Consumer complaint received 2022-02-23
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Confusing or missing disclosures

Complaint:
I have consistently been denied benefits and services provided to other members at Navy Federal Credit Union ( NFCU ) .NFCU breached a contractual agreement of assisting with hardships on my credit card account in XXXX while XXXX to XXXX. I paid credit card and auto loan interest above the mandated 6 % for servicemembers. I paid the hardship coverage interest on my account as mandated. I say mandated because I did not have an option in XXXX or XXXX when they added that service to my credit card. In the last conversation I had with a representative/supervisor on or about XX/XX/XXXX, I informed them of issues of being denied services, not having access to programs, and the illegal withdrawal of the {$5.00} to open my account. For transparency, I have recorded all of my interactions with NFCU supervisors and staff. The lack of support and proof of denied services are all recorded. I informed NFCU, I have NEVER signed nor received any information informing me that my membership access or services would be restricted. The actual breach of a contractual agreement by NFCU is being ignored. NFCU denies my allegations of having hardship insurance on my credit card account without any proof. When I was XXXX to XXXX my ability to contact the bank was limited. Due to being in a warzone, there was never a guaranteed moment to call back to the United States. While XXXX, my ex-wife abandoned me and served me with divorce paperwork. I contacted NFCU and informed them of the hardship. A representative from NFCU told me to contact another company. I can not recall the company 's name at this time. When I called, I was told that assistance is not provided by that business and to get assistance through NFCU. I was sent in circles for the entire XXXX. The credit card account reached over {$10000.00} in interest because I could not get assistance from NFCU. NFCU denied me access to my account and constantly harassed me about a credit card account. NFCU wants me to generate proof. NFCU is an institution that is/has violated Federal Trade Commission guidelines and does not have a single document with my signature denying coverage or an audio recording of me denying coverage of hardship protection for my credit card account. I was never given the option to deny hardship protection. I also told them of never being informed of my benefits under SCRA through their institution. Now I am being denied the refunds on the interest on my credit cards and my loans that were rendered to others. It is possible my services are being denied because NFCU was fined by Consumer Financial Protection Bureau for denying others access to their account as well as other unethical acts on XX/XX/XXXX. The denial of Servicemember Civil Relief Act ( SCRA ) benefits is because I am 180 days out of the military. That does not refute the fact that I was on XXXX XXXX XXXXn a XXXX XXXX and this business knowingly was charging an XXXX XXXX service member roughly 28 % interest for a credit card and 7.9 % interest for an auto loan. My first XXXX to XXXX was from XX/XX/XXXX to XX/XX/XXXX. The second XXXX in XXXX was from XX/XX/XXXX to XX/XX/XXXX. NFCU did not send out pamphlets nor allowed me to have access to my account or any other services. NFCU also illegally took the initial {$5.00} to start my account to pay a Charge Off without my authorization. The fact they took the money is proven by the comment Italicized under XXXX Ending Balance. " Your share is below the minimum required by federal credit union laws. Request you increase your balance to {$5.00}. '' I'm more than certain that is illegal and is theft. I have never signed a contract to whoever NFCU paid the {$5.00}. I have a phone recording where a supervisor or a NFCU representative clearly states they took the money to pay a charge off. There is no way a lawsuit that finalized on XX/XX/XXXX against NFCU did not have a basis from the history of how NFCU treated their members from XXXX to XXXX. I recently was told I could not access my credit score on my NFCU dashboard because I don't have a credit card account. I talked to a supervisor and informed them how that appeared to be violating my civil rights and finally I received access to my credit score. Initially the supervisor gave me the excuse that I needed a credit service account. Mysteriously over the weekend it was fixed and I can access my credit score finally. They have been doing those wrong practices for a long time and no one ever challenged them. Just like when they stole the {$5.00} used to create my account. I have attached the SCRA memo and the statement showing that my account balance is {$0.00} but a note saying I need to deposit {$5.00}.

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