Consumer complaint received 2024-06-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX ( XXXX ) XXXX **Complaint Date : ** XX/XX/year> **Subject : ** Navy Federal Credit Union Credit Card Account Closure in Violation of 15 USC 1666 ( c ) ( d ) & terms of agreement **Details of the Complaint : ** **Institution Information : ** Navy Federal Credit Union **Issue Description : ** I submitted a BILLING ERROR DISPUTE LETTER, which Navy Federal calls a Billing Rights Summary. DATED XX/XX/year>, it was mailed on XX/XX/year> which is within my 60 days to notify them, Navy Federal received the letter via Registered Mail ( XXXX ) on XX/XX/year> @ XXXX, On XX/XX/year>, Navy Federal Credit Union closed my credit card account without proper notice, which is a violation of 15 USC 1666 ( c ) and 15 USC 1666 ( d ), also an violation of their own terms & agreements .According to these provisions, creditors must, investigate the matter, provide adequate written notice to consumers & can not take any adverse actions, such as closing a credit card account. 

I have been a loyal customer of Navy Federal Credit Union, and I have always managed my account responsibly. Ive adhered to the terms and conditions of the credit agreement, my credit card account was closed abruptly. This closure has had significant negative impacts on my credit score and overall financial stability. 

**Specific Violations : ** - **15 USC 1666 ( c ) : ** This section mandates that creditors must send a written statement to the consumer before taking adverse action on an account based on the consumers credit report or any other reasons. 
- **15 USC 1666 ( d ) : ** This section further requires that the notice include the specific reasons for the adverse action and inform the consumer of their right to request additional information. 

Navy Federal is in violations of their own terms of the Billing Error dispute thats says to send a notice within 60 days if you find an error, DO NOT MAKE A PAYMENT WHILE ITS BEING INVESTIGATED, WE CAN NOT TRY TO COLLECT. 

**Actions Taken : ** I contacted Navy Federal Credit Union customer service XXXX XX/XX/year>, seeking clarification and reinstatement of my account, I have the recorded call. However, I have not received an explanation or any rectification of the situation. The customer service representatives were unable /unwilling to provide specific reasons for the account closure and did not offer a resolution, however sent me to collections. When I login my portal it states This is an attempt to collect a debt, and any information obtained will be used for that purpose. If you have filed for bankruptcy, you may no longer be personally liable for this debt. In that case, this notice is purely informational, based on your contact with us, and not an attempt to collect a debt. Please contact your bankruptcy attorney with any questions. 
If you have a pending payment arrangement you may disregard the above notice.

Which is a complete & disregarding if their own policy & law In a recorded call with Navy Federal the company admitted to cancelling customers account on the 60th day regardless of the law & their terms of agreement Thank you for your attention to this matter. I look forward to your prompt response and resolution. 

**Attachments : ** 1. Account statements 2. Correspondence with Navy Federal Credit Union 3. Documentation of impacts on my credit score Sincerely, XXXX XXXX

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