Consumer complaint received 2015-07-28
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
I refinanced my vehicle loan in XXXX XXXX with Navy Federal Credit Union. I know I 'm supposed to read what I sign, but when I went to sign the approval documents, there was 5 minutes left before the branch closed. The clerk had me sign the paper and I left. It was n't until I fell behind due to a XXXX in XXXX XXXX that I found out how evil this company can be. It took my mother, after a few of my failed attempts, in tears explaining my life story to the collections manager, that they took did an emergency deferment. Then, when I fell behind due to some medical issues in XXXX XXXX - I was XXXX months pregnant this time. I was in a bit of a XXXX due to work, mourning the loss of my previous XXXX still, and the stress of everything. I went on a leave of absence from work, XXXX XXXX could n't cover me because it was n't for 30days. I had NO income during that time and all I was told was that there was nothing they could do and they could take the money out of my savings and checking to cover my car payment ( they call it a statutory lien ). I tried for months to get them to help me, but they kept coming back saying they already gave me a deferment in XXXX. I would have to wait 12 months to get another. They took my mother 's and my friend 's money from the joint accounts I owned with them to cover MY car payment. I immediately called them and told them to transfer the funds back. Within a few months or so, I closed all my accounts with them, leaving the auto loan. 
I went on XXXX XXXX from XXXX XXXX - XXXX XXXX due to the birth of my son and was on 50 % income, I was having a hard time catching up. I needed assistance. They would n't change my due date. I had to do another deferment to catch-up. 
I decided to go back because my mother had her own account and it was easier to do business between accounts if I had my own again. 
In XXXX, I was 8 days past due before they took the XXXX I had in my checking account and put it towards my car payment. I called and had it transferred back, telling them when the payment would be made. Then that Tuesday, it happened again, they transferred XXXX from my checking and put it towards my auto loan. I called and had it transferred back, pointing out I had an arrangement on file. She made an excuse saying it was their automated system doing it. She also told me that I have overdraft protection, and it would help if anything comes in. I told her XXXX no, you just want to charge me {$30.00} per transaction. 
I received XXXX letters later advising they were transferring the funds to protect my credit and their asset, and today, I received a letter ( dated XXXX XXXX, XXXX ) telling me my payment was due on XXXX and it had not been received. Giving my balance which reflects nowhere on their system ( XXXX ) and threatening that they can report information to the credit bureaus and reminding me that they have a lien against my checking and savings account. Per the date on this letter, I was 9 days past due. In addition, I find it funny that they removed the funds transfer transactions from both my checking and auto loan account, both of them. I was able to capture the XXXX transaction as a screenshot and I downloaded the transactions from both my checking and auto loan to show this. I am highly dissatisfied with a company I 've done business with for well over 10 years. They are starting to act just like a bank. I find this threatening and possibly illegal.

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