Consumer complaint received 2025-07-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
XX/XX/XXXX entered NavyFCU branch seeking information on a low interest credit card marketing mailer. Was told must be member to access. Eligible as prior XXXX XXXX  and son of XXXX XXXX XXXX Opened required checking account. Provided personal information SSN for hard credit inquiry related to credit card. Was very explicit several times to rep I was only interested in offer if they made at the 10.9 % rate, or I would decline card. This was made clear from 1st contact as to why I entered XXXXranch. Rep submitted what I expected was inquiry and got instant approval for XXXX at 17.9 %. I told him highest rate didn't meet expectations for my XXXX credit score, which secured me in XXXX a 11.9 % CC at my XXXX XXXXXXXX. I told him I would decline this offer and close the checking account. He said I could not decline as this was already an issued Credit card. I reminded him I stated I only wanted to inquire and see the offer before I accepted. I was furious inside! I took a hard inquiry and now had to keep an account open I didn't need to keep - a credit card rate I didn't want - because if I immediately closed the CC account it would add another negative mark on my credit score. XX/XX/XXXX got welcome to NFCU. I replied in un-rejected email my displeasure with the entire process and current situation. I received no reply. XX/XX/XXXX I called the customer service line and sought to lodge my complaint. After explaining to initial rep XXXX, he disconnected call. I called back to XXXX answering again saying it was accidental. I asked to escalate and got XXXX XXXX. I explained, he replied he could not help me and that was the way they did credit cards. That the decision was made by a " back '' department who were not contactable when I asked how my rate was determined. He stated this was not public information and even he could not access. I reminded him I was not public or seeking other members private info. I was seeking MY private information I provided to them! Information they used to determine my offer. I wanted to know why my credit score didn't get me the lowest rate offered. He said that could not be provided. I asked for an escalation to someone who could obtain my information. He stated he would submit my request to a case manager, I asked him who that would be for documentation, he stated he didn't have that information. I asked for the submission ticket # or a confirmation # he stated those weren't available. He said he had nothing further and disconnected. Why would a banking institution not be as transparent as other local credit unions. I had just obtained a 11.9 % CC based on my XXXX credit score, and that document was provided for my banking records by XXXX at time of their offer, an offer I had the freedom to accept or decline. As I have also had with XXXX XXXX XXXX Full transparency, Full disclosure, the FREEDOM we earned to be able to see OUR information provided to their hands, the same Freedom all service members fight for. Why such a lack of transparency to the dishonor of eligible veterans and their families. The Navy is based on honor and trust and reliability earned, not just taking our choice away to a decline an interest rate based on GREED and not the hard earned credit score of a military veteran. Navy FCU needs to step up, be honest and transparent, put service members first and treat them how they want to be treated. Be honorable.

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