Consumer complaint received 2020-10-14
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Greetings, It is with a heavy heart that I must inform you about my horrific experience with Navy Federal Credit Union ( NFCU ). I am saddened by having to result in utilizing a third party to help resolve my ongoing issues with this credit union. As recently as today ( XX/XX/XXXX ) and on multiple occasions, I have peacefully and patiently reached out to NFCU to resolve two issues. The first issue involves opting in for additional protections on my credit card during my application approval and the second issue concerns inaccurate information provided to me by a bank teller that has adversely affected my credit rating and hinders my ability to obtain services needed during this global pandemic. 

The issue surrounding my credit card coverage began after noticing that I was only billed for disability insurance and not unemployment coverage should there be a lapse in employment. My application was approved by a NFCU representative via telephone. I was asked if I was interested in credit card protection coverage. I did opt in for both coverage options ( disability and unemployment ) at the time of my application. I was under the impression that the monthly fee covered both products. I recently learned that was not the case. I disputed that information with the representative who shared those details and I asked that they review my application by either listening to the call or producing a copy of my application held in their archives. I requested a copy of the application on multiple occasions after being told by each representative that I would receive it in 5-7 business days. I am sad to report that I NEVER received the requested application or any documentation from NFCU. I contacted NFCU on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. After feeling as though I had no other option, I filed a XXXX XXXX XXXX report on XX/XX/XXXX. Filing the XXXX XXXX XXXX report proved pointless as the person who contacted me was not from the Executive Department or Office of the CEO, but rather a bank branch employee with limited authority. After two long discussions, she told me she unable to assist with the credit card issues. She did not have the proper authority to assist me which led to an impasse. This is still a standing issue. Please note that I am not unemployed. Thankfully, I am employed with the XXXX XXXX XXXX ; however, as the threat for furloughs loom over us, I want to be protected. 

As a condition of employment with XXXX, we are subject to random credit checks and monitoring to maintain our clearance eligibility. That being the case, I was recently notified by an investigator that there were two occurrences of 30 day late payments on my credit with NFCU dating to XX/XX/XXXX and XX/XX/XXXX. I was baffled and completely unaware so I checked my credit and my personal documentation as I keep detailed records of my interactions with creditors. Pertaining to those dates, there is an issue with the inaccurate information provided to me by NFCU via a bank teller at the XXXX, VA banking location. After returning from an overseas deployment in XX/XX/XXXX, I went to that branch to obtain information about my accounts. I recall my question were specific to how much time I had in order to make the credit card and auto loan payments. The representative told me that I was NOT due for a payment on my credit card at that time and she told me that my past due portion was already covered adding that I had sufficient time before the next payment was due. Again, I had been XXXX, so I desperately needed to be current on all information. Prior to that incident, I was never misinformed by a bank and Ive been banking with NFCU since XXXX. I didn't second guess the information ; however, the teller was wrong. The payment was missed inadvertently based on information that the payment was not due. My payment history will attest that prior to that incident I was never reported to a credit bureau and always paid on time. A similar situation happened with inaccurate dates shown using their payment system in XX/XX/XXXX of this year at the start of the pandemic. In a last ditch effort to follow up and get resolution on the negative reporting from XX/XX/XXXX and XX/XX/XXXX, I contacted NFCU on XX/XX/XXXX. I spoke to a representative named XXXX. She plainly confirmed my worst fears by stating the online system underwent a change that removed the number of days you were delinquent due to inaccuracies with the previous NFCU payment system which encompasses the dates in question. Based on that declaration, I would like those two payments removed from my credit report. It is critical that this gets resolved as this is affecting my job and financial standing. 

I have tried talking peacefully with NFCU and I have been patient while I get told to wait on documentation in the mail that never came. NFCU claims that their customers are their mission. I have been repeatedly ignored as a customer and I feel devalued. I can no longer stand by and get steamrolled by this credit union that claims to value its members. Each month NFCU sends out an email underscoring that help is available if you are affected by the pandemic, but they arent really helping us or they are being very selective about who they help begging the question of whether discriminatory practices are used in deciding whom to offer assistance. I have kept detailed notes about each encounter with NFCU and I feel I need to share this disturbing information with the proper regulatory local, state, and governmental consumer entities that can put a stop to this treatment.

Please assist Regards, Ms. XXXX

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