Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
I am filing this complaint regarding an extended and unresolved restriction placed on my Navy Federal Credit Union checking account, despite legitimate payroll deposits and inconsistent explanations regarding the status of my account. On XX/XX/year> I deposited legitimate payroll funds of {$9700.00} from XXXX XXXX into my Navy Federal account. A payroll check from the same employer of {$5000.00} was deposited into another Navy Federal account cleared without issue. My account was then restricted for alleged security or fraud-related concerns, preventing normal access to my deposited wages. Throughout this process between XX/XX/year> and XX/XX/year>, I received conflicting information from bank representatives. I was verbally informed on XX/XX/year> that an appeal had been denied but did not receive timely written notice or a clear explanation of the basis for the restriction. I was also told that I remained under investigation while simultaneously being told appeals had been denied. On XX/XX/year>, I was informed that a second appeal had been denied before I had even submitted one. I sought assistance from branch personnel, law enforcement, and corporate contacts in an effort to understand and resolve the matter. On XX/XX/year>, Law enforcement confirmed the matter was civil in nature and documented the interaction. I later obtained a police report regarding the incident. After visiting a different Navy Federal branch for the first time on XX/XX/year>, branch management reviewed my case in detail, contacted corporate and Fraud Assist, and confirmed that my payroll deposits continue to post and require manual approval for withdrawal. Fraud Assist has repeatedly approved the cashing of my payroll deposits, demonstrating that the deposited wages themselves are being accepted and verified. However, despite payroll funds posting and manual approval being granted for withdrawals, Security continues to maintain a restriction on both of my accounts with no clear timeline for removal and no detailed written explanation identifying fraud, a returned item, or a specific policy violation tied to my deposits. The written denial letter I later received referenced vague unsatisfactory account maintenance language but did not identify fraudulent checks, unpaid items, or misconduct related to the deposited payroll funds. As a result of this prolonged restriction, I have experienced significant financial and personal hardship, including : Lost work time and wages for myself and my husband Repeated travel and branch visits to access my own payroll Disruption of automatic bill payments Late fees and financial hardship Delays in vehicle maintenance and household responsibilities Missed family and school events Emotional stress and mental strain caused by uncertainty and lack of clear communication I respectfully request that the CFPB review whether this account restriction, communication process, and continued limitation on access to deposited payroll funds were handled in accordance with federal consumer protection and funds-availability standards. I have all official documentation upon request, but I did not attach it because everything includes my personal information.

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