Consumer complaint received 2023-02-13
Company: NAVY FEDERAL CREDIT UNION
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Shortly after leaving XXXX XXXX XXXX XXXX I was visiting family late in the month of XX/XX/2022. I received a notification from Navy Federal Credit Union ( NFCU ) stating that XXXX dollars had been withdrawn from my checking account. I knew that I had no automatic payments scheduled, especially not for that amount. I called my wife and all family members to make sure it wasn't a mistake on their part. I then called NFCU immediately to report the fraud. They launched an investigation and within 4-5 days, I received a XXXX dollar stand in credit while they tried to find my money. After not receiving a phone call for days after, I called them to ask about the process. They stated that the investigation was inconclusive and was still open. My parents and I all changed our user names and passwords on email, bank accounts and other accounts to add a layer of protection while we figured this out. 

Later that year, around XX/XX/2022, I received yet another notification that XXXX dollars was withdrawn from my account. This means that the XXXX dollar credit that was issued to me by the bank was now gone. Making the total loss XXXX dollars from the account. XXXX dollars from my own money and XXXX dollars from the banks credit. I immediately called the NFCU fraud department to report the theft and they launched yet another investigation. However, they never reinstated any type of stand in credit for my account. At this time, I verified that the investigation from XXXX was still ongoing. I notified my parents as they were joint owners on the account for emergency reasons. They saw the ACH transfer on their computer as well and saw that the XXXX dollars was wired to 3 separate accounts with false names. After coordinating with the bank for hours, we reached no solution. Days later in XX/XX/2022, I received a letter in the mail from NFCU claiming that they had concluded all investigations and had found myself and my parents to be at fault. They claimed to have found no fraud on their end and claimed that it was my mother 's home computer that performed the transaction. This is immediately suspicious for several reasons : - When sending the letter, they did not include any form of evidence, proof, images, contacts or assets used in the investigation. It was simply a claim that I owe the bank XXXX dollars and that was it. How can you find someone guilty of a crime with no evidence? 

- Earlier in the month of XX/XX/2022, NFCU had a major crime bust WITHIN THEIR OWN SECURITY DEPARTMENT where multiple NFCU security personnel used screenshots of member 's SSN, bank statements and all other personal information to steal tens of thousands of dollars. There are multiple articles written about it. They used the same tactic to steal back then as well. They would wire transfer the money and then close the account. 

- We all know that bank fraud is a very serious offence and is met with swift legal action. Especially when the sum of the fraud is XXXX dollars. So that begs the question ; If my parents and I were ALLEGEDLY found guilty of this fraud, why haven't any law enforcement personnel contacted us or arrested us? Why hasn't the bank pressed any charges? Why haven't they contacted me to get the money? 

- Furthermore, my parents have worked very hard throughout life to build their business and as a result, make over XXXX XXXX a year. They have many assets at their disposal, a very nice house and additional funds for vacations, new cars, etc ... WHY would they possibly need to steal a measly XXXX dollars from my account? What would be their motive? It should be noted that they have had access to my account for years. Why would they steal it now? Thats the answer : they wouldn't. They haven't hit any financial hardship. It simply makes no sense. 

- Both my parents and I have called NFCU to dispute the claims on several occasions. Each and every time we demanded to see proof of their findings, they would deny any information regarding an account that I OWN and would demand a subpoena to get any information from them. So they claim we have to pay them XXXX dollars with NO evidence, NO proof, and NO justification. They are forcing my hand to find an attorney to reclaim what was stolen from me. 

I believe without a shadow of a doubt that this case is the result of INTERNAL BANK FRAUD. That is precisely why they haven't sent any proof or evidence of their findings. ANY one of their security personnel has immediate access to my banking information with the click of a mouse. This would explain how they were able to access my mother 's credentials, create external accounts, add them to my account without notifying me, transfer the money and close them out in just over an hour. NFCU needs to be investigated immediately. 

Since these events have taken place, I have secured the rest of my funds in a separate financial institution out of fear that they will steal more of my money. NFCU has forcefully deducted an additional XXXX dollars from my checking account resulting in a negative balance. This is all due to their claim that I owe them XXXX dollars. NO evidence has been provided ; therefore, NO money will be going to them. 

I can provide the letter I received and bank statements if needed. Please reach out to me for any questions, clarification or concerns.

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