NAVY FEDERAL CREDIT UNION

2015-04-20

Stafford, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Navy Federal Credit Union is withholding access to information about my checking accout, apparently in retaliation for refinancing my Navy Federal mortgage with a different bank.
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2015-04-19

Arco, CA

Billing disputes

Credit card:

Complaint: Navy Federal Credit Union has blocked all access to my account but continues to send me email notifications that my credit card statement is viewable online. However, they have disabled my online access and I have not received a paper bill in the mail in two months. This is a direct violation of the fair credit reporting act which requires creditors to provide statements to customers monthly. Furthermore, Navy Federal Credit Union is trying to place fraudulent charges back on my credit card for transactions that were not authorized by me and XXXX credit cards had fraud on them from being lost. Navy Federal has not been compliant with resolving my concern and advised that I retain an attorney. However, they can not provide me with sufficient evidence to support their claim for trying to rebill my credit card. Furthermore, since they failed to mail statements accordingly I was under the impression that I had sufficient funds in my checking account to make my minimum monthly payments but I did n't and was several days late making the payment. How am I to view my credit card statement online when my online access is frozen?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-18

San Antonio, TX

Credit card protection / Debt protection

Credit card:

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

Disputed: No Timely Response

2015-04-17

Philadelphia, PA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: In XXXX XXXX, I purchased my first vehicle after graduating college in XXXX XXXX with a XXXX. It was a XXXX XXXX XXXX XXXX Ford Fusion that I had custom ordered. Originally I financed the vehicle through XXXX XXXX XXXX XXXX. Later I discovered an opportunity to not only save with a lower interest rate, but to also move my auto loan to a credit union I recently joined ( XXXX XXXX ) and had very high expectations for. In XXXX XXXX, I refinanced my new vehicle with the Navy Federal Credit Union. Unfortunately, five months later the car was struck by someone having a XXXX on the highway after I left work and was totaled. The day after the accident, after I filed a claim with my insurance, I called NFCU to inform them that the vehicle was totaled. The NFCU rep continuously asked about GAP Insurance during the called and stated that I would be responsible for any balance the insurance did not cover if I did n't have GAP insurance. I was flabbergasted. Firstly, I did n't know what GAP insurance was. Secondly, I did n't have GAP insurance. Thirdly, I was baffled that a financial institution could legally force a consumer to make payments on a vehicle that was totaled after already receiving the cash value of the vehicle from the insurance, even if the accident was at no fault of the consumer. I made every payment on time, often paying early and much more than the minimum payment. So I could n't comprehend still owing a balance on the loan after the insurance paid for the vehicle. After negotiating a settlement about with my insurance for months and keeping the loan in good standing during the process, XXXX was ready to make payment. However, NFCU was not in a position to receive payment as NFCU did not add themselves as a lien holder on the title after they received it nor did NFCU notify me of this situation. NFCU representative continuously made excuses for the cause of the title not being handled properly then later threaten to send the account to collections after I refused to make additional payment on the loan once XXXX was ready to make payment. NFCU did not follow their own SOP and failed to notify me that action was needed once they received the title. This failure from NFCU to follow procedure caused a delay in payment from XXXX. Since NFCU was the cause of the delay of payment the account should have been considered in good standing until NFCU corrected their error. Subsequently, after a month the situation was rectified and XXXX made payment to NFCU. The remaining balance on the loan was {$2800.00} with repayment term of 1.99 % for 67 months. I was still dejected about paying for a vehicle that was totaled in a no-fault accident, but I accepted the situation and was willing to continue making payments for the remainder of the loan. I expected to make a reasonable monthly payment through the life of the loan. However I was again astonished by NFCU 's attempt to change the term of the loan and force an early payoff. NFCU is demanding a monthly payment of {$480.00} or that I take out a personal loan at around 10 % APR to pay off the loan ASAP. In summary, my XXXX complaints with NFCU are as follows : 1. NFCU did not provide sufficient information about the risk involved to make an informed decision about GAP insurance. GAP insurance was offered one time during the application process, along with other add-ons, and not offered again after approval. 2. NFCU refused to admit fault in delaying settlement payment by not properly following procedure to have NFCU added as a lien holder on the title. 3. NFCU is attempting to change the terms of the consumer loan, by demanding a much higher than minimum payment and ultimately demanding an early payoff. Overall, I joined the NFCU to be a member of a credit union that behaved differently from the big banks but have been sadly disappointed by the behavior and actions of NFCU
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-17

Milton, FL

Other

Credit card:

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

Disputed: No Timely Response

2015-04-17

NV

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX, XXXX TO : Navy Federal Credit Union/ XXXX XXXXPresident XXXX XXXX FROM : XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX XXXX Nevada XXXX RE : Home Loan This letter will serve as my notice of displeasure with the treatment and handling of my loan package in XXXX XXXX. I requested to be processed for a XXXX XXXX guaranteed loan. This loan is guaranteed to all veterans who have served and received XXXX. I met all of the guidelines to be granted a XXXX loan according to an Employee from the XXXX loan production department. The employee 's name is XXXX XXXX XXXX, phone number XXXX, ext. # XXXX. During our conversation, XXXX XXXX informed me that they did not deny me the loan and that it was Navy federal Credit Union that did not want to underwrite this loan as a XXXX loan. Further investigation of this matter with the Internal Revenue Service concerning my wife 's debt owed to them should not and legally they do not have any standing or interest to go after said name property purchased through Navy Federal Credit Union. The IRS employee 's name is XXXX XXXX ; phone number is XXXX - XXXX, there is no lien in the state of Nevada, XXXX XXXX recorded against my wife XXXX XXXX XXXX. Since the deed is recorded with XXXX XXXX clearly showing that she signed off of any interest in the property it is not an issue for the IRS. During the processing of this loan your loan officer and including you XXXX XXXX explained to me that you needed to order a credit report on my wife because it is required in a community property state and also require by VA guidelines. You and your processors clearly stated to me that her credit was not being used for qualifications purposes but merely to meet lending policy requirements. However, after speaking with you on XXXX XXXX, XXXX, you stated to me that my wife had a foreclosure with Navy Federal Credit Union in the conversation with me about why I did not get a XXXX loan. I find this statement to be prejudicial to me as a veteran and a member who did not at the time of my wife 's dealings with Navy Federal Credit Union had any obligation to Navy Federal Credit to satisfy her obligations. We were not married at the time of any debts owed to Navy Federal Credit Union. It is an established fact after speaking to all parties that Navy Federal Credit Union could have underwrote a XXXX loan for me the XXXX applicant. For you XXXX XXXX, to even bring up in our conversation the fact that my wife had a foreclosure with Navy Federal Credit suggests that you and Navy Federal Credit Union gave me a loan other than a VA loan in a roundabout way of recouping money lost by my wife 's debt to Navy Federal Credit Union. Further, I am claiming violations under the Fair Housing Act. I will not enumerate here of all of them, however I am a disable veteran who happens to have a wife that defaulted on a loan to Navy Federal Credit Union. The law clearly states that if you considered any of her actions against me during this process, then this would be considered a discriminatory practice and a violation of this act. Due diligence is in question here regarding your understanding of the leniency of the funding requirements for a XXXX loan. Did Navy Federal do all it could to make sure that I the veteran was being service competently, that is the question that still is unclear. Based on my investigation of all parties concerned, I would have to say no. The other question that I have is what is Navy Federal Credit Union policies internally regarding helping veterans get approved for a XXXX loa
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-16

San Diego, 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

2015-04-15

Vab, VA

Communication tactics

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

Frequent or repeated calls
Company Response: Company believes the complaint is the result of a misunderstanding Closed with explanation

Disputed: No Timely Response

2015-04-15

Liverpool, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I Lost My Wallet XXXX XXXX, and On XXXX XXXX Someone Deposited a {$5000.00} Dollar Check in My Account Taking The {$5000.00} and My Money along With It Out Of My Checking {$800.00} and XXXX From My Saving and Payroll Check {$210.00} and I Called to Let Them Know! Done Everything Thing They asked Me To Do And Still Have n't Gotten My Funds Back! I Reported It All! I Really Thought My Funds Was Secured Have Been Banking With Navy Federal For Years! Just Moved To Texas Where There is No Navy Federal and Something Just Do n't Seem Right About This! Thank U
Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-04-15

Murray, UT

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: A financial institution which requires military affiliation to join was notified of fraudulent misrepresentation regarding a member who has never had a military affiliation and became a member by opening an account while living in another state due to the state presently living in affords no opportunity for the person to obtain any type of checking account. It is apparent that this financial institution does not properly conduct its due diligence for verification purposes to allow a person who has already been convicted of illegal account activity by kiting over several years time. The securities department was contacted after numerous discussions with law enforcement, district attorneys and investigators and following their advice contacted victims of fraud which include this financial institution. Realizing this is the internet era where much is done online absent walking into a financial institution and giving the drivers license to a banker to open an account only to find out dozens of banks had reported NSF, Kiting, overdrafts, etc. Treated badly by a securities young lady at this financial institution who had no care whatsover that fraud exists. As a military dependent most of my early years and later on as a military dependent of a spouse, I find the conduct by this institution 's security/fraud division so egregious that it shocks the conscience.
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Disputed: Yes Timely Response

2015-04-14

Chesapeake, VA

Account opening, closing, or management

Bank account or service: Savings account

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

Disputed: Yes Timely Response

2015-04-13

AL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Two years ago I was going through very rough times following my XXXX. I informed Navy federal during a conference with a financial councillor that I was pending a VA XXXX claim. Magically without my signature or verbal go ahead they removed my XXXX insurance from my Credit Card. Secondly they have repeatedly called my father whenever my account is past due even though my father informed them to remove him off his list and stop calling him. Somehow they are still continuing to call him. I have many complaints regarding this credit union but have decided only to submit these XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-13

Somers Point, NJ

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-04-12

Arcola, VA

Identity theft / Fraud / Embezzlement

Credit card:

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

Disputed: No Timely Response

2015-04-10

N N, VA

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

2015-04-10

San Jacinto, CA

Problems when you are unable to pay

Consumer Loan: Installment loan

Complaint: A few years ago I had loss my job and I was unable to pay my loan. Navy Federal allowed me to defer XXXX payments, but did not disclose that by deferring the payment changed the terms of the loan making it a balloon payment at the end. I also did not get any disclosures about the per diem charges on late payments on top of the late fee. This is predatory lending by them failing to disclose the information in a timely matter ( before I decided to get the loan with them or defer the payment )
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-10

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

2015-04-09

Cheverly, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

2015-04-09

Katonah, NY

Transaction issue

Credit card:

Complaint: The Navy Federal Credit Union removed funds from my children 's savings accounts to pay a late credit card bill. This happened once before, several years ago. At that time I contacted NFCU and they told me that the accounts were joint accounts and to prevent this from happening again I needed to convert them to custodial accounts. They sent me the paperwork, I filled it out, sent it in and thought the problem was resolved. However, they did it again. We were late with our XXXX bill and they took the payment from my children 's accounts. I thought this was illegal. I feel taking my children 's money without their permission to settle my debt is a form of theft.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-08

Goose Creek, 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

2015-04-08

Hampton, VA

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I called Navy FCU to get a quote on interest rates for a 30 year fixed VA loan. They told me they could only give me their published rate off their website 3.125 % with XXXX point and XXXX origination. I told them I would like to look a less expensive option. They told me unless I was a member they would not give me rates They told me to go to XXXX and buy a XXXX day membership then they would talk to me. As a Veteran and a borrower I should not have to buy a membership to get a quote. I had already told them I was eligible for membership but did not want to open an account till I knew if I wanted them to do my loan. XXXX was very XXXX and by his tone was clearly telling me " O WELL '' I had called the week before and had gotten the Quotes I had requested. Needless to say I was very irritated.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-07

AZ

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I had filed a fraud alert with the bank over 3 weeks ago have called everyday to speak to XXXX in fraud and secerity but have only reached voice mail left 15 messages no return call had bank email him they said they did n't know where he was???
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-05

Arco, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Navy Federal Credit Union blocked access to my checking, savings, IRA and credit card accounts. I 've called for the past four weeks and I 've been informed that only one person can explain what is going on. I 've left numerous voicemails for XXXX in their Security Department and he has not returned my calls and no one can provide me with answers on why I am not able to access my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-04-05

OK

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Navy Federal Credit Union, explained that they would not adhere to the XXXX, and my request to dispute certain items, due to perceived fraudulent transactions. In my official XXXX letter mailed to Navy Address in XXXX, Virginia I requested all statements, and ancillary information. I was informed by the Navy CSR that if I did n't imminently make payment I would be reported to the CRA as late. This is a clear and cut violation of the Fair Credit Billing Act, and its provisions that the CCPA codified XXXX which requires CREDITORS : " In addition to creating a mechanism for dealing with billing errors, the FCBA contains additional regulations, including the following : Billing statements must be sent at least fourteen days before the payment is due for open end credit accounts that have a grace period prior to adding finance charges. If banks report payments as delinquent to credit bureaus they must also report a charge is disputed. Credit card companies may not prohibit merchants from offering discounts to people who pay with cash or check. Banks may generally not use money in checking or savings accounts to pay a delinquent credit account with the same bank. The XXXX XXXX gives a consumer the right to sue or assert defenses against the credit company ( instead of the actual merchant ) in a dispute about the quality of goods or services received, to the dollar extent of the amount of the charge ( s ) involved. ( The dollar amount of the charge must exceed {$50.00}, and the purchase must have been made in the consumer 's home state or within XXXX miles of their address ( unless the creditor is affiliated with the merchant, in which case these restrictions do not apply ). The consumer must also make a good faith attempt to resolve the dispute prior to invoking this right. ) Especially now is all the more prudent to support openness and not be punished in light of XXXX which stated purpose that created the CFPB is " To promote the financial stability of the United States by improving accountability and transparency in the financial system, to end " too big to fail '', to protect the American taxpayer by ending bailouts, to protect consumers from abusive financial services practices, and for other purposes. '' Id say the mere treating of reporting me as delinquent when I challenged a statement is not only counter to XXXX its counter to the mission and work of the CFPB. I am disappointed in NAVY
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-03

Plattekill, NY

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