NAVY FEDERAL CREDIT UNION
Consumer Complaints
There are over 5340 complaints on file for NAVY FEDERAL CREDIT UNION. Dated between 2019-12-16 and 2011-12-05.
Complaints Page 82
2018-03-07
Bayonne, NJ
Communication tactics
Debt collection: Other debt
Frequent or repeated calls
Complaint: This is the fourth time I am submitting a complaint on the same issue. The cfpb is supposed to be a government watchdog agency that is supposed to protect consumers, and all thats done is them sending my complaint to the company and closing it once Navy Federal responds to the claim. Whats going on here? How can you close a complaint without actually doing any investigation? With the previous 3 complaints I filed I stressed that Navy Federal claims the phone call wasnt recorded, if the phone call wasnt recorded how is Navy Federal responding to the complaint? If the call wasnt recorded how does Navy Federal know they spoke to the gentlemen which somehow didnt happen to be me. For the fourth time, please see my complaint below.
This is the third complaint im Filing with the CFPB regarding this matter. For the first response Navy Federal denied that the phone calls were recorded. The second complaint Navy Federal admitted they spoke to someone other than me and even gave description of the phone call. If it wasnt recorded how did whoever resonded to the second complaint even know the details of the phone call if it wasnt recorded. And they still havent addressed the issue of my financial information being improperly shared with someone who wasn't me. On XX/XX/XXXX a Navy Federal employee called my parents home phone number ( XXXX ) XXXX ; this number was not listed by me on my banking profile. ( I was advised by another Navy Federal Employee that NFCU uses a tracer software to find phone numbers associated with customers who do not respond to NFCU phone calls ). On the phone call that took place on XX/XX/XXXX on ( my parents land line ) the Navy Federal associate asks to speak to me ( XXXX XXXX ). My father was a XXXX patient at the time and was going through a rough XXXX session, which XXXX XXXX XXXX ; he misheard the associate, and obliviously said " yes this is me ''. The Navy Federal associate then goes on and reveals my entire finances involved with the bank to my father. I.E The amount of the loan I have, the type of loan I have, How many monthly payments I am behind, the total amount of the deliquency, and how much my monthly payments are. The problem here is, on outgoing calls made by NFCU, they don't have a policy that confirms the recipient of the phone call is actually the person they are trying to reach out to i.e social, birthday, secret question/answer, secret passcode or anything. Whatever number they find and decide to call from the tracer app, the recipient just has to confirm " Yes, this is XXXX speaking ''. I understand that policy, but where is NFCU due diligence? Their employees should be trained to know when someone falsly states they are someone else. I mean come on, you don't think I would know the type of loan, the amount of the loan, and how much my monthly payments are, that should ring a bell. My father confused, thinking this was for him kept asking her questions to get to the bottom of it, and the NFCU associate kept answering every single one of this questions. That is extremly troubling, because this puts my financial information and other senstive imformation completely exposed and at the mercy of NFCU non-existent and weak policy on outbound calls. Luckily ( for NFCU ) it was my father, and not an outsider. Regardless, I did not want him to have an idea about this debt, as I knew it would stress him out, and that is the single WORST thing for a XXXX patient. As I anticipated my father fell even more ill because of this. This soured my relationship with my household, as my dads medical bills started piling up. I reached out to Navy Federal regarding this matter on several different occasions, via several diff modes of communication. The first email i sent regarding this matter was not even replied to! Noone from NFCU reached out to me regarding this issue which is extremely concerning. I reach out to them again a couple of weeks later, via phone and social media and ultimately NFCU associates were completely unapologetic and offered me no source of compensation, not even a " we are sorry '' They claim that the phone call mentioned above was never recorded ; how convenient is that? How many outbound calls that are in collections are rocorded? My guess is the dirty business of collections doesn't record any outbound collections calls, and record calls that would benefit the company. They stripped me of my right as an American Citizen to financial freedom, and privacy. I served this country for over 8 years and continue to serve. For what? so billion dollar banking animals NFCU leak my sensitive information? Luckily ( for me ) the entire phone call was recorded on my parents answering machine for some odd technical issue. I have a top secret security clearance and work with extremely classified information. At the rate the the NFCU associate was going, she would have no problem telling the recipient of that phone call ( my father ), all of my sensitive data. This puts not only strips me of my financial privacy but also puts my well being at risk. The funny thing is 2 weeks prior to this incidence i called Navy federal to bring all my accounts current, and again due to their internal error my forbearance for one of the loans was not correctly processed. I was under the impression that it was. Instead of calling my cell phone and notifying me ( the only number I listed on their system ) they would call my parents home phone over 7 times a day.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Fairbanks, AK
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
2018-03-07
Middletown, RI
Communication tactics
Debt collection: Auto debt
Frequent or repeated calls
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2018-03-07
Chester, VA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Oxford, GA
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Complaint: On XX/XX/2018, I transferred {$2500.00} to my NFCU checking account from my account at another bank in an attempt to pay of 2 ( TWO ) credit card balances for an offered amount from NFCU of {$2500.00}. I sent an eMessage in the secured message center of the member area indicating that the above stated amount was transferred and authorizing that the balance be paid for the offered amount for the 2 ( TWO ) credit cards stated in the email. I received a response a couple of days later informing me that {$2500.00} was drafted from my account to pay 1 ( ONE ) credit card. I did NOT authorize the amount drafted, nor did I authorize it for only ONE card. I replied to the message via the secure message center stating this, and received another response stating that these matters can't be discussed via eMessage and that I would have to call. I prefer emails so that there is written proof of what occurred. Last week, I received an email from the " Recovery Department '' stating that my husband did not pay off the balance owed on his card and I received one today stating the same. I emailed the recovery department last week and was told that my email was not secure and that they could not speak about it in such a manner. Attached are all of the copies of emails and letters as well as a bank statement showing the amount drafted from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Mountain View, OK
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Managing an account
Checking or savings account: CD (Certificate of Deposit)
Deposits or withdrawals
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Salton City, CA
Advertising and marketing, including promotional offers
Credit card or prepaid card: General-purpose credit card or charge card
Didn't receive advertised or promotional terms
Complaint: In XX/XX/XXXX I applied and was approved for a Navy Federal XXXX XXXX card with a limit of XXXX. I also was informed of a promotional offer of XXXX bonus points if I spent XXXX or more within 90 days of my account opening. I followed all instructions. I was followed up on several occasions to XXXX XXXX via Telephone conversation at the Credit Card Contact center as well as via the XXXX XXXX XXXX in XXXX, CA. I was assured on many avenues that the points would be posted to my account and that I just needed to allow 6-8 weeks after the 90-day period from account opening. As of today, I still have not received those bonus points on my account. I spoke with a Navy Federal Representative on XX/XX/XXXX who stated he would be opening a case for me to have those bonus points credited to my account. That representative never created a case for follow up. On XX/XX/XXXX I was advised I was not eligible for the bonus offer. I spoke to many people including XXXX a supervisor and was told that they would not do any additional research on my request except as for the department to make an exception for points which would probably be declined. I asked XXXX if she reviewed all my phone calls from the start of my calls to Navy Federal ( First call being on XX/XX/XXXX. She stated she reviewed the last five calls and unless I gave her a specific date she would not spend any more time ) As a valued member of Navy Federal Credit Union I'm very disappointed in her lack of support for resolution. I know that I was told on several occasions and assured that I was getting these points. I was also led along. Never once in my interaction until today XX/XX/XXXX was I told I was not going to be eligible for those points.
I'm also disappointed that a manager level employee at the Bank would not be willing to do the right thing and research my calls back to 1XX/XX/XXXX to find the conversations that I was lead on by the bank. I felt as her lack of understanding, making comments that she has done enough research and spent enough time that she was ultimately calling me a liar, and presuming that I had a false claim about being misled about these points.
Here are the following dates I had conversations with Navy Federal. This data is coming directly from my carrier. I'm still working on getting call Data from XX/XX/XXXX to present to cite in my complaint. This will be available in the next couple days per my Cell Phone carrier.
XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX # ( XXXX ) XXXX XXXX {$0.00}
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief
2018-03-07
AL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Complaint: I am a victim of Identity Theft and was a victim of having my personal information used to take out fraudulent credit cards, create fraudulent bank accounts and charges were made on some of my existing credit accounts. One of which is a credit card as well as a checking line of credit with NFCU. I have fulfilled all the obligations of an Identity Theft Affadavit and to have these transactions erased through FCRA 605B. So I am requesting that the fraudulent charges be erased from my NFCU Accounts so I can have an accurate balance. So I explained to a representative at NFCU that all they could do was dispute the transactions. But treating it as a dispute is ridiculous, as I have not asserted an inaccuracy in the reporting by the furnisher, who is relying upon their information without means to independently determine whether it is fraudulent. That is why the identity theft blockage provision of section 605B exists .... to bypass the need to consider proofs.
I have no proof to offer to support a dispute, and thus your assertion in the form of a police report is being used to obtain blockage/removal of the charges, not contest the accuracy of its reporting. The dispute process is not a legal fact-finding process, and has no party authorized to review conflicting views of facts and make a binding determination. I say this because I have had past fraud claims with NFCU that ended the same way, with them taking the side of the merchant. This is why I filed the ID theft affadavit in the first place this time. A furnisher does not have to provide proof in order to verify. They must conduct a '' reasonable investigation '', and based on the results of that investigation, state that they have adequate basis for determining that their reporting is accurate. If documents in their possession assert to have been authorization from the consumer, they have no way to determine otherwise, and thus can verify on that basis. That is the reason Congress enacted the identity theft provisions of the FCRA, which permits blocking of such information from a consumer 's credit report without the need to prove a negative. I would certainly not risk perjury, imprisonment, fines etc by lying to the police department, the FTC and a MILITARY based credit union.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
NJ
Written notification about debt
Debt collection: Credit card debt
Didn't receive notice of right to dispute
Complaint: Navy Federal Credit Union sent settlement letter dated XX/XX/XXXX. Offered settlement amount for debt owed. Full defaulted credit card debt {$12000.00}. They offered upon receipt of letter to settle account in full for {$3600.00}. I had full intention of doing so. They took the full {$12000.00} out on XX/XX/XXXX They did not honor their settlement agreement. I had withdrawn my 401k for a full amount of {$24000.00} and the day following without notifying me. I am in default on my home. I am a service connected XXXX veteran deemed homebound by the VA.
I called today, and they said the funds will not be returned to my account. I was also told after speaking to the same person on the phone. that I would be able to get a credit card again trhough the company to help fix my current situation.
I called to sign up for a credit card immediately following and was denied.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-07
Atlanta, GA
Incorrect information on your report
Vehicle loan or lease: Loan
Information belongs to someone else
Complaint: I submitted a compliant through the CFPB to Navy Federal credit union back in XX/XX/XXXX.Navy Federal credit union indicated that they are still working on my case. I was a victim of Forgery of 2nd degree violation title 11 section 861 of Delaware code of XXXX and theft of more than 50,000 in violations of title 11 section 841 of the Delaware code of XXXX. The Delaware State Attorney General office convicted XXXX XXXX XXXX defendent of the charges listed above in XX/XX/XXXX. And I am still being held liable for a loan that I never authorized to be established in my name. Case name and number for your references are as follows : State of Delaware Vs XXXX XXXX Id. XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-06
Belleville, IL
Struggling to pay your loan
Vehicle loan or lease: Loan
Loan balance remaining after the vehicle is repossessed and sold
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-06
Edmond, OK
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Card opened as result of identity theft or fraud
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-06
Washington, DC
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: 1. As of to date, Navy Federal refuses to reimburse me for the amount of XXXX XXXX XXXX and XXXX XXXX XXXX ( {$29.00} ) 2. On XX/XX/XXXX, I went to XXXX seeking to return a television I purchased from XXXX ( Order No. XXXX ; PO No. XXXX ).
3. I informed Navy Federal employees during a phone conversation that on XX/XX/XXXX, a female XXXX employee, DID DEDUCT/TRANSACT the above amount from my Navy Federal debit card number XXXX 4. Navy Federal employees are not resolving my concern.
5. On XX/XX/XXXX, they even received my correspondence sent USPS certified mail return receipt addressing this transaction. ( # XXXX XXXX XXXX XXXX XXXX ) THEY NEVER RESPONDED!
6. And so, I submit my complaint against this financial institution for failing to refund my money!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-05
Compton, CA
Unable to get your credit report or credit score
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Other problem getting your report or credit score
Complaint: I have " Authorized User '' accounts that are not reporting on XXXX, but are reporting on other CRAs ( XXXX and XXXX ). I and the primary cardholder ( XXXX XXXX ) have both spoken with these creditors ( XXXX XXXX and Navy FCU ) concerning this issue. In both cases the creditors have affirmed that they have reported their accounts to XXXX.I have notified XXXX of this issue on 2 occasions and XXXX " Specialized Fraud Team '' dept. said that the 1. Navy FCU with credit-limit of {$17000.00} is being reported as deleted. 2. XXXX XXXX has not been reported at all. XXXX representative ( XXXX ) can be reached at ( XXXX ) XXXX ext. # XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-05
San Diego, CA
Managing an account
Checking or savings account: Other banking product or service
Problem accessing account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-05
Chester, 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 non-monetary relief
2018-03-05
Chester, 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 non-monetary relief
2018-03-05
Avondale, MD
False statements or representation
Debt collection: Other debt
Attempted to collect wrong amount
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-03
Santa Ysabel, CA
Getting a loan or lease
Vehicle loan or lease: Loan
Changes in terms mid-deal or after closing
Complaint: We have an account with Navy Federal Credit Union. While navigating around online, we decided to check out applying for a loan to buy a new car. Our lease was up in XX/XX/XXXX so we needed to get something else. We did the online application and received an approval of a loan for {$25000.00} at 3.6 %. So we started to shop around. We made a phone call to confirm the loan approval. We were never told that the percentage rate would fluctuate so drastically.
On XX/XX/XXXX we found a used XXXX XXXX. We made a conscious decision to buy within our budget well under the {$25000.00} so our monthly payment would be affordable to us ( around {$400.00} a month ). Shortly thereafter we received paperwork from Navy Fed increasing our percentage rate up 130 %!!! We realized that it may be raised a bit, but from 3.6 % to 8.1 %?? When we called and confirmed the loan approval we were never informed that this ( 3.6 % ) applied to new cars only. We feel blindsided and upon calling Navy Fed they were no help to us. We would have never bought a used car for this price. We are now paying a extra {$3000.00} in interest charges. Making the car a ripoff!! It already has XXXX miles on it. We probably would have leased a new car or did something very different with the financing if we knew this information before signing for this car loan. Our question is why wouldn't Navy Fed tell us to call them before signing on the dotted line??? If it was a 5 % difference we would not have bought that car.
We would love to just give the car back because the good deal we work so hard at creating just isn't that great. Any help you can provide will give us peace of mind that we tried to work things out with Navy Fed ... a wonderful banking institution, but this is creating a bad business relationship due to this car loan.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-02
MD
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: Good morning, I purchased a home from Navy Federal XX/XX/17 at closing my principle and interest payments were XXXX with taxes included, after tax assessments, I now pay XXXX a month which is outstanding and the result of someones inexperienced. I putting a burden on my family, please assist me. I would also ask that you review my closing documents to see how its structured and if follow XXXX XXXX and XXXX XXXX guidelines, at the time of purchase me credit was a high XXXX and low XXXX I received a unfair rate of 4.875
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-02
Glenarden, MD
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
2018-03-01
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
2018-03-01
Albuquerque, NM
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-03-01
King Of Prussia, PA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: My account auto account is reporting as late/derogatory and it is showing as being paid in a payment plan through chapter XXXX. This information is incorrect. My auto account has never been late and it is paid directly to NFCU.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation