Consumer complaint received 2019-08-26
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
This will be our 3rd time trying to get this resolved. XXXX, with Navy Federal, has refused to answer EACH question we have and has made no effort to contact us besides their regular collection department trying to get payment from us. 

1. We paid the loan off. It even states so on our credit. No where did does it say that there was left over, or anything. When we called to make the final payment in XXXX of XXXX they told us, " Congratulations, you are at the end of your loan, you should receive your title within 2-4 weeks. '' 2. We have asked them over and over to do an audit of the account when they stated that another {$6000.00} was owed on a 12,000 ( original, approx ) loan that we will have been paying on for 9 years in XX/XX/XXXX. They have stated that we've only paid on time 6 times throughout the entirety of the loan, but even according to our credit report, that is NOT correct. We have paid on time way more than that, PLUS they have reported it wrongly for the majority of the loan. We can prove with other parts of our credit report that we have paid our car loans ON TIME, including one of them being perfect throughout the 3 year loan with another company.

3. We have asked them to stop calling my wife, but they have refused to stop calling her, and they have threatened her with bodily harm if she either didn't pay right then or there, or let the repossession tow guy take the car. 

4. I have spoken with XXXX ( or XXXX ; didn't get spelling ) with the main corporate office on XX/XX/XXXX at XXXX XXXX  PST and explained the issue. Navy Federal has several lawsuits pending against them for reporting to credit agencies wrongly, along with the CFPB ordering Navy Federal to pay XXXX XXXX dollars for improper debt collection practices, including locking people out of their accounts during the time of XX/XX/XXXX and XX/XX/XXXX, which they did to us numerous times, including taking money out of our account without authorization, or telling us that they were doing so, and taking amounts more than was owed. Navy Federal also was ordered to pay XXXX XXXX dollars to settle overdraft fees that were caused by them between XX/XX/XXXX and XXXX XXXX, XXXX, which we were never informed about or told about, and suffered from as well. 

5. XXXX, with the corporate office agreed to write off the {$4800.00} on the refinanced loan ( that no one could ever explain to me why we still owed and prove it to me with paperwork ), because she agreed that we have paid more than enough of the loan and have actually over paid, which she was researching to find out how much and to send us a check for the overpaid amounts. 

We expect FULL and complete cooperation with this and would like them to actually CONTACT us instead of just replying to this complaint as we seem to be getting absolutely no answers that are TRUTH from XXXX with Navy Federal, or anyone else who replies to these complaints. As they can see from the attachments, XXXX XXXX claims of having paid the loan " on time '' only six times from XX/XX/XXXX to XX/XX/XXXX are completely inaccurate and the majority of the ones that are marked " late '' are not late. We are 100 % positive that they are applying our payments late to spite us, or to discredit us with the CFPB and/or anyone else we choose to take this matter up with.

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