Date Received: 2022-10-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A scammer logged into my account on XX/XX/XXXX online checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday, XX/XX/2022, {$45000.00} was deposited into my Navy Federal Credit Union Checking account via XXXX XXXX On Tuesday, XX/XX/2022, Navy Federal froze all my accounts and placed a hold on {$15000.00}. This was the remaining balance after 15 transactions. Upon inquiry to Navy Federal regarding the hold, they informed me the deposit was alerted by XXXXXXXX XXXX as a deposit into the wrong account. I stated to NFCU, that it was not in the wrong account. My account was the correct account, and I can prove it. I received a call on XX/XX/2022, from NFCU asking about the deposit. I explained the situation and did NOT give my consent for the funds to be returned. I was asked a second time by the representative about my consent to return the funds. I denied it by saying no. I do not consent to my funds being returned. Those are my funds. How did the $ XXXX deposit become a transaction in question? Because my business partner sold a property in his name. He instructed XXXX XXXX to deposit the funds into my account directly. As this business relationship soured, he went behind my back, lied to XXXX XXXX, and told them he gave them the incorrect account information. After he received his cash withdrawal from the transaction. Which I can prove. My portion owed from the $ XXXX was {$15000.00}. His portion was {$25000.00}. Which equals {$40000.00}. {$5000.00} was utilized to remedy existing business expenses paid from my account for both of us. Which I can prove in receipts to 3rd parties. The bank has the receipts also as a record of transactions. This business relationship I can also prove this, and I am also his legal power of attorney. Therefore, the amount of money frozen was my $ XXXX. The remaining balance. As NFCU investigated the so-called fraud, I was never contacted other than that one phone call. I have never received not one letter, email, NFCU app e-message, or text. To this date of this complaint, XX/XX/2022, I have not received any written correspondence from NFCU in regard to this matter. I have not been officially notified by written correspondence of a fraud investigation on my account. The communication has been one way, me calling NFCU to be updated on my account status. Friday, XX/XX/2022, I called NFCU at XXXX. I was on the phone until XXXX XXXX. Three and a half hours. In an attempt to discuss this matter and gain in-depth details about it. I called at XXXX and spoke to XXXX. She informed me that {$9000.00} was returned to XXXX XXXX. {$6000.00} was pending review. The security department authorized the decision based on the fraud investigation. The processing department is who actually issued the refund. I was then transferred to XXXX in the Wire department. From there I was transferred to XXXX who informed me to speak with the security department. I was on hold for 45 minutes when I decided to call on the other line to see if I was forgotten. That's when XXXX informed me the wait time was over 2 hours because it was 90 calls before mine. Clearly, this wait time is unacceptable, yet NFCU seems to be perfectly fine with allowing customers to wait that length of time. So I asked to speak with a supervisor. I was then transferred to XXXX. She informed me it was a 1 to 3-business-day wait on the security department. She advised I call back in the morning at XXXX XXXX. It was a Friday, so Monday was the next business day. I then asked about the wait time at XXXX XXXX, and if it is guaranteed, I would be connected to a live person. She informed me the wait time is still 2 hours, but it's best to call when they open. I asked, how is it best if it's not guaranteed I won't be placed on hold 2 hours because those 90 other people aren't calling then also? I was in disbelief that NFCU was aware of the absolutely unacceptable wait time yet is allowing it. No alternative was offered other than calling back and waiting. XXXX seemed to be impatient with my questions about the quality of the customer service. She withheld the name of her supervisor. When I asked to speak with the supervisor to complain about the wait time. She said ma'am there is no solution for you in this phone call. I agreed and asked how in XXXX an international banking institution doesn't have a phone call queue set up. When the wait time exceeds 10 minutes, the phone number is placed into a call-back queue, and when the number reaches the top, the number recorded is then called back. She agreed to escalate my complaint to a XXXX XXXX. Which I have not heard from until this present time. Regarding my {$15000.00}, $ XXXX was returned without my verbal or written consent, and the $ XXXX that is pending review was also escalated to Supervisor. A 3-4 business day wait for a return call. Upon my 3-and-a-half-hour phone call and wait time these questions were asked and could not be answered. Question 1 : How was the investigation conducted? I have been banking with NFCU for 13 years and have experienced 4 fraud investigations that I initiated, and 2 XXXX initiated. Of them I was called and questioned, a letter was sent, and the proof was requested to be submitted. If I needed to prove anything on my behalf. At this point, I was transferred to XXXX in the security department who was working remotely from home. To answer my question, I was put on hold. When he returned, I was told that XXXX XXXX requested the funds to be returned due to the money being deposited into the wrong account. Question 2 : How did XXXX XXXX prove the deposit was placed into the wrong account? His answer, once a bank sends an inquiry to NFCU about an incorrect deposit, NFCU simply honors the inquiry and returns the funds. They are required to do this. Its policy. Question 3 : Can I have the policy stated to me or can I find it on the website? He said he did not know the policy or where to find it. I asked whether he could find out. He placed me on hold and came back 15 minutes later and said it was an FDIC and XXXX guideline. I asked for specific guidelines. He could not recite it. Question 4 : So how does NFCU honor a request? What is the actual process? He answered after a 15-minute hold ; he said a Hold Harmless letter is submitted. XXXX XXXX submitted a Hold Harmless letter and NFCU honored it. So I looked up a Hold Harmless letter, and this is what I read : " A Hold Harmless Agreement is a contract between two parties designed to release one or both parties from legal claims. Most often, one party agrees not to sue the other party for any expenses, damages, or losses arising from a transaction or activity between the two parties. The agreement defines the activity or transaction for which the other party will not sue. A Hold Harmless Agreement may apply to one or both parties. Using this document is helpful when another is using your property or performing services for you. You may also be asked to sign a Hold Harmless Agreement when you participate in an activity hosted by another party. Other names for this document : Release of Liability, Liability Waiver, Hold Harmless Letter. '' ( www.rocketlawyer.com ) Question 5 : So NFCU signed a contract with XXXX XXXX without my consent? If the money was refunded, it was not your money XXXX said. Really? How can you say this with no proof? Question 6 : So if it wasn't my money why was I called and asked do I consent to a return of funds? I said NO! Question 7 : If the money was not mine why was the money returned on the 29th day and not the next business day of the inquiry? XXXX didn't know. The bank is required to respond in no more than 30 days for an investigation. Also, I was not notified of the agreement to disagree with it. Therefore I was added to a contract I had no knowledge of, and my funds were returned without my written or verbal consent. This is fraud. Question 8 : Who was involved in the investigation and why was I not notified in writing? XXXX said the bank does not have to notify me. The particular person investigating was not an individual but a multitude in the department. Question 9 : Is this a new policy that XXXX adopted, with no notification of investigation? He said no. I said this was the 1st investigation I was not asked to submit information. Question 10 : Other than the Hold Harmless letter, did XXXX XXXX provide any additional documentation of proof? Not that he sees or knows of. Question 11 : When will my {$6000.00} be reviewed for release? He can't say. He can not see that money on his screen. Question 12 : Who else is responsible for the decisions made on this transaction? That department or the checking/savings department. The supervisor is made aware of my request. In my opinion, NFCU committed a fraudulent act on my behalf by agreeing/making me a party to the Hold Harmless letter. The lack of investigation, no proof was asked of me to be presented to prove my side of the transaction is gross negligence on behalf of XXXX. I experienced discrimination, total disregard, unprofessionalism, injustice, and indecency. I was more than willing to cooperate. I called in 2x to inform NFCU of this. I waited 40 days to be disappointed by NFCU not working in my interest as a 13-year customer. Just as they have done in the past regarding investigations. Due to this treatment of injustice, I would not recommend this bank. Before this experience, I would have recommended it. This experience was eye-opening, and I am baffled by the handling of this situation and the phone wait time, which is all new to me. This has caused me a great deal of stress, anxiety, and migraines. My quality of life was greatly impacted. Upon this complaint, I demand a return of my funds to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX {$11000.00} XXXX XXXX XXXXXXXX Account Closed Last Updated : XX/XX/2022 Credit Usage no knowledge of any closed account for XXXX, XXXX noone is responding to me, my credit score was XXXX 6 months ago and all of a sudden i have XXXX late payments from companies and accounts i dont know of
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Navy Federal Credit Union is the lender for my mortgage. In XXXX I called them to request forbearance under the CARES Act. When I called to request forbearance, the operator told me that by requesting forbearance it would impact my ability to obtain loans and asked if I wanted to proceed. I asked her why and how if technically under the CARES Act, the lender is supposed to continue to report the payments as being current if the borrower has been current on their mortgage. She then told me that it was up to the credit reporting agencies to decide how they would report the information on my credit report. I again asked her for more information since Navy Federal is not supposed to change its reporting. She ended up telling me that Navy Federal would most likely not extend credit to me during this time and asked if I wanted to proceed. I said yes. As we were going through the process, she also explained that after coming off of forbearance I had the option to pay it back in a lump sum before describing other options. She then read me the other options. During my time in forbearance, I received mailings telling me I was at risk of foreclosure. When I called back about two weeks ago to request to remove forbearance, the operator led with a lump sum payment first and asked if I wanted to proceed. I told her I wanted all my options read before I picked which was best for me. After going through the process, the operator also told me that I had to wait a few days to fill out paper work that would be available through their E-system and was told NOT to make a payment until the paperwork process was complete. She also said the papework had to be physically signed and returned by mail. This process is not yet complete though I have returned the paperwork. I went in today, XX/XX/XXXX, to check my credit reports and XXXX has a line next to my mortgage that states : " deferred, payment date not reported ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Navy Federal Credit Union has failed to comply with a requirement of law. 12 CFR 1026 ; 12 CFR 1660.3 ; 16 CFR 660 Appendix A III ( c ) ; III ( H ) ; III ( M ). Navy Federal Credit Union has violated 15 USC 1681S-2 ( F ) ( ii ) ( I ) ; 15 USC 1681S-2 ( a ) ( 1 ) ( A ) ; 15 USC 1681a ( 2 ) ( A ) ( i ) ; 15 USC 1681S-2 ( F ) ( ii ) ( I ) ( ii ) Reporting Except as provided in clause ( iii ), if a furnisher makes an accommodation with respect to 1 or more payments on a credit obligation or account of a consumer, and the consumer makes the payments or is not required to make 1 or more payments pursuant to the accommodation, the furnisher shall ( I ) report the credit obligation or account as current ; 15 USC 1681S-2 ( a ) ( 1 ) ( A ) a ) Duty of furnishers of information to provide accurate information ( 1 ) Prohibition ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 USC 1681a ( 2 ) ( A ) ( i ) 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report con Navy Federal Credit Union has had prior notice that they are violating my rights and willfully violating my rights as a federally protected consumer. I have complied and followed my requirements and responsibilities as a federally protected consumer. My disputes and supporting documentation show that Navy Federal Credit Union had prior knowledge and opportunities to cure the inaccurate and incorrect data and information that should be excluded from my consumer file and consumer reports. Navy Federal Credit UnionXXXX ' failure to comply with their responsibilities and requirements as a Furnisher of information to Credit Reporting Agencies has caused actual damage to me and my character, profile, my well being, and mental stability. Per FCRA they are civilly liable to me. I have advised them of the incorrect reporting information, and shown evidence and supporting documents that they are continuing to violate my privacy and confidentiality, in reporting this information on my consumer files and consumer reports which should be excluded by law. I ) demand that you step in and not only get them to respond but, hold them accountable, and make them update my consumer file and consumer reports, to 0 % Utilization and delete all Late payments associated with tradeline immediately. I have exhausted all that I, can do by myself to amicable get this information and data corrected by Navy Federal Credit Union. I am soooo frustrated at how I am being treated. Please I ask humbly for your assistance and protection, and power to correct this ASAP. Please do more that just get Navy Federal Credit Union to respond to this notice. I want actual change. I demand that my rights be protected and Navy Federal Credit Union be forced to correct my Consumer File and Consumer Reports to reflect as XXXX XXXX rights intended. My privacy be protected, and Navy Federal Credit Union made an example of for not complying with their responsibilities as a furnisher. According to 15 USC 6809 ( 4 ) ( A ). The term nonpublic personal information means personally identifiable financial information 1. Provided by a consumer to a financial institution. 2. Resulting from any information with the consumer or any service performed for the consumer ; or 3. Otherwise obtained by the financial institution. Further, pursuant to 15 USC 6809 ( 5 ) the term nonaffiliated third party means any entity that is not affiliate of, or related by common ownership or affiliated by corporate control with, the financial institution, but does not include a joint employee of such institution. Therefore, as per the literal interpretation, the organization named XXXX, XXXX XXXX, XXXX are nonaffiliated third parties and your institution has violated the provisions of 15 USC 6802. Navy Federal Credit Union has still violated the provisions of FCRA ( Fair Credit Report Act ). Under USC 1681a ( d ) ( 2 ) ( A ) ( ii ), the Consumer Report will not include any information communicated among persons related by common ownership or affiliated by corporate control. Further, 15 USC 1681a ( d ) ( 2 ) ( A ) ( ii ), states that if the Company wants to communicate other information among persons related by common ownership or affiliated by corporate control, it shall be clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer shall be given the opportunity to direct that such information not be communicated among such persons. Therefore, your Company ( Navy Federal Credit Union ) has not only infringed my right to privacy but also violated multiple Federal Laws. I hereby request you to delete the below-mentioned information from my Consumer Report ; From XXXX XXXX XXXX # XXXX, XXXX. Late Payments XXXX Credit Card Usage 0 % percentage or Credit Card XXXX 0 % Navy Federal Credit Union and XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have continually advised you and given you opportunities to correct this information. The please correct this information as I have asked or I will be forced to consult attorneys and file litigation against each you. As you all have been advised and are willfully- non compliant and civilly liable to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75181
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX a woman on XXXX contacted me about Covid-19 stimulus check designed only for military member and show me fake proof of how many other service members she had helped. The process was if you have navy federal credit union bank or XXXX bank you are qualified for this type of stimulus check. She put me on contact with someone she said was her manager to walk me through the process. The guy claimed to work for Navy Federal and told me about how much money I was qualified for. He made me took loan and applied for credit card for total amount of {$29000.00} and the payment was made in three deposit. He told me none of this were going to show on my account and there were nothing to worry about that the money was legit and navy federal does not really want its customers to know about this type of funds. I had to sent him {$7000.00} then {$3500.00} and after that he told me to take out {$6500.00} out of my credit card for cash advance and send to him. They used my credit card to buy things at XXXX. When I was realized it was a scammed and such thing does not exist I reported those transactions to navy federal and they hold me liable for that they do not care about me being victim of a scam. I sent them a written letter about why I should entitled a refund they denied it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32839
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Hello, my name is XXXX XXXX XXXX, and I am writing to delete the following information in my file. The items I need deleted are listed in the report. I am a victim of identity theft and did not make this change. I ask that the items be deleted to correct my credit report. I reported the theft of my identity to the Federal Trade Commission and I also have enclosed copies of the Federal Trade Commission 's Identity Theft Affidavit. Please delete the items as soon as possible. Based on, 15 U.S. Code 1681 B- Permissible purposes of consumer reports subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other 15 U.S. Code 1681C-2- a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft, not later than 4 business days after the date of receipt. It's been more than 30 days and you as the credit reporting agencies are in VIOLATION of this law because I am a victim of identity theft! Please remove these accounts as soon as possible!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are 4 things as well as inquiries on my credit report that are not mines. I have disputed these things by letter and through the credit report company XXXX. I would like these things to be taken off my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23222
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Getting the loan
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for a refinance of personal loan over the phone. I later received an email saying I was approved for the loan. It included the details of the loan terms, interest rate and payment amount. At that time, based on the details, I decided not to go forward with the loan because the interest rate was higher than I was already paying. I notified Navy Federal credit Union that I did not want the loan. The representative said she would cancel the loan. Later that day, I received another email from Navy Federal Credit Union saying I was not approved for the loan. I feel that this was in retaliation because I did not accept the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Threatened to contact someone or share information improperly
Subissue: Talked to a third-party about your debt
Consumer Complaint: Navy Federal Credit Union states in their " Important Disclosures '' that Navy Federal does not share personal information about their customers with nonaffiliates. I am opting out of ALL sharing to non affiliated third parties and they need to remove my personal information from all credit reporting agencies asap. There is no law that say they MUST report my personal information and I, the consumer, have a right to privacy according to the Privacy Act of 1974.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A