Consumer complaint received 2024-04-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint regarding the closure of my XXXX XXXX XXXX ending in XXXX, by Navy Federal Credit Union ( NFCU ). I was shocked to discover this closure only upon calling NFCU on XX/XX/2024, to request a replacement card after graduating from their hardship program. 

The representative I spoke with informed me that my credit card had been closed as of XX/XX/2024, without any prior formal notice provided to me. It is deeply concerning that I was not informed of this significant decision affecting my financial affairs. As a loyal customer of NFCU, I expected better communication and transparency regarding such matters. 

Furthermore, it was disconcerting to learn that a letter regarding the closure was allegedly sent to me on the same day as the closure itself. However, as of the date of my conversation with the NFCU representative, I have yet to receive any such correspondence. This lack of timely notification compounds the frustration and inconvenience caused by the sudden closure of my credit card account. 

This closure not only disrupts my financial stability but also has negative implications for my credit report. Such impactful changes to a consumer 's credit profile should not be made without explicit notification and consent. It is alarming that companies like NFCU have the ability to make unilateral decisions that significantly impact consumers ' creditworthiness without their knowledge or consent. 

Moreover, I find it particularly troubling that while NFCU routinely contacts me via messages and phone calls for payment reminders, something as crucial as the closure of my credit card account slipped through the cracks. This discrepancy in communication raises serious concerns about NFCU 's priorities and practices regarding customer service. 

Additionally, I sought clarification from NFCU through their XXXX XXXX service on the same day, expressing my concerns and frustrations. However, the representative I spoke with advised me that once a card is closed, it is a permanent closure, and the only way to regain the card is to reapply, which would result in another credit inquiry. 

I followed the representative 's advice and wrote to NFCU through their internal message portal, requesting reconsideration of the closure and the reopening of my card. I believe that during a time when many individuals are facing economic hardships, NFCU 's actions are unjust and exacerbate the challenges faced by consumers. 

While I am hopeful for a resolution to this matter, I must express my concern regarding potential retaliation from NFCU. I sincerely hope that my complaint will be addressed fairly and objectively, without any adverse consequences to my remaining accounts with NFCU. 

I am reporting this incident to the Consumer Financial Protection Bureau ( CFPB ) and request that appropriate action be taken, including the reopening of my credit card account. I urge NFCU to reconsider its decision and provide me with the opportunity to continue utilizing my XXXX XXXX XXXX 

Thank you for your attention to this urgent matter. I anticipate a prompt and satisfactory resolution.

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