Consumer complaint received 2021-02-18
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Confusing or missing disclosures

Complaint:
Dear CFPB, I was recently at this specific branch on XX/XX/2020 to follow through with my banking needs. Please I do respect NFCU as a whole I love banking with you and Have always had great service. Please I Am writing to you about this visit on XX/XX/2020. I came in to do some bank transfers and withdraws Keeping in mind that there are Covin 19 restrictions for communication, cleanse, and being apart the readiness was awesome and on point. When it was my turn, I was asked what were my needs to day? I replied with saying that I need a transfer from an estate account to different personal accounts and I would like to do a wire transfer. I was then asked questions about my domestic wire transfer to further assist in transaction and was given direction to teller 6. As I approached the teller, I give him greetings and salutations and he does the same? Next, I proceed in telling him my needs today Id like to transfer money from my fathers estate to my personal checkings, HE then asked the amounts and the specific accounts and asked for my Identification because the amount was large and alI proceed to give to him. He then asked me for the wire transfer informations the name of the business and the address? Right then and there I look at hem oddly because I come all the time to do wire transfers and never not once was I asked from the teller these questions Im all was assisted after my transactions with deposits of money, and then I am all ways helped by another teller, And I then ask him well why are you asking me for this information Im normally helped with somebody else in the branch, He replies with well this is just to make sure that the information for the transfer is correct in the system, mind you that we were in the middle of my transfers from my fathers account he just stop doing them so its really weird to me I didnt like it, it was unethical, Its a lot of money that Im transferring each transaction should be done one a time just like I have always been approached about when doing my business at XXXX XXXX XXXX XXXX XXXX, XXXX va, XXXX. When I was done with teller number 6 Id XXXX I then moved on to work on my actual wire transfer with another teller. To me this seems odd because I have to give my information again to the next teller because the information, I have already given should have been in order all ready just as Teller 6 ID XXXX explained and said to me, again to myself something isnt right I shouldnt have to repeat my self on towards the end if there is something missing or wrong? Proceeding with the transaction and following the covin 19 rules I had to either step outside or go to my vehicle or I can sit in the lobby next door .. I dont drive and its cold so I went next door with no problems it was perfect. I sit an fill the application out in the building, I then come back to the door to submit my application an requirements, Then I am asked to wait not a problem they will call me on my phone when done so I wait patiently. about 15 Minutes later I receive a phone call about my wire transfer that there is something wrong, So I come to the door wait about two minutes, Teller 6 ID XXXX comes out and tells me, Mrs XXXX we have a problem with sending you wire transfer. This is were I ask you the read, Bank manager to pay attention to the language and the alleged details in actions and cause. I asked teller 6 Id XXXX what seems to be the problem, Mrs.XXXX you have and outstanding balance on your account I asked what are you talking about, he went on and said my account went in to the negative 2 weeks prior from another transfer that took place and that I Owed money on an account. I looked at him in shock and said wait a minute go back I specifically asked him about the debts I asked him do I owe a debt he didnt give me a yes or no so I said to him I dont owe any alleged debts and this should not interfere with my transactions at all Again I asked him was this for a charged off account or a closed account he couldnt give me factual informations then he says to me and please pay attention he then quickly said to me if you do not pay we can not proceed with your transaction and we looked at each other he then says to me you should pay from your estate account the funds that are owed if you want this to be done .. I get very quiet .. then he goes on to say if not then if your money sits in the account NFCU will take your money so you should pay. I then asked were is this {$1000.00} negative balance coming from a overdraft or what he says your account went in to the negative. and I said why? He then goes on to say I can take payment from your estate to your checkings account to bring back to a positive balance. Now first off NFCU I have a lot of respectful what you guys are doing to help and make sure that I get the service I need but this transaction had no fairness to XXXX XXXX ( Consumer ). I wasnt even offered the ability to get back in line to talk with the teller or the actual man that was doing my transfer, I said I didnt mind going back in line, I say this because I had to talk and handle this business in front of everybody that was inline and at the door I was outraged by the scarcity. I didnt authorize anything with finding out if I had debt or outstanding accounts, I wasnt even able to find out how my account went in to the negative I was forced in to paying I was scared Your corporation doesnt know that this money was for a down payment for a new home my new living my needs. This transfer was my new life and hope and to be misled in to interpretation you can not treat nobody like this. I have to say this not one time has NFCU when I walk in to a branch an ask for services has it ever been hindered even if Im late paying something never! My privacy has been violated outside of your establishment when I have the fair time and rights to just wait in line and to be served, I have the right to know what specify alleged debts and or allegations are pending towards me because he couldnt give me no information when I asked he basically lied and to show you more to this please reach out to customer service I called stressed out to the corporation about what happened that day how I was treated and what do I owe, what happened to the balance why did it go to negative it doesnt make scene. As I right this to you I state the facts and the truth. About whats going on Please read and be advised. This has no fairness to it, I want to say that I wasnt able to get the home that I needed in time I wasnt to be there that long and these alleged allegations should have not stopped me or anything but it did, The mortgage company didnt allow me to even finish because of this un ethical practice that has happened, I have to wait for 6months for better living I resided in XXXX XXXX XXXX XXXX were chances dont come and they never go My opportunity has been taken from me. I was going to turn my head to this but this hasnt been the first time this year And I will state this, this corporation had taken my economic payment when it was deposited in to my bank account. I didnt authorize you to it was illegal and in violation Again I Had struggled that was money for my living as much as the news and the government had put on pause for late fees and payments to be adjusted you took it and didnt even give it back Check in to my account if you want to it is not fair in the eyes of the law. you cant keep doing this I am trying to stay above water. Please as I further write I am protected by the laws, as I stand as XXXX XXXX, person, consumer and in truth : I state these laws that you have presented to me on XX/XX/2020 at XXXX XXXX I XXXX XXXX The consumer rights have been missed used under the Consumer Financial Protection law and chapters, and or used under this subchapters. 
Pursuant to the 15 U.S. Code 1692a The bank teller # 6 XXXX and his approach to me regarding these alleged allegations ( 2 ) The term communication means the conveying of information regarding a debt directly or indirectly to any person through any medium. 
Now at NFCU there are tellers not debt collectors and as it states in the laws governed for me that Pursuant 15 U.S. Code 1692a ( 6 ) The term debt collector means any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. Notwithstanding the exclusion provided by clause ( F ) of the last sentence of this paragraph, the term includes any creditor who, in the process of collecting his own debts, uses any name other than his own which would indicate that a third person is collecting or attempting to collect such debts. For the purpose of section 1692f ( 6 ) of this title, such term also includes any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the enforcement of security interests. The term does not include : ( B ) any person while acting as a debt collector for another person, both of whom are related by common ownership or affiliated by corporate control, if the person acting as a debt collector does so only for persons to whom it is so related or affiliated and if the principal business of such person is not the collection of debts ; Pursuant 15 U.S. Code 1692e False or misleading representations A debt collector may not use any false, deceptive, or misleading representation or means in connection with the collection of any debt. Without limiting the general application of the foregoing, the following conduct is a violation of this section : ( 1 ) The false representation or implication that the debt collector is vouched for, bonded by, or affiliated with the United States or any State, including the use of any badge, uniform, or facsimile thereof.

( 2 ) The false representation of ( A ) the character, amount, or legal status of any debt ; or ( B ) any services rendered or compensation which may be lawfully received by any debt collector for the collection of a debt.

( 4 ) The representation or implication that nonpayment of any debt will result in the arrest or imprisonment of any person or the seizure, garnishment, attachment, or sale of any property or wages of any person unless such action is lawful and the debt collector or creditor intends to take such action. 
( 8 ) Communicating or threatening to communicate to any person credit information which is known or which should be known to be false, including the failure to communicate that a disputed debt is disputed.

( 9 ) The use or distribution of any written communication which simulates or is falsely represented to be a document authorized, issued, or approved by any court, official, or agency of the United States or any State, or which creates a false impression as to its source, authorization, or approval.

( 11 ) The failure to disclose in the initial written communication with the consumer and, in addition, if the initial communication with the consumer is oral, in that initial oral communication, that the debt collector is attempting to collect a debt and that any information obtained will be used for that purpose, and the failure to disclose in subsequent communications that the communication is from a debt collector, except that this paragraph shall not apply to a formal pleading made in connection with a legal action. 

Again I thank for your services.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation