Consumer complaint received 2017-08-02
Company: NAVY FEDERAL CREDIT UNION
State: NJ
Product: Debt collection
Sub-product: Other debt
Issue: Threatened to contact someone or share information improperly
Sub-issue: Talked to a third-party about your debt

Complaint:
I have unsecured Personal loans with Navy Federal Credit Union, totaling around {$60000.00} I fell behind on a couple of payments as my father was battling XXXX and had to provide the family with financial assistance. During the months of XX/XX/XXXX XX/XX/XXXX navy federal hounded my personal cell phone with phone call after phone call, threatening to take legal action, have me arrested etc etc. Mid XX/XX/XXXX I called into navy federal to bring my accounts current. For one of the loans I asked for a forebearance as the payment was too high, the representative told me the forebearancw was subject to approval, and that tHey 9/10 are approved. The representative I spoke to told me all my accounts were current and the forbearance was granted. About a week later navy federal started hounding my parents home phone number ( XXXX ) XXXX XXXX. This number is not listed by me on my profile for navy federal, so I have no idea how and why they were calling this number. On XX/XX/XXXX, a representative from navy federal calls my parents home phone number again. Sick and tired of these calls, my father tells the navy federal representative that he is me. She goes on to tell my father every little piece of financial information of mine. The amount of the loan, the type of loan, my monthly payments, how many days late the payment was. She gives him all this information without asking him any security questions to verify that it is actually me that 's speaking. On XX/XX/XXXX, I called navy federal, to bring my account current, and due to their employee error my aforementioned forebearance was not correctly process so my account was never brought current. I wrote navy federal an email regarding the issue of my financial information being exposed to someone who is n't me. No one from navy federal reached out to me regarding this matter at all. So after 2 months I reach out to them again, and they stated the phone call was never recorded, which is n't true, because when I initially filed the complaint a navy federal representative did confirm the number was called and they listened in to the phone call and they will reach back out to me. They say their protocol for outbound calls is that if someone states they are the person who navy federal is looking for they can share financial information. I get it, that 's a policy. But to a certain extent It should be navy federals due diligence to know if the person on the phone is really who they need to speak to. Their representative gave explicit details about my account like what type of account it is, how much the monthly payments are, if that was really me on the phone do n't you think I would know all this stuff already? Like where 's the feduciary duty that 's owed to me? I reAched back out to Navy Federal on XX/XX/XXXX, And spoke to a representative in regards to the Mis handling of my private financial information. At first the representative claimed the phone call was n't recorded, and after I told her it was recorded because I spoke to someone else in regards to this matter before. She then went on said the phone call was disconnected and no information was given out, which is false, bc the person who my info was given to knew the type of loan it was, my monthly payments, along with the amount of the loan. But my issue is the level of integrity on navy federal end, to say the phone call was not recorded. Like how does the representative I just spoke to know that the phone call was disconnected and no information was given if the phone call was n't recorded? It makes no sense to me. My father is a XXXX patient that did not need any stress, and navy federal caused his condition to worsen and caused a huge rift in my family. I did not want them to know of any of my finances yet my entire financial freedom was ripped from me in one phone call. If any farther detail is needed please feel free to reach out me. My number is XXXX XXXX XXXX, my email XXXX

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