Date Received: 2023-10-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/XXXX i applied for a Navy Federal Credit card. My application was not approved. I advised Navy Federal that I have the right to credit. That withholding my access to my securities is Security Fraud. I advised that they were violating the Equal Credit Opportunity Act and Consumer Credit Protection Act. Since they are denying me my credit, I asked to please retract my applications for XX/XX/XXXX and for past applications refer to application # XXXX as well. On XXXX- Navy Federal Response XX/XX/XXXX : Thank you for taking the time to bring your concern ( s ) to our attention and allowing us the opportunity to respond. We have reviewed your recent credit card application. Our review has confirmed that the credit card application was declined correctly pursuant to Navy Federal 's underwriting guidelines. While we are unable to disclose Navy Federal internal guidelines, we can advise when determining if an applicant qualifies for credit, various criteria are reviewed to ensure creditworthiness. This criteria includes : monthly income, details reported by credit bureaus, as well as your Navy Federal account characteristics such as account standing and other various factors. Based on our lending criteria, you currently do not qualify for an unsecured credit card. As part of the application process, permission is granted for XXXX XXXX to obtain and/or use a consumer report to evaluate credit worthiness ; therefore, we are unable to cancel or retract the hard inquiry or credit card application. We value your membership and consider it a privilege to serve you. If you have any further questions, you may contact us any time toll-free at XXXX. On XX/XX/XXXX - My Message : As a member of this lending institution, by law, I have a legal right to credit. I need to have a member of your lending team or a underwriter review this as this is misleading. Under Title 15 USC 1611 False and misleading of my own credit. I've been given false and inaccurate information that fails to provide information that is required to disclose under the Act. If my application or credit can not be applied to me, I will have to take additional action and will need documentation from an underwriter also stating the denial, which will be documented as discrimination under the Consumer Credit Protection Act of 1968 and the Equal Credit Opportunity Act. Regardless of my creditworthiness, both parties are to act in good faith. XX/XX/XXXX : To whom it may concern, I, XXXX, XXXX on behalf of XXXX XXXXPrincipal hereby accept all titles, rights, interest and equity owed to XXXX XXXX. Please advise if the adverse action was based in whole or in part on information contained in a consumer credit report or on information obtained from a source other than a consumer reporting agency, if the adverse action was based on information from a source other than a consumer reporting agency, please indicate the nature of the adverse information, such as credit worthiness, credit standing, character, general reputation or personal characteristics and reconsider the application that was submitted for approval. Your review of this matter is greatly appreciated. If instructions are not completed, I instruct Navy Federal Credit Union to respond in writing within two ( 2 ) days giving reason for non-performance of fiduciary duties and breach of contract, and to retract/rescind application sent in for the credit card approval. If no communication is made within two ( 2 ) days, I XXXX, XXXX/Agent on behalf of XXXX XXXXPrincipal will either inform the Consumer Financial Protection Bureau of the breach of contract, security fraud and discrimination or assume that instructions have been completed and account information be sent back to the address on file. XXXX XXXX XXXX XX/XX/XXXX : Thank you for your message. We have conducted a second review of your most recent credit card request. After review, we have determined that in accordance with XXXX XXXX 's underwriting guidelines, we are unable to approve your request for credit at this time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
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 charged {$30.00} to a company XXXX on my navy federal credit card. They sent a receipt stating $ {$30.00} was the total charge. Then I received another receipt stating my card had been charged for {$37.00} They had increased the charge when they posted to my credit card. I then checked the company name XXXX and Many sites said it was a company in XXXX, it was a scam. I called Navy federal and asked that my number be changed as they had my credit card number, Navy federal overnighted a new credit card which I received and told me when the charge posts, to call back and create a chargeback. When the charge posted to my account I called Navy Federal during the day and provided the chargeback information. They stated they will transfer me to the fraud unit and stated it would be an hour 's wait. I said you have the information, to wait an hour is unreasonable. She stated sometimes it takes 4 hours to speak with fraud. I said you are not making yourself available to report fraud and you have a policy which states : What's Zero Liability? The Zero Liability policy is our commitment to get your money back, often the same day, when youre a victim of fraud. Well investigate your fraud claim on your behalf and issue you a provisional credit. The Zero Liability policy only covers transactions that have been confirmed by Navy Federal as fraudulent and that are reported to Navy Federal in a timely manner. You must report suspected fraud as soon as possible.-I stated not exactly the case if you are forced to wait to report. You are not making yourself available to report and many may just not report the fraud because of the required wait. It is up to Navy federal to have the staff available to allow reasonable reporting in a reasonable amount of time. She stated I might try in the middle of the night. So she said is there anything else I can help you with? I said no having given her the fraud information. I wrote the CEO of navy federal stating that 1 hour, 4 hours is unreasonable to wait to report a fraudulent charge. That they have to be available to receive and process a fraud complaint. At XXXX I got up and tried to speak with fraud again. Again I provided the navy federal representative with all pertinent information qualifying as reported. Again I was told I would have to wait on line and the wait is 2 and a half hours now to speak with Fraud. I said you have the information needed for the fraud. I am XXXX XXXX XXXX and very sick with illness and they expect me to stay up in the middle of the night so get clearance from fraud before they can refund my money. I said this is not right, you are steering people away from necessary reporting under the rights under the law. Again is there anything else I can help you with.I said it has been reported. I contacted the CFO again and updated her again that they were not available to receive complaint of fraud when exercising my right to chargeback. At XXXX I tried again and fraud said 15 minutes and they will call me back. They did, looked at the notes and stated the money will be credited back to my account. I said I have the receipts showing fraud. They said they will not be needed, the money will now be refunded. I said OK. At XXXX the next day the money had not been credited as they stated it would. I received a call the day before by Navy federal executive staff. I said it tou have to wait 4 hours to report fraud, you are not making yourself available and you are violating your own zero liability policy which is published. I said the reason being you did not hire enough people to permit the customers their right to report fraud under the laws. You are steering people away from reporting fraud. She said we are looking at that. I said it is not your reputation to obstruct card hoplders by making them wait 2 and a half and three hours to speak with Fraud after it has already been reported to navy federal staff several times. She said I am happy you got through at XXXX after waiting 15 minutes. While navy federal executive staff looks at this, all persons exercising their lawful right to report fraud are required to wait online 2 and 4 hours most of the time. The fraud unit stated that they do not need my eviudence, that navy federal will return my money. The next morning I could see no credit to my account. I called again at XXXX and it was a 2 and half hour wait and I said I want a call back. Someone did them call me back and I asked why my account was not credited, that this was resolved yesterday. She now stated that we will have to do an investigation. I said you doid not want the evidence which proves the fraud, that the issue was settled and my money would be returned. Now she changed what I was told the day before to it can take 10 days for us to investigate, that if they need the evidence they will ask for it. I said you have reopened the matter after it was settled. Now I would like the money returned after your zero liability policy. She stated that the fraud unit has no authority to return the money. I said OK, we are now going backwords. XXXX XXXX XXXX XXXX XXXX- {$37.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 225XX
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: Saturday, XX/XX/2023, I began corresponding with XXXX XXXX in regards to a cleaning lead from XXXX. XXXX is a company which states they screen individuals ( small businesses ) seeking services. This is not a FREE service, I paid almost {$200.00} for the credits. XXXX stated I had to pay a surety linkage fee to secure the project ( cleaning XXXX properties starting today, XXXX, XX/XX/2023, ending in XXXX thereafter. The surety fee was {$440.00} which was paid to XXXX XXXX by an email address via XXXX. The XXXX payment was to XXXX XXXX for {$300.00} for the lock box codes to enter the properties to clean. To no avail, I contacted XXXX on XXXX they reported XXXX account as fraudulent & to call my bank. I called my bank yesterday & today yet they said its a cash transaction. I called XXXX again today to speak with management yet was given an email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: The issues I have experienced have mounted over the course of several months. I began the process of assuming a mortgage in XXXX XXXX and finally closed at the end of XX/XX/2023. Throughout this process I experienced numerous issues, all documented in emails and phone calls that went unresolved. I requested a new loan officer be assigned to my case on two occasions and submitted multiple complaints with no resolution. The closing disclosure was wrought with issues that pointed out and sought resolution for, but communication was incredibly difficult. The values of escrow, the insurance policies, and the final mortgage were inaccurate and I requested explanation numerous times and received no responses. On the day of closing, the disclosure still did not accurately reflect the appropriate values and the proposed monthly payment for the property was not accurate. I have continuously attempted to communicate with XXXX XXXX to seek resolution, but I have received no responses. The mortgage assumptions department has completely ceased all communication with me and has refused to respond to calls and emails. I was told in subsequent phone calls to account services that an escrow analysis would be done to resolve the issue, but I have received no communication on this matter. My insurance premium changed from the previous home owner 's and my account has not reflected this change, requiring me to continue to pay the previous mortgage payment for two months now. I use a different insurance company and my premium is significantly lower which means my total mortgage payment should be less. These changes have not been reflected and a service member recently told me that Navy Federal reported my premium as more than triple what it actually is ( I of course have access to my own insurance account ). What's more is that I have never received copies of the signed documents and I am unable to access my mortgage account through the online portal. I was also issued a letter informing me that I would be charged for a lapse in insurance coverage that occurred before I became the home owner. When I called about this matter I was instructed to send a digital message with pictures of the letter and my insurance policy as attachments. NO response has been given about this issue leading me to continue to call for resolution with no assistance. I honestly do not know what to do at this point. I have tried to communicate and have asked for simple, specific questions about the mortgage to the assumptions department that have been neglected. This has made the entire process feel shady and utterly disappointing. I am concerned that I am being bound to payments that do no accurately reflect true values associated with my mortgage. I have completely lost track of the number of phone calls and emails I have sent throughout this process and attempts to resolve these matters. Filing this complaint was recommended to me, but I am prepared to pursue legal recourse. As a XXXX XXXX XXXX it is incredibly disappointing to be treated like this by Navy Federal Credit Union where I have loyally banked with for over a decade and who claims to serve our nations service members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX I sent a letter regarding inaccurate and unknown things on my credit report to this day over 60 days later I have not received a response yet. I feel like Im being taken advantage of and being ignored of my disputes. Section 611 ( a ), it is plainly stated that a failure to investigate these items within 30 to 45 days gives a reason to immediately remove those items from my credit report. It has been 60 days so they should be deleted promptly. I demand these accounts be deleted immediately or I will file for litigation due to the stress you caused me. My information was also impacted by the XXXX data breach and may have got into the hands of the wrong person.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XXXX I sent a letter regarding inaccurate and unknown things on my credit report to this day over 60 days later I have not received a response yet. I feel like Im being taken advantage of and being ignored of my disputes. Section 611 ( a ), it is plainly stated that a failure to investigate these items within 30 to 45 days gives a reason to immediately remove those items from my credit report. It has been 60 days so they should be deleted promptly. I demand these accounts be deleted immediately or I will file for litigation due to the stress you caused me. My information was also impacted by the XXXX data breach and may have got into the hands of the wrong person.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: On XX/XX/2023, I was scammed by someone claiming to be a Navy Federal Credit Union ( NFCU ) representative after I received what looked like a notification from NFCU notifying that someone was using my card. ( see attachment of screenshot of phishing text received ) After I declined that it was me, I received a call from the same number as the NFCU number asking for me to verify my identity by reading a code sent to me by email. I was under work duress and didn't fully understand what was being sent to me, but it ended up being the code to reset my password. I was unaware that I was not speaking to an actual NFCU representative, but a scammer. After that they then transferred me to another scammer who said that someone was using my account as a mule to launder money and that I needed to transfer the laundered money to one of their representatives via XXXX XXXX. At that time, they were posing as Navy Federal Credit Union on XXXX XXXX which later changed to a different user. ( See screenshot of XXXX XXXX scammer user account AFTER transactions occurred. ) Throughout all this, I was never formally notified by NFCU that a loan had been taken out in my name. I did not sign a loan agreement and I had no idea that the money I transferred was actually a loan of {$9000.00} they took out under my name. The scammers, under the guise of NFCU representatives, were advising me to transfer the money out, telling me that it was " laundered '' money. I was only able to transfer {$4900.00} of the " laundered '' money to them and when they realized I couldn't transfer the rest they said they'd call me back later. On XX/XX/2023, at about XXXX XXXX, I called NFCU and they told me that it looked like fraud. NFCU conducted an investigation and even after they admitted it was fraud, they said that I was still obligated to pay the other {$4900.00} to them because I had " Participated '' in the scam. I was NOT a participant ; I was a victim of fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: On XX/XX/2023 the amount of {$830.00} was just automatically taken from my joint bank account without notice. When I called the bank they did not know why a few days later I called again and they stated it was taken to pay off a credit card debt that I owed them. This credit card I was the sole owner of. It was not a joint card. They gave no notice and just took the full amount. The credit was removed from my account months earlier and I had no ways to make payments on this card. This caused me and the joint owner of my account hardships on bills that were due. This is also where my veterans XXXX checks are deposited and they have no right to take joint or XXXX funds especially with no notice.In my bank statement the debit just says adjustment. It does not even say anything about paying the XXXX debt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76082
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied to Navy Fed Credit Union twice for a credit limit increase on my VISA SIGNATURE FLAGSHIP account and was denied. I applied in XXXX XXXX XXXX XXXX XXXX. Initially I was denied for insufficient income and I sent an adverse action letter to dispute their discrimination and no response was supplied by Navy Federal Credit Union. I applied again and was denied saying that I've reached the maximum unsecured credit limit, which is a blatant lie since the card goes up to {$80000.00}. Clearly, Navy Federal Credit Union is discriminating against me as a consumer since I have rights to credit. Navy Federal Credit Union is with holding my access to my securities, which is securities fraud. Navy Federal Credit Union is violating the ECOA & Consumer Credit Protection Act. NFCU is refusing to increase my credit limit per laws set forth by Congress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77054
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: To whom this my concern, XXXX My name is XXXX XXXX my account is closed with Navy 's Federal credit union. You can get in contact with me I never received my refund from my bank account. You can give me a call at XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 381XX
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A