Consumer complaint received 2020-09-24
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I needed healthcare for my Veteran son who was going to turn XXXX   years of age and age out of Healthcare coverage through XXXX XXXX and XX/XX/XXXX. He also needed XXXX coverage as soon as the XXXX coverage ended. 
XXXX XXXX XXXX PHONED ME AND ASKED ME IF I NEEDED HEALTHCARE. I said to the representative of XXXX XXXX   XXXX what I just typed ... .his name was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I told him my Veteran son XXXX XXXX Just XXXX college and was not employed and was trying to help him and he wanted to get me supplemental UVA BENEFITS but that I did not want to be charged till End of XXXX when XXXX ended. I also said that we were moving and that we were unsure if we would be out of XXXX XXXX and may need family coverage for 3 of the family members. I told him also my other Veteran XXXX XXXX have VA Health and he said heres my number ... I will look into a good health plan for You after he discussed XXXX XXXX XXXX costs with me ... and I said I had to first talk to my spouse. That was XX/XX/XXXX. 
XX/XX/XXXX I called him and he returned my call from message I left and text to call back. He spoke to my husband and said after discussing coverage for healthcare supplemental that he would need a routing number and checking number. XXXX XXXX wanted to use a credit card But XXXX XXXX said No! He could only use checking infor for billing. 
We said we did not want to be billed prior to XX/XX/XXXX. He said not a problem. 
So HE LIES!!! But we did not know he lied. So he was a nice guy and then we got more coverage for the family and what happened was that everything he said would happen ... PACKET IN NAIL AND MEMBER CARDS ... NEVER HAPPENED. Email and that was it. And the providers were not in network that were sent. Membership for {$170.00} came out of checking # XXXX Navy Federal Credit Union XX/XX/XXXX and XX/XX/XXXX ... {$75.00} And still we had no member cards. He never returned calls! Then when XXXX called him it was XXXX XXXX CALLING XXXX XXXX and suddenly the number is now XXXX XXXX XXXX XXXX XXXX XXXX Never got the member packet nor the membership card in the mail. 
{$330.00} + {$20.00} for XXXX XXXX  on XXXX credit card for healthcare and providers they charged us for but providers we had to pay for but they never told us! The XXXX XXXX XXXX never sent member cards either. Would not answer the phone and long hold times that disconnected. I had to spend 20 hours over 5 days and finally got through 10 minutes before they closed on a Friday. 
The other insurance called XXXX because he left a message to call him from the XXXX XXXX XXXX XXXX XXXX said to call that no one ever answers! 
So then another number was XXXX XXXX XXXX XXXX XXXX and she cancelled XXXX XXXX XXXX   XXXX XXXX ... was cancelled by XXXX from the XXXX XXXX XXXX when I waited 23 minutes on hold. XXXX XX/XX/XXXX and XXXX cancelled on XX/XX/XXXX / XXXX But the other I was told from XXXX at XXXX XXXX that there is an Insurance Management Group for Market Place and there they become a Biller third party and called I XXXX XXXX XXXX XXXX XXXX again will not answer the phone! I CALLED NAVY FEDERAL CREDIT UNION AND ASKED THEM THE CHARGED ON MY # XXXX account checking joint for {$170.00} {$75.00} And I was told that the charges all from the same biller began on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and I XXXX XXXX XXXX Banker asked me to phone the biller to see if I could get them to cancel. 
XXXX XXXX said they are with XXXX XXXX and they would never use 3rd party for insured health members because they go through underwriting with The Golden Rule. 
So here this guy XXXX XXXX scammed my family and 2 Veterans out of nearly {$750.00} and my son another {$350.00} or more and through this biller on my joint account I XXXX XXXX XXXX even tried to charge again XX/XX/XXXX For {$75.00} after I closed # XXXX and opened # XXXX and NAVY FEDERAL CREDIT UNION RECEIVED A LETTER STATING WE AGREED TO TGE PURCHASE OF SERVICES. YES!!! HEALTHCARE!!! 
Not ... CAR INSURANCE!!! 
But the services for what we paid? 
Was for nothing! We had no coverage for Our Son XXXX because it is FRAUD! 
So Navy Federal would not credit our checking account for the XX/XX/XXXX charge {$170.00} Nor tge XX/XX/XXXX charge of {$75.00} because they said we agreed. 
We did not agree to the charges before XX/XX/XXXX and certainly not for car insurance ... if that was even provided as I doubt. I only called the number from the email XXXX received XXXX Its awful that Navy Federal told me that they would dispute it and refund it and then say they would not and it is the only fraud charge J ever reported in all my life with any bank and I am XXXX years old. My husband is XXXX and we were taken advantage of as so many are. Bring that I XXXX XXXX XXXX ARE FRAUD LIARS AND DO NOT PROVIDE TGE SERVICES BILLED FOR XXXX XXXX XXXX It is shameful. It did not cost the bank anything to see the truth here from the cover up lie. If I received services ... where are my member cards. Why didnt the bank ask for proof they sent me membership cards for healthcare that never happened. I was told I had been approved for XXXX XXXX XXXX! Then I was told XXXX XXXX XXXX! Then it was XXXX XXXX and then UVA SUPPLEMENT FOR TGESE REASONS ... 
NAVY FEDERAL CREDIT UNION KET ME DOWN. Never was I told when opening account that 60 days to dispute item. But. Besides all that ... I wou on d not have cancelled waiting waiting waiting for my member cards and provider list they had ne pay for? Those fees were on a credit card and the company cancelled those but the bank closed my account and opened another and would not fight to get my money returned to my funds of {$170.00} and another {$75.00}. 
It is really bad. 
Thank You XXXX and XXXX XXXX My son XXXX XXXX still has not received his cards and likely will never either. XX/XX/XXXX

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