Consumer complaint received 2023-04-13
Company: NAVY FEDERAL CREDIT UNION
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hi, I deposited XXXX and another one for XXXX to Navy federal bank on XX/XX/XXXX and XXXX on XX/XX/XXXX all legal refund checks from the IRS because it was refund from my business. All these checks were approved by Navy Federal and was put into my savings account. My account was fine until I attempted to use it on XX/XX/XXXX then I was told that visa has a hold on my account. When I asked bye they told me it was just protocol because of the holidays. My funds immediately was on hold and I didnt have access to it. I called numerous of times to try to understand whats going on. 
I spoke to XXXX on XXXX and she told me itll take 10 days for them to verify with the IRS that my checks are valid and if they do not hear from IRS after 10 days the funds will be released to me immediately. That was a lie 10 days passed and no funds was released to me. I called back and spoke to another guy in the security department and he told me that thats not how they do things so the person I spoke with miss informed me. He gave me the run around and told me I had to wait 30 days before the funds get to release to me because its such a large amount I waited the 30 days only to find out my account was locked I couldnt get into it and they marked me as fraud for checks that belonged to me from the IRS. 
I then received a email on XX/XX/XXXX stating that and I Quote Cashier 's Check Confirmation We're mailing the {$76000.00} cashier 's check you requested. Use digital banking* to view updates on your account/transaction history. 
If you didn't initiate this request or need additional details I did not request the funds to be sent to me via cashiers check or at all. I called and they told me that they sent the cashiers check to me. No problem. 
I waited a week and it never arrived. When I called back they told me it was sent back to the IRS because they believe its fraud. How could it be fraud and you send it back to the IRS? It started to me no sense. I called the IRS to explain to them what was going on they told me they havent received anything from Navy and that theyll look out for it. I called back and now its been 60 days to check on it and the lady at IRS said it dont take that long its been over 60 days I need to call navy federal bank back to see whats going on. So I did and they told me they are no longer speaking to me about this. So I went to the Long Island branch on Wednesday XX/XX/XXXX and the manager was nice enough to look into and call Navy federal for me. She was told that they cant give her any information on my account but upon looking at the account she was also very confused on what happened to my account and funds and told me that someone really messed up and dropped the ball on my account. I then called again that day to Navy and was told I can not get the phone records I need to get a subpoena and they are no longer talking to me about it. 
I called IRS again and still they havent received the cashiers check for XXXX that Navy federal said they sent back from my account. 
Navy federal has stolen all my funds out of my account and I need answers. I will not let this go. 

I need answers and my funds released to me immediately. I thought it being a federal bank itll be the safest to protect my funds and I was so wrong. Every day I regret depositing my money in this bank.

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