NAVY FEDERAL CREDIT UNION

2018-08-14

Dendron, VA

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-14

Hampton, VA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-08-14

Albany, GA

Getting a credit card

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

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

Timely Response

2018-08-13

Portland, ME

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

2018-08-13

MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/2018, Navy Federal Credit Union froze the balance of my checking account, which contains approximately {$20000.00}. They allowed funds to be deposited, but they are not allowing me to withdraw any of my funds. I contacted Navy Federal to inquire about the reason for the freeze. They put me through to their fraud department, which explained to me that multiple nonmembers who had made counter deposits to my account reported that their payments were a part of some scam. I buy and sell bitcoins ( and fractions of bitcoins ), and have done so through that checking account for approximately three years. I have never had a problem with Navy Federal up until now. In an ordinary transaction, a person messages me saying they would like to buy X amount of bitcoin. I tell them how much money to deposit into my account. The person goes into the bank and deposits that much cash into my checking account. I then send that person the bitcoin. Sometimes scammers target people like me in the following way. The scammer will message me and ask to buy, say, {$5000.00} worth of bitcoin. I will provide the person ( not knowing they are engaging in fraud ) with my account information. Instead of depositing the cash themselves, they direct the victim of some scam to deposit the cash into my bank account. After the victim deposits the money into my account, the scammer messages me and indicates that he has made the deposit. I then send the bitcoin to the scammer, reasonably believing him to be the person who made the deposit and having no reason to doubt that the transaction is legitimate. I take reasonable steps to try to prevent this from happening by requiring the customer send me a picture of the deposit receipt with the message " for the purchase of bitcoin '' written across it, but the scammer apparently found some way to trick the person into writing that on the receipt or by uploading a XXXX receipt. The person I spoke to in the fraud department seemed to think that I was some sort of scammer. He indicated to me that if Navy Federal felt like it, they could freeze my account forever and that there would be nothing I could do about it. They said that my account would remain frozen pending the outcome of their investigation. Navy Federal has not contacted me and asked me for any information about those transactions, so they do not seem to be conducting much of an investigation at all. One of my attorneys sent them a demand letter, and they have not replied. The Expedited Funds Availability Act ( " EFAA '' ) requires that a bank make all cash deposits available for withdrawal to the customer by the end of the following business day. The entire balance of my checking account consists of currency deposits made by various customers to my checking account at Navy Federal branches. Several weeks have gone by, and those funds are still not available to me. Therefore, Navy Federal Credit Union is in violation of the EFAA once again. The EFAA lays out the conditions under which a bank may withhold funds from a customer when fraud is suspected, and makes clear that these conditions do not apply to cash deposits. Interestingly enough, Navy Federal has already been fined by the CFPB for illegally freezing consumer checking accounts. They are at it again.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-13

Jacksonville, FL

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

2018-08-12

Las Vegas, NV

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

2018-08-11

Temperanceville, VA

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

2018-08-10

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 monetary relief

Timely Response

2018-08-10

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-10

Newnan, GA

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
Complaint: My name is XXXX XXXX. I used my Navy federal credit card at XXXX XXXX and nail shop. When I realize the card was lost, I advised Navy Federal and reported the card lost. They are they told me I owe {$5100.00} plus {$20.00} or XXXX XXXX of the outstanding balance, whichever is greater. I only made two charges the XXXX XXXX change and nail shop charge. Navy Federal policy is that if you didn't have the change the have a XXXX Liability policy ensures that you won't be responsible for false charges toy your account. That are not following there policy. They also tacked on extra {$2000.00} to the bill. This is unacceptable. I have tried calling them they won't even answer return the call. They just want to talk via I message. Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-10

Jordan Village, CT

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-10

Jordan Village, CT

Attempts to collect debt not owed

Debt collection: Other debt

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

Timely Response

2018-08-10

Fort Worth, 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

2018-08-10

Belle Chasse, LA

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

2018-08-10

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-08-09

Fleming, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My husband and I decided to put our Navy Federal Credit union credit cards on a debt consolidation program due to us getting nowhere with our monthly payments. I transferred themoney from an auto insurance claim from XXXX for my car repairs to Navy Federal so that I can transfer it to my sons Navy Federal account so that he can pay for the car repairs since I am currently out of the state in XXXX XXXX Alabama for school and Navy Federal withdrew the money with out my authorization to put towards my husband 's credit card which I'm a co-owner to. I called Navy Federal to request a refund so that I can pay for my car repairs and they denied the request even when I told them that was an insurance claims money for my car repairs. This is creating hardship and stress on me because I don't have the extra money to cover for my car repairs this is not the first time that Navy Federal withdraws money from out accounts with out having authorization. They have done the same from my husband 's account with out his permission. XXXX does not do this and we have a credit card with them that is also enrolled in the National Debt consolidation program we have.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-09

FL

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I checked my XXXX bank account online last night and noticed that Navy Federal Credit Union conducted an unauthorized charge to my XXXX bank checking account by the collections supervisor XXXX for a payment to a closed credit card account. When we contacted her today, she stated that my wife XXXX ( who was a card user only ) was the one who authorized the ACH charge to XXXX according the the NFCU recording of the conversation XXXX listened to. XXXX stated that the recording is NFCU property and we can not listen to the recording. We asked her to escallate this problem to NFCU management. We do not believe the response from the supervisor and would like to hear the recorded conversation for ourselves. We would like to escallate this complaint to senior management at NFCU. My wife XXXX and I " DID NOT AUTHORIZE A CHARGE PAYMENT TO OUR EXTERNAL BANK via ACH as the supervisor stated that was in the recording. We would like to hear the recording to confirm that we authorized an ach payment or allow an independant person within Navy to produce a transcript of the conversation recording. Since we are disputing the unauthorized charge to our external bank account we should have the right to hear what the recorded conversation states contrary to what the supervisor states. Please feel free to contact me for more details. Regards, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-09

Brighton, CO

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

Timely Response

2018-08-09

Wilson, NC

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 explanation

Timely Response

2018-08-09

Eaton, OH

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

2018-08-09

Cantonment, 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

2018-08-09

Northside, NC

Incorrect information on your report

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

Account status incorrect
Complaint: I'm submitting this in hoping to get Navy Federal Credit Union to remove a 30 day missed payment from my credit reports from XXXX of 2017. My husband was in the process of changing assignments and our pay was messed up. In addition there were fraudulent charges on my credit card account that I recently found out about and were able to dispute and win. I was credited over {$600.00} because of it. This affected my balance at the time and my ability to pay my bill.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-09

Fairfield, OH

Getting a credit card

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

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

Timely Response

2018-08-08

Havana, FL

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: After I got a new phone number I started getting calls about some past due account. I looked up the phone number and it was for Navy Federal Credit Union. I called them and told them I've never had an account with them and they confirmed it but they continuously call my phone number about it. When I answered today someone hung up on me. When I called back the lady said she couldn't find any record of me in the system but gave me the run around and wouldn't connect me to someone from the debt collections department. She pretty much told me she's sorry but she can't help me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response