Consumer complaint received 2017-06-19
Company: NAVY FEDERAL CREDIT UNION
State: MS
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
On Friday XX/XX/XXXX, I received a call for XXXX with XXXX XXXX XXXX asking to make arrangements to pick up my vehicle. I explained to XXXX that my vehicle has been paid off for several years. XXXX advised me to talk to my counselor at Navy Federal Credit Union and he 'd give me until Monday or Tuesday before he comes to pick up the truck. On Monday morning XX/XX/XXXX I spoke with XXXX XXXX in collections at Navy Federal who affirmed that I owe over {$34000.00} ( according to his records ) on the loan for my truck. XXXX XXXX said the truck was refinanced thru Navy Federal in XX/XX/XXXX and charged off in XX/XX/XXXX. I told XXXX XXXX that he is mistaken and I never refinanced my truck. I asked XXXX XXXX to give me a copy of the loan documents or anything verifying the debt. He told me that he had no audit information and demanded that I make arrangements to bring in the truck. He said he 'd settle the balance if he can get a lump sum for selling the truck. I told him his information is errant and asked to speak to his supervisor. He transferred me to his supervisor and I let a message for her ( XXXX XXXX ) to give me a call. I immediately called Navy Federal back to try to talk to someone else who could explain and verify the debt they are alleging I owe. I spoke with a gentleman ( I did n't get his name ) in the loan service department. The gentlemen looked at the documents available and told me he would send what he had. He sent ( via email ) a copy of the original promissory note that I signed for the truck in XX/XX/XXXX. I asked the gentleman if he could send the promissory note or documents for the " refinance '' loan that XXXX XXXX mentioned. The gentlemen said the did n't see any other documents and I should check with the personal finance department because they would have the documents ( promissory note ). I spoke with XXXX in the personal finance department and she gave me more information. XXXX said the refi loan was a " combo consolidation '' loan which consolidated the truck loan and a credit card balance with Navy Federal accounts. I told her I am 100 % certain I did not agree to or sign for that consolidation. I asked her about the terms of the consolidation loan ( terms, payments, interest, etc. ) and she did n't have that information. I also asked for for copies of the loan documents, specifically the promissory note that ties my truck to this alleged {$38000.00} balance/debt and she said she will check with her forms department and send what she have. She said she found the application for the refinance but not the note. I told her that the application does n't verify the debt, only that I applied. She explained that " if I applied for the debt, a counselor explained the terms. '' I told her I do n't remember applying for the debt but I absolutely know I did n't sign a promissory note for over $ 38,000+ to refinance my truck. XXXX said the forms department would send the documents but the only thing I received so far is the original promissory note dated XX/XX/XXXX and an application dated XX/XX/XXXX. I have yet to receive a copy of a promissory note other than my original note. To recap, XXXX XXXX XXXX is trying to seize my truck based on a note that Navy Federal can not produce because it does not exist. I never agreed to refinance the original loan and I paid off the loan several years ago.

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