Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I opened checking and savings accounts with Navy Federal Credit Union on XX/XX/XXXX, after learning about the banking benefits they were offering. Shortly after opening the accounts, restrictions were placed on them beginning around XX/XX/XXXX. As a result, I was unable to fully use the account features and also lost access to my online banking. Every time I attempted to log in, I received the the following message : " We're unable to complete your request. Please contact us or visit your nearest branch to discuss your accounts. '' Not to long after that I visited the Navy Federal Credit Union branch located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX. During that visit, employees provided me with a " Security Appeal Form '' and instructed me to complete and submit it to their back office. I was told that my account may have been opened by mistake and that they would reconsider their decision regarding my accounts. This so-called reconsideration process lasted approximately seven months. By early XX/XX/XXXX, after months of delays, restrictions, and lack of access to my own funds, I decided that I simply wanted to close the accounts and withdraw my money. I visited the same branch multiple times over a period of one month. During these visits, I brought multiple forms of identification, including : my original California driver 's license which I used when opening the account ( original but expired ), my valid original Florida identification card, and my original foreign passport. Despite presenting multiple valid forms of identification and repeatedly requesting closure of the accounts and release of my funds, branch employees continued to give different reasons for refusing to return my money. On one occasion, a branch supervisor approved the withdrawal and I was preparing to receive my funds. However at the last moment, another employee stopped the transaction and raised several objections, including that my English was not good enough, that my California driver 's license was expired, and that my Florida identification doesn't pass in California. Employees then stated that a security department needed to speak with me, but that department had already closed, requiring me to return again. I returned to the branch the following day and complied with every request made by staff. Employees then asked for additional proof of address, specifically a statement from another bank account. I immediately obtained and printed the requested document from a XXXX XXXX across the street and returned within approximately 20 minutes. Even after providing the requested documentation, Navy Federal Credit Union still refused to release my funds or close the accounts. After this, employees again provided me with another " Security Appeal Form, '' which by that point was the third time I had been asked to complete the same form. I explained that the form did not appear relevant to my request because it did not contain any section regarding account closure or withdrawal of funds. Employees nevertheless instructed me to complete the form again. I believe Navy Federal Credit Union has acted unfairly and unreasonably by continuously delaying my access to my own money, repeatedly changing the requirements, and refusing to provide a clear explanation or resolution despite my repeated efforts to comply with every request made by the institution. I also attempted to seek legal assistance regarding this matter. However, after contacting attorneys, I was informed that legal representation for banking disputes of this nature would typically cost approximately {$500.00} per hour. Considering that the funds currently being withheld are slightly over {$10000.00}, pursuing private legal action would likely result in legal fees consuming a substantial portion of the money I am attempting to recover. For this reason, I am requesting assistance through the CFPB to help resolve this matter fairly and efficiently.

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