Consumer complaint received 2025-07-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
This is a follow-up regarding my complaint against Navy Federal Credit Union concerning their failure to provide complete and valid account records, and their repeated misrepresentations by phone and email.

As of today, I have still not received complete or valid account records.

Timeline of Events : My original request was submitted over 48 hours ago, and the response clearly fails to meet reasonable standards for transparency and good faith. It appears that Navy Federal is either delaying intentionally or withholding requested financial records necessary for me to evaluate account activity and respond to previous billing concerns.

I called Navy Federal this morning at XXXX XXXX  and was told on the phone that my missing account statements had just been sent and that I would receive them within 10 minutes. As of XXXX XXXX, I have still not received anything. 
I also sent an email to Executive Resolutions requesting my full banking records and asking for a response within 24 hours. I have not received any reply from that office.

During a call tonight, I was informed by a manager that a case had been opened on my account yet no one could tell me what the case was about, who opened it, or even provide a reference number. That is highly unusual and unacceptable. I am extremely concerned about the lack of transparency and communication regarding my account.

The manager then stated she would " check with the lady who comes in tonight '' to see if the case pertained to my account statements. However, she offered no clear follow-up plan, timeline, or assurance that I would be contacted with an update simply telling me call back Monday when the back offices are open What concerns me most is that this case was opened or my account was accessed without any notification to me as the account holder. If I had not specifically requested to speak to a manager, I would never have known this activity even occurred none of the previous representatives I spoke with mentioned anything about a case being open.

This raises serious concerns about internal communication, account transparency, and member notification procedures at Navy Federal. It is not appropriate for someone to access or take action on my account without clear documentation or communication being shared with me. I am formally requesting a full explanation of what case was opened, by whom, on what date, and what the subject matter involved along with written confirmation of what steps, if any, were taken on my account as a result.

These situation raise multiple red flags : Failure to comply with a lawful records request Violations of cease-and-desist protections Threatened access to funds without consent Unresponsiveness from Executive Resolutions Pattern of misrepresentation What I Did Receive : A duplicate credit card statement from XXXX A partial credit card record covering only XX/XX/XXXX XX/XX/XXXX A corrupted file that will not open No checking account statements, despite my clear request This appears to be an intentional delay or obstruction. I am unable to verify important account activity without these statements, and Navy Federal 's failure to comply with my request or respond to follow-up inquiries violates basic transparency and customer protection principles.

I respectfully request that CFPB direct Navy Federal to : Provide all requested credit card and checking account statements Ensure the files are complete, readable, and accessible Provide a response from Executive Resolutions Additional Evidence : I have recorded all phone conversations with Navy Federal since this dispute began.

These recordings document Navy Federal : Acknowledging receipt of my cease-and-desist Stating intent to draft my account anyway Falsely promising that full records were sent within 10 minutes during a phone call at XXXX XXXX nothing ever arrived as of XXXX XXXX  the same day. The day after a 48 hour wait for the initial request to be honored. 
Staff stating C & D is reason to not send records Misrepresentation of authority regarding internal policies Lack of access to a case allegedly opened on my account Navy Federal has refused to provide access to my own financial records for nearly a week They are using a cease-and-desist improperly as a pretext to withhold documents They are failing to respond via their Executive Resolutions team They are withholding internal case details from me as the account holder I am being forced to call repeatedly, without resolution or documentation This appears to be a pattern of bad-faith conduct, including : Failure to provide federally required account records Disregard for written communication restrictions Threatened access to protected funds despite written objection Failure to respond to Executive Resolutions inquiry

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