Consumer complaint received 2020-03-31
Company: NAVY FEDERAL CREDIT UNION
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Navy Federal Credit Union is participating in illegal collecting and reporting practices by improperly adding 3 incorrect late payments for XXXX ( XXXX, XXXX, and XXXX ) to auto loan XXXX. I am now working towards paying off my 3rd vehicle loan with Navy Federal with perfect payment history prior to this occurrence. In XX/XX/XXXX, one late payment was reported to the 3 credit bureaus for XX/XX/XXXX. This ensued my immediate contact with Navy Federal Credit Union loan servicing department. My first conversation about this matter in XX/XX/XXXX, I spoke with the Senior Manager of the department. This conversation was recorded on my personal device with the knowledge of both myself and the Navy Federal representative. During this conversation, we  discussed the late payment that was now reporting for XX/XX/XXXX, as well as the second of the two deferments done on the account within a 7 month period. She assured me, the account had not been 30 days delinquent during either deferment period nor prior to them going into affect. Incidentally, she is the sole individual that approved both deferments on my loan. With that assurance, I was confident the late payment would be removed. However, for record keeping purposes, I requested that in writing. I was then informed that she could not individually draft any letters for consumers. I then asked what could I do to fix the reported late payment. I was instructed to complete the dispute process with Navy Federal or with each individual credit bureau. At which point, I initiated the dispute process with XXXX, through my XXXX   membership. Within 10 days, the dispute was complete in opposition to the credit report. 
Navy Federal responded that the late payment for XX/XX/XXXX was accurate and added 2 additional late payments for XX/XX/XXXX and XX/XX/XXXX. All of these dates reported are dates within the deferments that took place almost consecutively with one month between them. After receiving such response from the dispute, I decided to make another attempt at resolving this with Navy Federal. I emailed the CEO, XXXX XXXX, three separate times with no response or effectiveness. Lastly, I called Navy Federal again, on a personal recorded line, to discuss the additional reported late payments. I questioned why two additional late payments were added after disputing one late payment, why all of them remain, and why are they reporting inaccurately. During this call, there were no attempts to rectify the errors, nor were there any suggested solutions. Prior to these reported late payments, I was in the lending process with XXXX  ( XXXX XXXX XXXX XXXX ) to purchase my first home for my XXXX  young children and myself. This has adversely affected my credit score. Due to the detrimental affects of these negative remarks, I am no longer moving forward in the lending process with XXXX. Navy Federal Credit Union is participating in illegal reporting practices. I have contacted them repeatedly to try and resolve this matter without a resolution.

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