Consumer complaint received 2024-10-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I sent information regarding a fraudulent deduction of {$5200.00} from my checking account after a deposit was made. I have contacted NFCU and have not received the exact information I requested. My family is undergoing challenging circumstances at this time because XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. So we need all the money we can save for her care. Unfortunately, at this critical time, I am having money transacted without appropriate controls and protections. The employees I have contacted have been extremely unresponsive and unprofessional. I am requesting a thorough investigation of the credit unions internal processes. There is absolutely no protection for vulnerable citizens like me. 

Subject : Immediate Action Required Regarding Check Deposit Rejection and Member Rights Dear [ NFCU Customer Service Manager ], I am writing to express my profound dissatisfaction and serious concern regarding the mishandling of a check deposit I made in XXXX, which has only now resulted in a deduction of {$5200.00} from my account. This deduction was made without prior positive confirmation from NFCU, leaving me unable to investigate or trace the source of the issue with the originating bank. 

As a loyal NFCU member for over 25 years and a veteran of this great nation, I expect the utmost care and diligence in handling matters related to my account. I was alarmed to learn that the rejection of the deposit and subsequent deduction were communicated to me months after the deposit was made, a failure that reflects a significant breach of trust and fiduciary duty on NFCUs part. 

Furthermore, the lack of professionalism and empathy I encountered when seeking clarity from both an agent and a supervisor during my recent call is unacceptable. At no point did they show any concern for the gravity of the situation, nor was there any effort to escalate the matter so I could understand why I am just being notified today. 

Beyond my rights as a client, I am fully aware of my rights under federal banking regulations, including the right to timely notifications regarding deposits and withdrawals, as outlined in the Truth in Savings Act and other relevant federal statutes. The failure to notify me in a timely manner not only undermines my ability to protect my financial interests but also may constitute a violation of these regulations.

I request the following immediate actions from NFCU : 1. A full and transparent explanation for the delay in notifying me of the rejected deposit, including why the originating bank refused the check and why NFCU did not provide earlier notice. 
2. A detailed investigation into how this failure occurred, including a review of NFCUs internal processes and staff conduct in handling this issue.

3. Corrective actions and safeguards to ensure that such an egregious lapse in communication and customer service never occurs again. 

As a veteran who has dedicated XXXX XXXX XXXX XXXX to protecting the freedoms and rights of this country, I find it deeply troubling that NFCU, an institution I have trusted for so long, has failed to protect my financial security with the same level of care. I expect a response from a senior manager, outlining the steps NFCU will take to rectify this situation and restore my confidence in your institution. 

Please be aware that I am considering further actions, should this issue not be resolved to my satisfaction, including filing a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) to ensure that my rights, as protected by federal law, are upheld. 

I look forward to a prompt response and a resolution to this matter. I trust NFCU will take this issue seriously and demonstrate the respect and attention owed to a long-standing member and veteran. Just saying that I am not the primary owner, and that my wife should have received an e-massage is simply heartless and morally wrong. XXXX should attempt to just walk XXXX steps and not even a mile in my shoes. 

Sincerely, XXXX and XXXX XXXX

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