Date Received: 2022-04-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022, I was assessed an NSF fee for {$29.00} for the SECOND time for a ONE time occurrence. I wrote Navy Federal and was informed that the fee would be waived. The fee was charged, then waived, then charged again. Navy Federal refused to waive the fee for the second erroneous charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX of the current year 2022, I submitted a request for a Business Line of Credit to MY bank Navy Federal Credit Union. After an extended review period, I was informed that in order to receive final approval the application required a standard letter of good standing with the state of Massachusetts because MY bank incorrectly characterized MY previously established business EIN as a Corporation rather than a sole proprietorship LLC. Regardless of the bank error, a letter of good standing was provided for Custom Care and Coach. Once received by the bank, all of MY accounts were closed and to date, MY sole proprietorship status ( although previously recognized for over ten years ) accounts are denied restoration regardless of any supporting documents supplied by either the XXXX of XXXX or the XXXX of Massachusetts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02136
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I believe Navy Federal Credit Union ( NFCU ) denied my mortgage loan application based on my race, being the head of household, and my age which were known by NFCU from supporting identification and documents requested by NFCU. This action by NFCU caused my family and I to be denied equity of becoming homeowners.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22206
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I initially locked my rate for a 30 year conventional loan on XX/XX/XXXX with the lock expiring XX/XX/XXXX as my home was estimated to be completed the first or second week of XXXX. I was advised from the builders sales representative on XX/XX/XXXX that due to manufacturing shortages because of Covid the builder had a delay in getting siding and my close date would be XX/XX/XXXX. I immediately called NFCU to inquire about extending my rate lock and ended up speaking to XXXX and decided to change my loan term to a 15 year conventional loan instead of the 30 year. I signed the 15 year rate lock on XX/XX/XXXX at a XXXX rate and have since been inquiring about NFCU matching the builders incentives offered of {$5500.00} XXXX. Below are the major concerns I have that havent been appropriately handled or addressed. XXXX. Since I am changing the loan term, wouldnt the original rate lock be considered null and void, as Im using a different term entirely? I would assume that with this change, that would allow me to lock the rate for the new term at the XXXX rate listed on the LE I signed on XX/XX/XXXX for 60 days. Which we be a lock valid through on or around XX/XX/XXXX. If this is not the case, please send me documentation and justification stating otherwise. I am not getting valid answers or justification from NFCU representatives. In addition, NFCU has a fiduciary responsibility to handle this process in an ethical manner. Why would NFCU ask the consumer to sign a LE with a lock expiration date prior to the known closing date? If this is standard practice, NFCU has a duty to at that time advise the consumer of any additional fees or financial impact for the consumer before signing. NFCU not been able to answer my questions as to what will happen since my close date is 4 days after my lock expiration ( which is 60 days from the lock on the 30 year term ). I have been told many different things might happen from NFCU loan officers and resolution specialists, but no one will provide me clear expectations of what the process is. I have been told by NFCU, there XXXX be no fee or cost to extend the rate lock since the delay in closing is due to Covid related manufacturing. I have been told by NFCU there may be a XXXX penalty to extend the rate for 30 days. I have been told by NFCU resolution specialist XXXX that I might have to pay the interest rate published on the day of closing. This can not be meeting regulations. As I explained to NFCU, there is a significant financial impact that I will have for the next 15 years because of this and I need a resolution. It is not feasible for me to not know what my interest rate will be and/or what, if any fees or penalties are associated with changing the lock date. And the fact that the loan officers and resolution specialist can not provide me with information is not acceptable. XXXX. I want to be very clear regarding the {$5500.00} XXXX that is being offered by the builders lender. NFCUs website refers to builders incentives being matched if listed on a loan estimate from the competitor. I did as the NFCU representative advised, and reapplied with XXXX knowing that their rate was higher than NFCU ( and I even mentioned it in my emails to NFCU ) in order to get an updated LE showing they would offer the {$5500.00} on the 15 year product, so that NFCU would match the {$5500.00} incentive. I certainly wouldnt have done that without instruction and had my credit re-pulled again if I wouldnt have been advised that was what was needed for the {$5500.00} XXXX to be matched by NFCU. NFCUs website doesnt mention that the builders incentive is only able to be matched if NFCU cant match or beat their rate. These are two separate benefits advertised on NFCUs site. The match or beat the competitors rate is one benefit. Matching builders incentives is listed as another separate benefit. I am beyond disappointed and physically sick over all of this. I am scheduled to close on a home in just over 30 days and multiple NFCU representatives have given me conflicting information and are not able to provide me answers to what I assume are pretty common and basic mortgage questions. A loan term change, rate lock change, and their misleading website which would have any consumer thinking the builder incentive match is separate from the rate match benefit. Either way, this not only will have a direct financial impact on me by me potentially having to pay a higher interest rate for 15 years, not knowing if there are fees/penalties to change my lock expiration date. I have been told by NFCU that they dont know the answers to tell me and someone else will get back to me. Its absolutely unethical and illegal. This can not fall within the laws and regulations put in place to protect the consumer. Misleading advertising, employees who are giving conflicting information, not able to get my questions answered, all while interest rates continue to rise and I feel like no one at NFCU will assist me. This is time sensitive and has major financial impact on me and my life, but I am not getting help or answers. Im beyond frustrated and would like this to be reviewed in its entirety. I have multiple emails that Id be happy to share. I would like for a thorough investigation/audit on NFCUs handling of this mortgage process and their business practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2022-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Navy Federal Credit Union ( NFCU ) recently partnered with a non-affiliated vendor, XXXX XXXX XXXX XXXX ( XXXX ), to provide NFCU members with access to their credit score under a program branded as " Mission : Credit Confidence. '' I am a member of NFCU and was subscribed to the new program without my consent. The terms of the program require NFCU members to consent to the collection and sharing of personal information, such as social security numbers, income and financial information, marital status, etc., for use by XXXX 's and its advertising partners ( among others ). The main feature of the program seems to be sending unsolicited emails to the private email accounts of NFCU members advising them of changes to their credit score. A direct hyperlink to the program also appears as a click-thru banner on member secure account summary web pages and in NFCU 's mobile app. At program inception, and on divers occasions thereafter, I repeatedly communicated to NFCU my desire not to participate in this program. In a further effort to provide resolution, I was recently instructed by NFCU to enter the Mission : Credit Confidence program dashboard via my secure NFCU account and dis-enroll from the program. This is conclusive evidence that NFCU subscribed me to the program without my consent and may have breached its internal privacy policy by sharing my personal information with a non-Affiliate without my consent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
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: See attached. Please advise what type of document and/or information is not provided.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Never owned said vehicle finance by Navy Federal Credit Union. Have I told them to provide proof of this information and I have not received any proof of any loan documents with my signature?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30043
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I recently lost my job and I had around XXXX left in my savings! NAVY FEDERAL CREDIT UNIT made an UNAUTHORIZED transaction of $ XXXX from my savings account to my checkings account so that they could process an auto-payment for a 3rd party account that had been charged off months ago. I call them to see what they could offer and the answer was NOTHNG! Please DO NOT OPEN account with NAVY FEDERAL CREDIT UNION if you're low income and can't afford to lose $ XXXX like myself!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91977
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/2022 - I checked my account and reported my card for fraud for the XXXX {$900.00} unauthorized transactions that were made. XX/XX/2022 - Somehow the fraud claim was denied by navy federal. They gave me an option to write back to them, so I did. I simply lost my card, then somehow there was {$1800.00} taken off of if. The card was not in my possession at the time the fraud occurred, the original plan was to just get a new card, until I seen that someone used it. I believed my card was stolen. But to be more careful, I took most of the money out of my account that I could after I reported it fraud. The reason I did that is because I had a friend who got his card stolen by his ex, so he got a new card but somehow she had the login information to his Navy Federal. I have never allowed anyone to use my card EXCEPT my XXXX XXXX XXXX. I never received any merchandise from the merchant, I do not shop at XXXX. I put the fraudulent charges on my card. But Navy Federal claims that no error has occurred. And I am not sure if its because I cleared out my account the same day ( to be careful ). Or if its because there Is scammers everywhere and now every fraud claim looks suspect? XX/XX/2022 - The {$1800.00} was taken from my account. XX/XX/2022 - Ive sent multiple messages writing to them and trying to figure this out the past few weeks, no response. So Ive been using a different bank while my Navy Federal account is still - {$1800.00} because I lost or got my card stolen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I was told by navy federal that I owed XXXX but I didnt know why apparently when I thought I lost my wallet in my room I lost it at a gym thats the last place I could think of thats the only time I take out my wallet so security told me that they were gon na close all my accounts and that until I pay them I wont be able to open back up with them and now I just called back and now I owe XXXX I havent had access to my bank account or my card and over a month and now Im just lost and confused with no way to pay this debt back
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2022-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A