Consumer complaint received 2025-03-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am filing this complaint regarding seven late payments and a repossession reported on my credit report for a vehicle that is now paid off with Navy Federal Credit Union. These inaccurate and unfairly reported items are preventing me from obtaining a new vehicle, and I would like the matter to be investigated and resolved. 

On XX/XX/XXXX, I contacted Navy Federal and spoke with XXXX, the manager on duty in the auto loan department. I requested a detailed letter ahowing my payment history for my vehicle loan. She stated that she would send it and I never received the letter. I also requested the phone number to repossession depaetment She provided me with a phone number for the repossession department. However, when I called that number, it was incorrect, and I had to be transferred again to the actual repossession department. 

On XX/XX/XXXX, at XXXX XXXX, I spoke with XXXX in the repossession department and explained that the seven late payments and the repossession on my credit report are preventing me from obtaining a new vehicle. I informed XXXX that I was in and out of the hospital at the end of XXXX and most of XXXX, and due to my medical condition, I had no one to make payments on my behalf. Prior to late XXXX, I had an exceptional payment history and never missed a payment. Additionally, after my car was repossessed, I redeemed it the very next day and never missed a payment again. 

I also have a history of financing a previous vehicle with Navy Federal Credit Union, during which I never missed a single payment. Despite this strong history, Navy Federal inaccurately reported inconsistent repossession dates across credit bureaus, violating my consumer rights under FCRA consumer law 15 USC 166B : XXXX and XXXX show the vehicle was repossessed in XXXX and XXXX. 

XXXX reports the repossession only in XXXX. 

This discrepancy is inaccurate and unfair. Since I recovered my vehicle the very next day, this means I paid what was owed at the time, and the repossession should never have been reported in the first place. 

I requested Navy Federal Credit Union to remove the negative marks as a goodwill adjustment, considering my longstanding exceptional payment history and the extenuating medical circumstances that led to my temporary hardship. However, they refused to assist me, despite my proven track record as a responsible borrower. 

This is no way to treat a valued customer who, despite facing life-threatening health issues, still managed to bring the account current as soon as possible. I am formally requesting that the CFPB investigate my case and have the seven late payments and repossession status removed from my credit report due to their inaccuracies and inconsistencies. 

Please let me know the next steps in resolving this issue. I appreciate your time and assistance.

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