Consumer complaint received 2021-10-31
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX my brother XXXX XXXX send me XXXX to get a car and to have cash on hand as well, he send it through member to member due to us both having navy federal accounts. I had my account for 10 months, never had any issues with anybody sending me money. XX/XX/XXXX when he send the XXXX to me, I owed a friend some money so I send her XXXX and my sister needed help on bills I send her XXXX as well and I still had 1971 left for my car I was trying to get. My friend and sister have navy federal as well so I member to member the money to them as well. The next day which was XX/XX/XXXX, yesterday, I noticed my account was locked and a message popped up stating I needed to call navy federal for assistance I didnt know what was going on and why my account was locked. As I was calling navy federal my friend called me and told me her card was locked and my sister texted me telling me her card was locked as well. At that point I told both of them to call navy federal I didnt know what was going on at that point. I called navy federal back and was on hold for 40 mins to speak to security department I explained that my account is locked and Im not sure why, they stated that my brother needed to verify and validate that he send me the XXXX dollars I stated I never had to do that before whats going on, they stated they couldnt explain to me exactly, just kept saying I needed to speak to my brother, I stated what do you mean you cant tell me, whats going on this is crazy, I asked the representative, so all my brother need to do is validate the transfer and thats it, she stated yes. I called my brother told him to call navy federal he said ok. He had a long hold wait as well, he called me 45 mins later and said he called and he validated the transfer, and he also told me his account wasnt locked, so I didnt understand why my account was locked. So i called back and was on a long hold again, and I explained to the representative that my brother called in and verified the transfer, can I please get my account unlocked, the representative told me no its not validated and that the XXXX was fraud and they are closing my account for good, I stated what? The XXXX wasnt fraud, and I asked her, is this why my account, my friend and sister account is locked as well she stated yes because it was fraudulent activity I said what are you talking about, my brother send me this money through his account through member to member, why would you close my account from a money transfer, Im not aware of anything being fraudulent at all, and the lady rudely stated well you will have to find another institution, Im not able to tell you anything else. I hung up with that representative called my brother and explained everything to him he stated he didnt know what was going on because his account wasnt locked and everything was fine on his end, and the money came out his account already. So I called back spoke to the 3rd representative after a 40 mins hold again, I stated to this representative Im not sure whats going on but I need my account unlocked this is straight BS, the representative told me the XXXX was fraudulent and since it came to my account it affected my account and since I send it out it affects those accounts too, I stated thats insane and pure bs I have never heard of that before in my life. Just because someone send you money and you send money to known members, and you have send money to them before, our accounts is closed, I never heard of that before, and I had no idea anything was fraudulent, I wasnt aware of anything being fraud, how can you know if money was fraud from someone sending it to you thats insane, and the representative stated due to the money being fraud they wont be opening my account back up also due to a incident with someone getting my information and trying to put a check in my account that never came to my account, and I didnt have any idea that anyone tried to do that, that was fraud and I knew that was fraud because I didnt do it, I got the same pop up message and called and got that straighten, and The representative stated thats also the reason why we closing your account. I stated to him that doesnt have anything to do with this incident here at hand, both of theses incidents are different, someone stole my bank information and card and tried to deposit a check, that I wasnt aware about. And this incident with the XXXX, my brother send the money to me in my account, I wasnt aware of nothing being fraud, the money came directly out his account. I dont condone in fraudulent activity at all, and never have, my brother send me that money to help me since my car got repo, I needed this money, now I dont have any of it and now Im not able to do what I needed to do. I never ever wouldve thought anything will be fraud and it cost my account and money because of someone sending money to my account that I wasnt aware of being fraud.

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