Date Received: 2023-12-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I came to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ATM Location to deposit XXXX XXXX upon entering my card, I selected no receipt as Im paperless and use the text message receipts for record keeping of deposits. I selected deposit, entered XXXX $ all XXXX dollar bills and didnt realize I selected check deposit until it rejected my transaction twice, and the third time it sounded as the Atm computer counter started malfunctioning as it was attempting to read the XXXX $ dollar bills as checks which prompted me to notice I mistakenly selected deposit checks when my intention was to select deposit cash, as I dont have any checks. It partially dished out in three increments a total of XXXX $ and not the totaled XXXX $ that I initially deposited. As it prompted me i submitted the maximum amount of checks at one time. That is when I noticed it was on the checksdeposit and not the cash deposit. I selected back, and it asked if i needed to make another deposit. I selected yes, and made sure i selected cash. Although, I saw that it allowed up to XXXX bills, I proceeded to input in the XXXX XXXX $ bills in two separate increments. ( As the prior transaction the machine was jamming up for too many checks and I didnt want that to reoccur ) I noticed once it counted my first increment, it said total XXXX $ I counted the hundreds left in my hand and saw that it was only 3 XXXX $ bills instead of 6 {$100.00} bills. I immediately selected no shen it asked if XXXX $ ( 9 XXXX $ bills ) was correct amount for deposit which is when that transaction cancelled. I did a balance check to see, if the other XXXX $ ( 3 XXXX $ bills ) had been deposited on the checks side and it didnt reflect that it did. I proceeded to deposit that XXXX $ ( 12 XXXX $ bills ) into the account and printed the receipt. I was on hold for 1hr reporting the malfunction of the ATM. As, I understand I selected by mistake the incorrect depoit option, however the ATM shouldve been intelligent enough to reject all XXXX $ ( 15 {$100.00} bills ) instead of onky XXXX $ ( 12 {$100.00} bills ) I reported via phone, claim # XXXX and I submitted a claim via the app/emailing as well. Im literally in shock as I have an urgency which is why I came and deposited the money at night, as I usually deposit with teller in the branch ONLY. I stayed at the branch until the claim was submitted providing a provisional credit as a courtesy of this mishap this has caused me distress, shouldve been a welcomed gesture. The entire occurrence can also be deciphered by replaying the caneras as the way i desribed the occurrence of what haaoened will reflect visable. The company Im due to pay, ( in which the reason I came at night to deposit ) is charging me interest every 24hrs that my amount due isnt paid. Although most banks dont own the ATM attached, Im unsure if Navy Federal is that wwy as well. However, Im aware that generally there is atleast two people that balances out the ATMs, as my mother managed in Banking for decades. Im 100 % sure, that upon doing a balancing count in that machine that atleast*, the machine that is furthest to the left when facing ATM machines ( closest to the entry door ) is XXXX $ over. Im unsure if any one else has suffered this tyoe of inconvenience, but my heart gies out to elders whom arent alert enough and may do a deposit, and assume that the machine is 100 % accurate when it in fact can be faulty. Upon entering the bank, I requested to speak with a manager. The door greeter, instead called me and notified me that someone said the ATM wasnt over. While Im aware that the cash side maynt reflect an overage as the 3 ( XXXX $ bills ) wasnt counted. However, an internal investigation is necessary as whomever counted the ATM for the night of XXXX is not in honor. As they counted the checks, Im 100 % sure the 3 ( XXXX $ bills ) were noticed. But because it was jammed on the checks side that didnt count it, it technically didnt affect the cash accounting being off balance, my 3 ( XXXX $ bills ) was compromised. I feel robbed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I alerted NFCU that when I went through the credit application process ( Which according to their disclosure that they sent me which states that electronic messages are considered " writing '' ) that I gave them a security and a tendered payment with instructions of how I wanted them to proceed with my application. I also included a POA document as well as informing NFCU CFO that I wished for my bill to be administered for set off each and every billing cycle. I was denied. According to Section 16 of the federal reserve act specifically where it addresses an application for notes, that in any application for notes what is applied for should be exactly what is received. I also became informed that the agent ( the CFO ) is compensated when my application and tender of payment they deposit it to the treasury. I do not understand how if I have trusted NFCU with my security ( my SSN ) how i do not receive a benefit when they have been compensated during the process and how I can possibly be being denied for a credit card To my current knowledge I believe this is a breach of fiduciary responsibility, as I trusted NFCU with my private information ( my SSN & tendered instructions ) but I was still denied I also altered NFCU that I was the Agent acting on behalf of the principal for which they did not respect the capacity for which I was acting ; My opportunity to act within good faith was never respected by NFCU, however they continued to say I was not worthy of credit, This to me is evidence of discrimination prohibited by the Equal credit opportunity act
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Delays in the application process
Consumer Complaint: I began a home loan application with Navy Federal Credit Union ( NFCU ) on XX/XX/2023. I was already pre-approved, and had received conditional approval from their underwriting department. In order to move forward with final approval, NFCU needed proof of an insurance policy, home appraisal, and to conduct a final review of all the documents. Per my contract, NFCU needed to provide me with a final answer about financing by XX/XX/XXXX. Both the insurance policy and appraisal report were submitted to NFCU on XX/XX/XXXX and our file was sent to underwriting for a final review. We were told underwriting generally takes XXXX to respond. On XX/XX/XXXX I received and signed the closing disclosure documents and was even told there would be no problem closing earlier than our contract stipulated. Since then, NFCU has been unable to provide us with a final answer about financing. They have continued to ask for information that was previously submitted to be submitted again, asked for these documents one document at a time, and waited XXXX to give a response to only request more documentation they already had. We consistently wait XXXX to hear back despite providing all documentation the same day it was requested. Per my contract with the seller, NFCU must provide an answer about financing by XX/XX/XXXX. According to my last conversation with our loan officer, NFCU " hopes '' to have a better answer for us by XX/XX/XXXX. This date will fail to meet the deadlines stipulated in the contract, and unless the seller is willing to grant an extension, I will lose my escrow deposit and possibly the house. Despite asking for an expedited review from underwriting, asking that they request all additional documentation at one time, and reminding them of the dates required by the contract, NFCU has refused to move the process along or provide a reasoning for why underwriting has been unable able to grant final approval.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32807
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Closing on a mortgage
Subissue: Trying to communicate with the company to fix an issue with the loan closing
Consumer Complaint: During my purchasing, Navy Federal kept stalling my progress by letting my documentation sit on individuals desk without checking to ensure all documents where signed and completed. Within one week of closing where I would have lost my XXXX earnest pay, my contract had to be escalated to a higher department because the loan officer that was assigned to me just let my documents sit on her desk. She never reviewed any of my paperwork. On top of which, I felt the appraiser and inspector where paid off to overlook defects with the home so that it would pass and the seller wouldn't have to pay. My home was grossly overpriced and Navy Federal new it and would not advocate for me. Now I am stuck in a home as a XXXX veteran, there is work that the home needs especially with the plumbing which I told them I believe there was a flood in the home at some point and XXXX needs to pay. There was so refrigerator in the home because the hallway was too narrow to put one in unless you removed the banister. This was a poorly constructed XXXX XXXX home and I need help refinancing so I can get the needed help with repairs so I can sell it and find something more affordable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85035
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Getting a loan or lease
Subissue: Credit denial
Consumer Complaint: On XX/XX/2023 I received a credit denial for a used car loan amount of {$30000.00} from Navy Federal Credit Union. The key factors listed for the denial listed the following reasons : Serious Delinquency ; Too many consumer finance company accounts ; Number of accounts with delinquency ; and ratio of revolving balances to credit limits are too high. I ordered my credit report and discovered the reasoning for my denial did not coincide with the report. I know the real reason for the denial was/is XXXX discrimination.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I attempted to open an account through sponsorship in XX/XX/XXXX. I received a message that I couldnt open an account online because of security reasons. I found out I had been a victim of identity theft and in XXXX someone attempted to open and account in my name. Resulting in a profile being created with Navy Federal. After finding out I spoke over the phone with a security team member who advised it would be a good idea to go in person to a local branch. After doing so I successfully was able to open my accounts. 1 checking and 1 savings. I made my initial deposit and everything was fine. Less than 24 hours later my account was locked and I was blocked from having any access. I later found out due to the on going investigation for the fraud that was committed they locked my account to investigate. Fast forward I receive confirmation over the phone and several apologies for the repeat mistakes and federal violations that Navy federal had committed. I was told to go into a branch again to complete my account opening and have said repaired funds transferred. I did that today XX/XX/XXXX. After two hours of waiting and calling and going in circles. I was still unsuccessful opening my account and they werent willing to return the funds I deposited to that exact location previously. Management there didnt want to talk to me and told me to wait in the lobby after I waited in que for 45 minutes prior. This by far is the worst representation of a company and the discrimination against me and my accounts was felt. Several federal laws have been broken by this financial institution. I plan to seek monetary damages for my trouble.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33573
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: XX/XX/2023 Received a pre-approval from Navy Federal for a VA backed mortgage, loan processers was sure I was approved due to preapproval and then I was rejected. I'm XXXXXXXX XXXX and feel it was discrimination. I tried to go into local branch, loan officer is not there daily
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/ i electronically messaged navy federal regarding my account, they are constantly billing me to cover charges that they are supposed to be covering, as defined by 12 CFR 1002.2, i am a federally protected consumer. I am aware that there has been credits issued to my person but have not been properly reflected, issued, or disclosed to me through permissible means. To resolve this dispute, I am demanding they probide me with FULL, ORIGINAL, and/or UNALTERED documentation that specifies credits, tax liabilities, discharge of debt, bonds, and or securities as they are applicable to my account, prove that i am not the borrower on my account and that when balance is in a positive balance that is credits to my account and not a debt, anything that is a debt will be in the negative balance. I have also mailed them a certified and notarized billing error notice
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33033
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Application denials
Consumer Complaint: I applied with Navy Federal Credit Union for a new home loan XXXX back in XXXX and I was denied I went to another Mortgage lender and was approved this is clearly XXXX discrimination and they need to be investigated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98604
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/2023 I took out a new car loan through Navy Federal to purchase a XXXX XXXXXXXX XXXX price that {$43000.00} I finance {$25000.00} through Navy Federal. Unbeknownst to myself the car was stolen from a car dealership The title was counterfeit and the Vin number had been replated. Navy Federal has the identity of these criminals as well as video footage of these criminals at a navy federal branch located at XXXX XXXX XXXX, XXXX, NY XXXX. On XX/XX/2023 I filled out a consumer loan addendum agreement/decoration of loss and I filed a decoration of fraud/forgery on XX/XX/2023. I also reached out to Navy Federal in writing on XXXX 2023 informing them that they do not have my consent to report this fraudulent account on my credit report. And that this loan should be deleted, and declared a loss. Unfortunately, Navy Federal conducted a fraud investigation, which determined no fraud, had taken place which to me is impossible. I requested a copy of the fraud investigation and was denied and advised to subpoena for the investigation. Please look into this matter that violates the fair credit reporting at 15 USC1681b, permissible purpose and 15 USC 1681 fitness and accuracy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21218
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A