Consumer complaint received 2024-11-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I hope this message finds you well. I am writing to formally address a concern regarding my recent experience with Navy Federal related to the refinancing of my vehicle. 

On XX/XX/year>, I completed an online application for vehicle refinancing. As I am an existing customer, I was advised to call in to discuss my application further. During my call, a representative reprocessed my application. I explicitly expressed my desire to avoid an additional credit inquiry, as I had just had my credit run twXXXX days prior. The representative assured me that a second inquiry would not be necessary since it was within the 30-day window ; however, my credit was still pulled, resulting in a negative impact on my credit score. 

I requested to speak with a manager to report this issue. The manager informed me that she would review the recorded call and would take steps to remove the second inquiry if it was found to be an error on Navy Federals part. Unfortunately, when I sought information regarding the department handling my case, I was met with resistance. The representative refused to provide any details and threatened to disconnect the call when I inquired about customer relations. 

I am concerned about the lack of transparency and communication I experienced as a valued customer. I feel my sensitive information was required without proper reciprocation in terms of service or clarity regarding my situation. 


BELOW IS THE MESSEAGE WORD FROM WORD WITH NAVY FEDERAL MESSAGE CENTER FROM MY ACCOUNT Specialist. If you are calling from overseas, please call us collect at XXXX. We are available to assist you 24 hours a day, 7 days a week. 

We look forward to your response. 


Your Message XX/XX/year> : I would like to proceed with my refinancing application since my credit was already pulled please Navy Federal Response XX/XX/year> : Thank you for using Navy Federal for your loan needs, XXXX XXXX. 

Please be advised that since you are attempting to refinance an existing Navy Federal loan, this request will not be considered a Third Party refinance or be eligible for any refinance promotion or incentive. Applications requesting to refinance an existing Navy Federal loan are only accepted if submitted via Navy Federal 's member service line or by visiting a branch. Applications submitted via on-line application system are not acceptable. To proceed with your request, you will need to resubmit a new application by calling the phone number listed below or visit a branch.

Since we can not proceed with this application, it will be declined, and you will receive a decline letter in the mail within 5-7 business days. Please note the declined application will not appear on your credit bureau, only the inquiry from when the application that was submitted will be reflected on your credit bureau report. 

If you have any questions or need further assistance, please call our XXXX XXXX at XXXX ( XXXX ). Follow the prompts for Consumer Lending and ask to speak with a Consumer Loans Specialist. If you are calling from overseas, please call us collect at XXXX. We are available to assist you 24 hours a day, 7 days a week. 

We look forward to your response.

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