Consumer complaint received 2025-05-03 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: NC

Complaint narrative:
* * Subject : * * Formal Complaint Regarding Overdraft Fees and Request for Refund * * To : * * Navy Federal Credit Union * * From : * * XXXX XXXX XXXX * * Date : * * XX/XX/XXXX Dear Navy Federal Member Services, I realize that you are supposed to be a Credit Union, and that is why I can not figure out why I am being punished for not knowing how to manage my money. I do not understand why I could be charged {$29.00} fees for transactions that are under {$10.00}. Yet, you continue to echo, while you are robbing me in broad daylight, that you are here to help me. I can guarantee that it is a delusion, and I am positive of that, because, so far, banking with this institution has cost me over {$1000.00} within a year. 

* * XX/XX/XXXX * * Navy Federal Credit Union has been charging me {$29.00} fees prematurely, despite having sufficient funds to cover my withdrawals. On XX/XX/XXXX, I contacted them about a fraudulent transaction on my account. I reported it, filed a dispute, and the {$29.00} fee was returned. By XXXX XXXX  that evening, I had also deposited {$110.00}, bringing my available balance to $ XXXX to cover the {$140.00} ACH from XXXX. However, when I checked my account the next morning, another {$29.00} fee had appeared with no clear explanation. 

I called in to resolve the issue, but after speaking with a representative and then a supervisor, the situation became more confusing. The supervisor mentioned an unrelated {$46.00} transaction from XXXX XXXX, but it had already been resolved the previous evening when they credited the fee back to me. There was no clear reason why the {$29.00} fee was deducted again, which caused an overdraft on the {$140.00} payment, potentially leading to expensive consequences. 

This is not the first time Navy Federal has held funds or delayed transactions in a way that led to insufficient fund fees. Ive experienced similar issues before, where debits and credits seemed to be " juggled '' over several days without clear communication or explanation. The inconsistency in customer service only adds to the frustrationdepending on who you speak to, you may or may not get accurate information. Unfortunately, the representative I spoke to on XX/XX/XXXX seemed completely unqualified to handle the situation, leaving me more frustrated than before. See attachment for full text. 

* * XX/XX/XXXX * * On XX/XX/XXXX, I made a debit card transfer with my debit card issued by XXXX XXXX XXXX XXXX. I typically make these transfers from my personal account to my business account with Navy Federal. My first transfer was in the amount of {$200.00}, and my second was for {$150.00}. I made two transactions because they both claim to have failed. So, I managed to be able to transfer money from my XXXX XXXX, and it went directly in. 

Well, needless to say, the next morning I had two insufficient fees of {$29.00} and an overdraft fee from my personal account. I went over to XXXX XXXX XXXX XXXX, and they gave me a copy of the codes that show that the transaction was made on the XXXX. I took it over to Navy Federal, and they still seem to have a hard time finding it. They did, thankfully, force those two checks through because I had called the next morning. 

A returned Mortgage check and {$390.00} short, I am very stressed out because I am short {$350.00} plus {$32.00} in overdraft fees, time spent going back and forth the whole week, so I could get my money back to pay my bills. As of today, I still have not received any money in my account. I am not sure what I am going to do about paying my mortgage, because I am already behind. This has put a real hardship on me. 

I have previously complained to Navy Federal Credit Union about their overdraft fees. And today, I am convinced that they are ruthless loan sharks. 

* * XX/XX/XXXX * * I made a transfer using my debit card over the phone. It said it failed twice, once for {$150.00} and the other for {$200.00}. I had to XXXX XXXX myself to cover those charges. My mortgage was also returned for insufficient funds. I have also been charged fees because of this. See attachments for full text. 

* * XX/XX/XXXX Navy Federals Response * * Thank you for your eMessage. On XX/XX/XXXX, XXXX XXXX presented an ACH Debit of {$140.00} to your account. Funds were insufficient to cover the transaction and it was returned and the return processing fee was assessed on XX/XX/XXXX. Previous charges returned NSF on XX/XX/XXXX were as follows : XXXX XXXX {$9.00} and XXXX XXXX {$8.00}. If we can be of further assistance, please let us know. 

* * XX/XX/XXXX Navy Federals Response * * Thank you for your eMessage. The two transactions were presented to us for payment on XX/XX/XXXX, prior to the XXXX XXXX transaction that brought your account up to the {$150.00} you were referencing. At the time they were presented, there were not sufficient funds to cover them, hence the returns and said fees. If you have additional questions about this, feel free to call us at XXXX, XXXX, XXXX XXXX. We look forward to assisting you soon, and thank you for your time.

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