Consumer complaint received 2017-05-04
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
In  XXXX   XXXX , my husband and I, both opened an account with Navy Federal Credit Union in  XXXX   XXXX  Kentucky. We moved to Florida in  XXXX .   I 'm  XXXX  and on a fixed income, and my   XXXX   XXXX   check went into my account, and my husband added me on his account so I could pay bills out of his account, where his military  XXXX  and   XXXX   XXXX   funds are direct deposited. My account went into overdraft, and was closed one year later, in  XXXX   XXXX . I went on an agreement to pay {$50.00} a month until the {$480.00} was paid off on my closed account. My Atm Card for that account was deactivated. Fast forward to  XXXX   XXXX ,  XXXX , my ATM Card for my joint account with my husband is deactivated. I ca n't get cash out from no Atm. I go  XXXX  miles to the only branch to get a replacement card, and was refused a card. I was never notified that the agreement I made in  XXXX   XXXX , the {$50.00} for my closed account was never received. Never notified, I thought it had been settled. I was told at the branch, No it has n't been settled and that 's why my atm card had been deactivated. No, it will not be reactivated until I pay off the overdraft on my closed account. I could n't understand, what that account had to do with the joint account. I came home, and called the banking facility customer service number, and again they tell me the same thing. They would issue me another atm card to the joint account after I pay off the closed account. I got upset, and asked to speak to a Supervisor. The Supervisor was a little  XXXX  with her position, and told me you have a closed checking account, and you opened a checking and savings account with {$5.00} and you never put anything in the savings account, and we will not issue you another card until your debit is paid off. For the life of me, I could not understand what the closed account had to do with the joint account. When was it wrote, that you are supposed to save money in a savings account. The savings account was their stipulation to open an account, and all of our Direct Deposits  XXXX  of them went into the joint account, after my checking account was closed. I do n't know if I 'm being discriminated against because of my race, or because of my class. I 'm not wealthy, and yes we struggle to pay our bills, but I ca n't pay the bills we do have, if I 'm denied access to the funds, the only branch is  XXXX  miles away. That 's what they told me, you can always go to the branch to make withdrawals. They act as if they do n't want my business. I do n't want to close this account that we do have, because our rent, medical, and food come out of this account, and we are trying to buy a home, and we have had this account since  XXXX   XXXX . Do n't want to change now. I will not be buying a home thru them, plus they turned us down on a car loan too.

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