NAVY FEDERAL CREDIT UNION

2017-10-24

Communication tactics

Debt collection: Other debt

Called before 8am or after 9pm
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-10-24

Shulerville, SC

Communication tactics

Debt collection: Auto debt

Frequent or repeated calls
Complaint: Around XXXX 2015 I could n't pay my auto loans and personal loans with Navy Federal due to having to give up my job due to a military move which I had paid for protection for to cover the costs but did not honor. They would call repeatedly threaten to garnish my wages, they blocked me out my checking and savings accounts. I went to cash a check they refused to give me the check back and made me make payments. I told them to pick up the car and they took a very long time to pick up the car. I had to call them about a year later because the car was still parked. After that it still took a few months to pick up. They sold the car which was in good condition for only XXXX when it was worth more than that. Leaving me with an XXXX balance on a 2015 car with no issues.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-23

Shalimar, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On Thursday, XX/XX/XXXX, my Navy Federal Credit Union Checking account, at XXXX CST showed an adjustment for - {$260.00}. No check had shown to be pending or posted. All that was shown was the negative adjustment. The next day, Friday, XX/XX/XXXX, my account showed a deposit made by my employer for {$270.00} before the very same adjustment of - {$260.00}. With the negative {$4.00} charge I had in my checking account the balance equaled {$0.00} on Friday, XX/XX/XXXX. I called Navy Federal to ask why they adjusted my account before the funds were even deposited into my account. After being very curt, dishonest, and rude, they said that the adjustment was n't made until overnight processing, early morning Friday, XX/XX/XXXX. This was not the case as I checked my Navy Federal account on Thursday and saw the adjustment made before overnight processing had begun and before funds were shown as posted. I requested today, Monday, XX/XX/XXXX to have an internal audit with time stamps showing each transaction as well as call logs and notations made to be given to me and they said I would have to subpoena them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-23

Montclair, VA

Applying for a mortgage

Mortgage: Other type of mortgage

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

Timely Response

2017-10-23

Kawaihae, HI

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Collected or attempted to collect exempt funds
Complaint: To whom it may concern, I submitted a complaint to Navy Federal on XXXX/XXXX/XXXX regarding their practice of automatically transferring funds from a joint savings account that I am on with my husband to pay for a Navy Federal credit card that my husband is on individually. I am including a copy of the original complaint with this submission to the CFPB. My concerns are that funds that are jointly owned by me are being taken by Navy Federal when : I am not a joint obligor or authorized user of my husbands credit card ; I am not sure when the credit card account was opened ; I do not have access to payment information ( including due dates, balances, payment arrangements, etc. ) on the credit card and am not aware of any alleged delinquency until the funds have already been taken by Navy Federal ; My husband told me that he has the payments for his credit card scheduled to come out of his Navy Federal checking account and that the payments have been made every month, yet Navy Federal continues to take payments from our joint account ; Since I am not an obligor on the credit card, Navy Federal will not discuss the credit card account with me or allow me to dispute the transfers. I therefore, have no recourse although I have rights to the joint account from which they took funds ; I was not made aware at any time, in account opening disclosures or otherwise, by Navy Federal that funds placed in a joint account can be pledged as security with the consent of only one joint account holder, for repayment of their individual credit ; It is unclear if they have exhausted all efforts to collect from my husband and his individual accounts before pulling the funds from our joint account ; Thus far, Navy Federal has not sufficiently addressed my concerns. Navy Federal responded on XXXX/XXXX/XXXX with the following : " Thank you for using Navy Federal 's eMessaging Service, XXXX XXXX. If the minimum payment is not received by the due date and a payment arrangement has not been communicated to our Collections Department, funds up to the full past due amount can be transferred to cover the amount owed. The funds are transferred in accordance with the Credit Card Application Disclosure statement, in which he pledged security interest in any share or joint account ( excluding IRA accounts ) should the credit card fall past due. Should you require further assistance or have any additional questions, please contact us at XXXX. Our hours of operation are Monday through Friday from XXXX XXXX to XXXX XXXX and weekends from XXXX XXXX to XXXX XXXX, Eastern time. We look forward to hearing from you. '' The above response from Navy Federal indicates that my husband pledged a security interest in our joint account in accordance with the Credit Card Application Disclosure statement, which Navy Federal has not provided me a copy of, because I do not have a credit card with Navy Federal. I do not live in a community property state and did not live in a community property state at the time that I opened an account at Navy Federal, nor does my husband have power of attorney to act on my behalf in pledging assets owned or partially owned by me as security for anything. To date, Navy Federal has not addressed my concerns in phone conversations with representatives or provided an adequate response to my written complaint. Please review my initial complaint. Your assistance is appreciated in resolving this matter. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-23

Cedar Hill, TX

Improper use of your report

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

Reporting company used your report improperly
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-23

Wills Point, TX

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-23

Brandon, MS

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

2017-10-23

Hampton, VA

Written notification about debt

Debt collection: I do not know

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

2017-10-22

Edgewater, MD

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2017-10-21

Tylertown, MS

Improper use of your report

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

Reporting company used your report improperly
Complaint: Wife & I called XXXX XXXX, ( XXXX XXXX XXXX - XXXX, VA XXXX ( XXXX ) XXXX ), couple of months ago about a hard inquiry, which we of course understand that it was because of accounts we opened through them. however as it should drop our XXXX XXXX " a few points '', mine, through XXXX dropped a whopping XXXX POINTS.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-21

Bear Creek Township, PA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2017-10-21

Silver Spring, MD

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: During month of XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX members account were transferred to Navy Federal Credit Union XXXX XXXX XXXX. Both XXXX informed us ( members of XXXX ) this is a transfer, informed accounts would be transferred to XXXX. I had loans with XXXX that were transferred : car purchased in XXXX XXXX and personal loan beginning on or about XXXX XXXX, both loan interest stated the same. BUT under XXXX biweekly Car loan {$210.00} ; personal loan {$160.00}. Under account transferred to XXXX car loan {$250.00} and personal loan {$190.00}. I asked why, I was informed that XXXX do not do biweekly payments, they only do monthly payments. Therefore, I could pay biweekly but my amounts will be higher. Well, my monthly under XXXX for car is {$500.00} and personal is {$380.00}. We former XXXX do not understand why, I do not understand why {$160.00} XXXX $ XXXX total ) and {$210.00} XXXX {$420.00} XXXX can increase if the interest stayed the same and the accounts were transferred. All I was informed through written ( and verbal, after I questioned the increase is that the accounts would be transferred XXXX. XXXX explanation is that they do not do biweekly payments. But they merged with and accepted members who signed contracts and accepted loans based upon the loan agreement at/for a certain amount. When I informed XXXX that to me, the name of the company I am paying changed but not the amount of the payments ... similar to a mortgage that is transferred. I was told no, it 's not the same. I am asking for someone to explain how account payments signed and in progress can be increased because the company do n't do biweekly payments. Should n't this have been discussed prior to their merger and transfer of accounts? Should n't we/I have been informed so that I could have tried to find a credit union with similar terms? Most of all, is this legal? Now, XXXX is sending me promissory letters/contracts with their new amounts requesting I sign. I have the amount in savings because I do not want to default on the loans ( the payment is due XXXX XXXX ) ; but I disagree with the $ XXXX that XXXX is asking XXXX to pay. I informed XXXX that I would be filing a complaint with this Agency seeking an investigation into what they are doing to the former members of XXXX. Under XXXX in my loan agreements my final/last payment for car is {$170.00} and personal loan is {$120.00}. Can provide contract loan agreements to your XXXX. It is not just me, there are a lot of us " former XXXX members whose loan payments have now changed since this transfer to XXXX. I really want you to publish my information because every person/consumer need to know and learn what can or might happen with a XXXX XXXX transfer.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with non-monetary relief

Timely Response

2017-10-20

Cheverly, MD

Fees or interest

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

Problem with fees
Complaint: To whom it may concern : This company has been adding interest on an account that is closed. They have added interest every month since XX/XX/XXXX when the account was closed. XX/XX/XXXX- {$44.00} XX/XX/XXXX- {$43.00} XX/XX/XXXX- {$43.00} XX/XX/XXXX- {$43.00} XX/XX/XXXX- {$41.00} XX/XX/XXXX- {$41.00} XX/XX/XXXX- {$41.00} XX/XX/XXXX- {$41.00} XX/XX/XXXX- {$41.00} XX/XX/XXXX- {$40.00} XX/XX/XXXX- {$40.00} Total= {$460.00} I called them when the account first was closed to see what to pay that was my only contact with them.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-19

Hon, HI

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I am the owner of account number XXXX. I am disputing the following transactions that were charged fraudulently to my account without my authorization :XX/XX/XXXX {$130.00} XXXX XXXX XXXX XXXX HI XX/XX/XXXX {$230.00} XXXX XXXX XXXX XXXX HI XX/XX/XXXX {$210.00} XXXX # XXXX XXXX HI XX/XX/XXXX {$190.00} XXXX # XXXX XXXX HI XX/XX/XXXX {$98.00} # XXXX XXXX XXXX HI XX/XX/XXXX {$83.00} # XXXX XXXX XXXX HI XX/XX/XXXX {$54.00} XXXX # XXXX XXXX HI XX/XX/XXXX {$11.00} XXXX XXXX XXXX HI XX/XX/XXXX {$180.00} XXXX XXXX XXXX XXXX HI XX/XX/XXXX {$32.00} XXXX XXXX XXXX XXXX HI XX/XX/XXXX {$7.00} XXXX XXXX XXXX XXXX HI XXXX XXXX, XXXX {$37.00} XXXX XXXX XXXX HI XXXX XXXX, XXXX {$13.00} XXXX XXXX XXXX HI I did not make or authorize these transactions that appear on my account. The debit card used was not in my possession and to the best of my knowledge was stolen on approximately XX/XX/XXXX. I immediately reported it as stolen as soon as I learned of the fraud. I do not have knowledge of the identity of the person who illegally used my card and did not receive any benefit from the transactions listed above. I give my consent to Navy Federal Credit Union to release any information regarding my card and/or account to any federal, state, or local law enforcement agency so that the information can ( if necessary ) be used in the investigation and/or prosecution of any person responsible for fraud involving my card and/or account. Please adjust my account information to reflect that I have disputed these transactions, remove these items from my statement, and send written confirmation that you have done so. Under the Consumer Liability for Unauthorized Transfers : Electronic Fund Transfer Act Regulation E ( 12 CFR 205.6 ) my maximum liability is {$50.00}. Further, Navy Federal Credit Unions Zero Liability policy ensures that I am not responsible for false charges to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-18

Yeagertown, PA

Getting a line of credit

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

Timely Response

2017-10-18

Hon, HI

Incorrect information on your report

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

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

Timely Response

2017-10-18

Wichita Falls, TX

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

2017-10-18

Chula Vista, CA

Trouble using your card

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

Credit card company won't increase or decrease your credit limit
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-18

Tallahassee, FL

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2017-10-17

TX

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: In XX/XX/XXXXNavy Federal Credit Union sold three of my credit accounts to XXXX XXXX, and all the accounts began to report XXXX balances. However during a time period beginning XX/XX/XXXX and continuing through XX/XX/XXXX the accounts began to show balances, but not all at once. Beginning on XX/XX/XXXX ( Appendix A ) there were no balances reported on the accounts. On XX/XX/XXXX, the first of the previously sold accounts reappears with a balance ( Appendix B ). On XX/XX/XXXX the second of the accounts reappears with a balance being reported ( Appendix C ). As of XX/XX/XXXX all of the sold accounts are now reporting balances ( Appendix D ). These balances are being reported to all three credit reporting agencies. Additionally, these accounts are reporting seemingly random last activity of payment dates. All activity on these accounts ceased at the end of XX/XX/XXXX. I have attached a credit report from XXXX dated XX/XX/XXXX that shows the proper last activity and removal dates that range from XX/XX/XXXX through XX/XX/XXXX ( Appendix E ). I only provided the pages that were related to my complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-17

Auburn, WA

Trouble during payment process

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

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

Timely Response

2017-10-17

Cape Coral, FL

Incorrect information on your report

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

Account information incorrect
Complaint: I purchased an auto through Navy Federal Credit Union. They also required me to send them the title showing they were first lienholder on the auto. I got sick had to move to a XXXX facility and put all my furniture and paperwork in a storage facility. It was there for over 3 years. They never received it. They sent me a letter stating since I could not provide the Title to them. They were going to change my loan status to a consumer loan and charged me more interest, Which is what they did. I would like you to challenge Navy Federal and have them show you proof of title and proof of being first lien holder on the auto. They are presently showing a charge off on my credit report for an unpaid auto loan. Which is presently prohibiting me from refinancing my present car.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-17

Stevenson, MD

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: After initiating an XXXX loan application with the Navy Federal business services representative in my local area, using my home address as we established our franchise aquisition, my husband and I each received debit cards and the accompanying pin numbers, from Navy Federal, at the retail store location, before we took pocession of the business or had access to that mail. We later received an account statement that was opened for our business, under the company name, that was opened XXXX, using a wire deposit from my personal checking account, of {$100.00}. On XXXX the account was closed. I DID NOT REQUEST OR AUTHORIZE ANY OF THESE TRANSACTIONS! I was only aware that the XXXX did not approve our loan and so I did not anticipate working with Navy Federal commercial banking in any way, into the future. How and by whom were these cards and this account initiated?
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-17

Farmer Market, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response