Consumer complaint received 2018-05-17
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
In XX/XX/XXXX, reached out to Navy Federal Credit Union regarding a lower monthly payment due to a loss of income. I was given the tuna-round regarding help and several agents stated that they would gather information but I never received a follow-up call. As a result when I contacted NFCU to obtain the information, I was told that no notes were in the account, no information could be found regarding what I was following up on. XX/XX/XXXX, I received another call to provide help and was told that I could use my reward points towards the balance of the card, if they could get the last month payment reduced to show a non-past due balance. Unfortunately, this action was not completed by NFCU until XX/XX/XXXX. The agent apologized for the delays and bad information in the past and provided additional information for payment solutions. As a result of the delays caused by NFCU, my payments for XX/XX/XXXX and XX/XX/XXXX were excused. During this time I reached out to the local branch for additional help getting through to NFCU because previous attempts resulted in no documentation, no call back and no results. Unfortunately, while I was waiting on the an appointment and an approved application from the debt management department, I was harassed and threaten by NFCU agents. XXXX called me several times during the day, he said it was his job and that he had to call even if I was waiting on another payment option from NFCU. I explained to him that I had an appointment on XX/XX/XXXX at XXXX with XXXX and that I would be working with her to resolve the account and that there was no reason to call me everyday because I was not going to start one option with him without first speaking to XXXX. He stated that he could stop the calls and that he would make a note on the account. He said I could not stop the call long term because I have a past due balance. I explained that I would simply no answer the phone because it was not necessary to explain the details to every one that called, if he put notes in the system for all to see. However, within a few days after speaking with XXXX, I received a call from his supervisor XXXX. XXXX called to check the details that XXXX put in the computer because he said I sounded like I was lying just to get of the phone with NFCU and to stop the calls. I explained to XXXX that I had no reason to lie, I did have an appointment with XXXX, with whom worked for NFCU and the appointment date was still a week away. XXXX then told me that he had worked at NFCU for several years and did not know of a XXXX. I he said that I was changing the date of the meeting, making up the details regarding the meeting and just didn't want to pay the money I owed. He also said that no appointment was on file for my account and that if i was telling the truth, he would be able to see this person named XXXX, that I claimed I was meeting with. I explained to XXXX that, he was out of line for calling me a lie and trying to belittle me. I told him that I didn't appreciate it and that I did not want anymore calls regarding the account because I was working the issue and would not take being yelled at, belittled, talked over, called a lie and being accused of not wanting to pay my debt. That next week I had the appointment with XXXX and the terms she offered were not affordable. I was only given 2 options based off the balance of the account. I then requested that she simply ask for other options and she agreed to ask her supervisor for additional options. She said the review team normally takes 3-5 days to respond and then she would give call back. However, the very next day I received a call from XXXX, who worked with XXXX in the collection department. XXXX stated was extremely rude, nasty and unprofessional. She tried to argue with me regarding the details of the account and consistently talked over me, after asking me questions. I explained to her just as I had with XXXX and XXXX. She said that waiting on a response was just an excuse that I was using to not make a payment and that people were not going to try to help me if I didn't want to be helped. I explained to her that I was working with XXXX and that she was checking out a few details that would take 3-5 days for a response. XXXX then responded by saying that she saw that I spoke to XXXX and that a decision had already comeback and that she was the last option for me to get help. I told her that I had not heard from XXXX since yesterday so I was unaware of a decision because she said it would take 3-5 days. XXXX then told me that she could see the decision and I was not going to be offered anything else, i could either take the options given to me already or make the regular payments. She then reminded me of the current balance and asked me what I was looking for. I explained to her that I was looking for an affordable monthly payment. She asked what I could afford. I told her {$100.00} a month and she said, well thats not a payment that you will receive, I can do {$190.00} a month but thats the lowest. I informed her that those were the details that XXXX provided on yesterday and that I was currently awaiting another option. She then reminded me that no one was going to continue to call me for me to ask to pay {$100.00} a month. I told that was fine because I had previously asked for the calls to stop because I was aware of the balance and because the calls were all throughout the day, the people were rude and I didn't need that extra stress. XXXX then said, well if you don't want help, goodbye and the line was disconnected. As of XX/XX/XXXX I have yet to receive a phone call back from XXXX or anyone with the additional options or the results of the review team. I have called several times, left several messages but no returned phone call. I was dialing XXXX ext.XXXX.

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