Consumer complaint received 2024-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: NJ

Complaint narrative:
On Friday XX/XX/2024 at XXXX my coworker sent me {$200.00} through her financial institution 's money transfer service which is called XXXX. In order for me to receive the funds, XXXX sent me a text message with a link to utilize to claim the funds. I clicked the link and it asked for my name address and my debit card info. Once I input my info and hit submit I automatically received the money and chime sent another text informing me I claimed the money successfully. Shortly after I received a email from Navy federal stating my phone number XXXX has been deactivated for use with XXXX and can not be used to send or receive money. I immediately called Navy federal who transferred me to the XXXX department where I was told the same outcome and the rep told me it was indefinite but could not give me any further info as to why. The rep then asked if I was having any issues with my debit card and I replied no. Once I got off the phone with that rep I then called Navy federal 's customer service to ask if they have noticed any suspicious activity on my account and that rep replied no they do not see anything on their end.I asked if they see the {$200.00} that was sent to me. The rep replied yes. I said did it come up a weird name? The rep replied no it says XXXX and {$200.00}. I said well ok as long as my account Is ok and ended the call with Navy federal. Later that day I did a ATM withdrawal of {$50.00} and paid for gas at XXXX which only authorizes {$1.00} and pending the full price. Now on the morning of Saturday XX/XX/2024 I sent my sister {$60.00} at XXXX through XXXX XXXX At XXXX I received an email from Navy federal stating a review of my account indicated suspicious activity. As a result, a restriction, which prevents certain access, has been placed on your account. I immediately called Navy federal and was told a restriction has been placed on my account due to XXXX XXXX and it can not be removed until the department that handles this is back on Monday XX/XX/2024. I was completely livid that my PRIMARY bank was able to cut me off from MY own hard working money for days! I am left with not a {$1.00} to my name for something I have no entire clue about. I was stuck at a restaurant who called the police on me because they thought I was trying to skip out on my bill. HOW HUMILIATING AND EMBARASSING!! 
On Sunday XX/XX/2024 I called Navy federal to speak with a supervisor to see if I can get any other info besides waiting for the department to be open. I was then told again " Yes your account is restricted and will be closed XXXX! " I want to know # XXXX How is accepting money through another money transfer other than XXXX XXXX XXXX fraud ''? I accept money through cash app with no issue. # XXXX If this was " fraud '' Why was I able to still go withdrawal money through an ATM, use my card for necessities, and able to send money through XXXX XXXX for XXXX? # XXXX If this was fraud why wouldn't they cut my card off immediately like they normally would have? # XXXX Anytime there was suspected fraud I would get a text or call asking if it was me. Why wasn't that done? Now I'm getting penalized for something that makes absolutely no sense at all.So not only did I NOT have access to my funds for several days, I now have to find a new bank and find a way to pay my now late bills due to me being inconvenienced. I want this escalated to the CEO of the company or I will be retaining a lawyer and suing.

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