Consumer complaint received 2025-07-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
Navy Federal Credit Union Type of Issue : Problems with deposits and withdrawals Date of Incident : XX/XX/year> Amount Involved : {$50000.00} Summary of Issue : I deposited a check for {$49000.00} with Navy Federal Credit Union on XX/XX/year>, and was advised that the funds would be available on XX/XX/XXXX. However, only {$270.00} became available, and the remaining funds were placed on hold until XX/XX/XXXX without any prior written notice. This violates my rights under XXXX XXXX, which requires financial institutions to provide timely and accurate notice of any delay in funds availability. 

Two representatives gave conflicting information : XXXX stated in a XX/XX/XXXX chat ( around XXXX XXXX XXXX ) that the hold notice was emailed on XX/XX/XXXX. 

XXXX later claimed the notice was sent on XX/XX/XXXX at XXXXXXXX XXXX during a federal holiday. 

I searched all folders in my email account, including inbox, spam, junk, and promotions and found no record of the message. Navy Federal refused to provide a copy of the email, a screenshot, delivery timestamp, or confirmation that it was sent to my correct address. When I requested verification, I was told chat support could not provide documentation and was referred to phone support instead. 

What I Requested from the Company : I asked for a copy of the hold notice email, including the subject line, content, and timestamp. I requested confirmation that it was sent to my correct email address ( XXXX ), and a screenshot or system log showing proof of delivery. I also asked for clarification on the conflicting send dates provided by XXXX and XXXX and requested escalation to a supervisor or compliance officer if chat support could not provide documentation. 


Impact to Me : Ive been denied access to nearly {$50000.00} in deposited funds without proper notice. 

I am now at risk of missing scheduled payments, including housing, and credit obligations. 

This delay directly undermines my plans to secure a home and auto loan, both time-sensitive goals that depend on accurate fund availability. 

The lack of transparency and documentation has created financial stress and eroded trust in Navy Federals procedures.

My Consumer Rights : Under Regulation CC, I have the right to : Receive timely and written notice of any deposit hold, either at the time of deposit or by the next business day. 

Be informed of the reason for the hold, the length of the delay, and the amount affected. 

Access at least {$270.00} of the deposit by the next business day, unless a valid exception applies. 

Expect that financial institutions maintain accurate records and provide verifiable documentation when requested.

Navy Federal failed to meet these obligations, and their refusal to verify delivery or reconcile conflicting statements violates the transparency and disclosure standards required by law.

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