NAVY FEDERAL CREDIT UNION

2018-07-06

Meador Grove, TX

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-07-06

Grovespring, MO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I reported that my card was lost or stolen to the bank. After I received new card, I encountered new charges. Also I was given provisional credit and was charged back {$110.00}. As a result of all of this I was charged {$160.00} in overdraft fees. I reported this to the company but nothing was done and neither I was contacted by the company.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-07-06

GA

Fees or interest

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

Charged too much interest
Complaint: The basis for this complaint can be found in CFPB Complaint number : XXXX With that, I'd like to restate my request for the refund of interest over the last four years for the following. Navy Federal Credit Union ( NFCU ) has directly and indirectly admitted that there was in fact a bank error in XX/XX/XXXX. They have validated that they granted a temporary line increase to process a payment. While they did not validate in their response that it was bank policy to inform consumers before granting the temporary line increase, it's very clear that the bank has admitted some level of fault due to their most recent response ( raising the credit limit ). While NFCU states : " The temporary credit limit increase has no impact on the way in which finance charges and late fees are assessed, so the account finance charges and late payment fees are valid, '' I completely disagree. The bank made an error in XX/XX/XXXX - an error which had detrimental impact to my personal credit score across the board. I was unable to buy a car, get new lines of credit, or consolidate my student loans at a reasonable rate. Given the detrimental side effects, I immediately contacted NFCU and informed them that I disputed the card balance, the terms, and the credit line. Additionally, I had also stated that I would not pay the balance until the matter was resolved. Despite my best efforts, NFCU did not follow the Fair Credit Billing Act and did not place the card in dispute status while they investigated the account. Instead, NFCU continued to bill interest, report me late to the bureaus, and charged numerous late fees due to the bank error. NFCU continued to destroy my credit profile by showing an account 125 % over the limit, late, and not in dispute. NFCU did not complete the investigation throughly within the first 90 days of the error being reported. If they had completed the investigation properly, they would have found that there was in fact a bank error and would have resolved it at that time ( It stands to reason that the bank error discovered recently is the same error that existed at that time ). I made it very clear to NFCU that I had the means to pay off the card in full ; however, the bank doubled down and continued to place blame on me at that time. NFCU lied numerous times throughout the process about the credit line increases, their terms, and the internal bank policies ( see previous dispute about the XX/XX/XXXX credit line increase call ). NFCU attempted to claim that I should have known better. I'm concerned about this statement because Temporary Line Increases were an internal bank policy - never once documented in the terms and conditions I received by the card. It's additionally disturbing that NFCU could not immediately process my payment given that they held the money in cash for that payment. While I certainly agree it was my choice to not make payments, pay off the card, or resolve the balance over the last 3.6 years, I must assert that the reason for that is due to the unresolved bank error that has destroyed my credit over the last 3.6 years. Given the bank error, the bank actions, and the overall hardship this has caused, I request NFCU reevaluate their decision of upholding the interest that was unlawfully and unethically charged over the last four years.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-05

Ahtanum, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Unknown amount charged from XXXX XXXX & illegal amount charged from XXXX XXXX XXXX. XXXX XXXX & my navy federal account was illegal closed. I have a illegal credit score. I am a victim of social engeering fraud & a victim of theft.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-05

Cheverly, MD

False statements or representation

Debt collection: Auto debt

Attempted to collect wrong amount
Complaint: The Navy FCU is collecting a auto loan debt. I lost my job XX/XX/XXXX and did not work again XX/XX/XXXX. I tried to mitigate missing payments immediately but Navy FCU would not work with me. I could not pay. Fast forward, the car was repossessed, XX/XX/XXXX and the FCU rep stated i need to pay {$10000.00} by XX/XX/XXXX. I explained that i could pay it off but needed more time. He stated he would give me until XX/XX/XXXX. The last conversation i had with him was XX/XX/XXXX where he stated i could pay car off then call car storage company to pay storing fee. I called them XX/XX/XXXX. They said they do not have car and car is already at auction house. If i want belongings i need to contact XXXX XXXX. I called XXXX XXXX they stated they do not have the car and do not know where the car is. I attempted to call XXXX XXXX back on XX/XX/XXXX but he was gone for the day and another FCU rep reviewed my account. She stated the Navy FCU gave me until XX/XX/XXXX to pay the balance and not XX/XX/XXXX as stated by first rep. Out of all this : 1. Navy FCU rep falsified the timeframe the bank was actually given me. XXXX vs XX/XX/XXXX. 2. The company supposedly storing my car is located in XXXX and has already sent car to auction house but will charge me a daily storage fee. 3. I changed my address and have not received term notification. 4. My car location is too far for me to get my property out of. 5. I have been out of the country from XX/XX/XXXX-XX/XX/XXXX. I am stuck trying to get car back and property in car!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-05

Reno, TX

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-05

San Diego, CA

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

2018-07-03

Air Base, AR

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-07-03

Detroit, MI

Took or threatened to take negative or legal action

Debt collection: Auto debt

Threatened to arrest you or take you to jail if you do not pay
Complaint: Navy federal credit union threaten to report my car stolen when I was unable to make payments. I stopped driving the car, thinking they would just come get the car. It was stolen and I never reported it as stolen based on them telling me they were going to report the car stolen against me. For years they tarnished my credit even still even though this occurred almost 7 years ago. They report inaccurate information to the credit bureaus and have kept me in a state where I havent been able to recover. I had XXXX insurance I was going had filed for XXXX with the XXXX while this was happening I was working due to my XXXX and couldnt make the payments. I am now XXXX XXXX XXXX when I tried to get them to honor the XXXX insurance they refuse. Ive written to the ceo to no avail. I saw they had to pay I deserve some of it due to their business practices. Please help! I still have the recored conversations.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-03

Houston, TX

Incorrect information on your report

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

Information belongs to someone else
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-03

Moreno Valley, 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

2018-07-01

Waycross, GA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

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

Timely Response

2018-07-01

HI

Incorrect information on your report

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

Account information incorrect
Complaint: Uhm first off, I was wondering who gave you authorization go through my credit? When I got my car, I never expected them to pull a credit report to 8 or so different banks. The only on that is legit is XXXX XXXX. Are you able to remove all the i necessary hard inquires? I had no idea they would pull hard inquiries XXXX XXXX, I said to fill out a form to see if I am prequalified and wine affect my credit but there Is a hard inquiry for that one Also I have NEVER herd of XXXX XXXX XXXX. Although theee was a credit card company call XXXX XXXX. I never activated it and they charged me for the first year and then I didnt know it automatically activated ( never hear this happen ). But it shows a late fee which I do not have. Can you help remove the XXXX in and XXXX XXXX once and for good OFF my record. Under XXXX there re more accounts I dont know about. 1. XXXX 2 XXXX XXXX 3. And finally the XXXX XXXX card.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-30

Clinton, MD

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

2018-06-29

Chula Vista, CA

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

2018-06-29

Newark, NJ

Trouble during payment process

Mortgage: Other type of mortgage

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

Timely Response

2018-06-29

Key Biscayne, FL

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I closed my XXXX XXXX accounts on XX/XX/2018 and they mailed me a check for XXXX which was the remaining balance. I had to scream at 3 different people cause they tried to keep my savings open without my permission. An inside source says they did keep it open and transferred money out of there after I closed my account. I sent my VA pension payments direct deposit to a new account at a new bank and todays the money should have been kicked back from NAVY Federal credit union and sent to my new banking institution. I called the VA and they said it was never kicked back to the treasury and they thought it was strange giving the circumstances that the account has been closed for more than 2 weeks. I'm writing that the bank is committing fraud against me for closing my account in retribution for reporting them so many times to the cfpb for stealing my money that they never gave back. I suspect they waited till it was closed and someone fraudulently transferred it over to a fake account and stole it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-29

Atlanta, GA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I obtained a conventional mortgage loan from Navy Federal Credit Union ( XXXX ). The loan closed on XX/XX/2018. {$440000.00} at 4.625 % 30 years fixed rate. I paid 1 % loan origination fee and paid XXXX in points to buy-down the rate to 4.625 % from the original 5.125 % rate. My complaint relates to the deceptive and misleading manner which XXXX advertises its loan rates and terms on its website. The site advertises multiple loan products and teaser rates which are generally unavailable or available in very limited instances. For example, XXXX advertises 30 year conventional rates with 5 % down payment as low as 4.125 %. That rate may be available, under certain circumstances, for specific loan products. Unless a buyer knows of the limited circumstances which that loan is available, he/she is unlikely to obtain that rate, even if the buyer qualifies for that product. This dynamic creates an unfair burden for the buyer. When I spoke with XXXX, the response was you have the lowest rate. That may be a true statement, but its a misleading statement. XXXX should be more transparent in its disclosure. For example, if XXXX recognizes a buyer may qualify for a lower rate, it should disclose the conditions or loan product ( s ) that may provide the lowest available rate. This approach gives the buyer more information to make a more informative decision. Im disappointed with my loan process with XXXX. The bank may not have committed an illegal act, but its lack of disclosure and transparency is likely intentionally deceptive. Im asking for monetary compensation of {$6500.00} to reimburse me for the discount points I paid under misleading circumstances. XXXX has an obligation to be more transparent with its members. XXXX failed to meet that standard based on how it chooses to advertise its mortgage loan program.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-28

Fees or interest

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

Charged too much interest
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-06-28

Stroudsburg, PA

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

2018-06-28

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-06-28

Columbia, SC

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

2018-06-28

City Industry, CA

Problem caused by your funds being low

Checking or savings account: Savings account

Non-sufficient funds and associated fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-28

San Diego, CA

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

2018-06-27

Oxford, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Navy federal is trying to charge me recurring overdraft fees. not letting me close account, not stopping outgoing transaction ( some of them are suspicious due to my wallet got stolen ). give excuses to not helping me and keep activity going on so they can keep charging us. we are in recurring cycle now that we aren't able to stop. They don't let us take our money out. they don't let us close account. dealing with them over a month and looks like it will never stop. I think I am working for navy federal. just to give you an idea, every other bank, utilities, and companies help me exceptionally in my bad time ( wallet got stolen ), where navy federal is still taking advantage, even after a month as much as they can. our transaction was posted on different days specifically so that they can charge maximum overdraft protection fees.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response