Consumer complaint received 2024-08-16 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:
XX/XX/year> Woke up to account not working logging in, I called a representative stated my account was restricted due to fraudulent account being opened. 
Same date XX/XX/year> I went to XXXX Branch earlier that morning to get funds out of account teller stated I needed to show proof of how I am affiliated to open an account. Account is restricted until proper documentation is submitted. 
Later that afternoon with my XXXX dad to provide his DD214 Form along with his VA Military identification. I also completed and signed a Security Appeal form the teller provided me. 
XX/XX/year> I called I was informed that fraud department never received my security appeal form, they only received Dd214 form. Which was incorrect. I submitted with teller day before. My Dad is my witness. 
XX/XX/year> I went into branch early morning again to resubmit requested documentation Security Appeal Form another teller took copies of my id and sent along with security appeal form. She told me allow 1-3 days and once my direct deposit hit Tuesday I can come retrieve my funds with teller. 
XX/XX/year> I called to verify status of appeal and a representative stated they never received the DD214 Form its a note stating I need to send that over along with proof of address she only see the security appeal form submitted as of XX/XX/year> I said I spoke to someone on XX/XX/year> and was told they received the DD214 Form. Still insisted that I need to send it over because they dont see it. At this point Im frustrated and XXXX Im steady getting run around and nothing resolved. 
XX/XX/year> I went early morning as soon as opened spoke with banker and gave her the run down of my experience. She took a copy of my ID in color and proof address and resent DD214 Form along with my newest security appeal form. She said to allow 15 days for processing on rather approved or denied. I said okay thank you and left out of the office and went into the teller line for withdrawal of funds I ended up getting the same lady that stated I can get my funds as soon as they post following week before. She put my information in and said she is unable to provide me with my balance, I said Youre the one that said I can withdrawal funds once they post! She stated, I know, but its showing your account is locked got ta speak to a banker to unlock account. Remind you I just pulled off funds no problem on XX/XX/year> so Im confused on how Im not able to proceed with same situation. I go back and ask man at front to put me on line with a banker and he did and told me take a seat in lobby. While Im waiting in lobby I notice the previous banker I saw took a call instead of calling me back in her office after she was finish talking to a customer. Then someone else came to wait in lobby and another banker came available and I noticed he was fidgeting and procrastinating to call next person purposely. Then he hesitated and called the two women whom came in after I signed in. I got up and went back to the man and asked him why wasnt I called and he skipped over me and I was in line before them. He looked over his computer and the lady that I spoke with earlier came out office and said to a teller Shes doing a withdrawal I have fraud security on phone they are unlocking her account give her balance and let me know when your done. I told her thank you, she didnt say anything back just walked away. No one communicated with me they treated me as if I was invisible, I was disrespected from day one. I went to withdrawal funds, and left XX/XX/year> I received email stating We have carefully reviewed the information you provided. In view of the unsatisfactory manner in which you maintained your previous account ( s ), we are unable to remove the restriction at this time. This is foul play I have not had any problems with my account its been active since XXXX and I have had money in and out and have paid bills normally. I havent did anything for my account to stay on restriction. I was told it was restricted due to fraudulent opening, now they are stating its gon na remain restricted due to unsatisfactory manner in which I maintained which is not even explanatory.

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