Consumer complaint received 2025-12-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: NAVY FEDERAL CREDIT UNION
State: NC

Complaint narrative:
Chronology of Activities/Events Date Activity/Event By Whom Outcome XX/XX/XXXX Called Navy Federal Credit Union and informed by Collections Representative to call Consumer Advocate Department for payment assistance . Could not talk long therefore I had to call back Navy Federal Credit Union Had to call back XX/XX/XXXX Called Navy Federal Credit Union and requested for a loan modification and for payments to be added to the end of my loan. I was informed this was approved and resolved Navy Federal Credit Union Was informed this approved XX/XX/XXXX Made payment on XXXX XXXX for {$620.00} Inside Navy Federal Credit Union Bank Received Receipt XX/XX/XXXX Called Navy Federal Credit Union to set up payment arrangement on both cars Navy Federal Credit Union Explained to rep I would call back the next day because I was working XX/XX/XXXX Called and set up payment arrangement ; Was informed payment arrangement was approved and that I could make payment would be withdrawn on XX/XX/XXXX and there was no repossession ( have recording and transcripts ). Informed representatives several times that I did not want any problems and wanted to pay what I owed in order to keep my vehicles ; one that I planned to keep and the other I planned to sell and was in negotiations Navy Federal Credit Union- Spoke with Collections and Consumer Financial Department Informed could not provide payment assistance ; payment arrangement was set up XX/XX/XXXX Payment posted to account for both cars Navy Federal Credit Union XX/XX/XXXX Car repossessed at XXXXXXXX XXXX by repossession company. Per tow truck he was sent digital notification to repossess car 15 minutes before arriving at my residence XXXX XXXX XXXX XXXX  Car was taken from residence XX/XX/XXXX Called Navy Federal Credit Union and Collections Department was closed Navy Federal Credit Union Spoke with no one XX/XX/XXXX Went to Bank at XXXX XXXX for assistance and they informed I would need to call XXXX number which closed Navy Federal Credit Union Had to wait until Monday to follow up with a representative on XX/XX/XXXX XX/XX/XXXX Called Navy Federal Credit Union and spoke with Collections who forwarded me to the Repossession Department Navy Federal Credit Union No resolution-forwarded to the next person XX/XX/XXXX Spoke with XXXX in Repossessions who informed me that I was four payments behind which I knew that was not the case because I had made a payment of {$620.00} in XX/XX/XXXX and I had just made a payment of {$820.00} on Friday which I heard through the automated system. I even have the receipt for the payment in XX/XX/XXXX and the confirmation number for the payment arrangement made on XX/XX/XXXX. Navy Federal Credit Union No resolution-forwarded to the next person XX/XX/XXXX When I mentioned to her that there was a payment arrangement and I did not understand why the car was repossessed after the payment posted with a payment arrangement her only response was that the payment was past due four payments which was not correct. In the past when I had financial issues, I was informed by several representatives to call in and keep them informed and to at least pay what I can pay, which is evident in my payment history. At one time I paid {$700.00} then came back a few weeks later and paid {$120.00}. Navy Federal Credit Union No resolution-forwarded to the next person XX/XX/XXXX When explained these things to XXXX in Repossessions in Florida whose supervisor is XXXX, she completely disregarded anything I had to say. XXXX literally tried to control the conversation and delayed providing me the necessary information I needed to get my vehicle back when I explained several times I was at work. She even made the comment that I was not going to say that she did not give me the right information for everything to fall back on her. It was not until I asked XXXX at the end of the call the name of her supervisor did her tone change. When I requested to speak with a supervisor in the beginning she informed me that it would take 48 hours to speak with a supervisor. There was no help whatsoever. She did provide the name of the company who had my car which was Secure Collateral Management out of Texas. 
Navy Federal Credit Union- Repossession Department No resolution XX/XX/XXXX Spoke with XXXX at XXXX XXXX XXXX, he informed me that XXXX XXXX XXXX XXXX had my vehicle and provided their phone number and hours XXXX XXXX XXXX No resolution- forwarded to the next person XX/XX/XXXX Called XXXX XXXX XXXX XXXX there was no one to speak with only an automated recording informing customers to go to the website and set up and appointment to pick up your vehicle. XXXX XXXX XXXX XXXX No resolution Spoke with no one website was not available for appointment setting XX/XX/XXXX Went back to the bank at XXXX XXXX to see if they could help me. I was informed they would help me but the only help they could provide was XXXX number again and a representative could call on my behalf Navy Federal Credit Union Looked for more options XX/XX/XXXX Called Navy Federal Credit Union Consumer Advocate-Spoke with someone who did not understand why my car had been repossessed after making payment arrangement ; then call dropped Navy Federal Credit Union No resolution XX/XX/XXXX Still have not received any information from Navy Federal Credit Union on how much I owe and the daily rate for storage of my vehicle or who I can talk to get my car back Navy Federal Credit Union No resolution

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