Consumer complaint received 2022-12-07
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was locked out of my checking account from XXXX through XXXX even after verifying myself and answering all questions to The NFCU security department and my account was placed into a credits only restrictions status. I was not allowed to access my funds, or any information other than my balances. My vehicle along with my identification, check books, cards wallet phone etc were stolen on more than one occasion during this time frame but the security department of NFCU refused to change my code word for my account. Using the same documentation I originally provided to the security department on XX/XX/XXXX, only after complaining to the NCUA, I was told to come into a branch and that they would close my old accounts and open new ones for me. Then I was allowed access to my funds. During the time that my account was on a credits only basis 4 fraudulent checks were cashed through my account as well as some ACH transactions totalling to close to {$3000.00} 2 of these checks were cashed by another NFCU member into their account. Those we're the only two copies of the fraudulent checks I kept being told they could not locate copies for. I attempted to access my funds, I attempted to write checks to my employees as well as pay bills which were all denied due to the restrictions on my accounts. After finally regaining access to my funds and information I submitted a check fraud claim which was over 30 days ago. I have never been contacted for any police reports, questions, concerns, not have I ever received a written acknowledgement that the fraud claim had been received, only after calling multiple times was informed that the document given to me as well as the contact information for submitting the check fraud claim was incorrect and I have never been allowed to talk to the security department and am told there is no one within NFCU that I can address my concerns or get answers to my questions from in regards to reasons why nothing has been done in regards to the check fraud claim. When I first submitted the claim I was told after 10 days I should have an answer as well as provisional credit, after the 10 days I was then told 15 days after the 15 days I was then told 30 days and it has already been more than 30 days and still I have never been contacted, acknowledged or allowed to speak to the security department. Copies of the fraudulently cashed checks were just barely given to me yesterday and the statements from accounts from XXXX through XXXX were just given to me day before that upon which I discovered more Fraudlent activities that took place in my account while it was in a credits only restrictions status. My code word to get into my account has never been changed even though it was requested back in XXXX. My account is over drawn and debt collection correspondences and efforts have begun to be sent to me from NFCU and I am getting reminders that my secured credit card payment is about to be due with NFCU as well. Yet the bank will not return the funds they somehow allowed to be withdrawn from my account fraudulently while my accounts were on a credits only restrictions status and I am still being told by NFCU representatives that they have no idea why this is happening to me but that unfortunately they have nothing and no one they can offer me to help with this

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