Consumer complaint received 2018-06-27
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX a check was deposited into my account it was a cashiers check and Ive been expecting settlements from a car accident and knew a check had been issued to the lawyer on XX/XX/XXXX. Also Im waiting for 2 settlements from my ex husband from the state of Ohio. It was later in the day which is a bad time for me and I just assumed and deposited it. On XX/XX/XXXX it came back as a fraudulent check the funds for it were reversed. On this day I was on my second day of a four days in bed. I talked to one gentleman at the bank. He explained what happened and said he couldnt help because I used the funds I stated around XXXX XXXX dollars he agreed we hung up. Hours later after waking up from a medication dose I had more questions so I called back. At that time a woman informed me of three separate transactions all from the same XXXX store two towns away. They were for {$1000.00}, {$900.00}, {$78.00}. I informed the woman I only do my shopping online and very rarely leave my house and had actually made an online purchase to XXXX that morning using my XXXX account. But I did admit to recognizing charges to a dollar store and XX/XX/XXXX and told her I had my daughter go get me some things. She closed my card and sent me something to fill out. XX/XX/XXXX I sent the form stating a dispute for the charges at some point a {$1900.00} credit was put on my account on XX/XX/XXXX on XX/XX/XXXX I received a call from a woman using a very off putting tone stating my dispute has been denied and the money would be reversed on XX/XX/XXXX. 7 days later even though the funds were available within the next day. They froze the account for 7 days. This woman told me my PIN number was used for these transactions I disagreed and explained I havent used a pin at a store for 23 years because of extra charges that used to occur she stated its impossible to not use a pin for the card. She insisted about my PIN number 3 times then stated I used it at an atm recently so it must be true. She then scolded me for letting my daughter use my card to my bank even though it is my money. I also read all their policies I could find and it is not stated that that is not allowed. She then blamed me for having the money in my account and told me if it wasnt in there the charges would not of went through. At this point I hung up and consulted my husband. We always thought money was supposed to be in your bank account and have never been blamed before for having any in our accounts. Plus I feel its obvious it is a military account that the military puts money in for my husbands service and anyone can put a card on a machine hope it works then take another chance and so on. We then started going back and forth with the bank with a different solution and story from approximately 25 people through my now on 19 days journey. But we didnt know the account was frozen I was just told the money would be removed on XX/XX/XXXX. After a doctors appointment we tried to use my husbands card on XX/XX/XXXX and it had been declined with his deposit and my support deposit in it. We called the woman said it was frozen but the money should have come out because it was available she then later stated the XXXX. I then called and requested a letter from the denial I received one in the mail it was dated on XX/XX/XXXX and it also verified fund removal would be on the XXXX also that all pre scheduled payments would be honored for 5 days after the date of the letter. They werent they were all sent back and I am now responsible for extra fees. On XX/XX/XXXX a secure message was sent stating as soon as our account reached {$2800.00} that amount would be removed because of the bad check. It was already removed. So once again given wrong information. On XX/XX/XXXX the money disappeared from my account balance with no record of where it went. I also had been on the phone everyday with a representative no questions ever got answered. XX/XX/XXXX finally arrived at XXXX at night I received a message that my account was open and in the positive status. At XXXX XX/XX/XXXX I called to verify the woman looked said it was fine even called the back office for a second verification. I tried to use the account had issues called back at XXXX again assured everything was working. Another call went to them at XXXX once again told everything looked good I proceeded to catch up the bills that had been returned. My husband went to a pet store and a dollar store and I think XX/XX/XXXX. Everything was fine. Later he ran somewhere and the card was declined we looked up the account and the {$1900.00} had been taken out in the middle of the day. Yes I called. A not nice woman looked into it then went on to tell me oh well it came out a day late I should of known better. This is after 4 verifications from representatives of the bank. I once again had to sit there and be scolded and told its all my fault. Again all bills I paid were returned and over {$300.00} charges have been charged to me. Even after one woman I talked to that said everything was fine had noticed a returned check fee on my account and reversed it on XX/XX/XXXX saying it was a mistake. Ive recieved three different stories of how to file an appeal a couple days after a woman telling me to secure message them I received an answer stating that they see that theyve told me how to do it already. After a phone call that lasted for 2 hours and 14 minutes I was told to call between 8-5 the next day to speak with security and this was relayed to me from the security office. The next day I called back that phone call lasted 3 hours and 31 minutes and included 2 people calling the security office 3 times between the both of them. I was then relayed the message I will not be allowed to have a debit card to access my money for 6 months. Still no help. It has now been 19 days our second direct deposits will be dropping in the morning but once again the money will be eaten away. As being two cycles of pay which our bills separate and come out at each pay and now will be returned again and more fees will happen my husbands command will more than likely be notified along with this hit being taken into consideration for his security clearance which his job depends on. Today is 2 weeks since I requested a copy of the denial letter I got an email from member services with an attached copy of it this afternoon. In my long journey I have done a fair amount of research on this credit union. I have found such bad reviews and sadly one of them is almost my exact story and pieces and parts of the other ones also share my experience. I understand there are millions of customers at these credit unions Im also wondering how many people this is happening to that this takes so long to get a reaction to. My denial and debit card being revoked decisions where made in approximately 2 days. This is peoples lifes and careers and credit they are messing with and dragging their feet with. Also in their policy one of the first sentences is that they are constantly monitoring for unusual transactions on your account. Im confused on how 3 separate transactions in one place for more money than Ive ever  spent other than on a car that I had to call the bank and get permission to do first doesnt flag anything especially since I have alerts for purchases around {$200.00} in one day in one purchase that they have flagged. I have had problems with charges on my cards before and I understand the process that needs to be taken and I usually receive a letter within a month or two. Ive never had this happen. Im sorry but in all my career, and education to get the status and credentials I have and running XXXX dollar companies Ive never seen, heard or experienced anything like this.

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