Consumer complaint received 2023-06-26
Company: NAVY FEDERAL CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I had my account hacked by my daughter I advised Navy Federal Credit Union of this fact and we set up a password, anytime I call in or any money is transferer the customer service reps has to make sure I use the password. After setting this up my daughter was still able to transfer money from my account to her account. 
XX/XX/XXXX {$79.00} debit card XXXX XXXX, XX/XX/XXXX {$93.00}, {$2000.00} denied my fraud claim, XX/XX/XXXX transfer from checking to XXXX {$2500.00}, XX/XX/XXXX {$1000.00} transfer to XXXX  ( this is the person who hacked my acc ), XX/XX/XXXX XXXX check # XXXX {$1100.00}, XX/XX/XXXX {$1000.00}, XXXX XXXX {$17000.00} XXXX, transfer to XXXX  {$1600.00} XXXX transfer {$2300.00}, XX/XX/XXXX {$500.00} & {$400.00} XXXX XXXX XX/XX/XXXX, XX/XX/XXXX XXXX {$1100.00}, XX/XX/XXXX {$65.00}, XX/XX/XXXX {$90.00}, XX/XX/XXXX {$900.00}, XX/XX/XXXX trans to XXXX XXXX {$95.00} XX/XX/XXXX {$1600.00}, XX/XX/XXXX {$100.00} XXXX XXXX, XX/XX/XXXX {$120.00} XXXX XXXX, XX/XX/XXXX {$80.00} XXXX XXXX, XX/XX/XXXX {$2300.00}, XX/XX/XXXX {$400.00} XXXX XXXX to XXXX, XX/XX/XXXX {$500.00} XXXX XXXX XXXX, XX/XX/XXXX {$200.00} XXXX XXXX XXXX XXXX XXXX {$200.00}, XX/XX/XXXX, XX/XX/XXXX transfer from checking XXXX from XXXX  XXXX  to XXXX XXXX . then she XXXX it {$850.00}, XX/XX/XXXX XXXX XXXX  {$120.00}, XX/XX/XXXX {$200.00} XXXX XXXX, XX/XX/XXXX XXXX XXXX {$100.00}, XX/XX/XXXX XXXX XXXX {$100.00}, XX/XX/XXXX trans to XXXX XXXX XXXX {$2500.00}, XX/XX/XXXX {$50.00} XXXX XXXX, XX/XX/XXXX XXXX, {$5.00} XX/XX/XXXX XXXX {$5.00} XX/XX/XXXX $ XXXX {$5.00} XXXX, XXXX {$5.00} XXXX, XX/XX/XXXX {$5.00}, XX/XX/XXXX {$5.00} XXXX, XX/XX/XXXX {$5.00} XXXX, XX/XX/XXXX {$50.00} XXXX, XX/XX/XXXX {$5.00} XXXX XXXX, XX/XX/XXXX {$85.00} XXXX XXXX XXXX XX/XX/XXXX {$180.00} XXXX XXXX XXXX XX/XX/XXXX {$370.00} XXXX, XX/XX/XXXX XXXX XXXX {$180.00}, XX/XX/XXXX transfer to XXXX XXXX ( this is the person who stole my identity ) {$1000.00}, XX/XX/XXXX XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX $ XXXX XXXX XXXX {$120.00}, XX/XX/XXXX XXXX XXXX  {$5.00}, XX/XX/XXXX XXXX XXXX {$50.00}, XX/XX/XXXXXXXX XXXX XXXX  XXXX # XXXX {$1100.00}, XX/XX/XXXX XXXX XXXX  XXXX XXXX {$50.00}, XX/XX/XXXX XXXX XXXX to XXXX XXXX {$50.00}, XX/XX/XXXX XXXX {$5.00}, XX/XX/XXXX XXXX {$4.00}, XX/XX/XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXX XXXX {$65.00}, {$90.00}, {$900.00}, XX/XX/XXXX XXXX XXXX {$260.00}, XX/XX/XXXX transfer to XXXX XXXX {$95.00}, XX/XX/XXXX XXXX {$5.00}, XX/XX/XXXX XXXX  {$370.00}, XX/XX/XXXX XXXX XXXX {$65.00}, XX/XX/XXXX transfer to XXXX XXXX {$1000.00}, XX/XX/XXXX XXXX XXXX {$300.00}, XX/XX/XXXX XXXX, transfer from checking {$36000.00}, XX/XX/XXXX $ XXXX {$1600.00}, XX/XX/XXXX transfer {$2300.00}, XX/XX/XXXX wire withdraw {$4300.00}, reversed provisional creidt of {$2700.00} XX/XX/XXXX, I have voice recordings of XXXX calling into the bank playing like she is me and successfully transferring {$5000.00} without knowing my pass word that I set up with the bank to protect my account,

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