Consumer complaint received 2026-01-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Other advances of future income
Issue: Issues with repayment — 
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
During the Government Shutdown I called Navy Federal and used their government shutdown loan, where they paid me whatever my last paycheck was, every other XXXX until the government re-opened. I was told that they would only pull whatever the government back paid to me until the loan reached XXXX  days and then required a full payment of the loan. Once the Government re-opened, Navy Federal sent an email stating they were pulling the entirety of the loan in XXXX days and making sure there was money in the account. The government had not given us a FULL backpay paycheck and instead gave us small installments over XXXX payments until paid in full. I called Navy Federal for the first time and advised them of this. The person I spoke to admitted that Navy Federal did not expect the Gov to not do a XXXX lump sum and they would rectify it and only take what Gov issued to the bank account. I checked my bank account XXXX days later and Navy fed had pulled the entirety of my bank account to re-pay the loan, which they said they would not do and weren't allowed to according to their terms and conditions of the Loan since it hadn't been XXXX  days yet. I once again called Navy Fe and asked for a supervisor. I explained that the money I put into my main checking account was tied to several online bill payments that were now going to bounce since they took it all out. This XXXX said he would start a case and get back to me but that everything would be taken care of. I didn't hear back for XXXX days and called Navy Fed for a XXXX time asking to speak to an additional supervisor. This XXXX listened to the recordings of my previous call and literally admitted to me that I was not speaking to a supervisor and that no case had been started. Me obviously disgusted and angry advised that my bills were going to bounce, hurting my credit and causing additional fees. This XXXX advised they would start a case and transferred me to bill pay which is a XXXX party. I advised this bill pay person of the issue and they advised they would issue a stop payment for these bills to avoid them bouncing. I took their word for it and decided not to dive any further into the unpaid bills. After a week of no response about the case they started where they illegally pulled all my money before the 60 days, I decided to write a message on the Navy federal APP and they responded with the loan is paid in full, how else can we help. At that time, I realized that this bank has awful customer service and believes they can do what they want without any responsibility. All this was in XXXX. I did online XXXX pay for XXXX to those same bills that I did a Stop Payment for in XXXX. I received mail from XXXX of the lenders with a copy of the check stating the bank issued a stop payment. At the time I thought maybe they continued the stop payments into another month. I checked the app and looked at the account, and it showed that the bill had Processed so at the time I thought the check had gone through successfully, and that I had messed up my calculations and used the money for some house renovations we are doing. So now not only do I not have the money to pay these bills, which wasnt my fault, but I didnt find out until XXXX weeks later that the bills hadnt been paid and it is hurting my credit. I made an additional call to Navy fed and spoke for over XXXX hours, being transferred 5 times, not XXXX person cared about the manner and XXXX of them were supervisors. The last women I spoke too actually seemed like she cared and understood. She put me on several holds and at the end I could tell someone above her told her not to bother helping as she said she would not contact the companies advising of the mistake and simply said that I must do it and that they would only refund the additional fees for being late if we provided evidence. I said, So you are not going to take responsibility for your mistake and make it right. And she said no. I told her I would be filing a report with CFPB and FDIC and she hung up on me. After this I tried to gather evidence for this submission and wrote messages on the app asking for a record of conversation and they have replied with No every time. I have always been told that Navy Federal Discriminates against any other branch of military except the Navy and I am seeing it first-hand. I have had better customer service at XXXX than these people and the way they play with my money and livelihood with complete disregard is disgusting. Please help!

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