Consumer complaint received 2017-02-24
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Credit card
Issue: Forbearance / Workout plans

Complaint:
I contacted Navy Federal Credit Union in XX/XX/XXXX with the intentions of getting help with a credit card account that had fraud. Through this process, Navy Federal after XXXX me over said that they would put me on a payment program to assist me with getting my accounts together. So, I spoke to a woman in the in the XXXX department who attempted to set me up with a payment program for this account along with XXXX other accounts. We made the arrangements in XX/XX/XXXX and then I was never contacted again. I again called this same department in XX/XX/XXXX and the account was set up for me to pay : XXXX. {$110.00} dollars on the XX/XX/XXXX for my XXXX XXXX XXXX. {$55.00} dollars a month on the XXXX for my XXXX XXXX XXXX. {$150.00} dollars a month for my Auto loan I began making these payments with the understanding that the dates were set up for me to have the payments directly debited from my XXXX account. I used my XXXX account because when I would have money deposited in to NFCU checking, they would randomly take payments that were before the due dates. Additionally, being assigned to the hardship program, they were supposed to bring my accounts current and also reduce the interest rates to 6 %. This never happened, instead, the constantly charged me late fees for the dates that the payments were drafted for my accounts. There are excessive fees and numerous amounts of fees, duplicate late fees, unknown late fees, charges and other items that makes the principal balance of the credit card never go down. Essentially robbing me. The notes that have been made in coordination with the agreement was never honored, instead it was just another attempt for them to take advantage of hard working XXXX. In XX/XX/XXXX, I was hospitalized and received XXXX on my XXXX and XXXX for XXXX injuries that I sustained while XXXX. In XX/XX/XXXX, I had to have full XXXX from the same XXXX injury. In the attached documents, you will see all of the bank statements showing the payments that were made to these accounts and were drafted. You will immediately see XXXX dollar late fees, then more late fees, then interest charge after interest charge. There is no way that i would ever see any benefit in this program, just paying the bank miscellaneous fees and charges and interest while I remain in debt. To make matters worse, they use this information to report to the credit bureaus making it appear that I have not been making my payments, that I have been late each and every month. This has ruined my credit from a credit union that claims to want to help me. To make matters worse, they report these late reports on my credit on XXXX different lines, using XXXX different account numbers for the same cards which further ruins my credit score. They have also misrepresented themselves when I speak to them, keeping information that could help me. Finally, with the accounts closed, the consistently report me as a derogatory account monthly. So how does this program supposed to help me? It does not. It robs me and then refuses to make the necessary changes to get my accounts and credit back on track. They completely lie to gain your trust and then do the opposite. They claim to call and try to contact me, but as a XXXX who was XXXX, then XXXX, how am I supposed to contact NFCU from a XXXX or in another country. They are big time scam artist using the credit union identity as disguise. I have tried many times to work with them to help me. When they took my XXXX account information to make the debits from, they would make XXXX withdrawal and then would not do it again, then charge me fees. Also, if the accounts were closed, why would they send me new cards in XX/XX/XXXX?

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