Consumer complaint received 2025-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: NV

Complaint narrative:
After a year- long battle trying to get a Navy Federal Credit Union personal checking account, I was very excited to be finally welcomed into the military family. It had taken a long time to repair my consumer reports after suffering a devastating identity theft not long ago. I was very proud of getting this account and was excited to finally be on board after serving XXXX years in the XXXX XXXX myself. 

There were two restrictions that were on the account when it was unfairly shut down. I had just finished having the XXXX block lifted ( that was caused by a minor dispute on another account ) when I also noticed the mobile deposit feature had been locked up. While I was inquiring about the mobile deposit option, I was logged out of the account and had to call in to regain access. Upon doing so, I was questioned about which devices I had and whether or not they were fully updated. The operator told me to run updates on my XXXX and XXXX XXXX and call back to regain access to the account and be able to inquire about the mobile deposit. After complying with her instructions, I attempted to login in but it gave an error message saving that the account had been closed. 

When I called in again they tried to tell me I had a fraudulent membership. This accusation blew my mind as it seemed they were looking for a reason to deprive me of my account. I was rather shocked that they had sprung this on me and I was also surprised by the manner in which they questioned me about my devices and whether they were updated or not. 

A day or two prior to this occurrence my XXXX account had been drained of {$200.00} by purchases made by someone that was hacked into my phone using an XXXX XXXX. XXXX had that particular device blocked from purchasing anymore apps but the hacker was not purged completely from my phone. I believe it was this same hacker that was in my Navy account at the same time I was and that was why the operator had questioned me so heavily about devices I own and use with the account. 

I found out later that there was indeed someone hacked into my phone and the person was using an XXXX XXXX. He apparently tried using the mobile deposit feature in the Navy account which got it restricted before I realized it had been unlocked. He must have also been in the Navy app at the same time as me for the operator to be asking all my devices and inquiring if their software was updated. It was wrong of her not to tell me me there was a threat there in the account and she deceived me into believing a simple phone update was all I needed to regain entry to the account when she was actually busy shutting my account down. 

When all of this happened I was actually trying to use the mobile deposit function to deposit a check to try and save my church property in Kansas. I had bought this property with my family inheritance in XX/XX/year> and I defaulted on a $ XXXX loan I took out against the property. The property contains everything I have left to my name after suffering a devastating identity theft that literally is costing me everything. I have to be able to receive a $ XXXX loan to be wired to my lender by tomorrow morning or I lose everything I have left to my name, over a XXXX dollars in real estate and personal property that I will not be able to live with. The closing of my account set me back and scrambling to find another account to carry out my necessary transaction, which still has not occurred. My life is in jeopardy because of this unfortunate event. 

The last thing this was a fraudulent membership as security told me they believed. I had been pursuing Navy as a bank for over a year with multiple applications and I also attached my XXXX Form XXXX. I will truly appreciate my account be given back to me right away for it was nothing security assumed and the only potential risk there was could have been a potential unauthorized user in my account and that was no fault of mine as I had not given out my login to anyone. I have since then reset my phone and changed all my passwords to assure there are no more unwanted intruders hacked into my phone. Please consider returning my account to me as I worked very hard to repair my consumer report to finally be accepted as a member. Please dont make all that pride and effort go to waste. I want to remain a member for life just as I am with XXXX.

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