NFCU Credit Card, Checking Line of Credit & Checking account Frozen (8/15-Update)

[Anonymous]

Background Information:

On 5/2/16 I applied for membership to NFCU online.  I was able to join because my sister is a current member.  We have the same last name, but she lives in a different state.  Immediately after I was instantly approved for membership I applied for the Cash Rewards credit card online.  I was approved instantly for $11.8k. Immediately after that I applied for the checking line of credit(CLOC)/Navcheck online, and was given the we will contact you notice.  Roughly two days later I received a secure message saying they needed documents to prove my Identiy for the CLOC application.  I brought my documents into the bank on 5/7.  I brought my last 2 paystubs, and my 2015 tax return.  On 5/11 I believe I called in and asked for a status update.  I was transferred to the "lending" department and they made me a counter offer which I accepted (I had asked for the full $15K).  Once I received my credit credit card and began using it.  I made purchases totaling ~$450 until 6/2, when my accounts were frozen.  I never used my CLOC. I did not realize my checking account was frozen until 6/29.  My savings account is not frozen, and I still have online and IOS app access. (This is why I believe this is not a membership review, but something else.)

Frozen Account Journey

6/2/16

• I attempted to use my credit card for lunch, and it was declined.  
• I called in to find out why my card was decline.  I was told it was do to a fraudulent charge, and I would be transferred to the fraud department.  (We were somehow disconnected)
• I called back and was told the first person was incorrect and it was a different issue.  The security department had frozen my accounts and I need to provide some more documents.  I was told I needed to bring my last 2 paystubs, tax returns for the last 2 years, and my last 2 bank statements.(I asked about copies but was told I needed original bank statements.)
• I printed out my documents at work, then drove to my local bank and paid $10 for new original bank statements (I had sent my originals to citi...)
• I then went to the nearest NFCU, and had them fax in my documents.  They called someone at the security department and then I was informed I also needed to fax in my w-2's for the last 2 years.  I went home and came back with those documents and they faxed them into the security department.  They suggested I call the next day and make sure the documents were received.  

6/3/16

• I called in to ask about the status of my fax.  I was told that they could not tell if the fax was received and I would be notified whether or not it went through in 48 business hours.  If I didn't hear back I was told to call in no earlier than Wednesday (6/8).  

6/8/16

• I called in to ask about the status of my fax, as I had received no notification.  They attempted to contact the investigator, but she was unavailable.  I was told to call back tomorrow and they will have it sorted.  

6/9/16

• I called in to ask about the status of my fax.  They were not able to figure it out, and asked me to call in tomorrow again.  I asked them a few more questions such as why were my accounts frozen, will are they going to send me something in the mail or a secure message about the frozen accounts.  I was looking for something formal so I would know specifically what is happening. They stated that I should receive something within 10 business days of my accounts being frozen. 

6/10/16

• I called in to ask about the status of my fax.  They were not able figure it out, and said they were sending an urgent email to my security investigator and that once again said I would receive a notification within 48 business hours.  

6/15/16

• I call in to ask about the status of my fax.  They are not able to figure it out and suggest I call back during the security departments business hours, so they can speak to my investigator on my behalf.  (8:00 AM to 4:00 PM EST)  *This makes things difficult for me as I am in Hawaii, and 4:00PM is 10:00 am)

6/17/16

•  I call in to ask about the status of my fax.  I was told they are are unable to figure it out.  I plead a bit as I just stayed up to 2:00Am to call during the security departments business hours.  I think they person felt bad for me and transferred me to the investigators phone and I was able to leave a message.  (and learn her full name.  Felt good to finally know something..lol)  I left a very nice message asking about the status, asking about the freeze, asking if there were anymore documents needed and that I am willing to provide anything that is required.  I also made a payment on my balance from my NFCU savings account to reduce it to ~$15 for reporting.  I also transfered 20 dollars from savings to checking, to have activity in my checking account. 

6/23/16 ~ I waited a while before my next step as I really wanted to give her the benefit of the doubt.

• I figured calling wasn't working so I decided to send a secure message.  I figured at least if they did respond I would have something in writing.  I listed everything that had happened currently, and asked for a status of my fax, as well as a written notification of what is occurring and why.  I believe after I hit send the message said I would get a reply in 24-48 business hours. 
• My statement had posted, and I wanted to Pay the last ~$15 dollars on my credit card.  At this this point I am not thinking highly of NFCU and figure I will just pay everything off, and let the cards fall as they may.  If I don't hear back about anything oh well.  I wasn't able to transfer from my checking to savings account or credit card account.  This seemed odd, but I haven't tried it before, so I figure whatever.  I was able to send a bill pay from my checking account to my credit card, so I assumed this was normal.  

6/28/16

• My credit card account disappeared from my online portal. 
• I call in to figure out why it disappeared.  I was told that this is something that just "happens" occasionally and that it will return in an hour or so.  This was pretty late at night so I just go to bed.  

6/29/16

• I check to see if my account returned (it had not) and see I had secure message about my bill pay payment stating that it was refunded because my checking account was frozen.  (This was when I learned it was frozen)
• I call in to find out why my checking account is frozen.  I am told it is because my CLOC is linked and frozen, so my checking account is, and always has been frozen for withdrawal, but deposits are still allowed.  (Why would I want to deposit into a frozen checking account????)  Anyways, I then tell them this is not ok with me.  Even though I only have $20 in the checking account I feel they need to rectify the situation.  I ask them to unlink my checking account from the CLOC.  I am told this is impossible, and that there is nothing anyone can do until the CLOC is unfrozen.  I then ask to speak with a supervisor. 
• The supervisor tells me the same story, and that there is nothing they can do.  I then ask about my frozen credit card and cloc.  She attempts to reach my security investigator and tells me she is not in the office.  (I am getting a bit upset inside so I politely said thank you and hung up)
• I call back and ask to speak with the supervisor of my security investigator.  I am told that is not possible, but i can speak to their supervisor.  A very lovely lady listens to my story.  I ask her many questions and try to get as much information as possible.  She promises that she is sending an email to her manager, my security investigator and my security investigator's boss.  She doesn't promise a time frame for a response.  I ask her what she would do in my position and she said that I should just fax in the documents again if I don't hear back by Saturday (I told her I wasn't really willing to miss anymore work for this situation, hence Saturday).  I also asked her if I should be worried as it has been almost a month and I had heard if an account is frozen for 30 days it will be permanently closed.  She told me my that it is not for frozen accounts, but for temporarily closed accounts.  As my accounts are only frozen it will not affect me.  (Hopefully this is true..lol)
• FYI my secure message from 6/23 has not been responded to.  It has been 96 business hours. 

7/2/16: UPDATE - I visited my Local Branch. 

• First I attemted to pay my $15 CC bill.  There is an issue with the system where my account is visible in the "back end" but doesn't show up otherwise.  Basically, I was told there was no way I could pay my bill until it is fixed. 
• I then spoke with member services.  The lady that was helping me listened to my whole story and read all of the notes and directions on my accounts. We talked about how I qualified as a member, and I also provided her with my brothers information as well.  She said she really is at a loss as why this has occured.  She said there is no reason that she can think of why I have not been called back, emailed or invormed via USPS about my account.  There wasn't much she could really do on a saturday, but she scanned my documents and said she would make sure they were sent again.  She said tuesday morning she would call my investigator and find out what is going on, then give me a call back that same day.  She is also going to try to find out how I am going to pay my CC bill....

7/3/16: UPDATE

• I got my weekly update from Credit Karma, and it looks like my CC is showing closed on equifax.  (Assuming CK is correct.  I have no intention of spending money to pull my actual report from EQ until I hear back on tuesday.)  If you read my other post, you would know that I specifically asked on 6/29 if I should worry about my account closing due to being frozen for over 30 days, and I was told it would not.  Now I don't know 100% if that is the reason, but at this time it seems like the most likely reason.  Maybe I have the worst luck in the universe?

7/5/16: Update

• My CC account is showing again, I called the CC department on the way to work and they dont show it as being closed.  I have not heard from the Navy Branch lady yet, but it is only 9:50 AM here in HI. 

7/6/16: Update

• I recieved a call back this morning from the Member service rep at the branch that I met with last saturday(7/2).   She said she has not been able to get through to my security investigator.  She asked for help from her Supervisor and she wasn't able to get any information either.  They tried calling and speaking with other people in the security department, and they were constantly told, only the specific security investigator can do anything with my account.  
• I also asked her about my credit card since we had discussed it last saturday.  She told me it is showing as Closed on their end... Not sure what the rep I spoke to yesterday from the CC department was talking about.  She didn't have a for sure answer for me, but she thinks that even if it is closed it can be re-opened.  She is going to find out more about that for me as well.  

7/11/16: Update

• Late last night (7/10) I sent another secure message stating that I felt Navy was abusing me as a member, and that this is the worst I have ever been treated by any bank and that I wanted to speak to someone with authority...  I got a response back today with a phone number for a "Resolution Specialist.". I called the number and left a message as she didnt pick up.  I dont know her schedule so she may have been gone for the day already as it was 10:00 am HST, 4:00 pm EST.

 7/13/16: Update

• I called in again and left a message for my "Resolution Specialist."
• I checked again if I could pay my credit card bill via the web interface pay bill button.  I was able to pay from my other bank checking account.  Around 2 hours after I submitted the payment my CC account dissapeared from the web interface.  (I guess this makes since it is closed, and now it is paid off. )
• I also checked again if I could move money from my checking account.  I was able to schedule an ACH transfer from my NFCU checking account to another bank.  I will update if it actually goes through.  If so I guess my checking is now unfrozen??  
• My CLOC still shows $6,000 Limit, and no available credit. 

 7/14/16: Update

• I Recieved a call back from my "Resolution Specialist" About 20 minutes ago.  I really really wish I would not have spoken to her.  Man did she make me so upset.  She told me she doesn't see a notation that my faxes were recieved.  So I should fax them in again, and then if I don't hear back in 10 business days I should give her a call back.  I told her that I have left voicemails, NFCU members have left voicemails, sent emails etc.  She said and I quote "sometimes things fall through the cracks."  I asked her about my credit card that was frozen and then closed.  She reply's you don't have a credit card.  I tell her I have the card in my wallet, and she should look again. She looks again, and says oops, I guess you did have one, but it was closed.  Why did you close it?  OMG!  Anyways, She doesn't seem remotely competent.  She does have the correct voice for what you would expect from someone doing customer resolutions, so i guess I give her that...
• Anyways, I will go to the branch on Saturday and have them fax stuff again.  Then I will go directly home, and file complaints with every agency that will allow me to.  
• I offically strongly dislike NFCU. 

 7/21/16: Update

• I made it into the branch today.  I was hoping they would just quickly fax it, but I was in the branch for over an hour...  I ended up having to tell the entire story to the member service rep in order for her to even send the documents.  I kept asking her to fax the documents, but she said she couldn't get the fax number, and the security department didn't answer the phone..**bleep**.  Anyways, she said she sent them via secure email to my investigator.  While she was talking to her coworker about the issue I overheard them say "maybe it was froze because there is an alert on his account as a potential credit risk."  Now, I have no idea what that means or what causes that, and I don't think I was supposed to overhear them..lol.  NFCU and it's secrets.  
• Another annoying thing is the rep was all gung ho about how my checking and savings are unfrozen so I should feel free to use them.   I explained to her that I don't feel comfortable doing anything until all of this is resolved.  How can they think people would be OK with stuff like this happening?  It really baffles me.  
• I still have not filed any complaints with anyone.   I really need to get that done at some point.  

 7/21/16: Update

• CPFB, BBB, and NCUA complaints filed. I also hit up social media. 

 7/22/16: Update

• CPFB and BBB both forwarded my complaints to NFCU  
• I recived a call from someone at NFCU about my FB complaint.  They said since I made CPFB complaints and they had recived them, it would have to be dealt with by that department. 

 7/25/16: Update

• NCUA responded to my complaint.  They said they don't handle things like this so they forwarded my complaint to the CPFB.  

8/3/16 - update

• I logged into my account today and my CC is back, open, and showing the full 11.8k CL available.  I may try to use it later to see if it is really working. 
• Still have not heard anything from Navy.  I am on vacation, since 7/29, so for all I know they may have sent snail mail. I wont be home to check until the 10th. 

8/11/16 - Update

• My CC is working for purchases.
• I still have not got any reply's in any form from NavyFederal about the situation, other than my accounts all now appear to work.  

8/15/16 - Update

• I called customer service and spoke the rewards department yesterday (8/14/16).  I called to determine if they would extend my $200.00 sign up bonus offer, since my card was frozen/closed for 2 of the 3 months I had it.  
• I recieved a call back today, from the same lady I spoke with yesterday, and she informed me that I would have 2 additional months to meet the $2000.00 dollar spend to get the bonus.  
• Feeling good about this, as that was a big part of why I even applied for the card. 

8/17/16 - Update

• NFCU responded back to my CPFB complaint.  They didn't exactly apologize...but anyways.  Also, they said someone called me and left a message..That for sure did not happen, so not sure what is up with that.  They are saying they are going to give me a bonus $100 reward, though I have no idea what that means..lol. 
• Wasn't exactly everything I wanted, but I do feel they did attempt to make it right. 

Conclusions:

• I still do not know why my accounts were frozen. 
• I am assuming they want a proof of income.  
• I have not received an email, letter, or phone call from anyone at NFCU regarding this matter. 
• The reason I have not just said F this and closed my accounts is mainly because I am worried about my sisters account, and I am in the rebuilding process.  I didn't open accounts just to close them 1 month later.  I know it isn't really a big deal, but yah.  I also to not know why the accounts are frozen.  If they are frozen because they think I committed fraud they could potentially report it to some agency and I really don't want to deal with that.  
• I plan to just wait this out and see what happens.  I will fax in the documents on Saturday again, but after that I am done initiating conversation.  

[Anonymous]

First, I'm so sorry this has happened to you. In a million years I would never think any credit union and definitely not the largest and most famous credit union in the world would treat a member like this. This is the type of crap card holders deal with when they bank with large banks and credit card companies.

I'm convinced you must be a practicing Buddhist monk, " I am getting a bit upset inside so I politely said thank you and hung up."

Because if this ever happened to me and things weren't unfrozen within 24 hours I would never bank with and/or close any credit card that behaved like this toward me.

Not to mention unless it's a car or mortgage loan any lender can pound sand about seeing my tax returns. SS, DL, utility bills, maybe my last 2-3 bank statements, but never tax returns.

Couple things...

1. How much NEW credit have you added in the 90 days before and after getting all the NFCU credit that you got?

2. Have you moved recently?

3. Have you ever had your identity stolen in any way in the past?

4. Are you a W2 employee or self-employed?

5. Did you apply in person for membership at a branch?

6. Did you apply in person for your three credit products or by phone?

Might be time to get on over to PenFed, NASA, Alliant, or USAA.

P.S. Air credit hugs to you and in the mean time drink heavily.

[Anonymous]

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CreditLuv wrote:
First, I'm so sorry this has happened to you. In a million years I would never think any credit union and definitely not the largest and most famous credit union in the world would treat a member like this. This is the type of crap card holders deal with when they bank with large banks and credit card companies.

I'm convinced you must be a practicing Buddhist monk, " I am getting a bit upset inside so I politely said thank you and hung up."

• I worked customer service at Best Buy for 6 years..lol  I am well aware that the CSR's are not responsible for my issue.  I also know that they can always do more than they say.  Usually the best approch is patience or kindness.  Once you blow up, you force a decision for good or bad.  
• I have read that in a membership review they can freeze the entire membership account of the person who referred you.  I am not sure of what power they have in my current situation.  As this was my sister, I really do not want  my experience to affect her ability to feed her family.  If her accounts are ever affected, I will have to use the exposive option.  

Because if this ever happened to me and things weren't unfrozen within 24 hours I would never bank with and/or close any credit card that behaved like this toward me.

Not to mention unless it's a car or mortgage loan any lender can pound sand about seeing my tax returns. SS, DL, utility bills, maybe my last 2-3 bank statements, but never tax returns.

Couple things...

1. How much NEW credit have you added in the 90 days before and after getting all the NFCU credit that you got?

• March: Cap 1 for $3k
• May: Discover for $1k
• May: NFCU CC $11.8k, CLOC $5k
• May: Local CU: CC $5k, LOC $5k

2. Have you moved recently? No, 3+ years at current address. 

3. Have you ever had your identity stolen in any way in the past? Never

4. Are you a W2 employee or self-employed? W2 employee

5. Did you apply in person for membership at a branch? Online

6. Did you apply in person for your three credit products or by phone? 2 credit products only.  Applied Online. 

Might be time to get on over to PenFed, NASA, Alliant, or USAA.  I have NASA, Alliant, and USAA(Partial member).  No credit products though.  

P.S. Air credit hugs to you and in the mean time drink heavily.

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[Anonymous]

WOW! I never heard anything about NFCU having the power to freeze accounts of the person that made a person eligible into NFCU.

Couple things from the hundreds of pages about NFCU I have read and the only things I can think of that any fraud/review department could possibly get in a tizzy fit about.

1 If you can ALWAYS to be on the safe side apply for NFCU membership (goes for all CU's) in person at a branch and when you apply for credit products. Not online, again if it's feasible. To many, it's not if the nearest branch office is 4 hours away or longer from them.

2. Use the NLUS method instead of a family member, then you join on your own merits in NFCU's eyes and not dependent on your referrer.

Other than that I can't see a single thing you did with your credit and NFCU to trigger this.

One last question I forgot to ask did you start a new job in the last 6 months?

[Anonymous]

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CreditLuv wrote:
WOW! I never heard anything about NFCU having the power to freeze accounts of the person that made a person eligible into NFCU.  

I read it on a post here.  http://ficoforums.myfico.com/t5/Personal-Finance/NFCU-Restriction-Security-Department/m-p/3839950#M2...

Couple things from the hundreds of pages about NFCU I have read and the only things I can think of that any fraud/review department could possibly get in a tizzy fit about.

1 If you can ALWAYS to be on the safe side apply for NFCU membership (goes for all CU's) in person at a branch and when you apply for credit products. Not online, again if it's feasible. To many, it's not if the nearest branch office is 4 hours away or longer from them.  

Yah, in my case there are 3 branches fairly close, though one is on a base and I cannot access it. 

2. Use the NLUS method instead of a family member, then you join on your own merits in NFCU's eyes and not dependent on your referrer.  This I would for sure do over if I could get a do over.  I really hate worrying about my sisters account.  

Other than that I can't see a single thing you did with your credit and NFCU to trigger this.

One last question I forgot to ask did you start a new job in the last 6 months? No, 7+ years at current job. 

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[Guyatthebeach]

Palmdale,

I'm sorry to see such a horrible experience. I heard about this about Navy Federal in the past. From what I read in the past, it gets resolved within 30 to 45 days. 

If this happened to me,  I would send a certified letter to the president of NFCU demanding full reinstatement. Then I would ten days for a response. If my accounts weren't reopened, I would file a complaint with the Better Business Bureau, the state banking regulatory agency, consumer affairs agency, and the federal agency overseeing credit unions.

I hope this gets resolved promptly. Thanks for posting such a detailed experience.

Guyatthebeach

[Anonymous]

So sorry to hear this. Please let us know when you hear something and very  best of luck to you.

[Anonymous]

This is not good. When they have your accounts frozen, it can be a major pain in the you know what.  Are you close to any NFCU branch by any chance?  If so, your best bet now is to go in and tell them what is happening and see if they can escalate it.

The people in the branch should be able to get quicker responses than you as they are employees.  Hoping for the best outcome and keep us posted.

[CatOfSpades]

Wow. This sounds so stressful!! You have done so much more than I ever would have done. There are so many options out there. I wouldn't be able to stomach this for anyone. 

[Wizdog1]

@palmdale, 

so sorry for what you're going through. Please keep us posted, my heart goes out to you, I can't even imagine.