Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: NAVY FEDERAL CREDIT UNION
State: MI

Complaint narrative:
To Whom It May Concern : I am filing this complaint regarding Navy Federal Credit Unions mishandling of an ATM deposit dispute.

Transaction details : Bank : Navy Federal Credit Union ATM Location : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Date/Time : XX/XX/2024 at XXXX XXXX ( receipt attached ) Receipt Reference : Terminal XXXX, card ending in XXXX Amount Attempted : Approximately {$1200.00} ( exact amount unknown due to ATM malfunction ) Receipt Shows : {$3000.00} Deposit Exception Record Issue : On XX/XX/2024, I attempted to deposit funds into my Navy Federal account through an ATM at XXXX XXXX XXXX XXXX XXXX XXXX ( shared branch ATM ). The machine malfunctioned mid-transaction, kept my cash, and printed a Deposit Exception Record receipt ( attached ). The receipt clearly states : One or more deposit items were unable to be returned due to a technical problem. We apologize for the inconvenience. I filed a dispute with Navy Federal immediately, but the handling of my claim has been unacceptable : Navy Federal initially denied my claim, stating that the ATM owner had provided documentation and that I benefited from the transaction. This was incorrect, as my money is still sitting unclaimed at the XXXX branch.

After I followed up with proof and confirmation from the XXXX branch manager, Navy Federal changed its reasoning, now claiming the transaction occurred too long ago to be resolved.

This inconsistent and dismissive handling has left me financially harmed and without resolution for funds that rightfully belong to me.

Confirmation from XXXX : I spoke directly with the branch manager, XXXX XXXX ( XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). She confirmed that an overage was recorded by their accounting department on the same day as my disputed deposit. While XXXX can not disclose the exact overage amount to me due to internal policy, this confirmation supports my original claim that I did not receive the full amount of funds I deposited. 

Branch Manager XXXX advised that a Navy Federal representative should contact her directly to reconcile the overage amount and properly resolve this dispute. 

XXXX Branch Manager Contact Information : Name : XXXX XXXX Phone : ( XXXX ) XXXXXXXX XXXX XXXX Email : XXXX Relief sought : I request the CFPB require Navy Federal to : 1. Re-open and properly investigate this ATM deposit dispute, including reconciliation with XXXX  ATM and accounting records. 
2. Return the missing deposit amount ( approximately {$1200.00} ).

3. Provide a clear and consistent explanation of their findings, instead of shifting denials.

I am also formally filing this report with the CFPB to ensure Navy Federals repeated failures to handle consumer disputes are documented.

My Contact Information : Name : XXXX XXXX Address : XXXXXXXX XXXX XXXX XXXX XXXX Phone : ( XXXX ) XXXX Thank you for your assistance. 

Sincerely, XXXX XXXX

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