Date Received: 2023-10-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On or around XX/XX/XXXX I noticed my account said a payment was posted for approximately XXXX from a refund, I was expecting XXXX the actual dollar amount was not reflecting my balance causing a concern. I reached out and was told that its not showing because they had to wait to receive some sort of release from merchant and that it should reflect on my account by XX/XX/XXXX. I work and receive all deposits to my account. So, I calculated all of my work deposits and other sources of income from XXXX XXXX XXXX and they did not place my XXXX refund to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I accidentally submitted an incorrect account number through Navy Federal Credit Union ( NFCU ) to XXXXXXXX XXXX XXXX XXXXXXXX ( XXXX number was off ). Both accounts that should have been involved in the transaction are in my name. After I realized this, I reached out to every party possible ( originating bank, receiving bank, XXXX, etc. ) and received no help. I requested contact information for the account owner so that I could reach out to see if they would voluntarily return the funds. Both financial institutions refused to submit disputes or provide me with resources, despite the fact that all transactions occurred on their websites. Transactions : XXXX XXXX XXXX} transferred via XXXX XX/XX/2023 : payment finalized to wrong account XX/XX/2023 : notified that transaction was finalized on XX/XX/XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Navy federal as restricted my account and I asked for ymfunds to be sent to me via certified check and all my accounts be closed and they still have not done that they have made numerous adjustments to my account over the last year and it as been problems after problems there was no fraud on my account I never reported any fraud and yet here I am without my money and a restricted account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: SUMMARY : - NFCU Fraud Investigation was completed without any contact with account owners. - No real investigative proof supplied by NFCU except a questionable statement determining the device responsible for the activity, leaving possible forensic holes in what they did. - No avenue for appeal allowed by NFCU for my wife and I, the aggrieved parties - No information released to us by NFCU ( as their XX/XX/XXXX claim denial stated we had a right to ) without a law enforcement subpoena ( even though no court case exists up to this point in time ) NOTE : The NFCU accounts referred to in this complaint are co-owned by my wife and myself. Neither of us entered the three disputed XX/XX/XXXX activities XX/XX/XXXX : There was unauthorized activity in our Navy Federal Credit Union ( NFCU ) accounts. Activity included these steps : - The creation of an ACH transaction in order to move monies into an external XXXX XXXX account, the owner of which is unknown - A transfer of {$4900.00} from our home equity HELOC into our ( then ) checking - A transfer of {$5000.00} out of our ( then ) checking to the external account created ( 1st step above ) XX/XX/ : I noticed the above mentioned activity and contacted ( NFCU ) immediately. The customer service rep who took my call accepted our claim of fraudulent activity and made the necessary security remedies to our accounts, such as account number changes. At the end of our call, she mentioned the NFCU Fraud ( Security ) department will take a look at the activity and may call me for more information. Fraud ( Security ) department never did call. Subsequent to XX/XX/XXXX : - Received an unsigned letter from NFCU Security Department, dated XX/XX/XXXX, claiming their investigation determined the fraudulent transactions were legitimate, an inaccurate assessment. - In the letter there was no specific explanation of how/why they came to that decision. - Also in the NFCU letter was an statement saying we, the account owners, have the right to request information concerning the investigation and how we arrived at this conclusion a statement with a caveat as it turned out in that they subsequently stated several times it would take a subpoena by law enforcement for them to release anything to us - For several weeks of our effort to resolve the issue, NFCU exhibited nothing resembling an advocate for us, their customers. - Contact for two weeks with NFCU included Three ( 3 ) phone calls, Four ( 4 ) e-mail exchanges and several media posts. All this resolved nothing and provided little additional information. What little detail we were able to obtain from NFCU - Their decision was based on their finding that the three activities in question on XX/XX/XXXX were performed from what they described as an historic device. - Whether they were referring to our laptop or my phone ( the only two devices used for NFCU purposes ) is unknown NFCU was unwilling to divulge that information. - NFCU provided no avenue for appeal. Decision was final. According to NFCU ( and contrary to what they wrote in their XX/XX/XXXX claim denial letter ), any information I wanted on the matter could only be obtained through a law enforcement subpoena, including : - How extensive an investigation did they perform ( e.g. once they determined the activity came from an historic device, did they make any further forensic effort to determine if there were remote/external sources involved in manipulating the historic device ) - The account info of the external ACH fraudulently created on my own account. That info was available to me at before NFCU removed it and told me I was not privy to that information ( which in essence goes against their assertion that the fraudulent activity was legitimate if it was indeed legitimate, then that info should be available to me ) Conclusion : - The NFCU Security departments fraud investigation in this case was nothing more than incomplete, misleading or dishonest. Perhaps a combination of the three. - If the investigation was done honestly and with due diligence, it would have been found that the access to the historic device mentioned was, I am sure, a remote connection outside of our home network, either from inside NFCU or elsewhere. If indeed the historic device was used. - NFCU refusal to supply any facts behind how they came to their historic device conclusion is eyebrow raising and contrary to what they offered in their XX/XX/XXXX claim denial letter in terms of providing investigative data - NFCU refusal to provide an avenue for appeal of their decision is outrageous - The smokescreen so sue me mantra of needing a subpoena from law enforcement for any info pertaining to this issue is an interesting roadblock considering no legal case was ever begun, anywhere, on this matter up to this point in time
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04106
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: 15 U.S.C 1681 section 602 A. states I have the rights to privacy. 15 U.S.C 1681 section 604 Section 2 : it also states a consumer reporting agency can not furnish a account without my written instructions This account was fraudulently used while I was on a XXXX in the military and ended up being sent to collections. I want this account removed from all 3 credit bureaus XXXX, XXXX and XXXX Please. I am currently stationed in XXXX, XXXX and have been trying to get this account removed for some time. This account has been sent to debt collector and they have been constantly harassing me to pay for an account that was not used or authorized by me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am writing to file a formal complaint against Navy Federal Credit Union, a financial institution subject to the Gramm-Leach-Bliley Act ( GLBA ), for their failure to comply with my GLBA opt-out request. On XXXX I sent a written request toNavy Federal Credit Union, exercising my legal right under the GLBA to opt out of the sharing of my nonpublic personal information with credit reporting agencies. This request was submitted in accordance with the GLBA regulations and guidelines. Despite the clear and lawful nature of my request, I have yet to receive any acknowledgment, confirmation, or response from Navy Federal Credit Union. Their lack of communication has caused me significant frustration and concern regarding the privacy of my financial information. I have attached a copy of my initial opt-out request, which includes all the necessary information required by the GLBA, to this complaint for your reference. I believe thatNavy Federal Credit Union 's non-compliance with the GLBA poses a serious violation of my consumer rights and privacy, and I kindly request the intervention of the Consumer Financial Protection Bureau to investigate this matter. I request that the CFPB conducts a thorough investigation into the non-compliance of Navy Federal Credit Union with GLBA regulations and takes appropriate action to ensure that they promptly acknowledge and process my opt-out request. Furthermore, I request that Navy Federal Credit Union be held accountable for their failure to adhere to GLBA guidelines and that they are made aware of the potential legal consequences of their non-compliance. Please consider this complaint as a formal request for investigation. I appreciate your attention to this matter and your dedication to ensuring consumer protection and privacy. I trust that the Consumer Financial Protection Bureau will take the necessary steps to address this issue promptly and effectively. Thank you for your assistance in resolving this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed by a fake small business loan program, never had my debt card info but they somehow hacked my XXXX XXXX next time my account was frozen and it was with security I never even touched the money at all now I owe money that was fraudulently deposited into my account and my paycheck is confiscated and I can not feed my family I am in great turmoil and now im in a financial crisis
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32507
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XX/XX/XXXX, I checked my account because I was awaiting a transfer from one of my other accounts for some funds to pay for Divorce ( which I was saving ). When I checked my account, I saw that there was a charge for XXXX so I called the bank and they said that it was for a credit and that I would have to call back at XXXX XXXX. I did and they said that it was for a line of credit ( XXXX ) I had in in XX/XX/2018 so they took the funds as a payment because I did not make a payment since XX/XX/2018, they were unable to reverse the charge. So, I called back and spoke to another agent, and she said when you owe the bank money you owe the bank money and they I had to pay. She said it's either I settle, or I get on a payment plan either way I am not getting back the money. I told them I wanted to close the account they said that I had to wait until all of the charges was no longer pending then I could close the account. Later that someone contacted me and offered a particular refund which I would have to pay back as well and I said no, but the lack of humanity from this person and to empty my account, for a charge that is XXXX years old.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: I report this Fraud information to my bank Navy Federal Credit Union XXXX XX/XX/2023 that my funds from my checking and saving account has been fraud /scam for a total of {$14000.00} with not of my knowledge or my consent. I do not know any of these person and never heard of them. I went down to the Navy Federal Credit Unit in personal with my bank statement and show them what had happen that somebody had tamper in my checking and saving account. They took down the info what had happen and told me to wait 15 days for the there security team investigation this situation. I received a reply from security investigation on XXXX XX/XX/2023 and they said that concluded that no error occurred base on account activity and I was full responsible for the full amount of the claim {$14.00}, XXXX. I request a Security Appeal and the second request said the same thing as the first one did. I did not work for this amount of funds for somebody just wipe by funds clean off by bank account. My funds is not safe and security at this bank facility. I still don't agree on there investigation process because they did not give me in full detail what I request. My family is in a hardship stage because they refuse to give me any compensate for the pain my family is going through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23701
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The fair credit reporting act 15 USC 1681 section 602 a says there is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness impartiality, and I respect the consumers right to privacy. I have the right to make sure my private information isnt shared which is proven in 15 USC 6801 which states, '' it is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its consumers and to protect the security and confidentialities of those consumers non-public personal information. ( furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that in general subject to subjection ( c ), any consumer reporting agency may furnish a consumer report on the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. ( Furnisher of information to credit agencies ) the financial institution and consumer reporting agencies XXXX and XXXX do NOT have my consent to furnish this information and they surely do NOT have my written consent. Any and all consent to XXXX, XXXX, ( furnisher of information to credit agencies ) be verbal, nonverbal, written, implied or otherwise is revoked. 15 USC 6802 ( a ) ( b ) states that a financial institution may not disclose nonpublic personal information to a nonaffiliated third-party unless-the consumer is explained how the consumer can exercise that nondisclosure option. ( furnisher of information to credit agencies ) hes never informed me of my right to exercise my nondisclosure option. In addition, 15 USC 16 81C ( a ) ( b ) except as authorized under ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes with auntie dates to report by more than seven years. These accounts were an adverse items they are reporting again without my permission which is against the law 15 USC 1681 s2 ( A ) ( 1 ) A states a person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is in accurate. 15 US code 1681e states " every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681C of this title in to limit the furnishings of consumer reports to the purposes listed under section 1681b of this title. Also 12 CFR code 1016.7 says A consumer may exercise the right to opt out at any time. " I am opting out of your reporting services. ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75241
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A