Consumer complaint received 2023-10-06
Company: NAVY FEDERAL CREDIT UNION
State: AL
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Personal line of credit
Issue: Charged fees or interest you didn't expect

Complaint:
In XXXX of XXXX  I received a boat loan from navy federal credit Union in the amount of {$18000.00}. My payment was supposed to be $ XXXX/month. A couple of months after I had the loan, my payment went up. I called navy federal and they stated that the payment went up because they did not receive the boat title. I explained alabama does not title boats and that I could submit the registration. They started that was fine, so I submitted the bill of sale and the boat registration on XX/XX/XXXX of XXXX. I then called in again on XX/XX/XXXX of XXXX  and asked if they received the documents. They started they did not so I submitted them again to XXXX and included my access number, name and what the document was. The payment went up again so I called in and the rep stated that they would change my payment back to what it was supposed to be. The payment then went back down to $ XXXX/month. The next month it went back up. I have continuously called in regarding this issue since XXXX of XXXX. I have never received any feedback from navy federal stating they did not receive the information or that it needed to be sent another way. The only way I knew something was wrong is because I kept calling in and seeing my payment go up. 

On XX/XX/XXXXXXXX  I called in regarding this issue again and spoke with a rep that stated they have not received the documents. I explained that I have submitted these document multiple times over the past year. I confirmed the email with the rep who stated that email was correct. The rep asked me to send in the docs again and he would stay on the line to make sure title got the docs. I sent them to the same email as all the other emails that were sent and the title service did receive the documents. They stated they needed the bill of sale for the trailer at which time I told them that I did not have it. The rep understood and stated they would send it to the title manager to see if they can change the interest rate back down to what it was because they now have the boat registration. The rep also stated that navy federal has been charging me extra interest the entire time due to them not receiving the documents. I told them that I did send it in multiple times and Called in multiple times over the past year and its not my fault that they could not put it in their system and do their jobs or if something was wrong with the documents that they should have called me. It is not fair to me that I have paid this extra interest over the past year and I have done my diligence to get this resolved and navy federal has charged me. The rep understood and stated he would ask if I could get the money back that I have paid in extra interest this past year. The rep asked me to call in the next day to get an update. 

I called in XX/XX/XXXXXXXX  and asked for an update at which point the rep stated I would not be able to get my money back and my payment would not be able to go back down to {$410.00} a month because I did not submit the documents in time. I explained that I have submitted the documents multiple times and have called in multiple times and its not fair that I am getting penalized even though I have done my part and navy federal has not. I then asked for a manager. 

Manager XXXX with the consumer loan department got on the phone and I explained what was going on and that it is not fair that I am being penalized for this and that I have been paying this extra interest over the past year and I have tried multiple times and that I should get my money back for the extra interest that I have been charged over this period of time due to navy federal not being able to do their jobs and follow up or request additional information if needed. XXXX stated that he could get my payment back down to {$410.00} a month but would not be able to give me back the money for the extra interest I have paid over the past year. I explained it is not fair and it is not my fault that I am being penalized. I have submitted the documents and followed up multiple times. XXXX stated he could not change it. I asked for XXXX manager. He stated I could not speak with another manager. I explained I was submitting a complaint and XXXX understood and stated for me to follow up on Tuesday to see if my payment had went back down to what it should be {$410.00}.

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