Consumer complaint received 2021-11-10
Company: NAVY FEDERAL CREDIT UNION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, while checking to see if a deposit had been made to my Navy Federal Credit Union savings account, I discovered that {$5000.00} was labeled as PENDING to be transferred out of the account. I immediately called NFCU and explained that I had not authorized a {$5000.00} withdrawal. Since the transaction was PENDING, I asked if the transfer could be stopped and was told it was too late to stop. The NFCU rep kept referring to email correspondence in which she said I had opened an external account and instructed NFCU to transfer {$5000.00} to it and I kept repeating that I had no idea what she was talking about. Somehow, the thief had gained access to my email account, corresponded with NFCU as me, NFCU had responded to the thief 's request, and the thief deleted the NFCU email correspondence and I found it in my XXXX trash. The thief had a XXXX XXXX bank account ready to receive MY money which was transferred to the thief on XX/XX/XXXX. 
On XX/XX/XXXX, the stolen {$5000.00} was credited back to my account. Since no correspondence accompanied the credit, I assumed the money was returned by XXXX XXXX and the matter was over. 
On XX/XX/XXXX, an NFCU letter dated XX/XX/XXXX was received stating the {$5000.00} credit was provisional. I immediately responded stating my position and then waited to hear from NFCU to ask for more information regarding my claim. No request was ever received. Instead, on XX/XX/XXXX, an NFCU letter dated XX/XX/XXXX was received stating that I am " responsible for the full amount of the claim, {$5000.00}. '' At no time has anyone ever contacted me to explain why I am responsible. At no time did anyone explain that I had the right to file an appeal to this erroneous claim against me. 
On XX/XX/XXXX, I called the fraud/security department. Very unwillingly on his part, I spoke with a supervisor who refused to answer any questions I had about the claim and why I was being held responsible. The only thing he managed to do was tell me that I should file the NFCU appeal form. 
On XX/XX/XXXX, I went to an NFCU office and spoke with the branch manager. I have had an account with NFCU since XXXX and have never had any problems. I wanted to have a face-to-face meeting with an NFCU rep, but the branch manager was so uncomfortable speaking with me that I finally left because it was a waste of time. 
On XX/XX/XXXX, I went to my local police department to file a report of a criminal offense. The police report was transferred to their Investigative Services Division on XX/XX/XXXX. 
On XX/XX/XXXX, I went to an NFCU branch office and asked that branch manager to email the completed NFCU appeal form to Security Appeals which she did. I wanted no question as to when the Security Dept. received the completed appeal form. 
Today I received another letter from NFCU dated XX/XX/XXXX stating they reviewed the claim again and again are holding me " responsible for the transactions that occurred. '' I have committed no fraud and I have no knowledge how my email account and NFCU account were breached. I have never been told by NFCU how they made their final determination that I am somehow complicit in the theft of {$5000.00} of my own money. I asked for someone from the NFCU fraud or security department to speak with me but no communication was ever made by them. 
Again, I have had an account with NFCU since XXXX. I have never committed anything untoward in my years of dealing with NFCU. I have been treated very unfairly by NFCU and ask that the CFPB please assist me in getting NFCU to reverse their final determination and see that NFCU returns my stolen {$5000.00} to me with no provisions attached. 
Thank you for your assistance.

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