Consumer complaint received 2021-04-19
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
This complaint is in regards to the refusal and/or failure of Navy Federal Credit Union to provide sufficient adverse actions disclosure as ordered by the FCRA. I have applied three times since XX/XX/XXXX. Each of those times, Navy Federal reviewed my record from XXXX XXXX XXXX XXXX XXXX XXXX XXXX which is a company subject to the provisions of the FCRA. Since Navy Federal denied my membership application ( s ) due to information received from XXXX, they are also subject to the provisions of the law. I didnt have any knowledge of Navy Federal and XXXX until their most recent decline of my application, which was dated XX/XX/XXXX. Because of the decline ( s ), I am ineligible to apply for any of Navy Federals products or services ( i.e. deposit accounts, credit cards or loans XXXX. 

I obtained the following excerpt from the CFPB that explains my rights under the FCRA. 
( https : XXXX ). 

The federal Fair Credit Reporting Act XXXX FCRA XXXX promotes the accuracy, fairness, and privacy of information in the files of consumer reporting agencies. There are many types of consumer reporting agencies, including credit bureaus and specialty agencies ( such as agencies that sell information about check writing histories, medical records, and rental history records XXXX. Here is a summary of your major rights under FCRA. You must be told if information in your file has been used against you. Anyone who uses a credit report or another type of consumer report to deny your application for credit, insurance, or employment or to take another adverse action against you must tell you, and must give you the name, address, and phone number of the agency that provided the information. 

I first applied for Navy Federal membership online on XX/XX/XXXX. I instantly received an email stating that I needed to provide them documents for proof of my physical address and also another email stating that my membership application is under review. Navy Federal also sent me a letter in the mail requesting the address documents. I uploaded to them the documents they requested. On XX/XX/XXXX, I did receive an email from them explaining that they received my documents and my membership application is under review. After 7 days passed, I didnt receive any further information from Navy Federal. I checked with their membership department, but they were unable to disclose any information concerning the application status. I didnt know they used XXXX  for this application until XX/XX/XXXX, when I received the report from XXXX Navy Federal failed to send me the adverse action notice required by law. The XXXX  report states that they inquired to XXXX on XX/XX/XXXX. 

Thirty days passed, and I heard nothing from Navy Federal. Because I didnt know that I was declined, I applied again on XX/XX/XXXX. I immediately received an email saying that my application was under review. I didnt hear anything after that, so after a few days I called and I was told I by an agent that I will be receiving a letter in the mail. The letter never arrived. The XX/XX/XXXX XXXX  report states that they made an inquiry on XX/XX/XXXX. 

Again, I didnt hear from them, so I decided to postpone applying for membership for a year. Then on XX/XX/XXXX, I applied for membership by phone because now Navy Federal has blocked me from applying online. The phone agent took my information. I verified my mailing address ( which is a XXXX XXXX XXXX with the agent. After he submitted my information, the agent advised me that my application is pending. Then, just like the applications from XXXX and XXXX, I received an instant email wanting me to send the address documents again. 

This time, I decided to gather all my documents and visit the nearest Navy Federal branch which is 35 miles from my home. On XX/XX/XXXX I drove to the XXXX California branch. The agent accessed my application, but she needed to call a manager. After speaking with her manager, she showed me her computer screen stating that I was denied membership due to information they received from XXXX. On XX/XX/XXXX, I received an electronic report from XXXX XXXXhowing the inquiries for each of my three prior application tries. 

As of today, XX/XX/XXXX, I havent received an adverse action letter for any of the applications. They have my mailing address because I received mail from them regarding my XXXX application. In addition, I verified my mailing address to the phone agent on XX/XX/XXXX during the third application. 

I certainly would not have wasted my time, effort, and gasoline to travel the 70 miles roundtrip drive from XXXX, CA to XXXX, CA if they had followed the law and sent me the letter. Is it possible that it is their policy not to send those letters because it just isnt worth their time to communicate with applicants who have a XXXX record? It most certainly looks that way.

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