Consumer complaint received 2025-01-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
XXXX XXXX Navy Federal Credit Union for Failure to Properly Process Auto Loan Payments and Maintain Accurate Records To Whom It May Concern, I am writing to file a complaint against Navy Federal Credit Union regarding issues with the processing of my auto loan payments. I have an auto loan with XXXX XXXX, and since the beginning of the loan, I have had automatic payments set up to be drafted from my business account on the XXXX of each month. 
From the start of the loan until XX/XX/year>, these automatic payments were consistently processed without incident. My business bank statements confirm that payments were regularly deducted on or around the XXXX of each month. 
However, beginning in XX/XX/year>, the automatic payments stopped being processed. My business bank statements show no withdrawal for my auto loan payment since XX/XX/year>. Despite this, my XXXX XXXX auto loan statement shows a payment being taken out on XX/XX/year>, which is inaccurate. 
When I contacted XXXX XXXX to inquire about this discrepancy, I was told by a representative that there was no record of an automatic transfer being set up on my account. This is demonstrably false, as evidenced by the consistent payment history for over XXXX years prior to XX/XX/year>. 
I then requested to speak with a supervisor. While the supervisor also stated they could not find a record of the automatic transfer setup in their system, they acknowledged that my payment history clearly indicated that such a setup had been in place. They recognized the consistent monthly withdrawals and agreed that it strongly suggested an automatic payment arrangement. However, they still maintained that their system showed no record of it. 
This situation is causing me significant concern and potential financial harm. I am worried about the impact on my credit report due to the missing payments that were supposed to be automatically deducted. 
I believe Navy Federal Credit Union has acted unfairly and potentially violated consumer protection laws by : * Failing to properly process my automatic loan payments : Despite a consistent history of successful automatic withdrawals, the payments abruptly stopped, and XXXX XXXX claims no record of the setup. 
* Failing to maintain accurate account records : Even after acknowledging the consistent payment history, XXXX XXXX has not corrected their records to reflect the automatic payment arrangement that was clearly in place. 
* Providing conflicting information : The representative and supervisor both acknowledged the likely existence of the auto-pay setup based on my payment history but contradicted this by stating there was no record in their system. 
I request the CFPB to investigate this matter and : * XXXX XXXX XXXX to thoroughly investigate the cause of the automatic payment failures and correct their records to reflect the established automatic payment arrangement. 
* Ensure that my credit report is not negatively impacted by these processing errors. 
* Require XXXX XXXX to provide me with a clear explanation of what caused the automatic payments to stop and what steps they are taking to prevent similar issues in the future. 
I have attached copies of the following documents : * Relevant pages of my business bank statements showing the auto loan payment withdrawals prior to XX/XX/year>.

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