Consumer complaint received 2024-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: VA

Complaint narrative:
On XX/XX/XXXX at XXXX I deposited a check in the amount of {$18000.00} into my checking account at the Navy Federal Credit Union Headquarters branch in XXXX XXXX  XXXX The deposited check was money from the County of XXXX XXXX  department of tax administration, XXXXXXXX XXXX XXXX XXXX  XXXX XXXX XXXXXXXX XXXX  tax relief award based on being the surviving spouse of a military veteran status and handled through my mortgage company and the tax department.

The Deposit receipt and conversation with the navy federal teller representative assured me the deposited funds would be available after 2 business days after the XXXX of XX/XX/XXXX. That turned out to be a lie, Navy Federal misappropriated a huge portion of the tax relief deposit before I accessed the account to withdraw it in XXXX withdrawals to themselves in the amounts of XXXX {$5000.00} withdrawals and XXXX {$3500.00} withdrawal. Navy Federal credit union removed without warning, authorization or contact and transferred the money to themselves. I understood government benefit funds were not to be handled in this manner by law and credit union policies, guidelines and directives.

Immediately panicking and contacting the credit union for correction, after several conversations with various departments and representatives there were no results other than being told they did not have the authority to resolve this situation. At this point on the afternoon of XX/XX/XXXX I prepared and delivered an affidavit explaining the situation and demanding the return of my misappropriated funds and hand delivered it to the Navy Federal Headquarters branch and had 2 copies notarized by a branch representative and he assured me " with my son as a witness to both transactions thus far '' that he would hand deliver it to the appropriate management staff in the building without delay, advising me I did not need to mail it. 
The money was not returned to my account and nobody by mail, email, telephone, text or message board online initiated any communication. On XX/XX/XXXX at XXXX I returned, " once again with my son who cares for me assists with emergencies and doctors visits that require me to leave our home '' to the Navy Federal HQ branch to speak with someone in authority to assist me in resolving this emergency situation " at this point I now consider it the theft of my government benefit award that my husband gave his life to his country in service to obtain.

I was directed to an office and awaited the assistance requested, after some 40 +/- minutes reviewing all the pertinent documentation and information regarding all aspects of the check and it's origins and purpose, I was told I didn't have a photo of the deposited check in my possession and there was nothing she could do to resole the situation. I then asked that she confirm my hand delivery of the notarized affidavit to confirm my assertion of filing the claim, when the employee that handled that transaction arrived, he did not recall the transaction and stated he could pull up the video tape of our meeting which would clearly show him accepting the claim document, she indicated it would not be needed. I was informed there were no employees in management positions that actually work at the XXXX building to assist me, they all work from remote locations, which I've since determined was not true. I left with the advice to call back the customer service number for additional follow up and was told they would look into it. To this date no one has responded, once again. They've failed me miserably in responding to a simple claim, pay my money back or provide the documentation allowing them to steal my surviving spouse of a dead military veterans service benefits award check deposited in their credit union. His death made this money possible and I will not rest " nor die waiting till XXXX freezes over, which seems to be their plan of action '' for them to correct this injustice. PLEASE HELP I have attached blacked out version of the documentation provided the associate at Navy Federal on my visit on XX/XX/XXXX " including a photograph of the check deposited that they apparently could not find themselves in the stroke of a keyboard ''.

This should be enough documented substantiating proof to process my claim to have the money returned to my account immediately when someone with a grasp of the credit unions standard procedures and practices, and the law regarding misappropriating government benefit checks. Anything else you may need I'm positive I can provide it from my marriage certificate from some 70 years ago or my husbands death certificate from XX/XX/XXXX " all of which had to be provided prior to receiving this benefit ''. 
I've never been XXXX, but after dealing with the Navy Federal Credit Union in this matter after approx. 100 years combined membership starting in the XXXXXXXX XXXX  I can now imagine what such a violation of decency feels like. Especially someone whose mission is stated as serving military families... It's unconscionable. 
Please find all the blacked out supporting documents attached, I can provide clear document at your request. 
Thank You for your kind assistance in this time sensitive and critical matter. 
Sincerely, XXXX XXXX : My son XXXX helped me provide you this information

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