Consumer complaint received 2019-07-12
Company: NAVY FEDERAL CREDIT UNION
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Im filing a complain in regards to XXXX. Pryor to XX/XX/2019 every time I log in to my XXXX account either to buy or send money I made sure I had enough money in my account. Also there were never any indication that I owed XXXX any money. I log on so many times never I saw I owed them money. On XX/XX/XXXX I check my money market with NFCU because I have an allotment that goes in the account to pay for debt consolidation. That debt consolidation or required from my husbands work. I have missed 2 payments because of what XXXX did to my account. If were not able to cover those 2 missed payment my husband will at risk of loosing his job since he is a government employee. There is no money in that account only the allotment every 2 weeks that comes in to pay for are consolidation. On XX/XX/2019 XXXX went into my money market account 15 times. ACH transactions, ranging from .XXXXcents to .XXXXcents. NFCU charge my account 15 times {$29.00} of returned check fee. XX/XX/2019 XXXX  ACH into money market - 25 times. NFCU - charge me 25 NSF fee of {$29.00} XX/XX/2019 XXXX ACH into money market 8 times. NFCU -  charge me 8 NSF check fee {$29.00}. XXXX XXXX   ACH into money market 23 times. NFCU charge me 23 NSF fee {$29.00}. On XX/XX/XXXX log in to my NFCU account to check if I still needed to add to the {$400.00} that came in to pay my bill. But all I saw is that it was negative and the {$400.00} hundred was gone and went towards the charges. I then called XXXX but that was a nightmare. I kept on explaining to them that my money wasnt my prepared payment that they dont have the right to go into that account. But they werent hearing what I was saying like talking to a robot. So I called NFCU to try and plead with them but there was nothing they can do because XXXX has done this to me before but it was only {$300.00} plus and NFCU remove all the charges. So I had put a stop payment for 1 month in regards to XXXX. XX/XX/2019 XXXX went to into money market 31 times. NFCU charge me 31 NSF check fees {$29.00}. I called XXXX again but just the beginning of the conversation I knew they were gon na try and work something out. With frustration I just hang up the phone. I then called NFCU to try and plead with them again because my husband got a warning from work because we missed a payment. and we were practically home less   as we just lost are home. So NFCU decided to take {$630.00} worth of charges off. I was very thankful but there was still a lot that I owe. The allotment that was coming in that we could of used for shelter went towards the charges. I also had question NFCU why XXXX was able to still run ACH transaction when I have put a stop payment for XXXX. XX/XX/2019. It was 9 times same amounts. NSF charge was 9 {$29.00}. The answer was it was already in process the time that I put the stop payment. The total of all the NSF check fee charge is {$3200.00}. Money I dont and the money that went towards to pay for charges was {$800.00} money we really need. I dont believe I should be responsible for all this fees. Ive reach out to XXXX but it was a waste of time. Reach out to NFCU both times the reps that I spoke with were very kind but the manager could care less.

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