Consumer complaint received 2020-01-10
Company: NAVY FEDERAL CREDIT UNION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
Good Morning, I am writing you this message from my XXXX location with the XXXX XXXX XXXX. I am currently in the XXXX XXXX XXXX but on a XXXX XXXX XXXX order. I learned about my XXXX late summer and when I did, I contacted all my lenders regarding XXXX  benefits. All of the lenders I have done business with explained the benefit to me in full, to include Navy Federal Credit Union. My first interaction with Navy Federal Credit Union, i contacted their SCRA department per the number they provided on their website. My first encounter was with a gentleman named XXXX. XXXX was very forthcoming about the benefit and explained to me how it worked. He explained to me that I would be eligible for SCRA from the start date of my XXXX XXXX orders. He also explained that all debt prior to that date would be reviewed ( to when the account was opened ), and a refund would be sent for any amount over 6 %. He said this also applied for the period while I was on XXXX XXXX. I understood that this benefit would end when I am off XXXX XXXX in XXXX or XXXX. After speaking to XXXX, I called back to the department to confirm the benefit and again I received XXXX and he re-affirmed what he stated to me before. I submitted my orders when I received them and around XXXX, I received notice I was approved for the benefit. Shortly after approval, I logged into the Navy Federal Account and notice a large adjustment was made to my credit card and small adjustment to my checking line of credit. The next day, I noticed the large adjustment was credited back and a small adjustment to my credit card was made. After seeing this adjustment, I found the XXXX to reach out to Navy Federals SCRA department. I spoke with XXXX in the department and explained my situation to her and how I was told what I was expecting per their own team member. XXXX responded with a very snarky, annoyed and seems to be laughing and said you heard wrong and the decision is final. I mentioned to her I was told I was promised a retroactive refund to all pre-active duty debt and again with an attitude said no the act doesnt work like that. I ended the call by saying thank you for your time and hung up. In XXXX, I reached out to their executive team at Navy Federal Credit Union as I was upset and hurt with the way I was treated and how I was misled by their team. After several attempts to Navy Federal Credit Union, I spoke with a gentleman named XXXX. XXXX was looking to help out the best he could with the situation. I explained everything to him ( what I said earlier in this email ) that I was told twice by your team member that I would get a retroactive refund from all pre XXXX XXXX debt. I also explained the negative treatment I received from XXXX as well. So after 15 minutes or so, on behalf of Navy Federals mistake, he offered me a refund of XXXX interest charged on my Navy Federal Accounts. I was happy NFCU was willing to compromise but I told XXXX I was looking for what they originally told me but I was open to compromising as well. We ended the phone call where XXXX was going to speak with his management team about Navy Federals mistake and see if they can make it right. Yesterday ( XX/XX/XXXX ) I received an email to contact XXXX at Navy Federal. We spoke about the situation and he asked if he could email me in an hour as his leadership team needed to review calls. XXXX then asked me if he could put me on hold to speak with his manager. He came back saying the managers reviewed the tapes and said the decision is final. Best of all, they pulled the offer of crediting the XXXX interest on my Navy Federal accounts. 
So basically Navy Federal admitted to a mistake, offered me a possible compromise to the deal, and then magically review the calls while I was on hold? Then pull the carrot away from my face and say sorry the decision is final and cant honor the previous offer? This is how we treat the military especially when your organization makes a mistake. I told XXXX last night usually businesses so right by admitting their mistake and satisfying the customer. I guess Navy Federal doesnt work like that. I have spoken to legal counsel from my base and they advised I was in the right on this and they should honor their word from the initial encounter. 
I would like you to investigate Navy Federal Credit Union and I still want what was promised to me in my initial phone call. I know I am right with what I heard and wouldnt be wasting my time and your time if this wasnt true. I would like Navy Federal to retroactively refund interest they promised me in the initial contact with them. 

As I dont have a working cell phone here, emailing me is the best option to contact me. I am in Gulf Standard Time so it might be some work to get hold of me. Regardless, I want Navy Federal Credit Union held responsible for their actions. 

Thank You

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