Consumer complaint received 2017-06-29
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:
On XX/XX/XXXX while out for XXXX 'XXXX XXXX I attempted to use my new credit card to make a purchase and it was declined. I knew something was n't right being that my account was maybe 2 weeks old. I called navy Federal to figure out what was going on and they told me my account had been restricted due to my consumer report with XXXX XXXX XXXX, I asked what that was and they gave me a number to call which I did and found out I had to order a report that takes 30 days to get. So being that all of my accounts including my kids accounts and husbands account were all frozen we followed the necessary steps, waited the 30 days to receive the XXXX report and took care of the items that were on there as I was once scammed and information was stolen, police did nothing, long story short I paid everything off and that banking institution updated that information immediately to reflect that. The items were 2 years old at this point so whatever they needed I took care of in hopes to regain access to my accounts. Well week after week of calling between Navy federal and XXXX I get different responses from the multiple reps with both companies on how things are handled and it has become really frustrating. When you go through so much to get things back in order and start new just to get knocked back again and to get the continued run around between each agency is by far the worst headache. Now today, XX/XX/XXXX well over a month since the accounts were frozen I got a call from Early Warning after leaving a message with the supervisor I which they stated a new process was in place and that Navy Federal should be able to run a new report and see the updates on my consumer file. Other than that they do n't fax anything to a particular department or person anymore as they changed their policy. So I reiterated this information to Navy Federal once the call was done and they stated that XXXX could fax them information and that until they did the accounts would still be frozen. Now I have a checking, savings, credit card, and kids savings for XXXX of my kids at this bank and a checking and saving for my husband ; an opportunity we are afforded for my dads XXXX years served in the XXXX. If this is a vetting system Navy Federal uses why was n't this done prior to approving me for the accounts. I have found in my research that this is something that has happened to hundreds of people. Luckily I had n't depositing my money into these accounts yet as I would have no access. navy federal has not helped me at all in this process but give me a run around as well as XXXX and its frustrating when I have done everything I 'm suppose to do. I received a letter about 2 days ago dated XX/XX/XXXX that my credit card privileges were temporarily suspended due to a late payment that I never knew the due date nor the minimum payment amount for because once again I have no access to my accounts and finally after weeks of calling since XX/XX/XXXX, the rep I spoke with today in regards to the delinquency if I would be charged a late fee, she never answered that but after further looking into the matter she found out that the statements are blocked due to the restrictions. I just want this resolved to get access back to my accounts and I feel like it is never going to happen with both agencies not giving me straightforward answers.

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