Consumer complaint received 2026-01-26 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: AZ

Complaint narrative:
* * WHAT HAPPENED : * * I am a XXXX XXXX XXXX  's spouse with XXXX and XXXX. I have been a member of Navy Federal Credit Union for 36 years, first joining in XXXX on the XXXX XXXX XXXX in XXXX XXXX when I was XXXX XXXX XXXX. I am on fixed SSI income. 

* * PREDATORY " OOPS '' FEE TRAP : * * In the last 30 days ( XX/XX/XXXX - XX/XX/XXXX ), Navy Federal has charged me over {$120.00} in " Overdraft Protection Service '' ( OOPS ) fees at {$20.00} per transaction. These fees were charged on small, necessary purchases including : - {$5.00} for groceries ( charged {$20.00} fee ) - {$12.00} loan payment ( charged {$20.00} fee ) - Multiple essential purchases under {$50.00} I am currently - {$180.00} overdrawn. If these predatory fees were refunded, I would be current on my account. The fees themselves are creating the overdraft cycle. 

When I called to complain, Navy Federal representatives told me " you CHOOSE to be in OOPS. '' I did not choose this. Navy Federal automatically enrolled me in this " protection '' service that is actually a debt trap. Each {$20.00} fee pushes me deeper into overdraft, triggering more fees. 

* * HARASSMENT AND ADA VIOLATIONS : * * I am autistic with ADHD. Phone calls are extremely difficult for me due to sensory processing issues. The beeping, button pressing, hold times, and constant transfers cause severe distress. 

Despite repeatedly requesting email communication and reasonable accommodation under the ADA, Navy Federal : - Refuses to provide email contact for fee disputes- Forces me to use phone-only customer service - Keeps me on hold for extended periods - Transfers me between departments repeatedly - Has called me constantly throughout XXXX * * Documented call log shows HOURS of my life spent trying to resolve this : * * XXXX : - XX/XX/XXXX : XXXX minutes ( I called them ) XXXX : - XX/XX/XXXX : XXXX minutes at XXXX AM ( I called them in the middle of the night in crisis ) - XX/XX/XXXX : Tried to reach Financial Counseling twice ( XXXX seconds, XXXX seconds - no answer ) - XX/XX/XXXX : XXXX hour XXXX minutes ( they called me ) - XX/XX/XXXX : XXXX minutes ( I called ) - XX/XX/XXXX : XXXX minutes ( I called again ) - XX/XX/XXXX : XXXX minutes ( I called ) - XX/XX/XXXX : XXXX minutes ( they called me ) - XX/XX/XXXX : XXXX minutes ( I called again ) - XX/XX/XXXX : I tried XXXX TIMES ( XXXX seconds, XXXX seconds, XXXX minutes, canceled call, XXXX minutes ) - XX/XX/XXXX : XXXX hour XXXX minutes ( I called ) - XX/XX/XXXX : XXXX minutes ( they called ) - XX/XX/XXXX : XXXX minutes ( they called ) - XX/XX/XXXX : XXXX minutes ( they called ) - XX/XX/XXXX : XXXX minutes ( they called ) - XX/XX/XXXX : XXXX hour XXXX minutes ( they called ) - XX/XX/XXXX : XXXX minutes ( I called ) XXXX : - XX/XX/XXXX : XXXX minutes ( they called ) I have spent HOURS trying to resolve this issue as a XXXX person who struggles with phone communication. I have been given NO resolution. 

As a XXXX person on fixed income, this phone-only system is discriminatory and violates the XXXX. I have repeatedly requested email communication and have been denied. 

* * PSYCHOLOGICAL HARM : * * During one call, I told Navy Federal representatives that their predatory practices were pushing me to suicidal ideation. Their response was to ask if I wanted them to call XXXX. They did nothing to address the financial abuse causing the crisis. 

I am a military family member in crisis. My mother recently passed away. My adult son is under state guardianship. I am managing a VA claim while surviving on fixed income. Navy Federal 's predatory fees pushed me to feelings of hopelessness. 

If their practices did this to me- a XXXX loyal member and survivor - what are they doing to : - Young military families living paycheck to paycheck - Veterans with XXXX, XXXX, and mental health struggles- Homeless veterans already on the edge - Military spouses trying to feed their children during deployment * * WHY THIS MATTERS : * * Navy Federal Credit Union operates on XXXX  bases and markets itself as serving military families. I joined Navy Federal BECAUSE it was on the base. I trusted it BECAUSE it claimed to serve military families. 

Instead, Navy Federal is : - Using that trust to exploit vulnerable military families - Profiting off poverty and XXXX - Creating debt traps through " OOPS '' fees - Ignoring complaints and ADA accommodation requests- Causing psychological harm to people already in crisis - Targeting the very people who sacrificed for this country When I was a young military spouse in XXXX, I was XXXX XXXX XXXX, pregnant, and so poor my husband and I shared an XXXX XXXX. If it wasn't for Navy Relief, I don't know how we would have survived. If Navy Federal had charged me {$120.00} in overdraft fees in one month back then, I don't know where I'd be today.

How many young military families is Navy Federal pushing into homelessness, bankruptcy, or worse RIGHT NOW? 

This is institutional abuse of military families on military bases. 

* * WHAT I WANT : * * 1. Immediate refund of all OOPS fees from the last 90 days 2. Opt-out of OOPS with no ability to re-enroll without written consent 3. Cap on monthly overdraft fees for all military families XXXX. Email communication option as XXXX accommodation XXXX. Written policy on XXXX accommodations for XXXX customers XXXX. Investigation into Navy Federal 's OOPS practices and harm to military families XXXX. Accountability for psychological harm caused I am requesting reasonable accommodation under the XXXX and protection under the Military Lending Act and Servicemembers Civil Relief Act. 

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