Consumer complaint received 2025-11-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: NV

Complaint narrative:
On XX/XX/year>, I discovered that my mother had been neglected by my older brother. I took her to each of her banks and transferred her funds out of his control. At Navy Federal Credit Union, they took my mother into a private room without support or assistance ( she's XXXX and was mildly confused ). When I entered, I was handed a joint checking account with her, containing {$10000.00}, and I saw her other funds had been moved to a new money market account in her name alone. The branch manager basically told me to leave her alone. Over the next XXXX months, we established a XXXX XXXX to protect her house, car, and bank accounts. I tried, using my power of attorney, to add myself as a joint owner on her account, which is solely in her name. I was rejected twice via secure messaging, and eventually learned that my current bankruptcy was the reason ; this is a business bankruptcy. We then attempted to open the account in the name of the trust, but they declined, claiming my trust was ambiguous. I decided to open a new account at another bank where I could access the funds for her bills. I set up an account at XXXX XXXX in XXXX. I worked with an advisor, and lawyers reviewed the XXXX and XXXX, finding no issues. We requested a wire transfer via their secure messaging, but they said it could only be done in person or by phone. Since they had already rejected my power of attorney, and I live XXXX hours from a branch, I moved the money to our joint account and tried to wire it over the phone. They told me that since it was going to a XXXX  partythe trustit had to be done through secure messaging, overlooking that my name was on both accounts and on the receiving bank. My daughter-in-law, who now lives with my mother, sat with her during the call, and they claimed the wire transfer was completed. I checked and found the accounts frozen with no access to the funds. My mother called NFCU to find out why and was told it could only be handled at the branch. So, on XX/XX/year>, my daughter-in-law took my mother to the branch in XXXX, but she was denied because she didnt have proper ID. My mother showed her Navy Federal debit card, her Arizona drivers license, and her retired dependent military ID. They also said she needed a utility bill. They left, and hours later, the sheriff came to my mothers house. I sent my daughter-in-law pictures of my power of attorney, my drivers license, and the bank details to show the sheriff. Which, at this point, was unneeded, as she was personally requesting her own money to be cut into a cashier 's Check so she could move it to her other bank. The sheriff was satisfied that my mother was okay. On XX/XX/year>, my mother, son, and daughter-in-law returned to NFCU in XXXX to get the cashier 's check. We planned to walk the money to another bank, but she was again denied access, with the excuse that I signed into the account and wasnt supposed to have access. The account remains frozen, and they refuse to release any funds or unfreeze it. I was told to call an NFCU executive, but I only spoke to Will from account services, who said there was nothing he could or would do. She would have to go back to the branch on Monday. They are withholding her money because they dont want to lose the funds. I am fed up, and my mom is tired of going inthis is why I handle her finances. Each day, shes losing interest. I transferred the money from a money market to a general savings account, thinking it would only be temporary. Now its frozen, I cant move it back, and they wont allow it. Its earning little interest, and if Id transferred it to XXXXXXXX XXXX  earlier, it would have earned more.

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