NAVY FEDERAL CREDIT UNION

2019-07-25

Oxford, GA

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: My personal information was used without my knowledge and because of several phone calls from creditors that did not belong to me, that prompted me to check my credit. According to XXXX and XXXX XXXX my personal information was exposed in both of their data breaches. XXXX, then confirmed that I was one of the individuals whose data was exposed twice this year alone. To date, I have noticed that there are several inquiries and credit accounts that were not requested by me were listed on my credit report. Ive filed an Identity theft report with the FTC and a police report. The FTC Identity Theft Report number is XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

VA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem related to refinancing
Complaint: I originally took out an auto loan with Navy Federal for a XXXX XXXX XXXX, they took over the tile from the original lienholder, XXXX and Navy refinanced my loan. Approximately XX/XX/XXXX, I was in an accident with the vehicle and it was totalled. My insurance company, XXXX, paid to Navy Federal 70 % of what the vehicle was worth. The remainder balance was reduced through GAP insurance which I had with Navy. The remaining amount of the loan was approximately {$3000.00}. I took out another loan to get a new car because I have to work. I am making a payment of {$570.00} as a monthly car note, my insurance also went up exponentially because my insurance increased my premium due to the accident and because I moved. I applied to refinance the remaining {$3000.00} with Navy and they denied refinancing my loan. They put my loan in default and a delinquent status, which will impair my credit because they denied refinancing my loan and require me to make the regular payment of {$570.00} as I did prior to totalling my car. This put me in a position to make two full car payments with over {$1000.00} per month going out of my paycheck to car loan payments. I can not afford that. I also rent, furniture bill, electric bills and other bills and I can not afford to pay {$1000.00} to car payments. I informed Navy Federal of this and they still denied refinancing my car loan to get my car payments cheaper. I think this it is unscrupulous and unethical for Navy to put me in a position in which I am unable to make the payments and unreasonably denying my refinancing of the remainder of my previous car loan. This puts me in a position to get bad credit through no fault of my own. I am not unwilling to make the payment, I just can't afford {$570.00} per month and I have informed Navy of this fact. Navy is being unreasonable in denying refinancing of my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

Chicago, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: So someone got a hold to my card while I was in ANOTHER STATE ( XX/XX/2019XX/XX/) and stole {$3500.00} from me using my Navy Federal Red Debit Card XXXX They are the ones who told me that someone had logged into my mobile banking from a FRAUDULENT KNOWN DEVICE. And they even gave me new account numbers and had my change my user name and password. After all of that, the bank REFUSES to give me my money back. I asked for a second review they still wont give the money back. I told them that if they needed me to I would go to the merchants that were listed, and ask for video footage. They still dont care they want me to appeal their decision.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

MD

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: This complaint is against Navy Federal and XXXX Resolutions. On XX/XX/2019 account was charged {$500.00} to pay for a service that I never received. It was authorized based on me receiving the service. However, I never received the service and the individual resigned the position as the director. Our company paid out the funds through XXXX which was tied to Navy Federal business account. The person got away of the amount of {$500.00} and when I made attempts to explain this to navy federal that we were out of {$500.00} without the service nor the funds they did not back nor support our company, XXXX of the XXXX XXXX, XXXX and refused to assist with a refund from XXXX XXXX who based on contract did not perform the duties of a director and not only that realized her incompetencies and resigned the position leaving us in a bind and he had to hire another individual to fulfill the role of the director,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

Columbia, MD

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-24

Pensacola, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-07-24

Fred, VA

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Hello, My name is XXXX XXXX and I have banked with Navy Federal since I was a young man and able to have a viable bank account. I use my Navy Federal Credit card on a daily basis, or at least I used too. I had an injustice done to me by a contractor that I hired who decided to charge my card 8 times of {$5000.00} each, without my knowledge or approval. I submitted a complaint with the charges and asked what needed to be provided, I filled out the appropriate forms and when I spoke with the first contact at Navy Federal, he said " don't worry about the documentation right now, You submit that after the merchant responds. '' I said okay, no problem. I submitted my paperwork on XX/XX/26 and waited, the charges were removed shortly after ( only 5 of the charges ). I did not hear anything, nor did I receive a response via email or online message, so I called in about two weeks after submitting, they told me there was no news and to wait for the letter. I did this, and when I had not received anything on XX/XX/XXXX, I called in again, and a very nice lady told me that I would receive a letter by XX/XX/XXXX. I did not. I received the letter on XX/XX/XXXX, which I had a work function over the weekend and was not able to respond right away, but this should be okay, I was told at the beginning that I would have 10 business days to respond. On XX/XX/XXXX, I attempted to use my card, and all the charges had been reapplied to my card. I called in and found out they had closed the case because I had not responded. This was extremely frustrating, nobody ever let me know their was a deadline that tight, and I literally only had two business days to respond to a letter I waited a month and two weeks for! At this point I was advised by someone, I could not talk to anyone in the credit card dispute department, I would have to send in an email to appeal the case, that would take 10 days to get back to me. I asked for them to have the credit card dispute department call me back, they did not. I submitted the appeal on XX/XX/XXXX, XXXX and XXXX with no response at all. I finally went in to a branch to speak with a branch manager, who I prayed I could help. He worked with me to print off all the information and send it by email as, he too could not contact the credit card disputes department. He told me the same story, wait for someone to call you. Nobody called, no messages, no information. Just a letter in the mail that I received on XX/XX/XXXX ( dated XX/XX/XXXX ) that the case had been closed. The details in this letter only showed transactions that were manually entered in the guys square app, there was no approval or signature, as I did not approve this. I sent another message on XX/XX/XXXX, explaining my situation. The first response I have ever received during this whole ordeal came on XX/XX/XXXX, 3 weeks later!!!! The letter reads '' Thank you for using Navy Federal 's eMessaging service, Mr. XXXX. We do apologize that we were not able to pursue your case any further. We have reviewed your account and noticed that a supervisor call back has been submitted for you. You should receive a call back within the next 24-48 business hours at the earliest. If you have any questions, you may contact us at XXXX. Thank you, Credit Card Chargeback and Resolution Section '' So, here in line with EVERYTHING else that has happened with Navy Federal is ridiculously slow responses, IF you ever get one, then when you get a response, they can't help you, and you cant get to that department. Going back to what I have mentioned earlier, every time I call I have asked for the credit card disputes department to call me. They have not, until XX/XX/XXXX, which I found out today was well after anything could be submitted to XXXX, when I was at a training event, I called in and was told I can not talk to him, I have to submit a request for him to call me back. He called me back on XX/XX/XXXX and promptly told me that I was in the wrong, did not listed to what I was saying and kept saying his protocol lines. After getting nowhere with him for around an hour, he told me he was not a supervisor, so I asked to speak with one, he had to submit another request. I received a call from a very nice supervisor today XX/XX/XXXX who explained the situation and was sympathetic but explained there was absolutely nothing he could do. UNACCEPTABLE In summary, I tried very hard to submit what I needed early or when it was asked, I called in several times to check status, received no information, was told I could not talk to the department MULTIPLE times from several different people, case was closed two days after I received the information, I submitted my response to appeal three times with no response, called in and requested more info again, submitted message only and all of this was ignored until well after I could even appeal. The final response is " there is nothing I can do '' from the manager. I have not been taken care of at all, there have been MULTIPLE situations during this entire interaction where this was not handled properly or timely. My boss even just made a comment to me about how much time I have spent trying to deal with this. The response there is nothing that can be done is complete unacceptable. I have done my due diligence on this, Navy Federal has failed and this needs to be repaired. This needs to be righted.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-23

Foothill Ranch, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: We have been paying on this car loan since XX/XX/XXXX. We have overpaid by thousands of dollars and they agreed to not pursue any more charges on the loan ( 6000 something on a XXXX loan that started in XX/XX/XXXX ) and to send us the title last week on XXXX XX/XX/XXXX at XXXX : XXXX XX/XX/XXXXPST. They claim we have paid late EVERY SINGLE TIME except for six times in the total of the loan, which is absolutely absurd and completely wrong. We have kept nearly every single letter they've sent us, including times they've claimed we haven't paid when we did and it reflects on our bank statement. From what we can tell, they charged us late fees if we paid ON the due date. Only time they didn't is if we paid 2-3 days before. This afternoon, ( XX/XX/XXXX ) I received a call from their number XXXX where the collection department person refused to give me their name or extension or employee ID number and where they threatened to XXXX XXXX me or my husband if we refused for them to take the car tonight when they send a tow truck. They yelled at me when my children were noisy in the background and told me I was financially responsible to pay the rest off immediately. I ended up hanging up the call because they would not stop yelling and I refuse to be physically threatened. I am giving Navy Federal a VERY short amount of time to get this resolved. I expect them to not collect another dime from us and to send us the title like was promised on XX/XX/XXXX at XXXX XX/XX/XXXX PST. After being threatened with bodily harm, we are done negotiating with Navy Federal and expect IMMEDIATE response to this or we will be suing them for emotional distress, for threats of bodily harm and for fraud. This is unacceptable and very traumatic. We will not stand for being threatened with bodily harm or lying about payment status, etc. Enough is enough.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-23

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-23

Charleston, SC

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

2019-07-23

Oxford, GA

Getting a credit card

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

Card opened as result of identity theft or fraud
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Alta, CA

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: I TRIED TO OPEN A CHECKING ACCOUNT WITH NAVY FEDERAL CREDIT UNION, ONLY TO BE TOLD THAT I ALREADY HAD A ACCOUNT WITH THEM, AND IT WAS OVERDRAWN I DISPUTED IT 4 TIMES AND ALL FOUR TIMES THEY STATED THAT THE ACCOUNT BELONGS TO ME EVEN AFTER SUBMITTING A POLICE REPORT AND STATEMENT THAT IT WAS A CARE GIVER THAT DID THIS TO ME AND BECAUSE SHE USED MY PHONE NUMBER I AM RESPONSIBLE AND THATS NOT FAIR WHAT SO EVER. I HAVE TRIED TO CONTACT THEM BUT THEY KEEP TELLING ME THEIR DECSION IS FINAL, AND I NEED TO PAY IT IN ORDER TO HAVE A RELATIONSHIP BUT WHY SHOULD I PAY SOMETHING THAT ISNT MINES?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Discovery Bay, CA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: I Started an original application for VA streamline in XX/XX/2019 that one was situated with application due to misunderstanding. I submitted another application XXXX did not have most pleasant experience first processor XXXX XXXX you could not never get a hold of because voicemail was to full, emails never returned back, and he told me up front Navy FEDERAL was backlog that they were going take up whole 60 days.The loan should of straight forward with minimum documents needed. After reaching out to supervisor multiple times because it was impossible to get a hold Mr.XXXX my loan application finally reassigned so I missed my 60 day lock rate due not having communication. I am on the verge not closing in timely manner which is causing me stress because I could of stayed with current lender do refinance way quicker because they my file ready to close but I turned it down because navy federal said I was closing on XXXX XXXX.I did not pay my current month because I was promised to close on that date. This journey has pure nightmare for someone that has a permanent mental condition.Even I close this month I am worried about potentially being 30 day late for XXXX payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Altama, GA

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-07-22

Allen, TX

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-22

Rochester, WA

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

2019-07-22

Charleston, SC

Managing an account

Checking or savings account: Savings account

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

Timely Response

2019-07-21

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Last year ( 2018 ), my business partner XXXX XXXX sent me {$3300.00} via online transfer to my NFCU checking account from his NFCU account. Because it was from the same bank I assumed allowing him to do the transfer wouldnt be an issue so I gave him my email address associated with my account. He made the transfer and now my account and my joint owners accounts ( even ones not associated with me ) are frozen. I contacted Navy Federal and they said the person so sent transaction would need to contact them and even though MY ACCOUNTS were frozen there was nothing I could do. I had the sender contact them via phone and etc, but I can not control what he does. He was then arrested ( without my knowledge for months so I could not contact him ). All this time I am trying to communicate with NFCU but they are not working with me. I suggested sending funds back to his account if there was an issue or at least remove my joint owner off account so it wont affect him. They declined to do either. I have a very high limit credit card with navy federal and if they close my accounts my credit will suffer greatly so I am trying to maintain a good relationship, but Navy Federal is failing me and failing at customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-20

Rochdale, NY

Incorrect information on your report

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

Account information incorrect
Complaint: All these places show up on my XXXX XXXX I have hard inquires. I have never applied for any credit card or anything. I live in XXXX XXXX XXXX.I have never applied to none of these places. This made my credit score go down eight points. XXXX XXXX XXXX Inquiry from XX/XX/XXXX - Home Furnishings XXXX/XXXX Inquiry from XX/XX/XXXX - Bank XXXX Inquiry from XX/XX/XXXX + Utilities & Fuel XXXX XXXX Inquiry from XX/XX/XXXX XXXX Inquiry from XX/XX/XXXX - National Credit Cards/Airlines XXXX Inquiry from XX/XX/XXXX + Telephone Companies XXXX XXXX Inquiry from XX/XX/XXXX + Telephone Companies Navy Fcu Inquiry from XX/XX/XXXX + -
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

San Diego, CA

Getting a credit card

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

Application denied
Complaint: About a year ago, I applied for a credit card with Navy Federal Credit Union and I got declined for causing Navy Federal Credit Union a loss. I filed a complaint and Navy Federal Credit Union said that they did no wrong doing. On or about XX/XX/XXXX I again applied for a credit card with Navy Federal Credit Union. I again got declined almost instantaneously. The peculiar thing about my most recent declination is that my credit report was not pulled, so I believe that I am being declined because I filed chapter XXXX bankruptcy and included my Navy Federal Credit Union accounts. I feel that I have been " blacklisted ''. I feel that this is unethical and unacceptable. Bankruptcy is legal and financial institutions should not be able to hold a bankruptcy, especially when my bankruptcy was discharged in XX/XX/XXXX. I feel that I am being singled out due to me filing bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

Greensboro, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX ( mortgage processor : NMLS XXXX with Navy Federal Credit Union made duplicate credit inquiries on the credit reports of myself, XXXX XXXX as the result of a refinance mortgage application from XX/XX/XXXX. They happened on the following dates : XXXX and XXXX pulled on XX/XX/XXXX XXXX, XXXX and XXXX both pulled again on XX/XX/XXXX, and XXXX pulled again on XX/XX/XXXX. All of these inquiries were unnecessary and a result of Mr. XXXX negligence with my credit file. As a result, they need to be deleted as they are hard inquiries. These inquiries were in addition to the other inquiries from XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I want to ensure that I was not a victim of predatory lending practices and I am certain that Navy Federal Credit Union does not want be accused of such. I questioned Mr. XXXX about all inquiries, but to no avail. I have email correspondence as proof and Ive attached the alerts that I received as a result of his negligence with my credit file. His supervisor, XXXX XXXX, was also notified via email, but I did not receive a response from her either.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-19

Jacksonville, FL

Incorrect information on your report

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

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

Timely Response

2019-07-19

Pacific City, OR

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: My husband and I have been planning to change banks. We set up accounts with Navy Federal Credit Union a few months ago, but had not yet moved everything into the accounts. We were planning to use one account only funds for a rental property, one that was leased a few days ago. I used mobile deposit to submit the two deposit checks received from the renters. I got immediate notification of a two day hold, which I had expected. After I could see the funds were released and showing in the account ( Wednesday night ), on Thursday morning I set up bill pay to pay several bills associated with the property. This morning, I attempted to log on to double check that everything had gone well. Instead, I got a notification that I could not access my account, and should call the customer service number. Once I got to a rep*, I was asked about my two deposits. I explained they were from two young CPAs renting my property, both with credit ratings over 750. She seemed dubious about this, stated they were suspicious, and told me that there would continue to be a five day hold, and that perhaps my funds would be released then. I am an educated professional, and certainly understand funds being on hold. However, there are several irregularities about this that were inappropriate. 1. I was told there was to be a two day hold. The funds then showed as available, and only after that was a five day hold imposed. This is disruptive to my money management plans. 2. I was not notified of the change in the duration of the hold. There was no email, no phone call. The rep insisted that there must have been, but that I had " misplaced '' it in my email junk file - but then she could not find an outgoing email to me, either, saying perhaps it had been sent by a different branch of her company - which sounded neither nor plausible nor truthful. 3. The bank refuses to even allow me to SEE my accounts or funds online. That part of the interface with the bank is entirely shut down, and she stated that this is deliberate and bank policy, " to protect me. '' When funds have been " held '' in the past by other institutions, I have NEVER been denied access to my own financial information. 4. When I attempted to speak to a supervisor to get to someone authorized to correct what is obviously a series of mistakes, she indicated no one was available. I still have not received a call back. *the representatives name was XXXX XXXX and she refused to give me either her last name nor an identification number within Navy Federal . However, our phone call occurred at approximately XXXX Pacific time on XXXX. "
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

Euclid, OH

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I deposited a business check to the bank. It was for a job I applied for on XXXX. They had me buy money orders and then send them to other places. Apparently the check was fake because it bounced back and I had to pay the money back. The bank blocked my from my account. Now I cant access it even though I paid the money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

San Antonio, TX

Closing an account

Checking or savings account: Checking account

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

Timely Response