Consumer complaint received 2024-04-22 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Improper use of your report — Reporting company used your report improperly
Company: NAVY FEDERAL CREDIT UNION
State: NV

Complaint narrative:
I opened my PERSONAL ACCOUNT in XXXX or XXXX. 
I used to give the last 4 of my social and DOB until the agents started sharing my SSI # or last 4 of my SSI # back to me. I ask early to not repeat my information and that request was ignored. 

Soon after, I spoke to an agent who advised me to add a PASSOCODE. 
I was transferred to a supervisor who received all of my personal information and then the PASSCODE WAS ADDED. 

From there the games began. 

I would call and the agents will get my name and ask for the passcode. 

I would call and the agents will get my name and ask for the las four of my social and DOB. One agent I remember who started that was in XX/XX/XXXX and I filed a complaint. 
Since she stated, " I ask EITHER OR ''. She explained she'll ask for either my passcode or the last 4 of my SSI AND DOB. 
The the employees of the NFCU are not being enforced to secure accounts properly. 

I would call and the agents will get my name and nothing else. 

They all claim to be correct and they are all on different pages on how to verify my account. This has been going on for 5 years. 
For years I have filed a complaint with XXXX  and sent my complaints to XXXX from my accounts. The bulk of them were in my personal account and business account XXXX XXXX. 
But a complaint has been sent to them from all accounts. 
So from my personal account as well as XXXX XXXX and XXXX XXXX. 

My complaints have been ignored for years even the ones sent to XXXX. 

I shared that I am a Victim of IDENTITY THEFT and that the passcode being asked is IMPORTANT. 
I protects me as well as the credit union. 
That was noted and the issues continued. 

In XXXX due to certain members a few supervisors shared that the members did not want their passcode to be asked and became upset. 
So NFCU decided to be more relaxed on the verification process. 
So do to DISCRIMINATION I have to be treated differently and my account goes unverified or poorly verified due to another member. 

I stated, I have a passcode, I want it to asked ALWAYS. 
I had some one add notes to ALWAYS ASK FOR MY PASSCODE. 

As stated previously, Sometimes I call and the agent will do right by asking for my name and passcode. 
Sometimes I call and the agent only wants my name and I am in. 
Sometimes I call and the agent wants the last four of my social and DOB. 

Also sometimes the personal account is verified through passcode which says I am XXXX XXXX and when get to the business side, I provide my business name and the passcode is skipped but the agent or supervisor will go right back to the verification process. 

It has been a huge headache and TIME CONSUMING each time I call Navy Federal Credit Union. They aren't helping me with my accounts if they can not pick and choose how to verify my account or over verify my account. 

Since my passcode was added I am the only one who has stuck to my word. 
Since I do not like to give my social or last 4 of the SSI # over the phone to be repeated by an agent/supervisor the passcode is in place and also should not be repeated. 

My passcode has been repeated MULTIPLE TIMES, COMPLAINTS IGNORED. 
I have filed so many complaints it raises concerns about the company as a whole. 
They have dropped so many issues I have raised concern about that I am sure it is discrimination in that area as well as to why I am being ignored an my money can not be secured. 

It doesn't matter if NFCU agrees to the last statement or disagree since I am still going through the exact same things as I did years ago. 

NO CONSISTENCY, THEREFORE MY ACCOUNT IS RARELY SECURED. 
With any Financial Institution accounts need to be secured. 
NOT SOMETIMES! BUT ALL OF THE TIME. 

Not one complaint should have needed to be filed and I have filed 5 years worth of complaints. THERE IS A PROBLEM THAT IS BEING IGNORED IN NFCU SO MY COMPLAINT AGAINST THEM WITH CFPB SHOULD HOPEFULL OPEN THE EYES ON THE ONES IGNORNING MY COMPLAINTS. 


In XXXX I open XXXX business accounts, Now I am wondering why when the RED FLAGS has always been there. 
These XXXX accounts are being treated the same as my personal account. 
RARELY VERIFIED. It depends on the agent and supervisor what happens during that call. Fast Forward to recent calls. 

I called on XX/XX/XXXX since I failed at finding a Loan Officer and Agent outside of NFCU. I had never worked with the Mortgage Dept and only hoped that I would have a better chance getting the help I need as a FIRST TIME HOME BUYER by using my own credit union. 

I couldn't have been more wrong!!! 

On XX/XX/XXXX, I was transferred to XXXX who I asked to not run my credit unless he can provide what I am looking for. 
I asked if he can do A LAND AND HOME PACKAGE. 
He needed me to explain so I said, I found a commercial lot selling Newly Built Manufactured homes and I will find an agent eventually to help with finding the land to put it on. 
He said, YES WE DO LAND AND HOME PACKAGES and I can help you with the agent who can find the land for you. 

SO HE COMPLETELY UNDERSTOOD WHAT I SAID AND MY REQUEST. 

So he referred me to a company that will help with finding agents. 

XXXX had me lift my security freeze and he ran my credit. 
After that I was emailed XXXX things to upload. 
One was a PURCHASE AGREEMENT. 

How will I have that if, I am still waiting for the loan amount I qualify for? 
So that could not be answered and they knew that. 
I paid {$41.00} for a credit check fee. And answered the 3rd question. 

I was not given an option to just upload all of my documents. 
I could only answer their questions. 

On XX/XX/XXXX, I had to call NFCU since my Loan Officer XXXX XXXX never called me. He emailed me, and didn't respond to my question. 
When I called NFCU, my loan office was emailed and her name was XXXX XXXX so I guess XXXX is out. 

XXXX called me back and I asked her, I said XXXX stated you do land and home packages and I need confirmation and she said no we don't. 
Her next question was please explain what you are trying to do. 

I said, I want to purchase an ALREADY BUILT BRAND NEW Manufactured home and put it on private land that an agent is now helping me find. 
XXXX then said, " Oh, yes! We do land and home packages ''. I said great! 

She said you just need to upload the documents so your application can be processed. 
I told her that only XXXX questions were sent. 

Did completed taxes Credit Check balance that needs to be paid and Purchase Agreement. 

She said ignore the Purchase agreement since we send that too soon. 

She said, look out of the rest of the documents and after that call she sent my application to underwriting without allowing me to receive the request for the other documents. 
So nothing else was able to be uploaded. 

I did not call on my BDAY so I called on XX/XX/XXXX and I was transferred to XXXX the manager at my request. 
He shared that they both were wrong! 

XXXX and XXXX since NFCU doesn't do LAND AND HOME Packages. 
Therefore my application was processed by XXXX in the Mortgage Dept under False Pretenses. That he may benefit from and I had to pay for that credit check. 

XXXX also said, XXXX new better as well and could have tried to fix the problem and only added to it by sending my application to underwriting too soon. 

And your application has been denied, said. 
I told him I want my money back and my complaints filed against XXXX and XXXX. 
On that day maybe 6 hours later, NFCU sent me an email requesting for documents. 

I did not upload anything since I was told my application was denied. 

Not sure if he did anything but on XX/XX/XXXX, I called back and asked for a manager again and this time I spoke to XXXX was a manager and then to XXXX who was over XXXX. They were both made aware of the application being completed under false pretenses and that I wanted my complaint filed and refund for that credit check. 

XXXX was trying to help by transferring my complaint to her supervisor and XXXX was purposely unhelpful. 
While speaking she changed the subject. 
After trying to explain that I want my complaint processed she changed subjects so that she could speak about my application being denied. 

She said, your denial had nothing to do with the agent or the loan officer. 
She refused to listen to the FACT that I asked him early to not run my credit unless he does LAND AND HOME PACKAGES. 
Since she continued to be disrespectful by ignoring my complaint, I decided to put it in somewhere else. That was FTC. 

During the call with XXXX, since she also stated, " you need to get credit and keep it in good standing for 2 years. 
I stated, I do have credit in good standing for over two years. 

It with a SARCASTIC TONE she said, " I am looking at your credit ''. 
I said, then you missed everything. 

I have had a Checking Line of Credit with NFCU since XXXX NEVER LATE. 
That alone is over two years of good credit history. 
I told her that I have XXXX XXXX XXXX accounts and one since XXXX paid in full and never late. The other is XXXX paid in full never late. 

Since she spoke to me in such a nasty tone, I shared that I also have a XXXX XXXX XXXX  and my credit card has been open and paid in full since XXXX. 
I said, so what are you talking about? 

She ignored that, and went straight to another part of my credit file. 
She said you have XXXX COLLECTIONS on your file. 

For lenders to not be interested in XXXX XXXX stated XXXX collections and one was Medical. 
I said, if it's true that you do not look at medical then the truth is YOU ONLY SEE ONE COLLECTION. 
At that collection is XXXX XXXX XXXX XXXX. I paid the bill and they changed it to CO with {$2300.00}. Since I paid that balance. They corrected the issue by stating Charge Off with a {$0.00} Balance. 

I know more about my credit than XXXX ever wood and I am insulted by her nastiness. 

Regardless, why NFCU decided to deny my application or credit. 
THESE PROBLEMS WILL NOT BE IGNORED. 

From the missed verification, over verification and RARE PROPER VERIFICATION. 
NFCU needs a reminder that when accounts are not verified, at any time it's an issue. 
If they can pick and choose how to verify or when to verify my account that issue will be reported. It takes 3 seconds to ask for my passcode. 
Just 3 seconds. They much rather argue about why they do not have to ask than to verify my account with passcode. 

They also rather I put in a CFPB complaint. 

Since XXXX wrongdoing as well as XXXX 's NFCU HAS DECIDED TO RETALIATE AS IF ANY OF THIS WAS MY FAULT. 

I decided to report everything in this one complaint since NFCU is good at brushing things THEY DO under the rug and still think they can RETALIATE and I not report that too. 

Now when I call NFCU, not only was it rare that I received help, Now I am sent to Management, Fraud, Resolutions or Escalations they automatically respond so no agents as if any of this were my doing. 
XXXX only wants the last 4 of my social and DOB that lots of people can answer. 

So from Mgmt to agents they are aware of Identity Theft so each time they ask for something that others can answer, ignoring my passcode. It says they can careless who accesses my account. I am still not giving that information. 

I am going to call from a Verified Line like I have always done, I will give them my name and Passcode if they ask. I am not giving them anything else besides my business name and the passcode there as well. 

I called again on Saturday the XXXX of XXXX since I am still getting emails from NFCU requesting for me to upload documents on a denied account. 
I need the HARASSMENT TO STOP AS WELL. 

The lady in resolutions answered and didn't verify my account since she only wanted my name. The lady that XXXX had call me which is XXXX in the executive dept. 
When she called she said, I don't usually ask for the passcode but since your complaints are mainly on it not being asked, I will ask. 

THAT DOES NOT HELP MY ACCOUNT REMAIN SECURED AT ALL. 
So I wanted to make sure I mention her too. 

XXXX later emailed me about why she doesn't have to refund my credit check fee. 
She said that first just so she can get around saying, they will not pull out the money. 

I asked for my denial letter. 
After I received it, I sent her an email speaking in everything that she tried not to discuss and I am attaching it to my CFBP complaint. 

And although I missed this part in my letter. 

On XX/XX/XXXX since the agents were at it again and said, that my passcode matched the other accounts, I spoke to supervisor and asked why my information can not be private. She couldn't explain that. 

These XXXX different account numbers can have what ever passcode I choose if appropriate. I DO NOT NEED AN AGENT OR SUPERVISOR STATING ON THE CALL THAT THEY MATCH. And that being the reason the business account wasn't verified with passcode. 

If I choose to have the same passcode THAT IS MY BUSINESS. 
If I were someone scamming, they wouldn't know that the business accounts have the same passcode so asking for my passcode protects my account and funds. 

Since she shared they are all the same, I decided to change that and report that my information could have been stolen at the hands of the agents. 

Soon after I was back on the phone with a supervisor changing my passcodes. 
There was an issue with the call. 

I explained everything and that I do not want my personal information shared AT ALL. 
I was verified on the personal side and she did not ask for my passcode. 
I gave it to her. This is to quickly change my other XXXX passcodes since I have XXXX business accounts. 

I was sent an email to verify XXXX XXXX and then changed the passcode. 
She did not repeat it. 

And then on XXXX XXXX business account she wanted me to give her the current passcode and once I gave her the new passcode she repeated it out loud and started spelling it. Trying to stop her from doing that, THE SUPERVISOR STARTED YELLING AT ME ON THAT CALL SO IT TURNED INTO A SHOUTING MATCH. 


I don't need to go on, I would like my complaint ( s ) FILED. 

As for the credit check refund. 
I was emailed by the executive dept that I will get that back and the only reason it was approved was due to the Fraudulent transaction with XXXX in the Mortgage dept. 

FOR THE RECORD I NOTICED ANOTHER HOSPITAL WAS ADDED TO MY CREDIT ON XX/XX/XXXX. SO TECHNICALLY ONLY ONE COLLECTION THAT IS XXXX. 

IF LENDERS DO NOT LOOK AT MEDICAL THEN WHY IS NFCU DECIDING TO LOOK AT MINE? 

AS FOR THE EMESSAGES, IT WILL TAKE UNTIL TOMORROW TO PULL UP WHAT THEY STILL HAVE AS FAR AS COMPLAINTS. 

I NOTICED XXXX IS NOW MISSING. 

THEY DO HAVE XXXX TO XXXX, BUSINESS AND PERSONAL COMPLAINTS WERE SENT.

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