Consumer complaint received 2015-08-05
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I obtained a Visa credit card from Navy Federal Credit Union XX/XX/XXXX over the phone and I was offered the credit protection plan that protects me from involuntary loss of employment, death and XXXX. I was employed the entire time on this program as a full time employer until XXXX XXXX, XXXX. I opened my initial claim in XXXX of XXXX and took a temporary assignment in XXXX XXXX and worked the assignment until XXXX XXXX, XXXX. I called Navy Federal to report another claim that I was not working on XXXX XXXX, XXXX and was told two weeks later that I did not qualify for the benefits due to my temporary work status and they did not cover temporary employment. I then explained that I lost my permanent job back in XXXX of XXXX, and that a claim had been submitted to use the benefits. I was told that they would open the initial claim I submitted in XX/XX/XXXX. I next received a call stating that I again was not qualified due to I needed to be unemployed for 30 days. I was told I should not have taken the temporary assignment in order to be qualified. I advised them at no time was I ever told that accepting temporary employment would disqualify me from using the benefits of the service. I was informed that It was in my disclosure and I explained to them that I was offered the service over the phone and never received any disclosure or had any program limits explained to me over the phone. I never was asked my status of employment when I was offered the service and was told that the benefit of the service was for coverage if I ever loss my full time job, death, or XXXX. At no time was I told accepting a temporary assignment that it would disqualify me to receive the benefit of the program. At that point I requested a copy of any written disclosure that may have been sent in XX/XX/XXXX as I never received one. I have not been given any disclosures regarding the program after multiple request. The company has not to date presented any documentation dating back to the time that I accepted the program for me to review or showing written acknowledgement of my consent. Additionally, I took a loan in XXXX XXXX and was offered the same program again by phone and was not asked my employment status. So it seems to me that this is a predatory practice by the credit union to have folks join by phone without offering any disclosures about program limitations. The bait and switch practice is to have unsuspecting customers pay for the program and when unfortunate circumstances arise and the program is needed it is only then that the company comes up with " disclosure '' reasons not to provide the coverage or provide the benefits paid for. In my case, I have paid for benefits since XX/XX/XXXX until XXXX and never have received the benefit of the service when needed in XX/XX/XXXX/XX/XX/XXXX. I have never paid my Visa bill late, have a stellar credit rating and now as results of Navy Federal 's unfair predatory practice I am facing a late payment history, potential negative impact on my credit and possible interest rate increases. Since XX/XX/XXXX, I have in good faith maintained this program to avoid having this type of situation occur. Navy Federal needs to be accountable and honor the goal of the program as it was sold to me instead of compounding an already difficult situation. The company 's attempt to refund fees for the service is insulting and a shameful attempt to exploit the desperation of my situation and a cheap alternative to not honor its obligation. It does nothing to resolve the situation for which I had already paid to ensure that if the circumstances ever arose, my exposure would be minimized.

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