Consumer complaint received 2015-07-12
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Credit card
Issue: Billing statement

Complaint:
On or about XXXX 2014 the credit union of my new address, the customer service agent mis-typed my unit number, and had the incorrect address on file for several months. After I notified them it was the wrong unit, they continued to send all my personal banking information to this unit, including my full credit card numbers, access number, transaction information, and all correspondence against my will to this stranger. 
I did not receive my statement, and called to notify them again & through a " verification system '' of public information, I answered XXXX question out of XXXX wrong, and failed their " verification '' and they would not allow me to change the address to receive my bills. 

At that time, I had online banking with them, and assumed I could log in, and receive my statement that way. However after I logged in, my service was partially suspended due to a " Security freeze '' and could not view statements or do transfers. Realizing this, I began to record my telephone calls to the credit union, and document the unbelievable trouble they are forcing me into to get a bill. Again, during the final call XX/XX/XXXX they would not provide an account number to pay, or even the payment amount. I asked if they were concerned about " Fraud '' they should be asking me about the charges, to see if they are mine or not? They would not comply. I told her I did n't know how else to pay, and she did not seem concerned. 
We then began to " Guess '' what our payments were, and when they were do and send in a check. They would not direct me to any address, or any person of authority to correct the matter, even after repeated requests. 
Subsequently XXXX XXXX, 2014 Navy Federal CU decided to correct our address to the correct unit ( XXXX ) and we were able to receive the statements, review them, and get the payments out on time. 

I called member services, and asked them to release the " block '' so we can use the bill pay and other features. She advised me the only way was to come inside a bank, and meet a banker. I stated due to my handicap, that would n't be possible, I could potentially meet at the drive-through, but again not inside, however my husband can go in. SO I faxed them, a copy of my State ID card, SS Card, Birth Certificate, Utility Bill, and followed up that they received them. 
XX/XX/XXXX, I stopped receiving statements again, and went through the same process with member services as before. I continued to try and make estimated payments on estimated dates. 
This week my son ( Whom is an authorized user on the accounts ) Notified me he was declined for XXXX auto refinances because of unpaid credit card bills. After pulling my credit reports, I discovered Navy Federal Ruined not only my credit, but my sons as well. They are currently reporting 90 days late on the credit card, and on XX/XX/XXXX we immediately called the credit union to rectify the situation. I was told to call back another day when collections was in. The very next day XXXX spoke with XXXX XXXX whom stated he would decrease my interest rate to 6 % and bring both accounts open and active, however I had to pay a {$240.00} payment to get the MasterCard to reopen, although I did n't agree at first, I called back later to accept the offer, however, his shift ended at XXXX, and his supervisor said he could n't help me. I asked to speak to anyone, and was hung up on 3 times during the 7 hours I spent on the telephone with the credit union. No one would accept my payment for the account, even though everyone mentioned ( this will " charge-off '' any day now ) I was furious! I have all calls recorded, and as a person of integrity of course I want to pay my debts, if I have charged them. Navy Federal refuses to let me, and they choose to discriminate against me, and ruin mine, and my son 's credit. The purchase of our new home just fell apart 2 weeks ago because of this. They are ruing my life.

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