Consumer complaint received 2023-01-27
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I was on the phone talking to a friend of mines around XXXX on XX/XX/XXXX about Navy Federal Credit Union 's OOPS account. This account provides you {$500.00} to cover overdrafts. Since I signed up, I seem to keep owing the bank fee after fee, or I can't transfer my funds and when I transferred {$500.00} from my savings account today, the Bank as XXXX transferred the money out of my savings back to my checking account ending in XXXX. 

I am a XXXX XXXX. I received my XXXX check. 
Great news! The funds you recently deposited are available now in your account. Here are the details : {$1300.00} was deposited into your EveryDay Checking account ending in XXXX. As of XX/XX/XXXX at XXXX XXXX  the available balance is {$1300.00}. 

I enrolled in an OOPS account with Navy Federal Credit Union. They offer {$500.00} in overdraft protection. I work fulltime for XXXX. But my job is on hold until the govt signs a bill so I needed the {$500.00} to cover an overdraft. I thought this was good since I've been with the bank for a number of years and have always been satisifed with their service. 

My rent is {$1300.00}. I usually transfer {$1300.00} to be made payable in a certified check directly to my landlord. But I owed the bank {$580.00}. I asked them how come the fees were so high. I get no explanation that makes sense. I wanted to make sure I paid the bank back for the overdraft of {$500.00} plus fees. I transferred {$1300.00} to my second checking account ending in XXXX ( I have another checking account XXXX I need to close but XXXX takes XXXX  days to change banks I leave it partially open for deposits. I can't use the account, I can only transfer my XXXX to XXXX ). Suddenly, the bank transfers the XXXX to my Navy Federal credit card account. I called the bank to ask why? They said, I made a mistake. I had {$54.00} left in my checking account ending in XXXX so I transferred that amount to my XXXX checking account and again, the money goes to my credit card account. I go to XXXX XXXX  to a XXXX XXXX to pay cash for a pizza store that doesn't used credit cards. I go to ATM to withdraw {$40.00}. It was denied by the bank. I get a receipt. Later the bank sends this message : Account Activity {$43.00} was withdrawn from your EveryDay Checking account ending in XXXX on XX/XX/XXXX. 

I never received the {$43.00}. The bank said, it was a mistake. That I'll get another notice saying it was declined and to forget about it. Where is my {$43.00} I said. I never got the money out of the ATM machine? 


Account Activity {$1300.00} was withdrawn from your EveryDay Checking account ending in XXXX. As of XX/XX/XXXX at XXXX XXXX the available balance is {$54.00}. 


I called the bank. They said, we don't know why that happened, maybe you made a mistake? I explained I transfer funds all the time and I did not make a mistake. Somethings wrong with your algorithim. Now I'm told I must wait XXXX hours before I can transfer {$1300.00} out of my credit card ending in XXXX, back to my XXXX checking account. I didn't know at the time, I had to pay a fee to the credit card account. I didn't know by the time my money was transferred back to my XXXX bank account an overdraft would be charged to my OOPS account. 

I try to move the money out of the XXXX account but the system won't work. I'm told to wait XXXX hours and then I can access my funds. I did. All this extra time charges hit my account. 

Finally, I complain the bank took {$500.00} out of my checking account tonight asking me to pay on my OOPS account I've already paid. 

Another problem. 
Account Balance Notification Today 's current balance in your Share Savings account ending in XXXX is {$450.00}. Recent transactions may not be reflected. 

I never had {$450.00} in my savings account on XX/XX/XXXX. I owe {$450.00} to my Navy Federal credit card ending in XXXX. So I pay the minimum until I get back to work. The system is wrong again. XX/XX/XXXX, XXXXXXXX XXXX  ( XXXX  days ago ) Right now, my credit card nRewards Visa - XXXX is {$450.00} that I owe and on XX/XX/XXXX I'll pay {$15.00} minimum. 

Too many algorithim mistakes by the Bank? Transferring money, eccessive fees, I can't see the OOPS account because its hidden. I don't know what fees I'm paying until I call. They can't give me a total on all the fees? My account funds keep going down, down, down. 


I can't believe I'm going through this over this OOPS account. I wish I had never signed up for it. It's a trap. My friends are stuck owing the bank every single month. I have only {$120.00} in my account tonight. I'm afraid to look at my account tomorrow. The oops keep going, the fees keep coming, and the confusion of why is never explained. 

When I transferred approximate {$1200.00} to my XXXX accounts that paid the bank back leaving me less than {$700.00}. So why are you asking me to pay you again? In the amount of {$420.00}. I don't owe the bank any money. I don't want them sending my money to different accounts. I don't want to close the OOPS account so I can access it for my complaint with several federal agencies. 

Please look into this. Nobody 's complained but I'm sure I'm not the only XXXX XXXX getting hit.

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