NAVY FEDERAL CREDIT UNION

2018-05-21

Ft Belvoir, VA

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

2018-05-21

NC

Incorrect information on your report

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

Account status incorrect
Complaint: Navy Federal Credit Union has charged off the debt and continues to report the debt as past due ; even though they have claimed it as a loss on their taxes and received credit for the past due amount. I have disputed this several times and they refuse to remove the past due amount from reporting. They have even tried to increase the amount owed! I want the past due balance removed. Companies can not simply write off a debt and continue to try and collect it once they have received a credit for it. Therefore, they need to remove the past due amount.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-21

Jacksonville, FL

Problem with fraud alerts or security freezes

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

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

Timely Response

2018-05-19

Philmont, NM

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 explanation

Timely Response

2018-05-19

Durham, NC

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: To Date Navy Federal credit union has not removed over 10k in fraudulent charges on my credit card. They were negligent in allowing someone to open an account stating they were my spouse without any proof. Navy Federal also allowed this individual to call in a check off of that credit cards to pay other fraudulent accounts. Navy Federal actually took the charges off then put them back on. I have read other reviews with this being done to them also. I am seeking a group to move forward with litigation as a whole and also whom are interested in seeking damages and emotional distress. I have followed their process and gone through all of the steps including the process with the police and still Navy Federal has not removed the charges. I have also found 2 others whom have had this done to them as well. They have asked me for documentation and I have sent it. I also sent a message stating I had reason to believe the crook had been selling off my information to others and I have had no response back from them at all. Anyone who can assist us with getting this information in front of the attorney general is greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

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

2018-05-17

Oxford, GA

Communication tactics

Debt collection: Credit card debt

Used obscene, profane, or other abusive language
Complaint: In XX/XX/XXXX, reached out to Navy Federal Credit Union regarding a lower monthly payment due to a loss of income. I was given the tuna-round regarding help and several agents stated that they would gather information but I never received a follow-up call. As a result when I contacted NFCU to obtain the information, I was told that no notes were in the account, no information could be found regarding what I was following up on. XX/XX/XXXX, I received another call to provide help and was told that I could use my reward points towards the balance of the card, if they could get the last month payment reduced to show a non-past due balance. Unfortunately, this action was not completed by NFCU until XX/XX/XXXX. The agent apologized for the delays and bad information in the past and provided additional information for payment solutions. As a result of the delays caused by NFCU, my payments for XX/XX/XXXX and XX/XX/XXXX were excused. During this time I reached out to the local branch for additional help getting through to NFCU because previous attempts resulted in no documentation, no call back and no results. Unfortunately, while I was waiting on the an appointment and an approved application from the debt management department, I was harassed and threaten by NFCU agents. XXXX called me several times during the day, he said it was his job and that he had to call even if I was waiting on another payment option from NFCU. I explained to him that I had an appointment on XX/XX/XXXX at XXXX with XXXX and that I would be working with her to resolve the account and that there was no reason to call me everyday because I was not going to start one option with him without first speaking to XXXX. He stated that he could stop the calls and that he would make a note on the account. He said I could not stop the call long term because I have a past due balance. I explained that I would simply no answer the phone because it was not necessary to explain the details to every one that called, if he put notes in the system for all to see. However, within a few days after speaking with XXXX, I received a call from his supervisor XXXX. XXXX called to check the details that XXXX put in the computer because he said I sounded like I was lying just to get of the phone with NFCU and to stop the calls. I explained to XXXX that I had no reason to lie, I did have an appointment with XXXX, with whom worked for NFCU and the appointment date was still a week away. XXXX then told me that he had worked at NFCU for several years and did not know of a XXXX. I he said that I was changing the date of the meeting, making up the details regarding the meeting and just didn't want to pay the money I owed. He also said that no appointment was on file for my account and that if i was telling the truth, he would be able to see this person named XXXX, that I claimed I was meeting with. I explained to XXXX that, he was out of line for calling me a lie and trying to belittle me. I told him that I didn't appreciate it and that I did not want anymore calls regarding the account because I was working the issue and would not take being yelled at, belittled, talked over, called a lie and being accused of not wanting to pay my debt. That next week I had the appointment with XXXX and the terms she offered were not affordable. I was only given 2 options based off the balance of the account. I then requested that she simply ask for other options and she agreed to ask her supervisor for additional options. She said the review team normally takes 3-5 days to respond and then she would give call back. However, the very next day I received a call from XXXX, who worked with XXXX in the collection department. XXXX stated was extremely rude, nasty and unprofessional. She tried to argue with me regarding the details of the account and consistently talked over me, after asking me questions. I explained to her just as I had with XXXX and XXXX. She said that waiting on a response was just an excuse that I was using to not make a payment and that people were not going to try to help me if I didn't want to be helped. I explained to her that I was working with XXXX and that she was checking out a few details that would take 3-5 days for a response. XXXX then responded by saying that she saw that I spoke to XXXX and that a decision had already comeback and that she was the last option for me to get help. I told her that I had not heard from XXXX since yesterday so I was unaware of a decision because she said it would take 3-5 days. XXXX then told me that she could see the decision and I was not going to be offered anything else, i could either take the options given to me already or make the regular payments. She then reminded me of the current balance and asked me what I was looking for. I explained to her that I was looking for an affordable monthly payment. She asked what I could afford. I told her {$100.00} a month and she said, well thats not a payment that you will receive, I can do {$190.00} a month but thats the lowest. I informed her that those were the details that XXXX provided on yesterday and that I was currently awaiting another option. She then reminded me that no one was going to continue to call me for me to ask to pay {$100.00} a month. I told that was fine because I had previously asked for the calls to stop because I was aware of the balance and because the calls were all throughout the day, the people were rude and I didn't need that extra stress. XXXX then said, well if you don't want help, goodbye and the line was disconnected. As of XX/XX/XXXX I have yet to receive a phone call back from XXXX or anyone with the additional options or the results of the review team. I have called several times, left several messages but no returned phone call. I was dialing XXXX ext.XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

Clover, SC

Took or threatened to take negative or legal action

Debt collection: Mortgage 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

2018-05-17

Cheverly, MD

Problems at the end of the loan or lease

Vehicle loan or lease: Lease

Problem while selling or giving up the vehicle
Complaint: XX/XX/XXXX I was told via written letter that after reviewing everything Navy federal still finds me liable for the balance. On XX/XX/XXXX I called to confirm their decision after I filed claim with CFPB and they said the letter sent out is correct and that is their decision. I want to know why is Navy being dishonest with CFPB by not notifying them that they are no longer working on the issue anymore since XX/XX/XXXX they made a final decision??? I have attached the letter they sent me with their final decision.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-17

Discovery Bay, 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: On XX/XX/XXXX, after mailing several dispute letters that went unanswered, I initiated a dispute process for several charges that were made to my Navy Federal Credit Union Credit card. The charges totaled {$3300.00} and were for merchandise ( XXXX in-game credits and virtual currency ) that was never received. I received a letter from Navy Federal several days letter stating there was no billing error and I would be responsible for the charges. I then contacted a Navy Federal customer service rep on XX/XX/XXXX who requested I provide additional information regarding my dispute. As requested, that same day I submitted to Navy Federal a copy email correspondence between myself and itunes and screenshots showing the merchandise was never received. On XX/XX/XXXX Navy Federal sent me a letter again denying my dispute in direct conflict with the FTC 's Mail, Internet, or Telephone Order Merchandise Rule. I attempted to contact the person in charge of my dispute, XXXX XXXX, as well as her supervisor and was told both are " unavailable ''. I left a voicemail for XXXX XXXX, but have not received a returned call.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-16

Baton Rouge, LA

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

2018-05-16

Menifee, CA

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

2018-05-16

Virginia Bch, VA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-16

Occoquan, VA

Fees or interest

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

Charged too much interest
Complaint: I made two purchases in XX/XX/2017 that fell under a promotion that Navy Federal Credit Union was running that advertised 0.0 % APR for 6 months on purchases of $ XXXX and 12 months on purchases over {$1000.00}. Since that time, I have made payments on the account that covered the purchases made that period with no balance forwarded other than the promotional purchases, otherwise referred to as the revolving balance by other credit card companies. Navy Federal Credit Union VISA is stating that because I didn't bay the statement balance ( purchases + promotional balance ) in full, I am subject to interest on the average daily balance minus the promotional 0 % APR amount. VISA has " duped '' the customer by advertising a 0 % APR promotion and then charging interest on the average daily balance of the account when that promotional balance hasn't been paid in full because they are including it in the statement balance. I called the Customer Service Line inXX/XX/XXXX and the interest charges from theXX/XX/XXXX and XXXX statements were credited back to me. However, they continue to charge me interest because I haven't paid the statement balance, even though I have paid more than the purchases that period and contribute to the reduction of the promotional balance. Based on experience with other credit cards through stores such as XXXX XXXX and XXXX 's, I don't understand how I can be charged interest because I haven't paid off the balance of a purchase that has a 0 % APR. That promotional balance should be separated from the revolving balance, and if that revolving balance is not paid in full I would completely understand being charged the interest.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-16

Tampa, FL

Problem with a credit reporting company's investigation into an existing problem

Vehicle loan or lease: Loan

Their investigation did not fix an error on your report
Complaint: I had two auto loans with Navy FCU that they refinanced for me last year in XX/XX/XXXX -XX/XX/XXXX Both accounts were 30-60 days delinquent but for some reason one of the two auto loans ( one complaint is being filed about ) had a payment refunded to me on XX/XX/XXXX, which caused an additional late mark onXX/XX/XXXX. I was advised that is was transferred back into my bank account due to the account being refinanced and paid off. The refi didn't go through until XX/XX/XXXX as you can see in the attached payment history. I have asked NAVY FCU to correct this 90 days late mark on this account but they are stating that they have no way of correcting this even though admitting the error. The error being that they did not know why one auto loan processed quicker than the other or why they transferred the monies back to my account. As you will see in the payment history, the funds payment was not reversed for insufficient funds, it was merely transferred back into my checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Key Biscayne, FL

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: Bank intentionally is delaying my deposits in collusion with law enforcement
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-15

Murphy, 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

2018-05-14

Foothill Ranch, CA

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I singed up for a Navy Federal XXXX XXXX XXXX. The promotion was for XXXX rewards points if I spent {$3000.00} in 90 days. I completed my portion of the agreement and continued to contact them about the reward. Finally on XX/XX/2018 I was told that I would receive the reward as the promo code was for 0 APR. I told them that they switched my code and I would never carry a balance and would not need 0 APR. I was on the Navy Federal website when I did this and the promotion is still on the website. There wasn't any promo that I clicked on for 0 APR. They switched my code and refuse to honor the promotion is signed up for, XXXX reward points.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-14

Watkins, CO

Incorrect information on your report

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

Account status incorrect
Complaint: This debt was discharged in my chp XXXX and is being reported as being late. This was discharged XX/XX/2017. Did show discharged now showing late.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-13

NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: In XX/XX/XXXX, I applied for an equity loan against my primary residence and was denied citing two missed mortgage payments ( XX/XX/XXXX & XX/XX/XXXX ) on a secondary property. I provided the reason I missed the payments as follows : In XX/XX/XXXX, while on vacation, my sister suddenly had XXXX XXXX. She was rushed to the ER and admitted with a diagnosis of XXXX XXXX XXXX. We were out of state and she could not be stabilized to travel back home.The expenses for treatments and consultations mounted and I had to help bear the costs. I notified my mortgage company of the dire situation and informed them the payment would be missed for the two months. This was a very difficult time for me financially and I needed help. In XX/XX/XXXX, I reapplied for the same equity loan as I had been told to wait one year due to the two missed mortgage payments, however I was denied again. I initiated an appeals process in order to address the concerns raised by the Equity Processor. I was thorough with my explanations and documentation, however, when I received their formal letter of denial it stated the information I provided was not sufficient to alter the original decision. I was disturbed by their response because one of the areas of concern dealt with my debt to income ratio. I provided them with a lease agreement from my tenant who has an account with their bank. I also provided the tenant 's account information showing each monthly payment. I fail to understand why this additional information was not helpful since the mortgage payment is {$1600.00}. Additionally, I provided a full explanation as to why I missed the two mortgage payments as well as a disputed charge-off by XXXX XXXX. Another area of concern was a {$15000.00} loan I took out in desperation when the equity loan was denied. The interest rate on this loan is 24.57 % ; term of the loan is 36 months and the monthly payment is {$550.00}. My credit report will document I have had no late payments on any account ever, except the mortgage situation I explained above.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-12

Juniper Hills, CA

False statements or representation

Debt collection: Credit card debt

Attempted to collect wrong amount
Complaint: I have disputed on multiple occasions with the CRA 's and directly to the creditor, XXXX XXXX. I sent disputes on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. The CRA 's keep concluding my disputes as validated accounts, and they do not correct or delete the inaccurate the information. I requested the CRA 's to reinvestigate the wrong past due amounts, and wrong balances that's reporting on my credit reports. How can a credit card company report a credit card with only a {$3000.00} limit, with having a past due balance of $ {$770.00}. That's impossible. I requested proof that I owed this balance and I have NEVER received any proof that I owe this outrageous balance. The 3 credit bureaus are also reporting conflicting, information. I mean don't the credit bureaus all contact the same creditor and aren't the creditors suppose to provide the same, accurate information to ALL the CRA 's? So if they are actually verifying the information that the creditors are providing them, then my credit reports should all look the same, but they DON't! Because the CRA 's and creditor, Capital One are reporting wrong information, I'm at a 200 % revolving credit balance which is severely impacting my credit score negatively. I have requested on many occasions for the CRA 's to conduct reasonable investigations regarding the information on my credit report, but they have failed to do so. In a re-investigation of the accuracy of credit reports [ pursuant to 1681i ( a ) ], a credit bureau must bear some responsibility for evaluating the accuracy of information obtained from subscribers. I have included copies of the credit reports, the different reported information that's been inaccurate for many years. I have alerted to the accusation that the accounts were inaccurate, and then confronted with the credit grantors ' reiteration of the inaccurate information. However, XXXX, XXXX, and XXXX continue to rely on the inaccuracy of the creditor and did not re-investigate or verify that the information provided by the creditor was in fact complete, accurate and true.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-11

Del City, OK

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Navy Federal has frozen my account. I can not withdraw, transfer, or use debit card. They have locked me out of my account and I have no access to my funds. This is because loan is past due.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-11

Plymouth, FL

Incorrect information on your report

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

Account status incorrect
Complaint: All three credit reporting agencies have listed a " charge off '' account from Navy Federal Credit Union. I contacted XXXX in regard to the dispute I filed with them only to receive they investigated and found this was my account. I do NOT dispute that. Problem : I keep getting letters and emails from NFCU and of just this week an email from a man to contact this such and such number with extension number. I call that number with the extension and all I get is an arrogant and rude person working in a collection call center. When I ask for this person they want my life history. Sorry, I am not giving them all this information so they can try and talk with me. I have written, called and have asked the credit reporting agencies to help me bring these people ( NFCU ) to the table to discuss this matter. I have offered in writing to NFCU a financial settlement, to no avail. Please help me here. My credit is being dragged down because of this banking institution.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-10

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 explanation

Timely Response