Consumer complaint received 2023-12-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: NAVY FEDERAL CREDIT UNION
State: AL

Complaint narrative:
On or about the end of XX/XX/2023, I reached out to Navy Federal Credit Union to discuss any potential payment plans that were offered. The first Representative I spoke to declined any availability of aid other than an extension on my payment. I reached back out to the same department ( collections ) and the next representative told me that there was in fact a program where they can offer a lowered interest and restrict the Credit card to aid in making on-time payments. i believe this represents another common issue within NFCU : it depends who you get, when you get them, and how they feel ; there is not set standard on what an XXXX will offer or suggest, just however they feel. We filled out the information pertaining to my income and my expenses, I specifically asked the representative to exclude my XXXX XXXXXXXX XXXX, he agreed to do so and submitted the application after telling me that I do qualify for the program on their end ; he also informed me that he could not even submit the application through the collections department if the system didn't pre-qualify me. 

on XX/XX/2023 leadership at NFCU reached a decision to decline my application. I was not informed of this decision, in any way, and left to wait it out. On XX/XX/2023 I reached back out to NFCU to check the status of my application and was told I was declined, basically due to ( paraphrased ) too much money coming in through my deposits. I asked if that was including my XXXX  XXXX compensation, and I was told Yes. after questioning further on why my XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, was being used for the purpose of repayment, I was told that " it is our policy. '' I then asked to speak to a supervisor, this supervisor confirmed what the member stated and suggested I send an electronic letter to the collections department for reconsideration, to better explain my circumstance. 

I wrote a letter to NFCU addressing the situation, and also asked for the process of submitting a formal complaint for using my XXXX XXXXXXXX or a way to contact the supervisory board, since that is what XXXX recommends first. I was directed to call back a supervisor if I had any concerns over the decision, something I had already done. I was subsequently told that I do not have to include my XXXX XXXXXXXX in the application; however, even with me specifically asking to not include it, NFCU is using all my deposits to make a decision, which include my XXXX XXXX. 

I have been told to reach out to the Finacial counseling service, but after XXXX attempts resulting in me being dropped from the queue, calling back and being told " no, they are definitely still in, '' then waiting on hold again to be dropped, there is no real resolution. 

My XXXX XXXXXXXX compensation is reserved to rehabilitate myself after injuries incurred during my service, it should not be used as a basis for repayment of a debt other than alimony or child support. 

I am now almost XXXX months behind on my CC payment with a minimum of {$500.00} and change due to satisfy the previous balances, I am asking, begging for help, and being thrown away as if it could not matter less to Navy Federal. My hope was to be proactive and address my debt and worst-case scenario, file bankruptcy. in that case, no one benefits and I'm trying my hardest to avoid it. 

any help would be greatly appreciated.

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