NAVY FEDERAL CREDIT UNION

2019-01-04

Bremen, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I'm beyond frustrated at Navy Federal!! I keep getting fees on top of fees. I'm making deposits and then charged NSF Fees and then when debit card purchases come through which if the funds were not in my account in the first placed would be declined. But when they clear my account I'm then charged overdraft fees. I was told on XX/XX/XXXX a debit card purchase for {$3.00} caused my account to become negative, but this is only after I was charged two {$29.00} NSF Fees at the time I used my debit card {$3.00} was available in my account. This same issue happened on XX/XX/XXXX when a debit card transaction cleared my account on XX/XX/XXXX for {$59.00} but I was not charged an overdraft fee of {$29.00}. It is absolutely ridiculous to charge me NSF fees and Overdraft fees at the same time once debit card purchases ( funds are in my account or purchase would be declined ) post to my account. Spoke to XXXX the supervisor on XX/XX/XXXX and she could not tell my why I was charged {$29.00} in once instance and not the other. It's infuriating when the financial institution you bank with can't even inform you when you are or are not assessed fees. In addition to this madness I was told XXXX was submitting the {$15.00} payment again through my account on XX/XX/XXXX ( can't see it and was told by XXXX that they do not submit ACH Payments twice, yeah ok ) I was told by XXXX to make deposit ( done at XXXX XXXX on XX/XX/XXXX while on the phone with XXXX ) and call between XXXX - XXXX on XX/XX/XXXX to have transaction processed for payment only to be told by XXXX the supervisor that it is only a process that can occur if the error is on Navy Federal and between the hours of XXXX - XXXX ( deposit made at XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-01-04

Tarzana, CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: XX/XX/XXXX, a letter was written by Navy Federal Credit Union stating if I paid XXXX they would settle my credit card account and stop collection processes and send a letter showing the account settled. This did not happen. XX/XX/XXXX I recieved a letter basically bait and switching me. The letter stated we did not have a settlement agreement and they still took my payment and still owe XXXX pus and they look forward to speaking to me to settle the account. Basically took my money and did not supply what was promised. A settled credit account and a letter showing this. Instead, they took my money and are making me pay off the remaining balance. I have a photocopy of the letter, which was also sent with the payment so no mistakes would happen. I'm pretty sure they thought because I sent the letter with the payment, I can not prove that's what they said. Not true. I have a copy of the settlement letter and the letter stating they basically took my money and went against their agreement. These are attached with this complaint. I also have proof of when the payment was mailed. It was tracked.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-01-04

Smyrna, SC

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Navy Federal overdrafted my checking account to pay my credit card bill without my permission. Then closed the account. The amount is {$12.00}. I don't have a problem paying the {$12.00}, but I never authorized that payment and others they took. This is a financial crime that needs to be investigated. It happened in XX/XX/2018. I'm not sure of the month. When I called they tried to get me over to a collection agent and I tried to explain what happened and they continuously tried to collect the {$12.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2019-01-03

Braddock Hills, PA

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

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

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

Timely Response

2019-01-03

Cols, GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

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

Timely Response

2019-01-02

Cheverly, MD

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: My husband has also made a complaint against Navy Federal. He took out a personal loan and in XX/XX/2018, Navy Federal contacted me to say he was late on the loan payment and that I was a co-signer. I never co-signed any loan. I have never been in a Navy Federal location and have not signed any documents with them. Prior to this, we had an identity theft issue at Navy Federal where they said we had a loan out and my husband ended up filing a police report. In the summer of XX/XX/2018, I got a call again from Navy Federal saying my husband 's checks bounced. I told them again that I did not co-sign for the loan and they urged me to not take my name off of the loan as it would cause my husband legal trouble. My husband said he signed up for the loan over the phone and then went into a Navy Federal location to sign the paperwork. We then asked for them to mail us the paperwork where it would indicate I co-signed the loan and we never received anything from them in the mail. In XX/XX/2018, I received a letter from Navy Federal stating the loan had an outstanding balance of XXXX. My husband took out a loan for XXXX to consolidate debt from medical bills. The last time he spoke to Navy Federal, he had explained that he had lost his job and that they were working out an installment plan. We had no indication that this loan had accrued XXXX in fees. No letter or phone call was made and he was under the assumption that the installment plan was still in place. When I contacted Navy Federal again, they said that the loan was in collections and we would not be able to remediate the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2019-01-02

Eller, NC

Incorrect information on your report

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

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

Timely Response

2019-01-02

Kennesaw, GA

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2018-12-31

Houston, TX

Communication tactics

Debt collection: Mortgage debt

You told them to stop contacting you, but they keep trying
Complaint: I read online that Navy Federal Credit Union had a fine imposed due to their debt collection tactics. I experienced this issue with the credit union due to initiating a short sell in XXXX. My accounts were frozen without receiving notification and then when calling the credit union to find out what was the issue not receiving immediate answers. I also received several calls and letters from the organization despite having contracted with a lawyer that informed the credit union they were to contact my lawyer and not me. The short sell was finalized in XXXX. Since learning of the fines imposed I have called the credit union on at least 3 occasions to discuss what type of compensation I would be receiving as I was a victim of the unethical debt collection tactics. No one knows what I am talking about at the credit union and none of my accounts have a received a credit due to imposed fines. Please assist.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-12-31

Herndon, VA

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

2018-12-30

N Palm Beach, FL

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

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

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

Timely Response

2018-12-29

Atl, GA

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-12-29

CO

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Complaint: Over the last few months I have been receiving excessive fees for insufficient funds. A few days ago a received a total of {$200.00} worth of fees on transactions that were {$0.00}, {$1.00}, {$0.00}, {$9.00}, etc. I have a problem on how they prioritize what they process first and what they decline. All these fees were charged to my account a day before my direct deposit was supposed to go through. When I called about getting some of the fees waived. I was told since as a courtesy I received {$170.00} worth of fees credit back to my account this year they cant help me, but they havent taken to account the hundreds of dollars they have also taken away.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-12-28

Travelers Rest, SC

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 monetary relief

Timely Response

2018-12-28

Orange Park, FL

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

2018-12-28

Houston, TX

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

2018-12-28

Rialto, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

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

Timely Response

2018-12-28

Temperanceville, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I receive periodical payments from the department of veterans affairs for travel to and from doctors appointments. I have received over 100 of these payments to my account. On XX/XX/2018 I received one for {$17.00}. On XX/XX/2018 my bank made a withdrawal on my account for {$17.00} without my permission.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-12-28

DC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On the date of XX/XX/2018 I contacted Navy Federal and advised that fraud had occurred on my debit card, ending XXXX. Fraud claims were filed on all reported transactions ( {$62.00}, {$83.00}, {$62.00}, {$46.00}, {$20.00}, {$9.00}, {$44.00}, {$170.00}, {$8.00}, {$44.00}, {$15.00}, {$25.00}, {$100.00} ). As a result of the fraud claims being filed a provisional credit was issued to my account in the amount of {$700.00}. An alleged investigation was conducted and determined that allegedly no fraud had occurred for the transactions ; as a result the provisional credit issued to me was removed. During my phone conversation on XX/XX/2018 I informed Navy Federal that the funds did not dispense from the ATM. just as i did the first time I disputed said transactions when the rep. entered the claim as fraud. Navy federal sent me a letter decision/legally meritless statements from atm owner in XXXX regarding the transactions that are in dispute. the letter decision/non-factual conclusions based on circumstantial " evidence '' which draw no conclusions of FACTS regarding this matter is what Navy Federal is using as a reason to not refund my money. I previously stated to Navy Federal, that I did not benefit from these transactions. I was not disputing if the atm dispensed cash As the unverified documents or papers navy Federal has purportedly forwarded to the address on file pertaining to the XXXX XXXX XXXX. account claim. To be clear, I am disputing the unfactual claims that I, XXXX XXXX XXXX as account beneficiary actually received or benefitted from the disputed funds. I did not benefit from these transactions nor did i receive the funds from the atm transaction ( s ). The atm did perform as if the funds would be dispensed however the funds were not dispensed FOR ME. Navy Federal 's unverified conclusions were based solely on circumstantial papers or hearsay from a third party, that do not support the atm owners claims, if they are in fact alleging that I was ever in receipt of the disputed transactions amounts. Thus, no documentation or papers provided by the atm owner support any claims regarding my actual dispute and as a result thereof the papers provided by the Atm owner are nonresponsive to my claim. The decision of denial regarding the disputed transactions Is prejudicial to, XXXX XXXX XXXX as Beneficiary of the XXXX XXXX XXXX account. without verified proof Navy Federal has a duty to replace the funds taken from the XXXX XXXX XXXX account. Moreover, To prevent ATM owners from denying claims arbitrarily, they must be able to provide supporting documentation in this case they did not. If the atm owner wishes to pursue this matter further, he/she must provide additional documentation for further review. If he/she is unable to provide additional documentation Navy Federal has a duty to honor their policy or terms and conditions regarding the disputed transaction amounts by crediting the XXXX XXXX XXXX account in the amount of the disputed transactions. Sincerely, XXXX XXXX XXXX, Account beneficiary All rights reserved XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-12-27

Roswell, GA

Getting a line of credit

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

2018-12-27

Glen Allen, VA

Problem when making payments

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

Problem during payment process
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-12-26

Jersey City, NJ

Problem when making payments

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

2018-12-26

Blackbird, DE

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: Few months ago I had to report several fraud claims because some transactions were still pending, some I missed on my phone and some I had to investigate further. Still, NFCU has no way for consumers to modify or add to an existing fraud claim. Next thing I know, without calling me or anything they cancel my VISA DEBIT ATM Card to my ONLY account. Said I had too many fraud claims, then denied the last claim that they used to freeze my ability to access my funds. So, jump forward to now, I still have a checking and savings account with NFCU and the ONLY way to deposit funds, or access my funds is to go into a branch. Im been out on XXXX and FMLA so when my job messed up my last 3 direct deposits and mailed checks I had no way to deposit my checks and they bounced stuff and gave me more fees. Then with the holidays they closed early. So, I try depositing a check with the mobile app and its denied. Still NFCU is racking up more fees on my accounts. Also, have a NFCU Visa Rewards and I tried to deposit a XXXX check on that card and was told basically if NFCU liked me I could but as of XX/XX/XXXX they will not be reinstating my Visa card on that account either. The account they kept letting charges go through when there was no limit to cover it. Then sent those same charges over to my Checking account. So, without even a phone call from this place they have completely closed and restricted anyway for me to access my own accounts. Ive even asked for just anATM Card to make deposits and they said they dont have savings acct ATM cards. Nevertheless, you fined NFCU over {$23.00} million dollars in XXXX for doing similar actions to consumers. Also NFCU was advised to come up with rules guidelines and they still havent. Read below : WASHINGTON, D.C. Today the Consumer Financial Protection Bureau ( CFPB ) took action against Navy Federal Credit Union for making false threats about debt collection to its members, which include active-duty military, retired servicemembers, and their families. The credit union also unfairly restricted account access when members had a delinquent loan. Navy Federal Credit Union is correcting its debt collection practices and will pay roughly {$23.00} million in redress to victims along with a civil money penalty of {$5.00} million. Navy Federal Credit Union misled its members about its debt collection practices and froze consumers out from their own accounts, said CFPB Director XXXX XXXX. Financial institutions have a right to collect money that is due to them, but they must comply with federal laws as they do so. Navy Federal Credit Union is a federal credit union based in XXXX, Va. As a credit union, it offers a wide range of consumer financial products and services, including deposit accounts and loans. Membership in the credit union is limited to consumers who are, or have been, U.S. military servicemembers, Department of Defense civilian employees or contractors, government employees assigned to Department of Defense installations, and their immediate family members. It is the largest credit union in the country, with more than {$73.00} billion in assets as of XX/XX/XXXX. The CFPB investigation found that Navy Federal Credit Union deceived consumers to get them to pay delinquent accounts. The credit union falsely threatened severe actions when, in fact, it seldom took such actions or did not have authorization to take them. The credit union also cut off members electronic access to their accounts and bank cards if they did not pay overdue loans. Hundreds of thousands of consumers were affected by these practices, which occurred between XX/XX/XXXX and XX/XX/XXXX. The practices violated the Dodd-Frank Wall Street Reform and Consumer Protection Act. Specifically, the CFPB found that Navy Federal Credit Union : Falsely threatened legal action and wage garnishment : The credit union sent letters to members threatening to take legal action unless they made a payment. But in reality, it seldom took any such actions. The CFPB found that the credit unions message to consumers of pay or be sued was inaccurate about 97 percent of the time, even among consumers who did not make a payment in response to the letters. The credit unions representatives also called members with similar verbal threats of legal action. And the credit union threatened to garnish wages when it had no intention or authority to do so. Falsely threatened to contact commanding officers to pressure servicemembers to repay : The credit union sent letters to dozens of servicemembers threatening that the credit union would contact their commanding officers if they did not promptly make a payment. The credit unions representatives also communicated these threats by telephone. For members of the military, consumer credit problems can result in disciplinary proceedings or lead to revocation of a security clearance. The credit union was not authorized and did not intend to contact the servicemembers chains of command about the debts it was attempting to collect. Misrepresented credit consequences of falling behind on a loan : The credit union sent about 68,000 letters to members misrepresenting the credit consequences of falling behind on a Navy Federal Credit Union loan. Many of the letters said that consumers would find it difficult, if not impossible to obtain additional credit because they were behind on their loan. But the credit union had no basis for that claim, as it did not review consumer credit files before sending the letters. The credit union also misrepresented its influence on a consumers credit rating, implying that it could raise or lower the rating or affect a consumers access to credit. As a furnisher, the credit union could supply information to the credit reporting companies but it could not determine a consumers credit score. Illegally froze members access to their accounts : The credit union froze electronic account access and disabled electronic services for about 700,000 accounts after consumers became delinquent on a Navy Federal Credit Union credit product. This meant delinquency on a loan could shut down a consumers debit card, ATM, and online access to the consumers checking account. The only account actions consumers could take online would be to make payments on delinquent or overdrawn accounts. Enforcement Action Pursuant to the Dodd-Frank Act, the CFPB has the authority to take action against institutions or individuals engaging in unfair or deceptive acts or practices or that otherwise violate federal consumer financial laws. Under the terms of the order, Navy Federal Credit Union is required to : Pay victims {$23.00} million : The credit union is required to pay roughly {$23.00} million in compensation to consumers who received threatening letters. Most will be eligible for redress if they received one of the deceptive debt collection letters and they made a payment to the credit union within 60 days of that letter. In addition, all consumers who received the letter threatening to contact their commanding officer will receive at least {$1000.00} in compensation. The credit union will contact consumer So how is it XXXX, almost XX/XX/XXXX and they are still cutting off members electronic access to their accounts and bank cards if they report fraud too much or if they think you are being reckless or if they did not pay overdue loans etc. So, Ive had plenty of money for days but no way to even make a deposit into my own accounts. I appealed and got nowhere. This messes with my job, my insurance bounced from bill pay because I couldnt deposit money. I need help! I told the NFCU credit card department about my checks being messed up and mailed and they just seemed to not care and basically told me I was getting fees for not telling them 48 hrs sooner. I didnt know 48 hrs ago. So, they are closing my account when my card expires in XX/XX/XXXX. I should be able to make deposits and withdrawals from my own accounts. I need help because they are still doing this to others too. Please help me. Im hundreds negative now when I should be plus if I would of been able to deposit my check Friday after hrs and on Saturday after hrs. Two checks for thousands and they are steady bouncing items. Please call XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-12-24

Kingstree, SC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I am trying to resolve an issue i have with Navy Federal. My checking account was closed due to an excessive overdraft that i didn't authorize. My debit card was used to withdraw funds that weren't available but were approved by my bank. I've reached out to the via phone an mail after i tried to open a new account but was denied due to those fraudulent transactions that caused my checking account to be closed. I don't want that account to be reported to XXXX or added as a derogatory account on my credit report. I have researched others who've had similar issues and became aware of other customers with this problem as well as having their Navy Federal accounts hacked by others.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-12-22

Charleston, SC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Friday, XX/XX/2018, I received a deposit/credit from a merchant for {$35.00}. Navy Federal transferred that money from my checking account to one of my credit cards, without my permission. I am days behind on the card, but blocking me away from my checking account is absurd, especially this being my first time. I haven't had any income for months now and I tried to get help before it got to this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response