Consumer complaint received 2024-12-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: NAVY FEDERAL CREDIT UNION
State: CO

Complaint narrative:
On XX/XX/XXXX, I sent a billing error notice to Navy Federal Credit Union at the billing error address specified in their publicly available document titled Navy Federal Credit Union Credit Card Pricing Terms, which can be found on their website at : XXXX XXXX XXXX 

The letter was sent to : XXXX XXXX XXXX XXXX XXXX XXXXXXXX. 

This letter was sent via certified mail with tracking number XXXX XXXX XXXX XXXX XXXX XXXX and was XXXX for by XXXX XXXX on XX/XX/XXXX, as confirmed by XXXX XXXX XXXX, which has tracking number XXXX XXXX XXXX XXXX XXXX XXXX. Copies of both tracking confirmations, the signed XXXX Form XXXX, and the relevant Navy Federal Credit Union Credit Card Pricing Terms specifying the billing error address will be attached to this complaint.

Under 15 U.S.C. 1666 ( a ) ( B ) of the Truth in Lending Act, creditors are prohibited from engaging in collection activities or taking adverse actions on a disputed amount until the billing error is resolved. Furthermore, the law requires the creditor to resolve the billing dispute within two complete billing cycles, but not more than 90 days after receiving notice of the dispute.

Despite these requirements, Navy Federal Credit Union contacted me by phone robocall on XX/XX/XXXX and XX/XX/XXXX to demand payment of the disputed amount prior to resolving the issue. Upon calling Navy Federal back on XX/XX/XXXX they confirmed the call was an attemp to secure payment for the credit card account currently in billing dispute. 

In the call they admitted to attempting to collect the debt despite the account being under dispute, in direct violation of 15 U.S.C. 1666 ( a ) ( B ).

Stated that my billing error submission " does not absolve [ me ] of [ my ] debt to Navy Federal '' rather than addressing why they were engaging in collection actions prohibited under the law. 

Further exacerbating the issue : On XX/XX/XXXX, Navy Federal Credit Union reported my account as closed to XXXX. This is an adverse action as defined under 15 U.S.C. 1666, as it occurred during the billing dispute process and before the resolution of the billing error.

Navy Federal further violated 15 U.S.C. 6802 ( b ) by sharing my non-public financial information with non-affiliated third parties, specifically credit bureaus, over XXXX times, without providing me the required opportunity to opt out before sharing. After I submitted a complaint to the CFPB ( case number XXXX ), which Navy Federal acknowledged receiving on XX/XX/XXXX, they blatantly ignored the law. Despite acknowledging receipt of the complaint, Navy Federal proceeded to violate 15 U.S.C. 6802 ( b ) again by sharing my non-public financial information an additional three times.

These actions demonstrate a willful disregard for federal law/code, including the Truth in Lending Act and the Gramm-Leach-Bliley Act, further compounding the harm caused. 

An image of the XXXX report, pulled on XX/XX/XXXX, is attached as evidence of this adverse action. 


Attachments : - XXXX of the certified mail receipt ( tracking number XXXX XXXX XXXX XXXX XXXX XXXX ) showing delivery and XXXX by XXXX XXXX on XX/XX/XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX with tracking number XXXX XXXX XXXX XXXX XXXX XXXX, confirming receipt and signature by Navy Federal.

- Copy of the publicly available document titled Navy Federal Credit Union Credit Card Pricing Terms, specifying the billing error dispute address ( available at XXXX XXXX XXXX XXXX 
- Copy of the billing error dispute letter sent to Navy Federal Credit Union on XX/XX/XXXX. 
- A recording of the phone call, made in compliance with XXXX one-party consent law ( XXXX. XXXX ), which allows recording without the other party 's consent. Additionally, Navy Federal 's representative stated that the call may be monitored or recorded, providing further consent for recording. This recording captures Navy Federal admitting to attempting to collect the debt despite the account being under dispute and dismissing my rights under 15 U.S.C. 1666 by stating that the billing error submission does not absolve me of the debt. 
- Image of the XXXX report, pulled on XX/XX/XXXX, showing that Navy Federal Credit Union reported my account as closed on XX/XX/XXXX, during the unresolved dispute.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief