Consumer complaint received 2017-09-27
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
About 3 months ago I applied for a personal loan with Navy Federal Credit Union to pay off my Mother 's car loan she has with XXXX XXXX for her XXXX XXXX XXXX. [ I did have a loan with Navy Federal, it was for a XXXX XXXX XXXX with account # XXXX ]. This loan was co-signed with my mother XXXX XXXX. She was going to trade in the XXXX XXXX & get herself a new car, but I decided to trade in the XXXX XXXX instead & purchased a new vehicle by myself. This was in late XXXX. About a week ago, I received a statement from Navy Federal with limited information. It stated that I owed them {$500.00} dollars & that my loan was subject to go to collections & this would affect my credit rating. My initial call was to XXXX the Sales person, who assured me that my car was completely paid off & did not know what was going on. At this point I was worried about the bad rating this would have on my credit so I called my Mom & asked her to help me find out what was going on. ( I initially thought it was a negative balance for the XXXX XXXX I just traded in ). When my mom reviewed the statement she noticed it was a different account number from my previous & only loan with Navy Federal. My Mom called Navy Federal on X/XX/2017 @ XXXX XXXX & spoke to XXXX in the customer relations dpt. XXXX advised my Mom that she was not on the loan she was pulling up. My mom told her that she was the co-signer on the loan & wanted information about the statement we had received. My mom also advised XXXX that it was the wrong account number & perhaps Navy Federal had made a mistake about the balance of {$500.00} we still had. XXXX asked my Mom if she was calling regarding the loan for a XXXX XXXX XXXX. When my mom heard the description of the vehicle she then told XXXX that the XXXX was her car & she still had a loan with XXXX XXXX. At that point XXXX told my Mom she was unable to give her any more information & she had to transfer the call to the Accounting Dpt. but not before my mom conference me in to the call. When we reached the accounting dpt we spoke to XXXX. I verified my information one more time & gave authorization for my Mom to talk to XXXX & discuss the account. When everyone was on the same page my Mom asked XXXX if she can tell us who signed the check or any credit application? We explained to her that I never picked up the check or signed anything documents authorizing the loan. At this point XXXX stated that we were going to be put on a 10-15 minute hold so that she can review all notes. My mom was at work & asked XXXX to please call us back because she was at work & I was getting ready to go to work. XXXX told us that they do not call out ever & if we wanted any further information we would have to call them back at another time. This is the last time we had any contact with Navy Federal.

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