Consumer complaint received 2015-11-24
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I have had a checking and savings account with Navy Federal Credit Union for a couple of months, with no incident or problems and light use. My husband passed away on XXXX XXXX, 2015 and I really started using the account after that. After depositing a {$3000.00} check from my mother drawn on XXXX XXXX XXXX XXXX XXXX and another cashiers check drawn from XXXX in the amount of {$3700.00}, still no problems. On XXXX XXXX, without notification via call, email or postal mail, my account was frozen. 

I contacted NFCU right away, and they stated that there was suspicious activity on my account. I explained the situation regarding my husbands death and I had been paying for funeral expenses and now in XX/XX/XXXX, I had planned on having my husbands pension directly deposited into the account for household expenses. I was very upset, as I only had {$60.00} in cash and I needed to get items for my children 's schools etc. The young lady I spoke with was very apologetic for the lack of communication and situation with the account. She stated that they needed some addition information in order to release the account. She asked for some information and I provided these within minutes with photos of items requested, attached via emails. I was told that there was an issue with another account I had, that i stated I knew nothing about. She stated that they would need to look into the issue and would contact me within 1-2 weeks. Wonderful! No money and my children and I have had issues with power and other utilities since they did not release the funds to me. Also, I was told that all electronic payments would be returned and all debit card payments would not go through. I was told that if I use my checks, I would be ok. Since I needed food for the kids, I went to a check cashing location and cashed a {$300.00} check. Well, it was returned and I now have egg on my face thanks to that lie. 

Since XXXX XXXX, I have had no t contact from ANYONE at Navy Federal CU. No calls, no postal mail, no emails. I have been sending them emails, ( that they are reading, per my read receipts ) begging them to release my {$1400.00} between savings and checking. I am being ignored, totally ignored. My preferred method of communication is email, they know it and I have received anything from them. 

I need my money released and returned to me asap. The funds in the account are from my mother and the lat money from my husband. I find this situation intolerable and very unfair. I do n't understand what the problem is, and I frankly I do n't care. I have repeatedly asked them to just close the accounts and send my the funds. Nope, no response. 

The online banking and mobile sites, are blocked. I can log in, however it shows me nothing. I can not get my statements, see transactions or even what the balances are. I find this whole thing idiotic, lame and suspicious. I am asking that my funds be released with a full transaction breakdown from XX/XX/XXXX - XXXX/XXXX/2015, as well as copies of full statements ( each account ) from XXXX 2015 up to closing, as well as why non one has contacted me in any way, now over a month since they froze the accounts in a postal letter with copy to email. 

I do n't care if I was laundering money ( I was n't ), using the account in a criminal manner ( I was n't ), in any case, I asked for information and was denied, none and my money was frozen and has been held. I find this punitive and I will pursue further if necessary.

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