Consumer complaint received 2020-02-25
Company: NAVY FEDERAL CREDIT UNION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My account had several checks placed in the savings account it was done without our acknowledgement and when they froze our accounts I agreed to pay the amount because it was valid and I could see it in my account. However, at this time all the amounts have been paid on the account in the amount of {$1500.00} we have {$410.00} left in the XXXX account and a XXXX balance in all the other accounts. However, they will not allow my husband to remove the money in the XXXX account saying that I am a joint owner in the account although we have a XXXX balance and do not owe any money to the bank right now. My husband also has money set to deposit to the account in the next 1-2 days to the account as well as my tax refund is also set to deposit to the account tomorrow XX/XX/2020 in XXXX. The lady in the security department is saying claims made on the account are being reversed that are over 30-60 days old, as well as they will be be reversed until XX/XX/2020. At this point I would like all my money out of the accounts, my husbands deposit that is coming in the next few days as well as my entire tax refund that is hitting my account tomorrow. The representative I spoke with on the phone today told me that it would be ok if I took some of the money out the account right after we got off the phone with account services and if they listen to the call they can hear it. Now they are refusing to take my call in the security services department and they are not willing to release any money. I am actively talking to an attorney in reference to this situation and not wanting to release my husbands money on his account. I am XXXX and I was just awarded my XXXX as they can see the {$12000.00} that hit my account last month. The stress that Navy Federal is causing on me not being able to feed my children and grandchildren, not being able to go to my medical appointment I had in XXXX, NC this morning because I don't have the gas to go there and not being able to get my medications due to this stress of not being able to get my money. If we can not come to a reasonable accommodation my attorney will be glad to proceed with filing a lawsuit and get me all the pain and suffering this undue stress is causing me as well as zero out everything that Navy Federal is trying to make us pay. I paid what they asked me to pay and if we have a XXXX balance on all accounts now then why cant we receive our monies? We have a gas bill that we agreed to pay today and we cant pay it because they wont release our money and we have bills that we cant pay now. Once our taxes hit tomorrow we would like our money and to walk away and not look back we do not plan on dealing with Navy Federal again and I plan on telling others about how we were treated and now they wont even take our call. Navy Federal started off good but how can you freeze someone money and they don't owe you anything right now? We cant look at the future we have to look at the right now even if something is going to be reversed its not reversed yet nor is it showing negative on the account. I would strongly recommend if they have this bank to change asap. I cant get gas, pay bills, go to my medical appointments, get my medications, pick up my kids from school, or even buy groceries for my house because the money in the account is frozen. We went ahead and used my husbands 1st retirement pay to clear up the accounts and that money was for bills specifically and for me to go to my medical appointments but now I cant go. Your more than welcome to call XXXX XXXX to confirm that I had an appt today and now one tomorrow I cant go to. I'd like my money from this bank and when the money is reversed on XX/XX/2020 my attorney, Navy federal and my husband and sit down at that point and talk about it and see if it can offset my pain, suffering and stress its causing me. I cant even get my anxiety meds because they wont release my money. 

Navy Federal is now refusing my call and would not speak with me at all!

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