Date Received: 2022-03-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Both of my credit card accounts and checking account were closed by the creditor. I was not properly notified of this there was no investigation or any valid explanation as of to why my account was closed. The account in question is the secured card that I opened with my own funds of {XXXX}. They chose to close my account when i contacted the creditor their reason was due to fraudulent purposes but as of now there was no explanation of what fraud took place. I opened this account online and transferred the funds from my checking account that I had with them. I had about XXXX dollars on my checking account with them as well. They closed both credit card secured, non secured and checking account. As of now I have not been refunded any of my money. They canceled every and all relationship with me. Now they are reporting that I owe them {XXXX} for a secured card that I opened using my own funds as well as the the {$XXXX} balance on my unsecured credit card. I am requesting that the account be removed from my report also I am requesting a full investigation of the reason why my accounts were closed before I seek counsel.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Navy Federal account was hacked and my card was disconnected from my account. Then, funds in the amount of {$2900.00} were taken out of my account. I called when it happened ( XXXX XX/XX/2022 ) I was told I had to call back on Monday. I called Monday ( XXXX XX/XX/2022 ) and spoke with the fraud and security department. I was eventually set up with a new account. I was assured everything had been taken care of. Then, Navy Federal took {$2900.00} out of my account as soon as my VA check was deposited. This was the majority of my check that I use to live. I called the security department again and they told me the fraud would be investigated within 10 days before I could get my money back. I am permanently XXXX and have no other income. After the 10 business days, I was told it would now take 45 business days. It is now XX/XX/XXXX and no one has been able to give me any updates and I don't have money to pay my bills. Thank you Navy Federal for dragging this out, taking my only money, and possibly ruining my chance at staying in my house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am invoking my rights pursuant to 15 U.S. Code 1692c ( c ), I demand you to cease any communications and collection activity of this alleged debt. XXXX XXXX XXXX willfully failed to comply with the provisions of SUBCHAPTER V of the 15 U.S. Code Chapter 41 with respect to I the consumer and such failure caused damage to my reputation, credit-worthiness and credit capacity which resulted in adverse action being taken against me when I tried to obtain new credit during this pandemic, this has caused me financial injury and am pursuant to 15 U.S. Code 1692k they are now liable to me for such damages sustained due to their noncompliance. XXXX XXXX XXXX willfully failed to comply with the requirements imposed under SUBCHAPTER III of the 15 U.S. Code Chapter 41 in respect to I the consumer and am aware that they are now liable in the amount of {$1000.00} pursuant to 15 U.S. Code 1681n ( a ). Fact, I the affiant am invoking my rights pursuant to 15 U.S. Code 1692K and 15 U.S. Code 1681 ( n ) and make a demand for monetary relief for the violations and actual damages caused to I the consumer due the willful noncompliance by XXXX XXXX XXXX I am demanding monetary relief for the damages above or I will file suit in federal court within the next 14 days if my demands are not met. This is not a negotiation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30021
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We submitted for a cash-out refinance with Navy Federal , the holder of our current mortgage on XX/XX/XXXX. We submitted all necessary paperwork ahead of the due dates and responded via email to a follow-up question regarding employment verification on XX/XX/XXXX, ahead of a final due date for all materials on XX/XX/XXXX. Despite asking questions about the process and next steps on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX, we were unable to obtain a response from our loan officer, XXXX XXXX ( NMLS # XXXX ), regarding the status of our application. However, we did see in our account dashboard at XXXX point after final submission of all documents that the loan had been sent to underwriting. Upon calling our agent on XX/XX/XXXX, she informed me our application had been withdrawn by an assistant during her absence from the office for a timeframe in XXXX and she was unable to explain why it had been withdrawn. XXXX was in office at the time of all correspondences/attempted outreach dates noted above. We were never notified of the withdrawal and believe Navy Federal is in violation of the Equal Credit Opportunity Acts Regulation B, which requires financial institutions to inform applicants about a change in status of an application. Upon submitting a formal written complaint to our agents supervisor on XX/XX/XXXX, we were able to get in touch with Supervisor of Mortgage Origination XXXX XXXX ( NMLS # XXXX ) and schedule a call with her for XX/XX/XXXX. Between our call with XXXX on XX/XX/XXXX and our call with XXXX on XX/XX/XXXX, the details of our application, which were viewable in our account dashboard on navyfederal.org disappeared. Luckily, we had taken screenshots to show all key dates throughout the process, which provides record of when we submitted paperwork, the due dates of that paperwork, and the 100 % completion status of all documents associated with our application. These documents are attached to this complaint. During a phone call on XX/XX/XXXX, with XXXX, we were offered the option to move forward with the process. However, during that phone call, XXXX said that the notification of the conditional approval served as our formal notification of loan status, she was unsure why our file that was viewable on Friday was no longer available on Monday, but promised to look into it, and she said we would have to have another hard credit pull to move our application forward, as well as needing to upload any documents that were now considered outdated. She said she would try to obtain the same mortgage interest rates that were available at the time of our original application as the rates have gone up since XXXX when we started this process but was unable to unequivocally promise we could obtain those rates until we resubmitted our application. The specific details of what XXXX offered in order to remedy the situation can be viewed in the email threads we are uploading with this complaint. It is our opinion based on the details above that Navy Federal negligently handled our application, tried to remove documents from our view that proved their negligence and has not promised to honor the rates they denied us through their inept handling of our fully complete application, which will make a big difference financially for our family. In her first email to me, XXXX conveyed that deciding to refinance is a big life decision that brings various opportunities. We agree and hope that Navy Federal, which touts its mission to " Be the most preferred and trusted financial institution serving the military and their families '' will take necessary steps to right this wrong.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2022-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Several accounts are reported as closed on my credit report from Navy Federal Credit Union. These accounts contain either incomplete and/or inaccurate information. I have already taken the following courses of action to resolve this concerns with my credit report : 1. Filed a least one dispute for all listed items on my credit report from Navy Federal Credit Union with all 3 credit bureaus for inaccuracies. This yielded no result. All three credit bureaus reported that their information was investigated and deemed correct. 2. Called the institution for all account details to verify. Was informed that all accounts had been sold off to collections, and such information is no longer available. 3. After being given the contact information for the third party collections agency that purchased my debt, A phone call to a representative tells me that all internal information about the account before it was closed was not given to the collections agency, and I could have to contact the original creditor. 4. I contacted Navy Federal Credit Union via phone again, and was told the same thing. Apparently all account information the institution once had has been purged. 5. I composed a letter requesting all previous accounts ' information be disclosed in the form of a return correspondence via certified mail within 30 days of receipt of the letter. This letter was sent certified mail via USPS on XX/XX/XXXX, and received by the institution on XX/XX/XXXX. To date, as of XX/XX/XXXX, Navy Federal Union has not complied with the requests for disclosure I made in my letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2022 - I purchased with a merchant using my Navy Federal Debit card. When I received the item from the merchant, it was not as described and did not work for me, and I reached out to the merchant and asked to return it. The merchant agreed that I could return the item for a full refund once they received the item. I sent the item back with the merchant return label, and they received the item back in XXXX but did not provide my refund. I called Navy Fed and disputed the charge, and a temporary credit was given for the {$100.00}. Now, I received an email from Navy Fed asking for more details, and I provided the email from the merchant stating they received the item back. However, Navy Fed has sent a letter to me saying they have found it not in my favor and have removed the credit from my account. I have called NFCU asking them how they are removing the credit from my account when the email clearly says the merchant received their item. NFCU is not protecting me as one of their customers and has not done a thorough investigation because if they did, they would have been told by the merchant that they had received the item back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I made a purchased with a merchant XXXX The initial amount was for {$150.00} on XX/XX/XXXX up to a year and was withdrawn up to {$2100.00}. Due to Covid money had to be refunded for purchased trips ( cruise/week certificate ). I was told that I would loose my certificates if I requested a refund for the cruise first. I was alright with that, but they gave me a hard time to where I had to get the credit card company involved. Also, prior to that they canceled my insurance for that trip without telling me, charged me for another one that cost more, then closed the account I am reporting telling me that they are no longer part of XXXXXXXX XXXX. I explained to them that I paid for a service that I have not been able to use and it's good u til XXXX. The service consist of getting hotel rooms, rental cars etc. I had to argue them down to get my account back up and running around XXXX or XXXX of XXXX. After I received my payment back from trips and my insurance for the trips middle of XX/XX/XXXX, they had to disable my account because it doesn't allow me to reset my password. Now Navy Federal Credit Union telling me that it's been too long and they can't assist me. I didn't know they were going to take the service away from me. I had it this long haven't used it because of the pandemic and they closed my account for retaliation. I don't have money to give anyone and don't get the service. I paid for a service and have been denied usage. I feel like the both the bank and merchant are the same and make me not want to trust the XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28443
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On the XXXX day, in the XXXX month of the two thousand sixteenth year, the consumer authorized the of use credit on their behalf and purchased a promissory note valued at {$21000.00} with the endorsement of said note. A credit account was opened in the consumer 's name, however, the security was never endorsed to the buyer. The seller within this transaction, NAVY FEDERAL CREDIT UNION and its authorized agents, have yet to provide the instrument with both endorsements -- to which the consumer has rights. The consumer is not able to collect payments on this debt owed by the seller as the seller still holds the instrument needed by the consumer to enforce the obligation owned by the seller.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19144
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Navy Federal Credit Union at XXXX XXXX XXXX XXXX VA XXXX has Been sending me collection notices in the amount XXXX .the collection has be reported as pasted due balance. I do not know this company .I have never done any business with this business with this company .this company does not have a contact with my signature.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a mortgage refinance loan with Navy Federal Credit Union. Navy Federal ultimately denied my application. However, the reason ( s ) for the denial were never consistent, and Navy Federal alluded to items that were in fact not on my credit report. For example, in a letter they sent to me, Navy Federal referenced a collection account on my credit report, when there was no such item. Additionally, I was told verbally by one of their representatives ( XXXX XXXX ) that my credit score was too low for approval, but the denial based on my score was not referenced as a reason for denying my application. Navy Federal has never given me concrete reasons for my loan denial, and the reasons constantly shifted. I believe that Navy Federals denial of my application was arbitrary, careless, and possibly discriminatory.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A