Consumer complaint received 2023-11-13
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:
I have repeatedly had problems with Navy Fed. They stole {$250.00} and {$79.00} from my account when I repeatedly advised them I had no part in whatever took place on my account. I advised them of my account information being stolen and another time lost but they've repeatedly ignored me! I requested appropriate paperwork to file whatever I needed to dispute each issue and wasn't given it and was also ignored. I was told I used abusive and profane language and therefore they weren't going to honor my legal serious requests. I have the message I sent that they are claiming this on. It absolutely doesn't contain any abusive nor profane language! Whoever responded has to be in their feelings, is very unprofessional, and incompetent! They need to comprehend and understand that them stealing my money is a highly continuous problem that should've been fixed a long time ago! This issue has been going on for years and their response has been highly illegal and unethical according to their own policy and regulations by the government! They have been abusive and offensive to me! I even had to call the police due to the first fraud/theft for the {$250.00} on Navy Fed ! I repeatedly told them to look at the cameras to prove I had nothing to do with any of those check transactions! I told them to look at any signatures and they'll see I had nothing to do with whatever happened and I was ignored over 11 times in calls/messages! I've been trying to clear this and get my money back for hundreds of days with no results and they want to try to tell me I can't say " XXXX '' in which I misspelled. I'm completely frustrated and disappointed with the way they've mishandled MY MONEY! They also have been committing theft on hundreds of accounts by claiming they had to provide provisional credits which caused overdraft fees! What they do is every Friday-Sunday claim to not do real time transactions whether your card or check was used with a purchase but allow the purchase then Monday comes and they claim to actually take all transactions then from the weekend and claim we've overdrafted our accounts! This is a scam and illegal! First off my account is tediously watched by me due to me being aware of their theft/scam and me having very limited funds- XXXX! Every transaction I transfer the entire amount if the transaction at the time of the transaction in front of the merchant, then I unfreeze my card/account, then provide the payment! There is an abundance of proof of that on my account in the transfer transactions with the day/time clearly viewable on the app/website! So how is it that I didn't have enough to cover any transactions over the weekend? They couldn't and still can't prove I didn't have the money to cover due to me transferring the exact amount of ANY transaction before i provide the merchant with payments! Navy Federal Credit Union needs to be audited by all regulating agencies immediately for these issues I've presented! This is a very serious matter and yall should make sure they get further reported! They've been stealing money for as long as they started the overdraft! I put my life on it! They also have continued to ignore me disputing charges I didn't authorize! There was a charge of a little over {$110.00} that they've taken {$29.00} repeatedly for rejecting the payment in which I didn't authorize at all! I've repeatedly requested my account/card be shut off immediately since this all started and again XX/XX/23 and still today my account is still fully open! I opened up a new checking and savings with them because they've ignored my legal request then I took all my money from all accounts because they've still ignored me. I've repeatedly requested ALL my money be returned to me and I have been repeatedly ignored! This is very serious! I repeatedly informed them of my XXXX and I've been treated so horrible I've cried hundreds of times and can't take anymore! You will see that they didn't follow their own policy/terms/conditions- they didn't respond with the two business days, they didn't fulfill my serious requests, they didn't provide appropriate paperwork. I followed their instructions and was completely and continuously ignored and ridiculed..

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