Consumer complaint received 2025-03-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
Hi, I would like to file a complaint against NFCU, XXXX XXXX  and XXXX. There was an order placed thru my online business, XXXX XXXX, on XXXX XXXX, XXXX  in which the customer used XXXX to pay for this transaction. I received a phone call on XXXX XXXX, XXXX  from XXXX XXXX about the transaction as she mentioned that she didn't recognize the transaction. I advised XXXX to reach out to her bank if she felt the transaction was fraudulent as her bank ( XXXX ) would be able to look into the transaction and provide more guidance. In the meantime I postponed any shipments until I learned more about XXXX 's claim. I had been in contact with XXXX throughout the entire ordeal. Fast forwarding ... On XXXX XXXX, XXXX  I received an email notification that my XXXX access was deactivated on my bank account with NFCU. Upon calling NFCU to gather more information on the email notification, I then learnt that all of my banking accounts were deactivated and would be cancelled with NFCU. While I was on a recorded phone call with NFCU, the representative told me that I was a part of XXXX fraud and called me a scammer. I asked the representative to not call me a scammer and ensured her ( NFCU ) that this was certainly a mix-up/error. I was emailed an appeal form to fill out to appeal the decision. I filled out the form and emailed it back but also went into a local NFCU branch on XXXX XXXX, XXXX to find speak to someone in person about my accounts but to also hand deliver a copy of the appeal form that was sent to me to fill out. While speaking to the NFCU bank rep., she advised that they ( NFCU ) couldn't do anything with my accounts and I needed to wait 15 days for the appeal process. Not being able to gain access to my monies in my accounts, I withdrew all of my monies out of my accounts with exception to the monies that were in question and any outstanding pending debit card charges. While in NFCU speaking to the bank rep., it was very embarrassing to be falsely accused of fraud in front of a lobby full of customers. After leaving the bank I began receiving declined charges that NFCU neglected to pay that were charges made by me on my debit card and my credit card. Because of this, I had to pay overdraft fees. NFCU never advised me that they would do such a thing. I continued to call the bank on several occasions throughout this ordeal as I'm clearly not understanding the decision that was made and how they came about it. Throughout those recorded conversations with NFCU, I was continually accused of being a scammer and NFCU went as far as calling me a MULE. I was also in contact with XXXX throughout this whole ordeal in which she assured me that she didn't advise her bank ( XXXX ) that I had scammed her. She even went as far as offering to call XXXX to ensure that the verbiage was correct as to what she mentioned when she initially contacted XXXX to look into the transaction ( XXXX ) in question. After XXXX contacted XXXX to get more information as to the case, she was advised that the case was closed on XXXX XXXX, XXXX  and also provided me with the XXXX case number and the IP Address of where it was found that the fraud originated from. It was said to be from a location in XXXX, AZ. After finding out this information, I reached back out to NFCU to advise them of the information that I had been provided by XXXX. I was then informed that NFCU wasn't going to look into the situation and they were going based on the information they were told by XXXX XXXX XXXX. I said that if you go on the information that you were told that you'd understand that this is an error on all parts as it will show that not only was XXXX scammed so was I as a customer was trying to receive free goods using fraudulent funds. NFCU seemed to not care about this information. I inquired about the appeal process again and was told that there would be no appeal process. The decision had been made and it couldn't be appealed. After hearing this information, I did asked if all of the information that I had provided on the appeal form was a waste of my time and was told again that there was no appeal process that they were closing my accounts and the call that we were on was nonproductive. I asked to speak to a supervisor and was told no after asking several times and the NFCU rep disconnected the call. I tried one last instance to call the bank and get to a supervisor as I'm still completely lost on the situation and how NFCU can make a decision without having first reached out to its account holder ( myself ). 

Because of NFCU 's recent actions, it has cause my irreparable harm to accounts that I had with several clients. I'm asking for your help in addressing this situation as I'm also wanting to speak with an attorney to pursue legal actions against XXXX XXXX, NFCU and XXXX. 


Very respectfully, XXXX XXXX

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