Consumer complaint received 2021-03-21
Company: NAVY FEDERAL CREDIT UNION
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
As a victim of identity theft I was diligent and reporting and acting immediately upon discovering that my information have been compromised due to the employment security department.I was contacted both by email and phone in regards to this event and after enrolling in do credit monitoring and repairing service provided to me for the next year bye the employment security department do to this breach and the knowledge of my information being used fraudulently, I was able to find the extent of which my identity had been used and the damage that had been done. I have made sure to follow all guidelines and regulations in place on my end as a victim of identity theft. When I called my Navy Federal credit Union account services to report that I was a victim of identity theft and that my accounts had been compromised, the only thing they went above and beyond in, was making XXXX understood they were not going to help me and there was nothing I could do to fight it. I am currently waiting for XXXX XXXX XXXX and and admitted to the hospital for long periods of time every so often over the last year or so. Due to these absences it was easy for me to overlook the effect of my identity theft and until I actively investigated this I was unaware of how bad it was. I submitted documentation to Navy Federal showing that it would have been physically impossible for me to have been the person completing these transactions via ATM and debit transactions in store. I also submitted documentation showing them that I was a victim of identity theft and that my other accounts have been compromised and resolved due to that. Navy Federal was actually one of my largest concerns because I lost every XXXX I had to survive once I got out of the hospital. To this day I haven't received any compensation and have stuff for the consequences. I have been told that I am responsible for the actions of whoever fraudulently use my account. I am liable for the loss of all my money. they also have put my account on a secure access and made it impossible for me to use this account and now I'm unable to obtain another bank account to receive funds. I'm not sure why they have made it so difficult or why they are being so hard on me when I have done nothing but provide them rock hard evidence and proof that is literally undeniable. If any outside person was to look at this case and the supporting documents they would probably be dumbfounded that Navy Federal was acting as they were. I really need help gaining access to my funds immediately because as I said this account although only one of the many accounts that was compromised or created using my identity, it was the only account I had that had my entire savings and all funding went to this account. Now I am not only without a XXXX to live on but not capable of receiving funds because of account limitations put on me to punish me as well? I need help at least getting my money back if anything but would appreciate this lock put on me to be removed as this was no fault of my own.

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