Consumer complaint received 2017-08-23
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Can't contact lender or servicer

Complaint:
I had an auto loan with Navy Federal Credit Union. Towards the end of the loan term, they stopped sending statements and denied/blocked online access to current account information so I just paid my loan installments up until my records showed it was paid in full. Five months later in about XX/XX/XXXX, Navy Federal repossessed my car. I called the police and was surprised to learn NFCU had my car repo 'd. I called NFCU right away and spoke to not so nice " customer service reps '' who went about the schpiel that I owed them a balance along with the repossession fee etc. To their surprise I paid it that day without question and continually followed up for the status. Once they knew I was paying them right away, the reps started to speak to me as if I were a human being, but it still took two days for them to confirm receipt of my payment and provide a release to the tow truck company and I got my car back. In short, I paid off the loan to Navy Federal 's satisfaction right away upon learning there was a balance according to their records. I requested they send me an account detail of the loan balance and all payments as well as documentation that my auto loan was satisfied. I wanted both because my records show it was already paid, but they wanted $ XXXX more, so knowing NFCU 's unfair lending and debt practices, I wanted their records to compare with mine. NFCU advised that I had a cease and desist letter on file with them which prevented them from sending me statements for the months they said I owed installment payments and that I would have to request the cease and desist order be revoked. I asked for evidence of the cease and desist order because I am not an attorney and did n't know how a cease and desist order was placed on my file preventing them from contacting me. I have other accounts and loans with NFCU and they never stopped calling or mailing me statements for those. Dealing with NFCU is difficult. They make it so intentionally. Eventually, I was allowed to see the statements for my auto loan online, but the last record was XX/XX/XXXX, and the statements online never updated reflecting that I paid the loan in full. 

So that 's the background. I got my car back after paying their demand, all fees etc. It 's been over two years since I 've satisfied this loan. I 've been trying to get a letter confirming the loan is satisfied and or the title, lien release - something. Navy Federal has ignored all my written attempts to receive this. The auto has over 100k miles and I just need the title or for NFCU to acknowledge I paid the debt to remove the lien, which is still reflected in the vehicle registration with the DMV, but NAVY FEDERAL wo n't respond. In short, I want a letter of satisfaction and/or lien release for this vehicle that barely runs, and for which I have satisfied the loan. 

NFCU 's lack of response is intentional - it must be because I never even received a letter refusing my request. Ignoring a written request is very much in line with all the other illicit NFCU practices that I 'm sure are illegal - like moving my funds from my bank account to apply to loan installments not yet due, denying online access to accounts, removing payment options online thereby making it harder to pay them so they can collect late fees, or taking my payment and putting the payment on account as unapplied while payment after payment accrues as " pending '' & charging late fees as a result, etc.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation