Consumer complaint received 2017-10-02
Company: NAVY FEDERAL CREDIT UNION
State: NJ
Product: Debt collection
Sub-product: Other debt
Issue: Threatened to contact someone or share information improperly
Sub-issue: Talked to a third-party about your debt

Complaint:
On XX/XX/XXXX a Navy Federal employee called my parents home phone number ( XXXX ) XXXX ; this number was not listed by me on my banking profile. ( I was advised by another Navy Federal Employee that NFCU uses a tracer software to find phone numbers associated with  customers who do not respond to NFCU phone calls ). On the phone call that took place on XX/XX/XXXX on ( my parents land line ) the Navy Federal associate asks to  speak to me ( XXXX XXXX ). 
My father was a XXXX patient at the time and was going through a rough XXXX session, which XXXX his XXXX ; he misheard the associate, and obliviously said " yes this is me ''. The Navy Federal associate then goes on and reveals my entire finances involved with the bank to my  father. I.E The amount of the loan I have, the type of loan I have, How many monthly payments I am behind, the total amount of the deliquency, and how much my monthly payments are. The problem here is, on outgoing calls made by NFCU, they do n't have a policy that confirms the recipient of the phone call is actually the person they are trying to reach out to i.e social, birthday, secret question/answer, secret passcode or anything. Whatever number they find and decide to call from the tracer app, the recipient just has to confirm " Yes, this is ___ speaking ''. I understand that policy, but where is NFCU due diligence? Their employees should be trained to know when someone falsly states they are someone else. I mean come on, you do n't think I would know the type of loan, the amount of the loan, and how much my monthly payments are. HELLO!!! DING DONG genius, that should ring a bell. My father confused, thinking this was for him kept asking her questions to get to the bottom of it, and the NFCU associate kept answering every single one of this questions. That is extremly troubling, because this puts my financial information and other senstive imformation completely exposed and at the mercy of NFCU non-existent and weak policy on outbound calls. Luckily ( for NFCU ) it was my father, and not an outsider. Regardless, I did not want him to have an idea about this debt, as I knew it would stress him out, and that is the single WORST thing for a XXXX patient. As I anticipated my father fell even more ill because of this. This soured my relationship with my household, as my dads medical bills started piling up. 
I reached out to Navy Federal regarding this matter on several different occasions, via several diff modes of communication. The first email i sent regarding this matter was not even replied to! Noone from NFCU reached out to me regarding this issue which is extremely concerning. I reach out to them again a couple of weeks later, via phone and social media and ultimately NFCU associates were completely unapologetic and offered me no source of compensation, NOT EVEN AN APOLOGY. They claim that the phone call mentioned above was never recorded ; how convenient is that? How many outbound calls that are in collections are rocorded? My guess is the dirty business of collections does n't record any outbound collections calls, and record calls that would benefit the company. AGAIN, WHERE IS MY FINANCIAL PRIVACY? WHERE IS NFCU FIDUCIART DUTY TO ME? CAN THIS BE ANY MORE DISRESPECTFUL? and UGLY? They stripped me of my right as an American Citizen to financial freedom, and privacy. I served this country for over 8 years and continue to serve. For what? so billion dollar banking animals NFCU leak my sensitive information? Luckily ( for me ) the entire phone call was recorded on my parents answering machine for some odd technical issue. I have a top secret security clearance and work with extremely classified information. At the rate the the NFCU associate was going, she would have no problem telling the recipient of that phone call ( my father ), all of my sensitive data. This puts not only strips me of my financial privacy but also puts my well being at risk. 
The funny thing is 2 weeks prior to this incidence i called Navy federal to bring all my accounts current, and again due to their internal error my forbearance for one of the loans was not correctly processed. I was under the impression that it was. Instead of calling my cell phone and notifying me ( the only number I listed on their system ) they would call my parents home phone over 7 times a day.
Should NFCU not satisfactorily resolve this issue, I will press charges.

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