Consumer complaint received 2020-04-15
Company: NAVY FEDERAL CREDIT UNION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I work for XXXX XXXX XXXX XXXX ( XXXX ) in XXXX, MD. On XX/XX/XXXX, using my XXXX issued laptop, I opened a checking account online with Navy Federal Credit Union, and subsequently applied for a {$30000.00} personal loan for the purpose of debt consolidation. It's important to note the purpose because it was required on the application. I was approved right away, and the account was immediately funded with the proceeds from that loan. 

On XX/XX/XXXX or XX/XX/XXXX, I made transactions from the Navy Fed account, to pay my mortgage, 1st Trust, ( XXXX XXXX  ) which was in the rear several months. That was done over the phone with an agent of XXXX XXXX. One was online ( 2nd Trust ) with the same mortgage company. The 1st Trust transaction went through. The 2nd Trust was blocked, I'd find that out later though. I also paid off a XXXX  XXXX loan via my XXXX XXXX mobile app, using the proceeds from the Navy Fed Debt Consolidation loan. 

On XX/XX/XXXX I downloaded the Navy Fed mobile app to my XXXX XXXX. 
On XX/XX/XXXX My account was restricted. I could no longer access my Navy Fed account from computer or mobile device. When I called, XXXX in Navy Fed 's security team said " There has been a device used to access your account, that has been flagged as a fraudulent device used in the past to attempt to defraud Navy Federal ''. 
He asked me to confirm a few of the transactions. I did. Then he asked about the XXXX  device I used ... if it was mine. I confirmed. He then continued that " It's that XXXX  device that has been flagged as a fraudulent device ''. He went on to include that my laptop I used to open the account was a " flagged fraudulent device '' as well. He concluded saying " You can no longer do business with Navy Federal since you confirmed that bot devices are yours. '' He denied my request to speak to a manager/supervisor. He advised me to submit an appeal via their appeals process. I immediately did. 
It's extremely important to note here that this is Navy Fed 's initial reason for restricting my account. The reasoning changes twice as I pursue answers to my questions. 

In the appeal, I sited that the XXXX laptop was issued to me in early XXXX, and I purchased the XXXX around the same time in XXXX, and both devices have been in my possession since. I provided a receipt from XXXX. 

I went to the XXXX, MD Navy Fed Branch office to speak to someone in authority. 
Instead I spoke to a rep named XXXX who got more information. He said he spoke to the Security Team and they gave him more detail. This time they said it WAS NOT my phone that was the issue, but rather " The hardware ID of my computer used to access the account is a known device that has been used in the past to attempt to defraud Navy Federal ''. He went on to say that while the account was restricted and the appeal was under investigation, I would not be able to access the account, nor the funds of the loan because " it's not like it's your money anyway ''. 

Two weeks into the investigation, I received an email from Navy Fed 's Security Appeals Team stating " In view of the unsatisfactory manner in which you maintained your previous account ( s ), we are unable to remove the restriction at this time ''. 

That's their 3rd explanation ... .not my XXXX  ( 1 ), not my PC ( 2 ), not even fraud, but now unsatisfactory management of my previous accounts ( 3 ). 

I've never had any previous accounts with Navy Federal. 

Navy Federal has my FICO Score, Credit History/Report, Social Security Number, Residence History of over 20 years, Work History of the same length of time, yet they're accusing me of something I have no knowledge of. 

In conclusion, Navy Fed is in violation of my loan agreement. I have a loan on my credit report now that I no longer have access to the funds, nor can I make payments on, for reasons that have not been made transparent to me.

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