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 84
2018-02-25
Juniper Hills, CA
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
2018-02-25
Juniper Hills, CA
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
2018-02-25
Juniper Hills, CA
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
2018-02-25
Juniper Hills, CA
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
2018-02-24
Juniper Hills, CA
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
2018-02-24
Juniper Hills, CA
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
2018-02-23
Bowie, MD
Applying for a mortgage or refinancing an existing mortgage
Mortgage: VA mortgage
Complaint: I need to refinance my home to cash out and pay some loans. I was asked to do an appraisal which I did and was told everything shout be fine. this started in XX/XX/2017. I provided them with all the documented required for refinancing. the appraiser came to my home but did a drive-by. today they lady called me and said that they won't go forward with the refinance and didn't explain to me why i very disappointed in navy. with the way, I was dealt with my case
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-23
Union City, GA
Problem with a credit reporting company's investigation into an existing problem
Vehicle loan or lease: Loan
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 explanation
2018-02-23
Union City, GA
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
2018-02-22
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
2018-02-22
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-22
New Albany, OH
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-22
Winton, CA
Applying for a mortgage
Mortgage: Other type of mortgage
Complaint: I went to refinance my home to find a lien on it. My ex husband claimed bankruptcy and wrapped that portion of debt he was assigned into the bankruptcy. I was not on the loan not was assigned the debt through the divorce process. My final divorce decree clearly states the debt is his alone. Navy Federal credit union even after showing them the divorce decree and the deed which is in my name only refuses to remove the lien and had even suggested I sue my ex husband to pay the lien off
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-22
VA
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: I have been a customer of Navy Federal Credit Union, NFCU, since XXXX. My household have used array of their products and we were happy with our experience until XX/XX/XXXX. That day I discovered ( after logging into the credit card account ) that our account was past due by two payments. I have kept my account on automatic payment since opening the card a few years ago.
I contacted NFCU and was transferred to the collections department. The representative with collections stated if I paid the two late payments ( making the account current ) he could backdate the payments to make the payments register as on-time payments allowing the card to stay open, keeping the current interest rate and points, cancelling the late fees, and all features of the card to remain in effect as per the original card agreement. I setup the payment which cleared from my checking account. I was very thankful NFCU could make this arrangement to backdate my payment allowing the card and service to remain open and active.
Unfortunately, after to speaking to a representative later in XX/XX/XXXX I was told the account was closed and could not be reopened. I explained the situation to several representatives and ( after several calls ) Credit Card Solutions Supervisor was finally assigned to review my case. I was instructed to write a letter to NFCU to request the account to be re-opened. On XX/XX/XXXX, I mailed a letter to NFCU to re-open the account. During a call to them in or around XX/XX/XXXX they confirmed they received the letter and are reviewing the case.
XXXX was the NFCU CC Resolutions Supervisor reviewing my case and I requested she listen to the call with Collections, because she stated I had requested an extension. I didn't know what that was and had to have her explain an extension to me. I indicated I never asked for or received an extension. Anyway, XXXX stated collections can only listen to the call and she would have a Collections supervisor listen to the call and that person would contact me. On XX/XX/XXXX I called and left a message with XXXX indicating she could contact me the following day. I still have not received a call back from XXXX. On XX/XX/XXXX I spoke to XXXX, Collections Supervisor, who stated the collections representative did not make it clear I was receiving an extension, which is downplaying the conversation. I made it clear that extension or conversation around extension did not happen and further explained 3 times or more what the representative told me about making the double payments and keeping the card open, etc. At no point did XXXX dispute what I was telling him. He only stated it had been a while since he listened to the call. He stated he doesn't make the decision to re-open the account and that he would speak to XXXX who is handling the case.
Since two months have passed without any written reply from NFCU about my letter to re-open my account I contacted them on XX/XX/XXXX. I was on the phone for two hours with 5 different representatives in 3 different departments until lastly speaking to another collections supervisor ( after trying to speak to XXXX who was " away from her desk '' and XXXX who was " away from his desk ''. The collections supervisor was of no help and transferred me to XXXX 's Supervisors ' voicemail, XXXX. I left XXXX a detailed message. The real kicker of that call is that the representative stated that my file investigation to re-open the account closed on XX/XX/XXXX ... again, no I received no phone call XXXX or missed calls/ voicemails ), email, or letter. Another kicker, I am paying {$200.00} in interest every month out of a total $ XXXX payment that I pay on time.
Last night, while filing taxes, I stumbled upon a NFCU letter dated XX/XX/XXXX : RE : Credit Card Extension Agreement Dear XXXX : Pursuant to your request for an extension on the above-referenced loan account, as of XXXX/XXXX/XXXX, your monthly credit card payment due date has been extended. This letter confirms our prior telephone conversation, in which you agreed to an extension on your credit card account.
As part of the extension agreement, your account is current, and your payment due date has been extended. This extension agreement will give you additional time to repay your credit card account. As of the date of this letter, the next payment due date for your account is XX/XX/XXXX and the outstanding loan balance on the account is $ XXXX. You monthly minimum payment amount is 2 %, or $ XXXX, whichever is greater.
Additionally, you understand that finance charges will continue to accrue on the outstanding loan balance during the extension period. All other terms and conditions of the original Credit Card XXXXement and Disclosure are unchanged and remain in full force and effect.
Sincerely, Collections Department Navy Federal Credit Union This letter supports what I have told every representative at NFCU. Everytime they all say the account can not be re-opened. I am waiting to hear from XXXX and I am mailing and faxing this letter to NFCU.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-21
Shoals, GA
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: WHILE WORKING ON MY CREDIT CARD ACCOUNTS TO SEE THE MONIES THAT HAS BEEN SPENT I CAME ACCROSS XX/XX/12 XXXX XXXX XXXX CHARGE OF {$2600.00} A CHARGE I DID NOT HAVE ANY CONNECTION TO. I CALLED TO REPORT IT TO XXXX AT NAVY FEDERAL XXXX. XXXX I SPOKE WITH XXXX AT THE BANK AND SHE TOOK THE XXXX CLAIM SHE SAID IT WOULD TAKE ABOUT 90 DAYS TO RETURN MY MONEY AFTER THEY ARE FINISHED THE INVESTIGATION. I GAVE HER ALL THE INFORMATION I FOUND ON THE WEB ABOUT IT WAS A SCAM, AND THE PHONE NUMBER AND THE BUSINESS NEVER ANSWERS. SHE WAS NOT VERY NICE. SHE ASK ME WHY DID ID JUST FIND IT. I EXPLAINED I WAS SEARCHING FOR MONEY I HAD SPENT IN THE PAST 5-6-7- YEARS.
I AM NOT ASKIING FOR ANYTHING BUT MY MONEY RETRUNED TO ME.
THIS WAS A SCAM AND I WAS THE VICTIUM. I WANT MY MONEY CREDITED TO MY ACCOUNT. YES I MISSED THE CHARGE BUT IT IS STILL A FRAUD AND I WANT MY MONEY RETURNED TO MY CARD.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-21
WV
Managing an account
Checking or savings account: Other banking product or service
Problem making or receiving payments
Complaint: On XX/XX/ I submitted an online bill payment to XXXX XXXX XXXX XXXX in the amount of {$400.00} from my Navy Federal account, just I had done many time previously. I selected their Rush Delivery option since I was a few days away from my due date.
After few days, I was contacted by XXXX and they informed me that they had not received my payment. I immediately followed up with NFCU and was told that they would investigate, since from their end, the payment was showing that it was sent.
My first contact with NFCU was on XX/XX/ through their online message center. I have since spoken with them by phone on 7-8 occasions and once in person at the branch, in addition to numerous communication via the online message center.
I have been referred to XXXX XXXX, have been told to contact XXXX and ask to be patient, all of which I have done. XXXX stated they have no record of the payment being processed, although past payments have made it successfully.
In ever case where I spoke with NFCU I was told that they would contact me in XXXX hours and to date I have not received one phone call from them, I have had to initiate every communication.
My last conversation with them was yesterday afternoon, XX/XX/XXXX and was once again told that the issue was being escalated and they would contact me when there was a resolution. I told them that I wanted a phone call before the end of the day and the money deposited back to my account, or applied to my car loan at XXXX before the end of the day. They stated that they would call one way or the other.
I did not receive a phone call, but instead a generic message in the online message center with the same verbiage as the other 10 messages that have not resulted in any resolution.
I am requesting that an investigation be opened into the deceptive and illegal practices of NFCU, my money be returned to me ( {$400.00} ) along with {$65.00} in late fees that I have incurred, and the {$5.00} fee that they charged me to send the payment " Rush Delivery ''.
I would also like to know what remedy I have for the countless hours that I have spent tracking down a what has happened to my money that I entrusted NFCU with, and which I no longer have, nor does my the company that was attempting t pay.
I can be reached by phone at ( XXXX ) XXXX Email - XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-21
Sm, KS
Problem when making payments
Payday loan, title loan, or personal loan: Personal line of credit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-21
Aurora, CO
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
2018-02-21
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Can't stop withdrawals from your account
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-20
Newnan, GA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: On my credit report, it shows I have an missing payment in XX/XX/2017 which I think is an technical error on bank system because for 2 years before and after that it's always been on time.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-20
Mabank, TX
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-20
NC
Problems at the end of the loan or lease
Vehicle loan or lease: Loan
Problem with paying off the loan
Complaint: On XX/XX/XXXX I had made an ACH Payment through the NFCU app. On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX, and decided to trade my XXXX XXXX XXXX XXXX, for a XXXX XXXX XXXX XXXX XXXX. I contacted Navy Federal Credit Union for a 14 Day Payoff for my XXXX XXXX XXXX XXXX, this was necessary for the Lease agreement with XXXX XXXX XXXX XXXX for a XXXX XXXX XXXX XXXX XXXX. I received a 14 Day Payoff from Navy Federal Credit Union for my XXXX XXXX XXXX XXXX, which was good until XX/XX/XXXX. I noticed that XX/XX/XXXX fell on a Saturday and discussed my concerns with the Customer Service Agent. While on the phone with the same agent who gave me the 14 Day Payoff, I inquired if the payment I made the day prior had been processed and applied to the account. I was informed it had not been applied and the 14 Day Payoff did not include the XX/XX/XXXX payment. The Customer Service agent told me that he processed an ACH Payment Reversal since I was trading in the XXXX and it wasnt included in the payoff. The agent advised me to contact XXXX to try and catch it just in case. This payoff amount was given via telephone, and on the Navy Federal Credit Union XXXX Application. XXXX XXXX XXXX mailed the 14 Day Payoff on XX/XX/XXXX. My monthly payment was due XX/XX/XXXX of every month. Previously NFCU has posted payments or fees on this loan on Saturdays, when it benefit NFCU interests. Despite receiving the loan payoff prior to XX/XX/XXXX NFCU did not process the payoff causing second and third order affects, a late fee and causing the payoff to expire. On XX/XX/XXXX promptly applied a {$29.00} late fee to the loan. Navy Federal Credit Union did not process the loan payoff until XX/XX/XXXX. Additionally, Navy Federal Credit Union erroneously applied the payoff payment as a regular payment. Then Accounts Receiving reversed the misapplied payoff payment. Furthermore, Navy Federal Credit Union Accounts Receiving processed only {$48000.00} which is a portion of the payoff to principal balance. Navy Federal Credit Union applied the remainder into another adjusted split payment of {$2300.00}, {$1700.00} to principal and {$610.00} to interest. I followed the advice and guidance from the NFCU Agent, and I need this resolved before XX/XX/XXXX to prevent further damage to my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-20
Chula Vista, CA
Threatened to contact someone or share information improperly
Debt collection: Credit card debt
Talked to a third-party about your debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-20
Arsenal, PA
Closing on a mortgage
Mortgage: VA mortgage
Complaint: The Loan Estimate and information on the Loan Estimate was not disclosed in a clear and conspicuous manner. NFCU provided false information that I based financial decisions on. I did not know the correct terms of my loan until it was too late to change loan terms or companies.
Loan officer, XXXX XXXX, and I agreed over the phone on XX/XX/XXXX, to lock my loan of {$690000.00} on the day 's rate of 3.75 % and a {$7700.00} lender credit. On XX/XX/XXXX, after discovering the loan documents in my husband 's NFCU account, I noticed the rate was documented as 3.625 % with no lender credit.
After bringing this inconsistency to NFCU 's attention through email, I was asked to call XXXX. He said that I could take the higher rate of 3.75 % for a lender credit of {$6000.00}. I said that is not what he told me : he told me he was locking in a 3.75 % interest rate and a lender credit of {$7700.00}. He explained that he said I would have a " {$7700.00} '' after calculating it for a loan of {$800000.00}, which was my pre-approval number. It is well documented that we were talking about a loan of about $ XXXX {$690000.00}, never anything higher as we already were under a sales contract for our home. Additionally, the sales contract - which confirmed this price- was sent before the rate and lender credit lock. XXXX said he should have called me when he noticed the lender credit was less than what he said it would be. He offered his boss 's information and said that he [ XXXX ] could not do anything about the money lost, but his boss [ XXXX XXXX, DC Metro Regional Manager ] potentially could.
NFCU employees provided 3 conflicting stories in explanation : 1 ) XX/XX/XXXX, conversation with XXXX : A lender credit of {$7700.00} was promised to me after calculating a lender credit for our pre-approval amount of {$800000.00}. I should have been notified when the amount was less. I could call XXXX to discuss this and potentially receive the amount agreed to : {$7700.00}.
2 ) XX/XX/XXXX, conversation with XXXX : XXXX said that the lender credit ( {$7700.00} ) was based off of my " pre-approval '' number of {$960000.00}, because it was the only number given to XXXX to calculate the rate and lender credit. [ I explained that I provided XXXX the purchase price prior to him providing that lender credit information, and that he must have made a typo : the first two digits in that number, if switched, would be the home 's original contract price of {$690000.00}. ] XXXX maintained that I do not understand how rates and lender credits are locked, which was the problem, and that nothing can be done regardless of what XXXX told me.
( As follow-up to the call, I requested XXXX put his response in email ; he did not.
Additionally, I asked to see a document that shows my preapproval number of {$960000.00}, to which XXXX sent the attached document. I would not be able to afford a house of {$960000.00} and the other pre-approvals I received came in much less. ) 3 ) XX/XX/XXXX, conversation with XXXX XXXX customer service ) : XXXX recounted that XXXX explained to her that I asked for {$7700.00}, and he said he could potentially do that for a larger loan. [ I explained that I was always talking about a loan of about {$690000.00} and did ask for a specific lender credit amount ; {$7700.00} was the number he provided for locking in that day on my loan. ] XXXX offered {$520.00} to cover the cost of the home inspection. I said I was going to file a complaint because of the disregard for the truth I experienced, to which XXXX explained that NFCU could no longer offer to cover the inspection cost.
ADDITIONAL HISTORY : When I did not receive an email or document confirming the lock, I emailed XXXX asking to confirm 3.75 % and {$7700.00}, to which I did not get a reply. He did leave a voicemail confirming I was locked in, and I had no reason to think it would be at any other terms than what we had agreed on.
I lost negotiating power with other lenders because a {$7700.00} lender credit could not be beat, and I canceled my other locks based off this number.
I asked XXXX to see closing costs multiple times and either did not get a response or I was told I would get them later in the process.
The Loan Estimate was uploaded to my husband 's NFCU bank account within 3 business days, but I did not access the documents because NFCU always communicated and exchanged documents through email as attachments, so it appeared that the important documents were shared through email. Additionally, NFCU could see that we did not log in to the area that held our Loan Estimate. It was clear I did not receive the Loan Estimate based on my questions.
The Loan Estimate was not presented clearly and conspicuously, and I detrimentally trusted what was communicated to me person-to-person.
__________________________________________________________________ It can not be reasonably assumed that the general population knows what a Loan Estimate is and something that is required as a protection to them. If it is not provided clearly and conspicuously, the default is to trust what was disclosed to you through other communication or to simply not have the needed information.
" Providing a Loan Estimate '' can be used to the detriment of the client. NFCU will say it " provided '' the Loan Estimate and argue that it was provided " clearly and conspicuously, '' which it was not. Additionally, the Loan Estimate should not conflict the information that was provided to me very clearly and conspicuously over the phone. When it is clear that I do not have the information on the Loan estimate, after I asked XXXX to confirm the information of the loan in email, and then asked for the information of the closing costs through email and phone, it proves that the Loan Estimate was not provided clearly and conspicuously.
The loan company can use the Loan Estimate as protection that it has disclosed the necessary terms, even if the loan company has told the client conflicting information or not provided answers to the needed information, like in my experience.
People may take the word of the loan company rather than ask for a document that they do not know exists. Additionally, my loan officer and his boss preferred to communicate through cell phones. Calls on NFCU landline are recorded, unlike their cell phones. Customer service was unable to pull the calls I had with XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-18
Southern Pnes, NC
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: XX/XX/XXXX I applied for a secured credit card. My credit report was pulled. I never applied at Navy Federal for any other loans or credit cards. But my credit was pulled without my consent two more times! Once on XX/XX/XXXX AND once on XX/XX/XXXX! My credit was pulled three times in a 17 day period. AT LEAST two of the were without my consent.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation