Consumer complaint received 2024-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/XXXX at approximately XXXX XXXX I received an email Withdrawal Notification from Navy Federal Credit Union informing me that {$380.00} was withdrawn from my EveryDay Checking account. Shocked, confused and upset, I contacted NFCU to inquire about and resolve the issue. After several attempts at trying to speak with someone, I was connected with XXXX, who in turn supposedly transferred me to another department for assistance. After being transferred I waited nearly XXXX mins on hold ( without the previous agent coming back to the phone to do a courtesy check ) before finally disconnecting from the call. 

However, soon it dawned on me that the withdrawn funds is the exact amount of a recently submitted claim regarding disputed debit card transaction ( XX/XX/XXXX ) with the merchant XXXX. On Tuesday, XX/XX/XXXX, I received an email from NFCU- Requesting Additional Info : " We could use your help! Strong documentation will greatly assist us in recovering the {$380.00} that may have been charged to your debit card in error by XXXX. '' First of all, with regards to that email and in response, I never indicated to NFCU nor did I indicate it anywhere in my dispute claim that my card was charged in error. What I did state, however, was that I was very dissatisfied with the transaction and provided in depth details surrounding my expectations and results from the service transaction not being met with this particular entity. Secondly, when they sent me that email, I responded to it within 2 days of having received it providing them with the additional information they requested including communications and other supportive evidence and documentations for my claim. I had not heard back from them regarding that claim or my submitted documentation until this recent Withdrawal Notification email I received from them. Funds were unjustifiably, wrongfully and unfairly withdrawn from my checking account. Not only was the business paid in- full for their services at the time of the transaction ( XX/XX/XXXX ), I was never issued a full refund for the transaction by this business. I only received a {$21.00} credit from them after having discovered I had been overcharged for the service. So how dare they double withdraw the amount from my account to give to a business that was already paid. Furthermore, NFCU has never issued me any temporary credit for the withdrawn dollar amount this disputed claim. I have absolutely no record of NFCU ever issuing me a temporary credit for the disputed transaction in the amount of {$380.00}. So, how do you justify a withdrawal in which there was no temporary credit issued for it in the first place? Make it make sense. 

I've noticed that NFCU has definitely changed for the worse with regards to their integrity, dignity, fairness and seemingly now non-existent respect and exceptional customer service to and for all. I've noticed now with this institution that after you've identified yourself via phone with your personal information and or if you're one with multiple disputed transactions and or complaints against a merchant and or NFCU you get treated differently by their phone agents. I guess I am considered an at-risk, problem member, meaning no one cares to really assist you and you find yourself not being helped at all, placed on hold and or transferred and waiting on hold for the next available phone agent for an unusual extended period of time ( without the previous agent coming back to the phone to do a courtesy check ) before you finally decide to disconnect from the call.

I have no doubt this recent withdrawal was done out of spite and with malicious intent. And not to mention there has also been other fairly recent unexplainable, suspicious activity and incident involving this institution in which my in-person check deposit at my local branch was not deposited into my checking account as requested. It was only after I contacted them via phone, that I spoke with a very helpful, mature and seasoned, emphasis on seasoned, representative who went above and beyond to help me by contacting the branch office I visited where I made the deposit that was able to finally get some resolve. And even though, I was contacted by a branch " manager '' regarding the incident, who by the way admitted no explanation nor wrongdoing on their parts, I am convinced that a fraudulent and suspicious activity regarding my bank deposit and checking account had taken place. In fact the helpful agent that I spoke to via phone regarding the incident advised me that if I had not contacted NFCU about the incident that the alleged " clerical error '' would not have been discovered and my funds would not have been recovered. That along with the fact that they were able to pull the surveillance footage from the day of my visit to confirm my in-person check deposit. 
I am truly convinced that this incident along with other recent communications and other highly unfavorable and unsatisfactory dealings with this institution, that they are forcing me after 25 years of loyalty to them, that it is finally time to walk away and bank with a more respectable institution that does not operate under bad, shady and discriminatory business practices. As I stated earlier, the money that was withdrawn from my checking account was done so wrongfully and unfairly. There was and is no absolutely no justifiable reason for this institution to have withdrawn that money from my checking account. Absolutely none. Like I said I had never been issued a temporary credit for the aforementioned dispute transaction, nor have I received a full refund from the merchant for that disputed transaction. Therefore, I want my funds credited back to my checking account immediately.

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