Consumer complaint received 2019-10-11
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I have a credit card with Navy Federal Credit Union ( NFCU ). I have not received a regular monthly billing credit card statement in over a eight months. I have called NFCU several times about this issue to inform them I am not receiving monthly statements. I have called in the past to have old statements emailed and mailed to me and they are able to do that, but they will not send me periodic statement for my credit card account. 

I called again today XX/XX/XXXX and informed a representative of the same issue of not receiving monthly statements. I verified my address, which in correct in their system. The representative placed me on hold and stated she spoke with four different departments and the conclusion is my monthly statements are suppressed and I have a security alert on my account and that's why I have not been receiving monthly statements. I asked the rep " so how do I know how much to pay every month and whats my balance. '' The rep told me I had to call in every month and get the information, just like I am doing now. I told the representative that was illegal not to send me a monthly billing statement and she told me is not illegal because I have a security alert on my profile. I asked to be transferred to a supervisor. 

I informed the supervisor of what the representative told me about not being able to receive a monthly billing statement and of course the supervisor, whom was trying to cover up for their illegal actions stated that was incorrect and I should be receiving a monthly statement. The supervisor placed me on hold again for several minutes and spoke to different departments. Now that they know, I am aware of the law and I should be receiving a monthly credit card billing statement, their conclusion changed. The supervisor told me the statements were not suppressed and they have been mailing out statements every month. I informed the supervisor that is incorrect, I have not received a monthly statement via mail or electronic means. The supervisor told me to check with the post office because they have been sent XXXX I have absolutely no problem receiving mail from any other person or entity and the post office is not to blame for NFCU illegally actions XXXX. I know for a fact what the supervisor told me was incorrect, because when I called a few months ago another representative told me the statements were not being mailed out. 

The Credit Card Accountability Responsibility and Disclosure ( CARD ) Act of XXXX is very clear. Navy Federal Credit Union is not adhering to the law, under the CARD Act, TITLE ICONSUMER PROTECTION, SEC. 163 ( a ). TIMING OF PAYMENTS, where in which it states : to ensure that each periodic statement including the information required by section 127 ( b ) is mailed or delivered to the consumer not later than 21 days before the payment due date. Navy Federal Credit Union has not mailed or delivered a periodic statement, which is in direct violation of federal law.

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