Date Received: 2022-07-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XX/XX/2022 my mom and I went to the NFCU on XXXX XXXX to deposit {$3500.00}. We counted XXXX singles before we put it in the ATM at the ATM should be on camera for sure. Put my pin in and deposited the money. It took a while to count then it came up {$2500.00} counted. My mom and I said thats not right wheres the other {$1000.00}. I hit cancel and my mom went in the branch going off a little because it took the money. I still at the ATM. My mom approached XXXX the branch manager and they had words. He was VERY rude to her and disrespectful he thought she was a child or a friend of mines. I then came in and we deposited the {$3500.00} cash at the teller and still was explaining to them what happened XXXX came over and tried apologizing to us for being so rude and disrespectful once he realized that was my mother. In the branch we explained to XXXX what happened and showed him the {$2500.00} and the {$1000.00} was missing. He said calm down he does the ATM count himself on Monday and will credit my account Monday dont worry. Monday came didnt hear from XXXX at all. Im called the XXXX number Tuesday morning to follow up and explained I was concerned bc XXXX didnt even call to say anything about my money. I explained on the phone what happened and they put me on hold contracted the branch they said and said they were working on it. A few days later I called the XXXX number again yo follow up and they said they didnt know what was going on that they had the wrong ATM on there. Then they said they noted it all and will follow up with XXXX. A few days later I called again and they said XXXX was still working on it by now it was 2 weeks passed. Another few days I called AGAIN I called from out the country with my mom on the phone and they claimed they DIDNT have any records of any money missing and this was really really concerning to me. They told me to file a fraud transaction dispute that Monday XX/XX/XXXX when that made no sense to me when it was a dispute transaction issue with the ATM. Friday my mom and I went up to the branch and sat with XXXX and Will I believe and explained to them everything. XXXX acted like he didnt remember a thing. Which was surprising. We then explained to Tge other guy and he had no knowledge of what was going on. He said he got the claim and just rejected it bc they didnt find {$3500.00} I said it wasnt {$3500.00} it was {$1000.00}. He said after an hour Im the office XXXX n XXXX said they was submitting another claim. By the time we got home which was 10 mins XXXX had called on my cellphone saying it was denied! How is that possible??? And that is not protocol at all. I think someone there took my money bc it took NFCU weeks to correctly file the claim but XXXX had assured us he was counting the ATM that Monday and we never heard anything from him at all. My money is gone and missing. My mom is a XXXX and she is really upset how this bank handled this. My {$1000.00} is in that ATM or someone took it its that simple. we need the camera footage and NFCU is not cooperating with us. It should not take a whole money for a ATM transact dispute. Someone has my money and I got an eviction letter because of this. I need help. Please ( XXXX ) XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30180
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-08
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX, XXXX, and XXXX are violating the FCRA by reporting inaccurate information on my credit reports. The payment history states the wrong first date of delinquencies among various other inaccuracies such as : XXXX XXXX and XX/XX/2020 both report XXXX days late, XXXX- XXXX and XX/XX/2020 both report XXXX days late, and also XXXX and XX/XX/2020 report XXXX days late. XXXX Not reporting XXXX days late at all. All credit bureaus are reporting incorrect information. According to the FCRA, any inaccurate or incomplete information must be deleted. Please delete NAVY Federal CU charge off account from my credit report immediately. Thank you!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2022-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX has removed and placed back two fraudulent accounts from Navy Federal : fraudulent account number 1 is worth {$27000.00} and account number 2 is for a little over {$5000.00}. XXXX had received an FTC report back in 2019 on Navy Federal. Also, Navy Federal has been contacted by phone at XXXX. A certified letter is on its way next to Navy Federal at the address XXXX XXXX XXXX XXXX XXXX, VA XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30223
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: A fraudulent credit card account was opened in my name on XX/XX/2022 with Navy Federal Credit Union, using a fraudulent address and phone number, and around {$18000.00} was charged to the account. I noticed the account ( as well as the fraudulent address and phone number, and the credit inquiries in connection with opening the account ) on my credit report the following month and reported it the credit reporting agencies ( XXXX, XXXX, and XXXX ) in XX/XX/2022. I also called to report it to Navy Federal Credit Union on XX/XX/2022 at which time they indicated it would be reviewed, I would receive a letter within 30 days, and the account would be closed. The credit agencies responded to the disputes indicating they had reached out to Navy Federal and confirmed the account, and Navy Federal would need to let them know that the account was fraudulently opened before it could be addressed on my credit report. Since reporting to Navy Federal Credit Union on XX/XX/XXXX ( 65 days ago ), I have called Navy Federal at least 5 times to request an update, and at least three of those times, I have waited on hold for over 2 hours to talk to their security department, just for them to tell me they are working on it but can not provide any estimate on the amount of time it will take, and can not provide an confirmation by email or otherwise that anything is actually happening. Since Navy Federal has taken over 65 days to investigate a fraudulently opened account, the {$18000.00} credit card balance is now in default and my otherwise pristine credit score continues to drop precipitously by the day. As a result I am having countless difficulties : I was unable to open a desired credit card to receive travel points for a large trip and to purchase an engagement ring, I was planning to get off of my parent 's cellular plan but am not able to open my own line as a result of this issue, and I have been planning to purchase a house, which has obviously been put on hold.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-07
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/XXXX, a total of {$3000.00} has been represented to the account ending in XXXX, and Navy Federal had purportedly claimed after a secondary review, there was no billing error was found. Despite XXXX XXXX had informed the undersigned that under the new rules issued in XXXX, Navy Federal should not send an inquiry ( Retrieval Request ) to the merchant, as the new rules issued in XXXX imposed a strict 120-day time frame, and two ( 2 ) dispute limit per transactions, the issuer no longer requires any evidence to issue an initial decision. Because XXXX XXXX acts as the card network and issuer in most transactions, theyll rarely think they have insufficient information to make an initial decision, the chargeback then will be filed, and the transaction amount is immediately removed from the merchants account. For the record, XXXX XXXX had informed the undersigned that Navy Federal as the issuer had only sent out one inquiry to the merchant via the XXXX XXXX network. If a chargeback was issued immediately after a dispute is filed, the merchant can represent the transaction within 20 days of the chargeback date by providing evidence against the claim or accepting the dispute. Because it was an inquiry instead of a chargeback, the cardholder will not be able to review the merchants written response. The cardholder had no choice but to accept the representment, even though Navy Federal never adhere to the XXXX XXXX chargeback rules and guidelines, as amended in XXXX. On XX/XX/XXXX, a payment of {$3000.00} has been reversed. Per records, on Wednesday, XX/XX/XXXX, a payment to Navy Federal has been scheduled with an estimated delivery date of XX/XX/XXXX : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX PM XXXX XXXXXXXX, OK ; XX/XX/XXXX XXXX PM XXXX XXXX, XXXX. Navy Federal had processed photocopies of this bill payment with the virtual number of XXXX from a Business Interest Checking account ending in XXXX in the amount of {$3000.00}. A payment hold has been placed on XX/XX/XXXX, and when funds are cleared, Navy Federal released the payment hold. To address this, the Check Clearing for the 21st Century Act ( Check 21 ), allows a financial institution to create and send a substitute check that is made from an electronic image of the original check. If a substitute check must be returned unpaid because of insufficient funds ( a dishonored or bounced check ), the paying bank endorses NSF ( non-sufficient funds ) as the reason for the return on the top-left corner. In this case, Navy Federal should reverse the payment and release the payment hold, encodes a " 5 '' as the EPC on the MICR line to identify the substitute check according to XXXX XXXX, along with the routing number of the depository financial institution and the dollar amount of the substitute check, because substitute check is just an image and will never be signed. In this case, Navy Federal should encode this information on a return strip, perforated strip, or carrier document that the financial institution attaches to the dishonored substitute check. The bank then returns the dishonored substitute check through the routing process, and Navy Federal will become the reconverting financial institution and send a legal copy to the undersigned. Ultimately, there is a 40-day time frame limit from the date your financial institution provided the substitute check or from the date of the statement that shows the problem, in this case, the legal copy has been officially accepted on XX/XX/XXXX, and now if the payment is being reversed on XX/XX/XXXX, it is 3 days outside of the 40-day time frame.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with NAVY FEDERAL CREDIT UNION in XXXX and total amount of {$1900.00} was locked in my account and i have not been able to access my account since not to talk of withdrawing my available balance. All efforts made to contact the said bank have proved futile so far Below is the said bank details : Account Name : XXXX XXXX Account Number : XXXX Routine Number : XXXX Please treat this as urgent sir/ma as i am at risk of losing my money. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95205
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: These were paid accounts and were included in bankruptcy. I never received any response in spite of the many complaints I sent to them. XXXX XXXX XXXX XXXX XXXX Date opened XX/XX/2016 ; XXXX XXXX XXXX XXXX XXXX Date opened XX/XX/201XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23462
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I recently applied for a first time home buyer program with Navy Federal Credit Union which I was denied. I applied for XXXX, which the pre approval usually takes XXXX to XXXX hours which the representative told me. It has been over a week and did not hear any from the lender. I called to check on the status and was told my application was denied due to debt to income ratio. This seem strange because other lenders have me at a 47 % ratio which NFCU says I am over their threshold which is 50 %. I believe I was denied based on XXXX XXXX. I was told in 2019 that my credit was the problem which at the time was a XXXX, which now it is at a XXXX. NFCU approved me for additional credit card limit but not mortgage. These practices with these lenders/banks has to stop, it has hinder my family and myself with progress in life because of a person who makes those decisions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022, I opened an account with Navy Federal as my father was XXXX XXXX. Upon opening the account, I sent in the proper documentation to add my husband as a joint owner to the account as we share a bank account. Over the next few days, I called them as my husband had yet to be added to the account. Upon calling member services, and them speaking with the bankruptcy department, they informed that my account was closing due to bankruptcy being on file. Since then, I emailed the CEO of navy federal and informed her of the service I received, and my account being closed. The CEO, XXXX XXXX XXXX was disappointed with the services I had just received from member services, apologized and re-opened my account as the credit union is a second chance bank as well and that is not their values to close accounts like they did. However, the CEO was requesting that my account be opened back up. Since then, my account is re-opened, however, member services are still refusing to add my spouse to my checking and savings account. We share a joint bank account and always have. This is not the service I would expect to receive from a military bank in which my father served our country.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I called about get information on how there car loan program works sounded good applied only for that I was denied the loan told that I qualified for XXXX secure loan. I was assured no money would be on HOLD. BUT 24 hour hold on funds TO MOVE TO A SAVING ACCOUNT AND WOULD BECOME AVAILABLE ONCE THE FUNDS IS IN MY ACCOUNT LONG STORY SHORT THE REPRESENTATIVE MISLEAD ME AND SEVERAL OTHERS UNTIL IT WAS TO LATE
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A