Consumer complaint received 2017-07-17
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Credit denial

Complaint:
On or about XX/XX/XXXX , I took out a personal loan with Navy Federal Credit Union. In addition, I purchased a payment protection plan. It is referred to by Navy Federal as P3 coverage. ( See Promissory Note ) Sometime within the next six months, after the commencement of the loan, I was unable to make my payments and found out Navy Federal did not submit a claim on my behalf to cover my inability to make the monthly payments. At the time of issue there was a constant back and forth with Navy Federal about filing the claim, they just refused to file a claim for the P3 coverage. I never understood their position then or now. Time passed and I just moved on. I was no longer contacted about the loan, so I thought it was settled.
On or about  XX/XX/XXXX , I attempted to take out an auto loan at Navy Federal Credit Union. I was told inside the bank that I defaulted on a previous loan and that Navy Federal will continue my checking account but will never do a loan for me ever again.
I became quite annoyed by the idea that I was responsible for a defaulted loan when I knew and remembered the situation was out of my control at the time. As instructed by Navy Federal I contacted the Loan servicing department at Navy Federal, and went over the entire events of the defaulted loan. As discussed, Navy Federal sent me copies of my promissory note, a payment timeline for me to review. I was told at the time to write to Navy Federal Credit Union.   XXXX   XXXX   XXXX  ,  XXXX , VA  XXXX  to further make a complaint.
<P/>
In the meantime, on or about  XX/XX/XXXX , I went back to the bank with my mother to see if they would do the loan in her name only. We both remember that we were treated horribly that day. I know we came close to   XXXX   which is the bank closing. Although, we were outside, it was storming and I needed to bring my elderly mother inside, so it was almost  XXXX  when we finally got inside. The reason this is relevant is because were treated horribly. The discussion ranged from. " you know you could do this over the phone or online. '' and if we are closing now you should just do this online. I had misplaced my mother 's FL ID, and was told we cant help you, and they wanted us to leave. I then asked, " since we came all this way can you just help us. One lady said, if someone here can vouch that you are a customer we may be able to help you. She left the office and came back and said, " No, we will not be able to help you. '' There was an unpleasant exchange because, another employee stated, even though she may know you from before, you have n't banked here long enough for her to vouch for you. Given who I am, I did not let it go because she was acknowledging she remembered us. But would not vouch for us, if she does not want too ( at this point it was very rude ). She did not want to accommodate us and proceeded to say it was because, " the privilege of not having ID with you, was reserved for long time members. I made a remark about them discriminating against us and we left. They were mean toward us and It was continuous, and it started when we came in and no one seemed to want to help us.
<P/>
The next day, we did what they suggested, and reapplied in my mother 's name only, but she was denied, ( See ltr. Attached ). I then restarted my investigation into my defaulted loan.
On or about,  XX/XX/XXXX , upon speaking with, Consumer loan servicing, Supervisor  XXXX , she spent an hour on the phone with me from  XXXX - XXXX , discovering what happened with the defaulted loan. She was very interested in helping resolve the issue. We did a 3-way call together and called   XXXX   XXXX  . She heard them say it was Navy Federal 's responsibility to have filed the claim in question. I was given an email to contact  XXXX , as we agreed, to have a letter to support the conversation sent to me. (  XXXX  ).
<P/>
I sent the email and inquired with   XXXX   XXXX  , the P3 insurer, about sending me a letter. On Monday,  XX/XX/XXXX , the contact at   XXXX   XXXX  ,   XXXX   XXXX  , confirmed that a claim was never filed with them by Navy Federal.   XXXX   XXXX   further stated the onus for making a claim was on Navy Federal and they neglected to file one. She researched the issue and found no claim was ever filed. The same day she agreed to send me a letter with an overview of our discussion. No letter was received and she has been unable to contact since the conversation on  XX/XX/XXXX . On the same day, almost fifteen minutes after,   XXXX   XXXX    called me,  XXXX , Navy Federal Supervisor, called me. She said, she believed me in what happened and would send me a copy of the P3 agreement, but there was nothing more she could do to help me. ( although she did call and follow-up as she said she would, the conversation was cold and abrupt. ) Again, I was frustrated, when I heard an acknowledgement of fault and no desire to take responsibility for what happened. I said to  XXXX , You know I could file a claim, because a Federal employee made the mistake and it falls under the FTCA ( Federal Tort Claims Act ). There was negligence by a Federal employee, that adversely impacted me, and a formal complaint could be filed. I believe a culmination of these events caused a retaliatory filing of the complaint to  Adult Protective Services   . The worker claims on  XX/XX/XXXX , she received a complaint of exploitation and that my mother has   XXXX   and does not know what she is doing etc. On  XX/XX/XXXX , the investigator showed up at the home of  XXXX . The investigator was told that   XXXX   XXXX   was not home. When I saw the investigator on  XX/XX/XXXX , I then asked the investigator why the force and aggression the other day and she told me, I knew someone was inside and I had to see your mother.   XXXX     XXXX   (  XX/XX/XXXX  Sheriff 's Office ) cars were outside the house and tried to get in banging on the windows and doors. It was extremely aggressive. I asked if she thought my mother was being murdered. She said, Im just doing my job. The investigator commented, " why are you making them service you if they do n't want to, just go somewhere else. '' Navy Federal filed a complaint that   XXXX   XXXX   was being exploited by her daughter and now a bad situation has escalated into an investigation by   Adult Protective Services   which is clearly by the chain of events retaliatory in nature.

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