Consumer complaint received 2025-03-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
On Tuesday XX/XX/year>, I contacted Navy Federal in response to a letter that my account was negative XXXX dollars. I ask the representative to help me learn how to transfer money from XXXX XXXX to Navy Federal.The representative provided me with information on how to get the money into the Navy federal account via the use of navy federals routing and account number. The representative then assured me the account may have been overdrawn because I was being charged money to keep the account open ( possible coverup for unfair fees they charged their customers ) .The representative then offered to change my account to another type of share checking account that would not charge me monthly and I accepted. After I got off the phone with the representative, I contacted XXXX XXXX bank and immediately initiated the payment of XXXX dollars to Navy Federal. However, when I woke up today, XX/XX/year> I found that I had no Navy Federal checking account at all. I contacted Navy Federal and the representative told me the account had been scheduled to be closed and closed on XXXX the XXXX, which was the day I called Navy Federal to prevent this from happening. I informed her that the representative did not tell me that was going to happen, because if he did, I would have walked the payment in that day. I told her he had assured me everything was fine that day and I didnt have to worry about my account being closed. She then transferred me to a supervisor, XXXX, who told me the account was closed due to non sufficient funds and charged off. I tried to get her to assist me with getting the account back open, since the account was actually paid off in full. XXXX said they didnt receive the payment and the process could take 2 days. ( XXXX XXXX had already confirmed that the payment went through on XX/XX/year> ). XXXX told me she would contact collections to see if the payment went through and I asked her to please do that. When she came back on the line, she said the collections department told her they had not received the payment and the account was closed. She assured me there was nothing she could do on her end. Today I felt like the complaints about how Navy Federal treats their XXXX Americans customers unfairly is true and that they don't care about our lives or credit. I also feel like they closed the account on the same day I called, just because I called. I also feel like they closed the account to cut down on the fees the government recently ordered them to pay their members. I have yet to find out if they actually received the XXXX dollars or if they plan to give my money back. Will they keep my money and still leave my credit in shambles? I'm asking that they not report this on my credit report as it a violation of the fair credit reporting act. Please follow up on this.

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