NAVY FEDERAL CREDIT UNION

2019-07-18

Savannah, GA

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

2019-07-18

Columbia, SC

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-07-18

Brewton, AL

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

2019-07-18

Lemoyne, PA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have a 1st mortgage with XXXX XXXX. The loan investor is XXXX XXXX. I have a 2nd mortgage with Navy Federal Credit Union. XXXX XXXX will only allow a total payment to Navy Federal Credit Union of $ XXXX as part of the short sale and Navy Fed is refusing to consider this amount. Navy Fed is demanding $ XXXX. I simply want this escalated to a department that can possibly override the collection dept. of Navy Fed to see if someone can reconsider the $ XXXX offer from XXXX XXXX and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-18

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-07-17

Los Angeles, CA

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

2019-07-17

Orlando, FL

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

2019-07-16

Rehoboth Bch, DE

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: In mid XX/XX/2019 I was approved for a HELOC with Navy Federal Credit Union, who also have my home mortgage. At this point I had spoken to no lass than 4 different loan reps, and had consistently gotten varied information from all of them regarding the APR and various loan details relating to HELOC equity mortgages. By the time I was ready to close on this loan, the interest rate had gone up from what I had seen during my initial investigation of NFCU 's various equity type of loans. The first and only % rate that was referred to on their intro equity loan/line section was 5.75, possibly even lower. By the time the process was complete they reported that my rate was going to be 9.25 %, down to 9 % if I signed on for automatic payments from my NFCU checking/shares accounts, which I agreed to reluctantly, since I was almost ready to cancel the application - based on confusing, poorly explained incremental rate increases throughout the process, the first of which I recall was around 7.5 %, and the explanation for why it was higher at that point, was so inadequately explained that I actually can not recall what it was. Then higher, at some point, finally ending up at 9.25 %. The justification for this higher rate ( 3.75 % higher that the rate I had initially seen ), had to do with the LTV that they came up with. When I asked for the comps the LTV for my home were based on, this final loan officer or agent said " it's just a standard procedure done by companies that specialize in doing this ". I asked for the company 's name, where they were located, and how could I be sure it was accurate, she simply continued to use the " it's no big deal - just a standard procedure '' attitude, thus brushing it off and never providing me with any details, or even the company identity I requested. How can I be sure that this company and NFCU don't have a conflict of interest of some kind, like possibly their CFO or a key board member having a interest in this company, thus providing additional income for NFCU based on arbitrarily derived LTV numbers, so as to be able to raise interest rates for their VETERAN members. I am a 100 % service connected XXXX XXXX XXXX XXXX combat Veteran, and a 30 XXXX XXXX XXXX. My career began the year after I received my 4 year degree from XXXX, and it ended when my XXXX symptoms and medical issues related to my service in the XXXX began to worsen greatly, to the point that I was no longer able to work. Do they have any clue about my military service and the sacrifices I've made for my country.and even if they did, do I believe that they really care at all? Not likely, I have seen several indications over the years that cause me to believe that, aside from their limiting their services to Military members and Veterans and their immediate families, they are exactly the same as any other profit motivated banking/financial organizations. Therefore, how can I believe that they do anything different in their policies or the services they provide, to benefit the Veteran community in any significant way. Don't get me wrong, I do value their banking system, which is fairly efficient with some policies, like overdraft protection and a few others being oriented toward higher customer satisfaction. The little details like their reps always thanking us for our service consistently might seem like a minor thing, but to Vets like me who've seen the worst in war, and were rejected upon our return, it does mean quite a lot. But when it comes to financial products that they offer, their motive is exactly the same as all the rest - profit, as much as they possibly can. There are crooks and scams everywhere you look, so why should I believe they have no shady dealings going on, just because they only work with Veterans, and are a credit union. What I demand to know is who the company is that gave them the highly questionable LTV rating for my home, and how did they get to be a go-to company for this service with NFCU. My neighbor and I looked into all the home sales over the past 2 years in our development and a few nearby as well, and 85 % of them were in the low to upper XXXX XXXXs. In my case this company came up with 3 in the 300s, and one at around 245, just low enough to allow them to use some hidden rule that allows them to raise your rate. I want this company to be investigated to see just who owns it, who it's board members and management are, and do they have some hard to detect connection to this credit union in any way at all. My only alternative would have been to hold up the processing of my loan, while I found a local appraiser to do a full appraisal - @ XXXX XXXX.+.which I wasn't willing to do, since I had plans already made for some of my equity, which were time sensitive, so they had me in a corner, and I was forced to make the decision that I did. Without being assured or satisfied with how they came up with their highly suspect LTV number.+
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-16

Brooklyn, NY

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

2019-07-16

Henderson, NV

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-16

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-15

Plymouth, FL

Other features, terms, or problems

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

Other problem
Complaint: The CFPB has been contacted in hope the collections department at Navy Federal Credit Union will take my complaint more seriously. I've already spent numerous hours, loss lots of sleep, and experienced tremendous anguish over the error caused by their collections representative. The issue arose from being transferred to the collections team by a NFCU credit card representative. She indicated the collections department was the only area to assist with refunding late fees. Consequently, what I experienced was a malicious and possible illegal tactic of that representative. He placed me on hold/mute and created an authorization to debit my checking account. This was NOT something he read disclosure on or verified my permission to do. As such, his act started a series of events that would require multiple individuals, emails, and processes to keep me from incurring NSF charges from outside institutions. It was simply wrong of him to do. My attempt to address the issue occurred the day the draft happened. I spoke to a collections supervisor and that person 's supervisor. Neither were willing to assist, so I asked to have the matter escalated. What I received was a phone call later that evening from the original collections representative 's supervisor. In that conversation, I was essentially told I was to blame for the error. What is this complaint about? ( A phone call into the Collections the department that prompted an unauthorized draft to my checking account ) What type of problem are you having? ( The unauthorized draft created an overdraft, an insufficiency that caused a return status on my account ) What happened? ( It has been excruciating to address the repercussions of that unauthorized transaction ) What company is this complaint about? ( Navy Federal Credit Union 's credit card collections department 's use of illegal tactics in collecting monies ) Who are the people involved? ( I don't know the name of the person who processed the unauthorized request, however I did speak to a collections supervisor named XXXX and his supervisor XXXX ) I recognized this error occurred very early on the morning of XX/XX/XXXX and reached out to the checking customer service team. They were able to aid with the overdraft and returned item. Later in the morning I spoke with the credit card collections team and was told XX/XX/XXXX is the date permission was given to debit my checking account. I can't emphasize enough that the representative never ASKED me if it was okay or read any type of disclosure. They acted in error and created tremendous harm. Yet, no act of consideration or reciprocity has been given. I'm open to any act that is fair for the harm that has been done and am grateful the CFPB created this platform for the consumer. I look forward to a prompt response. XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX XXXX P.S. There is still a credit balance sitting on the credit card as the representative not only took monies without permission, but he exceeded the balance that was on the statement ( he really did a horrible job ).
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-15

Avondale, MD

Opening an account

Checking or savings account: Other banking product or service

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-15

VA

Getting a credit card

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

Application denied
Complaint: Please read from bottom to top. This is my correspondence with Navy Federal Messaging service. Subject : Credit Card Denial Your Message XX/XX/2019 : Which is it? First you say it's my credit limited credit history, but I quickly disproved that. Now, you say it's all of these other things, that can also be disproven. With an XXXX credit score with XXXX, a household income of {$170000.00}, and 15+ years of credit history ; I find your explanation hard to believe. With an XXXX credit score with XXXX, a household income of {$170000.00}, and 15+ years of credit history ; I find your explanation hard to believe. I know my credit repayment history ( excellent ), my debt to income ratio ( XXXX ), credit utilization, ( XXXX ), payment history ( 100 % on time ), Derogatory remarks ( none )! This leads me to believe your internal lending guidelines has race criteria and it was used in evaluating my application. If this was not the case, my caucasian friend, another applicant, who has half of my credit history, significantly less income, credit score, and terrible payment history, would have been denied credit as well, but not only approved, but given a {$25000.00} " unsecured '' credit limit. This is discrimination all day and it's common practice for lending institutions, like yours, to rely of your " internal '' lending guidelines to secretly discriminate. Complaints will be filed! No further actions or communication is required on your part. Navy Federal Response XX/XX/2019 : Thank you for your response. Like most financial institutions, we have adopted a rate scale which assigns rates based on specific risk factors that include income, credit repayment history with both Navy Federal and other lenders, debt-to-income ratio, and credit utilization. As part of this process, lenders may choose from different credit models that are available from the credit bureaus. Lenders will pick the model that they feel best suits their financial need. Therefore, the score that we obtain may differ from that of other financial institutions, or those obtained directly from the bureaus. A letter has been issued to you via mail with your Navy Federal score and additional information in regards to your application decision. Although we can not provide your with our internal lending guidelines, we can advise that based on the limited credit history provided by XXXX, we are unable to grant an unsecured credit card at this time. If you have any further questions or concerns, please let us know. Your Message XX/XX/2019 : What exactly is a " Navy Federal Credit Score '' and where can I find this score? I am aware of XXXX XXXX, XXXX, and XXXX, but didn't know about Navy Federal. What are your minimum guidelines for credit? I have 14+ years of credit history, what is the standard? Navy Federal Response XX/XX/2019 : Thank you for your message. We have conducted a second review of your application. Unfortunately, based on our lending criteria, your Navy Federal credit score does not meet the minimum guideline for credit at this time due to limited credit history. Although this request has been denied, it does not mean that future requests will be disapproved. Navy Federal evaluates each credit card application using the same lending criteria. Navy Federal does not discriminate and did not do so in this case. If you would like additional information regarding the credit bureau information used in our decision, you may contact XXXX XXXX at XXXX. Navy Federal obtained your credit information on the date of XX/XX/XXXX. Please provide this date to XXXX XXXX in order to receive the most accurate information. If you have any questions, please let us know. Your Message XX/XX/2019 : I just applied for a credit card with an excellent credit score and over $ XXXX a year in income. If I didn't think I would be approved for this card, I would not have applied. ( Hard credit inquiries ) My race wouldn't have anything to do with that .... would it? My XXXX friend, who told me about the card, just applied and was quickly approved. What's going on? There is no need for me to wait on a letter explaining you denial of my application, this is ridiculous and unacceptable!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-12

MD

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Can someone explain to me why, when I make a purchase using my debit/atm card the amount is immediately taken out of my checking account BUT BUT when I return an item and the company I bought from process a refund it takes DAYS to get the credit for that refund????? It is unfair. Why is this allowed to happen???
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-12

Saint Charles, MD

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-12

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

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

Timely Response

2019-07-12

Keyport, WA

Managing an account

Checking or savings account: Savings account

Fee problem
Complaint: Im filing a complain in regards to XXXX. Pryor to XX/XX/2019 every time I log in to my XXXX account either to buy or send money I made sure I had enough money in my account. Also there were never any indication that I owed XXXX any money. I log on so many times never I saw I owed them money. On XX/XX/XXXX I check my money market with NFCU because I have an allotment that goes in the account to pay for debt consolidation. That debt consolidation or required from my husbands work. I have missed 2 payments because of what XXXX did to my account. If were not able to cover those 2 missed payment my husband will at risk of loosing his job since he is a government employee. There is no money in that account only the allotment every 2 weeks that comes in to pay for are consolidation. On XX/XX/2019 XXXX went into my money market account 15 times. ACH transactions, ranging from .XXXXcents to .XXXXcents. NFCU charge my account 15 times {$29.00} of returned check fee. XX/XX/2019 XXXX ACH into money market - 25 times. NFCU - charge me 25 NSF fee of {$29.00} XX/XX/2019 XXXX ACH into money market 8 times. NFCU - charge me 8 NSF check fee {$29.00}. XXXX XXXX ACH into money market 23 times. NFCU charge me 23 NSF fee {$29.00}. On XX/XX/XXXX log in to my NFCU account to check if I still needed to add to the {$400.00} that came in to pay my bill. But all I saw is that it was negative and the {$400.00} hundred was gone and went towards the charges. I then called XXXX but that was a nightmare. I kept on explaining to them that my money wasnt my prepared payment that they dont have the right to go into that account. But they werent hearing what I was saying like talking to a robot. So I called NFCU to try and plead with them but there was nothing they can do because XXXX has done this to me before but it was only {$300.00} plus and NFCU remove all the charges. So I had put a stop payment for 1 month in regards to XXXX. XX/XX/2019 XXXX went to into money market 31 times. NFCU charge me 31 NSF check fees {$29.00}. I called XXXX again but just the beginning of the conversation I knew they were gon na try and work something out. With frustration I just hang up the phone. I then called NFCU to try and plead with them again because my husband got a warning from work because we missed a payment. and we were practically home less as we just lost are home. So NFCU decided to take {$630.00} worth of charges off. I was very thankful but there was still a lot that I owe. The allotment that was coming in that we could of used for shelter went towards the charges. I also had question NFCU why XXXX was able to still run ACH transaction when I have put a stop payment for XXXX. XX/XX/2019. It was 9 times same amounts. NSF charge was 9 {$29.00}. The answer was it was already in process the time that I put the stop payment. The total of all the NSF check fee charge is {$3200.00}. Money I dont and the money that went towards to pay for charges was {$800.00} money we really need. I dont believe I should be responsible for all this fees. Ive reach out to XXXX but it was a waste of time. Reach out to NFCU both times the reps that I spoke with were very kind but the manager could care less.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-12

WA

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: Navy Federal Credit Union shows the minimum payment due as {$0.00} to authorized users on credit cards regardless of what the minimum payment actually is. As a result, in situations such as a military deployment in which the primary user is away and the finances are handled by a spouse ... They trap their customers into paying fees by providing deliberately false information. I could understand if their security model simply protected this information from authorized users. However, there is no excuse for providing false information.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-11

MO

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have disputed and requested the Method of Verification for this account many times, all without an response. Also this very account was moved in XXXX, XXXX due to identity theft, however it was reinserted between the months of XX/XX/XXXX and XXXX of XXXX. And by the laws of the FCRA as my consumer rights, a company can not reinsert an account without giving a 5 day notice to do so, and on any occasion this did not happen. I'm demanding that this account ( Navy Federal Cr ) be removed from the credit reporting agencies immediately. Being a victim of anything is not good, but continuing to be one is painful. Not sure which is worse getting my identity stolen or constantly going thru this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-11

Louisa, VA

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I have applied for a debt consolidation loan to pay off all of my debt vice my home and two cars. The denied stating non-factual reasons. Amongst them are pay my bills late and serious delinquencies when I explained this was the fault of XXXX XXXX and not me and stating the primary reasoning having something to do with my account which is bull. Ive been a member with them 17 years, had several loans with them and never missed a payment. I think I am being biased against because I have XXXX and a XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-11

Lithonia, GA

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2019-07-11

San Jacinto, CA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I transferred money to my Navy Federal Credit Union card from a XXXX XXXX XXXX that I believed belonged to my employer. There were six transfers beginning XX/XX/2019. After the initial transfer, I went to an XXXX store to make the purchases. I was warned of a scam that involved XXXX gift cards purchased after 10k was transferred into a person 's checking account where the cash was available next day but once the items were shipped it was discovered the money wasn't there. I was purchasing XXXX phones and shared that the bank had put a 7 to 10 day business hold on the transfer before the money was made available. Though it was different than the scenario given to me, I went home and contacted the bank. I was told that Navy Federal holds any 3rd party transfer over {$500.00} for 7 to 10 days because in the past the funds were not available to be pulled after the previous 3 day hold was released. So I stated that the additional payment hold days were incorporated to ensure that the money was there and the customer service agent said yes. She said if I was on the account she could call the bank and verify. I told her that the account was not in my name because I had checked due the information the XXXX manager had given me. I waited for the hold to end and it did. The money was applied to the card. I made five more transfers after that believing the transaction to be legit from the information I had been given about the payment holds. I kept checking my bank statements even taking pictures each time to record the activity there was no payment reversal until XX/XX/2019 when Navy Federal attempted to pull all six transfers at once, more than a full month after the first transfer. When I spoke to a rep, he said that the money had been credited to the card not pulled from the XXXX XXXX XXXX account. I told him about my conversation with the rep after my first transfer and he agreed that the money is drawn on the third day when the amount is less than {$500.00} and after 7 to 10 business days for amounts over it. I asked why wasn't I notified that the money was not drawn from XXXX XXXX XXXX but credited by Navy Federal. If I had been notified I could have walked away rather than believing the transfers were being processed. I was given bank account information to cover all transfers but the rep advised against it because it seem to be a scam. I told him that I would like the account investigated to see if it was legitimate because I couldn't afford to pay back $ XXXX. I had to make a payment to my card after I was locked out of my account. When the collections department called me, I informed the rep of what happened and asked if there were notes of the investigation. He said the note was there but he was calling to collect a debt. My credit card payment prior to these events was the XXXX of each month so there was no reason for the call yesterday by collections other to let me know I was responsible for the money even though Navy Federal didn't draw the money or alert me to anything until XX/XX/XXXX. I filled a scam complaint after leaving the XXXX store, froze my consumer report, pulled my credit card and filed a case online with the FBI after making the first purchase at the XXXX store. I figured better to be safe and protect my identity should it be a scam. With the transfers going through, I believed it to be a legitimate transfer because each transfer was held for the 7 to 10 business days. Navy Federal needs to check its internal practices and people. The second transfer should not have gone through if as the rep stated, an attempt to pull the money was made and the funds were insufficient.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-07-11

Emerald Isle, NC

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2019-07-11

Clarksville, TN

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response