Consumer complaint received 2026-01-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
XXXX XXXX XXXX was repossesed on XX/XX/XXXX at approximately XXXX XXXX eastern standard time. The tow driver allowed me to retrieve my belonging from the vehicle, and provided information on who was needed to call in order to get the car back. Navy Federal Credit Union was called at around XXXX XXXX eastern standard time to see what the next steps were, what was required to be paid off, what fees there were and what insurance would need to be covered. Called XXXX XXXX again at XXXX XXXX eastern standard to verify all gathered information. Final call of the XXXX was at XXXX eastern standard, and at that point they had not confirmed what the repo fee was, but told me that I would have to pay off the balance of XXXX $ in order to get caught up with my loan. 

XX/XX/XXXX at XXXX am eastern standard I once again reached out to Navy Federal to find out what the repo fee would be and was told at that time that it would be XXXX $ for that fee. In total I was told that I would need to pay XXXX and XXXX to get my car back. That I would need to provide the Declaration Page from my insuarnce and that I would need to have full coverage with a deductable ot XXXX $ or less on the car. 

XX/XX/XXXX the balance of XXXX $ was paid from my Navy Federal Credit Union account. I contacted navy Federal over the phone at XXXX XXXX eastern standard to make the payment. I then reconfirmed that the repo fee was XXXX, and that was all that I had left outside of gaining full coverage for my car. 

XX/XX/XXXX my XXXX, XXXX, purchased full coverage for my car as well as his through the insurance company XXXX. As this was late at night, approximately XXXX eastern standard, I was not able to phone the insurance company nor XXXX XXXX as both the required departments were closed for the evening. 

On XX/XX/XXXX I attempted to contact the repo tem of Navy Federal to pay off the repo fee of XXXX XXXX but was told that they were closed until the following day. 

On XX/XX/XXXX I made the phone call to pay off everything that was owed for the repo fee, and at that point I was informed by the representative that I still owed a balance of XXXX and wouldn't be able to get my car back until that was paid. This was new information to me as the previous representatives had quoted the XXXX and the XXXX, both of which were paid in full by then. They also informed me that the declaration page that I had sent to them via XXXX 's application was invalid and that I needed XXXX to send it to them directly. This was perplexing as the previous representatives took the declaration page from XXXX 's application without any issue. ( The declaration page for was sent to Navy Federal through XXXX 's application on XX/XX/XXXX around XXXX eastern standard. ) Later in the day of XX/XX/XXXX I paid the XXXX that was still owed, and called XXXX to have them send in the declaration page. At XXXX XXXX eastern standard I began to work with a representative from XXXX to have them email my declaration page to Navy Federal. However due to unknown reasons the representative sent the email to the incorrect email address. Instead of sending it to XXXX they sent it to XXXX. How they messed that up is beyond me and I stated and spelled the email multiple times. 

Regretfully, as I work night shift, I didn't call Navy Federal back that day to double check that they had gotten the email. This is the XXXX and only failing I had during this entire process outside of failing to make the payments and falling into repossession. 

Finally, on XX/XX/XXXX I called Navy Federal back to see when my vehicle would be released and I would be able to pick it up. At that point I was told that I had " missed the deadline '' for getting my paperwork in. I regret to say that I lost my temper at the advisor when they said that and informed me that the only way to get my vehicle back was to " pay the loan in full ''. IE to pay off the remaining balance of XXXX $ before the car was sold as it was already at auction. At this point I informed them that I had sent in the documentation on the XXXX, and they searched for it. They could not find it. 

So I reached out to XXXX once more and discovered the previous representative 's failure, and had them resent the declaration page to Navy Federal. Once I confirmed that it was sent and that the email the previous representative had sent it to was incorrect, I requested that a complaint be filed against that representative. This wouldn't ahve occurred if they hadn't messed up. 

After that I reached out to Navy Federal once more and confirmed that they had gotten the email only to be told, " Sorry there is nothing that we can do, the only way to regain the vehicle is to pay off the XXXX $ '' and that the amount to be paid off will increase every XXXX weeks the car is held.

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