Consumer complaint received 2023-08-09
Company: NAVY FEDERAL CREDIT UNION
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My wife and I both have an account with Navy Federal Credit Union with a car loan on each of our accounts. A 2017 XXXX XXXX and a XXXX XXXX XXXX respectively. When we requested a new loan for a different vehicle under my account to trade in the XXXX XXXX XXXXXXXX, we accidentally requested a loan trade in the XXXX XXXXXXXX XXXX and not the XXXX XXXXXXXX XXXX. We went to a dealership and purchased a different car with the new loan. We did not realize that the new loan had the XXXX as the trade in until the dealership called us and told us that they received the title for the XXXX and not the Forester. During the trade in, we had a check from NFCU in the amount of {$6000.00} to go towards the new loan. My wife called NFCU on XX/XX/XXXX and spoke to XXXX to discuss what needs to be done to rectify this issue. She took notes and said that she would note our account for the next steps. My wife called the next day, XX/XX/XXXX and spoke to XXXX XXXX not sure of the spelling ). She said that there were no notes and my wife had to describe our situation again. She said that she noted the account and requested a new loan to solve the problem and to call back for the next steps. My wife called on XX/XX/XXXX and spoke to XXXX. My wife had to describe our situation again since she is not permitted to speak to the same person. XXXX was on the phone for hours figuring out next steps. The problem was that the dealership cashed the {$6000.00} check and NFCU would not move forward with new loan until they received the {$6000.00} back from the dealership. The dealership wanted a letter stating that they would receive the {$6000.00} owed to them and would not send back the {$6000.00} or the XXXX title until they received the letter. NFCU rep said that a letter would be sent via email with that information. We did receive a letter, but it was not the information needed. My wife called back on XX/XX/XXXX and spoke to a representative ( not sure of her name but it could be XXXX ). This rep said that there were no notes in our account and that we needed to start from scratch. She told my wife that they were going to put a stop to our new loan and issue a different one. We needed to send back the blank {$6000.00} before anything else would be initiated. Once the blank {$6000.00} was sent back that we would see our XXXX back on my account so that we can make our payments. This did not occur. My wife called back and spoke to XXXX. he said he was going to put a stop cancelling the new loan and that we needed to get the {$6000.00} and title back from dealership. XXXX was able to get a letter to satisfy what the dealership wanted to secure their money etc. My wife called XXXX in the NFCU title department, she gave the addresses that the dealership needed to be sent back to. NFCU received both the {$6000.00} and the XXXX title on Monday, XX/XX/XXXX at around XXXX XXXX. My wife called NFCU on XX/XX/XXXX to get an update on what the next steps are going to be. She spoke to a male representative who stated that there were no notes and that my wife had to start from scratch on what our issue is. He transferred my wife to XXXX who is a supervisor. XXXX stated that NFCU never received the {$6000.00} nor the title from the dealership. My wife stated that she had the tracking numbers to which XXXX looked up and verified that yes, NFCU received both the title and the check from the dealership. My wife asked what the next steps will be. XXXX put her on hold and came back on stating that the check is missing and they are not sure where the check or the title are at this time. XXXX was to call my wife on XX/XX/XXXX which she has not. 

We need help. We have a vehicle in our possession that has a loan attached to it that is not valid, the dealership has a vehicle on their lot with no title and NFCU is giving us the run around and lost the check and title. Every time we call, we get a different person with a different answer and nothing is being done to correct this matter. Thank you.

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