Consumer complaint received 2025-03-20 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: NAVY FEDERAL CREDIT UNION
State: UT

Complaint narrative:
On multiple occasions, I have requested Navy Federal credit union to close my savings account seeing as they closed my checking without permission when they closed my car loan account. On XX/XX/25 @ XXXX XXXX  I called in to Navy Federal credit Union because I pulled points from my credit card that I have with them and got {$50.00} cash that shouldve gone to the credit card and somehow got transferred to the savings account at which point Navy Federal took the {$50.00} and applied it to an old car loan account that they had closed years before which I cant even see on record on my end when I log into my account, the only account I have is a savings account and a credit card right now. 
the car loan went to reposition and was sold at auction. Years ago, I had filed a gap insurance claim for the vehicle because I didnt have a spare key because my original key got stolen the car was immovable due to a mechanical breakdown that I was unable to afford to fix at the time, but when I found out that the bank didnt have my spare key, I went through the process of filing a gap claim because it wouldve been covered under the gap insurance, making it an immovable vehicle due to the fault of the bank losing the spare key. I spoke with the supervisor filed all the appropriate paperwork even got a supervisor from the bank where they got the loan from at XXXX XXXX who attempted to call the supervisor in the gap department multiple times which he never responded to and never called the other supervisor back to speak with him even after I gave the NFCU supervisor in the gap department the letter that he asked me to get from XXXX XXXX  showing they had no knowledge of having the key and that it wouldve been sent through the mail with my paperwork, I even have a supervisor from Navy Federal over the phone, fully recorded stating that if the key was sent with the paperwork from XXXX XXXX that they wouldve thrown the key away I was told by the gap insurance supervisor if I provided all this information to them, which I did! that the gap insurance would cover the remainder of the loan he did not do his job. He literally ignored every phone call that I called and never called me back never called back the supervisor of XXXX XXXX and let the car go into repossession, even though I was making payments at the time and just the last few payments due to expecting the gap insurance to cover the remainder of the loan like I was told would happen by the supervisor if I got him all the necessary information, causing it to be repossessed and they sold it immediately at auction got back their money and then stated that they didnt recoup all of the money available for the vehicle and that I owe it and went, put it on my credit report but on my end that accounts been closed I dont even see the car loan or my checking account that got closed alongside it without my approval, but they left open my savings which I have requested multiple times for them to close seeing as they wont reopen the checking account they closed without approval from me. 

So the {$50.00} shouldve gone directly to the credit card itself thats why I took out the points off of my credit card to get cash so I could put an additional payment towards the credit card, it somehow got transferred to the savings account, which in the past, Ive never had a problem with immediately transferring the money back into the credit card From the savings but somehow today they decided to without my knowledge or approval take that money and put it towards a loan that was already paid for and is closed. When I asked the Customer support agent to get me to a supervisor if he couldnt handle the situation and put back that money onto the card For my credit card he stated that a supervisor couldnt help in this matter and I requested again to speak to a supervisor. He then put me on a 15 minute hold came back and told me that there was no supervisor that could talk to me and then hung up on me.

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