NAVY FEDERAL CREDIT UNION

2018-06-27

Jacksonville, NC

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: ***Re-submitting my complaint with additional information*** I have applied for an account. The system notified me after providing the requested verification of address that it was not received. I then called to find out why. The first agent advised that the automated system rejected my bank statement. When I asked why, she advised she did not know. She then transferred me to XXXX, a supervisor. I asked him the same question as I did the agent and he said because thats what security is saying. When presweed he continued to say because thats what security said. I advise XXXX that it is my right to know why this is being rejected as my identity has been stolen twice now and if there is an issue I need to know. he then continued with, because thats what security says and we dont have to disclose this to you. Then when I asked why i wasnot allowed to lnow he proceeded to tell me because of security. I then asked him if my bank statement was rejected by the automated system or by a real person and he proceeded to tell me he didn have to tell me this. I also asked XXXX if I submitted another document off the listed since it was for address verification and I redacted other personal information, he advised me that it would also be rejected but refused to tell me why since this is only for address verification and not identity verifcation. XXXX also refused to provide me with his ID number so a complaint could be made as well. My account has been opened since the end of XXXX, which is the same time that XXXX XXXX received my complaint. I responded back stating the only reason that my account was all of a sudden opened and approved was because of my compliant. I received an email this morning, XX/XX/2018 advising my application was denied even though my account has been opened about a month.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-27

Bremen, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am a victim of internet fraud and Navy Federal Credit Union has denied my claim and appeal. I have had my account hacked three times. The scammer was hacking into my online account, adding an external bank institution, transferring funds from my savings into my checking account and trying to initiate a transfer. The first two times I received an alert through email and was able to call in and have the transactions stopped. I was asked by their security department to run virus scanner and have some type virus protection installed on my computer before regaining access to the online system and I did exactly as I was asked. My employers XXXX person added a firewall, virus protection and scanned all computers for viruses. I explained to them that I work in XXXX XXXX at my job and I do payroll, banking/accounting transactions, wires, etc for my job on the exact computer that I used to access my online account. Unfortunately, the third time which was XX/XX/2018, I did not receive an alert email and the transaction was successful from the scammer. I logged into my online account on Friday morning XX/XX/2018, to make a payment on my credit card and that is when I noticed the activity. {$4600.00} was transferred from my savings account into my checking account, then transferred out to XXXX XXXX XXXX in Texas to a person name XXXX XXXX in the amount of {$4400.00} I immediately called NFCU to report and file a fraud claim. On XX/XX/2018 I received a call from an XXXX who identified herself as XXXX XXXX. I explained to her the situation and what happened. She told me that she believed that I was part of the scam that I " probably loaned someone the money and now want it back ''. I was already upset from being violated in the worse way by having hard earned money scammed from me, but to have my bank that is suppose to help me blame me was the worse feeling ever. She then proceeds to tell me that I was asked to stop using my work computer after the first attempt to withdraw funds and that the transfers were all initiated from my computers IP address. I explained to her that I log into my job 's banking account daily, several times a day and that I log in as well to my other banking institutions and there has been no fraud activity on those accounts. She said that my claim would probably be denied due to those reasons and that I would receive a letter in the mail. I called back to customer service and was unable to speak with XXXX XXXX I left her several messages but no return call. I had my jobs XXXX person come run virus scanners again and asked for my IP address so that I could verify it with the XXXX, but she never returned my calls for 3 days. On XX/XX/2018, I called NFCU customer service for additional information and was told that my claim was denied on XX/XX/2018. This let me know that the XXXX was bias in her decision because there is no way she did a thorough investigation because the same day she spoke with me on XX/XX/2018 she denied my claim. Customer service also gave me the last 4 digits of the bank account number from XXXX XXXX but was unable to give the whole account number due to privacy reasons. I also requested my log in records and transaction records, but NFCU was unable to release any of that information to me. I then went to the XXXX XXXX Police XXXX and filed a report and gave all the information to the XXXX at the police department. He told me he would submit subpoenas from both banks as well as login records for my online account. The XXXX from the XXXX Police Department also told me that it is very easy for a scammer to copy an IP address from any computer, so that is not a liable reason to deny a fraud claim. NFCU also suspended my online privileges, so I can no longer use their online system. I filed an appeal of the decision and per customer service my appeal was accepted on XX/XX/2018 and they had 15 days from that date to review and make a decision. I never received anything in the mail and I made several calls and still nothing. I was told by the fraud department that they sent messages for the XXXX to give me a call. I called on XX/XX/2018 and XXXX, XXXX, XXXX and still no calls or decision. On XX/XX/2018 I called once again and was told the appeal XXXX XXXX noted " claim remains denied ''. I am distraught over this ordeal. I am a law abiding citizen and I work hard for my money and to have someone violate me by taking it, then my own bank not supporting me in anyway or even trying to help me makes the matter worse. I do not believe that either investigators XXXX XXXX nor XXXX did a thorough investigation. I have cooperated fully and have been very patient in this matter. I am the victim in this matter and my own bank is treating me like a criminal. I will continue to fight for my money because it was wrongfully taken by the scammer and Navy Federal Credit Union. This ordeal has been a nightmare and I have been treated unfairly by Navy Federal Credit Union fraud/investigation department. It has been over 30 days from the time the XXXX Police XXXX XXXX sent subpoenas to NFCU and as of XX/XX/2018 he still has not received correspondence. He has already received calls from XXXX XXXX XXXX in Texas but they are unable to assist him without the requested information from Navy Federal Credit Union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-27

VA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: XX/XX/XXXX a check was deposited into my account it was a cashiers check and Ive been expecting settlements from a car accident and knew a check had been issued to the lawyer on XX/XX/XXXX. Also Im waiting for 2 settlements from my ex husband from the state of Ohio. It was later in the day which is a bad time for me and I just assumed and deposited it. On XX/XX/XXXX it came back as a fraudulent check the funds for it were reversed. On this day I was on my second day of a four days in bed. I talked to one gentleman at the bank. He explained what happened and said he couldnt help because I used the funds I stated around XXXX XXXX dollars he agreed we hung up. Hours later after waking up from a medication dose I had more questions so I called back. At that time a woman informed me of three separate transactions all from the same XXXX store two towns away. They were for {$1000.00}, {$900.00}, {$78.00}. I informed the woman I only do my shopping online and very rarely leave my house and had actually made an online purchase to XXXX that morning using my XXXX account. But I did admit to recognizing charges to a dollar store and XX/XX/XXXX and told her I had my daughter go get me some things. She closed my card and sent me something to fill out. XX/XX/XXXX I sent the form stating a dispute for the charges at some point a {$1900.00} credit was put on my account on XX/XX/XXXX on XX/XX/XXXX I received a call from a woman using a very off putting tone stating my dispute has been denied and the money would be reversed on XX/XX/XXXX. 7 days later even though the funds were available within the next day. They froze the account for 7 days. This woman told me my PIN number was used for these transactions I disagreed and explained I havent used a pin at a store for 23 years because of extra charges that used to occur she stated its impossible to not use a pin for the card. She insisted about my PIN number 3 times then stated I used it at an atm recently so it must be true. She then scolded me for letting my daughter use my card to my bank even though it is my money. I also read all their policies I could find and it is not stated that that is not allowed. She then blamed me for having the money in my account and told me if it wasnt in there the charges would not of went through. At this point I hung up and consulted my husband. We always thought money was supposed to be in your bank account and have never been blamed before for having any in our accounts. Plus I feel its obvious it is a military account that the military puts money in for my husbands service and anyone can put a card on a machine hope it works then take another chance and so on. We then started going back and forth with the bank with a different solution and story from approximately 25 people through my now on 19 days journey. But we didnt know the account was frozen I was just told the money would be removed on XX/XX/XXXX. After a doctors appointment we tried to use my husbands card on XX/XX/XXXX and it had been declined with his deposit and my support deposit in it. We called the woman said it was frozen but the money should have come out because it was available she then later stated the XXXX. I then called and requested a letter from the denial I received one in the mail it was dated on XX/XX/XXXX and it also verified fund removal would be on the XXXX also that all pre scheduled payments would be honored for 5 days after the date of the letter. They werent they were all sent back and I am now responsible for extra fees. On XX/XX/XXXX a secure message was sent stating as soon as our account reached {$2800.00} that amount would be removed because of the bad check. It was already removed. So once again given wrong information. On XX/XX/XXXX the money disappeared from my account balance with no record of where it went. I also had been on the phone everyday with a representative no questions ever got answered. XX/XX/XXXX finally arrived at XXXX at night I received a message that my account was open and in the positive status. At XXXX XX/XX/XXXX I called to verify the woman looked said it was fine even called the back office for a second verification. I tried to use the account had issues called back at XXXX again assured everything was working. Another call went to them at XXXX once again told everything looked good I proceeded to catch up the bills that had been returned. My husband went to a pet store and a dollar store and I think XX/XX/XXXX. Everything was fine. Later he ran somewhere and the card was declined we looked up the account and the {$1900.00} had been taken out in the middle of the day. Yes I called. A not nice woman looked into it then went on to tell me oh well it came out a day late I should of known better. This is after 4 verifications from representatives of the bank. I once again had to sit there and be scolded and told its all my fault. Again all bills I paid were returned and over {$300.00} charges have been charged to me. Even after one woman I talked to that said everything was fine had noticed a returned check fee on my account and reversed it on XX/XX/XXXX saying it was a mistake. Ive recieved three different stories of how to file an appeal a couple days after a woman telling me to secure message them I received an answer stating that they see that theyve told me how to do it already. After a phone call that lasted for 2 hours and 14 minutes I was told to call between 8-5 the next day to speak with security and this was relayed to me from the security office. The next day I called back that phone call lasted 3 hours and 31 minutes and included 2 people calling the security office 3 times between the both of them. I was then relayed the message I will not be allowed to have a debit card to access my money for 6 months. Still no help. It has now been 19 days our second direct deposits will be dropping in the morning but once again the money will be eaten away. As being two cycles of pay which our bills separate and come out at each pay and now will be returned again and more fees will happen my husbands command will more than likely be notified along with this hit being taken into consideration for his security clearance which his job depends on. Today is 2 weeks since I requested a copy of the denial letter I got an email from member services with an attached copy of it this afternoon. In my long journey I have done a fair amount of research on this credit union. I have found such bad reviews and sadly one of them is almost my exact story and pieces and parts of the other ones also share my experience. I understand there are millions of customers at these credit unions Im also wondering how many people this is happening to that this takes so long to get a reaction to. My denial and debit card being revoked decisions where made in approximately 2 days. This is peoples lifes and careers and credit they are messing with and dragging their feet with. Also in their policy one of the first sentences is that they are constantly monitoring for unusual transactions on your account. Im confused on how 3 separate transactions in one place for more money than Ive ever spent other than on a car that I had to call the bank and get permission to do first doesnt flag anything especially since I have alerts for purchases around {$200.00} in one day in one purchase that they have flagged. I have had problems with charges on my cards before and I understand the process that needs to be taken and I usually receive a letter within a month or two. Ive never had this happen. Im sorry but in all my career, and education to get the status and credentials I have and running XXXX dollar companies Ive never seen, heard or experienced anything like this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-26

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

2018-06-26

Hamburg, NY

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: On XX/XX/XXXX at XXXX XXXX XXXX XXXX called and left a voice message. Then at XXXX a rep called again and left another voice message. I can understand once a day but calling again is harassment. I still have the voicemails. This isnt just about mortgage. I have several loans with this bank
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-26

TX

Attempts to collect debt not owed

Debt collection: Auto debt

Debt was result of identity theft
Complaint: In XX/XX/XXXX, I took leave and went back to XXXX after completing XXXX school. While I was out there, I was introduced to a man named XXXX XXXX by my cousin 's boyfriend at the time. XXXX told me he would be able to help me build credit and get my credit score over 700 within a years time. He told me to apply for a credit card and an auto loan with Navy Federal. I applied for both and in a couple weeks the credit card was mailed to my cousin 's address in XXXX XXXX. The vehicle loan had also been approved and was mailed to my cousins house. XXXX took the mail from their address, used the credit card to make various purchases in XXXX and XXXX and forged my signature on the check to from the vehicle loan to buy a used car for {$14000.00} which I later found out to be a XXXX XXXX XXXX. The last time I heard from XXXX was around XX/XX/XXXX when he told me to report the credit card as lost/stolen and make payments on the vehicle loan he had pulled out and claimed he would take care of it in a few months. I fully realized he was using me for his own personal benefit and would likely just disappear leaving me with the debt ( which he did ) So I filled out a report at XXXX XXXX and tried to clear the debt with the credit agencies. He also applied for a {$5000.00} personal loan from a company called XXXX XXXX which I later found out was done entirely online without any accounts linking the loan to him. Ive been dealing with this issue since XX/XX/XXXX with no avail. Navy Federal insists that I am responsible for the debt because I filled out the applications and was scammed by someone Ive met, even though my signature was forged. XXXX is holding me responsible for the debt because I made the mistake of saying I would make payments to get them to get off the phone initially the online application was filled out while I was still in California. There are also hard inquiries that was not authorized by myself that are still on my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-26

Baltimore, MD

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-06-26

Bolling Afb, DC

Took or threatened to take negative or legal action

Debt collection: Other debt

Threatened or suggested your credit would be damaged
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-26

Lithia, FL

Applying for a mortgage

Mortgage: Other type of mortgage

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

Timely Response

2018-06-25

Houston, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: opened account via online, then I was told that I needed to provide additional information which I did. then I was told my account was opened, then I go to branch and then I am told that I had to provide my identity documents again and that it would take an additional 5 days. so far it been a month plus. The last time they took my identity documents and passed it among the office staff.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-06-25

Ardmore, MD

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-06-25

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: Apparently someone has an account with a fake email and my information on it through XXXX. They purchased {$2000.00} worth of merchandise allegedly and it was apparently sent to my house without signature. This is WRONG. I called Navy Federal and they told me to open it as a fraud claim, so they did. Now 2 months later, NFCU tells me that since " XXXX '' has my address information, it must be me! Navy Federal scammed me out of my money with no evidence at all except a tracking that shows it was left at a " door ''. No evidence what it was, where it went, or anything. I never got any item. Now I tried to contact them to dispute since they opened a fraud claim and now they ruined me for it. They told me I should have open a " never received merchandise '' dispute now, but they won't let me open one. Navy Federal XXXX me out of 2k+ and expects me to pay with no hard evidence that XXXX had to say it was me. Oh wow XXXX has my address! I have done business with XXXX a long time ago, so NO WONDER!!! Navy Federal has disappointed me time and time again recently with this process. They need to re-train their representatives. They are not looking out for anyone 's best interest. I am sure they lost my information to a hacker and now want me to pay them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-25

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

Timely Response

2018-06-25

Tampa, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I made an application for a mortgage with Navy Federal Credit Union and paid {$18.00} for a credit report inside the Navy Federal branch XXXX Florida. I received an email which assigned XXXX XXXX as my loan officer and uploaded my documents. I waited a few days before I reached out to her despite the email saying that she would contact me. On Friday XX/XX/XXXX> I briefly spoke with XXXX XXXX who stated she couldn't get me the original loan request but if I could accept a lower loan amount she would send the loan application to the underwriters. I waited a few more days and emailed her on XX/XX/XXXX at which time XXXX XXXX responded that my loan application was denied and that I would recieve a letter in the mail. Ive been waiting on the this letter since but have not recieved one. I called the customer service phone number for Navy Federal on XX/XX/XXXX to inquire about the denial letter, I was told that XXXX XXXX would email the letter by XX/XX/XXXX as the Mortgage person could not see what the reason was. I have not received an email or letter yet regarding the denial.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-25

Cheverly, MD

Incorrect information on your report

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

Account status incorrect
Complaint: In XXXX of 2016 Navy Federal Credit Union reported to the credit bureaus that I was 30-59 days late in payment. This happens to false.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-24

Charlotte, NC

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: In XX/XX/XXXX, my checking account was placed on restriction due to fraudulent check deposits on my Navy Federal Credit Union checking account. They were in the amount totaling over {$2000.00}. I had no knowledge of these deposits until I was unable to log onto my NFCU account via the XXXX app. When I found out about this issue, I immediately called NFCU about the matter and they went ahead and open up a Fraud claim. Two weeks later, I got a letter in the mail stating that the claim was denied & I owed the negative balance on my account. I have been fighting this matter for seven months and each time I would speak to a Security rep, they would tell me that they are looking into the matter and will get back to me. That never happened, as I had to always make the first move. On XX/XX/XXXX, I spoke to another Security rep, as I was in the process of starting a new fraud claim to retrieve my checking account back. The rep told me that I didn't need to start another claim and the only way that I can get an appeal is if I pay the negative balance on my account. I should not be liable for paying back this balance, as I did commit the illegal actions. It is a major inconvenience, as I haven't been able to use any services that Navy Federal offers ever since last year & I had to pay off and close out my credit card that I had with them. I have been a loyal member with NFCU ever since XX/XX/XXXX & I would like to remain a member.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-23

Philadelphia, PA

Getting a credit card

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

Sent card you never applied for
Complaint: To whom it May Concern, I have sent many letters contacted all three major credit bureau, filed a report with the FTC ( Fraud ) to have these fraudulent accounts x 3 removed from credit report. I have explained that I never authorize these accounts. Please send me a correct signed documentation that I signed to have an account and credit cards in my name with your establishment. I don't recall applying for any credit card or any account with your company. I am looking at my credit report and I see that I have three accounts that are listed on all three of my credit reports. I am unable to provide the account number due to me not knowing about these accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-23

Washington, DC

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 non-monetary relief

Timely Response

2018-06-22

MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: a 2 month deferment was approved in XX/XX/2018 and I was instructed to pay {$1700.00} for the two months of escrow that can not be deferred. Navy FCU applied the payment to the principle and not the escrow and has no jacked my mortgage up {$180.00} a month. After 11 days ( XX/XX/2018-XX/XX/2018 ), of being told the correction would take place within 48hrs, its still has not been down and has caused my mortgage payment to be late due to not having an accurate monthly payment to make
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-22

Cheverly, MD

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

2018-06-22

Cheverly, MD

Incorrect information on your report

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

Information belongs to someone else
Complaint: Navy Federal Credit Union verified that I applied for a credit card 12 years ago that was never issued to me. A review of my credit report shows that Navy reported derogatory information on my credit report that does not belong to me, which is impacting my credit report and hindering me from obtaining employment. I spoke to several representatives that have confirmed no credit card was issue, but I am unable to get them to provide a written statement confirming that there was never issued to me and that it was fraud or an error by Navy Federal Credit Union. I am requesting a written statement confirming that there was never a credit card issued to me and that it was fraud or an error by Navy Federal Credit Union. I need this information immediately, for my background check to move forward.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-22

Jacksonville, FL

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

2018-06-22

Kailua, HI

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

2018-06-22

Belle Haven, VA

Problem when making payments

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

Problem during payment process
Complaint: I have a loan with NAVY FEDERAL CREDIT UNION. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting both XXXX and NAVY FEDERAL CREDIT UNION with no successful resolution. XXXX only reporting me late. There was definitely an error on their part. I was never 30 days late XX/XX/XXXX-XX/XX/2017.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-21

Darnestown, MD

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