Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
* * Subject : * * Misapplied Credit Card Payment / Returned Check Dispute Between Navy Federal Credit Union and XXXX XXXX XXXX XXXX XXXX * * Summary of the Issue : * * This complaint concerns a payment made by XXXX XXXX XXXX XXXX XXXX ( XXXX ) to Navy Federal Credit Union ( NFCU ) intended to pay down my Navy Federal credit card balance. Navy Federal initially showed the payment as deposited, then reversed it, and claims the check was returned to XXXX XXXX. XXXX XXXX, however, has provided documentation stating the check was cashed and the funds were disbursed to Navy Federal. Both institutions have provided contradictory information, and Navy Federal refuses to correct the error or reconcile the payment. * * Detailed Description : * * On XX/XX/year>, I obtained a loan from XXXX XXXX XXXX XXXX XXXX. As part of the loan disbursement, XXXX XXXX issued a check payable to Navy Federal Credit Union for the purpose of paying down my Navy Federal credit card balance. Navy Federals online activity history shows : 1. The check/payment was * * received and deposited * * into my credit card account. 2. Shortly afterward, the payment was * * reversed * * by Navy Federal. 3. Navy Federal claims the check was * * returned to XXXX XXXX * *. However, Peach State Federal Credit Union has provided documentation stating : - The check was * * successfully cashed * *. - The funds were * * disbursed to XXXX XXXX * *. - They have no record of receiving the check back. I filed a complaint with the XXXX XXXX XXXX XXXX ( XXXX ). XXXX XXXX responded to XXXX with documentation showing the check was cashed. Navy Federal reviewed XXXX XXXX response but continues to maintain that the check was returned and that they did not receive the funds. This leaves me in a situation where : - XXXX XXXX claims Navy Federal received and cashed the check. - Navy Federal claims they did not receive the funds and reversed the payment. - I am being held responsible for a balance that should have been paid by the loan proceeds. - Neither institution will correct the error or reconcile the transaction. * * Regulatory Concern : * * This appears to be a * * billing error * * and * * payment posting error * * under Regulation Z ( Truth in Lending Act ). Navy Federal has failed to properly investigate and resolve the discrepancy, despite being provided with documentation from XXXX XXXX. I am being harmed financially because the payment intended to reduce my credit card balance has not been properly credited. * * What I Am Requesting : * * I am requesting that the CFPB require Navy Federal Credit Union to : 1. Conduct a full investigation into the payment and check handling. 2. Reconcile their records with XXXX XXXX XXXX XXXX XXXX documentation. 3. Correct my credit card account to reflect the payment that XXXX XXXX states was cashed and disbursed. 4. Provide a written explanation of their findings and actions taken. I am attaching all available documentation from both institutions, including : - Navy Federal account activity showing the deposit and reversal - XXXX XXXX documentation showing the check was cashed - Correspondence from the XXXX case - Copies of the check records and loan disbursement documents- Any other supporting PDFs Thank you for your assistance in resolving this matter. -- -

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