Consumer complaint received 2020-07-01
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I had 2 micro deposit on XX/XX/XXXX in the amount of {$0.00}, and {$0.00}. I then received my deposit for my PPE loan in the amount of {$20000.00} on XX/XX/XXXX. I made purchases online, and in stores. I also received an email from Navy Federal Credit Union Funds Availability Increase on XX/XX/XXXX at XXXX XXXX. I went into the Branch on XXXX XXXX XXXX XXXX, XXXX TX, XXXX on XX/XX/XXXX @ XXXX XXXX and spoke to XXXX. He looked up my account information with my drivers license and told me he had to call and verify my loan. I stayed at the branch for almost 1 hour and he finally got someone on the line. Whoever he spoke to told him to put a freeze on my account and then he started asking me questions. 
He asked what is the PPE loan for? What is the name of your XXXX? Why don't you have a business  account? I answered and told him this if for my XXXX, I don't need a business  account, I use my social because I'm the XXXX XXXX. He then gave me a card with the 888 number to call but I did not know why I was calling so I asked. He said I needed to call that number to speak to someone to remove the hold on my funds. 

I called the XXXX number and spoke to someone on Saturday XX/XX/XXXX at XXXX, XXXX but representative said the fraud department was closed and neither person could give me a time frame as to when anyone would review my account. I went back to the branch and spoke to the assistant branch manager who said in her experience they will be able to speak to me Monday-Friday. 

I called on Monday XX/XX/XXXX at XXXX XXXX. That representative told me she see where I spoke to several people and would put a note on my account. It takes 3-5 business day for someone to resolve the issue.Their is a number on the loan they will have to call to verify the loan is mine. I called back at XXXX XXXX the same day XX/XX/XXXX. Another representative told me he would put another note on the account but their is not anything else Navy Federal could do for me. 

I called on once on Tuesday XX/XX/XXXX at XXXX XXXX. Another representative told me the account was being reviewed but their is nothing more she can tell me besides their is a number on the loan they will have to call to verify the loan is mine. 

I called today XX/XX/XXXX at XXXX XXXX the representative told me this is Federal and it goes through a process and she could not give me a time frame. I told her I know its federal because all banks receive money through the federal government. She said that to try to intimated me. I then let her know that my XXXX employs veterans who are relying on this money to pay their rent, utilities and livelihood. She then said she could not tell me anymore. I called the loan company and the representative advised Navy Federal will have to call they can not do anything. The loan was approved and processed that's why they verify the account through the micro deposits. 

This is very disgusting. I'm utterly disappointed from the lack of service I received from Navy Federal. I have someone who is threatening XXXX  because I can not pay her and she will be evicted this week. I have over 25 employees  who are Veterans imagine the disgust they feel after I told them the funds were available, now I have an complete freeze on my account, and I don't know when I can pay them. 

This is excusable and unexceptionable.

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