Consumer complaint received 2023-05-10
Company: NAVY FEDERAL CREDIT UNION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX, XXXX XXXX XXXX XXXX XXXX  Navy Federal Credit Union Funds from a certified check which were previously made available in my business checking account were withdrawn from 3 different accounts after I walked into a Navy Federal XXXX in XXXX XXXX  on Saturday XX/XX/2023. 
I deposited a certified check for {$34.00}, XXXX into my Navy Federal business account ( XXXX XXXX XXXX XXXX Access # XXXX ) at the XXXXXXXX XXXX XXXXXXXX XXXX afternoon XX/XX/XXXX. I verified with the teller that the certified check fell within the posted guidelines indicating that guaranteed funds are made available the next business day. I further advised that teller that I had just picked up the check at XXXX XXXX XXXX XXXX and that the branch manager was available to verify said funds if necessary. I was advised that the total deposit would be made available the next day. The check cleared as promised and was made available. When I logged into my account on XXXX XXXX XXXX 100 % of my funds were accessible. I transferred funds to a business savings account and a personal checking account. Additionally, I withdrew cash and ordered a cashiers check from the funds transferred to the personal account. 
I visited the Navy Federal XXXXXXXX XXXX  branch on XXXX morning to pick up the cashiers check and was advised that the branch manager needed to call the back office as there was an issue. After an extremely long wait the branch manager invited me into her office and advised me that there was something suspicious about my check and that it would be held for XXXX business days. I was beyond confused about what could be suspicious about a check I had requested while standing in line at the credit union. After much confusion I realized that she was referring to the check I deposited into my business account the previous day. When asked what was suspicious, she just persisted in telling me I would just have to wait XXXX  days to access my funds. I requested she call XXXX as the Branch Manager would gladly validate the check. She refused as did the two managers I spoke with on the phone subsequent to leaving the branch that day. Regardless of my questions or requests every Navy Federal representative refused to help me and persisted in repeating that I would just have to wait out the XXXX days. 
This is not the first time Navy Federal policies changed after I physically entered a branch. My money was accessible until I walked into the branch. I spoke with one woman that XXXX afternoon who advised me that I could not have been racially profiled because the man who implemented the hold on my money was a XXXX man she happened to know. That statement is a serious problem and reflects a real need for XXXX & I and Unconscious XXXX training. Much to my surprise, Navy Federal wiped out the funds from my business checking, business savings, and my personal checking accounts leaving me with XXXX ( XXXX ) funds. 
I later learned that I was locked out and could not log in to my accounts as I needed to speak with the security department to clear a security hold. My first call and 50-minute wait to this XXXX department included a series of ridiculous questions. I was asked if I had deposited said check, the amount of said check, the source of the check etc. I was not asked anything whatsoever that Navy Federal did not already know. The first young lady I spoke to in the security department asked why I was given said check. I advised her it was none of her business. The source of my funds is not a matter of bank security. She was annoyed and maliciously failed to remove the hold. The next time I attempted to log in I was still locked out of my account. I called to determine my account balance on XXXX as I received confirmation that my XXXX  check was deposited. I have been without any money for XXXX  days at this point. The representative advised that my personal checking balance was {$360.00}. Immediately following that call my debit card was declined for a very small purchase. All my Navy Federal debit cards were deactivated, declining even the use of funds later deposited to my account. I was denied access to or the use of my XXXX funds. After my 7th call to Navy Federal, I was directed back to the security department where I was advised that there was additional information they needed. The XXXX man I spoke with asked me nothing new or different from the previous young lady. He too asked me if there was a reason I was given said funds. Again, I declined to answer. There could be NO question as to my identity. I had physically walked into 2 different Navy Federal branches within a XXXX-hour period of time and presented state issued identification. There could be NO question whatsoever as to my identity or my initiating the transactions in question. I asked each an every Navy Federal representative to explain what was suspicious about my check. No one would answer that question. No one would call the issuing bank to resolve the issue. No one would help me. I was consistently told I would just have to wait XXXX business days which left me penniless for XXXX whole days. 
Navy Federal serves this XXXX  veterans, a population of people who have already withstood tremendous trauma. The lack of compassion, care, help, and support I was shown is beyond disappointing. My recent Navy Federal experience began a series of events that have led to my financial ruin, and created tremendous trauma for my family and I. I have suffered late fees, XXXX fees, penalties and more.

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