Consumer complaint received 2016-09-10
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I was the innocent victim of a suspected fraud claim but NFCU did nothing to assist me and help me out of the bind that I was placed in. There was a transfer of money from one friends account to another but the transfer resulted from a misunderstanding. My account was affected because I also received a transfer from the account suspected of fraud. It was n't fraud but just a misunderstanding like I said. The day after this transfer, my account is locked and I no longer have any access to my funds. I find this out after attempting to make a purchase at XXXX. No one in the security department ever reached out to me and said hey we suspect that your account may be involved in fraudulent transactions. I call the contact center immediately and get told that my account is under investigation and will be until the XXXX of XXXX and this is on the XXXX. Now I have a family and bills and a ton of responsibilities that require attention and money. I ca n't attend to those without monetary funds. I have been calling the customer center everyday since I found out about this and I 'm usually given these cookie-cutter/fabricated responses that help no one. As days pass I begin to become more and more frustrated by the disappointing low level of help and assistance I receive. One of the supervisors I speak with tells me that if the claim initiator calls and retracts the claim then investigation will stop in its tracks and I 'll gain access to my account but that was a lie. Long story short, the misunderstanding has already been cleared up at a much lower level like it should have been but the NFCU security department still has to pursue this ghost investigation that they are taking their time to complete. They are not concerned with the fact that I have a family to feed or the fact that I have to pay for gas in order to get to work or the fact that I put on a military uniform everyday and serve this country and protection of freedom all to be told that I ca n't be helped until the XXXX of XXXX. I currently have no access to any of my money and have no way to pay for anything. My account is locked/restricted due to something that has nothing to do with me and NFCU does n't seem to care. No one from security has even reached out to me like the customer contact center has told me they would. Then when I call to speak with the security department I 'm told that no one will speak to me as if I 'm not important enough. Oh and last but not least, one of the customer service supervisors I spoke with decided to give me the same lack of concern and empathy that his subordinates showcased and even hung up on me. I admit that I was speaking to the supervisor with much enthusiasm and passion in my voice and I was upset so I may have used some colorful language but when you 're back is pushed against the wall how are you not going to react. I found it very disrespectful that he would hang up in my face while I am voicing my extremely important concern. I would never threaten anyone with violence but when someone tells you tough luck and and acts as if they do n't care that you ca n't feed your family that would make any MAN upset enough to want to fight because a MAN goes out and works and puts food on the table for his family and after I have done the work you expect me to be fine with you denying me access to that money that I have put countless hours of work in for on a daily basis. I am VERY unsatisfied with NFCU and would like nothing else to be move my banking services elsewhere because I have been shown nothing but NFCU 's true colors once this issue arose.

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