Consumer complaint received 2020-04-16
Company: NAVY FEDERAL CREDIT UNION
State: GU
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
Due to the pandemic, cover, i request assistance from NFCU. And i was advise that in order for a 3 month deferment which i requested and provided my reason as they requested must first be one day past due on all my accounts. When my accounts ( 2crefit cards and one signature loan ) become one day late. When one of my credit card was one day late I then requested for the 3 month deferment. NFCU appears to be giving me much hardship with my request. Please e message thread below from NFCU. I had to reopen my request again with them and had to start all over. I got an email sent to me telling me that I am now delinquent. I have been requesting this deferment for awhile and to this date they do not. 

It appears they are giving me more hardship for just applying for a 3 month deferment. Why do I need to wait when all my accounts become delinquent? Why can all my account be deferred one time. I been having hardship due to this pandemic as I am now the sole income in my household and I have had to be on a budget just to make ends meet. 

Please assist me. If it was for this pandemic cover, I would not be asking for this deferment. I have always made my payments on time. 

e message below. 





Navy Federal Response XX/XX/XXXX : We can confirm that would be correct. However, your credit cards are revolving debt and will not reflect a past due status until after your statement cycles and your next due amount generates. For your Visa XXXX XXXX XXXX that would be after XX/XX/XXXX and for your XXXX MasterCard after XX/XX/XXXX. If you have further questions, please let us know. 


Your Message XX/XX/XXXX : Just a follow up on my request and your response regarding your recent statement regarding deferment ; You mentioned that inorder to avail of a 3 month deferment, I must first be one day past due my due date. Does that mean that for each of my accounts, I must first wait one day after my due date and then request for deferment each time. That means I must submit 3 individual request at different days of the month, one for my credit card due XX/XX/XXXX, then another due on XX/XX/XXXX and the last one due on XX/XX/XXXX. 

Please advise. Thank you. 

XXXX XXXX Your Message XX/XX/XXXX : Please advise whether I can avail of this below. Thank you. 

Navy Federal Response XX/XX/XXXX : We can confirm your accounts would have to be in a delinquent status to be able to change your loan due date from XX/XX/XXXX to XX/XX/XXXX and your Visa XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX and your XXXX MasterCard from XX/XX/XXXX to XX/XX/XXXX. As the accounts would only need to reflect as one day past due there would be no negative impact on your accounts. We again are offering two month payment extensions to all our impacted membership. Therefore, please provide us more information on which law you are referencing that states a 90 day 3 month extension is being provided by all Credit Unions. We look forward to hearing from you as soon as possible. 

Your Message XX/XX/XXXX : Please advise whether I can avail of this below. Thank you. 

Navy Federal Response XX/XX/XXXX : We can confirm your accounts would have to be in a delinquent status to be able to change your loan due date from XX/XX/XXXX to XX/XX/XXXX and your Visa XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX and your XXXX MasterCard from XX/XX/XXXX to XX/XX/XXXX. As the accounts would only need to reflect as one day past due there would be no negative impact on your accounts. We again are offering two month payment extensions to all our impacted membership. Therefore, please provide us more information on which law you are referencing that states a 90 day 3 month extension is being provided by all Credit Unions. We look forward to hearing from you as soon as possible

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