Consumer complaint received 2020-07-12
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
On XX/XX/XXXX, I applied for a checking account with Navy Federal Credit Union.

On XXXX XXXX XXXX, my checking account and membership to Navy Federal was approved.

On XXXX XXXX XXXX, I applied for a Navy Federal Go Rewards Visa.  I was approved with a $XXXX  credit limit.

On XX/XX/XXXX Navy Federal allowed me to add the new credit card to my digital wallet.  It provided me with my credit card info.  I also elected to have the Visa card sent to me via expedited shipping with XXXX  for a $XXXX.

On XX/XX/XXXX at XXXX, I received the Visa card via XXXX.

On XX/XX/XXXX at around XXXX, my Navy Federal Visa card was frozen.  I called Navy Federal customer service to see what happened.  They asked me to go into a branch to present my ID to verify I applied for the card.

At around XXXX, I arrived at the Navy Federal Brand at XXXX XXXX XXXX,  XXXX XXXX, CA XXXX  and presented my ID and visa card to  a banker. 0

After spending an hour waiting, the banker at XXXX XXXX XXXX,  XXXX XXXX, CA XXXX  stated my lock was lifted from my account.

At around XXXX, my card was blocked once again.  I called customer service and again, they told me to go into a branch.  I explained I had already gone that day.  They said that the branch did not notate that I went in so I needed to go in again.

On XX/XX/XXXX at around XXXX   I again to the same branch and presented my ID and Visa card.  After about 30 minutes, they asked me to come back on XX/XX/XXXX.

On XX/XX/XXXX at around XXXX I went back to the branch.  They informed me that I needed to call the fraud team at Navy Federal and gave me their number.

I immediately called them in the car.  I was informed that the application for the visa was fraudulent and that XXXX XXXX did not apply for the card.   As a result, my account and Visa card is now blocked and will be closed.

On my credit report, Navy Federal reported the following:

On XX/XX/XXXX NF reported to XXXX  and XXXX  of New Account

On XX/XX/XXXX to XXXX  New Account with balance of $XXXX

On XX/XX/XXXX NF reported to XXXX  that my visa was on time with payment.

On XX/XX/XXXX NF reported to XXXX  of delinquent account of 30 days of $XXXX

On XX/XX/XXXX NF reported to XXXX  of delinquent account of 30 days late with account balance of $XXXX.

On XX/XX/XXXX NF reported to XXXX  that my visa account was 60 days late with balance of $XXXX

On XX/XX/XXXX NF reported to XXXX  that my visa account was 60 days late with balance of $XXXX

On XX/XX/XXXX NF reported to XXXX  that my visa account was 90 days late with balance of $XXXX


I called Navy Federal at aroundXX/XX/XXXX asking them why they reported my credit card account as 30 days late.  They stated that there was a balance of $XXXX  on the account that hasn't been paid.

I asked them what that was for and they stated it was the balance on my Visa card.  I asked them how that could be when they told me that I didn't apply for the Visa card and it's application was fraudulent and that the card and account was closed as ofXX/XX/XXXX.  Since XX/XX/XXXX, I had been unable to log into NF website or app.  I didn't receive any statement in regards to any balance due.  And if visa card was applied for fraudulent by someone other myself why am I being billed for it.

I filed disputes with all 3 credit bureaus. All three bureaus replied that my dispute was denied because NF stated all the information was valid and correct.

They couldn't give me an answer and told me they would mail me a statement.

Here are my issues:

1). If NF stated I didn't apply for the Visa card and closed the account as of XX/XX/XXXX, why am I, XXXX XXXX, still responsible for something NF deemed wasn't applied by me?
2) How am I responsible for paying a statement balance when I did not receive a statement in XXXX, XXXX, or XXXX? 
3) How could I make a payment or see a statement when I was locked out from logging in online. 
4) How can NF report me as 30 days late in May after reporting on time for XXXX?   I did not make a payment in XXXX  yet NF reported to both XXXX  and XXXX  that my account was on time even though I supposedly had a balance of $XXXX.
5) How can NF tell the bureaus that their information is correct and valid when NF reports different amounts owed for the same month to different credit bureaus?
6) The account is either fraud or legitimate.  If it's a legitimate account, why did they close it?  If it's fraud, why am I responsible for a balance on a Visa card I didn't use or applied for?

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