Date Received: 2022-02-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX Re : Navy Federal Credit Union NFCU knows I am a XXXX Veteran. NFCU knows, my information was sold to the dark web. Received calls from NFCU XXXX twice XX/XX/22 at XXXX, XX/XX/22 at XXXX and XX/XX/22 at XXXX. Sent a message via the message center asking why NFCU was calling so much and never leaving a message? I then requested that NFCU only communicate via the message center. Navy Federal Credit Union 's response was " Ms. XXXX. We understand that you would like communication only by eMessage or message center. To process this request, you are welcome to delete your phone number from your profile. Regarding the calls you received, we will be glad to assist you, but we need to learn more. In your reply, please advise how you learned the calls were from Navy Federal. We hope to hear from you very soon. '' What type of employees do you have working at NFCU to provide such an alarming unprofessional response? I am not a debt slave and NFCU already violated the Electronic Fund Transfer Act ( EFTA ) by stealing {$1500.00} out of my account and it was put back in my account after my CFPB complaint. Now NFCU is violating the Telephone Consumer Protection Act ( TCPA ) with masked robocalls. NFCU violating and harassing members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2022 I was paid on the Friday XXXX for my XXXX XXXX payment, which was scheduled for XX/XX/XXXX. Now in XXXX I do not get paid before the weekend even though the pay dates are the same. The XXXX of XXXX falls on the same day as the XXXX of XXXX. Yet, I do not have my XXXX payment. They said it will be deposited on XXXX, but online says Monday, so the representative I spoke to lied to me. Why can they arbitrarily pay me? There is no reason why this month should be a weekend later than last month. And the rep even mentioned Saturday??? how is the payday?? I have consistently filed complaints about this company charging me for overdraft fees. Now there is evidence of inconsistent payments regardless of their policy. This suggests to me that they are intentionally forcing me to charge over my amount to incur more overdraft fees. This is not an authority of a financial institution that I will continue to deal with. Their solutions have not made a dent in their policy of manipulating my finances against me. As of this complaint, I can not even view my statements from XXXX. They are preventing that somehow. I attached pictures reflecting the fact that nothing should be different.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 74105
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2022 I contacted XXXX XXXX via XXXX XXXX Mail # XXXX My purpose of contacting the company was to properly address their violation of XXXX XXXX XXXX XXXX XXXX Pursuant XXXX XXXX XXXX XXXX ( XXXX ) ( XXXX ) EXCLUSIONS- Except as provided in paragraph ( XXXX ), the term consumer report does not include ( XXXX ) subject to section XXXX of this title, any- ( XXXX ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; by reporting this transaction or experience ( Utilization ) on my consumer report which XXXX clearly states IS NOT included on my consumer report I have properly attached all documents that are needed for verification as originally sent with the original letter ( this would include the account numbers along with my id and proof of address ). The response of the company was not acceptable by any means as it was clear to be a stall to disregard my concerns and my demands.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30013
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My debit card was stolen on XX/XX/2022. The card was used and charged at numerous locations amounting to a total of {$2800.00}. I did not have access to my phone at the time so I did not see the charges or alerts concerning fraud from Navy Fed. Once I was able to access my account and saw the charges I immediately froze my card and reported the fraud. The person who stole my card attempted to use it again multiple times after it was frozen. Navy fed has denied my claim stating there were legitimate purchases within the time frame that the card was stolen. They also stated that the chip function of the card was used so this does not constitute fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96706
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I have consistently been denied benefits and services provided to other members at Navy Federal Credit Union ( NFCU ) .NFCU breached a contractual agreement of assisting with hardships on my credit card account in XXXX while XXXX to XXXX. I paid credit card and auto loan interest above the mandated 6 % for servicemembers. I paid the hardship coverage interest on my account as mandated. I say mandated because I did not have an option in XXXX or XXXX when they added that service to my credit card. In the last conversation I had with a representative/supervisor on or about XX/XX/XXXX, I informed them of issues of being denied services, not having access to programs, and the illegal withdrawal of the {$5.00} to open my account. For transparency, I have recorded all of my interactions with NFCU supervisors and staff. The lack of support and proof of denied services are all recorded. I informed NFCU, I have NEVER signed nor received any information informing me that my membership access or services would be restricted. The actual breach of a contractual agreement by NFCU is being ignored. NFCU denies my allegations of having hardship insurance on my credit card account without any proof. When I was XXXX to XXXX my ability to contact the bank was limited. Due to being in a warzone, there was never a guaranteed moment to call back to the United States. While XXXX, my ex-wife abandoned me and served me with divorce paperwork. I contacted NFCU and informed them of the hardship. A representative from NFCU told me to contact another company. I can not recall the company 's name at this time. When I called, I was told that assistance is not provided by that business and to get assistance through NFCU. I was sent in circles for the entire XXXX. The credit card account reached over {$10000.00} in interest because I could not get assistance from NFCU. NFCU denied me access to my account and constantly harassed me about a credit card account. NFCU wants me to generate proof. NFCU is an institution that is/has violated Federal Trade Commission guidelines and does not have a single document with my signature denying coverage or an audio recording of me denying coverage of hardship protection for my credit card account. I was never given the option to deny hardship protection. I also told them of never being informed of my benefits under SCRA through their institution. Now I am being denied the refunds on the interest on my credit cards and my loans that were rendered to others. It is possible my services are being denied because NFCU was fined by Consumer Financial Protection Bureau for denying others access to their account as well as other unethical acts on XX/XX/XXXX. The denial of Servicemember Civil Relief Act ( SCRA ) benefits is because I am 180 days out of the military. That does not refute the fact that I was on XXXX XXXX XXXXn a XXXX XXXX and this business knowingly was charging an XXXX XXXX service member roughly 28 % interest for a credit card and 7.9 % interest for an auto loan. My first XXXX to XXXX was from XX/XX/XXXX to XX/XX/XXXX. The second XXXX in XXXX was from XX/XX/XXXX to XX/XX/XXXX. NFCU did not send out pamphlets nor allowed me to have access to my account or any other services. NFCU also illegally took the initial {$5.00} to start my account to pay a Charge Off without my authorization. The fact they took the money is proven by the comment Italicized under XXXX Ending Balance. " Your share is below the minimum required by federal credit union laws. Request you increase your balance to {$5.00}. '' I'm more than certain that is illegal and is theft. I have never signed a contract to whoever NFCU paid the {$5.00}. I have a phone recording where a supervisor or a NFCU representative clearly states they took the money to pay a charge off. There is no way a lawsuit that finalized on XX/XX/XXXX against NFCU did not have a basis from the history of how NFCU treated their members from XXXX to XXXX. I recently was told I could not access my credit score on my NFCU dashboard because I don't have a credit card account. I talked to a supervisor and informed them how that appeared to be violating my civil rights and finally I received access to my credit score. Initially the supervisor gave me the excuse that I needed a credit service account. Mysteriously over the weekend it was fixed and I can access my credit score finally. They have been doing those wrong practices for a long time and no one ever challenged them. Just like when they stole the {$5.00} used to create my account. I have attached the SCRA memo and the statement showing that my account balance is {$0.00} but a note saying I need to deposit {$5.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79924
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: NAVY FCU DATE OF LAST ACTIVITY XX/XX/XXXX TODAYS DATE XX/XX/XXXX I DISUPUTED THIS ALLEDGED DEBT ON XX/XX/XXXX, XX/XX/XXXX AND XX/XX/XXXX NOTHING WAS SENT TO ME LEGALLY TO VERIFY THIS SO CALLED DEBT. THE AMOUNT IS {$1900.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Navy Federal ran my credit when I didn't authorize the hard pulls that are showing on my credit report, they told me that the hard inquiries would be removed from all 3 credit bureaus but it's still showing on my reports. I need Navy Federal to communicate this with the credit reporting agencies as it is a clear violation of the FDCPA. I also have proof via police report that I was a victim of identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77045
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Company on multiple occasions refused to provide proper information to enable me to process my payment. I explained at length that my account was a saving account and various csr 's on multiple occasions told me that I can process my ach payments using savings accounts. I was also told at times that it required a checking account and yet my payment attempts were still being rejected. I received an email showing my savings as a checking account despite my efforts to communicate otherwise. Most recently I received a phone call on XX/XX/XXXX and XX/XX/XXXX my a supposed XXXX XXXX XXXX of ( Navy Federal ) who provided me with false call back information, and called at a wrong time despite when i told him to call. He proceeded to tell me my account has been reset so I can pay via online. So today i logged in online and I am in the process of submitting a payment after my supposed account reset. My {$58.00} payment is scheduled for XX/XX/XXXX. My {$54.00} was rejected and i received the email from NF stating it was because my account is a saving account but went in as a checking account. XXXX XXXX attempted to pursued me that this was my doing and told him it was not so it was best to just say the information was entered wrongly. I also mentioned that I know my account information and the spelling of my name and this was NF 's fault not mine. Notwithstanding, he found other errors on their part ( NF ) for which I was not given any details. My account is in deliquent status despite the fact that its because of their own CSR 's failure to properly do their jobs and process my payments. XXXX XXXX did state that this should not of been my experience, agreed to wave a {$10.00} fee ( supposedly ) and admitted that my name was entered wrong by the NF and the there were some other issues that he sees as to why my entire account will have to be reset. So in other words NF is the reason I am late on payments due to their own negligence. I still do not have online access but they continue to file against my credit file.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47331
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XX/XX/2022 Navy federal : XXXX dollars XXXX XXXX, etc I dont know how much more cards they put in my name.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a mortgage loan through Navy federal, to see how their rates stacked up against my current lender, XXXX XXXX. XXXX XXXX was assigned as my loan officer and we began to move through the process. Rates were rising so XXXX XXXX said it may be worth looking at locking the rate. My builder provided a {$3500.00} credit for using XXXX as a lender but I wanted to see how the rates compared with NFCU still. On XX/XX/2022 I was provide a rate lock quote from XXXX XXXX, Navy Federal Credit Union. The rate lock was for a new construction VA loan, and was quoted at {$570.00} to lock the rate for 120 days. I confirmed with XXXX that the cost to lock that rate for 120 days was only {$570.00}, she confirmed, so I asked her to proceed with the lock. At this point the rate was slightly cheaper to go with NFCU, even with the {$3500.00} lender credit from XXXX. After she locked the rate and presented me with my new loan estimate, I noticed that the cost of the rate lock had doubled, and she also added an origination fee of {$2200.00}. I immediately reached out to XXXX and asked her about these cost increase and requested that NFCU honor what I was quoted. After multiple attempts to call and email her, she finally responded and said that she had fixed it. The new loan estimate came back and the rate lock fee was reduce to the {$570.00} but the {$2200.00} origination fee was still on there. I reached out to here multiple times again with no response and finally had to call NFCU. I spoke with her supervisor XXXX XXXX and she said that she was submitting to the pricing desk and would get back with me ASAP. I never heard back from her and then a week later XXXX emails me and says that she disclosed the origination fee when she quoted me, which is completely false and I have the emails to prove it. It has been almost a month of me trying to get this fixed and there is still no resolution. They are requesting loan documents from XXXX XXXX, which I no longer have access to since I dropped them as a lender, in order to match the rate. I am not asking for any type of rate match or lender credit match. I am asking that Navy Federal honor the rate that I was quoted and not stick with me and extra {$2200.00} in closing costs for an error that was made by their loan officer. I would like for this complaint to be escalated and known to NFCU, in hopes that they can help remedy the situation. In all other aspects of banking I have had no issues with them, but this latest loan process has been an absolute disaster.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A