Date Received: 2019-02-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/19. Pending paycheck was there the day before and today its not being deposited. They said on the phone sometime soon. Thats unacceptable. My funds were pending. This is the second time in 64 days. Navy Federal CU isnt holding up their end of the deal and releasing pending funds. In my case its from my private sector paycheck.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have navy federal credit union and my direct deposit is not yet available as it should be. I tried calling them and was hung up on after being on hold for about an hour. They have not disclosed any info on their website as to why they are having issues. I need my funds to be available so I can pay my bills today.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposit not posted,24/7 phones not working, returned item fees charged, delayed communication from financial institute, communication received is sketchy at best
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31548
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My funds that were deposited into my account were not available due to Navy Federal Credit Union outage. My bills are now late.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Bank is having issues and not depositing our bank account. Hundreds of people are having the same issues. Accts are going into the negative and were paying the charges for it. Not fair
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85379
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Navy Federal has not posted my deposits. Their lines are down and social media states the problem is fixed. Meanwhile I am missing XXXX dollars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Navy Federal Credit Union ( NFCU ) has had at least two dates in the recent past where direct deposits have not been properly posted, leaving members with little to no funds on dates that should have had a deposit. The dates that I know of are XX/XX/XXXX and XX/XX/XXXX. The credit union fails to issue any type of warning such as an email, message on their website, or banner in their app until many hours after customers have noticed the missed deposits, causing significant stress to members. NFCU 's phones always go down because of the issues, so members are left without funds and unaware of the problem until the credit union issues a notification hours later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06360
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Our direct deposit of {$980.00} on XX/XX/2019 has not been deposited into our navy federal account. The bank is saying the funds are there via post on XXXX and their bank website but ourselves and many others are still not seeing our direct deposits and are getting declined. We all our collecting over draft charges and cant pay our bills because of this. They say the money is now there but it is still not regardless on their post that everything is fixed now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I bank with Navy Federal and my payroll direct deposit has not shown up in my account this morning. It has been reported that there are others experiencing the same issue. My wife actually had the same issue happen to her with Navy Federal a month or two ago. Navy federal has released a statement this morning saying that the funds are there but that we just can not see the deposits. That is not true ; the funds are not available. Their contact phone number is not working currently.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32506
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We have both personal and business accounts. On the personal side Navy Federal has approved myself and my fiance, very extreme large amount in credit cards. Our business account we can not even borrow a penny. To make matters worse, Oh XXXX where do I begin!! So, let 's start with opening a business account there. While talking with the rep at the branch and trying to decide what business account we would like. She inticed us with the account that earned interest, no hidden fees, whatever we spend in ATM fees at another bank we receive back, and etc. So yes we went for it, why not? It sounded great! Boy wasnt we in for a surprise! Let give a little background first. We own a automotive and semi repair shop. We sell tires, along with repairing all kinds of vehicles. It is usual business for us to have a {$2500.00} parts bill on every Monday, {$2000.00} or more payroll on Friday, and tire bill anywhere from {$100.00} to {$2000.00} per day. With being said its not unusual activity for me to write checks for these amounts, and deposit {$100.00} to {$8000.00} per week, if not more some weeks. After a year of banking is when the problems began. We began receiving returned checks, and vendors calling us. We did dismiss some of this for a while as our fault. While some of this was how our credit card processor was handling funding to our account. Then we had a employee do a internal theft, who is incarcerated now due to this criminal act. Does not help us any because he is a third time felon we found out during trial and was sent back for good, so we will never get that {$23000.00} back. During the theft of {$23000.00} stolen right out of our bank account, Navy federal never once helped us in any kind of way. In fact, we applied for a loan to help us get through the hurdle till more money came in, and to cover checks that had bounced during this theft. Navy federal declined the loan and gave no reason for the refusal, but greatly enjoyed all the money they was making on our grief. This is where bad went to worse with Navy Federal! I think they enjoyed the money they was making sooooo much they found this as a way to higher there financial scores with FDIC, and stocks and so forth. Let me fast forward a little to the recent past several months. So, we was back in business after receiving a loan from another financial institution, because Navy Federal declined, their loss so I thought. We had deposited a very large amount cashiers check, and we still was getting returned checks. I was making deposits on the daily and still getting returned checks. So, come to find out Navy federal started placing holds on our deposits, and returning checks even though they money is there in their hands to cover the checks written. I battled with Navy Federal branch for a few weeks till finally they stopped placing holds on deposits, and it was agreed upon that our account could not handle holding funds. Its not like this is my trash guy, and I can tell him give me 7 days because my bank put a hold on paycheck. After this argreement, or so I thought we had one. We started getting returned checks again, and there was no way, cause we made sure there was funds to cover the checks written. We fought this with Navy Federal, and the explanation we kept receiving was well there are checks pending and they go through to be paid before your deposit is applied. OK, I will accept that explanation for now! So, my fianc got a little smart and on purpose wrote a certain number of checks, and paid cash for other stuff because we was setting up to watch how Navy Federal was processing all this. The day finally came where we knew exactly how many checks was out when they would be presented and the time the deposit was made to cover those checks. And, on that day that we had been working on to watch we sat up from XXXX till XXXX and sure enough there it was. Even though I made the {$3000.00} deposit before XXXX that day, because you know their cut off time to be applied to the account was XXXX they said, they processed all those checks and returned everyone of them then did not apply my deposit till XXXX the next day. When I presented this to the supervisor at the branch I got the most technical, rehearsed, XXXX story of why my theory does not work and that it was all my fault. I argued why that was XXXX!! A few days later I received a credit for all the returned checks, and XXXX miscellaneous technical glitch letter to present to my vendors that never put Navy Federal to blame ( of course ). Did not help with our reputation with our vendors though. We still had to pay their fees. Also during all this investigating and watching our account we found we was being charged international fees, we never received any money back from other ATMs, and something else that just states misc fee, WHAT? Now when questioned about this I get some XXXX excuse and told to go to business services that the branch doesnt handle our account. WHAT? And WHEN DID THIS BEGIN? This branch is where we came and opened this account, signed documents, talked to someone and set this account up?!?! Now lets fast forward again to the XX/XX/XXXX, and XX/XX/XXXX. I walk in to the location on a Saturday and deposited a little over {$700.00}, and the teller tells me I can only have {$250.00}, and in 7 days I can have the remaining, and this is after the deposit is completed. WHAT!?!?! I just wrote payroll and wrote a check to my tire supplier who for the 4th time will get another returned check! And, we have already came to a agreement about this. Guess what I get, Im so sorry maam but theres nothing I can do any deposit over {$250.00} dollars is a 7 day hold. WHATEVER!!! 2 weeks later I go in on a Monday and deposit a little over {$2700.00}, and again we will let you have {$500.00}, and you can have the rest in 7 days. ARE YOU KIDDING ME!?!?!?! No I want my money, I have checks written to run my business and I need that money! Im sorry anything over {$500.00} is a 7 day hold. Okay this is a joke, cause not even 2 weeks ago you said it was anything over {$250.00}, and now your telling me its anything over {$500.00}. The teller says yes I know we are not the ones making the rules its corporate, and corporate tells us what to allow. I argue this till one of the supervisors comes over, and overrides the hold. Then I come in with a cashiers check from a local bank ( local meaning within 1 block, around the corner from Navy Federal ) made to me for {$6600.00} ( I remember the amount to the penny, because this happened like within the past month ) The teller says okay we will let you have {$2500.00} now, {$2500.00} in 2 to 3 days, and the rest in 7 days. NOOOOO!!! I threw a fit! I need that money now!!! Not only do I have some checks to cover, but I need to pay rent, ( and we was also going to switch banks, but it does not matter what I was going to do with the rest of it ) The teller says Im sorry anything over {$5000.00} we have to placed a hold. Its a cashiers check money has already been applied to it. Im sorry we dont know if its real. You are kidding me? As much as I come in here and as much as I deposit, and never once presenting a bad check for deposit in 2 years, your actually going to stand there and give me that kind of explanation? And the bank is less than a block away from you, and their phone number is on the check, call them!? Im sorry Navy Federal does not allow us to do that in our procedures. Ok explain this to me one day its {$250.00}, then its {$500.00}, then its {$2500.00}, and now today its {$5000.00}? So what is going on, because this tells me you have been holding funds from deposits from me and causing bad checks for the past 2 months now, EXPLAIN??????? Im sorry we dont make the rules this comes from corporate. Ok, so when I call corporate again about this I can tell them to quit lying to me that its a branch decision, right? Yes, it is corporate. I leave I call corporate and ask for answers. CORPORATE, and one representative and 4 supervisors all say all of this is the branch decision and they have no policy as such to hold a cashiers check, or money order ( which they have in the past ), and that the branch made the decision not corporate, and they could have called the issueing bank if they had a problem with the check and verify it, and that they could not do anything after the branch placed their hold. And, coming from CORPORATE, they said well for future reference you can deposit at the ATM, and its only a 24 hour hold. When I told corporate all of this Im writing right now, they said I can not understand why they are doing this to you, and none of this has ever came from corporate. WHAT?!?! When I went back to the branch to discuss what their CORPORATE said they stated I do not know who you talked to but it is a corporate policy. OK first let me see this policy you speak of, they tell me that there is nothing they can give me the customer to see that it is for employees only. Second I gave them the names of who I spoke to and the branch said they was lying to me. When I called corporate in front of them they refused to talk to them stating they could not talk to them on a customer phone that it was corporate policy, corporate said no it is not and that corporate was making notation of this incident. Then I go in the branch a week and a half after this cashier check event with a {$3900.00} check from a very highly respected and well known customer. The teller says OK we are making {$1500.00} available today to you, and you can have the rest in 7 days. Needless to say I LOST IT, RIGHT THEN, RIGHT THERE!!!!!! I made sure everyone in the bank was staring me down and hearing the whole entire conversation. Immediately, not the manager, not the supervisor, but the teller said I can override it for you this time. REALLY!!!!!! What about all of these other times, why are you deliberately sabotaging our company? Why have you made it impossible for us to get money saved so I can go somewhere else? Why have you been doing this to me when someone with no authority at all can simply override? Let me tell you why!!!!!! Because all this time there never was a corporate policy. It comes down to numbers, and how good does XXXX XXXX look to the FDIC scoring. If a branch is not performing well enough they crack down on the accounts that have the highest activity, and do little things that the average person would not catch to get their scores up, and make them look as though they are such a excellent company with $ $ $ $ $ $ $ $ XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 654XX
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A