Date Received: 2022-07-23
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: It was several bank account that was closed due to fraud activity, that someone stole my information and my identity.Also i had and credit union account with Navy Federal and XXXX XXXX that was also closed at time i was in XXXX XXXX my account with Navy Federal was hack where someone had my information and despoit a fraud check also with XXXX where they are saying that i cash the same check with XXXX XXXX and XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/2022 I checked out of the XXXX XXXX XXXX using my Navy Federal XXXX XXXX Credit card ending in XXXX with the card name XXXX XXXX. The total charge upon check out was {$11000.00}. This charge posted on XX/XX/2022 to my statement and was paid. Subsequently, on XX/XX/2022 this charge reappeared on my statement with the same transaction date of XX/XX/2022 for the same amount. After noticing this and calling the bank, I was told that it must have been a hotel error and that this charge could NOT be removed while investigating. The hotel only sees one charge. I've only been to XXXX ONCE and I did not make this XX/XX/XXXX charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have XXXX hard inquiries on my credit report that I didnt approve or authorize
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-23
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: XXXX XXXX has been initiating transfers between my checking accounts without my authorization in order to compensate for a negative {$50.00} balance. This balance has been that way for less than 30 days and am currently awaiting a deposit. I have overdraft protection which withdraws from savings. I contacted Navy Federal Credit Union on XX/XX/2022 at XXXX pst because they made the same transfer and notified them that was not authorized to refund the money back to its original checking account, they acknowledged the error and immediately corrected it. On XX/XX/2022 they again made another transfer between checking accounts without my consent. I contacted them on XX/XX/2022 at XXXX pst to correct this issue yet again. They said they have the right to move money around any XXXX of their members accounts in order to cure a negative balance whenever they want and that it was in their initial terms of service when I initially opened the account also that each member is bound by these terms when opening an account through XXXX XXXX. I then asked them to provide me the original terms of service for when I opened the account the representative responded with " I do not have the terms of service for when you opened the account, only the newest terms if you don't agree with the terms then move your finances to another banking institution ''. I then asked why yesterday the issue was acknowledged but now it is a complete change in story. XXXX the representative I was escalated to said he would have to investigate it then hung up the phone. This is a banking institution that handles the management of my funds and countless other members. An institution who is not telling their members that they are moving members funds without authorization of the account owners. The conversations were recorded by Navy Federal Credit Union
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2022-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: This is hurting my credit score which is very important to me. I know you will understand me in this situation this is becoming a frustration to me. I don't know what's happening to my credit report and I don't how you guys come up to this conclusion and report it on my credit report. This is very stressful for me because I always pay on time. Under 15 USC 1666b this billing error must be corrected because I always pay on time this is clearly a discrepancy on this account which clearly violates the 15 USC 1666 ( b ). Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated in the law. NAVY FCU XXXX XX/XX/2021
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Unauthorized credit inquiring's- credit pulled XXXX XXXX & XXXX, XXXX - shouldn't have pulled my credit 2 times in a week! Also shows inquire for XXXX XXXX, XXXX - I didn't apply for a loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom it concern, In XX/XX/2022, I applied for A Navy Federal Credit Union membership. In response to opening a new membership, I was approved for both personal and business checking accounts. Although its proven I was a victim of identity theft. In XX/XX/2022 I was notified by XXXX, XXXX, and XXXX that my personal information has been found and used multiple times on the darkweb/scam websites. In which caused for multiple banking accounts, and other accounts to get hacked. Navy federal is refusing to investigate, the unexplained/unauthorized transactions. Both accounts personal and business is constantly being hacked. After my own thrall investigation. I mentioned to Navy Federal Credit Union that their were multiple unauthorized devices attached to my accounts. Although my debit cards are saved to my phone, and multiple online platforms, Such representatives are acting as if its my fault for the reoccurrence. By Navy Federal not providing any provisional credit for the unauthorized charges, both accounts remains negative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-22
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have tried to work this out with Navy Federal Credit Union to no avail. I consistently make payments on this account to have them canceled by the creditor. The XXXX is in violation of the FCRA. The creditor continues to report a " payoff '' amount to the credit bureaus instead of the actual balance. If all of these issues below are not resolved we will be forced to take legal action against NFCU. Also, I was never told that getting a lower interest rate will extend the life of the loan. I contacted XXXX federal regarding a personal loan and some discrepancies on my credit report. This was not rectified after speaking with several individuals. XXXX had been reporting my loan pay off instead of the actual balance to the credit reporting agency which lowered my score. XXXX had engaged in predatory lending. I had XXXX forbearance 's and now the loan jumped from XXXX months to XXXX months which I did not agree to. I tried to return the loan but XXXX refused so I began sending them money back and never withdrew the money out of the account for the first few months while transferring the money back to them. Also the inability to make payments from external accounts and no reduction in loan amount after paying back XXXX XXXX dollars, a XXXX worth of payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, between the hours of XXXX EST. I used the XXXX XXXX ATM machine located at XXXXXXXX XXXX XXXXXXXX XXXX, XXXX FL XXXX. I made XXXX separate transactions that totaled {$2000.00} dollars. The funds were posted to my account on XX/XX/2022. However, they only posted funds in the amount of {$1700.00}. Navy Federal Credit Union confirmed XXXX transactions. Transaction # XXXX. In the amount of {$740.00} dollars, Transaction # XXXX. In the amount of {$700.00} dollars, and Transaction # XXXX. In the amount of {$280.00} dollars. One single deposit transaction is missing. A single deposit in the amount of {$300.00} dollars was not posted to my account. I have contacted XXXX XXXX regarding this missing deposit, and they keep telling me about the posting date of XX/XX/2022. I have requested a transaction history for XX/XX/2022. I know that whenever I use my debit card the transaction date should be reflected on the account as well as the posting date because in some cases the dates may be different. I have received conflicting information about the transaction dates. First, I was advised that the cash deposit date was on XXXX XXXXXXXX XXXX and after I questioned them about why the cash deposit had not posted the same day because it was deposited that morning, I was later advised that the deposit was on XX/XX/2022. I do not believe my dispute was thoroughly investigated and I would like to know what happened to the missing deposit. There's a surveillance camera on the building and it's aimed directly at the atm machine that I used. I would like to request an investigation to review the surveillance and confirm the ACTUAL DATE OF DEPOSIT ( NOT THE POSTING DATE ) and the number of deposits shown. I am demanding that Navy Federal Credit Union investigate this complaint and correct any errors made to my account regarding this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX, an unknown individual opened a credit card at Navy Federal Credit Union ( NFCU ) using my identity. The account was closed on XX/XX/XXXX but still remains on my credit score. It has negatively impacted my credit by approximately 150 points to a low of XXXX points on XX/XX/XXXX. I have never had any kind of banking relationship with NFCU. As of today ( XX/XX/XXXX ) when I checked my credit report, the fraudulent account status shows as " Collection/Chargeoff '' with a balance of {$7100.00}. I became aware of the identity theft in XXXX and reported the fraudulent activity to NFCU on XX/XX/XXXX, speaking to XXXX from their security department ( XXXX ). He indicated a typical timeline of 10-15 business days to investigate and resolve with a letter being mailed to me to indicate final outcome. I called NFCU again on XX/XX/XXXX, speaking with a XXXX from their security team, who could provide no additional information on the status of my incident and said they are addressed in order they are received, suggesting there was high volumes. I called NFCU again on XX/XX/XXXX and spoke with XXXX from their security team. She could also not give me a much of an update but did seem to indicate it was taking a longer time than expected. She escalated my incident to her managers. I called NFCU again on XX/XX/XXXX and spoke with a woman from the tier 1 help desk team. Every previous time I called in and transferred to the security team, it took at nearly 1.5 hours to get transferred and I didn't have time to wait on this occasion, as the hours overlap with my job 's hours. The help desk operator offered to send an instant message through an internal system while I was on the phone to XXXX, asking her if there was any updates to my incident that she could relay to the help desk/ me. There was very little update other than her managers had been made aware. Finally, I called NFCU again today ( XX/XX/XXXX ). After transferring from the tier 1 help desk team to the security team, I sat on hold for 2.5 hours before someone from security picked up. I spoke with XXXX. She indicated that since this was a fraudulent credit card, that someone from the Card Fraud Prevention ( CFP ) team would need to be involved. This was the first time I'd heard that information. XXXX also indicated that CFP isn't a public facing team. She put me on hold to find out what status could be ascertained. She indicated that my file had been escalated and also acknowledged my incident was taking a longer than typical time to resolve. While NFCU didn't steal my identity, they clearly have gaps in their identity verification process that allowed a fraudulent account to be opened initially. Further, their customer service organization is a disaster. The wait times to speak with their security team are always over an hour. In addition, they forbid their tier XXXX security team members from making outbound calls or communicating via email, making contacting them a herculean task. Finally, the visibility they can provide into your incident is extremely limited. All the while, your credit score is being wrecked. Given that NFCU markets itself as an organization dedicated to serving our military XXXX XXXX, I would suggest that based on how challenging it has been for me to get this resolved, it would be nearly impossible for a XXXX XXXX XXXX to have any ability to successfully solve an incident like mine. They should be required to fix their internal security problems ASAP or be barred from referencing the XXXX XXXX to create a perception of creditability as an organization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A