Consumer complaint received 2025-03-18 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/XXXX the non-profit I worked for, for XXXX XXXX years, informed everyone that it didn't secure funding in order to continue running. That day the organization let everyone go and we were informed that XX/XX/XXXX would be our last paycheck. From XXXX until now, I've been in constant communication with Navy Federal Credit Union informing them of the unfortunate event and asking them for options on how to keep my accounts active while searching for new employment. 

I unfortunately, was not able to secure new employment until XXXX of XXXX. I kept XXXX XXXX in the loop during my entire XXXX hardship and was actively seeking assistance and ways to keep my accounts active. On XX/XX/XXXX or XXXX, I spoke to a representative from the " Personal Loan and Financing '' department named XXXX and she informed me that I could apply for an interest rate reduction by applying over the phone with her. I tried to pay {$300.00} on the account and XXXX reversed it because she said if I was approved that can go towards my first month payment, she also informed me that she would pause a payment being due on my balance transfer loan for the month of XXXX and I would start repaying again in XXXX, if approved. I did that, and was denied on XX/XX/XXXX and the denial came by way of email at XXXX. I then called XXXX XXXX to ask why I was denied, and a gentleman informed me that I needed to pay {$300.00} in order to show that I had XXXX full payments on the account since its inception in order to be eligible to apply for special services or assistance. On XX/XX/XXXX, I made a {$300.00} payment. I asked him could I re-apply with him ; he informed me to wait a couple days. I called a couple days later and spoke with a representative and she informed me that I would have to apply for the reduced interested rate with the young lady XXXX, who offered the option and sent in my application the first time. She informed me that she would reach out to XXXX to reach out to me. I called again after no follow up call from XXXX, on XX/XX/XXXX, and was able to connect with XXXX and she took me through the application process once again. I agreed and was told to lookout for correspondence. 

I was thinking that the Personal Finance team was still reviewing my application because when I was denied before, I received an email stating I was denied within XXXX. I kept looking for email correspondence and never received a email. I thought that maybe they were considering me, and it took more time than the first time, anywhere from XXXX. I called Navy Federal twice on XXXX weekends and was told the department was closed. I then called again on XX/XX/XXXX to ask for an update on my application and was informed by the automated system that my account was charged off. I then called Navy Federal XXXX times to try and get answers. The first XXXX times I called the representatives informed me that I couldn't speak with a manager, they had to put in a request and that I couldn't speak with the charge off department either. The last gentleman I spoke with informed me that I could speak with the XXXX XXXX department. 

I was then connected with a representative named XXXX. XXXX informed me from the beginning of the call that some mistakes were made on Navy Federals end. She informed me that she saw that I had re-applied for the reduced interest rate program again on XX/XX/XXXX. She then informed me that it then looked as if it was never submitted for review, but she was able to see that it was completed, and that XXXX had finished out the application with me. She said after that it was no paper trail. It was never submitted for approval or had any movement. XXXX informed also that XXXX forgot to read me a clause on the application, stating that if I was approved for the interest rate reduction on the consolidation loan, that I would have to shut down my balance transfer account with XXXX XXXX. I was never told that, and that's why there wasn't a consent from me in regard to that clause. Also, XXXX, informed me that XXXX should have made me wait XXXX days from XX/XX/XXXX or more before re-applying because the application would automatically be denied because it was within the same time frame as the last application. XXXX informed me that XXXX was at lunch and that I would hear from someone soon within the day because it was clear that the ball was dropped. XXXX also informed me that all calls are recorded, and they needed to do further digging to see what happened. I informed XXXX that I had not received an email stating I was denied of the interest rate reduction or mail that stated that either. The only email I was able to find was a email in my junk folder stating options to settle my debt which was sent on XX/XX/XXXX. I came across that email when searching for correspondence from Navy Federal on XX/XX/XXXX. 


At XXXX on XX/XX/XXXX, I received a call from XXXX XXXX and she apologized and informed me that the application was never processed and that it hadn't had any movement past the day I applied which was XX/XX/XXXX. She also said, she didn't see the clause that stated that my other balance transfer account would be closed if approved for the interest rate reduction on my consolidation loan. She apologized once more. She then informed me that her manager would see what she could do, to honor the XXXX % interest rate and reverse the charge off. I informed XXXX that I would like to speak with her manager personally because this was a very big ball dropped and I had no idea that my account had been charged off, while waiting for correspondence from the personal finance team and that it should have never happened. XXXX said she understood and that her manager agreed to call me the afternoon of XX/XX/XXXX. That never happened. 


On XX/XX/XXXX at XXXX I called Navy Federal again, since nobody had reached out, and was able to be put through to XXXX 's supervisor XXXX XXXX. As soon as XXXX XXXX got on the phone, she informed me that she had got tied up yesterday and that's why she didn't return my call. She also came off very brash and informed me that she would not be reinstating my account/ reversing the charge off regardless of the mistakes made by her team. She also informed me that she had no record of my applying on again on XX/XX/XXXX, and the reason she denied me on XX/XX/XXXX is because I hadn't made a payment in 8 months and that was ridiculous. I informed her that my job lost all its funding unexpectedly and I was awarded unemployment due to me working for a non-profit. I also informed her that I had been keeping in contact with XXXX XXXX throughout my hardship and asking for options and assistance to keep my accounts active. XXXX XXXX 's tone was very incentive, disregarding and degrading. I informed her that I didn't appreciate her tone and let 's stay on the topic of her team dropping the ball. I had no correspondence that I was denied, I asked her how XXXX could have a clear view of my application on XX/XX/XXXX but she could not access or find it. She informed me that XXXX did drop the ball by not reading the clause to me about the other account closing but that's it. She told me that she wanted to make it clear in a disheartening but authoritative tone that " She WOULD NOT APPROVE ME FOR THE INTEREST REDUCTION ON MY LOAN ''. She told me she wanted to make that clear and just as she denied me on the first application, if the second application would have gotten to her, she would of denied me again. However, I reminded her that it didn't get to her and that was a problem because if she did deny it, I would have been aware and able to call Navy Federal about other options I had available. I informed her that XXXX already assured me that she was able to see in her notes the date of XX/XX/XXXX as to when I applied a second time and that my application never went through the process it should have. I encouraged XXXX XXXX to listen to all of the recorded phone calls. I then expressed my disappointed in XXXX XXXX tone, demeanor and delivery. She was beyond rude and nasty. I informed her that I would be reaching out to the CFPB and she told me to " go ahead '' nonchalantly. I also informed XXXX XXXX that I had been a wonderful customer of Navy Federal for XXXX and at one point kept over {$20000.00} in my account and over $ XXXX in my account for years because Navy Federal was my bank of preference. However, after losing my job, I couldn't do that any longer. She then informed me that she would see if she could reinstate my account, but if she does, she would still deny me of getting an interest rate reduction because the account was past due. She informed me that representatives were wrong by telling me that the {$300.00} would make me eligible to apply for the interest reduction program. I informed her that, that was an error also on her team 's end. I asked to speak with her XXXX or her provide me with his email address or someone above her and she informed me that she couldn't do that, but she was writing him on a chat, and he would reach out to me. This ordeal has caused me stress, and anxiety and disappointment in Navy Federal. I'VE NEVER BEEN SPOKEN TO IN SUCH A DISRESPECTFUL AND UNINTERESTED WAY. XXXX XXXX was obnoxious and unconcerned with my concerns and how her team 's mistakes ultimately lead to a charge off of mt account which shouldn't have happened if their process was followed correctly. I've always followed up on my account and if I was informed that I was denied I would have worked with Navy Federal to keep my account active, instead of thinking I'm waiting on a yes/no decision from the personal finance department XXXX A charge off will affect my credit and I was unfairly treated and did not have the due diligence with the process of my application.

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