Consumer complaint received 2024-11-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I received notice via email on XX/XX/year> at XXXX EST that suspicious activity had been detected on my account. As a result, my access was restricted. I was unable to view my account online. I then called the customer service line. The representative confirmed that this suspicious was due to a XXXX received on XX/XX/year> in the amount of {$2400.00}. I was told that I was being accused of voluntarily participating in fraudulent activities, the suspension is considered a level XXXX risk, & that my accounts would be closed. I was then told that I could report to a local branch to withdraw my funds. The representative emailed me an appeal form. I went to a local branch within the XXXX hour on XXXX. I was told by the representative that I was unable to withdraw my funds due to the bank suspecting that my funds were received in a fraudulent manner. I was also told that they did not know the name of the entity that reported the suspicious activity. She was adamant that it had to be from the financial institution of the sender of the XXXX. I informed that the sender was my mother, & that she had not reported fraudulent activity. I was told that I was ineligible for an appeal. In addition, the representative stated that an appeal was the only way to have my case received and for the money to be released. I was infuriated. I visited another branch and I was told that the security department of the bank would have to authorize the release of my funds. My mother and I called her financial institution, XXXX, & they denied having any knowledge of sending any notice of suspected fraud. In addition, the XXXX representative stated that they would have never sent a notice to Navy Federal without first confirming with my mother ( the account holder ) that the transaction was fraudulent. I made several phone calls to Navy Federals customer service and fraud departments. I received inconsistent information as to how I can go about recovering my funds. A manager during my XXXX XXXX EST call directly accused me of fraud ; stating that the bank only takes these actions for legitimate cases of fraud. I explained that there was nothing fraudulent about the transaction. The XXXX was from my mother, & she was already an established contact on my XXXX profile. The manager could not outline an estimated timeline for the retrieval of my funds nor effectively outline the process. He also could not provide any insight on what was considered suspicious or any evidence proving illegal activity for the transaction. I was informed that my accounts would be closed. I had several conversations with Navy Federal employees, & ultimately received confirmation that I needed to speak with the security department. I also learned that Navy Federals internal XXXX department red-flagged my transaction ; not XXXX as I was originally told. In the meantime, I submitted the appeal form sent to me by a customer service representative. I included my birth certificate ( to prove the sender as my mother ), XXXX transactions between my mother and I from my XXXX bank account, my mothers license photo, & my license photo. I called the security department on XX/XX/year> at XXXX EST, & received approval to withdraw my funds. 

I do not appreciate being accused of fraudulent conduct. I have no history of such. The lack of supporting evidence and information is alarming. A thorough investigation was not conducted prior to my character being defamed as a criminal. As a result Ive been humiliated. Ive lost my business account, my direct deposits must be rerouted, access to my banking records is restricted, methods of payment must be updated, etc. This accusation is unjustified, & should be further investigated.

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