Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Navy Federal ID : XXXX I refinance with Navy Federal on XX/XX/2022. The mortgage payment started on XXXX. It was set for automatic payment out of my XXXX checking account. I called on XXXX to see if my previous XXXX dollar toward my premium and bi weekly payment would transfer over automatically. They stated that the previous payment set up did not transfer over. That I would have to set up a new payment with them directly. I asked. if it was possible to just go on their website to set it up like the previous banks that owned my mortgage. XXXX stated that it was not possible to set up payments online myself and that I had to set it up by submitting a form online. I received a link on XX/XX/XXXX by XXXX ID : XXXX to my personal email. I submitted the form as instructed. I called the day after i submitted the ez-payment form to verify if they received the form and the member on the phone stated they did not receive it. I notified her that it was sent online just as requested and stated that she is unable to see it and if I could send it again. I was briefed by her that I needed to do a payment in advance in order to do the bi weekly payment. After she notified me of the advance payment, I notified her why is that part of the process? I did not had to do any advance payment with the previous banks to adjust my payments. She stated I had to do it that way. All though I was frustrated I notified her to take the advance payment and to set up the payment the bi weekly payment for XXXX. The part that was confusing in the conversation is that despite her saying she is unable to see my form, she knew the amount I submitted toward my premium. So not sure if it was miss communication but it was weird that if she didn't receive the form, how would she know the amount I put toward the premium. XXXX came around and since I am in XXXX busy with XXXX XXXX I do not check my statements. I received a phone call from Navy Federal toward the end of XXXX stating that my XXXX payment was overdue. It confused me and I asked the member how is it late when it was set up for auto draft. They were confused and asked if I stopped it. I said no I did not but that I called to set up a bi weekly payment and premium payment. They said it didn't go through and it irritated me. This is not the first thing Navy Federal has messed up. The refinance process took 3 month and they kept on losing paper work or not communicating they were missing forms. But that a different complaint. I spoke and notified the person that I'll do the payment but I need the bi weekly payment to go through for next month. They stated I had to pay a month in advance again, and I stated I set that up when I called on XXXX. She said she was unable to help and since I was busy with work I stated I will call back, but to please set up the auto draft payment. XXXX came now and I again started to receive phone calls that I am over due for payment. At this point due to Navy Federal cancelling my auto draft payment and not setting up my bi-weekly payment and additional payment to my premium is the reason for this complaint. Please let me know if you need any additional information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I'm an XXXX XXXX XXXX XXXX XXXX XXXX and has Navy Federal Credit Union online banking ( there is no local branch, neither does Navy Federal Credit Union have shared banking with other Credit Unions ). I requested Navy Federal Credit Bank {$50000.00} personal loan, which was immediately approved and I had it transferred to my savings account with Navy Federal Credit Union. I requested Navy Federal Credit Union to wire transfer {$25000.00} to an external personal Credit Union XX/XX/2022. They asked me to put it in writing and email to XXXX with a copy of my govt issued ID card, three signatures and 3 signatures and Code word. I submitted request as instructed. I didn't receive any confirmation of receipt of email, so I called them 48hours later. They informed me they received the email but my govt ID was blurry. I resubmitted XXXX XX/XX/2022 and once again waited to no response. Since XXXX XX/XX/2022, I have called Navy Federal Credit union on their toll-free number XXXX numerous times trying to get the security department to verify me, all I got was over 2 hours wait time then the call drops. On XXXX XX/XX/2022, I called the toll-free number, I was asked to resubmit my request and change my code name, which I did and resubmitted the request. On XXXX XX/XX/2022, I once again called and was asked to give the Security team 3-5 business day response. When I requested to speak to the department head, they once again put me on a 2:27 min hold before the call dropped. I have gone to the extent of sending a friend to local Navy Federal Branch in XXXX Texas to verify the email and my current situation ( keep you on hold for 2 hours, and not respond to any emails ) and provide me their local branch phone number While the branch refused to confirm or deny, they handed him a business card with the same toll free number XXXX. I called the call center and had them patch me to the XXXX branch, who refused to verify me or help me and asked me to call the toll free number. My online account has been blocked ; any efforts to have Navy Federal Credit Union activate it has been futile since they say they can not until their Security verify me or clear the situation. The loan payment is due XXXX XX/XX/2022 and I can not get access to my account nor the money they loaned me. Navy Federal Security department contact me via email ( as they have send me verification codes every time I call so they verify my phone call ). In addition, they say they can not call me because of time difference. Even though I've indicated am available 24/7 and there is only an 7 hour difference between us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have a checking account and debit card with XXXX XXXX XXXX XXXX XXXX. I needed to make a cash deposit to an ATM, but there were no XXXX ATMs in my area, however they are part of the XXXX ATM network, where I should be able to use any XXXX ATM to do certain transactions, as far as I knew. I found the nearest XXXX ATM that said it accepted deposits, which was a Navy Federal Credit Union ATM attached to a Navy branch ( address : XXXX XXXX XXXX, XXXX XXXX, TX XXXX ). On XX/XX/22 at approximately XXXX XXXX, I used this ATM to attempt to make a cash deposit. The amount of cash was {$270.00}. I entered my XXXX debit card ( ending in XXXX ), entered my PIN, and selected cash deposit and entered the cash into the machine as instructed. The machine spent several minutes making noises as if it was counting the cash and then an error message appeared on the screen " Unable to return your cash ''. It then printed out a receipt that says : " We encountered a problem returning your cash. Please contact your financial institution. '' It also has the timestamp and the ATM # which is " XXXX ''. I went to the Navy FCU branch in person on Saturday XXXX and briefly spoke with an employee who only told me that I had to contact my credit union to file a claim. I have contacted XXXX by phone many times over the past few days and have spoken with no less than 5 employees in the payment services department and the claims department, who have repeatedly told me that they have absolutely no way to initiate a claim with Navy FCU because there is " no record of a transaction on their end, so there is nothing to file a claim over. '' I have also spoken with the ATM services department at Navy FCU over the phone, who also told me that they need XXXX to initiate a claim with them to start the process of returning my funds to me. So it has come to this, I have both financial institutions giving me the run around. My cash is physically in the Navy FCU ATM and whenever they audit it they are going to find the overage, and I don't know how they are going to return the funds to me because XXXX is refusing to help me or coordinate with Navy FCU in any way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76107
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: XX/XX/XXXX, Navy Federal Credit Union was notified by phone of my desire to rescind the alleged debt. In XXXX my desire to rescind the consumer credit transaction was faxed to Navy Federal 's dispute office. I asked for this consumer credit transaction to rescinded pursuant 15 USC 1635 of the Truth in Lending Act. My request has been denied numerous times by Navy Federal Credit Union without explanation. Navy Federal Credit Union has never responded to my affidavits in regards too this alleged account. Navy Federal has mailed 4 promissory notes that do not hold my wet signature. Those promissory note were mailed to me the natural person after I request debt validation pursuant 15 USC 1692g I demand Navy Federal Credit Union produce the actual promissory note or remove themselves from all consumer reports, and zero out my balance while removing all negative remarks form my consumer reports immediately. Navy Federal is attempting to ruin my credit, by refusing my request to rescind this transaction. NFCU I demand a copy of the promissory note. As a debt collector NFCU is attempting to violate 15 USC 1692e ( 4 ) and 15 USC 1692f ( 6 ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am writing this due to non-compliance with the CRA XXXX and XXXX. They have failed to remove information that was affiliated with personal details that were challenged in the past. I strongly believe that they are in violation of the FCRA and are outright refusing to uphold the law.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Complaint vs Navy Credit Federal Union I've been dealing with this Loan Company since last year. I received a denial letter. I have the funds, the credit score and they have the audacity to say that I have lots of delinquents accounts. My credit score is XXXX and I am sure they ran my credit score more than once. I am an XXXX woman and XXXX. This Credit Union has the same complaints that I have from other customers, and no one is doing nothing about it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I reviewed my credit report and found these accounts being reported improperly. These accounts have caused me undue financial harm and great stress. I've since needed to take XXXX XXXX due to my heightened stress levels. I have put Navy Federal on notice about these accounts but nothing has been done. The following accounts are being reported in violation of my consumer rights. 1. NAVY FCU Account Number : XXXX 2. NAVY FCU Account Number : XXXX These accounts are in violation of : 15 USC 1666 ( b ) ( 2 ) A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose. 15 USC 1681 ( a ) ( 4 ) No written permission was given to furnish information onto my consumer report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20784
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed on a jewelry investment I wiredXXXX XXXX bank my bank seemed not to get my money or report XXXX bank for laundering money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 714XX
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
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: I had a charge back from XXXX XXXX XXXX XXXX did the refund on XX/XX/2022 for an original charge on the XXXX of XXXX. I got worried after a while since the credit was not showing up on my account. I did some research and contacted XXXX XXXX 's legal department and they sent me the paperwork that they had in fact done the credit for and told me to call the Navy Federal credit union. I called Navy Federal and they did not have the credit. While I was walking to the gym, I came up with the idea that maybe the credit was put on the old card and it was not transferred to the new card so I called Navy Federal and asked them to do research and my hunch was correct. I was so XXXX off that I wanted to talk to a supervisor. The supervisor told me they were aware of the mistake on my account but the exact mistake was just caught by me first. Really? If you knew of the mistake, why set on it for 3 weeks. If you knew of a mistake, as a bank why not do more research and get it corrected before the customer had to spend a lot of time correcting it. The supervisor lied to me. Navy Federal and the supervisor had no clue of the mistake. They simply lied to lessen the severity of the mistake that the bank did. Why not just say that a mistake had occurred and it would be corrected as soon as possible and they would look into how it will not happen in the future. All calls were legally recorded by XXXX XXXX so there would be no more lies on Navy Federal 's point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89169
Submitted Via: Web
Date Sent: 2022-07-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am distressed that you have included the information below in my credit profile and that you have failed to maintain responsible procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that bureaus report 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. the following information, therefore, needs to be re-invested. I respectfully request to be provided proof of this alleged item, specifically the contract, note, or other instrument bearing my signature. I have attached the FTC identity theft report including all inaccurate information. Failing that, the item must be deleted from the report as soon as possible, As the item is inaccurate and incomplete. please delete this misleading information, Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A