Consumer complaint received 2023-07-20
Company: NAVY FEDERAL CREDIT UNION
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Navy Federal need to reference this complaint # XXXX where its stated the RESTRICTIONS were removed. Unfortunately the member to member transfers that took place the same month as the freeze XX/XX/XXXX even after restrictions were removed it has kept {$11000.00} floating in the running balances of XXXX members but wasnt made available. Weve contacted the bank for months on our own and through our attorney and the unauthorized restrictions were removed partially. Several letters where submitted advising that all trans actions were authorized. The account was never compromise. XXXX members have been suffering for XXXX  months with the money that was transferred to them is still restricted even though those restrictions were supposed to be removed XX/XX/XXXX as stated in this previously complaint XXXX. I sill copy and paste the verbiage submitted to Navy Federal anc nothing has been done to fix it. The account is suppose to be heavily notated thAt only written requests are allowed and NOT phone calls. Please have Navy Federal release funds that was transferred to the other members, THIS HAS BEEN GOING ON WAY TOO LONG! WHEN THE ACCOUNT WAS UNFROZEN XXXX XXXX ALL OF THE MEMBER TO MEMBER TRANSACTIONS SHOULD'VE BEEN UNFROZEN AS WELL. THAT'S {$11000.00} that belong to other members that's been frozen for XXXX  months. 
XX/XX/XXXX all restrictions were removed but no one removed the restrictions on the funds in their accounts. Each time they call customer service theyre instructed that XXXX XXXX has to say it was authorized and this has been done repeatedly. 
ALL my requests are to be in writing NOT phone calls. RECORDED AUDIO IS ATTACHED. 
No one is reading the notes on my account. 
XXXX XXXX and member ID XXXX. Security has a copy of my finger prints and my state issued prison ID from the Texas Department of criminal justice. It's already established that ALL requests from me should be in writing NOT phone calls. A security word was added and was required to be added to all my written requests. XXXX  is my security word because I was instructed XXXX!!! had to be changed. All recordings are attached, When Navy Federal froze my bank accounts XX/XX/XXXX for almost a year and my wife and I fought to get bank unfrozen Navy federal released those funds XX/XX/XXXX after we sent several requests and made several unauthorized XXXX way phone calls. It's illegal for me to make XXXX way calls from prison to the bank that's why after we cleared up the last issues phone calls aren't to be requested and ALL my requests were to be in writing. All of the phone calls were recorded and it has been noted that phone calls aren't required. Read the notes and release those funds that were authorized and transferred to member to member that is still running in their available balances but Navy Federal failed to release after they UNFROZE our accounts back in XXXX. Navy Federal leave us with no choice but to file for protection against this continued harassment and blatant decision to not follow typed instructions that's in my records. This experience has been disgusting and well noted by security, customer service and the account compromise department, My account was never compromise and it's been well noted. So a phone call can't be established from the prison to Navy federal. There is very clear instructions that only WRITTEN REQUESTS can be honored. I've sent written requests with XXXX signed signatures with security word. You not only ruin my life but you ruin my wife 's life and our businesses and our marrriage. I don't understand why the largest bank in the world make the conscious decision to make up rules as you go. The jury will listen to all evidence and it'll be clear that you've failed me as my fiduciary. When my bank account was unfrozen ALL of the transfers that were frozen should have been unfrozen in XX/XX/XXXX. XXXX XXXXXXXX XXXX account was sent {$3000.00} he is a family member, XXXX XXXX was sent {$3000.00} he is a family friend and my step son XXXX XXXX XXXX was sent {$5000.00}. Letters and all the phone calls that I could make have been made already. It's been established that phone calls isn't an acceptable form of communication and only written requests should be submitted and accepted. READ THE NOTES SO YOU CAN SEE NO PHONE CALLS SHOULD BE REQUIRED. The recordings attached will prove how inconsistent and unprofessional that Navy Federal has been. You've failed to unfreeze ALL funds that were frozen. When the account was originally frozen your negligence caused us to lose the XXXX XXXX XXXX that you financed because that was lost due to a mechanics lien in XX/XX/XXXX because my wife couldn't pay the {$1800.00} mechanic bill. You've ruin my credit because for XXXX months we couldn't make any payments to any of our creditors. Please forward this email to security representative as well as to your legal department to review. I'm telling you that this is a grave mistake on Navy Federal 's part and we implemented a system to avoid this from happening again. The account was suppose to be well notated that since I was in prison that no phone calls would be expected ever again. I've been incarcerated since XXXX and I no longer wish to play with my freedom by breaking the rules by placing illegal anc prohibited XXXX way calls. Texas prison doesn't alloe XXXX way calls. We took the risks before to get account unfrozen but it was established that phone calls were prohibited. After the traumatic experience that caused my wife to be homeless, caused us to missed business opportunities, caused us to still owe monies out, mental anguish, pain and suffering and much more the account should be heavily notated. I would advise you that when your security or legal department listen to the audio that this is a simple fix because those funds should've been released when the accounts were unfrozen. Navy Federal has failed me. The manager XXXX XXXX who is the reason why my bank account was originally unfrozen I pray he can listen to audio and explain that these accounts were unfrozen and therefore any transactions that were frozen should've been unfrozen. Written requests stating all transactions on my account was authorized were submitted over XXXX times in writing with my signature and with my security word. Navy federal just dropped the ball and didn't finish the job. The original accounts were closed and I opened new accounts. 

PLEASE PLEASE PLEASE READ NOTES ON ACCOUNT AND UNFREEZE FUNDS THAT WERE SENT TO XXXX XXXX, XXXX XXXX XXXX AND XXXX XXXX. Please review the attached audios. 

XXXX : XXXX ( https : XXXX ) XXXX : XXXX ( https : XXXX ) XXXX : XXXX ( https : XXXX ) XXXX : XXXX ( https : XXXX ) XXXX : XXXX ( https : XXXX ) XXXX. 
https : XXXX ( https : XXXX ) XXXX. 
https : XXXX ( https : XXXX ) XXXX. 
https : XXXX ( https : XXXX ) XXXX. 
https : XXXX ( https : XXXX ) --

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