Date Received: 2023-07-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX my wallet and cellular phone were both taken from my possession without my authorization. I reported my debit card stolen to Navy Federal Credit Union at XXXX am on XX/XX/XXXX and informed their fraud department that there was fraud activity taking place without my authorization. The funds taken from my account without my authorization are detailed in the files attached to this complaint. I was informed that my card would be closed and I can get a new one from the credit union when they opened during the week. I filed the fraud claim and attached files to the Navy Federal app that shows that the unauthorized user made transactions that totaled approximately {$6300.00}. I was told by my credit union that an investigation would take place and I would be notified via emessage/email with the results. From XX/XX/XXXX to XX/XX/XXXX I called every other day to check on the investigation to make sure that I took the appropriate steps to ensure that I would be credited with the funds that were fraudulently taken from me. I talked to the Navy Federal Credit Union Fraud department on the phone at XXXX am on XX/XX/XXXX and was told that my claim was denied due to my spending habits which I do not think is a fair evaluation of my claim nor does it have any relevance to me being a victim of this fraudulent activity. I am attaching all files to this complaint that I provided to the credit union that shows that I am a victim of this fraud activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 784XX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Subject : Dispute of Unauthorized ATM Withdrawal Dear Sir/Madam, I am writing to dispute an unauthorized ATM withdrawal from my account that occurred on [ XX/XX/2023 ]. The transaction in question amounted to {$700.00}, and I have reason to believe that it was conducted without my knowledge or consent. I kindly request your immediate attention to this matter. Account Details : Account Holder Name : [ XXXX XXXX ] Date of Unauthorized Transaction : [ XX/XX/2023 ] Transaction Amount : {$700.00} I have carefully reviewed my account activity and found no evidence of any legitimate transactions or authorization for the aforementioned withdrawal. I have taken the following steps to ensure the security of my account : XXXX. Changed my account password and enabled two-factor authentication. XXXX. Contacted the bank 's customer support to report the unauthorized transaction. XXXX. Filed a police report with the local authorities, as advised by the bank. I understand that it is essential to investigate this matter thoroughly to determine the source of the unauthorized withdrawal. I request that you promptly initiate an investigation into this incident and provide me with a detailed explanation of the findings. In accordance with the Electronic Funds Transfer Act and the terms and conditions outlined in my account agreement, I kindly request the following actions to be taken : XXXX. Provisional credit : Please credit my account with the disputed amount of {$700.00} while the investigation is underway. This will help mitigate any financial hardships I may face due to this unauthorized withdrawal. XXXX. Investigation : Conduct a thorough investigation into the transaction to identify the individual responsible and to ensure the security of my account. XXXX. Resolution : Once the investigation is complete, please provide me with a written explanation of the findings and take appropriate action to rectify the situation, such as permanently removing the unauthorized transaction from my account. I understand that it may take some time to resolve this matter fully. However, I expect regular updates regarding the progress of the investigation and any actions taken to address the issue. Please communicate with me through my provided contact information or via email. I have attached copies of supporting documents, including the police report, for your reference. If there are any additional forms or documents required from my end, please inform me promptly so that I can provide them. I trust that [ Bank Name ] will handle this matter with the utmost urgency and professionalism, ensuring that my rights as an account holder are protected. I appreciate your immediate attention to this dispute and look forward to a swift resolution. Thank you for your cooperation. Sincerely,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 359XX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My account was hacked and a fraudulent check, was put into my account and cashed and withdrawn. I have contacted the bank of requested the proper paperwork to fill out nothing was sent to me. I didnt receive anything my account was closed and they told me Im responsible for the debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I'm currently a victim of credit card fraud, cyber crime, and misuse of my checking and savings account. I noticed unauthorized transactions on my personal credit card in XX/XX/XXXX. I reported unauthorized transactions to Navy Federal Credit Union ... The bank refunded XXXX to my credit card but later debited my card back for this amount on XX/XX/XXXX. The bank stated that they do not prosecute individuals. I received a Case number from XXXX Police XXXX. who stated that they do not investigate crimes in other states. When these incidents took place, I was a resident in XXXX, TX. My credit card was used at XXXX XXXX XXXX, Address : XXXX XXXX, XXXX, TX XXXX. I had a total of XXXX unauthorized transactions at this location totaling XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Also, a transaction from XXXX XXXX XXXX, Address : XXXX XXXX XXXX, XXXX XXXX, TN XXXX on XX/XX/XXXX -- -- -- -- XXXX. I spoke with XXXX at this company she stated this amount was a deposit on a truck for XXXX of her customers ( XXXX XXXX ). Third transaction on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, TX XXXX. All of these transactions my credit card number was manually keyed in the system. I have not lost my card or reported it as stolen. I sent fraud letters to all XXXX business but no response. Since these events, I received copies of all XXXX credit reports. I'm still seeing other transaction. For example, real estate where someone used by social security number. I have been trying to seek help with this matter since XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39212
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Getting a loan or lease
Subissue: Confusing or misleading advertising or marketing
Consumer Complaint: On XX/XX/XXXX I went on the Navy Federal Credit Union Mobile app to start a re-finance loan. Midway through the process, I changed my mind and did not want to continue with the process. On the screen, I was provided the option to save the information and exit the process and I was provided a message that I can resume the application by going to navyfederal.org or by calling XXXX. It said after 5 days, a decision will be made. I called this number 2 days after and spoke to someone to make sure that this loan does not continue or is processed because I did not want the loan, nor did I want to have another inquiry on my credit. The message on the screen made it seem as if the loan was not finalized. I have attached a screenshot of the message that says " You're almost done. There are a few quick steps left to finalize your application ''. There was no warning or indication of any kind that my credit would be run, or the loan would go through. Especially after I called them 2 days later, it was my understanding that I had cancelled the entire process. I received an email today that Navy Federal is still considering my loan. This prompted me to call them again because I did not authorize them to process anything from the beginning. I did not go through the entire loan process on the app, and I had already called to cancel. I checked my credit and Navy Federal is there with a hard inquiry. I do not agree with this because it is my understanding, I did not authorize them to go through with this loan process and it looks like they are still trying to process a loan that I called and told them to not process at all. I called them again today, XX/XX/23 and was told the disclosures on the mobile app says the credit will be run. I did not see any disclosures nor did the screen say that. I did not agree to them running my credit at all and stopped the process on the app before I got to this point. I want the hard inquiry for Navy Federal removed from my credit. This is negatively affecting my score for something I did not want or authorize.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33801
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: On XX/XX/XXXX I took out a boat loan with Navy Federal for the purchase of a XXXX XXXX XXXX boat with motor and trailer. The promissory note requires the information below : As promptly as possible and no later than three months, the Applicant/owner ( s ) will deliver to Navy Federal a Certificate of Title or other proof of ownership reflecting Navy Federal as the first lien holder . The Certificate of Title must also show the individual Applicant/owner ( s ) as the registered owner ( s ) of the collateral. Failure to comply with this request can result in Navy Federal converting this loans annual percentage rate to Navy Federals prevailing unsecured personal loan rate and can increase your monthly payment. If Navy Federal exercises its right to file for the lien-recorded title, filing fees will appear as a debit on the Applicants savings account. The boat and trailer are registered and titled in the state of North Carolina. I verified, in XX/XX/2020 with the North Carolina XXXX Department, who registers and titles boats, that a copy of title with Navy Federal as primary lean holder was sent in 2020. I had a duplicate copy sent to Navy Federal the same day XXXX XXXX. A receipt was emailed to Navy Federal to XXXX as I was instructed to do when I went to a branch office to fix this issue, along with the bill of sale with model and serial for the motor and trailer as well as XXXX for the boat via email on XXXX XXXX. A copy of the NC registration and tax was submitted in same email. My rate was corrected for the second time from 16.9 % back to the original 8.9 %. My rate was increased again a few months later saying they needed the same information. On XXXX at XXXX I called back again attempting to correct. I was informed that they never recieved any title copy from the state of North Carolina. They never recieved any emails from me. They them, after I provided date and time of email as well as each attachment, stated that no attachments were on the email. I forwarded the email back to Navy Federal. I was then told the attachments had to be in PDF format. I asked to speak with a supervisor who told I had to provide a copy of the title and US or foreign title or registration for the motor ( which does not exist as the motor is part of the boat ) as well as statement of origin from the manufacturer of the motor. None of this is in the promissory note as above. One again I was told they have not recieved anything from myself or the state of North Carolina. I have not missed payments. I am up to date on my loan. The information they request is not possible as it does not exist. By law, I can not obtain a copy of the title without authorization by the first lein holder which is Navy Federal, who will not authorize me to obtain. I was told no email correspondence is allowed by Navy Federal when i requested a copy of the note saying i had to provide a foreign title or registration or certificate of orgin fir the motor, so they will not provide anything to me in writing via email stating what is needed to clear this up. Each time I have sent information in the rate has been adjusted back down then raised months later. This is criminal fraud by Navy federal as I have provided and the state of North Carolina has provided the title with Navy Federal as first lein holder. I have a second personal loan for a golf cart that the same thing has happened with as well. The original rate was raised after purchase. The cart has no XXXX # as it is does not exist and can not be registered. A bill of sale was provided with model and serial. The rate lowered and then raised again. Navy federal issued two loans, agreed to rates, after purchase raised rates and request information that is impossible to provide. Please help with these crminal financial breach of contract fraud issues. As I try to print my promissory note for the golf cart loan it os no longer available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27330
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Fair Credit Reporting Act ( 15 U.S. Code 1681 ) says ( 1 ) The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. So whenever there is a violation under the FCRA, it impairs the efficiency of the banking system. This is a violation of my privacy with my consumer report, since I control what is listed and what is not. In the event that any accounts are reported without my written consent, that is considered identity theft. This is a violation of both 15 U.S. Code 1681b ( 2 ) and 15 U.S. Code 1681c-2. This leads way to civil liability against the credit reporting agency for negligent and willful noncompliance under 15 U.S. Code 1681n, which allows for {$1000.00} per violation, for account listed without my expressed written consent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Problem when making payments
Subissue:
Consumer Complaint: Navy Federal Credit Union Member Service Department XXXX XXXX XXXX XXXX, VA XXXX Subject : Request for Late Payment Removal - Account Numbers : XXXX, XXXX, XXXX Dear Navy Federal Credit Union , I hope this letter finds you well. I am writing to kindly request the removal of late payments from my accounts, specifically for the accounts with the following numbers : XXXX, XXXX, and XXXX. I understand that the late payments occurred during the challenging period of the COVID-19 pandemic and before the pandemic when I was faced with the unexpected circumstances of being laid off and searching for a career path. I am deeply grateful for the understanding and support that Navy Federal Credit Union has shown during this time. Firstly, I want to express my sincere appreciation for the opportunities you have provided me over the years as a valued member of your credit union. I have always been proud to be associated with Navy Federal, and your exceptional customer service has been a significant factor in my financial journey. During the unprecedented COVID-19 pandemic, I faced financial hardships due to job loss and reduced income. As a result, I experienced difficulties in making timely payments on my accounts. However, I am delighted to inform you that both the loan accounts, with account numbers XXXX and XXXX, have been successfully paid off. The remaining account, XXXX, is also nearing its full settlement, and I expect to have it paid off shortly. I wish to emphasize that I have learned valuable lessons during these challenging times, which have greatly contributed to my personal growth and financial maturity. I have become more disciplined and responsible in managing my finances, and I am committed to ensuring that all future payments are made promptly. Considering my long-standing relationship with Navy Federal Credit Union , the successful pay-off of the aforementioned accounts, and the extenuating circumstances surrounding the late payments during the pandemic, I kindly request your consideration in removing the late payment records from my credit report. Removing these late payment entries from my credit profile would significantly improve my creditworthiness and strengthen my financial standing. With the newfound knowledge and maturity I have gained, I am determined to continue demonstrating a reliable payment history moving forward. I truly value the relationship I have with Navy Federal Credit Union, and I believe that this goodwill gesture would not only benefit my financial prospects but also reaffirm the trust and loyalty I hold towards the credit union. I would be deeply grateful for your understanding and positive response to my request. If possible, I kindly ask that you provide a written confirmation of the late payment removal for my records. Thank you for taking the time to consider my request. Please feel free to contact me at XXXX or XXXX if any further information is required. Sincerely, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, someone used my Navy Federal debit card for the amounts of {$190.00} & {$220.00} to a XXXX XXXX. This was an unauthorized charge. I had the debit card cancelled but this morning someone attempted another fraudulent charge and it was declined.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I can not open an account anywhere. I have a very common name and my ssn has been compromised years ago. I have multiple accounts places that I have no idea of opening.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53209
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A