Consumer complaint received 2024-03-11 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
I am at a lost, I spoke with a representative at Navy Federal Credit Union on XX/XX/XXXX or XX/XX/XXXX on a recorded line and on XX/XX/XXXX regarding my setting up a payment arrangement for my credit card account. I spoke with them and agree to make a payment arrangement of {$150.00} on XX/XX/XXXX & {$170.00} on XX/XX/XXXX to bring my past due balance up to date. Again all of this is suppose to be recorded! Today XX/XX/XXXX Navy federal took XXXX out my saving account and sent my account to collections after I spoke with them and we both agreed on a payment arrangement. I sat on the phone with 4 different departments today trying to see why my account was sent to collections after navy federal agreed to a payment arrangement with me. No one could tell me why! How do you agree to allow me to pay the debt and then send it to collections in the middle of the payment arrangement?? I received no notice that my account was going to collections and the representative never said that when I called to set up the payment arrangement. I was told everything was okay. How are you just going to send my account to collections in the middle of a payment arrangement and refuse to reverse the charge!!! I was out of work and in the hospital for more than 4 more which resulted in me losing my job and having ok way to pay. As soon as I was able to pay I contacted navy federal to set up the payment arrangement to get back on track with my payments. Why was my account sent to collections.l and I received no notice at all? You just take my money out my account and didnt even give me the option to pay it, settle or anything! I have been with navy federal for over 7 years and up until this point I have loved navy federal dearly! I trusted this institution with my money and you broke my trust! I agreed to pay the debt how can you send my account to collections then garnish my account t for the full balance? I am beyond hurt and destroyed! I have a sick XXXX  I have to pay for XXXX for and I am now not able to do that! This is completely unfair to me. No one could explain to me why my account went to collections while under a payment arrangement! And the representative XXXX I spoke with today is collections was not only heartless but rude and cold. She didnt even care or try to help me at all. I have never spoken to anyone at navy federal so rude and heartless! You are dealing with peoples money. XXXX Told me she say the notes and payment arrangements and couldnt tell me why it still went to collections and basically said oh well deal with it. I am beyond hurt and angry that my bank would do this to me. I trust navy deal with the most important asset I have my money! I was transferred to some man who was just as heartless and XXXX and basically told me he dont know why ore collection sent my account over if I had an agreement and he cant see the notes l. He said he tried to reach out to them but no one answered. He only gave me the option to settle or or do nothing! This is completely unfair to me a dedicated member.

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