Consumer complaint received 2017-09-19
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I have 2 credit cards with Navy Federal. In XX/XX/XXXX, I was given the opportunity to lower my interest rate and payment in order to make the payments feasible because i was unemployed and had become past due on the accounts. At the time of the arrangement, I was not aware the accounts had already been closed without the option to reactivate them. However, I still stayed with the plan to get them paid down and eventually paid off. Because the accounts are closed, I had no idea that navy federal would automatically initiate a transfer of funds from my checking account when the payment was past due. Over the course of this arrangement, Navy federal has taken money from my active checking account and applied to the credit card payments after I had already made a payment. The justification behind this according to a representative is that their " system '' automatically transfers the payment when there is money available in the account. I tried to explain to them that I had already transferred the payment from my checking account which ended up being duplicate payments. The most recent time this occurred was on XX/XX/XXXX. I made a payment from my checking account to both credit cards and the next morning Navy federal did the same thing causing my account to go in the negative {$64.00} ( document attached ). Not only would they not reverse the charges because it was their " system '' error. I was told they would submit a request to refund the portion I paid ; however that did n't happen. I received calls from their collection department even after these payments were made. The next time was on XX/XX/XXXX, I made a payment to both credit cards directly from checking account in hopes that it would post right away ; however the same thing happened again. On XX/XX/XXXX, i logged into my online account and was stopped by a delinquent screen ( attached ) that showed my accounts were still delinquent and the number of days were increasing. I then noticed once again they had double pulled from my account even though I had already made a payment the previous day. Additionally, After making my payments on XX/XX/XXXX, i was receiving automated collection calls and voicemails from navy federal.from phone number XXXX. When i finally answered the collection rep asked why have n't i made a payment on the account. I proceeded to tell him The payment was made and he still harassed asking questions about the accounts when he should have access to my payment screens to see those transfers. On XX/XX/XXXX, when I called navy federal at XXXX to discuss the duplicate payments, I was told they would not reverse their automatic transfer in the amount of {$100.00} because my payment terms had changed as of last month ( XX/XX/XXXX ). I was not aware there was any changes in my payment amount. I did not receive notification by mail, phone or electronic means that my payment terms had changed. The only explanation I was given was that I should 've been told by the personal finance department that the plan is only good for 12 months. I was not given that information at the time the payment plan was verbally conducted in XX/XX/XXXX. While I was on the phone with this representative, I was getting another collection call from navy federal phone number XXXX at XXXX. When I listened to the voicemail it was the same automated collection message. But once again, why am i getting collection calls for these accounts when the " system '' clearly shows my payment status. This is bullying and harassing to say the least to take advantage of people 's accounts and be able to push blame on a " system '' automatically doing this. Their policies are inconsistent depending on which department or representative you speak to. I was told in the past that they will only deduct payments from your checking account if it 's in a 30 day delinquent status but then XXXX in the collections department tells me today XX/XX/XXXX that if they wanted to, they can take it when it 's one day past due because the terms say so ... I 'm very disappointed in their business practices as a credit union.

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