Date Received: 2023-11-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been filing disputes with my bank and Navy Federal has been taleing 90 days to complete my dispute or not giving me provisional credit, I have been Holiday shopping and I made a purchase on XXXX and sent two returns. XXXX, said they needed to verify me and to upload a state drivers license which I completed. XXXX said they would send me my refund within 3-5 business days since XXXX XXXX its now XXXX XXXX and I still haven't received my refund. I contacted Navy Federal Credit Union who is my banker to dispute this case and get my money back. I have been denied a provisional credit and Navy Federal hasn't requested any additional information that they need. I can not wait 90 days until this dispute because I need access to my funds to pay my bills.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I submitted a dispute and on XX/XX/XXXX, I received a response from Navy Federal stating the dispute was resolved in favor of the merchant because I had not submitted the requested documents. I called them and someone assisted with pulling the documents I had submitted on XX/XX/XXXX. I spoke with someone else and she advised me that in her experience, I needed to provide a detailed invoice, and that was probably why it was also denied, since they did not have that. I resubmitted the invoice and it showed the tracking number and I submitted the photo of the house it was delivered to, also showing the tracking number from the invoice. I submitted a photo of my house showing it was not delivered to the correct address. On XX/XX/XXXX, they resolved the claim in favor of the merchant stating they said it was delivered on XX/XX/XXXX. My photos clearly show it was delivered on the XXXX as well, but not to my house. The supervisor said she spoke with them and their response was for me to file a claim against the shipper. I did not do business with the shipper, my dispute is who I did business with. It would be up to the merchant to file a dispute to get their funds back for a service they paid for and did not get from the shipper. I am providing XXXX photos. XXXX will show my order with the total. I did receive XXXX item, from XXXX, which I have stated and not disputed. Another photo will show the items with the tracking number. The next photo will show where the item was delivered and the tracking number. The final photo, the black door, will show my house, which is clearly not where it was delivered. For my bank to tell the member, after they see the evidence, to go after the shipping company, is beyond acceptable. If they are the ones who do the disputes, they would know this is not possible and should have given this advice to the merchant, who can actually make an insurance claim against the shipping company, since they paid them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: These inquires need to be deleted off my credit report. I did not authorize these companies to run my credit therefore these inquiries are fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33065
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My debit card use was restricted so now I cant use my debit card to make everyday purchases or send money. Keep in mind I have a family and one year old son to provide for and this is completely not ok to do to someone all because I had to get another debit card from fraud charges that happened on my account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 285XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX refused to update my XX/XX/2023 statement closing balance to reflect my Navy Federal Credit card was paid in full with a XXXX balance. Navy Federal Credit Union submitted balance information to XXXX but with my balance as of XX/XX/2023 which didn't reflect my true and accurate statement close as of XX/XX/2023. Navy Federal Credit Union advised XXXX 's credit reporting system has an internal glitch that they are aware of and has been ongoing for some time. Navy Federal advised they could not backdate or submit my XX/XX/XXXX statement because XXXX would not allow for it to be submitted. Navy Federal agreed to resubmit my information to XXXX after i paid my card in full, however, upon submitting a payment in full Navy Federal advised XXXX would only accept XXXX credit update every 30 days and any additional updates would be denied by XXXX. I was directed by a supervisor to pay the card off and Navy Federal would in fact submit another report to XXXX. This did not occur. The system error and refusal to rectify this issue has caused me significant financial hardship and denied my ability to receive favorable credit and obtain financial products that would allow me as a Federal employee on deployment to utilize an unrestricted government card due to my credit score. An update to my credit score would have allow me to avoid out of pocket cost and untimely reimbursement of funds that could be used to support my family, but instead were tied up awaiting reimbursement. An update to my credit score would have also allowed me to close on the refinancing of a commercial property.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 434XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am writing to dispute the presence of inaccurate late payments on my credit report, as listed in the report provided by your bureau. I have carefully reviewed my credit report, and I have identified inconsistencies regarding late payments that I believe are erroneous and require correction. XXXX XXXX XXXX XXXX XXXX - Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history I have always been committed to maintaining a positive credit history, and I can confirm that all payments for the aforementioned account were made on time. I have maintained a responsible and timely payment history with the creditor, and there is no basis for the reported late payments on my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92802
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I deposit on XX/XX/22 amount of {$10000.00} and money was transferred to 3 or more accounts. I pay all money that due before deposit of {$10000.00}. Navy Federal system crash on mobile app of transfer to another union credit bank. I call and went local bank about my money. Navy Federal state that money never send and close and told me send me email about situation. I never received email and bank act like I spend my money. From what told to me at local branch, the system crash and now that they discovered that. Navy Federal must filed claim against insured to reclaim my money. Now they stated to me that my money never sent over, but it was not returned.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29440
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Improper use of your report
Subissue: Report provided to employer without your written authorization
Consumer Complaint: as a consumer, I did not conduct any of those transactions I did not authorize any of those I demand immediately that those accounts be removed or each account that is reflecting on to my report, I will restart requesting {$1000.00} for each inaccuracy that has been reported onto my consumer report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 234XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I lost my job back in XX/XX/XXXX, so I went to my local Navy Federal explaining this and was told that I can apply for the Mortgage assistance application. When I asked how was i to return the application, i was told that I would have to mail it in, that it could not be done electronically or fax. So I mailed the packet in XXXX I believe on the XXXX, but Im not sure, I have a screenshot from XXXX with the tracking date. But when I called to check on if they received it, I was told that they did not receive the complete packet just some documents. I explained I mailed the complete packet, so how could they only have part of it? I was told that it is possible that the person in the mailroom did not scan up the full packet correctly. I then asked how is that my fault? I was then told that they have this new system where i could upload the application called XXXX, i did so as requested but the system would not allow me to upload properly, it only allowed some documents to be uploaded but not all. So I was then told that i could send the remaining documents requested through the banks emessaging system, i asked why was i originally told that i could not do it through there, and that i had to pay {$15.00} to mail it in, I was told they were unsure of why i was told that. So I sent the packet through the emessage, I was then told that they did not again receive the full packet, and that I should email it to XXXX, which I did on XX/XX/XXXX. Again I was told they did not receive the complete packet, even though they received some of the documents from the same email but not another document which doesn't make sense. So I resent the requested documents on XX/XX/XXXX. After finally getting everything sent in I was told that they would only allow me to be able to get assistance, if i was to restart my loan, I told them no I'm trying to be done with them as soon as i can. So now XXXX has come and i am able to pay the full balance owed thanks to my parents assistance. I called them in XXXX and asked the representative how much I owe for my balance and that I wanted the full amount due. She gave me the total of {$2600.00}. That is what I paid on XXXX XXXX. With an overage of {$80.00} that went towards late fees. Everything seems back to normal, and I am able to pay on time due to the fact I have rented my condo out, and with my tenants rent I am able to pay on time. That is until XXXX I see an additional amount of {$140.00} on my account that is due, so I called to inquire. I am told that it is inspection fees for the account being in a past due status for more than 45 days. I explained that I have been paying on time since i brought it current back in XXXX so why am I being charged now. They were unable to give me an answer other than that I owed the amount. But they say the fees are starting from XXXX XXXX XXXX. So Im confused if I called and asked what my full balance due was and was given the amount of {$2600.00} why was the fees not added then? And why am I just now seeing them in XXXX? Nobody could give me an answer so I asked for a supervisor, I was given to a XXXX XXXX and again had to explain what was happening since XXXX, he also couldnt give me an answer other than there could have been a misunderstanding, and Im like no, if I ask what my full balance is, I should be given the full amount due so that I could pay the full amount due to be current. He says that he will take a listen to the calls from XXXX to see if there was a mistake. This was on Monday XX/XX/XXXX, he says he will call me back on Thursday on XX/XX/XXXX. He never calls, so I start calling him and requesting him. Each time I am told hes not in and will return tomorrow. I call again today, and I am being told the same thing. Now I feel as if he is just avoiding me and not wanting to speak with me because he knows that they are wrong. All the while since XXXX to XXXX, they kept sending the Mortgage Assistance Application packets to my address as if I had not already been working with them, the packets are at minimum 15 pages long. I had to of received at most 100 packets, all the while threatening foreclosure, and driving my XXXX and stress through the roof. I had been working with them since XXXX trying to save my home, and they did nothing but make the process difficult and exhausting. Now were in XXXX and I am still having to deal with them trying to intentionally add fees to make it harder to afford my home. On top of that I received a letter from my Home insurance, XXXX XXXX, stating that I had a payment of {$110.00} return, I was confused because I dont pay them directly it is paid when I go to pay my mortgage, so I was confused when I received this letter. I called and spoke with them, and they claim that Navy Federal made two payments on! XX/XX/XXXX XXXX for {$110.00} and XXXX for {$750.00} totaling to {$860.00}. XXXX, but they were returned. But were eventually paid on the XX/XX/XXXX and XX/XX/XXXX. But because of that I have to pay a late fee of {$15.00} and that it can not be waived. But why should I pay a late fee if the payment was returned through Navy Federal, not me. So I called navy federal on XX/XX/XXXX and I was told by a XXXX XXXX XXXX XXXX ) that they paid the full balance of {$860.00} on XX/XX/XXXX and it does not show as returned. She told me to send a emessage explaining all of this so that it could be investigated further. So I did. I spoke with someone today XX/XX/XXXX and they could not assist with it nor get me to XXXX XXXX. I feel as if I am being intentionally targeted and am a victim of my rights being violated. I have the right to redress and they are not trying to set anything right, instead they are being greedy and taking from the very people that they are supposed to be assisting. I see that Navy Federal has a history of doing this, and I unfortunately have fallen victim to their games. I could really use some assistance on this because I am simply a human being trying to make a living and provide for my family, and they are making it more difficult to do that. I am stressing to the point where it is affecting my health, and that is not good. I just want to put this behind me so that I can move forward with my life. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32209
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A