Consumer complaint received 2018-11-25
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2018, I was paid with a Fraudulent check for the amount of {$2900.00}, the individual that issued me the check, asked that I let them know after I deposited, I contacted my bank on XX/XX/2018, and asked them if there was a way this individual could take my bank information by me depositing his check, the customer service banker, asked me if the person was asking for a fee or any type of money, no he did not, was very picky about the cleaning services, I explained to her that the only information the customer has about me is my full name and address, she stated I have nothing to worry about, as long as I did not give him any bank or socials, dob, etc I was fine, so XXXX XXXX I deposited the Check, my funds were available the next business day, I was so excited and began paying my bills, on Monday XX/XX/2018 morning, I check my account and it has been frozen, I contact the bank, and the customer service banker tells me that the Check is not validated, it's fraudulent, I felt so confused, upset, and I asked her what could I do?? The customer representative informed me that I would need to contact the local law officials, but that my account would remain frozen until {$1400.00}, was paid in full. I contacted XXXX County Sheriffs Department and filed a report, the Filing Officer stated the report would take 7 to 10 Business Days, I contacted my bank to give them the Case # and informed them of the wait, the customer service after hours gentleman was very nice, and noted my account. On XXXX I went down to pick up the Police report at XXXX XXXX XXXX XXXX XXXX XXXX, Texas, and the report was still not ready and stated I could email them and they would email me the report. I contacted my bank to give them an update, the customer service banker was very firm and stern, and informed me that my bank account would be closing in a few days and that I would need to get it paid, I went in to the branch to give them an update in person and to find out why I would be closed in a few days, and if I could make some type of arrangements because I need my bank account for a need to pay my bills, but can not afford to pay the lump sum, as she was looking into my account, she seemed standoffish and distant, sitting with her body position towards the doors and hands on her knees, ready to walk me out, i asked her about my account closing in a few days, she stated she did not see anything, as she reluctantly signed back on her computer, she nodded her head and stated there was nothing about my account closing in a few days, and there was nothing more she could do as she began to rise from her chair, I have always been treated well at the branch and on the phone with Customer Service, but this day I got the cold stern, no payment arrangment final. I feel, like the bank is treating me like fault party.

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