Consumer complaint received 2025-08-31 00:00:00
Product: Debt collection — Auto debt
Issue: Electronic communications — You told them to stop contacting you, but they keep trying
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
CFPB Complaint Violation of Cease-and-Desist Demand & Deceptive Practices Summary of Complaint : Navy Federal Credit Union has violated my formal cease-and-desist demand and my request for written correspondence by mail. Instead, they sent a contradictory message through their internal portal, continuing to assert liability for an unverified debt while simultaneously claiming their response was not an attempt to collect a debt. These actions violate federal law and consumer protections. 

Details : On XX/XX/, 2025, I issued a Cease-and-Desist Demand disputing the validity of an alleged auto loan and requesting that all future correspondence be sent in writing via XXXX mail. I asked NFCU to stop sending me further correspondence that fails to provide lawful proof of debt under 15 U.S.C. 1692g. I invoked protections under the Fair Debt Collection Practices Act ( FDCPA ), Truth in Lending Act ( TILA ), and the Virginia Consumer Protection Act ( VCPA ). 
On XX/XX/2025, Navy Federal acknowledged being in receipt of my demand and claimed to have updated their records. 
However, on XX/XX/2025, they sent a letter through the Navy Federal app portal ( not via mail, as I had required ). This violated my written communication request. 
In that same letter, Navy Federal used contradictory language : At the top, they wrote : We are in receipt of the documentation you forwarded regarding your Navy Federal account ( s ). The documents you provided do not release you from your obligation to Navy Federal, and you remain responsible for the repayment of your debt ( s ). 
At the bottom, they stated : This notice is purely informational, based on your contact with us, and is not an attempt to collect a debt. 
These statements are inconsistent and misleading one asserts liability and threatens continued collection, while the other disclaims collection intent. This is a deceptive communication that violates consumer law. 
To date, Navy Federal still has not produced the signed promissory note or retail installment sales contract needed to legally validate this debt.

Violations : FDCPA 805 ( c ) Continued communication after a cease-and-desist.

FDCPA 808 & 807 Using false, deceptive, or misleading representations in connection with a debt.

Failure to honor written communication preferences by sending correspondence electronically through their portal instead of by mail.

FCRA & TILA violations Continuing to assert and enforce an unverified loan.

VCPA violations Engaging in unfair and deceptive collection practices under Virginia law.

Harm : Navy Federals disregard of my rights has caused XXXX, confusion, and reputational harm through continued reporting of this disputed account. Their contradictory communications demonstrate bad faith and an attempt to obscure accountability. 

Requested Resolution : I request that the CFPB require Navy Federal to : XXXX. Cease all collection activity and electronic communication ; 2. Provide all future correspondence only via XXXX mail, as previously requested ; 3. Produce the original signed promissory note or contract to validate this loan ; 4. If unable, promptly release the lien, refund all payments made, and delete all related credit reporting.

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