NAVY FEDERAL CREDIT UNION
Consumer Complaints
There are over 5340 complaints on file for NAVY FEDERAL CREDIT UNION. Dated between 2019-12-16 and 2011-12-05.
Complaints Page 41
2019-02-15
NV
Managing an account
Checking or savings account: Checking account
Problem accessing account
Complaint: Ive been a member of Navy Federal Credit Union for many years. I was denied access to my accounts starting in XXXX when I was behind on payments for my credit cards and or checking line of credit. I was not able to get any account information when logging in online. Currently, when any money is deposited or transferred from another member, Navy Federal takes funds for payments with being 6 days delinquent. They will take the entire amount of money available to make the payment and leave nothing available.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-14
San Diego, CA
Struggling to pay your loan
Vehicle loan or lease: Loan
Denied request to lower payments
Complaint: XX/XX/XXXX I effectively became homeless. I am a XXXX XXXX XXXX XXXX Vet with a wife and daughter. Shortly after becoming homeless, my family and I rented a hotel room at the XXXX XXXX on XXXX XXXX XXXX, XXXX XXXX XXXX. During the first week of XXXX, or within the first 10 days of XXXX, My wife called me to inform me that the car had broken down while my daughter and her were at the laundry station ( " XXXX XXXX XXXX '' XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX ) Shortly after informing me of this, I called my insurance ( XXXX ) and had the vehicle towed to a tow truck recommended shop ; and then over to XXXX XXXX XXXX. After an unobtrusive diagnostic while the vehicle was at the tow truck recommended shop, no work was done. The vehicle stayed at XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX while I frantically negotiated with Navy Federal for the different options related to selling my vehicle, as my transmission had been ruined, and I couldn't afford a new one.
Navy Federal Credit Union had me fill out two separate personal financial management applications, and has forwarded my case between at least 4 different associates. I literally pleaded with them in the email on separate occasions, asking for them to allow me to sell the vehicle and then convert the remaining balance into a consumer loan, but not only did they not allow me to do this ; they wouldn't allow me any means or resources to sell the vehicle without making a payment on the vehicle, despite my homelessness, and actively paying for a hotel by the day.
My negotiations with the bank continued back and forth throughout the course of the past several months, until I received a notice from the XXXX XXXX Police Department ( Wed, XX/XX/XXXX, Presumably by parking citation attached to it ) notifying me that I had to move my inoperable vehicle, or face citation and towing. As I mentioned earlier, I am homeless, and XXXXXXXX XXXX XXXX XXXX XXXX, and the bank knew that, until just this past XX/XX/XXXX, I have been unemployed. During the month of XXXX however, I did have a temporary position with XXXX ( XXXX XXXX XXXX, XXXX XXXX CA XXXX ) That only lasted three weeks, at the rate of XXXX/hr for 15 hours a week. XX/XX/XXXX I received an over payment from the Ch. XXXX Post XX/XX/XXXX GI Bill, and this may have caused the bank to assume that I would have the necessary funds to cover the debt despite any negotiations. Evidenced by my immediate submission of a debt waiver request to the VA on the XX/XX/XXXX ; I was quickly reduced from my original XXXX payments of XXXX, to XXXX.
Despite my candid description of my situation, and my lack of financial stability, Navy Federal Credit Union continued to mislead me of their actual methods for their debt collection practices, and deliberately froze my wife 's debit card because they didn't believe that we were actually homeless. By deleting my messages directly related to these issues, they are deliberately and maliciously withholding information by omission, that would help prove that I have tried my best to maintain appropriate communication and accountability of my debt. When the bank was under the impression that my vehicle was operating, they maciliously threatened expedited repossession for lack of payment. After I assured them that the vehicle was inoperable however, I was specifically told during a recorded phone call ( Mid-Late XX/XX/XXXX ) that repossessing wasn't the most " cost effective '' option for them. By purposefully leaving the vehicle on the side of the street ( XXXX XX/XX/XXXXXXXX, XXXX XXXX CA XXXX ) and still refusing to repossess the vehicle that is currently over 120 days past due, they are maliciously and willingly causing me to be in violation of the law, because they won't simply follow the threats that they have been making towards me since my first past due payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-14
Nashville, TN
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
2019-02-14
Atlanta, GA
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: XXXX XXXX XXXX XXXX.
XXXX XXXX XXXX XXXX Condo XXXX XXXX, GA XXXX XXXX Opening statement : On XXXX I received a call around XXXX ( estimate time ) from Navy Federal Fraud Department XXXX XXXX XXXX my cell phone # XXXX ( see attachment ) about a charge on my debt card and if I authorized it. I said NO PERIOD.
The NFCU Fraud Representative asked me if I made a charge on my card at XXXX in XXXX, GA and I told her NO. This is before she verified that I was XXXX XXXX XXXX. I told her to stop payment on any transaction and she told me to destroy my card and I will get another in the mailed to my address on Friday and she verified my address without asking me.
I told her that I am looking at my account and I dont see any unauthorized transaction but I will be going into the NFCU Bank in the morning. The Fraud Representative so Ok, and thank you for your Service and I hang-up. I call my Daughter- XXXX XXXX XXXX and told her what was happening because she use to work for NFCU Headquarters in VA and that when she told me that the NFCU Fraud had sent her a text to her phone on XX/XX/XXXX the same day regarding a fraudulent payment of {$400.00}. My daughter indicated to me that she didnt put all together until we spoke just minutes after I hang the phone up with NFCU Fraud Representative.
I went into NFCU at XXXX XXXX XXXX XXXX location on XX/XX/XXXX about estimate time XXXX : XXXX to discuss these issues with them. At first a NFCU Representative sit me down and I told her what happen yesterday and she pull up my account that showed ( 15 ) pending Fraudulent transaction on my account totaling {$7400.00} and I ask her to shut the account down and she told me she couldnt because the transactions was pending.
Right now, I am about to BLOW my top despite having a XXXX XXXX XXXX and medical issues that could kill me RIGHT THEN. I ask for a Supervisor and Ms. XXXX XXXX came over to access the problem. She saw the same fraudulent items on my account and I asked Ms XXXX to shut the account down, and she told me that the ( my reference ) fraudulent debits were in pending status and she couldnt do it. I was extremely argue at this point short of taken my rage out on them because they sit their and allowed my money to be taken by these criminals and did nothing to stop this from happening before my eyes. I was short of TAKEN MATTER IN MY OWN HANDS ( dangerous ), but I had too cool down or have another XXXX of XXXX
I ask Ms. XXXX again why not shut the account down or freeze all assets until and the criminal elements ( activity has passed ) or walk away with nothing or the theft locations ( see attachment ) where they were doing this fraud wouldnt continue. They still refused to shut the account down, I was and still outage that they didnt do more on that day XX/XX/XXXX to avoid this pain for me regarding my money as it interferers with my health. Ms. XXXX told me that transactions had to get out of pending status and them they would get to the bottom of it and assured me my money would be refunded.
By now my XXXX XXXX is boiling hot and I have to make my way to the VA XXXX XXXX XXXX that was schedule XX/XX/XXXX at the VA XXXX XXXX which is at XXXX VA XXXX. I went to my appointment with an unhealthy feeling. I would be taken directly to Emergency room if I didnt use the Doctors techniques and Gods blessing to get me to my appointment and home, despite later that day going to the emergency room at the VA XXXX XXXX and leaving they at XXXX XXXX XXXX XXXX the next morning.
I went back to NFCU on XX/XX/XXXX and talk with Ms. XXXX again to get an update and she assure me that these issues would get resolved and she would aleast return the {$2800.00} to my saving account. That never happen instead they return {$1100.00} of the {$2800.00} out of {$7400.00}. This made me fairness and smoking mad. They made me feel like I was the criminal and this made me even angered me even more. THEY ALSO WENT INTO MY SAVING ACCOUNT AND TRANSFERRED {$2800.00} AND TOOK THAT TOO.
This is unacceptable when NFCU policy regarding Credit and Debt Card Fraud says the following under the XXXX XXXXNavy Federal XXXX in Security on there website the following : What We're Doing for You Using state-of-the-art fraud prevention systems, our dedicated staff monitors your accounts for fraud and unusual activity and will notify you of any suspicious activity we identify. We follow strict safeguards when mailing out cards and statements, and verify your identity whenever calling in. To be certain that we reach you quickly, please make sure we have your updated contact information. In addition, our Zero Liability policy ensures that you won't be responsible for false charges to your Navy Federal Debit or Credit Card.
If you plan to travel internationally or domestically, you can add travel notifications as an added safeguard. This allows you to use your Navy Federal Debit and Credit Cards when our fraud monitoring would normally question any purchases you make.
There are three ways to place a travel notification on your account : Log on to Account Access and add a travel notification to your debit or credit card Choose the travel notification option on the Navy Federal mobile app* Call XXXX for 24/7 live phone support Please be sure to provide the location and dates of your travel, including stopovers if you'll have connecting flights.
Etc..
Note : If the NFCU investigators look at my pass deposit or withdrawal they would see that this is not my pattern of withdrawals, period plus. This should have given NFCU Fraud Department an easy way to review this. I dont make these types of withdrawals period, furthermore I only been to XXXX, GA once in XXXX and I didnt have this NFCU account. Also I have never heard of XXXX, GA ever.
I contacted the FBI and file a compliant with the FBI Field Office XXXX XXXX XXXX, XXXX, GA XXXX at XXXX XXXX ( Identity Theft ) to get them to investigate this case and NFCU to get my money back because NFCU seem to take this lightly. I also contacted and file a complaint with National Credit Union Association ( NCUA ), my congressman, and more.
Referred back to : I ask NFCU Representative ( XXXX XXXX ) why they couldn't freeze the account when the fraud was still in the pending status on XX/XX/XXXX. I was in the NFCU office and Ms. XXXX told me that they couldn't freeze or stop the fraud actions. I told Ms. XXXX at the NFCU office that this sound crazy, because I am here telling you that this is fraud. NFCU let it happen and they want to shove this under the rough.
Some investigation of my own : On XX/XX/XXXX I contacted my nephew which is police officer supervisor in XXXX XXXX and he told me to go to the Police station near me and put in a ( Fraud Investigation ) and I did just that or aleast I tried. I went to XXXX XXXX XXXX, XXXX, GA ( XXXX Police Officer XXXX ) told me that I had to file a report where the fraud happen in XXXX and XXXX, GA.
I called several police stations numbers in XXXX and finally got a hold of a XXXX XXXX at the XXXX, GA police department and he told me that I have to go to the XXXX police station where I live i.e. back again calling the XXXX Police department location above. I also called XXXX Police Department and ask them the same thing, they told me there were close to XXXX, GA and that they are a small police force with know internet and know way to help me and that XXXX Police station should open the fraud case and they will look into it in XXXX, GA from the XXXX Investigation.
I also called the XXXX in XXXX where several the fraudulent transactions took place and talk to a Manager at the XXXX # XXXX at XXXX XXXX XXXX, XXXX, GA XXXX and I asked him if anyone from the Fraud Department of NFCU contacted them regarding this issues and he told me know and he also informed me that he there Monday thru Friday and know one came in to review their cameras either i.e. because they have them to review when the investigators would come.
Personal notes : NFCU is supposed to look out for us Veteran 's and they just throw me under the bus regarding handling this actions of Fraud, therefore sense the LAW in XXXX, GA won't deal with this I have asked the ( FBI ) TO GET THESE CRIMINALS AND MAKE NFCU RETURN MY MONEY despite the policy above that hold me ZERO LIABILTY. I hope my color as a Black man is not the reason NFCU is not acting accordingly to the policy above on their website.
Final note : I am a XXXX Veteran ( XXXX XXXX XXXX XXXX ) with a variety of illnesses and I can't afford to let this kill me or lose this money because NFCU and the criminal are dishonest. When you catch the criminals I want them lock under the jail. I also contacted XXXX XXXX in XXXX XXXX, XXXX XXXX, and criminal fraud attorney to make this a news story and to resolve this Its a shame that I had to contact the FBI to get these criminals or anyone else to get me my money back. As far as I am concern NFCU is also the criminal and they have not handled this situation and assured me at any point the they are refunding my money back to me.
I was also in the process of purchasing a home through NFCU Mortgage Department and my contract expired XX/XX/XXXX and I had to call my Loan Officer XXXX XXXX and my Realtor Agent XXXX XXXX of XXXX XXXX XXXX and postpone any further action with my mortgage lender.
I am currently looking to get a Law Firm to address these issues and file a formal lawsuit against NFCU. They have put my life on hold and I am fade-up.
I am Victim not the Criminal Review attachments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
Columbia, SC
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
Woodstock, GA
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Complaint: 1. Navy Federal Credit Union ( NFCU ) : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$22000.00}. XX/XX/XXXX, NFCU charged off/wrote off the alleged past due amount of {$22.00}, XXXX. At the time of the write-off, NFCU cancelled and abandoned the debt, reducing it to {$0.00}. Currently, NFCU is attempting to collect {$22000.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$22000.00} on each of my credit reports. Once the debt {$22000.00}, was cancelled/abandoned, NFCU can not later lay claim to it. NFCU abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of NFCU. Nor can NFCU defame, slander or libel their customer and/or make false claims and statements on customer credit reports.
Attached you will find a supporting demonstrating the instant damage caused by NFCU. I have been denied a Law School Loan, based upon NFCU false reporting. I can demonstrate compensatory and punitive damages and intend to seek each. Following previous complaints, I have gotten calls from non-working numbers from Navy Federal Credit Union, but no message has been left. Only when I call the number back did I discover it to be an non-working number from XXXX. Now I ask any reasonable person. Is this the conduct we should expect from our financial institutions? It simply plays into all the various forms of complaints against NFCU and their abhorrent conduct.
2. I have made numerous attempts to have XXXX fully investigate the matter and on my most recent attempt, was notified by XXXX that they had previously investigated the matter and would not do so again. There is a prima facia case demonstrating XXXX XXXX culpability and failure to act in good faith. They simply took NFCU 's statement at face value and rendered an adverse ruling against my dispute. These actions warrant compensatory and punitive damages and intend to seek each.
XXXX. XXXX : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$4200.00}. XX/XX/XXXX, XXXX charged off/wrote off the alleged past due amount of {$4200.00}. Prior to this date, XXXX unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, XXXX cancelled and abandoned the debt, reducing it to {$0.00}. XXXX issued an IRS XXXX. Currently, XXXX is attempting to collect {$4200.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$4200.00} on each of my credit reports. Once the debt {$4200.00}, was cancelled/abandoned, XXXX can not later lay claim to it. XXXX abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of XXXX. Nor can XXXX defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by XXXX. I have been denied a XXXX XXXX XXXX, based upon XXXX false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
XXXX. XXXX : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$2700.00}. XX/XX/XXXX, XXXX charged off/wrote off the alleged past due amount of {$2700.00}. Prior to this date, XXXX unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, XXXX cancelled and abandoned the debt, reducing it to {$0.00}. XXXX issued an IRS XXXX. Currently, XXXX is attempting to collect {$2700.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$2700.00} on each of my credit reports. Once the debt {$2700.00}, was cancelled/abandoned, XXXX can not later lay claim to it. XXXX abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of XXXX. Nor can XXXX defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by XXXX. I have been denied a XXXX XXXX XXXX, based upon XXXX false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
XXXX. XXXX : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$5100.00}. XX/XX/XXXX, XXXX charged off/wrote off the alleged past due amount of {$5100.00}. Prior to this date, XXXX unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, XXXX cancelled and abandoned the debt, reducing it to {$0.00}. XXXX issued an IRS XXXX. Currently, XXXX is attempting to collect {$5100.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$5100.00} on each of my credit reports. Once the debt {$5100.00}, was cancelled/abandoned, XXXX can not later lay claim to it. XXXX abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of XXXX. Nor can XXXX defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by XXXX. I have been denied a XXXX XXXX XXXX, based upon XXXX false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
XXXX. XXXX : Account XXXX, claiming/attempting to collect PAST DUE AMOUNT {$3400.00}. XX/XX/XXXX, XXXX charged off/wrote off the alleged past due amount of {$3400.00}. Prior to this date, XXXX unlawfully re-aged their claim and falsely reported 120 days past due for 3 consecutive months. At the time of the write-off, XXXX cancelled and abandoned the debt, reducing it to {$0.00}. XXXX issued an IRS XXXX. Currently, XXXX is attempting to collect {$3400.00} and in support of their efforts, continues to report a PAST DUE AMOUNT of {$3400.00} on each of my credit reports. Once the debt {$3400.00}, was cancelled/abandoned, XXXX can not later lay claim to it. XXXX abandoned the debt and issued an IRS XXXX acknowledging the cancellation of the debt. This equates to the account balance being reduced to {$0.00} and/or the account balance was paid in full by an administrative act on the part of XXXX. Nor can XXXX defame, slander or libel their customer and/or make false claims and statements on customer credit reports. Attached you will find a supporting demonstrating the instant damage caused by XXXX. I have been denied a XXXX XXXX XXXX, based upon XXXX false reporting. I can demonstrate compensatory and punitive damages and intend to seek each.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
Peoria, AZ
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
San Francisco, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
Baton Rouge, LA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-13
Bothell, WA
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-12
San Diego, CA
Incorrect information on your report
Payday loan, title loan, or personal loan: Personal line of credit
Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-11
Bremen, 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: CFPB is full of complaints against the Navy Federal Credit Union. I have filed a number of complaints attempting to correct my XXXX, XXXX and XXXX XXXX accounts. The false reporting has a deleterious effect on my livelihood, my ability to obtain credit and work. I am asking CFPB to conduct an in-depth investigation into my complaint and enforce compliance. Navy Federal Credit Union continues to report false information to each of the the three credit reporting agencies. Navy Federal Credit Union pursued collections on a credit card account I previously held with them. I demonstrated a number of times that I was the victim of fraud and that the charges they alleged were not of my making. I provided them all the law enforcement reporting I had pursued. XXXX ignored all this information and proceeded with collections. Navy Federal Credit Union then CANCELLED THE DEBT when they CHARGED OFF the account and issued a XXXX reporting the cancellation of the debt. Navy Federal Credit Union continues to report a PAST DUE amount of {$22.00}, XXXX. By law, Navy Federal Credit Union can not continue to pursue a debt they have cancelled. Navy Federal Credit Union can not claim {$22000.00} is PAST DUE when they have charged off the debt and cancelled it by XXXX. Navy Federal Credit Union abandoned all claims when they charged off the debt and issued the XXXX to the IRS. I want this account removed. I want the PAST DUE amount reduced to {$0.00} because nothing is PAST DUE. I want a clean, updated Credit Report.
Accounts With a Negative Pay Status LENDERTYPEBALANCE NAVY FEDERAL CR UN COLLECTION/CHARGEOFF Credit Cards {$22000.00} Status Date Reported XX/XX/XXXX Payment Status Collection/Chargeoff Account Status Derogatory Amount Past Due {$22000.00} Account Details Bureau Name NAVY FEDERAL CR UN Account Type Credit Card Responsibility Individual Credit Limit {$22000.00} Credit Used 101 % Highest Balance {$22000.00} Date Account Opened XX/XX/XXXX Date Account Closed XX/XX/XXXX Payment Details Amount Past Due {$22000.00} Date of Last Payment XX/XX/XXXX5 Monthly Payment {$0.00} Payment Frequency Not Reported Worst Pay Status Unknown Lender Info XXXX XXXX XXXX XXXX XXXX,XX/XX/XXXXXXXX Remarks Charged off. Canceled by credit grantor.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-11
East Millstone, NJ
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
2019-02-11
Discovery Bay, CA
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Credit inquiries on your report that you don't recognize
Complaint: Credit inquiry on report that i do not recognize.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-11
Montclair, VA
Opening an account
Checking or savings account: Savings account
Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-11
Saint Augustine, 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
2019-02-11
Van Nuys, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-11
San Francisco, CA
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
2019-02-10
Chicago, IL
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I believe my bank, Navy Federal may be in violation of Regulation X, Real Estate Settlement Procedures Act and other LRR.
I recently purchased a home through Navy Federal, beside their processes clearly being broken, i.e., pulling my credit when applying for the loan with delays in getting back to me as far as any approval or next steps. Not sure if this falls under Regulation Z, Truth In Lending Act.
At any rate I believe a thorough investigation is needed to ensure that the bank if adhering to Laws, Rules and Regulations ( LRR ). I suspect I am not the only customer that is or has experience this, but I am aware that the CFPB investigates this types of discrepancies.
Background : I applied for a new mortgage loan with Navy Federal in XX/XX/XXXX, delays transpired with a representative contacting me although they were happy to charge me for pulling my credit.
Against, better judgment I decided to switch my lender to process my loan to Navy Federal, I informed them that I wanted a close date of XX/XX/XXXX. They ensured me that this is possible as it was greater than 30 days.
Fast forward to what I believe to be a violation, Reg X my initial closing disclosure was sent at the end of business XX/XX/XXXX for a closing on XX/XX/XXXX. As soon as I got the document I saw many huge errors, which raised concerns as the bank does closing disclosures all the time, I understand if the title company fees may be overstated as they are still working them out, but what I can not understand is the bank gun decking and not accurately reporting terms from the sale contract between myself and the seller. It took me less than 15 minutes to see the huge errors. I informed Navy Federal of this, they did not send an updated closing disclosure until end of business XX/XX/XXXX. These numbers were still incorrect and again took me minutes to see. I contacted the bank no one could explain the closing disclosure to me. My closing had already been set for XX/XX/XXXX at XXXX. So basically I was going into closing knowing that my bank had performed no due diligence on the closing disclosure which does not take long to execute. All the bank did was try to place blame on the title company, I am familiar with the process and understand the title company numbers are driven by the bank with the exception of the title companies fees, that being said why is Navy Federal conducted business in an unethical manner? Why are they lying to customers and why are they allowed to gun deck closing disclosure which I thought were to provide transparency in the mortgage process to the customer? The manner in which Navy Federal conducted business is the same that causes the mortgage crash in XX/XX/XXXX.
Navy Federal behavior led me to sitting in closing for over 5 hours because they elected not to adhere to LRR. Even after this was pointed out to them, they took their sweet time. At the closing we ( attorney, agent and myself ) had to continue to call and email the bank to see how they were correcting their numbers. It is like the bank had four days to get me an accurate closing disclosure. Why is Navy Federal allowed 4 days and other banks must provide it in 3 days? If the point of the closing disclosure is to provide borrowers with pertinent and timely disclosures regarding the nature and costs of the real estate settlement process. I do not believe that I was provided with pertinent and timely disclosures for the cost relating to my transaction. Navy Federal Closing Disclosures did not include all monies received by the borrower which proof was provided with enough time for the bank to have this properly documented. The title owner premium was spelled out in the contract as the seller fees, NF charged this to me on the CD. The seller was provided 3 % closing cost, NF elected to modify this without my approval or knowledge. I was not informed that a bank could modify the terms of a sales contract. I do understand that fees could be overstated ( title company ) but I was under the belief that the final closing disclosure should be relatively close, my was not. I have been in closing and small changes made which took minutes. Navy Federal mishaps should have never occurred these were on the bank, they gun deck the closing disclosure absolutely no due diligence.
I was charged twice for an appraisal, one which was authorized during the process and another NOT authorized charged after closing on XX/XX/XXXX. I am not sure if this falls under Reg X, but I am believe this is or should be a violation as well.
One of the issues that was pointed out in XX/XX/XXXX that it may be a surplus, in XX/XX/XXXX the bank stated that the surplus would go to principal payment. Even after I sat in closing for over 5 hours, Navy Federal overstated my principal payment to the credit bureaus, while not Reg X, I believe it is a LRR for this as well just unsure and do not have the bandwidth to find which LRR it falls under.
How is this bank allowed to do the aforesaid? I am fortunate to understand the process somewhat but most customers have no idea when their bank are not adhering LRR. This is not the manner any bank should function, I do not want any customer to have to experience the stress and any loss of money because Navy Federal believes that adhering to LRR is optional! My stress is not over as the bank is still not corrected the principal balance, it was on the updated closing disclosure how many screw ups are the banks allowed. Why am I the customer having to keep inspecting their work? At this rate I should be paid partial salary for hours spend on work that Navy Federal was supposed to do, they are not my employer.
Note : loss of money was due to sitting in closing for 5 hours while my movers had to wait around until Navy Federal corrected the closing disclosure.
I did contact the bank and detail how they failed see below, message to Navy Federal.
I am very dissatisfied with the service Navy Federal provided, this loan ended the same way it started with issues and poor customer service.
When I applied for the loan Navy Federal failed to reach out to move forward. When I was finally contacted XXXX was very rude and she hung up on me just because I asked her to repeat herself. Then an associate who stayed she was her boss called XXXX, we got through a lot of her questions we got disconnected I called back even left a voicemail but never heard from her. I had to contact Navy fed again since I was charged for credit pull and didn't receive any services for the pull.
Finally XXXX XXXX reached out and expressed they were sorry for the events transpired. She stated Navy Federal wanted my business and would do what they could to turn things around as this is not how Navy Federal conduct business.
Perhaps this is my fault for believing Navy Federal would provide me a good experience after dropping the ball and I shouldve stayed with my initial lender XXXX XXXX. I was still afraid to switch and even during the process navy federal wasn't organized and didn't communicate well either.
1. From an organization perspective I the borrower had to initially stalk Navy Federal after the fees for credit pull was taking to get a status and to move the application along even with me asking for a rush.
2. Documents were constantly being requested that were previously sent which caused delays in processing.
3. Documents were being requested in one offs that are part of a process i.e., master condo policies COI etc. These were nothing specific to me as a buyer but as the banks process for Condos, so all documents should been have asked for up front same as the initial W2, tax documents.
4. The personnel that were processing the loan rarely acknowledge receipt of requested documents from buyer or agent office.
5. The condo questionnaire that was requested with less than a two day turnaround was sent them it sat on someone desk, no out of office reply alerting the agent office to contact someone else to keep the loan moving.
6. The asking for incorrect document needed again is like the bank had no clue on what is required for an internal process, creating more delays as everyone ( myself and agent office ) was very responsive with all request even those duplicated.
7. The initial cd was gun decked NO DUE DILIGENCE at all, I guess associates are more concerned about getting home than doing things correctly, as I got this at the end of business day. Then me as the borrower with 15min saw huge mistakes that took still took Navy Federal forever to correct. How can a borrower find errors quickly but associates that do this task day end and day out send one with so many errors?
8. The final disclosure was also incorrect AGAIN NO DUE DILIGENCE and sent at the very end of the work day 4:30 CST. No one could answer any questions to explain the CD to me. Then the blame game started with Navy Federal trying to put the items I had questions on to the title company. This is not my first closing, this is however the first time a lender was not able to answer my questions on the CD.
9. The day of closing the CD is still incorrect hold up my entire closing and the root cause goes back to the initial problem poor customer service. I sat in closing for over 5 hours, approximately 8:25-1:25 and all the documents were signed before 9am except for the closing disclosure.
We ( lawyer, agent and myself ) contacted Navy Federal immediately when the title company alerted us that Navy Federal was unwilling to make the changes needed. I made contact with XXXX as he and XXXX were the associates that indicated that surplus would be appropriated to the loan amount. He answered his phone initially and we ( lawyer, agent and myself ) had to keep stalking/calling Navy Federal to see whats going on.
I heard from XXXX but as hours went passed I heard nothing from Navy Federal. When XXXX finally responded I finally hears back it was over 3 hours later after numerous emails and calls to the bank. I literally had to stalk Navy Federal which is exactly how my loan started. No apologies no update to keep me in the loop. The only updates I got was from the title company on all the bizarre changes Navy Federal was trying to do.
It is beyond my comprehension how the bank would change who pays the title owner premium as it is outlined in the contract. It is clear it is paid by the seller. In addition to the bank modifying number, they reduced the seller credit to me, again this is in the contract.
It was identified in the beginning ( XX/XX/XXXX) that it looks like there will be overage and in that event that occurred the remaining amount would be applied to the principal. This was stated in the very beginning XX/XX/XXXX and reiterated on XX/XX/XXXX in writing I have an email. As a customer I can not understand how my bank would do something like this to any customer and not even feel compelled to ever reach out and say something. The only time in over 4 hours I heard from the bank was when my agent or I called. Navy Federal mistake should not have been passed down to me and it also cost me money. Since Navy Federal decided to gun deck my loan, I had to pay those extra hours my movers while I was stuck in closing.
This was a quick fix. Move the title owners premium to the seller side as stated in the executed contract and update the seller credit back to the contract on the CD. Navy Federal credits could have simply been completed on Navy Federal after closing.
These are just a high level overview that capture some of the mishaps that occurred as I do not have the time to document them all since there were so many! Sending a CD should not be at the end of business day especially when it is already late. A CD should not take 3 days and on the 4th day my closing still be incorrect. I understand minor changes as I have seen them at previous closing but they were all resolved in minutes. I still regret choosing Navy Federal over XXXX, this was horrible experience and I would not wish this on anyone. Navy Federal has been my primary bank for years, it is apparent that I need to change that. I am beyond upset at how I was treated.
Navy Federal personnel I had interactions with during this loan, the behind the scene associates I do not know but as a group Navy Federal failed me big time and cost me more money as my movers were by the hour and Navy Federal took 4.5 of them minus the .5 that we actually signed documents.
Note : XXXX was the only person to apologize although it was literally after sitting in the closing for over 4 hours, it was nice to hear someone say Navy Federal was at fault.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( do not have last name ) but he is the associate that kept telling the title company he didnt know how to do task.
XXXX ( She was XXXX fill in person on Thursday as he was not there when the final CD was provided ).
XXXX XXXX XXXX XXXX manager I believe XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-10
NY
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Complaint: I received a vehicle loan from navy federal credit union and after I got the loan all my payments were made on time but then I got a letter from navy federal credit union stating that the title was in my name without a lien holder which I didn't know, so then they started threatening to change the loan to a signature loan and raise the payments if I didn't sign the title and send it to them, so being in good faith I signed the title and mailed it back and they raised my payments anyways from XXXX to XXXX which is not the agreed upon amount that I signed and agreed too. I went as far as to tell them to come and get their property numerous times and in return they told me no they won't come and get it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-09
Key Biscayne, FL
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: Greetings, on XX/XX/2018 I contacted navy federal to let them know that they have been some charges on my account by a company named XXXX and they temporarily credited my account. On XX/XX/XXXX they reversed the charges stating that they was no errors and as I am typing another agent is telling me that why I dont dispute the other charges on my card. So irrelevant to what my issues are. This is not the first time navy federal has done that to me and now enough is enough, they state that they protect service member but instead they are protecting companies that are taking advantage of customers.
Now mind you I was in the hospital having a XXXX XXXX XXXX XXXX and after I got back home Ive been in bed and having XXXX at home. This company is the worst and I need help on resolving this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-08
Unable to get your credit report or credit score
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Other problem getting your report or credit score
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-07
Wesley Chapel, FL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: I went to the dispute resolution center to file a claim about a transaction from a fraud merchant. I was sold a product with no box that was defective and full price. The merchant scammed me which is appalling considering it was a business in XXXX XXXX airport. My credit union did little to nothing to investigate the company or the dispute and simply said they could not help me any further which is untrue and very complacent for an establishment that I trust my money with.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-02-07
N N, VA
Managing an account
Checking or savings account: Savings account
Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-02-07
Fort Russell, IL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type INSTALLMENT Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage - Balance {$11000.00} Balance Updated XX/XX/XXXX Original Balance {$16000.00} Monthly Payment - Past Due Amount {$11000.00} Highest Balance - Terms 72 Months Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT.
Comments - Contact Information XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX XXXX XXXX XXXX XXXX NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type INSTALLMENT Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage - Balance {$4000.00} Balance Updated XX/XX/XXXX Original Balance {$4000.00} Monthly Payment - Past Due Amount {$4000.00} Highest Balance - Terms 60 Months Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT.
Comments - Contact Information XXXX XXXX XXXXXXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX XXXX XXXX XXXX XXXX NAVY FEDERAL CR UNION View All Accounts Previous Next Details Account # XXXX Original Creditor - Company Sold - Account Type REVOLVING Date Opened XX/XX/XXXX Account Status Closed Payment Status Charge-off Status Updated XX/XX/XXXX Usage 101 % Balance {$5000.00} Balance Updated XX/XX/XXXX Credit Limit {$5000.00} Monthly Payment - Past Due Amount {$5000.00} Highest Balance - Terms Revolving Responsibility Individual Your Statement **CONSUMER STATEMENT** DELINQUENCY DUE TO EXTENDED UNEMPLOYMENT.
Comments Credit line closed-grantor request-reported by subscriber Contact Information XXXX XXXX XXXX XXXX XXXX, VA XXXX ( XXXX ) XXXX Payment History XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX XXXX FP XXXX FP XXXX FP Apr FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP XXXX FP
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation