NAVY FEDERAL CREDIT UNION

2019-03-20

Fort Washington, MD

Applying for a mortgage or refinancing an existing mortgage

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

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

Timely Response

2019-03-20

Garden City, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-20

Newport News, VA

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

2019-03-19

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

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

Timely Response

2019-03-19

Shalimar, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: On XX/XX/2019 at approximately XXXX I called Navy Federal Credit Union to place a security word for all my accounts at NFCU , also had a note added to accounts that stated " No deposits are to be made unless account member is physically present and ID is used to verify, also a phone call to verify. On XX/XX/2019 a deposit was made into a mortgage account that is solely in my name, I was not present nor no verification was attempted by NFCU as I had previous requested. On XX/XX/2019 at approximately XXXX I called NFCU and talked to a represenitive from accounts ( did not get name nor employee ID number ) I explained what had happened and why my request was not being honored by NFCU , employee could not answer my inquiry and transferred my call to collections dept. I then spoke to a XXXX employee number XXXX and again explained what had happen and why my request was not being honored. XXXX stated that " NFCU does not refuse any deposits into accounts ''. I then asked her " even if the person who is making the deposit name is not on the account? ", she stated " yes ''. I asked her to check with the security dept. to see if anything could be done or what are the rules that apparently allow this to happen. XXXX put me on a brief hold and then returned and stated " NFCU does not refuse any deposits into accounts ''. I said thank you and hung up. This is my complaint, it is very freighting practice that anyone with an account number has this kind of access no matter what the reasoning is and is able to deposit without member being aware of what activity is happening to their accounts. I had placed this security measure ( for my own reason ) on my accounts and my request was not honored, this needs to be resolved and if can't, this complaint needs to move forward. thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-19

NC

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: My husband and I recently separated. On XX/XX/2019, I paid my car payment ( {$620.00} ) out of mine and my husbands joint account. On XX/XX/XXXX, I noticed the payment had been reversed and put back into our joint account. I called Navy Federal Credit Union and found out he had called and reversed the payment. On XX/XX/XXXX, I transferred the {$620.00} to my account ( his name is not on that account and has never been on that account ) and paid my car payment again. When I checked my account the next morning, the payment had been reversed again. This time, the money went back to an account that I do not have access too. Therefore I was unable to get that money back. NFCU told me that since his name was on the loan, that he was entitled to the money on that loan. However, my problem is that when the payment was reversed, it should have never been put into an account other than the one that it came out of. I spoke with a few different people at NFCU and was never able to get this resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-18

Garrett Park, MD

Problem with cash advance

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

Complaint: XXXX XXXX, Resolution POA Specialist, XXXX, extension XXXX, has blocked the account and refuses to allow the member or the Power of Attorney Representative to withdraw any of the funds or transfer the funds. She wants the account closed and the funds to be paid to her. She has responded to the XXXX XXXX XXXX that the member may close the account over the phone or in writing but refuses to transfer the funds to another account, release the Power of Attorney. XXXX serving XXXX XXXX DC XXXX XXXX Pennsylvania Print To : XXXX XXXX XXXX Subject : Message received from the business about your complaint This message originally read on XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX XXXX : Complaint ID XXXX ; Navy Federal Credit Union Dear XXXX XXXX : The company responded to your submission and we are passing it along to you. The contents of this message are below or attached. Please respond to this message in written form within 10 days. The text of your complaint may be publicly posted on XXXX Web site ( XXXX reserves the right to not post in accordance with XXXX policy ). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. XXXX may edit your complaint to protect privacy rights and to remove inappropriate language. Sincerely, XXXX XXXX Dispute Resolution Analyst XXXX Phone : XXXX MESSAGE FROM BUSINESS : This is in reference to the follow-up complaint we received on XXXX XX/XX/2019 from the XXXX XXXX XXXX on behalf of XXXX XXXX XXXX. The complaint was originally assigned an ID number of XXXX. We have reviewed XXXX XXXX concerns. Navy Federal reserves the right to decline a Power of Attorney ( POA ) if the document does not meet our standards. Should the Principal choose to close her Navy Federal accounts, she may submit her request in writing if she is unable to do so by visiting a branch or contacting us by telephone. If XXXX XXXX has any questions, she may contact XXXX XXXX, XXXX XXXX XXXX, at XXXX, extension XXXX, between XXXX XXXX. and XXXX XXXX., Central time, Monday through Friday.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-15

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 had our vehicle loan for a XXXX XXXX ( XXXX ) for 8 years now. We agreed to a 7 year loan, but had four deferments that we took out, extending the loan for another year. We agreed to that too. When that year came to an end, we received a letter stating we still owed {$5000.00} plus taxes on it, making that over {$6000.00}. They told us they could refinance that, or repossess the car. We had no clue this was going on and thought we would be receiving the title in the mail. We had a very quick choice to make as they were sending the repossession guy the next day, so we chose to agree to the refinance loan for {$6000.00} and pay {$180.00} a month until it was paid off. But we never signed the contract as as soon as we agreed to do it, they began scheduling double or even triple payments and taking it out of our bank account without authorization. We struggled with this the entire 8 years of having the loan with them as well. This was nothing new. The most recent example of that is that we received a letter from them on XX/XX/XXXX stating we had authorized {$360.00} to come out of our account on XX/XX/XXXX. We called immediately and told them to not take it out, we had NEVER authorized it. They stated it would be fixed and that the previous agent must've made a mistake. The payment tried to come out of a bank account we don't even use anymore, so now we got a bounced check fee. We have spoken to Navy Federal Credit Union loan officers, including people in the corporate office, and were assured over and over again that this would be taken care of and wouldn't happen again. In fact, the last agent we spoke with promised us that if we paid three more payments of {$180.00} we would be done with the loan and they would wipe out the rest of the balance, and send us the title. We can not keep having these unauthorized payments trying to come out of our bank account. We can not keep having promises made by them. This car is 10 years old and has had us paying on it for 8 years and 3 months now. We don't want to make one more single payment on it. We have asked for audits of every single payment made this entire time, but they refuse to send us that information. They are unwilling to be upfront and honest about this. If they refuse to wipe out the rest of the balance, send us the title free and clear and also a letter of apology from the CEO 's office, along with a letter to our banking institution saying we are not liable for the fees incurred for unauthorized transaction, we will be forced to sue them for damages beyond the bank fines, but also for emotional distress, time away from work, and for the amount of the loan in total.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-15

Memphis, TN

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I opened an online banking account through Navy Federal Credit Union in XX/XX/XXXX. The bank allowed me to open my account through a referral and they sent me a red debit card by mailing address. XX/XX/XXXX, I called NFCU at XXXX XXXX CST to update my password. I was unable to update my password for almost an hour with Customer Service. After 57 minutes 51 seconds, they were able to update my password. XX/XX/XXXX, I've noticed my account was locked. I called NFCU at XXXX XXXX CST - Customer Service clearly stated that I need to upload proof of verification of identification. They sent me a link to my via email, which I uploaded my driver 's license and a copy of XX/XX/XXXX XXXX Form. I called NFCU at XXXX XXXX CST to verify my uploaded documents. I was told Customer Service that I uploaded a copy of my XX/XX/XXXX XXXX Form because I don't have a XXXX Form. Customer Service clearly stated that my XXXX Form wasn't approved and I need to upload my documents again by providing proof of residence. Also, I was told that I could upload a utility bill if it wasn't over 3 months from the date. NFCU sent me another link to my email, which the link didn't work because there was an error. I called NFCU again at XXXX XXXX CST and they told me that they were going to send me another link. I received the link and I was able to upload my documents. I uploaded my driver 's license and an updated utility bill. I called NFCU on XX/XX/XXXX at XXXX XXXX CST to see why my account was still locked. Customer Service Rep clearly stated that it takes up to 3-5 business days for my account to be unlocked. XX/XX/XXXX, I realized my account was still locked. I called NFCU at XXXX XXXX CST about the situation and Customer Service told me my documents weren't approved. She stated that my documents were too blurry and that I needed to upload them. I told Customer Service I uploaded my documents twice, which I asked her to see if they received my second upload. Customer Service put me on hold for a few seconds, which she came back to the call and stated that my driver 's license didn't show all 4 corners of the license and my XX/XX/XXXX XXXX Form was approved. I clearly stated to the Customer Service Rep that my XXXX form wasn't approved on XX/XX/XXXX because it wasn't a XXXX form, I was told by another Customer Service Rep that I could upload a utility bill. I asked Customer Service to search for the uploaded document that was made on XX/XX/XXXX. I gotten very upset and said some hurtful words to the Customer Service Rep, which I truly apologize because I know it wasn't the lady 's fault, however I was heated because no one could locate my documents. I was so livid to where a Supervisor had to get on the call to assist me. The Supervisor told me on the call that a Customer could open an online banking account plus the Customer is allowed to fully fund their account without proof of identification. She also stated that NFCU could take up to a year to ask for proof of identification and they could lock their client 's account until proof of verification fot identification is approved. I asked the supervisor, " Why would your company send me a debit card by mail and wait until the last minute for proof of identification? '' Also, I asked, " What if I had a newborn and I needed diapers or to buy milk but I'm unable to because my account is locked? '' She couldn't answer my questions because she knew it was a huge inconvenient. Then the Supervisor stated that NFCU to not to make it " inconvenient '' for their Customers to make them upload their documents immediately when they open their online banking account. I asked the Supervisor, " If your company don't want to make anything inconvenient for their Customer in the beginning, then why wait until the last minute and make things inconvenient in the future? '' The Supervisor stated that she was going to have someone to email me the link by via email. I received another email and the link had an error. I called NFCU today, XX/XX/XXXX at XXXX XXXX CST, Customer Service Rep told me there was nothing wrong with their link and she provided me the correct url link. I uploaded my documents twice while I was on the phone with her to make sure that my documents were submitted. I uploaded proof of identification ( driver 's license ) and an updated utility bill in a PDF Form to prevent blurriness. I'm not sure if there will be another situation with NFCU but we shall see after another 3-5 business days!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-15

Coosada, AL

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

2019-03-14

Anderson, IN

Closing on a mortgage

Mortgage: VA mortgage

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

Timely Response

2019-03-14

Boloxi, MS

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

2019-03-13

Phoenix, AZ

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

2019-03-13

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-13

PA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I have discovered there is Fraud in regard to a certain " Uniformed Secured Instrument '' / " NOTE '' associated with my loan/ mortgage. It has come to my attention that there has been a failure for " Navy Federal Credit Union acting as Trustee '' to disclose information to myself as a consumer for financial gain. " Navy Federal Credit Union acting as Trustee '' is involved in the illegal transfer on my Estate/Property, where documented fraud has occurred.This matter has been thoroughly investigated & will be personally delivered to the FBI, The Pennsylvania Attorney General Office, the Secret Service and all agencies for investigation and prosecution, resulting from violations of Federal Law including, but not limited to, COUNTERFEITING and CONSPIRACY TO DEFRAUD. It has come to my attention that " Navy Federal Credit Union acting as Trustee '' is in possession of a counterfeit " Security Instrument '' or " Uniformed Secured Instrument ( s ) '' that allegedly relates to my property, which was used to predicate/ claim standing to a foreclosure action and obtain a judgement the favor of " Navy Federal Credit Union acting as Trustee '' and reached the point of a sheriff sale of my property on XX/XX/2017 to collect said " alleged debt ''. The security instrument is not the original underlying " wet inked '' Promissory Note/ Negotiable Instrument Pursuant to Article 3 of the Uniform Commercial Code. Mortgage loans are Governed under Article 9 of the UCC only of the mortgage passes as an incident to its underlying debt. The security instrument that " Navy Federal Credit Union '' has is " unenforceable '' as it has no governance since it describes itself as a mortgage loan that is secured by the original mortgage only, and further describes itself as a " security instrument ''. " On its face '' this document has no negotiability pursuant to Article 3 of the Uniform Commercial Code, and there has not bee a presentment of the original wet ink signature copy of a verified authenticated copy of the original attached to the complaint in the foreclosure proceedings, providing the signature on the documents submitted was signed by my hands and is not a forgery, whereby the use of this counterfeit instrument to collect a debt is unlawful and fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-13

Smyrna, GA

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

2019-03-13

Sebring, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-12

Norfolk, VA

Getting a credit card

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

Application denied
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-03-12

Washington, DC

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
Complaint: I purchased my home in XXXX of XXXX. A big deal, as I am the first person in my family, and the first in three generations to ever own a home. Since the very beginning, I have always paid my mort/gage on time until around XXXX of XXXX. Around XX/XX/XXXX I was authenticating a wire transfer to pay my mortgage, and as I was doing so, the Navy Federal Member service rep mentioned to me that I should take advantage of their bill pay system. I was intrigued because, as the representative assured me, it was a seamless process, free and once I set it up I wouldnt have to worry about it because they would mail my mortgage company a check by the specified date once a month. I asked the rep what all I needed to begin the process. While she was on the phone with me, she assisted me in setting up my bill pay account to start in XXXX of XXXX, this way I knew I had all of the info required for successful payment. I even called XXXX XXXX on the other line to confirm I had all the correct info to for the check payments. Come XXXX, feeling a little anxious I kept my eyes on my account to be sure my mortgage payment was withdrawn. Once the date it was supposed to be there passed, I called Navy Federal to figure out why it hadnt been processed. The rep informed me that the check had been mailed and they were not sure what was going on. They instructed me to call XXXX XXXX to see if they received anything. I called XXXX XXXX, and they informed me that they never received the check. At this point, I am annoyed. I put XXXX XXXX and Navy Federal on three-way for the two to figure out what was going on. I even requested Navy Federal to Fax XXXX XXXX the confirmation that the check had been mailed. Unbeknownst to me, We learned that the XXXX XXXX representative whom I requested info from during the setup phase had given us, Myself and Navy Federal, the wrong address. The rep gave us the wiring mailing address, and I am not sure why they would do that as she knew I had previously been wiring my mortgage payments and wanted to start mailing checks. I asked the XXXX XXXX rep if I would be at fault for their mistake and their response provided me with no real confidence in resolving the issue. I was frustrated because, now, I am considered late on my mortgage payment. However, once we were able to get the correct info, I also learned that, from the Navy Fed Rep, even if the check would have arrived XXXX XXXX wouldnt have been able to process it because the way the check was printed it put the name of the recipient in the wrong place. I am not sure what this means, but it just added fuel the fire. At this time, the XXXX XXXX and Navy Fed reps were able to clear things up. I ended up paying my mortgage via wire, which was waived by Navy Federal, for this month because I was already late so I had to pay it asap. Round 2, now that we had the correct information I tried bill pay again for XXXX mortgage payment. After having a rough experience, the first time I kept an even closer eye on the payment. It was late XXXX when I realized XXXX XXXX hadn't processed the payment. I called Navy Fed to investigate the issue, and they informed me that the check had been mailed. I then called XXXX XXXX to check and see if they ever received the payment. Sadly, they reported to me that they did not. I called Navy Fed back to see what was going on and they werent sure. They also mentioned that might be due to the holiday schedule and that carriers may be backed up. At this point, I felt defenseless. I even got a letter from XXXX XXXX warning me of them potentially defaulting on my loan. As I mentioned, I am the first in three generations ever to own a home, so you can imagine what it would do to me for me to lose my house. I wasnt sure what to do and what rights I had because everyone from XXXX XXXX to Navy Federal all made me feel as if this was all my fault. I even reached out to a buddy of mine, XXXX XXXX, who use to work for CFPB for advice. At this point, I just wanted it to all be over. I called Navy Federal to cancel the check, and that I would pay via wire, again, they waived the wire fee. Eventually, I was able to get all caught up. XXXX XXXX later informed me via phone that if your payments were late the payments you submitted did not apply to that month but to the month it was late so I didnt realize that all the amounts I was sending via wire applied to the previous month. The first week of XXXX I paid everything I owed including the late fees. Once everything was in the clear, I felt a huge sigh of relief, and from then on, I paid my mortgage via wire and told Navy Fed to remove my info from their bill pay. Two months later, I reached out to my lender to get pre-approved for another home loan. I did not realize that I now have three months of late mortgage payments on my credit. I didnt understand how that experience assassinated my credit history. I called XXXX XXXX to confirm that I had three months of late fees. Luckily, They mentioned that I only have two ( XXXX and XXXX ) I need to reconcile with the credit bureau the third one. However, I informed my lender of the situation, and by the grace of XXXX, he informed me of my rights and how the CFPB can assist me in fixing this issue. He suggested I first call Navy Federal and see what they had to say. I called them and informed them of the situation, and their response is what drove me to write this complaint. They told me that their bill pay system is run by XXXX XXXX which is a third-party vendor and that I should call them. I felt as if I had been shuffled and I rather not chase folks around to resolve this issue. Now I am stuck, throughout the whole process I felt abused and taken advantage of. I even considered bringing in legal counsel, but I cant afford that and feel as if I have no real rights. Status Update XX/XX/XXXX : Before submitting this complaint, I reached out to XXXX XXXX to, hopefully, reconcile this issue. After discussing the situation with their representative, they played back the call I had with the original rep who gave me the wrong information and agreed with me that the information was incorrect. However, the credit reportings are correct because the payment I made was for the previous month and not the current month. I was never informed that I was behind schedule and if I were, I would have paid all that was owed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-12

Henderson, NV

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

2019-03-11

Monrovia, CA

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

2019-03-09

Atlanta, GA

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
Complaint: I have a loan with XXXX and NAVY FCU. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX, XXXX and XXXX and NAVY FCU with no successful resolution. XXXX and XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-09

Briarwood, NY

Struggling to pay your bill

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

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

Timely Response

2019-03-09

Lb, CA

Fees or interest

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

Problem with fees
Complaint: I am no longer able to pay down on my credit card because of high interest rates and high cash advance fees. I am XXXX and receiving XXXX payments. I do not have enough income to pay the monthly balance of my credit card. If you can please lower the interest rate and cash advance fees, if you can not do this then I will be forced to stop payment and allow the balance to go in collections.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-03-09

Briarwood, NY

Struggling to pay your loan

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

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

Timely Response