Date Received: 2023-08-31
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: Navy Federal sent me the following message regarding a check that was issued to me and presented via my mobile app for payment : We're delaying {$2300.00} of your total deposit of {$2500.00} into your account ending in XXXX, received on XX/XX/2023. We've taken this precaution because we have reasonable cause to believe that the check is uncollectible from the paying bank based on confidential information that indicates that the check may not be paid. If the bank pays the check, you can expect to receive your funds within XXXX business days of your deposit. We understand this may be an inconvenience and are sorry for the delay. Please know, the security of your account is our top priority. If you have any questions, please call us toll-free anytime at XXXX. You can also send us a secure message through online banking at XXXX, or write to us at : Navy Federal Credit Union, XXXX XXXX XXXX, XXXX, VA XXXX The problem with this is that, no such information exists and this his a outright lie that they have told me. The check literally has a phone number to verify its authenticity to which I called and got a tracking number for the Check. Why are they allowed to say inaccurate things without merit and withhold payment yet collect interest at the same time? While the customer is being lead to believe they have real information that is preventing them from cashing the check? I have a 5 day hold on my check for no valid reason based on a lie being told by security which doesnt have anyway to be reached or communicated to in anyway and no recourse to dispute or have such information challenged and or corrected or removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: On XX/XX/2023 I deposited {$1200.00} into my checking account at Navy Federal Credit Union. They immediately transferred that money to pay against a credit card without my authorization. When I called them and told them that I had not authorized the transfer and would like my money returned they informed me their policy did not allow that. I spoke with two supervisors and informed both of them of 1026.12 ( d ) Special credit card provisions and that they could not transfer money from my checking account to offset a credit card. They informed me that their policy allowed them to and that the law I mentioned did not apply due to their policy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Dodd-Frank Act, Title X, Subtitle C, Sec. 1036 ; PL 111-203 ( XX/XX/XXXXXXXX ). Sec. 1031 of the Dodd-Frank Act. The principles of unfair and deceptive practices in the Act are similar to those under Sec. 5 of the Federal Trade Commission Act ( FTC Act ). The Federal Trade Commission ( FTC ) and federal banking regulators have applied these standards through case law, official policy statements, guidance, examination procedures, and enforcement actions that may inform CFPB. The standard for unfairness in the Dodd-Frank Act is that an act or practice is unfair when : ( 1 ) It causes or is likely to cause substantial injury to consumers ; ( 2 ) The injury is not reasonably avoidable by consumers. It took 18 days to speak with someone from the security department on this matter initially and the exact words were mentioned : You will not lose your account. Every member has to go through this verification within the first 6 months. Go to your local branch and file an appeal, have them fax or email it to us and we will have your case solved once we verify your information to remove this 1st Party Fraud alert. I did so, and continuously called the banking security department for an update. As the days still go by, theres a credit card that i was APPROVED FOR that is due. No statements. No word from Navy Federal other than they were verifying my documents. After multiple tries and being on hold for 2-8 hours a day, they never gave me information. It went from 10 days to 30 days. I did manage to speak with someone that put a grace period on my payments for 60 days while the other department, whom no one can contact, fixed the issue. NO CUSTOMER SERVICE REPRESENTATIVE could access my account to send statements. I dont know anything charged on my account after XXXX XXXX XXXX Nothing. Although no one has sent me a statement to my address on file, means Im unaware of my status on payments, due dates, credit limit, etc. As of XXXX XXXX XXXX, my credit profile states that Im 30 days behind on my credit card bill but Navy Federal has failed to provide statements when asked which has produced harm to my financial well-being also marking my account as over credit limit, closed by credit guarantor for FRAUD. Navy federal opened my account without a problem and Im the person who actively opened the account. XXXX demeaned me during the conversation on every level. Didnt have any compassion for the XXXX I was going through because of the account closure nor did he display any value in fixing the issue. The Equal Credit Opportunity Act makes it illegal for a creditor to discriminate in any aspect of credit transaction based on certain characteristics. As of XXXX XXXX XXXX I have yet to receive a statement, my account is still frozen, the account is marked as late on the credit bureaus due to navy federal limiting my options and submitting this to collections. Navy federal Credit Union completely froze my account in XX/XX/XXXX after a phone call with XXXX at XXXX XXXX. A customer service representative told me at XXXX XXXX navy federal fraud security team had VERIFIED my identity by the appeal form and submission of GA Identification and my account status was ACTIVE Upon talking to XXXX XXXX XXXX I informed him that I was going through a divorce, Navy Federal was in the loophole of adding to the crisis. Ive filed an Identity Fraud case with the FTC and no response from Navy Federal. AT XXXX my account is LOCKED FOR GOOD. My ex, XXXX XXXX XXXX XXXX, had access to my accounts and submitted numerous applications for a credit card or something else. The details were few and vague considering THIS ACCOUNT IN QUESTION WAS APPROVED WITH NO PROBLEM AND PAYMENTS MADE ON TIME. I have NOT received a CREDIT CARD statement from navy federal since losing access to my account. XXXX XXXX LOCKED my account for good because I specifically told him that while going through a divorce, I needed all of my financial documents to present to the court to have my balance on my credit card paid down or i would have to file identity theft charges and Ive done so. He neglected to tell me about the applications being processed until the end of the conversation and I could not confirm that I submitted anything else. Navy federal approved my account by account share through my brother, XXXX XXXX and everything was approved without a problem. Navy federal told me when my account was initially frozen that what I was experiencing was what EVERY member experiences during the first 6 months of a new account. She said all I had to do was submit my appeal and my account would be reopened. THAT WAS NOT THE CASE. They violated my consumer rights by failing to give me correct information concerning my financial well-being. My account was open, funded, operable without a problem. As a consumer, with an active account, I shouldve been made aware of these fraudulent applications that were being done. A judge ordered my financial documents from navy federal for the divorce proceedings in XX/XX/XXXXXXXX and as a result, I was held in contempt of court and fined {$1500.00} or 30 days imprisonment due to Navy Federal NEGLECTING to provide financial documents. This has caused my XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX all be closed because of rejected payments by Navy Federal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was compromised by someone who I thought was close to me, my card was stolen and fraudulent checks were deposited. Funds were taken out. At first, when I first spoke to security, they closed my 3 open accounts and opened me new ones. Majority of my funds were placed back into my accounts ( XXXX ) I was missing XXXX. I went into branch to pick up my debit card, and asked about the left over funds I was missing : they then resubmitted a fraud claim that was denied and now I have been deemed responsible and they took back the funds they originally gave back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: The debt was a charge-off and going past the legal alloted time
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: this is my second complaint and still no help i have attached the first complaint the resolution was that i should call XXXX XXXX the vice president of security operations center XXXX i have called XXXX times no one returns my call and no one picks up that phone. when i ask the other separtment to get me there they said i should not even have this number because XXXX does not speak to customers my money as been locked up since XXXX i am beyond upset and XXXX off the bank continues to make withdrawls from my account claiming they are returning funds that were not authorized with no proof of such things every fund i have ever recieved were authorized by me there is no fraud on my account or am i linked to any other account that as reported fraud i need my money the bank as XXXX for me between my savings and my checking and i am going to get help from a lawyer this issue as lead me to be behind on alot of payments in my life and caused me alot of problems
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance to the fair credit act Navy Federal CU # XXXX XXXX XXXX # XXXX XXXX XXXX # XXXX XXXX XXXX # XXXX has violated my rights.15 U.S.C 1681 Section 2 ( A ) States A person shall not furnish any information relating to a consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. ( B ) A person shall not furnish information relating to a consumer reporting agency if- ( I ) the person has been notified by the consumer at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is in fact inaccurate. The information provided to the persons was enough reasonable cause to have knowledge that the information was in fact inaccurate.The judgment from the courts shows I was XXXX from XXXX to XXXX of XXXX when I received 7 years of XXXX and released so there is no way I opened these accounts nor gave anyone permission to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30248
Submitted Via: Web
Date Sent: 2023-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing to file a formal complaint against Navy Federal Credit Union for the recent closure of my credit card account ending in XXXX without valid justification. This action on their part not only contradicts the principles of the Equal Credit Opportunity Act ( ECOA ) but also raises concerns about their adherence to fair lending practices. On XXXX, I received a notification from Navy Federal Credit Union informing me that my credit card account was being closed due to reasons that were not specified in the communication. This sudden and unexplained closure has left me in a state of distress and confusion, as I have consistently maintained a good credit history and have never missed any payments or exceeded my credit limit. The decision to close my account appears to be based on arbitrary factors rather than my ability to pay. The Equal Credit Opportunity Act clearly prohibits lenders from discriminating against applicants based on their race, XXXX, religion, national origin, XXXX, marital status, age, or receipt of public assistance. Furthermore, the ECOA prohibits lenders from denying credit solely on the basis of an applicant 's ability to repay. Given that my credit history and financial responsibility demonstrate my ability to manage credit, it is deeply troubling that Navy Federal Credit Union would resort to such a decision without any apparent valid cause. I believe that Navy Federal Credit Union 's actions violate the principles of the ECOA and raise questions about their commitment to equal credit access. I request that the Consumer Financial Protection Bureau investigate this matter and ensure that Navy Federal Credit Union provides a valid and non-discriminatory reason for the closure of my credit card account. I also request that any necessary corrective actions be taken to rectify this situation and prevent such occurrences in the future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I want the official loan papers with my signature for the loan
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34120
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Getting a loan or lease
Subissue: Problem with signing the paperwork
Consumer Complaint: I am a Navy Federal Credit Union Customer. I have been for many years. I have been in the market to purchase a used vehicle for the last month. My last vehicle was totaled. Someone rear ended my vehicle, while I was idling at a red light. The journey to find another vehicle has been overwhelming and very tiresome. I applied for two pre approved car loans. One through XXXX XXXX and the other one through Navy Federal Credit Union. I was pre-approved to begin vehicle searches for both XXXX XXXX and Navy Federal Credit Union. I selected to continue the auto process through Navy Federal Credit Union. I searched the Navy Federal Credit Union Used Car Auto site and found a truck. I went to the Federal Credit Union Site to complete my entire car loan application. With no problems, I was approved. The online car loan site gave me several options to choose from for a car loan, but I selected the one with the VIN number option because I had a VIN number. I was not aware that this was a " set in stone option ''. There was no note or " be aware '' notification to say that the promissory note could not be transferred if I did not go with the original Car Dealership. As a consumer, I would not have known this stipulation because it was not explained on the Online Car loan site. After several attempts to work with the original Dealership ; the truck failed two pre-inspections. I had no choice to not do business with this dealership. We did not finalize the original paperwork and I did not hand over the check. The check is {$17000.00} ( I was approved for this amount around XX/XX/XXXX ). It was still at the branch waiting for me to pick up the cashier check. I found another truck from a different dealership. The dealership was also located on the exact Navy Federal Credit Union Used Car Auto site. Both dealerships were certified to be honest dealers. The first one did not work out, but the second dealership was honest. The second truck I selected to purchase passed the first pre-inspection. The truck was a good purchase. I made my way to the Navy Federal Credit Union in XXXX Texas to pick up the check. I waited for 30 minutes to see a bank branch representative. I was able to meet with a bank branch representative and she provided me with the Auto Loan Check with the new Dealership 's name on it. As I proceeded to leave the bank, I noticed the amount of the check was not the same as on the new contract from the new Dealership. I proceeded back into the bank to bring this to the bank branch representative attention. She stated she could not alter the amount on the new contract and that I should have the new Dealership to add on new items to equal the check amount of {$17000.00}. This did not make sense so I asked for a branch manager. I want to simply ask if the promissory note can be changed to reflect the new dealership. I have research and the Promissory note does not say it can not be altered or transferred by Navy Federal Credit Union. I have already been approved for the {$17000.00} car loan. The new amount is lessor and I have a truck waiting for me at the dealership to purchase. I have made several attempts to rectify this matter and no success. I was told to apply for a second car loan and of course I was denied. I would be denied because my Debt to income Ratio has decreased because I have been approved for a {$17000.00} car loan, which is now on my credit. My credit score dropped by XXXX points because of the Navy Federal Credit Car loan. I did try to go back to XXXX XXXX. I was denied. I have a promissory note for a car loan already pending with Navy Federal Credit and my credit has changed within the last two weeks. If I try to go through other third party lenders, my interest rate will be higher than the 9 % I once had with XXXX XXXX and the 10 % I was approved already with Navy Federal Credit Union. They will determine this because of the other inquiries and the outstanding loan amount with Navy Federal Credit Union. The auto loan amount is active with Navy Federal Credit Union and I have already made a car loan payment toward that loan amount. IT IS AN ACTIVE LOAN!!! I am asking for this matter to be resolved within 24 hours. I have a car waiting for me at a local XXXX XXXX XXXX. A XXXX XXXX XXXX for only {$15000.00} ( does not include the tax, title and fees ). It only has XXXX miles. The truck is in excellent shape. PLEASE HELP ME. Thanks God Bless XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75061
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A