NAVY FEDERAL CREDIT UNION

2018-04-30

San Jacinto, CA

Incorrect information on your report

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

Account status incorrect
Complaint: In late XX/XX/XXXX I had my wife removed as an authorized user from my Navy Federal credit products. Navy Federal is still reporting that account with late payments from XX/XX/XXXX to my wife 's credit. No response has been received from Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-30

Managing an account

Checking or savings account: Savings account

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

Timely Response

2018-04-29

Arlington, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

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

Timely Response

2018-04-29

Bowie, MD

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

2018-04-28

Tempe, AZ

Communication tactics

Debt collection: Credit card debt

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

Timely Response

2018-04-27

Cheverly, MD

Charged fees or interest you didn't expect

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

Complaint: Reference Complaint No. XXXX ( Navy Federal Credit Union ) Navy Federal Credit Union sent me an amortization schedule for my loan which was not my request. As there is a $ 1,999+ balance on my loan although all the scheduled payments have been made and the loan has matured, I requested the following information : 1 ) The " late charge '' total represented in the remaining balance 2 ) The total amount of interested represented in the remaining balance 3 ) Whether NFCU has charged me interest on their late charges 4 ) Whether NFCU has reported the late charges ( their profit ) to the credit bureaus as late payments I think I have a right to get this information and the amortization schedule they sent does not list items 1-3. XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-27

Jacksonville, NC

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-04-27

Moapa, NV

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Subject : Request For Refinancing of House mortgage with Navy Federal Credit Union ( NFCU ) Application number XXXX for VA limit of {$450000.00} Loan official : XXXX XXXX XXXX ext XXXX Florida XX/XX/XXXX I applied to refinance my VA Loan with Navy Federal Credit Union ( NFCU ) at 3.85 % no points. NFCU denied my loan request based on insufficient. income and excessive Obligations. MY credit score is XXXX and have over {$900000.00} in XXXX and Federal Thrift Saving Plan ( TSP ) stocks, bonds, and mutual funds and TSP. Also XXXX XXXX of .999 pure gold in safe deposit box. Of the $ XXXX I have approx. $ 6000/every mo automatically withdrawn from XXXX every month to NFCU and XXXX XXXX XXXX XXXX XXXX ( XXXX ). In addition, I also have SS, XXXX XXXX pension, XXXX XXXX XXXX and $ XXXX/mo. VA XXXX for XXXX war. totaling XXXX/yr I sent them Tax returns, all documentation required. $ XXXX +XXXX = XXXX Income that should be counted towards obligations Plus I still have the XXXX in my assets. XXXX XXXX 's Supervisor advised me she will not even explain to me what standards they use to determine who they loan money. Just to resubmit a loan application at a much high interest rate 4.25 % vs 3.8 % when I applied. Supervisor also said they may have made a mistake but could not disclose. I suspect they made an error because when I spoke with XXXX XXXX 's Supervisor, she told me she will not disclose anything about the evaluation process to me, what standards they use. Example : she said she don't know the guidelines and I am not allowed to talk to the underwriter to ask any questions So I have no choice but to get you involved. I asked her Is 30 % the standard for loans? 40 % for total debt? She refused to even discuss anything about the process and my time for appeal has expired ( I had a death in the family and had to go to Tenn. to take care of matters ) she passed away suddenly. 3 pack a day smoker ) she said there is no extensions or waiver for a loved ones death. Original 100 % loan amount $ XXXX XX/XX/XXXX ( VA appraisal was {$410.00} XXXX ) Real estate agent said in XX/XX/XXXX MINIMUM sale price should be XXXX and a fair market value of XXXX is very realistic Many upgrades completed such as new real hardwood floors, new carpet, new paint, landscaping, and much much more so make XXXX should be no problem There are many data points indicating 1-Does n't sound like they know what they are doing, not fully competent for their job. 2- They are discriminating against me because I am XXXX yrs old, 3- just trying to increase my interest rate. It appears maybe 4- Maybe they didn't count my XXXX yr automatic withdrawals for my retirement and non-retirement accounts Again she would not even explain that. Almost like she was hiding something I have documented enough money in accounts everywhere totaling $ XXXX. 5- When I asked how is it I was approved for in XX/XX/XXXX for XXXX but not XXXX with upgrades? Again the supervisor refused to even discuss this. 6- The only obligations I have is my house payment and car loan $ XXXX I owe about XXXX and retail value is about XXXX. XXXX XXXX XXXX Best contact is XXXX XXXX at XXXX ext XXXX he is suppose to be the loan official
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-27

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

2018-04-27

Galveston, TX

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

2018-04-27

Phoenix, AZ

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Contacted your employer
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-04-27

Robertsdale, AL

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, I used two different credit cards at check out to pay for my room and the room for the Fire Captain assigned to escort my husband 's body back to the U.S. When I checked online banking records on XX/XX/XXXX, I discovered that the XXXX XXXX XXXX had used card XXXX for both rooms while also using the correct second card XXXX for the Captain 's room. I filed an online dispute with Navy Federal on XX/XX/XXXX. After providing NFCU with multiple proofs of the duplicate charge ( the separate folio payment records from the hotel ), NFCU sent me a letter dated XX/XX/XXXX that advised they found no error and they were recharging the account. Included with the letter was proof that the second card ending in XXXX had indeed been charged for the second room. Despite this, NFCU posted a THIRD charge to card XXXX. I have attached a screenshot of all transactions concerning the XXXX XXXX on card XXXX showing the three room charges for transactions on XX/XX/XXXX ( check-out from the two rooms ) with two posted on XX/XX/XXXX and one posted on XX/XX/XXXX. ( Please disregard the smaller charge of XXXX. This was for drycleaning. ) Therefore, Navy Federal refuses to acknowledge that they have now facilitated/honored FOUR charges to the XXXX XXXX for the two room charges on XX/XX/XXXX : three on card XXXX and one on card XXXX. By the hotel 's own legal VAT invoices ( attached ) for these overnight stays, only two charges are legitimate.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-27

Williamston, MI

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Theres 2 separate instances. The first, I submitted a dispute because I got a table and it broke minutes after the drivers left. I provided as much documentation as I could. They didnt even call the merchant. My dispute ended up being denied. The next one. I got some hair. It was defective and ended up a tangled mess 2 days later. A professional hair dresser advised me to get a refund. The company wouldnt do it, so I went to my bank. The bank denied this as well, even though I provided ample documentation
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-26

Mount Chase, ME

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

2018-04-26

Temperanceville, VA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: First the Facts : XX/XX/XXXX - I noted and unauthorized charge for {$24.00} on my Navy Federal ( NF ) checking account. I contacted NF and was advised to take up the disputed charge with the vender - " XXXX, XXXX XXXX XXXX XXXX XXXX ''. I made multiple attempts to contact the vender but was unable - all calls went to an answering machine at all times of day. This answering machine requested my name, phone number, etc. The web site appeared suspect as well with no chat or meaningful information. XX/XX/XXXX - I notified NF of fraud concern. I requested stop payment and was charged {$20.00}. XX/XX/XXXX - After reviewing past statements with fraudulent charges from same vender on most months, I notified NF of concern for past recurring fraud. NF advised me to close my checking account and establish new account. Also advised me to complete a form for " Written Statement of Unauthorized Debit. '' NF representative advised me to list all dates for disputed transactions on the same form. I complied. XX/XX/XXXX - I discovered that NF had sent electronic bank message that form not processed because it was the incorrect form. I called NF and was advised to submit new form - " Declaration of Forgery/Fraud. '' I complied. I request future communications in writing. XX/XX/XXXX - I discovered that NF advised me again via electronic bank message that form was not processed because it was an incorrect form. Now I need to submit 27 individual forms, one for each unauthorized transaction. I was advised to complete 27 separate " Written Statement of Unauthorized Debit ''. I complied. I was told to expect 10 days for written results of investigation. NF did reverse 4 of the charges and refunded total {$99.00}. XX/XX/XXXX - I received a letter dated XX/XX/XXXX that my case was closed because the vender provided an electronic typed signature with my name authorizing the transactions. XX/XX/XXXX - I made one final attempt to address my disagreement with the findings but NF representative was dismissive and advised the case was closed. I state again that this is fraud. I had never authorized this company to receive any payment for services. No services were ever provided. I had never heard of XXXX XXXX or of XXXX until this matter arose. I have never had any relationship with this vender and believe that my electronic signature was falsified and that my identity was stolen. Once again I state believe this was bank fraud. Navy Federal has ignored my concerns and handled this matter very unprofessionally. 1. As noted above, the way manner in which I was made to fill out forms repeatedly just to file a complaint seems to be a deliberate attempt to discourage people from even filing a complaint. 2. Navy Federal failed to properly notify me that there were problems with the forms. I was never told to monitor the electronic banking site for messages in this regard - I just happened to stumble upon these messages. I was told that communications would be in writing and the only written correspondence was the letter closing the case. 3. There was zero continuity in the ID theft fraud department at Navy Federal. Each time I called about this matter, the case worker seemed to have no knowledge of even the basic fundamental fraud claim. It was as if no one at Navy Federal bothered to even record any of my statements or concerns. I have never experience customer service that was this dysfunctional for a serious concern.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-26

Cheverly, MD

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem while selling or giving up the vehicle
Complaint: On XX/XX/2018 I was involved in a car accident where it was decided as a total loss. My insurance provider then began the process to pay off the lien holder { Navy federal credit union ). The cash value determined of my car by my insurance company was XXXX leaving a balance of XXXX on my auto loan. I then opened a gap claim with navy federal being I had paid for it when I opened my auto loan with Navy. After reading over the disclosure statement it gave details that navy is to pay 150 % of the cash value towards the balance, also stated in the disclosure their is an example given on how the process works. Navy refuses to apply the full 150 % to my balance, leaving me responsible for 727.00 ( est ) balance. I was told Gap was to cover the balance left on my loan and that is not what the service is providing. This service comes off as fraudulent because what they are paying towards the balance is only a little over 3,000. that is below the 150 % stated to be paid via the disclosure agreement, it would seem they are only paying the remainder of XXXX being XXXX was paid also the check was in the amount of XXXX, so do I even get money back being they not including the full check amount? This is not what is being advertised or even disclosed in the agreement. I am waiting to hear back from a supervisor being every representative could not fully explain why their process contradicted the disclosure statement, and why they are not going to apply the full 150 % themselves to the remaining balance
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-26

Durham, NC

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

2018-04-25

San Diego, CA

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

2018-04-25

Cane Creek, AR

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

Timely Response

2018-04-24

San Diego, CA

Managing an account

Checking or savings account: Savings 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

2018-04-24

Buffalo, NY

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-04-24

Foothill Ranch, CA

Incorrect information on your report

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

Account information incorrect
Complaint: I opened a checking account with Navy Federal Credit Union on XX/XX/XXXX. My niece XXXX XXXX XXXX ( a minor ) was a signer on the account. I had some financial difficulties including a withholding order from the California Franchise Tax Board which resulted in several checks that I deposited being returned. Due to these continued financial difficulties, I was unable to make deposits into the account to bring it to a positive balance and the account was charged off on XX/XX/XXXX. To my knowledge, Navy Federal has made no attempts at trying to contact me to collect the balance due on this account. They have my social security number and my current credit bureau report reflects my correct address, telephone number and employer information. Instead, they reported this charged off account on my nieces credit bureau report. She was a minor at the time the account was opened and was still a minor when the account was charged off. She has recently married and her new husband banks with Navy Federal and tried to add her to his account, which they denied. They have repeatedly contacted her to secure payment of the charged off amount, even though I am the legal account holder. They have refused to assist her in both the branch and through their corporate channels. She requested an investigation into this matter and received a response stating that the Financial Crimes and Risk branch at Navy Federal had completed a thorough investigation and denied her claim, informing her that she would need to pay the balance due before they would remove any negative information or consider adding her to, or opening new accounts for her. Again, she was a minor over the life of the account and is not contractually liable for the charged off balance. I would like this information removed from her credit bureau reports and the records of the credit union, since she is not legally responsible for this debt.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-23

Shalimar, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I made a deposit into the atm at Navy Federal on Saturday. My account receipt showed an available balance of XXXX after making it. As my account was overdrawn prior to my deposit because of a transaction i made before. I used my card a few other times because the atm said i had an available balance. I found out today i did not. Called in and asked for a manager i was given XXXX. She ended up hanging up on me twice after i asked to be escalated higher. She told me she was the only supervisor and i could not speak to anyone else before hanging up both times. I called a third time and spoke with XXXX and she gave me a Supervisor by the name of XXXX. XXXX was nice and helpful as possible. I do not feel i should be punished by overdraft fees for an atm error. No where on the reciept it showed only XXXX would be available. This was an awful customer service experience. Being hung up on when asking for more help and lied to.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-22

Charleston, SC

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 non-monetary relief

Timely Response

2018-04-22

Main Office, 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