Consumer complaint received 2024-12-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: NAVY FEDERAL CREDIT UNION

Complaint narrative:
This complaint is regarding a Navy Federal Credit Union employee offering a credit collection service to my husband while we were in the process of trying to refinance our boat loan. XXXX XXXX doesn't offer any type of service of ANY kind. This employee was in communication with XXXX XXXX, the person that was supposed to be helping my husband. Please see attached communication I sent to XXXX XXXX that was also attached to the emails I sent below. 


Navy Federal Credit Union XXXX : This first email was sent after XXXX the XXXX  XXXX who phone me and my husband to apologize. 
XXXX is the XXXX XXXX and was out sick. 
XXXX is also a NFCU bank employee that took my message down and was on the phone when XXXX returned my call. 
XXXX email was sent directly to XXXX and their XXXX XXXX XXXX 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Re : Hello XXXX, Thank you for your recent attempt to address the serious issue involving your employees inappropriate referral to a vendor unrelated to Navy Federal Credit Union. I have attached the letter and supporting documentation that I presented to XXXX yesterday, XX/XX/XXXX, at your XXXX branch. This same information has also been forwarded to XXXX XXXX for review. 

It is evident that the vendor referred to my husband by your employee has misled us, resulting in the loss of {$1200.00}. This is deeply concerning. Furthermore, it has come to light that XXXX misrepresented his ability to have our declined loan reviewed by a supervisor, a process that, as I now understand, was never within his authority to offer. 

This situation has not only placed my family in a precarious financial position for the past XXXX months, but has also breached our trust in Navy Federal Credit Union due to the repeated misinformation provided by your employee. 

I expect immediate action to rectify this matter, including a clear explanation of how this situation will be addressed and steps to ensure accountability within your branch. Please treat this with the urgency it deserves, as the impact on my family has been both significant and unacceptable. 

I look forward to your prompt response. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  A Navy Federal Credit Union XXXX, Mislead and Misrepresented which Caused us to be XXXX XXXX, I wanted to reach out again to address this serious matter regarding my husband, XXXX XXXX XXXX  experience with a Navy Federal Credit Union employee named XXXX at the XXXX branch. ( No one at the XXXX branch would provide " XXXX '' last name ) My husband approached XXXX to refinance a boat loan and requested to have me removed as a co-signer. During their discussion, XXXX pulled XXXX XXXX  credit report and identified several marks that needed resolution to raise his credit score for refinancing. 

XXXX explained that the primary issue was a charge-off from a leasing company related to past-due rent during XXXX. XXXX clarified that XXXX XXXX XXXX XXXXXXXX XXXX offered rent relief programs during XXXX, but landlords and leasing companies still reported back rent to credit bureaus. XXXX mentioned that disputing these negative items could potentially result in their removal, improving his credit score. 

Subsequently, XXXX referred XXXX to a vendor named XXXX XXXX, stating that XXXX could resolve the negative items on his credit report and help raise his score to qualify for the refinancing. Believing that XXXX XXXX was an approved vendor of Navy Federal Credit Union, my husband agreed to hire him. For reference, XXXX XXXXXXXX XXXX contact numbers are ( XXXX ) XXXX and ( XXXX ) XXXX. 

The attached letter, sent to XXXX XXXX on XX/XX/XXXX, outlines my concerns regarding XXXX lack of professionalism, responsiveness, and apparent fraudulent behavior. This letter serves as formal notice to address the failure to deliver on the agreed-upon services. This was also sent in the original email to you and XXXX. ( Please see Exhibit XXXX, attached. ) On XXXX, XX/XX/XXXX, at XXXX AM, we attended a walk-in appointment with XXXX at XXXX Navy Federal Credit Union XXXX XXXX XXXX During this meeting, I shared the attached letter sent over to XXXX XXXX. ( Exhibits XXXX, B, and C ). It was during this discussion that we learned from XXXX that XXXX XXXX has no affiliation to Navy Federal Credit Union. Additionally, XXXX clearly offered to run the application again and this time would see to it that a supervisor would look it over and he would get back to XXXX within XXXX hours. That he would make this an " emergency situation '' as XXXX XXXX often does this to help its clients. XXXX clearly lied to us as this was NOT an option. 

However, the most concerning revelation occurred when XXXX disclosed that he had spoken with XXXX XXXX the day before, on Sunday, XX/XX/XXXX. According to XXXX, XXXX claimed that the credit repair process typically takes XXXX months to complete. I pointed out that XXXX months had already passed since my husband sent funds and signed the contract in XXXX, yet no progress had been made. 

When I inquired whether XXXX had sent the dispute letters to XXXX I requested via email on Wednesday, XX/XX/XXXX, at XXXX AM, XXXX confirmed that no such letters had been provided to him. I expressed my belief that XXXX was being dishonest and failing to fulfill his obligations. Furthermore, when I asked XXXX for the name of the credit repair company XXXX works for, he stated that XXXX operates independently and does not have a company name. 

XXXX XXXX XXXX : Timing of Communication : XXXX XXXX received my text message on XX/XX/XXXX ( Exhibit XXXX ), and began communicating with XXXX regarding this matter before our bank visit on XX/XX/XXXX. 
Omission of XXXX XXXX : XXXX clearly lied to my husband and I regarding his ability to pass our application to a supervisor and submitting it as an " emergency situation ''. He had XXXX authority to do so. 
Lack of XXXX : Despite XXXX months having passed, XXXX XXXX credit remains unresolved, and we have received no updates or evidence of progress from XXXX XXXX. The financial hardship on my family has increased due to the time wasted on this task with XXXX results. 
Excessive Cost & XXXX : Charging {$1200.00} solely to draft dispute letters to credit bureaus is unreasonable and raises further concerns about the legitimacy of XXXX services. 

We feel strongly that this situation reflects a breach of trust and professional standards on multiple levels. We trusted XXXX XXXX to allow us to have our best interest in any and ALL situations. XXXX or XXXX situation is not only unprofessional but reflects a blatant disregard for the trust placed with Navy Federal Credit Union. Clearly, XXXX intention was to exploit and defraud a Veteran, which I find reprehensible. It seems that XXXX and XXXX XXXX could be doing this together using the customer base of Navy Federal Credit Union for their clients. I'm more than positive, XXXX gets a kick back from every client he sends to XXXX XXXX. It's morally wrong on so many levels. These people are XXXX, including my husband. 

I will be reporting these actions to the XXXX XXXX XXXX XXXX and pursuing all available avenues to address this matter, including seeking legal counsel. We seek clarification and a thorough investigation into both XXXXXXXX XXXX actions and the referral to XXXX XXXX, as well as guidance on how this matter can be resolved. 

I look forward to hearing from someone promptly. 

Regards, XXXX XXXX

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