Consumer complaint received 2022-09-03
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I received an email on XX/XX/XXXX from the institution that sent my deposit to my Navy federal Checking account that the deposit was sent on XX/XX/XXXX, and it was delivered into my bank account on XX/XX/XXXX. XX/XX/XXXX I got a direct deposit deposited into my Navy Federal Checking account for the amount {$12000.00}. At the time of the deposit my Checking account was overdrawn $ XXXX, which left my remaining balance in my checking account {$11000.00}. My problem is on XX/XX/XXXX at XXXX XXXX  I received a text that stated : NFCU : XXXX was withdrawn from your acct. end. 
in XXXX on XX/XX/XXXX. Sign in for details. Txt STOP to stop. 

and an email that stated : Account Activity {$11000.00} was withdrawn from your XXXX  Checking account ending in XXXX on XX/XX/XXXX. 
As always, you can easily check balances, make deposits, view transactions, paybills, transfer funds, and more XXXX via our mobile app* or by signing in a navyfederal.org. If you don't have the mobile app, you can download it here. Looking to change your security, account or card notifications? You can update your preferences at any time. 

I requested a bank statement for the months of XX/XX/XXXX, and XXXX of XXXX to be sent to me in the mail on XX/XX/XXXX and I received it today XX/XX/XXXX which doesnt show a withdrawal transaction at all. The only transaction is the beginning balance and deposit transaction and an adjustment : Date : XX/XX/XXXX Transaction detail : beginning deposit Amount : $ XXXX Then Date : XX/XX/XXXX Transaction detail : Deposit- ACH Paid From Housing Authorit RentRelief Amount- {$12000.00} Then Date : XX/XX/XXXX ( I received the email and text about the money withdrawal on XX/XX/XXXX ) Transaction detail : adjustment- XXXX Amount : {$11000.00} I called Navy Federal to see who withdrawal my money or what was going on the day I received the text and email about the withdrawal and the lady on the phone was rude and telling me my account being closed and thats why shes decided to send it back all the sudden a weeek after money was in my checking account which then makes it my money no one had any permission from me to take the money out of my account. And I kept calling and calling and they couldnt tell me much other than the fact the deposit was being pulled out of my account ( after it was already disbursed into my account and had been for a week ) that it was going to be sent back to the institution that sent it, which can now not be stopped and Id have to wait two weeks for money to go back before I could do anything about receiving the funds. Well nine months of calling, being hung up on, people helping not at all navy federaXXXX doing nothing about my money being withdrawn from my account with out my permission, the institution the money was supposedly being returned back to HAS NOT RECEIVED THE MONEY NAVY FEDERAL sent back. Ive sent multiple emails and screenshots of the text and email I received from Navy Federal about the money and they stated that they have Not received a return payment, and that the ACH is Paid from their end and the proof I have of navy federal sending the money back shows a withdrawal and doesnt show who is withdrawing it and navy federal for some reason has no way of sending me something showing or stating that Navy Federal are the ones who sent the money back and since the sender still hasnt received it and its shows paid still that they cant send me or reissue me another Payemnt unless I somehow prove who actually took the funds out of my account.

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