Consumer complaint received 2022-09-26
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Navy Federal Credit Union XXXX SUBJECT : Navy Federal Credit Union has frozen and denied access to my accounts without notification or justification. It has been over a week without explanation or assistance. This is so unfair and unwarranted. 

UP FRONT : I opened these Navy Federal Accounts while on active in XXXX. I used my XXXX XXXX military ID and was afforded all the " XXXX XXXX '' privileges with that status, including ATM fee reimbursement up to {$20.00} a month for most transactions within their network. 

In XXXX, my military retirement direct deposit began. They requested a copy of my drivers license, military retired ID, and a copy of my XXXX. I provided each which remains current and on file with the bank. My name and rank are correctly listed on all the profiles. 

XX/XX/XXXX XXXX ) I called the customer service number to inquire about a - {$1.00} due on a savings account I have never used. Which is suspicous. The representative said it was due to unpaid ATM fees owed. She would transfer money from the checking to cover the costs. I asked why am I paying for this ATM fee, where did it come from, how often have I been charged these such fees? 

XXXX ) I was transferred to another agent who was literally belligerent when I asked these same questions. Insisting I was member only since XXXX. I told him that was incorrect and requested an audit of the charges. He was dismissive and then suddenly aggressive to my simple questions saying, " We don't do that. I can send you statements. Would you like the statements? '' I called again requesting to speak with a supervisor who can answer these questions about the ATM fees charged to the accounts. 

XX/XX/XXXX XXXX ) The supervisor called. I requested an audit into the amount of ATM fees taken out my account over the years. The conversation was " we don't do audits for ATM fees, I did a quick calculation and its approximately {$170.00} since the last two years. We can only go back two years. You are not allowed reimbursement because you are a " regular account not active-duty/retired '' checking account. You never requested to be active-duty/retired. There is nothing else to do. I am the supervisor. This is the end to this. '' 4 ) Of course I was stunned. Navy Federal is obviously conducting predatory banking practices with these accounts. Why is my request for an audit into the ATM fees charged so blatantly denied? Why is the investigation into why my account was not longer considered " active-duty/retired '' changed without my notification after so many years. Even as the XXXX direct deposit has been consistent every month since XXXX, why was my account discredited to benefit Navy Federal. This was obviously not in my best interest and the reason most use Credit Unions, to avoid predatory banking practices. To dismiss me with " you didn't ask for XXXX XXXX '' is such an unethical means to swindle long-term customers with these rude practices. The fees were taken from a military XXXX direct deposit, the only source, since XXXX. Again, I understand not all ATM fees would qualify their network. Yet, all transactions were charged because I was not labeled/considered " active duty/retired. '' This is so infuriating the abject abuse. 

Saturday, XX/XX/XXXX XXXX ) Suddenly I noticed online and app access to my accounts were denied. I called the XXXX number and after a length - verification process and phone codes sent- was told " it's suspected fraud activity. An email was sent. '' I insisted I never received this email and certainly would have responded to fraud or anything denying access to my accounts. I was not notified via text, email, app nothing ; and I am very active on each. They offered no other information or assistance. Told me to call the security department, same number, from XXXX XXXX M-F. I did and despite the urgency I was transferred and transferred and on hold for over 2 hours and 30 minutes. I have screenshots. When the security department finally answered and the- verification process and phone codes sent- the response was " there is nothing we can do. this can NOT be resolved over the phone. THEN SHE DISCONNECTED. I was stunned. 

Monday, XX/XX/XXXX I'm told to go to the nearest Navy Federal location with ID. I am 40 minutes away from the nearest branch in XXXX Virginia. Finally, a representative tells me I can secure message a " one-page letter, pdf. with ID, account numbers, 3 signatures, etc. '' I did. 

Days later they secure message back saying, " you need to change your code. '' I do not and never had this code they are demanding. Repeat. I never had a code. So, I created a code and repeated the process of the one-page letter pdf. attachment to secure message. 

Monday, XX/XX/XXXX Still, my accounts are frozen and access denied. 

So many questions and no assistance. This is unprovoked malicious, let alone suspicious behavior of these banking officials. I have submitted written request ( s ) for an audit and an internal investigation into the handling of my accounts. Please assist with the oversight as I am being dismissed w/ accounts frozen for no apparent reasons.

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