Consumer complaint received 2025-11-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
My vehicle was repossessed by Navy Federal Credit Unions contracted agents, and multiple violations occurred that have since prevented me from redeeming my vehicle, causing financial loss and emotional distress.

The tow yard hired through Navy Federals forwarder has charged illegal storage fees, including : Storage for days the business was closed ( XXXX ) Storage for Wednesday, a day they refuse to allow vehicle redemption.

Storage for the day of the tow, which Georgia law prohibits and also fell on a Wednesday per their rules. It was Wednesday, the XXXX at around XXXX. I have XXXX  cameras facing the back lot where my car was parked at the time.

Navy Federals forwarder also submitted a fraudulent key-cut invoice for nearly {$500.00}. The tow yard stated on a recorded call that no key was ever cut, and they had no access to the vehicle until I dropped off the keys on the same morning the invoice was created. I schedule an appointment to pick up my vehicle for Friday, the XXXX. I left work early so I could go pay my remaining balance at the nearest branch. This was around XXXX. I called a member rep once I arrived because there was no repossession agent on site. I requested the remaining balance that was due to confirm. At this time, I was told by the representative on the phone that an authorization to cut a key was requested and navy federal approved it. The rep then told me my new balance was an additional almost {$500.00} for the cost of cutting the key. When I explained that I turned in my keys that same exact morning at XXXX, the time they told me I was allowed to come and scheduled themselves, the rep said they have nothing to do with the tow yard and Ill have to speak to them directly regarding the key charge. She then told me I was responsible to pay whatever amount is sent on the invoice they got from the forwarding company. She said that, unfortunately a key was cut and the tow yard didnt document having received both of my keys that day so Navy approved it. I argued that I should not be responsible for a mistake made my the people they hired. She told me I could contact them directly and ask them to remove the key charge, but navy federal themselves do not have any contact or responsibility for the 3rd party hired by the forwarding company. I, myself, had to spend the rest of the business day calling all 3 businesses in order to resolve this mistake. Due to the incorrect invoice, I could not pay the remaining balance I was told I owed originally and get my car released. By the time I was able to get recorded confirmation via phone call that the tow company did not cut a key, it was nearing closing time at XXXX. I then spoke with the forwarding company supervisor who told me they have resolved the situation and confirmed that there was no key cut for my vehicle. I stated that I should not have to pay any extra storage fees because of their mistake. She stated that they did not make a mistake and I was still responsible for extra storage fees. She then sent me an email this morning, on Monday the XXXX, stating that the corrected invoice was sent to Navy Federal.

After Navy Federal sent the release, I attempted to call the tow company to confirm they have received my release letter. They did not answer the phone no matter how many times I called, every menu option would lead to an automated response repeatedly saying visit the website. When I tried the extension 5, which previously directed me straight to the front desk, this time it would say the option is invalid and I need to leave a voicemail, immediately hanging up after this automated response. The website states that as long as its not within the next hour I could schedule pick up for my vehicle same day. Because they failed to answer their phone countless times, I took another XXXX to the tow yard. The tow yard employees were still on sight. The property still open and unlocked. The tow yard employees refused to release my vehicle, stating they closed at XXXX. I have email correspondence with the owner I presume, telling me their business hours are M-F XXXX to XXXX. The forwarding company also told me over the phone that the tow yard closes at XXXX. Law enforcement witnessed this refusal. They also witnessed me asking for a printout of the storage fees they were claiming I owed. I was told they are not going to give me anything but she would tell me verbally. She informs me I am being charged {$75.00} for the tow, plus $ XXXXday for storage. She says I owe them for 13 days of storage. My vehicle was picked up on the XXXX, a Wednesday afternoon. They have explicitly and repeatedly stated vehicle redemption is PROHIBITED on Wednesdays, which are reserved only for personal property pick up. They are closed for business on weekends, Saturday to Sunday. The correct and legal fees should be calculated as {$75.00} plus 7 days of storage. They are illegally charging me for days the business was not open to the public, as stated by Georgia law.

Additionally, my personal property was stolen from the vehicle while it was in the exclusive custody of Navy Federals agents. I have timestamped video, a witness, and a police report documenting this case. A {$700.00} XXXX XXXX  and a XXXX XXXX were located in my trunk prior to the car being towed. There is a witness who accessed my trunk 2 hours prior to the tow that my items were there.

Navy Federal has repeatedly stated that they are not responsible for the actions of the tow yard because they are a third party. However this is incorrect under federal consumer law and repossession regulations. The forwarding agents were hired by Navy Federal and acted on their behalf. The tow company was hired by the forwarding agents. The misconduct of their agents has caused me financial harm, illegal fees, and obstruction of my right to redeem my vehicle.

I have attempted multiple times to resolve this with Navy Federal, the forwarder, and the tow yard, but I am still being charged unlawful fees and denied proper release of my vehicle.

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