Consumer complaint received 2018-08-17
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
: According to the guidelines set forth in the CFPB investigations & actions against NFCU, I am unquestionably one of the members due compensation in redress as one of the victims of unfair/Illegal/Unethical restrictions on Account Access. Instead of being personally contacted per CFPB mandate I had to inquire personally to NFCU, going so far as to voluntarily read & address issues affecting me. On XX/XX/XXXX I spoke with 2 agents a " XXXX '' & her Supervisor " XXXX '' - who literally said they had no knowledge of CFPB actions to compensate the myriad of victims of these tactics for which NFCU was fined upwards of XXXX  XXXX dollars. After hours of conversation & correspondence, Both agents, most importantly the Supervisor XXXX with whom pulled up the CFPB website that I alerted him to, & wholeheartedly agreed that I was indeed eligible for compensation in accordance with the required actions, and guided me to call immediately the following morning, when said department was open. On XX/XX/XXXX, I indeed followed XXXX 's recommendations, to speak with the Collections department, so they initiate correct of the situation so that he may contact the Claims department in order to receive compensation for NFCU 's actions towards me & so that he could then reverse the adverse affects - as he was unable to do so in the wee hours in which he & I spoke, & assured after speaking with both the Credit Card & Collections department so that he could correct the violations perpetrated on my account, thereafter I could contact the Claims department for the compensation and redress as I was due those reversals - particular the unauthorized removal of ALL the funds in my NFCU Account, and the unfreezing of my current, up to date accounts. 

As previously mentioned when I did as suggested at the behest of the NFCU agent, the CFPB & the advice of my attorney, I reached a rude, insolent, unprofessional Collections Supervisor who refused to give me her name or operator ID. She refused to listen to my situation. She refused to acknowledge the CFPB investigations & subsequent recompense. She refused to even acknowledge the directives of the her colleagues who directed me to her after debriefing her of the situation. On the contrary - instead this supposed supervisor refused to acknowledge or comply with the federal CFPB actions set forth against NFCU for improper debt collection activities & general inquiries dealing directly with the federally mandated rulings, requirements, grievances, & actions set forth by the CFPB for these actions & the utter mistreatment of NFCU 's members. On the contrary, this unnamed Supervisor continue to blatantly refuse the comply with the actions taken by the CFPB for improper debt collection practices. Instead said supervisor took 15 seconds to tell me there was absolutely no way she would correction the mistakes - as is her duty - told me there was no way XXXX would be reversing/correcting the violations. Subsequently she told me there was " no way '' and unbelievably, this supposed " professional '' abruptly hung up on me & refused any correspondence with me thereafter. 

It is important to note, I have never missed a payment in the many years since I became a Navy Federal member. I was not contacted by any NFCU member as was the requirements for victims in accordance with CFPB ruling. She refused as well, to acknowledge both agents who put me through to this utterly inept Collections supervisor on XX/XX/XXXX, specifically " XXXX '' at XXXX XXXX, " XXXX '' at XXXX XXXX  & " XXXX '' at XXXX XXXX. Each of these 3 agents were professional, capable, informed, and congenial. The unnamed supervisor was absolutely, mind-bogglingly incapable & unacceptable in her behavior. Were she an employee of mine, she would have been FIRED ON THE SPOT. PERIOD.

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