Consumer complaint received 2024-12-23 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: NAVY FEDERAL CREDIT UNION
State: LA

Complaint narrative:
Subject : Follow-Up Complaint Regarding Navy Federal Credit Unions Handling of My Account To Whom It May Concern, This is a formal follow-up complaint regarding Navy Federal Credit Unions handling of my account and their recent communication following my filing of a complaint with the Consumer Financial Protection Bureau ( CFPB ) . I wish to address several critical issues in detail : 1. Lack of Communication Prior to the CFPB Complaint Despite being on account restriction for an extended period, Navy Federal Credit Union never initiated contact to address my concerns.

I sent numerous correspondences, including emails and written letters, requesting assistance, yet received no resolution or even acknowledgment until I filed the CFPB complaint. 
The sudden urgency and outreach following my CFPB complaint appear retaliatory, given the lack of prior responsiveness.

2. Inappropriate and Unprofessional Behavior During several calls with Navy Federal representatives, I was disrespected, hung up on, and even cussed at.

These interactions were deeply unprofessional and caused significant distress.

I am concerned that Navy Federal may selectively submit only the recorded calls favorable to their position while withholding those showcasing the improper treatment I endured. 

XXXX. Questionable Motivations Behind Recent Contact On Friday, XX/XX/year>, I received a call from a Navy Federal representative. They : Suggested I withdraw my CFPB complaint.

Claimed they were desperate to speak with me.

Mentioned sending a check and resolving the issuean offer that has never been extended prior to my CFPB filing.

These actions suggest that Navy Federals intent is not to resolve my long-standing concerns but to influence the CFPB investigation by appearing cooperative at this late stage. 

XXXX. Ongoing Issues with Account Restriction The restrictions on my account remain unjustified and unresolved. 
The lack of transparency and accountability from Navy Federal has further compounded my frustration and inconvenience, especially during the holiday season.

5. Retaliatory Behavior I strongly believe that Navy Federals recent actions are retaliatory in nature. Their sudden willingness to engage after my CFPB filing indicates that their priority is damage control rather than addressing my legitimate grievances.

Requested Action : 1. I request the CFPB investigate Navy Federals retaliatory behavior and lack of proper customer service prior to my complaint. 
XXXX. I ask for all recorded calls, including those where I was mistreated, to be submitted for review. 
XXXX. I seek resolution of my account restriction and a formal apology for the unprofessional treatment I received. 

Thank you for your attention to this matter. I trust that the CFPB will ensure Navy Federal is held accountable for their actions. 

Sincerely, XXXX XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX, LA XXXX XXXX XXXX

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