Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: AR

Complaint narrative:
I am filing this complaint regarding Navy Federal Credit Unions continued restriction of my account and their failure to properly process or acknowledge identity verification documents that I have submitted. This issue began on XX/XX/2026, when my account became restricted. Since that date, I have been attempting to resolve the matter and verify my identity through the process requested by Navy Federal. Since the restriction began, I have submitted two separate appeals through Navy Federals internal process in an effort to resolve the issue and have fully cooperated with every request made by the institution. During multiple phone calls with Navy Federal representatives, I was told on three separate occasions that the estimated timeline for resolution of my case would be XX/XX/2026. On XX/XX/2026, I uploaded Form SSA-89 as requested by Navy Federal to authorize verification of my Social Security number. At the time I submitted the form, Navy Federal did not disclose that the document would require a wet signature. After learning that a wet signature was required, I printed the form, signed it, and re-submitted the corrected SSA-89 with the proper signature. I uploaded the corrected document twice through Navy Federals secure document upload system and also transmitted the form via fax to the Social Security Administration. Despite these additional submissions, Navy Federal representatives continue to state that the last document they received from me was on XX/XX/XXXX. This statement is inaccurate. I have email confirmations showing that two additional secure document uploads were successfully submitted after that date. Since XX/XX/XXXX, I have contacted Navy Federal numerous times in an effort to resolve this matter. I have called their customer service and fraud/compliance departments repeatedly seeking confirmation that my corrected documentation was received and placed into review. During these calls, representatives have repeatedly been unable to confirm whether my updated documents are in the review queue, and I have not been provided any meaningful update regarding the status of my identity verification. I have spent several days calling Navy Federal attempting to resolve this issue and have received inconsistent or incomplete information from different representatives. At no point has anyone been able to confirm that the corrected SSA-89 form I submitted after XX/XX/XXXX has been reviewed or processed. My account currently contains over {$8000.00} in funds that are being withheld while this issue remains unresolved. This has created significant hardship for me as I am a single mother of XXXX children with financial obligations and household expenses that must be paid. I have also offered to appear in person at a Navy Federal branch with my government-issued drivers license and Social Security card in order to verify my identity directly. Navy Federal has refused to allow in-person identity verification as an alternative to their document review process. At this point, I am requesting the following : 1. Immediate confirmation that the corrected SSA-89 forms submitted after XX/XX/XXXX have been received. 2. Confirmation that the identity verification request has been submitted through the appropriate Social Security verification system. 3. A clear timeline for completion of the review and removal of the account restriction. 4. Release of my funds once identity verification has been confirmed. I have complied with every request made by Navy Federal and have submitted the required documentation multiple times, including participating in their appeals process and contacting the institution repeatedly for updates. I am simply requesting that my documents be reviewed promptly and that access to my funds be restored once verification is complete. Additionally, I am requesting that Navy Federal review this matter in accordance with their obligations under federal consumer protection and financial institution regulations to ensure that account restrictions and verification procedures are handled in a timely and accurate manner and that customers are provided clear communication regarding required documentation and the status of their account review.

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