Consumer complaint received 2021-11-06
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
Beginning in XXXX of XXXX, my Navy Federal Credit Union account XXXX in XXXX began to have rolling overdraft fees that were originally started by two transactions that I did not authorize, and which were since refunded. 
Transaction # 1 - XXXX {$630.00} / XX/XX/XXXX Transaction # 2- XXXX XXXX {$200.00}/ XXXX, XXXX, XXXX. 

I was informed by XXXX on XX/XX/XXXX that the item was cancelled and I was due a refund. I was told that the refund was processed and to expect it soon. On XX/XX/XXXX XXXX informed me that a manual 'push-refund ' was started by a back-office department and would reflect on my card in 2-3 days. After waiting for nearly a month, XXXX told me that the refund " was not correctly processed by the manual team and it will be resubmitted for processing. '' Still, no refund. On XX/XX/XXXX I once-again contacted XXXX and was told that the refund still hadn't been processed, paperwork was not properly filed, and it would be processed in 2-3 working days. 

Today, XX/XX/XXXX I finally see that the refund has processed into my account. This refund was initially promised to me on XX/XX/XXXX, then again on XXXX, XX/XX/XXXX, and finally processed nearly three months after the initial purchase which I was told was stopped and should have been refunded immediately. This situation led to a cascading amount of fees. Had this {$630.00} not been removed from my account, I would not have been charged fees. 

On XX/XX/XXXX XXXX XXXX took a {$200.00} ACH out of my account. I immediately contacted XXXX XXXX and was informed that this was an error on their end and they would refund the money. I asked on a processing timeframe and they said that any money due back into my account would take up to 20 business days to process, even though this transaction was not originally approved by me. On XX/XX/XXXX I was finally refunded the {$200.00} which was removed from my account on XX/XX/XXXX. XXXX said that they apologized for the issue, and while they did rectify the issue by refunding me the amount, they were not liable for any fees that my financial institution charged on my account, as it was not with XXXX XXXX. 

When the first XXXX charge was taken from my account, I contacted NFCU and was informed that Navy Federal would work with XXXX, would open a dispute if needed, and would refund any fees that were charged to my account which resulted from this charge and funds being removed from my account. I clarified with the agent on the phone and she said yes, any fees that result from this charge will be refunded. We will recalculate your daily balance as if this {$630.00} never left your account and will refund any fees. I was also told the same thing in XXXX when I called in regarding the XXXX XXXX transaction. My daily balance would be recalculated from the date of the original transaction and if it ended the day positive, no {$20.00} OOPS fee would be assessed. 

I will list the fees I was charged, the ending daily balance, and what it would have been had the value of the transactions been in my account. They are listed in order they were charged, beginning XX/XX/XXXX and ending XXXX. 
Total Fees charged in XXXX due to XXXX Charge {$20.00} ( XXXX {$20.00} OOPS fee ) Total Fees charged in XXXX due to XXXX Charges {$160.00} ( XXXX {$20.00} OOPS fees and XXXX {$29.00} Returned Item Charge ) Total Fees Charged in XXXX due to XXXX {$100.00} ( XXXX {$20.00} OOPS fees ) *One {$20.00} fee was refunded by a phone agent as she saw the havoc that this was doing to my account, but was unable to return more without management approval* Total Fees Charged XX/XX/XXXX-XX/XX/XXXX due to these transactions not yet being refunded {$60.00} ( XXXX {$20.00} OOPS fees ) I am seeking a refund of {$280.00} in fees charged from XX/XX/XXXX to XX/XX/XXXX 1 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Balance $ XXXX ( $ XXXX after fee ) Adjusted {$490.00} ( {$510.00} with fee added back ) 2 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( {$120.00} after fee ) Adjusted {$740.00} ( {$760.00} with fee added back ) 3 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( {$320.00} after fee ) Adjusted {$940.00} ( {$960.00} with fee added back ) START OF FEES AFTER XXXX XXXX {$200.00} AND XXXX {$630.00} ARE BOTH MISSING FROM ACCOUNT 4 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( $ XXXX after fee ) Adjusted {$760.00} ( {$780.00} with fee added back 5 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( - {$420.00} after fee ) Adjusted {$430.00} ( {$450.00} after fee added back ) 6 ) XX/XX/XXXX Returned Item Fee XXXX {$29.00}. This charge would have posted to my account and would have been paid as my balance would have been positive. 
7 ) XXXXXX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( $ XXXX after fee ). Adjusted Bal {$520.00} ( XXXX with fee ) 8 XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( - {$520.00} after fee ) Adjusted Bal {$330.00} ( {$350.00} with fee added back ) 9 ) XX/XX/XXXX OOPS Fee {$20.00} Ending Bal $ XXXX ( $ XXXX after fee ) Adjusted Bal {$420.00} ( {$440.00} with fee added back ) 10 ) XX/XX/XXXX OOPS fee {$20.00} Ending Bal $ XXXX ( $ XXXX after fee ) Adjusted Bal {$770.00} ( {$790.00} after fee added back ) 11 ) XX/XX/XXXX OOPS fee {$20.00} Ending Bal $ XXXX ( XXXX after fee ) Adjusted Bal {$760.00} ( {$780.00} after fee added back ) XX/XX/XXXX {$200.00} XXXX XXXX FEE REFUNDED AND ADDED BACK TO BALANCE. 
12 ) XX/XX/XXXX OOPS FEE {$20.00} Ending Bal $ XXXX ( XXXX after fee ) Adjusted Bal {$940.00} ( {$960.00} with fee refund ) 13 ) XX/XX/XXXX OOPS FEE {$20.00} Ending Bal $ XXXX ( {$390.00} after fee ) Adjusted Bal {$250.00} ( {$270.00} with fee ) 14 ) XX/XX/XXXX OOPS FEE {$20.00} THIS WAS CREDITED BACK BY CUSTOMER SERVICE DUE TO A REFUND OCCURING ON THE ORIGINAL CHARGE All other remaining OOPS fee From XX/XX/XXXX to current I am not seeking a refund on.

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