Consumer complaint received 2019-08-15
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX, I deposited a check into navy federal credit union that was given to me by the check maker. I used mobile deposit as I did frequently before as I do not live in close proximity distance to the branch. Subsequently, the funds were expected to clear the item were placed on a 7day hold by the maker 's financial institution unbeknownst to me. The check was returned due to uncollected funds. This action was unintentional and rare mistake that I cleared up with NFCU immediately upon becoming aware of the issue. Branch and Phone reps stated that my account was still open, active but my online access had a temporary restriction. I needed to come into the branch, make a cash deposit and request my online access back. After 15 days, I called and spoke with a phone rep to check the status of my appeal. That is when a security rep. got involved. Unaware of the situation this person stated they was placed a permanent restriction. I asked to talk to the person to explain the story and they stated they would not talk and that would be the final decision. I asked for someone over them and they sated it was no one over them. They also told the rep DO NOT CONTACT them back regarding this matter. Even though I had did all the proper things to get my account back in good standing an alert was placed on my account to restrict and terminate my membership. They sent out a letter that stated my activity was more than the bank allows. I do not understand how when all I ever did with my account was normal banking activities. Funds were replaced and no losses were taken. After that decision, I did another appeal because I feel as though that person was discriminating against me and made a personal choice using their powers. I made several calls to try to get a better understanding or explanation. NFCU failed to respond to any of my appeals. I continued to call speaking with several different reps that stated this was a rare and unfair decision. I value my membership which is why I continue to fight as I know I did nothing to deserve this termination. NFCU was my primary bank. I owned several products including a credit card which I am still paying faithfully, never late. I been with them for 4 years and this was the first issue I ran across yet I was terminated. My family and friends banks with them which is why I feel categorized against. I honestly feel like I am being victimized. On XX/XX/XXXX, I sent another appeal and called to check the status. This rep. understood my story and apologized. She call security department. The security guy handling the call stated he would be more than happy to assist due to the circumstances however the first person made the restriction a permanent so there was nothing he could do. Again, without taking into consideration my account history, my guaranteed direct deposit, and my loyalty a decision to terminate my membership. I am writing this complaint in hopes that this mischievous and prejudicial decision of terminating my membership be reassessed. My fianc whom is a US XXXX XXXX Veteran and I are purchasing a house through NFCU mortgage and this restriction impede this process. I have worked in the XXXX XXXX   for 10+ yrs and are aware of certain penalties but not termination of accounts when no fraud exist. This termination is affecting my day to day life tremendously. I demand the decision be overturned due to discrimination and unfairness. I strive to get help at a higher level as NFCU has not been so responsive.

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