Consumer complaint received 2016-08-30
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
NFCU was contacted about a dispute I had with a merchant ( XXXX ). I provided NFCU with supporting documents that show that I responded to NFCU within the required time frame. I was given a POC at NFCU who NEVER responded to my phone calls or faxes submissions. NFCU closed my business checking account in error, placed it as a charge off, put my name and business name on the banking blacklist. 
XXXX wrote a letter expressing their errors. and NFCU will not reverse any fees and states that the account is still negative.. They claimed it was not NFCU errors it was mine and the vendors. Which is inaccurate. I rented a uhaul truck, had a medical emergency could no longer drive. Called XXXX and arranged whats called an authorization to recover. I cancelled the contract. XXXX did not notify the proper people and my vehicle was not recovered for additional 20 days. XXXX refunded over XXXX to my account. NFCU was given that letter which should have upheld the provisional credit. Instead NFCU reversed the provisional credit, charged off the overdrafted amount. I have called NFCU dispute resolution department who each time stated would investigate. Each person stated that I would have to provide different docs. Every document they wanted was submitted. First it was fax transmission reports proving I submitted in timely manner. I provided faxes to XXXX different faxes ( credit card disputes and debit card disputes ), once that was done and proof provided, then NFCU stated that I needed XXXX to admit the invoice was in error. Meantime they have straddled my accounts all secured credit cards, use of my debit cards attached to my checking account. I have been charged now over XXXX to use my own money for months. I started out with XXXX, XXXX, and XXXX line of secured credit. In order to use my husbands income each month I had to increase my secured lines of credit to XXXX, XXXX and XXXX then they charge me interest and fees to use this money to pay my bills or for entertainment for my clients Its co mingling my funds and causing me headaches. They refused to work with me. XXXX wrote three letters for NFCU each one did not have right info on it. Finally when this letter had the right info they claim that even though they have charged me enormous fees over XXXX now that they will not reverse any of those fees. its the snowball effect. Its getting bigger and bigger. XXXX XXXX recovery manager said even if I pay the deficit NFCU did nothing wrong and they will not reverse any fees. I filed a complaint with XXXX from washington and they said I was to call them to work it out on XXXX XXXX. I called and asked to talk to XXXX XXXX. She then called me back and said the matter was closed and if I called to mention it again that I would be placed on the troublesome or harassing member list and my privileges would be further removed. XXXX agreed to pay the remaining amount in refunds and I asked if NFCU if they paid the FULL amount instead of giving me credits would they then reverse all this activity. I was told the only fees that would be returned have been and NFCU did not act illegally or in error so no. NFCU did act illegally, by their claim that the letter written on XXXX XXXX authorizing XXXX to recover the vehicle is insufficient to stop them from charging me. This is inaccurate XXXX card services stated in their investigation that this letter proves that I acted in reasonable and responsible manner. NFCU should have not reversed the provisional credit. NFCU reversal of provisional credit was in error. NFCU claim I did not respond is both erroneous and in error. I have fax transmission reports, cell phone records calls and landline records to support calls and faxes. NFCU now is saying if I continue to complain they will further so their letter to the XXXX is an outright lie.

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