Consumer complaint received 2025-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: NAVY FEDERAL CREDIT UNION
State: MD

Complaint narrative:
Issues with Navy Federal Credit Union ( NFCU ) Payment Processing I am writing to address persistent issues with Navy Federal Credit Union 's ( NFCU ) payment processing that have led to the closure of a credit card account and subsequent negative impacts on my credit score.

My concerns center on NFCU 's inconsistent and non-chronological processing of payments, which has resulted in legitimate payments being returned for insufficient funds despite adequate account balances. 

Specific Incidents : XX/XX/XXXX : A payment of {$200.00} was made to a credit card company. My account balance at the end of the business day was {$360.00}, and a {$500.00} cash deposit was also made on the same day. Despite these sufficient funds, the {$200.00} payment was held and subsequently returned on XX/XX/XXXX, due to " insufficient funds. '' My online banking portal shows no transactions on XX/XX/XXXX ; the next recorded activity is a deposit of {$590.00} on XX/XX/XXXX, with an ending balance of {$290.00}, still sufficient to cover the initial {$200.00} payment. 

XX/XX/XXXX : A {$250.00} payment was made to the same credit card company. My ending balance on this date was {$820.00}. Similar to the prior incident, no record of this payment or its return appears in my online transaction history. 

XX/XX/XXXX : A {$170.00} payment was made, with an end-of-day balance of {$600.00}. No transactions were recorded until XX/XX/XXXX. 

This pattern suggests that NFCU is holding or delaying the processing of certain transactions, allowing later transactions to clear first, which then depletes the available balance for the earlier payments. This practice is concerning and appears to be inconsistent with standard banking procedures. 

Customer Service and Account Discrepancies : Upon contacting NFCU, representatives stated they could only access information for the past 60 days and could not explain the non-chronological processing. Furthermore, one representative indicated that the transaction information displayed in the online banking portal is not entirely accurate. This discrepancy makes it exceedingly difficult to effectively manage my accounts and monitor my available funds.

Fund Verification Issues : On one occasion, a credit card company attempted to verify funds with NFCU while I was on the line, but NFCU refused to provide verification. This is in contrast to a previous instance where NFCU did verify funds for a different credit company upon my request. 

The aforementioned issues have directly resulted in a credit card account being closed, leading to a negative impact on my credit score. I request a thorough review of these processing irregularities and a clear explanation of NFCU 's transaction posting policies to prevent future occurrences and mitigate further damage to my credit.

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