Consumer complaint received 2019-02-14
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
XX/XX/XXXX I effectively became homeless. I am a XXXX XXXX XXXX  XXXX Vet with a wife and daughter. Shortly after becoming homeless, my family and I rented a hotel room at the XXXX XXXX on XXXX XXXX XXXX, XXXX XXXX XXXX. During the first week of XXXX, or within the first 10 days of XXXX, My wife called me to inform me that the car had broken down while my daughter and her were at the laundry station ( " XXXX XXXX XXXX '' XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX ) Shortly after informing me of this, I called my insurance ( XXXX ) and had the vehicle towed to a tow truck recommended shop ; and then over to XXXX XXXX XXXX. After an unobtrusive diagnostic while the vehicle was at the tow truck recommended shop, no work was done. The vehicle stayed at XXXX XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX while I frantically negotiated with Navy Federal for the different options related to selling my vehicle, as my transmission had been ruined, and I couldn't afford a new one. 

Navy Federal Credit Union had me fill out two separate personal financial management applications, and has forwarded my case between at least 4 different associates. I literally pleaded with them in the email on separate occasions, asking for them to allow me to sell the vehicle and then convert the remaining balance into a consumer loan, but not only did they not allow me to do this ; they wouldn't allow me any means or resources to sell the vehicle without making a payment on the vehicle, despite my homelessness, and actively paying for a hotel by the day. 

My negotiations with the bank continued back and forth throughout the course of the past several months, until I received a notice from the XXXX XXXX Police Department ( Wed, XX/XX/XXXX, Presumably by parking citation attached to it ) notifying me that I had to move my inoperable vehicle, or face citation and towing. As I mentioned earlier, I am homeless, and XXXXXXXX XXXX XXXX XXXX    XXXX, and the bank knew that, until just this past XX/XX/XXXX, I have been unemployed. During the month of XXXX   however, I did have a temporary position with XXXX ( XXXX XXXX XXXX, XXXX XXXX CA XXXX ) That only lasted three weeks, at the rate of XXXX/hr for 15 hours a week. XX/XX/XXXX I received an over payment from the Ch. XXXX Post XX/XX/XXXX GI Bill, and this may have caused the bank to assume that I would have the necessary funds to cover the debt despite any negotiations. Evidenced by my immediate submission of a debt waiver request to the VA on the XX/XX/XXXX ; I was quickly reduced from my original XXXX payments of XXXX, to XXXX. 

Despite my candid description of my situation, and my lack of financial stability, Navy Federal Credit Union continued to mislead me of their actual methods for their debt collection practices, and deliberately froze my wife 's debit card because they didn't believe that we were actually homeless. By deleting my messages directly related to these issues, they are deliberately and maliciously withholding information by omission, that would help prove that I have tried my best to maintain appropriate communication and accountability of my debt. When the bank was under the impression that my vehicle was operating, they maciliously threatened expedited repossession for lack of payment. After I assured them that the vehicle was inoperable however, I was specifically told during a recorded phone call ( Mid-Late XX/XX/XXXX ) that repossessing wasn't the most " cost effective '' option for them. By purposefully leaving the vehicle on the side of the street ( XXXX XX/XX/XXXXXXXX, XXXX XXXX CA XXXX ) and still refusing to repossess the vehicle that is currently over 120 days past due, they are maliciously and willingly causing me to be in violation of the law, because they won't simply follow the threats that they have been making towards me since my first past due payment.

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