Consumer complaint received 2017-05-17
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
My   XXXX   XXXX   XXXX   XXXX   account ( ending in  XXXX  ) was closed on       XXXX   XXXX  2017      due to late payments. I received a call from a Navy Federal Credit Union Representative at   XXXX  ext.  XXXX  . The representative informed my that although my account was closed, I had 60 days to bring the account back to current status in order for the company to entertain reopening my account. I had the representative confirm the 60days statement on multiple occasion all in which he confirmed. I spoke with the representative consistently under his assurance, I made payments of {$340.00} on  XX/XX/2017    ; {$880.00} on  XX/XX/2017    ; {$740.00} on  XX/XX/2017    and {$360.00} on  XX/XX/2017   . The frequency of my payments were possible from me borrowing money from others as I believed and was under the impression that the representative was telling me the truth about the 60days policy. I spoke with the representative on the date of my payment on  XX/XX/2017    ( this was the payment that brought my account in current status thus satisfying what I was informed by the representative ) to again confirm that the  60days  policy was true and that it was n't a  30days  policy to which he confirmed to the 60days policy yet again. I went ahead and walked a few miles to the closest Navy Federal site at the    XXXX   XXXX   XXXX    in  XXXX ,  XXXX . once the payment was made, I called the representative ecstatic because I was able to fulfill my end of the deal and satisfy the requirements to my knowledge. The representative ensured me that he will submit the request to have my account reopened. about a week later on     XXXX   XXXX  2017    ,  I called the representative again to check on the status and he told me that " Unfortunately the request was denied due to a policy change ''. Feeling disappointed, I asked him if he could explain the policy change and when it was made. He informed me that the policy change " was just made this week '' and that the account needed to be brought to current standing  30days  from account closure. I felt heartbroken and betrayed because I believed this was not the truth and that he knowingly manipulated me into making such payments. I asked how and why the policy change impacted my decision if I met/satisfied the policy in place when my request was submitted and he did not provide me with an answer. On     XXXX   XXXX  2017    I contacted the representative at ext.  XXXX  again hoping that it was all a dream but unfortunately he reiterated his previous statement citing the policy change. I asked to speak with his supervisor and he transferred me to Mr.  XXXX  at  XXXX  who also confirmed the policy change. The entire ordeal seemed surreal and falsified only for me to make the payments. I do believe that the representative at  XXXX  did in fact knowingly lie, manipulate and mislead me into making such payments and I believe that I was taken advantage of during my vulnerable s tat e.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief