Consumer complaint received 2026-04-28 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: GA

Complaint narrative:
I. Overview of Complaint I am submitting this formal complaint against Navy Federal Credit Union regarding the closure of my XXXX XXXX credit card account ( ending in * XXXX ), which had been in good standing for approximately three years. Despite maintaining a strong payment history on this specific account, Navy Federal closed my account citing adverse credit information that appears to be inaccurate, misleading, and unverifiable. ________________________________________ II. Account History and Positive Payment Record I maintained a 100 % on-time payment history on the Navy FederaXXXX XXXX XXXX account I never defaulted on this account My relationship with Navy Federal includes multiple accounts, including : o Checking account o Savings account o Roth IRA This reflects a long-standing, good-faith banking relationship and responsible financial conduct. ________________________________________ III. Reasons Provided for Closure ( Disputed ) Navy Federal cited the following reasons based on information allegedly obtained from XXXX : 1. Serious delinquency and/or public record or collection 2. Recent delinquency 3. High revolving utilization 4. Multiple delinquent accounts 5. Excessive inquiries ________________________________________ IV. Inaccuracies and Disputed Information The above reasons are materially inaccurate or misleading : No public records exist on my credit file Collection accounts referenced were erroneous and have been removed or are currently disputed Inquiry count is inaccurate ( my report reflects minimal or no excessive inquiries ) Recent delinquency lacks specific, verifiable detail The number of delinquent accounts is overstated and unsupported by current credit data I have obtained my credit reports through XXXX, and the information does not support Navy Federals stated justification for account closure. ________________________________________ V. Failure of Reasonable Investigation Navy Federal relied on credit reporting data that appears inaccurate without : Providing sufficient detail to validate their decision Allowing a meaningful opportunity to address or correct the information prior to closure Ensuring the accuracy of third-party data used in making an adverse action decision These actions raise concerns regarding compliance with the Fair Credit Reporting Act ( FCRA ), which requires reasonable procedures to ensure maximum possible accuracy in credit-related decisions. ________________________________________ VI. Documented Financial Hardship Any temporary decline in my overall credit profile was directly related to extraordinary personal circumstances : I was the primary caregiver for my terminally ill mother, XXXX XXXX She passed away on XX/XX/year> The financial and emotional burden during this time created short-term financial strain Despite these challenges : I have since stabilized financially I am current on my obligations I remained committed to maintaining my account with Navy Federal ________________________________________ VII. Harm Caused The closure of this account has caused measurable financial harm : Reduction in available credit Increased credit utilization ratio Negative impact on my credit score Loss of account age and positive payment history Forfeiture of accumulated rewards points, which had tangible monetary value and could have been redeemed for cash or other benefits prior to account closure The loss of these rewards represents an additional financial impact, particularly given that the account was closed based on information that appears inaccurate or unverifiable. ________________________________________ VIII. Requested Resolution I respectfully request that the Consumer Financial Protection Bureau require Navy Federal Credit Union to : 1. Conduct a full and thorough reinvestigation of the credit data used in their decision 2. Provide documented verification of all adverse information relied upon 3. Reconsider and reinstate my XXXX XXXX account based on accurate and verified information 4. Correct any internal records that were based on inaccurate or misleading credit reporting ________________________________________ IX. Supporting Documentation I am prepared to provide supporting documentation, including : Credit reports from XXXX Documentation of disputed and/or removed collection accounts Documentation substantiating the hardship circumstances described above ________________________________________ X. Closing Statement I value my relationship with Navy Federal Credit Union and have demonstrated long-term financial responsibility. I am seeking a fair and accurate review of my account closure based on verified informationnot erroneous or misleading data. Thank you for your attention to this matter. Sincerely, XXXX XXXX

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