Consumer complaint received 2023-07-13
Company: NAVY FEDERAL CREDIT UNION
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Incorrect information on your report
Sub-issue: Information is incorrect

Complaint:
The following is the complaint I filed with Navy Federal : 1. I opened a Navy Federal XXXX XXXX XXXX XXXX account online and listed my XXXX  as the primary since he is the XXXX  member. 
2. We are not Navy Federal members so we had to open a mandatory XXXX XXXX XXXX in order to qualify for the XXXX XXXX. I opened the accounts online but had to call and talk to a Navy Federal representative to initiate the wire for XXXX  and an XXXX for {$10.00} to fund the XXXX account. I provided the XXXX XXXX routing and XXXX account number for the XXXXXXXX XXXX XXXX 
3. The {$10.00} XXXX went through just fine. 
4. We decided to increase the amount going into the XXXX  and add another XXXX 
5. I called back Navy Federal CU and initiated another wire for XXXX by providing the same info as before, XXXX routing number and out checking account number. 
6. After a few days, I called Navy Federal to see why the XXXX had not been funded with XXXX XXXX XXXX XXXX into the XXXX then another XXXX for a total of XXXX in new money for XXXX XXXX XXXX and thats when this whole issue started. Navy Federal said that the funds were returned and the new accounts were permanently restricted. The customer service rep at Navy Fed would not speak with me about anything and instructed me to talk to their XXXX Team. I had to call several times because the hold times for this department are in the HOURS! When I finally got a person on the line, not only would the Navy Fed Security rep. not give me any information since I was the secondary on the account, they were rude and unhelpful and treated me like a criminal/fraudster/scammer right off the bat. Since I have worked in banking for over XXXX years, this was highly offensive so I requested the accounts be unrestricted so they could be closed, but that person at Navy Fed never unrestricted the accounts. Then the accounts started to accumulate fees. 
7. I reached out to the XXXX dept. at XXXX XXXX ( WHERE I WORK! ) to see what was going on. First I spoke to the XXXX in XXXX, XXXX XXXX and explained the situation. What was discovered is when I initiated the wires and XXXX  I used the XXXX digit account number XXXX uses for everything : online banking, verify accounts and identity, XXXX transfers, and deposits and withdrawals. I was not aware that the account number for wires is XXXX digits and can only be found on a physical check. When the wires attempted to come through without the XXXX digit account number, the XXXX was rejected as unable to locate account. This triggered some kind of Fraud/Suspicious activity alert with XXXX XXXX XXXX NO ONE from XXXX XXXX called to see what was going on. Once the issue was identified, we could have easily initiated another wire for XXXX with the XXXX digit account number but the terrible customer service ( Security at Navy Fed hold times were in the hours, wouldnt give me info because I wasnt the primary on the account, rude customer service at the branch and on the phone, lied to about the accounts being unfrozen, assessing fees to put the account in the negative, etc. ) from Navy Federal was enough for us to NOT want to do business with them. My employer, XXXX XXXX was offering their own CD promo and we kept our money with XXXX. 
XXXX The wire was rejected as unable to locate account due to not having the full XXXXXXXX XXXX  account number but XXXX did NOT flag us as being suspicious or fraud like Navy Federal CU did. This was a relatively easy issue to fix but Navy Fed made the process unnecessarily arduous.

9. Instead of having a XXXX  CD investment with Navy Fed , we were faced with an account in the negative. We actually owed Navy Federal {$30.00} and the account was in the negative after they assessed return check fees. I went to a local branch to get the fees waived. They only waived one fee, so the we paid {$15.00} to Navy Federal after all the hassle we were put through. 
10. In XX/XX/2023XXXX XXXX months after this debacle, the XXXX XXXX  is investigating us regarding this situation with Navy Federal CU. My XXXX holds a top secret clearance. Again, this is very troubling and upsetting to both us because the future implications of this are unknown and this situation continues to haunt us as now we're unable to open any new accounts anywhere after being reported to XXXX XXXX XXXX, despite the assurances from Navy Federal that we were not reported. Navy Federal representatives offered XXXX  solutions to fix the problem, only offering terrible customer service time and time again. In NO WAY was any of this situation suspicious, even if this was a new account. This has placed undue stress on us and we have A + credit and don't deserve to be treated like criminals. And now the onus is on us to rectify the situation. 
11. Now we have to dispute XXXX XXXX XXXX because XXXX XXXX reported us. Navy Fed won't assist us in this dispute. I'm faced with more terrible customer services and once again XXXX solutions to this situation they caused. I'm asking for some kind of letter from XXXX XXXX to

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