Consumer complaint received 2021-10-14
Company: SCHOOLSFIRST FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
am in desperate need for any advice or assistance is recovering my Grant money from my Credit Union. I'm going to do my best to keep this letter short and to the point. I was awarded a Nevada GOED Pandemic Emergency Support Grant in the amount of {$10000.00}. THe money was deposited on XX/XX/2021 into my daughter 's checking account that I was listed as a joint owner. On XX/XX/2021, I started buying supplies needed for the office, and after 2 transactions, my card started to decline. I called my bank, Schools First Federal Credit Union out of XXXX California, and asked them to increase my card limits. They increased my limits to {$1000.00} per day. Still not what I needed it to be, but I figured I'd just go into the bank the next moring and withdrawl what I needed. Well 5 minutes after I hung up the phone with Schools First Representative, I went into a store to make a purchase. Again my card was declined. I called them back and was transferred to representative by the name of XXXX XXXX. HE then proceeded to tell me the funds in the account are currently on hold due to my seperate account with the same credit union, had a negative balance. ( The seperate account was just in my name and at the time the account was negative due to fradulent charges on my account. There was an active claim open on that account as we were still going through what charges were authorized and which ones werent. ) Anyways, so XXXX told me that the funds were not available for use and to check back in 2 days. The next day I still went into the bank to see what I could do, show them my Grant award letter so they can get a better understanding on what and where the funds came from. All they did was again, forward my documents to the same representative, XXXX XXXX, and told me he wouldnt be able to get back to me until Monday. Monday came and it was almost XXXX and I hadnt heard from XXXX yet so I decided to call him. The representative told me he wasnt in the office today. Again Tuesday, around XXXX hadnt heard from XXXX so I called them again. I was told XXXX wasnt in the office, woud i like to leave a message. I left him a message to call me at his earliest convienence as this matter is Urgent. About a week later, after no call from XXXX, I called the credit union again. AFter 45 minutes on hold, XXXX gets on the line and tells me that the funds are not going to be available for use and that the funds are going to be transferred to my seperate account to pay off the negative balance. I explained to him that The {$10000.00} was protected money under the CARES ACT, and also Executive Order N-57-20 Section1 stating Financial ASsistance made available under section 2201 The CARES ACT and any other federal-, state-, local-government financial assistance made available to of individuals in express response to the COVID-19 pandemic, shall be EXEMPT from any attachment, levy, execution, garnishment or setoffs ., Civil Code section 3054 or Financial Code section 1411 where no financial institution shall have any lien upon, or any right to setoff against any financial assistance or funds received as CARES ACT funds ( paragragh 1 ), Section 4 states that it is UNLAWFUL to COLLECT ANY MONEY in a matter inconsistent with PAragraph 1 or Paragraph 2 OR TO RETAIN ANY MONIES COLLECTED. ANY MONEY COLLECTED SHALL BE POMPTLY REFUNDED without any further action, Declaration of Emergency Directive 017 Section 6 which clearly states, setoffs from COVID-19 stimulus funds are PROHIBITED. THe NAtional COnsumer Law Center stated the Code of Federal Regulations Title 44 subsection 206.110 ( g ) states all assistance provided under this subpart is EXEMPT From garnishment, seizure, encumberance, levy, executive, pledge, attachment, release or waiver.

I've submitted all these Codes and orders to XXXX XXXX at Schools First Federal Credit union. As of XX/XX/2021, he still is telling me that the credit union is not going to put the funds back into my account and to call a lawyer or somebody that might help me. THis whole situation has been very stressful, frustrating and caused even more financial problems for not only my family and I, but also for my business, my employees, etc. MY question is who do I need to call, write, email to have my funds returned to me ASAP. The credit union needs to be held accountable for not complying with the SEVERAL State and Federal codes and Orders that are supposed to protect my COVID-19 PROTECTED Grant funds. Thank you in advance for even just reading this letter, but also for any advice or resources you may provide me with to resolve my situation. This has been going on for almost 3 MONTHS now! To me this is so unprofessional and unfair. I do understand from the banks point of view and their concern in regards to my negative balance account but how do they come to the decision to keep protected money?? Thank you again for whatever help you can provide me. 
Dates of contact : XX/XX/2021 phone XXXX XXXX XXXX in branch, provided documents XXXX XXXX phone customer service XXXX XXXX phone customer service XXXX XXXX in branch XXXX XX/XX/2021 phone left message XX/XX/XXXXphone customer service XXXX XXXX phone XXXX XXXX XXXX email XXXX  XXXX XXXX XXXX phone XXXX  XXXX XX/XX/XXXX email XXXX XXXX There were several more secured emails sent through the credit unions site but they blocked my access to the account so I'm unable to see the dates sent or provide you with copies of those conversations. I have received the same response Everytime, that they are not returning my pandemic emergency support grant money.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation