Consumer complaint received 2016-02-19
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL. XXXX Re : Navy Federal Account Since the inception of my account with Navy Federal, I have had a myriad of issues, stemming from incorrect financial information provided to me by supervisors and representatives, the credit unions consistent practice of failing to provide full disclosure of information, excessive & inaccurate overdraft fees, promises to provide me an account audit ( per my request last year ) which has never occurred, the credit unions inability to provide proactive alerts aligned to transfers ( those approaching XXXX of XXXX a month ) which will render fees associated via their email system to members, and my account set up incorrect initially. 

When I first initiated the account, it was placed under the incorrect social security number and it took several calls and a supervisor 's intervention to correct my account ( XXXX XXXX XXXX, XXXX ). Since this time I have been overcharged $ XXXX/ $ XXXX/ {$80.00} fees due to Navy Federal 's practice of a XXXX transfer limit per month, in essence, although the account holder such as myself may have funds in their savings account, the credit union will not bring these funds over to the checking account to cure any deficit if the account has had XXXX transfers per month which includes " fund '' transfer ( which the credit union does and I have just been recently advised this information '' and/or transfers that I conduct via mobile phone or via a teller. 

I was recently told on XXXX/XXXX/XXXX by a supervisor that XXXX at ext XXXX that Navy Federal 's mobile app does not provide " real time and accurate information. '' As a result ( per me ) the consumer is postured in a place of vulnerability in their quest to appropriately manage their accounts due to this inaccurate information. Furthermore, the consumer is not made aware via emails, inbox messages or documents that the consumer signs that the account information provided via the mobile app is inaccurate-hence no buyer beware practices are in place with Navy Federal. 

On last night I spoke with a supervisor XXXX who after I transferred over {$800.00} from my savings account to my checking account and addressed a fee of {$60.00} ( overdraft ), I specifically ask him would I be charged any additional fees and he stated " no '' only to find an additional {$60.00} overdraft fee charged this morning on XXXX/XXXX/XXXX but did not reflect via my app when he and I hung up the phone. 

As a member who has {$14000.00} in their saving account with Navy Federal, but upwards of {$20000.00} previously, I find Navy Federals fiscal practices to be alarming, misleading, and boarding on fraudulent. I have ask for the matter to be escalated to the corporate escalation team and was apprised most recently by " XXXX '' on yesterday that this team does not exist and that her supervisor was absent until XXXX/XXXX/XXXX. Hence, no immediate remedies are afforded to members to address their concerns. 

On XXXX/XXXX/XXXX at XXXX XXXX. I spoke with XXXX in the customer resolution department regarding my concerns hence, I know this department exists. I have been provided inaccurate forms when fraud occurred on my account in XXXX by branch and phone reps. Which was not handled in a timely manner causing a check to migrate to the State Attorney 's office. Persons involved in this matter were XXXX, and others around XXXX/XXXX/XXXX. 

I am requesting overdraft fees which were charged to my account inaccurately dating back to XX/XX/XXXX-XX/XX/XXXX and the {$60.00} which was recharged to my account on yesterday ( XXXX/XXXX/XXXX ) after speaking with XXXX ( a supervisor ). I surmise the total fees owed to me is {$480.00}. 
This matter has impacted my XXXX year old XXXX daughter child support funds, as a single parent this has created a burden. It has taken me multiple calls to Navy Federal even at work on my lunch break and on the weekend. 

XXXX

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