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 5
2019-11-15
Columbia, SC
Closing an account
Checking or savings account: Checking account
Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-14
NC
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Company Response: In progress
2019-11-14
Key Biscayne, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: In progress
2019-11-14
2019-11-14
San Diego, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: In progress
2019-11-14
Monrovia, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: Sent to the CEO, XXXX XXXX and Supervisor, XXXX XXXX via email on XX/XX/XXXX : Ms. XXXX, Please help me to understand why the following has happened. Multiple documents that I have submitted via NFCU 's " Home Squad '' upload system, and faxed to my Processor XXXX XXXX, mysteriously vanish into thin air - even though I am able to view them on your website, and the date stamps from XX/XX/XXXX showing they were sent. I was called last week by Ms . XXXX advising me that the following documents were " missing '' from the underwriting review : Forms SSA89 for both Borrowers Form W-2 for XXXX for Borrower, XXXX XXXX Trust Certificate for Revocable Living Trust I looked at Home Squad and all of these documents had been uploaded in XXXX, as well as faxed using the NFCU Fax Cover Sheet, to the attention of Ms . XXXX. Yet last week, they were nowhere to be found. Now I had to re-submit the documents, for the third time, and it's still pending go back for a final review to clear to close.
Today, I get a call from Ms . XXXX advising me she " knew of my complaints, '' and could not answer as to why the uploaded and faxed documents didn't get " indexed '' to my loan profile. I let her know that I was upset that I've been repeatedly sending documents, and then told I never sent them - when your own systems show them sitting on your servers.
Lastly, WHY would XXXX XXXX Supervisor tell her that I expressed concerns with XXXX? She told me today " I'm well aware of the multiple complaint 's you have reported about me personally, from my Supervisor. '' How am I supposed to feel comfortable speaking to her after being told that? Additionally, why would your Supervisor provide her detailed information about my complaints that related to her, while she's in the middle of processing my loan? That gives me the impression she can take adverse actions to delay the process even more, due to my complaints.
I expect an answer, and I expect this loan to get final approval and closed - so I don't have to continue to deal with XXXX XXXX.
Regards, XXXX XXXX and XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Sent to the CEO, XXXX XXXX via e-mail on XX/XX/XXXX : Hello - I would like to file a complaint regarding my pending mortgage refinance application # XXXX. I was assigned to Loan Processor, XXXX XXXX. I have nothing but difficulties getting in touch with my Processor by phone, email, or fax. 99 % of my contacts have gone with no response. Today, I realized my loan process hasn't gone anywhere and tried to contact XXXX XXXX after my email on XX/XX/XXXX went unanswered, my phone message to her " backup '' who I was told was not available for calls on XX/XX/XXXX went unreturned, then today I get an auto-reply that my Processor is out of office until XX/XX/XXXX? Meanwhile, title and settlement services have not been opened with the provider and agent that I gave during the initial document stage, my appraisal has not been ordered, everything is just sitting until someone feels like doing something? I had previously reached out to XXXX XXXX Supervisor, XXXX XXXX who essentially wrote back to me in an email ( which I can forward ) and said 1 ) Expect to wait 100+ days for the refinance to complete 2 ) Don't expect a response to any contact for several weeks at a time? How is this acceptable service? I have constantly bragged about how great NFCU was and great their rates were, but this refinance has totally shocked me with how poor of a service level NFCU finds acceptable. Yes, your rate match is good, you matched a competitor 's offer, but now you've put me into a place where I withdrew my application with the competitor so that I could keep my loan with NFCU, and now it's like a bait and switch, I'm stuck with horrible Mortgage Processing, and walked away from the rate the competitor offered me ( and a close within 45 days ). Can you do anything to get this process moving with a better or more efficient Processor and Supervisor? 100+ days and 2 weeks for a call or email reply is a bit ridiculous.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-14
Ridley Park, PA
Problem caused by your funds being low
Checking or savings account: Checking account
Bounced checks or returned payments
Complaint: I am dire straits due to the excessive returned fees on my account. I have over 15 {$29.00} charges on my account. I am trying to get my account out of the red and then I have another return fee. The bank has only returned 2 fees, which is no help
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-13
Montgomery, AL
False statements or representation
Debt collection: Mortgage debt
Attempted to collect wrong amount
Company Response: In progress
2019-11-13
Jacksonville, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: In progress
2019-11-13
Magnolia, TX
Dealing with your lender or servicer
Student loan: Private student loan
Trouble with how payments are being handled
Complaint: After several weeks of money being in my checking and savings account with Navy Federal, there was a random adjustment on my account which left me with a balance of {$0.00}. When calling to clarify why this occurred I was told that it was due to a charged off student loan. When I asked about more information on this student loan I had no record of on my Navy Federal account page or credit report, the representative said the only way they've tried to contact myself and my cosigners is through phone. Neither my cosigners or myself have received any phone calls about this particular loan, given I am still in college, so there was confusion why I needed to start paying back the loan while I was still in school anyways. The representative hung up in my face when she couldn't provide the proper answers to my questions about this loan I have no record of. I asked for a reported fraud and investigation in a later phone call back. On XX/XX/XXXX I received my paycheck but noticed that when checking my account, it was adjusted again and my entire paycheck was gone. I called Navy Federal that morning informing them that the money adjusted was for my rent and car note and needed to be reversed because I did not authorize anyone to deduct from my Navy Federal account. I was transferred to the private loan company in which they informed me that 1 ) They would not reverse the transaction 2 ) They acknowledged that they had notes that I wanted an investigation for fraud, yet did not follow through and 3 ) They would continue to pull all funds deposited into my Navy Federal account although authorized to stop. Through all phone calls I have yet to be updated about this private student loan, they have yet to give me a remaining balance or loan number, and they refuse to help me understand why representatives cant give me any information about the loan other than its charged off.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-13
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
2019-11-12
San Diego, CA
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
2019-11-12
Mishawaka, IN
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Company Response: In progress
2019-11-12
Orion Twp, MI
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: In progress
2019-11-12
Parkland, WA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief
2019-11-11
San Jacinto, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: On XXXX XXXX, XXXX, XXXX and XXXX XXXX submitted a home loan application at your XXXX Navy Federal Branch with Ms. XXXX ( XXXX ). She provided excellent customer service but every encounter thereafter was less then professional. XXXX advised us the we would receive an offer letter within two weeks of submitting the loan application.
Using the XXXX provided all requested documents on XXXX XXXX, XXXX. We did not hear anything from Ms. XXXX for over a week. My husband called and emailed her several times.
After three weeks we finally received a call and email correspondence on XX/XX/XXXX, stating that a decision was made and to return her call to go over the decision. My husband spoke with her and she advised him the the loan was denied and she did not provide specific details regarding the loan denial. She merely stated that we had to many delinquencies in the past 12 months. My husband is a veteran and he served XXXX yrs. in the XXXX XXXX and we are both government employee 's. We have had a attitude of service for both the country and state of California but no one will serve him!
Ms. XXXX XXXX did not provide information about were we could retrieve the information used to deny the loan. Her lack of professionalism with regard to timeless, providing information, and lack of customer contact throughout the process, made our experience horrible.
My husband and I feel discriminated against because we were asked where we wanted to purchase our home, because he is paying {$740.00} per month in child support ( which will cease in XX/XX/XXXX ) and because my husband and I complained about her vigorously. We called the Navy Federal Branch manager and supervisor ( who we couldn't get on the phone ) who we left messages with requesting a return phone call. No one ever returned our calls.
We submitted a written request for an appeal of the decision and yet again ; no correspondence, decision, contact, answered calls. As a matter of fact the phone number she leaves on her voice mail is disconnected. Call it : Her Cell - XXXX and the number she says to call her at XXXX ( disconnected ) We will be reaching out to the State Attorney General 's Office to see if any laws have been broken and to request some mediation/resolve. We would love to here from you.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-10
Columbus, OH
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: In progress
2019-11-09
Jacksonville, 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
2019-11-08
Chelyan, WV
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Company Response: In progress
2019-11-08
Chelyan, WV
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information is missing that should be on the report
Company Response: In progress
2019-11-08
Bedford, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Old information reappears or never goes away
Company Response: In progress
2019-11-08
Rock Hill, SC
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
2019-11-08
Niantic, CT
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I requested a 5 year amortization. Navy Federal Loan Officer XXXX XXXX refused to let me have a 5 year amortization and insisted I could only have a 15 year amortization. Navy Federal also had a promo he pretended not to know about. I submitted a complaint and requested a different loan officer. Navy Federal equity loan department did not honor my request and did not assign me a new loan officer. For over 2 weeks their dept. has kept it as the original loan officer XXXX XXXX. I called again on XXXX and spoke with a Supervisor in the equity loan dept. named " XXXX '', number XXXX. XXXX also did not switch me to a loan officer. Instead of complying with my repeated request for a new loan officer to be assigned, he kept talking to me about me submitting paperwork. He continued to argue with me that I should return the loan application paperwork, and continued to not assign me a new loan officer and now I am filing this complaint.
XXXX XXXX should be fired for trying to deny me the promo, and not signing me up for the promo as the notes on my application stated I wanted. He also tried to bully me into a 15 year amortization instead of 5 year amortization. Navy Federal specifically told me on the phone that I could have a 5 year amortization, and he tried to deny that. XXXX, should also be fired for arguing with me about loan paperwork and trying to convince me to return loan paperwork when he was not complying with my request for a new loan officer to be assigned.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2019-11-07
Bedford, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: In progress
2019-11-07
GA
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: This was a few years ago when I was a XXXX or so in the XXXX. I had fell for a loan scam where the scammer asked for my banking info to input funds. like a dummy I fell for it and who ever the guy was deposited fake checks in my account and my account ended up restricted or whatever. I called navy fed then to solve the issue, they did conduct a investigation and said I was at fault for depositing the checks. In which I DID not the scammer did. They never went into detail about anything. Im disappointed in how they treated the manner. Even though I didn't deposit the checks I figured I pay the amount of what it was, to see if I can get my account back. So I called the bank and talked with the charge off department, and the representative told me as long as I paid the amount I can open a new account in which I was really happy about, because I love navy federal. So I paid them the amount only for the security team to tell me I can't open a account, which made me upset. So I get scammed from some XXXX on the phone ( which I take full blame for ). For a check that I guess went through ( my access was restricted so I couldn't see ) and I can't open a account/account restricted? What happened to protecting the MEMBER? Did y'all even verify my signature?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation