Consumer complaint received 2018-04-15
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Back in XX/XX/XXXX of this year, I noticed that someone made a deposit in my son 's ( joint ) checking account. I immediately contacted my son who is attending college out of state to ask him if he was aware. He stated he had no knowledge of the activity. I told him I would be contacting the bank and police if necessary. A day or so later, I noticed that someone had made a withdrawal of {$190.00}. I personally went to the XXXX, GA Branch ( NFCU ) and informed them that we suspected some suspicious activity. Upon having the conversation with the banking representative, she stated that someone was trying to withdraw the remaining balance as we speak. According to her, it was happening right up the street at a XXXX grocery store. I told her that she should call the police and we are willing to press charges regardless of who it it. She gave me a smug look and stated it was probably my son. Along with that, she made some other unflattering subtle comments and spoke of her own daughter 's criminal mischief. I can only suspect why she was insinuating there may be some felonious behavior based on my appearance and dress that day. Notwithstanding, she told me she could not talk to me about the case beyond that point and I would to have my some contact the law enforcement then the fraud department. I did just that. He tried to contact law enforcement in the county and state where he was attending college. After receiving a call back from the investigator, they said that he would have to make the report in Georgia where the crime was perpetrated. When he returned back to Georgia on his XXXX Break, my son did just that. After completing the affidavit, he was told that it may take up to ten ( 10 ) days for the investigation to be completed. After ten days, I rechecked the account and noticed that the money had not been refunded and in fact, NFCU had gone into my personal saving account and extracted nearly three thousand dollars to cover the bad check that was deposited into my son 's checking account for which I am a joint owner. I called NFCU on Friday, XX/XX/XXXX and demanded an answer for which I got an answer that was unsatisfactory even after asking to speak with a manager. The customer service from the manager was poor at best. 

So here is where I have some big problems with the entire bungling of this matter : 1 ) This is a joint account with my son who is college student and no one at NFCU will fully engage in a conversation about this matter. As a joint owner, I do have rights. 2 ) I later found out that this was a bogus check deposited into the account and it was not properly vetted by NFCU. If they had checked, my son 's name is misspelled and the signature is inconsistent. Therefore, NFCU has some real culpability in this matter. NFCU is tasked with the duty of verifying proper names and other errors before funding. To simple pass the burden to the customer in this matter is not only shameful but borderline criminal and warrants further investigation. 3 )  Given the fact that no one would engage me with this matter and only spoke to my son but would go into my ( NOT joint ) savings account and extract money without notifying me does not seem on the up and up. If someone is going to seize my money from my account I am due an explanation and discovery on all findings. 4 ) And lastly, what strikes me as funny, if the check was bad, why wasn't my son ( or I ) charged a NSF on his account? 

In closing, I am asking for an appeal of the decision that left me holding the bag for NFCU 's bungled process. My son can prove his whereabouts at the time of the deposit and related transactions. I know that there are cameras during every financial transaction so I know that there are surveillance video. Both he and I are committed to prosecuting anyone who may have perpetrated this crime against us and would also recommend the retraining of NFCU personnel to reject transactions that have inaccuracies ( especially names spelled wrong ). I am respectfully demanding an appeal. 

At the time, I maintain personal accounts and just started the process of transferring my business accounts to NFCU. I keep a good amount in my savings and this has definitely cause me pause. I wonder if I did not have a healthy some of money in my account would the decision have been rendered against my favor and my money taken illegally. This has impacted my business and my personal finances. It is also jeopardizes my continued affiliation with NFCU. I will start to close my accounts if I do not get action and answers. I will also be reporting to the proper governing agencies of competent jurisdiction with regulatory oversight. Either way, I plan to see this to a proper resolution. I recommend you start with the surveillance tape and don't rule out inside felonies activity.

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