Consumer complaint received 2024-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: TX

Complaint narrative:
A deposit was made to an account that I have with Navy Federal Credit Union. I have called in now 4 times since the deposit was made. I called to verify the hold time frame because their system gave a range of time for the deposit to show. The first time they said it would be 2 business days. So I said okay and ended my call. The next day I get the same message that it could be up to 5 business days so I called back again to verify. On the second call I was told that the sending bank ( the bank the check was written on gave indication that the check may be fraudulent. However, after checking the other bank account on the same day, I found that the check had already been processed and cashed. So on the second call I asked for a supervisor who then told me that it would be 5 business days and that it would be available on XX/XX/year>. I verified by repeating the information and getting the supervisor 's name which was XXXX. So I said okay and ended the call. On XX/XX/year> I checked for the funds and they were still not there? Once again I called on XX/XX/year> and spoke with a representative who then told me that the hold would be another day. She was sorry that they miscalculated the time frame. So I asked for a supervisor again. XXXX another supervisor proceeded to tell me that the review process is done through their system and they can not remove the hold. I said so you are telling me you can not remove a hold and that there is no one that can? He said yes it just has to fall off. So I asked why then did the time frame change from 2 business days to 5 business days for the hold? He did not answer that question. I told him well the funds have been received so you guys should release the hold. I said I can provide information to show the check was cashed, but he said they still could not remove the hold. He stated he was sorry they gave me wrong information. I said so you are saying you guys can not remove the hold and you can not see when funds have been processed by the Fed Reserve for deposits made to accounts? He said no we can not. I asked well how do you know if a check is good or not or if funds are deposited from a sending bank? He said oh, they just place the hold and then it just falls off at the set time ( up to 5 business days ). So, I called again and got a supervisor named XXXX who stated that everyone was correct in what they told me. I asked for the process when a check was deposited and a hold was placed. They told me it could be up to 5 business days. I asked well why was I told 2 business days then it changed to 5? He did not answer. I asked who could I speak with to have the hold released? He said there was no one. Then. he proceeded to tell me that this was for my protection. I said well you have the funds from the sending back so the hold should be released. He then said that they have to just wait for the hold to fall off because the sending bank could come back and say there was fraud on the account. I said well they would not because the funds were there and they have sent them to you. He then proceeded to reiterate that this was for my protection because the other bank could come back and say there was fraud. I told him this was a check from my husband from an account that had the same address as mine and same last name as mine and that my husband was not going to come back and say there was fraud. He proceeded to tell me that the bank could do it without the account holder doing anything. I said so even if my husband said nothing the bank could come back and say there was fraud? He said yes the bank could say there was fraud and ask for the funds back. I was shocked and amazed. This bank/credit union needs to be investigated/reviewed. They are obviously doing some very shady business. Considering all the negative media they have received I would guess that there are other things gong on there as well. I still have not received my funds and they have stated I just have to wait for the hold to fall off, I can not even go into a branch. The last supervisor even debated with me about them making money to benefit the business itself. Telling me they are not profiting from this. At which point I told him that they are because they are a business and a business needs money to run. Without it they would be in business.

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