Consumer complaint received 2025-05-31 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Unable to open an account
Company: NAVY FEDERAL CREDIT UNION
State: GA

Complaint narrative:
To Whom It XXXX Concern, I am filing this formal complaint against Navy Federal Credit Union ( NFCU ) for unfair, non-transparent, and negligent practices related to my recent attempt to open a trust account. Despite my timely and complete submission of all required documentation, I was denied service without sufficient explanation, written communication, or due process. This has caused me significant inconvenience, confusion, and potential harm in my financial planning and trust administration. 

Background : On or about XX/XX/2025, I submitted a completed trust account application at Navy Federal Credit Union XXXX XXXX XXXX XXXX, XXXX XXXX, Georgia XXXX including : A fully executed Certificate of Trust A complete copy of the Trust document The Trusts XXXX ( Employer Identification Number ) My valid government-issued ID For XXXX weeks, I received no written or verbal communication from Navy Federal Credit Union regarding the status or outcome of my application. I was informed by XXXX, the rep the assisted me and submitted my XXXX of XXXX, XXXX XXXX and the XXXX application. XXXX also stated that the request process time is XXXX business days. I followed up by : Calling XXXX to request updates, on the second week that I called for an update I was told that I needed to provide the entire trust. I provided the trust documents as well as the approval letter from XXXX XXXX XXXX XXXX XXXX XXXXXXXX which authorized the use of the trust name next day. Week XXXX I Called the customer service line for assistance with the lengthy request time for the trust approval. Unfortunately the XXXX stated that no one responded to her internal message, so I returned to the branch again, for an update on XX/XX/2025. The branch rep messaged the " legal department '' for an update and advised me that I will hear something by XXXX XXXX. Again no call and no written notification for Navy Federal Credit Union. I called on XX/XX/2025 eventually, I was informed by phone representative that my XXXX and XXXX of XXXX did not meet banking requirements. When I requested clarification or any written policy, guideline, or correspondence to explain in what way the Certificate was allegedly noncompliant, none was provided. I was also not sent any denial letter, email, or official response, despite my persistent requests for transparency. 

Violations and Harm : I believe Navy Federal Credit Unions handling of my request constitutes : Negligent processing of trust documentation Lack of transparency in decision-making Failure to provide proper notice or adverse action correspondence Failure to maintain appropriate consumer communication in accordance with the standards expected of federally regulated financial institutions Additionally, I am concerned that this may reflect broader institutional discrimination or bias against trust-related account holders particularly if NFCU routinely denies trust accounts without clearly stated and accessible trust acceptance criteria.

The lack of disclosure has obstructed my ability to correct or clarify any alleged deficiency in my documents. The absence of written denial or policy references violates the Fair Credit Reporting Acts ( FCRA ) transparency principles and basic banking consumer rights under CFPBs Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) standards. 

Request for CFPB Investigation and Resolution : I respectfully request that the Consumer Financial Protection Bureau : Investigate Navy Federal Credit Unions practices for reviewing and denying trust account applications ; Determine whether Navy Federals actions are discriminatory, noncompliant, or abusive under federal banking law ; Require Navy Federal Credit Union to provide me with : A written explanation of why my trust documentation was denied ; A copy of any internal guidelines used to evaluate trust accounts ; A formal apology for the delay, lack of response, and denial of my right to fair financial access ; Ensure that Navy Federal is held accountable for violating the trust and rights of consumers like myself who rely on credit unions for essential financial services. 

Thank you for your attention to this matter. I trust the CFPB will review this complaint thoroughly and assist in holding Navy Federal Credit Union accountable for its failure to serve me as a member in good standing. 

Respectfully, XXXX, XXXX

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