Consumer complaint received 2024-10-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: NAVY FEDERAL CREDIT UNION
State: AL

Complaint narrative:
On XX/XX/XXXX of XXXX, I assisted my husband, XXXX XXXX in opening a checking & savings account with Navy Federal Credit Union. The account was approved & open for any monetary needs. On XX/XX/XXXX, we received notification that his tax return for the current year would be deposited into his account no later than XX/XX/XXXX of {$6300.00}. On XX/XX/XXXX, the tax return was deposited by the IRS & accepted by Navy Federal. However the funds were not accessible by husband or myself. The account had been frozen. I called into the branch & was informed that his account could not be discussed with me because I was not listed on his account. I explained that my husband had been detained by the police & incarcerated within the time of opening the account & the time of me calling in reference to his account. A customer service advocate stated that they would need to speak with XXXX XXXX himself for him to XXXX them permission to speak to me. I then made arrangements with him in the jail to do a third party call with the branch. We were then advised for XXXX XXXX to write a letter with his online access number, account password, along with his printed name & signature XXXX to verify his identity for security of his account. This task was completed & uploaded to the secure messaging system on the online banking site. This did not grant XXXX XXXX or myself access to his account or funds. After calling into the branch a number of times doing a third party conversation, we were told to obtain a Power of Attorney for myself to access his account. I then took the notarized Power of Attorney to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The POA was taken, scanned into the system & I was told to wait for their security department to approve. POA was not accepted, I was unable to speak with anyone to get further information of why not because I was unauthorized to receive information on my husbands account. Present day in XXXX, my husband is released. He obtains his ID, & we return to the same Navy Federal branch in XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. We were told his account was closed & dismissed from XXXX of the branch agents, I then asked to speak with the XXXX because a closed account with funds myself or my husband hadnt received was unacceptable. Once sitting with the XXXX, he investigated that the account had been closed in XXXX of XXXX & was told by someone else of the branch via phone that the funds were disbursed in XXXX of XXXX. He was told by the same person via phone that the funds should have been disbursed to the State Treasury of XXXX, that is the state in which we reside. We were provided the website for unclaimed funds for Alabama. The website resulted back no properties found. In that same moment I called the State Treasury office & the young lady searched herself by my husbands name & SSN ( in case his name was misspelled ), she found no unclaimed properties for him & also stated that if the funds were truly disbursed in XXXX of XXXX the state would have received well before XX/XX/XXXX. Navy Federal has failed to tell my husband or myself where our funds that were issued by a federal agency have gone. We would like answers immediately. We would like the missing funds immediately, regardless of where they have to come from. Navy Federal is insured by the National Credit Union Administration & they have failed to help my family as well.

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