Consumer complaint received 2016-07-29
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Credit card
Issue: Payoff process

Complaint:
My husband was a XXXX XXXX who was killed in the line of duty XXXX XXXX, XXXX. This caused my credit card to go into a negative account. I had to wait until XXXX XXXX for the investigation to be completed. XXXX XXXX, I received a letter from Navy Federal Credit Union about my credit card. I was going through multiple XXXX and contacted them in XXXX XXXX regarding this account. I spoke to my counselor assigned to the charge off and she gave me 3 options, similar to the 3 options in the letter, I could pay a lump sum of the balance of {$5300.00} and have it marked paid in full on my credit report, I could pay {$2600.00} and have it marked as paid in full for a lessor amount, or I could pay {$66.00} for 40 months and have my credit report marked as paid in full for a lessor amount upon completion of the final payment. I choose the option that worked best for me, 40 payments of {$66.00}, and set up automatic payments from my bank account every month. I pulled my credit report several months later and noticed that the balance had not changed even though I was making monthly payments. I disputed the information and they changed the balance. Last month I started working with XXXX XXXX to obtain a mortgage to buy a home. They informed me that Navy Federal Credit Union has been reporting this account as 90+ days late every month. On one report it 's 90+ days past due 44 times and another is 26 times. Any late mark before my XXXX payment on XXXX XXXX, XXXX, is accurate and valid. As of XXXX XXXX, XXXX, my account is paid as agreed per their payment options to me and my payments should not be reporting late because they are paid every month on time by automatic withdraw. The account is a charge off, I am not looking for that to change. This account is not paid late, it is paid on time and the late payments need to be removed immediately. I spoke to my counselor at Navy Federal and faxed her my credit report showing the late reporting, she told me that the credit department said it 's reporting correctly, so I asked to speak to her supervisor. She called me and I emailed her a copy of the letter they sent me in XXXX XXXX. She called me back and stated that my payments are a different amount in the letter so she said I was n't paying as agreed, which contradicted our first conversation, which she stated that they reported my account as paid as agreed for a lesser amount agreed upon, explaining that because I was not paying the full balance of the credit card. I was offered the payment arrangement by the counselor, who stated this would bring my account to good standing, the same thing stated in the original letter, and I have honored my end of the agreement with them. My payments are not late and should not be reported late. They are providing false information by saying my payments are late. 
Payments made on the following dates XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX XXXX/XXXX/XXXX and the remaining balance of the agreement will be paid in full in the next 30 days. I have 12 payments left but will be paying it off early.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief