NAVY FEDERAL CREDIT UNION

2018-04-20

Ladson, SC

Incorrect information on your report

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

Information is incorrect
Complaint: I have previously filed a complaint XXXX. I feel that the employees are demonstrating a " mean girl '', " bullying '' against me and it is not appreciated nor professional. As a client and member of this institution, I do not feel I have to befriend or snug up to anyone to perform business or deal in day to day transactions. Each and every client and member, active or prospective, should be dealt with in a professional manner. We are not here to make Navy Federal Credit Union employees feel warm and cozy or be their pawns.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-20

Atlantic Beach, FL

Managing the loan or lease

Vehicle loan or lease: Loan

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

Timely Response

2018-04-20

Atlantic Bch, FL

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

2018-04-20

HI

Fees or interest

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

Problem with fees
Complaint: I have 3 credit accounts with Navy Federal Credit Union. 2 credit cards and a car loan. I was one day late on one credit card and they way Navy Federal 's online account works, it forced me to pay double and it forced me to be one day late on another credit card and pay double the minimum payment as well. As soon as you are one day late paying your credit card, Navy Federal locks you from accessing your account online. It takes you to a screen that forces you to make a payment, you can not navigate away from this screen to pay other Navy Federal Accounts. One day late and my payment went from {$480.00} to {$990.00} instantly. Since I was locked from paying my other accounts, this forced my 2nd credit card to go one day late and making me pay double the minimum payment on this account. This is very deceptive and can hurt consumers.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-19

Fred, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: On XX/XX/XXXX I applied for a mortgage loan with Navy Federal Credit Union on the phone with XXXX XXXX. Prior to her starting the application I told her that I had applied at three other banks which included XXXX XXXX, XXXX and XXXX XXXX all for which I was approved. I also advised XXXX that my bankruptcy was discharged back in XX/XX/XXXX I told her these things because I wanted to make sure that she knew what my circumstances were prior to her starting the application. She advised that all of things mentioned were within Navy Federal guide lines and she proceeded to tell me that the credit reports for my husband and myself would cost {$36.00}. and I told her to proceed. After she completed the application she advised of some paperwork that the underwriters would need and asked that I uploaded them onto their secure website. I completed that task at XXXX, XXXX, XXXX and XXXX. During our conversation XXXX advised that Navy Federal had something called a Freedom lock where she had locked in our rate at 3.84 and that if I purchased some points I could get it down to 3.75, she also set my payment date up. During the application process XXXX asked me how much did I want to borrow, I told her I hadn't found a house yet and she told me to ask for {$500000.00}. and if the credit team couldn't approve that amount they would send a counter offer. XXXX also advised that Navy Federal had a Realty Plus team of realtor would could assist with finding a home and she signed me up for that as well. On XX/XX/XXXX I received a message from Navy Federal advising that XXXX XXXX was the mortgage loan officer during the process. On XX/XX/XXXXI followed up with our loan officer because we found a house over the weekend that we really liked. She was not in when I called but another loan officer advised that she would leave XXXX a message for when she arrived and have her follow up with me. XXXX followed with me later that morning and she advised that the credit team advised her that we asked for too much and my bankruptcy had to be within four years. She said I could reapply in XX/XX/XXXX of this year. She said I would receive a letter in the mail. Around XX/XX/XXXX I received a letter stating the total opposite of what XXXX had advised on the phone. The denial letter stated that the credit application was incomplete, they were unable to verify our income, and that we had poor credit with Navy Federal, delinquent past or present credit obligations with others and collection action or judgement. Our credit score was XXXX at the time and we had no bills that were past due. Nothing on that statement was true. I called back on XX/XX/XXXX and XXXX XXXX answered the call. She told me that she checked with her supervisor and was advised that with a VA Loan the waiting period after a bankruptcy was only two years. She advised if I was approved with XXXX I should have been approved with them. She put in a challenge/appeal in for me on that same day at XXXX the incident number is XXXX. OnXX/XX/XXXX XXXX supervisor XXXX XXXX called me and told me that she did not see any appeal or challenge and XXXX was correct with every thing she did and said. I asked for her supervisor name and she advised that was XXXX XXXX XXXX ext XXXX. I asked for information so I could send the CEO a letter and she said she did not have it. To this day I have not received anything in writing about my appeal or challenge.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-19

Sioux Falls, SD

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
Complaint: On XX/XX/XXXX and XX/XX/XXXX, 271 transactions went through on my credit card totaling {$12000.00} from XXXX XXXX and I was not notified by the Navy Federal Credit Union fraud alert system for suspicious activity. I contacted the bank for a refund of all of the charges and a reason why this was not detected by their fraud alert system.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-19

Matoaca, VA

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

2018-04-19

Atlantic Beach, FL

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

2018-04-18

Atl, GA

Written notification about debt

Debt collection: Other 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

2018-04-18

Jacksonville, FL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Navy Federal Credit Union has violated x 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-18

Jacksonville, FL

Getting a credit card

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

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

Timely Response

2018-04-17

Virginia Bch, VA

Other features, terms, or problems

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

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

Timely Response

2018-04-16

Evesboro, NJ

Opening an account

Checking or savings account: Savings account

Account opened as a result of fraud
Complaint: in early XX/XX/XXXX I stopped by a local NAVY FEDERAL CREDIT UNION OFFICE in XXXX XXXXl, NJ. I only picked up a brochure. on or about XX/XX/XXXX I received an ACCOUNT STATEMENT for an account that I DID NOT OPEN! on XX/XX/XXXX after several calls I was directed to the CFPB and I spoke with XXXX and she advised me to file a claim. I have only been delayed in filing this claim due to a family member passing away. I am upset that a company or any company would be authorized to open an account without my permission or my social security number. I feel that they are marketing by creating false accounts in the hopes that someone will set up an account. I have the STATEMENT that I was sent
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-15

Oxford, GA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Back in XX/XX/XXXX of this year, I noticed that someone made a deposit in my son 's ( joint ) checking account. I immediately contacted my son who is attending college out of state to ask him if he was aware. He stated he had no knowledge of the activity. I told him I would be contacting the bank and police if necessary. A day or so later, I noticed that someone had made a withdrawal of {$190.00}. I personally went to the XXXX, GA Branch ( NFCU ) and informed them that we suspected some suspicious activity. Upon having the conversation with the banking representative, she stated that someone was trying to withdraw the remaining balance as we speak. According to her, it was happening right up the street at a XXXX grocery store. I told her that she should call the police and we are willing to press charges regardless of who it it. She gave me a smug look and stated it was probably my son. Along with that, she made some other unflattering subtle comments and spoke of her own daughter 's criminal mischief. I can only suspect why she was insinuating there may be some felonious behavior based on my appearance and dress that day. Notwithstanding, she told me she could not talk to me about the case beyond that point and I would to have my some contact the law enforcement then the fraud department. I did just that. He tried to contact law enforcement in the county and state where he was attending college. After receiving a call back from the investigator, they said that he would have to make the report in Georgia where the crime was perpetrated. When he returned back to Georgia on his XXXX Break, my son did just that. After completing the affidavit, he was told that it may take up to ten ( 10 ) days for the investigation to be completed. After ten days, I rechecked the account and noticed that the money had not been refunded and in fact, NFCU had gone into my personal saving account and extracted nearly three thousand dollars to cover the bad check that was deposited into my son 's checking account for which I am a joint owner. I called NFCU on Friday, XX/XX/XXXX and demanded an answer for which I got an answer that was unsatisfactory even after asking to speak with a manager. The customer service from the manager was poor at best. So here is where I have some big problems with the entire bungling of this matter : 1 ) This is a joint account with my son who is college student and no one at NFCU will fully engage in a conversation about this matter. As a joint owner, I do have rights. 2 ) I later found out that this was a bogus check deposited into the account and it was not properly vetted by NFCU. If they had checked, my son 's name is misspelled and the signature is inconsistent. Therefore, NFCU has some real culpability in this matter. NFCU is tasked with the duty of verifying proper names and other errors before funding. To simple pass the burden to the customer in this matter is not only shameful but borderline criminal and warrants further investigation. 3 ) Given the fact that no one would engage me with this matter and only spoke to my son but would go into my ( NOT joint ) savings account and extract money without notifying me does not seem on the up and up. If someone is going to seize my money from my account I am due an explanation and discovery on all findings. 4 ) And lastly, what strikes me as funny, if the check was bad, why wasn't my son ( or I ) charged a NSF on his account? In closing, I am asking for an appeal of the decision that left me holding the bag for NFCU 's bungled process. My son can prove his whereabouts at the time of the deposit and related transactions. I know that there are cameras during every financial transaction so I know that there are surveillance video. Both he and I are committed to prosecuting anyone who may have perpetrated this crime against us and would also recommend the retraining of NFCU personnel to reject transactions that have inaccuracies ( especially names spelled wrong ). I am respectfully demanding an appeal. At the time, I maintain personal accounts and just started the process of transferring my business accounts to NFCU. I keep a good amount in my savings and this has definitely cause me pause. I wonder if I did not have a healthy some of money in my account would the decision have been rendered against my favor and my money taken illegally. This has impacted my business and my personal finances. It is also jeopardizes my continued affiliation with NFCU. I will start to close my accounts if I do not get action and answers. I will also be reporting to the proper governing agencies of competent jurisdiction with regulatory oversight. Either way, I plan to see this to a proper resolution. I recommend you start with the surveillance tape and don't rule out inside felonies activity.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-13

Aurora, UT

Struggling to pay your loan

Vehicle loan or lease: Loan

Denied request to lower payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-13

Fort Washington, MD

Charged fees or interest you didn't expect

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

Complaint: Notified by Navy Federal Credit Union ( NFCU ) in XX/XX/XXXX that my personal loan had matured and that I owed $ 2,000+. I replied that I would try to pay balance by end of XX/XX/XXXX. I realized later that I should not have such a high balance since I had been making payments ( although late ) and had not been over 30 days more than twice during the life of the loan. I went into the branch office and requested the history of my account to see why I had this high balance. The representative could not give me an answer so I requested the history of my account. On one of the weekly collection calls I was told that the balance was the accumulation of late charges ( 40 ) and interest. When I received a collection call yesterday, XX/XX/XXXX, I inquired about my account history request and was told credit was still working on the request as many steps are involved in retrieving the information. Also, I was told that as I had made a payment on XX/XX/XXXX the balance had dropped to $ 1,900+. I believe this balance is late charges & interest. I want to know whether NFCU 1 ) has been charging me late charges ( {$29.00} ) every 10 days ; 2 ) whether I am charged interest on late charges ; and 3 ) whether NFCU has reported these late charges as payments past due on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-12

San Diego, CA

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 explanation

Timely Response

2018-04-12

Richardson, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: I want to have an investigation conducted into the practices and regulations set forth by Navy Federal Credit Unions terms and conditions. These terms and conditions do not allow the credit union to verbally abuse me. They also do not give the credit union the actual right to call my family members threaten to visit my home. The credit union is attempting to even go as far to falsely accuse me to the police now. The same person at Navy Federal Credit union, " XXXX '' at least that's the name he goes by now it usually changes he calls from a non working number. Filed 3 different reports to Adult protective services, trying to state that me and my mother were Elderly abusing my Grandmother which is XXXX. Neither one of us have ever caused any Elder abuse and this statement was proven true when the investigator all 3 times determined no abuse was occurring. Now the same " XXXX '' guy called my Mother threatened her told her that he will come to my home and her 's and pay a visit to us if we do not call him back. He left these by voicemail. Secondly, he told my mom that we should take blame and frame ourselves and that if we filed a complaint with the consumer financial protection bureau or told anyone he would personally make sure to ruin our credit and throw us in jail. These threats come every other Saturday. He also stole {$400.00} from my mother. This latest time he tried turning me into the police department for Elder abuse of my Aunt which is also being resolved. I am tired of the continued harassment by this Financial institution. They never sent any information in writing and instead calls and threatens my entire family, if they can't reach us at the time he leaves threatening voicemails. He also tried to blackmail me and tell my mom that he illegally recorded me and he's going to make sure he " puts me down ''. These calls are non stop, harassing. He tries to find where i work, tries to tell me he will visit my home. It's scary no one should feel like someone from their financial institution will be showing up at their home. I do not owe this credit union anything. My wallet was stolen as of last year. Which caused identity theft, the crook has opened some accounts in my name and also my families names. However the continued bullying tactics should be reviewed, i do believe this is against the law to threaten to ruin your employment, threaten to ruin your credit and then continued threats to show up to my home? I don't know what types of employees they have employed here. I will be documenting all of these continued harassments and sending these to my lawyer. I did not ever give this credit union any permission to ever record me and haven't called in to this credit union. The continued harassment and threats and the Falsely accusing stops now. I will ensure it stops, i am reaching out to my lawyer as we speak. As this credit union keeps attempting to report elder abuse over and over for the same exact thing, and it always gets denied. I am working with the Police department as well, and i want CFPB to take a closer look at Navy Federals business practices as i am not the only person they are doing this to.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-12

Alta, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Navy Federal has been contacted about an account that was settled for less. This was done via agreement made and they continue to report the account as being late for 30 days. They have not updated the credit bureaus to reflect that the account was paid/settled. They are reporting the card as late with a date that the card was already paid in full per a confidential agreement. While I no longer have this credit card it is harming me that they continue to report the card as 30 days late which is not correct as I do not have a credit card with them and have paid in full the settlement amount. I found this on all my credit report with multiple credit reporting agencies. Therefore, I need the correction to be made with XXXX, XXXX, and XXXX XXXX. Upon making the request the bank refused to make any further reporting to the bureaus as they had the settlement money and didn't need to continue to report. They reporting information from XX/XX/2017. The balance has been XXXX for quite some time now and they continue to report either a balance or late pay which has impacted my credit report. I advised them that the reason for the settlement was to clear my account balance and not have this show up as a late pay after being paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-11

WA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX, I contacted Navy Federal Credit Union to inquire about my payment due in the amount of {$750.00}. I was informed that I missed a payment, but as I was reviewing my XXXX payments online, I noticed that I didn't missed a payment. That, I had changed the dates to reflect the end of the month with the Collection Department, and they must have failed to inform the XXXX Department. I recently changed my payments at the end of the month instead of the first of the month because I received my direct deposits through Social Security which I received 4th Wednesday of the month. Again, I had arranged this payment with Collection Department. Unfortunately, the collection department may have not been communicating with the XXXX department about date changes. On XX/XX/XXXX, I made my credit card payments with Navy Federal Credit Union instead of XX/XX/XXXX ; due to my social security direct deposit. Navy Federal Credit Union XXXX department informed me that I missed a payment. I then requested to speak to a supervisor. XXXX, XXXX supervisor informed me that I should look at my transaction online. I requested for an investigation and an audit, but she said to look online instead. She was not a nice person and didn't cooperate with me based upon my request to have my payments investigated and audited. She was arguing with me on the phone, and I informed her that she should listen to the service member in order to satisfy our needs. I also informed her that when a payment is not met on a timely manner they will sent the late payments to collection department. That, I have to explain the reason for my late payments and wait till I received my direct deposit since I am a XXXX veteran and retired. On XX/XX/XXXX, I applied for the XXXX credit card, and was telephonically informed that the interest percentage rates was 3 % which is the reason for applying for the XXXX XXXX credit card. Unfortunately, during the period I had applied the interest rate was 15.15 %. Currently, the interest rate is 16.4 %. During the government furlough, XX/XX/XXXX, I requested to lower my monthly payments. XXXX XXXX, personal management counselor assisted me, and she informed me to close my XXXX account in order to make the lower monthly payments. Apparently, she failed to inform me that closing the XXXX account could affect my credit scores. Again, after my retirement from federal civil service, I requested for a lower monthly payment, and once again the payments were lowered in order to meet my financial hardships. I believe that Navy Federal Credit Union has been unsatisfactory with their services, and I decided to close my accounts with the institution. Thus, I have had problems in the past with Navy Federal Credit Union due to their services and products. XXXX XXXX has been charging late interest fees in the amount of {$20.00} because of not making payments in a timely manner. Although, I had ask to change the dates. They are making money by charging me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-11

Port Richey, FL

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

2018-04-11

Cannon Afb, NM

Fraud or scam

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

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

Timely Response

2018-04-11

Brooklyn Center, MN

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

2018-04-11

Anaheim, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: I am contacting you because I have experienced a major problem at the hands of Navy Federal Credit Union. It began onXX/XX/XXXX when {$370.00} was taken from my savings account without my permission and without my doing. When i called the Navy Federal customer service and had them look at what had occurred, even they could not figure out how that money was touched and said that it didnt say it was done in branch or at the atm, and they could see it wasnt via my mobile app and suggested that i go into a branch immediately to get it taken care of. I went into the branch in XXXX Ca on XXXX XXXX the woman at the front who i believe was named XXXX looked at my account and was totally baffled by the transaction. Shortly after, i met with a woman named XXXX. I told her the situation and she said that what i likely had was overdraft protection of some sort that they call oops. I told her i had no such thing and she said that if i had it i had to have signed up for it at some point. I asked her to show me when i had signed up for it. She could not see it in the computer. During this time i was having a stay at a XXXX XXXX. I was well aware that they were taking deposits from my account when needed, and i would manually -- on my own -- transfer funds from my savings account to checking BEFORE they held anything to ensure that there was more than enough money for them to hold as well as for me to spend if i needed to buy something. All of a sudden this large amount money was transferred out of my account when my balance was not low, which is visible in their paperwork because i had also just transferred {$300.00} into my checking account that very same day. So why would an additional {$370.00} need to be transferred? ( and i had not signed up for any overdraft protection ) Here is the kicker. The rep i was speaking with XXXX was so sure if her policies etc she thought that i was just blowing hot air when i said that i hadnt signed up for any type of overdraft protection. When she got one of their representatives on the phone she found out that Navy Federal had literally started automatically signing people up for this protection without being notified as their policy states, and she was in shock. She on the phone with them said something to the degree of i thought we had to get the customers permission before signing them up for overdraft and disclose to them what we were doing. Well then if thats the case i have to update my entire team who has not been made aware of this etc. When i heard this i knew for sure my thoughts were correct, and this credit union was trying to cover up stealing from me. The Navy Federal higher-ups on the phone told her that there is a paper i can sign to get the overdraft removed which i did but my rights were violated and i shouldnt have had to do that in the first place because that action is something i never agreed to and was never disclosed to me. Here is the other thing, my money was not put into my checking account, i would have had much more money in my account, i had just transferred {$300.00} mind you. I told the woman XXXX, and she tried to calculate my transactions to determine if my balance was correct and she even said that nothing added up and she was a numbers person and if it doesnt add up it doesnt add up. I had to leave to go to work, but i told XXXX to relay to whomever she was speaking to on the phone that i wanted all of my money placed back in to my account or i would take all of my money and leave period. She said that was understandable. To this day i still have not received my money back. Also i had another incident of money missing when I checked out of a hotel i always do business with and didnt receive my deposit authorized back in to my account. For our most recent experience we stayed at the hotel on XX/XX/XXXX-XXXX and checked out on XX/XX/XXXX The hotel held a total of {$320.00} and charged {$270.00} for our stay however the remainder of the {$320.00} ( {$47.00} ) has not been returned to my account as it usually is. I explained my concerns to the hotel and the fact that I've stayed with them numerous times and know how things go and something is out of order for them to have gotten their {$270.00} cents but I have not received my {$47.00}. They told me that when i check out ( as I knew ) my funds are released back to my bank Navy Federal and then it is at their discretion to release my money to me on their timing. The manager XXXX said she would contact the bank. I have stayed at this hotel NUMEROUS times & know exactly how the charges and authorizations work in accordance with my bank. Once XXXX has received their charge, I also receive my deposit back simultaneously. I've also waited for authorizations to be released during holiday weekends so I'm not rookie to that either. When the hotel manager and I conference called with a rep named XXXX from Navy Federal, he claimed that the money had never left my account though it was AUTHORIZED which means i cant access it until its let go. He could not tell me what my balance was before and after it was accessible, as in he gave me absolutely no details to prove what he was saying and literally brushed me off. After that conversation i realized that it is Navy Federal that is finding ways to illegally take money from me and camouflage it within my transactions. I also dont see it as a coincidence that i NEVER had these issues with Navy Federal until they changed their mobile banking app to where you can no longer see what your remaining balance is after each transaction made in my checking account which makes it more strenuous to keep track of what is going on unless you check your account multiple times a day, which i began doing. I will not stand for this which is why i am contacting you. Please help me gain justice. Prior to this incident there was about {$180.00} that we did not see returned to our account also, so we are not letting this get by us, this is three times that money has gone missing and Navy Federal is obviously doing dirty business if their own branches are not being made aware of policy changes that allow them to touch money that is not theirs without permission!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-10

Shulerville, SC

Trouble during payment process

Mortgage: VA mortgage

Complaint: We changed homeowner insurance companies in XX/XX/XXXX. Navy Federal was notified immediately. The annual premium for the new company was paid in full by me, by check, check # XXXX, at the time the new policy was taken out. Navy Federal, however, went ahead and paid the old company a new annual premium after being notified that we were not going to renew the policy. I notified the old company that the refund should be sent to me since I had paid the premium in full for the new policy. I sent Navy Federal a copy of the canceled check proving the payment in full. They feel the refund from the old insurance company is theirs to keep and I was out of line to claim it. I have requested an escrow analysis. I keep getting verbal analysis that change daily. Friday, XX/XX/XXXX, I had a surplus of {$360.00}, today, XX/XX/XXXX, I have an overage of {$39.00}. ( Nothing has been paid out. ) How does it fluctuate so dramicatically? ) When I question that, I am told that they are not going to talk to me because I am being unreasonable. I don't think it is unreasonable to try to understand where {$300.00} went in 4 days when there were no expenditures! This is the second complaint of this mortgage division in three months. Do you think we are being singled out? I have furnished copies of tax statements, cancelled checks, invoices, etc. I have faxed, emailed, and scanned and submitted on their system. They claim they have not received them. They processed the checks.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response