Consumer complaint received 2019-06-24
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
Misleading and lack of information between consumer and lender. 
1.After receiving repeated calls from to Navy Federal collections in XX/XX/2019, lender decided he was being submerged with debt, fees owed to garage service in conjunction with making monthly payments to the bank. 

2. Lender decided to call Navy Federal to start a voluntary repossesion, which was done on XX/XX/2019. Proceedings were put in place on XX/XX/XXXX. However nothing was put in place by Navy Federal and the lender as a legal agreement pertaining to such. No letters to sign or certified mail. 

3. Meanwhile lender still receiving phone calls from collections that the loan was in good standing. And he still kept insisting that they come to pick the vehicle up from the garage because he was turning the vehicle in. 

4. After calling the bank about three weeks later because it was still at the garge, Navy Federal decided they did not want the vehicle because it was an older vehicle and they would have to pay the garage storage fees and repair fees to take possesion of the vehicle. XX/XX/XXXX Navy Federal gave the vehicle to a recovery service, which forced the garage owner to take out a title lend against the vehicle. 

5. Most embrassing after lender explained in XXXX the vehicle was at the garage because the shop owner was holding the keys with the intention that Navy Federal would secure the debt owed to him for repairs and storage fees. They had no intention from XX/XX/XXXX to take the car. 

6. Aprox. XXXX XXXX the recovery service went to every family home in the neighborhood looking for the vehicle at a physical home address as if the lender was hiding the car or a liar about where it was stored and that was poor communication on Navy Federal 's part and an embrassment to the lender when it had been at the garage locked in storage since the day of repair. 

7. Last complaint against Navy Federal, is that better measure could have taken place on their part. Having legal documentation saying they would or would not take possession of the vehicle. Not to give the lender false expections that they would accept the car in XXXX. Making a financial decision they did not want the vehicle and also not contacting the shop owner to say they would not be surrendering the car and they would pay his fees. The lender did not have proper communication with the bank and the shop to allow him to make other arrangements before he was totally without the car and the astronomical outstanding bills and still a car loan to pay back. 

Fees as follows {$790.00} Repairs, {$3400.00} Storage Fees, {$600.00} Recovery. 

How can a reputable business such as Navy Federal leave someone blinded to the fact that they don't care about you as a consumer. You lose your car and we don't want it, also it is our intention for you to pay us back. Your lost not our 's. Bad business practice on their part. 

The lender could have made arrangements with family to pay for the repairs at least the vehicle would have not sat at the garage accumulating the fees. 

What a disgrace the car was turned over to the XXXX XXXX XXXX XX/XX/XXXX, located in XXXX MD because of a mechanics lien and auctioned off on XX/XX/XXXX at the garage.

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