Consumer complaint received 2022-12-29
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Hello, I am a recent widow and on XX/XX/22 went to my local credit union to open up a money market account to deposit the life insurance check I received for my husband. Upon doing so I decided to have the bank also remove my deceased husband from my checking and savings account and put my daughters name on the account with me. 
The banker XXXX XXXX informed me that see could a SS check was deposited into my checking account on XX/XX/22, which is four days after my husband passed away. 
My daughter told XXXX that we called SS in early XXXX to notify them of the death and they told us that the checks run a month behind and that I would not be responsible for paying anything back to them. We also informed XXXX that I was not paid anything in XXXX and in XXXX started to receive my survivor benefits. XXXX told me that her back office said that it didn't matter when my husband died that the {$1800.00} needed to be returned to social security. She also said that I had money in my savings account so it shouldn't be that big of a deal while I wait for XXXX  to send me that money back. Again, my daughter told them that money should not be touched and we were going to call and verify again and come back. 
XXXX also mentioned that SS gives customers lots of misinformation so they did not tell us the correct information ; despite my daughter checking the XXXX  webpage and reading word from word that what I was told was correct ; I was entitled to the money deposited in XXXX. Needless to say I became very upset and my daughter again asked for the money not to be touched and escorted me out. 
We left the branch to call and also to go collect the letter I did get in the mail from the XXXX. Upon getting home I checked my account online and saw that the bank withdrew the {$1800.00}, despite my daughter asking them to hold off. My daughter called the branch and asked to speak with the manager, who we were told by XXXX that was not in, she then asked to speak to the Asst. Branch Manager, who XXXX also said was busy. He asked for our number and said she would call us back. 
We got a phone call from XXXX about five minutes later, who did apologize, however she said she was told to withdraw the money from the account, otherwise they were liable. 

My daughter told XXXX again, that XXXX confirmed that money was for the month of XXXX and that I was 100 % entitled to keep it. They said that the bank overstepped and should not be withdrawing any money from my account. They did not need any money returned and if they did, they would contact me directly. I asked XXXX to please put the money back in the account and she told me that could not. To have this money removed without my consent days after XXXX right before my mortgage and other large bills are due to be paid is incredibly stressful without disregard for the emotional toll this would inflict on me.

Company response to consumer: Closed with explanation