Consumer complaint received 2023-06-15
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
So I bank with Navy Federal Credit Union here in XXXX GA, My name is XXXX XXXX XXXX. Two issues and the dates in question are as such : On XX/XX/XXXX. I instructed my brokerage firm XXXX XXXX to wire My Account with Navy Federal Credit Union ending in XXXX the sum of {$100000.00} in Order to purchase a new vehicle. XXXX did the XXXX XXXX and Navy Federal Credit Union accepted it. Instead of Navy Federal simply transferring that " Federal Wire '' to the dealership, they had me come into the branch ( located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX  GA XXXX XXXX ) to then ( keep in mind that XXXX XXXX XXXX XXXX XXXX  ) to get a cashiers check ( which they ultimately didnt give me I had to go to XXXX XXXXXXXX XXXX XXXXXXXX GA XXXX since the fill in they had that day failed to tell me I simply could have gone into the teller line and got the check after the person who was supposed to send the wire ignored her request to do so and took another customer ) and proceed to drive two hours from my home in XXXX to purchase said vehicle from the dealership. My question is why the hard time? since I have been a member since XXXX  and have been receiving funds from that brokerage firm into that account since XXXX  and very large sums I may add. 

The second incident occurred on XX/XX/XXXX with the Security department. So after having received two wires on XX/XX/XXXX in the amounts of {$970000.00}. the other of {$16000.00} dollars, from XXXX XXXX, a company which i receive a monthly income from might I add and again a place where I have received very large sums of cash before. I go into the Navy Federal Credit Union branch located XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX to send the wire, I sit down with the Services department and take all the necessary steps even provide 2 forms of identification as instructed. Navy Federal then sends the wire of {$970000.00}. to a frim XXXX XXXX, which is a property company with specific instructions to have it wired to another financial institution XXXX XXXX ( XXXX ). They send the wire, then the next morning XX/XX/XXXX, XXXX a security hold has been placed on my account ( I was notified of this in person at the branch on XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX ), with instructions to have me contact the security department, I am then put on hold for 2 hours when I reach someone and I quote mind you its on a recorded line that " they are going to need confirmation from the financial institution who sent you the funds ( mind you this is not the first time I have received large amounts of cash as well as a monthly payment from XXXX XXXX XXXX nor will it be the last ). We then contact our financial advisor with a person who was on a recorded line from the bank security department asking '' where is the verification request? " The representative at Navy Federal Credit Unions Security Department tells the representative from XXXX XXXX stated on XX/XX/XXXX at XXXXXXXX XXXX EST standard time they sent a verification of funds request to XXXX XXXX this what he told us at XXXX XXXX EST on XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX then searches for said request through their entire datebase as we even later that day wait another two hours with Navy Federal Credit Union department, finally speaking to a young female at around XXXX XXXX EST with a representative from XXXX XXXX firm inquiring about that request who stated on a recorded line " you can not speak with a manager and we dont know who long the request will take to get to XXXX XXXX '' Basically tying up over {>= $1,000,000}. of my person funds until they so called " receive a verification of funds " from XXXX XXXX who continue to stress : XXXX ) They have no received such a request from Navy Federal Credit Union Security department and XXXX ) Its a Federal Wire. And so after getting basically blown off by the young lady from Navy Federal Credit Union Department on XX/XX/XXXX. I attempted to go into the Branch today XXXX XXXX XXXXXXXX to close said account and retrieve all funds, I was told in the branch located at XXXX XXXX XXXX XXXX XXXX GA XXXX by the manager that they could close the account but I could not retrieve my funds since they haven't received clearance from the security department at Navy Federal who has not received a reply for the " verification of funds '' from XXXX XXXX who repeatedly states " they have not received said request from Navy Federal anywhere. '' Now XXXX XXXX XXXX XXXX XXXX and its is a lot harder for me to move around than the average person, my question is it there company policy and if so why now all the suspsicion? Because it is clear to me if it was illicit funds or any type of suspsicion activities ( such the claim the security guy made on XX/XX/XXXX on a recorded call ) I would not have been or allowed to continuously receive my monthly dividends payments to this account and to this bank. 
I have been dealing with this insititution at this capacity for over 5 years. I have purchased my home through Navy Federal with funds transferred through XXXX XXXX as well as commercial property. Now because of the constant delays and no answers from the security department at Navy Federal I have missed out on a home closing, I can not feed myself, nor can I do they daily things I need to do because of this security hold on my account which Navy Federal has not dealt with in a very professional manner at all. I AM XXXX and the individuals within the Navy Federal Credit Union has ULTIMATELY AND UTTERLY REFUSED! to speak with me about it. 
I am formally claiming discrimination as I believe due the the color of my skin and the amount wired they found it hard to believe a XXXX man in a XXXX could have that type of money, now I have lost out on money and property and the ability to take care of myself due to the fact that NAVY FEDERAL CREDIT UNION has my account locked and I can not access {>= $1,000,000}. of my money. They have been unprofessional through this whole process and I truly believe that it is because of the color of my skin. 
These complaints are also to include the Security Department of Navy Federal Credit Union, as well as the training department of financial institution, I am also filing a complaint against the manager at branch : XXXX XXXX XXXX, XXXX GA XXXX, and also against the Branch at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX, the way they conducted themselves is not within the decorum of the institution which I have entrusted my finances with for over 5 years. 
The level of unprofessionalism and simply silence from Navy Federal Credit Union about this matter has left me with a huge mistrust in the institution which i was beginning to really love simply because of how my name sounds or the color of my skin. 

Regards, XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief