Consumer complaint received 2017-04-17
Company: NAVY FEDERAL CREDIT UNION
State: SC
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
In   XXXX   &amp;   XXXX  , I called Navy Federal Credit Union and asked the representative to make an additional principal payment of {$100.00} on my Home Equity Line of Credit. Unfortunately, neither of these payments was applied correctly. At that time, I also stated that I did not want this to be done automatically every month, and even though I specifically stated no additional principal payments were to be automatically deducted from my account, automatic deductions were set up to be taken out of the account for additional principal payments. Thus over the last 4 months, I have spent countless hours and I have placed numerous phone calls to various  Navy Federal re presentatives in an effort to correct these errors. The payments have finally been reversed &amp; reposted to reflect the correct effective date, and the automatic deduction of additional principal payments has been removed. However even though these  XXXX  issues have been resolved, the additional errors that occurred during this time frame along with the  XXXX  original issues, warrant escalation of this entire matter to senior management of Navy Federal Credit Union so th at ( 1 ) this n ever happens again ; a nd ( 2 ) if this   does happen again, I have a point of contact to help me resolve the matter in a more timely manner.     First, in mid   XXXX   and then in mid  XXXX , while I was trying to get all this resolved, I was put on notice that my account was delinquen t. ( Navy  Federal Credit Union automatically deducts the regular payment from my checking account on the first of the month and there was enough money in the account to cover both payments. So, the account was never delinquent. ) I called in  XXXX  to question why I was put on notice that my account was delinquent, and I was told it was an error in processing and had been corrected. In   XXXX   when I called to question the delinquency notice, I was told when the person went in to correct a payment to principal and back date the payment to the correct date, she had to reverse the payment made on the  XXXX  in order to adjust the interest and principal, and she never reposted this payment. She did n't notify the mortgage department t that this payment was made and that generated a delinquent notice. Now, I am concerned about whether these  2 de linquent notices are going to or have affected my credit rating.     Second, during  one of th e later calls, I was told that Navy Federal Credit Union could only pos t one  transaction per day. Yet, when I went on line to check the loan activity, several days show   up to 8   posting on that particular date. (   XXXX     shows  XXXX  postings.  X/XX/17    shows  XXXX  postings. ) Third, at no time did a case worker from payment services call me to explain what had been done, even though they had been aske d on 2 separat e occasions to call me.     I would like to bring to your attention  that Navy Federal should recognize two of t heir employees who went above and beyond to help me resolve these problems even though this is not an area that they service.  One is   XXXX   XXXX , who was branch  manager  in  XXXX , SC and the other is  XXXX  who is in the mortgage depar tment ( lice nsing #  XXXX   ) who se field is mortgage not HELOC.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation