NAVY FEDERAL CREDIT UNION

2019-02-27

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

2019-02-27

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-27

TN

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: A deposit from my employer hit my checking account on XX/XX/XXXX. On XX/XX/XXXX XXXX took every dime remaining in my checking account to offset a credit card charged off in XXXX. Tonight, XX/XX/XXXX my tax refund hit my account. As soon as they money was available, XXXX automatically took out another lump sum of {$1800.00}. After calling and speaking with several representatives, including XXXX XXXX, XXXX in the credit card department and XXXX in XXXX XXXX, no one was able to give me any information nor provide the original signed disclosure stating it was too old to view. Ms. XXXX in the collection department was completely rude, aggressive and disrespectful. Stating that maybe you should actually open your mail then youd know what was going on when I told her I had not received any letters from them about settling a credit card debt. She was very unhelpful and EXTREMELY unprofessional. I Also let them know that they can not garnish wages without a court order to do so and was told its not a garnishment but an adjustment which constitutes the same thing to me because theyre taking everything I have in my checking account to offset a credit card debt leaving me unable to pay bills, childcare and put food on the table for my son. According to 12 CFR 1026.12 ( d ) ( 2 ) For a security interest to qualify for the exception under 1026.12 ( d ) ( 2 ) the following conditions must be met : i. The consumer must be aware that granting a security interest is a condition for the credit card account ( or for more favorable account terms ) and must specifically intend to grant a security interest in a deposit account. XXXX of the consumer 's awareness and intent include at least one of the following ( or a substantially similar procedure that evidences the consumer 's awareness and intent ) : A. Separate signature or initials on the agreement indicating that a security interest is being given. B. Placement of the security agreement on a separate page, or otherwise separating the security interest provisions from other contract and disclosure provisions. C. Reference to a specific amount of deposited funds or to a specific deposit account number. None of the above were in the disclosure. The security agreement was # XXXX on page 2, was not separate from the other provisions, did not have to initial or sign next to it, and no reference to a specific amount or account was made. This is just preposterous. How are they able to do this? Things like this cause job loss and homelessness.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-26

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2019-02-26

Stafford, VA

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

2019-02-26

Woodland, GA

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-25

Closing on a 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 monetary relief

Timely Response

2019-02-25

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-25

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

2019-02-25

San Gabriel, CA

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 absolutely no idea what these accounts are, I have never opened a account with this creditor. I have notified my local Police department ( XXXX XXXX county sheriffs ) of these fraudulent accounts and have made a police report ( # XXXX ), also I have taken the proper steps to report these accounts to the Federal Trade Comission ( FTC ) and filed fraud/identity theft reports with them along with contacted my local FBI field agenct office in XXXX XXXX to report these accounts. I have been in contact with the office of the Attorney Generals office of California - XXXX XXXX, which has guided me in the process of filing these reports. Under the FCRA 2009 ( a ) ( 3 ), the creditor in question has been notified that the debt occurred was the result of identity theft. Under the FCRA the original debtor in question must relinquish any attempt to collect this debt, with reasonable documentation stating the event of identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-25

Lynn, MA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Called XXXX XXXX to ask if I would be considered for a VA loan even though they had written off my second lien in prior years due to my inability to continue payments. At that time my commanding officer did send the bank a letter explaining a problem with the facility that was issuing pay. Prior to having my credit report pulled I wanted to be sure I had a chance to qualify.XXXX told me it would be based on my current situation I was confidant because my credit score was now XXXX. Irecieved an e-mail 24 hours later requesting w2 bank statements etc. I waited a day called to be sure they received the info and was told by a loan officer that they would never consider me because I defaulted on my loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-24

N San Juan, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I filed a dispute for an unauthorized charge to my debit card, the charge was made on XXXX for 100.00, I contacted XXXX and was told that they will no reverse the charge, I contact Navy Federal credit union and filed a dispute. I receive a notice on or about XX/XX/2019 stating that their investigation was completed and the temporary credit was charges back to my account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-24

Chesapeake, VA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-02-24

Cheverly, MD

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Complaint: NAVY FEDERAL WOULD REPEATED CALL ME AND CALL ME MAM NUMEROUS TIMES. THEY WOULD FREEZE MY ACCOUNT. THEY ARE XXXX, XXXX, AND XXXX. I CAN NO LONGER CALL THEM TO RESOLVE PROBLEMS. THEY CALLEDTHE POLICE ON ME NUMEROUS TIMES. THEY FROZE MY ACCOUNTS WHILE I WAS IN XXXX AND XXXX.I HAD NO ACCESS TO FUNDS.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-23

Mabank, TX

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: I am a victim of identity theft. I recently learned that my personal information was used to open an account at your company. I did not open or authorize this account, and I, therefore, request that it be closed immediately. I also request that NFCU absolves me of all charges on the account ending in XXXX recently changed to XXXX by NFCU. Also, request that you take all appropriate steps to remove information about this account from my credit files. XXXX and XXXX have removed this fraudulent account yet NFCU continues to report false account information to my XXXX file. Enclosed is a copy of my Identity Theft Report supporting my position, and you have a copy of my credit report showing the fraudulent items related to your company that are the result of identity theft. Also please reference FTC Notice to Furnishers of Information, which details your responsibilities as an information furnisher to credit reporting agencies ( CRAs ). As a furnisher, upon receipt of a consumers written request that encloses an Identity Theft Report, you are required to cease furnishing the information resulting from identity theft to any CRA. The Notice also specifies your responsibilities when you receive notice from a CRA, under section 605B of the Fair Credit Reporting Act, that information you provided to the CRA may be the result of identity theft. Those responsibilities include ceasing to provide inaccurate information to any CRAs and ensuring that you do not attempt to sell or transfer the fraudulent debts to another party for collection. Please investigate this matter, close the account and absolve me of all charges, take the steps required under the Fair Credit Reporting Act, and send me a letter explaining your findings and concluding actions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-23

Jacksonville, FL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: Several negative items on the report either from erroneous data or reporting of debt beyond the statues of limitation. Some debt also is not me or is not 100 % accurate. According to the section 609 of the Fair Credit Reporting Act and the Fair Collection Act there are negative items that shouldnt be reporting. I also asked for the company to show me proof of my last day of activity to verify the debt and the company was unable to show proof because they do not go beyond the statue of limitation as a company policy however the debt still hasnt been removed.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-23

N N, VA

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

2019-02-22

VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Direct deposit of both my private employer payroll and my federal deposit were lost entirely this morning ( XX/XX/XXXX ) despite showing as scheduled transactions yesterday ( XX/XX/XXXX ). While I am aware of an alleged technical malfunction causing widespread deposit delays, this was only mentioned in XXXX commentary made by Navy Federal Credit Union. No formal statement was issued on any platform. The customer service number they tell you to call is not working. Any form of contact to verify the issues and find out a timeline for resolution are met with a blanket statement telling members to call the malfunctioning customer service number. Further inquiries are then ignored entirely. This is grossly unacceptable - especially when dealing with hundreds of thousands of federal employees financial livelihoods. Further, this is not the first such service and funds accessibility delay in the last 3 months. These issues need to be effectively and permanently resolved and NFCU needs to be transparent with their members about access to our money.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

Ft Lauderdale, FL

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Navy Federal has not posted my deposits. Their lines are down and social media states the problem is fixed. Meanwhile I am missing XXXX dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

Bel Alton, MD

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: As of today Friday XX/XX/2019 I still have not recieved my diect deposit with Navy Federal, there was no notice sent out to members only a message on social media. Last week, I also tried to reach out to Navy federal in reference to an issue on my account and there banking systems were down for several hours causing me to miss an important flight. Last but not least, I filed a dispsute for a merchant that charged me on the wrong day and I was given provisional credit along which was fine 2 months later the dispute was reversed and when I had no money navy federal took the money out. I have provided documents that state that the merchant did that in error and I still have not recieved my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

Quartzsite, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Bank is having issues and not depositing our bank account. Hundreds of people are having the same issues. Accts are going into the negative and were paying the charges for it. Not fair
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

Jacksonville, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/19, Navy Federal Credit Union did not post direct deposit checks from neither irs tax refunds or payroll checks. there was never an email a text message or any kind of informational sent out directly to customers. Only those with a XXXX account knew about it because they were responding to peoples questions about it. They have turned their phone lines off and even on XXXX the only answers given were we are working to fix it, no explanation or anything. There are people that have automatic bill payments set up because we are encouraged to do so by these institutions and then when we do so the money isnt there. Things like this causes overdraft fees, late payment fees, insufficient funds fees and could also begin to affect credit because some of the payments are for important things like mortgages and car loans.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

NC

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Our direct deposit of {$980.00} on XX/XX/2019 has not been deposited into our navy federal account. The bank is saying the funds are there via post on XXXX and their bank website but ourselves and many others are still not seeing our direct deposits and are getting declined. We all our collecting over draft charges and cant pay our bills because of this. They say the money is now there but it is still not regardless on their post that everything is fixed now.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-02-22

Lake Shore, MD

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

2019-02-22

Shalimar, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I bank with Navy Federal and my payroll direct deposit has not shown up in my account this morning. It has been reported that there are others experiencing the same issue. My wife actually had the same issue happen to her with Navy Federal a month or two ago. Navy federal has released a statement this morning saying that the funds are there but that we just can not see the deposits. That is not true ; the funds are not available. Their contact phone number is not working currently.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response