Date Received: 2023-05-16
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I obtained a credit card from XXXX XXXX ( acct. no. : XXXX XXXX XXXX XXXX ) with a credit limit of {$6000.00} in XX/XX/XXXX. I also added my husband as an " authorized user '' in an attempt of assisting him in establishing credit sometime in XX/XX/XXXX. In turn, Navy Federal insisted that I made him a " joint owner, '' and he or I never signed any agreements stating such, nor did I ever receive the requested agreement. After requesting the original signature for the agreement adding him as an " authorized user '' was made over the phone! Fast forward THREE card renewals later, I was informed by Navy Federal that they were not sending me a renewal card for my usage because, upon reviewing my account, they decided not to send a renewal card because " I was too close to the credit limit. '' Being close to the credit limit was not a problem before when I would pay the balance down more than 60 % of the balance the following month. Although I did not understand their reasoning for not sending me a new credit card, I continued to pay for the debt I had incurred. Once my husband decided to file bankruptcy on XX/XX/XXXX ( discharged XX/XX/XXXX ), he included the Navy Federal " green credit card '' in his bankruptcy since Navy Federal also declared him financially responsible for repayment and removed from HIS credit file but remained on the mobile app and notification of payments due. With my husband filing bankruptcy for this credit card, why am I continuing to make monthly payments and Navy Federal restructuring my loan by readjusting the interest without any notification and making my payments higher?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I've Had Two Accounts That Had Fraudulent Activity That Was Not Caused By Me Ive Also Disputed These Charges But My Accounts Were Still Closed Ive Recently Tried To Open A Navy Federal Account And I Was Able To Do So And One Day After I Received A Notification Saying My Account Was Closed Due To My Consumer Report And When I Called The Bank They Told Me My Account Had Been Closed Due To The Consumer Report & Was Instructed To Reach Out To The Consumers Report Agency But As It Stands Now Im Not Able To Open Any Bank Account With Any Financial Institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX IA XXXX Subject : Complaint against Navy Federal 's refusal to honor loan and credit card deferment due to XXXX Dear Sir/Madam, I am writing to file a formal complaint against Navy Federal regarding their failure to honor my request for a loan and credit card deferment due to COVID-19. Despite contacting Navy Federal on XX/XX/2023, requesting a deferment for all my loans and credit cards due to being unable to work after contracting COVID-19, they did not provide me with a deferment under their COVID-19 policy. I was only granted a one-month deferment on my car loan and two personal loans. Unfortunately, by the time I recovered and was able to return to work, which took XXXX months, my credit had been severely damaged due to numerous late payments. Upon contacting Navy Federal to inquire about their COVID-19 deferment program, I was informed by a representative that I hadn't asked for it, despite clearly having requested it during my initial call. When I pointed out that I had indeed asked for a deferment, the representative acknowledged that they could have granted it to me and admitted the error. However, they refused to reverse the late payments and directed me to speak with a supervisor. The supervisor, named XXXX, exhibited extreme rudeness and refused to remove the late payments, citing a signed promissory note as the reason for his inability to take action. Moreover, when I requested to escalate the matter further, XXXX claimed that he had no supervisor or anyone above him within the organization. It was like talking to a company I never dealt with before. I was pleading with XXXX to listen and understand all these late payments were unlike me and due to covid. This has cost me sleepless nights, anxiety, shame, and embarrassment. it felt like he was taunting me by repeatedly stating ( you signed a promissory note ) over and over again. Subsequent attempts to rectify the situation proved equally frustrating. When I contacted Navy Federal on the XXXX and the XXXX of XXXX, I was advised to contact the credit bureau myself, despite Navy Federal being the entity responsible for reporting the late payments. I explained that I needed Navy Federal 's cooperation as they were the ones who reported the late payments. However, their response was indifferent to my concerns, despite my never having missed a payment and my utilization increasing due to relying on credit cards to cover living expenses. On XX/XX/XXXX, I made another call and this time I was informed that if the error was Navy Federal 's fault, they would remove all the late payments. I emphasized that I had specifically requested their XXXX policy and was denied it, thereby confirming their responsibility in this matter. Unfortunately, this conversation offered no resolution to my credit report predicament. I have been a loyal customer of Navy Federal for 10 years and have always maintained a pristine credit history with all my creditors, and I have refused to work with any other bank. I had no late payments before I fell sick. I am a member and hope to be a member forever. I never anticipated that they would treat me in such a callous manner. As a XXXX individual, I am devastated by the repercussions of these late payments, as they will significantly impact my credit score for the next seven years. It is deeply unfair and unethical that I will be nearly XXXX XXXX XXXX before I can regain eligibility for credit, potentially jeopardizing my ability to secure housing due to rising rental costs, if I decided to want to relocate or downsize I'm now stuck. With the way the economy is now the worst thing to have is bad credit, if my car breaks down I'd be stuck without transportation. credit affects every area of your life now. Therefore, I kindly request the assistance of the Consumer Financial Protection Bureau in investigating this matter and intervening on my behalf to have the late payments from Navy Federal removed from my credit report. The actions of Navy Federal have caused me significant distress and financial hardship, and I believe their refusal to rectify their errors is a clear violation of fair practices. Enclosed with this letter, please find relevant documentation, including records of my communication with Navy Federal, to support my case. I trust that the Consumer Financial Protection Bureau will thoroughly investigate this matter and ensure that appropriate action is taken to rectify the situation. Thank you for your attention to this urgent matter. I eagerly await your response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/XXXX around XXXX I received a notification from XXXX XXXX stating that a new collection was added to my credit report as I proceded to go take a look I noticed it was from a navy federal creditor in which was reopened by a collection agency by the name of XXXX XXXX XXXX XXXX I was stunned to see that over XXXX $ was used on a credit card that I had NOT a piece of knowledge about or how it was even put in my name l check my credit and monitor it daily and wasn't sure how this could even be possible. The date it said it was opened was back in XXXX XXXX on the XXXX, I was never aware of this problem until the date XX/XX/XXXX I've contacted Navy Federal stating my situation and all other credit bureaus such as XXXX, XXXX, and XXXX and also obtained a police report to report identity theft in an attempt to get the problem removed, disputed, investigated and resolved.This Problem Has had me stressed since the day it occurred and hope it can get fixed as soon as possible
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Navy Federal Credit Union is continuing to collect insert late fees and interest on a contract that was rejected and replaced with a promissory note that included no interest and no late fees. Navy Federal Credit Union is reporting this account as a charge-off although they are still receiving monthly payments on this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: As of XX/XX/XXXX, I contacted Navy Federal Credit Union, regarding the maturity date of the loan. I was advised the last payment was on the month of XXXX of XXXX. I started payment on this used car auto loan as of XX/XX/XXXX, the loan term was 72 months, due to financial difficulties including during the covid lockdowns I had no choice but to request a deferral, I was advised those payments will be added to the end of the loan, therefore they extended the loan from 72 to 82 months, which documents of the deferral were not available to me during that period. When I contacted the bank on the above date mentioned, I asked if the last payment is on XXXX why do I have a balance left of XXXX, they said thats from the deferred payments owed including interest. This is extremely confusing to me since the bank is trying to get me to pay by XXXX that lump sum or refinance and pay XXXX $ for 24 additional months that would be a total of 8 years and 10 months which is longer than 82 months. Since XXXX I have requested documentation regarding the deferral, such as when I requested the deferral, when I started payment and when does payment of deferrals end. I was told XXXX times by XXXX different agents including a supervisor the documentation has been mail and I will receive it in 7-10 business days. I contacted the bank today XX/XX/XXXX because XXXX yet to receive the documents. I spoke to a supervisor and she sent them in my banking mail center today since I havent received them by mail. Im still questioning why they extended the loan for 82 months only to add additional months. I was also explain I was being charged everyday interest for those deferred payments. I understood during Covid shutdown getting a deferral would help but instead is hurting me because I have one income and thats XXXX. I shouldnt owe nothing else after 82 months. I need guidance I believe NFCU is taking advantage of me. Also because agents didnt have a way of explaining for my purpose I recorded the conversation. I attached what I received today from my online banking.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I spoke with a representative from XXXX credit bureau. I informed him that the po box they have listed XXXX XXXX XXXX XXXX NJ XXXX is incorrect. I asked him to remove the incorrect address. He informed me that he would not remove it because a creditor ( Navy Federal Credit Union ) shows this incorrect address. This is my account and I am informing them it is incorrect. Why would he not remove this and go by a creditor, who has incorrect information. This inaccurate data can affect my credit score.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08021
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I am currently XXXX XXXX and requested SCRA benefits through Navy FCU and have not received them. I've had my Navy FCU credit card since XX/XX/XXXX and I received my 2nd call to XXXX XXXX in XX/XX/XXXX. I faxed Navy FCU the Request for SCRA Benefits on XX/XX/XXXX. When I called a month later to check on the status they said they had a six month long backlog. During the past few years, as a healthcare provider, I have been working on the frontlines of the COVID pandemic. During this time, instead of Navy FCU decreasing my interest rate to the maximum of 6 %, my rate increased from 10.99 % to 15.74 %. This practice is not compliant with the SCRA law and so I am submitting this complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85304
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: On XX/XX/XXXX, Navy Federal increased my interest rate from 5.49 % to 15.35 % on my used auto loan. The reason for the increase was they never received a title with Navy Federal as a lien holder. I opened this loan in XX/XX/XXXX and never received any written correspondence from Navy Federal about this matter. Navy Federal could not provide any proof they sent any correspondence giving me notice that they did not have a title in hand. I discovered this matter when I noticed the interest rate increased. After I provided the title with Navy Federal as the lien holder, on XX/XX/XXXX, Navy Federal converted my interest rate back to 5.49 %, effective XX/XX/XXXX and not XX/XX/XXXX. I have requested for Navy Federal to backdate the change to XX/XX/XXXX but they have refused, stating that they did not receive the title until after their 90 day grace period. This is incredibly unfair because I was under the impression that the dealer I purchased the vehicle from submitted the title to Navy Federal. After researching this matter with the DMV, it turns out that the dealer also did not submit the title to the DMV.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: XX/XX/2023, I saw an ad on offer-up for a car for around XXXX. I took out a navy federal loan to purchase the car. I NEVER RECEIVED THE CAR. I got scammed. The seller deleted his offer-up account. Navy federal froze my account as well because I couldn't provide information about the car ( I couldn't provide information about the car because I didn't receive it ) I have spoke to navy federal 5-10 times about this situation. They are no help at all. When I spoke to navy federal in XX/XX/2023, they told me they put a freeze on the sellers account. and they froze the check as well. The money that wasn't spent from the check would be credited to the car loan ( since I never received the car ) Its XXXX and the balance have not been updated. Why am I paying for a car, if navy federal told me they froze the seller account and check???? The balance needs to be applied. If navy federal froze the money my loan amount needs to be updated ASAP!!!! Ive also been receiving letters from navy about getting the title for the car. or else my interest rate is going to increase. I DID NOT RECEIVE THE CAR. Why is this not on my file? Im tired of calling nonstop! They are doing NOTHING about this! If they froze the seller account and check, the balance needs to be applied to my loan!! According to the representative, the sellers cashed the check, and navy froze the money so why isn't my loan balance updated??? this needs to be fixed ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32907
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A