Consumer complaint received 2025-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: NAVY FEDERAL CREDIT UNION
State: MO

Complaint narrative:
Navy Federal Credit Union Dispute XXXX  XXXX XXXX XXXX XXXX XXXX, VA XXXX Subject : Formal Dispute Unauthorized Fees, Violation of Consumer Rights, and Request for Refund & Compensation Dear Navy Federal Credit Union Dispute Department, I am formally disputing a series of improper fees that were charged to my account despite my explicit instructions to prevent overdrafts. Additionally, I am requesting a full refund of these fees along with additional compensation for the financial and personal damages incurred due to these unauthorized transactions. 

On XX/XX/year>, at XXXXXXXX XXXX, I contacted Navy Federal Customer Support regarding three separate fees of {$29.00} each, totaling {$87.00}, which were deducted from my account as follows : XX/XX/year> : - {$29.00} XX/XX/year> : - {$29.00} XX/XX/year> : - {$29.00} Upon speaking with a representative named XXXX, I was informed that these were returned check fees due to attempted charges. This is incorrect, as : I did not write or authorize any checks. 
I had previously XXXX overdraft protection to prevent transactions from processing without sufficient funds. 
There were no actual transactions completed, meaning no exchange of funds occurred. 
When I escalated this issue to a manager, I was met with unprofessionalism, dismissiveness, and an unwillingness to address my valid concerns. The manager continuously cut me off, refused to provide clarification, and ultimately hung up on me after raising their tone. 

Violations of My Consumer Rights : The improper fees and customer service I received constitute violations of multiple federal banking regulations, including : Violation of the Electronic Fund Transfer Act ( Regulation E ) 12 CFR 1005.17 Under Regulation E, consumers must affirmatively opt in to overdraft services for fees to be legally assessed on attempted transactions. 
Since I had opted out of overdraft services, Navy Federal had no legal basis to process and charge me returned check fees.

Resolution Demanded

: Immediate refund of the {$87.00} in fees. Violation of the Truth in Savings Act ( TISA ) 12 CFR 1030 Banks are required to clearly disclose all ac
count fees.

Navy Federal failed to properly disclose that I could still be charged a returned check fee even with overdraft protection XXXX. 
Resolution Demanded : Written confirmation of where these fees were disclosed in my account agreement. If they were not disclosed, immediate removal of these charges.

Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531 Charging " returned check fees '' on transactions that never involved a check is deceptive and misleading.

The refusal of the manager to provide reasonable clarification and the rude, dismissive, and threatening behavior constitutes an abusive practice under UDAAP regulations.

Resolution Demanded : A formal written apology from Navy Federal management for the unprofessional treatment I experienced.

Fair Credit Billing Act ( FCBA ) 15 U.S.C. 1666 If these improper fees caused delayed payments, late fees, or other financial harm to my personal or business finances, Navy Federal is responsible for rectifying those damages.

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