NAVY FEDERAL CREDIT UNION

2019-06-05

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

Timely Response

2019-06-05

Lawrenceville, GA

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-06-05

Washington, DC

Problem caused by your funds being low

Checking or savings account: Savings account

Overdrafts and overdraft fees
Complaint: XXXX XX/XX/XXXX I made an withdrawal from my savings account in the amount of {$1000.00}. On XX/XX/XXXX I attempted to withdraw {$1000.00} available funds from my same account, on several attempts of attempting to withdraw the funds, they were not made available, unknown reasons, but not NSF. On that same day, I called NFCU customer and spoke with supervisor XXXX, which she did not identify a reason for the savings account error. After XXXX verified the funds, she manually lifted the savings account error. On XX/XX/XXXX I was made aware that my account was overdrawn. I do not understand how it is possible for my savings account to become overdrawn, NFCU has not cooperated.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-06-04

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

2019-06-04

Cedar Mill, OR

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2019-06-03

Lordstown, OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2019-06-03

Astrodome, 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 non-monetary relief

Timely Response

2019-06-03

Chicopee, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2019-05-31

Inglewood, CA

Incorrect information on your report

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

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

Timely Response

2019-05-31

Tarzana, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I am writing in regards to what I feel is an illegal lending practice. Navy Federal Credit Union is attempting to collect payment for a refinance loan before there is any evidence the loan exists or funds have been sent to the prior lender ( the loan being refinanced ). In summary : 1 ) It took two weeks for Navy Federal to process the loan ( I have never had a loan take more than a day and funds have always instantly released directly to me ). This reigns true to a prior Navy Federal refining loan I received in the past. 2 ) I received an e-mail saying funds have been dispersed and a payment on the Navy Federal refinance loan is due in 14 days, yet : There is no loan listed under my Navy Federal Credit Union Loans and Lines of credit accounts. Funds have not been applied to the loan I was refinancing. The receiving bank ( the loan being refinanced ) is XXXX, there is no reason they couldnt accept loan payoff electronically and instantly since this supposed transfer was bank-to-bank. This entire process seems strange, as I have had 7 consumer loans in my lifetime and never have funds been transferred loan to loan before, the loan funds were always issued to me, into my bank account. Navy Federal is saying it may take up to 30 days for XXXX to process the payment, so now I have two payments due on the same day for two different loans from two different banks on the same {$27000.00} I find it really odd that a payment is due before there is any evidence of a transaction. Typically up to 45 days is the timeframe between loan disbursement and payment due date.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-05-31

Jacksonville, FL

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I filed a dispute with Navy Federal Credit Union ( NFCU ) at my local branch on XX/XX/XXXX for an unauthorized amount of {$320.00} which appeared on my credit card statement on XX/XX/XXXX ( see attachment ) .. NFCU never replied -- by phone or correspondence for this charge that was placed on my account on XX/XX/XXXX, despite frequent phone calls and inquiries from me to resolve this matter. By FCRA and CFPB, NFCU was supposed to send me a letter stating that they were in receipt of my billing dispute within 30 days, and they were supposed to complete their investigation within two complete billing cycles of receiving the dispute ( which generally means two months ) and can not take more than 90 days -- this did not happen. When I contacted NFCU on XX/XX/XXXX to inquire of the status of this dispute, they " supposedly '' were preparing a letter, but six weeks later I never received a letter. Also, none of NFCU 's Customer Service Agents can " read '' me a letter or " email '' a letter to my email address because nothing was ever prepared or sent.. The funny is that I have been receiving promotional offers and my regular billing statements from NFCU with no problem, but this letter from their Dispute Department " keeps getting lost '' ( so they say! ). They were supposed to investigate and respond by XX/XX/XXXX, and now it is over 130 days since I submitted my dispute. When I contacted NFCU on XX/XX/XXXX, the CSR " offered to resubmit my dispute '', but I refused since this dispute which was opened on XX/XX/XXXX, is clearly in my favor because of NFCU 's failure to respond AND correspond to my dispute in a timely manner as required by FCRA and CFPB. For these reasons and by my consumer rights, I am demanding that this unauthorized and fraudulent charge of {$320.00} be corrected and removed from my credit card statement and to credit my account with {$320.00} and any related finance or other charges, and send a correction notice.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-31

Closing an account

Checking or savings account: Savings account

Can't close your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-31

Shalimar, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: NAVY FEDERAL CREDIT UNION ( NFCU ) FAILED : to provide timely lending as they promised & accepted payment for. Their breach in timely service caused the delay in closing of my home purchase, which resulted in my emergency expenses, time demands for coordination, risk of loss of transaction, & risk of loss of earnest money payment. NFCU CLAIM : NFCUs untimely realization of the correct address of the property purportedly contributed to their late ordering of the appraisal. Further, the untimely departure of the NFCU employee handling my account may have been a contributing factor in their purported late recognition of the property address. NFCU CLAIMED SOURCE OF CONFUSION : NFCU received one courtesy copy of a document detailing my offer to purchase a house, however I did not win the bid to purchase that property. On a future date, I contracted to purchase a house & provided the sales CONTRACT signed by myself & the selling owner of the property. Numerous subsequent documents & emails with the ONLY house I ever contracted to purchase were provided to NFCU. Then I paid NFCU for the appraisal of the house. COMMUNICATIONS : multiple verifiable emails, receipted document uploads, legally recorded conversations & phone calls completely prove complete notification of the property address. LOSSES & GRIEVANCES : my losses are more extensive than this form allows for me to elaborate, but briefly, I incurred excess expense due to NFCUs delay : hotels, eating at restaurants, loss of other appliance transactions, loss non-work holiday days to accomplish moving tasks, the closing transaction, & house repairs, unutilized activated utilities, & more. Multiple written requests for due relief have gone unanswered. Some acknowledged requests have been reported back to me incorrectly on subsequent conversations. I believe I have fully exhausted all direct means of coordinating an offset for their negligence.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2019-05-30

Port Charlotte, FL

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

2019-05-29

Riverdale, MD

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

2019-05-29

Lithia Spgs, GA

Attempts to collect debt not owed

Debt collection: I do not know

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

Timely Response

2019-05-29

CA

Trouble during payment process

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX, our closing disclosure with NFCU stated an estimated escrow monthly payment of XXXX. this amount was based off previous years tax payments, which were based off a significantly lower property value ( {$220000.00} ) under the previous owner. We purchased the home for {$440000.00}, and our taxes should have been estimated based off that purchase price. Instead, they were based off a much lower amount. Our escrow payment was {$520.00}, when it should have been {$720.00} all along. On XXXX XX/XX/XXXX, we received notice of the change. Not only will our new escrow payment be {$720.00}, an already large increase of {$190.00}, but we are also expected to pay an additional {$3200.00} either up-front or spread out over 12 months. While I appreciate the option to spread out the payment, I don't think we should be held responsible for NFCU 's clerical error or miscalculation. Had the taxes been estimated based off our purchase price, we would have had the same payment all along with no need for increase. I believe the {$3200.00} should be absorbed by NFCU, as the error is due to their miscalculation.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-28

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

2019-05-28

La Jolla, CA

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-05-28

Atlanta, GA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: I am filing this complaint in an attempt to resolve an issue that has become very frustrating. I was a victim of identity thief in the month of XXXX of XXXX and purchases were made to my credit card without my knowledge. Charges were charged to my business credit card account associated with Navy Federal Credit Union out of Washington DC at two separate store locations. One was XXXX in the amount of {$8300.00} on XX/XX/XXXX and the other was XXXX XXXX on XX/XX/XXXX in the amount of {$4700.00}. On that day XXXX received a text from NFCU asking if I made these purchases or if I was aware of them being made. I immediately replied no and then I received a follow up phone call from a rep at NFCU. I explained to the representative that I did not authorize those charges and that I was not even in the Washington DC at the time. I was in XXXX GA where I reside at my house when I received the text notification. They asked if I still had my card, I put them on hold and checked and verified that my card was indeed in my possession. Apparently the charges that was attempted went through which I don't know why they would allow it when charges that came out of Washington DC should have flagged my account in the first place. I made no other charges to my credit card in that area during that month or any preceding month. They took some other information and said they would review the claim and would follow up with me. In the meantime, the representative asked me to go ahead and destroy the card and a new one would be sent out to me. I did what the rep asked. They also stated they would remove all charges that I claimed were fraudulent off my credit card balance during the review process. Fast forward two months later and the charges were still present on my account and that I realized I was now accumulating interest on those charges. I called NFCU and about the charges and they said the rep that initially reported my claim should have processed to remove the charges but they did not. The rep. apologized and said they would remove all charges claimed along with the interest that accumulated while claim was being reviewed. The charges and interest was then removed my account. Fast forward a couple of more months later and I received a call around the beginning of XXXX in which a representative stated he was handling the review of my claim and asked me again if I had my card in my possession when the charges occurred. I said yes. He then said that is not possible since they received some type of ping that lets them know that the card used during the fraudulent charges was indeed my card. I disagreed of course, but all he said was he would review further and get back to me. About less than a week later the charges showed back up on my account and a letter was sent out stating they denied my claim and slapped me with the charges. I called again and disputed. They said that I needed to file a police report and they would review further. I did file a police report and sent it to them. I also volunteered to try to send them phone records showing I made phone calls out of the XXXX GA during the day the fraudulent transactions occurred. Fast forward a month later at the end of XX/XX/XXXX and they sent me a second denial letter. This is crazy. I never had anything like this happen to me before. I have been a customer of XXXX for 20+ years. I have always made payments on time. I have a business account, business credit card, personal credit card, personal bank accounts and even a mortgage through this bank and I feel as though from day one, they have been trying to find a way to deny the claim instead of working to find out who did this and how did it happen to my account. I have been the one volunteering to provide any information they asked for, but I really only had within a 5 month time span two conversations with a representative and the second time I initiated the conversation which they all they said was a letter would be sent to me stating their decision. They couldn't even explain anything to me over the phone. How do you treat a long time customer like this. The first customer service representative only spoke to me once for less than five minutes to gather information before they decided I was responsible for the charges. I am very careful with my credit and spending. My purchase history will show that I have never spent such a large amount at a time and I do not shop at the businesses where the fraudulent charges were made. I don't understand why their system shouldn't have red flagged these charges in the first place without allowing them to go through. I am requesting that you please help me resolve this situation as I take my credit very seriously and do not want this to have a negative impact on my credit. Please feel free to contact me directly if you need any further information. I attached all documentation I could to further assist. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-28

Dos Vientos Ranch, CA

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

2019-05-25

Lithonia, GA

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

2019-05-24

Occoquan, 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: NFCU has NOT responded to complaint submitted a month ago and did NOT resolve complaint when I went to branch in person. Manager XXXX called and left me a voicemail asking me to call her back but she failed to provide a DIRECT phone number. XXXX????? COMPLETELY UNACCEPTABLE CUSTOMER SERVICE!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-24

Shalimar, FL

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
Complaint: My husband opened a credit card account in my name. I recently found out about this account, filed a police report, met with the Navy Federal Credit Union representative along with a policeman from the Sherriff 's office of XXXX XXXX and my sister in law and my victim advocate. Navy Federal represenattive took the fraud claim information and responded that they found no fraudulent activity as well as a letter that due to the fact we are married, they do not consider it fraudulent. There is no proof I ever applied for this account nor that I ever had use of this account. The balance is a year past due and exceeds {$24000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-05-24

New Orleans, LA

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