Consumer complaint received 2024-02-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: PA

Complaint narrative:
On XX/XX/XXXX, I authorized a check to be sent to my church through the XXXX XXXX service of theNavy Federal Credit Union where I have my checking account. I found out from my church pastor on XX/XX/XXXX that he had not received the check. I then contacted the bank who put me through with their XXXX XXXX service provider and told them the check was never received and is possibly lost. At which point I requested a stop payment on the check. I was informed at the time that the funds would be returned to my checking acct in 5-7 days. After no seeing the funds returned to my acct 10 days later, I contacted XXXX XXXX  again and was told they could not stop payment as the check cleared after I authorized the stop payment. Mind you, they never notified me the stop payment did not happen until I called. I then opened a case to investigate what happened and who cashed the check. I requested for a copy of the check that cleared which they said would take 48-72 hrs. After calling back again to find out where the copy of the check is, they finally tell me the check had a different name from the name I authorized them to send the check to and the person who endorsed the check is unknown to me. this information was not given to me in my intial calls. They then told me the check was altered fraudulenly. Why they didnt tell me right in the begining I have no idea They sent me a message on XX/XX/XXXX stating they were unsuccessful in reaching the payee to start their investigation. I called them and arranged a 3 way call with them and the payee. They confirmed with my pastor that he never got the check and does not know the person who cashed the check. They then said they would document the findings and move forward to get our money back. On XX/XX/XXXX we finally received the cancelled check and true enough it had the name XXXX XXXX with an entirely different address from our payee which is XXXX XXXX XXXX XXXX XXXX. I asked them how could this person possibly get the check and alter it when it wasnt sent to his address. I requested a copy of the actual check they sent and have not received it to this day. I'm not sure I believe them that the check was fraudulently altered. I question whether they mixed 2 checks when they processed 2 different request. 
They then sent me a letter with an affidavit they wanted me to fill out and notorized. I filled out the form, had it notorized and sent it back to them a day later via certified mail. 
They received the affidavit on XX/XX/XXXX. I gave them a week before calling to verify they have the affidavit and asked what the status is. Spoke with XXXX on XX/XX/XXXX who could not provide me any info and states the back ofc works on this cases and she thinks it will take up to 90 days to get this resolved. I requested her to send me a copy of the actual check they sent and for a letter or email sent to me with the status of my case and a timeline of when I can expect to get the money back to my account. No email or letter so I call again onXXXX, spoke with XXXX, asked her for the same thing and both times I was told the back office will send me an update. It is now XX/XX/XXXX. No msg from XXXX XXXX which is the name of the XXXX XXXX company Navy Federal Credit Union uses. I then reached out to the Navy Federal Credit Union to intervene on our behalf and find out what is going on with my case. They have basically told me we have to contact XXXX XXXX and can't help me. Meanwhile I am out {$500.00} and no idea if and when I will get the funds back. This has been going on since XXXX. I've done everything they've asked and just want to get my money back. My husband and I are retired on a fixed income and can't be losing {$500.00} just like that.

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