Consumer complaint received 01-11-2017 about Bank account or service (Other bank product/service) with NAVY FEDERAL CREDIT UNION (CA).
Issue: Account opening, closing, or management

Complaint: To whom it may concern ; I am writing in regards to a checking line of credit ( XXXX ) account # ending in ( XXXX ). For the past right under two months until yesterday, XXXX XXXX, XXXX, I have had no access to any of my account via online. I have also not received any statements or any other collateral via the mail with the exception of a letter that was dated XXXX, XXXX, XXXX from XXXX XXXX, VP of XXXX of which I will attach to this complaint. 

Prior to my XXXX statement when the account was under the existing credit line of $ XXXX, I had multiple identity theft issues with my checking and credit cards with Navy Fed amongst other creditors as well. The reason for my writing is that I have made approximately 13 calls over the past 30+ days requesting for my online access to be blocked or at the very least for someone to send me something in writing concerning my accounts so that I could make the necessary monthly payments accordingly. Until yesterday morning, I had not had any access nor any ability to make payments on this account in question. My minimum monthly payment went from $ XXXX to an estimated {$2900.00} over the course of the past 46 days. The difference is in the overage of my credit limit because a payment that was made by me came back which in turn increased by balance by an additional {$2000.00}. 
I have multiple issues that I am concerned with from both an ethical and legal standpoint. Firstly, I have tried on multiple occasions via phone calls to the collections, customer service and consumer lending departments to make my minimum payments on this line of credit. While I have been told a plethora of conflicting and inconsistent data concerning this account and the " amounts owed '', the one constant that I have been told is that I am unable to make a payment over the phone and that I can not make a payment less than the now $ XXXX without continuing to harm my credit. Just this month, Navy federal reported to the ( XXXX ) credit bureaus that I am now 30+ days late which has finally instigated my filing this complaint. 
Yesterday, after speaking with the consumer lending department on the phone, I decide to go in to a local branch in hopes that they can help me understand and subsequently can show me proof where I am required to pay the entire overage on my account in addition to any late fess and interest. I met with, XXXX XXXX, Branch Manager at the XXXX, CA location for over two hours. She proceeded to pull up the document, make several phone calls to find where in the documents I signed does it show that a consumer is required to pay the entire overage of the checking line of credit. What she came to realize is that it does not state that we are required to pay the full amount, but clearly does state on line # XXXX of the disclosure that I am to pay a minimum of 2 % or {$20.00} of the total amount owed at that time whichever is the greater amount. It also states as a side note that the consumer is to pay " whatever shows on the periodic statement '' as the minimum payment. So, the last statement on the disclosure is illegal. To date, no one has been able to confirm either verbally or in writing exactly what my minimum payment should be in order to not be " late ''. 
Here are my concerns ; 1. How am I to pay anything when I do n't have access in any capacity to my account? 
2. I have requested plenty of times to have something mailed to me so that I can see what it is I am paying, etc. to no avail until yesterday via the branch office. 
3. How can you report a 30 day late under these aforementioned circumstances? 
4. I have the legal right to see where in states in writing that I am required to pay any overage of my credit limit or what you as a credit union deem appropriate. 
5. The investigator handling my account has never attempted to call me. 

I am a consumer that has rights. 

XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief