Consumer complaint received 2025-06-24 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
XXXX XXXX Consumer Financial Protection Bureau Complaint Summary Navy Federal Credit Union I am submitting this complaint against Navy Federal Credit Union due to their failure to provide accurate and timely disclosure of required fees during the redemption process of my repossessed vehicle, as well as for unauthorized access to my business account during a recorded phone call.

This complaint is based on documented interactions with Navy Federal representatives, inconsistencies in their communication, misrepresentation of mail delivery, and mishandling of personal financial information. Every call referenced was recorded by Navy Federal for quality assurance, and I am requesting that those recordings be reviewed in full. 
________________________________________ Timeline of Events : XX/XX/year> : My vehicle was repossessed. 
XX/XX/year> : Navy Federal claims they sent out a redemption letter on this date. I did not receive this letter until XX/XX/XXXX, just two days before the scheduled auction on XX/XX/XXXX. The envelope clearly shows it was sent via regular First-Class Mailnot certified, as Navy Federal representatives claimed. I am submitting photos of both the letter and the envelope as evidence. 
XX/XX/XXXX and XX/XX/year> : I contacted Navy Federal on both days to confirm the amount required to redeem the vehicle. Both representatives told me the total was {$14000.00}, plus storage fees of {$15.00} {$20.00} per day charged by the tow yard. At no point did either representative mention the additional {$470.00} towing fee, despite the fact that the XX/XX/XXXX letter ( already prepared at that time ) included that charge. 
XX/XX/year> : I spoke to XXXX XXXX around XXXX XXXX., who claimed the fees may not have been available earlier due to processing time. However, she could not confirm what was actually on the XX/XX/XXXX redemption letterdespite working in the Recovery Department. 
XXXX XXXX then transferred me to XXXX XXXX, who stated that the amount I was told earlier included fees and interpreted that to mean the towing fee. However, that was never stated to me during the XX/XX/XXXX and XXXX calls. The only fees mentioned were the daily storage fees. 
During this same call, after I mentioned that I had deposited money in my account, XXXX XXXX accessed my business accountwhich is not associated with any personal banking relationshipand told me my current balance, stating I didnt quite have enough. She accessed this information without any authorization, account number, or verification from me, which I consider a clear violation of privacy and account security. 
Later on XX/XX/XXXX, I received a call from a supervisor named XXXX, who said he reviewed the XX/XX/XXXX call. He claimed the representative had informed me of additional fees and had told me to call back to confirm the full amount. That statement is not true. I was quoted a fixed number and received no instruction to call back. XXXX also confirmed that the XX/XX/XXXX letter included the {$470.00} fee, raising the question of why it was not disclosed during my calls on XX/XX/XXXX or XXXX. 
________________________________________ Key Concerns : The {$470.00} towing fee was included in Navy Federals internal documentation as early as XX/XX/XXXX but was never disclosed to me during my initial calls on XX/XX/XXXX or XXXX. 
Navy Federal representatives told me to gather and pay {$14000.00}. I acted based on that total, only to later be informed of additional fees that had never been mentioned.

I was misled, and my ability to redeem the vehicle was compromised by incomplete and inconsistent information. 
XXXX XXXX accessed and discussed the balance of my business account without asking for consent, which constitutes unauthorized access to sensitive financial information. 
Navy Federal misrepresented the nature of the redemption letters delivery by claiming it was sent certified. The letter was sent via standard First-Class Mail and arrived on XX/XX/XXXX, just two days before the auction, limiting my ability to take timely action.

________________________________________ I am requesting : 1. A full review and investigation into Navy Federals handling of this matter, including the fee disclosure process and all relevant call recordings.

2. An investigation into the unauthorized access of my business account by XXXX XXXX. 
3. Verification and explanation for the delivery method and timing of the redemption letter.

4. A delay or cancellation of the auction scheduled for XX/XX/XXXX until this issue is resolved.

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