputed: No Timely Response

2015-04-30

Camp Pendleton, CA

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

2015-04-28

CO

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Navy Federal Credit Union locks me out of my account whenever my car loan is late. I am completely locked out. This is a problem for a number of reasons. I can not follow my balance, I ca n't remotely deposit pay checks, this practice seems absolutely absurd. Everytime it happens I have to call and talk to someone, wasting everyone 's time to unlock my bank account. Blocking my bank account t seems unethical, if not illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-26

FL

Billing disputes

Credit card:

Complaint: On or around XXXX 2015, I received a telephone call from Navy Federal Credit Union Fraud Department. They indicated several transactions from XXXX, and a bunch of other retailers making many charges to my account. I notified them this was not me, and to send to the investigations department. I outlined all the transactions from both cards ( My visa debit, and XXXX XXXX ) and attached to their online e-messaging system. They replied they received them, and the credits would appear within 3 business days. The facts are-Navy Federal did NOT close my accounts. They remained open, and allowed hundreds more dollars to be charged to the account. Once I contacted them to close the account -- there were STILL more charges being allowed onto the accounts, even AFTER they were notified as fraud. I sent over my police report, and FTC fraud affidavit, and she stated I was to blame, and she was freezing my account so I can not use it. This is direct retaliation and discrimination against me, for exercising my rights of the fair credit billing act, and probably many other consumer protection laws, simply because they failed to do their job. For 3 months, they continue to report a completely false balance to the credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-25

Patterson, MD

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: About two years ago, I attempted to move from my small townhouse with my XXXX children. The mortgage lender asked how was my credit. Since I knew I had no negative information on my report so I replied great. My mortgage lender pulled a copy of my credit report. As we reviewed the reports I was in total shock. Navy Federal Credit Union LLC was reporting a completely false debt which was causing a denial of the loan. We 've been struggling for the past 3 years to improve life for our family and give our kids a stable home just to give it all. I knew the account was not mine so I wrote my first dispute to Navy Federal Credit Union 120 days ago stating that I may be an identity theft victim and as a result I wanted to see legal verification that this debt was approved or accepted by me. My first request was completely ignored so 90 days ago, I wrote another request and I even attempted to get a police report. Turns out you can not get a report if the incident occurred more than 12 months ago but I still tried. Then, approximately 45 days later I received a letter from them stating that they find the account to be accurate. How is this possible, they had not provided legal proof or proof of identity? I re-stated that the account was not mine and added in that this was my 3rd attempt and that they had still not provided proof per FCRA & FDCPA requirements in the event of identity theft they again stating that they were reporting accurate information and that they do not need to supply the requested information only that they have my name and address correct. How is this possible that someone can just say they have your name and address correct and you owe them a debt without no contract or legal proof whatsoever. How do they even know they have the right person???
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-04-24

Beaver Creek, OH

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: Yes Timely Response

2015-04-22

Enon, VA

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers Closed with non-monetary relief

Disputed: No Timely Response

2015-04-22

Phoenix, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: This morning I called my credit union, Navy Federal Credit Union, in an immediate response to a letter I received which stated incorrect charges and due dates. When the agent responsible for my account, XXXX, told me that the letter was correct according to his records, I told him that I would look into the matter with my connection with the XXXX. Following my research I learned that I was correct, there was no lack of payment for the last two months, and, once again, my credit union was in error. I then called the credit union back to correct the problem and was told that I could not make changes to correct the problem via the phone. I then asked to have a copy of my statement with a payment history sent to me and was told that it could be faxed to me. I told the customer service department that I did not have a fax number handy and would have to accept a postal copy. I later called again to give a fax number and was transferred to the original agent, XXXX, who rudely told me that he would not give me a copy of my statement or payment history because of the finalized bankruptcy associated with the account, even though the loan was reaffirmed. I insisted that I was entitled to my statements and payment history for the last six months in order to correct the error in their records and he still declined to honor my request. XXXX also told me that he stopped the processing of the postal request that the customer service department was preparing.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-21

Camp Springs, MD

Taking out 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

2015-04-21

Alexandria, VA

False statements or representation

Debt collection: Auto

Attempted to collect wrong amount
Complaint: XXXX XXXX, I filled out paperwork for the XXXX XXXX XXXX claims insurance which covers my auto and visa payment and I discussed payment arrangements with NFCU and made payments on XXXX XXXX, XXXX, XXXX XXXX XXXX & XXXX XXXX XXXX while my account was placed in a XXXX ( NFCU Vehicle Payment Protection Plan ) status. Although, all the correct paperwork was filed my account was placed in the NFCU Collection Department and giving a " Delinquent Status '' & every other day I was called about making a payment while also receiving XXXX dollar checking overdraft fee & on XXXX XXXX XXXX the NFCU Collection Department took it upon themselves to raid all my NFCU accounts including my spouse 's withdrawing at least {$550.00} and applied it to the auto loan. My NFCU Vehicle Payment Protection Plan claim with XXXX XXXX XXXX was approved during this period and a payment of {$820.00} was made to NFCU on XXXX XXXX, XXXX canceling payments that I had made from the period of XXXX XXXX XXXX XXXX while determining if any additional payments were to be cancelled for XXXX. On XXXX XXXX, XXXX NFCU collection department took out {$830.00} from my account interfering with my efforts to pay my other bills. These unauthorized withdrawals by NFCU, late charge fees and harassing phone calls keep happening that my spouse closed all her accounts with NFCU and I closed my checking account but I was informed this month ( XXXX XXXX XXXX ) by NFCU collection department that they were still trying to collect from that closed account and that I owed almost {$300.00} in late fees from a " closed '' checking account. They also wanted me to reopen a checking account and have a direct deposit placed in the account instead of me making my NFCU auto and visa payment through another bank. I have asked to have my auto payment moved to another day in the month but was told that NFCU can not change or reduce auto payments.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-20

Auburn, AL

Problems caused by my funds being low

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

2015-04-20

Murrieta, CA

Managing the loan or lease

Consumer Loan: Vehicle loan

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

Disputed: No Timely Response

2015-04-20

Bedford, TX

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