Consumer complaint received 2022-11-30
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I am writing to request an investigation into, and routing action undertaken for a balance transfer check in my name sent to XXXX XXXX payments department. On XXXX XXXX, XXXX, I initiated a balance transfer offer through my XXXX XXXX XXXX account. My goal was to transfer owed debt in the amount of {$3900.00} from my Navy Federal Credit Union XXXX XXXX XXXX XXXX credit card, onto my XXXX XXXX. However, though I listed my name and account number correctly, I mistakenly listed the payment address as [ XXXX XXXX, XXXX XXXX XXXX, XXXX, TX XXXX ] which I later learned should have been [ Navy Federal Credit Union XXXX XXXX XXXX XXXX, XXXX, VA XXXX XXXX. I only realized this discrepancy after the new debt of {$3900.00} posted onto my XXXX XXXX statement on XXXX XXXX, XXXX, but I had not received the same amount to pay down my NFCU XXXX XXXX card. I called XXXX to correct the error, but was informed by their customer service that the check had already been processed and cashed. XXXX has sent me a copy of the physically mailed check ( enclosed ) as their proof a balance transfer payment check was sent out in my name. As the address was wrong, the check should have been returned to XXXX. XXXX XXXX cashing this check should not have been possible seeing as XXXX XXXX itself does not manage my account, NFCU does, but I did my due diligence and called XXXX XXXX customer service to request the balance transfer check either be routed back to XXXX or forwarded on to NFCU. However, my attempts by phone with XXXX XXXX have been rebuffed, representatives telling me that because neither my name nor account number are able to be pulled up by their system, they could not help me and could not locate the check information I provided them. 

I have already escalated my case with XXXX, which their XXXX response team has issued a statement on ( attached ), and I have even gotten representatives from XXXX and XXXX XXXX on a call together without resolution. XXXX has explained they can not recall the check themselves now that it has been cashed by XXXX XXXX. My bank, NFCU, similarly has told me they can only confirm they never received the check, and do not have the ability to request it be rightfully routed from XXXX XXXX. 

I have enclosed the following with this letter : XXXX. My initial XXXX XXXX letter indicating I initiated a balance transfer through them XXXX. The copy of the balance transfer check sent by XXXX to XXXX XXXX ( sent XXXX XXXX, reflected on my XXXX statement XXXX XXXX ) ( front and back ) XXXX. XXXX statement explaining they had sent the check XXXX. XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX response to my inquiry XXXX. XXXX XXXX XXXX XXXX letter attesting to XXXX XXXX XXXX that they never received the balance transfer check XXXX. My XXXX account statement showing {$3900.00} added balance transfer debt on XX/XX/XXXX I will include my NFCU XXXX account number for reference in the next section, but know this will not be found in XXXX XXXX ' system as it is an NFCU card.

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