NIH Federal Credit Union

I contacted the NIH regarding transfers that I made from my *** account to my NIH account in June 2019. I was told by the NIH representative that that several of the transfers (which were to be applied to a vehicle loan held by NIH) were rejected and sent back to ***. I contacted *** who did an investigation and quickly determined that the money was not being returned to them, as was evidenced by my *** statements. NIH failed to investigate the matter on their end. Eventually, ***, NIH, and I had a conference call and *** explained things to NIH. At this point several weeks had past, and I had made several calls to NIH.

From that date, NIH still did not take action to investigate the matter. Every time I called I got the same response from the representative (after having to explain this situation over each time). That response was that the matter was being "escalated," and that someone would investigate this issue and resolve it. This has not been the case as evidenced by having to explain the matter each time I called, and being told the same thing. This is concerning even further that at no point did NIH ask for any documentation that *** had supplied, despite my offering (this was true up until last week when someone finally did ask for it). I was told once again during this latest contact that it was being escalated, and yet almost another two weeks has passed with no contact from NIH other than the following email exchange:

I send an email two days ago, and received the following response today, August 16, 2019- "Dear ***, I have not heard any respond back from accounting. I already mentioned your phone number and Forwarded all the documents . The investigation will take a while. Hopefully someone from Accounting will reach out to you. Thank you Nour A National Call Center Representative"- I did not make any additions or corrections to this content.

This has gone on nearly three months and this involves the question of hundreds of dollars. Undoubtedly if one of the NIH employees (or anyone for that matter) had hundreds of dollars unaccounted for they would want a quick resolution.

On April 15, 2019, NIH debited $500.00 from my *** (***) account for a loan that had already been paid in full. Due to this unforeseen withdrawal, it cause me to have insufficient funds to cover five of my bills that automatically came out of my account. *** paid all five bills and debited my account for $30.00 per transaction, which totaled $150.00. I was never informed by NIH that I had to file paperwork to stop payment once my loan had been paid off. I reach out to NIH April 22, 2019 requesting reimbursement of the fees for $150.00. I have reached out to NIH numerous times since April 22, 2019 and I feel that I am getting the runaround. I provided NIH a copy of my bank statement showing the fees and the $500 debited by NIH. I have been a customer of NIH over 15 years. As of June 11, 2019, I have not received any reimbursement or resolution.