Consumer complaint received 2016-07-26
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/2016 I visited navy federal to see if I could apply for a loan. I spoke with rep at the branch XXXX and I advised her my score was XXXX but since I been on XXXX my credit score has decreased.Then she said then you may not get approved I asked her after 15 years of banking with your company there 's nothing you can do she said no. Then as I explained my situation she said he has referred a lot of members to some company call XXXX XXXX but could n't remember the exact name. I started searching for the website and multiple websites popped up.So I applied for a loan and on XXXX/XXXX/16 I received an email saying I was pr approved for XXXX but I only needed XXXX. The email I received says XXXX XXXX then there after I received a phone call from XXXX saying that I was approved they asked what was my hardship and then the stated to prove my identity and tat the account belongs to me they would have to do a test and deposit $ XXXX {$2000.00} and one I receive to send it right back then I would have the funds I applied for within an hour.The same day I received an alert that I have {$200.00} so I go to the ATM and withdraw the cash and then someone name XXXX called and said you will receive the funds at midnight. So I called the branch to see if there was anything showing suspicious on my account rep XXXX said no I then told her I received a call from a company saying I was approved for XXXX and there calling from XXXX XXXX CA I asked could she call them to make sure that was the company name. Rep attempted to to call but said she was not able to make outbound calls.So XXXX/XXXX/16 I received an email from NFCU saying deposit received then an hour later next email said deposit approved. So at that very moment I felt like it was legit.I ask the loan company how was I to send there money back he said go to XXXX and purchase XXXX cards and I purchased all they had totaling up to XXXX. I was asked to email the info on the back of the card.Then loan company asked where is the remainder I told him I have to go to another store to get the rest so I did. I then asked when will I receive my deposit he said he would call me back in 30 min.I set there for almost an hour at my bank. so then I called them and then XXXX stated XXXX needed an additional {$450.00} for insurance I told him I did n't have any funds so after that conversation I heard nothing from loan company. So called navy federal on XXXX/XXXX/16 telling them to close account because I felt something was n't right and explained the situation.Called NFCU on XXXX after they close previous account and learned that a fraudulent check XXXX check for XXXX was deposited and caused my account to be negative I told the rep XXXX I never deposit a check and I ask him can he email me copy of the check at this point I 'm LIVID! so the rep said mam looks like a scam. At the same time my XXXX check was pending so I asked another rep was account ok he replied yes. So when my XXXX check deposit NFCU applied my XXXX check to the negative balance of XXXX. I went to the branch upset angry and frustrated. I spoke with a rep name XXXX and she tried her best to get my XXXX check back to me but then out of no where XXXX XXXX the assistant mgr walks in the office looks at the screen and says mam there 's nothing we can do at the this point I became very irate because XXXX XXXX accused me of depositing I check I never see nor sign. I explained to the XXXX mgr mam I have to take my meds for high bp and my son that has XXXX and needs his XXXX. I stressed to asst mgr I have to pay my rent she said I had to wait 10 days.Then I became very irate and said mam this is so unfair how am I gon na pay my bills and feed my children .Asst mgr never apologized or showed any sympathy. Officer XXXX walked in the office and ask did I want to file a police report I said YES! mm for XXXX yr

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