Date Received: 2022-12-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX XXXX XXXX XXXX debit card was stolen and fraudulent transaction occurred. I notified them the following day. After a 10 day investigation my claim was denied.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60438
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On or about XXXX or XXXX I purchased a prepaid " credit card '' from Navy Federal Credit Union. Even though this was my money initially it was XXXX of my money, my funds, I closed out this card in XXXX with a balance of XXXX of my money that I put on it, it was a pre paid card through Navy Federal Credit Union. This Credit Union put this pre paid card in collections, and then it turned into a charge off? I asked numerous times why would you put a pre paid card in collections especially a charge off? Your answers were above and beyond stupid!!! Your answers to me were " well whatever was left on your card when closed it in XXXX went into your savings account? '' REALLY NAVY FEDERAL then how come I am getting a statement once a month with {$10.00} in my savings account? I paid the XXXX knowing that was wrong, your slacking Navy Federal, I asked for a letter of paid off balance with my own money, I have been run in circles, how hard is that Navy Federal, no wonder you have had several civil law suits against you, you were shady in the early XXXX and your still shady. YOUR ANSWERS TO WHY YOU PUT A PRE PAID CREDIT CARD IN COLLECTION THEN CHARGE OFF, BOGGLES MY FREAKING MIND, AND YOUR ANSWERS ARE RICDICLOUS!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Navy Federal Credit Union has reported a charge off on my credit report. It is illegal to post income on my consumer report. According to the IRS, a charge off is income that the company has to file on a 1099-C and they never sent me a copy of the 1099C. Furthermore, I never gave written permission for this information to be furnished and they are violating my right to privacy. Account XXXX Account XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I have an account with navy federal and I suffer from XXXX I had an episode went to the hospital and someone used my account in the process to deposit a check and withdraw the funds. I have no way of knowing who did it because I was in the hospital and it left my account in the negatives how do I fix it because I cant open a bank account now
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Good morning, with great disappointment I must say your company has humiliated me, treated me with bad intentions, and made a circus animal out of me. I called in for one simple thing that turn into accusations, being treat out of name being called sir multiple times after constantly saying I was woman. I called in because I was told via a XXXX message to call in to finish setting up my business account which turn into something totally different. They interrogated me about my account then told me I had to change my password which I opted not to do then I was refused to speak to business team which I ask for a supervisor whose name was XXXX who has the be most absolute worse employee that could have been hired for a customer service job. He told me he had to change it so when I said no he implied my account wasnt mine so I ask if it wasnt mine and you felt that way why would you be willing to change it then he had no answer. Preceded to tell me that I wont get any help unless I go in a branch and he will make sure of it so he flagged my account. Spoke with another supervisor who said same they cudnt talk me for a fruad hold to go in a branch which come to find out XXXX knew it wasnt any branches 25 mile radius of my zipcode. I call in again another supervisor made me send documents in. I had to send it multiple times with multiple things along with a picture of me with which is absolutely ridiculous. I felt beyond humiliated I am asking for a immediate remedy. I have been in touch with my lawyers which I dont want involved if dont have to be but these practices are unethical discriminatory and completely unacceptable. So what can you do to savage a customer cause at this point I am beyond flustered and refuse to deal with this any longer. All to set up a account to give the company money not purchase ask for a loan credit card simply set up a business acount to build a better relationship to be treated in such dismay I clear with the branch XX/XX/2022 spoke with XXXX I sent in documents various multiple times via mail and via email XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, we been dealing with unsafe discriminatory practices for two months. They keep refusing to help or take me off this block I have sent in passport XXXX XXXX id selfie and went into a branch. Every time I call in I am being called sir and transfer and block out my account this has been the worse experience of my life.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Good morning, I have recently submitted, per US UCC Code 3-104, a notarized negotiable Instrument to Navy Federal Credit Union , to settle the Credit Card debt . Sent in a certified letter ( attached ). Also, per the Fair Debt Collection Practices Act, I requested the company to send me the Generally Accepted Accounting Principles ( GAAP ) Ledger ( the account Navy Federal Credit Union used to loan me the money in order for me to use the credit card ) according to the Fair Debt Collection Practices Act. Instead, I was provided a Payment History which is not in accordance with the Fair Debt Collection Practices Act per my request, to which they are in violation. Section 809. Navy Federal Credit Union is also in possession of my Original Promissory Note. They did not return the Original Promissory Note, nor with a legitimate written explanation as to why their organization is exempt from United States legislation, UNIFORM COMMERCIAL CODE or why the Legal Instrument is unacceptable. To which I assume they've monetized it without my permission or knowledge due to its non-return. Per my original letter stating they are to return the original document or it would be considered theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Good morning, I have recently submitted, per US UCC Code 3-104, a notarized negotiable Instrument to Navy Federal Credit Union , to settle the Auto Loan. Sent in a certified letter ( attached ). Also, per the Fair Debt Collection Practices Act, I requested the company to send me the Generally Accepted Accounting Principles ( GAAP ) Ledger ( the account Navy Federal Credit Union used in order to give me the Auto Loan ) according to the Fair Debt Collection Practices Act. Instead, I was provided a Payment History which is not in accordance with the Fair Debt Collection Practices Act per my request, to which they are in violation. Section 809. Navy Federal Credit Union is also in possession of my Original Promissory Note. They did not return the Original Promissory Note, nor with a legitimate written explanation as to why their organization is exempt from United States legislation, UNIFORM COMMERCIAL CODE or why the Legal Instrument is unacceptable. To which I assume they've monetized it without my permission or knowledge due to its non-return. Per my original letter stating they are to return the original document or it would be considered theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I am writing to request an investigation into, and routing action undertaken for a balance transfer check in my name sent to XXXX XXXX payments department. On XXXX XXXX, XXXX, I initiated a balance transfer offer through my XXXX XXXX XXXX account. My goal was to transfer owed debt in the amount of {$3900.00} from my Navy Federal Credit Union XXXX XXXX XXXX XXXX credit card, onto my XXXX XXXX. However, though I listed my name and account number correctly, I mistakenly listed the payment address as [ XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX ] which I later learned should have been [ Navy Federal Credit Union XXXX XXXX XXXX XXXX, XXXX, VA XXXX XXXX. I only realized this discrepancy after the new debt of {$3900.00} posted onto my XXXX XXXX statement on XXXX XXXX, XXXX, but I had not received the same amount to pay down my NFCU XXXX XXXX card. I called XXXX to correct the error, but was informed by their customer service that the check had already been processed and cashed. XXXX has sent me a copy of the physically mailed check ( enclosed ) as their proof a balance transfer payment check was sent out in my name. As the address was wrong, the check should have been returned to XXXX. XXXX XXXX cashing this check should not have been possible seeing as XXXX XXXX itself does not manage my account, NFCU does, but I did my due diligence and called XXXX XXXX customer service to request the balance transfer check either be routed back to XXXX or forwarded on to NFCU. However, my attempts by phone with XXXX XXXX have been rebuffed, representatives telling me that because neither my name nor account number are able to be pulled up by their system, they could not help me and could not locate the check information I provided them. I have already escalated my case with XXXX, which their XXXX response team has issued a statement on ( attached ), and I have even gotten representatives from XXXX and XXXX XXXX on a call together without resolution. XXXX has explained they can not recall the check themselves now that it has been cashed by XXXX XXXX. My bank, NFCU, similarly has told me they can only confirm they never received the check, and do not have the ability to request it be rightfully routed from XXXX XXXX. I have enclosed the following with this letter : XXXX. My initial XXXX XXXX letter indicating I initiated a balance transfer through them XXXX. The copy of the balance transfer check sent by XXXX to XXXX XXXX ( sent XXXX XXXX, reflected on my XXXX statement XXXX XXXX ) ( front and back ) XXXX. XXXX statement explaining they had sent the check XXXX. XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX response to my inquiry XXXX. XXXX XXXX XXXX XXXX letter attesting to XXXX XXXX XXXX that they never received the balance transfer check XXXX. My XXXX account statement showing {$3900.00} added balance transfer debt on XX/XX/XXXX I will include my NFCU XXXX account number for reference in the next section, but know this will not be found in XXXX XXXX ' system as it is an NFCU card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21061
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2021, the Navy Federal Credit Union, XXXX, MD, accepted a check fraudulently drawn on my bank account at XXXX XXXX. The original check was signed by XXXX XXXX, my spouse/joint account owner, and made out to XXXX in the amount of {$34.00}. The check was altered, naming the payee as XXXX XXXX, with an amount of {$6800.00}. My wife 's signature was forged. Navy FCU stamped the back of the check with " XXXX. '' Upon discovering the forgery, my wife and I notified XXXX XXXX, produced affidavits, etc. So far, XXXX XXXX advises that we pursue relief from Navy FCU. Navy FCU has been aware of this fraud since at least XX/XX/2021, when they contacted me about it by automated voicemail. Despite my many attempts to contact Navy FCU about this, the FCU has refused to discuss it. It appears the NAVY FCU payed the check without adequately confirming the payee 's identity. If XXXX XXXX has or had an account, then FCU should have recovered the funds from him upon discovering the fraud. If XXXX XXXX was not a customer when the check was presented, Navy FCU should not have paid it. Another possibility is that a person other than XXXX XXXX presented the check. I would appreciate your assistance with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20815
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To Whom it May Concern, I am contacting you on behalf of my wife and myself. This past year, we decided it was time to sell our home. Trusting Navy Federal Credit Union, we reached out to them about a potential buyer who was interested in buying our home. With the current state of the market, the potential buyers were interested in assuming our mortgage. In XX/XX/2022, we connected with the collateral assumption loan department and spoke with representative XXXX XXXX XXXX to initiate our request. Unfortunately, our troubles began the moment we connected with XXXX XXXX. It became quite apparent that she was unfamiliar with the process. From XXXX XXXX telling us that we could not let a non-veteran assume our mortgage to not responding to our calls for quite some time when we informed her this information was incorrect, we had concerns. When we finally heard back from XXXX XXXX and learned our request was in fact a possibility, she provided incorrect instructions and sent us the wrong contract. When we respectfully requested a new representative, we were told that no one was familiar with the loan assumption process and that we would likely have the same issues with anyone assigned to our case. While we were not expressed with the service and did not like this response, we tried to be patient with the process as we were on a timeline due to our pending move. However, issues persisted. From XXXX XXXX being unresponsive and failing to return our calls, sending repeat requests for documents we previously sent in, and offering little to no updates to the buyers with whom she had an obligation to communicate with, she failed expectations. There were times where my wife elected to call the main Navy Federal Credit Union line directly after leaving a message with XXXX XXXX, to request information on what we as the sellers needed to do to move the process as she received responses from other representatives. Furthermore, on one account, when we finally made contact with XXXX XXXX after all parties could not reach her, when asked why no calls were returned, to include the buyer 's title company calls, she responded, " I did not feel as though you alls calls warranted a response, '' or words to that effect. I want to be very clear on the fact that we understand the need to protect the buyers privacy and abide by confidentiality rules. We relayed this to the entire team especially after XXXX XXXX informed us of her obligations to the buyer. However, XXXX XXXX failed to return our calls when it involved our requirements at the initiation of the sale and failed to return the buyers calls throughout the sale. Moreover, she failed to exercise professionalism and due diligence at the end of the day. After hearing that the buyers, their agent, and their escrow company constantly had trouble reaching XXXX XXXX, we stepped in to assist with reaching anyone from Navy Federal Credit Union. We contacted XXXX XXXX XXXX, who said she was XXXX XXXX supervisor. We expressed that we were having a challenging time with XXXX XXXX and Navy Federal overall. We relayed that she was not returning calls from all parties. Though XXXX XXXX responded to me via email and expressed her desire to help our situation, her phone call with me suggested otherwise. After voicing our concerns about our home transaction, she laughed at me, refused to offer her position title, and refused to provide her supervisor information upon request. Furthermore, she even went as far as to change her tone, tell me to play back the recording which I took as her talking down to me, and attempted to end our conversation because " you did not have anything else to say to him. '' We are now attempting to contact XXXX XXXX 's and XXXX XXXX 's assistant manager, XXXX XXXX XXXX. However, at this point, we are beyond frustrated with the service we have received. We were told closing was to occur in XXXX, on XX/XX/XXXX, and on XX/XX/XXXX. However, the buyers have not received important final details to include official approval to proceed with the loan assumption and the closing costs. Since XXXX this whole transaction has caused turmoil for our family. In the midst of a PCS, we had to educate ourselves on a process Navy Federal Credit Union knew little about. During this period, we were affected mentally as we attempted to sort through such a huge financial transaction. We also were affected financially as we also had to come out of pocket for expenses to include paying for two homes as the process continued to drag out and paying for an assortment of home related expenses after being told we had a definite closing date. To add insult to injury, as of XXXX XX/XX/2022, XXXX XXXX recommended to the buyers restart the process since it has taken so long. Additionally, we were told that XXXX XXXX instructed the buyers to ask us, the sellers, to decrease our agreed upon selling price of the home by {$35000.00}. As members of Navy Federal Credit Union, we found it disingenuous and improper for our financial institution making negotiation behind our back. After 90 days, we felt we had no other option but to reach out to move this transaction forward. Navy Federal Credit Union prides themselves with being veteran centered. However, the treatment and service we have received is well below expected standards. We question Navy Federal Credit Unions service to us as the sellers. At what point does it matter about the sellers in the loan assumption process? Not once did anyone reach out to us to follow-up on how our process was going, share updates with us, address our concerns about how XXXX XXXX was doing. While this may not fall in line with XXXX XXXX job requirements, we continuously voiced our concern with her and other representatives about how Navy Federal Credit Union was handling our case and the response we received was I can not help you without reference to who could address our concerns. Due to the poor response, we reached out to our Senator 's office to express our concerns and to get involved. In response to getting higher leadership involved, Navy Federal resolution team 's informed us that they would reach out to us to offer information on our case. However, their response fell well below-par. Believing our case would warrant an apology, explanation, or even action to fix the hardship we faced. XXXX XXXX, Navy Federal Credit Union 's representative, offered something different. In our conversation with her, it is apparent that Navy Federal was insensitive to what had transpired and had not read our letter of concern we submitted. From the beginning of our conversation with XXXX XXXX, she blamed the buyers for failing to communicate a Navy Federal Credit Union policy to us the sellers, recommended the buyers go elsewhere for services, and indicated that there was nothing else to be done since the account is now closed. Even after we explained the finances and trust we put into this sale and the deviation in Nevada law, XXXX XXXX responded our case is not expectionable. If Navy Federal Credit Union were to waive any requirements for our case, they would have to do so in every other case. Our response to this insensitive statement is that if Navy Federal Credit Union is handling cases similarly to how ours was handled, there should be waivers for exigent circumstances in place to rectify such service. We were not interested in a call where Navy Federal Credit Union offered weak justifications. Instead, we hoped for an apology for the below-par customer service we received and a resolution. We negotiated and made transactions for over 90 days to be told of a requirement the week of closing. Understanding closing on a house is fluid, how Navy Federal Credit Union went about this transaction from start to finish with the various representatives we communicated with was a horrible and stressful experience. Perfect customer service takes a lot of work to achieve. However, professionalism, competency, and compassion is masterable. I can count on one finger how many times I was disappointed in customer service to the point I felt as though I had to reach out. While this is the second time, this experience rises to the top of that short list. This entire transaction has us questing our continued service with Navy Federal Credit Union. As a veteran myself and my Active-Duty military wife, I would expect better from Navy Federal Credit Union XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89012
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A