Consumer complaint received 2025-11-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: NAVY FEDERAL CREDIT UNION
State: MI

Complaint narrative:
On XX/XX/year> my account with Navy federal had been restricted. So I called Navy federal to see what had happened to my account and they started asking me a bunch of questions that I didnt know the answer to U was just answering them to the best of my ability because I didnt know why I was being asked them in the first place. I was later told it was due to possible suspension under my account and that a new device tried to log into my account. I wasnt sure who or what device that was but I have a joint account with my father so I told them it was him because hes the only person I knew to have my log in. The first navy federal representative that I spoke to on XX/XX/XXXX at around XXXX XXXX. The person on the phone had told me my only options to reopen my account were to either visit a branch or send in a letter to verify my identity. I live in Michigan so I then asked the guy several times after that if there is any other way because I need the fastest route to access my account again. He still only told me Mail only or Visit a branch. After that call ended I called again on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX and I was told the exact same thing just from someone else who told me the guy I was just on the phone with told me what I could do. I eventually gave up and scraped up a few dollars throughout the week to be able to send my letter because I wasnt able to access any of my funds with my account being restricted. A week goes by and I hear nothing back from Navy federal so I call them back and Im told my letter wasnt received, and that another one needed to be resubmitted. At this point I hand the situation over to my father and he later calls them off of his device because we have a joint account and he felt maybe he could talk to them easier because the same issue happened to his account and they fixed it in minutes. Im told by an older woman that I can send in a written request by Email or messaging. I was saddened to hear that this was an option from the beginning because I could have avoided many other obstacles, but the lady on the phone helped me figure out what email to send it to and how to send it through messages. The messages didnt work and neither did the email because she didnt tell me how to submit my written request correctly, like the first 2 representatives before her. This happens about 2 or 3 more times and it takes 2-3 business days each time it happens. Im now 3 and a half weeks almost a month in at that point with no access to my funds and my car payment is due. Theyve canceled every subscription through that card. Im late on a lot of payments now. So I finally write in a request that gets accepted and I called 2 representatives after that who both told me it was accepted and I just needed a few days to be reviewed. It was denied and I still dont have access to my account today XX/XX/year>. Every time I was told to send in a written request the representatives didnt always know what they were talking about and what was needed exactly for me to get my written request accepted 100 % so I was misled for a month straight and still I cant access my funds. They havent been letting any transaction go through but I had my car payments on auto pay when I bought my car in XXXX but I didnt think it would go through. So I manually paid through my dads card with my car company and I found out later on navy let the funds transfer to my dads card and let them auto pull it through when nothing else has been able to go through. The amount of stress this situation has gave me has been overwhelming. My last phone call was today as well, when I was told my accepted request was denied. They dont send follow up emails at all to let you know that either Ive been having to call in everyday and Im now losing track of who I spoke to on what days.

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