Consumer complaint received 2025-12-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: NAVY FEDERAL CREDIT UNION
State: FL

Complaint narrative:
My Navy Federal Credit Union account was flagged for what the bank labeled as suspicious transfer activity. As a result, Navy Federal placed a permanent restriction on my account and instructed me to file an appeal if I wanted the restriction overturned. I submitted my first appeal on XX/XX/year>, and a second appeal on XX/XX/year> requesting the release of my funds. 

On XX/XX/year>, I contacted the Fraud Department to ask whether I could void the appeal, close my account, and have my funds released directly to me. I was told this was possible, but that I needed to speak with Member Services to complete that process. Member Services ( representative : XXXX ) told me that Security had a hold on {$5000.00}, and Fraud had placed a hold on an additional {$32000.00}, for a total of $ XXXX being restricted. 

She contacted both departments and advised me that I could go to any branch, present two forms of ID, request to close my account, and the funds would be released to me in full. She personally contacted three separate XXXX branches to confirm they had the cash on hand : XXXX Branch : {$15000.00} XXXX  Branch : {$10000.00} XXXX  XXXX Branch : {$12000.00} Following her instructions, I went to the XXXX branch, where I waited nearly two hours before meeting with a banker. I was then told that only {$5000.00} was authorized for release. I explained that Member Services had confirmed {$15000.00} would be available at that location. Staff appeared confused, began making calls, and then informed me that no funds could be released at all. 

A branch manager returning from lunch overheard the situation. She stated that she had, in fact, received a call earlier that morning notifying her that I would be coming in to withdraw {$15000.00}. She brought me into her office and contacted Navy Federals back office for clarification. She was then told that I needed to file another appeal, contradicting everything I had been told previously. 

Following their instruction, I filed another appeal at the branch on XX/XX/year>, providing documentation, proof of funds, and a detailed written explanation of the transfers that Navy Federal is questioning.

Since this issue began, I have received multiple conflicting instructions from Navy Federals internal departments, Security, Fraud, Member Services, and the branches, and I have not been given a clear or consistent explanation as to why my funds are being held. All individuals involved in the transfers have already confirmed their validity, yet the bank continues to treat the activity as fraud without justification or transparency. 

At this time, Navy Federal is still holding over {$37000.00} of my funds without a clear timeline, consistent reasoning, or a proper explanation. This situation has caused unnecessary hardship and has prevented me from accessing my own money despite following every instruction the bank has given me. 

I am requesting CFPB assistance to ensure Navy Federal releases my funds promptly and provides a consistent, accurate explanation for their actions.

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