Consumer complaint received 2021-03-17
Company: NAVY FEDERAL CREDIT UNION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XX/XX/2021 I noticed suspicions activity with my account checking XXXX. I contacted NAvy Federal Credit union compromised accounts. After reviewing my accounts they agreed with me and stated a skimming device was being used on my account. 

They advised me to : Close my accounts and open another ASAP. 

Change user I D, passwords and PIN numbers. 

Change out the debit or any cards related to the affected accounts. 

They informed me of any deposits would be automatically transferred to my new accounts. 

I did exactly what I was advised to do. 

I trusted the banking personnel. Appropriate one week late I began to receive my replacement ATM cards in the mail. These card would not activate online. 

I contacted the NFCU customer service for assistance in activating my new debit cards. They informed me, I had been suspended from using my debit card for 1 year, because I had not conducted myself as a member of their credit union, as per their guidelines and statues, on the XX/XX/XXXXXXXX XXXX XXXX therefore my privileges to use ; My debit card Mobile banking XXXX XXXX funds Deposit History ATM usage Loans services Bill payments The only thing I could do if I need access to my funds, was to drive 150 miles to the bank and show my ID. 

This was crazy my account was now over drawn by - $ XXXX I had no access to anything and on the XXXX XXXX of XX/XX/2021 the only thing that happened was a check for {$3.00} was deposited in my account. 

I tried to contact the security department of NFCU to find out what was going on, they would not talk to me. 

I opened another account at XXXX XXXX XXXX As I was transferring my XXXX and personal information to XXXX XXXX someone from NFCU security contacted XXXX and talked with them. 

XXXX froze my accounts and would not release the funds I had with them. XXXX closed my accounts and mailed my deposits to me after a month of investigation and found nothing criminal or wrong. They had already frozen and closed my accounts because of what NFCU had told them. 

I drove 3 times to NFCU for a total of 500 plus miles in order to get funds from my account. 

I currently have been diagnosed with XXXX XXXX XXXX XXXX  and XXXX, along with a very bleak diagnosis. 

I work so very hard to restore my overdrawn account back to a positive status. 

The check cashed against my account for {$1200.00} had cleared the back but was not credited to my account. My direct deposit was transferred from my closed checking account to my newly opened account in order to fund the account and take it out of a overdrawn position, they credited my account for the fraud from another state. 

Finally thing are getting back on track for me. Except why was I still being punished for contacting the bank because someone used a slimmer device on my accounts and taken what did not.belong to them. I pulled all my statements and reviewed all activity. 

Someone had removed XX/XX/XXXX and XXXX from all my statements and records of transactions at NFCU. 

Finally NFCU restores my ability to have mobile deposit on XX/XX/XXXX th XXXX. 

In XXXX XX/XX/2021 I send two separate messages in writing to NFCU asking where is my stimulus payments of {$1400.00} and {$1400.00} total {$2800.00}. I get no reply, I call NFCU and am told all members have received their stimulus payments and after checking all my accounts open and closed that I would have to contact the IRS because NFCU did not have a stimulus payment for me. XXXX XX/XX/2021 I receive a message from NFCU informing me they have returned my stimulus payment back to the IRS because of a closed or ineligible account to receive the deposit. They went on to inform me, in the future if they could not identify whom the deposit belonged to they would not be able to transfer it into the new account and would return the direct deposit back to the payor. 

This is so wrong they know I opened new accounts, they can transfer my direct deposit on XXXX XX/XX/2021 to my new account in order to relax the overdraft, but return my stimulus payment and threatened to return future direct deposits back to the payor. 

Obviously I have angered someone in the security department and they are manipulating their authority at the financial institution. 

We do not have anyone to turn to to help us. We have attempted to contact NFCU over a dozen times to resolve this situation. They continue to tell me they can not over ride the security department and that is whom is doing all these actions against me. 

I have all documentation of everything I have noted, as it is true and accurate.

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