Navy Federal Credit Union

My husband passed away and we had a joint account(s) at the Navy Federal Credit Union. We have been a Member for 35 years!!!!! I'm writing this because of my frustration trying to get assistance from them. I have visited their office in Fredericksburg Virginia, called at least a dozen 800 and 888 numbers to no avail. The accounts are on hold, our bill pay is frozen I can't pay our bills including bills we owe them. I have gotten nasty letters from them telling me I owe this amount and I know I do but how can I pay it if I can't get to the accounts. They have a Bereavement Section that is suppose to assist me and I know I have left 25 messages and no one returns calls. PLEASE SOMEONE HELP!!!! Do Not become a member of this organization they will not help you!

I never had a problem with Navy Federal until someone hacked my account. They refuse to explain who it was or even investigate they blamed me and then said I had to pay it back. I call their security department and they were rude refused to speak and sent me to a branch. I have gone to 3 different branches and they all said the same thing about security, it s[redacted]. How is it possible that if I were to withdraw money they could tell me when, where etc. But when someone else does it they draw a blank. I believe this is an inside job because I do not swipe my card. They have taken my entire savings and froze all accounts. The amount they are demanding that I repay is more than I was originally told and NO one can tell me where they are getting this figure. They will not freeze the account to where no more money comes in so they are stealing my VA checks. The list goes on and on with these people. In short they are CROOKS and the federal government needs to investigate.

Review: I have my bank account and credit card with Navy Federal Credit Union. I used all of the money in my Navy Federal bank account in order to completely pay off my Navy Federal credit card. The payment was processed and the money was taken from my bank account but the payment hasn't posted to my credit card account. I spoke with a call center rep at Card Services (for the credit card) a few days back about this issue and they promised that it would only take 24 hours to post. Three days later... the payment still hasn't posted to my account BUT they acknowledge the fact that they have received and processed my payment but don't know why it isn't reflecting on my credit card account. I've spoken with managers and asked why they couldn't just credit my acct for the amount they received from me and they will not give me straight answer. Problem: Navy Federal credit card services has received my payment and processed it. For some reason, it hasn't posted yet although they have received the payment. I have nothing left in my bank account because I used it all to pay off my credit card, and instead of crediting my account for the amount they received from me, they are telling me they have to fix their system first before they can do anything else.Desired Settlement: I want them to post my payment or give me back the full amount I've paid to them.

Business

Response:

The following references the complaint we received on 4 June 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: Back in March I was informed that I would receive a payment late from a client which would cause me to not cover all my bills on time for that month. I chose to be a month late on my Navy Federal nRewards credit card and just take the one late fee. That way I could be on time with all my other bills. However, within a few days after being late on the credit card, Navy Federal not only charged me the expected late fee but transferred my remaining funds from my Navy Federal Checking Account to my credit card with out my knowledge. This wasn't enough to bring my credit card to current but caused my other bills to bounce which incurred me several late charges as well as overdraft fees. They also locked my account and restricted my ability to deposit funds. This forced me to have to open a new checking account elsewhere in order for me to have a place for me to deposit funds, though this process took me nearly two more weeks to set up and process, delaying my finances even longer. Their actions robbed me of my ability to manage my personal finances and turned what would have been one bill being a month late into several bills being a couple months late. I'm looking at Mid-June as being a likely timetable to catch up.

In late March I was contacted by a Navy Federal representative over the phone and explained to her everything I just explained above. Despite doing that I continued to be harassed by Navy Federal by phone, mail, and email, which served only to distract me from my work which delays me from getting paid. In April they began contacting family in regards to my account using phone numbers not associated to my account. I don't know how they found these phone numbers but I have never authorized them to contact anyone but me in regards to my account and I question not only the ethics of doing this but the legality as well. On April 23rd, I responded to one of their emails with an angrily worded message describing the details I had already told them and asked them not to contact me or my family again in regards to this issue. I also told them that if they did not respect my request that I would file a complaint with the Revdex.com.

Despite the fact that I gave them a time table as to when I expect to make the account current, requested that they not contact me anymore in regards to this matter, and have made multiple partial payments totaling $622.03 towards making the account current leaving only $601.97 currently past due, they are continuing to send me and my family harassing phone calls and emails.Desired Settlement: Since I've done and continue to do everything within my power to work towards resolving this issue, contacting me and my family serves no purpose. It only serves to anger, stress out, and delay my work and my ability to earn an income.

The minimum outcome I would like is that they honor my request and stop contacting myself and anyone else in regards to this issue.

If they would like me to regain some trust in their credit union again, they could also unlock my accounts giving me access to make deposits via the mobile app or ATMs as well as refund the overdraft fees/Returned Item Fee that was charged to my checking account.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 7 May 2014, submitted by our member, [redacted].

Review: I was honorably discharged from the United States Navy on April 26, 2013. From October 2012 - April 2013 I had 4 separate surgeries to repair injuries suffered while on Active Duty deployments and training. June 25, 2013 I lost my job at [redacted] due to missing too much work for medical reasons and physical therapy. My VA compensation claim was done incorrectly and has been reopened to fix issues, therefore I am still awaiting payment. I have been unemployed since June 2013 and can prove submitting over 40 job applications since; I currently have a job offer in [redacted], Missouri, my wife and I plan on moving there March 1st.

My wife and I have been members at Navy Federal since 2011, up until my unemployment we made all of our payments on time. Since falling under financial hardship I have struggled with making our payments due to not having any income.

Navy Federal claims to be a military friendly bank willing to help their service members however they have been extremely unwilling to understand my hardship since transitioning out of the military. Most recently I have been threatened with repossession of my truck which would inhibit me getting a job because I wouldn't have a vehicle to get to and from work. On January 17, 2014 I attempted to make a payment on my truck: They did not verify my account number and therefore charged the wrong account. I called several times over the next few days to verify the payment and they assured me it was taken care of. On January 24, 2014 they called to inform me they had charged the wrong account, at that point they verified the correct account number and charged the account. My wife and I did not have the sufficient funds at that point for the payment to go through and therefore it was returned and my vehicle is now under repossession.

I tried using their personal finance management department to get extensions on our 2 credit cards, consolidated loan and personal loan. I was told all but the consolidated loan (my vehicle) were approved but that my truck wasn't approved and couldn't be until the account was caught up. Today I was told "sorry for the miscommunication" but that all of the accounts were denied due to my truck.

Only now that I am losing my truck are they telling me options I could've taken advantage of that I wasn't made aware of until it was too late, such as making partial payments.

My loan officers have been extremely rude and harassing (calling 4-6 times a day). The financial hardship Navy Federal has put on my family and I is absolutely destroying us, my credit has gone from 720 to 450 since June 2013.

I understand that finances are my own personal problem however this bank should not be considered military friendly and offer their services over other banks, they have done nothing but make our lives more difficult.Desired Settlement: I ask that my vehicle not be reposed pending I can make a payment by Friday, February 20th using my federal tax return and that I be set up on a financial hardship payment plan until I can use my backpay from VA compensation to pay off my accounts.

Business

Response:

The following references the complaint we received on 10 March 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of 9932089.

Review: Navy Federal Credit Union provided a loan for me to purchase a boat during August 2012. Following the credit union's instructions I mailed the title to the vessel in self-addressed envelope which they provided. After several weeks and numerous phone calls NFCU alleges they never received the title. A replacement was requested and submitted before a "restructuring" deadline with no success. Shortly after the NFCU specified deadline, the original title was overnight mail (returned) to my address of record with new instructions on how to re-submit. The original loan was a secured boat loan at 11% conventional loan. The restructured uncollateralized loan is at %14.5 and current payments reflect 40% of each payment being applied to interest with little reduction in principal. Additional and/or increased monthly payments are likewise gutted by interest even with instructions to apply to principal. Their accounting system can only show a maximum of one payment per month and it is NOT the total of multiple payments. When the loan was agreed upon it was a simple interest loan with any additional funds to be applied to principal. The new loan is a "ghost" loan as I have no documentation regarding it's structure. When I requested records regarding the loan history Navy Federal Credit Union stated that they will not provide such information unless a federal investigation requires it.Desired Settlement: Every employee I've contacted refuses to address the unethical actions taken by NFCU employees. It is rather obvious that I would only be hurt by their incompetence and that NFCU would benefit by what transpired.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 30 September 2013, submitted by our member, [redacted].

Review: I re-financed my home with NFCU. I got put out of the military because of my family care plan, and my husband at the time was paying the mortgage. He received orders to PCS to [redacted], which is over five hours from [redacted] where the property is located. Since we would be moving, I attempted to get a short sale approved, but they approved it AFTER the foreclosure. I called many times asking for an explanation as to why there was no communication within the company and got hung up on or transferred to voicemail, after which nobody would return calls. I had called repeatedly when I got notices of foreclosure in the mail and was told that I shouldn't worry because the short sale was going through. The property was auctioned off for $63,000.00 and the ** paid for the remaining $36,000.00 because it was a ** loan. I was told by multiple representatives that the account balance was $0. Then I got a 1099A in the mail that said the balance of principle outstanding is $99,478.03. While trying to figure out why I spoke to many representatives, one of them was a mortgage rep named [redacted] who was rude and then gave me a number that she said would take care of my problem, which turned out to be a sex hotline. Again there were people who failed to call back, and then again today, 07 March 2013, I called to try to get an answer in order to finally file my taxes and was told by a rep named [redacted] that she "would not let me" speak to a supervisor or anyone but the rep ([redacted]) who had previously not returned my calls. [redacted] did call back that time, and cut me off as I asked why she hadn't called previously and said "Well I'm calling now"... I have never had such poor customer service, and it has been a consistent theme over the years when dealing with Navy Federal. I have told all my friends (most of whom are active duty or veterans) about this and they mostly have similar stories and have all agreed to use another bank, such as [redacted] who has excellent customer service.Desired Settlement: I want to know why these people are allowed to talk to people like that, and why Navy Federal does not seem to have a quality control system in place. I have spent hours and hours on the phone when I need to be otherwise occupied trying to resolve simple matters that should never have gotten that far. I am closing my account and have spoken to many others who will be doing the same thing. I can never get that time and peace of mind back.

Review: On 09/25 an unauthorized adjustment of $329.82 was taken from both my checking and savings account. I only knew of this adjustment when my card declined. I called the customer service contact number on their website and the representative did not know why that adjustment was made. After being put on hold, the rep told me that I had an account that was "charged off" due to a negative balance. I have only had one account with this bank and there was no negative balance on this account. I was not notified in any way, shape, or form that 1) I had this account and 2) that it was negative. No written correspondence, phone calls, or e-mails were sent outlining there was an issue with this account. I have requested all copies of transactions on this account. This account does not belong to me that they are saying is going to be charged off. They have not provided any documentation or proof that this was my account and have not corrected this billing error.Desired Settlement: I want a refund of the $329.82 that was taken from my accounts put back and I want to see what proof they have that this was my account. I also want to see a detailed bank statement showing all itemized charges associated with this account that they say is mine and proof that I've made these charges as this is not my account.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 29 September 2014, submitted by our member, [redacted].We have researched the concerns presented in our member’s complaint. The balance of [redacted]’s checking account ending in number 1279 was charged to our reserves on 2 July 2013 for $656.05 due to non-payment of an overdrawn balance. Account statements reflecting this information are attached.We acknowledge that a total amount of $329.82 was transferred from our member’s checking account ending in number 5701 and savings account ending in number [redacted] on 25 September 2014 to reduce the outstanding balance owed to Navy Federal. In accordance with [redacted]’s telephone conversation with our representative on 1 October 2014, an additional $126.23 was transferred from his checking account to pay the remaining balance in full.If [redacted] has any questions, he may contact [redacted], Accounts Receivable Recoveries Specialist, at ###-###-####, extension [redacted], between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Review: I have a very big issue with what I am sure is a common practice with the bankI had a direct deposit pending for day to hit my account 12/I checked my account at 10:pm still did not show the deposit or ANY other transactionsI woke up this morning and apparently I had a debit and my deposit hit at the same time but the for some magical reason the debit was processed first and since I was $short I got a $NSF feeI was told they came in at the SAME time so why is it that you choose to take $$ before crediting itThe deposit was in the system for daysNow I am out $during Christmas time and I am only one working with kids for which this is causing unnecessary stress and will now take gifts away from my kidsI am very upset and think is really not a good way to do business.Desired Settlement: I would like a refund and for you guys to change the priority of transactions so this does now happen to me or anyone else in the future
Business
Response:
The following references the complaint we received on December from the Revdex.com on behalf of Navy Federal member [redacted][redacted]The complaint was assigned an ID number of [redacted]We regret the confusion and concern our member experienced regarding his Navy Federal checking account

Review: I was called today within a period of 20 minutes, at my place of work, by 3 separate individuals ([redacted] & female) from Navy Federal Credit Union...even after I have repeatedly asked your employees not to call me at work. Secondly, a supervisor named [redacted] (wouldn't) give me his last name, his number is ###-###-####, and he demanded that I write out a post dated check for the amount I currently owe, even after I told him several times that I couldn't validate that the money would be in my account. He then proceeded to raise his tone of voice with me, and continued to state that I was in breach of contract on my loan, and that I needed to accept responsibility even though I don't currently have a full time job. I checked the FTC site for harassment practices and discovered that what your employees are doing is against the federal law, and I would like for them to stop contacting me. I am currently waiting for a full time job to start, as soon as the company receives its investment capital. I told all three of your employees this, and they for some reason practiced selective hearing. FTC Unfair practices. Debt collectors may not engage in unfair practices when they try to collect a debt. For example, they may not:request to deposit a post-dated check early;take or threaten to take your property unless it can be done legally; orcontact you by postcard.I certainly hope that this is not the standard Operating procedures for NAVYFCU.org, and I would like for these types of harassment procedures to stop immediately!Desired Settlement: I simply want an apology for the actions of these individuals ([redacted], unknown female and [redacted]). I told them not to call me at work, and yet after stating this, they again called. Secondly, by telling me to sop talking and listen to what they have to say without opening my mouth...is harassment...plain and simple. Please tell me this is not standard operating procedure for NavyFCU.org.

Review: I notified Navy Federal that there was some activity in my bank account that I did not authorized. They looked into said my account was compromised. They than proceeded to lock me out my account in the middle of my vacation I was left with no funds and no way to withdraw money out my account. I was then told it was going to take 14 days to clear this matter up. I waited the 10 days now I am told that I no longer have access to my account and myself and kids have to physically go into a branch to with draw money. This is such an inconvenience, this is making life very hard for me and I am being penalized for something that I brought to their attention.Desired Settlement: I would like full access to my account so that I am able to function.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal from your [redacted], California, office on 15 October 2014, submitted by our member, [redacted].

We have researched the concerns presented in our member’s complaint. It was determined by our Security Department that [redacted] compromised the security of his account by providing his access information to another person. This access allowed worthless checks to be deposited into his account. Our member’s checking account is closed, and a restriction remains on the account preventing check transactions and electronic transfers for a period of six months.

If Sergeant [redacted] has any questions, he may contact Ed G[redacted], Assistant Vice President, Financial Crimes and Risk, directly at ###-###-####, between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday.

Review: I signed up for Navy Federal's Optional Overdraft Protection Service. One of my accounts was overdrawn for 30 days so they suspended access to all of my accounts through my debit cards even though one of them 2 of them have a positive balance. The terms and conditions say if your account is overdrawn for more then 30 days the Overdraft protection service will be suspended and thats it. I called the bank they checked the terms of service for the overdraft protection after they called me a liar and I insisted they check. The only thing the disclosures for the service state is that the overdraft service will be suspended after 30 days.Desired Settlement: I want them to restore my full access to my accounts through my debit cards and I want an apology from them for illegally not disclosing all of their terms and conditions.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 11 September, submitted by our member, [redacted].

Review: I made 2 payments to Navy Federal on the weekend of 4/26/2014 because of being paid on 4/25/2014. I made one for $138.00 and one for $264 on Navy Federal's website. On 4/28/2014 I checked my other bank account to see if the transfer took place and I noticed Navy Federal took out 2 payments of $138.00 and one of $264.00 which I only authorized $138 and $264. I questioned Navy Federal and they gave me the run around about how it would take 5 business days to refund the money and they would charge me for a return fee but I told them that I didn't authorize the payment that they needed to return and that they need to waive the fee. I then contacted my bank and they said they would file a fraudulent transaction and I got my money back in 2 business days.

I then got a letter from Navy Federal that I was being charged $29.00 for a return fee that was their fault in the first place because the website duplicated my payment of $138. I called Navy Federal and had to argue with 2 people to drop the charge because I wasn't going to pay for their mistakes. I was told it would be taken care of. On 5/19/2014 I got a letter saying that my savings account was -$24.00 which I only keep the required $5.00 to keep open. I called Navy Federal about the charge not being removed after I was told it was going to be taken care of but was ignored and told they couldn't help even though I called ###-###-#### that was for questions. I then tried ###-###-#### which was also on the letter but was ignored so I asked for a manager and [redacted] was very rude and loud with me and ignored what I was telling him and blamed me for Navy Federal's website . I had to repeat myself over and over but he didn't listen to what I was saying and then threatened to hang up and then hung up on me !!Desired Settlement: I would like Navy Federal to write up Manager [redacted](###-###-####) for his lack of customer service and more importantly I would like them to correct my account to take the $29 fee for the return off of my account that was the fault of Navy Federal's website . I shouldn't have to pay a fee for a payment that I didn't authorize and didn't want made by the proof that once I knew it was made twice I called and requested that it be fixed !!!

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 23 May 2014, submitted by our member, [redacted].

Review: Last week I followed Navy Federal Credit Union protocol for stopping payment on a check with [redacted] Cable. I spoke with the representative (a female) and we went the stages to make sure this company was not paid due to issues, I'm having with the billing. All the information was provided to the representative and I was told by this representative the stop payment was posted to my account and this company would not be paid. My account was debited the amount of $20 for this service.

After following proper protocol, my account was debited $220.49 and issued to this company. I immediately contacted Navy Federal Credit Union this afternoon. When I called in I spoke with a representative from the checking/savings department and was told they could only credit the $20 fee and not the actual amount of $220.49. I asked how is this possible when the mistake was not my fault but the representative who I was told did not enter the information correctly. I spoke with a supervisor and was told the same thing…the error was not due to me but because the representative entered the information incorrectly the company was paid and they can't credit my account. I informed them I contacted [redacted] and was told the issue needs to be resolved with my banking institution.Desired Settlement: My desired outcome was for Navy Federal Credit Union to honor that I did follow proper protocol and credit $220.49 back to my account. The mistake was not on my end however; was a error on the representative whom they trained.

Business

Response:

This is in reference to complaint ID number [redacted], which was received by Navy Federal on 7 April 2014, submitted by our member, [redacted].

Review: On Wednesday February 5, 2014, I called Navy Federal Credit Union to inquire about opening a checking account as a Veteran. I was told that my previous account, which I last accessed in October of 2007 at Navy federal in [redacted] GA shortly after returning to my home of record following my discharge on September 11, 2007, could be reopened. I was then told that the account was charged off in Feb of 2008 or 2009 and was transferred to several different departments, securities, fraud, etc. Due to the last time I accessed the account and the fact that I was instructed charges were made after my last access, I asked to speak with the fraud department. I was told I could file a fraud report to have the charges removed and my account reopened.I inquired as to what I would need to do in order to accomplish this, I was told I would need to go through each line item and dispute each individual charge. I asked how I could access the records and was told I should have them and that they no longer have the bank records from 2008. If I should have them according to navy Federal after 6 years, shouldn't they have them as well? I was not offered an alternative method of accessing my bank records, online access, etc. but was simply told that if I could not find the bank statements and dispute the individual charges I was responsible for the charges and must pay them in order to have the account reopened. Who would pay a bill without reviewing it to make sure they were responsible for all of the charges? Thats what I was told to do, blindly pay off a debt which definitely includes unauthorized charges.Desired Settlement: I would like a detailed copy of the charges so that I can dispute the individual charges as I was instructed in order to have my account reopened. I do not feel that I was offered any alternative other than to just pay it all and move on which I do not believe anyone would do without first accessing the charges.

Business

Response:

The following references the complaint we received on 6 February 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I have an account with Navy Federal Credit Union and they have locked my out of my access to my personal accounts. I do all of my banking online and without access to my account, I cannot make a transfer to pay any credit cards payments that are due nor can I make a payment on my loan. Time is ticking by and without the payment they will also send a notice to the credit bureaus. So they will damage my credit and not let me into my account. Today, I call and spoke with [redacted] (identification #[redacted] or [redacted]) he was quite rude and refused to unlock my account so that I could go in and make the transfer between accounts to pay for the credit card and loan. Navy Federal Credit Union has a habit of doing this. I was one day late on my car loan and have never missed a payment in the 20+years that I have had NFCU. They treat the customers like children now. I have always paid every loan with NFCU early. One day late should not constitute locking me out of my account, so I cannot do anything. Additionally, there was a call about questionable charges on my credit card but I cannot go in and verify because I am locked out. In the past, they have unlocked so I can make the transfer. I do not have a bad history with this bank and because of the childish behavior, I have moved a majority of my financial dealings to [redacted] which provides exceptional service and they do not play any games or treat the customers like children. The President of NFCU, [redacted], needs to address this issue. I am a retired Chief Petty Officer and I certainly do not appreciate the customer service any longer. I may not make as much money and been silver spooned like the retired Admiral [redacted] but I have always paid, only missing once or twice in over 20 years of being a customer.

[redacted] the phone representative was quite the smartass and rude. He refused to do anything regarding my account, stating he wanted me to pay over the phone. I need to do it online, as always. I intended on transferring a payment for last month and this month but need to see my accounts first to decide how much I need to transfer from [redacted] and between NFCU accounts. Additionally, I need to review the credit card account to see the activity. I cannot wait to pay off these loans along with the credit card so I can close all accounts with NFCU and move on the a respectable credit union.Desired Settlement: Unlock my account so I can make the payments to all of my accounts. If it is not unlocked, then I am not transferring any more funds into any account, credit card or loan. I have had it with the ridiculous behavior of NFCU's employees and policies. What does locking me out of an account really accomplish? Ensure my credit is not affected due to their refusal to unlock my account and make the proper payments. They are creating even more problems but not letting me access my account.

Business

Response:

The following references the complaint we received on 10 February 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: I received a call around 5:07 p.m. ET from this company, however I was unable to receive the call. When I checked my voice mail box, an automated message played exclaiming that "possible fraudulent charges were made on my account and I needed to call to verify my most recent transactions". When I called at 7:57 p.m. ET and spoke with the first representative, I verified that the last three charges completed were not made by me, and he cancelled my debit card. When asked when my funds would be returned to me, the representative exclaimed that unfortunately I would have to wait until the charges posted and then complete a dispute form in which I would have to wait up to five business days to receive the funds back into my account. I explained to the representative that I have bills that will come out of my account and it is also one week before Thanksgiving which provides a huge inconvenience to me. I asked if he could please ask a supervisor or member of their fraud department to provide a provisional credit within my account. He exclaimed that they could not. I then called back around 8:02 p.m. and spoke with another representative. She provided me with the same answer as the other representative. I then asked to speak with a supervisor. The supervisor exclaimed the same information and would not proceed any further to assist me. This global company should have better processes and procedures to better protect their customers. I am very displeased with this business's lack of concern for the act of fraud that has taken place against me and encourage all consumers to consider another banking institution. As soon as this issue is resolved, I will be closing my account and advising all of my counterparts that I referred to them to do the same.Desired Settlement: I would like a credit placed into my account in the amount of the fraudulent charges immediately. It will not take a substantial amount of time for this company's fraud department to determine that I did not complete these charges.

Business

Response:

The following references the complaint we received on 19 November 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: November of 2012 My husband and I refinanced two vehicles through navy federal. Everything went smoothly or so we thought. Navy Federal called regularly saying they had never been recorded as the lien holder on the 2012 Harley Davidson Fat Boy Low so we contacted the state of Pennsylvania DMV assuming this was where the mix up was. Finally in August 2013 We found out Navy Federal had not paid the previous lien holder ([redacted]) in full. In fact the check they had sent was short roughly $600. We contacted Navy Federal letting them know this. October 2013 we contact Navy Federal trying to rectify the situations our interest rate had jumped to 18% and payments to $486 which we were unable to make we had been paying $420 for over a year and couldn't afford a cent more. October 18, 2013 we called Navy Federal to try and straighten it all out. A gentleman who answered the call stated that Navy Federal NEEDED the title and we could do a refinance on the bike to include the previously overlooked $600 still owed to [redacted] if we brought our credit card under the limit and if we brought his closed account to current. My husband explained that the only money we had to do this was the bike payment the gentleman stated well if the refinancing goes through you wont need it so you will be fine. He told us if we did these things than the refinancing would most likely go through. We immediately went to the bank and paid these items and waited. Monday my husband called Navy Federal and was told the loan was denied and he needed to ask family members to borrow the money to pay off [redacted] because Navy Federal NEEDED the title! At this point I contacted Navy Federal and calmly explained THEY messed up THEY cut the check short. We DONT not have $600 nor can we borrow it because we would not be able to pay it back. This motorcycle is my husbands only mode of transportation as well as his hobby. We have always made our payments of $420 on time up until this situation. At the end of the day THEY CUT THE CHECK SHORT when paying the previous lien holder. They are now harassing us regularly but are unwilling to compromise on how they will get the title. Our original agreement and contract with them was for them to pay [redacted] in FULL and refinance the bike for a better interest rate and lower payment. We also refinanced a car and that went smoothly with no issue. Yet somehow they messed up in the amount of payoff for the motorcycle and now we risk losing it because of their mistake.Desired Settlement: We would like for Navy Federal to follow through on the original agreement and pay [redacted] in full as well as either refinancing the bike as discussed or returning our interest rate and payments to the original agreed upon amount and back dating it so we are not facing the ridiculous fees for not being able to pay the new payment.

Business

Response:

The following references the complaint we received on 28 October 2013 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].

Review: For the majority of the past year I have been unemployed and therefore fallen behind in my payments to Navy Federal Credit Union (NFCU) for my vehicle and loans. Additionally, I have been a victim up identity theft in the past. NFCU has consistently BLOCKED my access to at least view the transactions that occur with my accounts because I am behind on payments. My military money is direct deposited into NFCU and they continue to move my money as they see fit and I am not allowed to view what nor how my money is being directed.Desired Settlement: Change policy and at least allow me to VIEW transactions occurring with my accounts at all times.

Business

Response:

The following references the complaint we received on 30 June 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].Navy Federal Online Account Access is offered to allow our members an easier and more convenient banking experience. We restrict these services in limited circumstances where a member does not meet his or her obligations in order to establish contact with our member, facilitate payment arrangements and protect Navy Federal and its members from any further loss as a consequence of the delinquency. While the aforementioned services were restricted, our member’s ability to access his accounts via traditional means such as telephone, postal mail and personal visits to our branch office remain available to her. Notification of this policy can be found online in account disclosures and account statements for delinquent loans.Our member should contact A. M[redacted], Manager, Collections, by calling ###-###-#### between the hours of 8:00 a.m. and 4:30 p.m., Eastern time, Monday through Friday, in order to discuss possible payment options and solutions. We look forward to finding a long-term plan to rectify this situation.

Review: In January of 2014 I reported my entire purse stolen from my possession which included every bit of information having to deal with my bank account and even my social security card. Log ins, usernames, and passwords were included in my wallet at the time. As I am still dealing with that issue of making sure my credit hasn't been messed with, a few months later I am once again a victim of fraud. As of May 21st, 2014 I reported my Navy Federal red [redacted] card missing. As I checked my information online I realized that there was not only withdraws from that card made from ATM's, but I noticed two random checks were deposited into my account via Navy Federal mobile deposit app (one on 5/19/14 and 5/21/14). The next day I step into a Navy Federal Credit Union to dispute this issue, where they told me that I would most likely be responsible for the repayments of these charges, as well as having my credit account frozen/closed. I filed a Affidavit fraud form. As I try to deal with this issue after leaving the location, I immediately went to the local police department to report the checks and the withdraws. As I am speaking with the police officer handling my case, she requested documents from the bank to help further the investigation (such as ATM information as well as photocopies of the fraudulent checks. As I call the Navy Federal 24 service number, I ask the representative for the requested documents and my reasoning why. I am than told I would have to speak to the Security Department due to the closed accounts. Every time I get transferred to a member services from the Security Department I was immediately given an attitude on numerous occasions and told me that the police officer would have to request that information directly. So I call the police officer handling my case and explained to her what I was told in details. As I proceeded to give her the number to the department, she told me she would give them a call. Few minutes later I got a call from the officer, with her telling me that she was put on hold and never got through to someone for assistance. As I try to contact the bank once again, I speak to another member representative from Navy Federal. I ask for a little information on the ATM locations (with a bank print out statements of all recent transactions in my possession with little information provided). The member from the bank told me that I would once again need to speak with someone from the security department to get that information, but was told that she would try to get the information for me. As I wait on hold, the member came back on the line to tell me one of the transactions locations (there were two transactions). When I ask for the other location, she put me on hold again to try to retrieve the information. She came back on the line and told me that whoever she spoke to from the department told her to tell me that I can get all the information from a branch by asking for the bank print out statements (which I already have) and also mentioned that if I keep calling and requesting information from the Security Department that I would be restricted on accessing. As appalled as I was, I called the police officer and mentioned everything that happened as well as reported a claim to the bank about the way I have been treated lately due to this entire issue. Noticing that there are two totally different events happening, I am told that I am a liar and that I keep changing my story. When I am not, I am just trying to fix these issues, but it’s quite difficult when the bank doesn't even want to assist me at all.Desired Settlement: the money withdrew from my account to be put back. and this entire issue fixed.

Business

Response:

The following references the complaint we received on 27 May 2014 from the Revdex.com on behalf of Navy Federal member [redacted]. The complaint was assigned an ID number of [redacted].After thoroughly reviewing the account history, we found that although **. [redacted] advised that her purse and its contents were stolen in January 2014, she was in possession of her [redacted] Check Card on 5 May 2014 when she visited our [redacted] Branch. In addition, our member has confirmed that she compromised her accounts by giving her online login information to two individuals who were not joint owners of the accounts. Although funds were received via these individuals, the accounts on which they were drawn were closed. The adjustments made to correct the fraudulent deposits overdrew our member’s account. Since **. [redacted] compromised the security of her accounts, her claim has been denied and no refunds will be provided.Should **. [redacted] have any questions, she may call [redacted], Fraud Investigation Specialist, toll-free at ###-###-####, extension [redacted]. She is available between 8:00 a.m. and 4:30 p.m., Central time, weekdays.