Consumer complaint received 2025-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: DE

Complaint narrative:
I am filing this complaint due to Navy Federal Credit Union providing inconsistent and inaccurate explanations regarding the early release of my VA XXXX XXXX, refusing to acknowledge a documented prior action taken by their collections department, and engaging in dismissive and unprofessional conduct during escalation, culminating in a supervisor terminating the call. 
Detailed Description of the Issue On XX/XX/XXXX, I spoke directly with a Navy Federal collections agent regarding my VA XXXX payment that was scheduled to post on XX/XX/XXXX ( Monday ). Navy Federal advertises a one-day early deposit benefit, which would normally place this deposit on Friday, XX/XX/XXXX. 
During that XX/XX/XXXX call, the collections agent explicitly asked whether I wanted my VA funds released early to bring my account into positive standing. I agreed, and the agent manually released the funds that same day. As a result, the VA XXXX payment posted to my account on XX/XX/XXXX, earlier than Navy Federals standard one-day-early policy.

I have verifiable proof of this : My bank account transaction history clearly shows the VA deposit on XX/XX/XXXX My phone records show the call with XXXX XXXX collections on that date Current Issue ( XXXX Payment ) My next VA XXXX payment has been listed as a pending transaction since XX/XX/XXXX. Based on the prior documented action taken by Navy Federal collections, I contacted Navy Federal on XX/XX/year> to request the same accommodation. 
Over the course of : Multiple online chat representatives Multiple phone representatives A supervisor And a further escalation call I was repeatedly told that what occurred on XX/XX/XXXX never happened and could not have happened. 
This was stated despite the fact that Navy Federals own system shows the deposit on XX/XX/XXXX. 
One supervisor initially acknowledged seeing the XX/XX/XXXX deposit and appeared confused, but then immediately reversed course and stated she could not see it and that it did not happen. 
Escalation Conduct Concerns When the matter was escalated further, the next representative attempted to : Reframe the XX/XX/XXXX deposit as having posted the night before Attribute it to XXXX timing, despite XXXX being XX/XX/XXXX Ignore the role of the collections agent and the manual release entirely This explanation was both factually inconsistent and contradicted Navy Federals stated policies, while also dismissing the documented involvement of collections.

When I attempted to calmly clarify that the explanation omitted the key factsspecifically, the collections agent offering and manually releasing the funds, I was spoken to in a condescending manner.

When I stated that I did not wish to be spoken to in a demeaning way, the representative labeled me as argumentative and terminated the call.

Why This Is a Problem Navy Federal took an action in XXXX, benefitted from it ( bringing my account positive ), and now denies that the action occurred Representatives provided conflicting and inaccurate explanations Supervisory staff refused to acknowledge documented account activity Escalation staff engaged in dismissive and unprofessional conduct My complaint was effectively shut down by hanging up on me I am not disputing Navy Federals general early-deposit policy. I am disputing : Their refusal to acknowledge a documented manual release by collections Their inconsistent explanations of their own transaction history The unprofessional handling of my escalation

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