topic Re: NFCU restricted my dad and I accounts. in Personal Finance

NFCU restricted my dad and I accounts.

Anonymous — Fri, 21 Feb 2020 18:22:56 GMT

So yesterday I give a call into Navy Federal about releasing some funds that's incoming to my dad and I joint savings account. They couldn't do it since my dad name is on the deposit.

Anyway, my dad call in later that night to get it released and he also said he called about some few things dealing with his credit card.

Later that night I attempted to login on the mobile app and it constantly gave me an error. I figure it was down and went onto the mobile app. That's where I was able to login and see "a condition exists on my account" and prompted me to call in.

I call into the security department this morning and they restricted both of our accounts cause they have reason to believe I've been talking to them for both of our accounts for TWO YEARS! LOL! My dad and I sound freakishly the same. We get it ALL of the time. After asking the lady multiple times if they wanted to speak to my dad too she kept ignoring the question and put me on hold. She came back to say why we have the same phone number listed on our accounts (home phone) gave cell numbers to each. Why my dad and I access each other accounts from our phones. Uh, well are finances are joint so we share logins. She stated we have no permission to share logins. Eh, I get it. Thought it wouldn't matter if both of us willingly share logins with each other.

So the rundown is NFCU think I'm my dad and my dad is me. Therefore they restricted both of our accounts until we go to a branch. Closest branch is over 1000 miles away. I told her that and she asked for my zip and didn't say anything else. She also refused to transfer me to someone else or her supervisor. Guess I'll call in later on today 😒

I can only imagine the confusion once they find out my dad is transitioning. I'm not too concerned about my account honestly since it's not my main financial institution but I'm not sure how my dad is going to handle this.

Re: NFCU restricted my dad and I accounts.

GApeachy — Fri, 21 Feb 2020 18:35:21 GMT

@Anonymous wrote:
I can only imagine the confusion once they find out my dad is transitioning.

Or maybe less confusion(?)....who knows but they're already confused so Too bad y'all are too far away to make some personal apperances before and after. That would teach them not to go by the sound of your voices. My goodness they'd hate to hear my guys, they all sound alike, speak alike and look alike.

I feel for your Dad though, hope it doesn't cause him too much stress and hold up his money/funds. Just huca as many times as needed and good luck!

Re: NFCU restricted my dad and I accounts.

AverageJoesCredit — Fri, 21 Feb 2020 18:43:05 GMT

Sorry to hear about this but it does give us a huge dp. Navy matches voices on calls?. I know i have voice match on Wells Fargo. Its good to know another protective measure for our accounts. Im glad i never called for my Dad, who is trying to get a consolidation loan, as he doesnt like to talk on phone. Their security issues do make sense but i do hope you can get it fixed. Another example to be careful doing joint accounts

Re: NFCU restricted my dad and I accounts.

M_Smart007 — Fri, 21 Feb 2020 18:57:32 GMT

Sorry OP

and having a branch 1000 miles away ...well just UGHHHH!

Re: NFCU restricted my dad and I accounts.

Anonymous — Fri, 21 Feb 2020 19:13:51 GMT

@AverageJoesCredit wrote:
Sorry to hear about this but it does give us a huge dp. Navy matches voices on calls?. I know i have voice match on Wells Fargo. Its good to know another protective measure for our accounts. Im glad i never called for my Dad, who is trying to get a consolidation loan, as he doesnt like to talk on phone. Their security issues do make sense but i do hope you can get it fixed. Another example to be careful doing joint accounts

They just started it. I got an email about Voice ID from them the other day wanting me to set it up. Quite frankly, I think this is a dumb idea and reasons like what the OP is going through is one of the reasons I don't like it.

Sorry that this happened to you OP. Unfortunately as much as NFCU is loved, the experience when dealing with their security department seems to be universally awful. When they were freezing people's accounts some years back, I read so many horror stories and apparently once you're assigned to a person in that department, you cannot speak to anyone else period. You might try sending in a letter via snail mail addressed to the CEO and see if you can get movement that way.

This is one of those times that NFCU not having shared branching makes them inconvenient versus most CUs.

Re: NFCU restricted my dad and I accounts.

AverageJoesCredit — Fri, 21 Feb 2020 20:54:30 GMT

I hadnt received that email yet , i like it. But i can see the issue with same people at same address , especially when a son or daughter sounds like their parent. Though Navys fraud or security department may be a headache for some or inconvenience, id rather have them looking out for my best interest than not. Plus, having multiple lenders/fi is good at times.

Re: NFCU restricted my dad and I accounts.

M_Smart007 — Sat, 22 Feb 2020 04:20:39 GMT

@AverageJoesCredit wrote:
I hadnt received that email yet , i like it. But i can see the issue with same people at same address , especially when a son or daughter sounds like their parent. Though Navys fraud or security department may be a headache for some or inconvenience, id rather have them looking out for my best interest than not. Plus, having multiple lenders/fi is good at times.

AJC always pushing lender diversity

Re: NFCU restricted my dad and I accounts.

Gmood1 — Sat, 22 Feb 2020 11:10:43 GMT

Dang sorry to read of you and your father's troubles OP!

They locked me out of my accounts several years ago as well. That fraud department IMO can get a little carried away. And cause more harm than good.

It took me several weeks to get them back open. Gladly they weren't anywhere near a main account.

And never will be after that debacle.😂

Re: NFCU restricted my dad and I accounts.

AverageJoesCredit — Sat, 22 Feb 2020 12:10:27 GMT

@M_Smart007 wrote:
@AverageJoesCredit wrote:
I hadnt received that email yet , i like it. But i can see the issue with same people at same address , especially when a son or daughter sounds like their parent. Though Navys fraud or security department may be a headache for some or inconvenience, id rather have them looking out for my best interest than not. Plus, having multiple lenders/fi is good at times.
AJC always pushing lender diversity

Lol, its a must today. When a single lender can shut you down like that, its always good to be able to give them a Chase FU and have a good day sir

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:04:33 GMT

so apparently NFCU isn't his main account as well. I told him about my encounter talking to them and now he doesn't want to talk to them at all. He said let's just get new local bank accounts so if this ever happens again we can step inside a branch.

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:05:24 GMT

Yeah, now I think my dad is afraid of talking to the phone. He's not really a confrontational person.

Re: NFCU restricted my dad and I accounts.

GApeachy — Sat, 22 Feb 2020 17:19:12 GMT

@Anonymous wrote:
Yeah, now I think my dad is afraid of talking to the phone. He's not really a confrontational person.

I don't blame him...glad it didn't bother him and wants to do things locally just to keep life simple. 1000 miles is 990 miles too far away.

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:26:03 GMT

I told my dad their security department is NOTHING like regular customer service. At first it didn't affect me but now I can't stop the feeling as if I've done something completely wrong and committed a major crime. The person I talked to wasn't helpful whatsoever.

When I first called in I explained to her that I lost access to my online account and that prompted me to call NFCU but this particular department was closed. (Dead silence for roughly two minutes) I said hello. She said, "yes, I'm here. So what's the reason you're calling in" Umm, I don't know. Maybe because my checking account, savings account, and credit card was all frozen. "Yes, I can see that they're restricted." Well can you tell me why it's restricted. That's when she informed me why.

At the end of the conversation I asked so what's going to happen with the ACH debits that suppose to deduct from my account tonight. She said they won't go through as the account are all put on hold. I asked if I'm going to be charged any return fees. "I don't know that's not my department." I asked if you can please ask someone that knows and she responded with, "That's not my department. All I know is your accounts is restricted. You may or may not get any fees.

After pretty much interrogating me and not answering any of my questions she refused to transfer me to anyone and apparently she can only submit a form to have her supervisor call me within 3-5 business days.😕

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:38:43 GMT

How do you even get your funds out at this point?

I am sorry that this happened to you. I had BECU freeze me out last year but fortunately that was right after making opening deposits so there wasn't much money in the accounts. It took some arguing to get them to send me the money without me having to send them a letter in the mail after their verification became too much of a hassle.

I was thinking about moving my banking to a CU and you just reinforced why that's a bad idea so thanks for sharing. I'm sorry that it had to be NFCU though.

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:43:12 GMT

Sorry for your troubles OP, this is why I think people should do their main banking Locally. Having FI's in the outer rim are fine for extra assets etc. but can be a pain when issues such as this arrise. Especially when there's no local branch to clear things up.

At first glance that Voice ID sounds like a good idea, but as with any security feature there can be drawbacks. What happens if you call in one time with a cold? This actually reminded me that I just call Navy and had a cold at the time, so obviously my voice sounds different. Not to mention I often have two different tones depending on who I'm calling and what I'm after. So i wonder how advanced this service is?

Speaking of this call I got a text after that I was enrolled in automated telephone system, but I've call them before so I'd haev that that would have happend sooner.

Honestly speaking though, it is my Money and if I want to give someone access to my account. I WILL, that's MY business. However, since Banks have rules for said accounts, and if you want fraud pretection you kind of have to abide by them. I can see their POV, how they are supposed to protect you from fraud and account draining if you're giving out your login credentials?

So I can't really blame Navy here for protecting someone's account, I'll just have to remember this attitide if/when it ever happens to me. lol

I like NFCU just as much as the next guy who likes them, but I only have a CC few interest bearing accounts. Not main checking

Re: NFCU restricted my dad and I accounts.

GApeachy — Sat, 22 Feb 2020 17:44:09 GMT

I hope you can call your creditors and make other pymt arrangements so you don't incur other fees with those ACH scheduled pymts that will not go through now.....if at all possible. Dodge late pymt bullet(s).

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:45:04 GMT

Sorry to hear that you're going through this, OP! I wish you and your dad best of luck!

Re: NFCU restricted my dad and I accounts.

AverageJoesCredit — Sat, 22 Feb 2020 17:45:53 GMT

Man 2 minutes without saying anything is cray cray . I would have hung up and called again. I can understand their wanting to make sure no fraud is occuring but dang be professional. One reason its good to have a local bank or CU as main so one can always go in person. Hope the best for you.

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 17:53:09 GMT

Lucky for my dad he didn't have any funds in his accounts with Navy. Unfortunately for me I had $1,000 in my savings plus my tax refund being deposited into it this week. Hopefully NFCU reject all my incoming deposits like they're rejecting all of my debits. I'm still going to call the IRS to see if they can stop the deposit to send me a check. The $1,000 I'll just have them apply to my credit card bill and then send them a check for the rest of the amount.

Re: NFCU restricted my dad and I accounts.

Anonymous — Sat, 22 Feb 2020 18:01:46 GMT

"At first glance that Voice ID sounds like a good idea, but as with any security feature there can be drawbacks. What happens if you call in one time with a cold?"

Exactly, my voice fluctuates so much. Sometimes it's very deep, sometimes it's high pitched. If I'm stressed out, which I'm always am due to my profession then my voice is very mumbling.

it's a bummer cause I have a credit card with them with such a high limit but I rather have my money at a local bank now.