NAVY FEDERAL CREDIT UNION

2018-09-20

Plattekill, NY

Getting a loan or lease

Vehicle loan or lease: Loan

Changes in terms mid-deal or after closing
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-09-20

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

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

Timely Response

2018-09-19

Corona, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-19

Cols, GA

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 explanation

Timely Response

2018-09-19

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-18

Struggling to pay your 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 explanation

Timely Response

2018-09-18

Silver Spring, MD

Fraud or scam

Money transfer, virtual currency, or money service: Debt settlement

Complaint: XX/XX/XXXX I was contacted via email by a scammer who presented himself as an employee of XXXX XXXX XXXX. He received my resume from XXXX and wanted me to work as his assistant and accounts receivable manager. Once hired I received my first payment on XX/XX/XXXX and I deposited the funds. They were on hold for 2 days and once navy federal cleared them I went to the branch. At the branch before my withdrawal I asked the teller please make sure the funds have cleared all the way on the other banks end ( XXXX XXXX XXXX ). She came back after 30-40 mins and stated the check was good and cleared with the bank. I withdraw the funds and head over to XXXX XXXX to deposit the funds into a XXXX XXXX account. I thought I was paying for my training and equipment.. 2 days later I'm slapped with a {$3400.00} balance from this bad check I was told was good. Navy federal refuses to provide me with a HOLD HARMLESS to settle the balance although I have a police report number and complaints with the FBI, XXXX XXXX, etc. I have provided them with the police number etc. They should be protecting me. I'm a victim. I contacted the XXXX XXXX ( XXXX ) and they said their is a open investigation in the company because this guy is moving around the United States scamming people. He's been in XXXX, XXXX etc. NAVY FEDERAL needs to help me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-18

Ernul, NC

Getting the loan

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

Complaint: On XX/XX/XXXX, I received an email regarding assistance for NFCU customers affected by Hurricane Florence. I visited the website and read the ad. Since we lost everything in the Hurricane, I called. We have insurance but we don't know how long it will take to get funds. For the time being we are staying with family and hotel rooms. The rep takes me through the loan process and then asks which account to deposit the money into. Next she informs me of the interest rate and monthly payment. I began to very hopeful. Next she tells me I am denied due to my credit. Why would they take someone through that process who is already distraught. Their ad seemed to be a humanitarian effort. However, it is a marketing ploy for monetary gains. Making money on someone else 's misery. Humanitarians are those who get down in the trenches and help. They rebuild the community by starting with people who were affected by the tragedy. Because they know that without the community their business will fail. So they build the community up not only for monetary gains but so that they can say we were there in that moment not just for our customers but for the community.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-18

Clermont, FL

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

2018-09-17

Lemoore, CA

Written notification about debt

Debt collection: Other debt

Didn't receive notice of right to dispute
Complaint: RE-OPEN PREVIOUS CASES added to CFPB member account. The Navy Federal Credit Union stated : " that your ( my ) savings account is NOT protected from garnishments '' The Navy Federal Credit Union also stated : " that ONLY your ( me ) veterans compensation in your ( my ) checking account is protected from garnishments '' However, according to federal law 31 CFR 212.3, member 's bank " account '' means an " account, '' including a " master account '' or " sub account, '' at a financial institution and to which an electronic payment may be directly routed. As a result, the Navy Federal Credit Union fraudulently allowed a third party garnish my federally protected veterans benefits compensation of {$65000.00}. References : Title 38, Section 5301 ( 1 ) ( a ) Veterans Benefits and 31 CFR 212.3, Definitions.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-17

SC

Incorrect information on your report

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

Account information incorrect
Complaint: I've contact the company regarding the late payment that was incorrectly reported and the update was supposed to be taken care to remove late fee status to current, but hasn't been resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-17

Odell, OR

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-17

Stafford, 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 explanation

Timely Response

2018-09-16

Cypress, TX

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

2018-09-15

Chattanooga, TN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-15

Chattanooga, TN

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-12

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-12

Bremen, GA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: I made a cash deposit at a XXXX XXXX XXXX XXXX and navy federal refuses to release funds. This is theft and their should not be a five business day hold on cash deposits. When I inquired I was told it was because of XXXX holdings of the funds and of course XXXX states it is navy federals policy. Basically they are blaming each other and their is no way to reverse the transaction so, now I just have to wait. I know nothing will come from this complaint but it makes me feel better.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-11

Pnte Vdra Bch, FL

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

2018-09-11

Newnan, GA

Incorrect information on your report

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

Information belongs to someone else
Complaint: Im the victim of identity theft. I purchased a credit card with Navy Federal Credit Union in XX/XX/2015 and made on time payments through XX/XX/XXXX. In XX/XX/XXXX my wallet was stolen at the XXXX XXXX bus terminal where my valuable items were inside ( Social, debit card, credit card, ID ). I was on my way to an interview when this happened.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-11

Silver Spring, MD

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-10

Philadelphia, PA

Incorrect information on your report

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

Account information incorrect
Complaint: I sent a letter on XX/XX/18 requesting Navy Federal Credit Union to validate charge off of {$8600.00} and of another amount of {$5700.00} with similar situation. Never received a letter in regards to validation. A copy of the letter is attached.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-10

Billerica, MA

Fees or interest

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

Charged too much interest
Complaint: On XX/XX/XXXX, I submitted a request to Navy Federal Credit Union, to reduce my interest rate to no more than 6 %, per the Service Member Civil Relief Act ( SCRA ). Early XXXX I received a response from Navy Federal Credit Union, and they denied my request because they do not think it applies to me. On XX/XX/XXXX, I discussed this matter with my legal office/counsel, and they agreed with me. They instructed me to submit a request through CFPB for resolution. If not solved, my legal office/counsel will process this case to the Department of Justice. Per the SCRA, 50 U.S.C. App. 501-597b1 as attached, I am eligible for this request because my loan/credit card debt have originated prior to the current period of XXXX military service. I got out of the XXXX XXXX on XX/XX/XXXX, and entered the XXXX XXXX on XX/XX/XXXX. The SCRA applies to me because there was a 12 days break in service. According to the SCRA, the term " period of military service '' means the period beginning on the date on which a servicemember enters military service and ending on the date on which the servicemember is released from military service or dies while in military service. As such, the XXXX XXXX ( XXXX ) service and XXXX XXXX ( XXXX ) service are two ( 2 ) seperate period of military services. Any debt prior to the period of military service ( XXXX ), must be reduced to 6 % and anything paid more than that, shall be credited back. Even though debts were incurred during the XXXX military service, it is still considered debts incurred prior to the current period of military service ( USAF ). Please read the attached SCRA law for more details, and please be advised again, that my counsel ( XXXX XXXX XXXX XXXX Legal Office ) agrees with this interpretation too. As stated, if not resolved, this case will be processed through the Department of Justice.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-10

San Antonio, TX

Problem when making payments

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

Problem during payment process
Complaint: I first obtained these credit cards from Navy Federal back in XXXX. I maintained my payments on time up until I became unemployed due to medical reasons in XXXX. I still tried to maintain paymnts, and at times when they were late I informed customer service that I was unemployed, and never did anyone offer any help even though I am charged monthly for insurance for that specific reason. My real big issue began in XX/XX/XXXX. I submitted a payment on both credit cards and I waited for the amount to come out of my account and it never did. I called customer service and they informed me that my payment was returned. I informed them that that was impossible because the funds were there in the account. I also called my bank for the account that I submitted the payment from to find out if any payment had come through and been rejected and they informed me that none had. I also informed Navy Federal customer service that if a payment was returned from my bank they would charge me a returned payment fee, and I never was charged one. I spoke to multiple people in the collections department for the credit card, and they just refused to look further or take any accountability for the issue. I was charged late payments and all. I eventually ended up having my soon pay from his account to get it paid. They ended up closing my account in XXXX without my knowledge or sending me anything in writing to inform me that the credit cards were being closed. When I did find it out and called they stated because of the payments being late in XXXX which was not due to my doing. Well fast forward to this year, XXXX the same thing happened in XXXX. I processed a payment, and they kept telling me that the payment was returned. The funds were in the account from my credit union for the payments so I not sure why they would be returned. We verified that the correct account numbers were given, and were entered correctly when I spoke to someone over the phone to process the payments because I am unable to log in online to submit the payments myself since I don't have any bank accounts with them anymore. The payment was submitted again, and then I waited again for the payment to come out of my account, but after a week nothing. I called again and they stated that the payment was returned stating that my account was no longer active, which was not true. I contacted my credit union with the rep on the line and my credit union informed them that no payment was ever submitted. My credit union also informed them that it was probably rejected at the clearinghouse, which was not them. Once I was off the phone with my credit union and still speaking with the Navy Federal rep he still did not want to take accountability for the issue and still kept insisting that the payment rejected due to my credit union. I asked to speak with a Supervisor, and the Supervisor was not any help either and did not want to take accountability either, and was rude. I ended up going into my local Navy Federal office and a rep there was very helpful and assisted me by calling the credit card dept for Navy Federal to find out their procedure in how they submit the payments for payment. How they do it is by submitting it some kind of way by XXXX XXXX payment and using a check number. She then contacted my credit union which is XXXX XXXX XXXX XXXX and they informed her that they are not submitting it by ACH, and should not be using a check number, and it is rejecting at the clearinghouse. And that they need to submit without the check number, and submit ACH. She then contacted the person back at Navy Federal and informed them of the issue. That person then accepted responsibility and apologized and refunded me for about 4 late fees that I had been charged. Well, when I called in XXXX to try to make a payment and I explained to the rep how the payment needed to be submitted in order for it to go through I was told that they could not do it that way. I then ended up using my daughters ' account with Navy Federal in order to make sure my payment was made on time, and this was XX/XX/XXXX I believe. I specifically asked the rep if the amount she indicated that I had to pay was the correct amount because I was not at home, and did not have a bill with me, and I also advised her I was not sure if I had received one that month. She stated that the amount she provided was all. So I processed the payment with her. Turns out once again I was not giving the correct info, and my payment ended getting reported to the credit bureau as 30 days past due. This keeps on happening when I call in to make my payment. They should be able to tell me the correct amount that is due in order for me to pay my payments on time, but they keep giving me incorrect info and do not want to take accountability for it. Please I need them to listen to the calls because I know that they are recorded and then remove all these late fees from my credit report because it is due to them not providing correct info when I call to make a payment, which is the only option I have to make my payment or drive to an office which is a drive and takes time that I don't have.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-09-10

Key Biscayne, FL

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: On XX/XX/XXXX XXXX XXXX refunded me my purchase of a ticket for customer service issues. NAVY FEDERAL CREDIT UNION has yet to issue me a check for the funds from the credit back to my closed account. This is the same account whom they contacted you the CFPB, and told you that they credited a XXXX USD credit back to my account and waived it and told you my account was officially closed. This credit was issued back to my account shortly after NAVY FEDERAL CREDIT UNION issued a message to the CFPB about this same account being officially closed with me owing them NOTHING. I contacted them on XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX and each time they told me debit card services processed the check and sent it out and the truth was THEY NEVER SENT IT OUT. I am writing for them to be required to send it out because they don't have any reason to hold my check and they even told the CFPB this in there statement in response to my previous complaint last month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response