Consumer complaint received 2025-03-04 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: NAVY FEDERAL CREDIT UNION
State: NM

Complaint narrative:
On XX/XX/XXXX, I uploaded my W-2 to XXXX XXXX which is my tax expert located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NM XXXX. I usually go into the office however, this year XXXX did my taxes on her own without me in person to edit, or add any information. 

I confirmed and authorized XXXX to direct deposit my funds onto my XXXX card that was used last year, which is how I always receive my funds. However, XXXX informed me since I did it with her virtually this year the only option was to deposit funds on the XXXX card. In this case I was asked to authorize a new card to be mailed in which the funds would be loaded. My old card WHICH IS STILL ACTIVE TO THIS DATE is last XXXX digits XXXX with name XXXX & XXXX XXXX XXXX. The new card which I was told would have all funds loaded to it is XXXX. 

Upon completion of my tax return, XXXX & XXXX XXXX approved me for a {$4000.00} refund advance. These funds were immediately loaded to the new card I authorized and that was mailed to me with the last XXXX digits XXXX. 

In XXXX, I was notified by the state that my state refund was sent out via direct deposit to account XXXX routing number XXXX which is XXXX XXXX XXXX which is XXXX & XXXX XXXX bank. This information was entered by XXXX ONLY. Due to my fees of {$4900.00} XXXX & XXXX XXXX kept my entire state refund. I was able to confirm this through the XXXX & XXXX XXXX App with communication with XXXX on XX/XX/XXXX. She stated XXXX & XXXX XXXX kept the entire state. I then confirmed the remainder of the funds would go to my XXXX card as I have only seen the refund advance on my new XXXX card. XXXX did confirm which is why I was mailed a new card with my name XXXX XXXX printed on it which my previous {$4000.00} funds were already loaded. 

On XX/XX/XXXX I was notified by XXXX & XXXX XXXX that my funds were received. However my XXXX card balance was only {$4.00}. Upon calling XXXX & XXXX XXXX they informed me that my refund was sent to a Navy federal bank account, WHICH I DID NOT AUTHORIZE. This navy federal bank account was only on file from a few years ago as an old direct deposit account. I did not authorize XXXX & XXXX XXXX to use this information. I then contacted XXXX & XXXX XXXX customer service who told me to call the bank. Even though the place it was sent was wrong and not authorized. 

I called navy federal and they refuse to send the money back to XXXX & XXXX XXXX even those they wrongly intercepted the funds. I then contacted the IRS and they stated this was not done on their behalf. They also confirmed this was not a garnishment and that XXXXvy Federal had no reason holding onto the funds. The funds were suppose to be sent to me, Not Navy Federal. 

The IRS did confirm the amount of funds they sent to XXXX & XXXX XXXX was {$6700.00}. I authorized this amount to be directly deposited on my emerald card last XXXX digits XXXX, just like the previous {$4000.00} funds were deposited. Today, XX/XX/year> XXXX  & XXXX XXXX refuses to call XXXX after I have filed multiple complaints with the TIER XXXX and TIER XXXX customer services departments who have all claimed I would receive a call back within XXXX business days. My tax expert claims to take it up with navy federal. Navy federal claims there's nothing they can do even though they wrongly intercepted funds. This is theft and fraud. 

I want my federal refund in the amount of {$6700.00} retrieved back from Navy Federal and sent to me via check or direct deposited onto the correct card which I authorized. 

Also, XXXX & XXXX XXXX is Advertising on their website about a 100 % Accuracy Guarantee. I paid for the peace of mind service which grants me another look at my return to verify and look for errors. I pay for the service every year with XXXX. Never had to use it. Now this year I'm being denied this service even year after being charged for it. The 100 % Guarantee states that if there is an error with the service or software, ( IN THIS CASE IT WAS THE SERVICE AND SOFTWARE AS XXXX MADE THE MISTAKE AND THEY SHOULD NOT EVEN HAVE THAT ACCOUNT ON FILE WHICH I ALSO DID NOT AUTHORIZE ) I am covered up to {$10000.00}. my refund was {$6700.00} which should defiantly qualify. 

Please keep in mind all direct deposit information that is on file for the state and federal refunds is only accessible to my tax expert. I am not able to add, delete, or even edit this information. My tax expert prepared it virtually and I confirmed/authorized my funds to be sent to my emerald card. Meaning, state and federal refunds go to XXXX & XXXX XXXX BANK. They take all their fees, and then send the rest of the funds to the card/account I authorize which should've been my emerald card last XXXX digits XXXX. It should have never been sent to NAVY FEDERAL.

These funds are now stolen by navy federal as they went into a fraudulent account using my name and then transferred to another account illegally by navy federal. Navy federal did confirm they received the funds from XXXX & XXXX XXXX in the amount of {$6700.00} and that the funds were transferred to a credit card debt which they claim is mine. However this credit account is not mine and it doesn't even appear on my credit reports. They refuse to send the money back to XXXX & XXXX XXXX. 

Navy federal can confirm the funds were not received by me, nor were they withdrawn by me. This is theft and fraud by NAVY FEDERAL XXXX XXXX XXXX XXXX XXXX. This was not a garnishment which navy federal is claiming. XXXX & XXXX XXXX denied my authorization of sending it to my XXXX card, but sent my first set of funds to my XXXX  card. I have reason to believe Navy federal illegally intercepted the money without my knowledge and will. They claimed I personally deposited the funds into the account. Which I did not. This was the work of NAVY FEDRAL AND XXXX & XXXX XXXX WORKING TOGETHER TO STEAL MONEY. They advanced me {$4000.00} and took my entire refund of $ XXXX.

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