Consumer complaint received 2020-07-10
Company: NAVY FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX around XXXX PST. My husband was standing inline outside of our bank ( Navy Federal Credit Union ) waiting to deposit a check he received from a vendor. He was holding the check in his hand along with a FedEx envelope that contain paperwork regarding our business. I was standing by the back bumper on the driver side of our car in the shade waiting for my husband to move closer in the bank. There was a lady in front of my husband that had a check in her hand and a gentleman behind him that had a check in his hand also. Outside the bank was a bank employee and he was directing the traffic flow to enter the bank due to the COVID-19. He asked the lady in front of my husband what was her business at the bank today was she her to for a transaction or to speak to a service member. She stated that she was her to cash a check. Then he asked my husband what was his business at the bank today was he here for a transaction or to speak to a service member. My husband stated that he was here to deposit a check, the employee looked down at the check in my husband hand and said is that the check you want to cash. My husband stated yes this is the check I want to deposit not cash. He then stated that is a fake check. My husband said this is not a fake check, he then asked if he could see the check. My husband said yes and handed him the check. The employee then took the check and held it up to the sunlight and with he finger began to point out see this is how I know it is a fake check. See the numbers across the bottom and see how the font is different. Also what time of name is this on the check. My husband said I guess XXXX and he said yes this is a fake check we see a lot of checks from there and they are fake, trust me I know a fake check when I see one. My husband stated I have done business with this company and this is not a fake check. The employee then stated you can cash this check on your account but when the check is return we will be deducting the funds from your account. My husband then stated I know this is not a fake check. Then the employee left from outside the bank and went inside, that is when I walked over to my husband and asked him why was he holding the check up to the sun like that? My husband stated the he was trying to say that this is a fake check. I asked my husband why would he single you out there are other people standing here with what looks like checks in their hands. He said I don't know. Then another employee said that we can move into the bank on the next circle on the floor. So while we were inside my husband seen the employee coming out through a door and he said excuse me can I asked you why you single me out out of all these people in line and accuse me of trying to cash a fake check. Is it because I am XXXX, my husband said that because at the time we were the only XXXX standing in line. The employee said no, I'm XXXX. My husband said I don't care that you are XXXX why do you single me out and no one else. I then asked the lady in front of me excuse me did he asked to see your check she stated no and then I turned around to the gentleman behind me and before I could even ask him he said he didn't ask to see my check either. I then asked the teller in the middle is there a bank manager here. She could barely hear me because of my mask, so I pulled it down and asked her is there a manager here. She stated no. So while my husband was upset and speaking to the employee he asked the employee can I speak with your manager by that time another employee approached my husband and was saying do you have a problem. My husband then asked him if he was a manager? He stated no, so then my husband said well then I am speaking to him this is an a & b conversation if your not his manager then you do not need to be walking up on me like that. I'm asking him for his manager, that employee then stated that my husband could leave the bank that the bank does not have to do business with him trying to cash a  fake check and my husband and me both said we are not leaving we are going to deposit this check in our account. That is when I seen this tall employee come around from behind the tellers and approach my husband. He said wait excuse me my name is and what is your name. My husband told him his name and he said that he was a manager can my husband go with him to his office and speak with him. So my husband said sure. While my husband was in the office with the manager, I was still standing in line. That is when the employee that approached my husband outside the bank began to talk about why my husband was there. Everyone who was standing inside the bank could hear everything. Which is a violation of our privacy. I just turned around and looked at him. Then it was my turn up at the teller window, by that time the manager was bringing my husband from his office and up to the teller window. He then told the teller to deposit this check into XXXX XXXX account but to put a 5 day hold on the check and if the check is returned we are going to withdraw the funds from the account. I said why are you telling everyone in the bank. When then did our transaction and then walked out. While we were sitting in the car I called and placed in order for food then we left the bank and headed to pick up our food. On the way to XXXX XXXX my husband was telling me that the manager didn't pull up our account all he wanted to see was the check which he also said it was a fake check and he asked to see inside the FedEx envelope. My husband said he told him that this envelope has nothing to do with the check but you are more than welcome to look inside. Which he did, and then he told my husband that the check would be place on a 5 day hold until XX/XX/XXXX and that the funds for the check would not be available until the check has cleared the bank on the XXXX. So when we got home and ate our food I then contacted the XXXX number for Navy Federal Credit Union and filed a complaint against the employee at that branch in XXXX. I spoke to a supervisor, she recorded my complaint and informed me that she was going to forward my complaint over to the Regional Office.  She apologize for the way we were treated at the bank and said that someone would be getting into contact with me. After I got off the phone my husband told me that he just received a phone call from an officer with the XXXX Police Department wanted to speak with my husband regarding the incident at Navy Federal Credit Union today. He stated that someone from the bank called and filed a complaint against my husband stating that he was trying to cash a fake check that was inside a FedEx envelope and when employees warned him that they would deposit the check but not to spend the funds as it will be a fake check that my husband became angry and squared up on some of the employees and then said he was going to be waiting for him before or after work. My husband said nothing like that. He did not threaten to com back up to the bank. So when my husband told me that I contacted the XXXX Police Department to see if a report was filed and it was the lady stated that she can send me the report via email, which she did. Then I called the Navy Federal and asked to speak to the Branch manager and they called over to the branch and told me that the branch manager would be out until Monday but that there was a manager at that branch that I could speak with. I told them that was fine and they transferred me over to the manager at the XXXX branch and it just so happen to be the same manager that spoke to my husband. I asked him why did one of his employees contact the police? He stated that no one from his branch contacted the police and I told them yes they did because we were contacted by a police officer yesterday evening and he again stated that he doesn't know anything about any one contacting the police but he would check with the employees and get back with me. Then he stated that he contacted XXXX XXXX   and spoke with a representative that verified that the check was fake. I told him the check is not fake and that we will continue to wait the 5 days for the check to clear. He then told me he would call be back either later today or tomorrow regarding the police issue. He called me the next day which was XX/XX/XXXX and informed me that it was security that contacted the police. I asked him what security? Did he have security at the bank he said no that his security department is out of another state and that he could give me their number. I asked him how would his security department know anything that happen on XX/XX/XXXX if the wasn't told by one of the employees and the bank. He said I don't know. So I said one of your employees is claiming he was threaten and contacted security and you knew nothing about it. He stated yes and then informed me again about contacting XXXX XXXX and that they stated that it is a fake check. After I got off the phone with him. I contacted XXXX XXXX  and asked to speak to the same person he claimed he spoke with and they had no one by that name. Then I asked the representative with XXXX  if I would be able to verify if a check from their bank is fake. The rep stated that she can connect me over to the security department and they can help me with the verification. When I spoke to the security department with XXXX XXXX  the gentleman told me that he would need the routing number located on the check in order to verify that information. I then told him that I would call NFCU and get that information and call him back. I then called NFCU and asked if I can get a copy of the check that I deposited on XX/XX/XXXX the rep said of course and emailed me a copy of the check. I then contacted XXXX XXXX  bank and asked to speak to the security department. I then gave them the information needed on the check and they informed me that it is a bill pay check that that member does have and account with them and that they have received the request for funds from NFCU and that the check is being process now. So me and my husband get ready to leave out of town for the XXXX of XXXX weekend, and while we were 2 hours out my husband says I can't access our mobile banking online and I said what he said it says that we need to contact this number. So my husband calls them on my phone because it is XXXX to our rental car and I explain to the NFCU representative that we can not access our mobile banking that it is stating for us to contact this number. So she pulls up our account and she says yes I see that your accounts has been frozen due to fraudulent activity and that you need to speak to our security department. So I asked her if she can transfer me and she stated that the department was already closed, so I said so your telling me that we don't have access to any funds in our account and she stated yes. That transactions can come into our account but no transactions can come out. I said but I have other funds in that account and my other accounts that cover that check. She stated that I needed to talk to security regarding the freeze, that they will be open tomorrow. I said tomorrow is the XXXX of XXXX we are headed out of town why wasn't we contacted? She said I'm sorry but Security will be open tomorrow from XXXX am - XXXX pm EST. So my husband and I turn around because we have very little money on us we always use are debit cards and head back home very upset. The next day I called the security department and the rep was very rude she told me that are accounts were frozen due to fraud. Then she asked me what type of check this was. I told her that it was payment to our company from a vendor for service and she said asked me about the information on the check I told her that was our company which we own and the other name was a vendor. Then he asked what type of work does your husband do? I stated that he was a XXXX XXXX XXXX and that he was working for this vendor and she said I thought you said you own the company. I said we do own the company but the check is from this vendor to our company. Her tone was extremely rude. She stated that the manager at NFCU called XXXX XXXX  and verified that the check was a fraud. I told her that if she looks at our account she would see the we received a Bank wire from XXXX XXXX  by this exact same vendor on XX/XX/XXXX and I gave her the amount. She put me on hold then when she came back on the phone her tone changed completely. She was very nice she told me that she lifted the security freeze from our account. I asked her why did she do that and she never answered she stated that the check would still be on hold until the XXXX. I told her we already knew that, that we were told that on XX/XX/XXXX and I asked her why did NFCU wait 3 business days to freeze our account if they already verified according to the bank XXXX that the check was a fraud. She stated she doesn't know that someone from the branch spoke to a rep from XXXX XXXX   and they stated that the check was a fraud. I told her that I hope she has a safe and fun XXXX of XXXX weekend because NFCU has ruined ours. I then emailed the Branch Manager of NFCU in XXXX and explained to her what had happen at her branch. The checked cleared on XXXX the XXXX the same day I received a phone call from the Branch Manager of the XXXX XXXX and also a letter from NFCU stating that my husband is no longer permitted to enter an NFCU branch for any reason due to the fact that he has consistently failed to treat them with the courtesy and respect they deserve. My husband and I have been with Navy Federal for years. We have never had any issues with them. My  husband is a XXXX  veteran and we are very disappointed and very upset by the way we have been treated by our bank. We feel as though we were singled out and that our civil rights were violated from the beginning while standing outside in line. We feel as though NFCU did not operate on our behalf as their customer and conduct a private an accurate verification since they knew for a fact that it was a fake check. If I was able to get that information the NFCU bank manager and our NFCU security department  should've been able to do the same. Instead they inconvenience a long standing customer.

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