NAVY FEDERAL CREDIT UNION

2018-08-02

E Haven, CT

Incorrect information on your report

Checking or savings account: Other banking product or service

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

Timely Response

2018-08-02

Beallwood, GA

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 non-monetary relief

Timely Response

2018-08-02

Grovetown, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-08-01

Closing an account

Checking or savings account: Savings account

Can't close your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-01

Garrett Park, MD

Problem with fraud alerts or security freezes

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

Complaint: I am a loyal customer of Navy Federal Credit Union, I've been with this company for almost 20 years. On the evening of XX/XX/2018 I received a call from a XXXX XXXX XXXX, XXXX. An agent says his name is XXXX XXXX Employee number : XXXX called me from a series of numbers, his first number was ( XXXX ) XXXX and ( XXXX ) XXXX. That evening i gave the XXXX technician authentication to upgrade my malware on my XXXX. I later discovered that he was able to get into my bank account and transferred a balance of {$10000.00} from my credit card. I later asked the bank how can someone be able to transfer that large of a sum without myself being called or my account being frozen. I spoke with a bank claims manager who was very disrespectful and condescending, I honestly don't feel safe with my money in their hands after this situation and quite frankly I don't know how can they allow this sort of cash advance without some sort of authentication? I asked to speak to numerous managers regarding my claim all trying to interrogate me like i'm a criminal or something. I've been banking with this bank for almost 2 decades, I have outstanding credit so this situation have been really disheartening that they are trying to disclaim my claim. They said that they do not cover hacks or identity fraud. Please can you investigate this bank, this could be an inside job. Navy Federal Credit Union is the bank I'm referring to. Thank you so much and looking forward to hearing from you. XXXX XXXX, ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-01

Cheverly, MD

Charged fees or interest you didn't expect

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

Complaint: I believe Navy Federal Credit Union has been charging me interest on late charges in addition to interest on the principal. I understand interest applies to the principal. I also believe the Credit Union has been reporting late charges and interest on late charges as part of my balance to the 4 credit reporting agencies. My personal loan matured in XX/XX/2018 and I made my last payment in XX/XX/2018, however my balance is over {$2000.00} and continues to grow each day. I believe the Credit Union is also using compounding on these fees which is increasing my balance each day. Although the Credit Union has provided my payment history the breakdown does not answer my question about interest on late charges and credit reporting of the same. The spreadsheet has 7 columns, all self-explanatory except a " P3 '' column that has no description. The line items are self-explanatory except " Late Fee Capitalization '' which I do not understand. As of this date the Credit Union has not answered my questions. As of this date I have not made any other payments since my XXXX payment. My loan matured in XXXX and I made what I thought was the last principal payment in XXXX. The late fee balance is increasing each day and is {$2000.00}. I have not made any other payments because I do not know what I'm paying for. These questions remain? 1 ) Have I been charged interest on late charges ; and, if so, the total amount of interest charged " on late charges, '' not principal, over the duration of the loan? 2 ) Has interest on late charges and late charges been reported in my loan balance to the credit reporting agencies? 3 ) Exactly what does my current balance represent? I do not know and that's why I am not paying.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-01

Oakbrook Ter, IL

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

2018-08-01

Rockwell, NC

Getting a loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-08-01

Victorville, CA

Written notification about debt

Debt collection: Credit card 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

2018-08-01

Victorville, CA

Written notification about debt

Debt collection: Credit card 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

2018-07-31

Clermont, FL

Other features, terms, or problems

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

Other problem
Complaint: On XX/XX/XXXX I called Navy Federal Credit Union to inquire about the Servicemember Civil Relief Act and eligibility of spouses of current XXXX XXXX members. I was advised by the representative that I was eligible for the benefits and that my husband did not have to be on my bank or credit card account with them. On XX/XX/XXXX I received a call from Navy Federal advising me I was denied since my husband was not on my account. I was deceived by the company, which under the Dodd-Frank Act is unlawful. Navy Federal refuses to investigate the information I was originally provided and reconsider the decision made regarding the SCRA benefits.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-31

Woodland, WA

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

2018-07-30

Carrollton, LA

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

2018-07-30

Columbia, SC

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

2018-07-28

Foothill Ranch, CA

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: Navy federal Is refusing to assist me with my dispute I left my purchase in the fitting room when I realized I dont have my purchase I immediately went back to the fitting room and terribly it was gone now I am pay and making payment for a purchase I dont have
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-28

Homestead, 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

Timely Response

2018-07-28

Fair Hope, AL

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: On XX/XX/XXXX XXXX declined credit based on bankruptcy information being reported by Navy Federal. The bankruptcy was discharged in XX/XX/XXXX. I requested Navy Federal remove this information and they refused. ( The information from Navy Federal shows as 'Reaffirmation ' of a vehicle loan that was never delinquent and was paid in full/on time in XXXX under the original loan terms. ) Personnel at XXXX and XXXX advise that the 'Reaffirmation ' notation should have been removed by Navy Federal because it was signed in XX/XX/XXXX and clearly indicates information that was purged in XXXX. XXXX and personnel at XXXX, XXXX and XXXX advise that Navy Federal is responsible for removal of the inaccurate information and that the existence of the word 'Reaffirmation ' is always indicative of a bankruptcy ; in this case, a bankruptcy that should have been removed from all direct and tangential references since XX/XX/XXXX. Here is the information from Navy Federal : Navy Federal Response XX/XX/XXXX : Thank you for your eMessage. Navy Federal records indicate that the loan account ending XXXX for the XXXX XXXX was reaffirmed during the bankruptcy process, and was paid/closed on XX/XX/XXXX. Please be advised that we are unable to remove legitimate account information from your credit report, as these details constitute your credit history and we are required to comply with federal regulations. Valid credit records may not be altered. Therefore, we are unable to grant your request. We regret that we could not provide you with a more favorable response.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-07-27

Jacksonville, FL

Incorrect information on your report

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

Information belongs to someone else
Complaint: Good Afternoon, My name is XXXX XXXX XXXX, date of birth XX/XX/XXXX, and my social security is XXXX, I have contacted Navy Federal Credit Union and advised that I didn't agree to be authorized user on the following credit card XXXX and was advised that I was removed but yet nobody can send me any confirmation. I have contact all three credit reporting agency and completed consumer credit disputes and I have been advised that Navy Federal is still confirming that I'm authorize user and has confirmed and deleted from my credit report. I don't know where the line of communications failed but I'm hoping that you can help me resolve the issue. My mailing address XXXX XXXX XXXX, XXXX, FL XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-27

Long Beach, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: Some body run my credit with out my knowledge here is the date and company XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX NAVY FCU XX/XX/XXXX NAVY FCU XX/XX/XXXX NAVY FCU XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-27

Stockbridge, GA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Hello, I made a payment with XXXX XXXX on XX/XX/2018 for {$570.00}. I order 30 shirts with XXXX XXXX that I didn't received and no response from owner or company about my order or my requested refund after XX/XX/2018. I filed a dispute charge with my bank ( Navy Federal ) XX/XX/2018 and called weekly to check the status of my dispute charge and was told in the month of XXXX to only fax or send over a screen shot of the final payment of this order. I sent a screen shot of my final paid order from XXXX XXXX to Navy Federal ( emessages ) on XX/XX/2018 and wrote in the comments " Paid proof attachments for my dispute charge that is in place for XXXX XXXX. I can apply emails if needed as well. '' After sending this message I received a confirmation number XX/XX/2018. I continued to follow up with Navy Federal and was always told I may receive a provisional credit and to wait patiently because the process may take up to 90 days. Navy Federal stated to me that a provisional credit was listed on my bank statement XX/XX/2018 but to wait till the provisional credit says permanent. However, so I continued to do my weekly follow ups to check the status of the dispute charge in the top and mid part month of XXXX and was still being told its under investigation. On XX/XX/2018 I noticed my checking account falls into a negative balance of {$490.00}. I immediately call Navy Federal customer service and the call Rep states that they mailed out a letter requesting further information on this dispute charge but not all time is the letter going to say " Navy Federal, sometimes it may be a blank envelop. I explained to the Rep that I call on this dispute charge weekly and when I sent in my proof on XX/XX/2018 I listed in the comments that I can send in additional documents if needed but was told to wait patiently because my investigator had what he or she needed at the time. The Rep further states to me to re-send my screen shot and any other documents before the case is close. On XX/XX/2018 I sent over proof of the final payment I made with XXXX XXXX and all thread emails between XXXX XXXX and I. On XX/XX/2018 an unauthorized charge/transfer comes from my savings into my checking account of {$450.00}. Once again I called Navy Federal to find out why are funds coming out of my savings when I sent over proof that was asked from me and was told that it would be reverse. The call Rep this particularly day didn't have any answer for me because she told me that my investigator was not in at the moment and to wait patiently till my investigator review the case and follow back up with me. On XX/XX/2018 I set up a unauthorized charge/transfer as well for {$450.00} through Navy Federal ( emessages ) with additional documents and received an confirmation number the following day. - Dispute Charge : XX/XX/2018 for {$570.00} - Unauthorized Charge/Transfer : XX/XX/2018 for {$450.00}
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-07-27

El Paso, TX

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 monetary relief

Timely Response

2018-07-26

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

2018-07-26

Tarzana, CA

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

2018-07-26

Belle Haven, VA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-07-26

Rockwell, NC

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response