Consumer complaint received 2020-01-31
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I bank with Navy Federal Credit Union On the XXXX of XX/XX/XXXX an unknown person who used the account under XXXX XXXX XXXX hacked into my Navy Federal Account. 

Immediately following I received a notification of the log in and the payee changes that this person had made. 

I took action and deleted the payee, changed my password to my account and changed my security questions as well. 

Being as the individual took no money, I took no other actions as I saw no reason to contact the bank about something they notified me about. Unknown to me this individual applied for a loan of XXXX dollars. 

The weekend passed with no issues until the following Monday XXXX of XX/XX/XXXX when I tried to access my account and use my debit card I was prompted to call Navy Federal.

A woman from the security department whom has not been identified to me by Navy Federal began to ask multiple questions about my account. She asked if I gave my information to anyone to which I said No. She asked If I knew anything about a loan which I said No she than proceeded to tell me I provided false information and my account is being blocked, my accounts closed, debit cards shut off, and online access revoked. She told me that they could see when I logged in and the other person logged in and believed I knew what that person was doing and that I knew who they were. I told her I have no clue who this person is or had no idea about a loan she said if you want to keep with the story that you dont know anything you can submit a fraud claim, but if they can see what she sees the claim will be denied I asked her what she sees she said she can not tell me as I could possibly not be the owner of the account. 

That same day I went to Navy Federal to submit the Fraud Claim. We were helped and given a fax date that showed we faxed in that claim. 

I stated to members that my credit isnt even good enough to get a loan so trying to take out a loan wouldnt even be possible so why would I try it That is when I found out the amount the person applied for Which was XXXX . 

I was told I should get an answer around 10 business days. 

When my next paycheck was in my account roughly near the XXXX of XX/XX/XXXX I went in to transfer the money and I was told that it didnt look like any action was taken or it was denied so I got an appeal paper to fill out and send into the bank. 

XX/XX/XXXX I go into the bank as my access is still revoked to transfer money so I can pay bills and try to get diapers for my newborn. I submit the appeal and am told by a member that my fraud claim had not even been looked at yet. I submitted the appeal but was not given fax proof it was received. The lady told me it should take 15 days to get a response for the appeal. I was sent on my way with again no information and Navy Federal not looking into my account or claims of innocence. Following this visit I get Credit Bureau Reports stating my 6 1/2 year account with Navy Federal had been closed and written off and I took a huge loss of 50 points  each of the credit bureaus. 

Fast forward to XX/XX/XXXX I called into Navy Federal to see the status of everything and was told the day prior to the XXXX of XXXX the bank denied my fraud claim and sent me a letter in the mail. So I go back into the bank to try to check the status of everything as well as transfer money so I can pay bills and buy diapers. I sat down with a member and the vice manager and went over how to remedy the situation and get my accounts back and expressed I am not trying to run away and go to another bank I just want to report the wrongful treatment of myself and the improper investigation into my claims and get my access back. Despite the members stating they agree I am not being treated correctly they stated the security department acts on their own as their own entity of Navy Federal and will not share information with the members or me. 

Later that day I received a call from the Navy Federal Employee I met with at the bank and he stated that the security department told him that they would most likely deny my appeal as no new evidence proving my innocence or lack of involvement was produced. 

A bank can not do all this unless it has good grounds to suspect that I acted negligent or acted fraudulently. The use of the login is not " evidence of negligence in itself. 

On top of that the Bank didnt show me in any way they proved I acted fraudulently or because I deliberately, or with " gross negligence '', failed to protect the details of my card, PIN or password in a way that allowed this to happen. 

The basis of login times is Navy Federals claim I conspired to commit fraud and have cost me time, money, Hard Credit pulls as well as Several years worth of credit and credit points lost.

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