Consumer complaint received 2020-06-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: NAVY FEDERAL CREDIT UNION
State: TN

Complaint narrative:
This is not a duplicate complaint in that it contains new and current information requiring a thorough investigation which XXXX  claims to have done. 

XXXX  replied the complaint appeared to have been originated by someone else. XXXX had previously stated they were under no obligation to re-investigate my complaint and this continued obfuscation is a clear indication of their guilt. XXXX  has an affirmative obligation to thoroughly investigate a complaint but instead they have aligned themselves with the abusing creditor Navy Federal Credit Union. I am asking CFPB to compel XXXX  to respond and investigate the matter. Moreover, I demand strict proof of XXXX  's prior contemporaneous investigation into this matter. This complaint involves NAVY Federal Credit Union Account XXXX. This account is found on my XXXX  Credit Report. I am disputing the accuracy and legitimacy of this account charges. When these charges initially surfaced, I contacted NFCU and reported the charges fraudulent. The largest of the largest charges, I was able to track to a furniture store who provided me a copy of the signed document receipt. They provided information that an older female signed the invoice and the delivery address was not my address nor was it an address I had ever lived. I provided NFCU this information and subsequently, I provided NFCU all local Police Reports, and Federal Identity Theft Task Force reports of the identity theft and fraudulent use of the card. I provided NFCU the report from the U.S. Department of State as well as the Office of Personnel Management advising both me and my husband that we had been victim of a breach and that our information had been identified in use on the dark web. As a direct result, NFCU refused to conduct a comprehensive, reliable investigation in a timely manner that would have allowed the individuals responsible to be brought to justice. Instead, I was repeatedly told " our investigation does not indicate fraud. '' When asked to provide strict proof of their investigation and findings, I was met with hostility. I have been pursuing this matter now for over five years, to no avail. CREDIT CARD and CREDIT REPORTING AGENCIES have an affirmative obligation to Investigate Consumer Credit Report Disputes in a timely fashion and to provide the results of those investigations. NFCU and XXXX XXXX have failed to do either. The other two credit bureaus, XXXX  and XXXX  have removed this account, with prejudice, from my credit report. A second matter is related to a bankruptcy, XXXX filed XX/XX/XXXX. The filing is subject to a mandatory removal XX/XX/XXXX. I have repeatedly disputed this reporting based upon the fact the bankruptcy court dismissed the case without any discharge and that all creditors were paid satisfactorily. While your position is that XXXX XXXX reserves the right and ability to report the information for ten years, you have no statutory obligation to do so. I continue to labor under the reporting of this bankruptcy and it has a major impact on my credit report and XXXX  Score. I am asking respectfully that you remove this bankruptcy from my credit report early and allow me to move forward in the current dire circumstance. 


I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. 

The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps. 






What would be a fair resolution to this issue? 
Fairness will be for XXXX  to strike the NFCU Account with prejudice, update my credit report and provide me a new report. I will continue to prosecute and compel XXXX  and NFCU to comply.

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