Consumer complaint received 2022-10-31
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Blessings here is a detailed explanation of what happened as well as the correspondence with my legal team about the issue and all attachments in reference to the situation. Please help me iam in need of your help!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 

XXXX XXXX XXXX XXXX ( Transaction Details and Information ) Navy Federal XXXX, Listed are the conversations with the other firm detailing the events that took place along with transaction details and business information. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Va XXXX XXXX  XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX  to XXXX XXXX XXXX, approximately between the hours of XXXX and XXXX I received a call from the Navy Federal disbursement department in regards to a request to send a {$50000.00} wire transfer from XXXX XXXX from XXXX XXXX. I immediately denied the request for {$50000.00} as well as explained to the representative exactly what the situation was with XXXX XXXX and the service was already rendered and that I also would like to request a transfer of {$45000.00} from a wire we sent to XXXX XXXX XXXX XXXX. Instead of doing what I asked she does the exact opposite and sends XXXX XXXX {$45000.00} instead of requesting to have it sent back. She also stated that she had denied the {$50000.00} and that the {$45000.00} would be returned within 15 minutes. I waited 15 minutes before I went online to check. When I checked I noticed a pending transaction of {$45000.00}. I immediately called Navy Federal to correct the situation and went through a whole day of frustration with them trying to figure out how to correct the process and being passed on from representative to representative until I finally reached the disbursement department XXXX who gave me her personal contact information listed below. She assured me she would do everything in her power to retrieve the funds being that it was an error on their part. She also stated that they have put in several requests to the federal reserve that the funds were sent in error and for XXXX XXXX to return the funds. I also called XXXX XXXX who couldn't tell me much, however the representative did state that in such circumstances the funds should be immediately sent back once notice is received. I then immediately called the disbursement manager to inform her and she urged me to give them until Friday of this week to go through the process of retrieving the funds. So here we are at this point still waiting on the return of the funds. If there is any additional information that you may need please do not hesitate to give me a call or email. Thank you so much you are greatly appreciated. 

Navy Federal XXXX XXXXXXXX XXXX XXXX ) XXXX XXXX - XXXX ( XXXX ) XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to me XXXX, I didnt hear from you by end of day Friday, so I am assuming the wire was returned as you had hoped. 
Please confirm if this is true. 
Thanks XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to XXXX XXXX XXXX, Unfortunately it's not true. They haven't returned the wire. However they did call 2 hours after they said they would. They said that they would call at XXXX and didn't until XXXX Friday. The disbursement department XXXX XXXX XXXX said that they have communicated with XXXX XXXX and they were very vague but able to insuate that they were having delays and haven't received the funds yet. So Navy Federal requested more time to retrieve after the holiday. So I gave them until the end of Tuesday evening. Thank you for following up. I will give you a call tomorrow to give you an update. 


XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX  to XXXX XXXX, XXXX. Please give me a call when you get a minute. Iam trying to stay sane. They haven't sent the wire back yet. 

XXXX XXXX XXXX Attachments Tue, XX/XX/XXXX, XXXX XXXX to XXXX XXXX XXXX, I was able to get an audio recording however she was careful with her words. I did manage to get a few solid points across. at XXXX she agrees with " XXXX XXXX '' when I state that I never said return to the other bank. At XXXX she suggested seeking legal advice and at XXXX she said she did everything possible. Also on the audio from the day of the event I stated my intentions very clearly. Everything is on the recorded audio call from the day of the event that we need to prove the case. It boggles my mind how she blatantly did the opposite of what I requested. I put the audio in the attachment. Please give me a call when you can. Thanks. 

XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to me XXXX, I got this and listened to it. I am going to give you a call in a few minutes. Our last call was breaking up. 


XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to XXXX XXXX, talk to you then. 



XXXX XXXX XXXX Wed, XX/XX/XXXX, XXXX XXXX to me Dear XXXX, It was a pleasure speaking with you today. As discussed, please reply to this email with the substantiating documents and/or statements for all the wire transfers between your Company and XXXX XXXX. Please send the documentation supporting the following transactions : XXXX. XX/XX/XXXX transfer of {$45000.00} from XXXX XXXX XXXX. XXXX XXXX, XXXX transfer of {$50000.00} from XXXX XXXX XXXX. XX/XX/XXXX transfer of {$45000.00} from XXXX XXXX XXXX. Documentation supporting your transfer of that ~ {$45000.00} back to XXXX XXXX XXXX. Documentation indicating that the bank returned the additional {$45000.00} to XXXX XXXX If you have a copy of the written wire request form that you physically complete at the bank for item # XXXX, please attach that as well. 

I look forward to receiving your documentation and getting this letter over for your review. 

Thank you! 


XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX XXXX to XXXX XXXX XXXX, it was a pleasure speaking with you today as well. In the attachments are the documents you requested. In going back through all the old transactions I discovered that they made an even bigger mistake. I was confused because Navy Federal stated it was {$45000.00} sent in XXXX of XXXX by XXXX XXXX however there was not ever {$45000.00} sent in XXXX of XXXX by XXXX XXXX I don't know where the Navy Federal representative got that information from? Here is the timeline to coincide with the attachments : there was {$50000.00} sent on XX/XX/XXXX and another {$50000.00} sent on XX/XX/XXXX in which all services were rendered and XXXX XXXX was paid the proceeds, most of it through Navy Federal as well. Then there was another {$45000.00} sent on XX/XX/XXXX in which we sent back to XXXX XXXX on XX/XX/XXXX with the promise to be repaid by XXXX XXXX through proceeds from her music and brand and on XX/XX/XXXX is when we received the phone call from Navy Federal about the request from XXXX XXXX to reverse a {$50000.00} wire from XXXX. I immediately stated I do NOT approve and to NOT send the funds however to send back the XXXX that we sent to her on XX/XX/XXXX instead she did an unauthorized transaction sending another {$45000.00} which went to XXXX XXXX when I clearly stated I do not approve of sending her anything on a recorded audio. I can also give you physical copies of any paperwork you may need, need be. Please feel free to give me a call at any time if you have any further questions that may help things moving forward. Thank you, you are greatly appreciated. 





XXXX XXXX XXXX XXXX XXXX attachment Scanned by XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to me Dear XXXX, Based on the documentation, XX/XX/XXXX deposit by wire {$50000.00} XX/XX/XXXX deposit by wire {$50000.00} XX/XX/XXXX deposit of {$45000.00} XX/XX/XXXX wire to XXXX XXXX of {$44000.00} representing a refund of the majority of the funds paid on XX/XX/XXXX. I have the wire transfer receipt, but do not see the transfer indicated on the screen shots of the bank transactions that you sent. Did that money you wired back come from a different account? 

XX/XX/XXXX transfer by wire {$45000.00} Is there documentation indicating where this money was transferred to? Please confirm this was the transfer done by NFCU without authorization. 

XX/XX/XXXX call by NFCU to you Is there another reversal or transfer out after XX/XX/XXXX? 



Please advise. Also, is there a way you can send the actual statements for the months with the pertinent incoming and outgoing wires? I can redact ( XXXX out ) the other statement information that is not relevant to this matter with the wires. 



Thank you! 



XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX XXXX  to XXXX, XXXX XXXX, XXXX yes the wire of {$44000.00} sent on XX/XX/XXXX was for the {$45000.00} sent by XXXX XXXX on XX/XX/XXXX. It was sent from the business checking account I have put pdf files of all statements pertaining to this situation in the attachments. Also the deposits went into business savings and then we transferred it to checking to send back. It's {$44000.00} because they charged a fee to send it and said we had to come in person to send it. Which I am curious to know why that wasn't the protocol this time. I put that statement in the attachments as well. There wasn't any other transactions to XXXX XXXX after the mistake that was sent on XX/XX/XXXX. Also i sent another audio recording that will be helpful in the attachments I had to send in a separate email the file was to large. Its a recording of XXXX XXXX the XXXX XXXX. XXXX. In the new audio at XXXX - XXXX She states the original reason they called and that an error was made at XXXX - XXXX she states that the specialist I spoke with at the call center only new the basics about wires and wasn't knowledgeable enough to handle the situation at XXXX she admits that I said, have the wire returned to me. Also there isn't any documentation of where the funds were sent I haven't received a receipt or anything and the wire was on XX/XX/XXXX not XX/XX/XXXX, XX/XX/XXXX is the unauthorized wire date. If you have any questions please do not hesitate to call or email in response. Thank you. 

4 Attachments Scanned by XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX to me, XXXX Dear XXXX, Thank you, I am printing these now. 

I anticipate having a draft letter to you to review tomorrow morning. 

Best, XXXX XXXX : Response to Demand Letter of XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) to me, XXXX, Front XXXX, We finally received a response from Navy Federal Credit Union. They attached the audio requested. 

There are some hurdles we need to discuss that make this a more difficult situation than anticipated and I think we should meet in person regarding the best way forward. 

First, the employee states that the return request is for a wire " deposited into your account '' on about XX/XX/XXXX, and asked if you wanted it returned. You respond with a strong no. She then states she will stop the request for that wire, but then asks you about returning the funds of {$45000.00} which were sent to you, to which you say to do. We know you meant to return the funds you refunded to her from you, but that was not how the employee phrased it. 
Further, she says she will work on the return of the funds and asked you to clarify that they are the funds you received on XX/XX/XXXX, to which you say yes. She then states to you that you will see that wire debited to which you say ok. The word debited should have been a tip off to the misunderstanding. However, she never clarifies which account number which she should have done. Further, the confusion of whether or not you received funds on XX/XX/XXXX and XX/XX/XXXX are in question. 

There are plenty of mistatements on both sides of this conversation and we need to decide how to proceed. 

At any rate, let me know your availability over the next few days so we can put together the best response. 

Thanks! 

XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX From : XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX XXXX Subject : Response to Demand Letter of XXXX XXXX XXXXXXXX XXXX To : XXXX XXXX Cc : XXXXXXXX XXXX XXXX Good Afternoon XXXX XXXX, My name is XXXX XXXX, and I am an assistant general counsel for Navy Federal Credit Union. We are in receipt of the demand letter you sent on XX/XX/XXXX. As requested, attached is the recording of the call on XX/XX/XXXX between XXXX XXXX and our employee, XXXX. ( As a note, we have redacted XXXX XXXX personal identifiable information. ) As you will hear, XXXX XXXX explicitly told our employee to return the {$45000.00} wire. Our employee acted as directed by XXXX XXXX ; this was not an error made by our employee. Accordingly, we can not do anything on our end to return the funds, and the recipient of the wire will have to initiate the return. 



Please let us know if we can be of any further assistance. 



Thank you, XXXX XXXX XXXX XXXX XXXX Navy Federal Credit Union XXXX XXXX XXXX XXXX | XXXX, Florida XXXX Direct : ( XXXX ) XXXX | Cell : ( XXXX ) XXXX XXXX Confidential Notice : This email may contain information and material that is confidential, privileged and/or attorney work product which, along with any attachments, is intended for the sole use of the intended recipient. If you are not the intended recipient, any review, reliance, use, copy or distribution by others or forwarding without the express permission is strictly prohibited. If you received this communication in error, please notify the sender and Navy Federal Credit Union immediately by telephone at XXXX and permanently delete this email and all back up copies from your system. Thank you. 



XXXX attachment Scanned by XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX  ( 7 days ago ) to XXXX, XXXX, Front Thanks for the update. Iam available anytime this week. Let me know what works for you and I can adjust my schedule. 


XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) I can do tomorrow between XXXX or Thursday between XXXX or Friday XXXX. Let me know what works for you. Thanks XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) Tomorrow at XXXX XXXX works for me. Thanks you. 

XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) Ok, see you then. XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX ( 7 days ago ) to XXXX XXXX see you then.

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