Consumer complaint received 2017-02-02
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
XXXX XXXX XXXX XXXX XXXX, XXXX To Whom It May Concern Navy Federal Credit Union : On Tuesday, XXXX XXXX, XXXX, I purchased a vehicle from XXXX XXXX in XXXX, Maryland. About an hour later the vehicle 's steering wheel and the tires started making a loud noise when I made turns and smoke came from the tail pipe. I called XXXX XXXX and they told me they could fix it. I told them that I did not want the vehicle. I informed the owner that I was returning the truck. 
There was nothing in my paperwork that stated that you could not change your mind. ( XXXX, XXXX remorse, etc. ) On Tuesday, XXXX XXXX, XXXX the same night, I called Navy Federal Credit Union ( NFCU ) and explained to them what happened. Navy Federal told me that I could cancel the loan that night over the phone, but I had to cancel the check in person at the Branch and the check can only be canceled if I came into the Branch before the check was cashed. Navy Federal told me to return the vehicle and keys to the dealer. 
On Wednesday, XXXX XXXX, XXXX, I went to Navy Federal in person at XXXX to cancel the check and loan - in person. The check and loan was canceled. I then received a check ( in lieu of the canceled check ) and a loan to purchase a new vehicle. 
On Wednesday, XXXX XXXX, XXXX, at approximately XXXX I returned the vehicle and keys to XXXX XXXX XXXX XXXX . I informed the owner again that something was wrong and he insisted that they could fix it. I told him that neither I nor the credit union wants to buy a vehicle that needs to be fixed. I gave him the keys and left the truck. 
On Wednesday, XXXX XXXX, XXXX, at approximately XXXX XXXX, I canceled the insurance for the vehicle with progressive insurance. 
On Thursday, XXXX XXXX, XXXX, I received a call from XXXX XXXX - informing me that they cashed the check and it cleared and the truck is mine and they were going to report it as a repo on my credit report. 
On XXXX XXXX, XXXX Navy Federal rejected the check, as they should have because I canceled the check and the loan. 
On XXXX XXXX, XXXX, XXXX XXXX sent the check through again and it was paid by NFCU. 
On XXXX XXXX, XXXX, I visited the NFCU Branch, and I was informed that XXXX from XXXX XXXX called NFCU on XXXX XXXX, XXXX and informed NFCU that I had the vehicle in my possession - that 's why NFCU paid the check. NFCU called XXXX XXXX on XXXX XXXX, XXXX and XXXX XXXX informed NFCU that I had the vehicle in my possession. I have not seen or touched that vehicle since I returned it on XXXX XXXX, XXXX. NFCU informed me to go to the dealer and ask them to give a payoff check to NFCU and to call the police. I spoke with XXXX, just in case XXXX XXXX tried to put tags in my name, and they told me to call the police, also. 


On XXXX XXXX, XXXX, I called the non-emergency police number and a Sheriff met me at XXXX XXXX. The Sheriff told me to wait in the car and the Sheriff told me that XXXX XXXX said the vehicle as parked out back with the keys in it. The Sheriff told me that at this time it was nothing they could do but document the incident and he would be as detailed as possible. About 4 hours after leaving XXXX XXXX ( on XXXX XXXX, XXXX ) I received a XXXX from XXXX XXXX ( dated XXXX XXXX, XXXX ) informing me to pick up the vehicle and that they were going to charge me {$35.00} per day for storage. ( This proves that I do not have the vehicle. XXXX XXXX lied to NFCU ). 
On XXXX XXXX, XXXX, I called Navy Federal and informed them of the visit to XXXX XXXX with the Sheriff. 
To this date, I have spoken with many times throughout this ordeal ( too many times to track and count ) Navy Federal employees on the phone and in person regarding this issue. It 's like speaking to

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief