Consumer complaint received 2023-07-27
Company: NAVY FEDERAL CREDIT UNION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2023 I end up getting a email from my bank that a member was added to my account that I never added to the account. I went on my mobile app to see what was going on and I seen a negative balance of XXXX withdrawn from my account and I didn't have that money in the account. Book with the representative to let them know that I did not add a member to member to my account. And in the process the young lady asked me did I put in for fraud claims on XXXX transaction that was given a provisional credit of {$1900.00}. I told her no those transactions were legit transactions. Found out that fraud would be committed on the account they shut the account down and we opened a new account the new passwords to the account. XX/XX/XXXX the {$1900.00} posted to my new account leaving my account a negative {$1900.00}. I asked them if there was any way because I was having my tax refund sent to the account thinking everything was okay if they could put a stop on it or if it would interfere with the fraud that's going on with my account. The young lady told me that I could try to get the money out at midnight when the money is supposed to post to the account. I was not able to do so my tax refund of {$2800.00} was taken for the negative balance that was left the account for the fraud. I was told numerous times by different bankers through the fraud department that if after 10 business days they weren't able to settle the claim that provisional credit will be given back to my account. I told him that I needed my tax refund because I was behind on my car note and that was my money to pay up my car note. I was even told to file a internet crime complaint with the attorney general. I called the attorney general and told them what was going on they told me to file a claim with XXXX because it covers all three departments which is State Federal and local with the FBI. Uploaded the form with Navy Federal Credit Union. Once again each time that I call to try to get an update on how the account is being handled and what is going on as far as my money I'm being told something different each person that I am speaking with and all I get is I apologize that that person said that to you still with the issue not resolved. XX/XX/XXXX I went into the branch to speak with someone personal the young lady and the young man that was supposed to be a manager went over my account with me and said because I did my due diligent and showing that I did not commit this fraud on account that it would take 15 business days and after that I should be able to receive provisional credit on my account. I waited the XXXX business days and nothing was done I go back to the bank to speak with someone face to face again. The young man I was speaking to halfway looked at my account when he seen that I was getting frustrated he decided to call the fraud department. He did not put the fraud department on speakerphone of who he was speaking with he kept the conversation between him and the other individual he kept making statements that he didn't he didn't understand and he surprised himself. After all was said and done he told me moving forward that if I wanted to reach out to the person that was handling my case because it was given to someone to handle that I will have to message them through my Navy Federal portal. The same day I went into my Navy Federal portal wrote a message hoping that the individual that they claim has my case was going to respond back to me. I get a response back that they are sorry that it is a first come first serve basis and that they do not have any updates for me. I have been lied to numerous times each time that I have called for a month now. I did notify them that I am looking to seek legal confrontation. I was told that I had to inform them that I am looking for a lawyer and then file a complaint and next step will be to sue.

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