Consumer complaint received 2025-03-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
On XX/XX/XXXX th of this year both of my twin daughters turned XXXX. I have had them navy federal accounts since they were 13. I went into the branch after they turned XXXX and removed myself from both of their checking accounts to teach them how to start managing things on their own. Shortly after XXXX of my daughters XXXX XXXX begin to apply for different accounts with navy federal in an attempt to start building her credit report and preparing for college. As a parent I informed my daughter she has to wait until her scores generate with the XXXX XXXX XXXX and she did not know navy pulls only from XXXX. So when she seen her experience score update to a XXXX she immediately begin to apply for accounts. After speaking with a few people via phone and redoing applications she received a letter stating the denials where due to no credit history. This is because she applied before her scores and history updated. She was then told to do an appeal for a new report to be pulled. She was attempting this first from one of my business cell phones. Her account was locked. Then, she called and they told her do not use another members phone to login & to use our home computer. She then begin to use the home computer. Again, the account was locked. She called and verified each time and explained to the workers each time her phone screen was damaged and she was awaiting a replacement device which is why she was using the computer. They assured her this would be okay and then blocked her account again. The final time she was told to go into the branch to prove her identity because there where to many applications submitted in a short period of time. This was after she explained to them multiple times she did the other applications so they can pull a new report. She is again XXXX so shes figuring it out and not really sure how this all works. I took her into the branch on XX/XX/year> a Saturday. She showed two forms of ID & they asked her if she submitted applications which she spoke directly with a leader at the branch and verified. She showed the lady her phone telling her it was cracked and this is why she was using the computer. The lady in the branch assured her now everything was fine and she could now call to have her application appealed so a new score and history could be pulled. When she left the bank she called and completed that process for a third time. Each time she did it before it was cancelled due to security a few days prior I go to login my bank account and its also locked. I called and was told there was suspicious activity. I verified myself and explained to the agent I had not done anything on the account as all of the account is negative and I am behind on my two auto loans. I was logging in to calculate what I needed to pay as I am expecting a tax return to clear the balance and get my accounts back in good standing. She said she did not see any activity just a note for security. I verified myself account and they unlocked it. On Tuesday I called and spoke with them about the auto loan and was informed my checking account had been permanently closed due to fraudulent activity. Again, I have done absolutely nothing with the account and when I asked to speak to someone regarding I was told there is nobody to speak to. I called back and was told it has something to do with my daughters account and they believe I was the person calling pretending to be my daughters applying for credit which is furthest from the truth. Again, my daughter went into the branch herself and confirmed these applications where submitted by her. Furthermore she has informed me they closed her account also. She has a direct deposit that goes into her account and now doesnt have access to her money and she has done nothing fraudulent on the account. Applying for credit isnt fraud. Speaking to multiple agents who is telling an XXXX XXXX XXXX to submit a new application instead of doing the appeal is what have the accounts flagged with to many applications to begin with. Myself or my daughter have not in no way did anything fraud. I have been with navy for years and have never did anything remotely close to fraud. I would like this corrected and our accounts reopened for both myself and my daughter. Again, she physically went into a branch on Saturday with her ID and spoke with someone there is no reason why her account should have been flagged after she verified her identity. We have all of our finances go through navy federal. That is our primary bank I would like this resolved.

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