NAVY FEDERAL CREDIT UNION

2018-01-15

MD

Incorrect information on your report

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

Information belongs to someone else
Complaint: I discovered around XX/XX/XXXX that Navy Federal Credit Union was reporting a Line of Credit loan in the amount of {$12000.00} on my XXXX, XXXX XXXX and XXXX reports that does n't belong to me. The account belongs to my mother, and sister. I never applied for nor co-signed for this loan. I was added to my mother 's account as a joint owner so that I can handle her financial affairs since she has XXXX. I disputed the account and received my XXXX dispute result on XX/XX/XXXX which Navy Federal reported to them that they were reporting it correctly. I called Navy Federal and spoke with the loan department and asked them why they 're reporting this account as if it is mine. They told me that because I 'm a joint owner on my mother 's bank account and have access to the Line of Credit that 's why they 're reporting it. I disagreed and told them this ca n't be legal and that I want it removed. They told me the only way they would remove it is if I dropped myself as a joint owner on the account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-15

Scottsdale, AZ

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-14

Chula Vista, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Original CFPB complaint number is XXXX requesting NAVY FEDERAL to validate/verify the claim that I owe them the debt of two credit cards according to the FDPA ( Fair Debt Collection Practices Act ). I mailed the first Notice of Dispute on XX/XX/XXXX for one credit card and the other Notice of Dispute on XX/XX/XXXX for another credit card via USPS Registered Mail. NAVY FEDERAL received my first Notice of Dispute on XX/XX/XXXX and the second Notice of Dispute on XX/XX/XXXX. This Notice of Dispute was to have NAVY FEDERAL to verify under oath that the credit card debt they claim I owe is a valid claim by signing the enclosed affidavit and/or addressing specific points in the notice and/or furnishing information that validates the debt. Although NAVY FEDERAL did respond to the Notices of Dispute ( s ) within ( 30 ) days ( XX/XX/XXXX and XX/XX/XXXX respectively ) they failed to verify and validate the debt. Response letters simply stated, This is a valid debt, and you remain responsible for its repayment with no signed affidavit, no explanation on their conclusion and no actual validation or verification evidence sent to me. Hence, this debt was not verified/validated within ( 30 ) thirty days and should have been removed from all three credit reports but has not. This is a violation of the FCRA ( Fair Credit Reporting Act ). Additionally, NAVY FEDERAL was not consistent in placing a notice of dispute on both accounts under dispute with all three credit bureaus within the required ( 30 ) day period. This is a violation of the FCRA as well.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-13

Cols, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-01-12

CO

False statements or representation

Debt collection: I do not know

Impersonated attorney, law enforcement, or government official
Complaint: I received a letter titled IRS demand payment for a debt of {$1800.00} for my XXXX taxes. The letter contained my complete social security number in the upper right hand corner and stated that IRS has requested several times for funds in the first letter and I should pay-up immediately. Two months later another letter was sent to my XXXX XXXX XXXX asking me to pay up immediately. In XX/XX/XXXX, another letter came in through regular mail to my home, stating that I owed IRS {$2100.00} and if I did n't pay up immediately, 15 % of my social security benefits would be seized. I was told not to contact the Social Security Administration about the deduction from my social security benefits. I notified my credit union and Social Security Office, downtown XXXX about the threat. I met with the credit union and social security official and changed my account, in fear that my bank account had been compromised. On XX/XX/XXXX, my credit union account showed that my {$1100.00} social security benefit check was reduced to {$990.00}. I met with Social Security Administration on XX/XX/XXXX who explained that no such deduction had been made to my benefits by Social Security Administration, I was given a copy of my Social Security benefits for XX/XX/XXXXshowing that {$1100.00} was deposited. I than met with the Credit Union who said that no such deduction was authorized by the credit union and that the {$990.00} was deposit as is. I returned again, after discussing the deduction with my tax person, to the Credit Union and asked if any authorizations had come in demanding payment for the debit and I was told no. The credit union explained that when deductions are authorized by a creditor, the total amount of the deposited benefit is recorded and then the authorized debt is shown, in my case, the {$990.00} was the only deposit made. I went back to Social Security Administration on XX/XX/XXXX and asked again about the deduction. I was told that on XX/XX/XXXX, my {$1100.00} benefit check was sent to the credit union for deposit, the credit union sent the {$1100.00} benefit check back to Social Security Administration and on XX/XX/XXXX, Social Security Administration deducted XXXX. Social Security did n't know who deducted the funds on XX/XX/XXXX, but would send a copy of the authorization to deduct the funds in a couple of days on Social Security Administration stationary. No such notification has come in the mail as of XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-12

Shulerville, SC

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: On my credit Report, Navy Federal Credit has 3 separate reporting on each of the credit bureaus claiming that I owe them money. as follows : Car loan XXXX balance owed XXXX Checking line of credit : Balanced owed XXXX XXXX, XXXX XXXX XXXX XXXX Credit Card XXXX Credit however, stated credit card was switch in XXXX XXXX to a low interest credit card resulting in closing the credit card. However would not give me exact dates I have requested multiple times for debt validation from the company and refuses to provide Hard copies of the agreements, Complete agreement or information showing that I agreed for them to close my credit card account and switch it to a low interest payment when I was never late. When I have attempted to make contact, they informed me that They could not provide me with original agreements, they do not have exact dates in the system of change over, could not tell me the interest on my credit card, car note and that they were not required to provide this information to me. Since My credit report has been affected by this and is constantly changing my report, I requested validation and never have been provided with documentation. They just keep trying to get me to agree to making payment on my account when I stated That I do not believe I owe an I want to know exactly where they are getting payment information from, what contracts they have proving I opened theses accounts and agreed for my credit card to be shut off and to a low interest payment. When I asked again for verification after they updated my report and changed the number again and asked them how are they able to do this, they stated when you dispute all we have to do is give the credit reporting agency you information and a balance. The agent also said we do n't have anything in our systems because it is too old. And when I asked why is information different on every report he said if I agree to a payment play the balance can be corrected and reports will update to reflect payment plan. When I refused and asked to speak to a manager he hung hung up. I also have asked several time to verify that my address. Navy Federal is purposefully damaging my credit since I began disputing, changing account numbers, reporting balance as XXXX once month then changing it the following month which keeps drastically changing credit report and Is causing me to be declined for everything. The also have been reporting to my credit that I am late every month when I have not used these accounts since XXXX and requested for my payments to be held per my insurance due to daughter being born XXXX XXXX and on Medical leave of absence. If you look through all of the attachments, You will see the different balances reported, amounts due, account numbers, and how every month something was reporting differently. This should be illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-11

East Keansburg, NJ

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

2018-01-11

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-11

Chula Vista, CA

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-10

Gainesville, VA

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

2018-01-10

Temperanceville, VA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: I had bill pay with Navy Federal Credit Union, I was paying XXXX XXXX and Paid the account out and they said it was a right of my records show paid in full, also XXXX starting send payment back and at some point the account number was change to another account number on which I did not owe any money, The record show they took XXXX from my account to pay and account I owe no money and one which had know bill pay to automatic monthly how it was done at the credit union I do n't know this fraud I did not authorize this payment and I want to recover my fund that should not have ben to them any way nor was it authorized.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-09

Finley, WA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-01-09

San Antonio, TX

Problem caused by your funds being low

Checking or savings account: Checking account

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

Timely Response

2018-01-09

Fred, VA

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: During XXXX 2017, I paid XXXX two payments for my XXXX package. They took more funds from my account than authorized. I submitted a unauthorized transaction to XXXX XXXX XXXX and asked them to put a stop payment on any other transaction by XXXX. Since this time, our account have been charge over {$48.00} in bank return fees for the same {$140.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-08

Oxford, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I opened my account In Person referred by my fiance. I was approved for the account, I asked to have my documents mailed to a second address ( mail at our apartment goes missing and fraudulently used all the time ), they told me it was no problem. A week later my account was frozen. They told me it was because they did n't have verification of the address on the account. Apparently when i asked the branch to send my things to a seperate mailing address, they instead changed the address thats connected to my account to the address I requested as my seperate mailing address. I was not advised they were doing this. So I sent them proof for the new address ( its a home we just purchased XXXX XXXX ) but i was told to wait another week for a response- I never authorized them to actually change the address and I would have given them proof of address in person if theyd asked. if they told me they were going to update my entire address I would have told them not to. As a result, I ca n't see my doctor for needed prescription refills, its been a week since I ran out. There is a chance that they may decide to send me a request for more information as apposed to reopening my account. I was advised to go to a branch but i cant get off work, and this address change was never authorized. Please help me. My only recourse at this point is to start banking with a XXXX card. It 's been 2 weeks since I have had access to my account and I am not sure when i will be able to access it again, and they refuse to expedite it.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-01-08

Fred, 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

2018-01-08

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-06

Southern Pnes, NC

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XXXX XXXX, 2018, Navy Federal Credit Union wrongly approved a XXXX XXXX transaction transfer from my account to an unknown source. Someone called in pretending to be me and the agent within Navy Federal Credit Union released the funds even though there were multiple red flags that it was not me calling in. The person calling change both phone numbers on the account. They then requested to increase the cash withdraw amount from my account from {$3000.00} to {$4500.00} even though I did n't have that much money even in the account. I was informed by a representative within Navy Federal that that was not even something they were allowed to do. They then approved releasing all the funds from my account except approximately {$150.00} even though I had six pending transactions. The agent within Navy Federal would have been able to see that releasing those funds would cause my account to be overdrawn and they still approved the transfer. As soon as I caught the error in my account, I contacted Navy Federal and the first representative informed me I could n't do anything until the transaction cleared my account. After speaking with other people, I went down to a Navy Federal branch and spoke to the assistant manager and he was able to submit a fraud complaint and try to stop the transaction. If the first agent would have attempted to stop the transaction as the assistant manager did, it 's possible we could have kept the money from being picked up at XXXX XXXX. The assistant manager also informed me that just the month before a similar fraudulent activity with a XXXX XXXX transaction occurred with another Navy Federal member. The next day I submitted the requested fraud complaint forms and was informed by the fraud department that because of the type of fraud it was, they would not be able to release any credits to my new account as I had already requested to close the compromised account. This leaves me with no funds until they complete their investigation. They informed me the investigation could take up to ten business days. I feel that under these circumstances and because of the erroneous missteps taken by the agent within Navy Federal, they should have released even a small portion of my funds back to me. I feel this is a misrepresentation of their fraud protection they offer on their bank accounts and that rather than having my best interests in mind, they are only protecting themselves and their agent 's mistakes leaving my family with no money while they investigate these actions.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-01-06

Virginia Bch, VA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2018-01-06

GA

Incorrect information on your report

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

Account information incorrect
Complaint: My name is XXXX XXXX and I am currently serving the United States XXXX XXXX XXXX. I have been serving for 7 years and 9 months now and been a member of Navy Federal Credit Union for about the same time. Last month, I filed a dispute with Navy Federal Credit Union about a 30 late day payment. The customer service rep said she could not help me. I was in transition from XXXX from XXXX in the month of XXXX XXXX when this delinquency was filed. My credit card account number is XXXX. I am currently XXXX in XXXX XXXX and want to a house through Navy Federal credit union. 80 percent of my accounts, installment loans, and auto loans and financed through Navy Federal and I love the relationship with this company. I want them to consider removing the 30 late payment in XXXX XXXX. I am trying to finance a house through Navy Federal in XXXX and was confused when they said they could n't help me remove this 30 late payment made in XXXX XXXX. Please help me solve this issue. 90 % of my accounts with XXXX XXXX are automatic payment because this issue I am having today.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-05

Manchester, TN

Closing an account

Checking or savings account: Checking 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

2018-01-04

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
Complaint: I DID NOT AUTHORIZE THIS INQUIRY
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-01-04

Woodbine, GA

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-01-04

SC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: on Saturday XX/XX/XXXX I received an E-mail from Navy Federal stating "Member to Member" access was successful to a person named XXXX XXXX XXXX a person I'm not familiar with. I immediately contacted Navy Federal and told them this was unauthorized and the transfer was unauthorized too.......The representative changed all of my accounts restricted my online access. I was told nothing more could be done due to the fact this was during the holidays and the fraud department was closed and I needed to visit the local branch on Tuesday XX/XX/XXXX....I went to my local Navy Federal bank of which I was then informed I could not file a fraud claim until Wednesday because the transaction was currently "Still Pending" and there was still a possibility the transaction could be denied and my funds could be returned... needless to say the transaction was posted on Wednesday....I immediately called Navy Federal and reported my claim to their fraud department...The representative suggested that I file a police report...of which i immediately did....I needed some other information from Navy Federal so I went to my local Navy Federal and the young lady told me I should have half of my money by the end of the day or two....so I called Navy Federal today the representative informed me they HAVE NOT turned my case to a fraud investigator and they DO NOT give credit in "These Types Of Cases" and it will take up to 10 days to "Investigate" and if it is "Approved" they will give me my money back.... My issue with isA: THIS IS NAVY FEDERAL'S FAULT; because it happened "Internally" a member of THEIR institution stole my money and transferred My money from my Navy Federal account to their Navy Federal accountB:I INFORMED NAVY FEDERAL as soon as the issue was brought to my attention and I have FULLY cooperated with them and they allowed the member to keep my funds in spite of them having knowledge the transaction was fraudC: THE LACK OF URGENCY when it comes to my account being hacked and the LACK OF CONCERN with the fact that I DO NOT HAVE ANY MONEY
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2018-01-04

Opening an account

Checking or savings account: Checking account

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

Timely Response