Consumer complaint received 2026-04-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
I contacted Navy Federal Credit Union immediately the day a deposit was suppose to be made to my account. When it did not go in, I noticed I put the last XXXX numbers of the account number wrong. There were XXXX depsits XXXX on XX/XX/XXXX {$250.00} and the other was on XX/XX/XXXX {$13000.00} ( the larger of the XXXX deposits ) I notified them immediately that same day to make sure that is did not deposit into the wrong account number ( which i gave them ) and if so they could place a hold on the deposit or flag it. I called twice that day, XXXX of the people I spoke with was a supervisor on XX/XX/XXXX and was told both times they did not see a deposit and that it was probably rejected. Including the XXXX phone calls I also sent message via their chat and was told there was not a deposit. The sending bank had not received it back by XX/XX/XXXX. Called Navy Federal again and gave the tracing/tracking number of the deposit. Was told on XX/XX/XXXX to have the sending company to submit an letter of indemnity. They other company submitted the letter of indemnity on XX/XX/XXXX and tried to withdraw the funds and came back insufficient funds. Called Navy Federal again on XX/XX/XXXX and XX/XX/XXXX to check on the status and was told they did not receive the letter of XXXX. Called the sending company XXXX XXXX XXXX ) on XX/XX/XXXX and they told me they sent the letter of indemnity on XX/XX/XXXX when asked. Then spoke again on XX/XX/XXXX with NFCU and spoke with a supervisor and was told they would send the information to a case reviewer and I would be notified within XXXX. On XX/XX/XXXX Called NFCU to check the status and was then told not until XX/XX/XXXX. I was then transfered to a XXXX who then reviewed and said that the smaller of the XXXX deposits was sent back to the sender Pathward bank but the other needed to be reviewed due to the size of the deposit before they could send it back even though they were notified of the amount and received the XXXX of indemnity they requested and XXXX had attempted to withdraw the funds. Called on XX/XX/XXXX spoke with NFCU and was told NFCU sent a verification letter to XXXX and were waiting. Called on XXXX spoke with another person who then sent me to a XXXX at NFCU and when asked on the status they could not give me any information on how the process works or next steps was just told I have to wait. Called on XXXX and left a message with a XXXX XXXX at NFCU on XXXX, who was the supervisor that was able to at least give me some information, did not receive a call back. Called NFCU on XXXX and was told the funds were returned on XXXX back to XXXX bank. Called Pathward bank on XXXX to check and see if they had received anything an they said not yet so I called NFCU again on XXXX and was told that the amount was sent and even asked her to make sure it was the amount {$13000.00} she told me yes and to wait the XXXX business days. Called Pathward on XXXX and they still have not received it.Called XXXX and spoke with someone again at NFCU and asked for a tracing/tracking number to give to XXXX Bank and XXXX was not able to give me one and sent it to a supervisor who then I would need to wait XXXX business days to get a response. I then went to Navy Federal Credit Union Branch and spoke with the Branch manager and discussed everything that had taken place. He made phone calls to several departments who then let him know the they did send money back but not the full {$13000.00}. They sent back {$9600.00} because the person who's account it went into used {$3400.00}. Navy Federal did nothing the protect or place a hold on the deposit when I called immediately to let them know this depsit went into the wrong account number. I understand that I gave the wrong account number, but I notified them immediately and they did nothing to protect it until the other company could withdraw the funds back out and all of the people I spoke with on the day of the deposit said they did not see a deposit when I gave them the wrong account number the funds would have went into and wad told it would be rejected. They have all documents of all the phone calls on both accounts, mine and the person 's account that it went into in error. Clearly the phone representatives or supervisors did not know how to handle these issues and they can not speak with anyone in other department, they could only speak with them via chat. I did everything in my power to protect those funds but Navy Federal did not. This was my income tax return.

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