Consumer complaint received 2020-09-24
Company: NAVY FEDERAL CREDIT UNION
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
My grandson, XXXX XXXX, and I have a joint account with Navy Federal Credit Union. I thought when I told him to open his own account the beginning of the year that he did that, but no one said anything to me that it was still joint, and instead of me being 'primary ' he is now 'primary ' at the age of XXXX. He does not have any understanding of these matters and the repercussions of this. So when he went into debt because of a check from the state of XXXX, they never contacted me about repayment plans or any letters regarding the situation -- they sent letters to my grandson in XXXX  but I am in XXXX and received no communication about what needed to be done. 

Here 's what happened regarding the check. On XX/XX/XXXX he was sent a check from the XXXX  XXXX  XXXX XXXX XXXX in the amount of {$2100.00} which was from the XXXX account. He promptly deposited into his account and paid some bill and within 2 days the money was taken back and he was in debt by {$1700.00}. The check came through the XXXX  XXXX XXXX and they are the ones that pulled it back. My grandson XXXX XXXX tried calling unemployment as did I about this. He even went down to unemployment office and they told him that once he filed his weekly claim that he would be reimbursed. But he was locked out of his account and unable to get any help from the office to get back in and was unable to get through by phone. Finally I was able to get in touch with unemployment in XXXX and talked to someone about his account but the follow through of help never happened and he still has received no unemployment help. 

Then in XXXX we were able to get ahold of someone else at unemployment by phone and she finally said that they would look into what happened to the money and why it was pulled back -- we sent her all the information on XX/XX/2020. Her name is XXXX and the only way to communicate with her is by FAX -- XXXX. We sent her a followup letter yesterday but still have heard nothing from her either. She told us that this is a FRAUD investigation since no one knows exactly why the check was returned or where the check and money went. So far my grandson has received NO HELP AT ALL FROM XXXX  WHERE HE LIVES AND WHERE HE HAS BEEN MOSTLY UNEMPLOYED SINCE THE PANDEMIC BEGAN. I HAVE HAD TO SUPPORT HIM! 

I have told all this to NFCU but they still closed his account and have taken {$500.00} of mine, saying this was STILL a joint account, to pay open this debt and it will reflect on my credit record as well. This is not fair -- especially if it is a FRAUD investigation. I thought they were to freeze everything until the investigation is over, but in fact they want me to make payments on this debt and in such a bizarre way. I said I could pay {$100.00} a month and go to my local NFCU each month to pay this, but they want me to do a direct deposit in a specific way as if going to the CU each month is not sufficient, even though they have taken my {$500.00} which I need to pay rent. Right now my grandson is still dependent on me to pay his rent and for food since even though he applied for help from XXXX more than once he has NEVER heard back from them. All this in a pandemic is wrong!

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