Consumer complaint received 2019-03-04
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a member of Navy Federal Credit Union. I made a deposit at the branch located at XXXX XXXX XXXX XXXX, FL on XX/XX/2019 In the amount of {$1900.00}. Prior to depositing the check I contacted NFCU Customer Service and asked a representative if NFCU permitted members to deposit a check that was made out to their husband, if both me and my husband endorsed the check. She confirmed that WAS acceptable. After depositing the check and waiting the two ( 2 ) required business days for the funds to be available and posted to the account I attempted to log into my online banking to check the balance of my account. My account was LOCKED. I contacted NFCU and they advised me that it would take a additional 5 business days due to the fact that a " review of your account indicated potentially suspicious activity ''. I spoke with a Security Specialist at NFCU as instructed to do in order to regain access to my account. I explained to the Specialist my issue and at that time she was the one that informed me that it would take the 5 additional business days for the check to clear from the issuing bank before my account would be unlocked and funds be available. I asked the specialist if they maybe could contact the issuing bank and verify the account that the check was written from and verify that the funds was in that account, therefor verifying that the check was VALID. She was very rude and told me absolutely no way that she would nor could contact the bank and verify that information. I then waited 6 days and attempted to log-into my account again, IT WAS STILL LOCKED. I contacted customer service to ask why. They contacted me with their security department and at that time the Security department representative wanted to contact the bank that the check was issued from to verify the availablity of the funds in the account and validate the checking account was active. The bank employee DID CONFIRM that the check was both valid, had the available funds in the account, and that the account number was active. So, NFCU had no reason to STILL not release funds OR unlock my account. After NFCU verified the check was valid ( by contacting the issuing bank ) NFCU asked me to send in a copy of both the front and back of my driver 's license as well as my husbands drivers license and a statement stating that my husband ( XXXX ) is authorizing and did authorize me ( XXXX ) to deposit the check. So as requested both XXXX and I signed and dated the letter that XXXX written stating that information. After submitting that, NFCU then informed me that they was not unlocking my account, giving me access to MY FUNDS nor giving me back the check that they refuse ( FOR NO REASON ) to deposit into my account. Upon this all happening to me, I did ask NFCU to allow me access to MY MONEY and to please stop giving me the " run-around '' and informed them that my home was destroyed during Hurricane Michael, I've been having to stay in temporary housing and the funds that they was restricting me access to was money that I could use to help me get my stability back and get into a house. They had no mercy at all, for me NOR my family. We are basically homeless and NFCU is the reason that we are STILL WITHOUT A HOME! I feel discriminated against and most defiantly  AM BEING DEPRIVED FROM THE MONEY THAT I AM ENTITLED TO by NFCU.

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