Consumer complaint received 2018-03-07
Company: NAVY FEDERAL CREDIT UNION
State: NJ
Product: Debt collection
Sub-product: Other debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
This is the fourth time I am submitting a complaint on the same issue. The cfpb is supposed to be a government watchdog agency that is supposed to protect consumers, and all thats done is them sending my complaint to the company and closing it once Navy Federal responds to the claim. Whats going on here? How can you close a complaint without actually doing any investigation? With the previous 3 complaints I filed I stressed that Navy Federal claims the phone call wasnt recorded, if the phone call wasnt recorded how is Navy Federal responding to the complaint? If the call wasnt recorded how does Navy Federal know they spoke to the gentlemen which somehow didnt happen to be me. For the fourth time, please see my complaint below.

This is the third complaint im Filing with the CFPB regarding this matter. For the first response Navy Federal denied that the phone calls were recorded. The second complaint Navy Federal admitted they spoke to someone other than me and even gave description of the phone call. If it wasnt recorded how did whoever resonded to the second complaint even know the details of the phone call if it wasnt recorded. And they still havent addressed the issue of my financial information being improperly shared with someone who wasn't me. 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 XXXX 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 don'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 XXXX 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 don't think I would know the type of loan, the amount of the loan, and how much my monthly payments are, 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 a " we are sorry '' 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 doesn't record any outbound collections calls, and record calls that would benefit the company. 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.

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