Consumer complaint received 2026-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: NAVY FEDERAL CREDIT UNION
State: IL

Complaint narrative:
Navy Federal is ignoring my messages at this point. I have been messaging them since XX/XX/year>. I provided a screenshot and also offered to forward the email I recieved from that with a XX/XX/year> upload date. I also requseted documents on why {$36.00} was taken out my account as they claimed it was for the {$36.00} I accidentally said which still can not be accurate as they only withdrew {$36.00} and not {$36.00} but also did not re provide the {$36.00} they took out my account. They also have not provided anything for XXXX as well. I am assuming they just know reached out to XXXX as I have been in contact with shein for months now. They asked me to send my updated statment which makes no sense especally when they have it already without me needing to provide it and can see XXXX only refunded {$170.00} and kept {$72.00}. Their response to me on XX/XX/year> clealry states they are ONLY reviewing my claim/dispute BECAUSE of my complaint via the cfpb which is super shady. There is no way it should only be looked into because of a complaint. So as of XX/XX/year> Navy Federal has taken {$36.00} on XX/XX/year> out of my account with no explantation they can not say it is in regards to the XXXX dispute because it's not matching up with the messages via the app that have been screenshoted already. They have taken {$21.00} and {$21.00} out on XX/XX/year> with no explanation even after I have sent documents now and refuted their statment of a response being needed prior to that date. I am still very confused on how and why they took out {$36.00} claiming it was in refrence to the {$36.00} but did not take the {$0.00} so to me that doesn't look like it was in relation to my XXXX claim and just looks like they wanted to steal {$36.00} from me. Navy federal also needs to request chat transcripts from XXXX dating back months ago and not take no for an answer from them. If you look at every time I contacted XXXX, you will see they kept giving me the same automated responses for months without actually looking into anything. They only JUST NOW want to investigate because they told me today, XX/XX/year>, that they received notification I disputed the remaining amount. That alone shows they were acting in bad faith and were not genuinely trying to resolve the issue prior to the dispute being filed. I repeatedly requested picture proof of delivery for months, and they have still failed to provide any verifiable proof showing the package was properly delivered to me. A tracking status alone is not proof of delivery. They only stopped sending automated responses AFTER they were notified of the dispute, which was months after I continuously reached out, gave multiple warnings, and asked them to actually investigate where my package was instead of sending scripted responses. I made multiple good-faith attempts to resolve this directly with the merchant before disputing the charge, and those efforts were ignored. I am requesting that Navy Federal thoroughly review the communication history and obtain the full chat transcripts directly from XXXX, as those records will clearly show the repeated automated responses, lack of investigation, and failure to provide proof of delivery despite my ongoing requests over several months.

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