Consumer complaint received 2019-04-02
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
I this evening at XXXX XXXX. XX/XX/XXXX Florida time, have just gotten off the phone with XXXX a supervisor of customer services with Navy Federal 's Collections department, regarding my personal loan. Yesterday I was told he would be the person to speak to regarding my account showing past due for XX/XX/XXXX. 
On XX/XX/XXXX, he called me back to advise me that he had spoken to upper level management regarding a waiver that I had been approved for in XXXX but that had been rescinded, and that it was decided to honor the waiver for XXXX, and also XXXX ( XXXX ). This conversation on XX/XX/XXXX, stemmed from a conversation between he and I on XX/XX/XXXX, when I complained ( after returning a call left on my voicemail by NF Collections ) about my XXXX 's payment showing past due. I explained that I had been offered a waiver for XXXX ( XXXX ) 's payment by an agent when I had called in inquiring why my XXXX 's payment was higher than usual, I accepted the agent 's offer, the offer was approved with her giving verbal notification given. She then advised a letter would follow ( which I expect as usual and as per Federal statutes ). During the XX/XX/XXXX, call, XXXX advised that the offer should not have been offered, and I did not qualify for that service because I had received one in  XXXX, XXXX, and the offer was being rescinded. I clarified for him that I had NOT received a waiver of payment in XXXX but instead had a REFINANCE ... because of Navy Federal 's fault from prior months of not properly advising me when I ran into hardship after being effected by a natural disaster in Florida ( and the institution had first failed to advise me of relief for clients, then decided I did not qualify then decided it was too late ). In his nonchalant and condescending manner he finally agreed to " speak to higher ups and get back to you in one to two days to see what, if anything, can be done ''. He called me back as noted above, on XX/XX/XXXX, relaying the approved waiver for XXXX and as a courtesy for XXXX also, so my next payment would be due XX/XX/XXXX ( my normal due date ). He advised me I would receive a letter confirming the decision. To this date/day, XX/XX/XXXX, I have not received that letter. 
However after calling Navy Federal on a matter of inaccurate reporting of an auto loan I was approved for but never utilized, I was advised that my XXXX 's payment was past due. The agents advised eventually I would have to speak to XXXX being he was the person who had called with the decision on XX/XX/XXXX, to waive both XXXX AND XXXX 's payment. When XXXX calls this evening, he advises that he submitted to higher up management the request to honor XXXX 's waiver AFTER speaking to me on XX/XX/XXXX, advising the decision to waive both months, but the request was denied. So essentially he called me and informed me that management had approved waiving XXXX and XXXX 's payments, there-AFTER submitted the request, only to have it denied for XXXX. He put the cart before the horse is essentially what he was trying to convince me of. Again I told him that what he did was/is against the law, he gave verbal notice of the approval, I accepted that notice and accepted that Navy Federal had resolved the issue. Today over THREE ( 3 ) weeks after, he returns my calls to tell total contradictory information, and has not even offer an apology, did not acknowledge that as of today 's date I still have NOT received a letter ( as per federal law is required ) informing me of the decision that he and I discussed on XX/XX/XXXX. I did not even receive a letter informing me of the information that he was now trying to feed me today. As a matter of fact he did not even CALL me after that conversation on XX/XX/XXXX, to say what he did today. So approximately three weeks after he called to say I was approved to honor XXXX 's waiver and also offer XXXX, he did not call nor send the letter to say otherwise than what we spoke of on that day. Had I NOT called yesterday on my other matter I would not have known the situation, would have my account sitting in delinquency, and I would not have known a word! 
This entire situation has been against the Federal AND State practices of the guidelines for financial institutions including the Federal Deposit Insurance Corporation ( FDIC ), the Federal Reserve, National Credit Union Administration, Federal Financial institutions Examination council, The Federal Trade Commission ( FDC, The Consumer Protection Agency, Bureau of Consumer Protection, Fair Debt Collection Practices, Fair Credit Reporting Act, The Truth in Lending Act, and the Florida Department of Agriculture and Consumer Affairs and has reeked of illegal and unethical practices and handling. How can Navy Federal approve a client for a payment waiver, give verbal and written notice of such approval ( as required by law ), then only by a stroke of luck the client calls on another matter to be told of the events, then again the supervisor who supposedly received approval to honor that first approval and offer another month turn ( and again by law a letter would be sent out, but never has ) again turn around to advise the client the second approval was being rescinded AGAIN, yet he did not CALL nor send a letter to this effect?? When I questioned why I have not received a letter some three weeks later whether for the approval or the denial, his excuse was that the letter is " automatically generated ''. Well a letter could not be generated if he did not properly document the events of the transaction or communications/discussions between us. I advised XXXX that what he and Navy Federal has been doing to me and my account with the institution is unethical, against the law, and unfair, and is spoiling my account with the credit union differently than what has already been going on with the account, causing more negative effects on my record with the bank. I explained to him that I suffer from anxiety and what he was now telling me and doing would cause me to have an anxiety attack and put me in the hospital/jeopardize my health and that it was wrong what he had done and was telling me. I told him he basically had me right back to square one from XXXX when the department messed up my account in the first place! For most of the conversation he kept reiterating that that what he told me was not done and XXXX 's waiver had not been approved after all. I asked him so basically what he was telling me is that he called me on XX/XX/XXXX, told me that the higher ups had approved waiving XXXX and XXXX 's payments, and that I would receive a letter confirming same, THEN he went ahead and submitted the request in which it was then denied despite the news he had given me on the phone ; that he had taken the authority to approve the two months ' waivers AHEAD if submitting the request to his superiors, notified me then went ahead with submission, the submission was denied, THEN he FAILED to notify me -- ever --? Because that is what he was telling me.

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