Consumer complaint received 2025-11-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Loan opened without my consent or knowledge
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/2022, I purchased a vehicle using an auto loan of {$19000.00} through Navy Federal Credit Union. At the time of this purchase, I was an active-duty service member. The information submitted to Navy Federal at funding was represented as accurate and complete by the parties involved in the transaction. 

After the loan was funded, I later identified multiple inconsistencies in the vehicles documentation, including mismatched mileage records, irregular title transfers, and information that did not align with what was used during the loan-funding process. These issues were not disclosed to me at the time of purchase, and I did not authorize or participate in submitting any incorrect or misleading information in connection with the loan. 

During my review, I contacted Navy Federal to request copies of all documents used to support and fund the loan. Navy Federal informed me that the only documents they had on file were an electronic promissory note, an electronic title record, and a XXXX report. No additional supporting documentation was available, which raised concerns about the completeness and accuracy of the information used at the time the loan was approved. 

Additionally, Navy Federal did not notify me of any issues despite the fact that it took approximately five months for them to receive the vehicles title. This extended delay is far outside the normal timeframe for lien perfection. No questions or concerns were raised to me during this period. I contacted Navy Federal by phone to ask about the status of the title because I was unable to obtain my permanent tag due to the delay and had not received any documentation. I was informed that the title was still processing, and no concerns or irregularities were communicated to me at that time. 

There were also noticeable mileage inconsistencies across the documents that Navy Federal had access to. The same odometer reading of XXXX appeared on the XXXX report dated XX/XX/2022, on my Buyers Order dated XX/XX/2022, and again on the electronic title submitted to Navy Federal on XX/XX/2022, five months after funding. A vehicle moving through transportation, dealership intake, inspection, and sale would not realistically retain identical mileage over this span. This identical mileage appearing across multiple dates should have been identified either during Navy Federals loan funding review or through proper account monitoring, as I was told that Navy Federal monitors these accounts.

Once I obtained independent records and compared them to the information in Navy Federals file, it became clear that the loan had been funded using incomplete or inaccurate information. I have since submitted a Declaration of Forgery/Fraud form to Navy Federal and requested a full fraud investigation into the documents and information submitted at the time the loan was created.

I am requesting CFPB assistance due to the financial harm caused by these discrepancies and to ensure that Navy Federal fully investigates the inaccuracies in the loan-funding documents and addresses the impact this situation has had on my account.

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