Date Received: 2022-04-07
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Good afternoon! I wanted to respectfully request that my phone call to Navy Federal Credit Union on yesterday XX/XX/2022 between I and a supervisor name XXXX be sent for review. From the beginning of our interaction he seemed very agitated and annoyed with me. He also left me on hold for a very long period of time and throughout the entire interaction he did not use any professional soft skills. I did not use any type of choice words and/or profanity and he still remained unprofessional and hung up in my face, because of his frustration of not being able to provide me with an answer to my question. I had the new member that I referred to Navy Federal Credit Union on the line with me whom observed the entire interaction, and has a senior citizen and new member of Navy FCU was appalled at the way XXXX spoke to me and she personally felt that it was something personal about me as a person that XXXX felt that he could treat me the way that he did. This is the second time that I have been hung up on from a supervisor from Navy FCU without provocation. I again, did not use any profane language and only called to inquire about the referral that their company website and email states. I even mentioned to him that the new member had to put my Navy Federal access number on the application for me to be able to get the referral credit in 14 days. He spoke over me and after a long hold, came back to line and stated that he apologized but he did not see any current or expired promotions for referring new members to NFCU. I advised him that that was not what the email stated and that I referred two people. He then stated let me check to see what email we sent you. What email? Why would the email be sent to me? I tried to tell him again that the email that I have attached to this compliant along with the online advertisement came from one of the new members. Left without an answer to provide he simply stated to me " If there is nothing else, I will be ending this call! '' He then hung up on me. This is highly unacceptable and I again feel that NFCU has flagged my account in some shape or form that I am a difficult customer. I took the survey and gave all 1 's which prompts for a member of the escalation team to contact me to see what happened and how they can help. This phone call or any sort of contact has yet to happen. Additionally I feel that with what Navy Federal Credit union has posted online for advertisement referring new members is misleading and untruthful. They also confuse the new member by sending them a follow up email that confirms that a referral credit was be issued to both the new member along with the referring member. As it stands now Navy FCU will benefit from the 2 new members that I referred and left me out to dry with the referral that was cited. This is unethical and I would like to have the matter investigated with the actual call in question being sent to the CFPB for review. I really appreciate your guidance and help with this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I did not authorize Navy Federal permission to run my credit on XXXXXXXX XXXX,2021. Who in their right mind runs a credit not once but twice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
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: Were the Consumer Financial Protection Bureau, a U.S. government agency dedicated to making sure you are treated fairly by banks, lenders and other financial institutions. I AM NOT BEING TREATED FAIRLY BY NAVY FEDERAL!!!! EVERY MONTH THE XXXX USELESS INCOMPETENT XXXX FIND NEW WAYS TO SCREW ME OVER AND I'M SICK OF IT!!!! THEY ALLOWED A FRAUDULENT CHARGE ON MY XXXX AND NOW REFUSE TO SEND ME A REPLACEMENT!!!! I PAY MY CREDIT CARD BILLS ON TIME AND IN FULL EVERY MONTH!!!!! IF SOMETHING HAPPENS TO MY VISA THEN I WILL HAVE ZERO CREDIT CARDS TO USE!!!!! WHICH ALSO MEANS I WILL BE WITHOUT CELL PHONE USE SINCE MY CELL PHONE IS PAID EVERY MONTH ON MY CREDIT CARD!!!!! THIS IS COMPLETELY UNACCEPTABLE AND I WANT MY REPLACEMENT XXXX SENT TO ME IMMEDIATELY!!!! WHY DO I HAVE TO SUE NAVY FEDERAL TO GET CUSTOMER SERVICE????? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The Credit Bureaus never did a proper " investigation '' according to the FCRA. The term " investigation consumer report '' means a consumer report or portion thereof which information on a consumer 's character, general reputation, personal characteristics, or mode of living is obtains through personal interviews with neighbors, friends, or associates of the consumer reported on or with others with whom he is acquainted or who may have knowledge concerning any such items of information. They did not do this. Also, they have violated my rights even more In accordance with the Fair Credit Reporting Everything has to be 100 % accurate on my credit report The Credit Bureaus stated my account was properly investigation but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reposted is not accurate. This ground for removal. They also violated the law because according to 15 U.S.C 1681 section 602 A. States I have the right to Privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions I did not give anybody written Instructions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75208
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022 I went to make a deposit to Navy Federal Credit Union ( NFCU ). I went to make this deposit at the main branch on XXXX, however, the branch was closed due to COVID. I proceeded to use the ATM that is outside the branch. The ATM was down. I recall receiving an email that NFCU sent to all members denoting the other locations where their ATMS were located to be able to conduct full transactions ( e.g., withdrawals, balance check, and deposits, etc ). I proceeded to on closest to my home which was located at XXXX XXXX XXXX, XXXX Florida at XXXX that night after I got off work. I made a deposit of {$3300.00} to my checking account and another deposit for {$10000.00} in cash to be directed to my savings account. The denomination of the deposit was XXXX x {$100.00} bills. XX/XX/2022 I proceeded to complete a wire for the {$10000.00} that I deposited into the savings account and realized that only {$1000.00} was deposited. I immediately contacted the bank via the XXXX # and was told I needed to have evidence of the transaction, which I did and to upload it on the portal. I was told 5-7 days it would be reviewed and someone would be in contact with me regarding the matter. After 7 days I did not receive a call or any indication of anything. XX/XX/2022, which was my birthday I was not in town. I called NFCU and spoke with XXXX who transferred me to XXXX in Fraud, I was told immediately that my case was reviewed and it was closed out. I asked the reason as I am missing {$9000.00} and she could not tell me I asked for a supervisor. I could not be transferred as her transfer button would not work. I had to call back in and went through the process again. I was finally transferred to a Supervisor in the Fraud department by the name of XXXX. She sat and reviewed the account and pointed out additional errors and told me that she was looking at my XXXX statement for the savings account and that it showed the balance of XXXX but after the deposit that was made on XX/XX/2022 the balance showed {$1700.00} which was a difference of {$4.00} and she did not understand it. She told me that she sees my receipt from the ATM and told me the ATM was a third party ATM and that the vendor has 45 days to respond. I indicated there was nothing on the ATM machine that made me believe or think it was a third party it had all of NFCU emblems on it and it was a full service ATM not one like XXXX which I never use. I asked about the case being closed she informed me it had been escalated. I got back in town on XX/XX/XXXX and got a letter in the mail that indicated that the ATM owner found there was billing error. The letter was dated XX/XX/2022. I immediately called again and after many representatives I was finally routed to XXXX again who informed me it was a computer generated letter that that the time still remained of 45 days but it could be up to 60 days. With that I was patient. XX/XX/2022, I called back and spoke to XXXX who transferred me to XXXX who told me that I still had XXXX more days for the owner of the ATM to respond and she would personally call me that date would be XX/XX/2022. I told her I would be in Washington DC that day she indicated she would call and leave a voicemail if she was not able to get me. This call never happened. I telephoned NFCU on XX/XX/2022, I was trying to reach XXXX, each representative told me that my claim was closed. I was not getting answers and asked to be transferred to XXXX I was told that it was not possible to be transferred to one particular person as it was so many people no one knew exactly who that was. I asked for a fraud supervisor. I was transferred ( not sure of this person 's name ) I asked for XXXX she said XXXX has been off line for over 2 hours and attempted to help me she told me that after escalation the second time which according to the notes was XX/XX/2022 the claim was declined as the ATM owner showed no billing error. I told her that I spoke with XXXX on XX/XX/2022 and was not informed of that she told me she was sending the claim to escalation. She said she was only reading the notes as the claim was closed. I asked if there was a way to obtain the camera footage she said it is a third party ATM and for members they are on their own to get their own footage from the cameras if they need to follow up on a claim. I then proceeded to do research to find out who I needed to file this claim with and spoke with the Florida Attorney Generals office and was provided this information. Prior to that I reached out to XXXX and was told that I could file a complaint on mycreditunion.gov which would then be forwarded to the Consumer Financial Protection Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33056
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
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 I placed an order for 6 dresses to XXXX via XXXX, with payment made via XXXX. - On or around XX/XX/XXXX, the dresses arrived and I discovered that they were knockoffs. -On or around XX/XX/XXXX, I submitted a return ticket to XXXX via XXXX, which was within a week of receipt of the merchandise. -On XX/XX/XXXX, XXXX approved the return. -On XX/XX/XXXX, I filed a dispute with Navy Federal Credit Union regarding the knockoff dresses not being as advertised and a failure of XXXX to provide me a US return shipping label despite the merchandise being mailed from a US Warehouse . -On or around XX/XX/XXXX, Navy Federal Credit Union issued me a temporary credit in the amount of {$240.00}. -On or around XX/XX/XXXX, XXXX resolved the case in my favor and refunded {$240.00} to my bank ( per email attached ). -On or around XX/XX/XXXX, I sent proof of return of the XXXX merchandise to XXXX for the dispute case as I was unaware that XXXX refunded my money. -On or around XX/XX/XXXX XXXX XXXX reversed the {$240.00} credit to my account charging me for the knockoff dresses that I had returned. -On XX/XX/XXXX XXXX confirmed that the XXXX refunded the {$240.00} back to my bank. ( See attached email ) -On XX/XX/XXXX I was on a 3-way phone call with XXXX and NFCU and XXXX insists that theyve refunded {$240.00} back to NFCU on XX/XX/XXXX. XXXX sent an email confirmation to confirm that the {$240.00} was refunded back to NFCU. Style We also confirmed that the {$240.00} was sent back to NFCU. -Navy Federal Credit Union is citing that I did not send back the knockoff dresses within a week ( despite me informing NFCU that XXXX hadnt provided me a viable return address ) so my claim was denied and is refusing to refund me for the knockoff dresses that I returned. -Navy Federal Credit Union has charged me for merchandise that has been returned and refused to refund the {$240.00} charge + interest despite the bank having been refunded the money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX of XXXX after reviewing my credit report I discovered that I had been a victim of Identity thief, I then filed a police report with XXXX XXXX police department, and I filed a identity thief report with the federal trade commission. I then sent the police report, and the identity thief report to the three major credit reports XXXX, XXXX, and XXXX, about 30 days later the accounts were deleted. About 30 days after that XXXX reinserted two of the account 's account no # XXXX and account no. XXXX and XXXX reinserted one account account no. XXXX. I then contacted XXXX and XXXX and informed me that I would have to contact the creditor NAVY FEDERAL CREDIT UNION to furnish me the documents that they used to verify and certify these accounts. I then contacted Navy federal credit union by U.S. postal certified registered mail. Navy Federal never responded with the documents I requested. They did respond with a document requesting a account number, and additional information. I am enclosing the documents and correspondence I sent to Navy federal about this matter. In according with the fair credit reporting act Navy federal has violated my rights. 15 U.S.C. 1681 SECTION 602 A STATES I have the right to privacy. also 15 U.S.C. 1681 section 604 a. section 2 states a consumer reporting agency can not furnish a account without my written instruction.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: NAVY FEDERAL CREDIT UNION HAS BROKEN THE LAW WHILE VIOLATING ME AS A CONSUMER!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX a the bank declined a {$750.00} debit card transaction for a purchase for a oven at XXXX and I called and they said that it should fall off in a few days while it sat in limbo holding the funds from XXXX. On XX/XX/XXXX the bank declined a XXXX XXXX transfer to my business account. The same day the declined a XXXX $ transfer and said they could only do XXXX per day over a 3 day period, i said thats crazy, what bank institution does that? On XX/XX/XXXX the declined the XXXX $ transfer again. I called and explained over the phone and the teller made me call my other bank to verify the business account number. I was treated like a child after banking here. At the same time they tried to sell me their business account services and said that everything would be easier if I had a second account with them. I am a XXXX disadvantaged woman trying to start a business and they cost me time and money. They should be held accountable for there actions to US Veterans
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93561
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/21 my phone was stolen in XXXX XXXX, LA resulting in criminals gaining access to all of my accounts/information. Over $ XXXX in fraudulent transactions occurred across various accounts. XXXX XXXX, XXXX Bank, and XXXX XXXX have all honored my fraud claims and since resolved them. Navy Federal credit union is the only institution not to honor my claim stating that I am liable for {$2100.00} in fraudulent XXXX transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2022-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A