Consumer complaint received 2015-05-05
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I have a vehicle loan through Navy Federal Credit Union. My vehicle has had some mechanical issues that would cost thousands of dollars to repair. I reached out to Navy Federal to see if they would be able to defer a couple months payments due to these issues. I was only going to be given 1 month, not enough time to pay for the repairs. I reached out to them to see if they would be able to loan the money out for the repair and add to the balance of my loan and was denied. I attempted to trade the vehicle, with no luck due to negative equity. I made the hard decision to turn in my vehicle as a voluntary repossession. I talked to a representative in the voluntary repossession department who was extremely rude and demeaning. The agent suggested that I try to sell the vehicle to get rid of it as they wanted their money and that they did not want a truck that was not working, it had no value to them. The agent suggested that I try to sell it to a dealership or private party. Per North Carolina law, I can not sell a vehicle to a private party if I do not have the title to. I let the agent know that I have tried to trade the vehicle and no one will take it. I let the agent know that I know what I am getting myself into as far as a voluntary repo. I advised the agent that I have reached out to them before for help to avoid this, but got know where. The agent stated that the reason was probably due to bad credit and that if they pulled my credit report that they would see that I am passed due on other things. I told the agent that I did n't give them consent to run my credit right now and that I do have some credit issues due to a divorce, however that was none of their concern. The agent then pulled up my credit card account which is through them as well and was current, the next payment would be due in a week. The agent asked me what I intended about the credit card. I advised them that payment was not due for another couple days and that has nothing to do with what we were talking about now. The agent started to raise their voice and tell me that I need to try to sell it before doing a repo. I told the agent again that I do n't want the vehicle, that I am wanting to turn it in. The agent kept repeating that I do n't know what I am getting myself into, that they will continue to pursue me legally. I told the agent that I know what I am doing as far as the voluntary repossession and that I intend to pay the deficiency balance. I advised that my fianc works in this field and we have talked at length in regards to this. The agent then asked they will let you do this? I advised that this was my decision and wanted to turn it in. The agent continued to raise their voice and said well if you have made your decision and can not be talked out of it, you will be receiving some mail from Navy Federal and to have a wonderful blessed day. The agent did not confirm the address that the vehicle was at since the mailing address is different. I got off the phone feeling completely worthless. This decision was already tough and to have the tables completely turned around to make me look like a bad person is terrible. I am making this decision because there is no other choice.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation