Consumer complaint received 2025-11-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
This complaint is for my account with Navy Federal Credit Union. There was an issue with me having 2 accounts under my name. While accessing my account via a telephone representative, they asked me if i was aware of the other account and i told them i was not, i was only aware of the account i opened recently. They told me for security reasons both accounts are on hold indefinitely until an investigation is done. I asked for details on this account : how long has it been open? how much in funds are in there? are my parents listed on the account? and they provided me with no information and told me i have to wait for the investigation. I asked these questions because it was possibly an account my parents opened for me when i was a child as they were members with the bank and had accounts themselves, and there is no way to confirm this because my mother is deceased and my father has XXXX. I waited and waited and received no update, i had to call in over a week later and they told me it was still pending and i could still not access my account. Another week went by with no contact or update, i called in again to learn the investigation concluded and the other account was closed. I again asked for details of this account and they told me that information could not be provided to me and my account was still on an indefinite hold until i submitted an SSA-89 form to verify my identity, i asked why my account still had to be put on hold and they said they could not provide that information to me. I went to the bank and filled out the form and submitted it in person with an employee of the bank who verified the form was filled out correctly and he submitted it to be processed, i was told to be expecting a call when the form was processed and the account hold was reversed. I waited a week and received no update so i called and was informed it was still being processed, i called again a week later and they told me the form was missing information despite the fact an employee at their bank verified that everything was correct. So i went to the bank again to submit the form and requested a copy, was told again to expect a call when my account was taken off hold. A week went by and there was still no update so i called and was told it was still being processed, called a week later, still being processed, called a few days later and they can not locate the form. They requested that i email a copy of the form i had to XXXX and i did so while also requesting in the email to be contacted with any updates or any further requirements and i provided my phone number which is on file with my account. I waited a week and no contact from the bank, i called and they say its still being processed, i called a week later and same answer, called a week later and same answer. I finally called again a few days later only to be told that the form could not be submitted and processed due to the government shutdown and i would need to wait for them to reopen. The government finally reopens and i call for an update, still being processed, called a few days later and still being processed, called again a few days later and still being processed. I finally call today and was told that the bank has put a permanent hold on my account and no further action can be taken and that i would need to fill out a form to appeal this. This has become a 3 month ordeal and i have no access to my account or the funds inside. This account was the direct deposit for my paycheck and i have had to open an account with another bank in order to even access my pay, pay my bills, and take care of my family. Throughout this whole ordeal i have requested many times to be contacted with updates and have never received a single phone call, email, or letter. I also have not received any information on the account that was closed or what happened to the funds that were in it, i am concerned it was an account opened by my parents, or possibly me a long time ago and i forgot, and the bank has confiscated money that belongs to me and i will never see again. I have repeatedly went into the bank, verified my identity multiple ways that were accepted by the employees, submitted every form they have asked for, been perfectly patient, and they still will not give me access. I believe at this point this is a case of negligence on the banks part and i am concerned how many other people they are doing this to. I am also POA for my fathers account with the bank and last time that i went in there the bank had told me that there was no POA on file even though i correctly filed it with the bank months ago, so not only have they interfered with my account, they have also interfered with a legal document and have prevented me from doing my duties as my fathers POA. I believe the way the bank has handled this is highly inappropriate, unprofessional, and highly negligent. I also believe this violates any agreement i signed with the bank, they have created an unreasonable delay in any progress, has completely failed to give me any notices as required, and are currently unlawfully withholding my funds. The bank i deal with is the Navy Federal Credit Union in XXXX FL but i have visited other branches as well, so i know this is an issue with the company itself and not an individual branch. I am concerned that this will just continue even if i file the paperwork for appeal that they requested, they have mishandled everything so far and i believe they will continue to do so and have no faith in this issue being rectified and my account will be put on hold indefinitely.

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