Consumer complaint received 2015-05-11
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I am a member of the Navy Federal Credit Union and I am a very unhappy customer. I opened up an account in 2013 and received checks to transfer my credit card balances over to my Navy Federal Credit card. I then received an email stating that I could transfer my credit card balances to this credit card at a 0 % interest rate. I thought this would be a great idea so I called and asked how to use the checks the representative stated she could take my credit cards and balances over the phone. I specifically ask her if the 0 % interest balance transfer offer was still in effect. This representative told me yes so I proceeded to continue giving her my XXXX credit card balances. I did not check my Navy Federal account until several months later and noticed that the credit cards I transferred over were receiving a 12.99 % interest and not the 0 % interest rate. 
I immediately contact Navy Federal maybe 6 to 7 months later to hear several excuses why my credit cards were not in the 0 % interest program. Since then I have contacted the Navy Federal credit card department on numerous occasions trying to reach some time of resolution to this matter. I have received XXXX different reasons why I did not receive the 0 % interest rate. 
The first excuse was that the promotion was not going on when I transferred my credit cards, the second one was I missed the promotion by a month. The third reason I received was that promotion was for customers that did not have a credit card with Navy Federal so I talked with a supervisor by the name of XXXX and she stated she would look into this matter and maybe XXXX could be taken off of my account which will show interest paid for one year. I never heard back from her so I have been hostile every since. What type of manager would tell a consumer in distress something like this and never follow up with them. I then contacted the message email and the fourth reason/excuse I received was that this promotion never existed. The last reason on XX/XX/XXXX was that there was no information to and it feels like I have been going around in a whirlpool. I do not see why I am being penalized for the huge mistake the representative made that took my credit cards and transferred them to this account. How could someone working for Navy Federal credit union be untrained or informed enough to tell me that I was not eligible for the transfer of my credit cards at 0 % interest or was this a trap hoping that I would not investigate more which I did not. I assumed I was out of the clear and I only had XXXX credit card to worry about. Instead I have put into a trap with XXXX different interest rates XXXX for purchases, XXXX for transfers of cards and then another for cash advances. I was truly informed by the representative that transferred my credit cards over, that the 0 % interest promotion was still going on. I am sure you can check your phone records from two years ago to determine this conversation took place. Instead of offering a resolution to this matter, I have received numerous excuses why I did not receive this 0 % interest and I am sorry you should have check a long time ago, really that 's really not comforting or professional. It seems like this credit union does not care for their customers. Once they trap the consumer they just keep them attached to XXXX account until they drain them dry. I have never experienced this type of attitude and horrible customer service treatment from any credit company ever before, so I am truly appalled and regret joining the Navy Federal credit union. My main concern is to try to pay this card off for the charges I put on their but not for the mistake made by the credit union. 
I have been talking with a bunch of rude people and its just unfair, Any resolution to relieve me of feeling like a spider in a web just trapped for life would be greatly appreciated.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation