Checking or savings account -- Managing an account -- Complaint #7737817

Complaint Overview

Complaint ID: 7737817

Company: Navy Federal Credit Union

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Banking errors

State: Virginia

ZIP Code: 22204

Date Received: 2023-10-21T12:00:00-05:00

Date Sent to Company: 2023-10-21T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Older American

Consumer Narrative

On Monday, XX/XX/XXXX I noticed my Navy Federal Credit Union checking account showed a {$200.00} debit for a check I had written and a {$200.00} debit from the account by a number that was not a check but had a similar last 4 digits as the other check. The online service would not show the check with strange numbers. I called NFCU and after over an hour and speaking with 3 different people, it was determined that the person I wrote the check to, also an NFCU member, had mobile deposited my check after endorsing the check for mobile deposit only and then subsequently cashed the same check illegally at a local branch. I was told NFCU would withdraw the funds from the account and return it to my account within XXXX XXXX. On Thursday XXXXXX/XX/XXXX I again contacted NFCU and was told it could take up to XXXXXXXX XXXX and that when the money was returned I would not be made whole, that the money would show as deposited on the day the money that they improperly deducted was returned. I was told the branch needed to return the money and there is no phone number for the branch, I could visit the branch in question if I wanted to discuss further. Clearly NFCU is responsible for deducting the money from my account twice and fraudulently. The money should be returned as if it was not deducted and I should also receive interest for the period of time they improperly deducted the money from my account. I contacted XXXX who advised I could contact CFPB about the issue. Having just looked at my account and seeing that my account has not been re-credited for the improperly deducted funds that were taken XX/XX/XXXX, I am contacting your office for assistance. While the person who presented the check twice is clearly at fault for double presenting and has made no effort to contact me or apparently the credit union, clearly the credit union is responsible for accepting the same check twice and debiting my account. It is unacceptable to expect me to also have to physically go to a location not near my home to discuss their error with them in person to facilitate the return of my money and further when the money is returned it should show as having been there since XX/XX/XXXX and I should be given the interest lost due to their error. I do not understand why if NFCU could clearly see 6 days ago that they made an error over 2 weeks ago, that should never have been allowed, that I am still waiting for the return of my money. I am thankful I had enough in my account to cover my other debits but this is just wrong and should not be allowed to happen. I also should not have to continue to call NFCU and check my account to see if the money has been returned, they should keep in contact with me to keep me apprised of their efforts to correct the fraud they are aware of.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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