Consumer complaint received 2024-11-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Unable to get your credit report or credit score — Other problem getting your report or credit score
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I AM REPORTING UNFAIR AND DECEPTIVE LENDING PRACTICES AGAINST NAVY FEDERAL CREDIT UNION. I WORKED AT NAVY FEDERAL CREDIT UNION FOR A COLLECTIVE XXXX YEARS. I WORKED IN BRANCHES AND IN THE CONTACT CENTER LOAN DEPARTMENT. FROM THE MOMENT I WAS ABLE TO ASSIST MEMBERS IN THE BRANCH VERY EARLY IN MY CAREER, I NOTICED A DISTURBING TREND. MEMBERS WHO HAD APPLIED FOR LENDING PRODUCTS WITHT THE CREDIT UNION HAD THEIR ENTIRE CREDIT PROFILE UPLOADED FOR ANY AND ALL LEVEL EMPLOYEE ACCESS TO VIEW IN ITS ENTIRETY. INCLUDING ALL HISTORY EVER RECORDED SINCE INCEPTION OF THEIR FIRST CREDIT PRODUCTS NO MATTER HOW OLD THESE ACCOUNTS ARE. THIS INCLUDED STUDENT LOANS, DEFAULTED CHECKING ACCOUNTS, DEFAULTED MEDICAL BILLS, ANY BANKRUPTCY PROCEEDINGS AND THIS DATA WENT BACK THE ENTIRE LENGTH OF THE CREDIT FILE, THE PROBLEM REALLY BECAME EVIDENT THAT UNFAIR LENDING PRACTICES WERE THE NORM WHEN MEMBERS WHO HAD ONCE OWED XXXX XXXX A SUM OF MONEY DECIDED TO SETTLE WITH THE CREDIT UNION IN AN EFFORT TO MEND THEIR MEMBER RELATIONSHIPS TO BE IN GOOD STANDING WITH THE INSTITUTION WITH THE BELIEF THAT LENDING WOULD ONCE AGAIN BE A SERVICE THESE MEMBERS COULD PROUDLY PARTICIPATE IN. HOWEVER, AS AN EMPLOYEE I WAS STRICTLY BANNED FROM EVER TELLING THE MEMBERS THE TRUTH THAT ALTHOUGH THEY HAD REACHED AND PAID SETTLEMENT TO TE CREDIT UNION THEY WOULD NEVER BE LEND FUNDS FOR ANY PURPOSE EVER AGAIN NOT EVEN AS A COSIGNER, UNLESS THE ENTIRE SUM OF FUNDS WAS REPAID. BUT WE WERE NOT ALLOWED TO TELL THE MEMBER THIS INFORMATION OR BE FIRED, IT WAS AGAINSNT POLICY TO SHARE THIS INFO WITH MEMBERS. WE WERE ENCOURAGED TO ASSIST MEMBERS WITH LENDING APPLICATIONS, CROSS SELL PRODUCTS TO MEMBERS WE COULD CLEARLY SEE WOULD NEVBER QUALIFY AND WOULD LEAD TO AUTOMATIC DENIAL SOMETIMES PULLING CREDIT AND THEN DENIAL, THE END RESULT WOULD ALWAYS BE DENIAL NO EXCEPTIONS AND THE MEMBERS HAD TO WAIT FOR THIS DENIAL LETTER TO COME IN THE MAIL 7-10 BUSINESS DAYS FROM THE REJECTION EVEN THOUGH THE REPRESENTATIVE COULD CLEARLY SEE THE CODES ON THE LENDING APPLICATIONS AND THE RELAVENT CODES EVEN FOUND IN THE LENDING APPENDIX FOR REPS TO REFERENCE THE DENIAL WAS DUE TO THE MBRS STILL OWING A SUM OF MONEY OR DEBT TO THE CREDIT UNION EVEN THOUGH A SETTLEMENT WAS REACHED, FORBOD TO EVER SHARE THIS INFO, INSTRUCTED TO LIE AND SAY WE COULD NOT SEE THE REASON ON THE APPLICATION WHEN THE TRUTH ISS WE COULD SEE EVERYTHING AND ANYTHING IN ITS ENTIRETY. THERE ARE RISK CALCULATIONS DRAWN OFF THESE CREDIT REPORTS PERTAINING TO MEMBERS AND HOW THE CREDIT UNBION VIEWS THEIR RISK ASSESSMENT NO MATTER HOW LONG IT HAS BEEN SINCE THESE TROUBLED FINANCIAL TIMES. I WAS TOLD TO BE SHORT, CONCISE, AND EVEN END THE CALL BEFORE THE MBR WAS READY AS TO STAY WITHIN MY " CALL ADHERERENCE '' AND NOT BE TOO HELPFUL. I WAS ACTUALLY TERMINATED ALLEGEDLY FOR BEING TOO HELPFUL IF YOU CAN BELIEVE THAT BUT REALLY MORE LIKE BEING TRUTHFUL AND NOT LIEING TO PEOPLE. XXXX WAS ESPECIALLY TRYING FOR ME TO WORK IN THE LOANS DEPARTMENTS AS MANY MEMBERS WERE GREIVING THE LOSS OF LOVED ONES THEY COULD NOT GET FUNDING FOR PROPER BURIALS, I HAD XXXX MEMBERS THREATEN TO XXXX XXXX  AND MY XXXX XXXX XXXX TOLD ME I WAS TOO NICE WHICH IS WHY MEMBER WOULD OFTEN OPEN UP TO ME ON THE PHONE AND KEEP ME TOO LONG IN TURN THIS COST THE CREDIT UNION MONEY BECAUSE THE MORE CALLS I ANSWER THE MORE LENDING APPLICATION I SHOULD BE SUBMITTING AND THE RATE OF DENIAL DID NOT MATTER IT WAS NOT MY JOB TO DETER ANYONE I KNEW WOULDNT GET APPROVED FOR LENDING IT WAS THE " COMPUTERS JOB '' TO SORT THAT OUT AND NO HUMAN COULD MAKE ANY MANUAL EXCEPTIONS. I WAS ALSO TOLD NOT TO WAIVE ANY FEES ANY MORE UNDER NO CIRCUMSTANCES I HAD PARENTS CRYING THEY COULD NOT FEED THEIR CHILDREN THEY LOST EVERYTHING, THEYRE BUSINESS, LIVELIHOODS ETC. AND THESE {$20.00} OOPS FEES OR {$29.00} OD FEES WERE NOT ALLOWED TO BE REVERSED BUT I COULDN'T LET PEOPLE STARVE, OR BECOME HOMLESS I ACTUALLY STARTED TO GIVE MY OWN MONEY TO PEOPLE WHO I KNEW NEEDED TO FEED THEIR BABIES AND I ALSO PAID FOR A HOTEL FOR A WEEKEND TO A SOON TO BE HOMLESS ELDERLY VETERAN SHE ONLY NEEDED A FEW DAYS BEFORE THE VA STEPPED IN AND HOUSED HER BUT NAVY FED WAS UNABLE TO LEND HER A FEW XXXX XXXX TO ASSIST WITH A HOTEL AND I TOOK IT UPON MYSELF TO CALL THIS HOTEL ON MY PERSONAL PHONE AND I PAID THEM FOR HER ROOM FOR 3 DAYS, AND THEN SHE WAS HELPED BY THE VA AFTER THAT AND ALL WAS WELL. I AM SO XXXX  OVER THE LIES AND DECEPTION FROM THIS SO CALLED MEMBERS ARE THE MISSION COMPANY I CAN'T EVEN WORK ANYWHERE ELSE AS THE XXXX, NIGHTMARES AND XXXX XXXX XXXXRE CONTINUOUS.

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