Consumer complaint received 2019-12-28
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
Upon checking my credit report in early XXXX, I realized XXXX was not reporting my NFCU credit card. They are reporting my NFCU auto loan. I contacted NFCU and was told they are reporting to all 3 bureaus and to wait a month for my card to cycle and check again. 

On XX/XX/XXXX I checked my XXXX credit report and the credit card was still not reflecting. It does show on the reports from XXXX and XXXX. I contacted NFCU again to let them know it was not reporting and was again told how they report to all 3 major credit bureaus and I would have to contact XXXX. I advised them that I had been back and forth between the two of them already, and sensing my mounting frustration, they offered to forward my concern to the research team and I could expect a response within 24 hours. 

That same day I contacted XXXX and had a difficult time getting verified with the agent on the line. There was a clear language barrier and a breakdown in communication resulted in me NOT passing verification, even after I was finally transferred to an agent over the phone I was able to clearly understand. The new agent was unable to verify me and I was unable to get any resolution at that time. 

On XX/XX/XXXX I called NFCU back for the results and was advised that the research team contacted XXXX and was told that I filed a dispute which resulted in the suppression of my NFCU credit card account. NFCU offered no further solution, as they claimed it was now XXXX XXXX issue, and encouraged me to contact them. I did have a dispute opened in XXXX which included some of my closed accounts and old addresses. I did not dispute any open, valid accounts. Additionally, I have to reiterate that the NFCU account shows on the reports from the other two bureaus. 

I immediately contacted XXXX and was able to get to an agent I could understand where I was easily verified. I explained the situation and that agent informed me that they could not see the account in question, and therefore could not make any adjustments to the file. They encouraged me to have NFCU contact their business line ( again ) and see if they could resend a new file with the account info to them. 

I then called NFCU back and explained what I was told by XXXX. NFCU assured me they had nothing to do with why my account wasnt being reflected and why it's in a suppression status. I asked the representative to have my account manager contact  me back so that the both of us could reach out to XXXX because the information they are being told differs from what is being relayed to me. I was told to expect a call back during business hours. I have no yet received a call. 

I am in the process of purchasing a home and would like this matter resolved as quickly as possible. I feel like XXXX does not want to take accountability for this issue and seem to be dragging their feet on helping me with a solution. 

I attempted to contact them today at XXXX but was told that again their computer systems are down and to call back in another hour. 

I was able to locate a copy of my closed dispute on XXXX and it mentions nothing about my NFCU account.

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