Date Received: 2023-05-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I was contacted by the Navy Federal phone number ( XXXX ) XXXX - by a man who stated they were with the NFCU fraud department. Shortly after, while at work at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, I recognized that the funds in my account were being spent in Arizona at XXXX and several other " designer stores. '' Approximately {$1800.00} from my checking and {$900.00} from my savings account was stolen. I contacted Navy Federal, who froze the account and began the process for a compromised account/ Stolen PII. I was issued a credit for the initial {$1700.00} and was advised that the additional ( approximate ) {$900.00} would arrive after further investigation ( this never came ). I was given a new checking account, savings account, and debit card. I launched a security alert with XXXX and began the terrible process of updating my payment information for direct deposit, utility bills, wifi, and so on. From XX/XX/XXXX - XX/XX/XXXX - I heard nothing further from NFCU regarding the matter. On XX/XX/XXXX- Navy federal denied the original claim for {$1700.00} and retracted the funds from my account, leaving me at negative XXXX dollars on Friday after working a XXXX work week. According to the NFCU supervisors at the Oklahoma call center, the case was closed, and my current situation was irrelevant. Beginning with giving me the run around to obtain the vague letter ; to treating me like a criminal / liar over the phone. One supervisor even stated that she could contact an investigator to help but would not do so. Another supervisor made an unauthorized transfer of {$53.00} from my savings account to my checking so I could get a meal. I begged and pleaded with multiple supervisors over the weekend as I had XXXX funds, which would be the beginning of my problems. I would remain appalled that not only did Navy Federal fail to return the entirety of my stolen funds but also retracted the partial amount initially allocated. I contacted Navy Federal Credit Union multiple times, where I was advised to seek out the letter sent to my mothers ' house at XXXX XXXX XXXX XXXX, XXXX XXXX, IL, XXXX. The letter states, " Based on a thorough investigation of your account activity, we have determined that no error has occurred. '' - no further explanation, no further supporting documentation, no victim questioning, and nothing was provided nor performed by NFCU. I requested supporting documentation for how the decision was made- It was refused and denied by the NFCU call center supervisor. I requested what kind of supporting document I could provide to exonerate me from this baseless claim- Not one NFCU employee could relay such information. I requested a more detailed explanation for the statement " Based on a thorough investigation of your account activity, we have determined that no error has occurred. '' - which not one NFCU employee could provide. I requested names, emails, and phone numbers for NFCU employees- was flat-out refused by every employee I asked. On XX/XX/XXXX, I met with one of the employees at the Navy Federal in XXXX, California. I stated my case, and the NFCU employee gave me the security appeal form. I was then instructed to leave immediately if there were no further concerns. Intimidated and still needing clarification about the required steps, I would drive home with no other information besides a form. Throughout that day, I spoke with several supervisors at the Oklahoma call center. All but one refused to help me. I am trying to remember her name, but this supervisor was the only one willing to help voice my case and advised me on all required supporting documentation. I provided on XX/XX/XXXX : - appeal questionnaire on the NFCU XXXX XXXX - The security appeal form. - Timesheets. - Pictures at work. - Account statements highlighting conflicting time periods and geographical locations. Timelines of the entire event. Since then, it has been three weeks and three days on XX/XX/XXXX. I have asked periodically every several days to request an update or timeline on the appeal. I have received the same message stating, " Thank you for your message. After further review, we show that your appeal is still being investigated. Currently, there is no specific time frame we can provide, they are worked on in the order they are received. ". The relationship between Navy Federal Credit Union and I has become a problem that has branched into multiple aspects of my life. I was led to believe that members have rights, and these are not being honored. Such as safeguarding members ' accounts from purchases made outside their geographical location. Or " the right to any documentation on how the decision was made. ". I am disappointed with how Navy Federal has treated me despite being a member for ten years. All I am requesting is the original funds that were stolen on XX/XX/XXXX. I am confident that the investigator involved made a mistake. I sincerely and respectfully request any help, as Navy Federal will not do anything. I fear Navy Federal Credit Union will remain silent and never return the money I worked hard for and earned. I feel betrayed and will no longer be banking with Navy Federal once my money is returned. I would appreciate any further steps, timelines, or points of contact to which I can provide supporting documents. Very respectfully, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: According to : 15 U.S. CODE 1681a - Definitions ; rules of constructions ( 2 ) Exclusions-Except as provided in paragraph ( 3 ), the TERM " consumer report '' does not include- ( A ) subject to section 1681s- 3 of this. TITLE, any- ( i ) report containing information soley as to transactions or experiences between the consumer and the person making the report. THIS ACCOUNT ; XXXX XXXX XXXX : Have violated my rights According to the Fair Credit Reporting Act 1681 s 3 by Reporting late Payments. Payments are considered transactions, therefore late payments shall not be reported to my consumer report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77477
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I WAS BANKING WITH NAVY FEDEREAL CREDIT UNION AND HAD BEEN SINCE XXXX AROUND XX/XX/XXXX I HAD MOBILE DEPOSITED A CHECK GIVEN TO ME FROM SOME WORK I DID FOR A CLIENT IN THE AMOUNT OF XXXX XXXX XXXX CHECKS NAVY FEDERAL PUT THE MONEY ON HOLD AND RESTRICTED ME ACCESS FOR 7 DAYS TO VERIFY FUNDS AND THAT THE ACCOUNT WAS ONE IN GOOD STANDING ON THE 8TH DAY IS WHEN I CALLED TO GET A UPDATE AND STATUS OF THE FUNDS IN WHICH SOMEBODY IN THE SECURITIES DEPARTMENT INFORMED ME THAT THEY HAD VERIFIED AND VALIDATED THE FUNDS AND ACCOUNT THEY THEN RELEASE MY FUNDS DUE TO ME NOT.HAVING A CHECKING AT THE TIME I TRANSFERED THE MONEY TO MY SISTER WHO IS ALSO A NAVY FEDEREAL MEMBER SHE THEN TRAMSFER VIA XXXX APP THE ENTIRE.AMOUNT OF THE TWO CHECKS NAVY FEDEREAL THEN COMES 3 DAYS LATER AND WITHDRAWLS XXXX OUT.OF MY LIL SISTER ACCOUNT SAYING THWY REVERSED THE FUNDS FOR FRAUD EVEN THO THAT WHY THEY.INITIALLY HELD THE FUNDS FOR THOSE 7 DAYS
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Navy Federal Credit Union has failed to protect me against fraudulent activity.I lost my debit card and there were several irregular charges made on my debit card and when brought to NFCU attention they declined to protect me against fraud. I was told by a representative in order to prove the spending wasn't done by me I'd have to " prove her wrong '' she told me to go and contact each bank and get video footage and receipts ( transactions were out of my occurrent state ) and submit them to navy federal credit union to get my funds back. When asked what investigation was conducted to make their decision she told me she did not have to provide me with that information. Navy Federals and their customer service agent conduct and behavior is unacceptable. I have never been treated with such little respect in my life. Their blatant disregard for clients livelihood and financial assets is disgusting!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check in to my business account with navy federal credit union on XX/XX/2023, immediately my account was restricted, I was able to call on the following business day where I was told that the check I deposited was suspected to be fraudulent or likely to be returned and after a 30 minute interrogation about the check. I was told that my business account would be permanently restricted. A week following this call I went into a branch to withdraw the funds available since I was told I would no longer be able to bank with navy federal credit union, I was turned away by the teller who called in about the release of my funds. So I called customer service and stayed on the phone an hour outside the bank. I was told by a representative over the phone who had also reached out to security team, that I should be clear to withdraw funds. I walk back into the bank and ask for the branch manager, informed her of what had taken place and I was still on the phone with the representative. The manager was asking security to leave a note on the account saying I was clear to withdraw funds. To which the security representative that was contacted replied that he was not able to notate the account. The branch representative then asked me to ask the representative over the phone to instant message her directly cutting me out of the communication. After the exchange then a note from security was place on the account stating that I could not withdraw funds. It is now XXXX and I have called several times to navy federal credit union customer service number and have been denied the right to speak to someone in security. I was told the first time that the check was still being investigated and then that changed into being told that I need to file an appeal for access to my account. I dont want access to or to back with this institution anymore but I would like right to withdraw my funds as it is starting to affect my business not having access to my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I am the personal representative for the estate of XXXX XXXX who died XX/XX/XXXX. On XX/XX/XXXX I transferred {$2100.00} from the estate checking account to a beneficiary XXXX XXXX ; this was done online via wire transfer to his credit union in XXXX XXXX in the XXXX XXXX. XXXX never received the money as of XX/XX/XXXX. In the proceeding days I called NFCU multiple times because the money was not delivered but had left the NFCU account. I was told to call XXXX XXXX XXXX ( XXXX ) where the money was sent. When I asked about why XXXX I was told that Wire transfers do not go directly to non XXXX XXXX and XXXX is the intermediary between NFCU and the credit union. I called NFCU numerous times afterwards but was told to go to XXXX because they had the funds. After four lengthy phone calls, one visit to local XXXX and a written complaint I was told that NFCU which is my bank and where the transaction started had to request the return of the money. I do not have a XXXX account. I was not aware that online wire transfer could not be done and I had to go to bank in person. All steps have failed and I was told that I will not get funds back
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32208
Submitted Via: Web
Date Sent: 2023-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Please see My attached With Prejudice as a Memorandum for the Record, dispute of billing errorvalidation and verification of alleged debt/account dated XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Please see My attached With Prejudice as a Memorandum for the Record, dispute of billing errorvalidation and verification of alleged debt/account dated XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Please see My attached With Prejudice as a Memorandum for the Record, dispute of billing errorvalidation and verification of alleged debt/account dated XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Please see My attached With Prejudice as a Memorandum for the Record, dispute of billing errorvalidation and verification of alleged debt/account dated XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A