Consumer complaint received 2024-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I opened a checking account at Navy Federal Credit Union in XXXX XXXX of this year. On XX/XX/year>, I was paid for some contract labor for a friend. I recieved XXXX company checks, one for materials of {$3500.00} ( which was reimbursment for money I paid out of my own accounts ) and another for {$2500.00} which represents a months labor. Both written on the same bank account with sequential check numbers.They were deposited through a NavyXXXX Federal company ATM . They were deposited with the Debit Card issued to me by Navy Fed. They were the first transactions and only transactions made to date. The following weekend I was able to withdraw {$500.00} in cash from the same machine. From recent research, I found and also have a copy from the issuing bank, provided by the owner of the account, documents showing on XX/XX/XXXX, Navy Federal received the funds in the amount of {$6000.00}. On or about the XXXX of XXXX, I linked Navy Fed with my XXXX XXXX credit card account as well as an Auto loan from XXXX XXXX. I pay all my bills around the XXXX of each month, and on the XXXX I was preparing to draw out the funds to deposit in my regular bank to use for the remainder of my bills and I discovered I had been locked out of my account. I called the number provided online and talked to a clerk, and was told that security had a hold on my account and since it was XXXX XXXX it was already too late in the day. THe lady on the phone did some research and came up with a report filed by Navy Feds in house security and read me the following excerpts from that report.. This member ( Of Navy Fed ) is an ACTIVE AND WILLING PARTICIPANT IN CHECK FRAUD with this institution! '' I was flabbergasted to say the least, asked her to repeat it, she did and when I asked for further information she realized her mistake and said I would have to call security the next day. My funds were frozen and I was locked out. I did call security office the next day and they refused to give me any info on the reason and though aknowledged the report had been written and submitted, they refused me any further info. I asked for a supervisor, explained the situation to him and was told my account would be unfrozen, immediately. When I checked, I was only able to access it and not use it. And the {$2500.00} dollar check minus the {$500.00} I had withdrew was missing and there was nothing that even mentioned it, although the requests for the bills I had submitted showed up. So I called their customer service number again, talked to another lady, explained the entire thing to her and was put on hold for an hour+. When she came back on the line, she could tell me nothing about my account, the missing money and said she could not find any info. She did however insist she cancel my debit card and a new one would be issued. Well I didnt think much about it at the time, but it effectively locked me out of my funds. I called security office again on Friday and was given a runaround, told yes they saw the report although they would not allow me to dispute it with the author. THat phone call took approx XXXX hrs. Today ( Monday ) I received notice from XXXX XXXX that the bill they submitted was returned, overdue, and I was penalized {$75.00} late fee and {$35.00} returned check charge, and tht it would be reflected on my credit report. Similar from XXXX XXXX. This was done even though Security had on friday stated my account was unfrozen. Now the money of mine they have is all I have and no way could I pay my bills. Which I will add equal a total of XXXX to XXXX each month. When asked, of course no one knew anything about it and They would of course take no responsibility for any fees or the impending hit my credit score will be taking. My score hovers right around XXXX a majority of the time. My report is absolutely spotless. Never a late payment in the recorded XXXX years, no remarks from creditors, no civil or court actions, XXXX credit cards, all in good standing.Perfect. Well, wont be now and again Navy fed takes no responsibility. Even though they claim {$3500.00} in my account is not frozen i wasnt able to get to it because of course I didnt recieve my " New '' debit card in the mail.and I refused access with the old XXXX. When I called again today, same run around, same lies, same XXXX. The man I worked for would replace the checks or give me cash except Navy fed wont give me the checks back and have been paid for them. Can they do this? They have had my money since very early XXXX, have been paid for them, have slandered me in a horrible way, caused the late fees, penalties and have literally destroyed my credit score, refuse any responsibily and will tell me nothing about my missing money or any reasons they didnt pay the bills submitted that they are bound by contract to do. Ive been lied to, belittled, slandered, and told nothing. Sounds incredible, sounds terribally unlikely, I dont believe it myself. I have called at least XXXX times and wasted countless hours. My stress levelis off the charts. I am a XXXX XXXX XXXX XXXX XXXX XXXX, wounded in action, XXXX XXXX, a credit score of always near XXXX with no undesireable entries at all. Are they really not responsible for the trouble they have caused? They have no way of a person contacting anyone with any real authority. Im very angry beyond words angry to the point where common sense tells me not to make a personal visit to the bank. This is a travesty, Im being destroyed financially, have done nothing except trust that bank. I cant afford a lawyer, XXXX at present I cant afford to eat. All my credit cards are fairly high limit and Ive ran up nearly {$4000.00} dollars as well as defaulting on the " No Fee '' proposal by the card companys, {$5000.00} in no fees is about to be charged XXXX % for non payment ;. It will cost thousands by the time all this is over. whats a credit score worth? Its priceless and is destroyed for no reason. Please help me, I have no recourse aginst these guys

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