NAVY FEDERAL CREDIT UNION

2018-11-03

Washington, DC

Incorrect information on your report

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

Account status incorrect
Complaint: I was shocked when I reviewed my credit report and found a late payment for the following date : XX/XX/2018 I am not sure how this happened. I believe that I had made my payment to you when I received my statement. My only thought is that my monthly statement did not get to me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-03

Belle Haven, VA

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Complaint: NAVY FEDERAL CU account with debt amount of {$750.00} is not mine, identity theft. dispute has been sent to the company 4 times without any solution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-02

Closing on a mortgage

Mortgage: VA mortgage

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

Timely Response

2018-11-02

Fort Worth, TX

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
Complaint: I was contacted XX/XX/2018 by a Navy Federal Representative in the collection/payment servicing department. I made arrangements to pay the account on the XXXX via an ACH debit. I was told that would prevent my account from being late. The transaction never debted my account and I contacted Navy Federal on XX/XX/XXXX in regards to the 30 day late they reported on my credit. I was advised that they had no record of my payment arrangements.I was inaccurately reported late and advised each representative that I was closing on my home after building it for over a year and that I could not afford the late on my credit. I was trying to juggle my wife being sick and not working anymore along with paying all of the bills, all I was requesting was to be granted enough time to make the payment and they did not honor the payment arrangement we had made. I called in again XX/XX/XXXX. 2018 and spoke to a XXXX in the collections department he was very rude and condescending he spoke to me in circles and never honored my request to speak to a supervisor after asking 6 times. I am now unable to close on my home and about to go into foreclosure on the loan. I have contacted Navy Federal numerous times and no one is willing to allow me to speak to a supervisor or their Executive Office. I have never been late on this card and paid every month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-02

Murrieta, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-11-02

Lk Buena Vis, FL

Fees or interest

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

Charged too much interest
Complaint: NFCU Charged me interest on my card even if I made more than enough payment. I have an outstanding balance transfer which is up to date and purchased something online less than {$15.00}. Before the due date I made a {$350.00} payment and still charged me interest.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-01

WA

Charged fees or interest you didn't expect

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

Complaint: On XX/XX/18, I contacted Navy Federal Credit Union and spoke to XXXX, Consumer Loan department. I inquired about my personal loan and why I was being charged {$29.00} fee assess since XX/XX/2018, which I wasn't aware of. XXXX was not able to assist me and he talked hastily and was discourteous. I was very dissatisfied with his service, and told him that I wanted to speak to his supervisor and was going to write a complaint against him. He said, that's okay, go and make a complaint on me, and you should wait 3-5 minutes to talk to my supervisor. I then spoke to XXXX, Supervisor, Consumer Loan about why I was being charged {$29.00} which I was not aware of and there were times that I would contact Navy Federal Credit Union to inform them of my payments due to direct deposits received from my pensions since I am a XXXX veteran, retiree and on a fixed income. I also asked whether Navy Federal credit union has a grace period less than 10 day. She informed me that there are no grace period on loans which I was not aware of. She apologized that I was not informed about that. She informed me that XXXX XXXX XXXX does not guarantee grace period on loans. I was charged the following : XX/XX/18, fee assessment, {$29.00} ; XX/XX/18, increased balance adj, {$29.00} ; XX/XX/18, fee assessment, {$29.00} ; XX/XX/18 ; increased balance adjustment, XX/XX/18, {$29.00} ; XX/XX/18, fee assessment, {$29.00} ; XX/XX/18, increased balance adjustment, {$29.00}. I informed XXXX that Navy Federal Credit Union has been overcharging me and I didn't received any notice of such fees. In addition, I inquired about my credit card loan, which was paid on XX/XX/18 in the amount of {$360.00}, and she informed me that she didn't see any payment come through and ask how I paid it. I informed her that I walked into the bank and made a payment on XX/XX/18. She misled me in notifying that my credit card payment was not paid for the month of XXXX. I was not satisfied with her information. My husband and I are both senior citizens and XXXX veteran, retirees, and on fixed incomes. We've been with Navy Federal Credit Union for approximately five ( 5 ) years, and sometimes receive lousy customer service.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-11-01

Jacksonville, FL

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

2018-10-31

Grovespring, MO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I reported that my card was lost or stolen. Bank issued me a new card and provided refund of disputed charges. A few days later they reposted the charge in an amount of {$400.00} plus I paid over limit fees which were never refunded even though I never made those transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-31

Grovespring, MO

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: My bank failed to refund overdraft fees when I reported transactions as fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-30

Irving, TX

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

Timely Response

2018-10-30

San Diego, CA

Incorrect information on your report

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

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

Timely Response

2018-10-29

Barretville, TN

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-10-29

Smoke Rise, GA

Other features, terms, or problems

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

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

Timely Response

2018-10-29

Smyrna, DE

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes complaint is the result of an isolated error Closed with non-monetary relief

Timely Response

2018-10-29

Warrenton, VA

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

2018-10-29

Johnstown, PA

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

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

Timely Response

2018-10-28

Indianapolis, IN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I am reaching out today in hopes that you can help me resolve an on-going issue. On XX/XX/18 my account number ending in XXXX was charged a debit of {$500.00} for a transaction with XXXX. I have never had service with XXXX nor did I authorize this charge, so I immediately disputed it. I was under the impression that this issue was resolved, however on XX/XX/18 this disputed transaction was re-debited from my account. Since then, I've spoken to several people in the disputes department in an effort to resolve this. As of today, nothing has been resolved and I have yet to get someone to help. I am hoping that you can help me rectify this on-going issue.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-27

Quartzsite, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: Friday, XX/XX/XXXX CFPB Staff, Please provide the CFPB official claim form to me for appropriate filing for Navy Federal Credit Union ( NFCU ) members who incurred unlawful violations pursuant to the Dodd-Frank Act, the CFPB Consent Order File No. XXXX, http : //files.consumerfinance.govXXXX and subsequent mail fraud and escrow violations by Navy Federal Credit Union. I have not opened any additional personal or business loans, credit cards or lines of credit with NFCU upon the completion of the audit in furtherance of the sell of my house and close of escrow on XX/XX/XXXX. Please be advise that I physically entered the NFCU Riverside, CA branch and requesting permanently closed the NFCU accounts for both XXXX XXXX XXXX ( spouse ) # XXXX and XXXX XXXX XXXX XXXX ( son ) # XXXX well over to ( 2 ) years ago upon learning of the unlawful pilfering of funds from their accounts by NFCU. I subsequently discontinued both XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX allotments to those accounts as indicated in XXXX records. As indicated by the mail fraud documents enclosed in This complaint, I am still receiving NFCU mailings identified as Statements of Accounts for both of those closed accounts. NFCU is sending unsolicited credit card offers to my son and have refused to discontinue this course of behavior. NFCU is in breach of the Escrow contract that indicated all lawful debts ( to include the mortgage ) to NFCU had been identified by Lawyers Title Company File # XXXX whom facilitated the escrow process to initiate all debts paid to fruition and close of escrow. In breach of contract, shortly after acquiring my mortgage from XXXX XXXX XXXX NFCU increased my mortgage payment from {$1700.00} to {$1800.00} without prior written consent creating an undue financial burden. Upon written and oral request for a loan modification, NFCU employees enacted numerous actions to obfuscate financial relief with debilitating delays and threat of punitive actions throughout the process. At the close of escrow and the normal sale of my house, NFCU fraudulently listed my sale as a foreclosure and refused to change it for months causing severe damage to my credit report and the loss of the purchase of a new home. Several NFCU employees have prevaricated to the Consumer Financial Protection Bureau that all accounts have been satisfied and no further collection actions were warranted or taking place, but as indicated by the mail fraud and letters to my spouse and I documents comporting collection practices are still occurring and matching the amounts of {$55.00}, {$50.00} and {$35.00} which equal the remnant amounts I have been tracking since the close of escrow. Please refer to the NFCU enclosures for corroborative information on the consistency of mail fraud, pilfering, extortion and punitive actions against me and my family. Please be advised that an additional ten ( 10 ) page enclosure identified as, Navy Federal Credit Union Patterns of Negative Issues and Potential Breach of Contract as common Practice has been included in this complaint to indicate a pattern of consumer financial violations before, during and after the period of the CFPB Consent Order as well as my pecuniary involvement with NFCU, to include XX/XX/XXXX through XX/XX/XXXX. I am requesting to CFPB to include me in the consumer class action against NFCU as a result of multiple counts of arguably criminal financial violations of the Dodd-Frank Act, CFPB Consent Order File No. XXXX, and subsequent acts of mail fraud. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-27

Jacksonville, FL

Incorrect information on your report

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

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

Timely Response

2018-10-26

Federal, CA

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-10-26

Chesapeake, VA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-10-26

Atlanta, GA

Getting the loan

Payday loan, title loan, or personal loan: Installment loan

Complaint: I currently have an auto loan with Navy Federal for a XXXX XXXX XXXX. Recently, I started having major safety issues with the vehicle, specifically black mold is growing on the internal air take and condensation box. Every time that the car is turned on, the putrid smell and mold spores are blowing directly in my face. I filed a complaint with The Georgia Dept of Law and took the car back to the dealership. They attempted to fix the problems to no avail, so we came to a reasonable compromise. XXXX XXXX XXXX in conjunction with XXXX XXXX XXXX will take the vehicle back as trade and put me into another brand new XXXX. It is currently nearing the end of 2018 and inventory is low on XXXX base model XXXX, so they put me into XXXX XXXX which has a higher price point. On XX/XX/XXXX, I contacted Navy Federal with the request for financing of the replacement vehicle and I was given a conditional approval. The original conditioned approval was based on a collateral replacement opposed to a trade in. Why this happened is unknown to me. On XX/XX/XXXX, I went to the dealership to facilitate the exchange and new purchase. The finance manager at XXXX XXXX along with myself contacted Navy Federal with the buyers report and the total amount of financing required. The representative that I spoke to, completely botched our request by canceling the first conditional approval and thereafter resubmitting it for a loan amount of $ XXXX, which is completely inaccurate. I asked her multiple times for the email address, so that we could send her the actual buyers report and she wouldnt give it to us, she keep contacting underwriting with factious loan amounts, which resulted in another conditional loan approval and a interest rate of 10.19 %, opposed to my original interest rate of 5.99 %. Additionally, the new conditions requested a letter from XXXX XXXX stating that they understood that the title of the vehicle was in my name only and that navy federal was not a listed lien holder. I requested a manager, that stated the same thing. That manager went on to state to myself and to the finance manager that they could deliver the vehicle to me and that a check would be available for pickup from the Navy Federal Branch in XXXX on Monday, as long as they receive that letter. XXXX XXXX delivered me the car, transferred ownership, placed insurance on the vehicle and transferred my tags to the new vehicle on Saturday. On XX/XX/XXXX, I contacted Navy regarding the requested sent documents and the status of the check. The representative stated the letter did not meet the requirements because of a error on their part. I told her that the letter was faxed and emailed over 8 times between Saturday and Monday and that the letter wasnt wrong, because it was exactly what they requested. The rep then updated the status and said that it was under review. On XX/XX/XXXX & XXXX, I spoke with a manager named XXXX, who stated that there were new conditions to the approval. He went on to state that two recent pay stubs and two recent bank statements were required. I told him that it wasnt a problem but is this going to be it, because I am in possession of the vehicle and its not paid for and the dealership keeps calling me about the check. He told me to expedite sending over those documents and that he would make sure that it was worked quickly. I complied with the request and forwarded over the documents. My bank statement reflect over $ 20K per month in deposits and my check stubs show income of approx. $ 18K per month. This should clearly be enough income to support the purchase of the vehicle. Last night, XXXX called me back and stated that the loan was denied because my bank statements didnt reflect the check deposited in full. This totally blew me away! I own the law firm and I spread out my income among several banks and stock investment accounts. I am not required by law to deposit my check into one bank account for the purposes of proof of income when the total deposits, transfers and ACHs meet the burden of proof. Its egregious that I am being penalized with double the interest rate, along with ( 4 ) conditional loan approvals, a verbal approval to deliver me the car and then a FLAT OUT DENIAL!!! I have never been late on any of my bills nor my navy federal accounts. The same account that funds my Navy Federal bank accounts and auto loan is the same account that some of money goes into as witnessed by the bank statements. I am formally requesting that this matter be escalated to the office of the president and to general counsel for Navy Federal. I am starting to feel like this matter is more personal or racially motivated! I have attached my tax returns, business returns, bank statements, corporations filings, federal ein page, American Bar Assoc card, lemon law complaints and filings. After escalating my complaints along with a promise to file a complaint with the consumer finance protection bureau and the Georgia Office of The Attorney General. Navy Federal shut down my account, my daughters account and my XXXX year old mothers account and labeled them all as fraud or unable to verify my identity, after my account has been opened for over four months. Its egregious and malicious. I have a legal services firm in XXXX, valid ID, valid Social and has lived in the XXXX community for over 12 years.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-26

Hampton, VA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: A check was deposited into my account that I was not aware of I previously warned my bank about a phone call I received about a week prior to the check being deposited. My bank at the time when I called them only change my account number but they still allowed items to come in and out of my account. Now I am being punished for this. The security department will not speak with me. They are making me pay for the check without even doing any type of investigation. If I didn't continue to call them about the issue they would have never gave me the option to enter in a clam. I also change my online banking password.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-10-25

Closing on a mortgage

Mortgage: Conventional home mortgage

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

Timely Response