Consumer complaint received 2024-03-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
Between XX/XX/2024 and XX/XX/2024 I went into the Navy Federal Credit union branch, located at XXXX XXXX XXXX XXXX XXXX, Ca XXXX to open a checking and savings account. I signed in and waited to be called so that I could be helped. I was approached by a banking officer, lady by the name of XXXX. I sat Down with XXXX and told her that I wanted to open a bank account with them. I was asked if I had a family member who banks with NFCU or a roommate. I told her that I have a family member who is a member. I provided her with my family members access number which is the Member number. She then proceeded with my request and asked me to provide her with my drivers license and my social security number. She made a copy for her records of both forms of ID and proceeded to open an account for me and provided me with my own member access number and both, my checking and savings account information. Around XXXX on the same day XX/XX/2024, I deposited {$10000.00} into my checking account. On XX/XX/2024 I went to the same location and drove up to the drive through to deposit my payroll check. I arrived at the drive through around XXXX and provided the teller at the window my NFCU Debit card and my paycheck to have it deposited into my checking account, I immediately noticed that the back of my paycheck was not signed, I asked the teller to allow me to sign the back of my check and Asked her if she needed my drivers license. The bank teller responded with oh theres no need for your license and your ok you dont need to sign the check I asked her if she was sure about that and she said oh yeah, youre fine. The tellers ID # is XXXX. I asked the bank teller to provide me with a receipt showing that my deposit was made and a receipt was provided to me with the date, time and tellers ID #. The minute I left the bank drive through window, I tried to use my debit card for gas so that I can get gas and my debit card got declined, I then attempted to log into my online accounts with NFCU and received a message that asked me to call the bank, I called the bank right away and was told that my accounts were frozen/restricted and that I needed to contact their security operations or go to the branch I made the deposit at and opened my accounts at and have someone from the branch contact security operations to resolve whatever restrictions were put on my account. I drove back to the branch the same day and spoke with the branch manager, the manager handed me a piece of paper that says security appeal form and told me I needed to fill it out and either mail it to the security department or email it. I filled out the form and provided all of the documents necessary and sent it to the security department on XX/XX/2024, I received an email reply letting me know that they received my documents on XX/XX/2024 at XXXX. On XX/XX/2024 I wrote another email to the security operations department advising them that they had 72 hours to release my funds and unrestrict my accounts and if they could not do that, that I would be advising them that I will be closing my accounts and withdrawing my funds and going somewhere else. On XX/XX/2024 at XXXX I received a reply from security appeals that stated the following this letter concerns your request for the restriction to be lifted from your accounts, we have carefully reviewed the information you provided. In view of the unsatisfactory manner in which you maintained your previous accounts, we are unable to remove the restriction at this time. Navy federal credit union has been holding my entire funds HOSTAGE and refusing to allow me access to any of my funds to date. I have experienced tremendous financial hardship due to this and have not been able to pay my rent, car payment, utility bills and feed my children. I am seeking the help of this agency to retrieve my funds from NFCU or for XXXX  to immediately allow me to close my account and retrieve my funds that they have been holding XXXX. NFCU in their email dated XX/XX/2024 stated that I had previous accounts with them, but I have never had any other accounts with NFCU other then the two accounts that I opened up in the presence of the bank officer on XX/XX/2024. I was physically at the branch on XX/XX/2024 and did not have any issues opening my accounts until I made a deposit into my accounts. I need this to be resolved immediately as I have been financially struggling due to the unlawful business practices of NFCU and the way they are handling my funds and by not allowing me to have access to my accounts.

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