Consumer complaint received 2022-08-15
Company: NAVY FEDERAL CREDIT UNION
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My XXXX XXXX XXXX daughter and I are currently displaced from our home due to mold and damage inside my home from weather conditions that occurred on XX/XX/XXXX. On XX/XX/XXXX, a check in the amount of {$7800.00} from my insurance company was deposited into my checking account. The deposit was approved the same day and a 2 day business hold was placed on the check. Before the 2 days were up I received another email stating there was an additional hold placed on the check for 5 days. I called in to NFCU to get clarification and was pretty much told my check was looked at as Fraud. I called my insurance company and the Treasurer verified the funds had cleared the account. I then contacted NFCU and requested a supervisor, I was passed off to 2-3 supervisors until the final supervisor stepped in and took responsibility of the issue, the supervisor contacted my insurance company and a email with the cleared check was sent over verifying the funds, afterwards the supervisor made sure the hold was lifted, and my funds then became available for to take care of the repairs for my home. NFCU also gave me {$100.00} credit apologizing for the inconvenience stating they were sorry that my check was looked at as Fraud. 
Moving forward to XX/XX/XXXX, the final check for my home renovation in the amount of {$7900.00} was deposited into my account and I received the email that the deposit was approved with a two day business hold. I called in to NFCU on XX/XX/XXXX and was told funds would be available XX/XX/XXXX between XXXX XXXX & XXXX XXXX. The funds were deposited after XXXX XXXX  so I made a payment to my gas company and was set to pick up materials at XXXX XXXX. NFCU, took the money back out of my account at XXXX XXXX then sent an email stating there will be an additional hold of 5 days. I immediately called NFCU and was told security was the reason for their actions. I called and spoke with at least 4 supervisors and was told the last supervisor that helped you Wont be able to assist you again so pretty much to stop calling. On XX/XX/XXXX, I contacted my insurance company to verify the funds cleared and was notified by the Treasurer of my insurance company the funds cleared on XX/XX/XXXX. I then called NFCU and spoke with another rep that attempted to help after I explained I have to check out my hotel on XX/XX/XXXX, and my home still has mold and the materials that were on hold for me would be lost. The rep suggested I call my insurance company and get the treasurer on the line while he attempted to get a supervisor back on the line. Once I got my insurance company on the line and the NFCU supervisor and my insurance company verified the funds were debited from the account on XX/XX/XXXX, the supervisor stated okay were still going to hold the money At this point I feel Im being discriminated against. NFCU has treated me like a criminal with their Unethical and Unprofessional practices. I will escalate this matter to the fullest extent.

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