Consumer complaint received 2025-01-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
I fell behind on my Navy Federal XXXX in early XXXX. It was a new card and I hadn't had it very long. Due to a family emergency, I was unable to make my payments. 

XX/XX/XXXX - I transferred {$25.00} to my credit card XX/XX/XXXX - {$52.00} was auto-transferred from my checking to my XXXX. I called and was told as long as there are no arrangements on my XXXX account, auto transfers may occur. I was transferred to make arrangements. I spoke to a rep and we made arrangements to transfer {$110.00} from checking to XXXX on XXXX. He told me to call back at that time to make another arrangement. 

Thursday, XXXX - Overnight {$110.00} was transferred per the arrangement. 

Friday, XX/XX/XXXX - {$110.00} was posted and {$160.00} was auto-transferred from my checking account. 
- I called in and spoke with XXXX in collections to explain what I was told by the rep on XX/XX/XXXX. He told me he could release the funds but my arrangement would have to be for the full past-due amount not just the next payment. I explained I didn't want to make a payment arrangement I couldn't keep and asked to speak to a supervisor. 
- I was then transferred to XXXX. Explained the situation to XXXX and he apologized for me being misinformed on XX/XX/XXXX. He agreed to release the funds if I agreed to speak with the Personal Finance Management department to receive help. He told me if they were unable to help me I could call back to make arrangements. I was transferred. 
- I didn't catch the lady 's name I spoke with in the Personal Finance Management department, but we were on the phone for over an hour going over my finances. They could not help me but she gave me great tips and I was confident in my ability to get back on track after speaking to her. She suggested I order prepaid cards to help me budget which I immediatily ordered when I got off the phone with her. 
- I was feeling really good about Navy Federal. Though I was barely keeping my head above water, I felt like my bank was there to help. 

Today, Monday, XX/XX/XXXX- I called in to speak back to collections to make an arrangement on my account to pay the past due balance by XXXX and to have the funds that were auto transferred released. As I was told to do if the Personal Finance Management Department couldn't help me. The rep made the arrangement and released the funds. 

- When we got off the phone, I looked at my XXXX account and saw the account was closed! I called in and was told by XXXX that it closed today, XX/XX/XXXX. In all the calls that were made XXXX mentioned I was in jeopardy of the account being closed. In all the calls on Friday nobody said to me if you don't make a payment today your account will be closed tomorrow. I spoke to 3 different people about payments and nobody cared enough about me as a person to say if I release this money back to you, your account will be closed. Nobody cared enough to say hey we need you to pay and addtional amount along with the payment we auto-tranferred or your account will be closed. Nobody gave me an opportunity to avoid this situation. I was just another call. I was barely keeping my head above water and now I'm drowning. An account closed by a financial instituation is going to be horrible on my already struggling credit but nobody cared. The only explanation given to me was that it was in my disclosures. No humanity.

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