NAVY FEDERAL CREDIT UNION

2015-04-03

Liverpool, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: Beginning XXXX XXXX, 2015 I began reporting this charge on my account : Pending-POS Debit - XXXX Check Card XXXX XXXX XXXX XXXX - {$9.00}. Each time I followed the instructions of Navy Federal Credit Union ( NFCU ) representatives ; which was to submit a report of a fraudulent charge and cancel my debit card. Since my initial complaint, I have cancelled XXXX ( XXXX ) debit cards and yet this charge continues to appear on my account monthly. Moreover, there has been no resolution presented by NFCU other than to continue to cancel debit card after debit card and since this is a recurring problem cancelling my debit card has brought no resolution. Matter of fact, the number of cards I 've cancelled and have had reissued has caused a hardship for me with other ( authorized ) creditors. I have asked over and over for a way to block this charge from being charged to my account, to no avail. The latest representative recommended that I contact the vendor, who is unknown to me and I explained as much to the representative but it fell on deaf ears. I am frustrated and out of options of how to end this recurring unauthorized charge from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-02

Closing/Cancelling account

Credit card:

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

Disputed: No Timely Response

2015-04-02

Montclair, VA

Account opening, closing, or management

Bank account or service: Other bank product/service

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

Disputed: No Timely Response

2015-04-01

Baltimore, MD

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt resulted from identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-04-01

San Diego, CA

Deposits and withdrawals

Bank account or service: Cashing a check without an account

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

Disputed: No Timely Response

2015-04-01

Marlboro, MD

Loan modification,collection,foreclosure

Mortgage: Other mortgage

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

Disputed: No Timely Response

2015-03-31

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

2015-03-30

Bel Alton, MD

Application, originator, mortgage broker

Mortgage: VA mortgage

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

Disputed: Yes Timely Response

2015-03-30

Shulerville, SC

Billing disputes

Credit card:

Complaint: I tried to refinance my truck through XXXX to get lower payments. They denied me because they said I have a delinquent account with Navy Federal Credit Union. I have a credit card with Navy Federal Credit Union I have been trying to pay off, and always make my payments WITHIN 30 days of the due date. Usually my payments are made within 10 days because of the date my military pay check comes in versus the date they have for my payment to be due. I always make my payment on the XXXX of the month and the due date is on the XXXX of the following month ( ie : due date is XXXX XXXX, I make payment on XXXX XXXX when the military pays me. ) The reason I took out the credit card was because last year I hit financial hardship and had to pay for my moms bills because she was in a XXXX and out of work, as well as had to pay for a surgery for my dog who was in an accident as well. I 've spent the past year playing catchup and finally have caught up bht I always made my payments on the credit card within 30 days so it would n't be considered delinquent. However, somehow Navy Federal Credit Union made the account delinquent and reported it, so now it is having a negative impact on my credit that I worked hard to obtain and build. I can not refinance my truck to make my payments lower to save more money because of a report that was made before the 30 day period. I would like to find out why this was put on my credit report and see if I can get it taken off because it is negatively impacting my credit. I have a car payment, a mortgage both of which are always payed on time to the day, as well as have a small loan with another compan that is payed on to the day. No other bills are late either. The only account there is an issue with is the navy federal account that reported delinquent without thirty days and whom charge me double interest rates that make it hard to make any headway on the card. I am XXXX military and am coming on my XXXX year in. Refinancing a truck I make payments on on time should n't be an issue but it is because Navy Federal Credit Union is holding my account delinquent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-03-29

CT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/2010, years after having XXXX, my XXXX again, forcing me out of work. Seeing a potential problem on the horizon, I contacted my lender, XXXX, to get into the HARP program. I filled out the required documents, and met the requirements for HARP. I spoke to the bank rep that worked with HARP/HAMP. He asked me " are you having problems making your mortgage payments? '' I replied that things were tight, and that is why I wanted to refinance the mortgage and equity loans. Unknowingly, I was put into the HAMP program, and was told to make reduced payments for a trial period. I did this, not knowing any better. About five months later, I get a package in the mail, stating we had been accepted into the program, and our mortgage payment would be about {$120.00} lower then the original monthly payment, and the loan would be extended for 40 years. That would have me making payments until I was XXXX years old, and the XXXX was more then I was paying during the trial period, and would be swallowed up with the next property tax and insurance increase. I opted out of the program. By this time I had been notified that this was HAMP not HARP, and because I was making reduced payments, I now had a history of late payments and was then, no longer eligible for HARP.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2015-03-28

Kawaihae, HI

Transaction issue

Credit card:

Complaint: I made a purchase through XXXX to a company in XXXX. XXXX completed the foreign transaction and the seller was charged the foreign transaction fees. On my last credit card statement I was charged a foreign transaction fee. This fee is fraudulent. The credit card company did not process a foreign transaction and therefore can not charge a foreign transaction fee. Their excuse was there is XXXX writing in the description.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-03-27

Chicago, IL

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: Yes Timely Response

2015-03-27

Philadelphia, PA

Delinquent account

Credit card:

Complaint: NFCU credit card put my account in collections after 84 days past due. I was having on going conversations with XXXX XXXX in the NFCU collections department that I wanted to make payments but that I was unemployed. On Day XXXX of being past due, I called XXXX XXXX to make a payment and I was informed that my account had been given to the law firm of XXXX XXXX. I asked why would you give my account away and she replied that " You did n't seem like you were was going to pay. '' Since NFCU tapes all conversations I informed XXXX XXXX, XXXX XXXX XXXX, to not destroy those tapes. I called the law office with the number provided by XXXX XXXX and was informed that accounts are never given over to collections before 90 days. I immediately made the payment to the law firm, a XXXX XXXX. In the process of making the payment I found out that NFCU did n't even give the law office my correct address, NFCU gave an address to the law office that I have n't lived at in over 15 years. NFCU sends me billing statements, collection letters and advertisement to the correct address every other week. If I had not called NFCU to make a payment I do n't know where this would have ended up, having not received any notice. Was that a deliberate action take by NFCU or the law firm. Please respond as to my rights. This does not seem like this was correctly handled. And, also now my credit rating will go even lower when it was not necessary. I have attached a letter from NFCU from the year 2005 that shows the account number and my correct address. It proves they had my address for 10 years.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-03-26

Grand View, ID

Communication tactics

Debt collection: Auto

Frequent or repeated calls
Complaint: Navy federal credit union is attempting to contact not just me but finding ways to contact my family after I have asked them not to contact me after XXXX as I am at work. They have taken it to the point of contacting not just me but my wife 's XXXX father, my grandparents, and my father after I have provided them no phone numbers but my own and stated do not call any numbers but mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-03-26

Council, NC

Deposits and withdrawals

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-03-26

Manchester, NH

Improper contact or sharing of info

Debt collection: Credit card

Contacted employer after asked not to
Complaint: I have requested in writing on 3 different occasions to not be called at work, as I am NOT allowed to make or receive personal calls at the office. They keep calling, and left a message with my supervisor. I do not wish to be fired because of these practices and have already been warned by my supervisor to not make or receive personal calls.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Disputed: No Timely Response

2015-03-25

Foothill Ranch, CA

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: My husband, an XXXX service member, and I applied for a VA XXXX with Navy FCU on XXXX/XXXX/15. I sent in loan documents XXXX and did not receive ANY communication until XXXX/XXXX/15. My primary concern in my repeated communication to NFCU was that our rate lock would expire before closing the loan. After receiving a call from processor, XXXX XXXX, a month after our application was submitted, I was told as a condition of our loan approval, that I must submit an Access Number evidencing membership with NFCU. I provided my Access Number to XXXX XXXX via email on XXXX/XXXX/15. I continued to email and call XXXX XXXX, and her supervisor XXXX XXXX, and express my concern at the lack of communication in the loan process. I received a copy of my Mortgage Loan Approval on XXXX/XXXX/15. I had no communication from NFCU until XXXX/XXXX/15 after calling and emailing repeatedly for status updates and again expressing my concern that we would not be able to close our loan prior to the rate expiration. On XXXX/XXXX/15 I was told that I needed to pay {$80.00} via credit card to update the mortgagee clause on my master insurance policy for my condo HOA. I ordered the updated insurance certificate myself since the processor failed to request the update despite me providing the information to her twice, over a month prior. After the total lack of action and progress on our loan application I asked our file to be escalated to a supervisor to ensure that we closed timely. I spoke with XXXX XXXX on XXXX who admitted that our loan was significantly delayed due to our processor being " out of the office '' and that " everyone is extremely busy. '' XXXX assured me that due to this delay, if we were unable to fund by XXXX/XXXX/15 NFCU would extend our rate for 15 days at the 3.125 % we had locked at NO COST to us. I was told the " only documentation '' we needed to close our loan was a payoff demand. I sent a payoff authorization to NFCU, and incurred a fee with my current lender to provide the payoff demand to NFCU. I received email communication from XXXX XXXX on XXXX/XXXX/15 confirming that our loan closing was imminent. Specifically, " if we do n't close tomorrow, we might still be able to close on XXXX and fund on XXXX. " I then received a phone call from XXXX about XXXX minutes later informing me that our loan was now declined. The reason for decline was an old NFCU account that I had discharged via bankruptcy several years ago. My credit information was fully disclosed in the loan application process, a credit report was pulled on XXXX/XXXX/15, and my NFCU Access Number had been provided a month earlier to XXXX XXXX. My belief is that NFCU never had any intention of closing our loan at our locked in rate. The unjustified delays and lack of communication are further evidence of the lack of effort expended by NFCU to honor their rate lock agreement. Further, the reason for denial is not a VA requirement, so conveniently, NFCU did not honor our loan approval based on their own arbitrary overlay. I asked for counteroffer options, such as proceeding with my husband on the loan without me, switching loan products, etc. and I was told " no, your loan is declined. '' It was made perfectly clear that NFCU has no intention of proceeding with this transaction regardless of our eligibility under the VA loan program. The lack of good faith and negligence exercised by NFCU in this matter has caused significant and irreparable harm to my family.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Disputed: No Timely Response

2015-03-24

Berkeley Lake, GA

Billing disputes

Credit card:

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

Disputed: No Timely Response

2015-03-23

Choctaw, OK

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-03-23

Tallahassee, FL

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response

2015-03-23

Bel Alton, MD

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-03-23

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: From my understanding that XXXX will not give extension until they get the approval from XXXX. The first had approval for XXXX was until XXXX XXXX, so with all this back and forth this did not happen due to we did not have approvals from XXXX nor XXXX. This is disappointing. It starting to feel like a tug of war, if we do not have this extension we can not move until this lien holder give approval. I never seen anything like this in my life and see how homeowners lose their homes. This short sale process is messy. At this point if we can not get these approvals and extension, we are going to have file bankruptcy. It is sad we had to XXXX out of home and XXXX member is serving his country XXXX and I have to tell him this disappointing news.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2015-03-21

Washington, DC

Problems when you are unable to pay

Consumer Loan: Installment loan

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

Disputed: No Timely Response

2015-03-19

Rancho California, CA

Other

Credit card:

Company Response: Company disputes the facts presented in the complaint Closed with explanation

Disputed: No Timely Response

2015-03-17

Plymouth, FL

Account opening, closing, or management

Bank account or service: Checking account

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

Disputed: No Timely Response