Consumer complaint received 2018-04-11
Company: NAVY FEDERAL CREDIT UNION
State: WA
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:
On XX/XX/XXXX, I contacted Navy Federal Credit Union to inquire about my payment due in the amount of {$750.00}. I was informed that I missed a payment, but as I was reviewing my XXXX payments online, I noticed that I didn't missed a payment. That, I had changed the dates to reflect the end of the month with the Collection Department, and they must have failed to inform the XXXX Department. I recently changed my payments at the end of the month instead of the first of the month because I received my direct deposits through Social Security which I received 4th Wednesday of the month. Again, I had arranged this payment with Collection Department. Unfortunately, the collection department may have not been communicating with the XXXX department about date changes. On XX/XX/XXXX, I made my credit card payments with Navy Federal Credit Union instead of XX/XX/XXXX ; due to my social security direct deposit. Navy Federal Credit Union XXXX department informed me that I missed a payment. I then requested to speak to a supervisor. XXXX, XXXX supervisor informed me that I should look at my transaction online. I requested for an investigation and an audit, but she said to look online instead. She was not a nice person and didn't cooperate with me based upon my request to have my payments investigated and audited. She was arguing with me on the phone, and I informed her that she should listen to the service member in order to satisfy our needs. I also informed her that when a payment is not met on a timely manner they will sent the late payments to collection department. That, I have to explain the reason for my late payments and wait till I received my direct deposit since I am a XXXX veteran and retired. On XX/XX/XXXX, I applied for the XXXX credit card, and was telephonically informed that the interest percentage rates was 3 % which is the reason for applying for the XXXX XXXX  credit card. Unfortunately, during the period I had applied the interest rate was 15.15 %. Currently, the interest rate is 16.4 %. During the government furlough, XX/XX/XXXX, I requested to lower my monthly payments. XXXX XXXX, personal management counselor assisted me, and she informed me to close my XXXX account in order to make the lower monthly payments. Apparently, she failed to inform me that closing the XXXX account could affect my credit scores. Again, after my retirement from federal civil service, I requested for a lower monthly payment, and once again the payments were lowered in order to meet my financial hardships. I believe that Navy Federal Credit Union has been unsatisfactory with their services, and I decided to close my accounts with the institution. Thus, I have had problems in the past with Navy Federal Credit Union due to their services and products. XXXX XXXX has been charging late interest fees in the amount of {$20.00} because of not making payments in a timely manner. Although, I had ask to change the dates. They are making money by charging me.

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