NAVY FEDERAL CREDIT UNION

2018-08-08

Washington, DC

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

2018-08-08

Carlsbad, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-08-08

Main Office, VA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: Navy Federal Credit Union did an unauthorized transfer payment from my checking account with them to my installment account that I have with them also in the amount of roughly XXXX. The installment account was not 30 days past due. And I did not authorized any type of transfer to be make from my checking account. The bank processing this unauthorized transfer resulted in me having to pay returned check fees and other fees due to me writing a check expecting those funds to be in the account. But they were not because Navy Federal Credit Union processed that unauthorized payment.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-08

FL

Improper use of your report

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

Reporting company used your report improperly
Complaint: To whom it may concern ; I have reviewed my credit report and the following items from your company has ran an on authorized credit inquiry on me. I never authorize such actions and this constitutes a violation of my rights under fair credit reporting act section 604, as well as a violation of my rights to privacy. Pursuant Section 604 you must furnish three pillars ; One being wet ink signature Two being contract of application Three Permissible purpose According to FCRA section 1681B subsection C this inquiry was not initiated by consumer unless all three pillars from section 604, FCRA are met.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-08

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

2018-08-07

Leeton, UT

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: When my wife started XXXX treatment we had to file bankruptcy. We returned this vehicle and it was XXXX in bankruptcy
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-07

Sherman Oaks, CA

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

2018-08-07

Wilson, NC

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

2018-08-07

Moapa, NV

Managing an account

Checking or savings account: Other banking product or service

Problem using a debit or ATM card
Complaint: I was out of town camping and when I returned I noticed over XXXX dollars had been debited from my account. When speaking to a representative I also found they had tried to get even more but were unable too. I filed my claim and was told the money would be returned. After the money had not been I called back ( 4 separate times ) and was unable to get ahold of the person responsible for making the determination and couldnt even get a reason why the claim had been denied. I was finally told to leave XXXX a voicemail and wait 1-2 days and she would call me back. After being five to the runaround I have no faith in Navy Federal Credit union and I will definitely be switching banks.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-08-07

Atlanta, GA

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Complaint: Navy Federal Credit Union froze all 11 of my accounts without any explanation in XX/XX/2018 but stating that I would be contacted within 15 business days. After that waiting period and not having heard anything back from Navy Federal, I decided to contact them myself. I was informed that my accounts were closed and I would be given a reason in the mail but that I could appeal the decision in branch. I went through with the appeal letter and was told again that I would be contacted within 15 business days. I heard nothing for 3 weeks so decided to phone Navy Federal for an update. I was told my appeal was denied and that I could open another appeal and that the reason of the denial would be received in the mail, by me, within 15 business days! This went on for several months with my accounts being frozen causing a chain reaction of payments being returned with Navy Federal still charging me return fees! Prior to this, I had requested that those payments be stopped to prevent this but to no avail of their own! I held 3 credit cards with Navy Federal that were also frozen. Without any knowledge of the status of my account other than assuming they were closed, I decided to close the credit cards and all accounts myself due to the unprofessional nature of Navy Federal. It has been 4 months without any updates of any kind pertaining to my accounts. My credit score has decreased and loan companies that would pull from my navy federal have closed their doors to me due to not being able to debit my accounts. I operated my business 100 % through my business account and this caused huge problems from me that I am unable to recover from. I was told my credit cards were closed which caused negatives hits against my credit score. The damage is seemingly irreversible and never ending. The level of unprofessionalism is unreal and I can not believe that such a reputable credit union would conduct business in such a way towards its own customers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-07

Southern Pnes, NC

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Complaint: On XXXX XX/XX/XXXX, I learned that my ex-wife has a Navy Federal Credit account and car loan. I called Navy Federal several days to figure out how she had an account, because in order to have an account, you have to have a sponsor in the Military with their social security card number, account number, rank, and full name. During the phone call with Navy Federal, the first person told me that my ex-wife opened the account in XX/XX/XXXX. Please note, the ex and I were legally separated XXXX XX/XX/XXXX. The second person I talked to, after an hour on the phone, took me off as the ex 's sponsor, but declared that the ex using my information " was not fraud. ''
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-07

Grosse Ile, MI

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I was called 37 times from phone number XXXX, a number of Navy Federal Credit Unions, between XXXX to XXXX on XX/XX/2018. This is excessive and abusive.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-06

Rncho Domingz, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I opened a Navy Federal account with a former roommate who sponsored me who I no longer live with. I'll come back to that later. I had XXXX in personal loans taken out on my credit and deposited via ACH into my Navy account. On XX/XX/XXXX I requested a large amount of cash withdrawal to use these funds for my personal use ( hence, personal loan ). Navy then flagged my account and froze my funds without warning, without anything in writing and left it frozen. They refused to give me a reason or anything in writing or email. They only sent a form to appeal. What am I appealing? Their answers were very very vague and changed from one person to another about verifying my identity. I have alerts on all 3 credit agencies due to a past ID fraud on my social. This is fine if that caused a flag to verify. I then emailed all documentation to prove it was me and they still refused to let go of my funds. They never spoke to me with a clear reason and never once did I receive anything in writing.. They illegally froze my funds and then after 15 days they told me " We can't verify and you need to go pick up your balance in person at the branch via cashiers check ''. Fine. I then returned from vacation to visit the branch and they still had {$50000.00} held back. I then found out without my permission they sent back the money to the loan originator ( one of the 3 loans, so why not send back all??? ). And only after I called the local police did they agree to release to me the remaining {$29000.00} in my account via check. The entire ordeal made me miss payments, rack up late fees and have returns on my account for no reason. I provided all appropriate information and they still handled my account however they pleased with total disregard to policies and informing the client of anything. They did whatever they wanted to me even with all verified paperwork. I am going to join a class action lawsuit seeing how Navy has a large history of mishandling accounts just as they did mine. They were extremely unprofessional and only at the end did they say one reason they froze it was my former roommate told them we don't live together anymore ( you need to be sponsored to open an account ). So what! If they no longer wanted my accounts open due to THAT they should have still told me in writing and then released FULL FUNDS back to me. They abused my account and as I said I had the police arrive at the branch before I was able to retrieve partial funds back all because I asked for cash. The remaining {$50000.00} will be sent back to me via my loan issuer ( because they are professionals ) but this can not go without consequence to Navy. I am willing to prosecute by any means necessary.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-06

Stevenson, MD

Incorrect information on your report

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

Information belongs to someone else
Complaint: I have filed 3 disputes with XXXX concerning an account that belongs solely to my deceased husband. After my husband 's death, I found out that I was listed as an " Authorized User '' on my deceased husband 's Visa account with Navy Federal Credit Union. I never knew about said Visa account, never used said Visa account, nor do I have any financial obligation or agreement with Navy Federal Credit Union re : said Visa account. I only found out that I was listed as an " Authorized User '' on my deceased husband 's Navy Federal Credit Union Visa account when I called to notify all of his creditors of his death. I even mailed a letter dated XX/XX/2017 to XXXX from Navy Federal Credit Union that clearly states that I was listed as an " Authorized User '' of said Visa account and therefore I am not responsible. I asked XXXX to completely remove the account from my credit report. They refuse to remove the account. I also contacted XXXX and they immediately removed it from my report. XXXX needs to remove the Navy Federal Credit Union Visa account from my report as it is not my account and I am not financially responsible for the account so it is unlawful for them to report an account that I am not legally liable for.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-06

Harstine, WA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-08-06

City View Heights, OH

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

Timely Response

2018-08-06

MD

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Complaint: On XX/XX/XXXX my wife and I was in the car going out of town, I logged into the NFCU online Mobile App into our Joint Checking Account using my wife 's mobile phone. I gave my wife her phone back because I was driving to check our balance. So I had my wife to call NFCU because they had some type of alert message that wasn't pertaining me. The NFCU Representative did speak to my wife regarding our Joint Account on XX/XX/XXXX and the alert message. So my wife requested to ask to speak to a supervisor. She told the supervisor about the inaccurate alert message under my login access. The supervisor called the certain Department to have that alert message removed. The supervisor assured my wife the message will be removed under my login access. On Saturday XX/XX/XXXX I used my wife phone to try to login using the NFCU App to make sure that alert message was removed, I couldn't get into our joint account using my login as usual. I tried to login using my wife second cellphone I still couldn't get into our checking account. I said maybe something was wrong with NFCU online App over the weekend. On XX/XX/XXXX I gave my wife permission to login on my behalf into our joint account because I was at work. We notice we still couldn't access our checking account using NFCU online App. The supervisor from XX/XX/XXXX that my wife spoke to secretly suspended my online access without saying anything to me or my wife because I gave my wife permission to access our online Joint checking to check our balance. This was sneaky and discrimination against my wife because in the year 2000 she filed for chapter XXXX bankruptcy on some of her NFCU accounts. I want my online access back because they purposely suspended my online access without notifying me first. You need to do something about NFCU or I will get a LAWYER and sue them for Discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-06

Bellevue, NE

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 monetary relief

Timely Response

2018-08-06

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

2018-08-05

Laurel, MD

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

2018-08-03

Erin, NY

Closing your account

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

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

Timely Response

2018-08-03

Bancroft Hall, MD

Written notification about debt

Debt collection: Other debt

Notification didn't disclose it was an attempt to collect a debt
Complaint: On XX/XX/XXXX Navy Federal Credit Union deducted XXXX from a joint account I had with my significant other and listed the debit as a DR without notification to me at all. The debt had started to be paid off with {$50.00}, which was stated to me and it dropped off. I have reached out to this establishment several times to their office in my area and over the telephone to come to some sort of real closure to this issues. I have even tried to speak to the person who withdrew the monies from a new account that I had established with them for almost 2 years now. The representative said they have the right withdraw the monies that was owed anytime they wanted and their is no limitation to how long a debt is owed if it comes around they will just collect with no warnings. Again that was the monies that said was owed is an old debt from XX/XX/XXXX/XX/XX/XXXX which the representative said she sent several years ago. I am not saying the debt should not be paid but I am really dissatisfied about the way the monies was deducted from an account that I have established with someone else. Even the employees in the credit union were not understanding why the actions were taken like they were. I have also found notification online from the XXXX XXXX of the tactics the credit union have taken to collect monies and have a suit against them in previous years that they do owe consumers more respect in the way they want to collect old debt from customers. I'm just having a hard time with the way the monies was taken without any further notifications or warnings and think it is right after 7 years.
Company Response: Company believes complaint is the result of an isolated error Closed with monetary relief

Timely Response

2018-08-03

Lithia Spgs, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/2018 my ex roommate went to Navy Federal Credit Union and deposited a check into a joint account. However I never received, signed, nor gave her the permission to deposit this check! I have filed identity fraud due to this. The check amount was {$2.00}, XXXX. Immediatly I called the bank to start an investigation. Once investigation was over the bank states there is nothing they can do!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-02

Powder Spgs, GA

Trouble during payment process

Mortgage: VA mortgage

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

Timely Response

2018-08-02

Clarkesville, GA

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: I took out a new automobile loan with Navy Federal Credit Union on XX/XX/XXXX for the sum of {$35000.00} with included gap insurance. Mr. XXXX advised me that I can refinance my loan to lower my monthly payments since I was diagnosed with XXXX XXXX ; I did agreed to refinance the loan and I asked Mr. XXXX if I would still have GAP coverage on my car loan, he informed me that loan coverage and everything will remain the same except the monthly payment and loan expiration date! On XX/XX/XXXX I had a no fault Car accident and my car was total based on inspection by XXXX XXXX XXXX Claim Adjuster. The loan balance to Navy Federal Credit Union was {$14000.00}, on XX/XX/XXXX ; On XX/XX/XXXX, XXXX XXXX XXXX remitted a check in the amount of {$8800.00} to Navy Federal Credit Union leaving an outstanding balance on the loan of {$5200.00} which GAP insurance should pay the balance to close out the loan. I spoke to Mrs. XXXX on XX/XX/XXXX, and she informed me that I no longer had GAP insurance on loan # XXXX, and I will be responsible for the balance amount of {$5200.00}, because when Navy Credit Union refinance my loan Gap insurance was not included and Navy doesnt offer Gap insurance for a loan that is finance, I informed her how many times do Navy Federal Credit Union once to charge for GAP insurance when this was already paid on the originate loan. I am pleading to your organization to assist me in resolving this debt matter to come to a complete resolution! Thank you for your time and corporation in this matter! Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response