NAVY FEDERAL CREDIT UNION

2019-08-09

Chicago, IL

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: I was the victim of a scam as a student at XXXX University. The scam has been published all over the media. I ended up losing thousands of dollars and had my stipend, earnings, and scholarship from me. I was explaining to Navy Federal that the reason I have a late payment is because of this scam. Typically when incidents like this happen companies are willing to waive the late payment reporting. Navy Federal has refused to cooperate with me. They actually have been terrible. For 5-6 Years I have made payments on time. When I talk to their customer service all I get is this response which does not help me resolve my problem. Navy Federal should be helping trying to get this late payment removed. I was the victim of a scam and had to change my checking account information to avoid having my money taken from me as well. See below. I also did not get my bill. was also told by their collections department that I would not be reported late if I paid before sixty days. I am also writing this goodwill gesture letter. To Whom It May Concern : Thank you for taking the time to read this letter, and I hope your day is going well. Im writing because I noticed that my most recent credit report contains a late payment. I want you to know that I understand my financial obligations, and if it werent for XXXX university fraud scam Id have an excellent repayment record. I made a mistake in falling behind, but since then everything has been paid. Since then, Ive had a spotless record of on-time payments. Im planning to apply for auto loan and its come to my attention that the missed payment on my record could hurt my ability to qualify. I truly believe that it doesnt reflect my creditworthiness and commitment to repaying my debts. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payment. Thank you for your consideration, and I hope youll approve my request. Best, XXXX XXXX XXXX : XXXX XXXX XXXX XXXXXXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Clermont, FL

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Complaint: Fraudulent Auto Loan Company or Organization : Navy Federal Credit Union Date fraud began : XX/XX/XXXX Date that I discovered it : XX/XX/XXXX Total fraudulent amount : {$30000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

San Diego, CA

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: Good Afternoon, I am complaining on the actions taken by NFCU on XX/XX/XXXX in which they permanently closing my account due the suspicion of fraud. I had a friend wired me money from his bank XXXX XXXX XXXX in the amount of {$9600.00} to my credit card, it was on hold for 7 - 10 days to be process but it didn't process at all after several attempts. NFCU representatives declined to assist me in resolving the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-09

Observatory, PA

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-08

Problem with customer service

Money transfer, virtual currency, or money service: Refund anticipation check

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

Timely Response

2019-08-08

Douglas, GA

Incorrect information on your report

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

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

Timely Response

2019-08-08

Bakersfield, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I apologize in advance because this complaint is years in the making. I will do my best to give you as much detail as possible but please understand that because this has been going on for 4 1/2 years I can't give you specific dates on everything. Let me start out by saying I am a XXXX military veteran. Part of my XXXX is XXXX problems. I don't say this to garner sympathy, but to inform you that I did serve my country proudly and am hurt by how I'm being treated by my credit union who I thought was supposed to help me. Many years ago while I was still on XXXX XXXX, I bought a XXXX XXXX XXXX XXXX. I bought it from a dealer named XXXX XXXX XXXX XXXX on XX/XX/XXXX. Everything went well because I already was approved for a loan through Navy Federal Credit Union. Everything went well until I went to the XXXX DMV in NY the next day to try and register the vehicle. The DMV told me they couldn't register the vehicle under my name because I didn't have a title. After I found out about this, I called Navy Federal to find out if they had the tile so I can register the vehicle under my name. Navy Federal told me they didn't. I then tried calling the dealer I bought the car from but I never once received an answer. Because I was XXXX XXXX, I was not able to follow up on this for about a week but once I did that's when things hit the fan. When I get my next off-duty days, I go back to the dealer I bought the vehicle from. The dealer was nowhere to be found. I mean the entire dealership and not just the salesman. The entire lot was empty and it looked like a ghost town. At this point I am stressing out and I am wondering what's going on. I call Navy Federal and I ask them if they ever received the title for this vehicle to which they told me no. Now I have a vehicle that is not under my name, and that I won't be able to drive because the license plate is temporary. I couldn't even insure the vehicle. I then head to the XXXX XXXX Police Department to begin an investigation and truth be told no one wants to help me out. I seemed like a nuisance to them and nothing ever really got done. Because I was getting nowhere, I called Navy Federal Credit Union and ask what can I do to have this loan undone because I now had a vehicle that I could n't drive, couldn't register under my name, and whose title was nowhere to be found. In their own words they essentially tell me, too bad so sad. Over the next few weeks I talk to Navy Federal at least 2 more times wondering how I can get out of this loan but they didn't help me at all and told me I'm going to have to pay for the loan no matter what because they lent me the money. From that point I stopped driving the vehicle because it wasn't registered to me and I couldn't register it without the title. Navy Federal never obtained the title so I was not going to drive a vehicle that was not mine and had no tags. Furthermore, if I got into an accident, I didn't want to be liable for damages since I couldn't even insure the vehicle. Because of this, the vehicle was literally parked in the yard at my residence for three years. Throughout all those years I paid on the loan to Navy Federal because I didn't know what to do and Navy Federal never helped me with anything. XXXX came and I was going to be moving to California as I was no longer in the service and wouldn't have a home. I didn't know what to do with the vehicle that I could n't drive so I made a last ditch effort and headed to the XXXX Police Station and see if there was anything more that could be done. Thankfully, the police officer helping me at that station was a good officer. He did a real investigation and found out that the vehicle I purchased was a stolen vehicle. He even found out who the prior owner was. The police called the previous owner and asked if they still wanted the vehicle. The previous owner told them no. Once the police department deemed the vehicle no longer needed to be registered as stolen, they removed the stolen status of the vehicle and made it so I could finally register the vehicle under my name. This was either in XXXX or XXXX of XXXX. I started the process but unfortunately it was too late for me to be able to obtain the tile anymore as my departure for California had arrived. I was forced to leave the vehicle with a friend named XXXX as I could not risk driving it across the country with 3 year old tags, no insurance, and no registration. Keep in mind at this point I have already paid 3 1/2 years for a vehicle that was stolen and has never been legally mine. Once I got to California, I eventually ended up getting the title to my vehicle. I start making plans to register the vehicle in my name, insure the vehicle, and pick it up from XXXX. However, the same time I got my registration sent to me by mail, my friend XXXX calls me and tells me my vehicle has been stolen. It feels like it happened the exact same time. I call Navy Federal to tell them what happened but as they told me before many years prior, too bad so sad. You have to pay for this vehicle loan. Even after all this I continued to make payments faithfully until about 2 months ago. Truth be told, I can no longer afford it. Because I feel like I've been taken advantage of, and because nobody else would help me, I finally reached a company that had a good reputation from all the reviews I've seen. I told this company about my situation and they were very honest with me in telling me they are unsure if they could help me but that they would attempt to assist me If I chose to enlist them in their aid. They said I would be their guinea pig since they had handled cases that resembled my problem but not one specifically like it. I agreed since they were the only ones willing to help me and they seemed honest so I decided to let them get involved. Well I thought I had a hard time with Navy Federal but these guys had it worse. My representatives by the name of XXXX XXXX XXXX started calling Navy Federal and sending power of attorney by mail. After a month they received no response of any kind by Navy Federal. I go back to XXXX XXXX XXXX office on XX/XX/XXXX and they call Navy Federal in front of me. In that conversation, representatives from navy Federal don't seem like they know what they are doing. They are asking my representative questions like, " what department do you want to send the power of attorney to '' and " what account are you sending the power of attorney for? '' After letting them know he wants Navy Federal as a whole to have the power of attorney on file and not just one department they finally end up giving him a fax number of XXXX. They also give him an address of XXXX power of attorney XXXX XXXX XXXX XXXX Fl XXXX. My representative re-mails the poa and faxes the poa to them on the XXXX of XXXX. By the XXXX of XXXX, he receives another call from a representative asking him the same question as before, " what department do you want to send this to? '' Please keep in mind that my representative has been trying to forward them power of attorney since XX/XX/XXXX in order to begin discussing the situation to him and he is still receiving these ridiculous questions and I am still waiting for progress to be made. He finally tells the representative that he is surprised a large organization such as Navy Federal is having trouble figuring out what they are supposed to be doing with a power of attorney especially since they have the conversation with him as well as his intentions recorded and noted down. By XX/XX/XXXX, I came back to XXXX XXXX XXXX to get another update as to what's going on. We call Navy Federal Credit Union together again and this is when all XXXX broke loose. We were on the phone for over 50 minutes. We were transferred and put on hold numerous times. They were trying to find out if they even had authorization to speak with him. My representative informed them how he had been forwarding power of attorney numerous times and now was starting to understand why he was reached for assistance by me. Finally a Navy Federal employee informed him that they did receive the power of attorney and it was accepted, but that the employee couldn't see it in her system. She was going to reach out to another department to figure out what's going on. When she came back she was asking for more time to " activate '' the Power of Attorney. I was getting visibly upset so my representative pressed on and informed Navy Federal that we needed to speak to someone now or I would file this very complaint I am now filing. He was not going to accept that Navy Federal noted they received POA and accepted POA but that they needed more time because they were having IT issues. After the 25 minute mark, we reached another representative in the collections department. Miss XXXX is the representative in the collections department. Once he reached her he began describing the situation from the very beginning. The beginning being me being sold a stolen vehicle from a shady auto dealership. He described the situation of everything that I went through in not being able to register my vehicle because I didn't have the tile and nor did Navy Federal. He described how when I reached out to Navy Federal for help I was basically told I had to pay for the loan no matter what happened. He described how here I am 4 1/2 years later and thousands of dollars poorer for a loan that should have never been allowed to continue. He then begins asking several questions about when the loan originated, when title was received by Navy Federal, and several others. Miss XXXX begins telling him that she doesn't know the answer to most of these but offered to settle the debt and send us to the settlement department. We were then put on hold again. When Miss XXXX comes back, she confirms to us that title for this vehicle was not obtained until XX/XX/XXXX! This is 3 1/2 years after the loan originated. My representative asked her straight up " Do you see a problem there? '' Miss XXXX said " I do, I do see a problem there. '' She then said the loan was transferred to a signature loan. My representative then begins asking more questions and Miss XXXX continues to answer several of them with I don't know. She also kept saying on numerous occasions that she doesn't feel like she was very helpful. Finally when the conversation is almost over Miss XXXX turns on her collector mode switch and the conversation begins to turn sour. She asks my rep if I had kept in touch with Navy Federal about the situation. Obviously I did and he tells her as such but then she begins quoting the number of calls I've made to them supposedly. She lists 3 calls I've made since XXXX and then says that's all the calls I've made and not once did I tell them about the stolen vehicle. She then begins to attempt to establish that I never told them this vehicle was stolen but my representative was not having it. He tells her its highly unlikely I've only spoken to them only 3 times since there was communication at the beginning of the loan. Finally she clarifies that I only spoke to collection 3 times. My representative then says he understood I only spoke with collections 3 times but that Navy Federal as a whole had received numerous calls from me. Again she said she didn't know anything about that and then began to get really aggressive. She informed my representative that she was going to terminate the call because she didn't feel comfortable that my representative was asking her questions she didn't know the answer to. She then began raising her voice and interjecting and speaking over my representative. Finally my representative terminated the call himself as she was being belligerent and he was not going to get anywhere from that point on. I am filing this complaint because I don't know what else to do. I have been paying for a vehicle that I have never been able to claim as my own since the very beginning. This is not an I wrecked my car and don't want to pay for it anymore or my car broke down and its too expensive to fix so I don't want to pay for it anymore type of claim. This is literally an I never owned my car from day 1 and have been paying for the vehicle for 4 1/2 years without being able to use it. This is a my credit union funded a loan and never unwound the loan or got their money back once they found out I couldn't get title or register the vehicle, insure the vehicle, or transfer it under my name with them as the lienholder. This is an I asked my credit union for help and have been met with a cold shoulder and asked to pay a loan when they know I was ripped off from the beginning complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-08

Westfield Ctr, OH

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
Complaint: Navy Federal Credit Union has hard pulled my wife and my credit reports multiple times without our consent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-08-08

Austin, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-08

Eight Mile, AL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Today I contacted Navy Federal Security and once again they tell me my claim is denied. Yet they tell the FCC that they are still working on it. They have restricted my online access and my bank debit card and tell me I will never get this back. Yet, they will not accept nor request a police report that I have. They will not accept any documentation proving the local police have prosecuted the person who used my account. Navy Federal Security Investigators are by far one of the most unethical incompetent divisions known to man. They play XXXX with peoples lives and have no right to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

Omaha, NE

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Navy Federal Credit Union was processing an application to refinance my home loan. They are withdrawing my application due to the credit report expiration and an issue with debt to income per a voicemail I received XX/XX/XXXX. I submitted my loan application on XX/XX/XXXX. The company did not process my application in a timely manner and therefore the application is being withdrawn. I attempted making contact during this process by phone, voicemail, emails, and secure messaging on their site. Recently, I have left 2 voicemails on XX/XX/XXXX and XX/XX/XXXX in attempt to get more information about them withdrawing the application but no one has responded. I called and tried to get through 3 times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I sent emails from my XXXX account ( a total of 28 messages traded from XX/XX/XXXX to XX/XX/XXXX ) many of which went unanswered for weeks on end. These emails went to : XXXX XXXX Mortgage Processor | Mortgage Lending Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX XXXX, FL | XXXX NMLS # XXXX Email XXXX Phone : ( XXXX ) XXXX Extension : XXXX Fax : ( XXXX ) XXXX NavyFederal.org I also sent secure messages through their site that were never addressed ( XX/XX/XXXX, and XX/XX/XXXX ). I have spent at least {$800.00} so far on appraisal fees, credit reports, and termite inspections. I was supposed to be refinanced with Navy Federal Credit Union for a 15 year VA home loan at 3.5 % for XXXX. My current loan resides with XXXX XXXX ( balance approximately {$57000.00} ) and I have never been behind on payments ( this loan is a convention 30 year with an adjustable rate which I have been saddled with since XX/XX/XXXX ). My home also currently appraised at {$130000.00}. After I got off XXXX XXXX with the XXXX, I received a XXXX rating of XXXX XXXX through the VA which also exempts me from paying some of the loan fees. I got off XXXX XXXX XX/XX/XXXX and preceded to go to school while staying home with my children. I then was able to find employment with XXXX XXXX XXXX on XX/XX/XXXX and presently still work there. I hope I have given all the pertinent information and look forward to finding a resolution to my complaint. Thank you for your time. XXXX XXXX cell XXXX, my employer XXXX XXXX XXXX.XXXX My address is : XXXX XXXX XXXX XXXX XXXX, NE XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-07

Fees or interest

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

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

Timely Response

2019-08-06

CA

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-08-06

Poway, CA

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

2019-08-06

Mobile, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Navy Federal has placed a block on my account and denied my claim. When I requested resolution or requested that a Detective from the local police department contact them, they refused, stating that the two separate departments, that are handling my claims, are in separate divisions and that I would need to wait until it is resolved. I explained one department denied my claim. They denied my claim based upon false information because the other claim has not been completed as of yet. Nor are we even allowed to send in information. I requested a fax number. I was told they dont need any documentation. This is insanity. Basically the security and the fraud departments within Navy Federal do whatever they wish to do without any regard for the customer. They freeze. They block. They dont allow you access to any money you may have within your account and they purposely block you from seeing any balances or direct deposits and the security department refuses to even speak to the consumer.
Company Response: Closed with explanation

Timely Response

2019-08-06

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

2019-08-05

Henderson, NV

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-08-03

Discovery Bay, CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I received someone else disclosure letters attached to mine and I think someone else has my information also.The documents has a lot of identifying information about me and my wife. I work for the federal government and have a top secret clearance I am worried that information that was compromised going put identification in jeopardy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-03

Jacksonville, FL

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2019-08-01

Plymouth, FL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: XX/XX/XXXX {$3500.00} Deposited Cashier Check into Navy Federal Credit Union Account and cleared on XX/XX/XXXX XX/XX/XXXX and XXXX {$1600.00} XXXX Shipper Fee in 3 separate transactions So as it turns out I was scammed, I posted my vehicle to be sold online after negotiating a price with the buyer I receive the following response Sounds good, I would like to make an outright purchase but i'd be paying through cashier check as it comes from my salary account, I can add {$50.00} for holding it for us. The shipper pick up after check cashed and cleared at your Bank. Me not knowing what I know now I assumed this was just as good as cashed so I agreed. I received the check priority mailed and deposited into my account I advised the buyer, we agreed once the check cleared Ill send {$150.00} via XXXX for the shipper payment so they can pick it up and the rest XXXX response Good, Shipping fee as quoted by my shipper is added on the payment sent to you, You are to deduct your money + extra {$50.00} for holding fee and have the rest wired to my shipper, We will await payment clearance before pick up.Thanks and let me know if i can trust you to handle the situation. You split the money into two, firstly send {$900.00} and send the remain {$750.00} in few minutes now and get back to me with the screen shot of confirmation to me so that I could forward it to the shipper for the pick up ok. After having issues with my bank I was finally able to send the funds thinking this would be the best way as at the time I assumed XXXX provided protection. Later the seller stated something came up and could not go thru with the sell and asked I refund him I stated no sale is finally kept getting push back and at this point is when the radars went off. I called XXXX to stop the payments as it was pending couldnt do that called the bank to stop the payment that stated was already sent and nothing could be done until posted to dispute. Well I did the dispute and of course the bank declined it stating I sent the funds to the person. Even after explaining the situation, trying to get ahead of it, providing attachments of the ad and text conversation with the buyer it wasnt enough. I thought the bank was to protect me! Yes I sent the money but that was done because the check cleared an posted, i didnt know the funds would be available even though the check was not verified, why did the bank clear the check if it hasnt been validated? The bank misconception couldve avoided this. I will never use XXXX again, its like the intentions is to support the ones who are running these scams.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-01

Atlanta, GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I filed a dispute with NFCU about a charge from a bar in XXXX called XXXX XXXX. When I was leaving I went to pick up my card and pay my bill in cash and was told my bill was over {$400.00} to which I immediately told them they had the wrong tab as I only had 2 XXXX XXXX, a vodka soda, and a hookah. They reviewed and I ended up paying {$80.00} in cash which included the cost of drinks, hookah, and a tip. I was NEVER given a receipt but I was given my credit card back and they said it wouldnt be charged. Later on I saw that I was in fact charged to my card and I waited to see if it was an error that would fall off but it never did and posted to my account, so i filed the charge back with NFCU. The provisional credit was given and when I made the claim NFCU asked if I had any documentation I wanted to send over to which I explained I didnt as I wasn't given any receipt for the cash payment i paid and I didn't have a credit card receipt because I was told it wasn't ever charged and i never signed for anything. XX/XX/XXXX my account was redebited for the amount and I had to file an appeal because I was told that the merchant came back and said that the services were valid. Today XX/XX/XXXX I received a response to my appeal which stated that they wouldnt reopen the case unless i provided a sales receipt so I called the bank directly and was told that the case was closed initially because i didn't provide documentation and that they didn't contact the merchant. So not only did they lie but they failed to followed Federal guidelines as per Reg. E when it comes to unauthorized charges. I asked for copies of all documentation used in determining the charges were valid and was told they didn't have any because they didn't contact the merchant. The merchant can't provide any documentation because they dont have anything from me signed because they gave my card back and I never signed for any receipts! This is completely outrageous. The merchant is committing theft and the bank is a in violation of federal regulation. I want my money back to my account within 72 hours or this will be escalated legally..
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-01

Magnolia, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am a XXXX XXXX veteran, and I acquired my mortgage for my current and only home with Navy Federal Credit Union ( NFCU ) in XXXX for {$310.00}. I have lived in my home for 12 years and I am currently ill. I have been a government employee since I was XXXX years old ; eight years in the XXXX XXXX and Sixteen years as a XXXX XXXX. In XXXX, I was medically retired due to an on the job injury I received in XXXX. My life has been a financial, physical, emotional and mental struggle for since the incident ; however, I struggle to keep the only home my family and I have. Due to financial issues my credit prevents me for qualifying to utilize my VA loan and any other mortgage assistance, therefore on XX/XX/XXXX when I contacted NFCU at approximately XXXX, to make a monthly payment of {$2100.00} I was told it would not help because my home had been approved for foreclosure that very morning. I would like to request the recent telephone conversations I had with NFCU representatives be reviewed, because on XX/XX/XXXX @ XXXX, I spoke with Ms. XXXX . She informed me my account was being reviewed for foreclosure, I told her I was calling to inform NFCU that I would be making 1 payment of {$2100.00} on XX/XX/XXXX. She stated 3 payments were due totaling over $ 8K, I explained to her that I had been hospitalized in XXXX and I was having a small XXXX procedure performed on XX/XX/XXXX, so I could only make one payment and I would require a little time to get the modification package in ; I had not submitted it earlier because I was told I did not qualify until 1 year. Ms. XXXX explained a year would be in XXXX, therefore before the packet was evaluated the year would have elapsed. I asked her would I be allowed to submit the one payment of {$2100.00} on XX/XX/XXXX and she responded yes, make the payment and get the packet in. She stated if I needed one, she would mail it out to me. I explained to Ms. XXXX I was currently waiting on a response for military benefits, and I tried to sell my life insurance to catch up my mortgage because I have no 401k or savings, however my request was denied due to my age despite my XXXX XXXX. Then after borrowing additional money to pay the {$2100.00} when I called on XX/XX/XXXX at approximately XXXX XXXX to make the payment the representative Ms. XXXX had me on hold while she finished her notes on another account, only to eventually inform me I was required to pay the entire $ 8k plus because my home had been approved for foreclosure. Therefore, I requested to speak with Ms. XXXX, because I could not understand why NFCU would approve the foreclosure knowing I was making a payment on XX/XX/XXXX. Ms. XXXX stated she would transfer me to Ms. XXXX, however she had me on hold once again while she was updating more notes, then the line hung up. I immediately called back and spoke with another female representative, however I was so upset I did not get her name. I never got to speak with Ms. XXXX because she was busy. I do not understand why my only home is a face to be taken when I am fighting to keep it. I explained to Ms. XXXX I was currently paying {$7900.00} worth of HOA attorneys fees because I needed a payment plan for less than {$1200.00} of HOA fees or the HOA was going to foreclose on my home. It hurts me to know my sacrifices for this country mean nothing to so many people veterans die for. No man left behind is what we are told, however our owe country throw us away. So many programs available to wave fees and lower principal balances, however I never qualified for any of those programs. In XXXX, my home was more than $ 85k upside down, however I did not bail on my debt. It is humiliating being in a position where I must beg to prevent becoming a homeless veteran, because my own government denies me benefits, I have earned. The stress of being homeless is overwhelming and triggers my XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ). Now my XXXX has gotten worse and my XXXX XXXX XXXX seems to have returned. I have no where else to go and no savings, because each time I try to get stable something goes wrong, home repair, car repair, hospital stay, or loss of pay. I am so grateful for the representatives who try to assist me, and I pray for those who may not understand what my life has become. I do not want to lose my only home, because I have no where to go and today my credit score makes me prey to everyone. Rather than assist those struggling we are punished, and the wealthy is rewarded. The foreclosure process creates more cost, when I was already struggling to make the one {$2100.00} payment before XX/XX/XXXX. I do not understand why anyone would treat a veteran in such a manner.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-08-01

Liverpool, TX

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

2019-07-31

Boloxi, MS

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I received a contract from XXXX to get a personal loan for XXXX. I gave them my bank ingormation ( Navy Federal Credit Union ) to transfer funds, they wanted to see if my account was in good standards so they sent XXXX in which i was told and have witnesses with me to take money out an send it back by going to XXXX XXXX an purchasing {$490.00} worth of XXXX XXXX cards to send money back. I never received my XXXX. I was calledXX/XX/XXXX by Navy Federal saying my account was compromised by a scammer an that the company made a fraudulent claim to take back my own money from bills i had already payed starting from the XX/XX/XXXX When i was told on a recorded line from Navy Federal about the activity i told them everything even tried to send the contract off my gmail, he told me they would take care of everything but couldn't receive the funds back. Now today XX/XX/XXXX im getting emails from my lightbill company saying my electricity check for the XX/XX/XXXX has been returned leaving us in the dark an now there is a negative balance in my checking account from Navy Federal saying I owe this money back to them on the XX/XX/XXXXt but was never told to me while i was on the phone the first time that i would have to pay this money back. Im losing both ways an i feel attacked, stupid, and vulnerable at the moment because i needed help with school supplies an clothes for my children. Why wasnt i told at first time talking to fraudulent people fro Navy Federal about this nor giving information on what the scammers took from me. The scammer or XXXX XXXX XXXX phone number is XXXX. Please help me get some better understanding on how this work i talked to people from the bank stating they cant do anymore to help me they wont even do a further i investigation which is why so many of us in the military commit XXXX or dont want to be apart of this country we serve because we put our lives on the line for everyone an cant even get any protection, help or understanding from our fellow people that say they're here to help. Please help me understand why an yes i know i made a XXXX up decision trusting this company but losing twice really hurts my whole family. If theres anything you can do please let me know. My name is XXXX XXXX phone XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-31

CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Navy Federal Credit Union has frozen my account access online, in person, and is rejecting ACH transfers. The account has been frozen since XX/XX/2019, and conversations with their customer service has gotten no response. Customer service refuses to give a reason for the freeze or a time table for resolution. I was told that a representative would call me " at some time, '' but no actual range of times were given for the call to arrive.
Company Response: Closed with explanation

Timely Response