Consumer complaint received 2024-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I am requesting that my membership and credit card be reinstated. I was told that my account was restricted due to logging into a " possibly fraudulent device. I can assure you that I am the only person who accesses my account, and I have not shared my login information with anyone other than my child and XXXX, who is also a Navy Federal member. They were attempting to help me register my account for online access. I believe there may have been a misunderstanding or error within Navy Federal System that led to this restriction. At the time of logging into my account, my XXXX laptop was connected to the hotel wifi, a hotel that has XXXX floors. Other Navy Federal members could have been accessing their accounts through the network and different devices, which is normal. Since I had no malicious intent, I am merely endeavoring to present potential scenarios. 

During the call with the investigator, he was very intimidating and asked me questions about the serial number of the device, which I wouldn't have had at the time. He also asked me condescending questions such as " Did my kids input the information onto the application? '' which I found concerning and degrading. He made me feel timid and as if I were committing a crime. My kids were not around me at the time that I made the call to security services, and I informed the investigator. If anything, he should have taken the appropriate measures to confer with my kids so that they could provide that information to him. Instead, he made me feel that I did not deserve a Navy Federal membership and informed me that he would keep the account restricted because I was unable to provide the serial number and other device information. The device was an XXXX XXXX XXXX, and I can reassure you that my daughter 's or godson 's devices are not fraudulent. Because the device in question was my godson, I called back with him on the phone. We were attempting to rectify the situation when my godson was told that " my XXXX sounded perfect to the representative '' after the employee heard me speaking in the background. The discriminatory comment that offended me was made after my godson informed the rep that I did not speak perfect XXXX when it came to matters such as security services. 

Navy Federal instructed me to submit an appeal to remove the membership and credit card restriction, but at the time, they provided no information about the information I was to submit. I was not made aware of the reason that caused the restriction until after the first denial, which is why the first appeal was struck down. How is that fair to anyone? I have already applied for membership and a credit card, and my XXXX score has dropped XXXX points due to the hard inquiry. I am asking kindly that my membership and accounts be reinstated, as I have no intention of wrongdoing, nor am I that person. I can reset my login credentials to help establish my account security or make any other efforts to amicably resolve this matter. I have held other credit cards, but I have never been subjected to such scrutiny. The majority of Americans own a variety of devices, including smartphones, XXXX, desktops, tablets, and more. 

Should the CFPB request the investigator 's phone call be pulled, it would serve as evidence of the discriminatory and aggressive practices prevalent at Navy Federal. I respectfully request that the hard inquiries be removed from my XXXX report if the credit union wishes to maintain unnecessary restrictions on my membership and credit card.

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