Date Received: 2022-08-06
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: NAVY FEDERAL CREDIT UNION CLOSED MY ACCOUNT WHICH IS UNLAWFUL PURSUANT TO 12 CFR 10002.7 SUBSECTION ( XXXX ) ( XXXX ) TERMINATE ACCOUNT AS WELL AS PRIVITY OF CONTRACTION - PRIVITY IS A DOCTRINE OF CONTRACT LAW SAYS CONTRACTS ARE ONLY BINDING ON THE PARTIES TO A CONTRACT AND THAT NO THIRD PARTY CAN ENFORCE THE CONTRACT OR BE SUED UNDER IT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: in XX/XX/2022 Navy Federal has written off the alleged debt of {$15000.00} as a charge-off. A Charge off by law is " the writing off of a debt and termination of collection activity without release of personal liability. '' According to the IRS Publication site Navy Federal are to File a 1099c for any amount over {$600.00} and send the consumer a copy of the filed form. Also amount would be now considered income for me the consumer and they must remove this account from my credit report. The CRAs can not report income, the can only report debt. I want this matter investigated immediately. I will not hesitate to reach out to the IRS and TIGTA to do an investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 477XX
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello I tried to submit my XXXX payment online but online portal would not work for me. I ended up calling in to nfcu to submit a payment over the phone the lady told me I was good to go and told that XX/XX/2022 payment was successful. Come XX/XX/2022 I look and see that I'm charge for 2 months due to the representative not handling my account properly. I have never had a late inquiry applied from any account but due to navy federal costumer service I'm now dealing with this issue this was not a error on my end.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29170
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been sending the same paperwork to underwriting on more than two occasions. The loan advisor is always busy and gave me the impression that all my documents were in order and misled me in thinking that I was getting approved. He mentioned that the underwriter wanted a document from the VA about a disability annuity that I was receiving. I told them that I was receiving an annuity from XXXX from my Postal retirement. I last spoke to my loan advisor on the XXXX of XXXX and I specifically asked him about my DTI. He stated that it was fine. This is the reason Im filing the complaint. XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08003
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I consulted with Navy Federal Credit Union, which I have been a member since XXXX, before applying to inquire about a mortgage. I specifically wanted to if my student loans ( which are in good standing ) would keep me from getting a loan. After speaking to a representative for approximately 20-30 minutes and him advising me that I should not have any problems since I had never been in default. I then applied and was pre-approved for a {$370000.00} mortgage based off of my based off of my debt to income ratio to include my student loans ( I have a copy of the pre-approval letter ). I found a condo ( new build ) that turned out to be less than the amount that I was originally pre-approved for ... the amount of the condo is {$340000.00}. After 21 days and fulfilling requests made by NFCU ( adding additional money to the down payment ( additional {$500.00} to already {$18000.00} down ) as well as paying off additional credit cards ), they denied me saying that my debt to income ratio was too high. It makes no sense to me that I can be pre-approved at a larger dollar amount ( {$370000.00} ) with a higher interest ( 7.5 % ) rate on XX/XX/XXXX and then no longer qualify ( denied ) with a smaller loan amount of {$340000.00} and a lower interest rate of ( approximately 5.5 % ). I don't understand how both decisions that have been made have been done with the same documentation. When I applied for the mortgage loan on XXXX XXXX the questions that I asked which granted me the pre-approval were the exact same ; one in particular, my student loans. Currently everyone who has a student loan is in forbearance ( COVID relief ) with a zero payment ... ending on XX/XX/XXXX in which everyone will begin repaying on XXXX XXXX unless the President extends it. At that time, my Income Driven Repayment plan will begin, also at a XXXX payment. This was applied for and approved through the Financial Student Aid government website. The Navy Federal Credit Union ( NFCU ) requested that I get a letter from XXXX XXXX showing that my monthly payments will be zero... which I did. In fact, you've ( NFCU ) has requested that I pay an additional amount into my escrow... which I did ; NFCU requested that I pay off additional credit cards... which I did. All of this took place within 20 days or so ; at the same time that I am packing to relocate to VA to start my new job. One of the main issues with this is that I relocated to another state for a new job... so this is all on a timeline and the condo that I had selected was to be done in XXXX which is the approximate date that i had given the movers to deliver my things. Now that NFCU has now denied me, it has put me at a terrible inconvenience and have now inconvenienced others because of their last minute decision. I've gotten rid of furniture that I would need if I had decided to rent ( again ). I've been a member of NFCU since XXXX and since then, I've applied and approved for an auto loan ... at that time my student loans were much more ( I later decided not to refinance my car through the credit union ) ... NFCU has never had any issues with me or my accounts. I am so disappointed with how this has been handled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX, Message from NFCU ( Navy Federal Credit Union ) say that my account is temporarily disabled. XX/XX/XXXX, Message from NFCU that an investigation has been started on my account due to suspicious activity. XX/XX/XXXX : Spoke to agent in branch and discussed the situation, ( No Chat function for NFCU and call center wait times are enormously long ) Was told that the process can take anywhere from 30 days to 90 days depending on the amount or the activity. Also, was told that the account was frozen because of a number of attempted tries of debits and wires. XX/XX/XXXX : Reached out to call center to get an update and was told that there was no update, account frozen, investigation still ongoing, you will be reached out to if there are any questions. XX/XX/XXXX : Received a letter in mail, which is somewhere around here that the investigation is still on going, and that the fraud seems suspicious. XX/XX/XXXX : Reached out to call center and asked about status, still no answer. XX/XX/XXXX : Went to NFCU and asked about a fraud, and still no answer XX/XX/XXXX : Account is closed with no information. No further updates as of XX/XX/XXXX, XXXX waiting for this investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On the afternoon of XX/XX/XXXX, I lost my debit card at a local gas station. That gas station was a XXXX I believe, & it was for {$11.00} ( posted on XX/XX/XXXX ). The following day on XX/XX/XXXX, I went to order something online & logged into the Navy Federal Banking app to check my balance. I noticed my balance was significantly lower than I remembered. At that time, there were XXXX charges that I did not recognize. The charges are as follows : XXXX XXXX XXXX - {$61.00} XXXX - {$13.00} XXXX XXXXXXXX - {$6.00} XXXX XXXX - {$8.00} XXXX XXXX XXXX - {$91.00} XXXX XXXX XXXX - {$76.00} Total fraud claim amount = {$240.00} Upon learning of the unauthorized charges, I froze my debit card ending in XXXX to prevent any further charges. Later that evening of XX/XX/XXXX, I printed Navy Federal 's " Statement of Forgery '' form. I filled it out & submitted my message to Navy Federal via their banking app ( at the point of submission, it was a little past midnight on XX/XX/XXXX ; the confirmation number for this particular message thread is # XXXX ). The message I sent to Navy Federal was as follows : ***There are 6 charges on my account that dont belong to me. The last time I used my card was XX/XX/XXXX at a gas station. I went to order something online today, checked my balance & noticed the balance was lower than expected. When I looked through my pending charges, I saw the 6 aforementioned charges detailed on the attached Statement of Forgery. I cant find my card anywhere. I do remember when I was at the gas station I had my purse sitting on the trunk of my car while I was at the pump. At one point, i accidentally knocked it over. Everything spilled out of my purse. I thought I grabbed everything but in hindsight, I was rushing. I am also missing a small notebook I keep in my purse that has my work & email login info & a lipgloss. So far, those are the only XXXX things I noticed missing from my purse. To make matters worse, I have it setup on my account to recieve notifications of transactions approved on my account. The last notification I received was for that gas station charge & I'm really upset because had I gotten notifications for the other charges that followed, I could've caught this sooner. Please see attached for more info*** Later in the day on XX/XX/XXXX, I followed up with Navy Federal via the messaging app & re-attached my completed Statement of Forgery form, as I did not see it attached to my original message. Said follow-up response with the re-attachment of my Statement of Forgey form was attached to the message chain with conf # # XXXX. I did not get a response from Navy Federal on XX/XX/XXXX. Additionally, on XX/XX/XXXX, I got several email notifications that someone was attempting to use the frozen debit card ending in XXXX. On the afternoon of XX/XX/XXXX, I called Navy Federal via phone & spoke to two of their reps. I explained what happened with my debit card. I explained that I submitted a message via the messaging app outlining my complaint. I explained also that I was calling to follow up on the complaint I had already submitted via the Navy Federal messaging app. The first rep ( I am assuming this rep was a female ) ordered a new debit card for me & expedited the process. She then transferred me to a second rep ( I am assuming this was a male ). I re-explained the scenario to him & was specific in saying that I was FOLLOWING UP on a claim that I ALREADY SUBMIITED on XX/XX/XXXX via the messaging app. I was under the impression he took what was in writing within the messaging app & escalated it. On XX/XX/XXXX, I got a response in the messaging app that one of the aforementioned charges, the charge for {$61.00}, was denied because Navy Federal " determined that no error has occured '' ( message conf # XXXX ). I then called Navy Federal via phone again. I spoke first to XXXX, who then transferred me to XXXX. XXXX & I were on the phone for quite some time ( the call lasted approx 52 minutes ). It was on this call I learned that there was a fraud claim created for me on XX/XX/XXXX in the amount of {$440.00}. XXXX broke down the charges included in that {$440.00} claim, & we determined that within that claim, at least 2 of the charges included were not actually supposed to be included. XXXX concluded this is why my claim was denied. I explained to XXXX that I never created that fraud claim for {$440.00}. The fraud claim I created was for {$240.00}, which I had also already submitted in writing PRIOR TO this {$440.00} claim being created on XX/XX/XXXX. XXXX explained that, when I called in on XX/XX/XXXX, the claim I had submitted via the messaging app on XX/XX/XXXX hadn't actually been created yet. The second rep I spoke to on XX/XX/XXXX is the XXXX who created the claim for {$440.00}. XXXX admitted that Navy Federal made a mistake in processing my claim. So XXXX & I walked through the charges that were supposed to be included in my fraud claim, & we came to an agreement that my claim amount was actually supposed to be for {$240.00}. While on the call with XXXX, I received a message via the messaging app ( message conf # XXXX ) asking for additional information if I wanted to pursue a second review of my claim. They were asking me for information that had already been provided in writing when I initially submitted my fraud complaint on XX/XX/XXXX. XXXX advised me to respond to that message. He also advised me that he was modifying my claim & submitting something to the " back office '' so that they could review this. The message from Navy Federal that I was to respond to was as follows : XXXX XXXX XXXX XXXX Thank you for contacting Navy Federal regarding the debit card fraud claim submitted on XX/XX/XXXX on your Visa Check Card ending in XXXX. Based on a thorough investigation of your account activity, we have determined that no error has occurred. If you wish to request a second review of the claim, you must do so in writing. In your request include any additional information to aid in our decision along with the following : 1. Why do you believe your claim should be honored? 2. Was the card lost or stolen or not in your possession at the time the fraud occurred? 3. What date was the card lost/stolen or fallen out of your possession? 4. If the card has been in your possession the entire time, how do you believe your card information was obtained? 5. Have you ever allowed anyone to use your card? If so, how do you know this person ( s )? 6. If you received any merchandise from the merchant, is this merchandise still in your possession? 7. Did you authorize or participate in the charge ( s ) but there was some type of error or scam? You may send your written appeal or any correspondence via this message thread, you may also visit a Navy Federal Credit Union branch, if there is one in your area. We take the security of your accounts very seriously. If you are unable to complete the Debit Card Fraud Claim Second Review Claim or have additional questions, please contact us at XXXX On XXXX, I submitted the following response to the above message ( conf # XXXX ) : XXXX XX/XX/XXXX, shortly after midnight, a claim was submitted online via the messaging app. That claim was for a total of XXXX charges, all totaling {$240.00}. Along with my message, I sent a Statement of Forgery form, signed by me. I explained in my message that my card was lost on XX/XX/XXXX. I do not know who ended up with my card, nor did I give any of the businesses outlined in my Statement of Forgery consent to process any charges on my card. On XX/XX/XXXX, I called Navy Federal to check on the status of my claim. Unbeknownst to me, the claim I submitted online had not actually been processed yet. The rep I spoke with created a claim for me for a total of {$440.00}, which included accurate charges along with the fraud charges detailed in my Statement of Forgery. On XX/XX/XXXX, during another phone call, I learned my claim had been denied due to the fact that the rep I spoke with on XX/XX/XXXX included accurate charges into my claim ( which I never requested ; review the call ). The person I spoke with on XX/XX/XXXX figured out that the error happened on Navy Federal 's end & apparently sent some kind of notification to the " back office ''. He also requested that I respond to this message with answers to your questions. I have been wrapped up with a death in the family so am just now revisiting this. In a nutshell, my claim should be honored because there was legitimate fraud on my account. I did everything I could to stop it. When I discovered an error occurred, I froze my card immediately. I submitted the Statement of Forgery shortly afterwards. I called to check the status of what I emailed. The reason my claim was denied was because of an error made by Navy Federal. And I should not be help responsible for that. The card was not in my possession at the time the fraud was committed. In fact, after the card was frozen, I have email records of someone who REPEATEDLY kept trying to charge my card again. The card was lost on XX/XX/XXXX. No, I do not share my card with anyone because I dont anyone with my personal info. I never received anything from any of the businesses mentioned in my Statement of Forgery. No, I never authorized the 6 charges outlined. Additionally, out of the XXXX XXXX charges, after I reached out to them, they only issued me a partial refund of {$52.00}. So for that one, I am no longer claiming the original fraud amount of {$160.00}. Instead, I am claiming the difference of {$110.00}. I have also re-attached the original Statement of Forgery. *** On the morning of XXXX, I got the following response ( conf # XXXX ) : ***Our goal is to respond to your message electronically within two business days. However, there may be instances where extensive research or an increase in messages will not allow us to respond within the desired time frame. Your message is important to us, and we strive to reply as promptly as possible. We would like to assure you that Navy Federal makes a genuine effort to answer and rectify any issue ( s ) or concern ( s ) you may have in a timely manner. We extend our sincere apologies for the delay in our reply. We have thoroughly investigated your card fraud claim in the amount of {$14.00}, {$61.00}, and {$440.00}. It has been determined that no fraud has occurred. Any provisional credits issued will be reversed from your account in 14 days. A letter has been sent to your address on file. If you receive secure electronic notifications from NFCU you will receive an eMessage through Online Banking. Once the provisional credit has been reversed your claims will be closed. *** I then called Navy Federal AGAIN on XXXX at approx XXXX XXXX & spoke with XXXX who claims to be a supervisor. She said when XXXX submitted whatever he submitted, there were only XXXX charges mentioned as fraud charges. So once again, another error on Navy Federal 's part to correctly address my fraud complaint. She apologized & admitted that a mistake had been made on Navy Federal 's end AGAIN. So now, we have 2 separate people from within Navy Federal who admitted that Navy Federal made a mistake in the processing of my claim. XXXX put me on hold & claims to have re-created the claim & expedited it to a supervisor. She claims to have also attached my Statement of Forgery to whatever she did. I was on that call for 40 minutes. Additionally, she told me it could take up to 14 days to review something that was initiated on XX/XX/XXXX ( we are 15 days into this process at this point ). Because of Navy Federal 's consistent mishandling & overall gross negligence of my claim, I have decided to escalate this to the XXXX, as I no longer have the confidence that Navy Federal can correct my issue without me involving a third party. And it is sad that it even has to take all of this for me to recover such a small amount. It is these types of issues that undermine trust in the US banking system. I am the wrong person to mishandle & will keep fighting this tooth & nail until it is corrected because it is wrong for Navy Federal to continue to make so many mistakes in handling my claim. If I owed them money, they would not hesitate to keep coming after me for it. Therefore, I am holding Navy Federal to the same level of accountability.
Company Response: Company believes complaint is the result of an isolated error
State: MO
Zip: 63114
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I requested a preapproval and XXXX XXXX XXXX pulled my credit without my permission or signature. The date of this action was XX/XX/2021.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28314
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-01
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Back in XX/XX/XXXX I reported fraud to Navy federal credit union and my account was closed as result of it. I filed a police report, and I was able to get the charges resolved and everything stationed. Back in XXXX I have try to reopen my Navy checking account as my family members use this bank and my brother is in the Navy himself and I want my checking account back. i have tried to work with them as I send them emails, phone calls and mail notices, that I want my account back as it was due to fraud when it was XXXX back in XXXX. I have attached my inquires I have made with Navy via email as a screenshot attached. I hope to get this resolve and have a navy account back like my family members has.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Early in XXXX I was affected XXXX, and it affected me pretty badly, I didn't make any commissions and couldn't meet with any customers while I was ill. I contacted by lender and told them if I could put the payment on the back end of the loan since I was unsure when I would be able to work, and I also needed to make sure I had as much money available to me so it was a courtesy I was looking for. Last year I was affected by XXXX last XXXX and they moved a payment on back end for me. The rep did not mention to me that I was ineligible to put the payment on back end since it was already done within a 12 month time. She told me I would have a payment that would be due in the following month. I did not receive any notice that my approval was denied for the extension. As I recovered and was planning to catch up I received a notification that I received a 30 day late. I contacted Navy and they stated I would need to dispute it to the credit bureaus depsite the fact that they listened to the recording and they rep wasn't clear that I was denied or approved, and I never received anything from Navy stating that I wasn't approved. The supervisor I contacted stated he was going to put a recommendation to remove the late since I have never been 30 days late before and this was a misunderstanding.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A