Consumer complaint received 2017-10-25
Company: NAVY FEDERAL CREDIT UNION
State: DC
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Vehicle was damaged or destroyed the vehicle

Complaint:
My car was stolen and upon the theft that took place it was totaled, I had just lost my job so I than called Navy Federal Credit Union ( my loaner ) and informed them of the incident that took place, I than asked what my options where and was told about the payment protection plan, I was also informed that navy federal was no longer contracting with this company, I than asked about my Guaranteed Asset Protection insurance ( GAP ) and was told that navy federal has a phone recording of me calling in and cancelling the GAP insurance on XXXX XXXX which I disagreed with, at this point I left the situation alone because I had misplaced my contract which showed that I agreed to GAP insurance. On XXXX XXXX of XXXX I had been shreeding some old papers and came across my contract with navy federal I then called on XXXX XXXX, XXXX around XXXX and spoke with a representative to inform them of the differences in the dates of my susposidly cancellation and the signed contract, I told the representative that I was informed a few months ago that I cancelled my gap insurance which I did n't and that the date of the final signing of the contract was after the cancellation date in question and it would show that I agreed to have the gap insurance in place, so she then looked in to my account and agreed with the findings that the contract was signed after the susposidly cancellation of the gap insurance and said that navy federal would autimately go by the most recent signed contract, she than said that she needed to speak with a supervisor and put me on hold, upon her return to the conversation she infomed me that she had made a mistake and that I signed a letter stating that I cancelled the gap insurance which I did n't I than asked if she could email me this letter and she started to beat around the bush with me I got frustrated and hung up, upon calming myself down I then called navy federal back and spoke with another representative which I informed her what I was told in and earlier conversation, I also informed her that I had recieved XXXX seperate promissary notes and that the second one was sent because I did n't sign and initial the first one which at that point would have made the contract void without my signature so to asume that I agreed or disagreed to anything would be specilation at this point, she than said that the cancellation took place on the XXXX of XXXX of XXXX I than notified her that I did n't initialy sign the contract until after the XXXX of XXXX XXXX reason being I did n't recieve notice of this incomplete document until XXXX XXXX, XXXX which I have the original notice that was sent out, upon telling her the date in which I initially signed the contract and trying to get her to understand the dates of cancellation does n't add up she than asked me if I would not raise my voice which I was n't anyway, at that point I fell as thought she was unwilling to see the truth as it was and asked to speak with a supervisor, upon speaking with the supervisor I then told him what my disagreement was about and he then went on to try and explian to me that navy federal was going by the cancellation letter I than tried to explain in detail that I recieved the initial promissary note but because I did not sign my signature and initial it I recieved a letter in the mail along with a replacement promissary note from navy federal on XXXX XXXX, XXXX stating that I needed to sign and initial to indicate my voluntary selection of the payment protection Plan ( PPP ) and the Guaranteed Asset Protection ( GAP ) and because of this and me continuously stating that I did not cancell the gap insurance navy federal made a mistake, I was then told by the supervisor through out our continued conversation that navy federal does not go by the promissary note and that it ment nothing, I then informed the supervisor that I had no other choice at this point but to seek legal representation. 

P.S Upon the initial approval of the loan from navy federal I agreed to have Guaranteed Asset Protection ( GAP ) on the 1sXXXX promissary note I recieved I agreed to have GAP and on the initial signing of the replacement promissary note I agreed to have GAP, I never cancelled the Guaranteed Asset Protection ( GAP ) not by phone, mail, email, or in-person

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