Consumer complaint received 2016-03-14
Company: NAVY FEDERAL CREDIT UNION
State: AL
Product: Consumer Loan
Sub-product: Installment loan
Issue: Problems when you are unable to pay

Complaint:
Hello, I openened a personal loan w/Navy Federal In XXXX w/ credit life added in case you become XXXX through no fault of your own and ca n't pay, XXXX diligent ly until I was removed from work by my physician XXXX, I continued to have problems mos after accident off work 29 days initially mos later off for 1 1/2 mos, Navy Federal was informed of same fully aware my loan had this extra coverage attached, I filed all paperwork within their time frame and before 60 days past due, thinking it was covered, I was harrased, authorized users on my account were called, I had a family member w/ a considerable amount in their account and was asked to borrow from them I made arrangement to pay remaining balance and when I asked for payment history I was told they did not have it, also requested receipts they refuse, when I informed them according to my records I had paid the amount w/ interest as agreed, but late due to their failure to honor claim, I WS informed of " late fees '', loan was paid in full XXXX, when I informed them any further payments would be made only w/ a payment history and reason for any remaining balance, customer service clerk became irate and informed me I was not getting any receipts or records, I then informed him any further payments will only be paid after I received a history of this account, my family member informed me money was taken from their account, but they removed all remaining monies from their account on XXXX I deposited XXXX in my account 2 days XXXX was removed, no one could tell me where, why, finally I was informed it was placed on a " loan charge off '', I spoke w/ someone in that dept only to be spoken to very rudely when I inquired about the amount and removing money from my savings account I was in informed they would not be sending any records of payment made in full and monies removed from account, I called back 5 min later and spoke w/ another CSR who was awesome when I explained hx of loan also amount was suppose to be covered by credit life policy she stated someone placed in file it was not received on time, but I was informed it was received in time, also informed any remaking amounts were disputed at the time due to refusal of navy federal to provide an account hx and payment record, she then informed me the amount they claimed was " charge off '' was XXXX ( and change ) not XXXX removed from my savings she went on to say she had taken matter to her supervisor for review and would get back w/ me in 3-5 days, I only found out the money was missing due to fact on XXXX/XXXX/XXXX I was there to make XXXX withdrawal from my savings account, this was money to pay my doctors and medical expenses, also funds were from std policy, I have been recently diagnosed as legally XXXX, I requested in XXXX a hx and was refused, the amount stating I owe is very questionable, I do believe the claim was submitted and loan paid, that 's why there are n't any " records '' they can provide, I believe they got paid twice, from me and the credit claim, since XXXX/XXXX/XXXX my accounts have been locked, after I spoke w/rep to confirn my account this is not coincidental, they seems as though they do n't want me to know what is going on with this " charged off '' account,

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