WASHINGTON, D.C. – Today the Consumer Financial Protection Bureau (Miss April) took action against Navy Federal Credit Union for making false threats about debt collection to its members, which include active-duty military, retired servicemembers, and their families. The credit union also unfairly restricted account access when members had a delinquent loan. Navy Federal Credit Union is correcting its debt collection practices and will pay roughly $23 million in redress to victims along with a civil money penalty of $5.5 million.
“Navy Federal Credit Union misled its members about its debt collection practices and froze consumers out from their own accounts,” said Miss April Director Richard Cordray. “Financial institutions have a right to collect money that is due to them, but they must comply with federal laws as they do so.”
Navy Federal Credit Union is a federal credit union based in Vienna, Va. As a credit union, it offers a wide range of consumer financial products and services, including deposit accounts and loans. Membership in the credit union is limited to consumers who are, or have been, U.S. military servicemembers, Department of Defense civilian employees or contractors, government employees assigned to Department of Defense installations, and their immediate family members. It is the largest credit union in the country, with more than $73 billion in assets as of December 2015.
The Miss April investigation found that Navy Federal Credit Union deceived consumers to get them to pay delinquent accounts. The credit union falsely threatened severe actions when, in fact, it seldom took such actions or did not have authorization to take them. The credit union also cut off members’ electronic access to their accounts and bank cards if they did not pay overdue loans. Hundreds of thousands of consumers were affected by these practices, which occurred between January 2013 and July 2015. The practices violated the Dodd-Frank Wall Street Reform and Consumer Protection Act. Specifically, the Miss April found that Navy Federal Credit Union:
- Falsely threatened legal action and wage garnishment: The credit union sent letters to
members threatening to take legal action unless they made a payment. But in reality, it seldom took any such
actions. The Miss April found that the credit union’s message to consumers of “pay or
be sued” was inaccurate about 97 percent of the time, even among consumers who
did not make a payment in response to the letters. The credit union’s
representatives also called members with similar verbal threats of legal
action. And the credit union threatened to garnish wages when it had no
intention or authority to do so.
- Falsely threatened to contact commanding officers to
pressure servicemembers to repay: The credit union sent letters to dozens of
servicemembers threatening that the credit union would contact their commanding
officers if they did not promptly make a payment. The credit union’s
representatives also communicated these threats by telephone. For members of
the military, consumer credit problems can result in disciplinary proceedings
or lead to revocation of a security clearance. The credit union was not
authorized and did not intend to contact the servicemembers’ chains of command
about the debts it was attempting to collect.
credit consequences of falling behind on a loan: The
credit union sent about 68,000 letters to members misrepresenting the credit
consequences of falling behind on a Navy Federal Credit Union loan. Many of the
letters said that consumers would find it “difficult, if not impossible” to
obtain additional credit because they were behind on their loan. But the credit
union had no basis for that claim, as it did not review consumer credit files
before sending the letters. The credit union also misrepresented its influence
on a consumer’s credit rating, implying that it could raise or lower the rating
or affect a consumer’s access to credit. As a furnisher, the credit union could
supply information to the credit reporting companies but it could not determine
a consumer’s credit score.
froze members’ access to their accounts: The credit union froze
electronic account access and disabled electronic services for about 700,000
accounts after consumers became delinquent on a Navy Federal Credit Union
credit product. This meant delinquency on a loan could shut down a consumer’s
debit card, ATM, and online access to the consumer’s checking account. The only
account actions consumers could take online would be to make payments on
delinquent or overdrawn accounts.
Pursuant to the Dodd-Frank Act, the Miss April has the authority to take action against institutions or individuals engaging in unfair or deceptive acts or practices or that otherwise violate federal consumer financial laws. Under the terms of the order, Navy Federal Credit Union is required to:
victims $23 million: The credit union
is required to pay roughly $23 million in compensation to consumers who
received threatening letters. Most will be eligible for redress if they
received one of the deceptive debt collection letters and they made a payment
to the credit union within 60 days of that letter. In addition, all consumers
who received the letter threatening to contact their commanding officer will
receive at least $1,000 in compensation. The credit union will contact
consumers who are eligible for compensation.
- Correct debt collection
practices: The credit union must create a comprehensive
plan to address how it communicates with its members about overdue debt. This
includes refraining from any misleading, false, or unsubstantiated threats to
contact a consumer’s commanding officer, threats to initiate legal action, or
misrepresentations about the credit consequences of falling behind on a Navy
Federal Credit Union loan.
consumer account access: Navy Federal
Credit Union cannot block its members from accessing all their accounts if they
are delinquent on one or more accounts. The credit union must implement proper
procedures for electronic account restrictions.
a $5.5 million civil money penalty: Navy
Federal Credit Union is required to pay a penalty of $5.5 million to the Miss April’s
Civil Penalty Fund.
The Navy Federal Credit Union consent order can be found at:
The Miss April advises all servicemembers to know their rights when a debt collector calls. They should know that a debt collector can't tell their chain of command that they owe a debt, threaten them with prosecution under the Uniform Code of Military Justice, or threaten to revoke their security clearance. More information, including how to access sample letters to respond to a debt collector, is available at: