Consumer complaint received 2018-09-10
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I first obtained these credit cards from Navy Federal back in XXXX. I maintained my payments on time up until I became unemployed due to medical reasons in XXXX. I still tried to maintain paymnts, and at times when they were late I informed customer service that I was unemployed, and never did anyone offer any help even though I am charged monthly for insurance for that specific reason. My real big issue began in XX/XX/XXXX. I submitted a payment on both credit cards and I waited for the amount to come out of my account and it never did. I called customer service and they informed me that my payment was returned. I informed them that that was impossible because the funds were there in the account. I also called my bank for the account that I submitted the payment from to find out if any payment had come through and been rejected and they informed me that none had. I also informed Navy Federal customer service that if a payment was returned from my bank they would charge me a returned payment fee, and I never was charged one. I spoke to multiple people in the collections department for the credit card, and they just refused to look further or take any accountability for the issue. I was charged late payments and all. I eventually ended up having my soon pay from his account to get it paid. They ended up closing my account in XXXX without my knowledge or sending me anything in writing to inform me that the credit cards were being closed. When I did find it out and called they stated because of the payments being late in XXXX which was not due to my doing. Well fast forward to this year, XXXX the same thing happened in XXXX. I processed a payment, and they kept telling me that the payment was returned. The funds were in the account from my credit union for the payments so I not sure why they would be returned. We verified that the correct account numbers were given, and were entered correctly when I spoke to someone over the phone to process the payments because I am unable to log in online to submit the payments myself since I don't have any bank accounts with them anymore. The payment was submitted again, and then I waited again for the payment to come out of my account, but after a week nothing. I called again and they stated that the payment was returned stating that my account was no longer active, which was not true. I contacted my credit union with the rep on the line and my credit union informed them that no payment was ever submitted. My credit union also informed them that it was probably rejected at the clearinghouse, which was not them. Once I was off the phone with my credit union and still speaking with the Navy Federal rep he still did not want to take accountability for the issue and still kept insisting that the payment rejected due to my credit union. I asked to speak with a Supervisor, and the Supervisor was not any help either and did not want to take accountability either, and was rude. I ended up going into my local Navy Federal office and a rep there was very helpful and assisted me by calling the credit card dept for Navy Federal to find out their procedure in how they submit the payments for payment. How they do it is by submitting it some kind of way by XXXX XXXX payment and using a check number. She then contacted my credit union which is XXXX XXXX XXXX XXXX and they informed her that they are not submitting it by ACH, and should not be using a check number, and it is rejecting at the clearinghouse. And that they need to submit without the check number, and submit ACH. She then contacted the person back at Navy Federal and informed them of the issue. That person then accepted responsibility and apologized and refunded me for about 4 late fees that I had been charged. Well, when I called in XXXX to try to make a payment and I explained to the rep how the payment needed to be submitted in order for it to go through I was told that they could not do it that way. I then ended up using my daughters ' account with Navy Federal in order to make sure my payment was made on time, and this was XX/XX/XXXX I believe. I specifically asked the rep if the amount she indicated that I had to pay was the correct amount because I was not at home, and did not have a bill with me, and I also advised her I was not sure if I had received one that month. She stated that the amount she provided was all. So I processed the payment with her. Turns out once again I was not giving the correct info, and my payment ended getting reported to the credit bureau as 30 days past due. This keeps on happening when I call in to make my payment. They should be able to tell me the correct amount that is due in order for me to pay my payments on time, but they keep giving me incorrect info and do not want to take accountability for it. Please I need them to listen to the calls because I know that they are recorded and then remove all these late fees from my credit report because it is due to them not providing correct info when I call to make a payment, which is the only option I have to make my payment or drive to an office which is a drive and takes time that I don't have.

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