Consumer complaint received 2017-10-05
Company: NAVY FEDERAL CREDIT UNION
State: MS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX I went on line and attempted to pay XXXX auto loans with Navy Federal. I used the website as I had done in the past. Twice I attempted and received in red letters internal error. Nothing that would indicate anything was processed. I called and was informed XXXX loan payments were pending even if I could not see they processed ( One improvement would be a text or email confirmation system by NF ). One payment was a duplicate. I would not have known if I had not called. I asked that the duplicate be cancelled. Around the XX/XX/XXXX I received a phone call from Navy Federal saying the XXXX payments were not made. I went on line and attempted to process. The system was gave me an internal error notice. OnXX/XX/XXXX I attempted a few more times and called NF and was informed once again there were XXXX payments processing XXXX for XX/XX/XXXX and XX/XX/XXXX. Again as in XXXX XXXX I cancelled both payments and asked that XXXX more be processed by phone so I did not have the same issue. I was told using the payment by phone was the only option I had since the account was flagged and also the only option where you could have any confirmation. I think maybe a fee was involved. I could be wrong. I asked for written confirmation by email and as of yet I 've not received anything. When I asked XXXX of the XXXX collections department to query the " digital '' department regarding the internal error messages he informed me ( after a long wait ) that the internal error was a flag in the system that would not allow me to make any payments because I was late making XXXX 's payment. Aside from the absurdity of a system where someone owes a payment and they can not make a payment I asked if he had in fact cancelled payments on the XX/XX/XXXXthat were processed via the NF online system. He confirmed that he had cancelled payments. Payments he had been informed were impossible to make in the system due to the flags. He agreed something must not be working correctly. There are issues with the system. It happens. I asked that they investigate. No big deal. The problem is it is a big deal, because NF automatically notifies the credit bureaus or they " think '' they do automatically, but there is actually no one working in any department and they refused to allow me to speak with anyone with any knowledge of the reporting criteria or protocol. They could only answer using a " script '' I waited on hold to speak to a " supervisor '', but XXXX eventually came back on the line and advised he had spoken to the supervisor and he would not speak to me. The answer was after the fact I could dispute. Not good enough. I want some answers. In the past credit bureaus have not accurately reflected my histories or the histories of so many of my soldiers especially during deployments. It is my personal belief that credit bureaus are criminal enterprises used by banks to drive rates higher and generate fees. I wish I could say I had faith in any regulatory body, but that has not been my experience. These banks have too much power and pay off too many. I know there is little change to win this fight, but I want an explanation as to why my family and I should suffer because NF 's systems do n't work. Do the right thing. Give me a accounting of what was reported. Fix your system and by the way make it easier to pay not harder if someone is late. If you did put something negative on my credit file. Fix and make it accurate. We did all we could. If we are going to allow so many businesses to price their products and services using information from the bureaus the least we can do is have some due process. Oh let 's trust XXXX .... I am sure they will do the right thing. XXXX XXXX XXXX. ) XXXX

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