Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
To the Consumer Financial Protection Bureau, I am filing this complaint to request regulatory review of a second, escalating paymentprocessing failure involving Navy Federal Credit Union and their XXXX bill pay provider, XXXX. This incident concerns my XX/XX/year> rent payment and has resulted in withheld funds, improper fees, and a threat of legal action from my property management company. On XX/XX/year>, XXXX XXXX XXXX {$1900.00} from my checking account ending in XXXX to fund check XXXX XXXXXXXX for my XXXX rent payment to XXXX Apartments ( XXXX XXXX Narrows XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX ). The payment was to be mailed to their designated address at XXXX XXXX XXXX, XXXX, VA XXXX. Despite the withdrawal, I received notice on XX/XX/year> from XXXX XXXX stating that they intended to begin legal action against me for nonpayment of rent due to insufficient funds. This was alarming, as the money for the check had already been removed from my account and was still being held by XXXX/Navy Federal . According to both institutions, XXXX XXXX attempted to cash the check on XX/XX/year>. They claim the check was returned for insufficient funds, resulting in a {$180.00} late fee and a {$50.00} insufficient funds fee. This explanation raises several serious concerns : * * XXXX/Navy Federal had already withdrawn and were still holding the {$1900.00}. * * If the funds were being held for the check, it is unclear how the transaction could be marked as insufficient funds. * * XXXX continues to hold the {$1900.00} * *, yet I am being told I must pay a {$30.00} stoppayment fee if I want the funds returned. * * XXXX is attempting to attribute the issue to an incorrect address * *, despite the fact that XXXX XXXX has received my payments for nearly XXXX years. Any delays that have occurred were due to XXXX sending checks latenot because of any action on my part. * * XXXX has stated they will only reimburse the {$50.00} insufficient funds fee * *, refusing responsibility for the {$180.00} late fee for XXXX or the identical late fee from XXXX, even though both incidents follow the same pattern of failed payment delivery. This situation has now escalated to the point where my landlord is threatening legal action, and I am being charged multiple fees while XXXX continues to hold the original {$1900.00}. The pattern of errors, combined with the refusal to take responsibility, raises concerns about the fairness, accuracy, and transparency of the paymentprocessing practices of both Navy Federal and XXXX. I am requesting the CFPBs assistance in obtaining : XXXX. Reimbursement of all late fees and insufficient funds fees associated with the XXXX and XXXX rent payments. XXXX. Immediate release of the {$1900.00} being held for check XXXX XXXXXXXX without requiring a stoppayment fee. XXXX. A clear explanation of how a check can be marked as insufficient funds when the money was already withdrawn and held. XXXX. Written assurances from both institutions outlining corrective measures to prevent further payment failures. This ongoing issue has caused financial harm, emotional distress, and the threat of legal consequences through no fault of my own. I respectfully request the XXXX review and assistance in resolving this matter. Sincerely, XXXX XXXX XXXX

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