Consumer complaint received 2026-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: CA

Complaint narrative:
On XX/XX/XXXX before XXXX I deposit a certify blue check given to me by insurance company for a case settlement I received. Prior to deposit I had notify them about the check I would receive in the amount {$140000.00}. Before the deposit of this check I was given an advance check of {$5000.00} from the same sender was accepted and cashed out by navy federal credit union. I understand there can be holds on checks especially with that amount so on the XX/XX/XXXX I deposit the check and was told over the phone that the check has an additional hold for 30 days I asked why and they didnt give me any information only said the check needs to be cleared. They stated that I can have the sender call the bank to help clear that so they did and provide information also provided documentation of my legal case and provide the settlement aggrement as supporting documents I used to forms of id at the branch. So on XX/XX/XXXX the sender of the Check reach out to there security department and spoke to them and got clearance stating the funds would be available to me on XX/XX/XXXX which would make it the fifth business day. I still didnt feel confident because they been giving me false information so I reached out to navy federal as well and spoke to a agent and was also told the hold was removed and that I would see my remaining funds post in XX/XX/XXXX so just to have more information I decided to reach out to them on the chat thru mobile app so I can have proof of what there stating and chat with agent there and was told my funds are free and will be available on the XX/XX/XXXX and I have screen shots of the conversations for my sake so again a third agent confirmed about the funds availability. That being said i arranged with my landlord and the tow yard about netting so I can pay due to my car being at risk of auction due to towing they made a exception and I promised to pay them today XX/XX/XXXX so we are now on XX/XX/XXXX and I notice my funds are still not available and I reached out on chat and notify them about my funds not being available! To my surprise the agent stated that there is a hold on the check for the amount that was placed on the check on XX/XX/XXXX. So on XX/XX/XXXX when I spoke to them why didnt they see that information on the system and stated that to me therefore I wouldnt of arranging the payouts. So Im frustrated and call the bank and notify them about the issue and they said that there a hold and I was spaeking to a supervisor and I told him why is it that they didnt mention anything to me about the hold of it was placed on the XX/XX/XXXX and I called on the XX/XX/XXXX given information by XXXX agents saying i would receive my funds today and his response was that they probably were new agents or that they probably read information incorrectly and I said ok maybe one could of but XXXX people stating the same information and he said yeah it happens Im like even if it did Happen its not ok and as a customer I dont deserve any false information now I look bad and losing my car due to no funds. So he hung up on me because I was frustrated so today is XX/XX/XXXX XXXX pt time and I still havent received funds or any information or email statements on the check if its on hold and if it is till what day. I only receive XXXX email on XX/XX/XXXX stating I will receive my remaining funds on the fifth business day. I do have screenshots and proof of the statement im writing against navy federal credit union I mean I dont want it to happen to other people but Im loosing my vehicle which is a XXXX XXXX with my new horns car seat and all my belongings due to this and also looking bad with my land XXXX XXXX. Embarrassed I cant even provided diapers or food to my family and I have a XXXX month old baby

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