Consumer complaint received 2023-01-26
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
Dear CFPB Representative, Let me start by saying Navy Federal Credit Union is a amazing organization with an incredible business model. I've been a member for over for almost a decade now. However, on XX/XX/2022 a " Navy Federal Credit Union '' Call Center representative made an internal error that ultimately, replaced the residential address associated with my ( NFCU ) " XXXX Credit Card '' with another unfamiliar one without my conscent. 

This undisclosed alteration made to my account caused, my preferred zip code to be replaced with one that I wasn't familiar with ; nor fond of. Because, of this each ecommerce transaction I had made during this time was being registered as " red flags '' e.g. ( Fraudulent activity ), due to the multiple incorrect attempts at entering the correct billing zip code pegged to the credit card i.e. ( XXXX ). 

In addition, this dilemma also induced other collateral damages which, I've listed below. 
that was caused by the use and facilitation of all ecommerce transaction 's that were impacted and prohibited by this internal error. 

-Payments towards purchases weren't processed correctly and denied -A rent payment in the amount of {$1800.00} was denied on XX/XX/2022, which cause a late fee to be attached -A payment of {$59.00} was deemed pending, and due to the extended pending process was paid for twice resulting in a refund on one of the ( 2 ) payments. 

-Because of what looked like " Fraudulent Activity '' at the time I put an " Account Freeze '' on my Credit Report ( s ) -During this period I had also recently applied for a few lines of credit which because, of this there was a high chance that loan my application ( s ) may have be declined there and then ''. 
XXXX XXXX XXXX XXXX -A Dispute letter requesting the error ( s ) be redacted, corrected, and removed were issued one to the Major Credit Reporting Bureaus on XX/XX/2022 through Certified Mail. 
-Also on XX/XX/2022 I recieved a call from a " Fraud Security '' representative from NFCU and was notified there was some " Suspicious '' activity alert that were recently made involving my credit card. 

I briefly discussed the issue and how I made multiple attempts to pay rent using the XXXX XXXX payment portal on XX/XX/2022, and the payment attempts were consistently denied XX/XX/2022. Which, even further caused late fees that would later be accrued to the my account. 

Finally, on XX/XX/2022 at XXXX I received a call from a NFCU XXXX Fraud Security '' representative that notified me, there has been some " Suspicious '' activity alert ( s ) that were recently made involving my credit card. 
After explaining the occurrences I then asked the " Fraud Security representative '' to remove the falsified information e.g. ( address ) from my NFCU account profile.

Ultimately, she denied my request then advised I go to a near by NFCU branch with ( 2 ) forms of ID to request for the removal. To expedite the process I went to a nearby NFCU branch right after getting of the call with her. 

To my dismay, after arriving at the branch with all the necessary forms and documentation once again, they e.g. ( NFCU ) and their staff refused to remove the " unidentified '' address error from accounts profile and even further placed a freeze on the utization of my " XXXX XXXX  '' credit card. 

Now later on that afternoon, I called NFCU and basically explained the whole situation and how that not removing that address, from my profile had already cause more harm the good and the XXXX XXXX season was rapidly approaching and this abrupt freeze would curtail my plans. 

After, listening to my explanation and taking a second looking ; it was confirmed their representative made an " internal error '' by double-clicking an pasting a XXXX XXXX XXXX XXXX, AL XXXX address into my billing address space which was found to be the catalyst to my woes. 

Now according " The Fair Credit Reporting Act '' section [ 15usc 1681 e2b ] speaks on how the " Consumer report '' must maintain maximum accuracy ; in other words all values must be correct in their reports. In contrast, in section [ 15usc 1681 n ] speaks on " Civil liability '' and actual damages. 

See if a furnisher of information or " Consumer reporting agency '' furnishes inaccurate information on your report and you give them notice ; that this information is inaccurate and a request it be removed from your consumer report however, they refuse ; even after a consecutive notice is brandished that's considered " Willful Non-compliance ''. 

Nonetheless, if you as the consumer are damaged under the guideline of " Willful non-compliance '' e.g. ( Denied a bank loan or other financial gain ) the consumer is now owed because, of " Actual damages '' leaving the " Consumer reporting agency or furnisher '' liable. Now during the month of XXXX  I applied for a credit limit increase for this same " XXXX XXXX '' credit card in the amount of XXXX and was only awarded XXXX. 

In other words based on the admittance of a internal error on NFCUs part, " The Fair Credit Reporting Act '' section ( s ) [ 15usc 1681 e2b ] and [ 15usc 1681 n ] says due to the distress, anxiety, and unfortunate series of events that took place based on NFCU " NAVY FEDERAL CREDIT UNIONs '' ) behalf. I'm to be compensated for the late fees, transaction fees, and missed opportunities at seizing loans and credit that I'd applied for. 


So to mend all wrong doings I'm seeking the additional credit increase funds or offerings that weren't fully entailed in my credit increase approval which, was missing an additional $ XXXX. Primarily, because according to XXXX if, my address has erroneous or inaccurately stated information in it's entirety. I can be denied or disapproved of a loan or line of credit and perhaps was. Additionally, this increase will fully cover the late fee ( s ), transaction fee ( s ), and tarnishing of " On-time payment history '' this unfortunate ordeal has caused following the address error. 


My kindest regards, XXXX XXXX XXXX, XXXX Phone : XXXX Email : XXXX XXXX

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