Consumer complaint received 2019-07-15
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The CFPB has been contacted in hope the collections department at Navy Federal Credit Union will take my complaint more seriously. I've already spent numerous hours, loss lots of sleep, and experienced tremendous anguish over the error caused by their collections representative. The issue arose from being transferred to the collections team by a NFCU credit card representative. She indicated the collections department was the only area to assist with refunding late fees. 

Consequently, what I experienced was a malicious and possible illegal tactic of that representative. He placed me on hold/mute and created an authorization to debit my checking account. This was NOT something he read disclosure on or verified my permission to do. As such, his act started a series of events that would require multiple individuals, emails, and processes to keep me from incurring NSF charges from outside institutions. It was simply wrong of him to do. 

My attempt to address the issue occurred the day the draft happened. I spoke to a collections supervisor and that person 's supervisor. Neither were willing to assist, so I asked to have the matter escalated. What I received was a phone call later that evening from the original collections representative 's supervisor. In that conversation, I was essentially told I was to blame for the error. 

What is this complaint about? ( A phone call into the Collections the department that prompted an unauthorized draft to my checking account ) What type of problem are you having? ( The unauthorized draft created an overdraft, an insufficiency that caused a return status on my account ) What happened? ( It has been excruciating to address the repercussions of that unauthorized transaction ) What company is this complaint about? ( Navy Federal Credit Union 's credit card collections department 's use of illegal tactics in collecting monies ) Who are the people involved? ( I don't know the name of the person who processed the unauthorized request, however I did speak to a collections supervisor named XXXX and his supervisor XXXX ) I recognized this error occurred very early on the morning of XX/XX/XXXX and reached out to the checking customer service team. They were able to aid with the overdraft and returned item. Later in the morning I spoke with the credit card collections team and was told XX/XX/XXXX is the date permission was given to debit my checking account. I can't emphasize enough that the representative never ASKED me if it was okay or read any type of disclosure. They acted in error and created tremendous harm. Yet, no act of consideration or reciprocity has been given. 

I'm open to any act that is fair for the harm that has been done and am grateful the CFPB created this platform for the consumer. I look forward to a prompt response. 

XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX ( XXXX ) XXXX XXXX P.S.  There is still a credit balance sitting on the credit card as the representative not only took monies without permission, but he exceeded the balance that was on the statement ( he really did a horrible job ).

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