Consumer complaint received 2025-11-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I am writing to formally dispute and request the removal of late payment entries that are currently being reported on my credit report for three Navy Federal Credit Union accounts two credit card accounts and one auto loan. 

I contacted Navy Federal to request a one-time courtesy removal of these late payments. I had never made such a request before, and the representative I spoke with assured me that the removal would be processed as a courtesy once the accounts were paid. Based on that assurance, I followed through in good faith, ensuring that two of these accounts are now paid in full and offering to make a pay-for-delete on the remaining balance. 

However, despite my compliance and the representatives commitment, the promised courtesy removal was never honored. In addition, Navy Federal has exceeded the XXXX time period allowed under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681i ( a ) ( 1 ) ( A ), which requires a furnisher of information to complete an investigation and respond to a consumer dispute within XXXX days. When no verified response or correction is provided within that timeframe, the disputed information must be deleted from the consumers credit report. 

Therefore, the continued reporting of these late paymentswithout timely verification or correctionconstitutes a potential violation of the FCRA. Furthermore, the misinformation provided by the representative regarding the promised removal may also fall under unfair or deceptive practices, which are prohibited under the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692e. 

It is also important to note that Navy Federal has previously extended similar courtesy removals to other members, which suggests selective treatment and inconsistency in how member accounts are handled. 

Given these facts, I am requesting the following actions : Immediate deletion of all late payment notations on the three accounts in question, as required under FCRA guidelines due to non-response within XXXX  days.

A written statement confirming the investigation results and the actions taken.

Consideration of my one-time courtesy removal request, as I have never requested this before, and I have acted in good faith to bring all accounts current or paid in full. 

These negative marks are currently preventing me from closing on my home mortgage, despite my consistent efforts to maintain financial responsibility and a positive relationship with Navy Federal. I respectfully request that this matter be reviewed promptly and resolved in accordance with the Fair Credit Reporting Act and Navy Federals standards of fairness and member service. 

Thank you for your time and immediate attention to this matter. Please provide written confirmation of your findings and actions within XXXX business days. 

{$3000.00} card -paid off auto loan - paid off $ XXXX credit card

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