Consumer complaint received 2024-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: VYSTAR CREDIT UNION
State: FL

Complaint narrative:
On XX/XX/2023, I deposited a check in the amount of {$8000.00} at a Vystar branch. 

I was told the funds would be on hold for at least 48hrs due to the time and amount of the deposit, which I was already well aware of. The following day, ( XX/XX/XXXX ) my banking mobile app was locked and I was instructed to call Vystar, which I did. 

I was connected to a man by the name of XXXX with the fraud department. He began asking me questions about the check which I informed him it was a grant I received from XXXX XXXX as Im attending school for XXXX. I received this along with my FASFA funds that I wont have access to until the XXXX semester begins. I was then told by XXXX that he would unlock my account, but due to the amount and the fact that I havent made a deposit that large with them before, the funds would be placed on an extended hold until the check clears. The date I was given for my funds to be released was XX/XX/2023. 

XX/XX/2023 my banking app was locked once again with the same instructions. I called and was reconnected with XXXX and he began the conversation with Yea I just want to make sure youre still sticking with the story that you received this check as a grant because I contacted the maker of the check and they confirmed it was fraudulent. The way he approached me I believed he was joking. After understanding that he wasn't, I told him that couldnt be possible and that I had proof of validation. He requested that I submit the proof via email and until they confirm the validity of the check my account will remain locked and the funds would remain on hold. ( But you just told me the maker of the check confirmed it to be fraudulent already.?? ) I submitted proof of the grant to Vystars fraud department, and called to follow up on it. I was connected with a lady who told me my account was already set to be closed and that the check was already pending return. She also stated that my funds that were already in my checking account could be picked up from a branch or that I could have it mailed, but I wont receive all of the funds due to return fees. I told her that didnt make sense as I was just told to submit proof and to connect me to either the fraud department or a manager ( since no one seems to be able to find XXXX anymore. ) After trying her very best to get me off the phone, she finally connected me to the fraud department where I was greeted by another woman who went by XXXX. 

She told me that nothing on her end said the check was pending return and she didnt see anything requesting proof of validation and that we were just waiting for the check to run its course. At this point I asked her if the lines were being recorded as I am being told different things by different employees. She assured me that it was, then told me to give them time to review the documents submitted. 

The following day I called back to do another follow up. I was greeted with a man who told me Vystar has already decided to move forward with closing my account and that the check was already pending return. ( I was told this 3 different times by 3 different people. Clearly a script in their notes. ) I was transferred to the fraud department where I was told that what I submitted to them was an application for the grant and that they needed proof of the funds being approved. ( Again, all after telling me the MAKER of the check said it was fraudulent and that it was already pending return, but youll still release my funds to me? ) I have spoken with Vystars fraudulent department and team members numerous times since then. Every time I am placed on a brief hold and then they come back with a script telling me that my Vystar membership privileges have been revoked and the account will remain closed and that the check was pending return. 

As far as the check, since the day of my deposit my savings account balance has been {$8000.00}, but my available balance was only {$220.00}. Well as of the beginning of XXXX, my available balance is exactly {$8000.00}. The check fully cleared and it has remained this way everyday for 2 weeks now. But I have been told the check was pending return before the funds ever even became available in the account, over a month this check has been pending return. Therefore, Vystar Credit Union has been lying to me, illegally withholding my funds, and accusing me of fraud. 

All of this has caused great turmoil for me as Ive had to abruptly switch banks, my direct deposits, and have been awaiting the money I already had in my account that was supposed to be mailed out a month ago that I have yet to receive. ( And wont even be receiving all of it due to the return fees that Im being lied to about. )

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation