Consumer complaint received 2022-01-27
Company: NAVY FEDERAL CREDIT UNION
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
To Whom it may concern, My personal bank withdrew a payment from my checking account according to the date the payment was to post to the biller, with sufficient funds to process the payment requested. My bank, NFCU, uses XXXX to process payments, and according to NFCU XXXX did not produce the check timely to the biller, XXXX XXXX XXXX XXXX, the payment was requested to be sent to. 

For example, the payment was withdrawn from my NFCU checking account XX/XX/XXXX, the payment due date to XXXX XXXX  XXXX XXXX was XX/XX/XXXX. XX/XX/XXXX I was notified by XXXX XXXX XXXX XXXX the payment had not been received. I was in contact with NFCU, who could not explain the reason XXXX did not process the check to date. 

NFCU refunded my XX/XX/XXXX withdrawal on XX/XX/XXXX, as well as refunded the late fee XXXX XXXX XXXX XXXX assessed to my account. On XX/XX/XXXX, after receiving the refund from NFCU, I submitted the payment to XXXX XXXX XXXX XXXX for the XX/XX/XXXX late payment as well as the late fee incurred. To avoid any delay in payment, payments were processed to XXXX XXXX XXXX XXXX, on XX/XX/XXXX, using their online portal. 

I received a letter of Good Faith from NFCU, XXXX to submit to XXXX XXXX XXXX XXXX XXXX the biller. After the letter was submitted by myself, and NFCU, to XXXX XXXX XXXX XXXX requesting acceptance of the Good Faith letter to lift the credit reporting delinquency XXXX XXXX XXXX XXXX XXXX would not accept/process the Good Faith letter to where NFCU indicates they were to deliver the payment to XXXX XXXX XXXX XXXX by XX/XX/XXXX. After numerous calls to XXXX XXXX XXXX XXXX, the delinquency remains on my credit report. Please note the Good Faith letter from NFCU CheckFree/Fiserv notes my XXXX XXXX XXXX XXXX account number under my name. 

A request was made to where I asked assistance from NFCU months later, asking they further reach out to XXXX XXXX XXXX XXXX, identifying the error of payment was on their part, with no avail. 

Due to the lack of cooperation from both banks, this reduced my credit score to the point I was unable to co-sign for a student loan for my child 's second year of college in the fall of XXXX, which was not an issue the year prior due to a good credit score. NFCU was advised of this adverse event caused by their delinquency of processing my payment timely, to where no further assistance was provided on behalf of NFCU to clear this matter. 

I am providing bank records, showing adequate funds were available at the time of the request to process the payment from my NFCU checking account according to the date requested to pay XXXX XXXX XXXX XXXX on XX/XX/XXXX. In addition to providing those documents, it's noted in my bank records where NFCU refunded the requested payment from XX/XX/XXXX ( for the XXXX XXXX XXXX XXXX payment ) as well as refunding the late fee XXXX XXXX XXXX XXXX charged to my account. Documents included in the submission will also show a snapshot of my XXXX report showing an excellent payment history ( no delinquency ) with this lender, XXXX XXXX XXXX XXXX, as well as XXXX XXXX XXXX  statements reflecting those payment corrections within a timely manner after the issue was identified for that time frame.

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