NAVY FEDERAL CREDIT UNION

2019-06-20

Chicago, IL

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

2019-06-19

Atlanta, GA

Closing on a mortgage

Mortgage: VA mortgage

Complaint: I wrote this letter and sent it via email to XXXX XXXX XX/XX/2019 Mortgage Production Supervisor XXXX Mortgage Lending Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX XXXX, FL | XXXX NMLS # XXXX Email XXXX Direct XXXX Fax XXXX navyfederal.org Dear XXXX XXXX As a Veteran with XXXX I secured the professional assistance in processing my mortgage request with Navy Federal Credit Union ( mortgage department ) and was provided with XXXX XXXX mortgage loan officer who has sense moved on. Shortly, XXXX XXXX was replaced with XXXX XXXX XXXX to process my loan request for XXXX XXXX XXXX, XXXX, GA XXXX and XXXX XXXX forwards my request to XXXX XXXX XXXX who email and call me regarding a number of request. XXXX XXXX started to concern me when the closing dates continued to be changed. Therefore, I contacted XXXX XXXX to see where we were at regarding the closing date and if he had forwarded the needed paperwork to the VA. These issues started to upset me and landed me in the VA XXXX XXXX XXXX emergency room overnight. But prior to XX/XX/XXXX, my original closing I was remised to call NFCU mortgage office so I call the VA once again to get additional clarity. Therefore, after the conversation with the VA Mortgage department felt that I was being misled by XXXX XXXX in his processing of my mortgage loan paperwork with NFCU to the VA mortgage department. I called the VA Department again and inquired if they have received ANY mortgage paperwork from XXXX XXXX of NFCU and they informed me again they havent. However, the VA Representative XXXX suggested too have a conference call with all parties therefore, I contacted my realtor XXXX XXXX to have a this call with the VA mortgage representative, and XXXX XXXX to explain to me and XXXX XXXX my Realtor Agent at ( XXXX ) XXXX what is going on so we call all be on the same page. The conversation that XXXX XXXX offered during the conference call indicated that he sent the paperwork by email but used an invalid or incorrect email address and the response from the VA Representative informed XXXX XXXX than you never sent anything and that he was incorrect in making this statement to me. The VA representatives told XXXX XXXX that he should have known the correct email address or called them when the file was rejected. Now we are faced with moving the closing date again to XX/XX/XXXX and again to XX/XX/XXXX with the understanding that VA would completed their process by them. But that was not possible from the VA standards. All parties on the phone understood that the VA need more time to complete their process sense they never received the paperwork and that the closing date issues of XX/XX/XXXX wouldnt work anyway, but XXXX XXXX sent me a document ( HUD/VA addendum to Uniform Residential Loan Application on XX/XX/XXXX to signed but the document was prepared/dated XX/XX/XXXX, my original closing date. Therefore, XXXX XXXX couldnt have sent anything to the VA because he needed my signature on those documents. XXXX XXXX processing didnt add up and cause me and my Realtor Agent XXXX XXXX concern once again, so we both contacted you ( XXXX XXXX XXXX to get clarity, but to add to insult with another egregious issues was when XXXX XXXX confirmed to Offerpad of the amount of the VA Appraisal and the value at $ XXXX thus given Offerpad the opportunity to cancel by contract keep my closing funds and not to extend my closing date anymore due the inaccurate filing/processing by XXXX XXXX to the XXXX XXXX XXXX XXXX brought this issue to my attention and I email you ( XXXX XXXX XXXX and XXXX XXXX confirmed this by emailing to you ( XXXX XXXX XXXX as well. This issues led to Offerpad *Seller of the home with an increase value of {$11000.00} to sell the house XXXX another buyer. This cost me money and I am requesting that NFCU Mortgage Department refund the amount of {$450.00} paid for the VA Appraisal, {$1500.00} earnest money, and {$250.00} dollars for my home inspection totaling {$2200.00}. XXXX XXXX actions and non-action to process my paper properly and disclosing my personal information regarding the VA Appraisal value was criminal in the mortgage industry. I have been given some legal advice on this issue among major five star realtors and mortgage companies in XXXX, Georgia and they all agree that this shouldnt have happened especially with XXXX XXXX disclosing my personal information to the Offerpad the Seller. From my last email to you and XXXX XXXX you indicated the XXXX XXXX was on medical leave for a month, therefore you have time to review my request and conclude so I can be made hold. Regards, XXXX XXXX XXXX XXXX. XXXX Cc. XXXX XXXX XXXX XXXX Realtor ) cc : XXXX XXXX, Supervisor XXXX Mortgage department Cc. XXXX XXXX, Esq. The document enclosed that XXXX XXXX never forward the paperwork to the VA when he said because the document was email to me on XX/XX/2019 and signed and returned the same day. Therefore, is was impossible to closes on XX/XX/XXXX, because the VA had not recived the paperwork yet. To many deceptions and falsehoods.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-19

Fair Hope, AL

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Please reference CFPB Complaint XXXX-XXXX. Sixteen months after I discovered that Navy Federal 's removal of my name from the mortgage ( ' ... because we're not using your VA certificate. But don't worry ; nothing will change. ' ) meant that with the sudden death of my spouse in XX/XX/XXXX, access to anything about the mortgage including making payments became complicated and time consuming : NFCU finally completed the mortgage assumption paperwork after being educated by VA Loan specialists that they were legally prohibited from charging me closing costs or anything other than a {$50.00} transfer fee. On XXXX XX/XX/XXXX all the papers were signed and the assumption was completed. By the XXXX, everything was recorded. On/about XX/XX/XXXX I contacted NFCU Mortgage Department by phone and was advised by XXXX that the mortgage should show up in my online account no later than Friday, XX/XX/XXXX. It did not. I sent a secured message asking for the status and was advised that someone would contact me within five business days when the updating process was completed. That was on XX/XX/XXXX. No one has contacted me, the mortgage is not listed among my online accounts and I have no access at all now because the previous account number under my husband 's access has been deactivated. At least Navy Federal is consistent in their lack of timely contact and inability to process mortgage-related paperwork accurately. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Subject : Mortgage Assumption Online Access Navy Federal Response XX/XX/XXXX : Thank you for using Navy Federal 's eMessaging Service and for bringing this matter to our attention. We are currently updating your file in our records. An Assumption Specialist will contact you once this process is completed, within five business days. If we can be of further assistance, please let us know. Your Message XX/XX/XXXX : We completed the paperwork on XX/XX/XXXX and I received a refund check two weeks ago from the title company. Earlier this week I spoke with XXXX in the Mortgage Dept and she thought the mortgage should show up online by today. Nothing yet. Could you please check on the transit of the paperwork through the bowels of NFCU? I'd like to be able to make payments online instead of going through telephone representatives. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-19

Jacksonville, FL

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

2019-06-19

Newark, CA

Incorrect information on your report

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

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

Timely Response

2019-06-18

Brooklyn, NY

Getting a line of credit

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

Complaint: I applied for a credit card with Navy Federal, I was approved for a {$500.00} limit with an XXXX XXXX card, when I received it the account was closed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-18

Nashville, TN

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

Timely Response

2019-06-18

Patterson, MD

False statements or representation

Debt collection: Auto debt

Attempted to collect wrong amount
Complaint: My names is XXXX XXXX Executor Of My Son, XXXX XXXX XXXX. He was killed in a XXXX XXXX that wasnt his fault on XXXX. He was a XXXX yr old XXXX XXXX. His father, XXXX were XXXX. He just bought a 2019 XXXX XXXX financed through XXXX XXXX. The Survivor Specialist just informed me they no longer offer Payment Protection/ Debt forgiveness as of XX/XX/XXXX. That would have paid his Loan off. Yet it is still advertised in there Survivors Guide. I am totally shocked that a XXXX dollar bank would expose itself and its members to such hardship. Its very reckless of the company. Please advise.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-18

Sylvania Township, OH

Incorrect information on your report

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

Information belongs to someone else
Complaint: Someone opened up fraudulent accounts in my name : XXXX XXXX. on XX/XX/XXXX for XXXX Navy Federal XX/XX/XXXX for XXXX XXXX, XXXX. XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-18

Oxford, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: Navy Federal is reporting a credit card account that I was an authorized user on. I removed myself from the account. However the account is showing on my credit report as a closed account reporting negative payment history and the account was terminated. I was no longer on the account as an authorized user once the account when negative. Also as an authorized user I am not financially obligated for the balance of this credit card. Therefor the account should not be able to cause harm to my personal credit file in the way that it has. On the grounds of the Fair Credit Reporting Act- If the creditor is reporting any inaccurate and incomplete information, the account must be removed. The account list as Responsibility : Terminated and Remarks : Account closed by consumer one account can not have both status. Either the account was closed by the consumer or terminated by the Financial institution. Please not there is not an account number provided on report. NAVY FEDERAL CR UN Last reported XX/XX/XXXX Reported balance : {$0.00} Credit limit : {$24000.00} You're using 0 % of your account 's limit OVERVIEW Credit limit : {$24000.00} Minimum monthly payment : {$0.00} Opened : XX/XX/XXXX ( 2 yrs, 7 mos ) PAYMENT HISTORY You've made 79 % of payments on time J F M A M J J A S O N D XXXX green_status XXXX green_status green_status green_status green_status green_status green_status green_status green_status green_status red_status red_status red_status XXXX green_status green_status Current red_status : Not current Last payment : XX/XX/XXXX Payment status : Current Amount past due : {$0.00} Worst payment status : 90-119 Days Late ACCOUNT DETAILS : Account status : Closed Type : Credit card Responsibility : Terminated Remarks : Account closed by consumer Times 30/60/90 days late : 1/1/1 Closed : XX/XX/XXXX 2017
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-06-17

Bay Hills, NY

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

2019-06-17

KY

Fraud or scam

Money transfer, virtual currency, or money service: Debt settlement

Complaint: On XX/XX/2019 I went to South Carolina to begin my XXXX XXXX for the United States XXXX while down there I had none or very little access to phones, internet and even my money because we were training to become XXXX but while I was down there my banking account had been compromised with navy federal leaving me with XXXX cents due to atm withdrawal fees over XXXX $ During the time I was in XXXX XXXX which I didnt need know where near that kind of money and the atm chargers where nowhere near close to where I was at the time and I told navy federal I could prove it with documentation I was in XXXX XXXX. when I had got my phone back after two months on XX/XX/XXXX family day and checked my bank account I found out somebody had stole my identity and acted like me guessing my code word to navy federal and changed the pin to my lost/stolen card because I didnt give anyone permission or know anyone personally who would steal my money and the police are investigating now to access it so I changed everything about my navy federal account new routing number, new pin, new code word. I asked did they need any of my documentation for the credit provisions they were giving me and do I file a police report with them or the cops and I did it with the cops they told me no even though I couldve provided it so on XX/XX/XXXX I was negative the balance that was stolen from me and the credit provision so I called navy federal they were very rude and little to no help at all the call center representative told me I was denied because a third party who we both dont know who it is, said I gave written permission to spend my money so they denied it without even verify sources after I told them I dont know who stole the money and my card was lost then stolen that was the second time they let somebody act as me on behalf of my account the fraud supervisor XXXX or something hung up on me after she said she couldnt do anything to help me which was very rude. I just want to get my money back and how does navy federal keep letting my account get compromised if I try to go threw all these precautions measures to not!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-17

Shulerville, SC

Credit monitoring or identity theft protection services

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

Didn't receive services that were advertised
Complaint: I have XXXX identity theft restoration assistance.The website states that you should call the XXXX if you suspect your a victim of identity theft and they would help you restore your identity.But they told me that they would not set the product up and after arguing about 20 minutes to a 30 minutes just to get the manager to allow them to let me purchase the product.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-17

Ellicott, MD

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-06-17

Norfolk, VA

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

2019-06-17

Scottsdale, AZ

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: Was on a reduced interest plan due to over extension in regards to bills, which appears to have expired in XX/XX/2019 with not written or phone communication informing us the plan was or had ended. I call in on XX/XX/2019 to speak with personal finance to apply for assistance again. My financial information was taken income/expenses over the phone, for an interest rate reduction. I was informed that I would hear something bad within a few days. On XX/XX/XXXX, I call back into Navy Federal and was informed there was no record of the conversation, and was transferred to someone to resubmit my financial. Please note that all payments were automatic electronically payments on the 1st & 15th of every month. I have been making the payment in good faith since the approval of the plan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-16

Philadelphia, PA

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Complaint: I've tried several attempts to resolve this matter with the company listed below. After several attempts I have been forced to file a police report and also seek legal advice against the account listed. In addition please find attached a copy of the police report and DC number that was provided to me when report was filed. In addition I would like these accounts to be removed from my credit report. As I have asked before. These accounts are part of fraud and should be removed from my credit report immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-16

Belle Haven, VA

Problem when making payments

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

Complaint: On Saturday XX/XX/2019 and today XX/XX/XXXX I have attempted to transfer funds to my navy federal loan and my navy federal personal line of credit but I have been unable to do so because their online site and their mobile app are both down when visiting the online site there is a notification of the outage being planned but you will only see this after you attempt to log in. There were no indications of a planned outage at their ATM, via a email or text and nothing shown on their website or app in advance of this outage. Customers could have planned in advance for banking transactions if they had known of this " planned outage ''. For me this is causing a tremendous issue because I have a loan payment and A checking line of credit line of credit that is due on the XXXX. In my current situation if I do not have it posted to my account before the XXXX my payment will be reported XXXX days late. This outage should have been something that customers were notified of in advance again so that they could prepare in advance, additionally this outage seems to have been planned on a weekend preceding the due date of thousands of customers credit card accounts, personal line of credit, checking lines of credit, and loan due dates which would be the date of the XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-15

Brooklyn, NY

Opening an account

Checking or savings account: Checking account

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

Timely Response

2019-06-15

Jacksonville, NC

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

2019-06-14

Atl, GA

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

2019-06-14

Bostonia, CA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Navy Federal Credit Union LN XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX & XXXX XXXX We have had many issues on this short sale file that need to be addressed. Please be aware that we have already spoken to the VA about this file : 1 ) Documents sent to the negotiator XXXX XXXX XXXX at her request have been sent multiple times and have disappeared and have needed to be resent. Does Navy Fed not have a document management system for its loss mitigation purposes? 2 ) Requests made once the NOV was returned on the property ( we will discuss the issues with getting the VA appraiser into the house later ) seem to be outside of VA guidelines and include : a ) Cutting the commission to 5 % ( we have confirmed with the VA that this request was not made by them and a 6 % commission is within their guidelines. b ) Removing the seller side title insurance from the estimate -- - also NOT a VA guideline c ) Removing the Natural Hazard Disclosure fee ( which is required by the State of California that the seller provide for the sale ) NOT a VA guideline. 3 ) We have never been able to get ahold of the negotiator, nor has anyone in your front end. Now we know that this can happen when file loads are high, but when the VA appraisal was ordered and we showed up to let the appraiser in someone had changed the locks. We called Navy Fed with the appraiser present and was told that XXXX would contact the VA and find out who went out as no sticker or notice was placed on the property. Two weeks went by with us continually calling into Navy Fed asking who had gone out there to change the locks and we were continually told that the negotiator was following up with the VA to find out -- - we have been told that that never happened. To add injury to insult, we received a call from Navy Fed asking us if the appraiser had gotten in a week into this ordeal when I asked if anyone had read the notes or contacted the VA I was hit with silence. In the end, we, not Navy Fed, were able to track down the third party vendor hired even though the vendor had not labelled the property. I would like to know the following. 1 ) Why are documents being lost multiple times 2 ) Why on a VA loan are guidelines not being following ( is Navy Fed reporting to the VA that those funds were charged against the NET and then keeping the money? It may sound crazy but both XXXX and XXXX XXXX tried similar schemes and were caught ) 3 ) Why no communication? If your employees dont have time to work the files, just tell us you are backed up. Please dont lie to us about making calls to investors that never happened.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Las Vegas, NV

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: The following scenario was explained to my bank Navy Federal Credit Union and supporting documentation of emails to and from XXXX XXXX as well as XXXX Claims forms were uploaded on XX/XX/2019. The situation is as follows : ***Undelivered order : XX/XX/2019 order # XXXX {$340.00} XX/XX/2019 order # XXXX {$140.00} XX/XX/2019 order # XXXX {$190.00} XX/XX/2019 order # XXXX {$220.00} An email stated my packages were delivered on XX/XX/2019 for orders # XXXX and XX/XX/2019 for order # XXXX. Upon not receive the first 3 orders, I contacted XXXX XXXX on XX/XX/2019 and was told I needed to complete claim forms for XXXX and email them back to XXXX XXXX. I waited a few days and then did not receive the final order so I filled out the claim forms and sent them to XXXX XXXX at XXXX XXXX on XX/XX/2019. I received a response from XXXX at XXXX XXXX on XX/XX/2019 stating that XXXX confirmed that the shipments had been " lost in transit '' and she asked if I wanted them to reship the orders or issue a refund. I asked or a refund. The refund was not issued so I attempted to contact XXXX XXXX again via email on XX/XX/2019 and received a generic message stating they would get back to me. At this point I filed a chargeback with my credit card company. XXXX XXXX claimed to them that the merchandise was delivered despite advising me otherwise in both an email and in response to a XXXX complaint. The merchant confirmed through both mediums that it was not received and that they indeed offered reimbursement. *** On XX/XX/2019 the provisional credit placed on my account by Navy Federal Credit Union was reversed. I called them that very day and was told that my claim was entered as " merchandise not received '' as opposed to " refund not issued. '' I was told to resubmit the documents and the claim would be reissued and I should have an answer in 7-10 days. I hadn't received a verdict so I contact NFCU XX/XX/2019 and was told that because the merchant stated the product had been delivered that they could not resubmit the chargeback and that I would have to take it up with the shipper. I told them I had already filed a claim through the merchant with the shipper ( XXXX ) and was informed that XXXX processed and reimbursed the claim to the merchant ( XXXX XXXX XXXX stating that the merchandise was " lost in transit ; '' at which time I received an email from XXXX XXXX XX/XX/2019 stating they would issue a refund. Navy Federal then proceeded to tell me that there was nothing they would do be able to do from this point forward despite the overwhelming evidence including correspondence from the merchant and the shipper stating that I did not receive the package. This is unacceptable, you expect that when a merchant does not deliver goods or at the very least if they offer reimbursement for a legitimate claim that they would keep their word and refund the customer 's money and that Navy Federal would advocate for their customer. I did everything I was supposed to do as the consumer ; I contacted the merchant, filled out the claims forms, requested refund, waiting for said refund, filed with my bank when refund was not received with all pertinent documentation and because of Navy Federals mismanagement this predatory merchant is essentially getting away with fraud. I have never received such poor customer services from a bank. Navy Federal now claims they can not seek reimbursement because of the initial filing was coded incorrectly. Being that it was their mistake, they should rectify this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-14

Perris, CA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-13

Escondido, CA

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