Consumer complaint received 2026-03-03 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other service problem — 
Company: NAVY FEDERAL CREDIT UNION

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions ongoing refusal to process my international wire transfer request despite my full compliance with all verification and documentation requirements. Timeline of Events : XX/XX/year> : I submitted a completed international wire transfer request form. XX/XX/year> : I contacted NFCU by phone regarding the wire. During this call, I was advised there was an issue with a code. I promptly provided the requested verification code within approximately one minute, but was informed it had timed out. No policy explanation or timeframe disclosure was provided. I was then instructed to complete a form to change my phone PIN before the international wire could proceed. I complied immediately. XX/XX/year> : I called again and was still denied assistance in processing the wire. At this point, I have provided all requested documentation, updated the phone PIN as instructed, and supplied the passcode requested. Representatives have been unable to provide a clear explanation as to why I am being denied access to transfer my own funds. This wire is time-sensitive and relates to a residential property purchase in the XXXX XXXX XXXX The delay exposes me to : Foreign exchange rate volatility ( which changes daily and may reduce the amount received ), Potential financial loss, Risk that my purchase agreement may become void if funds are not received within the contractual deadline. The wire has now effectively been delayed more than one week when factoring internal review time and expected settlement processing. Despite multiple contacts, NFCU has : Failed to provide a written explanation for the refusal to process my transaction, Failed to disclose its authentication timeout policies or one-attempt verification rules, Failed to provide a remediation pathway or escalation contact, Continued to block my access to transfer my own funds without citing regulatory, legal, or documented policy justification. Additionally, I am concerned that my current residency in the XXXX XXXX is contributing to this treatment. XXXX is a well-regulated financial jurisdiction and should not automatically be categorized as high risk without individualized assessment. I believe I may be experiencing disparate or discriminatory treatment based solely on foreign residency, as no substantive account-specific risk issue has been identified. I am requesting : Immediate review and release of my international wire transfer, A written explanation for the refusal to process the transaction, Disclosure of the authentication and code timeout policies being applied, Confirmation of whether foreign residency is a factor in this denial, Review of whether this conduct complies with fair access and consumer protection standards. I am simply requesting timely access to my own funds for a lawful transaction.

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