Consumer complaint received 2018-02-22
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have been a customer of Navy Federal Credit Union, NFCU, since XXXX. My household have used array of their products and we were happy with our experience until XX/XX/XXXX. That day I discovered ( after logging into the credit card account ) that our account was past due by two payments. I have kept my account on automatic payment since opening the card a few years ago. 
I contacted NFCU and was transferred to the collections department. The representative with collections stated if I paid the two late payments ( making the account current ) he could backdate the payments to make the payments register as on-time payments allowing the card to stay open, keeping the current interest rate and points, cancelling the late fees, and all features of the card to remain in effect as per the original card agreement. I setup the payment which cleared from my checking account. I was very thankful NFCU could make this arrangement to backdate my payment allowing the card and service to remain open and active. 
Unfortunately, after to speaking to a representative later in XX/XX/XXXX I was told the account was closed and could not be reopened. I explained the situation to several representatives and ( after several calls ) Credit Card Solutions Supervisor was finally assigned to review my case. I was instructed to write a letter to NFCU to request the account to be re-opened. On XX/XX/XXXX, I mailed a letter to NFCU to re-open the account. During a call to them in or around XX/XX/XXXX they confirmed they received the letter and are reviewing the case. 
XXXX was the NFCU CC Resolutions Supervisor reviewing my case and I requested she listen to the call with Collections, because she stated I had requested an extension. I didn't know what that was and had to have her explain an extension to me. I indicated I never asked for or received an extension. Anyway, XXXX stated collections can only listen to the call and she would have a Collections supervisor listen to the call and that person would contact me. On XX/XX/XXXX I called and left a message with XXXX indicating she could contact me the following day. I still have not received a call back from XXXX. On XX/XX/XXXX I spoke to XXXX, Collections Supervisor, who stated the collections representative did not make it clear I was receiving an extension, which is downplaying the conversation. I made it clear that extension or conversation around extension did not happen and further explained 3 times or more what the representative told me about making the double payments and keeping the card open, etc. At no point did XXXX dispute what I was telling him. He only stated it had been a while since he listened to the call. He stated he doesn't make the decision to re-open the account and that he would speak to XXXX who is handling the case. 
Since two months have passed without any written reply from NFCU about my letter to re-open my account I contacted them on XX/XX/XXXX. I was on the phone for two hours with 5 different representatives in 3 different departments until lastly speaking to another collections supervisor ( after trying to speak to XXXX who was " away from her desk '' and XXXX who was " away from his desk ''. The collections supervisor was of no help and transferred me to XXXX 's Supervisors ' voicemail, XXXX. I left XXXX a detailed message. The real kicker of that call is that the representative stated that my file investigation to re-open the account closed on XX/XX/XXXX ... again, no I received no phone call XXXX or missed calls/ voicemails ), email, or letter. Another kicker, I am paying {$200.00} in interest every month out of a total $ XXXX  payment that I pay on time. 
Last night, while filing taxes, I stumbled upon a NFCU letter dated XX/XX/XXXX : RE : Credit Card Extension Agreement Dear XXXX : Pursuant to your request for an extension on the above-referenced loan account, as of XXXX/XXXX/XXXX, your monthly credit card payment due date has been extended. This letter confirms our prior telephone conversation, in which you agreed to an extension on your credit card account. 

As part of the extension agreement, your account is current, and your payment due date has been extended. This extension agreement will give you additional time to repay your credit card account. As of the date of this letter, the next payment due date for your account is XX/XX/XXXX and the outstanding loan balance on the account is $ XXXX. You monthly minimum payment amount is 2 %, or $ XXXX, whichever is greater. 

Additionally, you understand that finance charges will continue to accrue on the outstanding loan balance during the extension period. All other terms and conditions of the original Credit Card XXXXement and Disclosure are unchanged and remain in full force and effect.

Sincerely, Collections Department Navy Federal Credit Union This letter supports what I have told every representative at NFCU. Everytime they all say the account can not be re-opened. I am waiting to hear from XXXX and I am mailing and faxing this letter to NFCU.

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