Consumer complaint received 2021-03-11
Company: NAVY FEDERAL CREDIT UNION
State: MO
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:
On XX/XX/2021 I deposited a check I earned from an employer. On XX/XX/XXXX the check deposit as was available on my account. On XX/XX/2021 that check was not a valid check and my account went negative and I was made aware of this until XX/XX/XXXX I I called the bank to see what was going on and I was told there was a letter in the mail from the security team stating they completed a thorough investigation and if I had any more questions to call Monday. I was also told on XX/XX/XXXX that I could send in any information to support my case. I then immediately sent in texts, a letter and the job site indeed screenshot of where I applied for the job. This brings us to my first complaint. If there was a thorough investigation done why was I the valued customer not included in this thorough investigation? On XX/XX/XXXX myself and my childrens income tax deposited and the check amount was automatically taken out, which was ok I understand they were still holding me accountable. However no one told me my debit card and anything related to my debit card was canceled. So brings me to my second complaint on XX/XX/2021. I spoke to XXXX and XXXX who explained the security team made their decision and I would need to request a escalation case management and would be returned a call 24 to 48 hours. During the hour call with both XXXX and XXXX no one made me aware nor did they insinuate my debit card was not usable. I understand the card belongs to the bank but the money in the account belongs to me and when was I going to be told this? I wasnt. On XX/XX/2021 around XXXX XXXX I had XXXX small children with me and as I went to make a purchase my debit card declined and when I called navy federal I spoke to XXXX who told me my card was canceled due to fraud claim I made. Ok this is fine if protocol when was someone going to tell me? I no gas in my car and had to walk about 3 miles with XXXX XXXX year olds. No one wants to take responsibility for anything and where is the support for the customer? On XX/XX/XXXX, I called and spoke to XXXX and XXXX and was told by XXXX I could not be assisted because I requested a escalation supervisor the day prior. Why was XXXX not privy to this information? XXXX tried her hardest to assist me and all she could say my card was blocked. Banking practices should be consistent when dealing with customers money. Im now closing this account and Im raged at that treatment. I feel powerless and as if I dont matter. Ive banked here almost 2 years have always had my money deposited from my employers. For me if some looked over my case I should have been notified by saying hey there is a fraud claim we dont believe you are a victim. This bank allowed my money to remain in their bank with no one contacting me so I could be aware. I shouldnt have to be made aware once Im attempting to use my card. Someone needs to take responsibility and revise.

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