Consumer complaint received 2025-04-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to formally dispute and appeal a charge of {$550.00} that was debited from my Navy Federal Credit Union account by XXXX XXXX. The transaction occurred in connection with a rental application and deposit for a home that I never had the opportunity to view, through no fault of my own. 

In XX/XX/year>, I applied to rent a property managed by XXXX XXXX. As part of the application process, I was required to place a {$500.00} deposit, with the understandingclearly communicated to me by their representativethat the deposit would only be non-refundable if I personally chose to cancel the application before viewing the home or without valid cause. I was assured that if I had the opportunity to view the home and decided not to proceed, I would be eligible for a refund. 

I was informed the home would not be ready for viewing until XX/XX/year>. However, I received a text on or around XX/XX/XXXX stating the home was available earlier. Unfortunately, I had just experienced a death in my family and was out of town handling arrangements. I immediately informed XXXX XXXX of my situation and was advised to have a family member view the property on my behalf. I explained that this was not possible but assured them I would return to town as soon as I could. 

I returned on XX/XX/XXXX and attempted to schedule a viewing for XX/XX/XXXX. I called to inform XXXX XXXX and was told I would need to call again the following day to receive a one-time access code. I followed their instructions, and on XX/XX/XXXX, I drove over an hour to the property in XXXX XXXX, XXXX, only to be told I could not be granted access because I was already scheduled to move in on XX/XX/XXXX. This was extremely confusing, as I had never confirmed a move-in date nor even had a chance to view the home. 

I spent over XXXX hours outside the property on the phone with XXXX XXXX trying to get the access code or cancel my application, to no avail. I texted them and advised that I would be contacting my bank to dispute the charge due to their poor customer service and failure to allow me to view the property. Later that same day, a representative called me ( a XXXX call, of which I have a screenshot ) and confirmed that my application would be canceled due to the inconvenience and mishandling on their part. 

On XX/XX/XXXX, I received a follow-up call from another representative who reiterated that my application had been canceled and that I would receive a full refund within XXXX business days. I have a screenshot of this conversation as well. Despite these assurances, I never received a refund. 

To this date, I have not been refunded the {$550.00} charged to my account. I believe it is unjust and unethical for XXXX XXXX to retain these funds, especially after multiple representatives acknowledged the mishandling of my application and explicitly stated that I would be refunded. 

Attached to this letter are copies of my communication records, screenshots of the calls and texts, and any supporting documentation relevant to this dispute. 

I respectfully request that Navy Federal Credit Union reverse this charge and credit my account the full amount of {$550.00}. I appreciate your time and attention to this matter and am available to provide any additional information you may need. 

Also, I am writing to formally dispute the recent restriction placed on my access to all Navy Federal branch locations. I have been a loyal member of Navy Federal for a considerable period, and up until recently, I have always had positive experiences with your services. However, I am deeply concerned and distressed by the events that occurred in late XXXX, which have led to this ban. 
At the end of XXXX, I went into XXXX of your branches, as I had been advised by customer service over the phone that the only way to have the hold removed from my check was to speak to a branch manager in person. Upon my arrival, I was met with a branch manager who, while attentive, was very unhelpful and rude. Despite my clear distress, especially given that it was XXXX and I was trying to care for my foster children, she did not offer any support or solutions. I expressed how unfair the situation was, as I was given different information when I initially deposited the check, and I began to cry out of frustration. 
I requested the district managers contact information but was only given an email address. I left the branch without incident when asked, but now, I find myself being told that I am barred from all Navy Federal branches. This is very puzzling and upsetting, especially since this particular branch was not even my normal location, and I have never had any issues with my account at any of your locations prior to this incident. 
I need access to my funds and the ability to visit the branch to withdraw or deposit money. I believe the situation was handled unfairly and would appreciate the opportunity to speak with either the district manager or the regional manager to resolve this matter. I have attempted to reach someone through customer service on several occasions, but unfortunately, I was not able to receive any assistance. A few days after the incident, I returned to the branch and deposited a check with no problem. At no point was I informed of any ban or restriction placed on my account. 
It has come to my attention recently that I have been banned from all branch locations, which is a surprise and an action I do not fully understand. I respectfully request that this ban be reconsidered and that I be given the access to my account that I so desperately need. I have always valued Navy Federal and the services you provide, and I would be grateful for a prompt resolution to this issue. 
Thank you for taking the time to read this letter. I am hopeful that this matter can be addressed fairly and that I can continue to enjoy the services of Navy Federal Credit Union.

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