NAVY FEDERAL CREDIT UNION

2018-04-10

Finksburg, MD

Struggling to pay your bill

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

Credit card company won't work with you while you're going through financial hardship
Complaint: XX/XX/XXXX i got sick and spend a few days out of work two weeks after i was told that i needed to have surgery i spend two months at home after the surgery and receiving a short term XXXX check which was less that the haft of my check a wasn't able to make my payment on time. XX/XX/XXXX i was able to go back to work and started pay off my bill and getting all up to date and when i check my report i saw how much this ad affected my report.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-10

Fort Lauderdale, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-10

Alpharetta, GA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-04-10

Arvada, CO

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-09

Blaine, MN

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-04-07

Robertsdale, AL

Trouble during payment process

Mortgage: VA mortgage

Complaint: I n XX/XX/XXXX, XXXX XXXX was the Mortgage Loan Officer at Navy Federal Credit Union responsible for processing a VA mortgage for my husband and me. Although I was included as a borrower when we submitted the online application, XXXX XXXX deleted me because she said it was a requirement since I was not a veteran. I asked if this would affect the mortgage in any way, especially in the event something happened to my husband and XXXX XXXX advised I had nothing to worry about because I would still be on the Deed. ( An email between XXXX and I dated XX/XX/XXXX documents the deletion but retaining my XXXX income. My husband and I signed all VA contract addendums. ) On XX/XX/XXXX I signed all mortgage documents as my husband 's Attorney-in-Fact because he was unavailable on assignment overseas. On XX/XX/XXXXthe XXXX advised that my husband had died while assigned as Director of Emergency Response for XXXX XXXX XXXX Area in XXXX. I notified Navy Federal Credit Union of his death. On or about XX/XX/XXXX, I was advised by Navy Federal personnel that I would lose access to the mortgage account because my name was not on the mortgage. When I returned from XXXX after making arrangements for my husband 's property and body, I again contacted Navy Federal. On XX/XX/XXXX, I received Navy Federal 's solution to the problem : a hyperlink to NFCU form XXXX, an Internet Account Access Service Application. This was a 16-page form that required my dead husband 's signature so Navy Federal could provide me with online access to the mortgage account. I contacted my assigned Survivor Support counselor, XXXX ( XXXX XXXX XXXX XXXX ) on multiple occasions and was advised that she had contacted the Mortgage Servicing Department and submitted mortgage assumption requests. ( XXXX has failed to respond to voicemail and email requests for assistance since XX/XX/XXXX. A coworker in the Survivor Support department stated that they had 'done all they could ' because they had no influence over the Mortgage Servicing department. ) During multiple contacts with licensed Navy Federal Mortgage personnel, I was given conflicting information. XXXX XXXX, XXXX XXXX and XXXX XXXX all stated that I must apply for a new mortgage and prove creditworthiness. XXXX XXXX stated to her subordinate, XXXX XXXX, that I must have agreed to have my name taken off the loan. ( XXXX also failed to advise XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) that I was deleted from the loan application at the insistence of XXXX XXXX, the Mortgage Officer. XXXX XXXX stated to me that XXXX merely told her that I was not on the loan application and therefore must apply for a new loan. XXXX XXXX, when advised that VA Mortgage personnel insisted Navy Federal process an Unrestricted Transfer so that I could assume the mortgage, replied 'the VA doesn't tell Navy Federal how to service their loans. ' On XX/XX/XXXX I spoke with Lead Loan Specialist XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ). XXXX XXXX was very angry at the situation and stated that the Region had been receiving so many complaints that Navy Federal had done this to other people that the credit union was in danger of having their ability to process or service VA loans frozen. She provided me with a copy of the applicable regulations in Chapter 5, Section 7 O and Item 8. Unrestricted Transfer from Transfer of Ownership Circular XXXX. On XX/XX/XXXX I called Navy Federal for assistance with making a payment on the mortgage. 'XXXX ' the licensed mortgage staffer, stated that his coworker had tried to help another veteran 's widow earlier that night who had the same problem. The curious thing is that every Navy Federal Mortgage department employee ( licensed ) has agreed that the loan assumption should have been processed and all have 'escalated ' the situation or 'reached out ' to a supervisor. The problem is that all these attempts are being routed to XXXX XXXX, XXXX XXXX or XXXX XXXX and all of these individuals refuse to follow VA instructions to remedy the problem that Navy Federal created and apparently continues to create. This is an unacceptable situation because the loan applications are initially completed correctly-with both spouses ' information-and we rely on Navy Federal personnel for accuracy in processing and servicing. It is an especially harrowing experience for newly widowed spouses to face such stubborn systematic incompetence about something as important as a mortgage. Thank you for any assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-07

Fair Hope, AL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: On XX/XX/XXXXa XXXX check in the amount of {$140.00} to XXXXXXXX XXXX XXXX was delivered to the business. On XX/XX/XXXX, Navy Federal made an ACH debit in the amount of {$140.00} as an online payment to XXXX XXXX XXXX On XX/XX/XXXX, XXXXXXXX XXXX XXXX returned the unpaid XXXX check ( {$140.00} ) to me as a refund for a cancelled contract. XXXXXXXX XXXX XXXX did not receive an ACH debit nor are they set up to receive online payments. I did not authorize a duplicate payment. I was advised that paper checks are automatically debited as 'online payments ' on the scheduled delivery dates and not when the checks are presented for payment. This makes no sense but the same thing has happened on multiple occasions in the past. Thank you for any assistance.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-06

MD

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/XXXX, I logged into my account with NFCU and requested a check of {$220.00} be sent from my account XXXX to my XXXX account. Normally, when this payment is made, it comes from a different account- ending in XXXX. When I submitted my payment, I changed the drop down box to be the account ending in XXXX, however NFCU still debited my account XXXX. In doing so, they twice debited the account and charged {$29.00} NSF funds. NFCU has been unwilling to admit their error, and will not refund me the {$58.00} in fees I have been charged. I believe this error was made on their part because of their buggy bill payment service, and not a mistake on my part. I would never schedule a payment for an account with no money in it.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-05

Beech Island, SC

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 we filed a dispute with Navy Federal Credit Union for {$990.00} ( XXXX XXXX ). We received a communication from NFCU dated XX/XX/XXXX acknowledging our dispute, requesting information by XX/XX/XXXX. However, we submitted our response as required on XX/XX/XXXX via fax and e-messaging thru their online banking system. We received a provisional credit of {$990.00}. On XX/XX/XXXX we received this response from NFCU : Navy Federal XXXX XX/XX/XXXX : In response to your billing inquiry, we have reversed the transaction for $ XXXX and sent the charge back to the merchant 's bank. A credit will appear as an " Account Adjustment '' on your next billing statement. If we receive documentation from the merchant in response to our reversal, it will be forwarded to you for your review. The circumstances of the dispute and the strength of your documentation will determine whether the credit will remain permanently on your account. If you have any questions, contact us at XXXX, extension XXXX. Thank you, XXXX XXXX Credit Card Chargeback and Resolution Specialist ______________ We have not been contact by NFCU via USPS nor e-Messaging re : this dispute. However, on XX/XX/XXXX, we viewed in our account that NFCU had in-fact reversed this {$990.00} to the merchant. When in fact ; the Merchant policy is : SATISFACTION GUARANTEED 100 % OR YOUR MONEY BACK - NO QUESTIONS ASKED - 100 % RISK FREE. We provided proof of such 100 % money back guarantee from the merchants website. We provided : http : //www.ProfitandPassions.clickfunnels.com. WE HAVE RECEIVED NO COMMUNICATION FROM NFCU SINCE XX/XX/XXXX RE : THIS DISPUTE. It is obvious, they did not take the time to investigate this verbiage on the merchant 's website and found our response not valid. NFCU has failed us as their longterm customer. When contacting NFCU to resolve this issue.. .it is not discussed and they refuse to assist us any further. In speaking with an executive at XXXX, in which, they instructed us to return to NFCU and file a 2nd dispute on XX/XX/XXXX. At this time, NFCU rejected this dispute. When have filed another dispute on XX/XX/XXXX based upon the time limit given by XXXX. NFCU has interfered and denied us the rights to file ; knowing that there is a time limit for 2nd disputes. Furthermore, they did not process the 1 dispute properly. We have tried for 4 days to communicate to XXXX XXXX and 10 other executives at NFCU - no response. There is no additional agreements or proof beyond the merchant 's own website copy offer such Risk Free purchase. Upon attending this event - it was recognized as a FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-05

Beech Island, SC

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 filed a dispute with Navy Federal Credit Union ( NFCU ) for a charge : {$5500.00} ( Profit Passions ). On XX/XX/XXXX while attending a seminar conducting by XXXX XXXX, we entered into a contract agreement for XXXX XXXX XXXX XXXX. Before these services started, we immediately cancelled this contract and enacted our rights under the law to rescind our current contract based upon the following : UNDER THE CALIFORNIA LAW ( CA CIVIL 1688 ET SEQ. ) - RESCISSION OF CONTRACTS. 1. Duress or Undue Influence and 2. Fraud 3. Mistake of Fact. _________________________ We contacted NFCU on XX/XX/XXXX seeking an update on our submitted dispute on XX/XX/XXXX - there was no response. So, we again, submitted a dispute for the same charges on XX/XX/XXXX. Your Message XX/XX/XXXX : Hello. We submitted our inquiry to you on XX/XX/XXXX re : merchant charging our account after we cancelled our account. Please provide status. We have not received a provisional credit. merchant : Profit and Passions - charge date XX/XX/XXXX - amount : {$5500.00} __________________________ We received a response from NFCU : Navy Federal Response XX/XX/XXXX : In response to your billing inquiry, we have reversed the transaction for {$1300.00}, XXXX, XXXX, and XXXX and sent the charge back to the merchant 's bank. A credit will appear as an " Account Adjustment '' on your next billing statement. If we receive documentation from the merchant in response to our reversal, it will be forwarded to you for your review. The circumstances of the dispute and the strength of your documentation will determine whether the credit will remain permanently on your account. If you have any questions, contact us at XXXX, extension XXXX. Thank you XXXX XXXX Credit Card Chargeback and Resolution Specialist ___________________________ We " again '', provided to NFCU substantial proof of such fraudulent acts on XX/XX/XXXX ( XXXX XXXX ) via their fax and e-messaging system. As of XX/XX/XXXX - we have received NO written communication from NFCU re : this dispute. However, on XX/XX/XXXX, we viewed our account and noticed that the provisional credit had been reversed. We immediately contacted NFCU and spoke with a XXXX, XXXX and XXXX within the dispute department. XXXX and XXXX stated that the dispute could be reopened, however, XXXX denied us any clarity or further assistance. We have received no services from this vendor as NFCU is aware. In addition : the materials that were shipped to us ; we returned with documented signature confirmation by XXXX XXXX which NFCU has proof from USPS. This vendor misrepresented their services to us and pressured us to sign their agreement with an ultimatum and time requirement of noon on XX/XX/XXXX. We were pressured in this high sales pitch environment. We sent this vendor 4 communications cancelling our contract. NFCU IS AWARE THAT WE HAVE RECEIVED NO SERVICES FOR THIS {$5500.00} CHARGE. I WAS WELL WITHIN MY RIGHTS TO RESCIND THIS CONTRACT ON THE GROUNDS OF : FRAUD AND DURESS AND MISTAKE OF FACT. When trying to address this issue, NFCU refused to discuss or assist me further. They have denied me the right to Submit a 2nd Dispute ; which I did within their system on XX/XX/XXXX and I was told by their employees the following : Navy Federal Response XX/XX/XXXX : XXXX XXXX, thank you for your follow-up eMessage. At this time, we have fully researched and addressed this matter. We are happy to assist you with other issues via this eMessaging system. Any additional correspondence in reference to this matter can be submitted in writing. If you'd like to contact the executive office, you may mail a letter to : XXXX XXXX XXXX, XXXX, VA XXXX. If we can be of further assistance, please let us know. NFCU Response XX/XX/XXXX I've confirmed with XXXX that we've done everything we can and that she's requested to have a supervisor from the dispute department call you back. If you'd like to contact the executive office, you may mail a letter to : XXXX XXXX XXXX, XXXX, VA XXXX. XXXX NFCU closed this dispute without " any '' written communication to my attention since filing this dispute on XX/XX/XXXX or XX/XX/XXXX. They have provided the merchant with {$5500.00}. WE HAVE NOT RECEIVED ANY SERVICES OR PRODUCTS FOR THIS {$5500.00} ; WHICH NFCU IS AWARE OF. They did not take the time to " read '' the documentation that we submitted. I initially called NFCU when the charge went thru on my account and NFCU instructed me to file the dispute. After speaking with a Senior Executive with XXXX ; I was instructed to return to NFCU and submit another dispute on this charge. On XX/XX/XXXX I submitted another dispute at XXXX XXXX. NFCU has failed me as a longterm customer. They are empowered to protect my interest. The vendor can not prove they have provided coaching services. Yet, NFCU did not request this proof of the vendor. I have showed them proof of Fraud, Misrepresentation of services, etc. I have sent a communication to the XXXX XXXX, CEO and 10 other executives everyday since Monday, XX/XX/XXXX ... ..and no response. NFCU has denied me my right to challenge this charge.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-05

Millcreek, UT

Other features, terms, or problems

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

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

Timely Response

2018-04-05

Brandy Station, VA

Credit monitoring or identity theft protection services

Vehicle loan or lease: Loan

Billing dispute for services
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-04-05

Columbus, GA

Improper use of your report

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

Report provided to employer without your written authorization
Complaint: XX/XX/XXXX I was a victim of a hard pull on my credit by a company called XXXX XXXX which I have no account nor affiliation with. I wasnt aware of the fact that Id have my credit reported to this company. Again XX/XX/XXXX I was a victim of a hard pull by the same company with no recollection of consent to run my credit report. XX/XX/XXXX I was a victim of another hard pull from Navy Federal. In which case I do not recall giving any permission for them to run my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-05

Gridiron, TX

Incorrect information on your report

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

Account status incorrect
Complaint: I had an open share loan and paid it off in XXXX of XXXX. I noticed the account is reporting 30 to 59 days past due because of a XXXX payment however the loan was paid in full in XXXX. When I called the bank I was basically told the account was 7 days past due, it was due on the XXXX but paid on the XXXX. My problem here is 7 days is not 30 plus days and my payments were set up on auto pay from my saving so if it was paid on the XXXX it was becuase their system didn't draft it until then. The customer service agent informed me that the quickest way to solve the problem was to file a dispute opposed to just having the credit department fix their error. Now my score on all 3 credit bureaus have dropped 30 plus points.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-04

SC

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 filed a dispute to Navy Federal Credit Union ( NFCU ) for two charges : ( 1 ) {$2200.00} and ( 2 ) {$1300.00} to vendor ( XXXX XXXX ). They were charged to develop a high-end luxury marketing branding package to include a custom website design and its functionality with XXXX XXXX for XXXX. WE EXPLAINED TO THE VENDOR - ANYTHING WOULD NOT MEET OUR REQUIREMENTS. WE SENT THE VENDOR " QUALITY '' EXAMPLES THAT WOULD MEET OUR EXPECTATION. Which, the vendor agreed to adhere to our designing quality requirement. We hired XXXX XXXX on XX/XX/XXXX with a delivery timeline for ( 7 ) Weeks. An approx. delivery date of XX/XX/XXXX. However, they did not adhere to our contract ; making it voided. Outside of this now voided contract - we extended to the vendor 4 additional opportunities to deliver - the vendor failed to perform. At this time we requested a refund. Our contract was voided by the vendor on XX/XX/XXXX We consulted with our bank ( NFCU ) and was instructed to file a credit card dispute claim. Which was filed on XX/XX/XXXX. OnXX/XX/XXXX, we received a written communication via USPS from NFCU, stating they would be conducting an investigation and to provide information by XX/XX/XXXX. However, we had already provided detailed documentation to their attention via the online messaging system at NFCU.org and via their fax number - XXXX on XX/XX/XXXX. NFCU had no knowledge of our documentation. Once again, we re-faxed our documentation and uploaded our documents in their messaging system. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- NFCU 's messaging system communication on XX/XX/XXXX reflected the following information : **** [ Navy Federal Response XX/XX/XXXX : Thank you for your eMessage. The chargeback was submitted onXX/XX/XXXX. The merchant has 45 days to respond from that date so you will not have anymore correspondence via mail with us until we hear back from the merchant. If you have further questions, please let us know. ] If you notice : they reflected aXX/XX/XXXX chargeback submission date. THIS IS AN ERROR. We submitted our chargeback dispute on XX/XX/XXXX - XXXX EST ( XXXX XXXX ). When I asked them to clarify this wrong date -- they failed to respond. -- -- -- -- -- -- -- -- -- -- -- - NFCU 's messaging system communication onXX/XX/XXXXreflected the following information : [ Navy Federal Response XX/XX/XXXX : Thank you for your follow-up eMessage, XXXX XXXX. The dispute process may be lengthy. As soon as we hear back from the merchant, we will communicate the information to you. The merchant has 45 days from XX/XX/XXXX to respond. If you have any additional questions, please let us know. ] Again, they are using the wrong date of XX/XX/XXXX. The merchant should have been given 45 days from XX/XX/XXXX. XX/XX/XXXX would be the 45 day end period. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From XX/XX/XXXX to Today,XX/XX/XXXX, I have received NO formal written communications via USPS or any other mail delivery services. In addition : there has only been two e-Messages from NFCU ; as shown above. However, on XX/XX/XXXX I called NFCU to obtain a status update on the chargeback dispute and I was told that the case had been closed. At this time, I asked to speak with the handler of this case and I was denied. I was able to speak with a XXXX and a XXXX and both told me - that the case could be re-opened. At this time, XXXX transferred me to a XXXX. They stated : they sent me documents to respond to ; yet, no documents were received and when I kept asking them ... what was required - they could not tell me. XXXX initially stated, she would need to get a statement from me on this day to proceed forward ; then I was placed on hold and upon her return - she stated, the case was closed and that she would " send '' a communication to me. I disagreed and requested further assistance - yet, I was denied. In addition, I tried to resolve this issue via their e-messaging and I was told the following : [ Navy Federal Response XX/XX/XXXX : XXXX XXXX, thank you for your follow-up eMessage. At this time, we have fully researched and addressed this matter. We are happy to assist you with other issues via this eMessaging system. Any additional correspondence in reference to this matter can be submitted in writing. If you'd like to contact the executive office, you may mail a letter to : XXXX XXXX XXXX XXXX, VA XXXX. If we can be of further assistance, please let us know. ] _____________________________ On XX/XX/XXXX, I resubmitted my dispute. I was verbally told by XXXX ... the case was closed. However, in speaking with XXXX, I was told to return to NFCU and resubmit the dispute ; I can legally dispute this charge again and the process will restart. I fear, NFCU.. .will not represent me for my best interest. I have sent 3 communications via email to XXXX XXXX, CEO of NFCU ; his office has not responded and the emails, have not been rejected. This email included 10 other executives. No response for resolution from NFCU. Please help me resolve this issue. My bank has failed me and are denying me the right to challenge this charge. They expect me to pay thousands of dollars for No Service or No Product for payment. THIS IS NOT RIGHT NOR FAIR AS A CONSUMER. I TRUSTED THIS VENDOR AND ALLOCATED THEM OPPORTUNITIES WHEN THEY VOIDED OUR AGREEMENT. Please visit : XXXX - there is no website - image attached.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-04

Jacksonville, FL

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 and savings account with navy federal XX/XX/XXXX since I am a veteran. a week after opening the account, I was also approved for a credit card with a {$1600.00} limit. when the card arrived, I purchased a pot set from XXXX for {$37.00}. a week after that, I tried to use the card to purchase gas and it was declined. I logged into my navy federal account online to check my balance and the message I got was that my accounts were in a restricted status. I called navy federal and was told I needed to send in my id and proof of residency. I did. 2 weeks later no response back so I went in a local branch. the representative there asked me if I had ever had a navy federal account before and I told her no. she told me there was an account under my name but different address and social information so it has my account on restriction until they investigate. I asked her what address and information did it show so I could file a police report and she said they couldn't tell me but rest assured someone would call me. I left there pissed off. I went home pulled my credit report. navy federal was not on there, but 10 other accounts that I wasn't familiar were. the credit bureau told me to file a police report and identity theft report and I did. i called navy federal and asked where I could send these reports to them and they said they didnt need them because my accounts were all on a permanent hold and could never be used. they didnt even give me a chance to show my innocence. I still mailed in my reports and explained my situation and never heard back from them. XX/XX/XXXX, I called navy federal and spent an hour on the phone trying to get to a supervisor and wasn't allowed to. i started watching my credit on XXXX XXXX since it was free ( my first report i pulled was {$39.00} ). it showed i owed navy federal {$12.00}. i mailed a money order. in XX/XX/XXXX, XXXX XXXX said i owed them {$42.00}. i mailed that too. fast forward to today. they JUST updated me as 90 days late and i owe them {$88.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-03

Madison Heights, MI

Incorrect information on your report

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

Account status incorrect
Complaint: I had three accounts with Navy Federal Credit Union, and due to financial hardship in XX/XX/XXXX, I fell behind on my payments. A settlement was paid in XX/XX/XXXX on all three accounts and the remaining balances were charged off. I reached out to NFCU in XX/XX/XXXX, because my accounts are still being reported to the credit bureaus as still owing the balances that were charged off. I was assured by the Collection Department representative I spoke with that I no longer owe NFCU on these accounts or these balances, and they resent me letters in the mail dated XX/XX/XXXX, stating the payments made in the settlement of these accounts and that no further collection activity will occur. I attempted to dispute the incorrect information on my credit reports ( that there is a XXXX balance as a settlement was paid ), but it is still being reported on my credit report that I owe the charged off balances.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-02

Washington, DC

Incorrect information on your report

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

Information is missing that should be on the report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-02

Littleville, AL

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: I've been with Navy Federal for about 8 months I think. I have paid My car loan on time every time every month without any issues. When I got this contract they sent me some envelopes to send the title back in if the previous company sent it to me. I returned the title as advised to navy federal, they confirmed they received it. I than few weeks later received a notice of Power of attorney. I called in as I am going to the mail box spoke with the navy federal auto department and specifically asked her if I needed to get a Notarized for this. She flat out told me no. Please review the call. I said are you sure? Me working in an XXXX office it just didn't seem correct so I asked her several times after this. She said no the power of attorney form does not need to be notarized. I told her okay I am putting in the mail. She stated she would note the account. Know XX/XX/XXXX I go online to pay my bill and its XXXX I got no call from navy federal- no email- no voicemail- no communication what so ever. I only log in to my account to pay my cc or my loan. I look up at the messages and they sent me a message after it was already raised from XXXX to XXXX when there employee instructed me the wrong information. I called them cause all of a sudden know they have sent me a text message at the time of a 2 day past account. Communication of a 2 day past account. I called the lady advised it was not notarized etc. Now this is not fair I have done my part my contract stated XXXX she advised she will send the form back out- so that it can be re-done. I need someone to pull the call when I called in and inquired about this- how is this my fault when I specifically asked this exact issue. I've had no problems with this credit union-I would love for it to continue this way.. Please fix this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2018-04-02

Washington, DC

Incorrect information on your report

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

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

Timely Response

2018-04-01

Macon, GA

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: I recently checked my credit report on XX/XX/XXXX XXXX and saw a collection account on my credit that I never had. The collection is from Navy Federal Credit union for 2 different accounts the amount of the first account ( # XXXX ) is XXXX. The second account number is ( # XXXX ) .I sent out a certified letter to the company requesting documents proving this was my account such as anything I have sign with them along with a copy of my social and driver license to prove to me that I have in fact had this account. The letter was mailed out via USPS CERTIFIED MAIL on XX/XX/XXXX and it was received and signed for on XX/XX/XXXX. In the letter I asked the company to provide me with the requested information within 30 days but they have yet to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-03-31

Briarwood, ND

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-03-31

San Diego, CA

Confusing or missing disclosures

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

Complaint: I recently sold my old, wheelchair accessible van online. I received payment by a buyer along with the shipping fee for a total of {$65000.00}. I was instructed to wire to the shipping company. The check was sent to me in the mail for {$65000.00}. Navy federal credit union said it would take 48 hours for the check to clear, after which the funds would be available to me. After the 48 hour period Navy federal credit union cleared my check. I then used those funds to wire {$22000.00} to the shipping company to ship the vehicle as per the buyers request. I used the rest to pay off some debt and the vehicle loan for my new handicap accessible van. The very next day my account reflected a {$65000.00} deficit. I complained to Navy Federal via telephone. Apparently it was a scam. I was rudely dismissed by the phone representative and her supervisor and told that the 48 hour waiting period is really more like five days. I went into my local branch and talked to the manager who was more sympathetic ; but yet the manager still reiterated the fact that yes, indeed, I was told by the bank teller that processed the deposit of the check that the check would take 48 hours to clear before the funds would be available when in fact the period for a check to clear is more like five days. I told the manager that this wouldve been invaluable information at the time the funds were released to my account. I most certainly wouldve waited the additional 72 hours. And I left without a good answer as to why I was told I could access my funds after 48 hours, if in fact the waiting period is more like five days. Now Im stuck with the bill. Its hard to imagine Navy Fedrals motto is serving those who served. Not so much! Sincerely, XXXX. XXXX XXXX, XXXX, XXXX. XXXX Veteran
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-03-31

Key Biscayne, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I paid a bill on the XXXX by phone. It was to XXXX. It immediately was deducted from my balance. The next day I transferred XXXX into the account. Then the next day the VA transferred XXXX into my account. Immediately I transferred XXXX into a separate account and had XXXX. I went to the ATM and withdrew XXXX and the receipt said my AVAILABILE Balance was XXXX. I then went to XXXX and spent XXXX which left my balance at XXXX. When I called my bank they claimed my balance was XXXX and I was over drawn by XXXX XXXX denies any purchase if funds are not available. My bank never approved any of my past XXXX transactions when there were no funds available and I have proof by ever email that states that the transaction was denied by my same bank. They stole the XXXX and claimed it was an XXXX purchase. The first time I called they said it was the XXXX bill. The 2nd time they claimed it was a purchase I made for XXXX using my pin. The 3rd time I called back they claimed it was the XXXX purchase but my account did not reflect the XXXX available balance. They messed up the actual management of my account on a Saturday.XX/XX/2018. There are accounting errors and internal corruption at Navy Federal Credit Union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-03-31

El Portal, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Greetings, I have tried to fix this issue now twice with my bank and they had credited my account and now they reverse the charges telling me that they dont see any errors or that they dont see that the account was closed with XXXX XXXX XXXX credit card which is the same bank I also had a complaint against for fraud. Basically, XXXX XXXX is not protecting their consumers because I told them that I had already filed a report against XXXX XXXX and they should not have taken my money and that is one reason why I have my bills pay directly with another banking institution because with XXXX XXXX it always a drama and injustice to get your case resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response