Date Received: 2022-05-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a long time Navy Federal Credit Union member. I'm a also XXXX XXXX, a single dad, and a former XXXX business owner. Somehow either through the dark web or some other resource my information was leaked and used to make XXXX of thousands of dollars of purchases I did not make. I bought this to the attention of my bank and they claimed to do an investigation. They provided me no information and of course denied my claim. I then gave my tax documents proving I wasn't even in the U.S. at the time of these purchases. They credited my account about 4 % of what was taken then adjusted the account leaving me in debt with them. I have asked multiple times to be provided the information they used to investigate my claim and I've been told no every time. They've went as far as to say I would need a warrant from the police.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60623
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX charged my bank account fraudulently. I called the bank and they said " Call XXXX first and see if you ca ] n get a refund. '' That's exactly what I did. I was refunded my money. Unfortunately, my account was negative solely because of the fraudulent charge. I had money in my other checking account so Navy Federal took it. from that bank account to help pay for the overdraft. I was still left with a balance from an unauthorized transaction. The money should have never been transferred because the charge was fraudulent from another company. I did not participate in these fraudulent transitions so I shouldn't even have a negative balance. I got my refund. but not in its entirety. I still had a negative balance from the XXXX fraud chart. So when my refund came it was not a full refund because it paid the overdraft. I asked for my {$240.00} because it had nothing to do with me. XXXX said no I need to use the refund to replace that money. Which is insane. The money was so low because it had to pay for the unauthorized transaction. I want my money back from my other account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I was made aware that my identity was stolen towards the end of XXXX. I was made aware and contacted Navy Federal Credit union in XXXX that there were was a check/savings account opened and a credit card in my name with them. Since then, they closed the accounts but are still reporting the credit card as unpaid and it is financially hurting my credit and i am unable to be approved for a mortgage/ other credit because of this issue. I called in XXXX and they said they still are working on it. It should not take 4 months to get this resolved. ( I had a XXXX XXXX opened in my name because of this identity theft and that was already resolved ). In XXXX i sent them an email with my police report and ID 's so they can validate it was not me and still did not hear anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 181XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX I looked at my credit report due to my bank account had a fraudulent check that was trying to be posted. Upon review I noticed that there were recent hard inquiries that were applied to my credit report that I did not recognize. Dates are as Follow. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, all inquiries not attached to a live account for the date XX/XX/XXXX, and the fraudulent attempts was reposted by all 3 credit Bureau XXXX XXXX, XXXX, and XXXX ). I show XXXX has 11fraudulent reports, XXXX has XXXX, and XXXX XXXX. I SPOKE WITH the companies about the inquiries and was advised there was nothing they could do. I would have to Dispute the changes to my credit with the XXXX XXXX. I now and in the future will only accept live inquiries posted to my credit report. I have always declined any services that would not follow the state Bank terms & conditions regarding the double-dipping policies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-05
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: On XX/XX/XXXX, I called to apply for a credit increase for my credit card. The limit is {$20000.00}. I'd requested the max limit, a {$50000.00} credit limit. I didn't have a specific expectation, but I did expect Navy Federal to at least run my credit and assess everything fairly. The customer service representative to my information during the application process, such as income, address, and other information. After I gave this information, the representative provided a mandatory statement before submitting my credit application. The representative stated that my credit would be checked during this process, and there would be a hard inquiry on my credit report. Because this was mentioned, I was under the impression that a current credit/more up-to-date credit score would be used during the decision-making process. After seeing no inquiry on my credit, I called back to make sure everything was ok. The representative said that the process would take 24-48 hours. I called back a day later to find out the status and was informed that I was declined an increase based on my credit report. I'd asked about my credit being checked and if I could dispute this, which I did. I was denied again. I asked them why a new credit report was never pulled for my credit. The representative said they used a credit report from XX/XX/XXXX, an old credit report. I'd explained that I was under the understanding that they would run a new credit report, which they never did. I spoke to a supervisor on XX/XX/XXXX to ask what the procedure was during the application process. She explained that a hard credit inquiry should happen, but they can use a soft inquiry or use an older credit report. I asked her how this provides an accurate and fair result during decision-making. I also asked why anything was mentioned about a soft inquiry during the statement made before the application was submitted and why the customer wasn't notified about this hidden process. She exclaimed that even though it's not mentioned to the customer, that Navy Federal Credit Union has the option to use an older credit report on file to make their decision, even if a new credit report will yield a better result/outcome. I explained that I'd been a customer for over 20 years. I've always made an effort to keep my accounts in good standing. None of my bank accounts were delinquent, all of my loans and credit cards were not late, and I have almost {$12000.00} of income that comes into my Navy Federal accounts between my employment and my XXXX XXXX checks. I'd just paid my car off in total, and my credit score had gone up tremendously because of that. I felt that I was not being treated fairly as a customer. They should have used a new credit score/check when making their decision and not one that was almost seven days old. I am very disappointed not because I was declined but because I don't feel that this decision was based on anything accurate or fair. If they were going to use an old credit report, I should have been made aware of the statement given before my application was submitted. This is no longer about a credit increase but unfair practices. As soon as my XXXX account is ready, I will go back to them and remove Navy Federal Credit Union accounts. I feel insulted, and I've wasted my time and money trying to make sure I keep my bank accounts in good standing and re-coop any losses that I may have caused navy federal. They probably will never change the way they treat customers, but at least they won't ever get the chance to be mistreated again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2022-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I checked my credit report in XXXX and found a credit card that I had no knowledge of. I contacted the bank and filed a dispute with XXXX online. A month later, XXXX reported that the item has remained unchanged. I called Navy Federal again and spoke with a security representative, who informed me that the account was still under investigation. I also spoke with an XXXX representative who opened up another dispute. I filed an FTC report XXXX. I called Navy Federal again and they informed me that the account was expedited and I would hear back in a week. I did not. on XXXX I was notifed by experian that the account remains unchanged. I called Navy Federal again on XXXX and spoke with XXXX in customer service and XXXX in their security department, only to be told that the account was under investigation, they could not release any information to me, and there was a checking and savings account opened when the credit card was that they did not inform me of. My credit is going down expotentially and interest is accruing on this account as they investigate. I asked if there is anything else I can do and they told me that I have to wait.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: The navy federal Credit Card has to be one of the worst cards to have, High-interest rates along with so-called cash advance charges that no one can explain, they will not negotiate a lower interest rate to help veterans on fixed incomes, there seems to be something very disturbing about there debt collection practice 's I personally think they only want soldiers and vets to stay in debt so that they will never pay off their credit card charges with all of the XXXX!! charges, I will let every vet, XXXX XXXX whoever will listen Do not get a credit card from Navy Federal Had a better experience with XXXX,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: XX/XX/XXXX - Navy Federal Credit Union added a " 30 day late '' on my credit report for the month of XX/XX/XXXX for a missed payment of {$610.00}. I have never been late on ANY credit card payments for ANY company. Navy Federal Credit Union never sent me an email, hard copy statement, or a telephone call saying that I owed money on my credit card statement. XX/XX/XXXX - I called Navy Federal Credit Union to dispute this derogatory on my credit report. I also made a dispute with the credit bureaus. The manager at Navy Federal Credit Union who took my call told me that he would take this derogatory off my report XX/XX/XXXX - I just utilized my free annual credit report and discovered that Navy Federal Credit Union never took the derogatory off of my report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2022-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance the Fair Credit reporting act Navy federal account # XXXX, and account # XXXX has violated my rights. 15 USC 1681 Section 602 states i have the right to privacy ; 15 USC 1681 Section 604 A section 2 : it also states the consumer reporting agency can not furnish an account without my written instructions ; 15 USC 1666B : a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00646
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-04
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Yesterday ( XX/XX/2022 ) I applied for a credit card with the Navy Federal Credit Union. At the time of my application a range of interest rates was displayed ( XXXX % ). I continued the application process by going to the next step - never showed what the actual rate would be. Later in the day I received a message stating that my interest rate would be 13.24 %. I would never have accepted this rate if it had been disclosed as I have over $ XXXX in cash deposits with XXXX XXXX XXXX XXXX and XXXX Bank. My XXXX credit card is at XXXX % with XXXX % cash back as I have excellent credit. This is a classic bait and switch scheme and a very unethical business practice. I have also filed an XXXX complaint but am filing with you as well as this is fraud. Today I cancelled the credit card with Navy Federal and closed my account with them - voting with my dollars. Please sanction Navy Federal Credit Union for their fraudulent business practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A