Consumer complaint received 2023-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
There is an ongoing issue when making deposits through Navy Federal Credit Unions ATM 's of which I have never had a problem with any other bank that I've done business with. When making a deposit via the ATM machine ( particularly I use the ATM at the XXXX location ) you're provided with a receipt of the deposit and the balance ( including the amount deposited ) however the amount does not reflect when you go online or when calling XXXX the amount does not reflect in the automated information and when speaking with a representative they are unable to see the deposit. As a result, you're transferred to the banks back office. On XX/XX/XXXX I made a deposit via the NFCU ATM located in XXXX, TX in the amount of {$1100.00} ( a check ) at XXXX ; a receipt was provided showing the deposit as well as {$4100.00} ; Available BAL ; {$2400.00} Available Bal however the total deposit does not reflect through the automated system and nor can the representative see the deposit. As a result, NFCU show my account negative {$470.00}. Which contradicts my receipt. I understand, business is not conducted on the weekends however my account should not show a negative balance when the money is in the account. On XX/XX/XXXX when I spoke with the first representative XXXX, she informed me she could not see the deposit and that I would need to speak with someone in the back office ( Account Services ) ; I spoke with XXXX who informed me the funds would not be available until Tues, XX/XX/XXXX. Funds be available and reflecting in the account to show the deposit was made are completely two different scenarios. I requested to speak with a manager to advise and request that if I am charged any fees as a result of their system not showing the deposit in my account that I want to be reimbursed. This is the third time that this has occurred and the first time that my account has gone negative due to how their system processes deposits. I spoke with Supervisor XXXX of whom wanted to discuss the use of an ATM that I used and how I'm losing out on {$20.00}. That was not the purpose of my call and I did not appreciate her bringing up a topic that was not of issue and that I'm well aware NFCU give a {$10.00} rebate for non-NFCU ATM 's. In regards to the issue at hand, XXXX deflected the issue indicating the ATM 's are operated by a third party and she wishes they fix this issue. Because of this issue I was not able to purchase food or gas and needed to use a credit car of which I'm trying to pay off. NFCU needs to fix this issue ASAP. Clearly the receipt that I am given via the ATM contradicts what the automated system and my account. Banks that I have previously business show the deposit in the account. I also informed NFCU that I'd seen posts on social media regarding similar issues. This started occurring with the recent update that was performed. If you look in the history of my account, I have never had a negative balance.

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