Consumer complaint received 2024-02-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: IN

Complaint narrative:
I had a checking account with NAVY FEDERAL that was charged off and closed. I also had a XXXX XXXX XXXX XXXX. 

I set up an agreement to pay the XXXX XXXX XXXX XXXX ( XXXX ) account. The payments were {$70.00} or so. I set up a bill pay through XXXX XXXX. 
Payments of {$80.00} was sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and all received by NFCU. 

The initial payment took several weeks to post to the XXXX account. I had to call regarding the remaining payments, because, although they had been endorsed or received by NFCU, they was NOT applied to the XXXX account. 

In one instance, NFCU was able to locate a payment and apply it to the XXXX account. However, this was After the due date, although they received it in a time manner. 

On another occasion, NFCU placed an {$80.00} payment into my savings account THEN transferred it over to the XXXX account after we spent well over 1 hour on the phone with them trying to locate it. 

A rep in the accounting dept at NFCU stated that she was unsure as to why the payments were not posting to the XXXX account, and to avoid future confusion, to contact NFCU to authorize ACH payments rather than the check through XXXX bill payments. 

However, there was already additional payments submitted through XXXX to be paid to the XXXX account. 

Fast fwd to XX/XX/XXXX. I contacted NFCU because 2 payments still had NOT been posted to the XXXX account. 

The NFCU Rep stated that the initial payments were delayed due to the received checks not written on them which account it should go to ( The XXXX and the CLOSED/CHARGED OFF checking account has the SAME account number, which I was informed by NFCU to use when I set up bill pay ) but that she saw that other checks stated that the payments should go to XXXX XXXX XXXX XXXX. 

She also stated to me that although she saw several checks scanned in, the payment of three of the checks could NOT be located. The dates and last 4 digits of those check numbers are that was given to me is : XX/XX/XXXX # XXXX XX/XX/XXXX # XXXX XX/XX/XXXX # XXXX At that point, I informed the Rep that prior payments did NOT state where the funds should posted and that the remaining checks DID, therefore, their theory did not make sense that the payments were " lost '' due to a memo or not and that the account number AND activity of the accounts should be sufficient. 

After being on the call for almost 2 hours, I was informed that the " lost '' payments had been found and accounted for and was applied to the CLOSED/CHARGED OFF/NO ACTIVITY checking account and NOT to the XXXX in which I had a payment agreement AND payments applied to ... ..SIMPLY because there was no memo. 

I informed the supervisor that the previous representative stated that there WAS a memo and that the memo showed on the period of payment from my bank HOWEVER she stated there was not And, " if we can not figure out where a payment is to go, we're going to pay the one that is owed to us! '' I informed her to pay a CLOSED account with the SAME account number as an account that has payments being made to them is ridiculous based on an agreement is RIDICULOUS. 

She stated that the payments are all accounted for and CAN NOT be reversed. 

Im in the process of fixing my credit in hopes of purchasing a home in XXXX. 
This issue has caused LATE PAYMENTS and NO PAYMENT to my account, due to NFCU incompetemce, negligence and internal errors. 

Initially it was stated that the account will be reviewed upon receipt of all payments so the finance charges, late payments AND derogatory statements made to the credit bureau WILL be fixed. 

I do NOT want my money back. 

I simply want the money that I paid to go the the XXXX XXXX XXXX XXXX XXXX, the interest fixed and ANY AND ALL derogatory remarks regarding late payments removed ASAP. 

This is NAVY FEDERAL CREDIT UNIONs ERROR AND NAVY FEDERAL CREDIT UNION should be REQUIRED to restore my account AND apply any and ALL payments to the XXXX XXXX XXXX XXXX ACCOUNT IMMEDIATELY.

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