Consumer complaint received 2023-12-16
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I came to the XXXX XXXX XXXX XXXX XXXX XXXX  XXXX ATM Location to deposit XXXX XXXX upon entering my card, I selected no receipt as Im paperless and use the text message receipts for record keeping of deposits. I selected deposit, entered XXXX $ all XXXX dollar bills and didnt realize I selected check deposit until it rejected my transaction twice, and the third time it sounded as the Atm computer counter started malfunctioning as it was attempting to read the XXXX $ dollar bills as checks which prompted me to notice I mistakenly selected deposit checks when my intention was to select deposit cash, as I dont have any checks. It partially dished out in three increments a total of XXXX $ and not the totaled XXXX $ that I initially deposited. As it prompted me i submitted the maximum amount of checks at one time. That is when I noticed it was on the checksdeposit and not the cash deposit. I selected back, and it asked if i needed to make another deposit. I selected yes, and made sure i selected cash. Although, I saw that it allowed up to XXXX bills, I proceeded to input in the XXXX XXXX $ bills in two separate increments. ( As the prior transaction the machine was jamming up for too many checks and I didnt want that to reoccur ) I noticed once it counted my first increment, it said total XXXX $ I counted the hundreds left in my hand and saw that it was only 3 XXXX $ bills instead of 6 {$100.00} bills. I immediately selected no shen it asked if XXXX $ ( 9 XXXX $ bills ) was correct amount for deposit which is when that transaction cancelled. I did a balance check to see, if the other XXXX $ ( 3 XXXX $ bills ) had been deposited on the checks side and it didnt reflect that it did. I proceeded to deposit that XXXX $ ( 12 XXXX $ bills ) into the account and printed the receipt. I was on hold for 1hr reporting the malfunction of the ATM. As, I understand I selected by mistake the incorrect depoit option, however the ATM shouldve been intelligent enough to reject all XXXX $ ( 15 {$100.00} bills ) instead of onky XXXX $ ( 12 {$100.00} bills ) I reported via phone, claim # XXXX and I submitted a claim via the app/emailing as well. Im literally in shock as I have an urgency which is why I came and deposited the money at night, as I usually deposit with teller in the branch ONLY. I stayed at the branch until the claim was submitted providing a provisional credit as a courtesy of this mishap this has caused me distress, shouldve been a welcomed gesture. The entire occurrence can also be deciphered by replaying the caneras as the way i desribed the occurrence of what haaoened will reflect visable. The company Im due to pay, ( in which the reason I came at night to deposit ) is charging me interest every 24hrs that my amount due isnt paid. Although most banks dont own the ATM attached, Im unsure if Navy Federal is that wwy as well. However, Im aware that generally there is atleast two people that balances out the ATMs, as my mother managed in Banking for decades. Im 100 % sure, that upon doing a balancing count in that machine that atleast*, the machine that is furthest to the left when facing ATM machines ( closest to the entry door ) is XXXX $ over. Im unsure if any one else has suffered this tyoe of inconvenience, but my heart gies out to elders whom arent alert enough and may do a deposit, and assume that the machine is 100 % accurate when it in fact can be faulty. Upon entering the bank, I requested to speak with a manager. The door greeter, instead called me and notified me that someone said the ATM wasnt over. While Im aware that the cash side maynt reflect an overage as the 3 ( XXXX $ bills ) wasnt counted. However, an internal investigation is necessary as whomever counted the ATM for the night of XXXX is not in honor. As they counted the checks, Im 100 % sure the 3 ( XXXX $ bills ) were noticed. But because it was jammed on the checks side that didnt count it, it technically didnt affect the cash accounting being off balance, my 3 ( XXXX $ bills ) was compromised. I feel robbed.

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