NAVY FEDERAL CREDIT UNION

2017-11-29

Oceanside, CA

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 non-monetary relief

Timely Response

2017-11-29

Las Vegas, NV

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened to sue you for very old debt
Complaint: This complaint is in reference to my previous CFPB complaint # XXXX in regards to the CFPB Consent Order against Navy Federal Credit Union. At the time of the complaint, NFCU responded : " Our review of this matter is in process, and we will respond as soon as possible. The following references the complaint we received on XXXX XXXX 2016 from the Consumer Financial Protection Bureau ( CFPB ) on behalf of Navy Federal member XXXX XXXX. The complaint was assigned a case number of XXXX. Our member has asked us for information related to our recent agreement with the CFPB. Pursuant to the terms of the agreement, the CFPB will approve how we will identify and make payments to members who are eligible for compensation. If XXXX XXXX is eligible, he will receive prompt notification at a later date. We will consider all facts and circumstances regarding XXXX XXXX 's account in the assessment of compensation, if any. Navy Federal has thoroughly reviewed our member 's concerns. No further correspondence will be sent regarding his Home Equity Loan nor will calls be made concerning the status of the account. '' XXXX Responded : " You should receive an update from the company within the next 15 days, and a final response within 60 days. '' It has now been one year from the date of my complaint. Not only did NFCU never responded to me in 60 days, they never responded to me ever. I would like an update to my claim pursuant to the Consent Order, as I submitted ample documentary evidence of NFCU 's predatory and illegal debt collection actions against me.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-29

Oxford, GA

Closing your account

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

Company closed your account
Complaint: My checking and credit card account where inappropriately closed when I attempted to transfer in money from an outside account. This is my second appeal through CFPB with me attaching proof of my outside account. I 've contacted Navy Federal multiple times and only received generic responses with no assistance in resolving and reopening my account. During the initial appeal I was told to contact XXXX XXXX which I attempted several times with no answer or return call.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-29

New Orleans, LA

Improper use of your report

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

Reporting company used your report improperly
Complaint: Ive contacted the companies and they havent contacted me about it
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-11-28

Phila, PA

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

Timely Response

2017-11-28

Lemoore, CA

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

2017-11-28

Fred, VA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

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

Timely Response

2017-11-27

Lemoore, CA

Written notification about debt

Debt collection: Other debt

Didn't receive notice of right to dispute
Complaint: On or around XX/XX/XXXX, NAVY FEDERAL CREDIT UNION violated Title 38, Section 5301 ( a ) ( 1 ) Veterans Benefits and/or 31 CFR 212.6 - Rules and procedures to protect benefits that is governed by the Americans with Disability Act and/or the Veterans Disability Protection Act of XXXX by willfully and negligently allowed a third party agency to garnish over {$65000.00} from my bank account without allowing me to officially dispute the transaction. I request to re-open an investigation with amendment to add additional violations of the Americans with Disability Act and/or the Veterans Disability Protection Act of XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-24

Five Points, NC

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
Complaint: I have several accounts with Navy Federal CU and had a couple late payments reporting for them because my wife had XXXX XXXX XXXX when she was XXXX XXXX XXXX ... I disputed the late payments and now they just changed them and ADDED a new 60 day late on all my accounts when in fact I was not late! How can they just add NEW late payments now. How can the credit bureaus even allow the response to show valid and now have new late payments reporting? This is a clear violation of the FCRA
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-24

Lewisville, TX

Other features, terms, or problems

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

Problem with cash advances
Complaint: To whom this concerns, Navy Federal credit union allowed my Aunt whom lives with me now, and shares the same phone number as me to apply for a credit card. She added me as an authorized user on the card. The Navy Federal Credit union, applied the card in my name sent it to my home. Along with their disclosure and agreement. Also posted this to my online access account and, let me activate the card that is in my own name. Following activation, i am not allowed to use the card i find out that it is blocked by the security department after initializing the chat function with their Card Services department. The agent in the chat then tells me to call in and speak on behalf of the account. Per their terms and agreement which is not clearly defined. Authorized users may call and discuss the account in which they are authorized to speak on, or are a authorized user of. When i called to speak on the account the agent was very rude and said that even though my Aunt. Which is the card holder, is in the hospital there is nothing they can do about it. They have to speak to her. I then advised them of their terms and agreement which is the card agreement i received with the card which clearly authorizes me to speak on behalf of the account since it is posted to my online access as well as the card in my name. The Manager at that time tells me that i am correct and he will research it. He comes back on the line and clarifies that i did not apply for the account. I said no i did n't. He then ask what is my relation to the primary holder, I said that 's my aunt. He then tells me hold again. Comes back on the line after another 15 minutes and his tone totally changed. He then tells me now the account is not fully established now, and that i am not authorized to speak further from now on. That he is going to go ahead and tell me to have my aunt call. He then advises me if i would like to close my membership. I said no, but why do your terms and conditions say that i can speak on behalf of the account. He said then at that time, i am going to hang up i do n't have to answer your questions further. So now i am reaching out to the CFPB supplying the terms and agreement below which clearly define the agreement. I will also attach the card number in which is in my name as well. Please help resolve this.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-24

Cols, GA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

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

Timely Response

2017-11-23

Columbia, SC

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

Timely Response

2017-11-22

Columbus, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: 1.I was steered toward a refinance cash out loan after I requested an equity line of credit loan to make repairs to my home. 2.Loan was denied based on needed repairs revealed by the appraisal that I paid for in advance. The appraisal on XXXX was for more than the loan amount ( {$54000.00} ). I was not offered a different kind of loan or a lower amount. 3. Subsequent appraisal by a different bank on XXXX revealed a property value of {$75000.00} and no repairs needed. 4. I believe the appraisal was rigged as a pretext. The true denial was for age and zip code bias. Loan App # XXXX for {$50000.00} with Navy Federal Credit Union. Applied on or about XXXX XXXX, XXXX. XXXX XXXX, mortgage processor. XXXXXXXXXXXX ; phone XXXX, ext XXXX XXXX XXXX, supervisor XXXXXXXXXXXX ; phone XXXX. I spoke with XXXX XXXX on or about XXXX and was told I have no recourse since I agreed that the appraisal fee was non-refundable. I assumed that it was a protection for the bank against an overstated valuation by the applicant not a device to deny a loan for their own purposes. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with monetary relief

Timely Response

2017-11-22

Fort Pierce, FL

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-22

So Effingham, NH

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I recently paid off a home equity loan with Navy Federal Credit Union. In order to pay off the loan they extorted an extra {$50.00} in fees that were never disclosed. The extra fees were not disclosed on the truth in lending statement or any of the closing documents. Navy Federal refused to remove the lien on the property unless these extra, undisclosed fees were paid.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-21

Whiting, IA

Managing an account

Checking or savings account: Other banking product or service

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

2017-11-21

Rocky Ridge, MD

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

Timely Response

2017-11-21

Canton, OH

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-21

Lake Charles, LA

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

2017-11-21

San Diego, CA

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

2017-11-21

Detroit, MI

Closing your account

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

Company closed your account
Complaint: I was approved for a XXXX XXXX dollar credit card from XXXX XXXX XXXX. From the first time I used the card I had problems. Whenever I try to use it I had to call in because someone would lock my account. Then navy federal closed my account with telling me why and still have not gave me any explanation on why they have shut the account out it 's been about 3 months now and I have yet to here anything on my account. Now they want me to pay money for a card that I was not able to use fully.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-20

Lewisville, TX

Trouble using your card

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

Can't use card to make purchases
Complaint: To whom it concerns, My name is XXXX XXXX. A month ago I applied for a new XXXX XXXX with Navy Federal Credit union and was approved for a 15.99 % interests rate with a {$15000.00} limit. One day a week after I got the card, my grandson logged into my account for me, and I typed a letter to add him as a authorized user. It was approved by secure message. The following week my accounts at Navy Federal were all disabled. I called to see why, verified my identity. I sent them my Drivers License as well as my signature 4 times. They then requested I send in my daughters PoA which I did, then they requested we get proof Im XXXX by my doctor because I cant walk. I use my card online to pay bills, and order things. I mail in my payments. I sent them letters proving Im XXXX and cant walk. From my doctor. I am now being told to contact the fraud department. I contacted the fraud department and now I am being told I cant use my accounts unless I get a note from my doctor saying Im mentally decapitated. Which I am not, or I come in branch which I cant because I had XXXX XXXX and am XXXX. I do not leave my house. I have complied with all their request and the card shows up on my credit report as active but I cant use it or any of my accounts at Navy. This has gone on over a month. No one there cares, and is discriminating against me because Im handicapped elderly. This is crazy they wont even let my family speak on my behalf if I give them permission. So now I am turning to you for help further. Because this isnt how you should treat a member. Also now they have lowered my credit score because of the inquiries I cant get credit elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-20

Everett, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Account and all access to MY funds have been locked. I am XXXX in the middle of the XXXX XXXX XXXX XXXX XXXX. They lock my account and say 'call me ' ... there is XXXX reason to have account locked. Internet is extremely spotty but it is not incorrect!! They are either completely XXXX ... .Deonis or extemely rude and arrogant and do n't give a XXXX XXXX whether you are stranded halfway across the planet because of their error ... that would be the lovely XXXX XXXX . She has mastered the phrase we do n't care 'ma'am ' nicely. They refused to do anything or even give a reason as to why access to my money was locked. They they act like it 's theirs and basically it is because they have stolen it. I told them I would report them and they acted like ... .go ahead ... .you ca n't do XXXX about it ... .you 're XXXX. HA HA ...
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-11-20

Bayonne, NJ

Communication tactics

Debt collection: Other debt

Frequent or repeated calls
Complaint: 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 was n'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 impaired his hearing ; 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. XXXX 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 do n'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 ___ 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 do n'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 does n'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 XXXX 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

Timely Response

2017-11-20

Arlington, VA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response