Consumer complaint received 2025-04-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
On XX/XX/year>, I went to the Navy Federal Credit Union drive-through at XXXX XXXX XXXX XXXX XXXXXXXX XXXX. The outside ATM was not working, so I used the line for the drive-through ATM closest to the bank. I attempted to withdraw {$200.00} using my XXXX card. After the transaction began, the loading screen appeared, but no money was dispensed. When I checked my account, I saw that {$200.00} had been deducted. 

I immediately called Navy Federal, and a customer service representative acknowledged that she had received several calls about the location 's ATMs. She advised me to contact XXXX to inform them of the situation and to check for any reversals on their end. I followed her instructions, and XXXX needed information from Navy Federal confirming that the {$200.00} was not dispensed. 

I disputed this with XXXX, and Navy Federal sent them information stating that there was no error. I then took time off work to visit the bank in person. I spoke with a representative named XXXX, who was very kind, and he informed the bank manager about my situation. A lady named XXXX took my XXXX card to the manager, whose name starts with an " S, '' but I cant recall it at the moment. 

XXXX later returned and said they had checked their ledger and found a {$200.00} discrepancy from that date. They assured me they would make sure I received my money back. However, they did not call me back as promised. After going back and forth with the bank for over two weeks, I took another day off work to speak with XXXX, an assistant manager. I explained everything to her, including that the information being sent from Navy Federal to XXXX did not indicate that there was an error. XXXX would not refund my money until they received documentation that showed Navy Federal had a discrepancy. 

I was very upset, and XXXX informed me that neither the branch manager nor XXXX had made any notes about my situation. She then assured me that she would escalate the matter to her higher-ups to get it resolved and stated she would temporarily credit my account with the {$200.00}, pending XXXXXXXX XXXX deposit. She also assured me she would not remove it until I received my money from XXXX However, Navy Federal later withdrew the {$200.00} from my account again and has still not sent the correct information to XXXX for the money to be returned to me. I feel that my money has essentially been taken from me without justification. As a result, I have retained an attorney and filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) and other agencies. This situation is unacceptable. When I called customer service again, they informed me that the bank refused to take my call because they are no longer supposed to receive calls directly at the branch. 

Additionally, I overheard XXXX telling XXXX that they were " blackballing '' me, saying, " You all are blackballing this lady. '' Mind you it is now XXXX and still nothing

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