Consumer complaint received 2023-03-15
Company: NAVY FEDERAL CREDIT UNION
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
hello My name is XXXX XXXX XXXX XXXX # XXXX my address is XXXX XXXX XXXX XXXX Oh XXXX. My auto loan with navy Federal account # XXXX increased from XXXX to XXXX in XXXX of 2022 I called in to get an explanation for the increase and was told by a customer service rep on my 3rd time calling in that the interest had increased due to navy federal not being added as a lean holder on the title by 90 days after the vehicle being refinanced I told the Rep that the lean was place on title a few days after I received the pay off notice for XXXX XXXX  and was sent in by the BMV of Ohio. She could not find any internal record for this and told me an investigation would take place to try and locate any paper work or electronic lean sent by the ohio BMV and any difference would be credited to my account. In XXXX I again reached out about the amount of my loan not reflecting the correct loan amount I was again told of the reason as in the lean as was told there was not any notes of an investigation I was then told I should reach out to the BMV and have the lean placed on the title and my loan would revert back to the lower intrest rate. I contacted XXXX XXXX to get another payoff disclosure because the original was given over to the clerk at the Ohio BMV it took 2 weeks for this new pay off letter to come I again went to the BMV and had a Lean for navy federal places on the Title and sent navy federal copies of the paperwork from pics I took I contacted navy fed again and was told it was in the middle of the bill cycle and the XXXX would come out and could not be adjusted for the XXXX Bill cycle but would reflect in XXXX  and the new payment would be slightly higher than the XXXX due and a new rate of XXXX would start on my XXXX payment I also recieved a letter from navy fed stating the new payment would start in XXXX. I again paid the XXXX note and when the XXXX payment came it still had the higher XXXX payment and not the XXXX I contacted navy Fed again and spoke to a rep that sent me to the supervisor after she said it was mistake on their in the supervisor told me she could see the error was on there end but the loan department would have to fix it and my account would be credited the difference and I should wait 3 to 4 days for it to reflect I waited the time I was told and nothing changed and a automated withdrawal for XXXX was taken from my account I called navy fed and spoke to a rep who again told me she could see the area and the loan dept had not fixed the issue even though a ticket was in I was transferred to the Dept manager where he had me wait on the phone for 1hour and 30 mins trying to resolve the issue in which he could he again bput in another e ticket to resolve the issue and I was told by the rep since the payment was pending I would have to wait for the difference to be refunded with 2 -3 days this was XX/XX/XXXX. After my account was not credited the difference I called in again and spoke to a Supervisor named I was told she would investigate the matter and listen to previous calls where I was told on multiple occasions my account would reflect the new payment of XXXX in XXXX and now even my XXXX upcoming payment was still showing for XXXX she said a new letter was sent that the change would take place in XXXX payment which I argued makes no sense for a change to occur 4 months after the requirement was met and this is not what I was told by multiple Reps and supervisors she again stated she would look further into the situation and return a call back to me Monday after speaking against to a Rep Tuesday XX/XX/XXXX I was again told that in the notes a error was found on navy feds behalf and another E ticket was placed to the loan department this time the rep told me my monies would go to the principle and my account would not reflect the XXXX amount would not show until XXXX again an unacceptable outcome. this is a breach of the contract. The failure of navy fed to record the initial lean was not my fault and after I corrected the issue I am still being unjustly charged a higher amount than what I was told and the corrections where not and have not been changed as I was told in XXXX and they are delaying on giving me any remedy

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