Consumer complaint received 2017-05-22
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
Good day.   I am filing a complaint against Navy Federal Credit Union in what I believe to be illegal and false loan practices.     I had several credit accounts with  Navy Federal ( cr edit card, line of credit, overdraft protection ) that fell behind due to illness. Although I made small payments, the accounts were still behind. I received a call from  Navy Federal in e arly  XXXX   XXXX  asking if I would be interested in a consolidated loan for all the accounts. As I had returned to full-time work in  XXXX , I was excited and eager to get everything back on track.     After speaking to the gentleman on different occasions, I was happy to agree to the loan as long as there was disability/death protection coverage, as well as the interest rate couldnt be higher than whatever was the highest rate on my various loans/credit cards. The gentleman assured me that wouldnt be a problem, and that I had been approved. He advised that the promissory note coming would provide that information, as well, that until I signed and returned the promissory note, the loan was in a temporary approval.     I received the promissory no te ( attached ) and the interest rate was wrong, and more importantly, no disability/death insurance was included. I immediately started calling Navy Federal to advise my concerns, and that I didnt w ant the loan. I was placed in someones voicemail, and assured that someone would call me back. I did NOT receive any calls regarding my complaint, and desire to void the loan. Each call was to advise that I missed the first payment, and wanted to know if I wanted to make arrangements for the payment. Each time I advised that the loan was INCORRECT, and I never agreed to the terms of the loan. Each time I was PROMISED the original loan agent would call, and to this day, Ive NEVER received a call from this individual.     The only person who has at least attempted to resolve this issue has been a  XXXX   XXXX  at  XXXX .  XXXX   XXXX  was able to provide the following dates that I called :  XXXX   XXXX ,    XXXX   XXXX   XXXX   XXXX   , and  XXXX   XXXX ,  XXXX   XXXX ,  XXXX   XXXX ,  XXXX   XXXX , and  XXXX   XXXX , and  XXXX   XXXX . I also have an email that I sent on    XXXX   XXXX   XXXX  ,   regarding the loan, that I never received any response. Im sure there are more calls, but I cant prove this. Additionally, Ive asked to have a copy of the recorded calls released to me, which  Navy Federal has refused.     Navy Federal has deduc ted and replaced funds from account on   XXXX   XXXX   XXXX   XXXX   XXXX   , and the lat est was  XXXX   XXXX  which they are refusing to return.     At this point, this loan should be voided, as well as removed from my credit report. Im not sure what can be done regarding compensation, but clearly this is all illegal. The only resolution they are offering is to place me in a voice mail where no one returns my calls.

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